Technical Support Policy
Technical Support Policy
The technical support team works to provide its services to all users of the electronic platform in several convenient ways, including:
- Support via social media chat programs (WhatsApp)
- Live phone support
- Email support
- Support through the technical support form within the app
Technical Support Channels
Call Center / Direct Contact: Available during official working hours from 10 AM to 3 PM on all days of the week and during training sessions.
Email: mashroo7.live3@gmail.com
Phone/WhatsApp: 0558976382
Services Covered by Technical Support
- Phone Support: Helping users resolve technical issues and inquiries via phone.
- Email Support: Handling user inquiries and providing solutions through email communication.
- Live Chat: Real-time support through a chat service on the platform.
- Workshops & Updates: Periodic training workshops and platform updates to keep users informed and supported.
Roles, Responsibilities, and Support Levels
- Level One - Customer Service: Handles all incoming calls and provides basic technical support or escalates issues.
- Level Two - Technical Support: Provides advanced technical assistance and follows up on unresolved issues.
Expected Response Time
All technical support requests will be responded to within 48 working hours.
Escalation Procedure
In the event of a delay in response:
- Monitor and track incoming requests against the expected response timeframe
- Send alerts to the technical support team if nearing deadline
- Escalate unresolved issues to senior technical or administrative teams
- Analyze and document reasons for delays to prevent recurrence
Roles and Contact Details
| Employee Name | Job Title | Roles & Responsibilities | Contact Methods |
|---|---|---|---|
| Abdulaziz Al-Subaie | Owner of the Training Center | General supervision of the technical and administrative aspects | Mobile / Email |
| Sarah Al-Subaie | General Manager | Follow-up on issues, coordination between trainers and trainees | Mobile / Email / App |
| Salman Al-Subaie | Supervisor | Support, follow-up, and issue resolution for beneficiaries | Mobile / App |