Introduction

The Electronic Service Level Agreement (SLA) of Takamol Academy aims to clarify and define the quality and level of services provided through the Academy’s electronic systems and platforms. It also specifies the rights and obligations of both the Academy and the beneficiaries.

This agreement serves as an explicit and clear commitment between Takamol Academy and every user of its services. The mere use of any of the Academy’s services constitutes an explicit and implicit acceptance of all terms and conditions outlined herein, without prejudice to any other agreements that may apply to the provision of such services.

Takamol Academy is committed to maintaining fairness and confidentiality in handling beneficiary requests, and to making every effort to provide high-quality services to all users.

Definitions

• Service Provider: Takamol Academy, or any entity authorized by it to manage the service.
• Beneficiary: Any individual who uses the services provided through the Academy’s electronic platform or visits its website.
• Platform: The electronic portal of Takamol Academy.

Beneficiary Rights and Obligations

• The Academy is committed to providing its electronic services throughout the week, including official holidays.
• Beneficiary requests will be handled fairly and confidentially, with responses provided through the system, via email, or SMS as appropriate.
• The platform enables users to create an account, through which they can submit and track their requests.
• All data provided must be accurate and consistent with the official identity of the beneficiary. Submission of inaccurate or false data will result in rejection of the request.
• The beneficiary assumes full responsibility for the accuracy of their data and service selections.
• Beneficiaries will be notified of the status of their requests via the registered email address.
• Accessing or using the platform constitutes explicit acceptance of all terms and conditions.

Academy Rights and Obligations

• Responding to valid requests and communicating with beneficiaries within the specified timeframe.
• Preserving fairness and confidentiality in handling all requests.
• Addressing technical issues related to login and platform accessibility.
• Enforcing accountability in cases of failure to respond to beneficiary requests.
• Rejecting incomplete, non-compliant, or inaccurate requests.
• Temporarily suspending certain services for maintenance or other reasons, if necessary.
• Prohibiting any use of the platform intended to cause harm or corruption of its content.
• Encouraging beneficiaries to report any shortcomings to help improve the quality of services.

Expected Processing Time

Communication Channels

Beneficiaries may contact Takamol Academy through the official support channels. Requests will be directed based on their category (Inquiry – Technical Support – Complaint – Suggestion – Service Request).

Support and Assistance

The platform provides a dedicated section for support and assistance, which includes:

• Guidance materials and multimedia content to facilitate access to information.
• Multiple communication channels (email, phone, contact page).
• The Academy’s commitment to responding to all inquiries and complaints within the specified timeframes.