Technical Support Policy

The Technical Support Policy aims to clarify the procedures and information related to providing technical support services to beneficiaries of the Institute’s services, in order to assist them when technical issues hinder the continuity of the training process.
The platform management is also committed to providing continuous technical, technological, and educational support to all beneficiaries of the Learning Management System/training platform across all programs through the available channels published on the entity’s website or training platform.

Services Covered by Technical Support:

Regular updates and workshops.

Training for administrative staff.

Performance reports and analytics.

Policy for Escalating Technical Requests in Case of No Response Within the Specified Timeframe

Scope:
This policy applies to all beneficiaries of the services of the Mining Resources Institute, and all staff members at the institute are obligated to implement it. Any violation of this policy will be subject to the disciplinary procedures approved by the academy.

Objective:
This policy aims to ensure an effective and timely response to all technical requests and inquiries by establishing a clear escalation mechanism in case of no response within the specified timeframe.

Procedures:

Monitoring Stage:
Requests are monitored periodically to ensure compliance with the defined response time frames.
Defining the Response Time:
A standardized response time is set for handling requests (e.g., a maximum of 48 business hours).
Preliminary Reminder:
If the specified time limit is about to expire without a response, an automatic reminder is sent to the responsible technical team.
Escalating the Request:
If no response is received within the specified timeframe, the request will be escalated to the relevant higher supervisory authority.
Analyzing the Cause:
The reasons for the delay are studied, and necessary actions are taken to prevent recurrence and improve the quality of responses.

Commitment of the Platform Management:

The platform management is committed to providing continuous technical, technological, and educational support to all beneficiaries of the Learning Management System and the training platform, through the official channels announced on the website and the training platform of the entity.