Complaints and Suggestions

Technical Support Policy
Introduction
The Technical Support Policy of the Health Specialties Forum Center for Training aims to clarify the procedures and information related to providing technical support services to beneficiaries of the institute's services, to support and assist them when they encounter technical issues that hinder the continuity of the training process.
The platform management is committed to providing continuous technical, technological, and educational support to all beneficiaries of the Learning Management System/Training Platform in all programs, through the available channels published on the website and the training platform of the entity.

Services Covered by Technical Support
1. Telephone Technical Support
o Providing technical support via text messages to assist users in resolving technical issues and inquiries.
2. Email Technical Support
o Providing a dedicated email channel to receive user inquiries and provide solutions and technical support.
3. Regular Updates and Workshops
o Providing periodic updates to the platform.
o Holding training workshops for users to learn about new features and resolve common issues.
4. Administrative Staff Training
o Providing specialized training for administrative staff to enhance their skills in providing technical support and understanding the technologies used.
5. Performance Reports and Analytics
o Issue periodic reports on platform performance and usage analyses to identify areas for improvement and development.

Technical Request Escalation Policy (in case of no response within the specified period)
Scope
• This policy applies to all beneficiaries of the Mineral Resources Institute's services.
• All center employees are committed to implementing it, and any violation is subject to the Academy's approved disciplinary procedures.
Objective
• Ensure effective and timely responses to all technical requests and inquiries by establishing a clear escalation mechanism in the event of a failure to respond within the specified period.
Procedures
1. Monitoring Phase
o Periodically monitor incoming requests to ensure adherence to the specified response time.
2. Determining the Response Timeline
o A standardized response timeline is set for requests (e.g., a maximum of 48 working hours).
3. Pre-Alert
o If the deadline approaches without a response, an automatic alert is sent to the responsible technical team.
4. Request Escalation
o If no response is received within the specified period, the request is escalated to the higher supervisory authority.
5. Cause Analysis
o Study the reasons for the delay and take the necessary measures to prevent recurrence and improve response quality.

Platform Management Commitment
The platform management is committed to providing ongoing technical, educational, and technological support to all beneficiaries through the official channels announced on the website and the training platform.

Technical Support Channels
• Phone: +966500116075
• Email: specialitiesforum@gmail.com
• Expected response time: Within 48 hours from the date of contact.
Last updated on 08/25/2025

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