Guidelines

Edu Ocean Institute provides a comprehensive set of guidelines to ensure maximum benefit from e-learning, technical support, and distance education (both synchronous and asynchronous) for trainers and trainees, including:

  • Trainer Guideline

  • Trainee Guideline

Provision of Technologies Used in E-Learning Content

Edu Ocean Institute is committed to providing all necessary technologies, software, and tools required to deliver e-learning training programs for both trainees and trainers, whenever the training content requires it.
The institute also clarifies the methods for obtaining these technologies and explains how to use them by publishing relevant information on the course page within the Learning Management System (LMS). This ensures that all parties are able to use these tools efficiently to support the training process.

Technical Support

The technical support team provides its services to all users of the training platform through multiple channels to suit different needs, including:

  • Support via remote access applications to users’ devices.

  • Support through chat applications on social media platforms.

  • Support via email.

Beneficiaries of Technical Support

  • Trainers registered on the platform for the purpose of delivering lessons and training content.

  • Trainees enrolled in the institute’s training platform.

  • Supervisors of related training entities.

Technical Support Channels

  • Direct call center during official working hours.

  • Dedicated email for services and technical support.

  • Social media applications.

Services and Systems Covered by Technical Support

  • Enrollment in virtual training classrooms and resolving related technical issues.

  • Training on how to use the training platform and benefit from its features.

  • Providing the necessary qualification and guidance for trainers and trainees to use the system efficiently.

Expected Response Time

  • WhatsApp: Response within a maximum of 7 hours.

  • Twitter: Response within one day via direct messages.

  • Email: Response may take up to two business days after receiving the message.

Roles, Responsibilities, and Authorities

Technical support tasks are divided into the following levels:

Level One: User Service Call Center
Receiving inquiries and calls, providing initial technical support, or escalating the request to the concerned department when necessary.

Level Two: Supporting Operational Department
Completing technical support services and verifying the closure of requests.

Escalation in Case of Delayed Response

If no response is received within the specified time, the beneficiary has the right to escalate the request to the following entities:

Relevant and Competent Authorities:
National E-Learning and Training Center (NELC)

Unified Number: 920015991
Technical Support: nelc.gov.sa
Social Media: @NELC_KSA