Umm Al-Qura University

Umm Al-Qura University

Service Level Agreement


- 2020/08/18

The Deanship of E-Learning and Distance Education confirms its keenness to achieve customer satisfaction by making available the deanship's website external and electronic services at all times.

We present here a list of external services for the deanship's website and electronic services that have achieved compliance with these standards in addition to the maximum time for providing the service. It should be noted that this time does not include the process of completing missing items in the event that the customer does not provide all the required information. It also does not include the time spent in processing transactions by a third party, such as other internal university bodies, if the nature of the transactions so requires.

Customers must also adhere to the terms and rationale for each service as indicated in the services guide. All electronic services will be added successively to this list.

For more information about all available online services, please go to the E-Services of the Deanship of E-Learning and Distance Education.

Timings for implementation of the agreement:

Instant services are executed 7 days a week at any time. As for the services that take place during business days, they are carried out during the official business hours from Sunday at 7:30 a.m. to Thursday at 3:30 p.m.

Assistance and support:

The deanship's website includes a section to help and support customers and visitors of the website. This section provides all the help they need, bearing in mind that it is suitable for the largest possible number of visitors. Therefore, text content and media materials have been provided in various forms, in addition to detailed information and links to some forms of assistance, such as the frequently asked questions (FAQs), guides for uploading content on the E-Learning Management System, and tutorials on how to create tests and assignments, using the video management system, etc.

Privacy and confidentiality of information:

The website of the Deanship of E-Learning and Distance Education places the confidentiality of the information of its users and visitors at the top of its priorities. The deanship's website administration exerts all possible effort to provide high-quality services to all beneficiaries in line with the privacy and confidentiality of information document.

Providing mechanisms for communication and participation:

The deanship's website management is committed to interacting and responding to the inquiry requests received through the technical support page.

Levels of electronic service provision:

Interactive electronic services:

Service

Availability of electronic service

Completion time in days

Support

Obtaining data for the purpose of study

24/7

5 business days

7:30 a.m. - 3:30 p.m. / Sunday to Thursday

Approval of the production of electronic courses

24/7

14 business days

7:30 a.m. - 3:30 p.m. / Sunday to Thursday

Request for WebEx account

24/7

1 business day

7:30 a.m. - 3:30 p.m. / Sunday to Thursday

Booking the e-exam laboratories

24/7

1 business day

7:30 a.m. - 3:30 p.m. / Sunday to Thursday

Adding an assisting academic staff member to teach a course (Blackboard system)

24/7

4 business days

7:30 a.m. - 3:30 p.m. / Sunday to Thursday

Request for integrating the e-learning courses

24/7

5 business days

7:30 a.m. - 3:30 p.m. / Sunday to Thursday

Request to activate the unified access to the learning environment

24/7

2 business days

7:30 a.m. - 3:30 p.m. / Sunday to Thursday

Request for booking a virtual defense of a thesis

24/7

3 business days

7:30 a.m. - 3:30 p.m. / Sunday to Thursday

System of granting excellence certificates to the students

24/7

Instant

7:30 a.m. - 3:30 p.m. / Sunday to Thursday

 

Mechanism and responsibility for escalation:

In the event that no response is made within the time stated in the agreement, the applicant can escalate through this link. The request will be forwarded to the responsible person, and the Deanship of E-Learning will be committed to respond and explain the reason for the delay.

 

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