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Service Level Agreement
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Introduction
This SLA Agreement sets out the service level standards and targets that the Royal Commission for Riyadh City (RCRC) undertakes to meet for all visitors to the website and users of its e-services. It defines the scope of covered services, performance KPIs, support and escalation procedures, limits of liability, and protocols for review and updates, to ensure reliable user experience, accurate content, and efficient e-services.
1. Parties
- Service Provider: The Royal Commission for Riyadh City (RCRC), as the authority responsible for the development, operation, and maintenance of the website and its e-services.
- Beneficiaries: All visitors and users of the website and its e-services.
2. Description of Covered Services
E-Services:
- Application Inquiry / Submission: This service enables users to track their existing applications submitted to RCRC or conveniently submit a new application online.
- Tenders: This service allows companies and suppliers to register with RCRC, view open tenders and submit proposals.
- Recruitment: This service provides job seekers with the ability to submit their CVs, explore available vacancies, and apply online.
- Open Data: This service provides access to the RCRC Open Data Platform for individuals and businesses.
Other General Sections (such as About RCRC, Our Structure, Media Center, and similar sections) are part of the RCRC website and fall under this Agreement’s general provisions for availability and accessibility, service speed and performance, content accuracy and reliability, and beneficiary support, as measured by the general indicators in clause (3). Detailed service-level performance indicators do not apply to these sections, unlike the specific indicators defined for e-services.
3. Service Quality Standards and Targets
| Category | Standard | Target | Measurement Method |
|---|---|---|---|
| Availability | Service Uptime | 99.5% (24/7) | Automated monitoring systems for servers and availability |
| Speed & Performance | Loading Time | Less than 5 seconds | Standard electronic service performance measurement tools |
| Content Accuracy | Accuracy of published information | More than 95% | Periodic reviews and analysis of user reports/alerts |
| User Support | Response to inquiries | Within 2 business days (48 hours) | Support ticket system measuring first response time |
| Correction of content errors | Within 1 business day of report validation | Content revision logs | |
4. E-Services Quality Standards
| Service | Sub-service | Completion Time (Business Days) | Cost |
|---|---|---|---|
| Application Inquiry / Submission | Submit transaction | Within 5 business days | Free |
| Inquiry on transaction | Within 2 business days | Free | |
| Tenders | Register as accredited supplier with RCRC | Within 2 business days | Free |
| Request tender documents via email | Within 3 business days | Free | |
| Recruitment | Apply for vacancies | Currently unavailable | – |
| Open Data | View open data | Instant | Free |
| Inquiry on specific data (via email) | Within 3 business days | Free | |
5. Service Provider Responsibilities
- Operate and maintain the website and e-services, ensuring availability in line with the uptime and performance targets set out in this Agreement.
- Ensure the accuracy of published content and update it according to approved schedules and KPIs, with all information sourced from reliable official references.
- Incident Management & Escalation: Provide an initial response within the defined timeframes and notify beneficiaries of any material impact on service usage.
- Protect the confidentiality and privacy of beneficiary data in accordance with applicable laws in the Kingdom of Saudi Arabia.
- Planned Maintenance: Provide at least 48 hours’ advance notice, where feasible, for maintenance that may affect availability and perform work during off-peak hours to minimize impact.
- Beneficiary Support: Maintain clear contact channels (email and e-form), provide an initial response within two business days (48 hours), and track requests and reports through closure.
- E-Service Commitments: Issue automated receipt confirmations for applications and requests, update status upon any material change, and meet the service-specific performance targets defined in this Agreement.
- Continuous Improvement & Transparency: Review KPIs and the Agreement text periodically (annually or upon material changes), publish updates with their effective date, and document post-incident summaries for major outages where applicable.
6. Beneficiary Responsibilities
- Use the website and e-services for lawful purposes only and in full compliance with all applicable laws, regulations, public etiquette, the website’s Terms of Use, Privacy Policy, and all other relevant published policies.
- Provide accurate, complete, and current information in all forms and applications, and assume full responsibility for the validity of any submitted data.
- Keep a record of the application/transaction number and to periodically check the status of any submission through the designated channels.
- Use the specified official channels for communication and support, and report any inaccuracies, broken links, or technical issues.
- Tenders Services: Comply with all tender terms, documents, deadlines, and technical/administrative requirements. The Beneficiary is solely responsible for ensuring the completeness of all documents and credentials prior to the submission deadline, with the understanding that late or incomplete submissions may be rejected.
- Recruitment Services: Provide accurate, non-misleading information in CVs and applications. The Beneficiary acknowledges that the submission of an application does not constitute acceptance or imply any commitment to employment by RCRC.
- Open Data Portal and Interfaces Adhere to rate-limit constraints and safeguard access keys (if any). Use of data is restricted to lawful purposes.
- Make sure no sensitive personal data are included in correspondence or attachments unless specifically requested and only to the extent necessary. The beneficiary remains responsible for any data provided to the RCRC.
7. Agreement Scope & Limitations
- Scope is limited to RCRC’s official website and the electronic services listed in Section (2), regarding availability, performance, and content accuracy, per Sections (3) and (4).
- External websites linked through the RCRC website are excluded from this agreement.
- Force Majeure events (natural disasters, major internet outages, etc.) are not included in uptime calculations.
- RCRC reserves the right to amend the scope, services, or text of this agreement per Section (8), with updates published and effective dates indicated. Continued website use after updates constitutes practical acceptance.
- The website and services are provided “as is” and “as available,” without warranties beyond what is explicitly stated. To the extent permitted by law, RCRC disclaims liability for indirect, incidental, or consequential damages from using or being unable to use the website. This agreement does not create obligations for financial compensation.
8. Review and Development
This Agreement is subject to annual review and update, with earlier revisions upon any material change to the scope of services, to ensure continuous improvement in service quality and alignment with beneficiary expectations.
Contact & Feedback
For inquiries or reports related to the service level, please contact us at info@rcrc.gov.sa or via the website’s “Contact Us” form.