Internet Equipment

• If the router provided by TELESOM fails to work before the Subscriber starts using it, TELESOM shall replace that router with a working one.
• The Subscriber is responsible for any damage to the Internet equipment like, failure due to power line disturbances, or high voltage, moisture, and/or any other external cause. 
• If the Internet service sold to the customer is FTTA (Wireless), the metal bar and the wireless antenna belong to the TELESOM company, if the customer stops the service, the company will take those wireless equipment.     

TELESOM Responsibilities

• TELESOM shall provide the Agreed Internet Plan and Install the Internet to the Subscriber’s premises at the agreed time and location.
• TELESOM Installation team shall not charge the Subscriber any service tip for the Installation service other than then agreed installation fees.
• If a technical problem arises with the cable or the internet and the customer reports it to the TELESOM's customer service call center on 121 or 151, TELESOM shall repair it free of charge.
• TELESOM shall deliver the due Internet bill to the Subscriber on monthly basis.
• If the Subscriber unintentionally pays extra money, TELESOM shall return the extra amount.
• If the Subscriber fails to pay the due Internet bill, TELESOM shall send the Subscriber a reminder call.
• If the Subscriber fails to respond, TELESOM shall send an email or SMS to the Subscriber. 
• If the Subscriber fails to respond, TELESOM shall send a bill collector to the Subscriber’s premises.
• TELESOM shall protect the Subscriber’s privacy and never share confidential data with anybody, except by his/her consent or by legal request.

RIGHTS OF TELESOM

• Giving one month advance notice to the subscriber, Telesom reserves the right to change its applicable tariffs for the service.
• In its continued effort to improve Internet Services Provisions. Telesom reserves the right to suspend the service it is rendering and start new ones by giving One month advance notice.
• TELESOM has the right to stop the service if Subscriber fails to pay at the right time. TELESOM shall not suspend the Internet from the Subscriber without notice.

CUSTOMER RESPONSIBILITIES

• The subscriber shall pay Monthly payment in due time at Telesom Subscriber service Center. All charges may be subject to variable taxes levied by the government.
• If the Internet connection is suspended due to late or non-payments after receiving the advance notice, TELESOM retains the right to take legal action in accordance with the policies and procedures of the Company and in accordance with the law of the land to receive its payables. 
• The Subscriber shall keep confidentiality in terms of the allocated speed, equipment, prices and other technical information of TELESOM that they gain or hold in the course of this Service. Such information shall never be disclosed to a third party or competitors.

Rights of the Customer

• The subscriber reserves the right to terminate this subscription agreement for any reason by giving one-month advance notice to Telesom.
• If the Subscriber decides to terminate the Internet, he/she must submit a termination request in writing or by email to his/her account manager or visit the nearest TELESOM center and fill the Subscription termination form.
• The Subscriber has the right to purchase the router from TELESOM or from other router suppliers. 
  The customer has the right to receive stable and uninterrupted Internet Service during the period of this agreement. 
• The customer has the right to have TELESOM help him with any technical problems in the Internet service, and fix them so that he can use the service.

Dispute Resolution

• Any dispute, controversy or claim arising out of or relating to this Agreement, or the breach thereof, the parties will endeavor to settle their dispute out of court and with consensus. In case of lasting disagreement, the dispute will be settled under the Somaliland law.

Complaint Response Time

• The technical support time shall be no later than 24 hours from the time TELESOM receives the Subscriber’s complaint or report.  However, the technical support could be done earlier.

Force Majeure

• This Agreement shall be suspended during the period and to the extent of such period that either of the parties are prevented or hindered from complying with the obligations under any part of this Agreement by any cause beyond either party’s reasonable control (force majeure). This may include exceptional events or circumstances of the kind listed below: War, civil disorder, terrorism and natural disasters.