Scope#
Plain English: this document says how reliable the MiTax service is, how fast invoices are processed, and how quickly we respond when something breaks.
This Service Level Agreement applies to the MiTax e-invoicing and tax-compliance platform operated by Worllet Ltd, trading as MiTax, in its role connecting taxpayers to the Nigeria Revenue Service Merchant-Buyer Solution (MBS) under the National Regulatory Guideline for Electronic Invoicing (2025).
It covers the transmission of electronic invoices, the validation of counter-parties, and the retrieval of Invoice Reference Numbers, cryptographic stamps and QR codes from the registry. It does not extend the availability of the Nigeria Revenue Service systems themselves, which are outside MiTax control.
Service levels#
Plain English: the numbers we commit to, in one table.
| Commitment | Target | Measurement window |
|---|---|---|
| Platform availability | 99.9% uptime | Calendar month |
| Invoice processing | Within 24 hours of receipt | Per invoice |
| Transmission acknowledgement | Within 1 hour of a successful registry response | Per invoice |
| Support acknowledgement | Within 1 hour for critical incidents | Per ticket |
| Incident resolution target | Within 48 hours for critical incidents | Per incident |
These targets follow the performance expectations set out in the National Regulatory Guideline for Electronic Invoicing (2025) for service integrators.
Availability#
Plain English: the service aims to be up 99.9% of the time each month.
MiTax targets monthly availability of 99.9% for its e-invoicing transmission and party-validation endpoints. Availability is calculated as the percentage of one-minute intervals in the calendar month during which the service correctly accepts requests, excluding the scheduled-maintenance and exclusion periods described below.
The platform runs on cloud infrastructure with connection-pooled managed PostgreSQL and auto-scaling serverless functions, so capacity follows demand. Health is monitored continuously and failures are alerted to the on-call operator.
Invoice processing#
Plain English: an invoice you submit is transmitted to NRS within 24 hours, usually in seconds.
A well-formed invoice submitted to MiTax is formatted into its UBL 2.1 / PINT-NG representation, its counter-party is validated, and it is transmitted to the MBS registry within 24 hours of receipt. In normal operation this completes in seconds; the 24-hour figure is the outer bound that absorbs registry-side queuing or retryable transport errors.
Where the registry returns a successful response carrying an Invoice Reference Number, cryptographic stamp identifier and QR code, MiTax records and surfaces all three within one hour. MiTax never fabricates a registry acknowledgement; a rejection or a transport failure is reported as such and the invoice remains retryable.
Support & incidents#
Plain English: critical problems get acknowledged within an hour and we aim to fix them within two days.
Support requests are triaged by severity. A critical incident is a full or partial outage of the e-invoicing service or a failure that prevents invoices from being transmitted. A high incident materially degrades the service without stopping it. Normal requests are questions and non-blocking issues.
| Severity | Acknowledgement | Resolution target |
|---|---|---|
| Critical | 1 hour | 48 hours |
| High | 4 business hours | 5 business days |
| Normal | 1 business day | Best effort |
Reach support at support@mitax.io. Include your integrator reference and, for e-invoicing issues, the affected invoice identifier so the incident can be traced.
Maintenance#
Plain English: planned work is scheduled off-peak and announced ahead of time.
Scheduled maintenance is performed during low-traffic windows and is announced at least 48 hours in advance where practicable. Time inside an announced maintenance window does not count against the availability target. Emergency maintenance to protect security or data integrity may be performed with shorter notice.
Security & data#
Plain English: traffic is encrypted, credentials are protected, and we handle personal data under Nigerian law.
All traffic to MiTax and onward to the registry is encrypted in transit. Registry API and secret keys are stored as protected secrets and are never written to logs; only a masked suffix is ever exposed for debugging. Access to production systems is restricted and audited.
Personal data is processed in line with the Nigeria Data Protection Act 2023. MiTax maintains an information-security programme and is pursuing ISO/IEC 27001 certification. Data-subject rights requests are handled through the channels published in the MiTax NDPA notice and Privacy Policy.
Exclusions#
Plain English: things outside our control do not count against these targets.
The availability and processing targets do not apply to downtime caused by: outages or maintenance of the Nigeria Revenue Service or Merchant-Buyer Solution systems; failures of third-party networks, payment service providers or cloud regions outside MiTax control; force majeure events; misuse of the API outside its documented contract; or suspension for security or legal reasons.
Reporting#
Plain English: ask and we will share how the service performed.
On request, MiTax provides integrators and the regulator with availability and incident summaries for a stated period. Every request and response carries a request identifier for tracing and reconciliation.
Contact#
Worllet Ltd, trading as MiTax · 15 Harbour Road, Onne, Rivers State, Nigeria.
Support: support@mitax.io · General: hello@mitax.io · +234 810 242 6938.