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Hr Service Level Agreement
"Need an HR Service Level Agreement for outsourcing our entire HR function to a third-party provider, with specific KPIs for recruitment and employee relations, starting from March 2025 for our UK-based technology company with 500 employees."
1. 1. Parties: Details of the service provider and client organization including their registered addresses and company numbers
2. 2. Background: Context of the agreement and relationship between parties, including the purpose of the HR services arrangement
3. 3. Definitions: Key terms used throughout the agreement including service levels, performance metrics, and other technical terminology
4. 4. Scope of Services: Detailed description of HR services to be provided, including core responsibilities and deliverables
5. 5. Service Levels: Specific performance metrics, standards, and measurement criteria for service delivery
6. 6. Provider Obligations: Specific responsibilities and commitments of the HR service provider
7. 7. Client Obligations: Responsibilities and commitments required from the client organization
8. 8. Fees and Payment: Pricing structure, payment terms, and invoicing procedures
9. 9. Data Protection and Confidentiality: Provisions for handling personal data and confidential information in compliance with GDPR and Data Protection Act
10. 10. Term and Termination: Duration of agreement, renewal terms, and circumstances for termination
11. 11. Liability and Indemnification: Limitations of liability and indemnification provisions
12. 12. Dispute Resolution: Procedures for resolving disputes between parties
1. Transition Services: Provisions for service handover when transitioning from another provider or implementing new services
2. International Services: Specific provisions for cross-border HR support and compliance with international regulations
3. Technology Integration: Terms for integrated HR systems and technology platforms between provider and client
4. Business Continuity: Provisions for ensuring service continuation during disruptions or emergencies
5. Change Control: Procedures for managing changes to services or service levels during the agreement term
1. Schedule 1 - Detailed Service Description: Comprehensive breakdown of each HR service offering and delivery specifications
2. Schedule 2 - Service Level Agreement Metrics: Detailed KPIs, measurement criteria, and reporting requirements
3. Schedule 3 - Fee Schedule: Detailed pricing structure, rates, and any variable charging mechanisms
4. Schedule 4 - Data Processing Agreement: GDPR-compliant terms for processing personal data
5. Schedule 5 - Service Credits and Penalties: Financial implications and calculations for service level failures
6. Schedule 6 - Escalation Procedure: Detailed process for handling service issues and complaints
7. Schedule 7 - Change Request Template: Standard format for requesting and documenting service changes
Authors
Affiliate
Business Day
Charges
Client
Client Data
Commencement Date
Confidential Information
Contract Year
Data Protection Legislation
Deliverables
Effective Date
Force Majeure Event
Good Industry Practice
HR Services
Initial Term
Intellectual Property Rights
Key Personnel
KPIs
Material Breach
Personal Data
Personnel
Service Credits
Service Hours
Service Levels
Service Provider
Service Recipients
Services
Special Terms
Specification
Term
Territory
Working Hours
TUPE
Service Failure
Response Time
Resolution Time
Regulatory Requirements
Quarter
Performance Report
Exit Plan
Services Description
Service Levels
Service Provider Obligations
Client Obligations
Charges and Payment
Performance Monitoring
Key Performance Indicators
Reporting Requirements
Data Protection
Confidentiality
Intellectual Property Rights
Personnel and Resources
TUPE
Change Control
Force Majeure
Termination
Exit Management
Liability and Insurance
Dispute Resolution
Assignment and Subcontracting
Compliance with Laws
Health and Safety
Business Continuity
Service Credits
Audit Rights
Notices
Escalation Procedures
Governance
Anti-Bribery and Corruption
Modern Slavery
Record Keeping
Entire Agreement
Variation
Severability
Third Party Rights
Governing Law and Jurisdiction
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