Last Updated: May 12, 2026
Vayva Technologies Ltd Service Level Agreement
This Service Level Agreement ("SLA") defines the service availability, performance standards, and support commitments that Vayva Technologies Ltd (BN9089966), 19 Princess Bola Kazem, Shangisha, Lagos, Nigeria, provides to merchants using the Vayva Platform.
Vayva guarantees 99.9% monthly uptime for the core Platform services, including the merchant dashboard, storefront hosting, payment processing, wallet and DVA operations, and API endpoints. Uptime is calculated as: (Total Minutes in Month minus Downtime Minutes) / Total Minutes in Month x 100. Scheduled maintenance windows (communicated at least 48 hours in advance) are excluded from uptime calculations. Unplanned downtime exceeding 15 consecutive minutes counts toward the downtime total.
Vayva provides the following support tiers based on subscription plan: Starter Plan (₦25,000/month): Email support with 24-hour initial response time during business hours (9 AM - 6 PM WAT, Monday-Friday); Pro Plan (₦35,000/month): Email and live chat support with 12-hour initial response time, extended hours (8 AM - 8 PM WAT, Monday-Saturday); Pro Plus Plan (₦50,000/month): Priority email, live chat, and phone support with 4-hour initial response time, 24/7 availability for critical issues, and a dedicated account manager.
Critical (P1): Complete platform outage or payment processing failure. Response: 1 hour. Resolution target: 4 hours. Available to all plans. High (P2): Major feature degradation affecting business operations (e.g., storefront unavailable, wallet inaccessible). Response: 4 hours. Resolution target: 12 hours. Medium (P3): Minor feature issues with workarounds available (e.g., reporting delays, non-critical UI issues). Response: 12 hours. Resolution target: 5 business days. Low (P4): Cosmetic issues, feature requests, and general inquiries. Response: 24 hours. Resolution target: next scheduled release.
If Vayva fails to meet the uptime commitment in any calendar month, affected merchants may request service credits: 99.0% - 99.89% uptime: 10% of monthly subscription fee credited; 95.0% - 98.99% uptime: 25% of monthly subscription fee credited; below 95.0% uptime: 50% of monthly subscription fee credited. Service credits must be requested within 30 days of the downtime event by emailing support@vayva.ng. Credits are applied to the next billing cycle and are not redeemable for cash.
This SLA does not apply to downtime caused by: force majeure events (natural disasters, civil unrest, government actions, pandemics, power grid failures); third-party service failures not under Vayva's reasonable control (Paystack outages, ISP failures, cloud provider outages beyond Vayva's contractual remedies); merchant's own hardware, software, or network issues; scheduled maintenance communicated in advance; abuse or misuse of the Platform by the merchant; or DNS or domain registration issues outside Vayva's control.
During service incidents, Vayva will: post real-time status updates at the Platform status page; send email notifications to affected merchants within 30 minutes of incident detection; provide updates at least every 60 minutes until resolution; and publish a post-incident review within 5 business days for all P1 incidents.
Service credits described in Section 4 are the merchant's sole and exclusive remedy for any failure by Vayva to meet the uptime commitment or other SLA standards. In no event shall a merchant be entitled to damages, refunds, or other compensation beyond the service credits specified in this SLA. The merchant's sole remedy for any service quality issue is to request service credits in accordance with this SLA.
Vayva does not guarantee that the Platform will be error-free, uninterrupted, or completely secure beyond the specific commitments in this SLA. Vayva shall not be liable for any loss of revenue, data, or business opportunity resulting from downtime or service interruptions beyond the service credit amounts specified herein.
Merchants are responsible for maintaining their own business continuity plans, including backup systems, alternative sales channels, and data backups. Vayva is not responsible for any business losses resulting from Platform downtime, including lost sales, customer dissatisfaction, or reputational damage.
Vayva shall not be liable for service failures caused by third-party providers, including payment processors (Paystack), cloud infrastructure providers, or network operators, except to the extent that Vayva has contractual remedies available against such providers and has unreasonably failed to pursue those remedies.
This SLA is reviewed quarterly. Vayva may update response times and uptime targets with 30 days' notice. Merchants on Pro Plus plans may negotiate custom SLA terms by contacting billing@vayva.ng.
This SLA may not be modified except by written agreement signed by both parties. No oral statements, representations, or promises by Vayva personnel shall modify or supersede any provision of this SLA.
Support: support@vayva.ng | Billing: billing@vayva.ng | Phone: +234 913 700 0140.