Services Level Agreement

E-Services Level Agreement

The National Research and Development Center for Sustainable Agriculture "Estidama" is keen on continuously improving the quality of services provided to beneficiaries, in accordance with the directives of the wise leadership to make every effort to achieve customer satisfaction by providing the center's external portal services, electronic services, and smart devices in the easiest, simplest ways and at maximum speed. Please note that this timeframe does not include completing missing requirements if the customer fails to provide all required information, nor does it include the time spent processing transactions by third parties ("other government entities") if the nature of the transactions so requires. Customers must also comply with the terms and requirements of each task as outlined in the e-services guide. All electronic services will be successively updated and added to this list. For more information about all E-Services

Help and Support

The website of the National Research and Development Center for Sustainable Agriculture "Estidama" provides assistance and support to beneficiaries in a manner suitable for the largest possible number of site visitors, by providing readable content, multimedia, and detailed information and links to various forms of assistance such as: FAQ, and Communication Channels .

Privacy and Confidentiality of Information

The National Research and Development Center for Sustainable Agriculture "Estidama" ensures that the confidentiality and privacy of user information is at the top of its priorities. Privacy and confidentiality policies are considered part of the terms of use of the center's website. For more information on privacy and confidentiality, you can visit the Privacy Policy Page .

Providing Communication and Participation Mechanisms

The National Research and Development Center for Sustainable Agriculture "Estidama" is committed to interacting and responding to all inquiries received from beneficiaries by visiting the Contact Us page.

Beneficiaries' Rights and Duties

1- The National Research and Development Center for Sustainable Agriculture is keen to provide its electronic services around the clock, including weekends and holidays, to ensure easy access and service continuity.

2- The beneficiary bears full responsibility for their choices and is committed to the regulations and rules governing related services. In the event of any violation, they expose themselves to legal accountability without any liability on the center. Violating requests will also be excluded without prior notice.

3- Upon acceptance of the request, the applicant will be notified via the email registered in the center's services portal.

4- Beneficiary requests are processed with complete fairness and confidentiality, and are responded to through the system, whether via text messages or email, depending on the type of service and need.

Electronic Services Delivery Levels