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.

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.