Service Level Agreement (SLA)

Objective of Service Level Agreement (SLA)

Determining the duration of all services provided by CST and clarifying the duration to the beneficiaries, in addition this SLA shows the method of escalation in case of incomplete service on the specified time.

Scope of service

License applications (Issuing - Renewal - Cancellation -Updating) are reviewed in the Comprehensive Electronic Licensing Portal, after submitting all the necessary information and requirements to provide the services based on the duration in the SLA.

This duration does not include fulfilling the incomplete requirements in case the applicant does not provide all the required information, nor does not include the time it takes to process transactions by a third party, such as other government agencies, if the nature of the transaction requires it.

* The Commission issue two categories of telecommunications licenses:

Individual licenses: Facilities-Based unified Telecommunications License, Carrier service provider license and Wholesale infrastructure license.

Class licenses: General class license.

Terms and Conditions

Period of validity of the agreement: The Service Level Agreement shall remain in effect from the date of its publication on CST website.

Service Availability and Hours: Services which are instantaneous (direct) are implemented all week at any time, services which are done during working days are implemented during official working hours from Sunday to Thursday from 7:30 am to 3:30 pm.

Service implementation duration of licenses:

Licenses	Response time
Licenses	Issuing	Renewal	Cancellation
Wholesale Infrastructure Services	15 business days	15 business days	10 business days
Carrier service provider	15 business days	15 business days	10 business days

Service implementation duration of authorizations included in general class license:

Authorization	Response time
Authorization	Issuing	Renewal	Cancellation
Provision of Internet Services (ISP)	15 business days	15 business days	10 business days
Provision of Short Message Service (SMS)	15 business days	15 business days	10 business days
Provision of Broadband Satellite Services	15 business days	15 business days	10 business days
Provision of VSAT System Communications Service	15 business days	15 business days	10 business days
Permit For The Provision of The Telecommunication Services over NTN	15 business days	15 business days	10 business days
Permit For The Provision of The Operation Services of NTN	15 business days	15 business days	10 business days
Provision of Mobile Communication Service Onboard Aircraft In KSA	15 business days	15 business days	10 business days
Provision of Internet of Things (IoT) Services using License-exempt frequencies	15 business days	15 b usiness days	10 business days
Provision of the Internet Exchange Points (IXP)	15 business days	15 b usiness days	10 business days
Provision of the Virtual Voice Services (VVSP)	15 business days	15 b usiness days	10 business days
Provision of the Internet of Things Virtual Network	15 business days	15 b usiness days	10 business days

Service implementation duration of registrations to provide a service:

Registration	Response time
Registration	Issuing	Renewal	Cancellation
Wholesale Infrastructure Services	15 business days	15 business days	10 business days
Carrier service provider	15 business days	15 business days	10 business days

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Communication and Participation Channel

The Portal Administration is committed to interact and respond to the inquiries received through Contact us page.

Escalation Procedure

If no response is made within the duration specified in the agreement, the applicant can escalate through (link). CST will be committed to respond and clarify the reason for the delay.