Policies & Regulations
Learn about our service policies, claim procedures, and contractual conditions in accordance with current telecommunications regulations in Costa Rica.
Types of Maintenance
We offer two types of maintenance to ensure the continuity and optimal quality of your service.
Corrective Maintenance
Maintenance carried out after a fault has been detected, intended to restore the element to a state in which it can perform its required function and restore the service to its normal operating conditions.
Preventive Maintenance
Maintenance carried out at predetermined intervals or according to prescribed criteria, intended to reduce the probability of failure or degradation of the operating quality of an service or device.
Resolution of Complaints and Claims
RE&COM guarantees the efficient and free attention of claims submitted by users for deterioration in service quality, undue charges, violation of privacy, and final user rights.
Attention Procedure
Claims may be filed by the end user or by any person, without necessarily being the party aggrieved by the fact being claimed.
The claim must be presented directly to RE&COM, who will resolve it within a maximum period of ten (10) calendar days. A reference number (consecutive code) will be communicated to the user for follow-up.
No formal document or lawyer intervention is required. They can be submitted through any of the available contact methods.
In case of a negative, insufficient, or absent resolution, the claimant may appeal to the SUTEL.
Delivery of Terminal Equipment
The customer can choose between two modalities for the provision of terminal equipment.
Customer Equipment
The customer can provide equipment of their own. The equipment will be previously reviewed and approved by RE&COM, and its technical specifications will be indicated in the Contract Cover page.
Subsidy Option
RE&COM will provide equipment to the customer prior to signing a minimum stay contract. The customer agrees to:
- Preserve and care for the equipment. It is recommended to purchase a voltage regulator or UPS; damage from electrical discharges will be the customer's responsibility.
- Report immediately any incident with the provided equipment.
- Once the minimum stay period has expired, the equipment will belong to the customer. If they wish to terminate early, they must pay the total amount of the subsidized equipment.
Compensations and Refund
RE&COM has the duty to provide the contracted services efficiently and continuously, and to apply the compensations and refunds in case of service degradation or interruption, with the exception of cases considered exempt from liability according to current regulations. The interruption time will be counted from the moment the interruption occurs until the complete restoration of the service. The calculation of the compensation will be made in accordance with the provisions of the Regulation of Provision and Quality of Services.
Compensation Formula
Official mathematical formula established by SUTEL for calculating compensations due to service interruptions.
Formula Parameters
-
Double Compensation (2x): SUTEL regulations state that users must be compensated for double the proportional value of the outage time.
-
Hourly Proportion: The monthly fee is divided by the total hours in the billing period (normally 720 hours for a 30-day month).
-
Interruption Time: Refers to the duration of the outage, counted from the moment the disruption begins until the service is fully restored.
-
Exclusions: Compensations do not apply in case of force majeure, accidental events, or actions attributable to the user, as validated by SUTEL.
Service Suspension Policies
Contractual and regulatory guidelines regarding temporary and permanent service deactivation.
Temporary Suspension (Non-Payment)
- Plazo Hábiles: Applied starting from the 3rd business day after the invoice due date.
- Prior Notice: The customer will be notified at least 1 business day in advance about the deactivation date and reconnection fees.
- Weekend Protection: No suspensions will take place on Saturdays, Sundays, or holidays if active payment methods are not available for immediate reconnection.
- Immediate Suspension: Carried out without prior notice in case of fraud, deception, or bad faith during sign-up or subsequent service use.
Definitive Suspension & Termination
- Contract Termination: Unilateral termination and permanent cutoff will be executed within 1 business day after the second consecutive unpaid invoice.
- Signal Re-Selling: Re-selling, renting, subleasing, or sharing the signal or benefits to third parties is strictly prohibited and results in immediate cutoff.
- Infrastructure Protection: Severe or intentional damage to the physical network infrastructure or devices results in immediate termination of the service.
