NITDA unveils new guideline for Servicer Level Agreement

National Information Technology Development Agency (NITDA) has unveiled a new guideline for the introduction of Servicer Level Agreement (SLA) into government information technology contracts.

The guideline is expected to usher in quality and uniform standard of service delivery from contractors.

Speaking at the SLA Implementation Consumer Protection Forum, yesterday, in Abuja, Director General of NITDA, Kashifu Inuwa Abdullahi, observed that the guideline will spur compliance by IT vendors to better service delivery and ensure protection of consumer rights.

Abdullahi, who was represented by the Director, Standards, Guidelines and Framework, Oladeji Olawunmi, lamented that lack of warranty and aftersales service agreements on IT products and service purchases have cost people so much.

He said a good contract should have an SLA to make provisions for downtime, warranty and aftersales.

He observed that NITDA, under its mandate of regulating the IT sector in Nigeria and in furtherance of one of its seven strategic pillars – developmental regulation – seeks to ensure efficient and effective delivery of IT products and services, considering the significant role IT has played in the economy in recent years.

He said: “Today, we are addressing a critical issue, which emanated from our past consumer protection forum and subsequent complaints within the industry, as a result of which NITDA has developed a guideline for introduction of SLA into government information technology contracts.”