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سياسة الدعم الفني

Technical Support Policy
The technical support policy aims to clarify the procedures and information related to providing technical support services to beneficiaries of the Jeddah International Institute for Advanced Training, to support and assist them when technical issues arise that hinder the continuation of the training process.
The management of the Jeddah International Institute for Advanced Training is also committed to providing technical, technological, and educational support to all beneficiaries of the Learning Management System/training platform in all programs on an ongoing basis through the available channels published on the website/training platform, which are:
Technical Support and Communication Channels
  • • Website: mharat.com.sa
  • • Technical Support Team: lms@mharat.com.sa
  • • Phone: 0557584760
  • • WhatsApp: 0557584760
  • • Technical support system within the educational platform: Jicc.mharat.com.sa
Technical Support Procedures
#   Procedure   |   Responsible Party
1. Receiving the technical or academic support request through one of the specified communication channels
1. Technical Support Supervisor at Jeddah International Institute for Advanced Training
2. Technical Support Team at Jeddah International Institute for Advanced Training
2. Responding to the applicant as soon as possible through the technical support channels and informing them of the result of the request
1. Technical Support Supervisor at Jeddah International Institute for Advanced Training
Technical and Educational Support
  • • First stage: We provide technical support service through the channels affiliated with the institute, and the technical support team will respond to inquiries.
  • • Second stage: Tickets are escalated to the service provider for processing and responding to inquiries.
  • • Technical support email: lms@mharat.com.sa and inquiries and complaints are answered within 24 hours.
Complaint Handling Procedures
#   Stage   |   Notes
1. Receiving the complaint request (email, website, technical support system).
2. Reviewing the request (three working days)
3. Result of the review: Complaint rejected (customer notified with reason) or complaint accepted
4. Complaint processing (10 working days)
5. Informing the beneficiary of the result of the processing
6. Closing the request based on the relevant data
Complaint Reception and Escalation Channels
  • • The following are the channels of Jeddah International Institute for Advanced Training:
    Send an email to: lms@mharat.com.sa
  • • National Center for E-Learning:
    Complaints number: 920015991
    Email: care@nelc.gov.sa
  • • Technical and Vocational Training Corporation - General Administration of Private Training:
    Phone: 2088400-011
    Fax: 2087978-011
    WhatsApp: +966565151251
    Email: gdpci@tvtc.gov.sa
Academic Support and Assistance
  • • Providing technical and educational assistance to trainers and trainees when implementing the program through live "synchronous" classrooms, where the institute is committed to providing a room manager to organize, support, and solve problems.
  • • Trainers assist trainees by answering questions and providing scientific material.
  • • The room manager assists trainees with technical aspects so they can attend at the beginning of the lecture to maximize the benefit from the training course.
  • • The institute is committed to providing trainees with the necessary requirements for registration, preparation, and filling in the necessary data for certificate issuance.
  • • The institute clarifies its communication methods to help trainees solve any problem that may hinder their attendance or certification for the training program.