This Agreement represents a Service Level Agreement („SLA“ or „Agreement“) between hellotax and Customer for the provisioning of Software-as-a-service services required to support and sustain the product or service. This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
Goals & Objectives
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent Software-as-a-service support and delivery to the Customer(s) by the Service Provider(s). The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s). The objectives of this Agreement are to: o Present a clear, concise and measurable description of service provision to the customer. o Match perceptions of expected service provision with actual service support & delivery.
The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
Service Provider(s): hellotax („Provider“)
Customer(s): Customer („Customer“)
This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
The Business Relationship Manager („Document Owner“) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.
Review Period: Bi-Yearly (6 months)
Previous Review Date: June 8, 2019
Next Review Date: December 7, 2019
Service Agreement & Service Management
The customer needs an active account in the hellotax App for access to basic services of the hellotax customer service and is entitled to have hellotax comply with the agreed response times in connection with service-related incidents and inform the customer about all planned maintenance work in a suitable way and by corresponding notification.
Scope of service
The customer has access to e-mail support and basic information by telephone. The free support includes only software related information and services regulated by these or related agreements.
The support services are provided by Hellotax Monday to Friday from 09.00 am – 5.00 pm CET. Excluded from this are public holidays as well as the 24th and 31.12. of each year.
Telephone support :
ES +34 965 049477
UK +44 330 0104214
US +1 917 8706466
IT +43 720 227980
DE +49 30 72621870
– first response within eight hours at working days –
Enquiries received outside these support hours are deemed to have been received during the next working day.