Matt O'Bell NRS E-Invoicing Service Level Agreement
Service: Matt O'Bell NRS E-Invoicing System Integrator
Document Version: 1.0
Effective Date: 2 October 2025
1. Purpose
This Service Level Agreement (SLA) defines the service, availability, support, security, incident management and data-handling commitments applicable to the Matt O'Bell NRS E-Invoicing System Integrator provided to taxpayers.
2. Scope
The SLA covers the Matt O'Bell integration components used to prepare, validate, submit and track e-invoices through the NRS e-Invoicing platform, including invoice preparation, NRS resource synchronisation, IRN generation, API communication, validation responses, signing workflow, QR generation and transaction audit information.
3. Service Availability
| Service Measure | Target |
|---|---|
| Monthly service availability | 99.5% target, excluding planned maintenance and upstream NRS outages. |
| Planned maintenance notice | At least 24 hours where reasonably practicable. |
| Monitoring | Application/server monitoring and transaction logging. |
Availability of the NRS platform itself is outside the direct control of Matt O'Bell Limited. Where an incident is caused by an NRS or other upstream service outage, Matt O'Bell will monitor, communicate and assist with recovery but does not warrant the availability of the upstream service.
4. Support and Response Times
| Priority | Description | Initial Response | Target Resolution / Workaround |
|---|---|---|---|
| P1 — Critical | Production e-invoicing unavailable for multiple taxpayers or a critical security incident. | 1 hour | 4 hours for workaround/mitigation; resolution as soon as practicable. |
| P2 — High | Material production functionality impaired with significant business impact. | 4 business hours | 1 business day for workaround where practicable. |
| P3 — Medium | Non-critical defect or degraded functionality with an available workaround. | 1 business day | 5 business days or next scheduled release. |
| P4 — Low | General enquiry, documentation request or minor enhancement. | 2 business days | Agreed release or support schedule. |
5. Incident Management
Matt O'Bell will record material incidents, investigate the root cause where appropriate, provide status updates for significant incidents and maintain an audit trail of relevant support actions.
Where an incident depends on the NRS platform or another third party, the taxpayer will be informed of the dependency and Matt O'Bell will coordinate reasonable troubleshooting and escalation.
6. Data Security
- API communications use HTTPS/TLS.
- NRS API credentials are protected and are not included in invoice payloads.
- Access to configuration and transaction functions is controlled through Odoo access controls.
- Transaction requests, response status and relevant audit information are retained for operational traceability.
- NRS public cryptographic material is used for QR processing; the integration does not require the NRS private key.
- Administrative access is restricted to authorised personnel.
- Security incidents are investigated and escalated according to their severity.
7. Data Protection and Confidentiality
Matt O'Bell Limited will handle taxpayer and invoice information only for the purposes of providing, supporting and securing the e-invoicing service, subject to applicable contractual, legal and data-protection requirements.
Taxpayers remain responsible for the accuracy and lawful use of information submitted through their ERP/accounting system.
8. Backup and Business Continuity
Production deployments should maintain appropriate database and application backups, recovery procedures and access controls. Recovery arrangements will depend on the hosting environment and the scope of the taxpayer deployment.
9. Change Management
Material changes to the integration, API configuration, security mechanisms or supported NRS requirements will be managed through controlled deployment and testing procedures. Planned changes that may affect service availability will be communicated in advance where reasonably practicable.
10. Customer Responsibilities
- Maintain accurate taxpayer, customer, product and service information.
- Maintain valid NRS credentials and taxpayer configuration.
- Provide appropriate network and ERP access for support.
- Notify Matt O'Bell promptly of suspected incidents or incorrect e-invoice processing.
- Ensure authorised personnel use the system and protect their credentials.
11. Exclusions
Service-level commitments do not apply to outages or failures caused by circumstances outside Matt O'Bell's reasonable control, including upstream NRS availability incidents, taxpayer network failures, third-party infrastructure failures, force majeure events, unauthorised changes, or unsupported customisations.
12. Review and Term
This SLA will be reviewed periodically and may be updated to reflect changes in the NRS e-Invoicing framework, the service architecture, applicable security requirements or the agreed taxpayer service model.
13. Acceptance
| For Matt O'Bell Limited | For Taxpayer / Customer |
|---|---|
|
Name: __________________________ Title: ___________________________ Date: ___________________________ |
Name: __________________________ Title: ___________________________ Date: ___________________________ |
Service Level Agreement Template — Version 1.0
Matt O'Bell NRS E-Invoicing Service Level Agreement
Service: Matt O'Bell NRS E-Invoicing System Integrator
Document Version: 1.0
Effective Date: 2 October 2025
1. Purpose
This Service Level Agreement (SLA) defines the service, availability, support, security, incident management and data-handling commitments applicable to the Matt O'Bell NRS E-Invoicing System Integrator provided to taxpayers.
2. Scope
The SLA covers the Matt O'Bell integration components used to prepare, validate, submit and track e-invoices through the NRS e-Invoicing platform, including invoice preparation, NRS resource synchronisation, IRN generation, API communication, validation responses, signing workflow, QR generation and transaction audit information.
3. Service Availability
| Service Measure | Target |
|---|---|
| Monthly service availability | 99.5% target, excluding planned maintenance and upstream NRS outages. |
| Planned maintenance notice | At least 24 hours where reasonably practicable. |
| Monitoring | Application/server monitoring and transaction logging. |
Availability of the NRS platform itself is outside the direct control of Matt O'Bell Limited. Where an incident is caused by an NRS or other upstream service outage, Matt O'Bell will monitor, communicate and assist with recovery but does not warrant the availability of the upstream service.
4. Support and Response Times
| Priority | Description | Initial Response | Target Resolution / Workaround |
|---|---|---|---|
| P1 — Critical | Production e-invoicing unavailable for multiple taxpayers or a critical security incident. | 1 hour | 4 hours for workaround/mitigation; resolution as soon as practicable. |
| P2 — High | Material production functionality impaired with significant business impact. | 4 business hours | 1 business day for workaround where practicable. |
| P3 — Medium | Non-critical defect or degraded functionality with an available workaround. | 1 business day | 5 business days or next scheduled release. |
| P4 — Low | General enquiry, documentation request or minor enhancement. | 2 business days | Agreed release or support schedule. |
5. Incident Management
Matt O'Bell will record material incidents, investigate the root cause where appropriate, provide status updates for significant incidents and maintain an audit trail of relevant support actions.
Where an incident depends on the NRS platform or another third party, the taxpayer will be informed of the dependency and Matt O'Bell will coordinate reasonable troubleshooting and escalation.
6. Data Security
- API communications use HTTPS/TLS.
- NRS API credentials are protected and are not included in invoice payloads.
- Access to configuration and transaction functions is controlled through Odoo access controls.
- Transaction requests, response status and relevant audit information are retained for operational traceability.
- NRS public cryptographic material is used for QR processing; the integration does not require the NRS private key.
- Administrative access is restricted to authorised personnel.
- Security incidents are investigated and escalated according to their severity.
7. Data Protection and Confidentiality
Matt O'Bell Limited will handle taxpayer and invoice information only for the purposes of providing, supporting and securing the e-invoicing service, subject to applicable contractual, legal and data-protection requirements.
Taxpayers remain responsible for the accuracy and lawful use of information submitted through their ERP/accounting system.
8. Backup and Business Continuity
Production deployments should maintain appropriate database and application backups, recovery procedures and access controls. Recovery arrangements will depend on the hosting environment and the scope of the taxpayer deployment.
9. Change Management
Material changes to the integration, API configuration, security mechanisms or supported NRS requirements will be managed through controlled deployment and testing procedures. Planned changes that may affect service availability will be communicated in advance where reasonably practicable.
10. Customer Responsibilities
- Maintain accurate taxpayer, customer, product and service information.
- Maintain valid NRS credentials and taxpayer configuration.
- Provide appropriate network and ERP access for support.
- Notify Matt O'Bell promptly of suspected incidents or incorrect e-invoice processing.
- Ensure authorised personnel use the system and protect their credentials.
11. Exclusions
Service-level commitments do not apply to outages or failures caused by circumstances outside Matt O'Bell's reasonable control, including upstream NRS availability incidents, taxpayer network failures, third-party infrastructure failures, force majeure events, unauthorised changes, or unsupported customisations.
12. Review and Term
This SLA will be reviewed periodically and may be updated to reflect changes in the NRS e-Invoicing framework, the service architecture, applicable security requirements or the agreed taxpayer service model.
13. Acceptance
| For Matt O'Bell Limited | For Taxpayer / Customer |
|---|---|
|
Name: __________________________ Title: ___________________________ Date: ___________________________ |
Name: __________________________ Title: ___________________________ Date: ___________________________ |
Service Level Agreement Template — Version 1.0