Technical Support Policy for OSHA Training Platform

In order to achieve the training and development objectives of OSHA Training Platform, technical communication channels have been established to allow trainers and trainees to connect with the technical support team for guidance and solutions around the clock, supporting them whenever they encounter technical issues hindering the training process.

This policy applies to users of OSHA Training Platform eligible for technical support services, specifically:

• A. Instructors registered on the platform for the purpose of delivering training courses.
• B. Trainees enrolled in training courses on OSHA Platform.
• C. Supervisors from relevant government authorities such as: Technical and Vocational Training Corporation (TVTC) and the National E-Learning Center (NELC).
• D. Institutional and enterprise supervisors monitoring their enrolled trainees on the platform.

1. OSHA Training Platform is committed to providing ongoing technical, instructional, and academic support to all users of the Learning Management System (LMS) across all programs via the available channels published on the website.

2. Technical support requests submitted via email are answered within two business days, and via phone immediately.

3. Official working hours for the platform's technical support team are Sunday through Thursday, from 9:00 AM to 5:00 PM.

4. Services covered by technical support include:

• A. Assisting users with account creation.
• B. Troubleshooting technical issues encountered while using the LMS / training platform.
• C. Assisting trainees and trainers in accessing virtual classrooms.
• D. Assisting trainees with certificate issuance.
• E. Providing necessary user onboarding and orientation.
• F. Session attendance support and assistance with live streaming applications.

5. Official technical support channels are:

• A. Direct Phone: +966 50 077 5550
• B. Dedicated support email: support@aosha.sa
• C. Instant messaging apps (WhatsApp).
• D. In-session / in-classroom live assistance.
• E. Online technical support form on the website (Landing Page).
• F. Direct support integrated within the LMS / training platform.
• G. User guides and documentation page.
• H. FAQ page (solutions to common issues).

6. Code of conduct for beneficiaries:

• A. Explaining the issue in clear detail to the support representative across any channel.
• B. Adhering to professional dialogue etiquette.
• C. Mutual respect.
• D. Refraining from abusive or offensive language.
• E. Avoiding political or religious discussions.

7. Code of conduct for support representatives:

• A. Answering user inquiries professionally within the expected timeframe for each channel.
• B. Maintaining courteous dialogue etiquette.
• C. Mutual respect.
• D. Refraining from offensive language.
• E. Avoiding political or religious discussions.

8. Technical & Instructional Support: OSHA Training Platform provides technical and educational support via the service provider through the following channels, and the support team will handle inquiries:

• A. Direct Phone: +966 50 077 5550, with answers provided Sunday through Thursday from 9:00 AM to 5:00 PM (and during active training sessions).
• B. Dedicated support email support@aosha.sa, available 24/7 with responses within one business day.

9. If an inquiry exceeds the specified response time, the issue is escalated to info@aosha.sa, Attn: Mr. Abdulhadi Al-Omari.

• A. Policy Document Owner: (Mr. Mishaal Al-Issa)
• B. Policy Review and Updates: (Mr. Abdullah Al-Harbi)
• C. Policy Implementation and Enforcement: (Mr. Abdulhadi Al-Omari)