Service Level Agreement

Response and resolution targets for incidents reported through IMRA plus.

Not yet published. Response and resolution targets have not been set for any tier, so no SLA is currently in force and tickets are not tracked against one. Targets are configuration, not code — once NNPC NUIMS confirms the figures, an administrator enters them in IMRA plus and this page reflects them immediately. Nothing here is contractually binding until then.

Targets by priority

Every incident is assigned a priority when it is raised. The priority determines two commitments: how quickly a responder first replies, and how quickly the incident is resolved.

No priority tiers are currently configured, so no targets can be published.

A tier showing No target carries no SLA. Incidents raised at that priority are handled on a best-effort basis and are reported as No SLA rather than counted as compliant.

How the SLA is measured

  • The clock starts at submission. Elapsed time is measured from the moment the incident is submitted into IMRA plus — not from when it is triaged, assigned, or acknowledged.
  • The clock runs continuously. Targets are elapsed calendar hours. They do not pause overnight, at weekends, or on public holidays, because incident response is a 24/7 function.
  • The due date is set once, at creation. Submission time plus the resolution target for the incident's priority gives the SLA due date shown on every ticket.
  • Changing priority does not retroactively move the due date. If an incident is re-prioritised, a responder adjusts the due date explicitly so the change is deliberate and auditable.
  • The SLA is met when the incident is resolved on or before its due date. Time spent waiting on the reporter for information is not currently deducted.

Operating hours and timezone

All times, due dates, and reports are expressed in West Africa Time (WAT, UTC+1). WAT does not observe daylight saving, so the offset is constant year-round.

Incidents can be reported at any hour. Because targets are measured in continuous elapsed time rather than business hours, an incident raised outside normal working hours is held to the same target as one raised mid-morning.

SLA states

Every open incident sits in exactly one of four states. These are the same labels used on the IMRA plus dashboard and ticket lists, so what is published here is what responders see.

StateWhat it means
On trackThe ticket has an SLA due date that is more than 24 hours away. Nothing is at risk yet.
Due soonThe SLA due date falls within the next 24 hours. This is the warning window: the ticket is escalated on the dashboard so it can be closed before the target lapses.
BreachedThe SLA due date has passed and the ticket is still open. Breached tickets remain visible and counted until they are resolved; the state is never cleared automatically.
No SLAThe ticket has no due date, because its priority tier carries no resolution target. These tickets are worked on a best-effort basis and are reported separately so they are not mistaken for compliant ones.

The 24-hour warning window

An incident moves from On track to Due soon when its due date is 24 hours or less away. This window is fixed and applies to every priority tier, including those whose whole resolution target is shorter than 24 hours — such incidents are flagged Due soon from the moment they are raised.

The warning window exists so a breach is visible before it happens, not after. Due Soon and SLA Breached counts are surfaced on the operations dashboard.

Scope and exclusions

These targets cover the handling of incidents recorded in IMRA plus. They are not a commitment on the outcome of any operational or field response, which depends on factors outside the platform. Periods of planned maintenance, and time during which an incident is blocked awaiting information from the reporter, are reported alongside SLA figures rather than silently excluded from them.

Targets shown above are read live from the IMRA plus configuration and reflect the values currently in force.