For answers to any question please contact us

 

 

  • Objective of the service level agreement (SLA)

• Determine the period of time for all the companies licensing services provided by the Saudi Energy Efficiency Center and clarify it to the beneficiaries, in addition to specifying a method of escalation in case the service is not completed on time.

• Scope of service

 

Applications for company licenses are processed through the portal of energy services companies for the following licenses:

- Energy audit license

- Energy Services Companies License

- Industrial energy audit license

After the availability of all necessary information and requirements according to the time agreed upon in the service level agreement, as well as the maximum time to provide the e-services. It is notable that this time does not include the completion of deficiencies, in case the client did not provide all the required information, as well as the time to be taken by a third party, such as the government authorities, in processing the transaction.

 

• Terms and Conditions

 

Term of Service Agreement: The Service Level Agreement will remain in force from the date of its publication in the Energy Services Companies Portal.

Timings of implementation of the agreement: Services that are executed immediately are performed on weekdays and at any time. Services during working days are performed on official working hours from Sunday to Thursday from 8:00 am to 3:00 pm

• Help and Support:

 

The Energy Services Companies portal includes a section to assist and support the audience of beneficiaries. Therefore, readable content and media materials are provided in various formats, along with detailed information and links to some forms of help such as: FAQ, Live chat, Terms of Use, and Privacy Policy.

• Privacy and confidentiality of information:

The Energy Services Companies portal puts the confidentiality of its users 'and visitors' information at the top of its list of priorities and the portal administration is making all efforts to provide high-quality services to all beneficiaries.

• The time taken to implement the services:

 

Electronic Services	Service Type	Time  (working days)	service available
Energy audit license (Full/ Provisional )	Issue / Renewal	15 Day	24 /7​
Energy Services Companies License (Full/ Provisional )	Issue / Renewal	15 Day	24 /7​​
Industrial energy audit license (Full/ Provisional )	Issue / Renewal	15 Day	24 /7​​

 

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• The Communication And Participation Mechanism

 

the portal administration is committed to interacting and responding to inquiries requests received through the contact us page and live chat  feature.

 

 

 • Mechanism and responsibility for escalation   

In the event that the response is not made within the time specified in the agreement, the applicant can escalate through the Contact Us page and the request will be transferred to the responsible person, and the Saudi Energy Efficiency Center is obliged to respond and explain the reason for the delay