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4. TERMS AND CONDITIONS

​4.1.            General terms and conditions

4.1.1.   All service providers shall comply with the terms and conditions established in The Regulations of General Class License and the Regulations for Classification of Telecommunications Services Licenses.
4.1.2.   All service providers shall:
4.1.2.1.       Notify CITC of any change on the information provided in the application process within the next fifteen days of the change.
4.1.2.2.       Not stop providing the telecommunications Services which they are licensed to provide without prior notification to CITC, except for a Force Majeure that affects the performance of the obligations stated in the License.
4.1.2.3.       Provide services to any customer on non-discriminatory basis. Market practices such as offering free equipment or promotional offers may be implemented if they do not imply unjustified preference or discrimination.
4.1.2.4.       Fulfil the requirements of the Universal Access and Universal Services, if designated as universal service providers by the CITC.
4.1.2.5.       Comply with all the requirements deriving from the regulatory documents regarding lawful interception, data retention, personal data protection, cybersecurity, network security, consumer protection and issuance of billing and/or invoices.
4​.1.2.6.       Procure satellite capacity only from a Registered Satellite Capacity Provider according to the regulatory document “Regulations for Registration of Foreign Satellite System”.
 
4.2.           Special terms and conditions

Additional specific terms and conditions shall be applicable as indicated in this section.
4.2.1.   All service providers shall:
4.2.1.1.       Publish clear, easily accessible information for the subscriber, describing the services, the fees, terms and conditions, quality of services, technical support contacts, and other details that will allow the subscriber to exercise their rights.
4.2.1.2.       Ensure invoices are clear, accurate, written in Arabic, with the possibility of using any other language with it, and easy to understand.
4.2.1.3.       Provide the service that is available, accessible, retain-able, reliable and at performance levels that are in line with recognized international standards and applicable service quality objectives as measured by all relevant network KPI’s and KQI’s as well as end-user satisfaction KPI’s.
4.2.1.4.       Provide a sufficient number of experienced employees to receive complaints received from subscribers and respond promptly to them. Take all reasonable measures to promptly remedy and avoid repetition of all customer complaints regarding the quality or availability of the service.
4.2.1.5.       Only allow the use of type approved equipment and peripheral devices.
4.2.1.6.       Establish the necessary technical means and procedures for monitoring and reporting on system performance and service quality.
4.2.1.7.       The CITC has the right at any time to stop this service if it is proven that the use of the frequencies causes interference to other services or systems in that band that have a higher priority in the National Frequency Plan.
4.2.1.8.       Use frequencies must be used in accordance with the recommendations of the International Telecommunication Union.
4.2.1.9.       Providing internet access services on permanently fixed locations, either to the public or to closed groups will be subject to the CITC pre-approval and under the condition of holding proper permit.
4.2.1.10.    Provide the services using a network operated by a holder of a “Provisioning of Operation Services of NTN Permit” in the Kingdom or apply for a “Provisioning of Operation Services of NTN Permit” to operate systems of identical earth stations.
4.2.1.11.    The provision of the service aboard moving means of transportation registered outside the Kingdom of Saudi Arabia that are transiting the Kingdom’s territory, does not require a license nor authorization.
4.2.1.12.    Include Quality of service (i.e. Geographical coverage and internet UL/DL speeds) in the terms and conditions of the subscriber service agreement.







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