# Service Levels

> Onboarding times, payroll cut-off and response times for platforms using ItalyInCountry as their Italian partner.


<section> <span class="eyebrow">Service levels</span> <h1 id="times-we-commit-to-in-writing">Times we commit to in writing</h1> <p class="lede">These are the default targets. We can move payroll dates to match your global calendar during onboarding. Business days and hours are Italian (CET/CEST).</p> </section> <section> <div class="tbl"><table> <thead><tr><th>Area</th><th>Item</th><th>Target</th></tr></thead> <tbody><tr><td>Onboarding</td><td>Quote with full employment cost for a new hire</td><td><span class="review">[1 business day]</span></td></tr><tr><td>Onboarding</td><td>Employment contract draft from complete data</td><td><span class="review">[2 business days]</span></td></tr><tr><td>Onboarding</td><td>Employee registered and ready to start (EU citizen, complete documents)</td><td><span class="review">[5 business days]</span></td></tr><tr><td>Onboarding</td><td>Start date for non-EU hires</td><td>Depends on visa; timeline given with the quote</td></tr><tr><td>Payroll</td><td>Monthly variables cut-off</td><td><span class="review">[Day 15 of the month]</span></td></tr><tr><td>Payroll</td><td>Draft payroll register for your approval</td><td><span class="review">[Day 20]</span></td></tr><tr><td>Payroll</td><td>Approval and funding deadline</td><td><span class="review">[Day 23]</span></td></tr><tr><td>Payroll</td><td>Net pay credited to employees</td><td><span class="review">[Day 27]</span></td></tr><tr><td>Payroll</td><td>Payslips, GL journal and F24 summary delivered</td><td><span class="review">[Day 27]</span></td></tr><tr><td>Payroll</td><td>Off-cycle payment (correction, final pay)</td><td><span class="review">[3 business days]</span></td></tr><tr><td>Support</td><td>Partner ops query: first response</td><td><span class="review">[4 business hours]</span></td></tr><tr><td>Support</td><td>Partner ops query: resolution</td><td><span class="review">[2 business days]</span></td></tr><tr><td>Support</td><td>Employee query: first response</td><td><span class="review">[1 business day]</span></td></tr><tr><td>Support</td><td>Termination: notice and final pay calculation</td><td><span class="review">[2 business days]</span></td></tr><tr><td>Reporting</td><td>Monthly SLA report</td><td><span class="review">[By day 5 of the next month]</span></td></tr></tbody> </table></div> <p class="prose">Fixed Italian deadlines are not movable: taxes withheld and social contributions are paid through the F24 form by the 16th of the month after payment. Our calendar always leaves room for them.</p> </section>


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Source: https://italyincountry.com/service-levels.html