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Service Level Agreement
Introduction
As part of enhancing Al-Qassim Emirate’s e-services, this Service Level Agreement (SLA) has been prepared to raise the quality of services provided through the Emirate’s portal and to clarify the rights and obligations of the Emirate and the beneficiary. This agreement constitutes a clear understanding between the Emirate of Al-Qassim and users of its e-services. Visiting the portal to obtain any service covered by this agreement constitutes full acceptance of its terms, without prejudice to any other agreements that may apply to the provision of those services. The Emirate strives to provide services according to best practices and the highest standards, while maintaining privacy and confidentiality in handling beneficiaries’ requests. The portal team endeavors to deliver a distinguished experience for all visitors and beneficiaries.
Beneficiary Rights & Obligations
The portal team provides e-services throughout the week, including weekends and holidays. Beneficiary requests are handled fairly and confidentially, with responses provided through the system, SMS, email, or available channels as appropriate to the service. The portal allows users to create an account to submit requests for services, systems, and applications offered by the Emirate, and to track their messages and stages via their account. Registration must match the identity baseline and the entered data must be accurate; inaccurate or incorrect data may result in request rejection. The applicant bears full responsibility for their choices and for complying with relevant regulations and service policies; violations may result in legal accountability without any liability on the Emirate, and non-compliant requests are rejected.
Emirate Rights & Obligations
The portal team commits to engaging with valid messages and requests and contacting their owners within the specified timeframe, which may vary by case. The portal team applies accountability for any shortcomings in communicating with beneficiaries’ messages and requests. The portal administration maintains full privacy and confidentiality in handling beneficiary requests. The portal administration works to resolve login problems or issues related to accessing any section of the portal. The portal administration reserves the right to reject non-compliant requests or those containing inaccurate data. The portal administration may temporarily suspend some services or systems for maintenance or other reasons. Visitors are prohibited from accessing the portal with the intent to harm it or corrupt its contents. Portal visitors are encouraged to report any deficiencies or errors, if found, to help improve the portal’s content. Applicants bear full responsibility for their choices and for complying with relevant regulations and service policies; violations may result in legal accountability without any liability on the Emirate.
Emirate Services for Beneficiaries
The table below summarizes service levels for Al-Qassim Emirate’s e-services.
| E-Service | Service Type | Processing Time | Availability |
|---|---|---|---|
| Electronic Inquiry | Basic Services |
Immediate | 24/7 |
| Transaction Inquiry | Basic Services |
Immediate | 24/7 |
| Saudi Marriage to Non-Saudi Abroad | Marriage Services |
Immediate | 24/7 |
| Saudi Marriage to Non-Saudi Resident | Marriage Services |
Immediate | 24/7 |
| Saudi Marriage to Non-Saudi Born in KSA | Marriage Services |
Immediate | 24/7 |
| Saudi Woman Marrying a Non-Saudi | Marriage Services |
Immediate | 24/7 |
| Request to Expunge Record (Rehabilitation) | Prisoner Services |
Immediate | 24/7 |
| Temporary Prisoner Release Request | Prisoner Services |
Immediate | 24/7 |
| Request to Transfer a Prisoner Between Prisons | Prisoner Services |
Immediate | 24/7 |
| Request to Cancel Deportation from KSA | Prisoner Services |
Immediate | 24/7 |
| Request to Allow Citizen to Travel & Remove Name from List | Prisoner Services |
Immediate | 24/7 |
| Traffic Safety Reports Service | Basic Services |
Immediate | 24/7 |
Help & Support
The official website of the Emirate of Al-Qassim provides multiple support and help channels through the portal. The portal administration is committed to engaging with and responding to beneficiary reports through the dedicated channels to improve the overall experience.
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