Service Level Agreement
Introduction
This Service Level Agreement (SLA) outlines the quality standards of the electronic services delivered through the Ministry of Communications and Information Technology (MCIT) portal. It also clarifies the rights and responsibilities of both the Ministry and the beneficiaries. By accessing the portal and using its services, users explicitly agree to all terms and conditions set forth in this agreement.
Beneficiaries’ Rights and Obligations
- Ensure that all submitted information is accurate and aligns with national identity details.
- Assume full responsibility for the accuracy of submitted data and for the proper use of services.
- Acknowledge that accessing the portal constitutes acceptance of the terms, conditions, and usage policy.
- Accept the privacy policy as a prerequisite for using the Ministry’s services.
- Submit inquiries and follow up on requests exclusively through the portal or via email.
- Comply with all applicable laws and regulations; failure to do so may result in legal accountability.
Ministry’s Rights and Obligations
- Respond to valid requests and messages within the specified timeframe.
- Address complaints and support requests within the designated timeframe.
- Safeguard the confidentiality and privacy of information in accordance with the privacy policy.
- Provide assistance in resolving login or service access issues.
- Retain the right to exclude non-compliant requests.
- Temporarily suspend certain services, when necessary, to perform maintenance.
- Prevent and take action against any misuse of the portal intended to cause harm.
Service Interruptions
- Scheduled Maintenance: Users will be notified at least 48 hours in advance.
- Emergency Maintenance: Users will be notified immediately through the portal.
- Exceptional Cases (e.g., cyberattacks): The Ministry will work to restore services as quickly as possible.
Performance Expectations Table
| Service | Service Description | Completion Time |
|---|---|---|
| Training Registration for Individuals and Companies | Electronically register the details of individuals and companies interested in training. | 5 working days |
| Registration for Saudi Digital Academy Initiatives, Programs, and Bootcamps | Register for the Saudi Digital Academy’s specialized training programs, initiatives, and bootcamps. | 3 working days |
| Contact the Saudi Digital Academy | Respond electronically to inquiries and feedback regarding the Saudi Digital Academy’s programs and initiatives. | 3 working days |
| Digital Awareness Events | Register and volunteer to attend and deliver digital awareness events. | 5 working days |
| Newsletter | Subscribe to a periodic electronic newsletter featuring the Saudi Digital Academy’s programs, initiatives, events, and opportunities. | 3 working days |
| Specialized Training Courses | Provide training courses to develop capabilities in digital fields and modern, emerging, traditional, and supporting technologies as part of the Future Skills initiative. | 5 working days |
| Future Skills Bootcamps | Develop technical knowledge and professional skills in communications and information technology through training bootcamps and practical activities that prepare participants for the job market. | 5 working days |
| Contact His Excellency the Minister | Request a meeting with His Excellency the Minister or electronically submit requests, suggestions, or complaints. | 10 days |
| Contact Us | Contact the Ministry electronically to request services or information, or to arrange training courses and events. | 10 days |
| Employment Verification Letter Validation | Enable external entities to electronically verify the authenticity of employees’ employment verification letters and employment information. | Immediate |
Help and Support
The MCIT portal includes a dedicated Help and Support section that provides multiple communication channels. This section offers written resources, media materials, and useful links. The Ministry is committed to responding to support requests through the “Contact Us” page.
Review and Update
This SLA is subject to periodic review to ensure its alignment with current regulations and standards.
Contact Us
Email: info@mcit.gov.sa
“Contact Us” form available on the portal