Service Level Guarantee
Although our service is predominantly online we are firmly committed to providing a measurable level of personal service. Xebox guarantees that if more than one of the following service levels are not met in any month, Xebox will refund your month’s subscription. Of course this undertaking is subject to there being effective Terms of Business and a current service package in force at the time between us.
The underlying requirement is that you should submit complete and accurate information to us as soon as possible after every month end. Provided that you submit your information to us and have completed the month end declaration, which is a form that advises us your records are ready, within 10 days after the month end, and responded to any other request for information and explanations from us within 7 days, then:
1. we undertake to:
- process your documents within 10 normal working days of receipt
- update your Xero online accounts within 10 normal working days
- compile any required VAT Return within 10 normal working days and file your Return online within 2 days after your approval
- process your Payroll within 2 working days of receiving your employee pay details
- your PAYE End of Year Returns will be published for your approval within 28 days of the fiscal year end and filed online the next working day after your approval
We also undertake, subject to circumstances outside of our control, to
2. respond to your technical and support emails and telephone calls received from you before 2pm on any normal working day, on the same day, and calls after 2pm on the next working day.
3. complete our work within the UK by suitably qualified people with reasonable care and skill.
4. respond to all enquiries from your Accountant openly, honestly and within 5 working days of the day of receiving any request from them
5. handle all complaints, including refund claims under this Guarantee, openly, honestly and at the highest level appropriate to the seriousness of the complaint
Full details of our current service Terms of Business are available on the web site.