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Glossary of Terms

In this client service charter, the following terms and expressions shall have the following meanings:

Client Service Charter

The Client Service Charter, also referred to as CSC.

Global Expansion

Global Expansion is the service provider also referred to as GX.

Client

Refers to the client who is utilizing the PEO Services provided by GX.

Master Services Agreement

Master Services Agreement is the contractual agreement between the service provider and the client, also referred to as the MSA.

Professional Employment Overseas

The employment and management of employees on behalf of the client. Also referred to as PEO or PEO Services.

Onboarding

Offboarding InformationRequest From VariablePayments 

The process of onboarding a new employee and their setupas an employee in their country of work.

This is the form that the client will complete to start theoffboarding process. It is also referred to as the employeeoffboarding IRF.

GX Monthly Fees

These are the monthly, quarterly, bi-annual, or annual bonus or commission payments, payable to an employee, that are not salary or fixed monthly payments.

Payment Calendar

The GX client payment calendar outlines the flow of funds, invoicing and payment deadlines per month, between GX and the client. GX will issue a new payment calendar to the client for each new calendar year.

Foreign Exchange

This refers to foreign currency exchange. Invoices may be issued to the client in one set currency while the employee may be paid in the currency of the working country. In this situation, a foreign exchange transaction will be involved in this process. Foreign Exchange may be part of the monthly invoice to the client. Also referred to as FX.

In-country

Refers to the country of work that the PEO employee is working and employed.

Local Entity

Refers to Global Expansion’s local company or local employer in-country.

Deposit

Refers to the deposit required for each new PEO employee onboarded.

Service Level Agreements


These are the targets set by Global Expansion and the service levels targets we aim to provide to our clients. Also referred to as SLAs.

Escalation Management

 

The process of escalating a service issue to a higher level of management within GX when service levels have not been met or are forecast not to be completed.

Introduction

1.1 Purpose

This Client Service Charter outlines the key contacts, processes, and minimum standards we strive to deliver for our clients. It details the service elements and target service levels to be provided by Global Expansion to the client.

1.2 Validity and Status

The CSC is intended to be a working document. The CSC incorporates information that may be covered elsewhere in the Master Service Agreement. If there is any conflict between the CSC and the MSA, the MSA will prevail.

As a working document, this CSC will be reviewed regularly to maintain its effectiveness and GX reserve the right to amend the document should any of the services change.

1.3 Ownership and Change

GX owns the CSC. Proposals for changes to the contents of this document by either party are subject to change control and shall be made to GX. The request shall be discussed in the Service Review meeting between GX and the client.

Subject to a mutual agreement, changes to the CSC can be made where they do not contradict the MSA.

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Employee Onboarding Process

2.1 Process

Once the client hassigned the MSA, onboarding new employees can proceed on our Human Resources platform called GoCo asper the procedure outlined below
Client to complete the Employee Information Request Form.
GX Client Service steam to create Client account and Employee profile in GoCo
GX Client Services team contact the new emplloyee and introduce GX PEO services, by phone and email.
New employee to access GoCo platform and complete personal information and upload required documentation.
GX to proceed to prepare draft employment contracts for the new employee.
Draft employment contracts issued and the client
Once contracts approved, they will be issued to the employee on GGoCo for review and for e-signature
Signed employment contracts shared with the clients and stored in GoCo
Local Annex and Schedule prepared by GX and released to
Fully signed copies of the Local Annex and Schedule issued to the client
GX Client Services team to prepare for the employee start date and first salary
Master Services Agreement

Employee Offboarding Process

3.1 Process

Employee offboarding is the process of the PEO employee finishing their employment in their country of work. The client will advise the GX team about any employees that need to be offboarded.

Please see an overview of the offboarding process and steps

Master Services Agreement
GX Client Services team will issue the offboarding form to the client so that this can be completed and returned to the Client Services to action.

3.2 Roles and Responsibilities

The Client Services team will manage and coordinate the employee offboarding process to make sure that offboarding is a smooth and seamless process, for the employee and client alike. The Client services team will work closely with the client to provide the financial and contractual information required to finalize the employment and make sure that the employee can seamlessly transition either directly to the client' own employment or elsewhere.

Billing and Payments

4.1 Structure of Monthly Invoices

The Finance team will invoice the client month for the following elements:

Employee monthly grossbase salary (plus anyfixed allowances, car, medical, etc.).
Employer’s taxes in the working country.
Any variable bonus or commission payments as advised by client (by the cut off time specified in the payment calendar).
Business expenses approved by the client (by the cut off times specified in the payment calendar).
Foreign Exchange (FX) if applicable.
GX monthly fees.

4.2 Payroll, Expenses and Variable

  • Monthly payroll consists of the fixed elements of the employees’ monthly payments, which don’t change month-to-month. These are typically basic salary, fixed monthly allowances, such as car allowance, medical allowance, or other fixed payments.
  • Expenses are typically accrued throughout the month by the employee and claimed back by the employee. The employee will need to keep original receipts for any business- related expenses incurred. The cut-off date for expense approval is the 25th of each month. The client will need to approve the employee’s monthly expenses on or before the 25th of each month. Details of the expense system for both employee and client will be issued separately. Please note that the cut of date for approval of employee expenses may need to change from the 25th, due to local legislation in certain countries. GX will advise the client of any changes on a case-by-case basis, a monthly, quarterly, bi-annual, or annual basis. The cut off for variable notification to GX is 25th of each month.

4.3 Payment Calendar

  • The GX payment calendar is an overview of the invoicing and payment dates to outline the flow of funds, between the client, GX, local teams in-country and the employee.
  • The payment calendar outlines the cut-off dates for variable payments, cut off for expenses approval, GX invoicing dates to the client, client payment dates to GX, GX payment dates to the local In-country team and payment dates to the employee.

4.4 Payment

As outlined in the payment calendar, GX requires invoices to be paid within ten working days after receipt from GX to allow for the flow of funds to reach the employee in their working country in time for salary payment at month-end.

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Deposit Process

5.1 Process

GX requires a deposit for each new PEO employee that is onboarded. The deposit is held by GX and will be used if necessary to make sure that the employee’s monthly salary, expenses or variable payments are always paid on time in line with local statutory laws in the country of work

The deposit amounts agreed between the customer and GX will be outlined in the MSA and then detailed in the Schedule and signed between both parties.
If there are any delays in invoices being paid or issues at prevent an invoice being paid, the deposit will be used in this scenario to guarantee that the employee will receive the salaries and monthly payments as stipulated in the employee employment contract.

5.2 Timescales

  • Deposits will be invoiced to the client by GX within five working days of the employee's start date.
  • Deposits will be returned to the client once the offboarding is completed and final salary, expenses, or bonus payment has been made to the employee.
  • Deposits will be returned to the client within 14 working days of the final payment(s) being made.

Service Level Agreement Targets

6.1 Services Descriptions and Service Level Targets

Service Description Service Levels and Targets
Incoming client email 95% of all incoming email responded to within 2 hours
Incoming client telephone calls 95% of all incoming telephone calls answered by GX team and the first response given to the client on the call
Incoming client queries by email and telephone 95% of all incoming client questions and queries answered within 48 hours of receipt
Employee onboarding Employee onboarding process completed within 3-7 working days. (Subject to client and employee information availability)
Employee offboarding Employee offboarding process completed within 3-7 working days (Subject to client and employee information availability)
Local annexe and schedule contracts Prepared and issued to the customer for signature within 3 working days of the employee start date
Deposit invoicing Agreed deposits to be invoiced to the customer within 5 working days of the employee start date
Deposit return Agreed deposits will be returned to the customer within 14 workings days of the final pay run being made to the employee
Salary and other fixed monthly invoicing As per the payment calendar, monthly fixed salary invoices will be issued to the client by 1st of each month for processing
Variable commission or bonus invoicing and payment All variable payments to be communicated to GX by 25th of each month for payment with the following month salary
Expenses invoicing All expenses to be approved by the client by 25th of each month for payment with the following month salary
Escalation management If any of the service level targets identified in this sectionare exceeded or are predicted to be exceeded, the escalation process described in Chapter 7 Escalation of this Client Service Charter should be followed

 

 

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Escalation Management

7.1 Description of an Escalation

Escalation concerns the transfer of ownership of an activity to a higher responsibility level when the agreed service levels are likely to be exceeded. An escalation will result in a higher level of management attention, thus ensuring that every effort is made to achieve the shortest possible resolution or outcome for the activity.

Additionally, the escalation procedure serves to inform both organizations about the scope of the issue escalated, the status, the progress made, the time needed to resolve it and any corrective measures or actions that must be taken. The escalation procedure applies to all aspects of the Global Expansion service.

7.2 Procedure

If any of the service level targets outlined are exceeded or predicted to exceed, please escalate this to the following within the Global Expansion Team.

After the resolution of an issue that has been escalated, either Global Expansion or the client may call an evaluation meeting, involving both parties, to identify any lessons to be learnt, process and communication that may need to change and how similar escalations can be avoided in the future.

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