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Technical and Educational Support Policy

Afaq Al Takamol > Technical and Educational Support Policy

Technical Support Policy

The Technical Support Policy aims to clarify the procedures and information related to providing technical support services to beneficiaries of Afaq Al-Takamul Training services, assisting and supporting them when technical issues hinder the continuation of the training process.

The center is committed to providing continuous assistance and technical support to trainers and trainees throughout the duration of the training program to ensure the training process is completed with the highest possible quality and efficiency, as follows:

Academic Support and Assistance:

  • Technical and educational assistance is provided to trainers and trainees during live (synchronous) sessions. The center commits to assigning a session manager to organize the session, provide support, and resolve issues.

  • Trainers assist trainees by answering questions and delivering the course material.

  • The session manager supports trainees with technical matters to ensure they can join the session at the start and benefit fully from the training.

  • The session manager is required to inform trainees of the registration and attendance requirements and ensure they complete all necessary data for certificate issuance.

  • The center highlights its available communication channels to assist trainees in resolving any issues related to accessing the course or receiving their certificate.

The management of Afaq Al-Takamul Training also commits to providing ongoing technical, educational, and platform support for all beneficiaries of the Learning Management System (LMS) across all programs through the available and published channels on the official website/training platform:

Technical Support Channels:

(A minimum of two technical support channels must be available)

  • Mobile: +966 549384944

  • Landline: +966 1123437388

  • Email: info@afaq-edu.net

Services Included in Technical Support:

  • During synchronous courses, direct communication with trainees is available, including answering inquiries via chat or live discussion in virtual classrooms.

  • In both synchronous and asynchronous courses, dedicated discussion forums are provided via the center’s website, WhatsApp, or Telegram, allowing interaction and inquiries answered by the trainer and center.

  • Support is provided if a trainee is unable to access the virtual session.

  • Support is also provided for inquiries related to any educational activities.

Expected Response Time for Technical Support Requests:

  • Email and Support Form: Response within 2 hours

  • WhatsApp: Immediate response at the time the issue is reported

Technical Support Working Hours:

  • Sunday to Thursday, from 9:00 AM to 5:00 PM

Procedure in Case of Delayed Response (Escalation Policy):

If no response is received within the specified time, trainees are welcome to contact the center director directly.

This policy applies to all beneficiaries of Afaq Al-Takamul Training services. We are committed to ensuring its implementation. All staff are also bound by this policy, and any violation will subject the offender to disciplinary action in accordance with the procedures followed by Afaq Al-Takamul Training.