Guidelines

The training provider offers a comprehensive set of guidelines to ensure maximum benefit from e-learning, technical support, and distance education (both synchronous and asynchronous) for trainers and learners, including:

• Trainer Guidelines
• Learner Guidelines

Provision of Technologies Used in E-Learning Content

The training provider is committed to providing all necessary technologies, software, and tools required to deliver e-learning training programs for both trainers and learners whenever the training content requires it.

Methods for obtaining these technologies and instructions for their use are clearly communicated through the course pages within the Learning Management System (LMS), ensuring efficient and effective utilization to support the learning process.

Technical Support

The technical support team delivers services to all platform users through multiple channels designed to accommodate different needs, including:

• Remote access support to users’ devices.
• Support via chat applications on social media platforms.
• Email-based technical support.

Beneficiaries of Technical Support

• Trainers registered on the platform to deliver training content.
• Learners enrolled in training programs.
• Supervisors from affiliated or partner training entities.

Technical Support Channels

• Direct call center during official working hours.
• Dedicated email address for services and technical support.
• Official social media communication channels.

Services and Systems Covered by Technical Support

• Enrollment in virtual training classrooms and resolution of related technical issues.
• Guidance and training on how to use the learning platform and its features.
• Providing necessary qualification and support to ensure efficient system usage.

Expected Response Time

• Messaging applications: Response within a maximum of 7 hours.
• Social media platforms: Response within one business day.
• Email: Response within up to two business days after receipt.

Roles, Responsibilities, and Authorities

Technical support operations are organized into the following levels:

Level One: User Service Call Center
Receiving inquiries and requests, providing initial technical assistance, and escalating issues to the appropriate department when required.

Level Two: Supporting Operational Department
Completing technical support tasks and ensuring proper resolution and closure of requests.

Escalation in Case of Delayed Response

If a response is not received within the specified timeframe, beneficiaries may escalate the request to the relevant regulatory or supervisory authorities responsible for overseeing e-learning and training services.