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Technical Support Policy

Ambulance and Medevac For Health training > Technical Support Policy

The technical support policy aims to clarify the procedures and information related to the provision of technical support services for beneficiaries of the Ambulance and Medevac Health Training Center, ensuring they receive timely assistance in the event of technical issues that may hinder the training process.

The center is committed to providing continuous technical support to both trainers and trainees throughout the training program to ensure its successful completion with the highest quality and efficiency. The support policy includes the following:

Academic Support:

  • Technical and educational assistance is provided to trainers and trainees during live “synchronous” sessions, with a session manager assigned to organize, support, and resolve any issues.

  • Trainers assist trainees by answering questions and delivering course material effectively.

  • The session manager supports trainees with technical issues to ensure they can join the session on time and benefit fully from the training course.

  • The session manager is responsible for sharing the registration requirements, preparation steps, and necessary data needed to issue the certificate.

  • The center clearly displays its communication channels to help trainees resolve any issues related to accessing the course or obtaining certificates.

Ongoing Platform Support:

The center is committed to providing technical and educational support to all users of the Learning Management System (LMS) and the training platform across all programs through the available channels listed on the website and platform.

Technical Support Channels:

(Minimum of two support channels must be available)

  • Mobile Number: +966560463997

  • Email: info@nabd.med.sa

Services Covered by Technical Support:

  • During synchronous sessions, direct communication is available via chat or live voice to respond to trainees’ inquiries.

  • For both synchronous and asynchronous courses, discussion forums may be created on the platform, WhatsApp, or Telegram to facilitate trainer and center communication with trainees.

  • Support in case a trainee is unable to access the virtual class.

  • Handling inquiries related to any educational activity.

Expected Response Time:

  • Email and support form: Response within 2 hours

  • WhatsApp: Immediate response upon receiving the message

Working Hours for Technical Support Team:

  • Sunday to Thursday, from 9:00 AM to 5:00 PM

Escalation Procedure:

If the response is not received within the expected time, trainees are welcome to contact the center director directly for escalation.

This policy applies to all beneficiaries of the center’s services. We are committed to its proper implementation, and all staff members are required to adhere to it. Any violation of this policy may result in disciplinary action in accordance with the internal procedures of the Ambulance and Medevac Health Training Center.