Introduction:

In pursuit of customer satisfaction, and to enable beneficiaries to fully utilize the services provided by the Saudi Data & AI Authority (SDAIA), improving service quality at all times and providing timely support, we present this Service Level Agreement and the related service standards. Service performance is reviewed periodically and continuously improved.

Help & Technical Support:

Technical support is provided by receiving tickets from (8:00 AM) – (11:59 PM).
During The month of Ramadan, technical support will be Around the clock (24 hours) through the communication channels.

Privacy & Confidentiality:

SDAIA is committed to maintaining the privacy and confidentiality of users’ information and applying policies related to
data privacy when requesting personal information such as national ID number, full name, and mobile number; in refund cases, the last 6 digits of the payment card are requested. For more details, please refer to the Privacy Policy

Service Utilization Constraints:

• Service levels do not cover outages caused by third parties due to factors beyond the provider’s control, including force majeure or catastrophic conditions at the provider’s facilities.
• The customer is responsible for the accuracy of the data provided to the service provider.

List of Services:

Electronic services are provided according to the following levels: