Service Level Agreement for the Royal Commission for Riyadh City Website
Introduction
This Service Level Agreement (SLA) aims to define the quality standards that the Royal Commission for Riyadh City commits to providing for the residents, visitors, and stakeholders of Riyadh who use the Riyadh Projects, News, and Events service on the Tawakkalna application. This agreement outlines the services provided, targeted performance indicators, and responsibilities of each party to ensure accurate, reliable content and a high-quality user experience.
Definition of Parties
- Service Provider The Royal Commission for Riyadh City, responsible for developing, operating, and maintaining the Riyadh Projects, News, and Events service.
- Beneficiary All users and visitors of the Riyadh Projects, News, and Events service via the Tawakkalna application.
Description of Services Covered by the Agreement
The Riyadh Projects, News, and Events service consists of four main sections:
- Projects Provides general information about major ongoing and future projects in Riyadh.
- News Displays key news related to Riyadh from accredited official sources, primarily the Saudi Press Agency (SPA) and leading local newspapers.
- Events An interactive calendar listing significant events, activities, and seasons in Riyadh, including essential contact information for event organizers.
- Contact Us A form for communicating with the Royal Commission for Riyadh City regarding the service.
Service Quality Standards and Targets
The Royal Commission for Riyadh City commits to achieving the following targets for the Riyadh Projects, News, and Events service:
| Category | Standard | Target | Measurement Method |
|---|---|---|---|
| Availability | Service Uptime | 99.5% availability (24/7) | Monitored via specialized automated systems for server performance and service availability. |
| Performance | Loading Time | Less than 5 seconds | Standard electronic service performance measurement tools. |
| Content Updates | News: Speed of publishing news after receipt from the source | Within 1 business day of issuance by SPA or accredited newspapers | Periodic monitoring of news sources and comparison of publication timing. |
| Events: Adding new events | At least 2 days before the event start date (for scheduled events with pre-announced details) | Content management system records and event addition dates. | |
| Projects: Updating project status | Within 7 business days of official announcements of significant developments, with periodic reviews every 6 months | Update records compared with official project announcements. | |
| Content Accuracy | Accuracy of published information | Over 95% | Periodic content reviews and analysis of user reports and alerts. |
| User Support | Response to inquiries via official channels | Within 2 business days (48 hours) | Support system tracking initial response time. |
| Handling content error reports | Error correction within 1 business day of receiving and verifying the report | Content modification records based on user reports. |
Agreement Limitations
- This agreement does not cover the performance or content of external websites or electronic services linked or referenced within the service.
- Uncontrollable interruptions (Force Majeure), such as natural disasters or major internet service outages, are excluded from service uptime calculations.
- The accuracy of event and project information depends on data provided by organizers and project owners, and the Commission is not responsible for sudden or unannounced changes from the source.
Review and Development
This agreement is subject to annual review and updates or whenever significant changes occur in the scope of services provided, to ensure continuous improvement in service quality and to meet user expectations.
Contact and Feedback
For any inquiries or reports related to the service level, please contact us via email at info@rcrc.gov.sa or through the “Contact Us” form available in the service.