Service Level Agreement.

This Service Level Agreement (SLA) sets out the standards of service that citizens, organisations and internal stakeholders can expect from the Ministry of Defence. It defines response times, escalation paths and performance commitments across all public-facing functions.

Version 2.1

Effective date 1 January 2025

Review cycle Annual

Owner Director, Reform Coordination & Service Improvement

Contact sla@defence.gov.ng

Response Standards

What you can expect from us.

All working-day timelines run from the next working day after the Ministry receives a complete request. "Complete" means the request includes all information reasonably needed to process it.

Service	Standard response	Escalation
General correspondence Letters, emails and formal written enquiries	5 working days	10 working days
Freedom of Information requests Under the FOI Act, 2011	7 working days	Federal High Court appeal
SERVICOM complaints Service quality complaints via the SERVICOM Unit	7 working days	National SERVICOM Office
Procurement enquiries Tender clarifications and status queries	3 working days	Bureau of Public Procurement
Media and press office Journalist and media enquiries	1 working day	2 working days
Certificate / document requests Verification letters, service certificates (veterans)	10 working days	15 working days
Website feedback & accessibility Bug reports, accessibility issues	3 working days	7 working days
Recruitment enquiries Shortlisting, interview and offer correspondence	10 working days	Per advertised timeline

National holidays. Working days exclude Federal public holidays and any days the Ministry is formally closed by Government directive. During periods of declared emergency the Ministry will publish revised timelines on this page and on its social media channels.

Our Commitments

The standards we hold ourselves to.

Courtesy & professionalism

Every member of staff who deals with the public will do so with respect, clarity and appropriate confidentiality at all times.

Timely acknowledgement

We will acknowledge every formal request within 1 working day of receipt and provide a reference number.

Plain language

Responses will be written in plain, clear English (and, where capacity allows, Hausa, Yoruba or Igbo) without unnecessary jargon.

Right first time

We aim to resolve requests fully at first contact, avoiding the need for follow-up chasing by citizens.

Transparent escalation

If your matter cannot be resolved within the standard time, we will tell you why and give a revised date in writing.

No wrong door

If your enquiry falls under another Ministry or agency, we will redirect you with the correct contact details rather than simply refusing.

What we ask of you

Provide your full name and a valid contact address or email.
State your request clearly and include all relevant background.
Enclose any supporting documents the Ministry will need to process your request.
Allow sufficient time before chasing — many requests are completed well within the SLA.

When this SLA does not apply

This SLA covers the Ministry's civilian public-facing services. It does not govern operational military matters, classified communications, or matters under active judicial proceedings. For those, please contact the relevant command or legal authority directly.

Complaints about this SLA

If you believe the Ministry has not met these standards, please:

Write to sla@defence.gov.ng quoting your reference number.
If unresolved, raise a SERVICOM complaint.
As a last resort, contact the National SERVICOM Office, The Presidency, Abuja.