Service Level Agreement
The agreement aims to define service delivery standards, availability levels, response time, and the rights and responsibilities of both the Civil Defense and the beneficiary.
1st Assistance and Support
The General Directorate of Civil Defense provides technical support to beneficiaries around the clock through the unified call center, in addition to providing an assistance portal that includes frequently asked questions and technical support forms.
2nd Privacy and Confidentiality
The General Directorate of Civil Defense is committed to maintaining beneficiaries' data confidentiality and not sharing it except with explicit consent, in accordance with the approved privacy policies.
3rd Participation and Engagement
The electronic portal allows beneficiaries to submit comments and inquiries, which will be responded to within a maximum of 24 hours.
4th E-Service Delivery Standards
- The e-portal is available 24/7.
- The target availability rate is at least 99.9%.
- The response time does not exceed 4 seconds.
- In case of outages, users are notified of the estimated downtime and the time it will take for the service to be restored.
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