CONFIDENTIAL

TRAINING SLIDE
TEMPORARY PACKAGE FOR BUSINESS
 PLEASE TREAT THIS AS CONFIDENTIAL

AGENDA
1. INTRODUCTION TO TEMPORARY PACKAGE
2. BACKGROUND OF INITIATIVE
3. PROCESS FLOW
4. BUSINESS RULES / GUIDELINES
5. TARGET MARKET
6. SYSTEM
7. LAUNCH DATE
8. FAQS
9. CONTACT PERSON
 INTRODUCTION
1. Temporary package for business is a NEW broadband package for business
customers. It is suitable for temporary use of broadband especially events.
2. Service duration or contract period for this package is ONE (1) month only and
the service will be terminated automatically by system after 1 month.
3. Temporary Line Package is created due to currently, we don’t have specific
temporary line package to be offered to customer if customer request a
broadband for event.
4. In order to fulfill customer request, sales team will proceed with installation by
using the commercial package. At the end of the day, TM will terminate the
account & waived the penalty fee for this customer.

VALUE PROPOSITION

 TM able to cater business customer need like event.

 No adjustment need to be done by sales team for penalty fee amount
 SME SALES STATE/TM ONE STATE PROCESS
Registration & Provisioning Process of Temporary Line For Business S10-S40, A10
 TM ONE HQ PROCESS
Registration & Provisioning Process of Temporary Line For Business S30-S40, A10
 SME SALES STATE/TM ONE STATE PROCESS

Termination Process of Temporary Line For Business for S10-S40,A10 ( within 30 days)

Notes:
1) System will auto terminate after 30 days. This process only applicable if customer insist to terminate before 30 day period.
2) No billing adjustment needed for this temporary line.
3) Customer not required to return all CPEs.
4) SME sales team: Process orders for S10-S20
5) TM One State team: Process orders for S30-S40,A10
 TM ONE HQ PROCESS
Termination Process of Temporary Line For Business for S30-S40,A10 ( within 30 days)

Notes:
1) System will auto terminate after 30 days. This process only applicable if customer insist to terminate before 30 day period.
2) No billing adjustment needed for this temporary line.
3) Customer not required to return all CPEs.
4) TM One HQ AM: Process orders for S30-S40,A10
ADJUSTMENT/REBATE PROCESS COMPLAINT FOR TEMPORARY PACKAGE
 OFFERINGS
Temporary Line 10 Mbps Temporary Line 30 Mbps Temporary Line 800 Mbps

Speed • Download: Up to 10Mbps • Download: up to 30Mbps • Download: up to 800Mbps

• Upload: Up to 10Mbps • Upload: Up to 10Mbps • Upload: up to 200Mbps

Add Ons • Fixed IP • Fixed IP • Fixed IP

• 1 fixed IP = RM200 • 1 fixed IP = RM200 • 1 fixed IP = RM200
• 5 fixed IP = RM300 • 5 fixed IP = RM300 • 5 fixed IP = RM300

CPE • ADSL modem or • Single Box • BTU

• VDSL modem • RG

Penalty NA NA NA

Area ADSL / SUBB only VDSL only FTTH only

Price (OTC) RM 899 RM 1299 RM 1899

• Auto terminate after 1 month from service activation date.

• Price include installation & CPE fees.
• Customer to pay OTC charges with SST (package price + add ons price – if any).
 CALCULATION ON THE PACKAGE PRICE OFFERINGS

Temporary Line 10 Mbps Temporary Line 30 Mbps Temporary Line 800 Mbps

With 1 With 5 With 1 With 5 With 1 With 5

Basic Basic Basic
Fixed IP Fixed IP Fixed IP Fixed IP Fixed IP Fixed IP

Price without SST RM899 RM 1099 RM 1199 RM 1299 RM 1499 RM 1599 RM 1899 RM 2099 RM 2199

Stamp Duty RM10 RM10 RM10 RM10 RM10 RM10 RM10 RM10 RM10

SST RM53.94 RM65.94 RM71.94 RM77.94 RM89.94 RM95.94 RM113.94 RM125.94 RM131.94

Total Price with SST RM 962.95 RM1174.95 RM1280.95 RM1386.95 RM1598.95 RM1704.95 RM2022.95 RM2234.95 RM2340.95
 TEMPORARY PACKAGE FOR BUSINESS – BUSINESS RULES / GUIDELINES
GENERAL
1. Applicable for business customer (SME segment –S10 ,S20,S30 and S40) who want to request temporary unifi service
i.e. event
2. Registration only applicable through CXM state only.
3. Applicable for order type New Install and Termination only.
4. NO relocation are allowed.
NEW INSTALL

1. Customers are allow to add Fixed IP during NI order creation only.

2. Customer need to pay the package fee within 3 days after order successfully created.
3. If no payment received within 3 days, sales team to inform processor to cancel the order.
4. If customer decided to cancel subscription after payment made, the refund process about 1- 3 months into customer
account.
5. If the premise requires non-standard installation or additional cabling (if applicable), extra charges will be imposed
by the TM contractor (the charges will be borne by the customer).
 TEMPORARY PACKAGE FOR BUSINESS – BUSINESS RULES / GUIDELINES
TERMINATION

1. Temporary Package will be auto terminate after 30 days from the activation date.
2. No pro rate charge if customer terminate temporary package less in than 1 month from activation date.
3. Customers are not require to return CPE (BTU/Modem).
4. Early termination need to be done manually by processor

ASSURANCE

1. Assurance Process follow as per existing process

2. Technical team to use below LOV during assurance (CPE replacement):
UniFi TT
a) Cause Category : TM_CPE/BTU
b) Cause Code : Any of Cause Code
c) Resolution Code : TMCPE Replaced

BAU TT
a) Cause Category : Any of Cause Category
b) Cause Code : Any of Cause Code
c) Disposition Cause Category : TMCPE
d) Disposition Cause Code : TMCPE_Replaced
TARGET MARKET

Business Customer
(SME & Enterprise)
SYSTEM - SCREENSHOT
 SYSTEM (NOVA)

ORDER CAPTURE (NEW INSTALL)

 SYSTEM (NOVA)

ORDER CAPTURE (NEW INSTALL)

 SYSTEM (NOVA)

ORDER CAPTURE (NEW INSTALL)

Temporary Line Product:

10Mbps-ADSL/SUBB
30Mbps – VDSL
800Mbps- FTTH
 SYSTEM (NOVA)

ORDER CAPTURE (NEW INSTALL –NOT ALLOWED TO ADD ANY DISCOUNT)

 SYSTEM (NOVA)

ORDER CAPTURE (NEW INSTALL –NOT ALLOWED TO ADD ANY DISCOUNT)

 SYSTEM

ORDER CAPTURE (NEW INSTALL –NOT ALLOWED TO ADD PROMO DISCOUNT)

 SYSTEM (NOVA)

ORDER FULLFILLMENT (NEW INSTALL)

 SYSTEM (NOVA)

ORDER TERMINATE (AUTO TERMINATE AFTER 1-MONTH)

 SYSTEM (NOVA)

ORDER TERMINATE (AUTO TERMINATE AFTER 1-MONTH)

 SYSTEM (NOVA)

SYSTEM NOT ALLOWED TO ADD 1 FIXED IP OTC OR 5 FIXED IP OTC FOR OTHER THAN TEMPORARY LINE PACKAGE.
 SYSTEM (NOVA)

SYSTEM NOT ALLOWED TO ADD 1 FIXED IP OTC OR 5 FIXED IP OTC FOR OTHER THAN TEMPORARY LINE PACKAGE.
 SYSTEM (NOVA)

ORDER TYPE : RELOCATE

 SYSTEM (NOVA)

ORDER TYPE : MODIFY

 SYSTEM (NOVA)

ORDER TYPE : MODIFY UPGRADE/DOWNGRADE

 SYSTEM SIEBEL (ICP)

ORDER CAPTURE (NEW INSTALL)

c
 SYSTEM SIEBEL (ICP)

ORDER CAPTURE (NEW INSTALL)

 SYSTEM SIEBEL (ICP)

ORDER CAPTURE (NEW INSTALL)

 SYSTEM SIEBEL (ICP)

ORDER TYPE : CPE SWAP

 SYSTEM SIEBEL (ICP)

ORDER TYPE : SWAP CPE

 SYSTEM SIEBEL (ICP)

ORDER CAPTURE (NEW INSTALL –NOT ALLOWED TO MODIFY SERVICE ACCOUNT)

 SYSTEM SIEBEL (ICP)
SYSTEM NOT ALLOWED TO ADD ANY VAS /PROMO DISCOUNT.
 SYSTEM SIEBEL (ICP)
SYSTEM NOT ALLOWED TO ADD 1 FIXED IP OR 5 FIXED IP FOR OTHER THAN TEMPORARY LINE PACKAGE.
 SYSTEM SIEBEL (ICP)
SYSTEM NOT ALLOWED TO ADD 1 FIXED IP OR 5 FIXED IP FOR OTHER THAN TEMPORARY LINE PACKAGE.
 SYSTEM SIEBEL (ICP)
SYSTEM NOT ALLOWED TO ADD/REMOVE UNIFI TV AND ANY PROMO DISCOUNT
 SYSTEM (ICP)

ORDER TERMINATE (AUTO TERMINATE AFTER 1-MONTH)

 SYSTEM (ICP)

ORDER TERMINATE (AUTO TERMINATE AFTER 1-MONTH)

SYSTEM SWIFT PORTAL
SYSTEM SWIFT PORTAL
SYSTEM SWIFT PORTAL
SYSTEM SWIFT TAB
 SYSTEM SWIFT TAB

C
 SYSTEM SIEBEL
INSTALLED ASSETS (AFTER TERMINATION)
 SYSTEM SIEBEL
INSTALLED ASSET (POST COMPLETE)

Info from SWIFT Tablet

LAUNCH

NOVA: 6th JULY 2020

ICP: 21st JULY 2020
FAQS
 FREQUENTLY ASKED QUESTIONS (FAQS)

1 What is Temporary Package for Business?

• A special unifi package for temporary use such as event.

2 What is the target market for this package?

• New and existing business customer (SME customers , S10-S40)

3 Is customer been imposed for Advance Payment?

• No, customer will not be imposed for Advance Payment. However, customer have to made payment to the respective sales
team for the package subscription fees 3-days upon registration to avoid order being cancelled.
4 Can customer request to have price discount for the selected package?
• No, any price discount is not allowed to be added for the selected package.

5 What is the minimum subscription period for Temporary package?

• Minimum subscription period is 30 days only.

6 Is customer allowed to proceed with relocation order?

• No, customer is not allowed to proceed with relocation order.
 FREQUENTLY ASKED QUESTIONS (FAQS)

7 Is customer allowed to add on any VAS to this package upon registration?

• Yes, only Fixed IP is allowed to be added upon registration.

8 Who is authorize to process order creation for this package?

• CXM State is authorize to process order creation for this package.

9 Is there any contract period upon subscription of this package?

• No, there is no contract period for this package.

10 Does customer allow to terminate Temporary package in less than 30 days from activation date?
• Yes, but there is no pro rate charge. Customer must pay for full 1-month package subscription charge.

11 Do customers need to return their equipment during termination?

• No, customers do not need to return their equipment during termination

12 Will penalty impose for early termination?

• No penalty will be imposed for early termination.
 FREQUENTLY ASKED QUESTIONS (FAQS)

13 How much should customer pay for this package?

Customer to pay One Time Charge (OTC) charges with SST (package price + add ons price – if any).
Kindly refer below table for details.

Temporary Line 10 Mbps Temporary Line 30 Mbps Temporary Line 800 Mbps

With 1 With 5 With 1 With 5 With 1 With 5

Basic Basic Basic
Fixed IP Fixed IP Fixed IP Fixed IP Fixed IP Fixed IP

Price without SST RM899 RM 1099 RM 1199 RM 1299 RM 1499 RM 1599 RM 1899 RM 2099 RM 2199

Stamp Duty RM10 RM10 RM10 RM10 RM10 RM10 RM10 RM10 RM10

SST RM53.94 RM65.94 RM71.94 RM77.94 RM89.94 RM95.94 RM113.94 RM125.94 RM131.94

Total Price with SST RM 962.95 RM1174.95 RM1280.95 RM1386.95 RM1598.95 RM1704.95 RM2022.95 RM2234.95 RM2340.95
 FREQUENTLY ASKED QUESTIONS (FAQS)

14 Are there any penalty charges been imposed if customer did not return the equipment during termination?

• No, there are no penalty charges been charged to the customer.

15 Can customer get refund if cancel order after payment for package subscription fees has been made?
• Yes, but the refund process takes up to 3 months.

16 What happen to order if customer fail to make payment within 3 days after order created?
• The order will be cancelled by TM

17 If customer CPE is faulty and need replacement, does CCP charge will be imposed?
• No, no CCP charge will be imposed for CPE replacement for this temporary package.

18 Do customer need to pay for installation charge?

• Customer need to pay extra charges if the premise requires non-standard installation or additional cabling (if applicable). The
extra charges will be imposed by the TM contractor.
 FREQUENTLY ASKED QUESTIONS (FAQS)

19 What is the closure code for CTT for CPE replacement?

• Closure code is “TM Fault”. Details as below:
UniFi TT
a) Cause Category : TM_CPE/BTU
b) Cause Code : Any of Cause Code
c) Resolution Code : TMCPE Replaced

BAU TT
a) Cause Category : Any of Cause Category
b) Cause Code : Any of Cause Code
c) Disposition Cause Category : TMCPE
d) Disposition Cause Code : TMCPE_Replaced

20 What happen if frontliner choose closure code other than “TM Fault”?

• Customer will be charged for the CPE replacement and processor need to do adjustment to customer account.
(Note: to follow SR Complain - adjustment process)

21 What if I changed my mind to not proceed with subscription of temporary package?

• We can cancel your order and refund your payment if you decided to not proceed with the subscription before the installation
done. The refund process will follow current refund process.
22 What if customer interested to subscribe this package more than 1 month?
• Customer is advise to subscribe to commercial package.
 CONTACT PERSON
If you have any enquiries, please do contact:
SALES TEAM
Omrainee Binti Omar Khairul Nasri Bin Resali
Head SME GTM Northern Region Head SME GTM Central Region
Email: omrainee@tm.com.my Email: knasri.resali@tm.com.my
FIXED SERVICES ( OPERATION )
Wan Norazlan Wan Mohamad Isa Najat Binti Muhamad
Assistant General Manager Manager
Email: azlanisa@tm.com.my Email: najat.muhamad@tm.com.my
FIXED SERVICES ( ENHANCEMENT )
Norhayati Ab Hakim Safuraa Binti Mohd Zamri
Assistant General Manager Manager
Email: yatt@tm.com.my Email: safuraa.zamri@tm.com.my
Norhelmi Bin Mohidin
Team Lead In-Base Management
Email: norhelmi.mohidin@tm.com.my
Mohamad Faiz Bin Ismail
Assistant Manager
Email: mailto:mfaiz.ismail@tm.com.my
Shah Nurul Aqmal binti Shahimi
Assistant Manager
Email: shahnurulaqmal.shahimi@tm.com.my
55
THANK YOU!