Service Level Agreement
The Service Level Agreement for E-services aims at stating and clarifying the quality level of the services provided through EXIM Bank E-service Portal, as well as the beneficiary rights and duties of EXIM Bank. This Agreement is an explicit agreement between EXIM Bank and all those who desire to benefit from its E-services. Therefore, vising the portal for receiving any of the services included in this Agreement is a consent by who desire to obtain the services to all terms and conditions stated in this Agreement.
Privacy and Confidentiality of Information:
Confidentiality and privacy of the information of users and visitors are the top priorities of EXIM Bank, the Portal exerts all possible efforts to present high-quality services to all beneficiaries through the
privacy Policy and confidentiality of information.
Rights and Duties of Beneficiaries:
1-
The
Digital Services Portal allows user account registration, through which beneficiaries may submit their requests for services and products provided by EXIM Bank through the Portal.
2-
EXIM Bank provides
auxiliary tools to assess the customer's need and provide the right product for him.
3- Registration is limited to citizens and residents of the Kingdom of Saudi Arabia and through the National Single sign-On service.
4- Beneficiaries' requests are addressed fairly and confidentially, and responses will be via the system, SMS, or Emails.
5- Registration should be using the same information in the ID, and the entered data should be correct. Incorrect entered or attached data will lead to discarding the request.
| Service name | Completion Time | Service Availability | notes |
| Lending Service | 45 workdays | 24/7 | Affected by the speed of providing the bank with the necessary requirements for each phase |
| Insurance Service | 45 workdays | 24/7 | Affected by the speed of providing the bank with the necessary requirements for each phase
|
EXIM Bank Rights and Duties:
2- The Portal administration is entitled to discard non-compliant requests or that include incorrect data.
3- The Portal administration is entitled to temporarily suspend some services or systems for maintenance or other reasons.
4- Portal visitors shall not access the Portal with the intention of damaging it or corrupting any of its content.
5- EXIM Bank Portal administration is responsible for solving registration and login issues and other problems related to accessibility to any of the Portal sections.
6- Portal visitors shall report any failure or error, if any, with the aim of improving the content and functions of the Portal.
7- Applicants are fully responsible for their choices and for abiding by the relevant laws and regulations of services provision, in case of violating the same, the Applicant shall be legally responsible without any responsibility toward EXIM Bank.
Help and Support
EXIM Bank Portal includes a section for helping and supporting beneficiaries, through the diverse communication channels in the Portal. This section provides all the kinds of help that EXIM Bank Portal visitors may need. The content is meant to suit the largest possible number of visitors, so different readable and mass media materials are available in different forms, in addition to detailed information and links to some other helpful sections. EXIM Bank Portal administration is also responsible for responding to the inquiries received through the
Contact Us page.
