1- The terms and conditions for providing the service are subject to the laws, regulations, and systems in force in the Kingdom of Saudi Arabia, including the regulations issued by the Communications and Information Technology Commission.
2- If stc is unable to provide the service at the time specified by the customer when receiving the service request and all required information is met, stc will notify the customer of the expected service delivery time within a maximum of 10 days.
3- The commitment period for the subscribed service is a minimum of 12 months and a maximum of 24 months (2 years) from the activation date.
4- There are no additional fees for a speed reduction. However, installation fees apply if the customer requests a speed upgrade to 10 Mbps or higher.
5- Installation fees apply if the customer requests a technology change from wired to wireless.
6- If the service is requested to be moved from one location to another using the same technology, a fee of 50% of the installation fees will be applied.
7- The service will be temporarily suspended if payment is not made within 60 days from the invoice date. The service will be permanently disconnected if payment is not made within 120 days from the invoice date, and the penalty as per item 5 above will be applied.
8- If the service is refused after being delivered to the site or if the service is canceled after the contract is signed and approved, the customer is obligated to pay the costs of service delivery as specified in the technical and financial offer document or the customer's contract.
9- If the service is suspended at the customer's request, the following applies:
In case the service is provided via a wired connection:
• If the service is provided via fiber optics, A 100% discount is applied for the first two months, followed by a 50% discount for the next 10 months, and then the customer is billed normally.
In case the service is provided via a wireless connection:
• If the service is provided via microwave or if the service is provided via fixed wireless access technologies (5G/4G), A 50% discount is applied for 12 months, and then the customer is billed normally.
10- The service availability rate is 97%.
11- In case of service misuse by the customer, or using the service in a way that contradicts its inherent nature or the purpose for which it was provided, or a violation of a contract term agreed upon between the customer and stc, stc has the right to immediately disconnect the service and take legal action to protect its rights. The penalty as per item 5 above will also be applied to the customer.
12- The devices are owned by stc, and the company has the right to retrieve them at the end of the contract period. In case the devices are damaged or not handed over, the customer is obligated to pay 25,000 SAR for wireless devices and 500 SAR for wired devices.
13- The customer is not entitled to move the service from one location to another without the company's approval.
14- The prices and speeds for this service are as stated in the service summary above.
15- Prices do not include VAT.
16- The Service Level Agreement document specifies the indicators to be measured against the provided service, which applies to the Dedicated Internet Access (DIAS) service.
17- Prices do not include any custom technical requirements provided at the customer's request.
18- Faults will be repaired within a maximum of 96 hours, with the exception of those caused by the customer, a third party, cable cuts, or the following cases:
• A problem with the customer's internal wiring.
• Force majeure events such as war, earthquakes, volcanoes, etc.
• Electrical problems from electricity providers.
• Problems related to the customer's internal systems, applications, and devices that are not within the company's scope or responsibility.
19- Contact and escalation are through the company's channels:
• Account Manager. For escalation, send an email to 909@stc.com.sa.
• Call the Customer Care Center at 909.
• Contact through service offices.
• Live chat on the website my.stc.com.sa.
• stc business application.
20- Penalties:
• In the event of contract termination before the end of the commitment period, a penalty of 25,000 SAR will be applied for services provided via wireless access technologies.
