CUSTOMER SERVICES > Service Level Agreement

1. PROVISIONING

PT. INFOKOMELEKTRINDO settled the services standard to customer, the commitment to activate the VSAT network on 14 days. The commitment is tangible in 14 days from the Letter of Intent to On line, and is valid for:

  • Zone 1: Jabotabek
  • Zone 2: Java Island outside Jabotabek and Bali
  • Zone 3: Sumatera
  • Zone 4: Kalimantan

  • Zone 5,  which is covered Sulawesi, Nusa Tenggara, Maluku, East Timor and lrian Jaya, need 14 days plus time needed for equipment delivery (at a maximum of 14 days). To speed up delivery to some such areas, we must appreciate customer cooperation in delivery matter.

2. CONDITION OF EQUIPMENT

Levels of equipment in VSAT system after being installed are as follow:

BER (Bit Error Rate) : 1 x 10-8 
EFS (Error Free Seconds) : 99.97%
SES (Severely Error Seconds) : 2 sec/24 hours
Sync Loss : 0
Routine Maintenance  : per 6 months
For the design which is not approved by PT. INFOKOMELEKTRINDO, the condition above is condition not valid (example the antenna size and SSPAA).


3. TROUBLE MANAGEMENT

 

Service Availability :  99.85% / month

Troubleshooting : 

Problem solving will be reported every 4 hours
VSAT Performance Report : Reported at first week per each month or per certain period.
MTRS (Mean Time to Restore) Customer : < 4 hours (Jabotabek, Medan Depot and Surabaya)
MTRS outside Jabotabek dan Depots :  See te attachment of Depo and its Area of Operation
For the damage location which has no transportation or difficult to be reched, the condition above is not valid.

4. CUSTOMER'S TROUBLE CALL

  1. Trouble calls can be conveyed to the technical support through 0-800-18-21201 (toll free) or (+62-21) 89909585 ext. 203-205.
  2. During  the first 30 minutes, the Technical Support staff will guide the customer by phone for the first repair to the damage.
  3. If the trouble can not be settled repaired after 30 minutes,   we will send technician to the location.
  4. See the Service Level Agreement about MTRS as attached.
  5. problem Solving will be reported every 4 hours.

Things that correlated with eventuate, such like sun otage and satellite reposition, which caused trouble to the VSAT communication system will be formally informed to customer.

5. ESCALATION PROCEDURE

  1. Trouble can be reported to Technical Support through toll-free    0-800-18-21201 or (+62-21) 89909585 ext. 203-205.
  2. If customer are not satisfied with our response or service, they could contact the Technical Support Supervisor at (+62-21) 89909585 ext. 280.
  3. If customer still not satisfied with the response or service of Technical Support Supervisor, they could contact Customer Service Manager at (+62-21) 89909585 ext. 250.
  4. Furthermore, the Customer Service Manager will directly handle the problem. Occured and discuss with TOP Management for the final solution.

6. OTHER SERVICE PROCEDURES

  1. VSAT training for VSAT customer's authorized staff.
  2. Fast billing process. The bill will be received by customer on the 10th each month or the latest in 10 days after the bill/usage period finish.

7. SPECIAL CONDITIONS

PT. INFOKOMELEKTRINDO will provide VSAT equiptment for the needs of Indonesia or abroad. We differ these into 2 kind of service.

INDONESIA

PT. INFOKOMELEKTRINDO will responsible in purchasing the equipment, installment and spare part during along the customer's contact period in accordance to approved Service Level Agreement (not valid for Gyro).

ABROAD

PT. INFOKOMELEKTRINDO can provide VSAT'S apparatus, but the shipping, installation and maintenance will be on customer's responsibility.

8. GLOSSARY OF TERMS 

Bit Error Rate :

A measurement expressing the quality of transmission link, a ratio of error for every hit received for every total of hit sent. E.g: out of 10 million hit datasent, a 1 hit error occurs, it means the EER is 1 x 101
Error Free Seconds :

A measurement expressing how many seconds the transmission link is free of error in a specific amount of time (1 month). E.g: in one month a 2 seconds error occurs, this means that me free error time is - (I month x 30 days x 24 hours x 60 minutes x 60 seconds) - 2 = x 

EFS = [x/(1 month x 30 days x 24 hours x 60 minutes x 60 seconds)] x 100%
Severely Error Seconds :

The highest rate of errors that occurs within 24 Hours. E.g: in 24 hours 2 errors occurs, the &st lasts for 2 seconds and the latter lasts for 5 seconds, the error counted is me error with the longest time, which is 5 secs /24 hours
Sync Loss :  Loss of synchronicity in data transmission that end up communication breakdown.
Routine Maintenance : Equipment maintenance to me customer's VSAT done periodically (once every 6 months) Service Availability The system's capability to operate continuously for one month.
Mean Time to Restore : The average time needed to restore system to normal state.
Sun Outage : A natural phenomenon occurs when the sun, moon and earth is m a straight conjunction. It makes satellites function abnormally.
Reposition : The task of shifting the antenna to other satellite's position.

Copyright © 2003 INFOKOMELEKTRINDO. All Rights Reserved