Service commitments
Six measurable commitments. And a penalty if we miss them.
These commitments sit in our service contract, not just on this page. The last one is the one no other provider writes down: if we fail, it costs us something.
4 h
Response within 4 business hours
Any question sent to your payroll manager receives a meaningful reply (not a generic acknowledgment) within 4 business hours.
24 h
Errors on our part corrected within 24 hours
Recalculation and corrective payment included, at no extra cost and without waiting for the next payroll cycle.
3 days
Payslips 3 business days before payment
You review and approve before money moves, never after.
1 h
Urgent Dimona within the hour, until 8 pm
An employee starting tomorrow morning should never depend on standard office hours.
2 names
A named manager and a named deputy
You know both specialists handling your file, with their direct telephone line and email.
−10 %
If we fail to meet our commitments
Three service failures in a single quarter: we refund 10% of that quarter's fees, and you can leave without notice or exit penalties.
The −10 % clause
A commitment without consequence is not a commitment.
We measure every commitment file by file, quarter by quarter. You do not have to prove anything: the timestamps of our messages and deliveries are the evidence.
If three failures occur in the same quarter
−10 %
of that quarter's fees, refunded
- Refund credited directly on your next invoice
- Termination without notice period or exit fees
- Transfer of your data and history included, at €0
Escalation procedure
What to do when a commitment is missed.
Four written steps: no ticket centre, no anonymous form.
- 01
Step 1: your named payroll manager
You write or call the person who handles your file directly. That is the normal channel, and in the vast majority of cases the only one needed.
- 02
Step 2: their named deputy
Absence, leave or peak workload: the colleague who already knows your file takes over, so you never have to explain your situation twice.
- 03
Step 3: management, within 1 business day
If a commitment was missed, you write to management. You receive a reply within 1 business day stating the cause, the fix and the date it takes effect.
- 04
Step 4: the −10 % clause applies
Three service failures in a single quarter: 10 % of that quarter is refunded and you may terminate without notice or exit fees.
Transparency
What these commitments do not cover.
We would rather write it here than in an annex nobody reads.
- Information sent after the agreed cut-off date for the current month
- Errors caused by inaccurate or incomplete data provided by the employer
- Outages of the official platforms (NSSO, Dimona, DmfA)
- Requests sent outside the channels agreed with your payroll manager
- Statutory closing days, when counting business hours
Ask for the service contract before you commit.
We send you the commitments and the −10 % clause exactly as they will be signed, before any decision.