STREAMYX COMBO PACKAGE

Telekom Malaysia Berhad (TM)

JUNE 2009

Overview
Package effective date 1st March 2008

Approach

Subscribe Streamyx & get Voice offerings

Promotion Objectives

To get new acquisition of Streamyx customers

To erase the perceptions and mindset of having line rental by the public & rebut competitors
offering

To increase retention levels for TM Homeline services To introduce an attractive entry level of broadband package

Target Customer

Consumer market

Package Concept
Entry Package Add Broadband Speed ADD RM30 512kbps speed Monthly fee

Combo RM60
UNLIMITED 384kbps With Modem (Inclusive fixed line rental, normal call charges)

ADD RM50 1Mbps speed Monthly fee

RM90
ADD RM80 2Mbps speed Monthly fee

RM110

Add Voice Plan

ADD RM100 4Mbps speed Monthly fee

RM140

RM160

ADD RM28 UNLIMITED Local Call and STD (F2F) Call to mobile & other operators @ 25sen/min Note: The voice offerings is subject to 5% service tax. Voice offerings is also applicable to Streamyx applicant who is not telephone owner

Add Voice Plan

Streamyx Combo And Add On Offering

Speed Add On Voice Add On Value Added Services Add On Content & Application

384kbps @ RM60 512kbps @ RM90 1Mbps @ RM110 2Mbps @ RM140 4Mbps @ RM160

Unlimited nationwide
call between TM fixed line. Mobile call at flat rate charge 25sen/min (Voice RM28)

Internet Security Basic @ RM3

Online Guard, Virus Shield

Fun package RM12

The Star E-paper Brittanica Encyclopedia Hypp.TV: Barclays Premier

Online

& Anti Spamming

Internet Security Premium @ RM8

Online Guard, Virus Shield

League Clips package

Online games E-Learning Family Education

& Anti Spamming, Xfilter Escan

package
Hypp.TV: Ka-Pow! Contact

Sports Video

Note: For more details, please refer to respective P&P product slides

Package Description
Combo package Special Offerings Other features Option on Voice Offerings

ADSL 384Kbps

Monthly subscription fee @ RM60 Inclusive of fixed line rental

Monthly subscription fee @ RM90 Inclusive of fixed line rental

ADSL 512kbps

Monthly subscription fee at

ADSL 1Mbps

Monthly subscription fee @ RM110 Inclusive of fixed line rental

With Modem Dynamic IP 1 email a/c

ADSL 2Mbps

Monthly subscription fee @ RM140 Inclusive of fixed line rental

Monthly subscription fee @ RM160 Inclusive of fixed line rental

RM28 Unlimited local & STD call nationwide (F2F) Call to any mobile number & other operators @ 25 sen/min

ADSL 4Mbps

Note: Voice offerings are subject to service tax of 5%.

One time charge

Activation fee Installation fee (if applicable)

RM75 RM88

Package Comparison for New Customer

Standard Price (RM) Combo package Special Offerings Streamyx Fixed line rental Total SAVINGS (RM)

ADSL 384Kbps

Monthly subscription fee @ RM60 Inclusive of fixed line rental

Monthly subscription fee @ RM90 Inclusive of fixed line rental

45

25

70

10

ADSL 512kbps

77

25

102

12

ADSL 1Mbps

Monthly subscription fee @ RM110 Inclusive of fixed line rental Monthly subscription fee @ RM140 Inclusive of fixed line rental Monthly subscription fee @ RM160 Inclusive of fixed line rental

99

25

124

14

ADSL 2Mbps

188

25

213

73

ADSL 4Mbps

268

25

293

133

Package Comparison for Existing Customer

Speed

Combo Only (RM)

Combo With Voice (RM)

Standard Price with DEL rental (RM)

Standard Price with DEL rental + Voice (RM)

Difference without Voice (RM)

Additional fee required for unlimited Voice (RM)

384Kbps

60

88

70

80

(10)

512kbps

90

118

102

112

(12)

1Mbps

110

138

124

134

(14)

2Mbps

140

168

213

223

(73)

55

4Mbps

160

188

293

303

(133)

115

Terms and 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 subject

to TM Homeline Terms & Conditions. The minimum subscription period is 12 MONTHS. 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 NOT applicable 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. For existing customers, new modem will NOT be given if they subscribe to Streamyx Combo. The warranty will be extended to existing modem. But if their existing modem faulty after subscribe to Streamyx Combo, it will replace with the new modem. 7 days auto account activation is applicable to Streamyx In-a-box package.

Terms and Conditions

Add On for Voice Plan or Value Added Services or Content & Application is on top of any combo package. For Voice Plan RM28: - Not applicable for customer who have call plan @ ALPP. - Subject to 5% Service Tax. - The existing voice / call plan will be terminated on the next bill date (Service level).

- Customer can start enjoying Voice Plan on the next TM Homeline bill date after Streamyx service is
activated. The voice charges before such notification(s) will be treated as normal charges. - Voice 28 can only be tagged/subscribed if the customers have subscribed to Streamyx Combo. 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 (in Service level) 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 details after Streamyx service is activated.

Terms and 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 nontelephone 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

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.

CSR / Sales Agent explain the T&C

TMpoint/reseller must inform customer of the condition : after 3 months, if Streamyx cant 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.

Next page

New DEL + Streamyx Combo Process

Processing in CASS
Processor must key in related plan code, in order for the customer to receive 3 months rental waiver.
Every month, ITSSO will extract new DEL registration under Streamyx Combo package to check weather Streamyx can be given After 6 weeks of DEL registration, Consumer Sales will inform customers if Streamyx cant be given, and offer customer with other packages.

Extraction by ITSSO monthly

Consumer Sales to inform customers

END

Customer may continue using our TM Homeline, or terminate and no penalty will be charged.

Pricing Plan Description - New

Plan Name Plan Streamyx G.Lite Home 384k Basic 60 - With Modem (Streamyx Combo) Plan Streamyx G.Lite Home 384k Basic 60 - With Modem (Streamyx Combo) (Streamyx in a box) Plan Streamyx G.Lite Home 384k Basic 60 - With Modem (Streamyx Combo) (Online Registration) Plan Streamyx G.Lite Home 384k Basic 60 - With Modem (Streamyx Combo) (TM Net Website Registration) Plan Streamyx G.Lite Home 384k Basic 60 - With Modem (Streamyx Combo) (Voice 28) Plan Streamyx G.Lite Home 384k Basic 60 - With Modem (Streamyx Combo) (Voice 28) (Streamyx in a box) Plan Streamyx G.Lite Home 384k Basic 60 - With Modem (Streamyx Combo) (Voice 28) (Online Registration) Plan Streamyx G.Lite Home 384k Basic 60 - With Modem (Streamyx Combo) (Voice 28) (TM Net Website Registration) Commercial Name Streamyx 384k (With Modem) RM60 (Streamyx Combo) Streamyx 384k (With Modem) RM60 (Streamyx Combo) (Streamyx in a box) Streamyx 384k (With Modem) RM60 (Streamyx Combo) (Online Registration) Streamyx 384k (With Modem) RM60 (Streamyx Combo) (TM Net Website Registration) Streamyx 384k (With Modem) RM60 (Streamyx Combo) (Voice 28) Streamyx 384k (With Modem) RM60 (Streamyx Combo) (Voice 28) (Streamyx in a box) Streamyx 384k (With Modem) RM60 (Streamyx Combo) (Voice 28) (Online Registration) Streamyx 384k (With Modem) RM60 (Streamyx Combo) (Voice 28) (TM Net Website Registration) Sef Code Modem code Download speed Upload speed

HM31

MM02

384k

128k

HM31

MM02

384k

128k

HM31

MM02

384k

128k

HM31

MM02

384k

128k

HM31

MM02

384k

128k

HM31

MM02

384k

128k

HM31

MM02

384k

128k

HM31

MM02

384k

128k

Pricing Plan Description - New

Plan Name Plan Streamyx G.Lite Home 512k Basic 90 - With Modem (Streamyx Combo) Plan Streamyx G.Lite Home 512k Basic 90 - With Modem (Streamyx Combo) (Streamyx in a box) Plan Streamyx G.Lite Home 512k Basic 90 - With Modem (Streamyx Combo) (Online Registration) Plan Streamyx G.Lite Home 512k Basic 90 - With Modem (Streamyx Combo) (TM Net Website Registration) Plan Streamyx G.Lite Home 512k Basic 90 - With Modem (Streamyx Combo) (Voice 28) Plan Streamyx G.Lite Home 512k Basic 90 - With Modem (Streamyx Combo) (Voice 28) (Streamyx in a box) Plan Streamyx G.Lite Home 512k Basic 90 - With Modem (Streamyx Combo) (Voice 28) (Online Registration) Plan Streamyx G.Lite Home 512k Basic 90 - With Modem (Streamyx Combo) (Voice 28) (TM Net Website Registration) Commercial Name Streamyx 512k (With Modem) RM90 (Streamyx Combo) Streamyx 512k (With Modem) RM90 (Streamyx Combo) (Streamyx in a box) Streamyx 512k (With Modem) RM90 (Streamyx Combo) (Online Registration) Streamyx 512k (With Modem) RM90 (Streamyx Combo) (TM Net Website Registration) Streamyx 512k (With Modem) RM90 (Streamyx Combo) (Voice 28) Streamyx 512k (With Modem) RM90 (Streamyx Combo) (Voice 28) (Streamyx in a box) Streamyx 512k (With Modem) RM90 (Streamyx Combo) (Voice 28) (Online Registration) Streamyx 512k (With Modem) RM90 (Streamyx Combo) (Voice 28) (TM Net Website Registration) Sef Code HM01 Modem code MM02 Download speed 512k Upload speed 256k

HM22

MM02

512k

256k

HM01

MM02

512k

256k

HM01

MM02

512k

256k

HM01

MM02

512k

256k

HM22

MM02

512k

256k

HM01

MM02

512k

256k

HM01

MM02

512k

256k

Pricing Plan Description - New

Plan Name Plan Streamyx G.Lite Home 1.0M Basic 110 - With Modem (Streamyx Combo) Plan Streamyx G.Lite Home 1.0M Basic 110 - With Modem (Streamyx Combo) (Streamyx in a box) Plan Streamyx G.Lite Home 1.0M Basic 110 - With Modem (Streamyx Combo) (Online Registration) Plan Streamyx G.Lite Home 1.0M Basic 110 - With Modem (Streamyx Combo) (TM Net Website Registration) Plan Streamyx G.Lite Home 1.0M Basic 110 - With Modem (Streamyx Combo) (Voice 28) lan Streamyx G.Lite Home 1.0M Basic 110 - With Modem (Streamyx Combo) (Voice 28) (Streamyx in a box) Plan Streamyx G.Lite Home 1.0M Basic 110 - With Modem (Streamyx Combo) (Voice 28) (Online Registration) Plan Streamyx G.Lite Home 1.0M Basic 110 - With Modem (Streamyx Combo) (Voice 28) (TM Net Website Registration) Commercial Name Streamyx 1.0M (With Modem) RM110 (Streamyx Combo) Streamyx 1.0M (With Modem) RM110 (Streamyx Combo) (Streamyx in a box) Streamyx 1.0M (With Modem) RM110 (Streamyx Combo) (Online Registration) Streamyx 1.0M (With Modem) RM110 (Streamyx Combo) (TM Net Website Registration) Streamyx 1.0M (With Modem) RM110 (Streamyx Combo) (Voice 28) Streamyx 1.0M (With Modem) RM110 (Streamyx Combo) (Voice 28) (Streamyx in a box) Streamyx 1.0M (With Modem) RM110 (Streamyx Combo) (Voice 28) (Online Registration) Streamyx 1.0M (With Modem) RM110 (Streamyx Combo) (Voice 28) (TM Net Website Registration) Sef Code HM06 Modem code MM02 Download speed 1.0M Upload speed 384k

HM23

MM02

1.0M

384k

HM06

MM02

1.0M

384k

HM06

MM02

1.0M

384k

HM06

MM02

1.0M

384k

HM23

MM02

1.0M

384k

HM06

MM02

1.0M

384k

HM06

MM02

1.0M

384k

Pricing Plan Description - New

Plan Name Plan Streamyx G.Lite Home 2.0M Basic 140 - With Modem (Streamyx Combo) Plan Streamyx G.Lite Home 2.0M Basic 140 - With Modem (Streamyx Combo) (Voice 28) Plan Streamyx G.Lite Home 4.0M Basic 160 - With Modem (Streamyx Combo) Plan Streamyx G.Lite Home 4.0M Basic 160 - With Modem (Streamyx Combo) (Voice 28) Commercial Name Streamyx 2.0M (With Modem) RM140 (Streamyx Combo) Streamyx 2.0M (With Modem) RM140 (Streamyx Combo) (Voice 28) Streamyx 4.0M (With Modem) RM160 (Streamyx Combo) Streamyx 4.0M (With Modem) RM160 (Streamyx Combo) (Voice 28)

Sef Code
HM37 HM37

Modem code
MM02

Download speed
2.0M

Upload speed
384k

MM02

2.0M

384k

HM35

MM02

4.0M

512k

HM35

MM02

4.0M

512k

Note: Streamyx 2.0M & 4.0M are tag to access indicator TVOE. Streamyx in the online registration are not applicable. box &

Upgrade / Downgrade Process

Upgrade/downgrade for both Streamyx pricing & Voice packages can only be done via Existing pricing Choose Upgrade/Downgrade Remarks MIPS. plan plan Scenario of upgrade/downgrade as per below:
Customer will be charge Streamyx + Voice 28
Upgrade call plan (Add on Voice 28) Plan without Voice 28 Plan with same speed plus Voice 28 effective on the next bill. Open to Silver Partner, Channel, CSM & TMpoint

Downgrade call plan (Terminate Voice 28)

Plan with Voice 28

Plan with same speed but without Voice 28

Call plan will be charge as per normal rate. Customer will be charge Streamyx only on the next
bill. Open to TMpoint only

Upgrade/Downgrade Streamyx combo.

Plan with lower speed

Plan with higher speed

As per current upgrade/downgrade process flow. Silver partners are allow to upgrade only.

Pricing Upgrade / Downgrade

Plan Name Plan Streamyx G.Lite Home 384k Basic 60 - With Modem (Streamyx Combo) (Upgrade) Plan Streamyx G.Lite Home 384k Basic 60 - With Modem (Streamyx Combo) (Voice 28) (Upgrade) Plan Streamyx G.Lite Home 384k Basic 60 - With Modem (Streamyx Combo) (Upgrade/Downgrade) Plan Streamyx G.Lite Home 384k Basic 60 - With Modem (Streamyx Combo) (Voice 28) (Upgrade/Downgrade) Commercial Name Streamyx 384k (With Modem) RM60 (Streamyx Combo) (Upgrade) Streamyx 384k (With Modem) RM60 (Streamyx Combo) (Voice 28) (Upgrade) Streamyx 384k (With Modem) RM60 (Streamyx Combo) (Upgrade/Downgrade) Streamyx 384k (With Modem) RM60 (Streamyx Combo) (Voice 28) (Upgrade/Downgrade) Sef Code HM31 Modem code MM02 Download speed 384k Upload speed 128k

HM31

MM02

384k

128k

HM31

MM02

384k

128k

HM31

MM02

384k

128k

Plan Streamyx G.Lite Home 512k Basic 90 - With Modem (Streamyx Combo) (Upgrade)
Plan Streamyx G.Lite Home 512k Basic 90 - With Modem (Streamyx Combo) (Voice 28) (Upgrade) Plan Streamyx G.Lite Home 512k Basic 90 - With Modem (Streamyx Combo) (Upgrade/Downgrade) Plan Streamyx G.Lite Home 512k Basic 90 - With Modem (Streamyx Combo) (Voice 28) (Upgrade/Downgrade)

Streamyx 512k (With Modem) RM90 (Streamyx Combo) (Upgrade)

Streamyx 512k (With Modem) RM90 (Streamyx Combo) (Voice 28) (Upgrade) Streamyx 512k (With Modem) RM90 (Streamyx Combo) (Upgrade/Downgrade) Streamyx 512k (With Modem) RM90 (Streamyx Combo) (Voice 28) (Upgrade/Downgrade)

HM01

MM02

512k

256k

HM01

MM02

512k

256k

HM01

MM02

512k

256k

HM01

MM02

512k

256k

Pricing Plan Description - New

Plan Name Plan Streamyx G.Lite Home 2.0M Basic 140 - With Modem (Streamyx Combo) (Upgrade) Plan Streamyx G.Lite Home 2.0M Basic 140 - With Modem (Streamyx Combo) (Voice 28) (Upgrade) Plan Streamyx G.Lite Home 2.0M Basic 140 - With Modem (Streamyx Combo) (Upgrade/Downgrade) Plan Streamyx G.Lite Home 2.0M Basic 140 - With Modem (Streamyx Combo) (Voice 28) (Upgrade/Downgrade) Plan Streamyx G.Lite Home 4.0M Basic 160 - With Modem (Streamyx Combo) (Upgrade) Plan Streamyx G.Lite Home 4.0M Basic 160 - With Modem (Streamyx Combo) (Voice 28) (Upgrade) Plan Streamyx G.Lite Home 4.0M Basic 160 - With Modem (Streamyx Combo) (Upgrade/Downgrade) Plan Streamyx G.Lite Home 4.0M Basic 160 - With Modem (Streamyx Combo) (Voice 28) (Upgrade/Downgrade) Commercial Name Streamyx 2.0M (With Modem) RM140 (Streamyx Combo) (Upgrade) Streamyx 2.0M (With Modem) RM140 (Streamyx Combo) (Voice 28) (Upgrade) Streamyx 2.0M (With Modem) RM140 (Streamyx Combo) (Upgrade/Downgrade) Streamyx 2.0M (With Modem) RM140 (Streamyx Combo) (Voice 28) (Upgrade/Downgrade) Streamyx 4.0M (With Modem) RM160 (Streamyx Combo) (Upgrade) Streamyx 4.0M (With Modem) RM160 (Streamyx Combo) (Voice 28) (Upgrade) Streamyx 4.0M (With Modem) RM160 (Streamyx Combo) (Upgrade/Downgrade) Streamyx 4.0M (With Modem) RM160 (Streamyx Combo) (Voice 28) (Upgrade/Downgrade) Sef Code HM37 Modem code MM02 Download speed 2.0M Upload speed 384k

HM37

MM02

2.0M

384k

HM37

MM02

2.0M

384k

HM37

MM02

2.0M

384k

HM35

MM02

4.0M

512k

HM35

MM02

4.0M

512k

HM35

MM02

4.0M

512k

HM35

MM02

4.0M

512k

Pricing Plan Description - New

Plan Name Plan Streamyx G.Lite Home 1.0M Basic 110 - With Modem (Streamyx Combo) (Upgrade) Plan Streamyx G.Lite Home 1.0M Basic 110 - With Modem (Streamyx Combo) (Voice 28) (Upgrade) Plan Streamyx G.Lite Home 1.0M Basic 110 - With Modem (Streamyx Combo) (Upgrade/Downgrade) Plan Streamyx G.Lite Home 1.0M Basic 110 - With Modem (Streamyx Combo) (Voice 28) (Upgrade/Downgrade) Commercial Name Streamyx 1.0M (With Modem) RM110 (Streamyx Combo) (Upgrade) Streamyx 1.0M (With Modem) RM110 (Streamyx Combo) (Voice 28) (Upgrade) Streamyx 1.0M (With Modem) RM110 (Streamyx Combo) (Upgrade/Downgrade) Streamyx 1.0M (With Modem) RM110 (Streamyx Combo) (Voice 28) (Upgrade/Downgrade) Sef Code HM06 Modem code MM02 Download speed 1.0M Upload speed 384k

HM06

MM02

1.0M

384k

HM06

MM02

1.0M

384k

HM06

MM02

1.0M

384k

Note : Streamyx 2.0M & 4.0M are tag to access indicator TVOE. Streamyx in the box & online registration are not applicable.

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. Voice 28 is not applicable for customer who have call plan in the Account Level (ALPP). Processor must check what is the existing call plan in the customers account in Cass before proceed to register Streamyx Combo in MIPS. 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.

Streamyx Combo Plan code Activation

MAMSDPLN SISTEM PERKHIDMATAN AUTOMATIK PELANGGAN TARIKH: 08/06/16 PENAMBAHAN/PEMOTONGAN PELAN ALPP/SLPP MUKA : 0001 ================================================================================ NO AKAUN UTAMA : D908037390403 TEMPOH BIL : 26 STATUS KEUTAMAAN MSC : KOD SEGMEN : R30 ---------------------- PENAMBAHAN PELAN ALPP/SLPP -----------------------------

Plan code for Streamyx Combo. BZSC01 is the code for zero rental

KOD PELAN : TARIKH KUATKUASA PELAN : 00000000 TEMPOH PERJANJIAN : 00 BULAN NO PERKHIDMATAN : KOD AGEN : TARIKH PERMOHONAN : 00000000 NAMA IBU : ---------------------- PEMOTONGAN PELAN ALPP/SLPP ----------------------------TARIKH TARIKH KOD NOMBOR PILIH KOD TEMPOH KUATKUASA TAMAT AGEN PERKHIDMATAN _ BZSC01 _ DFLT20 01 20080326 PMS80110 00000000 01 20080326 PMS80110 00000000 00703349959 00703349959

Plan code Voice 28. Must coexist with BZSC01

PILIH : U-UBAH/POTONG B-BATAL =============================================================================== PF2-TENTUKAN PF3-TAMBAH PF4-UBAH/POTONG/BATAL PF7-BELAKANG PF8-DEPAN PF9-SENARAI PELAN PF10-DESTINASI PF11-MENU PELAN PF6-CLEAR SILA MASUKKAN BUTIRAN PELAN, TARIKH PERMOHONAN & NAMA IBU

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.

External Removal (ER) Process

For Streamyx Combo customers who requested for ER, below is the process which their plan code will be transferred manually to the new number:
Customers walk in and requested ER at TMpoint

TMpoint processes ER

Terminate plan code BZSC01 and DFLT20 in old number

External Removal (ER) Process

TM Point notify Product Marketing on list of customer who successfully ER on the same day of ER post completed.

PM inform IT to send the plan code to the new number

Plan code will be activated in the new number on the next bill date.

END

Timeline of ER & Effective Date of Plan code in New Number

E.g : Old Service No. (03-77776666), New Service No. (03-44442222)
Free Rental of RM25/Voice 28 effective

T out in old number T in in new number

BP

1/7/200 8

3/7/200 8

4/7/200 8

4/8/200 8

onwards

Old Plan Termination

Rental of RM25 is on/Normal call rate apply

Impact of External Removal (ER)

For any ER or change number for Streamyx Combo customers, customer will NOT enjoy the free rental or Voice 28 immediately after ER post completed although customer has enjoyed it before that. Customer will enjoy free rental or Voice 28 on the next BP after ER post completed.

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 months 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 months bill.

TREATMENT FOR EXISTING CUSTOMERS (MIGRATION)

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 Streamyx Combo package, the following applies:
Existing Streamyx package Existing Standard Monthly Fee New package migration Option on Voice Offerings

ADSL 384kbps

RM20 for 1st 10 hours

RM44 / RM66 / RM77

Monthly subscription fee @ RM60 No fixed line Rental No fixed line Rental
Monthly subscription fee @ RM90

ADSL 512kbps

Monthly subscription fee at

ADSL 1Mbps

RM88 / RM99

Monthly subscription fee @ RM110 No fixed line Rental Monthly subscription fee @ RM140 No fixed line Rental Monthly subscription fee @ RM160 No fixed line Rental

RM28 Unlimited local & STD call nationwide (F2F) Call to any mobile number @ 25 cent/min

ADSL 2Mbps

RM188

ADSL 4Mbps

RM198 / RM268

Important Notes: 1. There will be no mass communication to customers on this policy. It should only be circulated internally. 2. Any request for migration should be forwarded to TMPoint based on the above rules. (Please refer to migration process flow). 3. Voice offerings are subject to service tax of 5%.

Package Migration
Customer Request for migration to new Streamyx combo package Receive Confirmation Slip (upgrade/downgrade process runs as per current process) End

TMpoint

Process upgrade/ downgrade in MIPS

Print upgrade/ downgrade Confirmation Slip & provide the slip to customer

There will be no modem to be given to the customers but warranty will be extended to customers 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 TM Silver partners Clickers Authorized Outlet (CASO) Consumer Sales

Sample Application Form Special Form

Streamyx Combo Application Form

Package offering

T&C Streamyx Combo

Application Form

Type of registration

Form need to be fill up

New fixed line customer New Streamyx customer Existing fixed line customer New Streamyx customer Existing fixed line customer Existing Streamyx customer

Fixed line form (as usual) Addendum for fixed line Streamyx Combo form Streamyx Combo form Streamyx Combo form (migration/upgrade)

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 contd

Bill Presentment
SCENARIO 2: Billing with other services in Caj Bulanan

Bill Presentment contd

Revised A&P (with disclaimer)

Streamyx Combo adalah pakej yang ditawarkan dan tiada caj berasingan untuk sewa Talian tetap TM.

REVISED A&P (contd)

Revised A&P (contd)

Streamyx Combo is a package offering and no separate charge for TM Fixed Line rental.

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.

Streamyx Combo Package Customer Services Support Matrix

Enquiries/Complaint Type Enquiries Telephony Billing Complaint i-CARE Yes Yes Yes SMART i-COMS Webstars Owner Frontliner : 100/TMpoint CSM TMR (Complaint Mgt.) Yes 100 (press 2: Internet Service) TMW (SAF) TMW (SAF) CSM TMR (Complaint Mgt./CMU) Yes Yes Yes BAC BMC 100 (press 2: Internet Service) Yes Yes Yes 100 100 (press 2: Internet Service)

Streamyx Billing Complaint

Yes

Fixed line Installation (Service Complaint) Fixed line Restoration (Service Complaint) Fixed line Others (Application Status, Credit Management, Service Quality,Waiters ) STX Installation (Service Complaint) STX Restoration (Service Complaint) STX Others (Application, Credit Management, Service Quality, Waiters) Fixed line Fault STX Fault

Yes Yes Yes

Yes Yes Yes

Yes Yes Yes

Yes Yes

Streamyx Combo Billing Complaint Process Flow

PELANGGAN Buat Aduan (3a) Terima Surat Akuan (3) Front Liner: 100/TMpoint/ (1) Penerangan Mengenai Aduan (1) Penerangan Mengenai Aduan Ya Berpuas Hati Tidak (3) Ya Berpuas Hati Tidak
Log Aduan SMART * Log Aduan iCARE/S MART/iC OMS

(6) Terima Maklum Balas (4) Kekal Caj/ Pelarasan Kelulusan Mengikut MPP

Ya Seles ai? Tidak

(5) Surat Jawapan

Front Liner SALES/ GCC

Tiada Asas (7) Sahkan Aduan CSM NEGERI / SDCO/ SNS/ BROADCAST/ 100: Internet service (3b) e-Quest (CMD) terima ftp dari SMART Pengecualian TOS, PR

(8a) Kekal Caj (10) Analisa/ Dokumen Tidak

Tidak

(9) Surat Jawapan

(8b) Cadangan Pelarasan (8c) Siasatan Lanjut (12) Hantar Semula

Kelulusan Aduan Ya

Tidak

Ya
CSM NEGERI/ SALES/ 100: Internet service
RM, SW, SAF, MTX, INO, FMD, ITSSO , VNOC Cycle Time 2 Hari (11) Siasatan & Kemaskini Siasatan 7 Hari 6 Hari Kelulusan Pelarasan SCUBA

SMART Complaint Category Voice 28

Adjustment for Add-on Voice RM28 for Streamyx Combo

1. The customer expects that after Streamyx COMBO activation, they can enjoy
IMMEDIATELY the add-on Voice RM28 (Unlimited National call to TM fixed lines) (WHICH IS WRONG)

2. Add-on Voice RM28 will activate upon:i. Streamyx Combo Activation AND ii. On the nearest Customers BP.

3. The Add-on Voice RM28 is based on Lets Talk RM68 offering.

4.

The Add-on Voice RM28 offerings are:-

Sen / min Mobile (All Network)

Package Fee

Plan code

STD

RM28

DFLT20

Unlimited (to TM Fixed line)

25 sen / min

5.

Add-on Voice RM28, DFLT20 cannot be selected from CASS plan code menu. The code automatically tagged upon completion of 2 conditions as above (item 3).

6.

EXAMPLE ADJUSTMENT for 05-3120602 for Voice RM28:-

i. DEBIT RM28 ADD-ON VOICE RM28 ii. CREDIT MONTLY LINE RENTAL (if applicable if the STX line has been activated, the rental RM26 will be automatically deducted) iii. CREDIT LOCAL iv. CREDIT/DEBIT NATIONAL (UNLIMITED STD FOR CALLS TO TM FIXED LINE ONLY)

CLICK THE EXCEL ICON !!!

New Installation Complaint Process Flow

PELANGGAN Buat Aduan (3a) Terima Surat Akuan Ya 2. Pelanggan Berpuas hati Tidak Streamyx (3) Log di iCOMS/iCARE fixed line/ Streamyx fixe d line (3) Log di SMART/iCARE (2) Terima Maklum Balas

Front Liner: TMpoint/100: Internet service SALES/ GCC/

(1) Sahkan dan beri penerangan

CSM NEGERI / SDCO/ SNS/ BROADCAST

(9) Pantau status, Call Initiative & Analisa

O&M SAF/ BAC

(4) Akses SMART /iCOMS dan sahkan aduan

(5) Siasatan

Selesa i Tidak

Ya

(6) Kemaskini & Tutup aduan

Tidak O&M SW

Siasatan Lanjut
Ya (8) Siasatan , maklum balas melalui e-mail 4 Hari

(7) Kemaskini Siasatan

O&M TX, VNOC Cycle Time

1Hari

Restoration Complaint Process Flow

PELANGGAN Buat Aduan (3a) Terima Surat Akuan Ya 2. Pelanggan Berpuas hati Tidak Streamyx (3) Log di iCOMS/iCARE fixed line/ Streamyx fixe d line (3) Log di SMART/iCARE (2) Terima Maklum Balas

Front Liner: TMpoint/100 SALES/ GCC/

(1) Sahkan dan beri penerangan

CSM NEGERI / SDCO/ SNS/ BROADCAST

(9) Pantau status, Call Initiative & Analisa

O&M SAF/ 100: Internet service

(4) Akses SMART /iCOMS dan sahkan aduan

(5) Siasatan

Selesa i Tidak

Ya

(6) Kemaskini & Tutup aduan

Tidak O&M SW

Siasatan Lanjut
Ya (8) Siasatan , maklum balas melalui e-mail 4 Hari

(7) Kemaskini Siasatan

O&M TX, VNOC Cycle Time

1Hari

Fault Reporting Process Flow

PELANGGAN Buat Laporan (3a) Terima Surat Akuan Ya 2. Pelanggan Berpuas hati Tidak Streamyx (3) Log di iCOMS/iCARE fixed line/ Streamyx fixe d line (3) Log di iCARE/Webstar (2) Terima Maklum Balas

Front Liner: 100 : fixed line/ Internet service

(1) Sahkan dan beri penerangan

O&M SAF/ 100: Fixed line/Internet service (4) Akses Webstar/iCOMS dan sahkan laporan kerosakan (5) Siasat dan baikpulih Selesa i Tidak Ya (6) Kemaskini & Tutup aduan

Tidak O&M SW (fixed line)

Siasatan Lanjut
Ya

(7) Kemaskini Siasatan

Cycle Time

24jam

Other Complaint Process Flow

PELANGGAN Buat Aduan (3a) Terima Surat Akuan (2) Terima Maklum Balas

Ya Front Liner: TMpoint/100 SALES/ GCC/ (1) Sahkan dan beri penerangan Pelanggan Berpuas hati Tida k (3) Log di SMART/iCARE

(4) Sahkan aduan

CSM NEGERI / SDCO

Terima Aduan

Tidak (7) Hantar Semula Ya (9) Pantau status, Call Initiative & Analisa

(5) Siasatan

(6) Kemaskini & Tutup aduan

Cycle Time

3 Hari *Status Permohonan =5 hari

1Hari

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, www.tm.com.my Package info & updates 100 (press 2 :Internet Services) - Customer Interaction Center for product query, check streamyx availability etc.