Service Level Agreement

This agreement covers the IdentifyOrg production API, dashboard, payment gateway and messaging services used with a live key. Test keys, free tools, and beta features are provided as is and are outside it.

We aim for 99.9% monthly availability of the production API and dashboard, measured as the share of minutes in a calendar month in which our own monitoring can complete a request successfully.

Excluded from the calculation: scheduled maintenance announced at least 24 hours ahead, problems caused by your own systems or network, misuse that breaches our terms, and events outside our reasonable control.

BVN, NIN, driver's licence, bank and card checks depend on government databases, banks and payment networks. When one of them is down or slow we cannot control it. Such periods are reported on our status updates but are not counted against the availability target, and a call that fails because the upstream provider failed is not charged.

When an incident affects live traffic we will acknowledge it, tell affected customers by email or on the dashboard, post progress while it lasts, and share a short summary of the cause and the fix once it is resolved.

If monthly availability falls below the target, you can ask for a credit on that month's usage charges, applied to your prepaid balance:

• Below 99.9% but at least 99.0%: 5% of that month's charges.
• Below 99.0% but at least 95.0%: 10%.
• Below 95.0%: 20%.

Claims must be sent within 30 days of the month end. Credits are the sole remedy for missed availability and are not paid out as cash.

We handle personal data in line with the Nigeria Data Protection Act 2023, encrypt traffic in transit, and keep verification records only as long as needed to run and bill the service.

We may update this agreement. Material changes will be announced at least 30 days before they apply.