Technical Support Channels

In order to achieve the training and developmental goals, the Higher Institute for Training and Development has provided technical communication mechanisms for trainers and trainees to contact the technical support team for guidance and solutions around the clock.

Technical Support Policy

The technical support team works to provide its services to all users of the online platform through several methods to accommodate the preferences of users, including:

1. Support through remote access software and applications such as "TeamViewer".

2. Support through social messaging applications (WhatsApp, Facebook, Twitter)

3. Direct support via phone.

4. Support within the training venue.

5. Support via email.

6. Support through the technical support form on the website.

Beneficiaries of Technical Support Services

• Registered trainers at the institute's online platform for the purpose of delivering training courses.

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

• Supervisors from relevant government entities such as the General Organization for Technical and Vocational Training and the National Center for E-Learning.

Technical Support Delivery Channels

• Direct call center: 0112229200 during official working hours from Sunday to Thursday, from 8 AM to 9 PM, and during training course hours.

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

• Social media applications:

• WhatsApp: 0506343710

Services and Systems Covered by Technical Support

• Enrollment in courses and resolving technical issues faced by users.

• Training on the online platform, its usage, and benefitting from its features.

• Providing necessary qualifications for users.

• Logging into the educational platform and technically monitoring trainee accounts.

• Attending the course and using live streaming applications.

• Trainer access to the platform.

• Issuing trainee certificates from the Manar platform.

Expected Response Time

If support is provided through WhatsApp, whether by a trainer or a trainee, a response will be given within a short period of time. On Twitter and Facebook, responses are usually provided within minutes through messaging. Email may take up to 30 minutes to receive and respond to.

Roles, Responsibilities, and Authorities

The required roles for technical support are divided into several levels:

Level 1: Call Center for Customer Service

This level receives all incoming communications and provides initial technical support according to the nature of the inquiries, or forwards them to the relevant department.

Level 2: Supportive Operational Department

This department completes the technical support process and verifies its completion.

Working Hours

Sunday to Thursday, from 8 AM to 9 PM.