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Service Level Agreement

 

 

First: Electronic Service Level Agreement

 

The National Cybersecurity Authority (NCA) is committed to providing high-quality electronic services to users. In accordance with the directives of the esteemed leadership, NCA strives to ensure user satisfaction by offering the services of the National Cybersecurity Services Portal "Haseen" in a convenient and accessible manner.

Please note that the estimated service time does not account for requests involving 3rd parties (other government agencies), incomplete information provided by the user, and unforeseen circumstances (internal or external) beyond NCA’s control. Users must comply with the terms and conditions of the “Haseen” portal, in addition to each request requirement – as outlined in each service card.

 

Second: Help and Support

 

The Haseen portal offers comprehensive support to its users through various channels, including readable content, detailed information, user guides, frequently asked questions, and communication channels, such as: call centers and email, etc.

 

Third: Levels of Electronic Services

 

#

Service

Estimated Time for Service Completion

Estimated Service Availability Time

1

Creating Records Required for Email Authentication Protocols Services

Instant

24/7

2

Verification of Email Authentication Protocol Implementation Services

Instant

24/7

3

Identify Domain Name Verification Level

Instant

24/7

4

File Examination Service

5 Minutes

24/7

5

Awareness Kit

Instant

24/7

6

Registration of Cybersecurity Service, Product, or Solution Providers

20 Working days

24/7

7

Interactive SCyWF Framework

Instant

24/7

8

Current and Future Cyber Workforce Management

Instant

24/7

9

Links Examination Services

5 Minutes

24/7

10

Cybersecurity services providers licensing

90 Working days

24/7

11

Self-Assessment Processes

Instant

24/7

12

External Assessment Processes

22-5 Working days

24/7

13

Digital Knowledge Management

Instant

24/7

14

Cybersecurity Risk Management

Instant

24/7

15

Reports

Instant - 5 Working days

24/7

16

Requests Management

Instant - 5 Working days

24/7

17

Enrichment Information

5-3 Working days

24/7

18

Technical Assessment

22-5 Working days

24/7

19

Cyber Incident Response

Within 24 Hours

24/7

20

Report an incident

Instant

24/7

21

Security alerts

Instant

24/7

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