The technical support policy aims to provide the necessary assistance to users regarding all technical and service aspects of the educational lessons platform, and to ensure a smooth and problem-free user experience.
· Email: Users can send their inquiries and technical problems to the technical support team via email [email protected]
Messages: The platform provides a messaging feature for direct communication with the technical support team around the clock via WhatsApp 00966507924755
· Phone: Users can contact technical support through the dedicated number 00966507924755
· All support requests and complaints are recorded via email, messages and phone.
· The user must provide a detailed description of the problem they are facing, including a screenshot if possible, to ensure effective assistance.
The user receives a reference number for the submitted request, which allows him to follow up on its status until it is resolved.
· Initial Response: All support requests are responded to within 24 hours of submitting the request.
· Resolving minor technical issues: Minor technical issues such as password recovery or difficulties accessing content are resolved within 1-2 business days.
· Complex technical issues: Complex technical issues that require technical or software intervention are handled within 3-5 business days.
· The technical support team provides special assistance during the testing period to ensure that any technical issues that may affect the testing experience are resolved.
· A dedicated technical support team is assigned during the testing period to ensure quick response and immediate assistance.
The platform provides introductory training sessions for new users on how to use the platform and deal with educational content.
· Periodic newsletters are sent containing tips and instructions on how to avoid common problems and improve the user experience.
· All technical support requests are evaluated periodically to ensure improvement of the quality of service.
· User feedback on the technical support experience is collected and used to develop procedures and policies.
The platform has the right to amend the technical support policy according to business requirements or to improve the service.
Users will be notified of the amendments via email or through a notice on the platform, and continued use of the platform after the amendments is considered implicit acceptance of the new policies.
