SERVICE LEVEL AGREEMENT

This Service Level Agreement (SLA) forms part of the Service Proposal and applies to our services, offers, order confirmations, and service contracts.

Talenom may modify this SLA without prior notice. However, those changes will never affect any rights and privileges you currently have or the quality of the services provided. We are committed to ensuring that modifications do not adversely impact the quality or terms of the services. If you believe that the changes will harm your rights or the quality of services, you must inform us in writing. We will cooperate in good faith with you to find a solution.

GENERAL INFORMATION

You will have access to our Services subject to the conditions set out below.

Communication Channels:

We believe that clear communication is essential to delivering services. Therefore, to avoid any loss of information, please note the following:

• Our primary method of communication is email. We may ask you to summarize and confirm telephone conversations by email.
• We reserve the right to change our primary method of communication and use other means, e.g., internal, or external software and platforms.
• We do not accept messages via WhatsApp or other similar messaging apps.

Response Time & Working Hours:

Talenom commits to responding to Customers within forty-eight (48) business hours. The customer service hours are from Monday to Friday, from 9 a.m. to 2 p.m. Public holidays in the city of Barcelona, as well as in the location where the services are provided, are not considered working days. Public holidays will be governed by the official calendar of public holidays of the Autonomous Community of Barcelona and the location of provision of services, as applicable. Any modification on public holidays will be communicated in advance by Talenom.

Advisory:

If your package of services includes advisory services, these will be limited to ordinary consultations or reasonable doubts relating to your business activities. If the Customer adds other activities to its business, all enquiries related to them will be considered an extra service. In accordance with the contracted services, ordinary consultations will be handled by accountants or labour technicians without the intervention of lawyers or other specialists.

Delivery of the material:

The method for delivering material to Talenom will be electronically. It is important to use the communication method specified by Talenom to send information. This may involve using templates provided by Talenom, sending emails to specified addresses, or using specific software, as outlined in the Service Proposal and recommended by Talenom personnel.

Submission of information to the authorities:

Unless otherwise specified in the Service Proposal, the services include submitting information to authorities electronically. If Talenom professionals need to personally visit public agency offices, an additional cost will be incurred and added to the next invoice. This extra charge will be based on the time spent by Talenom staff traveling between Talenom offices and the public agencies.

SPECIFIC TAX AND ACCOUNTING INFORMATION

Content Requirements:

The quality and format requirements for the accounting material are defined by law. The Customer is responsible for ensuring the legality of the material provided to Talenom and for submitting all material related to its company’s accounting.

Retention of Original Documents:  

The Customer acknowledges and agrees that although Talenom keeps scanned copies of documents in its system for convenience and reference, the Customer has a legal obligation to retain and store the original documents in a secure location. The retention of scanned copies in Talenom’s systems does not exempt the Customer from the legal obligation to store and protect the original documents in compliance with applicable laws and regulations.

Deadline for Inquiring about Payments and Balances:

The Customer must consult Talenom for any questions regarding payments, accounting entries and balances of its customers and suppliers, at the latest, one month before the end of the statutory period for legalizing the accounting books. This ensures that the deadline for filling tax declarations and settlements is not affected.

Fiscal management:

The Customer gives consent for Talenom to manage taxes on its behalf. If any information or action is needed from the Customer, Talenom will contact the Customer. However, even if the Customer provides all the necessary information for Talenom to manage its taxes, the Customer will need to ensure that the tax management in its company is correct.

Talenom ONE Information:

As a Customer of the Talenom One Plan, in addition to the responsibilities outlined in this SLA and the General Terms and Conditions, the Customer will have certain specific obligations, including:

1. Verify that the data processed by the OCR corresponds to the information in the original documents.
2. Ensure that the quarter is closed on time so that we can prepare your tax return with the data you send us (by the 10th day of the month in which the taxes are due).
3. If the Customer starts its activity with Talenom, it will only pay the service fee from the month of commencement. Regardless of the day of the month on which the activity starts, the invoice will be for the entire month. However, if before hiring the services of Talenom you already carried out your business activity through other accounting professionals, in the event that you want Talenom to present you with the taxes for a current month, you will be charged the fees corresponding to a quarter (3 months or a longer period if it is necessary to file other returns apart from those of the reference quarter).

Talenom PRO Information:

As a customer of the Talenom Pro Plan, in addition to the responsibilities stated in this SLA and the General Terms and Conditions, the Customer must submit all invoices issued and received by the 10th day of the month in which their tax return is due.

SPECIFIC LABOUR AND PAYROLL MANAGEMENT INFORMATION

As a Customer of Talenom’s labour and payroll services, in addition to the responsibilities set forth in this SLA and the General Terms and Conditions, you must ensure that the payroll material and data you submit are accurate and that the salary payments are processed correctly. The Customer will also have specific obligations regarding the following issues, among others:

1. Responsibilities as an employer in Spain: The Customer will be the sole responsible for complying with the applicable labour legislation and collective bargaining agreement.
2. Exclusion of liability: Please note that Talenom is not responsible for failures to meet obligations communicated by Talenom that are not part of its recurring monthly services or included in other service proposals. The Customer is solely responsible for ensuring compliance with all formal obligations applicable to them as an employer in Spain.
3. Initiation of the relationship with Talenom as a new customer: Customers coming from other service providers must provide Talenom with the requested information and documents by the 15th day of the current month at the latest. Otherwise, payroll management services will commence the following month.

Please note that the closure of the cycle for the last payrolls managed by the previous provider is not included in Talenom’s services. The previous service provider will be responsible for closing the current payroll cycle and must, therefore:

1. Confirm the Social Security contributions for the previous month.
   1. Send the CRA (Paid Remuneration Concepts) file to the Social Security, corresponding to the last payslips managed.
2. Payroll submission: Talenom will send the payroll between the 25th and 26th of each month, along with the Excel report of salaries and expenses. Unless agreed to in the Service Proposal, Talenom will not send payrolls on different dates.
3. Payroll Delivery Method: The payrolls will be sent via email to the email address provided by the Customer.

Unless expressly agreed in the Service Proposal, Talenom will not upload payrolls to any specific company or employee software or files.

This practice may change if improvements are implemented in the procedure. In such cases, Talenom, at its sole discretion, may choose to upload payrolls to its own or external software or platforms for more efficient management.

If the Customer requests any changes to the already prepared payrolls for reasons other than faults or errors on the part of Talenom, this will entitle the Talenom to add an extra charge to the next invoice.

• Deadline for Notifying Data for New Employees’ Registration: You must notify Talenom of the data for new employees with a minimum advance notice of two (2) business days before the start date of the employment contract (except for foreign workers). If the Customer does not comply with the 2-day notice, Talenom does not guarantee that it can register the employee or send the employment contract within the expected timeframe.
• Information Required for New Employee Registrations: To draft the employment contract and register the employee with Social Security, you must fill out the employee registration data form provided by Talenom and send all the necessary information requested by Talenom’s staff. The format or tool used to provide data for a new employee may be modified by Talenom.
• Notification of salary variations: Variable salary components such as commissions, bonuses, as well as overtime and additional hours, per diems and mileage, teleworking supplies, salary advances, travel expenses, changes in salaries or other factors that affect the calculation of payrolls must be communicated to Talenom at least three (3) business days before the initially agreed-upon date for Talenom to send the payrolls. Otherwise, the delivery of monthly payrolls may be delayed.
• Uploading of documents: Unless expressly agreed in the Service Proposal, Talenom will not upload the employment registration or the employment contract of employees to the software or external files.
• Special rules for foreign employees: If the Customer hires a foreign employee who does not have a Social Security Number (NAF), they must notify us at least one (1) week in advance from the day this foreign employee should start working.
• Indirect contact with the employee: To avoid possible conflicts of interest, Talenom will not have direct contact with the Customer’s workforce. All inquiries regarding labour regulations or payroll will be forwarded to Talenom’s labour technicians through the designated contact person using the communication methods indicated by Talenom.
• Assignment of Available Labour Advisor: Talenom will not assign a single labour advisor to the Customer. You will be assisted by the labour technician who is available at the time.
• “Severance /Settlement”: This document corresponds to the final settlement due to termination of employment and as it is independent of the payroll, it will incur additional invoicing. Therefore, it is not part of the regular payroll management and will be invoiced as an additional payroll.
• Collective Agreement Arrears: Calculations related to collective agreement arrears resulting from renewals of the collective agreement during the relationship with your previous service provider are not included in the recurring monthly services and may incur an additional charge.
• Bank Transfers: Generating and sending bank transfers associated with payrolls are not part of the standard service and will be subject to extra charges.