# Service Level Agreement (SLA) — Profitaa E-Invoicing Compliance Engine

This Service Level Agreement (“SLA”) outlines the performance parameters, availability metrics, and technical support standards guaranteed by Profitaa to corporate taxpayers and tenants leveraging our integrated MBS pre-clearance compliance infrastructure.

## 1. System Availability & Performance Uptime
– **Uptime Guarantee**: 99.9% monthly availability, excluding scheduled off-peak maintenance blocks.
– **Latency Benchmark**: Average API handshake transaction response time under 250 milliseconds.
– **Offline Fallback Protocol**: If local internet infrastructure drops, the platform catches transactions natively, queues submission workflows, and applies a structured “NRS MBRS PENDING” vector placeholder tag to invoice print layouts. The system auto-flushes the queue once network synchronization returns.

## 2. Security, Isolation, & Data Confide

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– **Data Protection Compliance**: Aligned strictly with Nigerian Data Protection Regulation (NDPR) and international SOC 2 operational standards.
– **Multi-Tenant Isolation**: Tenant account rows, cryptographic private configuration keys, and authentication token arrays remain completely segregated in secure, walled relational database schemas to eliminate cross-company leaks.
– **Payload Retention**: Document payloads are encrypted at rest using AES-256 and during transmission via active TLS 1.3 tunnels.

## 3. Incident Management & Support Frameworks
In case of communication disruptions or error code arrays (`400`, `401`, `500`), taxpayers can access tiered emergency engineering desks:

– **Severity Level 1 (Gateway Outage affecting all submissions)**: Response window under 30 minutes; continuous updates until resolution.
– **Severity Level 2 (Tenant Configuration Key Validation Faults)**: Response window under 2 hours; automated sandbox debugging support.
– **Severity Level 3 (General Ledger History View Discrepancies)**: Resolution path handled within 24 business hours.

## 4. Continuity & Compliance Responsibilities
Profitaa guarantees continuous background script maintenance updates. Any updates published to the official FIRS / NRS technical documentation guidelines will be integrated into our background API layers within 48 hours of release without requiring manual merchant code modifications.