The HR Service Level Agreement is essential when organizations outsource or formalize their human resources functions. This document, governed by English and Welsh law, establishes clear expectations, responsibilities, and performance metrics for HR service delivery. It typically includes detailed service descriptions, KPIs, reporting requirements, data protection provisions, and compliance obligations. The agreement ensures both parties understand their obligations while maintaining compliance with UK employment legislation and data protection requirements.
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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
Relevant legal definitions
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