Service Level Agreement (SLA)

Introduction

The Communications, Space & Technology Commission (CST) is committed to delivering high-quality digital services that meet the needs of its beneficiaries. CST continually strives to improve the user experience. This Service Level Agreement (SLA) is part of the Commission’s commitment to transparency and reliability. It outlines the standards for service delivery, expected performance levels, and the rights and responsibilities of beneficiaries.

Scope of the Agreement

This agreement covers the digital services provided by CST through its electronic portal and mobile applications, including but not limited to:

• Licensing services
• Complaint services
• Permit services
• Regulatory services
• Inquiry services

CST Commitments

• Providing services in accordance with the highest standards of quality and efficiency.
• Ensuring the security and confidentiality of information during service delivery.
• Processing requests and complaints within the defined timeframes.
• Notifying users of any changes that may affect service availability or performance.

Beneficiary Responsibilities

• Providing accurate and up-to-date information when submitting requests.
• Complying with the applicable laws and regulations when using the service.
• Refraining from misuse of the service or attempting to compromise its technical systems.

Cases of Service Interruptions

Some services may be temporarily affected during scheduled or emergency maintenance activities. Users will be notified in advance whenever possible.

Review and Updates

This agreement is subject to regular review and updates to ensure alignment with best practices and approved technical standards.

Service Delivery Times

Service Name	Delivery Time
Inquire about my numbers	Immediately
Telecom Complaints Escalation	30 Business Days
Unable to open a complaint ticket in service provider portal Report	30 Business Days
Violations Inquiry	Determined according to violation
Coverage Maps	Immediately
Spam Reports	30 Business Days
Digital Correspondence Service	2 Business Days
Update Owner of Maritime Wireless Equipment License	Immediately
Frequency License Fee Calculator	Immediately
Interactive Map of the National Frequency Plan	Immediately
Electro Magnetic Exposure Complaint	According to the type of complaint
Issuance of an Amateur Radio License	Immediately
Radio Equipment License Issuing	Immediate upon payment of the license fees
Drilling Coordination	Determined According to the request
Provision of Specialized Wireless Telecommunication Networks	15 Business Days
Radio Equipment License Cancellation	Immediately
Change Status of Special Telecommunication Devices	Immediately
General Class License	According to the type of request
Regulations Page	Participation in public consultations must be completed within the specified deadline
Radio Equipment Distribution	Immediately
Agent Profile	2 Business Days
Cloud Computing Registration	Determined According to the request
Submit an Interference Complaint	According to the type of complaint
Saudi Domain Names Registrar	25 Business Days
Permit to Provide Short Message Services (SMS)	According to the type of request
Datacenter Registration	15 Business Days
Internet Service Provision (ISP) Permit	Determined According to the request
Registration for Providing Electronic Aggregation in Telecom Services	15 Business Days
Registration for Digital Content Platform Service	15 Business Days
Cable Cutting / Interception Report	Determined According to the request
Special Telecom Devices Registrar Qualification & Accreditation	Determined According to the request
Telecom Services over Non-Terrestrial Networks (NTN)	15 Business Days
Landing Stations and International Cable Services Permit	15 Business Days
Social Media Platforms Notification	None
Digital Content Platforms Service License	15 Business Days
Infrastructure Wholesale Services License	According to the type of request
Carrier Service Provider License	Determined According to the request
Telecommunication Space Stations Registration	20 Business Days
IoT-VNO Hosting Services Permit	According to the type of request
Request Electrical Tariff	15 Business Days
Internet Exchange Services (IXP) Permit	According to the type of request
Operation Services of Non-Terrestrial Networks (NTN)	15 Business Days
Technology Enterprise Registration Service	15 Business Days

Contact Us

For any inquiries or complaints regarding this SLA, please contact us via:

• Email: info@cst.gov.sa
• Call Center: 19966