Service Level Agreement for A/P Help desk

Transcription

1 AP Help Desk Service Level Agreement for A/P Help desk TABLE OF CONTENTS 1. GENERAL OVERVIEW SERVICE DESCRIPTION A/P HELP CAN PROVIDE WITH THE FOLLOWING LIST OF SERVICES: A/P HELP CANNOT PROVIDE THE FOLLOWING SERVICES: SCOPE. A/P HELP CAN ONLY PROVIDE INFORMATION RELATED TO THE FOLLOWING SHIP TO FDCS AND SITES: ROLES AND RESPONSIBILITIES PARTIES RESPONSIBILITIES FOR THE PARTIES INVOLVED REQUESTING SERVICE STANDARD SERVICE REQUEST RESPONSE TIME AND OFFICE HOURS S ARE PROCESSED WITHIN THE FOLLOWING 48 HOURS FROM THE RECEPTION OF THE WITH COMPLETE INFORMATION. USER SHOULD NOT CONSIDER AS OFFICE DAYS THE FOLLOWING: THERE IS NO TELEPHONE SERVICE FOR A/P HELP HOURS OF COVERAGE, RESPONSE TIMES & ESCALATION A/P HELP NORMAL HOURS ARE MONDAY TO FRIDAY FROM 8:00 AM TO 5:30 PM RESPONSE PRIORITIZATION ESCALATION /7

2 1. General Overview. This is a Service Level Agreement ( SLA ) between the Meritor Financial Shared Services (A/P Help) and its A/P Help Desk Users (Users) to document the following: 1.1. Service description Roles and responsibilities How to request a service to A/P Help Desk Hours of coverage, response time and escalation This SLA shall remain valid until revised or terminated. 2. Service Description 2.1. A/P Help can provide with the following list of services: Invoice Status. A/P Help can provide the user with the following information: Estimated date of payment Reason for the invoice to be rejected, canceled or placed on hold If the invoice has been paid, what was the method of payment used, to which account was sent the wire or to which address was sent the check Detail on payments. A/P help can provide the user with the following information: Address where the check was sent to; or bank account to which the wire was sent to Detail on invoices that are covered by a specific payment Provide copies of Debit Memos Provide copies of Credit Memos Receive Isupplier setup request and forward to Vendor Maintenance Team for processing Receive and forward to Vendor Maintenance Team for processing, requests from active vendors related to update on changes in vendor name, pay site (address) Provide invoice copies for charges made to a cost center (IDI) Details behind short payments In the case that A/P Help receives requests for services that are not included in this Service Level Agreement, the request will be reviewed on a case by case basis and A/P Help will inform the user regarding the assistance that can be provided and the estimated time for resolution or alternative contact information A/P Help cannot provide the following services: Add funds to Meritor Purchase Orders Modify Meritor Purchase Orders from two way match to three way match or vice versa Modify item price in Meritor Purchase Orders Change FDC or ship to location in any document Enter a receiving transaction in the Meritor ERP Grant or start the process to provide access and user name and password to any Meritor ERP Complete credit reference forms from suppliers Confirm Accounts Payable Balances for 3 rd parties or Intercompany sites of Meritor Information about credit status of a Supplier 2/7

3 2.3 Scope. A/P Help can only provide information related to the following Ship to FDCs and Sites: FDC 0260 Site: Arden, NC FDC 0300 Site: Asheville/Fletcher, NC FDC 0248 Site: Cameri, Italy FDC 0993 Site: Cienega de Flores. Mex. (Greenfield) FDC 0307 Site: Detroit Technical Center FDC 0252 Site: Florence, KY FDC 0310 Site: Forest City, NC FDC 0243 Site: Frankfort, KY FDC 0828 Site: Franklin, KY FDC 0225 Site: Laurinburg, NC FDC 0264 Site: Lindesberg, Sweden FDC 0249 Site: Manning, NC FDC 0312 Site: Maxton, NC FDC 0266 Site: Morristown, TN FDC 0209 Site: Newark, OH Heath FDC 0256 Site: Plainfield, IN FDC 0146 Site: Tilbury, Canada FDC 0508 Site: Toronto Ride Control FDC(s) 0004, 0002, 0020, 0040 Site Troy, MI FDC 0280, 0251 Site: York, SC FDC 0910 Site: Zurich, Switzerland 3. Roles and Responsibilities 3.1. Parties. The following Service Owner(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA: A/P Help Staff Elmer Reta Help Desk Supervisor TBD Accounts Payable Monterrey Liliana Reyna 2 nd Level Operator TBD A/P Help Desk Staff Dorian Castillo 1 st Level Operator TBD A/P Help Desk staff Users External user External user N/A Internal user Internal user N/A 3/7

4 3.2. Responsibilities for the parties involved. The following are the list of responsibilities and requirements listed by specific service (as listed above on 2.1 in this Service Level Agreement) Service Status of Invoice Detail on Payments User Responsibilities - Invoice number - Date of the invoice - Name of the Vendor. - Amount of the invoice - Currency of the invoice - ARM PO number - Invoice copy (in PDF format, One file per invoice) - Proof of Delivery (POD) - Date when the payment was received. - Method of payment used for the payment (check, electronic transfer, etc) - Name of the vendor - Amount of the payment - Currency of the payment - Id of the payment (check number or EFT number if available) A/P Help Responsibilities A/P help will provide the following information to the user: - Status of the invoice with either, potential date of payment or reason for the invoice to be rejected, cancelled or on hold - If the invoice has any issue to be processed, AP help will escalate to a second level specialist - Make recommendation to the user, when applicable, related to actions to be taken on the user side. - If the invoices have been already paid, provide with method of payment used and to which address was sent the check or to what bank account was the wire sent. A/P Help will provide the following information to the user: - Which invoices are covered by a check or wire transfer - The bank account or address to which the payment was sent 4/7

5 Copies of Debit Memos - Number of debit memo. - Date of the debit memo - Name of the vendor A/P will provide the - Amount of the debit memo - Currency of the debit memo - Invoice number related to the debit memo following to the user: - Electronic copy of the debit memo in PDF format - If A/P Help was not able to locate the debit memo, will escalate to a second specialist level Copies of Credit Memos Isupplier set up request - Number of credit memo - Date of the credit memo - Name of the vendor. - Amount of the credit memo - Currency of the credit memo - Invoice number related to the credit memo - Electronic copy in PDF format Of the form to request Isupplier set up with all Information filled and signed Follow up with: VendorMaintenance@meritor.com A/P will provide the following to the user: - Electronic copy of the credit memo in PDF format - - If A/P Help was not able to locate the credit memo, will escalate to a second level specialist The reception of the request, A/P Help will forward the request to the Vendor Maintenance Team and inform the user Update of vendor information - Indicate specifically which the change is needed: Name, Address, address, contact information. - Indicate what information will be updated., A/P Help will forward the request to the Vendor Maintenance Team and inform the user 5/7

6 Receive electronic copies of invoices for the scanning - Invoice number room. - Date of the invoice - Name of the Vendor A/P Help will forward the Amount of the invoice electronic copy to the - Currency of the invoice appropriate party within - ARM PO number Meritor staff and inform the user of contact information - Electronic copy of the invoice for future requests in this (in PDF format, once file per specific case invoice) - Inform if this is the 1st time that the invoice has been sent, either electronically or in paper to Meritor) If the invoice was sent previously, inform how was sent and to who Interdepartmental Invoice - Invoice number Detail. - Date of the invoice - Vendor name A/P Help will forward the electronic copy of the invoice to the user Short payments - Invoice number - Date of the invoice - Name of the vendor - Amount of the original invoice - Currency of the invoice - ARM PO number - Short paid amount - Electronic copy of the invoice (in PDF format, one file per invoice) - Proof of Delivery (POD) A/P Help will perform any of the following actions: - Provide with information about the reason of the short payment and details - In the case of ERS, POC or CVA suppliers, A/P Help will forward to the appropriate staff and inform the vendor on the action taken 6/7

7 4. Requesting Service 4.1. Standard Service Request A standard service request must be made via our web site: Each request must include information required in #3 in this Service Level Agreement; otherwise it will not be processed Response time and working hours s are processed within the following 48 hours from the reception of the with complete information. There is no service via telephone at the A/P Help Desk 5. Hours of Coverage, Response Times & Escalation 5.1. A/P Help normal hours are Monday to Friday from 8:00 am to 5:30 pm 5.2. Response AP Help Desk is committed to: Resolve service request and respond user via within 48 hours after the reception of the service request. Escalate within 48 hours in case a service request it is not a Standard Service Request 5.3. Prioritization There is no prioritization for the incoming A/P Help requests 5.4. Escalation. All of non Standard Service Request will be escalated to be resolved by an expert analyst within ArvinMeritor Shared Services Group. 7/7