Service Level Agreement

The Saudi Electronic University affirms its commitment to providing high-quality electronic services, contributing to enhancing user satisfaction and meeting their expectations. Through its electronic portal, the university offers a wide range of services targeting various user segments, as part of its continuous pursuit of excellence in performance and digital transformation.

This Electronic Services Level Agreement aims to clarify and outline the quality of services provided through the university’s electronic portal, as well as to define the rights and obligations of both the university and the user. This agreement serves as an explicit and clear contract between the university and those who wish to benefit from its electronic services. Merely visiting the electronic portal and using any of the services covered by this agreement constitutes implicit acceptance by the user of all its terms, without prejudice to any other related agreements that may be part of the service provision.

The university is committed to maintaining the privacy and confidentiality of users’ information during their interactions, and it exerts every possible effort to provide efficient and reliable services to ensure a comprehensive and satisfactory digital experience for all users.

Rights and Obligations of the User

1. The electronic services portal is committed to providing and making electronic services available throughout the week, including holidays and vacations.
2. The electronic services portal is committed to maintaining confidentiality in handling users’ requests.
3. The electronic services portal enables users to create an account to access the electronic services and programs offered through the portal.
4. The account information must match the user’s original identification details. Inaccurate registration information will result in the rejection of the request.
5. The user bears full responsibility for their choices and is obligated to comply with the university's regulations, rules, and terms of use. The user is also fully responsible for any consequences resulting from violations, with no liability on the university.
6. Users can benefit from the services and track the status of their requests through the portal.
7. Visiting the electronic portal constitutes explicit agreement to its terms and conditions of use.

Rights and Obligations of the University

1. The Saudi Electronic University is committed to responding to valid user requests and messages within the specified timeframe, which may vary depending on the type and status of the request.
2. In case of failure to communicate or respond to users’ requests, the Saudi Electronic University is committed to implementing accountability measures.
3. The Saudi Electronic University is committed to resolving all issues related to login, account creation, or access to any section or service on the university’s portal.
4. The Saudi Electronic University is committed to maintaining fairness and confidentiality in handling users’ requests.
5. The electronic services portal administration reserves the right to reject any non-compliant or incorrect requests.
6. The electronic services portal administration may temporarily suspend certain services or systems for purposes including, but not limited to, maintenance.
7. Users of the electronic services portal are prohibited from causing any harm to the portal in any form.
8. Users of the electronic services portal are encouraged to report any shortcomings or issues they encounter to support improvement and development efforts.

Support and Assistance

The university is committed to providing effective and diverse channels to offer support and assistance to all users of its electronic services. Readable content and various media materials have been provided, along with detailed information and links to forms of assistance, such as FAQs, Contact Us, and more, to enable users to utilize the services efficiently and easily while addressing any challenges they may face as quickly as possible.

The support team works to provide guidance, resolve technical issues, and respond to inquiries related to electronic services through available communication channels, such as:

• Technical support ticket system via the electronic portal.
• Direct responses through the university’s account on the X platform.

The university is committed to continuously improving its support services by monitoring user satisfaction, analyzing feedback, and utilizing it to enhance service quality and accessibility.

Privacy and Confidentiality

The Saudi Electronic University places the confidentiality of users’ information at the top of its priorities. The university makes every effort to provide high-quality services to all users through its Privacy and Confidentiality Policy. For more details about privacy, you can visit the Privacy Policy page.