Service Level Agreement
Service Level Agreement for Electronic Services
In line with the Ministry of Hajj and Umrah's approach to enhancing the services provided to its clients, and stemming from the tasks and responsibilities entrusted to it, and in accordance with the noble leadership’s directives to provide services to the Ministry’s clients in the easiest, most convenient, and fastest manner, the Ministry has ensured the provision of electronic services through its electronic portal and smart devices. This aims to facilitate and expedite the completion of official transactions for beneficiaries through the use of the Ministry's dedicated electronic services.
Objective
The purpose of this Electronic Services Level Agreement is to define the level of electronic services provided by the Ministry, as well as the rights and obligations of both the Ministry and the beneficiary. Beneficiaries must adhere to the conditions and requirements of each service.
Privacy and Information Confidentiality
The Ministry places the confidentiality of beneficiary information at the top of its priorities, as outlined in its Privacy Policy.
The following are the obligations of both the Ministry (the service provider) and the service applicant (the beneficiary):
Ministry Rights and Obligations
- Correct messages and requests will be addressed, and communication will be made directly with their originators.
- The Ministry maintains confidentiality and privacy in handling beneficiaries’ requests.
- The Ministry reserves the right to exclude non-compliant or inaccurate requests.
- The Ministry reserves the right to temporarily disable certain services or systems for maintenance or other reasons.
Beneficiary Rights & Duties
- Beneficiary requests are handled fairly and confidentially, with responses provided via website, mobile messages, or email as needed.
- Registration must match the official identity, and entered data must be correct.
- The beneficiary bears full responsibility for their choices and service regulations; non-compliant requests are excluded.
- The beneficiary is prohibited from accessing the site to harm or corrupt it or any of its contents.
- The beneficiary must report any shortcomings, errors, or issues encountered while using the platform."
E-Service Delivery Levels
You can review the service level agreement for all e-services provided by the Ministry via the e-services page.
| Request Type | Beneficiary Satisfaction | Number of Transactions via Electronic Service | Service Completion Time | Service Availability | Digitalization Rate | Service Completion Rate |
|---|---|---|---|---|---|---|
Reserving and issuing Hajj permits for citizens and residents. | 90% | 5525 | 3 working days | 24/7 | 100% | 100% |
Cancellation of Hajj permit reservation. | 66% | 567 | Immediate | 24/7 | 100% | 100% |
Submitting a new transaction. | 92% | 1539 | Immediate | 24/7 | 100% | 100% |
Inquiry about a transaction. | 98% | 8649 | Immediate | 24/7 | 100% | 100% |
Submitting a new transaction from outside the the Kingdom of Saudi Arabia. | 68% | 19152 | Immediate | 24/7 | 100% | 100% |
Distribution of vehicle permits for entering the holy sites. | 94% | 2010 | Immediate | 24/7 | 100% | 100% |
Permit to visit Al-Rawdah Al-Sharifiyah for men | 92.06% | 8,657628 | Immediate | 24/7 | 100% | 79% |
Permit to visit Al-Rawdah Al-Sharifiyah for women | 91.07% | 7,375,016 | Immediate | 24/7 | 100% | 74% |
Umrah permit application | 93.71% | 8,246,996 | Immediate | 24/7 | 65% | 81% |
Reserve Hajj Package | - | 1,710,100 | Immediate | 24/7 | 100% | 98.5% |
Help & Support
The Ministry provides support and assistance to beneficiaries, who can contact through
Guide to handling complaints, reports, and escalation mechanism at the Ministry of Hajj and Umrah