Service Level Agreement for the Ray App

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The service level agreement provided by the Rai platform application aims to clarify and indicate the quality of the level of services provided through the various regulations and services, as well as the rights and duties of both the Saudi Irrigation Organization Irrigation (SIO) and the beneficiary. This agreement is considered an explicit and clear agreement between (SIO) and everyone who deals with it, whether aware of the agreement or not. Therefore, simply obtaining any of the services covered by this agreement constitutes an implicit and explicit agreement on the part of those receiving those services to all that is stated in this agreement, without prejudice to any other agreements that may be included in the process of providing that service. SIO is committed to maintaining the rules of justice and privacy in dealing with requests from beneficiaries of services in complete confidentiality. SIO also makes every effort to provide high-quality services to all beneficiaries.

The following are the obligations of both SIO (service provider) and the beneficiaries:

Beneficiary Rights and Obligations
- SIO is committed to providing services to be available on the Platform during all days of the week, including even holidays and vacations.
- Beneficiary requests are dealt with fairly and confidentially, and we respond when necessary through the system, text messages or direct communication according to the need and type of service.
- The Platform allows the user to register an account; Through it, he can submit requests to benefit from the services, systems, and applications provided by SIO within the Platform, and he can also follow the progress of the request.
- The application must comply with the requirements for implementing the service, and the data entered must be correct, noting that incorrect data entered or attached will lead to the rejection of the application.
- The beneficiary bears full responsibility for his choices in accordance with the terms and conditions, and applications that violate these terms will be excluded.
- If any application is accepted, the beneficiary will be informed of this via text messages, and the status of the application can also be inquired through the account registered on the portal.
- A visitor’s access to SIO’s Rai Platform is considered an agreement and acknowledgment of all the terms and conditions for using the platform, and it represents a clear agreement between SIO and everyone who deals with it.

Rights and duties of SIO

SIO is committed to interacting with the correct messages and requests and communicating with their owners within the specified time period, which may be more or less depending on the situation.
SIO is committed to question its responsible employee for any negligence in communicating messages and requests received from beneficiaries.
SIO’s customer service department maintains the rules of fairness and privacy in dealing with beneficiary requests.
SIO is committed to solve login problems or problems related to providing access to any section of the Platform.

Application

The Customer Service Department has the right to exclude requests that do not conform or contain incorrect data.
The Customer Service Department has the right to temporarily disable some services or systems for maintenance work or other reasons.
Visitors to the platform are prohibited from entering it for the purpose of harming it or corrupting any of its contents.
Rai Platform visitor has to be keen to report any shortcomings or errors, if any, in order to improve the platform’s content.
The beneficiary bears full responsibility for his choices and the regulations governing the services.

Help and Support

The Platform includes a section to help and support beneficiaries, through various communication channels inside or outside the platform, and to provide all the assistance that a visitor to the Rai platform needs, taking into account that it suits the largest possible number of visitors. For this reason, readable content and media materials have been provided in various forms, in addition to Detailed information and links to some forms of assistance. SIO is also committed to interacting and responding to inquiries received through the Contact US page.