Introduction
This agreement defines the expected service level for the e-services provided by Jouf Region Municipality, and aims to clarify the quality level and responsiveness of e-services, as well as the mutual obligations between the Municipality and users.
Covered Services
This agreement covers the e-services provided through the Jouf Region Municipality website.
First: Service Level
- Availability: E-services operate around the clock, throughout the week, except during scheduled maintenance or emergency situations.
- Performance: The Municipality seeks to provide an appropriate level of performance and responsiveness to user requests via the website, according to the nature of the service and related technical factors.
- Responding to Complaints and Inquiries: Complaints, inquiries, and requests received via electronic channels are handled according to the Municipality's approved procedures and timeframes.
Second: Obligations
Obligations of Jouf Region Municipality
- Providing support and assistance to users in the event of any technical issues, through available communication channels.
- Working on periodically updating the website and e-services to contribute to improving the quality and security of services.
- Maintaining the confidentiality and protection of user data in accordance with approved policies, regulations, and bylaws.
Obligations of Users
- Using the website and e-services in a lawful manner and in accordance with the approved terms and conditions.
- Committing to provide correct and accurate information when using e-services.
- Reporting any technical problems or malfunctions encountered while using e-services.
User Support
- Users can obtain support and assistance through the communication channels available on the website.
- Communication and support channels are provided according to official working hours and the Municipality's approved channels.
Maintenance Procedures
E-services may be subject to periodic or emergency maintenance to improve performance and develop services. Users will be notified, whenever possible, of any scheduled maintenance that may result in a temporary service interruption.
Suspension or Discontinuation of Service
Jouf Region Municipality has the right to temporarily suspend or discontinue any e-service when needed, including maintenance cases, security requirements, or emergency situations, or when the user violates the approved terms and conditions.
Amendments to the Agreement
Jouf Region Municipality has the right to amend this agreement from time to time in line with relevant regulations, bylaws, and updates. Amendments become effective from the date of their publication on the website.
Privacy and Security
Jouf Region Municipality is committed to maintaining the confidentiality and protection of user data, and to taking appropriate measures to protect information and personal data in accordance with approved regulations, bylaws, and policies.
Applicable Laws and Regulations
This agreement is subject to the applicable laws and regulations in the Kingdom of Saudi Arabia.