Service Level Agreement (SLA)

Services Level Agreements

The General Authority of Small and Medium Enterprises, Monsha’at, places its customers’ satisfaction at the top of its priorities, offering a seamless user experience to its users and beneficiaries. The table below outlines the turnaround time for the completion and implementation of these services after filing all required data and providing supporting documents. This does not include the time taken if the service requires the presence of a third party. All customers must adhere to the terms and conditions of each service as described in the E-service Guide.

Help and Support.

If you are not satisfied with the e-service provided, do not hesitate to get in touch via the following e-mail: Info@monshaat.gov.sa

Table below outlines the response time according to the service type:

Turnaround Time for Completing and Implementing the Request	E-services
Tomoh Program	Closing the request within 5-10 days from the date of its submission, according to the program type.
Training Program	Approval according to the start date of the training program.
Guiding Program	Approval within 2 business days from the date of submitting the request.
Consulting Program	Approval within 1 business day from the date of submitting the request.
My Enterprise 360 Program	Service available immediately
Mazaya	Service providers: Response to the request within 15 working days from the date of its submission. Targeted Enterprises: Request accepted or rejected within 10 business days from the date of its submission.
Tomoh For Franchising	20 working days through the Franchise Center platform.
Entity and Service Guide	Approval within 30 business days from the date of submitting the request.
Business Incubators Licensing	Approval within 30 business days from the date of submitting the request.
Brand Evaluation	7 working days through the Franchise Center platform
The Franchise Licensing Suspension	Immediate
Qualification and licensing of franchise brokers	15 working days through the Franchise Center platform
Certificate of Startup Size	Immediate
Enterprises’ Challenges Program	10 working days
Jadeer Service	3 working days
Social Enterprise Accreditation Certification Service	15 working days
Business Atlas	Immediate
Displaying trademarks and their franchise opportunities	7 working days
Open Data	Immediate
Supporting Entrepreneurial Projects for Investment Growth and Development Program	According to the program schedule
University Startup Capacity Development Program	According to the program schedule
Business Camps	According to the program schedule
Thakaa Pioneers Program	According to the program schedule
Ebtker Annual Award	According to the award schedule
The Franchise Manager	7 working days from the date of application submission
Monsha’at Accelerators	According to the accelerator schedule
Thakaa Challenges (Teams)	According to the challenge schedule
Innovation Challenges	According to the challenge schedule
Innovation Library	Immediate

Thakaa Library - in emerging technologies	Immediate
Market insights and publications (E-commerce)	Immediate
Success stories and case studies (E-commerce)	Immediate
Retail sector reports	Immediate
Entrepreneurship Funds	Immediate
Government Cost Calculator	Immediate
Franchise Brokers Guide	Immediate
Store Operation Manual	Immediate

Innovation System Services Guide	Immediate
Step-by-step guide to start E-commerce	Immediate
E-commerce Guidelines	Immediate
Self-assessment questionnaire	Immediate
Interactive Business Innovation Journey	Immediate
Investing in innovative enterprises	Immediate
Providing spaces for businesses in commercial shopping centers	10 working days
Consultations on emerging technologies (Thakaa experts)	Approval in accordance with the consultation session schedule
Thakaa Opportunities	According to the program schedule

Supporting innovators - in emerging technology competitions and challenges	According to the program schedule
Setting up and providing shared workspaces	5 working days