Technical Support

أكاديمية كريتيكال ساينس

1. Purpose

This Technical Support Policy establishes the framework, standards, and procedures for delivering technical support services to all users of Critical Science Academy’s Learning Management System (LMS) and training platforms.

The purpose of this policy is to ensure:
Continuity of training delivery
Timely resolution of technical issues
High-quality user experience
Compliance with applicable regulatory and accreditation requirements

2. Scope

This policy applies to all:

Trainees
Trainers
Administrative users
External stakeholders accessing the Academy’s digital platforms

3. Commitment to Service

Critical Science Academy is committed to providing reliable, responsive, and professional technical support services. Support services are delivered in accordance with defined internal service standards to ensure consistency, accountability, and efficiency.

4. Technical Support Channels

Users may access technical support through the following official channels:

Email support@crticalscience.sa
Website support request form
Learning Management System (LMS) support portal (if available)
Direct phone support (during working hours) +966554258873
Approved communication platforms (e.g., WhatsApp or official social channels)
Live technical support is provided during all scheduled training sessions, including sessions conducted outside official working hours (e.g., evening or weekend sessions).
Only requests submitted through official channels will be processed.

5. Scope of Services

Technical support services include, but are not limited to:

User account creation, access, and authentication issues
Course enrollment and registration support
LMS navigation and platform usage guidance
Troubleshooting access to live sessions and virtual classrooms
Assistance with course materials and platform features
Trainer access and onboarding support (if applicable)
Certificate issuance, verification, and download support

Technical support does not include:

Personal device repair
Internet service provider issues
Non-platform-related technical problems

6. Response & Resolution Standards

Critical Science Academy aims to respond to all technical support requests within a reasonable timeframe based on the nature and urgency of the issue.
General inquiries are handled within standard business timelines ( 3 to 5 Business Days )
Technical issues affecting access are prioritized
Urgent issues impacting live training sessions receive immediate attention where possible

7. Working Hours

Technical support services are available during:
Sunday to Thursday
9:00 AM – 5:00 PM (Saudi Arabia Time)
Additional support may be provided during scheduled training sessions.

8. Incident Management & Escalation

All technical issues are documented, tracked, and managed systematically.

If a request is not resolved within a reasonable timeframe:
The issue will be escalated internally to a higher support level
Users may request escalation through official communication channels

The Academy reserves the right to:

Prioritize cases based on severity
Provide alternative solutions
Offer appropriate remedies where applicable

9. User Responsibilities

Users are responsible for:

Providing accurate and complete information when submitting support requests
Using official communication channels
Following instructions provided by the support team
Ensuring device compatibility and stable internet connectivity
Failure to comply may result in delays in service delivery.

10. Data Protection & Confidentiality

All technical support interactions are handled in accordance with applicable data protection and confidentiality standards.

User information will:
Be accessed only when necessary
Not be disclosed to unauthorized parties
Be used solely for support and operational purposes

11. Compliance & Enforcement

This policy applies to all users and staff of Critical Science Academy.

Failure to comply with this policy may result in:
Suspension of services
Disciplinary actions
Further action in accordance with applicable regulations

12. Policy Review

This policy is subject to periodic review to ensure alignment with:

Regulatory requirements
Accreditation standards
Operational improvements

13. Policy Acceptance

By enrolling in any course, participants acknowledge and agree to comply with this Technical Support Policy.

14. Policy Updates

Critical Science Academy reserves the right to update or modify this Privacy Policy at any time.
Any changes will become effective upon publication on the Academy’s website.