Technical and Educational Support Policy

We provide continuous assistance and technical support for both trainers and trainees throughout the duration of the training program to ensure the training process is completed with the highest possible quality and efficiency, as follows:

Academic Support and Assistance

Macro Development Institute for Training is committed to providing a smooth and effective training experience by offering technical and educational support to trainers and trainees during the implementation of programs through live sessions. The Institute assigns a Training Room Manager to carry out the following tasks:

• Organizing workflow within the session.

• Providing technical support to trainees to solve any technical issues they may face.

• Ensuring that all trainees can access the session from the beginning of the lecture and benefit fully from the course content.

Role of Trainers and Room Managers:

• Trainers respond to trainees’ inquiries and explain the prescribed academic content.

• The Room Manager provides technical and procedural support to trainees and guides them regarding attendance mechanisms, registration requirements, and completion of necessary forms to obtain certified certificates.

Communication and Continuous Support:

• The Institute highlights its official communication channels to ensure prompt assistance to trainees in case they face any issues related to the course or obtaining the certificate.

• The Institute requires the Room Manager to inform trainees of all organizational guidelines related to attendance and registration to ensure the smooth flow of the training process.

Technical Support Channels

To achieve training and development goals efficiently, Macro Development Institute for Training provides around-the-clock technical communication channels that allow trainers and trainees to directly contact the technical support team for guidance and timely assistance.

Technical Support Policy

The technical support team at Macro Development Institute for Training is committed to providing its services to all users of the electronic platform through various means that meet their different needs and offer the best possible support, including:

• Remote support through device access software such as TeamViewer.

• Support through social media platforms such as WhatsApp, Facebook, and Twitter.

• Direct phone support for immediate assistance.

• In-session support during live educational sessions.

• Support via email to respond to inquiries in a documented and organized manner.

• Support through a dedicated form on the website, enabling the user to log their issue to receive an appropriate solution.

Beneficiaries of Technical Support Services

• Institute trainers registered on the electronic platform to deliver training courses.

• All trainees enrolled in training courses on our training platform.

• Supervisors from relevant government entities, such as the Technical and Vocational Training Corporation and the National eLearning Center.

Technical Support Contact Channels

• Direct contact via the Institute at +966532644230 or +966538469359 during official working hours from Sunday to Thursday, 8:00 AM to 9:00 PM, and during training sessions.

• Email for services and technical support: info@mdit.edu.sa

Services and Systems Covered by Technical Support

• Course enrollment and resolution of users' technical issues.

• Training on and utilization of the electronic platform and its features.

• Necessary user onboarding and guidance.

• Technical monitoring of trainees’ account activity on the educational platform.

• Attendance in courses and use of live broadcasting applications.

• Trainer login to the platform.

• Issuance of trainees’ certificates from the Manar platform.

Expected Response Time

• When support is requested via WhatsApp by either trainers or trainees, a response is provided shortly to ensure rapid service.

• Support through Twitter and Facebook platforms is generally provided within minutes through instant messaging services.

• For email inquiries, it may take up to 30 minutes to receive and respond to the message in a precise and organized manner.

Roles, Responsibilities, and Authorities

 The roles required for providing technical support are divided across several levels:

1. Level One (Customer Service Contact Center): Handles all incoming communications and provides initial technical support depending on the nature of the inquiry or redirects it to the relevant department.

2. Level Two (Operational Support Division): Completes the technical support process and ensures resolution.

Working Hours

 Sunday to Thursday, from 8:00 AM to 9:00 PM.