Technical Support Policy

The technical support policy aims to clarify the procedures and information related to providing technical support services to beneficiaries of Sakina Academy services to support them when technical problems occur that hinder the continuation of the training process.

The management of Sakina Academy is also committed to providing technical, technical and educational support to all beneficiaries of the learning management system/training platform in all programs on an ongoing basis through the channels available and published on the entity’s website/training platform, which are:

Technical support channels:

• By contacting the email found on the registration page in the e-learning system
• Via chatbox located on the company’s website
• By communicating via the Contact Us page on the website
• Via the WhatsApp messaging service tab on the website.

Included services for the technical team:

• Problems related to login data on the site
• Technical problems in displaying the course content registered in
• A problem with not accessing the program page
• Any technical problems that arise during the courses and their presentation

Services included for the technical team:

• Problems related to the appearance of registered courses
• Teaching beneficiaries how to register on the electronic platform.
• Teaching beneficiaries how to obtain certificates from the Manar platform.

Services included for the administrative team:

• Problems with registering for courses.
• Problems with the trainee’s name or any personal data
• Problems related to the duration of courses and their implementation dates

To communicate with the technical team management:

Send a message by e-mail

To communicate with the technical team management:

Send a message by e-mail

To communicate with the administrative team management:

Send an email message

Expected time to respond to requests:

Usually, a response is made within the same day to solve the problem quickly, and the maximum time to solve the problem is 48 hours from sending the problem through the mentioned means of communication.

Technical support team working hours:

Technical support team hours are from Saturday to Thursday from 9:00 am to 12:00 noon and from 4:00 pm to 10:00 pm

The procedure to be followed in the event that the request exceeds the time specified for a response (the policy of escalating the request in the event of failure to respond within the specified period):

If your problem is not answered, we hope to communicate through the contact form on the website for complaints and suggestions to discuss the reason for the delay and solve the problem as soon as possible.

This policy applies to all beneficiaries of Sakina Academy’s services, and we are committed to ensuring the implementation of this policy, as are all employees of the entity, and any violation of this policy exposes the violator to disciplinary action according to the procedures followed at Sakina Academy