Service Level Commitments
Please find below LBA's standard service support model. The terms documented here represent our baseline service model and may be adjusted per individual Statements of Work (SOW).
1. Introduction & Purpose
This Support and Service Level Agreement (SLA) sets out the standard support model, service levels, and responsibilities that Lotus Beta Analytics Ltd. ("LBA") applies to post-implementation support and managed services engagements. It is intended to be read alongside the Statement of Work (SOW) for a specific client engagement, which may adjust coverage hours, response targets, or scope to fit that engagement.
This document reflects LBA's standard support model as applied across recent enterprise integration engagements. Specific per-engagement terms (coverage tier, response times, and pricing) are confirmed in the signed SOW or commercial agreement for each client.
2. Service Scope
This SLA covers support and managed services for systems and integrations delivered by LBA, including but not limited to:
- Post-go-live hypercare following a production deployment
- Ongoing managed services — monitoring, health checks, and proactive compliance/performance audits
- Incident response and break/fix support for LBA-delivered integrations and middleware
- Configuration changes, patch management, and system operations within agreed scope
- Regulatory or schema change management for compliance-linked integrations (e.g., tax authority e-invoicing mandates)
Not covered by this SLA
Support for third-party systems outside the approved architecture, infrastructure procurement, non-compliance-related customizations, and end-user training beyond what is agreed in the SOW are out of scope. These follow LBA's standard change request process.
3. Support Tiers
To provide structured resolution mechanisms, LBA maintains a multi-tiered support framework:
| Tier | Scope | Response Approach |
|---|---|---|
| L1 | Service desk triage — password/access issues, general queries | Tracked via ITSM tooling |
| L2–L3 | Break/fix, configuration & patch management, system operations | Dedicated support pods with solution-specific expertise |
| Escalation | Critical (P1) incidents | Delivery account manager alerted and engaged directly |
4. Severity Levels & Response Targets
Incidents are classified by severity to ensure the appropriate prioritization, urgency, and engineering resourcing:
| Severity | Definition | Target Response | Target Resolution / Workaround |
|---|---|---|---|
| P1 — Critical | Service is down or a core compliance function (e.g., invoice transmission) is failing in production | 15 minutes (business hours) | Continuous effort until resolved or workaround in place |
| P2 — High | Major function degraded; no workaround available | 1 business hour | Same business day, where possible |
| P3 — Medium | Minor function impaired; workaround available | 4 business hours | Within 3 business days |
| P4 — Low | Cosmetic issue, question, or minor enhancement request | 1 business day | Scheduled into a future release/sprint |
5. Go-Live Hypercare
Following a production go-live, LBA provides an intensive 30-day hypercare support period as standard to stabilize processes and systems:
Service Model Parameters
- Duration: 30 days post-production deployment
- Response time: 15 minutes during business hours (per Severity P1)
- Coverage: Business hours support (8×5) monitoring as standard
- Resources: 1 dedicated Technical Account Manager + 1 Technical Engineer
- A dedicated communication channel for instant issue reporting
- Weekly stakeholder calls with progress updates
- ITSM-based incident/issue tracking and reporting
Hypercare Phase Breakdown
| Phase | Focus |
|---|---|
| Weeks 1–2 | Intensive Stabilization (daily health checks, process refinement) |
| Week 3 | Optimization (workflow automation, user training, connector tuning) |
| Week 4 | Transition to BAU (knowledge transfer, support handoff, baselining) |
6. Ongoing Managed Services
Beyond hypercare, LBA offers comprehensive managed services to manage operations and run proactive audits:
| Health Check Type | Description |
|---|---|
| Transmission / Processing Success Rate | Real-time tracking of successful transactions or submission acceptances. |
| API Response Time | Continuous tracking of API latency to identify performance degradation early. |
| Schema / Data Validation Error Tracking | Monitoring for spikes in schema validation errors as early warnings. |
| Scheduled Compliance Audits | Regular proactive audits against the latest local and international regulatory or schema rules. |
7. System Reliability Commitments
Our core service commitments protect operations, secure transaction data, and ensure alignment with industry regulations:
| Commitment Metric | Service Level Target |
|---|---|
| System Uptime | 99.9% availability SLA target |
| Critical Incident Response | Under 2 hours absolute resolution/mitigation response |
| System Monitoring | Real-time telemetry with proactive pager alerts |
| Data Transmission Assurance | Secure end-to-end encryption and compliance validation |
8. Service Hours & Coverage Options
We customize coverage hours depending on business criticality. Our standard tiers include:
- Standard coverage: Business Hours (8×5), standard local time zones.
- Extended coverage: 24/7 coverage is available upon agreement, particularly useful during peak transaction volumes or compliance transition windows.
- Arrangements: The exact coverage window and any associated surcharges are defined explicitly in the client SOW.
9. Escalation Matrix
To resolve long-running or critical issues promptly, we adhere to a clear escalation structure:
| Level | Trigger Condition | Target Contact |
|---|---|---|
| Level 1 | Standard incident logged in system | Support Desk / ITSM Ticket |
| Level 2 | P1/P2 incident remains unresolved within target response time | Technical Account Manager |
| Level 3 | P1 incident unresolved beyond 2 hours, or recurring critical issues | Delivery / Engagement Sponsor |
| Level 4 | Contractual, commercial, or relationship-level concern | LBA Client Relationship Lead |
10. Roles & Responsibilities
Clear division of responsibilities guarantees faster resolution times and avoids administrative friction:
| Party Role | Assigned Responsibility |
|---|---|
| LBA Technical Account Manager | Single point of accountability for support delivery, performance reviews, and SLA attainment. |
| LBA Technical Engineer(s) | Technical diagnostics, hotfixes, patch deployment, and root cause analysis. |
| Client IT / Business Owner | Timely logging of issues, providing system access, testing, and confirming resolution. |
| Client Compliance / Legal | Providing guidelines and signing off on regulatory or schema updates (if required). |
11. Reporting & Governance
We maintain full transparency through standard reporting loops:
- ITSM Ticketing: Every incident, configuration change, and request is fully logged with timestamped audits.
- Weekly Status Review: Held during active hypercare phases to review incident trends.
- Monthly Operations Review: Steady-state review of managed service performance, uptime metrics, and tickets.
- Quarterly Business Review (QBR): High-level performance audit covering SLA metrics, operational improvements, and forward planning.
12. Exclusions
To maintain fair standards, certain events are excluded from standard SLA response calculations:
- Client-side configurations or modifications executed without LBA's authorization or knowledge.
- Force Majeure events, standard ISP outages, and third-party upstream API failures outside LBA's influence.
- Support of software, infrastructure components, or custom databases not explicitly delivered or supported by LBA.
- New feature requests, UI revisions, or customizations — these are handled via standard Change Request (CR) routes.
13. Review & Amendment
This Support and SLA document is reviewed periodically to align with updated industry standards and service capabilities. Material updates affecting contracted accounts are communicated proactively and finalized in writing before taking effect.
14. About Lotus Beta Analytics
Lotus Beta Analytics Ltd. (LBA), established since 2011, is focused on the provision of Information Technology Solutions and Services, built on world-class, secure, resilient infrastructure delivered in partnership with the world's leading technology vendors, including Microsoft, HP, Cisco, and Entrust Inc. LBA is a Microsoft Gold-competency partner across Cloud Productivity, Data Platform, Datacenter, Messaging, Cloud Platform, and Communications, with over 60 dedicated staff across Lagos, Abuja, and Canada.