Service Level Agreement (SLA)
First: Purpose of the Agreement
This agreement aims to define the timeframes for completing electronic services provided by King Abdulaziz University through its technical systems, ensuring improved transparency and service quality. It also establishes a clear escalation mechanism in case services are not completed within the specified time. The university is committed to maintaining privacy and confidentiality of beneficiary information and strives to deliver high-quality services to all users.
Second: Scope of the Agreement
This agreement applies to all academic and administrative entities within the university, including colleges, institutes, deanships, centers, agencies, and departments, and covers faculty members, administrative staff, students, and visitors.
Requests for electronic services are processed only after all required data and attachments are completed. The service timeframe starts after verifying completeness.
Note: Processing time does not include delays caused by missing information from the beneficiary or time taken by external entities (such as government bodies) involved in the service process.
Third: Agreement Validity Period
This agreement becomes effective from the date of its publication on the university’s official electronic portal and is subject to periodic review and updates.
Fourth: Service Execution Hours
- Instant and informational services: Available 24/7.
- Procedural services: Provided during official working days (Sunday to Thursday), from 7:30 AM to 2:30 PM, excluding official holidays.
Requests submitted outside working hours will be processed starting from the next working day.
Fifth: Obligations and Responsibilities
1. Beneficiary Responsibilities:
- Provide accurate and correct information.
- Comply with service terms and avoid misuse.
- Maintain confidentiality of login credentials.
- Track requests via the electronic portal.
- Bear responsibility for delays due to incorrect or incomplete data.
2. Service Provider Responsibilities:
- Provide services within defined SLA timeframes.
- Ensure data privacy and confidentiality.
- Respond to requests transparently and fairly.
- Maintain and update systems with user notifications.
- Respond to technical issues through official support channels.
- Apply escalation procedures when delays occur.
Sixth: Electronic Service Levels
| Service Name | Response Time | Completion Time | Availability |
|---|---|---|---|
| Change Student Academic Status | Days | 7 | Sun–Thu (7:30 AM – 2:30 PM) |
| Issue Certificates & Transcripts | Days | 7 | Sun–Thu (7:30 AM – 2:30 PM) |
| Internal Transfer Request | Days | 7 | Sun–Thu |
| Housing Application | Days | 7 | Sun–Thu |
| Tuition Payment (ODUS Plus) | Instant | Instant | 24/7 |
| Tuition Refund (ODUS Plus) | Days | 7 days | Sun–Thu |
| Postgraduate Admission Application | Days | 5 | 24/7 |
| Cancel Admission | Instant | Instant | 24/7 |
| Submit Request | Instant | Instant | 24/7 |
| Study Deferment | Days | 3 | Sun–Thu |
| Grant Degree (Thesis) | Days | 3 | Sun–Thu |
| Approve Graduation Certificate | Days | 5 | Sun–Thu |
| Technical Support Request | Days | 1 | Sun–Thu |
| Email Name Modification | Days | 1 | Sun–Thu |
| Training Course Application | Days | 1 | Sun–Thu |
| Official Website Management | Instant | Less than 1 business day | Sun–Thu |
| Password Reset | Instant | 5 minutes | Sun–Thu |
| Create Greeting Cards | Instant | 1–2 minutes | Sun–Thu |
| Book Medical Appointment | Instant | Less than 1 business day | Sun–Thu |
| Submit Scientific Research | Instant | Less than 1 business day | Sun–Thu |
Seventh: Acknowledgment
Using any of the university’s electronic services constitutes implicit acceptance of this agreement. Accessing the portal or submitting requests confirms agreement to all terms.
Eighth: Escalation & Complaints
If service timelines are exceeded, beneficiaries may submit follow-up requests عبر official channels, and they will be handled according to escalation procedures.
