Products Policies

PRODUCTSPOLICIES MANUAL 2018

Products Policies

Mobily has a diverse range of products and regulates their use through business rules.

Eachproduct has a set of limits and legal responsibilities for Mobily,employees and customers that must be followed.

Mobily uses formal credit checking, scoring matrixesand customer history to make decisions on contracts and agreements

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PRODUCTSPOLICIES MANUAL 2018

Postpaid Customer Rules General Customers: All individual customers holding national ID or Port in: Customers request to move from other operators to Mobily network.

Postpaid Policy

Visitors: are not eligible for postpaid subscription.

Other customer: classifications such as Members of the Royal Family, individual VIPs, and Raqi customers are covered in the VIP Policy.

Minimum age is 15 Female customers: can apply with the family card in female outlets only.

Mu’raf is required in all other outlets and must be the father, husband, son or brother, aged 18 and provide national ID Bodoon community are not eligible 02

PRODUCTSPOLICIES MANUAL 2018

Minimum Subscription for Postpaid The minimum subscription is one month The customer can cancelafter the 3 day warranty period but would lose remaining beneďŹ ts

A customer can apply on behalf of another person if: A veriďŹ ed letter of attorney from the chamber of commerce or special letter of attorney for Mobily from the chamber of commerce or customers bank 03

Authorisation letter from a court of law

PRODUCTSPOLICIES

Maximum Numbers and Account Restrictions

MANUAL 2018

Mobily has set limits on the number of lines per person: Nationality

Numberof line per person

Exceptions& Authority's

SaudiCustomer

6

15

Non-SaudiCustomer ( Professional)

4

8

Non-SaudiCustomers( Worker )

1

4

Port in / Saudi or nonSoudi

5 linesin addition to the above

5 linesin addition to the above

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PRODUCTSPOLICIES MANUAL 2018

Rules

SIMpacks can be returned within 3 days, make sure there have not been any calls Set up fee is non-refundable Port in customers can cancel in advance with no charges applicable Shop Manager can extend the warranty to 1 week If the line is OGbarred or FBthen the amount should be used for payment Credit checks must be paid for new an existing customers Deposit cannot be used as prepayment in the first 90 days, after this point the deposit can be used for payment Scoring matrix is used to minimize bad debt risk Credit limits can be changed after verification to the standard package rate Riskmanagement team can make decisions about credit limits –no one else can do this Credit limits can only be changed after 3 months

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PRODUCTSPOLICIES MANUAL 2018

Ownership can be transferred in a Mobily store as long as the account balance is clear

Account Management

Port in customers can swap their number New SIMS are charged Roaming must be requested by the customer Customers are notiďŹ ed prior to being disconnected Customers can make partial payments if they reach their credit limit Customers can terminate the agreement at any time but must clear the balance Customers can upgrade or downgrade their package once during a billing cycle Postpaid to prepaid migration is possible if the balance is clear 06

PRODUCTSPOLICIES MANUAL 2018

Billing

Customers can request an itemised bill Only shop managers or supervisors can print instore bills, customers must be validated by their ID Customers have 23 days to pay the bill

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PRODUCTSPOLICIES MANUAL 2018

Prepaid Packages Minimum age is 15 Female customers can apply with the family card in al Jawrha outlet only. Mu’raf is required in all other outlets and must be the father, husband, son or brother or uncle aged 18 and provide national ID Letters of attorney must be shown to get a line for someone else The maximum number of prepaid lines is 10 Prepaid packages are not returnable There are only 3 packages; Prime, 7ala International (for visitors) and Hearing and Speech impaired 08

PRODUCTSPOLICIES MANUAL 2018

Prepaid Life Cycle Prepaid packages are valid for 180 days

Outgoing calls are barred during the 15 day grace 1 period

Outgoing and incoming calls are barred during the 60 grace 2 period

Customers can migrate old packages for a small fee

Transfer of ownership can only be carried out in a agship or fully branded store Numbers can be swapped A recharge voucher is valid for 2 years with a maximum account balance of 10,000 SAR

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Roaming service is automatically activated Package can be terminated in a Mobily outlet

PRODUCTSPOLICIES MANUAL 2018

Customers can recharge in the following ways:

Recharging

Recharge vouchers

M-PAY: minimum transaction amount to be SAR 5 Cash Payment Machine (PCPM): minimum transaction amount to be SAR 10 Siebel system: through Mobily outlet

ATM machines: minimum transaction amount to be SAR 1

If the customer has a negative balance they can request 5 SAR balance to call emergency services

OG and FB barred customers, or visitors with less than 6 months left in the kingdom are not eligible for the emergency services balance 10

PRODUCTSPOLICIES MANUAL 2018

Subsidy and Cashback

Customers can by discounted Mobily devices with 12 month contracts

Customer can get total is 10 devices;2 devicesunder subsidy (will be 3 in a later stage) 8 devicesunder Cashback.

If the customer wants to get more devicesafter he finished the allowed quantity, then he has to pay the remaining amount of one device or more (for subsidy).

Sales agent should advice the customer to go for Cashback offers in case they are not eligibleto get the subsidy offer, (this is really criticalto make sure any visiting customer will go with one option).

Commitment form must be printed from system and get customer signature.

If the customer disconnect his line before the end of the commitment period, he should pay a penalty fees based on the remaining month and subsidy amount: 11

PRODUCTSPOLICIES

eLife Prepaid Packages

MANUAL 2018

There is no minimum age as long as the person has the correct documents There is no limitation on the number of accounts eLife accounts cannot be transferred

The following documents are required to open an account Nationality

Documenttype

Femalecustomers

SaudiCustomer

AhwalID

AhwalID,FamilycardplusoďŹƒcial supportdocument (BankStatement,UniversityID, work ID)

Non-SaudiCustomer

Iqama

Iqama

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PRODUCTSPOLICIES MANUAL 2018

eLife Prepaid Packages The router and in house installation are currently oered for free There are four packages; 1 month, 3 months, 6 months and 12 months There are grace periods for late payment with disconnection 360 days after the package ends Devices can be swapped if they are not working properly or damaged, however, customer damaged devices must be paid for Customers can upgrade or downgrade their speed at any time Customers can migrate to postpaid packages

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The service can be relocated if there are ODB ports in the new building

PRODUCTSPOLICIES MANUAL 2018

Recharge

Customers can recharge through the following methods: Recharge vouchers (scratch card).

SADAD (ATM machines/e-Banking).

Credit Card.

Siebel system: through Mobily outlet.

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Customers can request a refund of any credit after the account is cleared

PRODUCTSPOLICIES

eLife Postpaid Packages

MANUAL 2018

There is no minimum age as long as the person has the correct documents There is no limitation on the number of accounts eLife accounts cannot be transferred

The following documents are required to open an account Documenttype

Femalecustomers

SaudiCustomer

AhwalID

AhwalID,FamilycardplusoďŹƒcial supportdocument (BankStatement,UniversityID, work ID)

Non-SaudiCustomer

Iqama

Nationality

Iqama

15

PRODUCTSPOLICIES MANUAL 2018

Packages and Rules

There is only one package available with dierent speeds There is no setup fee, however, a 12 month minimum contract must be agreed The grace periods have automated messages to engage the customer to pay the bill, speeds are downgraded and the internet is suspended If the customer cancels during the initial 12 months, penalty payments will be charged Devices damaged by customers or out of warranty must be paid for to get a replacement Services can be relocated if there are ODB ports

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PRODUCTSPOLICIES MANUAL 2018

Recharge

Customers can recharge through the following methods: Recharge vouchers (scratch card).

SADAD (ATM machines/e-Banking).

Credit Card.

Siebel system: through Mobily outlet.

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Customers can request a refund of any credit after the account is cleared

PRODUCTSPOLICIES

eLife Staff Packages

MANUAL 2018

Mobily staff will be able to enjoy the eLife internet high speed connect with special offer as the below: 100% discount apply for the service installation fees 100% discount on the device price

50% discount applies on the monthly renewal fee as in the below table

Prepaid package only available for staff Speed

1 Month

3 Months

6 Months

12 Months

25 Mbps

156.45

469.35

938.7

1877.4

50 Mbps

208.95

626.85

1253.7

2507.4

100 Mbps

261.45

784.35

1568.7

3137.4

200 Mbps

418.95

1256.85

2513.7

5027.4

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