Service Level Agreement

  Service Level Agreement Application Management
Full Light
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L		 Technical – Support*
Support above Operating System (e.g. Database, Webserver, Application, Performance Tuning etc.)		 ✔  via change request*
Patches and Bundles Integration
Installation of one patch and three bundles per year		 ✔  via change request*
Upgrades
One PeopleTools and Application Upgrade in three years, incl. re-customizations		 ✔ via change request*
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L		 Functional – Support
Depending on implemented modules in use;
Daily-, Month-End-, Quarter- & Year-End-Close		 ✔  via change request*
Assistance and Support for tax audits and preparation of tax returns
Based on a consistent data extract with full details of tax relevant data (customized Peoplesoft view) reconciliations are prepared that are fully progressively and retrograde auditable. Areas of application:
- Tax audit (in accordance with GoBD requirements of German Tax authorities)
- VAT and VAT validation as underlying documentation for VAT return preparation
- Recapitulative Statements
- Automatic tax calculation (income tax, trade tax)
- Trial Balance, Balance Sheet and Profit and Loss reconciliation
- Audit
- Account and contra account analysis (in particular with regard to sub-module accounting entries)
- Ability to feed interfaces for use of results with additional software
Upon request creation of data extract in XML / DTP format for Tax Audit purposes (Idea, Z3 access).		   ✔  via change request*
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T		 Agreement on Prioitization Levels*
e.g. Prio 1 = 8, Prio 2 = 24, Prio 3 = 36 hours		   ✔  via change request*
Hotline – Access hours*
Work days from 9:00 to 17:00 CET		   ✔  via change request*

 
* "Light - SLA Agreements" must be individual constructed