Service Level Agreement (SLA)

1. Purpose This Service Level Agreement (SLA) outlines the terms and conditions for the provision of technical support services by the application team to the users of the Deanship of Student Affairs Portal.
2. Service Description The application team will provide support services to students and staff in case of any technical issues, bugs, or system errors encountered while using the portal. Services also include assistance with account access, activity registration, report generation, and system navigation.
3. Service Hours The helpdesk will be available during the following hours: Sunday to Thursday, 8:00 AM – 5:00 PM.
4. The Services:

   Service Name	Availability	Service Execution Time
   Student and External User Registration in Activities	24/7	Immediate
   Account Creation & Password Reset	24/7	Immediate
   Certificate Issuance Request	24/7	2-4 working days

5. Escalation Procedure If an issue cannot be resolved within the expected timeframe, it will be escalated to higher-level technical support.
6. Maintenance and Downtime Any scheduled maintenance or downtime will be communicated to users in advance whenever possible.
7. User Responsibilities Users must provide accurate details when reporting issues and comply with the policies of KSAU-HS.
8. Review and Modification This SLA will be reviewed and updated as necessary to address changing needs.