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Service Delivery Policy

Effective Date: October 13, 2025
Last Updated: October 13, 2025

Introduction

This Service Delivery Policy outlines how Hazza Institute of Technology delivers educational services, course materials, and related resources to our students. This policy ensures transparency and sets clear expectations for the delivery of our training courses and programs.

1. Service Overview

Hazza Institute of Technology provides the following services:

  • Technology training courses and programs
  • Professional certification programs
  • Micro-degree programs
  • Short courses and skill development programs
  • Corporate training solutions
  • Career guidance and employment assistance
  • Course materials and resources
  • Certificates upon successful completion

2. Course Delivery Methods

2.1 In-Person Training

Physical Classroom Training:

  • Conducted at our campus locations across Pakistan
  • Face-to-face instruction with experienced trainers
  • Access to computer labs and equipment
  • Hands-on practical sessions
  • Peer interaction and networking opportunities

Campus Locations:

  • Islamabad: Plot #39, Sector H-9/4
  • Karachi: 1st Floor, NASTP, Shahra-e-Faisal
  • Lahore: PACE, 5th floor, Model Town Link Road
  • Faisalabad: Sitara Techno Park, East Canal Road
  • Peshawar: 3rd Floor, City Tower, Main University Road
  • Chilas: Near Boys Scouts, Chilas-Gilgit-Baltistan
  • Muzaffarabad: Ujala Complex, Srinagar Road, Ravani
  • Kharan: Quetta Road, Near Grid Station, Balochistan

2.2 Online Training

Virtual Classroom Sessions:

  • Live online classes via video conferencing platforms
  • Interactive sessions with instructors
  • Screen sharing and demonstrations
  • Real-time Q&A and support
  • Recorded sessions for later review (when available)

Requirements:

  • Stable internet connection (minimum 2 Mbps)
  • Computer/laptop with webcam and microphone
  • Updated web browser or required software
  • Email address for communication

2.3 Hybrid Training

Blended Learning:

  • Combination of in-person and online sessions
  • Flexibility to suit student schedules
  • Access to both physical and digital resources
  • Interactive learning experience

3. Course Access and Commencement

3.1 Course Access Timeline

After successful payment:

  • In-Person Courses: Access begins on scheduled course start date
  • Online Courses: Login credentials provided within 24-48 hours
  • Course Materials: Available upon course commencement or earlier
  • Learning Portal: Access granted after enrollment confirmation

3.2 Pre-Course Communication

Before course starts, students receive:

  • Welcome email with course details
  • Schedule and timetable
  • Campus location and directions (for in-person)
  • Login credentials (for online courses)
  • Required software or tool information
  • Instructor contact information
  • Course syllabus and expectations

3.3 Delays in Course Commencement

If course start is delayed:

  • Students will be notified at least 3-5 days in advance
  • Alternative dates will be provided
  • Full refund option available if new dates don’t suit
  • No penalty or charges for Institute-caused delays

4. Course Materials Delivery

4.1 Digital Materials

Electronic Resources Include:

  • Course presentations and lecture notes
  • E-books and reading materials
  • Video tutorials and recordings
  • Practice exercises and assignments
  • Software tools and applications (when applicable)
  • Additional reference materials

Delivery Method:

  • Accessible through online learning portal
  • Email delivery (for smaller files)
  • Download links provided
  • Cloud storage access (when applicable)

Access Timeline:

  • Available on course start date or earlier
  • 24/7 access throughout course duration
  • Retained access for 30-90 days after course completion (varies by course)

4.2 Physical Materials

Printed Materials Include:

  • Course handbooks and guides
  • Reference books (when included)
  • Practice workbooks
  • Certificate of completion

Delivery Method:

  • Handed out during first class (for in-person courses)
  • Courier delivery for online students (if applicable)
  • Available for pickup at campus

Delivery Timeline:

  • Available on first day of class (in-person)
  • Shipped within 3-5 business days (online courses)
  • Delivery within 7-14 business days depending on location

4.3 Shipping for Physical Materials

When physical materials are shipped:

  • Domestic shipping within Pakistan
  • Shipping to major cities: 5-7 business days
  • Shipping to remote areas: 10-14 business days
  • Tracking information provided when available
  • Shipping costs included in course fees (unless otherwise stated)

Shipping Issues:

  • Contact us immediately if materials not received within expected timeframe
  • Replacement shipment arranged for lost/damaged items
  • No additional charges for re-shipment due to courier errors

5. Course Schedule and Duration

5.1 Course Timetable

  • Detailed schedule provided before course start
  • Class timings clearly communicated
  • Regular updates for any schedule changes
  • Minimum 24-hour notice for any schedule modifications

5.2 Course Duration

  • Course duration varies by program (ranges from 2 weeks to 6 months)
  • Total hours and weekly commitment specified during enrollment
  • Extensions available in special circumstances (approval required)
  • Completion deadline communicated at course start

5.3 Class Cancellations

By the Institute:

  • Advance notice provided (minimum 24 hours when possible)
  • Make-up classes scheduled
  • No deduction from course content
  • Alternative arrangements communicated promptly

By the Student:

  • Inform instructor/administration in advance
  • Access to recorded sessions (when available)
  • Self-study materials provided
  • Catch-up support available

6. Assessment and Certification

6.1 Assessments

Types of Assessments:

  • Quizzes and tests
  • Practical assignments
  • Projects and case studies
  • Final examinations
  • Presentations (course dependent)

Assessment Schedule:

  • Assessment dates communicated in advance
  • Results provided within 7-14 days
  • Feedback and guidance for improvement
  • Re-assessment opportunities (as per course policy)

6.2 Certificate Issuance

Timeline:

  • Certificates issued within 15-30 days after successful course completion
  • Digital certificates: Available within 7-14 days
  • Physical certificates: Available for collection or shipped

Certificate Delivery:

  • Digital Certificates:
    • Sent via email in PDF format
    • Downloadable from student portal
    • Verification code included
  • Physical Certificates:
    • Available for pickup at issuing campus
    • Or shipped via courier to registered address
    • Shipping time: 5-10 business days within Pakistan
    • International shipping: 15-30 business days (if applicable)

Certificate Requirements:

  • Minimum attendance requirement met (usually 75-80%)
  • All assessments completed
  • Course fees fully paid
  • No outstanding dues or obligations

6.3 Certificate Verification

  • All certificates can be verified online
  • Verification service available to employers and institutions
  • Unique certificate number for authentication
  • Quick verification turnaround (24-48 hours)

7. Student Support Services

7.1 Technical Support

For Online Courses:

  • Technical support available during course hours
  • Email support: support@hazzainstitute.org
  • Response time: 24-48 hours
  • Help with login issues, access problems, platform navigation

Support Hours:

  • Monday – Saturday: 9:00 AM – 5:00 PM (PKT)
  • Emergency support for critical issues

7.2 Academic Support

  • Instructor office hours for consultations
  • Email support from course instructors
  • Additional tutoring sessions (when available)
  • Study groups and peer support encouraged
  • Extra practice materials and resources

7.3 Administrative Support

  • Student services team available for queries
  • Assistance with enrollment, payments, certificates
  • Career guidance and counseling
  • Employment assistance and job placement support

Contact Methods:

  • Email: contact@hazzainstitute.org
  • Phone: (051) 9265577
  • In-person at any campus
  • Online inquiry form on website

8. Quality Assurance

8.1 Course Quality

We ensure quality through:

  • Experienced and qualified instructors
  • Updated curriculum aligned with industry standards
  • Regular course content reviews and updates
  • Industry-relevant practical training
  • Modern teaching methodologies

8.2 Feedback Mechanism

  • Regular student feedback collection
  • Course evaluation surveys
  • Continuous improvement based on feedback
  • Open communication channels

8.3 Instructor Quality

  • Qualified professionals with industry experience
  • Regular training and development
  • Performance monitoring and evaluation
  • Student feedback considered

9. Service Interruptions

9.1 Planned Interruptions

  • Scheduled maintenance communicated in advance
  • Minimal disruption to course delivery
  • Alternative arrangements made when necessary
  • Updates provided via email and website

9.2 Unplanned Interruptions

Due to Technical Issues:

  • Immediate notification to affected students
  • Quick resolution efforts
  • Extended access to compensate for downtime
  • Alternative delivery methods when possible

Due to Force Majeure:

  • Natural disasters, pandemics, government restrictions
  • Alternative delivery methods implemented (online/hybrid)
  • Course extensions provided
  • Flexible policies during emergencies

10. Employment Assistance Services

10.1 Career Services Included

  • Resume/CV building workshops
  • Interview preparation guidance
  • Job search strategies
  • Industry networking opportunities
  • Job postings and opportunities shared
  • Career counseling sessions

10.2 Service Delivery

  • Career services begin during course
  • Continued support for 3-6 months post-completion
  • Job opportunity notifications via email
  • One-on-one career counseling sessions

10.3 Important Note

  • Employment assistance does not guarantee job placement
  • Job placement depends on market conditions and individual qualifications
  • We facilitate connections but hiring decisions are employer’s discretion

11. Communication Channels

11.1 Primary Communication

  • Email: Primary method for official communication
  • Check email regularly for updates
  • Response time: 24-48 hours for general queries
  • Urgent matters addressed promptly

11.2 Emergency Communication

  • SMS/WhatsApp for urgent updates
  • Emergency contact number: (051) 9265577
  • Campus-specific contact numbers available

11.3 Updates and Announcements

  • Website: https://hazzainstitute.org/
  • Email notifications
  • Student portal announcements
  • Social media (Facebook, Instagram, LinkedIn)

12. Service Standards and Commitments

12.1 Our Commitments

We commit to:

  • Deliver courses as per schedule and syllabus
  • Provide qualified instructors
  • Maintain quality standards
  • Respond to queries within 24-48 hours
  • Issue certificates within promised timeframe
  • Maintain transparent communication
  • Respect student privacy and data protection

12.2 Student Responsibilities

Students are expected to:

  • Attend classes regularly
  • Complete assignments and assessments
  • Meet course requirements
  • Provide accurate information
  • Maintain respectful conduct
  • Follow Institute policies
  • Keep contact information updated

13. Service Modifications

13.1 Course Content Updates

  • Course content may be updated to reflect industry changes
  • Students will be notified of significant changes
  • Updates aim to enhance learning experience
  • Core curriculum objectives remain consistent

13.2 Delivery Method Changes

  • Delivery method may change due to circumstances
  • In-person may shift to online (during emergencies)
  • Students notified in advance when possible
  • Quality of education maintained across formats

14. Accessibility

14.1 Physical Accessibility

  • Wheelchair access at major campuses (where possible)
  • Special accommodations for students with disabilities
  • Contact us in advance to arrange accommodations

14.2 Digital Accessibility

  • User-friendly learning platforms
  • Mobile-compatible interfaces
  • Support for various devices and browsers
  • Assistance available for technical challenges

15. Service Areas

15.1 Geographic Coverage

Physical Campus Services:

  • Available in 8 cities across Pakistan
  • See campus locations section for details

Online Services:

  • Available nationwide in Pakistan
  • Accessible from anywhere with internet
  • International students may enroll (subject to availability)

15.2 Language

  • Primary language of instruction: English/Urdu
  • Course-specific language specified during enrollment
  • Support available in English and Urdu

16. Complaints and Issues

16.1 Service Issues

If you experience service delivery issues:

  • Contact student services immediately
  • Provide details of the issue
  • We will investigate and respond within 5-7 business days
  • Resolution or compensation as appropriate

16.2 Complaint Resolution

  • Complaints taken seriously
  • Fair and timely investigation
  • Regular updates during resolution process
  • Escalation to senior management if needed

17. Policy Updates

This Service Delivery Policy may be updated periodically:

  • Changes posted on website
  • Updated “Last Updated” date
  • Students notified of significant changes
  • New enrollments subject to current policy

18. Contact Information

For questions about service delivery:

Hazza Institute of Technology

Main Campus: Plot #39, Sector H-9/4, Islamabad, 44090, Pakistan

Phone: (051) 9265577

Email: contact@hazzainstitute.org

Website: https://hazzainstitute.org/

Student Support: support@hazzainstitute.org (if available)

Office Hours: Monday – Saturday, 9:00 AM – 5:00 PM (PKT)

19. Additional Resources

  • Student Handbook: Available on student portal
  • FAQ Section: Visit our website
  • Video Tutorials: Platform navigation guides
  • Orientation Sessions: Scheduled at course start

Acknowledgment

By enrolling in our courses, you acknowledge that you have read and understood this Service Delivery Policy and agree to the terms outlined herein.

For the most up-to-date version of this policy, please visit: https://hazzainstitute.org/service-delivery-policy

Last Reviewed: October 13, 2025