Technical and Educational Support Policy

Technical and Educational Support Policy

We provide continuous support and technical assistance to both trainers and trainees throughout the duration of the training program to ensure the highest quality and efficiency in the training process, as follows:

Academic Support and Assistance

We provide technical and educational assistance to trainers and trainees during the execution of the program via live sessions (synchronous). The academy ensures the availability of a session manager who organizes, supports, and solves problems. Trainers assist trainees by answering questions and providing the necessary academic materials. The session manager helps the trainees with technical aspects to ensure they can attend from the start of the lecture and get the most out of the training. The academy requires the session manager to provide trainees with the necessary conditions for registration and preparation, and to fill out the required information for certificate issuance. The institute emphasizes its communication channels to help trainees resolve any issues they may face in accessing the course or obtaining their certificate.

Technical Support Channels

To achieve our training and development goals, we have provided technical communication mechanisms for both trainers and trainees to contact the technical support team and receive guidance and solutions around the clock.

Technical Support Policy

The technical support team provides services to all platform users through various means to suit the preferences of the users, including:

  • Support through programs and applications that access users’ devices such as "TeamViewer".

  • Support via social media messaging platforms (WhatsApp, Facebook, Twitter).

  • Direct phone support.

  • In-training room support.

  • Email support.

  • Support via the website's technical support form.

Beneficiaries of Technical Support Services

  • Registered trainers on the platform for delivering training courses.

  • All trainees enrolled in training courses on our training platform.

  • Supervisors from relevant government agencies such as: the Technical and Vocational Training Corporation (TVTC) and the National E-Learning Institute.

Technical Support Channels

Direct Institute Contact:

Services and Systems Covered by Technical Support

  • Enrolling in courses and solving technical issues faced by users.

  • Training on how to use the platform and benefit from its features.

  • Necessary training for users.

  • Login to the learning platform and technical support for trainee accounts.

  • Attending the course and using live-streaming applications.

  • Trainer’s access to the platform.

  • Issuing trainee certificates from the Manar platform.

Expected Response Time

  • For WhatsApp support (whether from a trainer or trainee), a response is provided within a short time.

  • Twitter and Facebook support typically respond within minutes via chat.

  • Email responses may take up to 30 minutes from receiving the email to replying.

Roles, Responsibilities, and Authorities

The roles required for providing technical support are divided into several levels:

  • Level 1: Customer Service Contact
    Responsible for receiving all incoming calls and providing initial technical support based on the nature of the queries or transferring them to the relevant department.

  • Level 2: Operational Support Department
    This department completes the technical support process and ensures its resolution.

Working Hours

Sunday to Thursday, from 8 AM to 9 PM.