Service level
agreement

Service Level Agreement

The Social Development Bank confirms its keenness to achieve customer satisfaction by providing the bank's external portal services and electronic services at all times as a maximum for them and by providing branches during official working hours according to the Ministry of Human Resources system and related systems. Here we provide a list of external portal services and electronic services that have achieved compliance with these standards, in addition to the maximum time to provide the service during working days, noting that this time does not include completing deficiencies if the customer does not provide all the required information, nor does it include the time taken to process transactions by a third party such as other government agencies if the nature of the transactions requires it. Customers must also adhere to the terms and justifications for each service as stated in the bank's electronic services guide. All electronic services will be added to this list in succession.

Help and Support

The portal includes a section to help and support the beneficiaries. This section provides all the assistance that a visitor to the Social Development Bank portal needs, taking into account that it suits the largest possible number of visitors. Therefore, written content and media materials have been provided in various forms, in addition to detailed information and links to some forms of assistance such as: frequently asked questions, electronic services guide, smartphone applications... and others. More information is available on the contact channels page. The bank also provides support and assistance to the customer when he visits the bank branches to request the service or inquire.

Privacy and Confidentiality of Information

The Social Development Bank portal places the confidentiality of its users' and visitors' information at the top of its list of priorities, and the site makes every effort to provide high-quality services to all beneficiaries through the privacy and confidentiality document. More information is available on the privacy policy page. The bank also maintains the customer's privacy and confidentiality of customer information when providing the service to him in the bank's branches.

Beneficiary Rights and Duties

1. The electronic portal allows the user to register an account to submit service requests and benefit from the systems and applications provided by the portal. He can also follow up on his messages and their stages through his account.

2. The registration must be consistent with the identity basis, and the entered data must be correct. Incorrect entered or attached data may lead to the application being excluded.

3. Beneficiary requests are dealt with fairly and confidentially, and the necessary response is made through the system or via e-mail or branches as needed.

4. The applicant bears full responsibility for his choices and the regulations governing the services, and requests that violate the rules are excluded.

Social Development Bank Rights and Duties

1. Correct messages and requests are interacted with and their owners are contacted directly if the services are electronic.

2. The electronic portal management maintains the rules of justice and privacy in dealing with beneficiaries' requests.

3. The electronic portal management has the right to cancel or stop some of the requests submitted to it without giving reasons.

4. The electronic portal management has the right to exclude requests that do not comply or contain incorrect data.

5. The electronic portal management has the right to temporarily disable some services or systems for maintenance work or other reasons.

Levels of providing electronic services

Individual Financing

Facility financing

Non-profit sector

Financing Initiatives

الخدمات

Mechanism for dealing with suggestions

A suggestion means any creative idea or initiative to develop one of the services or products provided by the bank, and the idea or initiative has a positive impact and results with added value. Suggestions are received and referred to the Business Development Department in the General Department of Partnerships and Marketing to be studied with the relevant departments. Receiving the suggestion does not mean accepting it or starting to implement it by the bank, but rather studying its applicability and feasibility. The Social Development Bank reserves its moral and legal right to deal with the suggestions received through the Bright Ideas Lab, and to register the idea or suggestion and convert it, produce it or reshape it in line with the bank's business strategies.

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