Master Service Level Agreement (SLA)
Defined delivery commitments, response time benchmarks, statutory filing cut-offs, and platform availability standards across all FOGS client engagements.
1Overview & Purpose
This Service Level Agreement ("SLA") establishes the operational standards, delivery turnaround times, and communication protocols provided by FOGS Consultants to our corporate clients across India.
2Service Turnaround Benchmarks
| Service Category | Task / Deliverable | Standard SLA |
|---|---|---|
| General Inquiries | Client email/helpdesk query | ≤ 4 Business Hours |
| Advisory & Legal Drafts | Contract / Appointment Letter / Policy Draft | ≤ 24 Business Hours |
| Monthly Payroll | Draft Payslips & Bank Transfer Sheets | Within 48 hours of complete attendance input |
| EPF & ESIC Challans | ECR generation and challan preparation | On or before 13th of each month |
| Recruitment Shortlists | Candidate screening and profile delivery | 3 to 5 Business Days from requisition approval |
| Statutory Notice Response | Preliminary notice evaluation and draft reply | ≤ 24 Hours from notice submission to FOGS |
3Monthly Filing Cut-Off Cycles
- 10th of Month: Client submits verified payroll registers, attendance muster rolls, overtime records, and employee movement updates.
- 12th–13th of Month: FOGS compliance team computes PF, ESI, Professional Tax, and KLWF deductions and uploads electronic return drafts for client authorization.
- 14th of Month: Client approves payments and releases funds to the designated statutory accounts.
- 15th of Month: Final statutory reconciliation and submission of ECR receipts and acknowledged payment proofs to the client.
4Platform Availability & Uptime Commitment
For clients subscribing to cloud software modules (including Compliance Forge, HR Forge, FogsBooks, Saantvana), FOGS Consultants commits to a minimum monthly uptime of 99.9%, excluding scheduled maintenance windows notified at least 48 hours in advance.
5Incident Classification & Escalation Matrix
| Priority Level | Definition | First Response | Target Resolution |
|---|---|---|---|
| P1 – Critical | Statutory summons, inspection on-site, system-wide outage | ≤ 30 Minutes | Immediate / Continuous focus |
| P2 – High | Payroll calculation blocker, portal authentication error | ≤ 2 Hours | ≤ 8 Hours |
| P3 – Medium | General document draft, routine verification, onboarding query | ≤ 4 Hours | ≤ 24 Hours |
| P4 – Low | Feature requests, routine reports, general information | ≤ 8 Hours | ≤ 48 Hours |
6Performance Audits & Account Reviews
Enterprise clients receive quarterly compliance health scorecards and service performance metrics reviewed jointly with their dedicated Account Director.
Questions Regarding Your Service Agreement?
Contact your designated FOGS client manager or write to our support desk.
✉️ Contact Client Services