NRS E-Invoicing Service Level Agreement

This SLA covers the WiseWage application functions used to prepare, validate, approve, fiscalize, and retain NRS e-invoice records after production activation. It covers components operated by WiseWage and the WiseWage-to-NRS connection under WiseWage's control.

Draft creation, internal approval, PDF generation, audit retention, and accounting-register handoff are WiseWage functions. NRS endpoints, taxpayer enablement, government portals, telecommunications providers, customer networks, and customer-controlled credentials remain outside WiseWage's direct operational control.

Availability percentage equals eligible minutes minus qualifying WiseWage downtime, divided by eligible minutes, multiplied by 100. Scheduled maintenance, emergency security maintenance, upstream NRS outages, and the exclusions in Section 9 are not qualifying WiseWage downtime.

This objective is measured after production activation. Sandbox environments are supplied for testing and onboarding and are not subject to the production availability objective.

WiseWage may perform planned maintenance to protect security, reliability, compliance, or interoperability. Where reasonably practicable, planned maintenance affecting production e-invoicing will be communicated at least 48 hours in advance and scheduled outside normal Nigerian business hours.

Emergency maintenance may be performed without advance notice where delay would materially increase security, data-integrity, or service-continuity risk. WiseWage will provide notice as soon as reasonably practicable.

Response time means the target time for WiseWage to acknowledge a sufficiently detailed support report and begin triage. It is not a guaranteed resolution time. Targets are measured during support hours unless a customer agreement expressly includes extended coverage.

WiseWage prioritizes restoration or a safe workaround, then completes root-cause review and corrective action in proportion to impact. Resolution time depends on diagnosis, customer cooperation, and any required NRS or third-party action.

Standard support hours are Monday to Friday, 9:00 a.m. to 5:00 p.m. West Africa Time, excluding Nigerian public holidays. Reports may be submitted at any time to hello@wisewagehr.com; response targets run during the applicable support window unless a signed agreement provides extended coverage.

A useful report includes the managed business, environment, invoice number or IRN where safe, time of failure, operation attempted, sanitized error message, and business impact. Customers must never email API secrets, private keys, passwords, or unredacted credentials.

Suspected security issues should be reported to security@wisewagehr.com. WiseWage will triage, contain, investigate, preserve relevant evidence, and remediate confirmed incidents in accordance with applicable law and contractual obligations.

Where a confirmed incident affects customer data or integration confidentiality, WiseWage will notify affected customers without undue delay and provide information reasonably available about scope, impact, containment, and recommended customer action. Notification timing may be adjusted where law enforcement or a competent authority lawfully requires it.

Backups support restoration of WiseWage-controlled records; they cannot restore an unavailable NRS service, reverse an NRS decision, or recreate data that the customer or NRS never successfully transmitted to WiseWage.

WiseWage processes invoice, taxpayer, customer, validation, and audit data only to provide and secure the service, meet legal obligations, support authorized users, and maintain reliable records. Access is restricted by company scope and role.

NRS credentials are handled server-side and are not included in public documentation, downloadable samples, or browser responses. Data is retained and deleted in accordance with the customer agreement, the WiseWage Privacy Policy, applicable Nigerian law, and legitimate accounting or audit requirements.

The availability objective and response commitments do not apply to:

• NRS portal, API, enablement, validation, policy, certificate, or infrastructure failures outside WiseWage's control.
• Invalid, expired, revoked, mismatched, or unavailable customer or NRS credentials and taxpayer identifiers.
• Customer networks, devices, browsers, software, configuration, unauthorized changes, or failure to follow published guidance.
• Planned or emergency maintenance described in this SLA.
• Force majeure, internet-wide disruption, government action, or attacks that cannot reasonably be prevented by industry-standard controls.
• Sandbox, preview, beta, unsupported, abusive, unlawful, or out-of-scope use.

Customers should report a suspected service-level failure within 30 days after the affected month and provide enough information for WiseWage to verify the event. WiseWage will review its monitoring records, relevant NRS status information, and the documented exclusions.

No automatic service credit applies unless a signed customer order form or enterprise agreement expressly provides one. This SLA does not expand liability beyond the applicable WiseWage agreement or override rights that cannot lawfully be excluded.

WiseWage may update this SLA to reflect operational, legal, security, or NRS integration changes. The current version and effective date will remain published on this page. Material reductions to active customer commitments will be communicated as required by the governing customer agreement.

Service questions: hello@wisewagehr.com
Security reports: security@wisewagehr.com