Payroll Service Support Policy
Última actualización:
1. Purpose and Scope
This Service Level Agreement (“SLA”) defines the standards, responsibilities, and commitments of Seso Inc. d/b/a Seso Labor, Inc. (“Service Provider” or “Seso”) in delivering payroll services to [Customer Name] (“Customer”). It applies to all payroll-related requests, queries, and processing activities. This SLA is incorporated into and subject to the terms of the Terms and Conditions of Service Agreement and any applicable Order Form executed by the parties (hereafter referred to collectively as the Master Services Agreement ("MSA") or equivalent governing agreement between the parties. In the event of any conflict between this SLA and the MSA, the MSA shall control unless otherwise expressly agreed to by the parties in a signed written document.
This SLA governs service levels after implementation has been completed. Implementation is defined separately in Schedule B - Statement of Work.
2. Definitions:
Business Hours: 9:00am to 7:00pm, Eastern Time
Business Days: Monday to Friday excluding US Federal Holidays, see: https://www.opm.gov/policy-data-oversight/pay-leave/federal-holidays/
3. Service Categories & Response Times
3.1 Payroll & HR Queries (Self-Service Only)
Service Request Channels:
Email: payroll@sesolabor.com
Phone: +1 (415) 707-6639
Priority | Request Type | Response Time |
P1 – Critical | Cannot process payroll, duplicated payments, direct deposit cancellations | 2 Business Hours |
P2 – High | Underpayment and overpayment adjustments, Tax code errors, benefit deductions, retroactive adjustments | 4 Business hours |
P3 – Medium | Pay stub queries, YTD summaries, general corrections and maintenance | 1 Business Day |
P4 – Low | General information requests, policy clarifications, how-to questions | 5 Business Days |
3.2 Payroll Processing (Managed Payroll Only)
Service Request Channels:
Email: managedpayroll@sesolabor.com
Service | Standard | Escalation Trigger |
Regular payroll run | Processed by 2 Business Days before pay date | Any delay beyond 2 days pre-pay date |
Off-cycle / manual payments | Within 3 Business Days of approved request | Urgent cases same-day |
Final pay (terminations) | Per local legal requirement (e.g., same-day or within 72 hrs) | Legal compliance breach |
Bonus / supplemental payroll | Per agreed payroll calendar | Finance sign-off delay |
3.3 Platform
Service Request Channels:
Email: payroll@sesolabor.com
Phone: +1 (415) 707-6639
Service | Incident Description | First Response Time |
P1 – Critical | The Payroll Self Service is unavailable such that Customer's business is critically affected and a Workaround is unavailable. A "Workaround" means a temporary modification or change to the Payroll Self Service that circumvents or effectively mitigates the adverse effects of an Incident so that the Payroll Self Service performs in accordance with the applicable Documentation. | 2 Business Hours |
P2 – High | An Incident where the Payroll Self Service is responding and functional but performance is degraded and potentially has severe impact on operation of the Payroll Self Service for multiple Users. | 1 Business Day |
P3 – Low | Non-critical issue; no significant impact on performance of the Payroll Self Service but User experience may be affected. | 5 Business Days |
4. Payroll Calendar & Cut-Off Deadlines
Event | Deadline |
Termination notifications* | Immediate upon confirmed date |
Timesheet submission (Non Seso Timekeeping)* | Same day as processing date* |
Salary changes* | 1 Business Day before processing date |
Timesheet approval (Seso Hourly Timekeeping)* | 1 Business Day before processing date |
Expense reimbursement submission* | 1 Business Day before processing date |
New hire setup* | 2 Business Days before processing date |
Manual data import | Up to 10 Business Days before processing date |
Next day check printing and mailing | Payroll submission before 4pm ET |
*Managed Payroll Only
5. Responsibilities (Managed Payroll Only)
Service Provider:
Process payroll accurately and on schedule per the published payroll calendar and cut-off deadlines.
Respond to requests within the SLA timeframes defined above
Escalate systemic issues to relevant stakeholders proactively
Maintain data confidentiality and comply with applicable data protection laws
Document and communicate any expected delays in advance
Customer:
Provide full up to date payroll
Submit inputs (new hires, terminations, changes) by the published cut-off deadlines
Provide accurate, timely and error-free information
Approve timesheets and expenses within agreed windows
Route employee queries through the correct channels
Provide complete documentation required to process requests
Provide all support to its Users and will manage and perform all communication with its customers. At no time will Seso be expected to communicate directly with Customer’s customers.
6. Exceptions & Force Majeure
Response and resolution times may be impacted by system outages, federal holidays, third-party vendor delays, overdue and unpaid invoices, or extraordinary circumstances. The Service Provider will communicate any anticipated impacts as early as possible and work to minimize disruption.
Seso will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Services, including, without limitation, in a manner not consistent with the Documentation; (b) use in conjunction with systems, products or components not reasonably anticipated to be used with the Services or part thereof; (c) modifications to the Services that were neither made by or authorized by Seso; or (d) third-party platforms or other third-party systems.