Administrative Matters Policy and Procedure

1. Policy Procedure

1.1. Inbound Call

1.1.1. Inbound Call Inquiry

1.1.2. Inbound Call Request

1.1.2.1. Technical Request

1.1.2.1.1. New Installation

1.1.2.1.2. Cross Selling

1.1.2.1.3. Reconnection

1.1.2.1.4. Change Service

1.1.2.1.5. Disconnection

1.1.2.1.6. Move Subscriber

1.1.2.2. Administrative Request

1.1.3. Inbound Call Complaint

1.1.3.1. Remote Device Changing

1.1.3.1.1. Changing Policy & Procedure

1.1.3.2. Equipment Changing

1.1.3.2.1. Changing Policy & Procedure

1.1.3.3. Network Problem

1.1.3.3.1. Outage

1.1.3.3.2. Signal Quality

1.1.3.3.3. Maintenance

1.1.3.3.4. Maa Problem

1.1.4. Technical Visit

1.1.4.1. Instalation

1.1.4.1.1. Change Service Work Order

1.1.4.1.2. Serive Call

1.1.4.2. Maintenance

1.1.4.2.1. Special Reques Order

1.1.4.2.2. Touble Call

2. Administrative Matters

2.1. Cycle 7, 15, 23, 30

2.2. Billing Cycle determined by First Media Management

2.3. Existing cust. can choose to manage Billing Cycle

3. Billing Cycle

3.1. D-D 15 Available pay time

3.2. D 16 warned to pay by system

3.3. D 17-D 20 get late charge

3.4. D 21-D 45 The bill is still active Temporary suspend The Service Service will active again when cust pay the bill ang contact the CC

3.5. D 46-D 90 When the bill wouldn't paid at that day, service permanently disable

4. Billing Request

4.1. Adjustment

4.1.1. Things Can be Adjustment

4.1.2. Data Complement

4.1.3. Adjustment Formula

4.2. Suspense

4.2.1. Caused by

4.2.2. Indication

4.2.3. Things Should be Prepared of (Procedural)

4.3. Refund

4.3.1. Refund Form

4.3.1.1. Transfer to account

4.3.1.2. Charge Back (special for Credit Card)

4.3.1.3. Bank Account same as Cust. ID

4.3.1.4. Different Bank Account with Cust. ID

4.4. Billing Sheet

4.4.1. Billing Statement

4.4.2. Billing Detail

4.4.3. Invoice

4.5. Coresspondence

4.5.1. Prepared Form from Company

4.5.2. Another Form

4.5.3. Brochure