Service Level Agreement (SLA)

Introduction

Jouf University is committed to delivering high-quality services to enhance user satisfaction and meet their needs. The university offers a wide range of electronic services aimed at serving various segments of its beneficiaries, including its members, the local community, and both regional and global audiences.
This Electronic Services Level Agreement aims to clarify and specify the quality of services provided through Jouf University's electronic platform, as well as the rights and responsibilities of both the university and the beneficiaries. This agreement serves as an explicit and clear understanding between the university and those wishing to benefit from its electronic services. By merely visiting the electronic portal to access any service covered by this agreement, users agree to all terms stated herein, without prejudice to any other agreements that may apply to the provision of such services.
The university is committed to safeguarding the privacy and confidentiality of users' information while processing their requests. It also strives to provide high-quality services to all beneficiaries.
The following are the obligations of both the university (service provider) and the service requester (beneficiary):

Beneficiary Rights and Responsibilities

1. The university is committed to providing and making electronic services available throughout the week, including holidays, as per the schedule detailed below.
2. The university ensures the confidentiality of handling beneficiary requests.
3. The "MyJU" electronic services portal allows users to create an account to access the provided services through the unified login portal.
4. Account information must match the user's official identity. Incorrect registration data will result in the rejection of the request.
5. Beneficiaries bear full responsibility for their choices and adherence to the university's rules, regulations, and terms of use. Any violations will have consequences without liability on the university.
6. Beneficiaries can track the status of their requests through the portal.
7. Visiting the unified login portal signifies explicit agreement to the terms and conditions of use and the SLA.

University Rights and Responsibilities

1. Jouf University is committed to responding to valid beneficiary requests and messages within the specified timeframe, which may vary depending on the request type and condition, as per the schedule below.
2. In case of failure to respond or interact with beneficiary requests, the university is accountable for addressing the issue.
3. The university is responsible for resolving login or account creation issues on its website, as well as access problems to any section or service.
4. The university ensures fair and confidential handling of beneficiary requests.
5. The university reserves the right to reject any incorrect or non-compliant requests.
6. Jouf University may temporarily disable certain services or systems for purposes such as maintenance.
7. Visitors to the unified login portal are prohibited from causing any harm to the system in any form.
8. Visitors are encouraged to report any deficiencies or issues for improvement and development.
9. Beneficiaries are fully responsible for their choices and compliance with the university’s rules, regulations, and terms of use. Any violations will have consequences without liability on the university.
 

Service Completion Metrics

Confidentiality and Privacy

Jouf University is committed to maintaining the confidentiality and privacy of beneficiary data. More details can be found in our [Privacy Policy].

Assistance and Support

The university is dedicated to responding to all beneficiary inquiries and needs. Through the "My JU" unified login portal, users can access communication services, request technical support, or submit suggestions and feedback. Assistance can also be requested through other available channels:
1. Tawasul System
2. E-mail eservices@ju.edu.sa
3. Unified Contact Number: 0146544444