The help center should sets up the expectations between the service provider and the customer and describes the products or services to be delivered, which is call service-level agreement (SLA) because as am talking now I purchased a credit since last week still now it's haven't reflected I call help center and report the issue they told me they'll forward it to their technicians and up to now no one has called me, so I can see there's no service-level agreement.

So I believe when they set up SLA it will help call center and the customer