Technical and Academic Support Policy
- Document No.:
- IA-POL-06
- Version:
- 2.0
- Effective Date:
- September 2026
- Scope:
- All training programs and services delivered by the Academy
- Approved by:
- Senior Management of Investment Academy
- Review Cycle:
- Annually, or upon changes to the applicable laws and instructions
1. Purpose
The Academy provides a supportive learning environment that enables beneficiaries to benefit fully from its programs through efficient and professional academic and technical support that ensures continuity of training and quality of the trainee experience. This policy defines the scope of support, its channels, service levels and rules of conduct.
2. Beneficiaries of the Service
- Trainees enrolled in the Academy’s programs.
- Instructors and members of the training faculty.
- Supervisors of the regulators during their visits or requests.
3. Academic Support
- Answering enquiries about studies, courses and program requirements.
- Academic guidance and assistance in understanding the study and assessment mechanisms.
- Following up academic difficulties and finding suitable solutions in coordination with the departments concerned.
4. Technical Support
- Platform login and account recovery.
- Resolving technical issues related to virtual lectures and online classrooms.
- Assistance with submitting assignments, sitting online examinations and downloading certificates.
- Guidance on using the platform and its tools.
- Remote access to a beneficiary’s device is performed only with their explicit consent, in their presence and for a specified purpose.
5. Channels and Service Levels
- Unified number:8003011100
- WhatsApp Business:8003011100
- Email:admin@ia.edu.sa
- Online form:https://ia.edu.sa/contact
In addition, enrolled trainees have a support channel inside the trainee dashboard, and trainees and instructors have the chat channel inside the virtual classroom during a session.
| Channel | Service hours | Target response |
|---|---|---|
| Unified number and WhatsApp Business | Sunday to Thursday, 9:00 am to 5:00 pm, and during training sessions | First response within one business hour |
| Email and online form | Received around the clock and processed during business hours | First response within one business day |
| Support inside the virtual classroom | Throughout the session | During the session |
- First response means acknowledging the request and contacting the requester; answers to academic enquiries follow the Academic Communication Policy (IA-POL-16).
- Requests are handled according to their priority and nature; issues preventing attendance of a live session or the sitting of an examination take precedence.
- Planned service interruptions are announced in advance where possible, and general outages are announced upon detection with the expected time to resolution.
- A request not resolved within a reasonable period for its nature is escalated to Quality Management, and the beneficiary may lodge a complaint under the Complaints and Grievances Mechanism (IA-POL-08).
6. Beneficiary Responsibilities
- Describe the issue or enquiry precisely, attaching screenshots or error messages where needed.
- Use only the approved official channels.
- Observe courtesy and mutual respect, and refrain from any abuse or discussion outside the subject of the request.
7. Obligations of the Support Team
- Handle all requests professionally, confidentially and impartially.
- Respond within the target periods and follow the request through to closure or appropriate guidance.
- Document requests and their outcomes for continuous improvement and quality measurement.