Introduction

The purpose of this Service Level Agreement is to clarify and define the quality of services provided through various systems and services, as well as the rights and responsibilities of both the Saudi Red Crescent Authority and the beneficiaries. This agreement serves as a clear and explicit contract between the Authority and anyone who interacts with it, whether they are aware of the agreement or not. Therefore, simply accessing any service covered by this agreement constitutes implicit and explicit consent from the beneficiaries to all the terms outlined in this agreement, without prejudice to any other agreements related to the provision of that service.

The Authority is committed to maintaining fairness and confidentiality in handling the beneficiaries' requests, ensuring complete privacy, and striving to provide high-quality services to all beneficiaries.

Definitions

• Service Provider: The Saudi Red Crescent Authority (referred to as "the Authority") or any entity authorized by it to manage the service.
• Beneficiary: A person benefiting from the services provided through the platform or any visitor to the platform.
• Platform: Mutaaheb Platform.

Obligations of the Service Provider and Beneficiaries:

Rights and Responsibilities of the Beneficiary

• The Authority is committed to providing electronic services available throughout the week, including holidays and vacations.
• Requests from beneficiaries will be handled fairly and confidentially, with responses provided via the system, SMS, or email, depending on the type of service.
• The platform allows users to register an account through which they can submit requests for services, systems, and applications offered by the Authority via the platform. They can also track their messages and progress through their account.
• Registration must match the identity foundation, and the entered data must be accurate. Incorrect or incomplete data may result in the exclusion of the request.
• The applicant is fully responsible for their choices and compliance with the regulations governing the services. Non-compliant requests will be excluded.
• If a request is accepted, the applicant will be notified by the registered email, and they can inquire about the status of the request via their registered account.
• Accessing the Mutaaheb Platform constitutes the beneficiary’s explicit consent and acknowledgment of all the terms and conditions of use, forming a clear contract between the Authority and anyone interacting with it.

Protection and Confidentiality of Complaint Data

• The location and time of the request/complaint.
• The name, identity, address, and phone number of the applicant.
• Data of the party being complained about, whether an individual or company.
• A clear and specific description of the complaint, along with supporting evidence and information.
• Any other information deemed necessary by the Authority or relevant government entities regarding the confidentiality and classification of data.

Expected Processing Time for Requests

Communication Channels

Rights and Responsibilities of the Authority

• The Authority is committed to interacting with correct messages and requests, communicating with their owners within the specified period, which may vary depending on the case.
• The General Training Department of the Authority maintains fairness and confidentiality when handling beneficiary requests.
• The Authority is committed to resolving login issues or problems related to accessing any section of the platform.
• The Authority is committed to accountability in case of failure to communicate with messages and requests from beneficiaries.
• The General Training Department has the right to exclude non-compliant requests or those containing incorrect data. ​
• The General Training Department has the right to temporarily disable certain services or systems for maintenance or other reasons.
• Visitors to the Mutaaheb Platform are prohibited from accessing it with the intent to harm it or corrupt any of its contents.
• The beneficiary is encouraged to report any deficiencies or errors found with the platform in order to improve its content.
• The applicant is fully responsible for their choices and compliance with the regulations governing the services.

Assistance and Support

The platform includes a section for assisting and supporting the public beneficiaries through various communication channels within the platform. This section provides everything the beneficiary may need in terms of help, ensuring that it suits as many beneficiaries as possible. This includes readable content, multimedia materials in different forms, as well as detailed information and links to some forms of assistance. The Authority is also committed to responding to inquiries received through the "Contact Us" page.

Services and Expected Completion Times