Technical Support Policy Technical Support Policy The technical support team works to provide its services to all users of the electronic platform in several ways to suit all the easiest desires of users, including: 1. Support via programs and applications to access users’ devices such as “TeamViewer”. 2. Support via social media chat programs (WhatsApp – Telegram – Twitter). 3. Direct support via phone. 4. Support inside the training hall. 5. Support via email. 6. Support via the technical support form on the website. Beneficiaries of technical support services – Center trainers registered on the educational platform for the purpose of providing training courses. – All trainees joining training courses on our training platform. – Supervisors of relevant government agencies such as: The General Organization for Technical and Vocational Training and the National E-Learning Program. Technical support channels – Direct call center during official working hours from Sunday to Thursday from 9 am to 5 pm and during training course times. – Email for services and technical support – Social media applications Services and systems covered by technical support • Joining courses and solving technical problems facing users. • Training on the electronic platform, using it and benefiting from its advantages. • Necessary qualification for users. • Logging in to the educational platform and creating an account for the trainee. • Attending the course and using live broadcast applications. • The trainer entering the platform. • Extracting the trainee certificate from the Manar platform.

Expected response time: • If the support is via WhatsApp, whether from a trainer or a trainee, it is responded to at the same time. • Twitter usually responds within minutes via chat. • Email may take 10 minutes to receive the mail and then respond to it. Roles, responsibilities and powers The roles required to perform technical support are divided into several levels: First level: The customer service call center receives all incoming calls and provides initial technical support for them according to the nature of the incoming inquiries or transfers them to the relevant department. Second level: The operational support department, through which the technical support process is completed and its completion is verified. Working hours are from Sunday to Thursday from 9 am to 5 pm, and during training course times. Beneficiary satisfaction: The level of quality of the service provided and the satisfaction level of the beneficiary are measured after the completion of the training program through a questionnaire sent via e-mail or via the e-learning system.