1. Introduction
This Service Level Agreement describes the Economic Cities and Special Zones Authority's commitment to providing reliable, clear and high-quality digital services to its beneficiaries.
It provides general service-level expectations and sets out the responsibilities of ECZA and its beneficiaries. It does not replace the specific requirements, conditions or processing times stated for individual electronic services.
2. Scope
This agreement applies to the ECZA website and electronic services delivered directly through ECZA's digital platforms.
Certain services may depend on integrations or procedures involving other government entities or third parties. In such cases, service completion times may be affected by the processing times of those entities.
3. Digital Service Availability
ECZA seeks to make its website and digital services available 24 hours a day, seven days a week, except during:
- Scheduled maintenance.
- Technical or security upgrades.
- Emergencies and unexpected technical incidents.
- Interruptions affecting service providers or integrated entities.
- Circumstances beyond ECZA's reasonable control.
Proposed target availability: 99.5% per calendar month, excluding scheduled maintenance and circumstances outside ECZA's reasonable control.
The final availability commitment should be validated and approved by ECZA's responsible technology functions before publication.
4. Service Processing Times
Processing times vary depending on the nature and requirements of each service.
The target processing time should be stated on the relevant electronic service page and starts once:
- A complete application has been submitted.
- All required documents have been provided.
- Applicable requirements and conditions have been satisfied.
- Applicable fees, if any, have been paid.
Periods during which an application is awaiting information or documents from the beneficiary are not included in the processing period.
Processing periods relating to external authorities may also be excluded where a service depends on approvals or integrations with another entity.
5. Support and Enquiries
ECZA receives enquiries and feedback relating to the website and digital services through its official communication channels.
Proposed initial response target: within two business days.
Certain enquiries or technical issues may require additional time depending on their nature and complexity.
The final response target should be approved by the function responsible for beneficiary services before publication.
6. Technical Incidents
Where an incident affects a digital service, the responsible teams will assess the issue and work to restore the service according to its impact and priority.
Resolution targets do not apply to incidents caused by:
- The user's device or Internet connection.
- External systems or services not managed by ECZA.
- Force majeure events or circumstances outside ECZA's reasonable control.
7. ECZA Responsibilities
ECZA seeks to:
- Provide clear information on its services and their requirements.
- Protect the confidentiality and security of information in accordance with applicable laws and policies.
- Continuously improve digital services and user experience.
- Address incidents and feedback according to applicable priorities.
- Provide application status information where supported by the relevant service.
8. Beneficiary Responsibilities
Beneficiaries are responsible for:
- Providing accurate and current information.
- Completing all required documents and requirements.
- Protecting their login credentials.
- Responding to requests for additional information within the specified period.
- Using services in accordance with applicable laws and the Terms of Use.
- Refraining from misuse of electronic services or systems.
9. Escalations and Complaints
Beneficiaries who are dissatisfied with a service or wish to submit a complaint may do so through the official feedback and complaint channels published on the ECZA website.
Complaints will be handled in accordance with ECZA's approved procedures and applicable service levels.
10. Updates
This Service Level Agreement will be reviewed periodically and may be updated following changes to ECZA services, performance levels or regulatory requirements.
Last updated: September 2026