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Technical Support Policy

Afaq Al Takamol > Technical Support Policy

The Technical Support Policy aims to clarify the procedures and information related to providing technical support services to beneficiaries of Afaq Integrated Health Training Center. It is designed to assist and support users when technical issues arise that may hinder the continuity of the training process.

Afaq Integrated Health Training Center is committed to providing continuous technical and academic support to both trainers and trainees throughout the training program to ensure the training process is completed with the highest quality and efficiency, as follows:

Academic and Technical Support:

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

  • Trainers are responsible for supporting trainees by answering questions and delivering the course content effectively.

  • The session manager provides technical support to ensure that all trainees can attend from the beginning of the session for maximum benefit.

  • The session manager is also responsible for informing trainees of the registration requirements, preparation guidelines, and for collecting necessary data for certificate issuance.

  • The center ensures communication channels are available to help trainees resolve any issues preventing access to the course or obtaining their certificate.

Ongoing Support Services:

The center’s administration is committed to providing continuous technical, educational, and platform-related support to all users of the Learning Management System (LMS) across all programs via the available support channels listed on the official website/platform:

Technical Support Channels

(At least two channels are required):

  • Mobile Number: +966549384944

  • Email: info@afaq-edu.net

Services Covered by Technical Support:

  • In synchronous courses, live support is provided during sessions via chat or direct interaction to answer any trainee inquiries.

  • In synchronous and asynchronous courses, special forums are created on the center’s website, WhatsApp, or Telegram to allow discussion between trainees and trainers/support staff.

  • Assistance when a trainee is unable to access the virtual classroom.

  • Support for inquiries regarding any educational activities.

Expected Response Time:

  • Email / Technical Support Form: 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

Escalation Policy (If Response Time Is Exceeded):

If no response is received within the expected time, users are encouraged to escalate the matter by contacting the Head of the Center directly.

This policy applies to all beneficiaries of the center’s services. The center is committed to enforcing this policy, and all staff members are expected to adhere to it. Any violation may result in disciplinary action in accordance with the internal procedures of Afaq Integrated Health Training Center.