Service Level Agreement (SLA)

Princess Nourah bint Abdulrahman University

Year 1448 AH – 2026 AD

Purpose of the Agreement

This Service Level Agreement aims to set out the target timeframes for completing the services provided by Princess Nourah bint Abdulrahman University. It enhances the clarity of service levels for beneficiaries and contributes to improving service quality and the beneficiary experience. It also defines an escalation mechanism in case the specified service completion time is exceeded.

Scope of the Agreement

This agreement applies to the services the University provides to its beneficiaries. The service execution time is calculated once all data and requirements needed to process the request have been completed.

The specified timeframe does not include periods resulting from missing data or the need for the beneficiary to complete additional requirements. Nor does it include time associated with procedures of external entities or other parties, where the nature of the service requires this.

Terms and Conditions

Validity of the agreement: This agreement remains valid and in force unless the services or their related procedures are updated. It will be updated, and the revised version published on the University website, when needed.

Service hours: Instant services are available around the clock, seven days a week. Services that require processing or action by the competent units are handled during the University's official working days and hours.

First: IT Support Service Level Agreement

This section sets out the target timeframes for handling technical incidents and service requests submitted through the Unified Platform for Receiving Requests and Technical Issues, according to priority level.

1. Service Requests

2. Incidents

Second: General Services Service Level Agreement

Service execution times vary according to the nature of each service, its requirements and the procedures needed to complete it. The table below shows the target execution time and availability of each service.

Note: The service completion timeframe starts from the date the request is complete and all required data and requirements have been fulfilled.

Escalation Mechanism

If a service is not completed within the specified timeframe, the beneficiary may escalate the request through the University's approved communication channels. It will then be referred to the competent unit and followed up in accordance with approved procedures until processing is complete.

Document Information

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