Services Level Agreement
This Agreement aims to clarify the quality standards for electronic services provided by the King Abdulaziz Public Library, and to outline the mutual rights and obligations between the Library and the beneficiary. This Agreement constitutes an explicit contract; obtaining any service represents implicit consent to all its provisions, without prejudice to any other specific agreements.
1. Rights and Obligations of the Beneficiary
- Fairness and Privacy: Beneficiary requests are handled fairly and confidentially, with responses provided via the system, mobile, or email as needed.
- Account Management: The portal allows users to register an account to track their requests through the "My Electronic Services" section.
- Data Accuracy: Registration must match the national ID, and the entity or individual is responsible for the accuracy of the data; inaccurate data or missing attachments may result in rejection of the request.
- Legal Responsibility: The applicant bears full responsibility for their choices and compliance with the regulations governing the services.
- Notifications: The beneficiary is notified of the request status (accepted or rejected) via their registered email.
2. Rights and Obligations of the Library
- Communication Commitment: The Library is committed to responding to beneficiary messages and requests in accordance with quality standards, and any shortcomings are subject to administrative accountability.
- Administrative Authority: The portal administration may cancel or suspend certain requests, or exclude duplicate requests and those that do not meet the standards.
- Maintenance and Development: The Library may temporarily disable certain services for periodic maintenance or technical updates.
Electronic Service Delivery Level
| No. | Electronic Service | Service Availability | Total Time (Working Days) |
|---|---|---|---|
| 1 | Remote reference service | 24 /7 | 3 |
| 2 | Children's book publishing service | 24 /7 | 180 |
| 3 | Book publishing service | 24 /7 | 90 |
| 4 | Collection service | 24 /7 | 3 |
| 5 | Special collections service | 24 /7 | 10 |
| 6 | Collectibles purchase service | 24 /7 | 10 |
| 7 | Group visit booking service | 24 /7 | 1 |
| 8 | Research topic statement | 24 /7 | 3 |
| 9 | Event hall reservation | 24 /7 | 5 |
| 10 | Cooperative training | 24 /7 | 3 |
| 11 | External visit service request (activities and events) | 24 /7 | 3 |
| 12 | Mobile library visit request service | 24 /7 | 3 |
| 13 | Volunteering | 24 /7 | 2 |
| 14 | Children's Book Club subscription | 24 /7 | 5 |
| 15 | General catalog search | 24 /7 | 1 |
