SERVICE LEVEL AGREEMENT (SLA)

E-Invoicing Services Between Velvot Nigeria Limited and Taxpayers

Introduction

This Service Level Agreement (SLA) defines the service commitments, operational expectations, performance targets, responsibilities, and support framework for e-Invoicing services delivered by Velvot Nigeria Limited (“Velvot” or “Service Provider”) to taxpayers (“End Users”).
The SLA ensures that the e-Invoicing platform operates reliably, securely, and in full compliance with the Monitoring & Billing System (MBS) standards, relevant government regulations, and applicable data protection laws.

This agreement establishes measurable Key Performance Indicators (KPIs) and operational standards that Velvot shall meet, and the corresponding obligations of taxpayers to enable efficient service delivery.

The main objectives of this SLA are:

To ensure predictable, reliable, and uninterrupted e-invoicing services.
To ensure compliance with MBS technical, operational, and security guidelines.
To define acceptable service levels, KPIs, and response/resolution timeframes.
To clearly outline the roles, responsibilities, and obligations of all parties.
To establish mechanisms for support, maintenance, issue escalation, and reporting.
To protect the privacy, confidentiality, and integrity of taxpayer data.

Velvot Nigeria Limited shall provide a secure, cloud-based e-Invoicing platform that includes but is not limited to:

Core Functional Services

Creation, validation, and issuance of e-Invoices.
Real-time submission of invoice data to the MBS system.
Automatic stamping, acknowledgement, and retrieval of validated invoices.
Provision of web portal + API endpoints for business applications (ERP, POS, accounting systems).
Audit trail tracking for each invoice lifecycle step.

Technical & Integration Services

RESTful APIs for system integration.
Sandbox environment for testing third-party integrations.
API usage monitoring and rate-limiting protection.
Authentication via API keys, OAuth tokens, or other secure mechanisms.

Support & Incident Management

24/7/365 customer support via email, phone, and ticketing system.
Tier-based support escalation (Level 1 – Level 3).
Issue diagnosis, troubleshooting, and root-cause analysis (RCA).

Hosting Infrastructure

Cloud hosting on a secure, redundant data center environment.
Automated scalability during peak load periods.
Multi-zone redundancy for improved service uptime.

Compliance & Regulatory Services

Aligning with all MBS specifications and periodic updates.
Maintaining data retention and archiving as required by the tax authority.
Mandatory security audits and compliance reporting.

Velvot shall ensure continuous availability of the e-invoicing platform as follows:

Uptime Commitment

Service Uptime Target: 99.5% per calendar month (no more than 3h 36m downtime monthly).
Applies to core invoicing functions, portal access, and API availability.

Scheduled Maintenance

Notice provided 48 hours in advance.
Scheduled downtime limited to 4 hours per month.
Will be conducted during off-peak periods (e.g., 12am–4am West Africa Time).

Unplanned Downtime

Critical outages will be communicated within 30 minutes of detection.
Velvot will provide a recovery update every hour until resolution.

Performance Degradation

In cases where the system is up but processing slower than SLA thresholds, Velvot will:

Monitor real-time performance metrics
Reallocate compute resources
Apply hotfixes where required

KPI Category

Invoice Validation Speed

API Response Time

Transaction Throughput

Error Rate

Support Response Time

DR Recovery

Description

Time to validate an invoice

Average response per request

Invoices processed per minute

Failed transactions

First contact for P1–P4 issues

Recovery of full service after disaster

Target

≤ 3 seconds

≤ 2 seconds

≥ 2000 transactions

< 0.5%

As defined in Section 6

≤ 4 hours

Severity Level

P1 – Critical

P2 – High

P3 – Medium

P4 – Low

Description

Entire platform unavailable

Major functions affected for multiple users

Minor disruptions affecting limited users

General inquiries, non-critical issues

Response Time

≤ 15 minutes

≤ 30 minutes

≤ 2 hours

≤ 24 hours

Resolution Time

≤ 4 hours

≤ 8 hours

≤ 24 hours

≤ 3–5 business days

Velvot shall ensure end-to-end security of taxpayer data.

Security Standards

Backup

Velvot shall provide:

Taxpayers using the e-invoicing system agree to:

Velvot shall:

This SLA does not cover:

SLA reviewed every 12 months or as mandated by regulatory changes.
Velvot may update the SLA following official communication.
Any amendment supersedes previous SLA versions.

SERVICE LEVEL AGREEMENT (SLA)

Introduction

The main objectives of this SLA are:

Velvot Nigeria Limited shall provide a secure, cloud-based e-Invoicing platform that includes but is not limited to:

Core Functional Services

Technical & Integration Services

Support & Incident Management

Hosting Infrastructure

Compliance & Regulatory Services

Velvot shall ensure continuous availability of the e-invoicing platform as follows:

Uptime Commitment

Scheduled Maintenance

Unplanned Downtime

Performance Degradation

KPI Category

Description

Target

Severity Level

Description

Response Time

Resolution Time

Velvot shall ensure end-to-end security of taxpayer data.

Security Standards

Backup

Velvot shall provide:

Taxpayers using the e-invoicing system agree to:

Velvot shall:

This SLA does not cover:

Join Our Newsletter

Join Our Newsletter

Your Digital Strategy Partner

Email

Phone

Our Solution

Technologies

Industries

© 2024 Velvot Nig. Limited- All Rights Reserved.

Your Digital Strategy Partner

Email

Phone

Our Solution

Technologies

Industries

© 2025 Velvot Nig. Limited- All Rights Reserved.