Service and SLAs
Please describe the support model available, including hours of availability, support channels (e.g. email, phone, live chat), and escalation procedures. Responders must also include details of their Service Level Agreements (SLAs), including response times and resolution times for different levels of support incidents.
Response
TransUnion employs nearly 1,000 professionals in the UK, providing substantial resource and expertise to ensure services are delivered successfully, as agreed and on time. Our scale enables us to respond quickly and effectively to client needs.
Within our workforce we have a team of over 50 experienced consultants and more than 100 data and software analysts, supported by an experienced team of professional services experts who deliver and integrate our services into existing client systems daily. The resource available means Paylink can be confident we will successfully deliver the services.
In addition to the attached TransUnion/Bud SLA, Paylink will be supported by the following individuals and teams:
Account Management
Joseph Billinghurst will lead the overall service delivery, client relationship management, and contract oversight for Paylink. Joseph joined TransUnion in 2021, bringing over a decade of experience in the Debt Management and Recoveries sector. His deep industry knowledge and hands-on expertise will ensure Paylink receives a high-quality, professional service experience. Joseph is committed to helping you make the most of the tools and services available, positioning your business for success and supporting you in achieving your strategic goals.
Client Management
Joseph will work closely with your Client Manger to ensure the service is delivered as expected and he will provide MI reports and ensure invoicing is correctly submitted.
Subject Matter Expert (SME)
Raphael Lo, our Open Banking Product Manager, will serve as the dedicated SME, offering expert support on Open Banking capabilities, product configuration, and technical best practices to ensure successful delivery and alignment with Paylink’s requirements.
Client Service Desk
Paylink will also benefit from access to the client service desk throughout the contract for additional day-to-day support and incident reporting.
Billing Team
The billing team will be responsible for issuing monthly invoices to Paylink. Details will be closely monitored by the Client Manager, and we will include details in monthly reports.
Data Processing and Analytics Team
We have a seasoned data analytics team who will ensure the process runs smoothly. Following the planning phase, they will build a process that ensures files are processed and returned correctly within the SLA.
Escalations
If escalations are required, these will be made to the following individuals:
Head of Debt– Masood Khalighi-Sohi
Director of Diversified Market – Adam Gillott
Chief Revenue Officer – Sam Welch
SLA
TransUnion uses SLAs and KPIs to ensure services are delivered as agreed.
TransUnion can provide a quarterly service report containing all figures and SLAs over the past 12 months or a period as agreed with Paylink. The report will be reviewed and discussed in a quarterly meeting to ensure KPIs and service levels are achieved. Regular quarterly reviews ensure TransUnion delivers the best service to Paylink.
The key to creating specific KPIs and SLAs is that they drive the behaviours and results you seek. They will differ to other clients as template KPIs, and SLAs don’t drive best value. As part of the project initiation, we will design a report for Paylink which will likely evolve over the contract. We always work closely with our clients to continually refine these details.
In addition, SLAs will include platform-specific metrics to ensure consistent and reliable service delivery. These include a Platform Availability Service Level of 99.5%, and a Core Module Availability of 99.88%. All services requested by Paylink are considered part of the Core Modules. All services are provided during Business Hours, defined as between 09:00 and 17:30 GMT on a Business Day.
Please refer to the attached SLA document for further details.