Service Management & SLA Policy
Formal ITIL-aligned service delivery framework establishing institutional uptime commitments, incident response SLAs, change management controls, and disaster recovery standards for TopSafeAI.
1. Purpose & Standards Alignment
This Service Management Policy defines the operational agreements, standard operating procedures (SOPs), and service quality metrics provided by TopLogical Nigeria Limited to financial institutions, fintechs, and corporate clients utilizing the TopSafeAI platform.
Operating in accordance with ITIL v4 (Information Technology Infrastructure Library) best practices, TopLogical guarantees structured change governance, rapid incident resolution, continuous system observability, and verified capacity planning.
2. Service Catalog
TopSafeAI provides the following primary production services under this framework:
Sub-second synchronous fuzzy matching against OFAC, UN, EU, UK, and Nigerian Sanctions Committee lists.
Real-time and batch transaction anomaly detection, velocity checks, and automated AML/CFT alert triggering.
Deep search indexing of domestic and international Politically Exposed Persons and verified adverse media sources.
Web interface for compliance officers to investigate hits, adjudicate false positives, and log regulatory decisions.
3. Availability Commitments & Maintenance
TopLogical targets an institutional production service availability of 99.9% uptime calculated on a monthly calendar cycle, excluding scheduled maintenance windows:
- Standard Maintenance: Scheduled between 01:00 and 04:00 West Africa Time (WAT) on Sundays.
- Advance Notice: Institutional clients receive at least 72 hours advance notification for planned service disruptions.
- Emergency Patches: Security fixes addressing critical zero-day vulnerabilities may be applied immediately with contemporaneous client notification.
4. Incident Severity Matrix & Resolution SLAs
Incidents impacting TopSafeAI services are classified and handled according to four strict severity levels:
| Severity Level | Definition | Response SLA | Target Resolution |
|---|---|---|---|
| P1 · Critical | Total outage of screening API or core monitoring engine; zero throughput; immediate threat to client compliance operations. | ≤ 15 minutes | ≤ 4 hours |
| P2 · Major | Significant degradation or partial feature failure (e.g., batch uploads delayed or web case desk down while API remains live). | ≤ 1 hour | ≤ 12 hours |
| P3 · Moderate | Minor functionality impairment or intermittent API latency where an operational workaround exists. | ≤ 4 hours | ≤ 48 hours |
| P4 · Low / Request | Cosmetic issues, portal UI enhancements, documentation inquiries, or general support requests. | ≤ 24 hours | Next Sprint Release |
5. Change & Release Management
To protect production stability and prevent regression in sanctions logic, TopLogical operates a formal Change Advisory Board (CAB) review process:
- All code and algorithmic changes require peer review, automated unit tests, and regression testing against synthetic watchlist benchmarks.
- Changes must be deployed and validated in isolated staging environments prior to production rollout.
- Every deployment must include a documented rollback plan capable of being triggered within 15 minutes if anomalous latency or false match spikes occur.
- Direct hotfixing or modifying production code or databases without approved tickets is strictly prohibited.
6. Business Continuity, RTO & RPO
In the event of disaster, regional cloud failure, or major database corruption, TopLogical maintains verified disaster recovery capabilities:
Automated immutable transaction log backups ensure maximum potential data loss does not exceed 60 minutes.
Target duration within which complete production screening services will be restored following an outage.
7. Escalation Channels & Support Desk
Support requests, incident escalations, and technical inquiries may be directed through the following official channels: