Niya Pact™ Service Level Agreement | Transparency and Service Standards

Service Level Agreement (SLA)

How Niya Pact™ ensures reliability, transparency, and trust in every interaction.

This Service Level Agreement outlines the standards, commitments, and responsibilities that guide the delivery of all Niya Pact™ services. It ensures that certified organizations, applicants, and partners receive consistent, high-quality support aligned with our core principles of integrity, awareness, and impact.

PURPOSE OF THIS AGREEMENT

The purpose of this SLA is to provide a clear and transparent framework for how Niya Pact™ operates and supports its community. It defines what you can expect from us, how we uphold service quality, and how we maintain accountability throughout the entire certification and reporting process.

OUR SERVICE COMMITMENTS

Niya Pact™ commits to delivering services that reflect the highest level of integrity and professionalism. Our core service commitments include:

Timely communication throughout every phase of the certification and review process.
Transparent methodology based on the three pillars of Niya Pact™.
Secure handling of all data, following GDPR standards and strict confidentiality protocols.
Fair and unbiased assessments, supported by our hybrid human-plus-technology review model.
Clear documentation of findings, decisions, and certification outcomes.

SERVICE AVAILABILITY

Niya Pact™ aims to maintain high availability and accessibility for all digital and communication
channels.

Our commitments include: – Availability of the Niya Pact™ platform and submission portals. – Reasonable
response times for inquiries, requests, and application updates. – Scheduled maintenance communicated in
advance whenever possible.

If service interruptions occur, we will provide timely updates and restore functionality as quickly as possible.

RESPONSE & RESOLUTION TIMES

We strive to respond to all inquiries with clarity and efficiency. Standard response and resolution times include:

General inquiries: Within 2–3 business days.
Application and pre-screening updates: Within 5 business days.
Assessment or certification-related questions: Within 7 business days.
Technical support issues: As soon as possible, depending on severity.

Urgent matters are prioritized based on impact and risk.

RESPONSIBILITIES OF THE ORGANIZATION

To ensure a smooth and accurate certification process, organizations engaging with Niya Pact™ agree to:

Provide truthful, complete, and timely information.
Ensure that internal stakeholders collaborate during assessments.
Maintain transparency during the review process.
Respect data protection rules and confidentiality requirements.
Use the Niya Pact™ Seal and Trust Report only in accordance with official guidelines.

These responsibilities protect the integrity of the certification and allow us to uphold the Niya Pact™ standard.

DATA SECURITY & CONFIDENTIALITY

Niya Pact™ adheres to strict GDPR-compliant data handling, ensuring that:

All personal and organizational data remains confidential.
Only anonymized, aggregated insights appear in the Trust Report.
Blockchain hashing protects the authenticity of certified reports.
No sensitive information is shared with third parties without explicit consent.

Security is a core part of our trust philosophy.

TERMINATION OF SERVICES

Niya Pact™ reserves the right to suspend or discontinue services if:

False or misleading information is provided.
Misuse of the Niya Pact™ Seal or Trust Report occurs.
Actions taken by an organization compromise the integrity of the certification.

Organizations may also request to end their participation at any time. Previously issued certifications may be revoked if integrity standards are no longer met.

CHANGES TO THIS AGREEMENT

Niya Pact™ may update this SLA to reflect improvements, regulatory changes, or new service features. All updates will be published on this page, and continued use of our services constitutes acceptance of the revised terms.

CONTACT

For questions, requests, or concerns regarding this SLA:

Our team is committed to providing clarity, transparency, and timely support for all inquiries.