Service level Agreement (SLA’s)
Our Service Level Agreement (SLA) is provided to make our clients aware of the customer support levels. We place great emphasis on the quality of our service and feel that our SLA reinforces our commitment to providing you with the best possible service.
Revised as on November 28, 2010
The first party to the engagement which is yourself, herein after may be referred as the “Client”, “you”, & “your” and the second party to this agreement your tax service provider, herein after may be referred as Global Value Add, Inc, “We” “Mytaxfiler”, “GVA”, “Our” or “Tax preparer”.
SLA* (in business days)
|Submission or e-mailing of tax invoice or summary||3 business days from the date of initial payment.|
|Submission or e-mailing of completed documents or tax return (draft copy)||2 business days from the date of payment of full and final payment indicated on the invoice or summary.|
|Acknowledgement of e-mails, and phone calls||Within 2 business days|
|Closure of an open issue||Within 2 business days. If the issue needs more time, within specific and committed time lines.|
|Frequency of updates in case of a long drawn process issue||Once every 4 business days till closure|
|Escalation Management||Within 2 business days (for every role in the escalation management) the manager would intervene and attend to the issue|
|E-Filing of tax return after client approval||Within 2 business days from the time of approval|
|Paper filing of documents after client approval –living in US||Signed paperwork shall be mailed to a valid US address within 3 business days from the time of client approval of the document. Client shall specifically inform GVA if the shipping address is different from the one on the approved documents.|
|Paper filing after client approval – Client living outside US||Signed paperwork shall be shall be mailed within 5 business days (time of client approval) from an overseas location to GVA US office. Document shall be mailed to the respective department or a valid US address within 3 business day from the time of receipt of documents in the US. Client shall specifically inform GVA if the shipping address is different from the one on the approved documents.|
|Document or refund tracking with the IRS, Secretary of State or any other department or regulatory body||Within 5 business days from the time client pays for the tracking service, and requests GVA to follow-up. Frequency of repeat follow-up would be as per instructions from the department or regulatory authority, and understanding reached with the client.|
|Refund of fees arising out of “Challenge Mytaxfiler”||Determination and payment shall be made between Apr 20th and May 20th. Cases coming up after May 20th shall be paid within 15 days from the time of determination of refund as per the terms and conditions of the program.|
|Guaranteed Tension Free Support (GTFS) ticket||Within 3 business days from the time an e-mail/notification is received by GVA.|
|Frequency of updates on cases pending with GTFS||Once every week till the issue is closed|
|Mode for mailing client documents||Regular postal mail. Via USPS Priority mailing, if the client opts and pays for tracking of documents. Via FedEx, if the client opts and pays the increased charge for FedEx for document tracking or expedited delivery or signature required, or specifically requests for FedEx to be used.|
|Payment of referral fees or incentives for referring new business||As per referral or incentive policy.|
|Refund request for of excess fees incorrectly paid to GVA||Within 5 business days from the time of request, or credit of such excess amount to the GVA’s bank account, whichever happens later. Reversal charges charged by the banker or credit card merchant shall be deducted from the reversed amount.|
|Web application Support||Within 2 business days from the time the complaint was logged.|
|SLA Deviation||GVA assures adherence to SLA’s 99% of the time. In case of any deviation (by more than 50% of the SLA) significantly affecting the client, the client has every right to approach the grievance department and submit a claim for up to 20% of fees paid for such transaction. The determination of fees to be refunded shall be made by the Managing Director of GVA within 5 business days from the time when a grievance claim is logged.|
*The time starts once all the information to deliver the service is provided to GVA by the client. Mailing time is not in our control; hence time taken for delivery of postal mails or courier is not included in the above SLA. The above SLA’s represents the time in which service is delivered in 99% of the cases; however, we do not guarantee that services will be performed within such timelines.
While we endeavor to resolve all customer concerns with our initial response, occasionally certain factors prevent this from occurring. In the circumstance that an issue cannot be resolved within the initial response, our customer support staff will devote all our efforts to resolving the issue adequately within 3 business days of their initial request for help.