Remote Staffing: Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (“Agreement”) is made between Remote Staffing (“we”, “us”, “our”) and the Client (“you”). It outlines the services we will provide, our responsibilities, your responsibilities, and the terms and conditions that apply to our services.

1. Services

We provide recruitment outsourcing services which includes – hiring candidates, interview co-ordinations, medical and background checks, onboarding, managing daily operations, handling employees payroll. We specifically focus on providing Virtual Assistants, to the finance and mortgage industry. Our employees are based in India with an Australian base of operations. Our VA services include:

• Document Collection: We assist in collecting necessary documents from clients.
• Liaising with Lenders: We facilitate communication between you and lenders (MIRs) which majorly includes responding to each and every email actively and sometime communicate through the softphone.
• Recommending Lenders: We provide recommendations for lenders to the broker for each applicant after conducting pricing and valuations as per broker’s instructions.
• Serviceability Calculations: Our employees are fully trained to perform serviceability calculations for each lender.
• Liaising with Lenders’ Credit Representatives: Our offshore staff facilitate communication between you and lenders’ credit representatives.
• Data Entry: We enter data into the Customer Relationship Management (CRM) system.

Our staff typically work 5 days per week, 40 hours per week, with hours of work agreed upon during contract signing.

1. Exclusions from Scope of Services

While we strive to provide comprehensive services, there are certain activities that are outside the scope of our services. Specifically, we do not:

• Provide Credit Advice: We are not licensed or authorized to provide credit advice. Any decisions regarding credit should be made in consultation with a licensed professional or institution.
• Act as an intermediary between the client and the credit provider: We do not negotiate or mediate between the client and the credit provider. Our role is limited to providing virtual assistant services.

1. Client Responsibilities

As our client, you are responsible for managing your Google Workspace and setup a system in your office space which will be used specifically from your virtual assistant. Manage TeamViewer accounts, including adding and revoking permissions as necessary. You are also responsible for ensuring that all passwords and other sensitive information are kept secure.

1. Complaints and Dispute Resolution

If you have any complaints or concerns about our services, please contact us at complaints@remotestaffingsolutionz.com.au. We will investigate your complaint and work with you to resolve the issue on a priority basis.

1. Changes to the Agreement

We may, from time to time, review and update this Agreement to take account of new laws and technology, changes to our operations and practices, and to make sure it remains appropriate to the changing business environment.