User manual

ThurayaIP Frequently Asked Questions December 2010

Automatic shifting between Postpaid plans is not possible. Service Provider will be able to move

subscribers from one plan to another as per the usual procedure in voice service by deactivating the

subscriber from the current plan and reactivating him in another plan. If the subscriber is shifting from

low usage plan to high usage plan, it is free. However, if the subscriber is moving from a high usage plan

to a low usage plan then the charges apply, (For details contact your Country Manager).

5.21 Can a SIM be suspended and reconnected? What are the applicable charges?

Suspension/Reconnection can occur at any time based on subscriber request to service provider.

Customer is charged the normal monthly fee of the respective plan that he is subscribed to during

suspension period.

5.22 What is the process for Deactivation of SIM cards?

The Service Provider, as per the usual procedure, can deactivate subscribers after paying all dues.

5.23 What is the process for setting Credit Control Limit for a postpaid subscriber?

The credit limit functionality for ThurayaIP Postpaid Service is provided based on SP request through

Thuraya Helpdesk. The service works as follows:

Credit Limit, based on customer usage pattern, is fixed by the Service Provider.

Usage level of the customer, which accumulates daily until end of a calendar month, is regularly

checked. When usage reaches a specified level of the Limit (e.g 80% or 100%), then action(s) defined by

the SP will be taken.

e.g. sending report via email to SP for 80 % and suspension of contract for 100 %.

If usage has reached one of the specified levels (eg 80%) and the SP does not want the customer to be

included in the further level (eg 100%), the SP can increase the Credit Limit or disable the functionality.

However necessary actions should be taken by the SP to return to previous setup each month or as

needed.

Usage level will be reset to 0 at the start of every month. If a customer account has been barred or

suspended due to exceeding the Credit Limit, the service provider should reactivate the account each

month as the detection is reset.

Note:

Credit Checks run every rate cycle in billing system. Accordingly credit limit may be reached or exceeded

by customer during time between two consequences rate cycle. Credit control process might be

affected due to any technical problems that delays rating process of subscriber’s calls. Thuraya is not

liable in such cases.

5.24 What type of service comes as a default with ThurayaIP postpaid package?

For all postpaid and prepaid plans, StandardIP comes as a default. However, the SP can enable or

disable StreamingIP on any SIM Card from the provisioning system.

For postpaid plans except “Stream”, the usage charges for StreamingIP are invoiced over and above the

monthly plan charges.

Similarly for the “Stream” package, the charges for StandardIP are invoiced over and above the Stream

package plan charges.

5.25 Can I continue using my DSL SIM card on a Thuraya IP after 31st Dec 2010?