Technical Support Policy


The aim of the Technical Support Policy is to clarify the procedures and details related to providing technical support services to beneficiaries of the services of the Reach Skills Training Center platform, with the aim of assisting and supporting them in case of technical issues hindering the training process. The centre’s management also commits to providing continuous technical, and educational support to all beneficiaries of the training platform management system in all programs through available channels announced on the training platform.


1- Technical Support Channels:

  • Direct contact with technical support via phone or WhatsApp.
  • Submitting a request for communication by raising a request through the support system.
  • Using social media applications.

2- Services Covered by Technical Support:

  • Identifying the type of issue (software or hardware) by the technical support team.
  • Guiding the beneficiary to the correct procedure to resolve the issue.
  • Providing continuous support to resolve technical problems and difficulties.
  • Monitoring user logins to the platform and participation in courses.
  • Technical supervision and monitoring of courses.
  • Implementing security measures to protect the site.

3- Expected Response Times for Technical Support Requests:

  • Immediate response in case of direct contact via phone.
  • Response within an hour when using social media or WhatsApp.

4- Technical Support Team Working Hours:

  • Sunday to Thursday from 9:00 AM to 5:30 PM.

5- Procedure in Case of Non-Response Within the Specified Timeframe:

  • Escalation by sending an email to the general management via email:
  • Response within an hour and prompt guidance of technical support to resolve the issue.

This policy applies to all beneficiaries of the services of the Reach Skills Training Center platform, and the entity is committed to ensuring its enforcement. All employees of the centre must comply with it, and any violation of this policy exposes the violator to appropriate disciplinary actions according to the policies and procedures followed at the Reach Skills Training Center.

Procedure for Complaints and Suggestions


Reach Skills Training Center adopts organised procedures for receiving and processing complaints and suggestions to enhance the trainees’ experience and improve the level of services provided. The detailed procedure for submitting complaints and suggestions and the processing steps are as follows:

Methods of Communication for Submitting Complaints and Suggestions:

  1. Direct communication via phone: Trainees and beneficiaries can submit their complaints and suggestions by directly calling the following numbers:


  2. Steps for Processing Complaints and Suggestions:
  • Submitting the complaint/suggestion: The process starts with submitting the complaint or suggestion through the previously mentioned phone numbers.
  • Recording and referral: Upon receipt, the details related to the complaint or suggestion are accurately recorded and referred to the appropriate management within the centre for processing.
  • Investigation and communication: A specialised team takes the responsibility of carefully studying the raised issue and communicating with the complainant or suggester to gather any additional information that may be required and clarify the processing steps.
  • Resolution within three working days: The centre works on addressing and resolving the complaint or studying the suggestion and responding to it within a period not exceeding three working days from the date of receipt.
  • Escalation when necessary: In case a satisfactory resolution is not reached within the specified period, the matter is escalated to the senior management to make necessary decisions, and the complainant or suggester can directly contact the senior management via email:

This procedure ensures that every voice is heard and every comment is valued as an integral part of the continuous improvement process of the provided services and the enhancement of transparency and accountability in all interactions.