This HR Service Level Agreement is designed for use when an organization wishes to outsource all or part of its HR functions to an external service provider in Malta. The document serves as a crucial framework for defining the scope, quality, and delivery standards of HR services while ensuring compliance with Maltese employment law and EU regulations. It addresses key aspects such as GDPR compliance, performance metrics, service delivery standards, and risk allocation between parties. The agreement is particularly important in the Maltese context where organizations must navigate both local employment requirements and EU-wide regulations. It includes comprehensive provisions for data protection, employee rights, and service quality measurements, making it suitable for both local and international organizations operating in Malta.
HR Service Level Agreement for Malta
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Key Requirements PROMPT example:
HR Service Level Agreement
"I need an HR Service Level Agreement for outsourcing our entire HR function to a third-party provider in Malta, starting March 2025, with specific KPIs for recruitment timeframes and employee satisfaction metrics, and additional provisions for managing our international workforce across three EU countries."
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1. Parties: Identification of the service provider and the client organization, including registered addresses and company registration numbers
2. Background: Context of the agreement, including the client's need for HR services and the provider's expertise
3. Definitions: Definitions of key terms used throughout the agreement, including technical HR terminology and service-specific definitions
4. Scope of Services: Detailed description of HR services to be provided, including core responsibilities and deliverables
5. Service Provider Obligations: Specific duties and responsibilities of the HR service provider, including quality standards and compliance requirements
6. Client Obligations: Responsibilities of the client organization, including provision of information and access needed for service delivery
7. Service Levels: Specific performance metrics, KPIs, and service standards that the provider must meet
8. Data Protection and Confidentiality: GDPR compliance measures and confidentiality obligations for handling employee and company data
9. Fees and Payment Terms: Pricing structure, payment schedule, and related financial terms
10. Term and Termination: Duration of the agreement, renewal terms, and conditions for termination
11. Liability and Indemnification: Allocation of risks, limitation of liability, and indemnification obligations
12. Dispute Resolution: Procedures for handling disputes, including jurisdiction and governing law provisions
13. General Provisions: Standard legal clauses including force majeure, notices, and assignment rights
1. Transition Services: Procedures for transitioning HR services from existing providers or internal teams - include when taking over from another provider
2. Business Continuity: Disaster recovery and business continuity procedures - include for critical HR services
3. International Services: Specific provisions for multi-jurisdictional HR support - include when services span multiple countries
4. Compliance Training: Provider's obligations to deliver compliance training - include when training services are part of the scope
5. Technology and Systems: Specifications for HR technology platforms and integration - include when technology services are provided
6. Staff Transfer Provisions: TUPE/transfer of undertakings provisions - include when staff will transfer between parties
7. Performance Penalties: Specific penalties for missing service levels - include for high-value or critical service agreements
1. Schedule 1 - Service Specifications: Detailed breakdown of each HR service component and delivery specifications
2. Schedule 2 - Service Levels and KPIs: Comprehensive metrics, measurement methods, and reporting requirements
3. Schedule 3 - Fee Schedule: Detailed pricing structure, including base fees and additional service charges
4. Schedule 4 - Data Processing Agreement: GDPR-compliant data processing terms and security measures
5. Schedule 5 - Implementation Plan: Timeline and milestones for service implementation
6. Schedule 6 - Escalation Matrix: Contact details and procedures for issue escalation
7. Schedule 7 - Required Reports: Templates and specifications for regular service reports
8. Appendix A - HR Policies: Client's HR policies that the provider must follow
9. Appendix B - Security Requirements: Technical and organizational security measures
10. Appendix C - Key Personnel: Details of key staff assigned to deliver the services
Authors
Relevant legal definitions
Agreement
Applicable Laws
Business Day
Charges
Client
Client Data
Client Systems
Commencement Date
Confidential Information
Contract Year
Core Hours
Data Protection Laws
Data Subject
Deliverables
Documentation
Effective Date
Emergency
Employee Data
Force Majeure Event
GDPR
Good Industry Practice
HR Services
Implementation Period
Initial Term
Intellectual Property Rights
Key Performance Indicators
Key Personnel
Material Breach
Metrics
Normal Business Hours
Notice
Operating Environment
Performance Credits
Personal Data
Personnel
Processing
Professional Standards
Provider Systems
Quality Standards
Quarter
Related Services
Renewal Period
Response Time
Service Credits
Service Levels
Service Provider
Service Reports
Services
Significant Performance Failure
Special Categories of Personal Data
Specifications
Staff
Standard Operating Procedures
Term
Termination Date
Third Party Provider
Transition Period
Transition Plan
Working Hours
Applicable Laws
Business Day
Charges
Client
Client Data
Client Systems
Commencement Date
Confidential Information
Contract Year
Core Hours
Data Protection Laws
Data Subject
Deliverables
Documentation
Effective Date
Emergency
Employee Data
Force Majeure Event
GDPR
Good Industry Practice
HR Services
Implementation Period
Initial Term
Intellectual Property Rights
Key Performance Indicators
Key Personnel
Material Breach
Metrics
Normal Business Hours
Notice
Operating Environment
Performance Credits
Personal Data
Personnel
Processing
Professional Standards
Provider Systems
Quality Standards
Quarter
Related Services
Renewal Period
Response Time
Service Credits
Service Levels
Service Provider
Service Reports
Services
Significant Performance Failure
Special Categories of Personal Data
Specifications
Staff
Standard Operating Procedures
Term
Termination Date
Third Party Provider
Transition Period
Transition Plan
Working Hours
Clauses
Interpretation
Appointment
Term
Service Provision
Service Levels
Performance Monitoring
Key Performance Indicators
Provider Obligations
Client Obligations
Data Protection
GDPR Compliance
Confidentiality
Personnel
Key Personnel
Staff Transfer
Intellectual Property
Fees and Payments
Invoicing
Service Credits
Audit Rights
Quality Assurance
Compliance with Laws
Anti-Corruption
Record Keeping
Reporting
Technology and Systems
Security
Business Continuity
Change Control
Subcontracting
Assignment
Force Majeure
Liability
Indemnification
Insurance
Termination
Exit Management
Dispute Resolution
Notices
Governing Law
Jurisdiction
Entire Agreement
Severability
Variation
Waiver
Third Party Rights
Counterparts
Appointment
Term
Service Provision
Service Levels
Performance Monitoring
Key Performance Indicators
Provider Obligations
Client Obligations
Data Protection
GDPR Compliance
Confidentiality
Personnel
Key Personnel
Staff Transfer
Intellectual Property
Fees and Payments
Invoicing
Service Credits
Audit Rights
Quality Assurance
Compliance with Laws
Anti-Corruption
Record Keeping
Reporting
Technology and Systems
Security
Business Continuity
Change Control
Subcontracting
Assignment
Force Majeure
Liability
Indemnification
Insurance
Termination
Exit Management
Dispute Resolution
Notices
Governing Law
Jurisdiction
Entire Agreement
Severability
Variation
Waiver
Third Party Rights
Counterparts
Relevant Industries
Professional Services
Financial Services
Technology
Manufacturing
Retail
Healthcare
Education
Hospitality
Construction
Telecommunications
Transportation and Logistics
Energy
Real Estate
Non-Profit Organizations
Government and Public Sector
Relevant Teams
Human Resources
Legal
Compliance
Operations
Procurement
Finance
Risk Management
Information Technology
Data Protection
Senior Management
Employee Relations
Relevant Roles
HR Director
Chief Human Resources Officer
HR Manager
Legal Counsel
Compliance Officer
Data Protection Officer
Operations Director
Chief Operating Officer
Procurement Manager
Contract Manager
HR Service Delivery Manager
Chief Financial Officer
HR Business Partner
Risk Manager
General Counsel
Managing Director
HR Operations Manager
Talent Acquisition Manager
Employee Relations Manager
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