This Service Level Agreement (SLA) sets the working arrangements between Zime Holdings Accountants and the client for the services selected during onboarding. Commercial fees remain governed by the accepted quotation, proposal or invoice unless expressly recorded otherwise.
Zime Holdings Accountants will provide the services selected in the client onboarding record and any additional work subsequently agreed in writing. Work outside the agreed scope may require a separate quotation, approval or revised service instruction.
The client will provide complete, accurate and timely records, approvals, supporting documents and system access reasonably required to perform the services. The client will promptly advise Zime Holdings Accountants of material changes that may affect the work.
Zime Holdings Accountants will perform the agreed services with reasonable professional care, communicate material information and requests, maintain appropriate working records, and keep the client’s information confidential subject to legal and professional obligations.
Target turnaround times depend on the service, completeness of information, third-party systems and regulator processing times. A deadline affected by missing information, unavailable systems, client delays, regulator delays or events outside reasonable control will be adjusted accordingly.
The client authorises Zime Holdings Accountants to communicate using the contact information supplied during onboarding. Material submissions, elections or actions requiring client approval will be confirmed through an appropriate written or electronic record.
Fees, deposits, recurring charges and payment dates are those stated in the accepted quotation, proposal, engagement letter or invoice. Additional work outside scope may be billed separately after client approval.
The confidentiality, systems-access and credential-sharing agreement forms part of the engagement. System access must be limited to what is reasonably necessary for the selected services.
The client onboarding record, signed agreements, selected services, engagement notes and approved supporting documents are maintained in a dedicated client folder within the Zime Holdings client-management system.
Professional work is based on the records and representations supplied by the client and information reasonably available for the engagement. The client remains responsible for the completeness and accuracy of information it provides.
Either party may request a review of the scope when circumstances change. Any change to material scope, pricing or responsibilities should be recorded in writing. Termination and final handover will be handled in accordance with the accepted engagement terms, applicable professional obligations and any outstanding lawful fees.
Electronic acceptance, including the client’s typed name, date/time and acceptance record, is intended to evidence agreement to this SLA and the service scope selected during onboarding.