Posted service levels for the acQuire, Accounts Payable and Credit Card team is outlined below.
*Note, service level clock commences when a complete form or request is received. Partial completeness does not start the service level clock.
If you have any questions or concerns regarding posted service levels, please contact:
Nicole Fowler
Associate Director
Email: nicole.fowler@queensu.ca | ext. 32209
Area:
| Deliverable | Description | Service Level |
|---|---|---|
| Email acknowledgement of message sent to accounts.payable@queensu.ca | Response to be sent to sender acknowledging receipt of email. If possible, will answer inquiry or note a time when inquiry will be answered, if item needs to be investigated further. | Within two (2) business days |
| Invoice Processing* | Invoice will be processed for payment. Departments are responsible for ensuring that the necessary approvals on the vouchers are obtained to ensure payment to supplier is made based on supplier’s payment term on file. | Within ten (10) business days |
| Monthly Physician Payments* | Monthly physician payments for incorporated physicians and non-incorporated physicians (T4A). Payments for processing are received from Faculty of Health Sciences departments only. | Processed five (5) calendar days prior to last pay cycle of month, provided completed spreadsheets are received by AP seven (7) calendar days prior to last pay cycle |
| Rent* | Upon receipt of the completed Lease Payment Form, AP will enter the vouchers to be paid (i.e. monthly, quarterly or annually). | Within five (5) business days |
| Utility Invoice Processing* | Invoice will be processed for payment. Departments are responsible for ensuring that the necessary approvals on the vouchers are obtained to ensure payment to supplier is made based on supplier’s payment term on file. | Within five (5) business days |
| Voucher Uploads* | Upon receipt of the completed Voucher Spreadsheet template, AP will upload into PeopleSoft to pay either on the next pay cycle or on the payment term. | Within five (5) business days |
| Acknowledgement of message sent to acquire@queensu.ca | If possible, will answer inquiry or note a time when inquiry will be answered, if item needs to be investigated further. | Within two (2) business days |
|---|---|---|
| Acknowledgement of message sent to aq.supplier@queensu.ca | If possible, will answer inquiry or note a time when inquiry will be answered, if item needs to be investigated further. | Within two (2) business days |
| Acknowledgement of message sent to purchaseorders@queensu.ca | If possible, will answer inquiry or note a time when inquiry will be answered, if item needs to be investigated further. | Within two (2) business days |
| acQuire Access/Support Help Form* | Access/Support request will be actioned. Departments are responsible for ensuring that the necessary approvals and any applicable training requirements for the request are provided/completed to ensure efficient servicing of the request from acQuire team. | Within two (2) business days |
| Signing Authority Non-Research Including acQuire Form Requests* | Signing Authority request will be actioned. | Within five (5) business days |
| PO Change Order Request Forms* | PO Change Order Request Form will be reviewed. Forms are subject to multiple levels of approval workflow, service level expectations are for each level of workflow. | Within three (3) business days |
| Supplier Addition Requests – Add New Supplier Request Form* | Review of request. Requests are subject to multiple levels of approval workflow, service level expectations are for each level of workflow. | Within two (2) business days |
| Supplier Addition Requests – Payment Request Form, Honorarium Payment Form, Research Fund Transfer Form, Research Payment Form* | Review of request | Within three (3) business days |
| Supplier Modification Requests - Modify Existing Supplier Form* | Review of request | Within two (2) business days |
| Supplier Modification Requests – Payment Request Form, Honorarium Payment Form, Research Fund Transfer Form, Research Payment Form* | Review of request | Within three (3) business days |
| Supplier Management Registrations (Post Registration Submission)* | Review of registration. Registrations are subject to multiple levels of approval workflow, service level expectations are for each level of workflow. | Within two (2) business days |
| Supplier Management Registration Updates (Post Registration Update Submission)* | Review of registration update. Registration updates are subject to multiple levels of approval workflow, service level expectations are for each level of workflow. | Within two (2) business days |
| SPS Catalogue/Non-Catalogue Purchase Requisition Review* | Review of Requisition. Requisitions are subject to multiple levels of approval workflow, service level expectations are for each level of workflow | Within two (2) business days |
| SPS Payment Request Requisition Review* | Review of Requisition. | Within two (2) business days |
| Procurement Management Approval | Review of card application to ensure it is compliant to policy. | Within two (2) business days |
|---|---|---|
| Entering application into Scotiabank’s request system | Enter approved application into CentreSuite. Note: receipt of card from Scotiabank/VISA can take up to fifteen (15) business days from entry of application. | Within three (3) business days |
| Appointment setup in cardholder’s calendar for card pickup | Appointment setup for training and credit card pickup – calendar invite to be sent from creditcards@queensu.ca | Within two (2) business days of receipt of card |
| Complete the action requested | Complete approved change request in the CentreSuite system, notifying cardholder of change being completed. | Within two (2) business days |
| Email acknowledgement of message sent to creditcards@queensu.ca | Response to be sent to sender acknowledging receipt of email. If possible, will answer inquiry or note a time when inquiry will be answered, if item needs to be investigated further. | Within two (2) business days |