Terms of Service & SLA
By using 1-Saz Comply, you agree to the following terms.
1. What We Provide
Comply is an NRS-compliant e-invoicing platform for Nigerian businesses — handling IRN generation, invoice signing, QR codes, and ERP integration.
2. Your Responsibilities
- Keep your account credentials secure.
- Only submit accurate, legitimate invoice data.
- Do not share API keys across organisations.
3. Data & Privacy
Your invoice and business data is encrypted, never sold, and retained in line with Nigerian tax regulations. We only use it to deliver the service.
4. Uptime & Availability
We target 99.5% monthly uptime for all production API endpoints. Planned maintenance is scheduled Sundays 02:00–04:00 WAT with a minimum of 48 hours advance notice by email.
5. Support Response Times
Issues are classified by severity. Response and resolution targets below apply unless stated otherwise.
| Severity | Definition | First Response | Resolution Target |
|---|---|---|---|
| P1 — Critical | Full service outage; invoice signing unavailable; NRS submission blocked for all tenants | 1 hour (24/7) | 4 hours |
| P2 — High | Partial outage; a key feature (e.g. IRN generation, QR, ERP sync) is degraded or failing for one tenant | 4 hours | 1 business day |
| P3 — Medium | Non-critical feature impaired; workaround available; performance degradation | 1 business day | 3 business days |
| P4 — Low | General enquiry, documentation request, or minor UI issue | 2 business days | 10 business days |
Report issues to support@1-saz.com with subject line prefixed [P1], [P2], etc. to ensure correct routing.
6. Escalation Path
- Level 1 — Support Engineer: First response, triage, and resolution for P3/P4 issues. Contact: support@1-saz.com
- Level 2 — Senior Engineer: Escalated automatically if P2 is unresolved within 4 hours or on any P1. Internal escalation — no separate contact required.
- Level 3 — Engineering Lead: Escalated for P1 unresolved beyond 2 hours or any issue requiring infrastructure changes. Contact: engineering@1-saz.com
- Level 4 — Executive: P1 unresolved beyond 4 hours or NRS regulatory impact. Contact: cto@1-saz.com
7. Changes
We may update these terms at any time. Continued use of the platform means you accept the latest version. We'll notify you of significant changes by email.