This Service Level Agreement (SLA) outlines the standard response times, availability commitments, and issue resolution procedures for clients of Sigma Consulting Group. This agreement ensures that your business operations run smoothly and that you know exactly what to expect from our team.
1. Sigma OS Support Response Times
Your support response time depends on your subscription tier. We prioritize critical issues for "Growth Engine" and "Bespoke" clients.
| Plan | Support Channel | Initial Response Time | Resolution Target |
|---|---|---|---|
| Sigma Launchpad | Email Only | < 48 Business Hours | 3-5 Business Days |
| Sigma Core | Phone & Email | < 24 Business Hours | 2-3 Business Days |
| Growth Engine | Priority Line & WhatsApp | < 4 Business Hours | Priority Resolution (Next Day) |
| Sigma Bespoke | Dedicated Manager | < 2 Hours | Immediate Escalation |
2. Payroll & Compliance Deadlines
For clients utilizing our Payroll Outsourcing services, adherence to the calendar is critical to ensure timely staff payment and statutory remittance.
Our Commitments
- Draft Payroll: Delivered within 48 hours of receiving verified attendance data/inputs.
- Final Processing: Completed within 24 hours of client approval.
- Tax Remittance: Filed with LIRS/FIRS by the 10th of the following month (statutory deadline).
- Pension Remittance: Processed by the 21st of the current month.
Note: Client approval must be received 3 days before the pay date to guarantee timely disbursement.
3. Recruitment Turnaround Targets
While finding the right talent is more important than finding fast talent, we commit to the following timelines for presenting the first shortlist of qualified candidates.
| Role Type | Service | Shortlist TAT |
|---|---|---|
| Entry/Mid-Level | Standard Recruitment | 10 - 15 Working Days |
| Executive / Senior | Retained Search | 4 - 6 Weeks |
| Technical / Specialist | Technical Staffing | 15 - 20 Working Days |
| High Volume | Bulk Recruitment | Agreed per Project Plan |
4. Issue Severity Matrix
When reporting an issue, we classify it to determine priority:
-
Severity 1 (Critical): Payroll system down on payday, legal emergency, or regulatory raid.
Response: Immediate (All hands on deck). -
Severity 2 (High): Staff salary incorrect, compliance deadline approaching (within 48 hrs), key vacancy unfilled past SLA.
Response: 4 Hours (Growth Engine) / 24 Hours (Standard). -
Severity 3 (Normal): General HR inquiry, request for policy document, routine update.
Response: Standard SLA applies.
5. Escalation Matrix
If an issue is not resolved within the specified SLA, clients may escalate to the following levels:
- Level 1: Designated Account Officer / HR Business Partner.
- Level 2: Head of Operations (Response within 24 hours).
- Level 3: Managing Partner (Strategic intervention).
