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Service Level Agreement

E-Services Service Level Agreement SLA

SLA Overview

This Agreement represents a Service Level Agreement between MNG-HA and its target audience for the provisioning of E-services required to support and sustain the services.

MNG-HA is keen to fulfill its satisfaction target audience satisfaction by providing e-services 24/7.

This Agreement herein is valid until further notice.

Below, you can find a list of e-services adhering to the MNG-HA’s required standards, as well as the maximum time to provide such services. Note that this time does not include the completion of missing requirements, as well as the time to be taken by a third party, such as government authorities, in processing the transaction.

Service Scope

The following Services are covered by this Agreement:

  • Patients eServices.
  • Job Seekers.
  • Vendors eServices.
  • Employees eServices.
  • Verification eServices.
  • Mobile Services.

Assistance and Support

Most of MNG-HA e-Services includes a section for assisting and supporting the target audience, in the form of a readable content such as User Guides.

Privacy and Confidentiality of Information

The NGHA implements security measures to protect against unauthorized access to or unauthorized alteration, disclosure or destruction of data. We restrict access to personal information to the NGHA’s business partners who may need to know that information in order to operate, develop or improve our services. These individuals are bound by confidentiality obligations and may be subject to discipline, including termination and criminal prosecution, if they fail to meet these obligations.

For more information regarding the Information security and Site security features, Click Here .

Electronic Service Standards

  • MNG-HA’s e-services are available 24 hours a day, 7 days a week.
  • Service termination, maintenance or scheduled downtimes will be announced in advance through MNG-HA’s official communication channels.

Select service category to explore related services

Service Name Implementation Time Availability Time
Book New Appointment Immediately 24/7
Reschedule Appointment Immediately 24/7
Cancel Appointment Immediately 24/7
Test Results Review Immediately 24/7
Laboratory Results Review Immediately 24/7
Radiology Results and Image Review Immediately 24/7
Special Clinic Results Review Immediately 24/7
Pathology Test Results Review Immediately 24/7
Review and Refill Prescriptions Immediately 24/7
Review Inpatient Prescriptions Immediately 24/7
Review Outpatient Prescriptions Immediately 24/7
Review Emergency Prescriptions Immediately 24/7
Refill Prescriptions Immediately 24/7
Dental Appointments Booking Immediately 24/7
Provide Home Health Care Service 3 Working Days
24/7
Eligibility Review Immediately 24/7
Medical Eligibility and Coordination Status Inquiry-MNGHA Immediately 24/7
Vaccination Information Review Immediately 24/7
Electronic Medical Record Details Review Immediately 24/7
Medical Report Review Immediately 24/7
Request a medical Report Immediately 24/7
Messages Review Immediately 24/7
Inbox Messages Review Immediately 24/7
Outbox Messages Review Immediately 24/7
Notifications Review Immediately 24/7
Suggestions and Complaints Review Immediately 24/7
Education Content Review Immediately 24/7
Previous Visits History Review Immediately 24/7
Outpatient Previous Visit History Review Immediately 24/7
Inpatient Previous Visit History Review Immediately 24/7
Emergency Previous Visit History Review Immediately 24/7
Preventive Tests Review Immediately 24/7
Group Management Immediately 24/7
Grant Access to a Family Member Immediately 24/7
Dependents List Review Immediately 24/7
Add Family Member Immediately 24/7
Dulani Service Review Immediately 24/7
Bynahm Immediately 24/7
Service Name Implementation Time Availability Time
MNGHA Email service Immediately 24/7
Service Name Implementation Time Availability Time
Patient Feedback Service 2 Working Days 24/7
Donors Collecting System 3 Working Days 24/7
Eligibility Request for Medical Treatment in King Abdulaziz Medical City - Riyadh 3 Working Days 24/7
Inter-facility Patient Transfers 3 Working Days 24/7
Employment Certification Verification Immediately 24/7
Sick Leave Request Inquiry Immediately 24/7
Bank Confirmation Letter Immediately 24/7
Medical Report Verification Immediately 24/7
Social Club Membership Verification Immediately 24/7
Earning Statement Letter Immediately 24/7
Movable Assets Immediately 24/7
Find a Location Immediately 24/7
Find MNGHA Professionals Immediately 24/7
Service Name Implementation Time Availability Time
Submit a leave request Immediately 24/7
Submit a Business Leave request Immediately 24/7
Submit a Sick Leave request Immediately 24/7
Submit a Professional Leave request Immediately 24/7
Employee Leave Balance View Immediately 24/7
E-Employment Certificate view Immediately 24/7
Employee Social Club Enrolment request 3 Working Days 24/7
Final Clearance Review 3 Working Days 24/7
School Fees Services Request 3 Working Days 24/7
Payslip Services View 3 Working Days 24/7
Pending Requests Review 3 Working Days 24/7
Delegation Services 3 Working Days 24/7
Employee Social Club Loan Request 3 Working Days 24/7
Service Name Implementation Time Availability Time
RDP Remote Desktop Protocol Immediately 24/7
Service Name Implementation Time Availability Time
Service for Creating Your Resume Account Immediately 24/7
Jobs Search Immediately 24/7
Track Application Status Immediately 24/7
Personal Account Creation Service Immediately 24/7
Service Name Implementation Time Availability Time
Print Vendor Wise PAF Details Sorted by PAF Date Service Immediately 24/7
View (MRR) Material receiving Report Service Immediately 24/7
View PO Details Service Immediately 24/7
View Unpaid Receipts without Invoices Service Immediately 24/7
Request for quotation (RFQ) Service Immediately 24/7
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Last Modified

5/20/2024 4:24 PM