Technical Support Policy

Introduction

The Technical Support Policy aims to clarify the procedures and information related to providing technical support services to beneficiaries of the Institute's services. It ensures assistance is available when technical issues arise that may hinder the continuity of the training process.

The platform management is committed to delivering continuous technical, IT, and educational support to all users of the Learning Management System (LMS)/training platform across all programs, through the official channels published on the Institute’s website and training platform.

Scope of Technical Support Services

1. Phone Support
• Providing technical support via phone messages to assist users in resolving technical issues and inquiries.
2. Email Support
• A dedicated email channel to receive user inquiries and provide technical solutions and support.
3. Regular Updates & Workshops
• Periodic platform updates.
• Conducting training workshops to familiarize users with new features and address common issues.
4. Administrative Staff Training
• Specialized training for administrative staff to enhance their technical support skills and understanding of the technologies used.
5. Performance Reports & Analytics
• Issuing periodic reports on platform performance and usage analytics to identify areas for improvement and development.

Technical Request Escalation Policy (In Case of Delayed Response)

Scope

• This policy applies to all beneficiaries of the Mining Wealth Institute services.
• All Institute staff are required to adhere to it. Violations are subject to disciplinary actions per the Academy’s regulations.

Objective

To ensure timely and effective responses to all technical requests and inquiries by establishing a clear escalation mechanism if no response is received within the specified timeframe.

Procedures

1. Monitoring Phase
• Regular tracking of incoming requests to ensure compliance with response timeframes.
2. Response Timeframe
• A standardized response window is set (e.g., a maximum of 48 working hours).
3. Prior Alert
• If the deadline approaches without a response, an automatic alert is sent to the responsible technical team.
4. Request Escalation
• If no response is provided within the timeframe, the request is escalated to the relevant higher supervisory authority.
5. Root Cause Analysis
• Investigating delay causes and implementing corrective measures to prevent recurrence and improve response quality.

Platform Management Commitment

The platform management is committed to providing continuous technical, IT, and educational support to all beneficiaries through the official channels announced on the Institute’s website and training platform.

Technical Support Channels

• Phone: 0500066832
• Email: [email protected]
• Expected Response Time: Within 48 hours of contact.

Last Updated: June 22, 2026