Introduction:

In pursuit of customer satisfaction, Ehsan Foundation for Charitable Work is committed to enabling customers to fully benefit from its services, continuously enhancing service quality, and providing prompt support. Accordingly, this Service Level Agreement sets out the standards applicable to the services provided. Service performance is periodically reviewed and continuously improved.

Help & Technical Support:

Technical support is provided by receiving tickets from (8:00 AM) – (11:59 PM).
During The month of Ramadan, technical support will be Around the clock (24 hours) through the communication channels.

Information Privacy and Confidentiality:

Ehsan Foundation for Charitable Work is committed to safeguarding the privacy and confidentiality of users’ information and to implementing applicable data privacy policies when requesting customers’ personal data, such as their national ID number, full name, and mobile number.
In refund cases, customers may also be asked to provide the last six digits of the payment card used. For further details, please refer to the Privacy Policy

Service Utilization Constraints:

• Service levels do not cover outages caused by third parties due to factors beyond the provider’s control, including force majeure or catastrophic conditions at the provider’s facilities.
• The customer is responsible for the accuracy of the data provided to the service provider.

List of Services:

Electronic services are provided according to the following levels: