Trust Center
Contractor Management Service Level Agreement
Last updated on 17 April 2026
A. Purpose
This Service Level Agreement (“SLA”) outlines the service level requirements for Contractor Management Services provided by Omni (“Service Provider”) to the Customer as per the Subscription Form. This SLA is governed by the terms of the Subscription Form and Terms of Service. All capitalized terms not defined herein shall have the meanings set forth in the Subscription Form or Terms of Service.
B. Service Level Targets
- Payment Accuracy: The Service Provider ensures accurate calculations based on the data and input provided by the Customer. Any errors caused by incorrect inputs or delays from the Customer will not be considered a breach of this SLA.
- Payment Timeliness:
- For Customers who prefund payments in advance according to the agreed schedule, the Service Provider guarantees that contractor payments will be delivered on or before the agreed payout date.
- For Customers who do not prefund, the Service Provider will process payments as soon as funds are received. Actual receipt by contractors may vary slightly due to local banking processes, but the Service Provider will ensure payments are initiated on time.
- Service Scope: The Service Provider facilitates contractor payments only. The Service Provider does not provide worker classification, legal, or compliance advice. The Customer is responsible for ensuring correct classification and adherence to local regulations.
- Payment Timeliness:
C. Incident Management
We work with our Customers to ensure the reported technical issue is appropriately prioritized and addressed. Our response times and actions are based on an assessment of the impact of the reported technical issue the Customer is facing. The more serious the business impact, the higher the assigned priority. Accurately prioritizing the technical issue is critical to our mutual success.
Any incident shall be reported to the Service Provider as per the following mechanism:
Priority Support Matrix
When reporting an incident, the Customer should indicate the priority of the incident using the correct description. The Service Provider will have the right to revise a priority classification, provided that the Customer is informed of any such revision.
When reporting an incident, the Customer should indicate the priority of the incident using the correct description. The Service Provider will have the right to revise a priority classification, provided that the Customer is informed of any such revision.
Incident Resolution Matrix
D. Escalation Process
We believe in offering our customers an exceptional level of support. In the event that the Service Provider fails to meet the Service Level Targets outlined in this SLA, the Customer may escalate the issue as per the following escalation process:
Level 1 – General Support
The Customer may contact our support team via email or Slack to report the issue, on the details provided hereunder. Unless specifically flagged as a P1 and P2 category incidents, the support team will acknowledge receipt of the issue within 1 business day and provide resolution in 2 business days.
Level 2 – Contractor Payment Specialists
If the issue remains unresolved, the Customer may escalate the issue by replying to the existing ticket and copying the contractor payment specialists team, on the details provided hereunder. The contractor payment specialists will acknowledge receipt of the issue within 4 hours and will provide a response within 1 business day.
Level 3 – Management Escalation
If the issue still remains unresolved, the Customer may escalate the issue to our management team, on the details provided hereunder. The management will acknowledge receipt of the issue within 2 hours and will provide a response within 8 hours.
E. Reporting
The Customer shall provide regular reports to the Service Provider regarding the quality and effectiveness of the services provided under this SLA. These reports shall include:
- Feedback on the quality of service provided by the Service Provider;
- Issues or concerns related to the Services provided; and
- Any changes in the customer's business operations that may impact the Services.
F. Exclusions
Notwithstanding anything contained hereunder, the Service Provider shall not be liable for any damages or losses resulting from service interruptions, delays, inaccuracies, or any claims that arise out of, or are a result of (i) late or incorrect data from the Customer, (ii) any actions or omissions of a third party; (iii) any Force Majeure Events; (iv) Equipment of the Customer, and or third party software, hardware or network infrastructure; or (v) failure of the Customer to abide by the terms of this SLA or the Subscription Form.
G. Amendment
Any amendments to this SLA shall be made in writing and agreed upon by both parties.
