Service Level Agreement

Service level agreement

The Social Development Bank confirms its keenness to achieve customer satisfaction by making available the external portal services of the bank and electronic services at all times as a maximum for them. We present here a list of the external portal services and electronic services that have achieved compliance with these standards, along with the maximum time for providing the service, noting that this time does not include completing deficiencies in the event that the customer does not provide all the required information, nor does it include the time spent processing transactions by a third party such as parties other government agencies, if the nature of the transactions so requires. Customers must also adhere to the terms and justifications for each service as described in the bank's electronic services guide. All electronic services will be added successively to this list.  

Help and support

تThe portal includes a section to help and support the audience of beneficiaries, and this section provides all the assistance needed by the visitor of the Social Development Bank portal, taking into account that it suits the largest possible number of visitors, and for this reason, readable content and media materials have been provided in various forms, in addition to detailed information and links to some forms Help such as: Frequently Asked Questions, E-Services Guide, Smart Phone Applications...etc. More information is available on the page Communication Channels
  

Privacy and confidentiality of information

The Social Development Bank portal puts the confidentiality of the information of its users and visitors at the top of the list of priorities, and the site makes every effort to provide high-quality services to all beneficiaries through the privacy and confidentiality of information document. More information is available on the page Privacy Policy.

The rights and duties of the beneficiary

The online portal allows the user to register an account; To apply through it for service requests and benefit from the systems and
applications provided by the portal, and through his account, he can follow up on his messages and their stages
The registration must be identical to the basis of the identity, and the data entered must be correct, and the incorrect data entered or attached may lead to the exclusion of the application
The beneficiaries' requests are interacted fairly and confidentially, and the necessary response is made through the system or via e-mail as needed
The applicant bears full responsibility for his choices and the regulations governing the services, and the violating requests are excluded

Rights and duties of the Social Development Bank

Correct messages and requests are interacted with and communicated with their owners directly if the services are electronic
The administration of the electronic portal maintains the rules of fairness and privacy in dealing with beneficiary requests
The administration of the electronic portal has the right to cancel or stop some of the requests submitted to it without giving reasons
The administration of the electronic portal has the right to exclude requests that do not conform or contain incorrect data
The portal administration has the right to temporarily disable some services or systems for maintenance work or other reasons

Levels of electronic service delivery

Propsal handling mechanism

The proposal means every creative idea or initiative to develop one of the services or products provided by the Bank. The idea or initiative has a positive impact and value-added results. The proposals are received and referred to the Business Development Department in the General Department of Partnerships and Marketing to be studied with the concerned departments. Receiving the proposal is not considered acceptance. Or initiating its implementation by the bank, but rather studying the applicability and feasibility of its implementation. The Social Development Bank reserves its moral and legal right to deal with the proposals received through the Bright Ideas Lab, and to register the idea or proposal and transfer, produce or reformulate it in accordance with the Bank's business strategies.

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