Effective Date: 2026-05-29 · Version 1.0
1. Response Times
Routine inquiries: one business day. Time-sensitive matters (deadline within 5 days): same business day. Urgent matters (active IRS notice, fraud indication, payroll error blocking pay date): within 4 business hours during office hours.
2. Monthly Close
Books closed and financial package delivered by the 10th business day after month-end, provided complete source data is available by the 3rd business day.
3. Tax Filings
Draft return delivered for client review at least 10 business days before the applicable filing deadline, provided all source data is received at least 30 days before the deadline. Extensions filed without additional charge if mutually agreed in advance.
4. Payroll Processing
Payroll processed and pay-date funded as scheduled, provided approval is received before our cutoff time on the second business day before pay date.
5. Client Portal Availability
Target 99.9% monthly uptime, excluding scheduled maintenance windows announced at least 48 hours in advance. Status: status.troyaccounting.tax (coming soon).
6. Quarterly Business Review
Scheduled within the first 30 days of each calendar quarter for clients on Advisory or Fractional CFO engagements.
7. Remedies for Missed SLAs
If we materially miss any committed SLA above due to our fault, a credit equal to 5% of the affected month's engagement fee per missed item, up to 25% of monthly fee in any single month, applied to the next invoice.