Technical Support

This policy outlines the beneficiaries, channels of support, services offered, working hours, response times, and escalation procedures for delayed responses to ensure a smooth and supportive learning environment.

Beneficiaries:

This policy applies to all students, faculty, and staff requiring assistance with our educational platform, software, or technical resources.

Channels of Support:

• Technical Support Portal: For immediate assistance, please visit our Technical Support Portal by clicking here.
• Email Support: Alternatively, you can reach out to us via email at it@spsc.gov.sa for any technical queries or issues.

Services Offered:

Our technical support encompasses a wide range of services, including but not limited to:

• Troubleshooting platform or software issues
• Assistance with account creation, access, and security
• Guidance on using educational tools and resources
• Support for hardware and software related to our educational services

Working Hours:

Our technical support team is available Sunday through Thursday, from 8:00 AM to 6:00 PM (Saudi local time). Support requests received outside these hours will be addressed the next business day.

Response Times:

• Immediate Support Needs: For issues impacting your ability to participate in educational activities, we aim to acknowledge your request within 2 hours during working hours and provide a resolution or workaround within 24 hours.
• General Support Requests: For non-critical issues, we will acknowledge your request within 4 hours during working hours, with a resolution provided within 48 hours.

Escalation Procedures for Delayed Responses:

In the event that your support request has not been acknowledged within the specified response times, or if you are dissatisfied with the provided solution, you may escalate the issue as follows:

1. First Escalation: Contact our Technical Support Manager by replying to the original support email, highlighting the delay or your concerns. This will trigger an immediate review of your case.
2. Second Escalation: If the issue remains unresolved, or you have not received satisfactory support, you may escalate further by sending an email to our Director of IT Services at it+director@spsc.gov.sa, including a detailed account of the issue and any previous correspondence related to your support request.
3. Final Resolution: Our Director of IT Services will personally oversee the escalation, ensuring a resolution is reached promptly and to your satisfaction.

We are dedicated to providing you with the support and assistance you need to succeed in your educational endeavors. Our technical support team is trained and ready to address your needs efficiently and effectively, ensuring minimal disruption to your learning experience.