SinaiNet Broadband ADSL Service Agreement

1. Nature of Service 

1.1. ADSL is a specialized Internet access service which allows Internet access at higher speeds than those available through an analogue telephone line and modem.

1.2. SinaiNet does not guarantee the availability of the Service to the Client, before inspecting the client’s site. If any cost is to be incurred by SinaiNet in making this inspection, SinaiNet may charge that cost to the Client if SinaiNet notifies the Client of the cost, and the two parties agree upon that cost, prior to the inspection.

1.3. If SinaiNet determines that the Service cannot be provided to the Client, this Agreement will terminate and neither party shall have any liability to the other except that SinaiNet will refund to the Client any fees paid by the client for the Service in advance. This refers to the initial connection of the service only.

1.4. SinaiNet will commence Charging the Client one day after the Service is installed by SinaiNet.

2. Service Levels

2.1. The connection speeds specified in Client Contract represent the maximum speed of the physical connection from SinaiNet to the Client and from the Client to SinaiNet respectively. SinaiNet does not guarantee that the Service will achieve these theoretical maximum speeds, as actual transfer speeds are dependent on factors outside SinaiNet's control, such as distance of customer location from the local phone Switch and/or the quality of phone line cables, and/or performance of the site the Client is browsing or downloading files from.

2.2. The Client acknowledges that although SinaiNet endeavors to maintain the general accessibility of the Service, the continued availability of the Service is not guaranteed. The Client acknowledges that the Service may become temporarily unavailable for use due to technical failures, network congestion, periodic maintenance, disruption to telecommunications services, or other causes.

3. Installation

3.1. SinaiNet will apply for Work Order to be issued once it receives the Client's application. Telecom Egypt issues the Work Order within 14 - 21 days from the date of the Client's Application. Issuing the work order can be delayed if there are unpaid bills or if the Client has applied for an ADSL service with another provider.

3.2. Once The work order is issued SinaiNet will arrange a projected date with the Client for the installation of the Service ("Installation Date"), normally within 5 - 10 days. SinaiNet may reschedule the Installation Date at any time for any reason but will contact the Client to confirm suitability of any rescheduled date.

3.3. If SinaiNet is required to provide maintenance or reinstallation services to the Client in relation to the Services following the Installation Date, the Client will assume liability to pay for those services unless the maintenance or reinstallation is required due to an act or omission of SinaiNet without fault of the Client.

3.4. SinaiNet is responsible for configuring the Client's Modem and / or installing any software on the Client's Computer to enable the Client to access the Service.

4. Requirements of Service

4.1. It is the responsibility of the Client to arrange the following, at the Client’s own expense, prior to the Installation Date:

4.1.1 To have a standard telephone line (land line) already connected and in service

4.1.2 To purchase from SinaiNet a suitable router or modem for use with the Service, if the Client has his own router or modem it must be approved by SinaiNet as being compatible with its network ("the Client's Modem");

4.1.3 To have a suitable computer available for the router or modem to be connected to, meeting the specifications set by SinaiNet ("the Client's Computer");

4.1.4 To provide SinaiNet with safe and legal access to the Client's premises for the installation of the Service.

4.2. The Client agrees not to connect to the Service any equipment that does not meet SinaiNet's specifications. SinaiNet makes no representations, warranties or assurances that the Client's equipment will be compatible with the Service.

5. Client's Acknowledgements

5.1. The Client acknowledges that the disconnection of the standard telephone line that also carries the ADSL Service may cause the Service to be terminated, and that in that event, the Client will be liable to pay for the reinstallation of the Service if required.

5.2. The Client acknowledges that it has obtained any necessary consents to the installation of the Service, including without limitation the consent of the legal lessee of the telephone line (if not the Client), and the consent of any owner, landlord or licensor of the premises in which the Service is to be installed, to the carrying out of any work associated with the installation of the Service.

6. Transfers and Cancellations

6.1. The Client may not transfer the Service to another person without SinaiNet's written consent.

6.2. The Client may not resell the Service or otherwise use the Service in competition with SinaiNet.

6.3. The Client may cancel the Service on 30 days notice to SinaiNet. The Client will remain liable to SinaiNet for any charges incurred during that 30-day period, as well as for any charges previously incurred and unpaid.

6.4. If the Client decides to cancel the ADSL service after his/her application and prior to the Installation Date, the Client remains liable to pay both SinaiNet installation fees and Telecom Egypt Charges.

7. Fault Reporting

Faults with the ADSL Service can be reported to SinaiNet’s helpdesk. SinaiNet will receive fault reports by phone (phone 366 1755) during normal business hours or by email on This e-mail address is being protected from spam bots, you need JavaScript enabled to view it  24 hours per day, 7 days per week.

8. Support ScopeSinaiNet support scope for ADSL services only covers the availability of ADSL service on customer phone line, additional support for Customer computers, software and / or network will be considered an additional support and will be charged for separately on a per incident basis.

9. Response and Restoration Targets

‘Response Time’ is the time from when SinaiNet receives a Fault Call from the End Customer, to the time that we provide a status advice to the End Customer with an indication of the nature of the fault and estimated time to restore service.

10. Coverage Window

‘Coverage Window’ refers to the SinaiNet hours of operation for service response and restoration activity.

* Note: Excludes National Public Holidays

11. Service Activation Lead Times

‘Service Activation Lead Time’ is the number of working days, from the date that SinaiNet receives Client’s request to install the service to delivery of an activated service. Service Activation Lead Time is subject to confirmation of service being available in the requested location.

12. Service Payment

Payments for SinaiNet ADSL Service are paid in advance every three month.
Invoices are sent 1 week prior to the end of the billing period end of each 3 months and are payable within 15 days. Failure to pay for the service within 30 days will result in service termination. To restore service a Re-activation fee of L.E 150 will be charged to the Client.

13. Service Charges