All services provided by the Information & eGovernment Authority are subject to the approved Service Level Agreements (SLAs), which define service availability standards and the maximum time required to complete services once all required requirements and documents have been fulfilled, as outlined in each agreement:

- Service Level Agreement  (357 KB, 14 pages, PDF), which guarantees 99.95% availability of ID Card Centre services and specifies the maximum service completion time, provided that all required requirements and documents have been fulfilled.

- Virtual Customer Service Center Service Level Agreement (320 KB, 3 pages, PDF), which outlines the applicable service levels and maximum completion times for services provided through the virtual Service Centre.

The timeframes specified in the Service Level Agreements do not apply where service delivery involves a third party, such as other government entities.