This is a PowerPoint presentation on Mobily Products Policies

1. 01
ProductsPolicies
Mobilyhas a diverse range of products and
regulatestheir usethrough businessrules.
Eachproducthasa setof limitsandlegal
responsibilitiesfor Mobily,employeesand
customersthat must befollowed.
Mobily uses formal credit checking, scoring
matrixesandcustomerhistory to make
decisions on contracts and agreements
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2. 02
Postpaid
Policy
Postpaid
CustomerRules
General Customers: All individual
customersholdingnationalIDor
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Port in: Customers request to move
from other operators to Mobily
network.
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

3. 03
A customercanapplyon
behalf of another person if:
Minimum
Subscription
forPostpaid
Theminimumsubscriptionisonemonth
Thecustomercancancelafterthe 3 daywarranty
periodbut wouldloseremainingbenefits
A verifiedletterof attorneyfromthe chamber
of commerceor specialletterof attorneyfor
Mobilyfromthe chamberof commerceor
customersbank
Authorisationletterfromacourtof law
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4. 04
Maximum
Numbers and Account
Restrictions
Mobilyhas set limitson the number
of linesper person:
Nationality
Numberofline
perperson
Exceptions&
Authority's
SaudiCustomer 6 15
Non-SaudiCustomer( Professional) 4 8
Non-SaudiCustomers( Worker) 1 4
Portin/ SaudiornonSoudi 5 linesin
addition to the
above
5 linesin
addition to the
above
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5. 05
Rules SIMpackscanbereturned within 3 days,makesuretherehave
not beenanycalls
Setupfeeisnon-refundable
Portincustomers cancancelinadvancewith no charges
applicable
ShopManagercanextendthe warrantyto 1 week
Ifthe lineisOGbarred or FBthen the amount should beused for
payment
Creditchecksmust bepaidfor new anexistingcustomers
Deposit cannot beusedasprepayment inthe first 90 days,
afterthis point the deposit canbeusedfor payment
Scoringmatrixisusedto minimizebaddebt risk
Creditlimitscanbechangedafterverificationto the standard
packagerate
Riskmanagement team canmakedecisionsaboutcredit limits
–no one elsecando this
Creditlimitscanonly bechangedafter3 months
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6. 06
Account
ManagementOwnership can be transferred in a
Mobily store as long as the account
balance is clear
Port in customers can swap their number
New SIMS are charged
Roaming must be requested by the
customer
Customers are notified 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
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7. 07
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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8. 08
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
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9. Prepaid packages are valid for 180 days
09
Prepaid
Life Cycle
Outgoing and incoming calls are barred
during the 60 grace 2 period
Transfer of ownership can only be carried
out in a flagship 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
Outgoing calls are barred during the 15 day grace 1 period
Customers can migrate old packages for a small fee
Roaming service is automatically activated
Package can be terminated in a Mobily outlet
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10. 10
Recharging
Customers can recharge
in the following ways:
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
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11. Subsidy and Cashback
Customers can by discounted Mobily
devices with 12 month contracts
Customercangettotalis10 devices;2 devicesundersubsidy(willbe3 inalaterstage) 8
devicesunderCashback.
Ifthe customerwantsto getmore devicesafterhefinishedthe allowedquantity,thenhe
hasto paythe remainingamountof onedeviceor more (forsubsidy).
Salesagentshouldadvicethe customerto go for Cashbackoffers incasetheyarenot eligibleto get
thesubsidyoffer,(thisisreallycriticalto makesureanyvisitingcustomerwillgo withone option).
Commitmentform must beprintedfrom systemandgetcustomersignature.
Ifthe customerdisconnecthislinebeforetheendof the commitmentperiod,heshouldpaya
penaltyfeesbasedon theremainingmonth andsubsidyamount:
11
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12. 12
Nationality Documenttype Femalecustomers
SaudiCustomer AhwalID AhwalID,Familycardplusofficial
supportdocument
(BankStatement,UniversityID, work ID)
Non-SaudiCustomer Iqama Iqama
eLife Prepaid Packages
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
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13. 13
eLife
Prepaid
Packages
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
The service can be relocated if there are ODB ports
in the new building
The router and in house installation are
currently offered 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
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14. 14
Recharge vouchers (scratch card).
SADAD (ATM machines/e-Banking).
Credit Card.
Siebel system: through Mobily outlet.
Recharge
Customers can recharge through the following methods:
Customers can request a
refund of any credit after the
account is cleared
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15. 15
Nationality
Documenttype Femalecustomers
SaudiCustomer AhwalID AhwalID,Familycardplusofficial
supportdocument
(BankStatement,UniversityID, work ID)
Non-SaudiCustomer Iqama Iqama
eLife Postpaid Packages
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
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16. 16
Packages
and Rules
There is only one package available with different 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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17. 17
Recharge
Customers can recharge through the following methods:
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Recharge vouchers (scratch card).
SADAD (ATM machines/e-Banking).
Credit Card.
Siebel system: through Mobily outlet.
Customers can request a
refund of any credit after the
account is cleared

18. 18
eLife Staff Packages
Mobily staff will be able to enjoy the eLifeinternet high speed connect
with special offer as the below:
100% discount apply for the serviceinstallation fees
100% discount on the deviceprice
50% discount applies on the monthly renewal fee as in the below table
Prepaidpackageonly availablefor 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
100Mbps 261.45 784.35 1568.7 3137.4
200Mbps 418.95 1256.85 2513.7 5027.4
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