Trust Center
Payroll Services Service Level Agreement
Last updated on 17 April 2026
A. Purpose
This Service Level Agreement (“SLA”) outlines the service level requirements for Managed Payroll 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
- Payroll Accuracy: The Service Provider shall maintain a payroll processing accuracy rate of at least 99.8% per payroll cycle, based on the data and instructions provided by the Customer and subject to the Exclusions in Section G.
- “Payroll processing accuracy rate” means (i) the total number of payroll line items processed correctly by the Service Provider, divided by (ii) the total number of payroll line items processed in that payroll cycle, expressed as a percentage, and excluding errors caused by incorrect, incomplete, inconsistent, or late inputs or approvals from the Customer.
- Statutory Compliance & Deductions: The Service Provider shall process statutory deductions and statutory filings accurately and submit required filings by applicable deadlines, based on the data and instructions provided by the Customer.
- Where penalties, interest, or statutory late fees are incurred solely due to the Service Provider’s processing error, the Service Provider shall be responsible for such penalties, interest, or late fees, subject always to: (i) the Customer providing all required inputs and approvals by the agreed cut-off; (ii) the Customer cooperating promptly to remediate the issue; and (iii) the limitations of liability in the Subscription Form and Terms of Service. The Customer shall notify the Service Provider promptly upon becoming aware of any alleged statutory discrepancy, and any delay in such notification that increases penalties or interest shall relieve the Service Provider from responsibility for the incremental portion.
- Timeliness: Payroll reports shall be delivered by the agreed-upon deadlines for each payroll cycle, provided the Customer delivers all required inputs, confirmations, and approvals by the agreed cut-off. Any delay resulting from late or incomplete Customer inputs or approvals shall not constitute a breach of this SLA.
- The applicable payroll cut-off dates shall be mutually agreed in writing (including via email or payroll calendar) prior to each payroll cycle.
- Compliance: Services will adhere to local regulatory requirements for payroll processing in the specified jurisdictions.
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.
Incident Resolution Matrix
Note: Resolution times are service targets and not guarantees, and may vary depending on complexity, third-party dependencies, banking systems, and statutory portal availability.
If the Customer reports, or the Service Provider identifies, an error in payroll results that is attributable to the Service Provider, the Service Provider will:
- acknowledge and investigate the issue in accordance with the Priority Impact and Incident Resolution Matrices;
- provide corrected calculations and a proposed remediation plan as soon as practicable; and
- where required to remediate an employee underpayment or a statutory discrepancy, support the processing of an off-cycle payroll and/or corrective statutory filing within a commercially reasonable timeframe, taking into account banking cut-offs, third-party processing timelines, and statutory portal availability.
For avoidance of doubt, this subsection does not apply to errors attributable to incorrect, incomplete, inconsistent, or late inputs or approvals from the Customer.
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 – Payroll Specialists
If the issue remains unresolved, the Customer may escalate the issue by replying to the existing ticket and copying the payroll specialists team, on the details provided hereunder. The payroll 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
Upon request, the Service Provider will provide the Customer with reasonable information relating to service performance against the Service Level Targets (for example, incident logs, response/resolution performance, and payroll cycle delivery status). The Customer agrees to provide timely feedback, issue details, and any operational changes that may impact service delivery (for example, payroll schedule changes, policy changes, new earning/deduction types, or entity expansions).
F. Service Credits
If the Service Provider fails to meet the Payroll Accuracy in Section B for two (2) consecutive payroll cycles, and such failure is attributable to the Service Provider (and not excluded under Section G), the Customer shall be entitled to a service credit equal to 5% of the applicable monthly Managed Payroll Services fees for the affected month. Service credits shall be applied against the next invoice for Managed Payroll Services.
Service credits are the Customer’s sole and exclusive remedy under this SLA for failure to meet the Service Level Targets and are capped at 10% of one month’s Managed Payroll Services fees in any calendar month.
G. 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, systems, or network infrastructure of the Customer or any third party; or (v) failure of the Customer to abide by the terms of this SLA or the Subscription Form.
H. Amendment
Any amendments to this SLA shall be made in writing and agreed upon by both parties.
