Service Level Agreement for Rai App

The Service Level Agreement (SLA) for the Rai Application aims to clarify and define the quality of services provided through various systems and services, as well as the rights and responsibilities of both the General Irrigation Authority and the beneficiary. This agreement constitutes an explicit and binding understanding between the Authority and all users who interact with its services, regardless of whether they have read the agreement. Therefore, obtaining any service covered by this agreement is considered an implicit and explicit acceptance of all terms and conditions stated herein, without prejudice to any additional agreements that may apply to specific services. The Authority is committed to maintaining fairness, privacy, and confidentiality in handling beneficiaries’ requests and strives to provide high-quality services to all users.

• The General Irrigation Authority is committed to making application services available throughout the week, including weekends and public holidays.
• Beneficiary reports and requests are handled fairly and confidentially, with responses provided through the system, SMS notifications, or direct communication when necessary, depending on the nature of the request.
• The Rai Application allows users to create an account through which they can submit reports, service requests, and applications for services provided by the Authority through its platforms and website, as well as track request progress.
• Service requests must be complete and contain accurate information. Incorrect or incomplete information may result in rejection of the request.
• Applicants bear full responsibility for their selections and compliance with the applicable terms and conditions. Requests that violate these requirements may be excluded.
• When a request is approved, the applicant will be notified via SMS. Users may also track the status of their requests using the report reference number issued by the application.
• Accessing and using the Rai Application constitutes acceptance of all terms and conditions governing its use and forms an explicit agreement between the Authority and its users.
Expected Request Resolution Time:

• The Authority is committed to responding to valid reports and communicating with beneficiaries within the specified timeframe, which may vary depending on the nature of the case.
• The Authority applies accountability measures in cases of failure to respond appropriately to beneficiary reports.
• The Customer Service Department maintains fairness, privacy, and confidentiality when handling beneficiary reports and requests.
• The General Irrigation Authority is committed to resolving login issues and other technical problems that may affect access to any section of the application.
• Customer Service reserves the right to exclude reports unrelated to the Authority’s responsibilities or those containing incorrect information.
• Customer Service may temporarily suspend certain services or systems for maintenance purposes or other operational reasons.
• Users are prohibited from accessing the application with the intent to damage, disrupt, or compromise its content or services.
• Users are encouraged to report any deficiencies, errors, or issues they encounter to help improve the application and its content.
• Applicants bear full responsibility for their selections and compliance with applicable regulations and requirements.

The application includes a dedicated Help and Support section that provides beneficiaries with access to various communication channels, both within and outside the application. It offers the resources needed to assist users while ensuring accessibility for the widest possible audience. To achieve this, the Authority provides written content, multimedia materials, detailed information, and links to various support resources. The General Irrigation Authority is also committed to responding to inquiries and support requests submitted through page Contact Us.