Service Level Agreement (SLA) – Civil Defense
The General Directorate of Civil Defense affirms its full commitment to providing its electronic services to beneficiaries with the highest standards of quality. This agreement aims to clarify the service delivery standards, availability levels, response times, and the rights and responsibilities of both the Civil Defense and the beneficiary.
1. Assistance and Support:
The General Directorate of Civil Defense provides technical support to beneficiaries around the clock through the unified contact center. In addition, a help portal is available, which includes frequently asked questions and technical support request forms.
2. Privacy and Data Confidentiality:
The General Directorate of Civil Defense is committed to maintaining the confidentiality of beneficiaries’ data and not sharing it without explicit consent, in accordance with approved privacy policies.
3. Interaction and Participation:
The electronic portal allows beneficiaries to submit feedback and inquiries, which will be responded to within a maximum of 24 hours.
4. Electronic Service Delivery Standards:
• The electronic portal is available 24/7.
• The targeted availability rate is no less than 99.9%.
• The response time does not exceed 4 seconds.
• In the event of service interruptions, users will be notified of the estimated downtime and service restoration time.
5. Level of Electronic Service Delivery:
Electronic Service Execution Time Service Availability Complaint Resolution Time
Instant Licenses Immediate 24/7 24 hours
Non-Instant Licenses 5 working days 24/7 24 hours
All Other Services 5 working days 24/7 24 hours
