Service Level Agreement

Anonymised working-draft excerpt. Selected clauses from an operations-services agreement template; organisation names, commercial schedules, service targets and private details have been removed. Original clause numbers are retained.

3. Purpose and Scope

1. The Client engages the Provider to provide two integrated services under this Agreement:
   1. Platform Service: access to and implementation of the Platform, including onboarding, module configuration, and initial training; and
   2. Operator Service: the provision of one or more dedicated Operators who will work within the Client’s operations on a day-to-day basis under the Client’s task direction, whilst remaining engaged and managed by the Provider.
2. This Agreement governs the commercial terms, service standards, fee structure, Operator engagement mechanics, transition rights, and all related obligations between the parties.
3. Confidentiality, data access, and data protection obligations are governed by each Operator's Confidentiality and Data Access Agreement. In the event of any conflict on matters of confidentiality or data protection, the relevant Confidentiality and Data Access Agreement prevails.

5. Implementation and Training

The Provider will train each Operator on the use of the Platform to the Provider’s internal standards.

Integration of the Operator(s) into the Client’s existing workflows, systems, and ways of working is the Client’s responsibility. The Provider will provide reasonable support in identifying how its modules can interface with the Client’s existing tools, but implementation of that integration sits with the Client.

All data, documents, and content created by the Operator(s) within the Client’s workspace, and all Client-specific configurations, belong to the Client.

7. Operator Service

Operator Engagement

Each Operator is engaged by the Provider. The Provider is solely responsible for:

• the Operator’s pay and all remuneration;
• compliance with all applicable employment and labour laws in the Operator’s jurisdiction;
• holiday entitlement, sick pay, and absence management;
• performance management and disciplinary matters; and
• any taxes, social security contributions, or other employment-related deductions applicable in the Operator’s jurisdiction.

No Operator is an employee, worker, or contractor of the Client. Nothing in this Agreement creates an employment or agency relationship between the Client and any Operator.

The Client will direct each Operator’s day-to-day task list and priorities. The Provider retains overall management responsibility for each Operator’s performance, conduct, and welfare.

Each Operator’s hours may be used across any tasks within the agreed scope of the services, including workspace administration, email management, document management, financial tracking, scheduling, and other operational support as directed by the Client.

8. Onboarding and Start Date

Onboarding includes:

• procuring the Operator's execution of a Confidentiality and Data Access Agreement before commencement;
• training the Operator on the Platform and modules;
• initial briefing on the Client’s business and operational context, to be supported by the Client; and
• setup of the Operator’s access to agreed systems.

Each Operator's start date will be confirmed in writing by the parties once onboarding is complete and that Operator's Confidentiality and Data Access Agreement has been signed by all required parties. No Operator will commence work before that date.

9. Continuity and Replacement

The Provider will use reasonable endeavours to ensure continuity of service during any replacement period.

Any replacement Operator must sign a new Confidentiality and Data Access Agreement before commencing work.

13. Performance Standards

Weekly Reporting

The Client will receive:

• a weekly operational status report from each Operator; and
• dashboard visibility of overdue items, payment deadlines, and compliance milestones.

17. Supervision and Privacy

The Provider requires limited supervisory visibility of each Operator’s work in order to maintain performance standards, provide course correction, and ensure service quality.

The Provider's supervisors will not have access to the Client’s email systems, financial platforms, or any system containing sensitive commercial information unless expressly authorised in writing by the Client for a specific and defined purpose.

19. Separation of Client Data

1. Each Operator will work within the Client’s own systems and workspace where possible. Work product will be stored in Client-controlled environments.
2. No Operator will use personal devices to store, access, or process Client data unless expressly authorised in writing by the Client.
3. The Provider will ensure each Operator is trained on these requirements prior to commencement and will confirm that training in writing to the Client.

20. Client Responsibilities

The Client agrees to:

• provide each Operator with a company email address before their start date;
• grant each Operator access to the Client’s agreed workspace;
• identify the Client’s internal approval thresholds and decision-makers to the Operator(s) at onboarding;
• maintain clear document storage locations within agreed systems;
• participate in the weekly cadence and provide timely feedback; and
• provide reasonable cooperation throughout the onboarding and integration process.

The Provider is not responsible for delays or performance shortfalls caused by the Client’s failure to fulfil the above obligations.