Communication and Technical Support Policy (English)
Introduction
The Business Competencies Training Institute is committed to providing a professional communication environment and exceptional technical and educational support to all beneficiaries, including trainees and trainers, to ensure a seamless and effective training experience. This policy outlines communication channels, communication etiquette, technical support procedures, and actions taken in case of violations.
1. Technical and Educational Support
Institute Commitment
The Business Competencies Training Institute pledges to provide continuous technical and educational support to trainers and trainees throughout the duration of training programs.
Official Technical Support Channels
Technical Support Team Responsibilities
Identifying the type of issue (software or hardware) and guiding the trainee to the appropriate solution.
Monitoring platform access and ensuring user regularity.
Resolving issues related to login, audio, video, or certificate issuance.
Implementing security measures to protect the training platform.
Responding to inquiries within a maximum of 24 hours.
2. Communication Etiquette
All trainees and trainers are required to adhere to the following:
Respect and Professionalism: Refrain from any abusive behavior or offensive language.
Constructive Participation: Enrich discussions with constructive ideas and feedback.
Collaboration and Empathy: Support peers and assist others in a friendly manner.
Privacy Protection: Do not share personal information without permission.
Respect for Intellectual Property Rights: Do not distribute or copy training materials.
Avoiding Inappropriate Content: Prohibit sharing any provocative or offensive content.
Violation Procedures
Deduction of grades from assessments or exams.
Suspension of participation or exclusion from future courses based on the severity of the violation.
Permanent ban from training programs in severe cases.
3. Technical Support Policy
Objective
To ensure a professional and seamless training experience by providing outstanding technical and technological support to trainees and trainers.
Support Scope
Technical support related to the online platform.
Addressing issues with training content.
Responding to inquiries about platform usage.
Communication Channels
Email: info@kafaatsa.com
WhatsApp: +966553273701
Response Time
Case Priority
Critical (Urgent): Addressed immediately (e.g., platform access issues during exams).
Standard: Addressed within the specified timeframe (e.g., general inquiries).
Escalation Procedure
If a response is not received within the specified timeframe, the issue can be escalated to the Technical Support Manager or higher administration via email or the designated contact number.
Performance Improvement
We continuously evaluate the technical support team’s performance through surveys and ticket analysis to ensure the highest quality of support.
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