Service Level Agreement (SLA)
E-Invoicing Services for FIRS System Integrators
Last updated: January 2026
Overview
This Service Level Agreement (SLA) outlines the terms and conditions between WAZOBIA-Books ("Service Provider", "we", "us") and taxpayers ("Clients", "you") using our e-invoicing services. This SLA ensures timely, reliable, and secure e-invoicing services, meeting Minimum Business Standards (MBS) for availability, response times, issue resolution, and data security.
99.9% Uptime
Guaranteed service availability (excluding scheduled maintenance)
MBS Compliant
Meets FIRS Minimum Business Standards for System Integrators
Definitions
- Service: E-invoicing system integration services provided by WAZOBIA-Books, including invoice submission to FIRS, IRN generation, and related services.
- Client/Taxpayer: Business entity using WAZOBIA-Books e-invoicing services.
- FIRS: Federal Inland Revenue Service of Nigeria.
- IRN: Invoice Reference Number generated by FIRS.
- Uptime: Percentage of time the service is available and operational.
- Response Time: Time taken to acknowledge and begin addressing a service request or issue.
- Resolution Time: Time taken to fully resolve a reported issue.
- MBS: Minimum Business Standards as defined by FIRS for System Integrators.
Service Availability
Uptime Commitment
Target Availability: 99.9% uptime (excluding scheduled maintenance)
- Platinum/Enterprise Clients: 99.95% uptime
- Standard Clients: 99.9% uptime
- Free/Basic Tier: 99.5% uptime
Scheduled Maintenance
- Planned Maintenance: Maximum 4 hours per month
- Maintenance Windows: Typically scheduled during off-peak hours (2:00 AM - 6:00 AM WAT)
- Advance Notice: Minimum 48 hours notice for planned maintenance
- Emergency Maintenance: As needed, with immediate notification
Service Hours
- Core Service Hours: 24/7/365 (continuous operation)
- Support Hours: Monday - Friday, 9:00 AM - 6:00 PM WAT
- Emergency Support: 24/7 for critical issues affecting invoice submission
Response Times
| Priority Level | Description | Response Time | Resolution Time |
|---|---|---|---|
| Critical | Service completely unavailable, invoice submission failing | < 15 minutes | < 2 hours |
| High | Partial service degradation, significant impact on operations | < 1 hour | < 4 hours |
| Medium | Minor service issues, limited impact | < 4 hours | < 24 hours |
| Low | Non-critical issues, feature requests | < 24 hours | < 5 business days |
FIRS API Response Times
- IRN Generation: < 3 seconds (95th percentile)
- Invoice Submission: < 5 seconds (95th percentile)
- Status Verification: < 2 seconds (95th percentile)
Issue Resolution
Issue Classification
- Critical Issues: Complete service unavailability, FIRS API integration failure, data loss or corruption, security breaches
- High Priority Issues: Partial service degradation, performance degradation affecting multiple users, FIRS submission delays
- Medium Priority Issues: Minor functionality issues, UI/UX problems, non-critical feature requests
- Low Priority Issues: Cosmetic issues, enhancement requests, documentation updates
Resolution Process
- Issue Reporting: Client reports issue through support channels
- Acknowledgment: Service Provider acknowledges within response time
- Investigation: Service Provider investigates and identifies root cause
- Resolution: Service Provider implements fix and verifies resolution
- Communication: Service Provider communicates resolution to Client
- Follow-up: Service Provider follows up to ensure satisfaction
Data Security
Security Standards
Compliance with:
- NDPR (Nigeria Data Protection Regulation) compliance
- ISO 27001 security standards (target)
- FIRS security requirements
- Industry best practices
Data Protection Measures
Encryption:
- In Transit: TLS 1.3 encryption for all data transmission
- At Rest: AES-256 encryption for sensitive data
- API Communication: End-to-end encryption with FIRS
Access Control:
- Role-based access control (RBAC)
- Multi-factor authentication (MFA) for admin access
- Regular access reviews and audits
- Principle of least privilege
Data Backup and Recovery
- Backup Frequency: Daily automated backups
- Backup Retention: 30 days minimum
- Recovery Time Objective (RTO): < 4 hours
- Recovery Point Objective (RPO): < 1 hour
- Disaster Recovery: Tested quarterly
Service Performance
Performance Metrics
Invoice Processing:
- Invoice creation: < 500ms (95th percentile)
- Invoice submission to FIRS: < 3 seconds (95th percentile)
- QR code generation: < 200ms (95th percentile)
- PDF generation: < 1 second (95th percentile)
System Performance:
- API response time: < 200ms (95th percentile)
- Database query time: < 100ms (95th percentile)
- Page load time: < 2 seconds (95th percentile)
Service Credits and Remedies
Service Credits
If Service Provider fails to meet uptime commitments:
| Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly service fee |
| 95.0% - 99.0% | 25% of monthly service fee |
| 90.0% - 95.0% | 50% of monthly service fee |
| < 90.0% | 100% of monthly service fee |
Client Responsibilities
Client Obligations
Data Accuracy:
- Provide accurate and complete invoice data
- Ensure compliance with FIRS requirements
- Maintain valid FIRS credentials
Security:
- Maintain secure access credentials
- Report security incidents immediately
- Comply with security best practices
Monitoring and Reporting
Service Monitoring
- 24/7 Monitoring: Continuous monitoring of all systems
- Alerting: Automated alerts for issues
- Dashboards: Real-time service status dashboards
- Logging: Comprehensive logging of all operations
Service Reports
- Monthly Reports: Uptime statistics, performance metrics, incident summary, service credits (if applicable)
- Quarterly Reviews: Service performance review, client satisfaction survey, improvement recommendations, SLA compliance review
Termination
Termination by Client
- Notice Period: 30 days written notice
- Data Export: Client data available for export for 90 days
- Final Billing: Prorated billing for partial month
Data Retention After Termination
- Active Data: Available for export for 90 days
- Backup Data: Retained for 1 year (for recovery purposes)
- Compliance Data: Retained per legal requirements
Contact Information
Support Contacts
General Support:
- Email: support@wazobia-books.com
- Phone: +234 [your-phone-number]
- Hours: Monday - Friday, 9:00 AM - 6:00 PM WAT
Emergency Support:
- Email: emergency@wazobia-books.com
- Phone: +234 [emergency-phone-number]
- Hours: 24/7 for critical issues
Note: This SLA is designed to meet Minimum Business Standards (MBS) for FIRS System Integrators. By using WAZOBIA-Books e-invoicing services, Clients acknowledge that they have read, understood, and agree to be bound by this Service Level Agreement.