Service Level Agreement (SLA)

This Service Level Agreement (SLA) outlines the service standards and commitments of Hafar Al-Batin Municipality in delivering electronic services through its official digital channels.

Scope

This Agreement applies to all electronic services provided through the Municipality's website and digital platforms.

Municipality Commitments

The Municipality is committed to:

• Delivering electronic services in accordance with established service standards.
• Continuously improving the quality of digital services.
• Processing requests within the published service timeframes.
• Protecting the confidentiality of beneficiaries' information.
• Providing appropriate communication and support channels.

Beneficiary Responsibilities

Beneficiaries are responsible for:

• Providing accurate and up-to-date information.
• Complying with the applicable terms and conditions governing the use of electronic services.
• Maintaining the confidentiality of their account credentials.
• Using digital services only for lawful purposes.

Response Times

Actual completion times may vary depending on the nature of the service and the submission of all required information and supporting documents.

Service Exceptions

Service levels may be affected by scheduled maintenance, technical incidents, or circumstances beyond the Municipality's control. Every effort will be made to restore services as quickly as possible.

Feedback and Complaints

Beneficiaries may submit comments, suggestions, or complaints through the Municipality's official communication channels. All submissions will be reviewed and handled in accordance with the Municipality's approved procedures.

Last Updated: July 2026.