Service Level Agreement

This Service Level Agreement is intended to communicate the Response Times that LexisNexis Risk Management agree to adhere to in excess of 86% of checks received. However, it must be stressed that due to data sources often being outside the control of LexisNexis Risk Management, this may not always be possible. LexisNexis Risk Management shall always communicate any delivery problems on a timely basis.

Response Times

The following Service Level Agreements Response Times (by category) will apply, subject to Terms and Conditions listed below. Whilst LexisNexis Risk Management are often able to provide same day Response Times if accurate and complete required information is provided, this cannot be guaranteed. LexisNexis Risk Management is continually negotiating with data sources to improve Response Times and these will be communicated as and whenfinalised.

Response Times commence when LexisNexis Risk Management are in receipt of a check. Our business hours are from 08h30 to 17h00 Monday to Friday. Whenever a Response Time is quoted in terms of a business day, the results shall be communicated prior to 17h00 on the relevant business day.

Terms and Conditions

1. SLA Response Times are subject to change based on several conditions (Year End Holidays, Easter Holidays, graduation ceremonies, student registration times, supplier database problems etc). SLA changes will be communicated timeously.
2. No turnaround times can be provided for requests to verify certificates at MERSETA.
3. SLA Response Times and non-performance discounts DO NOT apply to batch inputs (spreadsheet imports).
4. Should a pre 1992 Matric Certificate not be received on application, and the result is issued outside of the published SLA, it will be deemed that SLA was met.
5. The 10% discount for non SLA achievement is only applicable if a Company has requested Credit Checks, with other Refcheck elements.
   
   
Documentation and Information
6. Response Times are only valid from the time when all required information and forms have been received by LexisNexis Risk Management.
7. If all information is not provided, or incorrect information is provided, the user shall be informed by email and Response Times shall only commence once requested information is received. The email requesting information shall always be sent within SLA times.
8. Criminal Fingerprint Checks Response Times can only commence once original SAPS form 91A with fingerprints is received by LexisNexis Risk Management. In the event that a positive result is returned, but conviction occurred prior to 1995, the conviction details are not electronic at SAPS and, therefore no SLA response time can be given. It can take between 4-30 days in this instance. However, the User will be notified of a match being achieved within SLA Response Time. For post-1995 convictions, the published Response Time will be maintained.
9. When an Academic check is requested for a female candidate, always provide Maiden Name.
10. Copies of the following documents or information must accompany the relevant check requests, if SLA Response Times are to be achieved. LexisNexis Risk Management will attempt to verify information without required information or documentation, but cannot guarantee Response Times:
    • Matric and/or Senior Certificates, National (N) Certificates prior to 1992.
    • Certificates of South African qualifications obtained before 1985. As records are not electronic.
    • Trade Certificates
    • Diplomas or Certificates of short courses, including short courses completed at Universities
    • Certificates/Diplomas from Private/Informal Institutions and Colleges
    • Diplomas/Certificates and related documentation of International Qualifications
    • Candidate’s student number for Tertiary Academic Qualification
    • Consent forms for International Institutions, the University of South Africa and Intec College.

Charges

1. No Charges are made for Requests for Additional Information.
2. No Charges for Cancellations if made prior to information being communicated to User.
3. No Supplemental Costs are made if Institution charges less than R30 for South African Check or UK £5.00/$8.00 for International Check. LexisNexis Risk Management will contact the User prior to processing where charge exceeds these amounts for authorisation to proceed. If authorised, the additional charge will be included on account statement. In all other cases, LexisNexis Risk Management absorb any supplier costs.
4. National telephone calls made by LexisNexis Risk Management operators during the verification process are NOT an additional charge.
5. LexisNexis Risk Management does NOT charge an additional fee for a Criminal Record Fingerprint Search, when a possible match from a Name Clearance Check returns a positive result.
6. Payment terms are strictly 30 days. If payment is not received within 30 days, and no prior arrangements have been made for late payments, the client’s system access will be suspended until payment is received.
7. All quoted charges are exclusive of VAT.