Service level Agreement for Electronic Services

Service level Agreement for Electronic Services

Introduction

This agreement aims to clarify and define the quality of the services provided through the various systems and services, and the rights and obligations of the Saudi Geological Survey SGS  and the beneficiary. This agreement is an explicit and clear agreement between the SGS and anyone who deals with it, whether or not they are aware of the agreement. Therefore, simply obtaining any service from the services covered by this agreement is an implicit agreement to comply with its provisions.

Definitions

The following words and phrases in this agreement have the meanings indicated before them:

• SGS : Saudi Geological Survey SGS .
• Beneficiary: Any person or organization that uses the electronic services provided by the SGS .
• Electronic Services: Any service provided by the SGS electronically, whether it is a public or commercial service.

Aims

This agreement aims to achieve the following goals:

• Guarantee the quality of the electronic services provided to beneficiaries.
• Enhance the beneficiaries' confidence in electronic services.
• Improve the efficiency and effectiveness of electronic services.

General Obligations

The SGS is committed to the following:

• Providing electronic services continuously and without interruption, except in cases of force majeure.
• Guaranteeing the accuracy of the information provided through the electronic services.
• Guaranteeing the ease of use of electronic services.
• Guaranteeing the security of electronic services.
• Guaranteeing the privacy of beneficiary data.

Specific Obligations

This agreement defines the specific obligations for each electronic service individually, such as the expected response time, the accuracy of the required information, the ease of use of the system, security procedures, privacy protection procedures, and accessibility procedures for people with disabilities.

Beneficiary Rights

Beneficiaries have the following rights:

• Obtain electronic services in accordance with the terms and standards specified in this agreement.
• Submit complaints and suggestions to the SGS.

Complaint Procedures

Beneficiaries have the right to submit a complaint to the SGS if the electronic service is not provided in accordance with the terms and standards specified in this agreement.

The SGS is committed to processing the complaint within a period not exceeding 7 working days from the date of submission.  

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