The Technical Support Policy aims to clarify the procedures and information related to providing technical support services to beneficiaries of the Saudi German Hospital Academy, in order to support and assist them in the event of technical issues that hinder the continuation of the training process.
The management of the Saudi German Hospital Academy is committed to providing continuous technical, technological, and educational support to all beneficiaries of the Learning Management System / training platform in all programs through the available channels published on the institution’s website/training platform, which are:
Technical Support Channels:
- Support via social media messaging apps (WhatsApp – Instagram – Twitter)
- Direct support via phone
- On-site support inside the training room
- Support via email
- Support via the technical support form on the website
- Direct call center during official working hours, Sunday to Thursday from 3:00 PM to 9:00 PM, or during training course times
- Email for services and technical support: [email protected]
Services Covered by Technical Support:
· Enrolling in courses and solving users’ technical issues
· Training on how to use the electronic platform and benefit from its features
· Providing the necessary orientation for users
· Logging into the educational platform and creating a trainee account
· Attending the course and using live broadcasting applications
· Trainer access to the platform
· Issuing trainee certificates from the Manar platform
Expected Response Time for Technical Support Requests:
3 business days
Technical Support Working Hours:
Sunday to Thursday from 3:00 PM to 9:00 PM, and during training course sessions
Procedure in Case of Delayed Response (Request Escalation Policy):
Compensating the beneficiary, or directing them to escalate the request to the National Center for e-Learning.
This policy applies to all beneficiaries of the Saudi German Hospital Academy. We are committed to ensuring its enforcement, and all staff members are required to comply. Any violation of this policy will subject the violator to disciplinary action in accordance with the procedures followed by the Saudi German Hospital Academy.