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  • Terms & Conditions
  • Service fulfilment date as per service type with installation SLA

    New Customers

    • Voice and Broadband services:
      • 48 working hour from request receiving.
    • Fixed and DIA
      • 8 weeks from request receiving*

    Will be subject to Feasibility study.

    Existing Customers

    • Voice and Broadband services:
      • 24 working hour from request receiving.
    • Fixed and DIA
      • 72 weeks working hour from requirements completion*

    Will be subject to Feasibility study.

  • billing cycle and Payment channels.

    Customer can pay by using any of the following channels:

    • Sadad System
    • Zain branches
    • Bank transfer to Zain account.

    By knowing that business customers can pay on contract level or subscriber level.
    Also, business customers can check the bill details via the authorized person.

    B2B billing cycle will be at the 16th of calendar month.

    *upon add/activate a new subscription before bill issuing date, the fees will be calculated from the activation date until bill issuing date as a prorated values.
     

  • Issues fixing and maintenance SLA.

    Voice and Broadband Services:

    • In case of service disconnection after payment, the authorized person should call the contact center at 14477.
    • in case of damage on any device delivered by Zain, Customer should visit any of the Zain’s main shops and the issue should fix within 48 working hours if the device is available.
    • In case of device not available and customer didn’t deserve alternative device, will inform the customer with the expected date of device availability.

    * Zain is not responsible on misuse. 

    Fixed and DIA services:

    • In case of service disconnection after payment, the authorized person will contact business support team at 00966592419999.
       
  • The mechanism for support, complaints, suggestion and settlement requests with the request update channel

    Voice and Broadband Services:

    • For complaints and suggestion, Authorize person should call 14477, or visit the following link: 

    https://sa.zain.com/ar/business/email-us#no-back
    Customer will be updated with the expected date for responding on the raised ticket.

    Fixed and DIA services:

    • For complaints and suggestion, Authorize person should contact the business support team on 00966592419999.

    Customer will be updated with the expected date for responding on the raised ticket.
     

  • The escalation in case of delay in service fulfilment or key account manager not responding to the authorized person

    Voice and Broadband Services:

    • For complaints, Authorize person should call 14477, or visit the following link: 
      https://sa.zain.com/ar/business/email-us#no-back
      Customer will be updated with the expected date for responding on the raised ticket.
       
    • For escalation in case issue not fixed or not responding please communicate on the following email address:
      Corp@sa.zain.com


    Fixed and DIA services:

    • For complaints, Authorize person should contact the business support team on 00966592419999.
      Or by visit the following link: 
      https://sa.zain.com/ar/business/email-us#no-back
      Customer will be updated with the expected date for responding on the raised ticket.

     

    • For escalation in case issue not fixed or not responding please communicate on the following email address:
      Corp@sa.zain.com

     

  • Information needed in the contracts, and it’s work procedure as per CITC

    Voice and Broadband Services:

    • Copy from the commercial registration stamped by organization.
    • Authorization letter legalized by commercial Room contains Authorized person (Name, ID Number, Email address)
    • Company location on google maps.
    • The digital contract authentication.
    • Fingerprint authentication on each subscription line.
       

    Fixed and DIA services:

    • Copy from the commercial registration stamped by organization.
    • Authorization letter legalized by commercial Room contains Authorized person (Name, ID Number, Email address)
    • Company location on google maps.
    • The digital contract authentication.
    • Fingerprint authentication on each subscription line.
       
  • The settlement in case of breaching the commitment and the SLA

    Service Provider:

    • Service provide is committed to the provided services to the customer as per CITC rules.
    • In case of a breach by the service provider, the issue should be fixed in favor of the customer.
    • In case of customer didn’t commit to the contract, contract will be terminated as per the terms and conditions agreed with the customer*

    The termination of the contract may result sums of money to be paid to the service provider.

    Customer:

    • In case of the service provider issue related to the payments, service will be reconnected, and customer should be refunded with the agreed amounts of money.
    • In case customer didn’t pay the service fees, service will be suspended until receiving customer payment.
       
  • Open a new account in Zain portal by the authorized person.

    The authorized person can open account by visiting the following link:

    https://sa.zain.com/en/business/mobility/postpaid-business-plans/business-35
     

  • The mechanism to order a new service, renew, amendment, suspend or terminate.

    The authorized person can raise a request for new service, renew, amendment, suspend or terminate by visiting the following link.

    https://sa.zain.com/en/business/contact-us

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