Technical Support Policy at Tharwah Academy

This policy defines the beneficiaries, support channels, provided services, working hours, response times, and escalation procedures to ensure a seamless and supportive educational environment.

Beneficiaries:
This policy applies to all students, faculty members, and staff who require assistance with our educational platform, software, or technical resources.

Support Channels:

  • Technical Support Portal: For immediate assistance, please visit our Technical Support Portal available on our platform.
  • Email Support: You can contact us via email at info@tharwah.net for any technical inquiries or issues.
  • Phone Support: Reach us directly at +9660509909551 during working hours for direct assistance.

Services Provided:
Our technical support services cover a wide range of areas, including but not limited to:

  • Troubleshooting platform or software issues.
  • Assistance with account creation, access, and security.
  • Guidance on using educational tools and resources.
  • Support for devices and software related to our educational services.

Working Hours:
Our technical support team is available from Sunday to Thursday, 8:00 AM to 6:00 PM (Saudi Arabia Time). Support requests received outside these hours will be addressed on the next working day.

Response Times:

  • Immediate Support Needs: For issues affecting your ability to participate in educational activities, we aim to acknowledge your request within 2 hours during working hours and provide a resolution or alternative within 24 hours.
  • General Support Requests: For non-critical issues, we will acknowledge your request within 4 hours during working hours and provide a resolution within 48 hours.

Escalation Procedures for Delayed Responses:

If your support request is not acknowledged within the specified response times, or if you are dissatisfied with the resolution provided, you may escalate the issue as follows:

  1. First Escalation: Contact the Technical Support Manager by replying to the original support email, outlining the delay or your concerns. This will trigger an immediate review of your case.
  2. Second Escalation: If the issue remains unresolved, escalate further by sending an email to the IT Services Manager at info@tharwah.net, including detailed information about the issue and any prior correspondence related to your support request.
  3. Final Resolution: The IT Services Manager will personally oversee the escalation to ensure a swift and satisfactory resolution.

We are committed to providing the support you need to succeed in your educational journey. Our technical support team is trained and ready to address your needs efficiently and effectively, ensuring minimal disruption to your learning experience.