The Service Level Agreement for E-services aims at stating and clarifying the quality level of the services provided through the digital systems and platforms of the Deanship of E-Learning and Digital Transformation at Shaqra University, as well as the rights and duties of the Deanship and the beneficiary. This Agreement is an explicit agreement between the Deanship and all those who desire to benefit from its e-services. Therefore, using any system or platform for receiving any of the services included in this Agreement is a consent by those who desire to obtain the services to all terms and conditions stated in this Agreement, without prejudice to any other agreements that may be included in the service provision.
The Deanship 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 Deanship (the service provider) and the service applicant (the beneficiary):
1. Rights and Duties of Beneficiaries
• The Deanship is responsible for providing 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.
• The digital systems and platforms allow user account registration, through which beneficiaries may submit their requests and follow-up their progress.
• Registration should be using the same information in the ID, and the entered data should be correct. Incorrect data will lead to discarding the request.
• Applicants are fully responsible for their choices and for abiding by the regulations. In case of violation, the applicant shall be subject to legal accountability without any liability on the Deanship, and all breaching requests will be discarded.
• In the event of accepting any request, the applicant shall be notified through their registered e-mail.
• Accessing any of the Deanship's systems shall be considered as acceptance of all terms and conditions of use.
4. Expected Performance
Platform | Service | Completion | Availability | Digitization | Completion % |
Data Update Portal | Update Basic Information | Instant | 24/7 | 100% | 100% |
Update Academic Qualifications | Instant | 24/7 | 100% | 100% | |
Update Certificates and Training | Instant | 24/7 | 100% | 100% | |
Update Awards and Achievements | Instant | 24/7 | 100% | 100% | |
Update Research Papers | Instant | 24/7 | 100% | 100% | |
Update Employment History | Instant | 24/7 | 100% | 100% | |
Student Transportation Portal | New Student Transportation Registration | Instant | 24/7 | 100% | 100% |
Transportation Data Update Request | Instant | 24/7 | 100% | 100% | |
Assigned Driver Information View | Instant | 24/7 | 100% | 100% | |
Muraslat System | Internal Transaction Creation Request | Instant | 24/7 | 100% | 100% |
Internal Draft Creation Request | Instant | 24/7 | 100% | 100% | |
Transaction Transfer Request | Instant | 24/7 | 100% | 100% | |
External Outgoing Creation Request | Instant | 24/7 | 100% | 100% | |
External Incoming Creation Request | Instant | 24/7 | 100% | 100% | |
General Circular Creation Request | Instant | 24/7 | 100% | 100% | |
Targeted Circular Creation Request | Instant | 24/7 | 100% | 100% | |
Organizational Structure View | Instant | 24/7 | 100% | 100% | |
Transaction Reports View | Instant | 24/7 | 100% | 100% | |
General Statistics View | Instant | 24/7 | 100% | 100% | |
Transaction Forms Management Request | Instant | 24/7 | 100% | 100% | |
Mobile App Access Management Request | Instant | 24/7 | 100% | 100% | |
Delegation Creation Request | Instant | 24/7 | 100% | 100% | |
Transaction Transfer Request (Admin) | Instant | 24/7 | 100% | 100% | |
Transaction Status Tracking | Instant | 24/7 | 100% | 100% | |
Electronic File Signature Request | Instant | 24/7 | 100% | 100% | |
Self-Service System | Leave Request | 5 Workdays | 24/7 | 100% | 100% |
Assignment Request | 5 Workdays | 24/7 | 100% | 100% | |
Enrichment Certificate Entry Request | 5 Workdays | 24/7 | 100% | 100% | |
University Teaching Allowance Request | 5 Workdays | 24/7 | 100% | 100% | |
Computer Allowance Request | 5 Workdays | 24/7 | 100% | 100% | |
Authorization Delegation Request | 3 Workdays | 24/7 | 100% | 100% | |
Salary Identification Certificate Issuance | Instant | 24/7 | 100% | 100% | |
Employment Certificate Issuance (Without Salary) | Instant | 24/7 | 100% | 100% | |
Payroll Summary Inquiry | Instant | 24/7 | 100% | 100% | |
Custody Report Inquiry | Instant | 24/7 | 100% | 100% | |
Job Performance Evaluation Inquiry | Instant | 24/7 | 100% | 100% | |
Ameen Platform | Councils & Committees Management Request via Ameen | 5 Workdays | 24/7 | 100% | 100% |
Committee or Council Creation Request | 5 Workdays | 24/7 | 100% | 100% | |
Committee or Council Settings Update Request | 5 Workdays | 24/7 | 100% | 100% | |
Meeting Request | 5 Workdays | 24/7 | 100% | 100% | |
Meeting Minutes Creation Request | 5 Workdays | 24/7 | 100% | 100% | |
Meeting Minutes Approval Request | 5 Workdays | 24/7 | 100% | 100% | |
Member Delegation Issuance Request | Instant | 24/7 | 100% | 100% | |
Qodorat Platform | Faculty Transfer Request via Qodorat Platform | 5 Workdays | 24/7 | 100% | 100% |
Ma'ak System | Technical Support or Service Request via Ma'ak System | 3 Workdays | 24/7 | 100% | 100% |
Clearance Request | 3 Workdays | 24/7 | 100% | 100% | |
Financial Guarantee for Admission | 3 Workdays | 24/7 | 100% | 100% | |
Work ID Card Issuance Request | 3 Workdays | 24/7 | 100% | 100% | |
Work Commencement Request | 3 Workdays | 24/7 | 100% | 100% | |
Payroll Details Inquiry | 3 Workdays | 24/7 | 100% | 100% | |
Faculty Member Number Issuance | 3 Workdays | 24/7 | 100% | 100% | |
Create / Update Admissions System User Data | 3 Workdays | 24/7 | 100% | 100% | |
New Network Setup Request | 5 Workdays | 24/7 | 100% | 100% | |
New Network Device Request | 5 Workdays | 24/7 | 100% | 100% | |
Network Project Consultation Request | 10 Workdays | 24/7 | -- | -- | |
New Wireless Access Point Request | 5 Workdays | 24/7 | 100% | 100% | |
New Network Point Request | 5 Workdays | 24/7 | 100% | 100% | |
New Electronic Service Deployment Request | 5 Workdays | 24/7 | 100% | 100% | |
Cybersecurity Incident Response Request | 1 Workday | 24/7 | 100% | 100% | |
Server RDP Access Request | 5 Workdays | 24/7 | 100% | 100% | |
External Access (VPN) Request | 3 Workdays | 24/7 | 100% | 100% | |
External Storage Media Usage Request | 3 Workdays | 24/7 | 100% | 100% | |
Digital Systems and Databases Access Request | 3 Workdays | 24/7 | 100% | 100% | |
Port Request | 5 Workdays | 24/7 | 100% | 100% | |
Server Communication Ports Request | 5 Workdays | 24/7 | 100% | 100% | |
DNS Record Management Request | 5 Workdays | 24/7 | 100% | 100% | |
Active Directory Account Management Request | 3 Workdays | 24/7 | 100% | 100% | |
Data Center Access Request | 5 Workdays | 24/7 | 100% | 100% | |
Event Technical Support Request | 5 Workdays | 24/7 | 100% | 100% | |
Server Management Service Request | 5 Workdays | 24/7 | 100% | 100% | |
Video Conference Service Request | 5 Workdays | 24/7 | 100% | 100% | |
Digital Phone Service Request | 5 Workdays | 24/7 | 100% | 100% | |
Financial & Administrative System Operational Request | 5 Workdays | 24/7 | 100% | 100% | |
Trend Micro Device Scan Request | 5 Workdays | 24/7 | 100% | 100% | |
Backup or Data Restore Request | 5 Workdays | 24/7 | 100% | 100% | |
Create User on Irsal System | 3 Workdays | 24/7 | 100% | 100% | |
Electronic Portal Service Request | 5 Workdays | 24/7 | 100% | 100% | |
Financial and Administrative System Access (Makken) | 3 Workdays | 24/7 | 100% | 100% | |
Email Request | 3 Workdays | 24/7 | 100% | 100% | |
Irsal System Access Request | 3 Workdays | 24/7 | 100% | 100% | |
Internal Systems Access Request | 3 Workdays | 24/7 | 100% | 100% | |
Standards Compliance Verification Request | 10 Workdays | 24/7 | -- | -- | |
Conference or Tech Event Participation Request | 10 Workdays | 24/7 | 100% | 100% | |
Integration Data Enhancement Request | 5 Workdays | 24/7 | 100% | 100% | |
Technical Recommendations & Consultation Request | 5 Workdays | 24/7 | -- | -- | |
Technical Feasibility Study Request | 10 Workdays | 24/7 | -- | -- | |
Change Impact Study Request | 10 Workdays | 24/7 | -- | -- | |
Digital Strategies Review Request | 10 Workdays | 24/7 | -- | -- | |
Project Implementation Review Request | 5 Workdays | 24/7 | -- | -- | |
Technical Support Request | 3 Workdays | 24/7 | 100% | 100% | |
Tawasul System | Appointment Request | 5 Workdays | 24/7 | 100% | 100% |
Submit Complaint | 5 Workdays | 24/7 | 100% | 100% | |
Submit Suggestion | 5 Workdays | 24/7 | 100% | 100% | |
Submit Inquiry | 5 Workdays | 24/7 | 100% | 100% | |
Scientific Research Platform | Full Ethical Approval Request | 5 Workdays | 24/7 | 100% | 100% |
Research Ethical Suitability Approval Request | 5 Workdays | 24/7 | 100% | 100% | |
High Quality Research Funding Request | 5 Workdays | 24/7 | 100% | 100% | |
Open Source Research Funding Request | 5 Workdays | 24/7 | 100% | 100% | |
Task Facilitation Request | 5 Workdays | 24/7 | 100% | 100% |
5. Rights and Duties of the Deanship (Service Provider)
• The Deanship 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 Deanship is to hold its employees accountable for any failure to address requests and inquiries of beneficiaries.
• The Deanship maintains privacy and confidentiality in addressing beneficiaries' requests.
• The Deanship is responsible for solving registration and login issues and other problems related to accessibility to any of the systems and platforms.
• The Deanship is entitled to discard non-compliant requests or those that include incorrect data.
• The Deanship is entitled to temporarily suspend some services or systems for maintenance or other reasons.
• Visitors shall not access the Deanship's systems and platforms with the intention of damaging them or corrupting any of their content.
• Visitors shall report any failure or error, if any, with the aim of improving the content and services of the systems and platforms.
• 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 Deanship.
6. Help and Support
The Deanship's systems and platforms include a section for helping and supporting beneficiaries, through the diverse communication channels. This section provides all the kinds of help that visitors may need, with readable and mass media content in different forms, in addition to detailed information and links to some other helpful sections. The Deanship is also responsible for responding to the inquiries received through the following official channels:
• Email: info@su.edu.sa
• Ma'ak System for Technical Support and Service Requests: Maak-dwp.su.edu.sa
•Contact Us page on the website