Service Level Agreement

1. Purpose

This SLA defines:

• the services provided by Crest Pay;
• expected service standards;
• responsibilities of both parties;
• target response times;
• payroll processing timelines;
• support commitments.

2. Scope of Services

Services covered by this SLA include:

• Payroll processing
• PAYE administration
• HMRC submissions
• Employee payslips
• Payroll reports
• Payroll journals
• BACS payment file preparation
• Managed payroll payments (where purchased)
• HMRC payment administration
• Customer support

3. Standard Payroll Timetable

Unless otherwise agreed:

Customer payroll instructions

Must be received at least 3 Business Days before the employee payment date.

Customer approval

Payroll approval must be provided no later than 2 Business Days before payment.

Payroll funding

Where Crest Pay is making payments, cleared funds must be received no later than 1 Business Day before payment.

Payslips

Payslips will normally be available on or before payday.

HMRC submission

RTI submissions will normally be submitted on or before the statutory deadline, provided all required information and approvals have been received.

4. Customer Responsibilities

The Customer agrees to:

• provide accurate payroll information;
• notify Crest Pay of starters and leavers promptly;
• provide holiday, sickness and statutory payment information;
• review payroll reports;
• approve payroll before deadlines;
• fund payroll on time;
• notify Crest Pay immediately of any errors.

Failure to meet these responsibilities may affect service levels.

5. Crest Pay Responsibilities

Crest Pay agrees to:

• process payroll accurately using the information supplied;
• maintain secure payroll systems;
• submit RTI filings on time where possible;
• provide payroll reports;
• issue payslips;
• maintain confidentiality;
• comply with UK GDPR and applicable legislation.

6. Support Hours

Standard support is available Monday – Friday, 9:00am – 5:30pm, excluding Bank Holidays in England and Wales.

Enhanced support packages may include extended hours.

7. Target Response Times

These are target response times and not guaranteed resolution times.

8. Payroll Accuracy

Crest Pay aims to achieve payroll accuracy based on the information supplied by the Customer.

Where errors arise from information provided by the Customer, Crest Pay will assist in correcting the issue but shall not be responsible for resulting penalties, losses or delays.

9. System Availability

The Crest Pay customer portal is intended to be available 99.5% of the time, excluding:

• scheduled maintenance;
• emergency maintenance;
• failures of third-party providers;
• internet outages;
• force majeure events.

Scheduled maintenance will normally be carried out outside standard business hours where reasonably practicable.

10. Incident Management

Where a service interruption occurs, Crest Pay will:

• investigate the issue promptly;
• provide updates where appropriate;
• work to restore services as quickly as reasonably possible;
• notify affected Customers of significant incidents where appropriate.

11. Business Continuity

Crest Pay maintains business continuity and disaster recovery procedures designed to minimise disruption to payroll services.

Where reasonably practicable, payroll processing will continue using alternative systems or procedures in the event of significant operational disruption.

12. Complaints

Customers who are dissatisfied with the Services should contact Crest Pay in the first instance.

Complaints will be acknowledged promptly and investigated in accordance with Crest Pay's Complaints Handling Policy.

13. Exclusions

This SLA does not apply where delays or failures result from:

• inaccurate or incomplete information supplied by the Customer;
• late payroll approval;
• insufficient cleared funds;
• banking system failures;
• HMRC outages;
• internet failures;
• cyber incidents outside Crest Pay's control;
• force majeure events.

14. Review of Service Levels

Crest Pay reserves the right to review and amend this SLA from time to time to reflect changes in legislation, technology or operational requirements.

Material changes will be communicated to Customers in advance where reasonably practicable.

15. Contact Details

Advanced Asset Management Ltd, trading as Crest Pay

Email: info@crestpay.net · Website: www.crestpay.net

Schedule 1 – Payroll Deadlines (Example)

Schedule 2 – Service Targets

• Payroll processed using approved information.
• RTI submissions filed on time where customer deadlines are met.
• Payslips issued before payday.
• Payroll reports available through the customer portal.
• Managed HMRC payments processed once cleared funds have been received.