Quick answer: A service level agreement (SLA) lists the measurable promises your employer of record makes, and what happens if it misses them. For an EOR in India, the core metrics are payroll date, query response time, onboarding time and statutory filing dates. Several are backed by hard legal deadlines.
- Monthly wages must be paid before the 7th of the following month under the Code on Wages.
- Final wages on exit are due within two working days under s.17(2).
- EPF and ESIC are due by the 15th of the following month, and salary TDS by the 7th.
- The quarterly salary TDS statement, Form 138, is due on 31 July, 31 October, 31 January and 31 May.
Which SLA metrics should an EOR commit to?
The ones you can measure and the employee can feel. Six cover most of the risk.
| Metric | Sensible target | Legal floor |
|---|---|---|
| Salary credited | A fixed date, before the 7th | Before the 7th of the next month |
| Final settlement | Within two working days of exit | Two working days for wages |
| EPF and ESIC deposit | Before the 15th | 15th of the next month |
| TDS deposit and Form 138 | On or before due date | 7th monthly, quarterly statements |
| Query response | A stated number of working days | None |
| Onboarding time | Days from signed contract to start | None |
The last two have no legal floor. That is exactly why they need numbers in writing.
A record of missed SLAs is also your strongest evidence if you later decide to switch EOR provider. Track them monthly. Keep the evidence.
How do statutory deadlines shape an EOR SLA?
They set the minimum. A good SLA beats them.
Suppose your EOR pays salaries on the 6th. That is legal, but tight. A one-day bank delay breaches the Code on Wages, and the employee blames you, not the EOR. Hence many clients ask for the last working day of the month instead.
The same logic applies to exits. Under the Code on Wages text, final wages are due within two working days. An SLA that promises “F&F within 30 days” falls short of the law.
Your payroll cycle cut-off date should sit early enough to hit every deadline above.
What should an SLA say about data and security?
Response and notice times for incidents. Under the DPDP Rules, a personal data breach needs a detailed report to the Data Protection Board within 72 hours, with most duties live from 13 May 2027.
So the SLA should require your EOR to tell you about any breach fast enough for you to meet your own duties. Certification evidence helps too. Ask whether the provider holds ISO 27001 under the 2022 version.
How does Remunance commit to service levels?
Remunance commits to answering client queries within 2 working days and onboarding new hires in as little as 2 working days from a signed contract. Payroll, EPF, ESIC and TDS run on the statutory calendar under our own registrations. Put those numbers in your master services agreement with us, so you can hold us to them. Our guide on how to choose the best employer of record lists the other questions to ask. To compare our service levels with your current provider’s, send us your existing SLA for a review.
What else do people ask about EOR service levels?
What happens if an EOR misses its SLA?
Whatever the contract says. Common remedies are service credits against the next invoice and a right to terminate after repeated misses.
Is an SLA part of the MSA?
Often, as a schedule. It can also stand alone.
What is a good onboarding SLA for an EOR in India?
A stated number of working days from signed contract to first day. Ask what the provider needs from you to hit it.