Technical Support Policy

The technical support team works to provide its services to all users of the electronic platform in several ways to suit all the easiest desires of users, including:
• Support via software and applications to access users' devices such as "TeamViewer".
• Support through social networking programs (WhatsApp - Telegram - Twitter).
• Direct phone support.
• Support inside the training room.
• Support via email.
• Support through the technical support form on the website.
Beneficiaries of technical support services
- The center's trainers registered on the educational platform for the purpose of providing training courses. - All trainees who joined the training courses on our training platform.
- Supervisors of relevant government agencies, such as: the General Organization for Technical and Vocational Training and the National Program for E-Learning.

Technical support channels
- Direct call center 0533294024 - 0536668383 during official working hours from Sunday to Thursday from 8.30 am to 12 noon and from 4 to 8:30 pm 'and during training sessions. - Email for services and technical support rafalhigh@gmail.com - Social media applications
Services and systems covered by technical support
• Attending courses and solving technical problems facing users.
• Training on the electronic platform, its use and benefit from its advantages.
• Necessary qualification of users.
• Log in to the educational platform and create an account for the trainee.
• Attending the session and using live broadcasting applications.
• Entry of the trainer to the platform.
• Extracting the trainee's certificate from the Manar platform.
Expected response time:
• In the event that the support is via WhatsApp, whether from a trainer or a trainee, it will be answered at the same moment.
• Twitter usually responds within minutes via conversation.
• E-mail It may take 10 minutes to receive the mail and then reply to it.
Roles, Responsibilities and Powers
The roles required to carry out technical support are divided into several levels:
The first level: the call center for customer service, which receives all incoming calls, as well as providing them with initial technical support, according to the nature of the incoming inquiries, or transferring them to the competent department.
Level Two: Operational Support Section Through this section, the technical support process is completed and verified.
work hours
From Sunday to Thursday from 9 am to 5 pm, and during training sessions.
Beneficiary satisfaction:
The level of quality of service provided and the satisfaction of the level of the beneficiary of it is measured after completing the training program by means of a questionnaire sent to the e-mail or via the e-learning system.