Service Level Agreement for Electronic Services

First: Purpose of the Agreement

This agreement aims to define the timeframes for completing the electronic services provided by King Abdulaziz University through its technical systems, ensuring increased transparency and quality in dealing with beneficiaries. It also aims to set a clear escalation mechanism in case a service is not delivered within the specified timeframe. The University is committed to maintaining the privacy and confidentiality of beneficiary information and makes every effort to deliver high-quality services to all beneficiaries.

Second: Scope of the Agreement

The provisions of this agreement apply to all academic and administrative entities at the University, such as colleges, institutes, deanships, centers, agencies, and departments. It covers all University affiliates, including faculty members, administrative staff, students, and visitors.

Requests for electronic services will be reviewed after all required data and attachments are completed, and the service completion time will be calculated according to this agreement once all requirements are confirmed as complete.

Note: The completion time does not include additional periods resulting from missing information provided by the beneficiary, nor the time taken by external entities (such as government agencies) if they are part of the service delivery process.

Third: Agreement Validity Period

This agreement is effective from the date it is published on the University’s official electronic portal and is subject to periodic review and updates as necessary.

Fourth: Service Execution Times

• Instant and informational services: Delivered 24/7.
• Procedural services: Delivered during official working days, Sunday to Thursday, from 7:30 a.m. to 2:30 p.m., taking into account official holidays.

If a request is submitted outside working hours, the completion time will be calculated starting from the next working day.

Fifth: Commitments and Responsibilities

1. Beneficiary Commitments:

• Provide accurate and correct information when using the services.
• Adhere to the terms and conditions of using electronic services and refrain from misuse.
• Maintain the confidentiality of login credentials and not share them with any third party.
• Follow up on their requests through their designated account on the electronic portal.
• Accept full responsibility for any delays resulting from missing or incorrect information.

2. Service Provider Commitments:

• Provide services within the timeframes specified in the service level table.
• Protect the privacy of beneficiaries’ data and handle it with strict confidentiality.
• Respond to requests and messages within the defined timeframes, ensuring transparency and fairness.
• Maintain and update systems, notifying beneficiaries in case of temporary downtime.
• Respond to inquiries or technical issues through official support channels.
• Apply escalation and follow-up procedures in case of delays beyond the announced timelines.

Sixth: Electronic Service Levels

Seventh: Acknowledgment

Using any of the University’s electronic services constitutes implicit acceptance of all provisions of this agreement. Accessing the University’s portal or submitting an online request signifies acknowledgment of and agreement to the terms and conditions.