Service Level Agreement (SLA) Explanations

Service Level Agreement (SLA) for Audit Services by EY

Overview: The Service Level Agreement (SLA) for Audit Services provided by Ernst & Young (EY) outlines the commitments and expectations regarding the quality and timeliness of audit services delivered to our clients. This document serves as a guide to understanding response times, support availability, and the overall service experience.

1. Response Times:

EY is committed to providing timely responses to client inquiries and requests. The following response times are established based on the nature of the request:

• General Inquiries:
  • Response Time: Within 24 hours on business days.
• Urgent Requests:
  • Response Time: Within 4 hours during business hours.
• Critical Issues:
  • Response Time: Immediate acknowledgment within 1 hour, with a follow-up plan communicated within 4 hours.

2. Support Availability:

EY offers support to clients during standard business hours, with additional options for urgent matters:

• Standard Support Hours:

  • Monday to Friday: 8:00 AM to 6:00 PM (local time).

• After-Hours Support:

  • Available for critical issues that require immediate attention. Clients can reach out through designated emergency contact channels.

• Dedicated Account Manager:

  • Each client is assigned a dedicated account manager who will serve as the primary point of contact for all audit-related matters.

3. What Customers Can Expect:

Clients engaging with EY for audit services can expect the following:

• Quality Assurance:

  • EY adheres to rigorous quality control standards to ensure that all audit services meet regulatory requirements and industry best practices.

• Regular Updates:

  • Clients will receive regular updates on the status of their audit, including key milestones and any identified issues.

• Comprehensive Reporting:

  • Upon completion of the audit, clients will receive a detailed report outlining findings, recommendations, and any areas for improvement.

• Feedback Mechanism:

  • EY values client feedback and encourages clients to share their experiences. A formal feedback process will be established to continuously improve service delivery.

• Training and Resources:

  • Clients will have access to training sessions and resources to help them understand the audit process and compliance requirements.

Conclusion:

The SLA for Audit Services by EY is designed to ensure that clients receive timely, high-quality support throughout the audit process. By clearly defining response times, support availability, and client expectations, EY aims to foster a collaborative and transparent relationship with its clients, ultimately enhancing the overall audit experience. For any questions or further clarification regarding the SLA, clients are encouraged to reach out to their dedicated account manager.