Posted service levels for the eProcurement team are 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:
Nicki Mundell, Senior Manager, eProcurement
Email: nicki.mundell@queensu.ca
Phone: (613) 533-6000 ext. 75537
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 ¹ú²ú´«Ã½ ’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 ¹ú²ú´«Ã½ ’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 |