1. Purpose & Scope
This Service Level Agreement (SLA) framework describes the service standards, performance measures and mutual responsibilities that may govern outsourced accounting and advisory services delivered by Rowville Consulting (Pty) Ltd.
This SLA is designed to balance high professional standards with operational realism, scalability, and regulatory compliance.
Service Model
Rowville assigns named preparation, review, approval and backup responsibilities according to the engagement. Qualifications, access rights and review procedures are confirmed before delivery begins.
2. Service Tiers
Rowville offers three service tiers to match different business needs and requirements.
- Core bookkeeping and compliance
- Email-based support
- Standard reporting cadence
- VAT returns & compliance
- Basic financial reporting
- Everything in Essential tier
- Dedicated qualified accountant
- Management accounts
- Priority response target where agreed
- Accelerated close option subject to data readiness
- Cash flow forecasting
- KPI dashboard development
- Everything in Professional tier
- Multi-specialist team
- Dedicated account manager
- Enhanced service levels
- Accelerated close options
- On-call escalation support
- Bespoke KPIs and reporting
3. Response Time Commitments
Response time is defined as initial acknowledgement of a client request. Complex queries may require additional resolution time.
| Service Tier | Response Time | Scope |
|---|---|---|
| Essential | Within 48 business hours | Email-based support during business hours |
| Professional | Within 24 business hours | Priority email & scheduled call support |
| Enterprise | Within 12 business hours | Enhanced support with escalation options |
4. Month-End & Reporting Timelines
All timelines commence only upon receipt of complete, accurate, and approved source data from the Client.
| Service Tier | Standard Close | Notes |
|---|---|---|
| Essential | Within 10 business days | From receipt of complete data |
| Professional | Within 4 business days | From receipt of complete data |
| Enterprise | Accelerated close by agreement | Custom timeline based on scope |
Important Condition
All close timelines are dependent on timely client data submission. Delays in providing complete source documentation will adjust delivery dates accordingly.
5. Client Responsibilities
To achieve the service levels defined in this SLA, the Client agrees to:
- Provide accurate and complete source documentation on agreed timelines
- Appoint a single authorised point of contact for all service matters
- Review and approve deliverables within agreed review periods
- Notify Rowville promptly of material business changes or issues
- Maintain appropriate systems access for service delivery
6. Service Credits & Exclusions
Service Credits
Where Rowville fails to meet a committed SLA metric due solely to Rowville-controlled factors, the Client may request service credits:
| Breach Severity | Credit | Scope |
|---|---|---|
| Minor | Up to 5% of monthly fee | Single metric, minimal business impact |
| Repeated / Material | Up to 10% of monthly fee | Multiple metrics or material impact |
Exclusions
This SLA does not apply where service levels are affected by:
- Late or incomplete client data submissions
- Scope changes or unapproved work requests
- Third-party system outages (e.g., HMRC, banking systems)
- Force majeure events beyond reasonable control
- Regulatory or legislative changes
- Client system failures or access issues