Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (SLA) outlines the service standards for Bifrost API, including availability, performance, support, and responsibilities. This SLA is designed to ensure high-quality service and clear expectations for Developers and Merchants using the Bifrost API.

2. Service Availability

Uptime Guarantee: Bifrost API will maintain an uptime of 99.9% on a monthly basis. This includes both the sandbox and production environments.
Scheduled Maintenance: Scheduled maintenance will be communicated at least 48 hours in advance. Maintenance windows will occur during off-peak hours to minimize impact.
Emergency Maintenance: In the event of emergency maintenance, users will be notified as soon as possible. Such maintenance is required to address urgent issues affecting the API.

3. Performance Metrics

Response Time: Bifrost API aims to deliver responses within 600 milliseconds for 95% of requests in the production environment.
Error Rate: The acceptable error rate for API responses is less than 1% of all requests.
Request Limit: Developers and Merchants have a monthly limit of 100 API requests in the sandbox environment. Beyond this limit, additional requests are charged N99 per request. In the production environment, requests are charged N52 per request, with a different rate of N59 for endpoints under Driver Management and Trip Scheduling.

4. Support and Incident Management

Support Hours: Support is available 24/7 through the following channels:

Email Support: [email protected]
Phone Support: +234-BIFROST
Developer Portal Chat: Real-time chat support during business hours on our support channels.

Incident Response Times:

Critical Incidents (e.g., API downtime, security breaches): Response within 1 hour, resolution within 4 hours.
High Priority Issues (e.g., major functionality failure): Response within 4 hours, resolution within 8 hours.
Medium Priority Issues (e.g., minor functionality issues): Response within 8 hours, resolution within 24 hours.
Low Priority Issues (e.g., feature requests, minor bugs): Response within 24 hours, resolution within 5 business days.
Escalation Procedures: Incidents that are not resolved within the agreed timeframes can be escalated to senior support staff through email: [email protected].

5. Authentication and Security

Access Tokens: Each Developer or Merchant will receive a unique test access token upon registration. Tokens must be used to authenticate API requests.
Token Management: Users can modify their access tokens through the Developer or Merchant dashboard.
Webhooks: Developers and Merchants must provide valid callback and webhook URLs for receiving notifications about events. The API will ensure secure delivery of these notifications.
Data Security: All data transmitted via the API will be encrypted using HTTPS to protect against unauthorized access.

6. SLA Reporting and Review

Monthly Reports: Bifrost API will provide monthly performance reports, including uptime, response times, and incident reports.
SLA Reviews: The SLA will be reviewed quarterly to ensure it meets the needs of Developers and Merchants. Adjustments may be made based on feedback and performance metrics.

7. Exclusions

This SLA does not cover:

Service interruptions are caused by factors outside of Bifrost's control, such as natural disasters or third-party service failures.
Performance degradation resulting from improper usage or excessive load beyond the scope of normal operations.

8. Amendments

Bifrost reserves the right to amend this SLA. Any changes will be communicated to Developers and Merchants at least 30 days prior to implementation.

9. Contact Information

For questions or concerns regarding this SLA, please contact:

Support Team: [email protected]
Escalation Team: [email protected]
Support Phone: Phone Contact: +2347078293963

This SLA is designed to ensure that Bifrost API meets the highest standards of service quality and reliability. We are committed to providing a seamless and efficient experience for all users.