Service Level Agreement for Electronic Services

Electronic Services Service Level Agreement

The Electronic Services Service Level Agreement aims to clarify and define the quality level of services provided through the digital systems and platforms affiliated with the Deanship of E-Learning and Digital Transformation at the University of Hafr Al Batin, as well as to outline the rights and responsibilities of both the Deanship and the beneficiary.

This Agreement constitutes an explicit and clear agreement between the Deanship of E-Learning and Digital Transformation at the University of Hafr Al Batin and those who wish to benefit from its electronic services. The mere use of any digital system or platform to obtain any of the services covered by this Agreement shall be deemed acceptance by the beneficiary of all provisions contained herein, without prejudice to any other agreements, policies, or regulations that may govern the provision of such services.

The Deanship is committed to maintaining privacy and confidentiality of information when handling requests submitted by beneficiaries of electronic services. The Deanship also endeavors to provide high-quality digital services to all beneficiaries.

The following outlines the obligations of both the Deanship, as the service provider, and the service applicant, as the beneficiary:

1. Rights and Responsibilities of the Beneficiary

The Deanship of E-Learning and Digital Transformation is committed to providing and making electronic services available throughout all days of the week, including weekends and public holidays, depending on the nature of each service and its operational requirements.

Beneficiaries’ requests shall be handled fairly and confidentially, and responses shall be provided as required through the system, text messages, or email, depending on the need and the type of service.

The digital systems and platforms enable users to create an account through which they may submit requests to benefit from the services provided by the Deanship. Users may also track their requests and their progress through their accounts within the system.

Registration must correspond to the user’s official identity, and all entered information must be accurate and up to date. It should be noted that inaccurate information or attachments may result in the exclusion of the request or a delay in its processing.

The applicant bears full responsibility for their choices and for complying with the regulations, instructions, and bylaws governing the services. In the event of non-compliance, the applicant shall be subject to legal accountability without any liability on the part of the Deanship, and the Deanship reserves the right to reject non-compliant requests.

Upon acceptance of any request or any update to its status, the beneficiary shall be notified through the channels available within the system or via the registered email address. The beneficiary may also inquire about the status of the request through their account.

Access by a beneficiary or visitor to any of the University of Hafr Al Batin’s digital systems and platforms shall constitute acceptance and acknowledgment of their terms and conditions of use.

2. Expected Performance Schedule

3. Rights and Responsibilities of the Service Provider

The Deanship of E-Learning and Digital Transformation is committed to responding to valid messages and requests and communicating with their submitters within the specified timeframe, which may vary depending on the nature of the case and processing requirements.

The Deanship is committed to applying the principle of accountability for deficiencies in responding to messages and requests received from beneficiaries, in accordance with the procedures and regulations approved by the University.

The Deanship maintains complete privacy and confidentiality when handling beneficiaries’ requests and data.

The Deanship is committed to resolving login issues or problems related to access to any university digital system or platform within its scope of responsibility.

The Deanship reserves the right to reject requests that are non-compliant or that contain inaccurate or incomplete information.

The Deanship reserves the right to temporarily suspend certain services or systems for maintenance purposes or for operational or security reasons, with prior notice whenever possible.

Users or visitors of the University’s systems and platforms are prohibited from accessing them with the intent to damage, disrupt, corrupt any of their contents, or misuse them in any manner whatsoever.

Users of the digital systems and platforms are encouraged to report any deficiencies or errors, if any, with the aim of improving the quality of the services provided.

The applicant bears full responsibility for their choices and for complying with the relevant regulations and bylaws governing the services. In the event of non-compliance, the applicant shall be subject to legal accountability without any liability on the part of the Deanship.

4. Assistance and Support

The digital systems and platforms of the University of Hafr Al Batin include channels for assisting and supporting beneficiaries through the various communication channels available within each system and platform. These channels provide beneficiaries with the assistance and guidance they require, while ensuring accessibility to the widest possible range of beneficiaries through the provision of readable content, guidance materials, links, and detailed information that facilitate the use of electronic services.

The Deanship of E-Learning and Digital Transformation is also committed to responding to inquiries and support requests received through the University’s officially approved communication channels, including:

Official University Email: it@uhb.edu.sa
Contact Us page on the University of Hafr Al Batin website.
Official approved channels within the University’s digital systems and platforms.