The Service Level Agreement for E-services aims at stating and clarifying the quality level of the services provided through Digital Government Authority Portal, as well as the rights and duties of the Authority, and the beneficiary. This Agreement is an explicit agreement between the Authority and all those who desire to benefit from its e-services. Therefore, vising the e-portal for receiving any of the services included in this Agreement is  a consent by who desire to obtain the services to all terms and conditions stated in this Agreement, without prejudice to any other agreements that maybe included in the service provision.

The Authority is to abide by privacy and information confidentiality in addressing beneficiaries' services requests, and will exert its best efforts to provide high quality services to all beneficiaries.

Below are the commitments of both the Authority (the service provider) and the Applicant (beneficiary):

 

1.Rights and Duties of Beneficiaries:

• The Digital Government Authority Portal administration is responsible for providing and the availability of the e-services throughout all days of the week, including weekends and vacations;
• Beneficiaries' requests are addressed fairly and confidentially, and responses will be through the system, SMS or e-mails, as appropriate and according to the service type; 
• The Portal allows user account registration, through which beneficiaries may submit their requests for services, systems, and applications provided by the Authority through the e-Portal, and can follow-up the messages and the progress of their requests through this account;
• Registration should be using the same information in the ID, and the entered data should be correct. Incorrect entered or attached data will lead to discarding the request;
• Applicants are fully responsible for their choices and for abiding by the relevant laws and regulations of services provision, in case of violating the same, the Applicant shall be legally responsible without any responsibility toward the Authority. ;
• In the event of accepting any request, the Applicant shall be notified through his registered email in the portal. Users may inquire about the status of their requests through their registered accounts on the Portal; and 
• Visitors' login to the Digital Government Authority Portal is deemed to be an approval of all use terms and conditions. 

 

 

2.The Authority’s Rights and Duties:

• The Authority is responsible for addressing messages and correct requests and contacting the applicants within the set period of time, that may increase or decrease as the case may be;
• The Authority is to hold its employees accountable for any failure to address requests and inquiries of beneficiaries;
• The Authority Portal administration is to privacy and confidentiality in addressing beneficiaries' requests;
• The Authority is responsible for solving registration and login issues and other problems related to accessibility to any of the Portal sections;
• The Portal administration is entitled to discard non-compliant requests or that include incorrect data;
• The Portal administration is entitled to temporarily suspend some services or systems for maintenance or other reasons;
• The Authority Portal visitors shall not access the Portal with the intention of damaging it or corrupting any of its content;
• The Authority Portal visitors shall report any failure or error, if any, with the aim of improving the content and functions of the Portal; and
• Applicants are fully responsible for their choices and for abiding by the relevant laws and regulations of services provision, in case of violating the same, the Applicant shall be legally responsible without any responsibility toward the Authority.

 

Help and Support

The Authority Portal includes a section for helping and supporting beneficiaries, through the diverse communication channels in the Portal. This section provides all the kinds of help that the Authority Portal visitors may need. The content is meant to suit the largest possible number of visitors, so different readable and mass media materials are available in different forms, in addition to detailed information and links to some other helpful sections. The Authority Portal administration is also responsible for responding to the inquiries received through the 'Contact Us' page.

 

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