Terms of Service & SLA

Platform: SmartPORT — the ultimate all-in-one smart community and estate management platform. Seamlessly transition from QR-based parking tracking to full-scale visitor access, resident operations, and offline ledger tracking. This Service Level Agreement is between SmartPORT by NayoMia® (Provider) and the subscribing client/site (Subscriber).

1. General Target

2. Module Activation Schedule

The services, uptime commitments, and support structures defined in this agreement apply only to the specific modules marked as ALLOWED on a per-site basis. Modules marked as DENIED are deactivated for the Subscriber's site and are excluded from all service level commitments.

• PORT-Park — QR-based resident & visitor tags, real-time slot allocation, digital vehicle log history.
• PORT-Access — Time-bound visitor passes, share via WhatsApp/SMS, guard scanning dashboard.
• PORT-Comm — Community notice board, broadcast push alerts, amenity booking & tickets.
• PORT-Ledger — "How to Pay" bank banner, resident receipt uploads, split-screen reconciliation and approval.

3. System Delivery Channels, SaaS Access Model & Uptime

The SmartPORT platform is delivered strictly as a cloud-hosted Software-as-a-Service (SaaS) solution. The Subscriber does not acquire any ownership rights, source-code licenses, or permanent software installations. Access to the active Allowed modules is granted purely via an ongoing subscription model through the authorised digital delivery channels below.

3.1 Web-Based Administration Panel

The centralised desktop control hub used by Estate Managers, Super-Admins, and Head Security Personnel to configure site rules, toggle module access, manage user directories, and oversee ledger audit trails. Hosted via a secure cloud URL accessible through any modern, updated desktop web browser (e.g. Google Chrome, Microsoft Edge, Safari). Uptime targets heavily protect this panel so administrators can uninterruptedly review ledger reconciliations and manage estate configurations.

3.2 Native Mobile Application (Android)

The customer-facing and operational mobile interface utilised by community residents (to generate QR codes, view notices, and upload payment proofs) and front-gate security personnel (to scan incoming passes and log physical vehicle data). Distributed as a native compiled application for the Android operating system, available for secure direct download from the official SmartPORT marketing portal. Designed to function efficiently on standard Android smartphones and handheld security scanning terminals equipped with a working camera for QR-code capture.

3.3 Service Availability & Uptime

• Target Availability: 99.9% uptime for all Allowed modules, calculated monthly.
• Exclusions: Scheduled maintenance windows (announced 48 hours in advance) and force majeure events (e.g. global/national internet backbone failures or blockages, cloud infrastructure provider outages).

4. Support Ticket Classification & Response Times

The Subscriber can submit technical support requests through designated admin channels on Telegram. Issues are categorised by severity:

• Severity 1 — Critical / Platform Down: Complete loss of core functionality across an Allowed module with no immediate workaround (e.g. guards cannot scan QR codes at the gate, or the resident portal is entirely inaccessible).
• Severity 2 — High / Major Disruption: A core feature of an Allowed module is malfunctioning, causing operational delays, but a temporary workaround exists.
• Severity 3 — Low / General Inquiry: Minor cosmetic bugs, feature requests, or general "how-to" questions.

5. Data Security & Storage

• All client and resident data is hosted securely using the platform's integrated cloud backend environment.
• Automatic daily backups of all live schemas (invoice histories, digital gate access logs, user directories) with a 30-day retention period.
• Access to site data is strictly compartmentalised — personnel from one community cannot view or access data from another.

6. Revenue & Financial Disclaimer (PORT-Ledger)

If the PORT-Ledger module is Allowed, the Subscriber acknowledges that SmartPORT functions strictly as a billing and ledger-tracking tool. The Provider does not process, handle, or hold any financial transactions or real-world currency. All transactions are executed offline directly to the Subscriber's bank account, and the Provider is not responsible for validating the physical clearance of funds or auditing bank records.

6.1 SmartPORT is a Digital Registrant, Not a Financial Intermediary

SmartPORT does not function as a Point of Sale (POS) system, electronic payment gateway, or merchant processor. The platform does not capture, route, hold, process, or settle real-world currency. It operates strictly as a centralised digital registrant and operational record keeper — a smart, automated ledger reflecting the administrative and financial balance history of a community.

6.2 Reconciliation Workflow

• Billing & Presentation: SmartPORT calculates and displays recurring fees or ad-hoc assessments alongside the community's official, static banking coordinates.
• Offline Action: Payment happens entirely outside SmartPORT — direct bank transfer, check, or mobile-carrier wallet to the estate's bank account.
• Record Upload: Resident uploads a snapshot of their official bank receipt with the unique transaction reference ID.
• Admin Audit: Administrator cross-examines the bank statement, then approves the entry to balance the ledger.

6.3 Limitation of Liability & Fraud Disclaimer

• The community/estate management board retains sole fiduciary responsibility to confirm that physical funds match the digital receipt before approving.
• SmartPORT acts in good faith on data manually entered by community members and administrators. It cannot be held legally or financially liable for external banking errors, fraudulent payment slips, or administrative reconciliation mistakes.

7. Amendments & Upgrades

• The Subscriber may flip a module from DENIED to ALLOWED at any time, subject to prorated subscription adjustments. Activated modules instantly fall under this SLA upon deployment.
• Deactivating an active module requires 30 days' written notice.

8. Duration & Termination

• Initial Term: One (1) year from the Effective Date.
• Automatic Renewal: Successive one-year terms, unless written notice of non-renewal is given at least 30 days prior to the end of the then-current term.
• Termination for Convenience: Either party may terminate with 30 days' written notice.
• Termination for Cause: Immediate effect on material breach not remedied within 15 days of written notice, or non-payment beyond 15 days from invoice due date — Provider may suspend or deny all module access.
• Data Retrieval: Historical ledger, access logs and user directory schemas preserved for 30 days post-termination for CSV export upon request; permanently purged thereafter.

9. Proprietary Rights & Data Privacy

All software, code architectures, user interfaces, design tokens, and branding systems under the SmartPORT application and NayoMia® technology platform remain the exclusive intellectual property of the Provider. No rights or licenses are granted to the Subscriber to copy, reverse-engineer, or white-label the software outside of this active subscription. The Provider handles all resident information (phone numbers, vehicle logs, payment proof documents) in compliance with standard data protection principles. Resident data is never shared, sold, or used for third-party marketing.

10. Limitation of Liability

• The Provider is not liable for any indirect, incidental, or consequential damages (including loss of estate revenue, community disputes, or security breaches at the site gate).
• Maximum cumulative liability is capped at the total subscription fees paid in the three (3) months immediately preceding the event.

11. Governing Law & Dispute Resolution

Governed by the commercial and federal laws of Ethiopia. Disputes are first addressed through good-faith negotiation; unresolved disputes within 30 days are referred to the competent courts of Addis Ababa.

12. Miscellaneous

This document constitutes the entire agreement between the Parties regarding the SmartPORT platform and supersedes all prior discussions, emails, or temporary setup proposals. If any provision is found invalid or unenforceable, the remaining provisions continue in full force and effect.