Service Level Agreement – Ministry of Communications and Information Technology
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
| Completion Time | Description | Service |
|---|---|---|
| 10 working days | Requesting a meeting or sending an official letter to the Minister | Communication with H.E. the Minister |
| 10 working days | Contacting the Ministry to request a meeting, training, or to submit a complaint…etc. | Contact Us |
| Immediate | Verification of employment reference letter | Employment Verification |
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