PRACTICE & PROCEDURE OF STREAMYX COMBO PACKAGE Jointly Prepared by : Core Internet Services AND Voice & Bundling Services Product Marketing, TM Retail 1st March 2008
PACKAGE CONCEPT Entry Package • ADD RM30 • 512kbps speed • Monthly fee RM90 • ADD RM50 • 1Mbps speed • Monthly fee RM110 Combo RM60 UNLIMITED 384kbps With Modem (Inclusive fixed line rental, normal call charges) Add Broadband Speed • ADD RM80 • 2Mbps speed • Monthly fee RM140 • ADD RM100 • 4Mbps speed • Monthly fee RM160 Add Voice Plan ADD RM28 UNLIMITED Local Call and STD (F2F) Call to mobile & other operators @ 25sen/min Add Voice Plan • Note: • The voice offerings is subject to 5% service tax. • Voice offerings is also applicable to Streamyx applicant who is not telephone owner
STREAMYX COMBO ADD ON OFFERING Note: For more details, please refer to respective P&P product slides
PACKAGE DESCRIPTION Note: Voice offerings are subject to service tax of 5%.
PACKAGE COMPARISON FOR NEW CUSTOMER • Note: • The voice offerings is subject to 5% service tax. • Voice offerings is also applicable to Streamyx applicant who is not telephone owner
TERMS & CONDITIONS Packages is valid from 1st March 2008 onwards. Speed of service is on ‘best effort’ basis. Service is subject to availability and technical testing. Package valid for RESIDENTIAL category only and applicable for NEW and EXISTING customers. This special packages valid for SUCCESSFUL Streamyx installation and activation ONLY. Thus, TM Homeline subscription before the said event is treated separately and subjectto TM Homeline Terms & Conditions. The minimum subscription period is 12 MONTHS for Streamyx only. For Streamyx 2Mbps & 4Mbps, service available in selected area in Klang Valley, Putrajaya, Penang and Kulim. Service is subject to technical testing during installation. For existing customers who want to upgrade to Streamyx 2Mbps or 4Mbps, new modem will be provided. Service interruption will occur, for a maximum period of 2 working days. For existing customers who upgrade to Streamyx 2Mbps or 4Mbps and fail to get the service upon service verification during installation, will be reverted to their existing package. Streamyx In-the-Box and online registration is NOTapplicable for Streamyx 2Mbps & 4Mbps. If customers terminate within the minimum subscription period, the remaining balance will be charged and customer is required to return the modem. Modem warranty is throughout subscription period. 7 days auto account activation is applicable to Streamyx In-a-box package.
TERMS & CONDITIONS Add On for Voice Plan or Value Added Services or Content & Application is on top of any combo package. For Voice Plan RM28: - Subject to 5% Service Tax. - The existing voice / call plan will be terminated on the next bill date. - Customer can start enjoying Voice Planon the next TM Homeline bill date after Streamyx service is activated. The voice charges before such notification(s) will be treated as normal charges. For new fixed line customers, they will get NO fixed line rental for the first 3 months prior to Streamyx activation. In the event that Streamyx cannot be given (waiters/demand status), on the 6 weeks, CS will inform customer and counter offer with other packages should Streamyx service not available for customer. Deposit of RM75 and installation fees is borne by customer. Connection fee of RM50 shall be waived. Voice offerings is also applicable to non-telephone owner. Fixed line customer with existing call plan can migrate to the promo packages (existing call plan will be TERMINATED). Value Added Service(s) activation shall be twenty four (24) hours after Streamyx service activation. Customer shall be notified via Streamyx e-mail for Fun Package access detailsafter Streamyx service is activated.
TERMS & CONDITIONS Streamyx Combo is NOT applicable for Home Prepaid customers. If they wish to subscribe, they need to convert their Home Prepaid to fixed line (TM Homeline). NBS customers are NOT eligible to subscribe to the promotion package The Streamyx charges will be included in ‘Bil Telefon & Multimedia’ (single billing) EXCEPT for non-telephone owner billing. The 1st bill received will include an installation fee of RM88 (if applicable), a one-time service activation fee of RM75, a one-month subscription fee (from date of service activation), an advance charge of the 2nd month subscription fee and RM10 stamp duty fee. Voice plan will be charge on the next bill date under “Pakej”. Caj Bulanan will not be displayed in the bill (Ringkasan Akaun) on the next bill date (suppress rental). Kindly contact TM at 100 for any request to change your installation appointment date. Customer shall be entitled to a maximum of two (2) changes to the installation appointment date and TM shall have the right to cancel your application if there is any request for a deferment that exceeds a period of two (2) months from the Registration Date. New Streamyx termination policy is applicable. Streamyx & TM Homeline terms & conditions apply.
NEW DEL + STREAMYX COMBO PROCESS Customer walk in New customer walk in to TMpoint/reseller to register Streamyx Combo Package. Customer fill in form Customer must fill in DEL form(for those with no TM Homeline service) and Streamyx Combo form. For DEL form, customer must select Streamyx Combo Package. TMpoint/reseller must inform customer of the condition : after 3 months, if Streamyx can’t be given, RM 25 rental will be reverted. After which, customers can opt to continue using our TM Homeline, or terminate. No penalty will be charge if termination is done before the minimum contract period. CSR / Sales Agent explain the T&C Next page
NEW DEL + STREAMYX COMBO PROCESS Processor must key in related plan code, in order for the customer to receive 3 months rental waiver. Processing in CASS Every month, ITSSO will extract new DEL registration under Streamyx Combo package to check weather Streamyx can be given Extraction by ITSSO monthly After 6 weeks of DEL registration, Consumer Sales will inform customers if Streamyx can’t be given, and offer customer with other packages. Consumer Sales to inform customers END Customer may continue using our TM Homeline, or terminate and no penalty will be charged.
UPGRADE/DOWNGRADE PROCESS • Upgrade/downgrade for both Streamyx & Voice packages can only be done via MIPS. • Scenario of upgrade/downgrade as per below:
HOW CUSTOMER CAN ENJOY NO FIXED LINE RENTAL & CALL PLAN (VOICE 28) • Upon registration of the pricing plan, a MULTIMEDIA CONFIRMATION SLIP will be issued to customer. There will be a notification to customer on the activation of no fixed line rental and voice 28 which is on the next bill date. • For new fixed line customers, they will get no fixed line rental prior to Streamyx activation. The call plan will be effective on the next bill date. • For existing fixed line customers, the fixed line rental will be charged as per normal prior to Streamyx activation. No fixed line rental and call plan will be effective on the next bill date. • For new fixed line customers which cannot get Streamyx, they still get no fixed line rental prior to Streamyx activation for a maximum of 3 months. But on the 6 weeks, CS will inform customer and counter offer with other packages should Streamyx service not available for customer.
SAMPLE OF MULTIMEDIA CONFIRMATION SLIP NOTIFICATION ON NO FIXED LINE RENTAL AND CALL PLAN – VOICE 28 IN MULTIMEDIA CONFIRMATION SLIP Streamyx combo only: For Streamyx Combo package, there will be no monthly telephone line rental charges. This will be effective upon activation of your Streamyx account and will appear in your following month’s bill. Streamyx combo with Voice 28: For Streamyx Combo with Voice add-on, your unlimited national call charges will be effective upon activation of your Streamyx account and will appear on your following month’s bill.
TREATMENT FOR EXISTING CUSTOMERS • The promotion is only targeted to acquire new customers. However in the event existing customer request to change the subscription to the promotion package, the following applies: • Important Notes: • There will be no mass communication to customers on this policy. It should only be circulated internally. • Any request for migration should be forwarded to TMpoint based on the above rules. (Please refer to migration process flow). • Voice offerings are subject to service tax of 5%.
PACKAGE MIGRATION Request for migration to new Streamyx combo package Receive Confirmation Slip (upgrade/downgrade process runs as per current process) Customer End Print upgrade/ downgrade Confirmation Slip & provide the slip to customer Process upgrade/ downgrade in MIPS TMpoint • There will be no modem to be given to the customers (except 2Mbps & 4Mbps) but warranty will be extended to customer’s existing modem. • Minimum Subscription Period Is 12 Months. It Will Start From The Date Customer Change Their Package To The Streamyx Combo package.
WHERE TO APPLY • Customers can apply for the promotion via the following channels: • TMpoint • Online Registration • TM Silver partners • Clickers Authorized Outlet (CASO) • Consumer Sales • Notes: • Incentive for Online Registration: • Via TM Net & Bluehyppo websites – one month rebate • Via Online Partners – RM50 rebate
SAMPLE APPLICATION FORM – SPECIAL FORM Streamyx Combo Application Form Package offering T&C Streamyx Combo
APPLICATION FORM BASED ON TYPE OF REGISTRATION
BILLING -GENERAL • The 1st bill received upon Streamyx activation include the following: • an installation fee of RM88 (if applicable) • service activation fee of RM75 • 1st month subscription fee • advance charge of the 2nd month subscription fee. • waiver on fixed line rental • charge on call usage prior to activation of the new call plan (existing fixed line customers) • Voice RM28 (optional) • For Single billing: • Streamyx charges will appear in ‘Caj Perkhidmatan Internet’. • Waiver on fixed line rental will not be displayed in ‘Caj Bulanan’ (unless customer subscribe to other services, e.g. itemised bill, fixed sms) • Voice 28 will be displayed in ‘Pakej’.
BILL PRESENTMENT SCENARIO 1: Billing with no fixed line rental in Caj Bulanan Note: Caj Bulanan will not be displayed in the bill (follow existing Single billing rule)
BILL PRESENTMENT SCENARIO 2: Billing with other services in Caj Bulanan
COMMUNICATION PLAN • ATL – by 1st March 2008 • Press ads in major newspaper. • Radio & TVC • BTL (must reach TMpoints, PTTs & Channel by 27th Feb 2008) • Flyers, Info kit, Table top, Sales bunting • Outdoors • Street buntings & billboards. • Other communications • Advertorials and press release in major newspaper • Website announcements via TM Net website, TM Corporate website, TM online & Bluehyppo Portal.
(6) Terima Maklum Balas Buat Aduan PELANGGAN (3a) Terima Surat Akuan Front Liner: 100/TMpoint/ Ya (3) Log Aduan iCARE/SMART/iCOMS Ya (4) Kekal Caj/ Pelarasan Kelulusan Mengikut MPP (5) Surat Jawapan (1) Penerangan MengenaiAduan Selesai? Berpuas Hati Tidak Tidak Front Liner SALES/ GCC (1) Penerangan Mengenai Aduan Ya Berpuas Hati (3) Log Aduan SMART * Tidak Tiada Asas (8a) Kekal Caj (9) Surat Jawapan (7) Sahkan Aduan Tidak (3b) e-Quest (CMD) terima ‘ftp‘ dari SMART Pengecualian TOS, PR CSM NEGERI / SDCO/ SNS/ BROADCAST/ 100: Internet service (10) Analisa/ Dokumen Kelulusan Aduan (8b) Cadangan Pelarasan Tidak Ya (12) Hantar Semula (8c) Siasatan Lanjut Tidak Ya CSM NEGERI/ SALES/ 100: Internet service Kelulusan Pelarasan SCUBA RM, SW, SAF, MTX, INO, FMD, ITSSO , VNOC (11) Siasatan & Kemaskini Siasatan 7 Hari Cycle Time 2 Hari 6 Hari Streamyx Combo Billing Complaint Process Flow
New Installation Complaint Process Flow (2) Terima Maklum Balas Buat Aduan PELANGGAN (3a) Terima Surat Akuan Ya Front Liner: TMpoint/100: Internet service SALES/ GCC/ 2. Pelanggan Berpuas hati fixed line/ Streamyx (3) Log di SMART/iCARE (1) Sahkan dan beri penerangan fixed line Tidak Streamyx (3) Log di iCOMS/iCARE CSM NEGERI / SDCO/ SNS/ BROADCAST (9) Pantau status, Call Initiative & Analisa Selesai (6) Kemaskini & Tutup aduan Ya (4) Akses SMART /iCOMS dan sahkan aduan (5) Siasatan O&M SAF/ BAC Tidak Tidak Siasatan Lanjut (7) Kemaskini Siasatan O&M SW Ya (8) Siasatan , maklum balas melalui e-mail O&M TX, VNOC Cycle Time 1Hari 4 Hari
Restoration Complaint Process Flow (2) Terima Maklum Balas Buat Aduan PELANGGAN (3a) Terima Surat Akuan Ya Front Liner: TMpoint/100 SALES/ GCC/ 2. Pelanggan Berpuas hati fixed line/ Streamyx (3) Log di SMART/iCARE (1) Sahkan dan beri penerangan fixed line Tidak Streamyx (3) Log di iCOMS/iCARE CSM NEGERI / SDCO/ SNS/ BROADCAST (9) Pantau status, Call Initiative & Analisa Selesai (6) Kemaskini & Tutup aduan Ya (4) Akses SMART /iCOMS dan sahkan aduan (5) Siasatan O&M SAF/ 100: Internet service Tidak Tidak Siasatan Lanjut (7) Kemaskini Siasatan O&M SW Ya (8) Siasatan , maklum balas melalui e-mail O&M TX, VNOC Cycle Time 1Hari 4 Hari
Fault Reporting Process Flow (2) Terima Maklum Balas Buat Laporan PELANGGAN (3a) Terima Surat Akuan Ya Front Liner: 100 : fixed line/ Internet service 2. Pelanggan Berpuas hati fixed line/ Streamyx (3) Log di iCARE/Webstar (1) Sahkan dan beri penerangan fixed line Tidak Streamyx (3) Log di iCOMS/iCARE O&M SAF/ 100: Fixed line/Internet service Selesai (6) Kemaskini & Tutup aduan Ya (4) Akses Webstar/iCOMS dan sahkan laporan kerosakan (5) Siasat dan baikpulih Tidak Tidak Siasatan Lanjut (7) Kemaskini Siasatan O&M SW (fixed line) Ya Cycle Time 24jam
Buat Aduan (2) Terima Maklum Balas PELANGGAN (3a) Terima Surat Akuan Ya (3) Log di SMART/iCARE (1) Sahkan dan beri penerangan Pelanggan Berpuas hati Front Liner: TMpoint/100 SALES/ GCC/ Tidak (4) Sahkan aduan CSM NEGERI / SDCO Tidak Terima Aduan (7) Hantar Semula (9) Pantau status, Call Initiative & Analisa Ya (6) Kemaskini & Tutup aduan (5) Siasatan Cycle Time 3 Hari *Status Permohonan =5 hari 1Hari Other Complaint Process Flow
PACKAGE INFO CENTRE The information on the packages can be obtained from the following:- TMpoint TM Silver partners CASO Consumer Sales CSM www.streamyx.com.my, www.tm.com.my – Package info & updates 100 (press 2 :Internet Services) - Customer Interaction Center for product query, check streamyx availability etc.
Practice And Procedure VAS Bundling with Streamyx Combo
Objective • The objectives of this practice and procedure is • To inform all sales channels about the new Internet VAS bundle with Streamyx Combo. • To give proper guidelines to all the relevant parties on the implementation of the promotion 2 This practice and procedure is valid from 1st March 2008 until 1st March 2010.
VAS Offering with Streamyx Combo • Package 2 • Internet Security Premium • Online guard • Virus-shield & Anti • spamming • Xfilter Escan • @ RM 8 • Package 1 • Internet Security Basic • Online guard • Virus-shield & Anti • spamming • @ RM 3 Note: Charges are on a monthly basis
Terms & Conditions • Promotion is exclusive for Streamyx Combo subscribers only. • Service is subject to availability of Streamyx. • The minimum subscription period is 12 months. • Upgrade to Internet Security- Premium is available at SelfCare portal (www.tmbill.tm.net.my) • Customers can only upgrade to the Premium service after two months registering for the VASInternet Security Basic. • Customers are NOT allowed to terminate the serviceduring the minimum subscription period. If customers terminate within the minimum subscription period, the remaining balance will be charged to customer. • Customers are NOT allowed to downgrade the VAS services purchased. • Customers must provide a valid e-mail addressduring registration for e-mail notifications on the VAS services purchased. • The charges for Internet VAS will be billed to the ‘Bill Multimedia & Telefon’ together with the Streamyx Combo package. • VAS terms & conditions apply.
OPTION 1 OPTION 2 Internet Security- Basic (RM3.00) Desc: Online Guard RM1.50 Virus Shield & Anti-Spamming RM1.50 Internet Security -Premium (RM8.00) Desc: Online Guard RM1.50 Virus Shield & Anti-Spamming RM1.50 Xfilter Escan RM5.00 MIPS REGISTRATION PROCESS – VAS BUNDLING (OPT-IN) FOR NEW STREAMYX SUBSCRIBERS FOR RESELLER/ AE ONLY Internet Security Basic & Premium (ISB/ ISP) START Before proceeding to ‘Confirmation Page’, there will be 2 checkboxes to choose from (either ‘one’ ONLY): Reseller/ AE received Streamyx application from customer for ‘new’ account registration Register customer profiles in MIPS (standard process) Print confirmation slip + detail charge on OPTION 1or OPTION 2 YES END Agree ? Print confirmation slip (normal print out) NO
OPTION 1 OPTION 2 OPTION 2 Internet Security -Basic (RM3.00) Desc: Online Guard RM1.50 Virus Shield & Anti-Spamming RM1.50 Internet Security- Premium (RM8.00) Desc: Online Guard RM1.50 Virus Shield & Anti-Spamming RM1.50 Xfilter Escan RM5.00 Internet Security Basic (RM8.00) Desc: Online Guard RM1.50 Virus Shield & Anti-Spamming RM1.50 Xfilter Escan RM5.00 SELFCARE/ TM ONLINE SERVICES – VAS BUNDLING (OPT-IN) FOR EXISTING STREAMYX SUBSCRIBERS Internet Security Basic & Premium (ISB / ISP) Deal ISB/ ISP Tagged? START Prior to log-in to ‘Main Menu’, MCMB verify Streamyx Login ID based on ‘OPTION 1’ or ‘OPTION 2’ Deal Names Customer log-on to TM Online Services at https://tmbill.tm.net.my NO YES At ‘Main Menu’, customer will see… OPTION ? OPTION 1 OPTION 2 At ‘Main Menu’, customer will see… At ‘Main Menu’, customer will see… * Other visible menus (which might contain similar service): Subscribe to tmnet xfilter Subscribe to tmnet online guard Subscribe to Anti Virus Solution * Other Value Added Services ala carte’ & stand alone will not be visible. Menus to be hidden are: Subscribe to tmnet xfilter Subscribe to tmnet online guard Subscribe to Anti Virus Solution Download * tmnet online guard * Download tmnet xfilter(iShield) * Download tmnet xfilter(eScan) END END
Downloading process after successful Streamyx activation Upon successful Streamyx activation, an e-mail will be sent to the subscriber on steps to download the registered Internet VAS service.
Downloading process after successful Streamyx activation Note: A step-by step user guide will be available at www.tmbill.tm.net.my for both Online guard & XFilter Escan.
Upgrade to Internet Security- Premium Log on to www.tmbill.tm.net.my (SelfCare) Customer just need to download the Xfilter Escan client & use the existing Streamyx username and password Customer End The Internet Security- Basic deal will be disable @ SelfCare Click to upgrade from Internet Security Basic to Internet Security Premium SelfCare Portal Note: Minimum Subscription Period Is 12 Months. It Will Start From The Date Customer Change Their Package To The Streamyx Combo package.
Registration Procedure Account Category & Pricing Plan: Personal Plan Internet Security- Basic Plan Internet Security- Premium Note: Please select the appropriate category and the correct pricing plan during registration
STREAMYX COMBO FUN PACKAGE Date : 11th February 2008 47
Streamyx Combo – Fun Package The offerings About each offering - Games on Demand - Barclays Premier League - e-browse The Star - Britannica Encyclopedia - Family Education Package - Hypp.tv Ka-pow! Contact Persons Contents 48
Streamyx Combo – Fun Package 1) GameZone - Games on Demand 2) Hypp.tv - Barclays Premier League video clips 3) e-browse - The Star 4) B-Smart - Britannica Ecyclopedia Online 5) B-Smart - Family Education Package 6) Hypp.tv - Ka-pow! Contact Sport Video Only RM12.00 per month! Worth RM260.00 49