VTA:

As L2 support Engineer, we provide 24/7 support to Airtel Broadband customers. Our role starts
when customer enters in Airtel system until he exit. When customer opt a plan and it is managed by
us. Customer plan can be update in these ways which are given blow:

Plan Provisioning : It is a process in which plan has been updated. There are three ways of plan
provisioning.

1. AMD : We receive file from Airtel IT team in which we receive four type of AMD feed on daily
basis. After processing the file we validate the records.

2. Online VTA : We have exposed our web service to Airtel partner through which they change the
plan on fly.

3. Manual Plan Provisioning : It is the process in which we update the plan of Airtel broadband user
on request. We receive request from L1 support team on mail with required detail. we validates the
detail and update the plan as requested.

We are also responsible to replenish their quota on their respective billing cycle on which customer
are due for replenish.

Bill Cycle replenishment : In this process we calculate how much data will be replenished for
each customer that will be the sum of plan quota and all allotted top-ups on user includes
roll over data which user has as a balance at the time of replenishment. Roll over data can’t
be more than 1000 GB. Airtel allows roll over for some plan for some circles i.e. some A plan
package id for X circle is allow for roll over but same A plan package id id not allow for Circle
Y this is called circle wise configuration. There are 7 billing cycle (2,5,8,11,17,23,26).

When customer starts his consumption he is a acknowledged by sending alerts of 50%, 80%,
90%,100% consumption on his email id and mobile number.

Syslog Alert:

NSN generate trigger to our system. We rectify which type of trigger is generated by NSN. After
rectifying the trigger, we notify to the customer about their consumption on their email id and
mobile number.

If customer consume his 100% quota, it means customer will be on throttle speed. So we offer
some products so that customer can regain its normal speed and enjoy high speed quota. There
some VTA products which are given below:

VTA Products : Smart bytes, GB Top-up, Data Pack, myHome, Retention, Festive offer top-ups etc.

GB Top up : GB Topup is a extra GB component. It is recurring in nature i.e .it will replenish on each
bill cycle of customer untill it will deactivated. This component is provided to unlimited Airtel
Broadband user. This component is part of roll over data. This component is provided as a extra GB
to customer other than plan quota to enjoy high speed. This component is activated by Airtel
partner though the web service which we have exposed to them. A customer have only one GB
topup active at a time. It can be upgraded, downgraded and deactivated but not activated more
than one on single customer.

Smart byte : smartbyte is a onetime paid extra GB component. This component is provided to
unlimited Airtel Broadband user. This component is provided to user to regain its normal speed and
enjoy high speed. User can purchase smart byte any time. User can purchased smart byte from
different web portals. We have also exposed our web services to different Airtel partners like IVR,
selfcare through which they can purchase smartbyte on behalf of customer. We are take caring of its
billing. We have to validate the billing CDR(Call Detail Record)s for Smartbytes. Activation of smart
byte from web portal is secured by OTP authentication.

Data Pack : This is a paid quota based component. . It is recurring in nature i.e .it will replenish on
each bill cycle of customer until it will deactivated. This component is provided to unlimited Airtel
Broadband user. This component is part of roll over data. This component is provided to user to
enjoy high speed. User can purchase Data pack from web portals and through CCE. We have also
exposed our web services to different Airtel partners like IVR, selfcare through which they can
purchase Data pack on behalf of customer . We are take caring of its billing. We have to validate the
billing CDR(Call Detail Record)s for Data pack. Activation of Data pack from web portal is secured by
OTP authentication.

My Home : MyHome is a free GB component. It is recurring in nature i.e .it will replenish on each
bill cycle of customer untill it will deactivated. This component is provided to limited and unlimited
Airtel Broadband user. This component is not part of roll over data. This component is provided as a
extra GB to customer other than plan quota to enjoy high speed. This component is activated by
Airtel partner though the web service which we have exposed to them. A customer have only one
MyHome active at a time. It can be upgraded, downgraded and deactivated but not activated more
than one on single customer. For activation they pass dsl id and GB value from which they want to
activate and for deactivation they just pass dsl id and 0 as gb value.

Retention : This is a free GB component. This component is provided to Airtel Broadband user as
extra GB other than plan quota to retain their valuable customer. This component is for unlimited
Broadband user. This component is provided to user to enjoy high speed. We receive file from audit
migration team in which they provide bulk data which we process at our end. It is a manual time
taking process.

Festive offer : This is also a free GB Top up component. This component is provided to user as a
campaign. This component is provided to new Airtel broadband users for few months .This
component is activated through ACS system.

Apart from these products we also provide some other services like: Plan upgrade portal, MIS
Portal, Balance quota service, IP2User service, Redirection portal.

Balance Quota Service : Balance Quota Service is a web service which is exposed to third party to
view the details like user detail,plan detail. We exposed this service to Selfcare, IVR to show the
details on selfcare portal. In balance quota service we require DSL ID and channel as request
parameters and as a response we provide the following details: Dsl ID,Billing Date,Days left in Next
Bill Cycle,Plan Speed,Throttle Speed,Total Allocated Quota in current bill cycle,Balnce Quota, total
allocated quota in current bill cycle and balance quota for each bucket.

IP2User Service: This is a third party service which we used to resolve the Dsl_id from the IP of the
customer. When we receive the hit on plan upgrade portal or on Smartbytes portal we receive the IP
from where the hit is originated, than we call this service to get the Dsl_id of the customer and after
getting the Dsl_id we proceed our process further. We also expose this service to different airtel
vendors to fetch the DSL ID from IP.

Redirection Portal: It is customer facing portal. Before 90% of data consumption, only once on 50%
& 80% data consumption, customer will redirected to this. The portal also gives the option of plan
upgrade by showing the best fit plan to customer. Also by clicking SB portal link, user can go to Web
portal to purchase Smartbytes and data-packs.

Plan Upgrade Portal: Plan upgarde portal is user facing portal with the help of this portal user can
upgrade his plan by clicking on "upgrade now" button. Customer can reach this portal from
redirection portal . When customer come from redirection portal in request we get the dsl id of the
customer . On this portal we display total quota replenished in each bucket of customer, balance
quota of the customer, days left in billing cycle along with last six months smartbytes purchase
details. Here we offer the best suited plan for customer depends on given conditions:

New plan quota > Current plan quota

New plan rental > Current plan rental + 100

New plan Speed >= Current plan speed.

This portal also have a link of a web portal where we offer Smartbytes and data pack top-up to
customer.

MIS Portal: It is a web portal for Airtel customer care executives where we display customer plan
details, active top-ups, billing date, quota replenished in current bill cycle along with the balance
quota in current bill cycle separated in each bucket. Here we provide the link through which CCE can
purchase smartbytes and data-packs on behalf of customer. We also display the history of quota
consumption alerts send to the customers in last two billing cycles along with smartbytes purchase
details in last three bill cycles and plan upgrade request for the customer. Also have links for speed
based plan and quota based plan.

We also support Airtel internal team:

L1 Support Team : They send us mail to update the plan and user detail manually with required
details. ,we resolve the queries regarding plan provisioning ,detail of user ,syslog alerts through
phone and email and also provide data on demand by hitting database.

Airtel NOC Team : We coordinate with NOC team regarding speed issue of the customer, Bill cycle
Replenishment, No Account Case ,To apply RCA of static IP user,IP2user failure cases ,if any Airtel
service is down and we also provide them data on demand.
Airtel Marketing/Management Team : They provide us VTA plan master ,to launch campaign, if any
plan is not available in VTA plan master we coordinate with marketing team ,we provide them data
on demand. We also test and launch different packages with help of this team.

RA Team : They provide us Manual Recon file which we process at our end .

CSD Team : Regarding approval of white listing ,regarding custom replenish of data. We also provide
them data on demand.

NSG Team : Regarding any policy implementation, server architecture and we provide them data on
demand by hitting database.