SERVICE LEVEL AGREEMENT (SLA)
For e-Invoicing System Integration Services
Between Packetclouds Technology Ltd. and Taxpayer Clients
1. Introduction and Purpose
This Service Level Agreement (SLA) establishes the terms and conditions governing the provision of e-Invoicing integration and support services by Packetclouds Technology Ltd. (the “Service Provider”) to registered taxpayer clients (the “Client”). The purpose of this agreement is to ensure timely, reliable, and secure e-Invoicing services that comply with the Federal Inland Revenue Service (FIRS) and Monetary and Business Standards (MBS) requirements.
2. Scope of Services
Packetclouds Technology Ltd. shall provide the following e-Invoicing services:
- Real-time invoice submission and IRN generation.
- Credit and debit note registration.
- Vendor bill verification via FIRS APIs.
- Secure API integration and uptime monitoring.
- System alerts, incident management, and technical support.
- Data backup, retention, and recovery in compliance with NDPR.
3. Service Performance Metrics
|
Metric |
Target |
Description |
|
System Availability |
99.5% uptime |
Measured monthly excluding scheduled maintenance. |
|
API Response Time |
≤ 2 seconds |
Average round-trip for IRN submission or query. |
|
Incident Response Time |
≤ 2 hours |
Time to acknowledge and begin resolving critical incidents. |
|
Issue Resolution |
≤ 24 hours |
Time to restore normal operation for priority-1 issues. |
|
Data Recovery |
≤ 4 hours |
From last successful backup in case of system failure. |
4. Roles and Responsibilities
Service Provider (Packetclouds Technology Ltd.)
- Ensure continuous operation and maintenance of the e-Invoicing integration.
- Provide 24/7 monitoring and technical support.
- Maintain compliance with MBS and FIRS e-Invoice regulations.
Client (Taxpayer)
- Provide accurate business and tax configuration data.
- Ensure internal systems meet integration requirements.
- Notify Packetclouds of any operational changes affecting invoice generation.
5. Security and Compliance
- All data exchanges are encrypted via TLS 1.2+ and RSA 2048-bit protocols.
- Systems comply with NDPR and GDPR standards.
- Regular penetration testing and vulnerability assessments are conducted.
- Backups are encrypted and stored securely for a minimum of 90 days.
6. Incident Management
Incidents are categorized by severity and handled according to the following protocol:
|
Severity |
Example |
Response Time |
Resolution Time |
|
Critical (P1) |
API outage, IRN generation failure |
2 hours |
24 hours |
|
High (P2) |
Partial data sync failures |
4 hours |
48 hours |
|
Medium (P3) |
User interface errors |
8 hours |
72 hours |
|
Low (P4) |
Cosmetic or documentation errors |
24 hours |
5 business days |
7. Change Management
- All software updates, feature additions, and configuration changes follow a controlled change process.
- Clients will be notified at least 48 hours before any planned downtime or deployment.
- Version control ensures traceability of all updates affecting production.
8. Reporting and Review
- Monthly performance and uptime reports will be provided to clients.
- Quarterly SLA reviews ensure alignment with FIRS and MBS guidelines.
- Annual audit reports (technical and compliance) will be shared upon request.
9. Termination and Renewal
- Either party may terminate this SLA with 30 days' written notice.
- Renewal occurs automatically on an annual basis unless otherwise agreed.
- Upon termination, all client data will be securely exported and purged per NDPR guidelines.
10. Contact and Support Information
Service Desk (24/7 Support): support@packetclouds.com
Phone: +234 (0) 803-094-1133
Website: www.packetclouds.com
11. Agreement Sign-Off
|
Party |
Name |
Title |
Signature |
Date |
|
Service Provider |
||||
|
Client (Taxpayer) |
Document Version: 1.0
Last Updated: October 27, 2025