Accounts Pays SLA

8/10/2019 Accounts Pays SLA

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Johns Hopkins EnterpriseService Level Agreement

Agreement Published Date:Agreement Period of Performance:

Accounts Payable Service enter


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Service Level Agreement

Contents

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Purpose....................................................................................................................................... .3

Vision.......................................................................................................................................... 3

SE#+$E PE#%'A"E*

Mission....................................................................................................................................... .3

Scope........................................................................................................................................... 4

Hours of Operations....................................................................................................................4

Service Expectations...................................................................................................................4

Working Assumptions.................................................................................................................5

Service onstraints.....................................................................................................................5

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!erms of Agreement...................................................................................................................."

Perio#ic $ua%it& 'evie(s..........................................................................................................."

Service )eve% Agreement Maintenance......................................................................................"

*ssue 'eso%ution.........................................................................................................................."

+un#ing Structure an# Accounting Met,o#o%og&.......................................................................-

'eference Materia%......................................................................................................................-


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!eneral $nformation

Purpose

!,e purpose of t,is S)A is to esta%is, a cooperative partners,ip et(een t,e /o,ns HopkinsAccounts Pa&a%e S,are# Service enter an# its customers. !,is S)A (i%%0

out%ine services to e offere# an# (orking assumptions et(een t,e S,are# Service

enter an# its customers1

2uantif& an# measure service %eve% expectations1

out%ine t,e potentia% met,o#s use# to measure t,e 2ua%it& of service provi#e#1

#efine mutua% re2uirements an# expectations for critica% processes an# overa%%

performance1

strengt,en communication et(een s,are# service provi#ers an# its customers1

provi#e a ve,ic%e for reso%ving conf%icts.

+ision

!,e Hopkins S,are# Service enters (i%% provi#e a s,are# usiness environment for t,e /o,nsHopkins niversit& an# /o,n Hopkins Hea%t, S&stem. !,e ne( usiness environment (i%%

continuous%& en,ance service comp%iance an# pro#uctivit& to its customers an# core usiness

practices. !,e primar& goa%s for t,e service centers inc%u#e0

Integratepeop%e processes an# tec,no%og& to provi#e a a%ance# service %eve% to a%%

customers. reate a co%%aorative environment (,ere truste# re%ations,ips an# team(ork

are encourage# et(een a#ministration #epartments c%inica% areas institutions an#

supp%iers to furt,er Enterprise goa%s.

Leverage ,uman resources institutiona% kno(%e#ge #eve%oping ski%% sets an#

tec,no%og& in an effort to continuous%& improve service an# pro#uctivit& for a%% Service

enters. reate an organi6ationa% structure t,at a%ances strategic an# tactica% efforts t,at

promote efficiencies.

Mitigate risk to t,e Hopkins enterprise & focusing on comp%iance re2uirements an#

un#erstan#ing t,e impact t,ese re2uirements ,ave on pro#uctivit& an# customer service.7eve%op an integrate# organi6ationa% structure t,at (i%% promote t,e consistent

interpretation an# enforcement of po%icies proce#ures %oca% state an# +e#era% %a(s an#regu%ations t,roug,out t,e Enterprise.

'ission

!,e Accounts Pa&a%e S,are# Service enter is a usiness area #e#icate# to operationa% an#

customer service exce%%ence.


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Scope

!,e Accounts Pa&a%e S,are# Service enter s,a%% provi#e po%ic&8comp%iant management of

expen#itures to t,e /o,ns Hopkins Hea%t, S&stem an# its Affi%iates an# t,e /o,ns Hopkinsniversit& except for t,e App%ie# P,&sics )a.

Hours of &perations

!&pica% ,ours of operation for t,e Service enter are -039 : 4039 Mon#a&8+ri#a& (it, t,e

exception of approve# ,o%i#a&s. Working ,ours ma& e a#;uste# #ue to s&stem


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Ven#or statement revie(. Protect institutiona%

re%ations,ips (it, ourven#ors.

+orms an# receipts are

sumitte# e%ectronica%%&

an# contents conform topo%ic&.

Minima% cre#it ,o%# situations.

Open cre#its not i%%e# are poste#.

Pa&ment #ates are (it,in ?9 #a&s

of e%ectronic receipt of forms an#

receipts.

!rave% an# Expenses are

reimurse# (it,in a ?9 #a&timeframe.

Ven#or #iscounts are recogni6e#. 7iscounte# terms are setup at t,e ven#or %eve% inSAP.

7iscounts are taken (it,in t,eappropriate timeframe.

!ime sensitive c,eck re2uests

process imme#iate%&.

'e2uests an# support

#ocumentation aresumitte# on%ine an#

notification to AP .

Pa&ments process next #a& upon

posting of c,eck re2uests.

.orking Assumptions

!,e Service enter (i%% e fu%%& staffe# an# fun#e# an# supporte# & t,e SAP Support team.

A%% invoices (i%% e mai%e# to a sing%e PO ox.

Service onstraints

Workload - *ncreases in (ork%oa# suc, as ack %og #ue to po(er outages or fisca% &ear

en# c%osing ma& resu%t in temporar& re#uction of service %eve% #e%iver&.

Conformance Requirements - +inance po%ic& c,anges an# *nterna% 'evenue regu%ations

ma& a%ter proce#ures an# service #e%iver& timeframes.

Dependencies - Ac,ievement of our service %eve% commitment is #epen#ent upon

customer comp%iance (it, t,e po%icies an# proce#ures of t,e /o,ns Hopkins Enterprise.

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Support from t,e Support Maintenance Organi6ation is paramount to t,e success of t,e

Accounts Pa&a%e S,are# Service enter.

(erms of Agreement

!,is agreement commences on /anuar& ? =99- (it, t,e mutua% un#erstan#ing t,at mo#ificationsma& e re2uire# over time. An& an# a%% mo#ifications (i%% e ma#e in t,e spirit of t,e origina%

Agreement an# must e revie(e# & representatives of t,e Accounts Pa&a%e S,are# Service

enter customer ase. A forma% revie( of t,is Agreement an# pu%is,e# mo#ifications (i%%

occur on a semi8annua% asis.

Periodic /uality #evie0s

!,e Accounts Pa&a%e S,are# Service enter an# representatives of its customer ase @A#visor&roupB (i%% con#uct perio#ic revie(s of t,e Service enters performance against agree#8upon

service %eve% expectations. !,e agen#a for t,ese revie(s s,ou%# inc%u#e ut is not %imite# to0

service #e%iver& since t,e %ast revie(

ma;or #eviations from service %eve%s

conf%icts or concerns aout service #e%iver&

p%anne# c,anges to improve service effectiveness

negotiation of c,anges to t,e Agreement

provi#e fee#ack from constituents

semi annua% customer satisfaction surve&s

!,e Accounts Pa&a%e S,are# Service enter (i%% a%so regu%ar%& assess customer satisfaction

an# (i%% use t,e resu%ts as a asis for c,anges to t,is Agreement.

!,e Accounts Pa&a%e S,are# Services A#visor& roup (i%% meet semi8annua%%& an# t,eroup (i%% ,opefu%%& communicate ack to unrepresente# constituents.

Service Level Agreement 'aintenance

!,is Agreement (i%% e revie(e# on an ongoing asis an# up#ate# as nee#e#. 'evisions ma&ecome necessar& #ue to c,anging service nee#s mo#ifications to existing services a##ition of

services significant variations from agree# upon8service %eve%s or unanticipate# events.

$ssue #esolution

*f eit,er Accounts Pa&a%e or its customer i#entifies a sustantive reac, of

responsii%it& or ot,er pro%em t,at re2uires reso%ution prior to t,e next perio#ic revie(

ot, t,e Service enter management an# customer (i%% engage in a ;oint effort ofun#erstan#ing an# rectification of t,e issue. *n t,e event t,is reme#ia% effort fai%s eit,er

part& can raise t,e issue to t,e office of t,e +O of /HHS an#


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%unding Structure and Accounting 'ethodology

#eference 'aterial

Accounts Pays SLA

Documents

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