Service Level Agreement

This Service Level Agreement (“SLA”) describes the service commitments applicable to Taxable's e-Invoicing platform, including our availability targets, support commitments, incident response objectives, security practices, and customer responsibilities.

Our objective is to provide a dependable e-Invoicing platform that enables customers to create, validate, transmit, receive, and manage electronic invoices while supporting compliance with applicable regulatory requirements.

This SLA applies solely to Taxable's e-Invoicing services and should be read together with our Terms of Service and Privacy Policy.

The purpose of this SLA is to establish clear expectations regarding the quality of service customers can expect when using Taxable's e-Invoicing platform. Specifically, this SLA defines:

• Service availability commitments
• Performance objectives
• Support availability
• Incident response targets
• Security commitments
• Data protection practices
• Disaster recovery objectives
• Customer responsibilities

This SLA applies to the following Taxable e-Invoicing services:

• Electronic invoice creation
• Invoice validation
• Invoice transmission
• Invoice reception
• Invoice status tracking
• e-Invoicing APIs
• Customer dashboard
• Authentication services
• Notifications related to e-Invoicing
• Customer support relating to the e-Invoicing platform

This SLA does not apply to services outside Taxable's e-Invoicing platform unless expressly stated.

For the purposes of this SLA:

Availability is measured monthly and excludes:

• Planned Maintenance
• Emergency Maintenance
• Events described under the SLA Exclusions
• Circumstances outside Taxable's reasonable control

Taxable continuously monitors platform availability and investigates any material service interruption.

To maintain platform reliability and security, Taxable performs periodic maintenance. Scheduled maintenance is normally carried out on Sundays, 12:00 AM – 4:00 AM WAT.

Where reasonably practicable, customers will receive at least 48 hours' advance notice before planned maintenance begins.

Emergency maintenance may be performed without advance notice where necessary to protect platform security or stability.

Taxable is committed to providing a responsive and reliable platform. While actual performance may vary depending on customer network conditions and third-party services, Taxable continuously monitors:

• API responsiveness
• Invoice processing performance
• Authentication services
• Dashboard availability
• Platform health
• Integration status

Performance metrics are regularly reviewed to identify opportunities for improvement.

Customer support is available by email at support@taxable.ng.

Support Hours: Monday – Friday, 8:00 AM – 6:00 PM WAT.

Critical incidents affecting platform availability may be investigated outside normal business hours where operationally necessary.

Taxable operates an incident management process designed to minimise disruption and restore affected services as quickly as reasonably practicable. Each reported incident is:

• Logged
• Assessed
• Assigned a severity level
• Prioritised
• Investigated
• Resolved
• Reviewed where appropriate

Customers may be asked to provide additional information to assist with investigation.

Resolution times are targets and not guarantees. Taxable will use commercially reasonable efforts to resolve issues as quickly as practicable.

Taxable adopts a defence-in-depth approach to information security. Administrative, technical, and organisational safeguards are implemented to protect customer information against unauthorised access, disclosure, alteration, and destruction.

These safeguards include, where appropriate:

• Encryption of data in transit using TLS
• Encryption of sensitive data at rest
• Role-based access controls
• Secure authentication mechanisms
• Continuous monitoring
• Audit logging
• Secure software development practices
• Regular vulnerability assessments
• Independent penetration testing
• Security incident response procedures

Security controls are reviewed periodically to address evolving threats and regulatory requirements.

Taxable processes customer information in accordance with applicable data protection laws, including the Nigeria Data Protection Act (NDPA).

Customer information is processed solely for the purposes of providing and supporting the e-Invoicing service, meeting legal obligations, improving service quality, and protecting the security and integrity of the platform.

Taxable maintains business continuity and disaster recovery procedures designed to support the restoration of critical e-Invoicing services following a significant operational disruption. The following recovery objectives apply:

These objectives represent operational targets and may be affected by circumstances beyond Taxable's reasonable control.

Taxable is committed to maintaining reliable connectivity with supported government and regulatory e-Invoicing systems. The platform continuously monitors integration health and promptly investigates failures affecting supported integrations.

Certain services depend on external regulatory infrastructure, including the Nigeria Revenue Service (NRS) and other authorised government systems.

Where interruptions originate from external regulatory infrastructure or third-party networks beyond Taxable's reasonable control, Taxable will use commercially reasonable efforts to restore normal operations as soon as those external services become available and will communicate material disruptions to affected customers where appropriate.

Customers are responsible for:

• Maintaining accurate account information
• Protecting account credentials
• Ensuring invoice data submitted through the platform is accurate and lawful
• Promptly reporting suspected security incidents or service issues
• Maintaining reliable internet connectivity when accessing the platform
• Complying with applicable laws and regulatory requirements relating to electronic invoicing

Failure to fulfil these responsibilities may affect Taxable's ability to meet the service commitments described in this SLA.

The commitments described in this SLA do not apply to service interruptions arising from:

• Planned Maintenance
• Emergency Maintenance
• Failures of external government systems or regulatory infrastructure
• Internet service provider failures
• Customer hardware, software, or network issues
• Third-party services outside Taxable's reasonable control
• Force majeure events, including natural disasters, civil unrest, war, terrorism, or widespread utility failures
• Customer misuse of the platform or failure to follow documented requirements

Taxable is committed to continually improving the reliability, resilience, security, and performance of its e-Invoicing services.

Service performance, customer feedback, operational metrics, security practices, and regulatory requirements are reviewed on an ongoing basis to identify opportunities for improvement.

Where appropriate, Taxable will implement enhancements to strengthen service quality and customer experience.

Taxable may update this SLA from time to time to reflect changes in technology, operations, legal requirements, or regulatory obligations.

Where material changes are made, the updated SLA will be published on the Taxable website together with the revised effective date.

Continued use of the e-Invoicing service following publication of an updated SLA constitutes acceptance of the revised terms.

For questions relating to this SLA or to report service issues, please contact: