Service Level Agreement
Service Agreement
Ticket Types:
• Operations
• Tax General
• Tax Notices
• Amendments
Roles and Responsibilities
Franchisee Responsibilities Prior to Submitting a Ticket:
1. Payroll Vault Processes and Procedures
• Read and complete the tasks in "Submitting a Ticket."
• Conduct as much research as possible before submitting a ticket.
• For tax tickets requiring information from the tax department, submit the ticket with all compiled information.
• For operational tickets, refer to the University articles, training materials, and videos in the Teams Environment. Use Teams for quicker resolutions.
• For iSolved functionality tickets, read "Submitting a Ticket" in "Payroll Vault Processes and
Procedures." Provide detailed information to expedite resolution.
• Follow the Communications Guidelines during the ticketing process for quicker resolutions.
• Do not leave tickets open if they are resolved or if you do not plan to respond.
• **IMPORTANT:** Manage open tickets daily. Provide necessary information or comments to the Tech handling the ticket.
Operations Role and Responsibilities:
• Assign a priority upon picking up the ticket.
• Make initial communication on priority and request additional information if needed.
• After initial contact and information provision, the Operations agent controls the ticket and
follow-up communication. Control shifts to the Franchisee if additional information is requested.
Performance Metrics
Ticket Priority categories
Priority 1 (Urgent) – up to 60min response time
Major emergency – Someone is not getting paid or other critical process
Priority 2 (High Impact)- up to 4 hours
Processing or work problems that have to be fixed with in the same day. Example could be an adjustment that needs to be made prior to a payroll being completed that day.
Priority 3 (Medium Impact)- up to 1 Business Day response time
A single user or a group of users have an issue with a program or service that is restricting their ability to work but it isn’t time critical or there is a reasonable workaround.
Priority 4 (Low Impact) – up to 2 Business Days response time
Everything else, Including iSolved Reports, Client Set up/conversion issues. This Section would also include Tax, Tax Notices and Ops Support.
P&I Policy
Tax Penalty and Interest Responsibility Policy
Payroll Vault is committed to accurate and timely tax filings and payments. When an error occurs that results in penalties and interest (P&I) from a taxing agency, responsibility is assigned based on which party caused the error.
Errors by the Payroll Vault Corporate Team. If a penalty or interest assessment results from an error made by the Payroll Vault corporate team, Payroll Vault will cover the resulting P&I. This applies to penalties and interest only. The underlying tax liability remains the responsibility of the client.
Errors by the Franchisee. If a penalty or interest assessment results from an error made by the franchisee or the franchisee’s staff, the franchisee is responsible for the resulting P&I.
Errors by the Client. If a penalty or interest assessment results from the client’s actions or omissions, the client is responsible for the resulting P&I.
Shared Responsibility. When more than one party contributes to an error, the Payroll Vault corporate team will review the facts and determine how responsibility for the resulting P&I is allocated.
Abatment. In all cases, Payroll Vault will work to request abatement of penalties and interest where the circumstances support it. Abatement decisions rest with the taxing agency, and Payroll Vault cannot guarantee any outcome.
Notices. Franchisees must forward any agency notice to the corporate team within 10 business days of receipt. Payroll Vault is not responsible for additional P&I that accrues because a notice was not forwarded promptly.
Operation Support Hours
Monday – Friday (excluding national
public holidays)
8am – 5pm MST
Ticket Escalation Process:
1. Franchisee contacts Tax/Ops directly for status.
2. Franchisee contacts the Tech working the ticket, who escalates to their manager.
3. Franchisee asks for escalation to top-level management.