Service Level Agreement

The covered service is Zonalia infrastructure under Aurum Digital Consulting Limited's operational control, including covered production web or API endpoints identified in the applicable order, plan or enterprise agreement. This SLA does not create any commitment for third-party, government, logistics, payment, cloud, telecommunications or customer-controlled systems.

Unless a signed enterprise agreement states a different target, Zonalia targets 99.5% Monthly Uptime Percentage for covered paid production services.

Monthly Uptime Percentage = (total minutes in the calendar month minus Excluded Minutes minus Unavailable Minutes) divided by (total minutes in the calendar month minus Excluded Minutes), multiplied by 100.

"Unavailable" means the covered production service is materially inaccessible to substantially all requests because of a failure within systems under Aurum's control. Individual request failures, customer-specific configuration issues or feature-level defects that do not make the service materially inaccessible are not counted as platform unavailability.

Availability calculations exclude: scheduled maintenance; emergency maintenance reasonably required to protect security or stability; customer systems or credentials; third-party APIs or data sources; internet, DNS, telecommunications or cloud failures outside Aurum's reasonable control; government or regulatory-system outages; payment-provider failures; denial-of-service or malicious attacks not caused by Aurum's failure to use reasonable safeguards; force majeure; suspension permitted under the Terms; beta or preview features; and customer misuse, unsupported integrations or configuration changes.

Where practicable, planned maintenance expected to cause material interruption will be notified at least 24 hours in advance. Emergency maintenance may occur without advance notice where reasonably necessary to address security, data-integrity or service-stability risk.

Support commitments apply during Nigerian business days and hours unless an enterprise agreement states otherwise. Severity is determined reasonably by Aurum based on impact:

• P1 Critical: covered production service materially unavailable for most users, or a confirmed severe security incident affecting the covered service.
• P2 High: major production functionality materially impaired with no reasonable workaround.
• P3 Normal: non-critical defect, degraded feature, usage question or configuration issue with a workaround or limited impact.

Unless otherwise stated in the applicable plan: Growth: P1 within 1 business day, P2 within 2 business days, P3 within 3 business days. Scale: P1 within 4 business hours, P2 within 1 business day, P3 within 2 business days. Enterprise: as specified in the signed enterprise agreement.

These are first-response targets, not guaranteed resolution times. Resolution depends on cause, reproducibility, third-party dependencies and remediation complexity.

For qualifying incidents, Aurum will use commercially reasonable efforts to investigate, mitigate and restore service. Where appropriate for a material incident, we may provide a status update or post-incident summary. Nothing in this SLA requires disclosure of information that would compromise security, confidentiality, privilege or another person's rights.

If the covered service falls below 99.5% Monthly Uptime Percentage, an eligible paid customer may request a credit against a future invoice. Unless a signed agreement states otherwise: 99.0% to below 99.5% = 5% of the affected monthly service fee; 95.0% to below 99.0% = 10%; below 95.0% = 25%.

Credits apply only to the recurring fee for the affected covered service for that month, cannot exceed that month's affected service fee, are not cash refunds, cannot be transferred, and are the sole contractual remedy for an SLA availability shortfall, except for rights that cannot lawfully be limited.

To claim a credit, the customer must notify hello@aurumdigitalconsulting.com within 30 days after the end of the affected month and provide the account, affected service, approximate incident times and reasonable supporting detail. Late, duplicate, abusive or unsupported claims may be rejected. Aurum's monitoring records will be used in good faith to determine platform availability, subject to reasonable customer evidence.

This SLA does not guarantee customs processing, regulatory response, licence or permit timelines, port or terminal operations, cargo release, carrier movement, supplier performance, inspection, banking, payments, exchange rates, clearance, delivery, or any government or third-party system. Readiness, risk and HOLD/CLEAR states are operational decision aids and are not service-availability commitments or guarantees of transaction outcome.

Aurum uses reasonable technical and organisational measures appropriate to the service, but no system can be guaranteed immune from interruption, loss or attack. Unless a signed enterprise agreement expressly provides recovery-point, recovery-time, backup-retention or disaster-recovery commitments, no specific RPO, RTO or backup SLA is created by this page.

The customer must maintain valid credentials, supported configurations, appropriate connectivity and accurate contact details; promptly report incidents; cooperate reasonably with diagnosis; and avoid actions that interfere with service operation. SLA commitments do not apply to impact caused by customer breach, misuse or failure to follow reasonable technical instructions.

Aurum may temporarily suspend affected functionality where reasonably necessary to contain a security threat, prevent unlawful use, protect data, comply with law or prevent material harm. Such suspension may constitute Excluded Minutes where the triggering event was outside Aurum's reasonable control or resulted from customer conduct.

This SLA supplements the Terms of Service. A signed enterprise agreement, order form or negotiated SLA prevails where it expressly conflicts with this public SLA. The limitation-of-liability, force-majeure, governing-law and dispute provisions in the Terms apply to this SLA unless a signed agreement states otherwise.

We may update this public SLA as infrastructure, plans or service architecture evolve. Material adverse changes will be reflected with a new effective date and will not retroactively reduce a credit already earned for a completed billing month.