HR Client Management SLA

HR CLIENT MANAGEMENT SERVICE LEVEL AGREEMENT (SLA)

Parties and Effective Date

Client Name:

HR Service Provider Name:

Effective Date:

Recitals and Purpose

This Service Level Agreement sets forth the responsibilities, service levels, reporting, remedies and governance applicable to the delivery of human resources client management services by the HR Service Provider to the Client. The parties agree the services will be delivered in accordance with the terms and service levels described herein.

Scope of Services

The HR Service Provider will provide the following categories of services. Check each service to include it within the scope for this agreement.

Recruitment and candidate sourcing     Initial response SLA:

Employee onboarding and orientation     Completion SLA:

Offboarding and exit processing     Completion SLA:

Payroll and timekeeping support     Response SLA:

Benefits administration     Enrollment SLA:

Employee relations and investigations     Acknowledgement SLA:

Training and development coordination     Scheduling SLA:

Compliance, reporting and recordkeeping     Report SLA:

Service Levels and Key Performance Indicators (KPIs)

High-priority initial response time (hours):

Standard request response time (business days):

Vacancy fill-rate target (%):

Employee satisfaction target (score):

Compliance report frequency:

Service Credits and Remedies

If service levels fall below the targets set forth above for two consecutive reporting periods, the Client may be entitled to service credits calculated as follows.

Credit for missed KPI (% of monthly service fee):

Maximum aggregate credits per 12-month period (%):

Reporting, Monitoring and Review

Reporting frequency:

Roles, Responsibilities and Escalation

The HR Service Provider responsibilities include delivering services within agreed SLAs, maintaining qualified personnel, providing regular reporting, and maintaining confidentiality of Client data.

The Client responsibilities include timely provision of required information, access to systems as agreed, cooperation in investigations, and timely approval of required actions.

Designated HR Account Manager — Personal Information

Position Information (HR Account Manager)

Employment History (HR Account Manager) — At least two employers

Dates Employed (From - To):

Dates Employed (From - To):

Education

References (HR Account Manager) — Three professional references

Designated Client Primary Contact — Personal & Position Information

Legal Disclosures and Employment Statements

At-Will Employment Statement: Any personnel assigned by the HR Service Provider to perform services under this Agreement remain employees of the HR Service Provider and, unless otherwise agreed in writing, their employment is at-will. The HR Service Provider will comply with applicable employment laws in the performance of services.

Equal Opportunity Statement: The HR Service Provider represents that it is an equal opportunity employer and will not discriminate in recruitment, assignment, or administration of services on the basis of protected characteristics.

Applicant Certification and Background Check Authorization

I certify that all information provided in this document about designated personnel is true and complete to the best of my knowledge. I authorize the HR Service Provider and Client to contact listed references and prior employers and to conduct background, employment verification, and reference checks to the extent permitted by law.

Authorization to Contact Prior Employers and Conduct Background Checks: I authorize verification and background checks.

Change Management, Term and Termination

Change requests that modify scope, KPIs, or fee arrangements must be submitted in writing and approved by authorized representatives of both parties. Notification period for non-material changes (days):

Term: This Agreement shall commence on the Effective Date and remain in effect for the period specified here: . Termination for convenience by either party requires written notice of days.

Confidentiality, Data Protection and Records

Each party shall maintain the confidentiality of the other party’s confidential information and comply with applicable data protection laws in handling personal data. The HR Service Provider shall implement administrative, technical and physical safeguards to protect Client personal data consistent with industry standards.

Indemnification and Limitation of Liability

Each party shall indemnify and hold harmless the other from third-party claims arising from its breach of this Agreement or willful misconduct. Except as required by law, neither party shall be liable for incidental, special, or consequential damages. Aggregate liability shall not exceed the fees paid for the services during the 12 months preceding the claim.

Acknowledgements

The persons signing below represent that they are authorized to bind their respective parties to this Agreement and that the information and certifications provided herein are true and accurate.

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