E-Invoicing SLA
This page combines the Access Point Provider and Systems Integrator SLA documents into one continuous, scrollable reference. Use the sidebar links to jump within the page, or scroll from top to bottom without switching documents.
SECTION 1: ACCESS POINT PROVIDER (APP) SLA
SERVICE LEVEL AGREEMENT - ACCESS POINT PROVIDER
This SLA Agreement is delivered by Wragby Business Solutions & Technologies Limited, a company duly incorporated under the laws of the Federal Republic of Nigeria, whose registered office is situated at Plot 21A Olubunmi Rotimi Street, Lekki Phase I, Lagos, Nigeria (herein referred to as "Wragby") to ********************, a company duly incorporated under the laws of Nigeria, whose registered office is situated at ***************. (herein referred to as the "Customer"). Each party shall be individually referred to herein as a "Party" and collectively as the "Parties".
1. Purpose
This Service Level Agreement (SLA) defines the obligations, performance standards, and governance terms under which Wragby, acting as a certified Access Point Provider (APP), will route, transmit, and deliver e-invoices between Taxpayers and the NRS regulatory infrastructure.
2. Scope of Services
Wragby will provide the following APP services:
- Secure routing and transmission of e-invoices between the Taxpayer's system and the NRS network
- Digital signing and encryption of invoice data in transit
- Invoice Reference Number (IRN) relay and acknowledgment handling
- Real-time transmission status and delivery receipts
- Interoperability with other certified Access Point Providers
- Compliance with NRS technical specifications and transmission protocols
- Audit trail maintenance for all transmitted invoices
3. Service Availability
| Service | Availability / SLA | Notes |
|---|---|---|
| APP Transmission Gateway | 99.9% uptime per month | Measured monthly; excludes scheduled maintenance |
| Invoice Routing Engine | 99.9% uptime per month | Covers all NRS-bound invoice routing |
| Digital Signing Service | 99.9% uptime per month | HSM-backed signing infrastructure |
| NRS Connectivity | Subject to regulatory uptime | Wragby will notify Taxpayer of authority-side outages |
| Support Desk | 24/7 | Public holidays included |
Scheduled Maintenance
- Planned maintenance will be communicated at least 48 hours in advance.
- Emergency maintenance will be communicated promptly upon identification.
4. Performance Metrics
4.1 KPIs - Access Point Provider
| Category | KPI | Description | Target |
|---|---|---|---|
| Transmission Performance | Invoice Delivery Success Rate | % of invoices successfully routed to NRS | >= 99.9% |
| Transmission Latency | Time from receipt to delivery at NRS endpoint | <= 5 seconds | |
| Digital Signing Speed | Time to apply digital signature per invoice | <= 3 seconds | |
| IRN Relay Accuracy | Correct relay of IRN/acknowledgment to originating system | 100% | |
| Duplicate Rejection Rate | Accuracy of detecting and blocking duplicate submissions | 99.9% | |
| Reliability | APP Uptime | Overall availability of the access point gateway | >= 99.9% |
| API Uptime | Availability of Taxpayer-facing and NRS-facing APIs | >= 99.5% | |
| System Response Time | Average API response time | < 2 seconds | |
| Compliance | Audit Trail Completeness | Invoices with complete transmission logs | 100% |
| Compliance Error Rate | Ratio of rejected transmissions due to compliance failures | < 0.5% | |
| Support | Incident Resolution SLA | Issues resolved within defined SLA windows | >= 95% |
4.2 Reporting
| Reporting Level | Frequency | Focus Areas | Format |
|---|---|---|---|
| Daily Operations | Daily (Automated) | Transmission success/failure, API health, delivery receipts, alerts | Automated Dashboard |
| Monthly Service Report | Monthly | Uptime stats, SLA performance, incident summary | Report / Email |
| Quarterly Executive Review | Quarterly | Compliance performance, risk assessment, strategic roadmap | Executive Presentation |
4.3 Support Response Times
| Incident Severity | Target Response Time | Target Resolution |
|---|---|---|
| Critical - Gateway/System Down | 15 minutes | 4 hours** |
| High - Transmission Failures (Major) | 1 hour | 8 hours** |
| Medium - Partial Routing Impact | 4 hours | 2 business days** |
| Low - Minor Issues or Queries | 1 business day | 3 business days** |
** Resolution time is dependent on the nature of the issue, third-party dependencies, and NRS/FIRS system availability.
5. Connectivity & Interoperability
- Maintain certified connectivity to the NRS network at all times.
- Support interoperability with other accredited Access Point Providers.
- Implement regulatory transmission changes within prescribed timeframes.
- Notify the Customer of regulatory changes affecting transmission workflows within 5 business days.
6. Data Security & Privacy
- All invoice data transmitted through the APP will be encrypted in transit using TLS 1.2 or higher.
- Audit logs will be maintained for all transmission events and accessible to the Customer on request.
- Wragby will comply with the Nigeria Data Protection Act (NDPA) and applicable data protection regulations.
- Unauthorized access to invoice data is strictly prohibited and subject to access control mechanisms.
7. Roles & Responsibilities
| Wragby (APP) | Customer (Taxpayer) |
|---|---|
| Maintain certified APP gateway and signing infrastructure | Ensure invoice data is formatted to NRS specifications before submission |
| Ensure NRS/FIRS connectivity and protocol compliance | Maintain valid API credentials and connectivity to APP endpoints |
| Provide delivery receipts and transmission acknowledgments | Escalate unresolved issues through agreed support channels |
| Report outages and incidents within defined SLA | Respond to requests for clarification or information in a timely manner |
8. Change Management
Wragby employs a structured Change Management framework covering risk assessment, impact analysis, and stakeholder communication to ensure minimal disruption during software upgrades, infrastructure changes, or protocol updates.
9. Termination
- Either party may terminate with 60 days' written notice.
- The Customer remains liable for fees earned prior to termination.
10. Governing Law & Dispute Resolution
This Agreement shall be governed by and construed in accordance with the Laws of the Federal Republic of Nigeria. Any disputes arising under or in connection with the validity, interpretation, and performance of this Agreement that cannot be resolved amicably within 30 days shall be referred to Arbitration at the Lagos Court of Arbitration (LCA) before a single arbitrator, in accordance with the Arbitration and Mediation Act, Cap A18, Laws of the Federation of Nigeria. Arbitration proceedings shall be conducted in Lagos. Each Party shall bear its own costs; arbitrator fees shall be split equally.
Service Level Acceptance
This page represents the attestation of representatives of both the Customer and Wragby Business Solutions and Technology Limited, having shared and agreed on a common understanding of the scope, responsibilities, and performance terms contained within this SLA. Changes to the agreed scope require initiation of Wragby's Change Management process and may impact overall cost and schedule.
Signatures
Service Provider (Wragby)
- Name: ___________________________
- Title: ___________________________
- Signature: ______________________
- Date: ___________________________
Customer
- Name: ___________________________
- Business ID / Tax ID: ____________
- Signature: ______________________
- Date: ___________________________
SECTION 2: SYSTEMS INTEGRATOR (SI) SLA
SERVICE LEVEL AGREEMENT - SYSTEMS INTEGRATOR
This SLA Agreement is delivered by Wragby Business Solutions & Technologies Limited, a company duly incorporated under the laws of the Federal Republic of Nigeria, whose registered office is situated at Plot 21A Olubunmi Rotimi Street, Lekki Phase I, Lagos, Nigeria (herein referred to as "Wragby") to ********************, a company duly incorporated under the laws of Nigeria, whose registered office is situated at ***************. (herein referred to as the "Customer"). Each party shall be individually referred to herein as a "Party" and collectively as the "Parties."
1. Purpose
This SLA defines the obligations, performance standards, and governance terms under which Wragby, acting as a certified Systems Integrator (SI), will design, implement, configure, and support the integration of the Customer's business systems with the NRS e-invoicing infrastructure.
2. Scope of Services
Wragby will provide the following SI services:
- End-to-end integration design between the Customer's ERP, accounting, or billing systems and the NRS e-invoicing platform
- API integration development, configuration, and testing
- Invoice data mapping, transformation, and schema validation setup
- Digital signature and IRN generation configuration within the Customer's system environment
- User acceptance testing (UAT) support and go-live readiness assessment
- Post-go-live integration support and monitoring
- Compliance updates and integration adjustments in response to regulatory changes from NRS
- Training and documentation for the Customer's technical and operational teams
3. Service Availability
| Service | Availability / SLA | Notes |
|---|---|---|
| Integration Platform / Middleware | 99.5% uptime per month | Measured monthly; excludes scheduled maintenance |
| API Gateway (SI-managed) | 99.5% uptime per month | Covers Customer-to-NRS API bridge |
| Invoice Validation Engine | 99.9% uptime per month | Schema and business rule validation |
| Integration Support Desk | 24/7 | Public holidays included |
| Emergency Support | On-call for critical incidents | As defined in Severity Matrix, Section 4.3 |
Scheduled Maintenance
- Planned maintenance will be communicated at least 48 hours in advance.
- Emergency maintenance will be communicated as soon as identified.
4. Performance Metrics
4.1 KPIs - Systems Integrator
| Category | KPI | Description | Target |
|---|---|---|---|
| Integration Performance | Invoice Processing Success Rate | % of invoices processed without errors or manual intervention | >= 99.9% |
| API Submission Success Rate | Successful submissions through the SI-managed integration layer | >= 99.9% | |
| QR Code Generation Time | Time to generate QR code per invoice | <= 5 seconds | |
| Invoice Signing Time | Time to sign invoice via integrated signing service | <= 5 seconds | |
| Invoice Transmission Time | Time from SI receipt to delivery to APP/NRS | <= 5 seconds | |
| Duplicate Prevention Rate | Accuracy of detecting and blocking duplicate invoices | 99.9% | |
| Reliability | Application Uptime | Overall availability of the integration platform | >= 99.9% |
| API Uptime | Availability of ERP and NRS-facing integrations | >= 99.5% | |
| System Response Time | Average API/UI response time | < 2 seconds | |
| Compliance | Audit Trail Completeness | Invoices with complete workflow and change logs | 100% |
| Compliance Error Rate | Ratio of compliance-related rejections | < 0.5% | |
| User & Support | Incident Resolution SLA | Issues resolved within defined SLA | >= 95% |
| Training Satisfaction Score | User satisfaction from training sessions | >= 4.5/5 | |
| Problem Recurrence Rate | % of support tickets reopened after closure | < 2% | |
| Governance | Change Success Rate | Successful deployments without rollback | >= 98% |
| RCA Completion SLA | Time to complete Root Cause Analysis post-incident | < 5 business days |
4.2 Reconciliation & Reporting
- Daily and intraday reconciliation across the Customer's ERP, the e-invoice platform, and NRS.
- Exception queues for mismatches with Finance workflows for correction.
- Digitally signed reconciliation reports archived alongside invoice evidence.
- Dashboards for Finance, IT, and Compliance teams with drill-down and export functionality.
| Reporting Level | Frequency | Focus Areas | Format |
|---|---|---|---|
| Daily Reporting | Daily (Automated) | Invoice processing trends, API health, workflow bottlenecks, high-severity alerts | Automated Dashboard |
| Quarterly Executive Report | Quarterly | Financial exposure prevented, compliance performance, operational excellence metrics, strategic roadmap | Executive Presentation |
| Quarterly Review | Quarterly | Quarter-over-quarter KPI comparison, efficiency gains, compliance readiness, modernisation roadmap | Summary Deck / Report |
4.3 Support Response Times
| Incident Severity | Target Response Time | Target Resolution |
|---|---|---|
| Critical - System Down / Integration Broken | 15 minutes | 4 hours** |
| High - Major Functionality Affected | 1 hour | 8 hours** |
| Medium - Partial Impact | 4 hours | 2 business days** |
| Low - Minor Issues or Queries | 1 business day | 3 business days** |
** Resolution time is dependent on the nature of the issue, third-party dependencies (including ERP vendor and NRS systems), and operational factors.
5. Implementation & Delivery Standards
- Provide a documented integration design and project plan before implementation begins
- Test all integrations in a staging environment before production deployment
- Conduct User Acceptance Testing (UAT) jointly with the Customer's designated team prior to go-live
- Provide post-go-live hypercare support for a minimum of 14 days following production deployment
- Manage scope changes through Wragby's Change Management process
6. Data Security & Privacy
- Encrypt invoice data in transit (TLS 1.2 or higher) and at rest
- Govern access with role-based access controls (RBAC)
- Maintain comprehensive audit logs for invoice processing and system access
- Comply with the Nigeria Data Protection Act (NDPA) and NRS data handling requirements
- Prohibit sharing invoice data with unauthorized third parties
7. Roles & Responsibilities
| Wragby (Systems Integrator) | Customer (Taxpayer) |
|---|---|
| Design, build, and maintain the integration between Customer systems and NRS | Provide timely access to relevant business systems, APIs, and technical staff |
| Ensure integration components comply with NRS technical specifications | Ensure ERP/source system data quality before integration testing |
| Provide timely support, bug fixes, and compliance updates | Complete UAT and sign off on go-live readiness |
| Deliver training and documentation to Customer teams | Report integration issues through agreed support channels |
8. Change Management
Wragby employs a structured Change Management framework covering risk assessment, impact analysis, and stakeholder communication. All integration changes follow this process to ensure minimal disruption.
9. Termination
- Either party may terminate with 60 days' written notice.
- The Customer remains liable for fees earned prior to termination.
- Upon termination, Wragby will assist with orderly transition of integration assets and documentation.
10. Governing Law & Dispute Resolution
This Agreement shall be governed by and construed in accordance with the Laws of the Federal Republic of Nigeria. Any disputes arising under or in connection with the validity, interpretation, and performance of this Agreement that cannot be resolved amicably within 30 days shall be referred to Arbitration at the Lagos Court of Arbitration (LCA) before a single arbitrator, in accordance with the Arbitration and Mediation Act, Cap A18, Laws of the Federation of Nigeria. Arbitration proceedings shall be conducted in Lagos. Each Party shall bear its own costs; arbitrator fees shall be split equally.
Service Level Acceptance - SI
This page represents the attestation of representatives of both the Customer and Wragby Business Solutions and Technology Limited, having shared and agreed on a common understanding of the scope, responsibilities, and performance terms contained within this SLA. Changes to the agreed scope require initiation of Wragby's Change Management process and may impact overall cost and schedule.
Signatures
Service Provider (Wragby)
- Name: ___________________________
- Title: ___________________________
- Signature: ______________________
- Date: ___________________________
Customer
- Name: ___________________________
- Business ID / Tax ID: ____________
- Signature: ______________________
- Date: ___________________________