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    Copyright © King Khalid University © 2026
    Last Modified Date: 01/07/2026 - 8:00 AM Saudi Arabia Time
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    HomekkuElectronic Service Level...

    Electronic Service Level Agreement - King Khalid University

    Electronic Service Level Agreement

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    In line with King Khalid University's commitment to enhancing the quality of services provided to its employees and beneficiaries, and in alignment with the Ministry of Education's vision of improving beneficiary satisfaction and facilitating efficient, reliable, and rapid access to electronic services, this agreement has been established to define the service levels for electronic services provided through the University's portals and digital platforms. It also outlines the service provider's commitments, the rights of beneficiaries, and the mechanisms for support, monitoring, performance measurement, and continuous improvement.

    The University is committed to making its electronic services available throughout the week according to the nature and readiness level of each service, while continuously developing existing services and introducing new ones. Users of electronic services are required to comply with the terms, requirements, and policies applicable to each service, as outlined in the Electronic Services Guide and in accordance with the applicable laws and regulations.

    A beneficiary's use of any electronic service covered by this agreement constitutes acknowledgment that they have read and accepted its provisions, without prejudice to the specific terms, conditions, and policies applicable to each individual service.

    For more information about the electronic services, click here.

    Purpose of the Agreement

    • Define service availability levels and target completion times for electronic services.

    • Clarify the rights and responsibilities of beneficiaries, as well as the University's obligations as the service provider.

    • Standardize the methodology for measuring the quality of electronic services and publishing their performance results.

    • Enhance beneficiary satisfaction and promote the continuous improvement of the digital experience.

    Scope of Application

    This agreement applies to all electronic services published through King Khalid University's website, portals, and digital applications, including services provided to students, faculty members, employees, researchers, visitors, and external beneficiaries, depending on the nature of each service.

    General Principles of the Agreement

    • Fairness and equal treatment in handling beneficiaries' requests.

    • Protection of privacy and confidentiality of data in accordance with approved policies and regulations.

    • Provision of services around the clock whenever specified in the relevant service schedule.

    • Service completion time is calculated only after the request has been fully completed and all required information and attachments have been verified.

    • Beneficiaries are notified of the status of their requests through the available digital channels, according to the nature of the service.

    • Incomplete requests or those that do not comply with the applicable regulations and service requirements will not be processed.

    Beneficiary Rights

    • The right to receive clear information about the service, including its description, requirements, delivery channels, and expected completion time.

    • The right to receive the service in accordance with the published service levels, provided that all necessary requirements and conditions have been fulfilled.

    • The right to have requests handled with confidentiality, fairness, and transparency, and to have personal data protected in accordance with the approved regulations and policies.

    • The right to track the status of the request electronically whenever the service supports this feature.

    • The right to submit feedback, complaints, or suggestions through the approved channels and to be informed of the mechanism for addressing them.

    Beneficiary Obligations

    • Provide accurate, up-to-date information that matches official documents and attach all required documents.

    • Safeguard login credentials, refrain from sharing them with others, and immediately report any unauthorized use of the account.

    • Comply with the regulations, rules, terms of use, and policies governing each electronic service.

    • Use electronic services only for their intended purposes and refrain from misusing them or attempting to harm systems, data, or users.

    • Cooperate with the University by providing any additional information or documents when required and report any malfunctions or observations that may affect service quality.

    University Rights

    • Reject or exclude requests that do not meet the requirements or contain inaccurate or incomplete information or documents.

    • Temporarily suspend certain electronic services for maintenance, updates, security, or operational reasons, while notifying beneficiaries whenever possible.

    • Verify the accuracy of the submitted information and documents and take appropriate action in the event of any violation of the approved regulations or policies.

    University Obligations

    • Provide electronic services in accordance with the published service levels and work to ensure their quality, continuity, and ongoing improvement.

    • Process requests that meet the requirements within the target timeframes, taking into account cases that require additional approvals or regulatory procedures.

    • Protect beneficiaries' data and maintain its confidentiality in accordance with the approved privacy and cybersecurity regulations and policies.

    • Provide technical support channels and address technical malfunctions and access issues in accordance with the approved priorities and procedures.

    • Periodically review and update service levels in line with continuous development and beneficiaries' needs.

    • Notify beneficiaries of any service interruption, scheduled maintenance, or updates that may affect service delivery whenever possible.

    Electronic Services Performance Indicators

    No.

    		IndicatorDefinition
    1Beneficiary SatisfactionAverage beneficiary rating of the service
    2Number of Electronic Service TransactionsNumber of requests or transactions completed through the service
    3Processing TimeTime elapsed from completion of the request until its closure or the issuance of results
    4Service AvailabilityContinuity of system availability for beneficiaries
    5Digitalization RateExtent to which the service journey is completed electronically without paper-based procedures
    6Service Completion RatePercentage of beneficiaries who successfully completed the service

    Availability and Maintenance

    The University aims to provide electronic services 24 hours a day, seven days a week. The following situations are not considered service unavailability:

    • Scheduled maintenance that has been announced in advance.

    • Outages caused by telecommunications providers or shared service providers.

    • Force majeure events and natural disasters.

    • Urgent security measures required to protect systems and data.

    Complaints and Escalation

    • The beneficiary submits a complaint or feedback through the approved communication channels or reporting system.

    • The complaint is registered under a reference number and forwarded to the service-owning entity or the relevant technical department.

    • Delayed or recurring cases are escalated in accordance with the internal escalation matrix.

    • Complaints and reports are periodically analyzed to identify improvement opportunities and prevent the recurrence of root causes.

    Governance, Review, and Improvement

    • Assign a service owner for each service who is responsible for updating its description, requirements, and service level.

    • Periodically review indicators and actual results and prepare performance reports for the relevant department.

    • Update the agreement when new services are launched or when completion times or delivery channels are changed.

    • Conduct a comprehensive annual review of the agreement and approve the updated version in accordance with the applicable authorities.

    Acknowledgment of Use

    The beneficiary's use of any electronic service covered by this agreement constitutes acknowledgment that they have read and accepted its provisions. The terms, conditions, and policies applicable to each service shall remain effective and complementary to this agreement.

    Help and Support

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    King Khalid University portal includes a section for assistance and support for all  university.  A variety of channels are available  within the portal, offering  content, materials and media in various formats, in addition to detailed information and links as forms of assistance for beneficiaries. The  portal  administration at King Khalid University is committed to interacting and responding to inquiries received through the” Contact Us page.”

    Privacy

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    King Khalid University portal pays great attention to user data confidentiality.  Privacy  and data protection is one of KKU’s main website conditions. For more information on data  privacy and confidentiality  (click here)

    Levels of Electronic Service Delivery

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    No.Service NameService Execution TimeService Availability Time
    1Self-Service PortalImmediate24/7
    2Leave Request5 Working Days24/7
    3Custody Transfer Request5 Working Days24/7
    4Delegation Request5 Working Days24/7
    5Employee Card Requests5 Working Days24/7
    6Performance Charter5 Working Days24/7
    7Performance Evaluation5 Working Days24/7
    8Insurance Registration Request5 Working Days24/7
    9Employee Financial Inquiries5 Working Days24/7
    10Job Data Inquiry5 Working Days24/7
    11Personal Data Inquiry5 Working Days24/7
    12Qualification Inquiry5 Working Days24/7
    13Training Courses Inquiry5 Working Days24/7
    14Personal Documents Inquiry5 Working Days24/7
    15Custody Inquiry5 Working Days24/7
    16Leave Inquiry5 Working Days24/7
    17Academia Portal5 Working Days24/7
    18Applied Diploma Admission Request5 Working Days24/7
    19Bachelor Admission Request for Saudi Students5 Working Days24/7
    20Postgraduate Admission Request5 Working Days24/7
    21Bachelor Completion Request for Diploma Holders5 Working Days24/7
    22Transfer Request to King Khalid University5 Working Days24/7
    23Student Plan5 Working Days24/7
    24Academic Record5 Working Days24/7
    25Official Documents5 Working Days24/7
    26Tawasol5 Working Days24/7
    27My Schedule5 Working Days24/7
    28Academic ProfileImmediate24/7
    29Excellence Rewards (Research Excellence)5 Working Days24/7
    30Faculty Promotions5 Working Days24/7
    31Vehicle Entry Permit Service5 Working Days24/7
    32Medical City Clearance Service5 Working Days24/7
    33Collaborator Account Request Service5 Working Days24/7
    34Educational and Academic Affairs Agency Services5 Working Days24/7
    35IT Support TicketsHigh Priority (4 Hours) / Medium Priority (1 Working Day) / Low Priority (3 Days)24/7
    36Facility Reservation5 Working Days24/7
    37Student Grievance Service (Rights System)5 Working Days24/7
    38Student Excuse Service3 Working Days24/7
    39Self-Service Sales (Nutrition)Immediate24/7
    40Field Education Service5 Working Days24/7
    41EnjazImmediate24/7
    42Mubasher5 Working Days24/7
    43Electronic FormsImmediate24/7
    44Alias NameImmediate24/7
    45EjtimaeiImmediate24/7
    46Event Catering3 Working Days24/7
    47Female Students University Transportation5 Working Days24/7
    48College EvaluationImmediate24/7
    49Electronic Recruitment System for Assistant/Associate ProfessorAccording to the Competition Timeline24/7
    50Academic Recruitment System for Teaching AssistantsAccording to the Competition Timeline24/7
    51Employee Data Update5 Working Days24/7
    52Scientific Journals SystemTwo Months24/7
    53myKKU ApplicationImmediate24/7
    54Internal Cultural Olympiad5 Working Days24/7
    55External Cultural Olympiad5 Working Days24/7
    56Internship5 Working Days24/7
    57Liqaa Service (Remote Appointment)5 Working Days24/7
    58Academic Leadership Nomination Service5 Working Days24/7
    59Student Clubs Management5 Working Days24/7
    60Academic Job Competitions SystemAccording to the Competition Timeline24/7
    61Clearance Service V2.05 Working Days24/7
    62Conference Service5 Working Days24/7
    63Teaching Load Service5 Working Days24/7
    64Leave Interruption Service V2.05 Working Days24/7
    65University Application (Second Version)Immediate24/7
    66Study Plans and Curricula System5 Working Days24/7
    67Teaching Load Service V2.05 Working Days24/7
    68Academic Recommendations5 Working Days24/7
    69KKU Covid19 VaccinationImmediate24/7
    70University Scientific Events Platform5 Working Days24/7
    71Medical Practical Examinations Management Service5 Working Days24/7
    72Technical Services Management System10 Working Days24/7
    73HUBImmediate24/7
    74TahseenImmediate24/7
    75Colleges ReportsImmediate24/7
    76KKU inImmediate24/7
    77Excellence Awards SystemAccording to the Award Timeline24/7
    78Vice Presidency Laboratories Platform (Mesbar)Immediate24/7
    79Approval of Faculty Appointment5 Working Days24/7
    80Human Resources SystemImmediate24/7
    81Digital Wallet for myKKU ApplicationImmediate24/7
    82Leave System5 Working Days24/7
    83R2 Conference Attendance System5 Working Days24/7
    84Interactive Al-Faraa MapImmediate24/7
    85R2 Student Transportation System5 Working Days24/7
    86Imtiaz System – College of Medicine5 Working Days24/7
    87Employee PromotionsAccording to the Promotions Timeline24/7
    88University Skills BankImmediate24/7
    89Contracting System10 Working Days24/7
    90Policy Survey5 Working Days24/7
    91Inquiries and Suggestions3 Working Days24/7
    92Shareek Platform10 Working Days24/7
    93Research Ethics Platform for Living OrganismsOne Month24/7
    94General Cybersecurity PoliciesImmediate24/7
    95Tanfeeth PlatformImmediate24/7
    96Mohtam Housing System5 Working Days24/7
    97Mohtam Procedural System10 Working Days24/7
    98Student Fund10 Working Days24/7
    99Security Survey15 Working Days24/7
    100Question BanksImmediate24/7
    101National Access ServicesImmediate24/7
    102Unified Login PortalImmediate24/7
    103Medical City Reports5 Working Days24/7
    104Laboratory ManagementImmediate24/7
    105E-Services Deanship Training Initiative15 Working Days24/7
    106Mohtam Human Resources System5 Working Days24/7
    107Human Resources Support Services5 Working Days24/7
    108Mohtam Financial SystemImmediate24/7
    109Accounting System5 Working Days24/7
    110Entry PermitsImmediate24/7
    111Administrative Job Promotions SystemOne Month24/7
    112Cybersecurity Communication Platform10 Working Days24/7
    113Student Affairs Deanship Recruitment System15 Working Days24/7
    114Medical City E-Recruitment Portal15 Working Days24/7
    115Applied Medical Sciences Internship10 Working Days24/7
    116Specialized and Standardized Test BookingImmediate24/7
    117Learning Management System10 Days24/7
    118Open Data PlatformImmediate24/7
    119Facilities10 Days24/7
    120Wasl10 Days24/7
    121Smart StudyImmediate24/7
    122Registration in Al-Soudah English Language Development Program5 Working Days24/7
    123Scientific References Auditing PlatformImmediate24/7
    124MubadirunImmediate24/7
    125MirasImmediate24/7
    126Knowledge CenterImmediate24/7
    127Ehtirafi5 Working Days24/7
    128Innovation and Creativity Competition for Deanship Staff5 Working Days24/7
    129Graduation Ceremony InvitationsImmediate24/7
    130About the University and Its HistoryImmediate24/7
    131Service and Procedures Automation IndicatorsImmediate24/7
    132Fikrah5 Working Days24/7
    133Official Transactions Follow-up5 Working Days24/7
    134Flexible Learning Paths5 Working Days24/7
    135FateenImmediate24/7
    136Digital Transformation Strategy Follow-up5 Working Days24/7
    137NewsletterImmediate24/7
    138OsoolImmediate24/7
    139Ajaweed Platform5 Working Days24/7
    140Issuing Accredited Certificates Using Blockchain TechnologyImmediate24/7
    141Electronic Forms – Second EditionImmediate24/7
    142Question BankImmediate24/7
    143Raseen10 Days24/7
    144A+ Service – Knowledge SharingImmediate24/7
    145Scholarship Students Services – Beneficiaries Link5 Working Days24/7
    146Scholarship Requests Management – System Administrator5 Working Days24/7
    147Scholarship Students Services – Users Link5 Working Days24/7
    148Baeth PlatformImmediate24/7
    149Digital Educational PlatformImmediate24/7
    150Student ClubsImmediate24/7
    151Contact DirectoryImmediate24/7
    152Information Technology E-PortalImmediate24/7
    153Digital Transformation AmbassadorsImmediate24/7
    154Saudi Statistical Sciences AssociationImmediate24/7
    155Healthy Abha CityImmediate24/7
    156General Administration of Administrative and Financial AffairsImmediate24/7
    157Saudi Governance AssociationImmediate24/7
    158Saudi Physical Sciences AssociationImmediate24/7
    159Saudi Scientific Teachers AssociationImmediate24/7
    160Saudi Society for Medical EducationImmediate24/7
    161General Administration of InvestmentImmediate24/7
    162General Administration of Human ResourcesImmediate24/7
    163General Administration of Knowledge ResourcesImmediate24/7
    164General Administration of Corporate CommunicationImmediate24/7
    165Scientific Publishing AdministrationImmediate24/7
    166General Administration of International StudentsImmediate24/7
    167General Administration of CybersecurityImmediate24/7
    168Data OfficeImmediate24/7
    169Afaq University NewspaperImmediate24/7
    170Institute of Consulting Studies and ServicesImmediate24/7
    171Design Thinking CenterImmediate24/7
    172English Language CenterImmediate24/7
    173Deanship of Admission and RegistrationImmediate24/7
    174Deanship of Student AffairsImmediate24/7
    175Deanship of Research and Graduate StudiesImmediate24/7
    176Deanship of Development and QualityImmediate24/7
    177College of Sharia and Fundamentals of ReligionImmediate24/7
    178College of Nursing in Khamis MushaitImmediate24/7
    179College of NursingImmediate24/7
    180College of Applied Medical Sciences in Khamis MushaitImmediate24/7
    181College of Applied Medical Sciences in Mahayil AseerImmediate24/7
    182College of Nursing in Mahayil AseerImmediate24/7
    183College of Applied Medical SciencesImmediate24/7
    184College of DentistryImmediate24/7
    185College of PharmacyImmediate24/7
    186College of MedicineImmediate24/7
    187Applied College in Al-MajardahImmediate24/7
    188Applied College in Sarat UbaidahImmediate24/7
    189Applied College in TanomahImmediate24/7
    190Applied College in Dhahran Al-JanoubImmediate24/7
    191Applied College in Rijal AlmaaImmediate24/7
    192Applied College in Mahayil AseerImmediate24/7
    193Applied College in Khamis MushaitImmediate24/7
    194Applied CollegeImmediate24/7
    195College of Architecture and PlanningImmediate24/7
    196College of Computer ScienceImmediate24/7
    197College of ScienceImmediate24/7
    198College of EngineeringImmediate24/7
    199College of BusinessImmediate24/7
    200College of Culture and Arts in Rijal AlmaaImmediate24/7
    201College of Tourism and HospitalityImmediate24/7
    202College of LawImmediate24/7
    203College of Languages and TranslationImmediate24/7
    204College of Arts and HumanitiesImmediate24/7
    205College of EducationImmediate24/7
    Last Modified Date: 15/07/2026 - 09:24 am Saudi Arabia Time