Service Level Agreement (SLA) for Electronic Service

In line with the Research, Development and Innovation Authority’s commitment to providing high-quality digital services, enhancing beneficiary satisfaction, and facilitating access to electronic services, this Service Level Agreement (SLA) has been prepared to clarify the level of services provided, the rights and obligations of both the Authority and the beneficiary, and the expected timeframes for completing electronic services.

This agreement serves as a regulatory reference outlining the Authority’s commitments toward beneficiaries. Beneficiaries are also required to provide the necessary information and requirements to benefit from the services in accordance with the approved regulations and procedures.

Note: The timeframes specified in this agreement do not include delays resulting from the beneficiary’s failure to complete the required requirements or submit the necessary documents, nor delays caused by procedures carried out by external parties related to the service.

Authority Commitments

The Research, Development and Innovation Authority commits to the following:

• Providing electronic services through approved digital platforms.
• Processing requests fairly and transparently in accordance with governing regulations and procedures.
• Maintaining the confidentiality and privacy of beneficiaries’ data.
• Notifying beneficiaries of the status and progress of their requests whenever notification functionality is available.
• Processing complete applications within the timeframes specified for each service.
• Providing communication channels for technical support and inquiries.

Beneficiary Commitments

The beneficiary commits to the following:

• Entering the required information accurately and correctly.
• Submitting the documents and requirements necessary for the service.
• Complying with the terms, conditions, and regulations governing each service.
• Monitoring the status of the request and completing any additional requirements when requested.
• Assuming responsibility for the accuracy of the information and data provided.

Privacy and Confidentiality of Information

The Authority is committed to maintaining the confidentiality of beneficiaries’ data and not disclosing it except in accordance with applicable laws, regulations, and instructions. The Authority also implements the necessary controls and procedures to protect information and data exchanged through its digital platforms.

Electronic Services Delivery Timeframes

Support and Assistance

The Authority is committed to providing the necessary support to beneficiaries and responding to inquiries related to its electronic services. If you encounter any challenges or have questions regarding the services provided, you may contact the Authority through its approved official communication channels.

All requests and inquiries will be handled in accordance with the approved procedures to ensure that appropriate support is provided in a timely manner.

To access the communication channels, click here.