Service Level Agreement

This SLA supplements your Agreement (including our Terms of Service and order form). If your order form sets different uptime, credits, or support targets, those terms prevail for your subscription.

Parties

This Service Level Agreement (“SLA”) is part of the Agreement between:

1. Customer — the legal entity that contracts with MaiGuard (as identified on your order form or account) (“Customer”, “you”, “your”); and
2. Maiguard Sentinel Limited (trading as MaiGuard), a registered subsidiary of Lyrisoft Technologies Limited, of 2 Otunba McMadu Close, Lagos (“MaiGuard”, “we”, “us”, “our”).

Capitalised terms not defined in this SLA have the meaning given in the Agreement.

1. Scope

1.1 This SLA applies to the Production Service (as defined below) made available to Customer under the Agreement during a paid or trial subscription, excluding features marked beta, preview, or deprecated, unless the Parties agree otherwise in writing.

1.2 MaiGuard primarily serves customers operating in Africa; support hours and maintenance communications are aligned to West Africa Time (WAT, UTC+1) unless a plan or order form specifies extended coverage.

1.3 This SLA does not guarantee specific fraud outcomes, model accuracy, or regulatory results—only availability and support responsiveness as stated herein.

2. Definitions

“Downtime” means the period during which the Production Service is unavailable such that Customer cannot successfully authenticate and call core scoring APIs (for example POST /v1/transactions/score) or access the tenant dashboard, as measured by MaiGuard’s monitoring systems, excluding Excluded Events (Section 5).

“Monthly Uptime Percentage” means, for a given calendar month: 100% − (total minutes of Downtime in the month ÷ total minutes in the month) × 100%.

“Production Service” means the MaiGuard hosted APIs and web application used by Customer in production (not TEST sandbox-only environments, unless the order form includes them in scope).

“Scheduled Maintenance” means maintenance announced in accordance with Section 8.

“Business Hours” means Monday–Friday, 09:00–18:00 WAT, excluding public holidays in Nigeria (and other countries stated on your order form if applicable).

“Emergency Maintenance” means urgent maintenance required for security or stability where advance notice is impracticable.

3. Availability commitment

3.1 MaiGuard will use commercially reasonable efforts to achieve a Monthly Uptime Percentage of at least 99.5% for the Production Service.

3.2 The commitment is measured per month and per Customer (not per individual API key or user).

3.3 If the Monthly Uptime Percentage falls below the target due to Downtime (after exclusions), Customer may request Service Credits under Section 6, subject to the claims procedure in Section 7.

4. Support and response targets

4.1 Customer may report incidents via support@maiguard.com. Severity definitions and initial response targets during Business Hours are:

4.2 24×7 response for P1 may be offered for Enterprise customers only, as stated on the order form. Otherwise, P1 tickets opened outside Business Hours receive an initial response by the start of the next Business Day unless Emergency Maintenance communications apply.

4.3 Resolution time is not guaranteed; MaiGuard will work diligently commensurate with severity.

5. Exclusions (Excluded Events)

The following do not count as Downtime and do not reduce Monthly Uptime Percentage for SLA credit purposes:

(a) Scheduled Maintenance and Emergency Maintenance (Section 8);
(b) Customer’s networks, devices, misconfiguration, invalid API keys, rate-limit exhaustion, or abuse of the service;
(c) Third-party services (e.g. Customer’s cloud, DNS, identity provider, payment rails) unless MaiGuard’s contract with a subprocessor explicitly covers that dependency and MaiGuard has committed otherwise in the Agreement;
(d) Force majeure events (including widespread internet or cloud provider outages beyond MaiGuard’s reasonable control);
(e) Suspension or termination of the Agreement for non-payment, breach, or legal requirement;
(f) TEST / non-production environments (unless expressly in scope);
(g) Beta / preview features;
(h) Downtime caused by Customer’s failure to accept security patches or API migrations within a reasonable notice period.

6. Service credits

6.1 If Monthly Uptime Percentage is below 99.5% and Customer complies with Section 7, MaiGuard will apply Service Credits against future fees (or as a refund if the Agreement ends before use), as follows:

6.2 Service Credits are Customer’s sole and exclusive remedy, and MaiGuard’s entire liability, for failure to meet the availability target in this SLA, except where Applicable Law prohibits such a cap for death, personal injury, fraud, or wilful misconduct.

6.3 Service Credits do not apply if Customer is in material breach or past due on fees.

6.4 Maximum Service Credits in any month shall not exceed 50% of the monthly fees for the affected Service, unless the Agreement states otherwise.

7. Credit claim procedure

7.1 Customer must open a support ticket with reasonable detail within 10 calendar days after month-end.

7.2 MaiGuard will review monitoring logs and respond within 10 business days. If validated, credits are applied to the next invoice (or agreed alternative).

7.3 Disputes over measurements: Parties will cooperate in good faith; MaiGuard’s monitoring records are presumptive evidence absent clear contrary evidence.

8. Maintenance

8.1 Scheduled Maintenance: MaiGuard will endeavour to provide at least 48 hours’ email or in-app notice for maintenance expected to cause material unavailability, and will schedule non-emergency maintenance during low-traffic windows where practicable (default target window: Saturday 02:00–06:00 WAT).

8.2 Emergency Maintenance: May occur without prior notice; MaiGuard will notify Customer promptly when practicable via email or status communications.

8.3 Scheduled Maintenance does not count toward Downtime if it falls within the announced window or is under 4 hours aggregate per month unless exceeded without consent.

9. Security and incidents

9.1 Security incidents affecting Customer data are handled under MaiGuard’s incident response procedures and the DPA (if applicable).

9.2 Not every security incident constitutes Downtime; availability credits apply only per Section 3 and Section 6.

10. Changes to this SLA

MaiGuard may update this SLA for all customers with 30 days’ notice (email or dashboard), except that increase in the Monthly Uptime target or support response times is effective only by mutual written agreement or new order form. Material adverse changes may allow termination rights if stated in the Agreement.

11. Relationship to the Agreement

If this SLA conflicts with the Agreement, the Agreement prevails except where this SLA explicitly grants Customer a greater availability or credit remedy. Liability caps and exclusions in the Agreement apply to this SLA.

12. Governing law

This SLA is governed by the same law as the Agreement (see our Terms of Service).

13. Order form and signatures

Commercially binding uptime, plan tier, and Enterprise support commitments may be set out on your order form or other written agreement. This web page is a general SLA for transparency; executed contracts control where they differ.

Annex A — In-scope services (representative)

Exact scope is defined on your order form. Typically, the Production Service includes:

Related documents

• Terms of Service
• Privacy Policy
• Data Retention Policy
• Data Processing Agreement (DPA) — when executed with Customer

Maiguard Sentinel Limited (trading as MaiGuard) is a registered subsidiary of Lyrisoft Technologies Limited.