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Service Level Agreement

 

The purpose of this Service Level Agreement (SLA) is to establish a cooperative partnership between the Administrative Coordination Team and its customers. This SLA will:

  • Outline services to be offered and working assumptions between ACT and its customers;
  • Quantify service level expectations;
  • Outline the potential methods used to measure the quality of service provided;
  • Define mutual requirements and expectations for critical processes and overall performance;
  • Strengthen communication between ACT and its customers

Click here to view the full Service Level Agreement document

Summary

Financial Requests

Services Service Level Agreement (SLA) Required from Department ACT's Responsibilities

Access Requests

2 Business Days Request through ServiceNow Prepare and submit documents
Account Summary Reports By 2nd Friday of month Advise ACT of updates

Update projections, issue reports, review

All Other Financial Requests Varies Varies on request Varies on request
Expense Transfers (Non-PEARs) 5 Business Days Request through ServiceNow Confirm transfer, process on-line
General Purchasing 2 Business Days Quote, justification and approval Placed with vendor or forwarded to Procurement Services
Invoice Processing 5 Business Days Invoice - Justification & approval if no PO Create PO if none, send to UCLA for payment
Monthly G/L Reconciliation By 3rd Wednesday of month Review, sign and return to ACT Prepare reports, initial review, filing
New Vendor Set-Up 2 Business Days Vendor name, contact information Obtain basic vendor info, submit request to Procurement
Procurement Card Receipts 5 Business Days Receipt, justification, approval Create PO, hold until statement issued, submit to UCLA
Proforma Update 5 Business Days Updated assumptions Update spreadsheet with past expenses & new assumptions
Recharge Processing 10 Business Days All back-up, FAU to credit Process on-line
Travel and Entertainment Reimbursements 2 Business Days Justification, receipts, approval Process on-line, ensure payment
Travel Reservation 2 Business Days Travel preferences, purpose, approval Make reservations, confirm with traveler
       

Personnel Requests

 
Services Service Level Agreement (SLA) Required from Department ACT's Responsibilities
All Other Personnel/Payroll Requests Varies Varies on request Varies on request
Appointment Extension 10 Business Days Justification, department & HR approval Verify w/HR, process on-line
Employee Recruitment Varies Job description, justification, approvals Prepare all forms, track with HR, post, assist w/interviews
Equity, Reclass & Stipends 5 Business Days Job description, justification, approvals Prepare all forms, submit to HR
Fund Change & Salary Transfer 10 Business Days Name, dates, FAUs, justification, approval Verify information, process on-line
Involuntary Separations By Separation Date 3 days minimum notice, timesheet, justification Help prepare paperwork, request final paycheck
On-Boarding By start date Required supplies, equipment & access Work with dept. to have everything in place for day 1
Org Charts 5 Business Days Advise ACT of updates Issue quarterly, update as needed
Student Employee Hiring Process 5 Business Days Job description, payrate, approval Complete forms, send to Student Services
Voluntary Separations By Separation Date 3 days minimum notice, timesheet, resignation Help prepare paperwork, issue final paycheck, verify equipment