Service Levels

Created by Jennifer Hykin, Modified on Thu, 11 Jul, 2024 at 11:41 AM by Simon Head

Task	Scope	Trust	Urgent	Standard	Caveat
Copy Purchase Orders	A copy of an existing PO to be sent internally or to supplier	ALL	Same Day		N/A
Invoice statement on SBS	Copy received from a supplier, Helpdesk will check and follow up with Supplier if invoices not registered at SBS	GWH/SFT	1 working day	3 working days	SLA is internal for helpdesk team to add to SBS. More time is needed for SBS to pay invoice. Overdue or complex invoice issues, will be moved to the invoice team when loaded on SBS or if there is an mismatch preventing loading via a workflow notification.
Invoices on SBS	Copy received from a supplier, Helpdesk will check on system and send for registering on system if required.	GWH/SFT	1 working day	3 working days	As above
Proof of Delivery (POD)	You have be told an item has been delivered or it has been invoiced. Request for evidence of this from the supplier	ALL	2 working days	5 working days	Best endeavors as dependent on supplier response
Chase Requisition/PO Status	Has for requisition become a PO and been issued to the supplier	ALL	Same Day		This response it to confirm status. Delays may have occurred due to approvals or if SFI compliance needs to confirmed but an explanation will be provided in response.
Chase Delivery	When will urgent or overdue orders be received	ALL	2 working days	5 working days	Best endeavors as dependant on supplier response
Training Request	System training on SBS for GWH Staff	GWH	2 working days	7 working days	Best endeavors as dependent on Finance team completing system access set up
Training Request	System training on SBS for SFT Staff	SFT	2 working days	7 working days	Best endeavors as dependent on Finance team completing system access set up
Invoice Overdue	All unpaid invoices	ALL	No SLA but update and explanation to be provided.		It is not possible to give an SLA on an invoice query. As typically there is a reason for non-payment and due to complexities may time to resolve.
Supplier Set Up/Amendment	New supplier or supplier amendment on the Oracle	GWH/SFT	12 working days		SBS SLA timescales - can be shortened for urgent requirements but at SBS's discretion and cannot be guaranteed.
Supplier Set Up/Amendment	New supplier or supplier amendment on the Unit 4	RUH	2 working days	5 working days	N/A
Standard Query	Anything not covered above	ALL	3 working days	5 working days	N/A