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PRODUCT DEFINITION

WIRELESS DATA SERVICES

Version

Date

Produced By

V 0.1

2nd April 2001

CGEY

Draft

V 0.2

3rd April 2001

CGEY

Draft

V 1.0

4th April 2001

CGEY

Delivered and Reviewed by IM3


Mgmt Team

V 1.1

5th April 2001

CGEY

Incorporating Comments from Mgmt


Team Review

IM3 Product Definition


WAP Wireless Data Service
CONTENTS
1

Introduction.................................................................................................................... 1
1.1
1.2
1.2.1
1.2.2
1.2.3
1.2.4
1.2.5

4.2.1
4.2.2
4.2.3
4.2.4

4.3
4.4
4.5
4.5.1

5.6.1
5.6.2
5.6.3
5.6.4

6.2.1
6.2.2
6.2.3

6.3
6.3.1
6.3.2

6.4

SMS Content - Push Access................................................................................................... 6


Content Development for SMS................................................................................................ 6
WAP Services for Pre-Paid Users........................................................................................... 7
Uniformity of User Interface.................................................................................................................. 7

Changes From The Pre-Paid Data Product Range.................................................................8


The IM3 Mobile Portal............................................................................................................. 8
SMS Content for Post paid Customers....................................................................................8
Personal Information Management System (PIMS).................................................................9
WAP for Post-Paid Customers................................................................................................ 9
Unified Messaging Service (UMS)...........................................................................................9
UMS Overview...................................................................................................................................... 9
UMS Access from a PC...................................................................................................................... 10
UMS Access By WAP......................................................................................................................... 10
UMS Access By Phone (PSTN line or non-WAP handset).................................................................11

Sales and Distribution............................................................................................................ 11


Support for Customers........................................................................................................... 11
Support from the IM3 Call Centre.......................................................................................................11
Support at IM3 Shops......................................................................................................................... 11
Support from Dealer Outlets...............................................................................................................12

Service Activation.................................................................................................................. 12
Pre-Paid Data Services...................................................................................................................... 12
Post-Paid Data Services..................................................................................................................... 12

Service de-Activation............................................................................................................. 12

Tariff Structure for Wireless Data...............................................................................13


7.1

SIM Card Menu Content Access...........................................................................................................5


SMS Short Code Content Access.........................................................................................................5
SMS Content Storage and Management..............................................................................................5
Updating the SIM Based Content Menu...............................................................................................5

Customer Experience of Data Services......................................................................11


6.1
6.2

SMS Content Services............................................................................................................ 5


SMS Content PULL Access.................................................................................................. 5

Data Products for Post-Paid Launch............................................................................8


5.1
5.2
5.3
5.4
5.5
5.6

Customer Numbers................................................................................................................. 4
IM3 Wireless Data Products - Launch Schedule.....................................................................4

Data Products for Pre-Paid Launch..............................................................................5


4.1
4.2

Network Technology................................................................................................................ 3

Overall Product Description..........................................................................................4


3.1
3.2

Indosat IM3........................................................................................................................................... 1
Market Description................................................................................................................................ 1
Competitive Environment...................................................................................................................... 1
Market Positioning for Wireless Data Services.....................................................................................1
Customer Segments............................................................................................................................. 2

Technical Specification.................................................................................................3
2.1

The Purpose of This Document............................................................................................... 1


Competitive Situation and Target Market.................................................................................1

Pricing Plan........................................................................................................................... 13

SLA Requirements.......................................................................................................13
8.1
8.2

Banking Agreements............................................................................................................. 13
Content Agreements.............................................................................................................. 13

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IM3 Product Definition


WAP Wireless Data Service

1 Introduction
1.1 The Purpose of This Document
This document is the Product Definition for the IM3 wireless data service. It describes the
data services that will be available to the companys customers from the launch of the prepaid in July 2001 and onwards through to the launch of the post-paid service in November. It
does not attempt to describe all future data services, such as mobile banking, that will be
developed by IM3. These will be defined in separate Product Definition documents
developed by the IM3 marketing department.
This Product Definition document is not intended to provide detailed technical data on how
the IM3 network will function to deliver the wireless data services described. Instead, it is
intended to be a communication between the Product Manager and the rest of the IM3
organisation describing the key points of the service and indicating, at a high level, the
requirements for delivering and supporting the service. The document should therefore be
read by managers and staff in IM3 who will be taking responsibility for delivering some aspect
of the service.
Finally, this document is not a static product and will be modified and updated as the details
of these services it defines are established. The document is owned by the IM3 Product
Manager for data services, who will be responsible for maintaining and re-issuing the Product
Definition as appropriate.

1.2 Competitive Situation and Target Market


1.2.1 Indosat IM3
PT Indosat Multimedia Mobile (Indosat-M3) is the wholly owned mobile subsidiary of parent
company PT Indonesian Satellite Corporation (Indosat), the incumbent international
telecommunication services provider in Indonesia. Having recently been granted a new
mobile license by the government, Indosat-M3 is currently in the process of constructing a
GSM 1800 nation-wide mobile network in Indonesia. Indosat-M3 plans to commence
commercial operations on 1 August 2001 and will be the fourth nation-wide GSM operator in
the country

1.2.2 Market Description


The Indonesian wireless market has experienced high levels of growth in recent years and is
expected to hold strong potential in the coming years. Drivers for growth have primarily been
improved economic conditions, decrease in handset prices, and the continued popularity of
prepaid services. With over 3 million subscribers in the wireless marketplace today, analysts
expect the number of wireless users to reach an estimated 10 million by 2004, outstripping
the pace of fixed line growth.

1.2.3 Competitive Environment


As a result of deregulation in the telecom sector in 2000, there are currently 5 national and 11
regional licensed mobile operators in Indonesia. Figure 1 (overleaf) summarises the relative
positions of the three GSM players who, with an estimated 95% total market share, currently
dominate the Indonesian market.

1.2.4 Market Positioning for Wireless Data Services


Indosat-M3 will offer a value for money proposition for its subscribers, seeking to provide
high quality products at a medium price level. High quality products will consist of a
comprehensive range of products and services in addition to high product and network
quality. The company will price its services at a medium level, slightly below those of
Telkomsel.

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WAP Wireless Data Service

Figure 1: Comparison of Current Market Leaders for GSM Services


Operator

System

Market
Share

Market Positioning

Telkomsel

GSM 900 & 1800*

45%

Medium Quality / Medium Pricing


Comprehensive network coverage

GSM 900 & 1800*

30%

Low Quality / Low Pricing


Relatively strong network coverage

GSM 900 & 1800*

20%

High Quality / High Pricing


Weak network coverage

Satelindo
Excelcomindo

*Recently awarded incremental GSM 1800 spectrum to increase their individual spectrums.

1.2.5 Customer Segments


Four target customer segments that have been identified for Indosat-M3. These are shown in
Figure 2 (below) along with some of their key characteristics.

Figure 2: IM3 Customer Segments


Customer
Segment

Network
Quality

Network
Coverage

Price
Sensitivity

Additional
Needs*

Convenience

Yes

No

Yes

No

Wanna-Be

Yes

No

Yes

Yes

Mobile

Yes

Yes

Yes

No

Techie

Yes

Yes

No

Yes
*Additional needs include VAS, customer
service, and bundling of products / services

At launch, Indosat-M3 will look to prioritise its target customer segments as listed below:
1. Convenience: Large customer segment with basic needs will help Indosat-M3 build a
large subscriber base.
2. Wanna-Be: Small, niche customer segment interested in more advanced data services
will help Indosat-M3 generate higher ARPU.
3. Mobile: Large customer segment will have lower prioritisation at launch due to their need
for network coverage.
4. Techie: Small, niche customer segment will have the lowest prioritisation at launch due to
their need for comprehensive network coverage as well as advanced voice and data
services.
As Indosat-M3 develops its core competencies and as the market matures, the companys
prioritisation of target customer segments will evolve.
1. Mobile: Large customer segment with potential to generate higher ARPU if educated and
introduced to VAS.
2. Techies: Small customer segment with large growth and ARPU potential as high-end VAS
gain increased attractiveness.
3. Wanna-Be: Small customer segment with potential for increased ARPU based upon VAS
development.

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4. Convenience: Large customer segment representing the mass market with low ARPU
potential and high potential to churn.

2 Technical Specification
2.1 Network Technology
The high level network schema in Figure 3 (below) shows the key network components
needed to support IM3s mobile data services and the interfaces between them. The diagram
does not include systems for mobile banking or mobile payments services as these will not be
developed for post-paid launch in November.

Figure 3: High Level Network Diagram for Wireless Data Services

INTERNET
IM3 Mobile Portal
(PIIMS and E-Mail Access)

WAP APPLICATIONS
WML
FORMAT
CONTENT

HTML

SMS
CONTENT
PROVIDER

Text to Voice
Translation
System

GATEWAY

WAP
GATEWAY

Multi
Media
Unit
With
Storage

WAS
SMS CONTENT

UMS PLATFORM

WAP
APPLICATION
SYSTEM

SMSC
GATEWAY

SMS
Functionality

WML

SMS Notification of
New Voice Message

SMSC

SMS
Over The Air
Update
System

MSC
GSM NETWORK

Full technical specifications for the WAP Gateway and the UMS system can be found in:

WAP Gateway Specification: produced by Ericsson

UMS Specification: produced by Technomen

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3 Overall Product Description


3.1 Customer Numbers
The wireless data services described in this document will be available to both pre-paid and
post-paid customers. Figure 4 (below) shows the high and low estimates for customer
numbers up to the end of 2002.

Figure 4: Pre-paid and Post-paid Customer Numbers


SIM Sales

2001

2002

Aug

Sept

Oct

Nov

Dec

Q1

Q2

Q3

Q4

1500
75
1500
0
0
1500

2000
175
3500
0
0
3500

4000
375
7500
0
0
7500

6000
675
13500
1500
1500
15000

8000
1075
21500
2000
3500
25000

26000
2375
47500
6500
10000
57500

45000
4625
92500
11250
21250
113750

65000
7875
157500
16250
37500
195000

85000
12125
242500
21250
58750
301250

1500
75
1500
0
0
1500

3000
225
4500
0
0
4500

8000
625
12500
0
0
12500

13000
1275
25500
3250
3250
28750

17000
2125
42500
4250
7500
50000

60000
5125
102500
15000
22500
125000

80000
9125
182500
20000
42500
225000

100000
14125
282500
25000
67500
350000

120000
20125
402500
30000
97500
500000

Low Estimate
Pre-Paid Customers
Registered (5%)
Cumulative Total
Post Paid Customers
Cumulative Total
Overall Cumulative

High Estimate
Pre-Paid Customers
Registered (5%)
Cumulative Total
Post Paid Customers
Cumulative Total
Overall Cumulative

3.2 IM3 Wireless Data Products - Launch Schedule


Figure 5 (below) shows which data products will be available for the launch of IM3s pre-paid
service in August and which will become available only by November for the launch of the
post-paid service. The data services listed are the pre-cursors of a much richer portfolio of
advanced wireless data services and wireless applications that will be launched as IM3
implements its long term strategy for data products.
Figure 5: Launch Schedule for IM3 Wireless Data Products
Pre-Paid
Launch

Post Paid
Launch

Future
Services

(Aug 2001)

(Nov 2001)

(2002)

SIM Tool Kit Content

YES

SMS Content (Pull)

YES

SMS Content (Push)

YES

WAP Internet Access

YES

WAP E-mail (Hotmail / Yahoo)


Personal Information Management
System (PIMS)
Mobile Portal

YES

Unified Messaging

YES
YES
YES

Mobile Banking

YES

Mobile Payments / M-Cash

YES

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4 Data Products for Pre-Paid Launch


4.1 SMS Content Services
For pre-paid launch SMS based content will be delivered through the SMS channel of the
GSM network by two mechanisms:

SMS Pull Access (through SIM card menu options and special codes)

SMS Push Access

4.2 SMS Content PULL Access


4.2.1 SIM Card Menu Content Access
The SIM card manufacturer Schlumberger will incorporate five content menu items into the
standard SIM card application set during the card manufacturing process. These five menu
items will appear on the handset screen of ALL phones WAP enabled or otherwise.
As at April the five menu items have not bee fully defined by are expected to include:
1.
News and sports
2.
Horoscopes
3.
Icon / Ringing Tone Downloads
4.
To be Defined
5.
To be Defined
At launch it will be possible for IM3 pre-paid users to access these content streams simply by
selecting them form the handset menu. This will trigger a request to the content repository
system via the IM3 SMSC and the SMS bearer channel. This will elicit a response from the
content repository in the form of a series of SMS messages containing the selected content.

4.2.2 SMS Short Code Content Access


In addition to the SIM menu items described above, further SMS formatted content will be
available to pre-paid customers.
This content will be delivered in response to special keywords that will be typed in by users as
SMS text messages and sent to a published SMS address (effectively an IM3 MSISDN
number). In response to these coded messages content will be delivered in the form of a
series of SMS messages to the users handset.
The IM3 marketing department will publicise the keywords and advertise their content to
users as content partners are found and supply agreements put in place.

4.2.3 SMS Content Storage and Management


The SMS based content will be created and managed by IM3s content partner. The content
partner will host the content at its own premises in Indonesia and interconnect with the IM3
SMSC through dedicated leased circuits.

4.2.4 Updating the SIM Based Content Menu


As IM3 becomes more established in the market new content partners may be found and new
types of content may need to be included on the SIM card menus. To address this need
without replacing all existing SIM cards the Schlumberger SIM card solution will include an
Over The Air (OTA) Update System which can modify the appearance and function of the
content menu displayed on handsets. The process of implementing such OTA updates will
be:

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1. New application code is sent to the handset in the form of a special SMS message;
2. The SMS message is read by the customer;
3. The SIM card menu is changed by the new application code;
4. The customer sees a new or different content menu on the screen of the handset.

4.3 SMS Content - Push Access


IM3 customers will also be able to schedule the delivery of SMS content to their handset
automatically at pre-arranged times of their choice (the PUSH approach). The selection and
scheduling of content delivery will me established and maintained by users through a special
application.
This scheduling application may be provided by IM3s content partner. If so it is expected to
offer an IVR interface as well as a web interface accessible from any PC connected to the
internet. However, if the content partner cannot offer a suitable internet based scheduling
application IM3 may develop a suitable scheduler in-house.
Issue: The internet based scheduling application will be integrated into IM3s mobile portal
when this becomes available. To maintain a consistent user interface, and limit the number of
IDs and passwords a user must remember ,IM3 may choose not to launch the PUSH SMS
Content service until after the mobile portal is ready.
Issue: If the SMS content cannot be billed effectively IM3 will need to determine whether
there will be any limits on the frequency of content delivery scheduled through this system
bearing in mind issues such as network loading.

4.4 Content Development for SMS


Content for the IM3 mobile portal will be developed over time. Potential services are shown in
Figure 6 (below) but the development of any particular service will be based on:

market need
value to customers
business model and value IM3
availability of suitable content providers.

Figure 6: Envisaged Content for SMS Content


Sales
Information

IM3 Corporate Information


IM3 Service Information
IM3 Tariffs

Customer
Support

IM3 User Support FAQ


IM3 User Support Useful Numbers
IM3 User Support Shop locations and Contact Details
IM3 Dealer Data (Localised according to users number group)
IM3 Password Reminder (for forgotten PINs)

Directory
Service

IM3 On-Line Directory Service (White Pages)


IM3 On-Line Buying guide (Yellow Pages)

Infotainment
Services

Entertainment Guide
Traffic Data
Weather
Radio/TV Programming Guide

Financial
Services

Banking Service (Balance and Account Transfer)


Online Bill Payments / e-Wallet

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4.5 WAP Services for Pre-Paid Users
At pre-paid launch in August IM3 will provide a basic WAP service for those users with
suitable handsets. The extent of this service will be limited to

access to WAP formatted content already available on public internet sites. Users will
enter the desired URL to receive WAP formatted internet content on the handset.;

access to web-based e-mail services that are WAP enabled - such as Hotmail;

access to the same content that is available through SMS to customers with non-WAP
enabled handsets;

4.5.1 Uniformity of User Interface


IM3s policy will be to maintain maximum consistency across its user interfaces. For this
reason the WAP menu will mirror the SIM card based menu for SMS content. However, the
WAP menu will include additional options not available in the SIM card menu. Figure 7
(below) demonstrates the principle. Note that the screen layouts shown are examples only
and do not attempt to define actual layouts.

Figure 7: Uniformity between WAP and non-WAP User Interfaces

SIM Tool Kit Menu

WAP Menu

IM3 Pre-Paid

IM3 Pre-Paid - WAP

Menu

Menu

1. News & Sport


2. Horoscope
3. Icons / Ring Tones
4. Content
5. Content

1. News & Sport


2. Horoscope
3. Icons / Ring Tones
4. Content
5. Content
6. Internet

Exit

Exit

Help

WAP and non-WAP


user interfaces maintain
maximum uniformity.
WAP users have additional
option for internet access

IM3 Internet
Option 6
Selected

1. Enter URL:
>
Back

Exit

Help

IM3 Internet
1. Enter URL:
> www.hotmail.com
Back

Enter

Hotmail
(WAP Version)

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5 Data Products for Post-Paid Launch


5.1 Changes From The Pre-Paid Data Product Range
Between the pre-paid launch in August and the launch of post-paid services in November IM3
will substantially enhance its data product portfolio. The main additions will be:

with the development of the internet based IM3 mobile portal and with it the introduction
of the Big Screen / Small Screen concept

the introduction of the Personal Information Management System (PIMS) within the
mobile portal;

enhancement of the voicemail system to provide full Unified Messaging Service (UMS)
capability;

All SMS content services will continue to be maintained, so that IM3 can offer a
comprehensive portfolio of data services.
The new products will be made available to new pre-paid customers after November. Existing
pre-paid customers will be given the services on request.

5.2 The IM3 Mobile Portal


The IM3 mobile portal will be the main point of access for IM3 customers to configure and
customise their mobile data services. The portal will be accessible from the internet using
any connected PC and from WAP enabled mobile terminals.
The portal will provide a common point of access for several key applications to allow service
customisation. Initially these will be:

the PIMS application (described below);

the SIM content application management system, for the selection and down-load of SIM
card applications;

the SMS content PUSH scheduler that will allow users to schedule the delivery of SMS
based content to their handset;

A small screen emulator to allow customers to customise the layout and appearance of
the handset display.

Full technical and functional descriptions of these applications can be found in the vendor
documentation.
Further applications will be added to the portal at a later date.
IM3s policy will be to standardise as far as possible the user experience across the portal
and the embedded applications in terms of appearance and, particularly, in terms of the login
and authentication procedures. The objective will be to minimise the number of different
passwords that customers must remember and provide to access the applications.

5.3 SMS Content for Post paid Customers


The SMS content services will be the same as for pre-paid launch although some additional
SIM menu items and additional content streams may have been added.

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5.4 Personal Information Management System (PIMS)


The PIMS provides typical personal organiser type functions, such as:

calendar

to do lists

reminders and memo board

notepad

diary and appointments

address book and contacts database

e-mail (as distinct from that included with the UMS)

instant message board

games

maps

The PIMS application will be accessible through the IM3 portal as a big screen version on a
PC and as a small screen version on the mobile handset. The small screen user interface
to the application will be configurable.
Full functional and technical details of the PIMS will be available when the application
selection has been finalised.

5.5 WAP for Post-Paid Customers


For the launch of IM3s post-paid service in November the WAP service offered will essentially
remain the same as that offered for the pre-paid launch with the following key improvements:

there be an IM3 specific e-mail service as part of the UMS service;

some IM3 specific WAP content is expected to be available;

users will be able to access the IM3 mobile portal and all the applications within it.

Assumption: no mobile banking or mobile payments services will be made available to


customers at the time of the post-paid launch - even if technical infrastructure and commercial
agreements to support there services are in place.
Assumption: no services based on the SIM micro-browser will be offered at the time of the
post paid launch even if the technical infrastructure, content and commercial agreements are
in place.
Assumption: These services will be targeted for launch some time in 2002 if they IM3
considers itself to be technically and operationally capable of supporting the services and if a
worthwhile market can be shown to exist.

5.6 Unified Messaging Service (UMS)


Between the pre-paid launch in July and the post-paid launch in November IM3 will develop
an IM3 Unified Messaging System (UMS). This will build on and integrate the WAP, SMS and
voice-mail services offered at the time of pre-paid launch.

5.6.1 UMS Overview


The UMS service provides a single integrated repository for messages received in the form of
e-mail, voice mail and fax. The system also allows users to send SMS messages to e-mail
addresses and received e-mails sent from as SMS text messages.

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The UMS service is based on the use of POP-3 compliant e-mail clients. IM3 customers will
be given an internet e-mail address based on their MSISDN number. This will allow the usual
e-mail access functions to be performed but, in addition, will also allow users to have all
messages, voice, fax and e-mail on the same list within the e-mail client. The UMS service
includes:

Internet Messaging: the UMS system provides full e-mail client functionality, with
reading, composing, replying to and forwarding of e-mails. E-mails can be converted into
voice, fax or SMS for retrieval through other media.

Basic Voice Mail Services: this service will be maintained for existing pre-paid
customers. All new customers will be provided with the enhanced voice-mail service
included in the UMS product.

Enhanced Voice Mail Services: this includes a number of voice-messaging functions,


with multi-language support and a wide range of message handling features.

Short Message Services (SMS): the internal SMS functionality of the UMS platform is
used to generate SMS notifications of new voice messages.

Fax Mail Services: the UMS service includes fax mail functionality, including fax deposit ,
forwarding and manual printing. The user is able to write and send fax messages from
the WWW access adding, if required, a personal cover page.

Full details of each service are provided in Technomens technical specification for the Unified
Messaging System

5.6.2 UMS Access from a PC


When accessing the UMS service via the internet on a PC the user is presented with the large
screen version of the UMS in-box. This displays all un-read messages together with their
type (e-mail, fax, voice). The messages can be accessed as follows:

e-mail messages: as text in the normal way;

voice-mail: conversion to WAV file and download for playback as sound;

fax messages: converted to JPEG or TIFF images for display printing.

The system allows the usual store, reply and forward functions to be performed.
Text responses can be sent to mobile subscribers directly as SMS messages.

5.6.3 UMS Access By WAP


When accessing the UMS service via a WAP enabled mobile handset the user is presented
with a small screen representation of large screen UMS in-box. Un-read messages are
displayed together with an indication of message type (e-mail, fax, voice). The messages can
be accessed as follows:

e-mail messages: as text in the normal way;

voice-mail: messages can be heard as speech;

fax messages: cannot be viewed on the handset but can be forwarded to a fax number
for printing. This forwarding can be performed manually on individual messages or can
be set as an automatic action.

The system allows the usual store, reply and forward functions to be performed.
Text responses can be sent to mobile subscribers directly as SMS messages.

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5.6.4 UMS Access By Phone (PSTN line or non-WAP handset)
The customer can also access the UMS system over a standard phone line as if it were a
simple voice messaging system. On access the user will be informed of un-read messages
and will be able to retrieve then as follows:

e-mail messages: will be converted to speech and played over the phone line. This will
be possible only for messages in English;

voice-mail: messages can be heard as speech just as in a normal voice-mail system;

fax messages: cannot be accessed in this way but the user will be able to forward them
to a fax number for printing on an individual message basis or automatically.

The system allows messages to be stored.


Fax and voice messages can be forwarded to other numbers.
Replies can only be sent as voice messages and can be sent only to other telephone
numbers (ie there is no facility to reply to an e-mail address from which a text message has
been received).

6 Customer Experience of Data Services


This section describes in general terms the current expectations for the customer experience
of the data services covered by this document. However, these are not detailed definitions as
many aspects of the services remain undefined. Further work will be required on the part of
the IM3 Product Managers to define and describe for each separate service:

the value proposition;

the marketing message;

product packaging, tariffing and pricing;

support structures and user documentation;

billing.

6.1 Sales and Distribution


Up to and for some time beyond the post paid launch in November IM3 wireless data services
will be available ONLY as part of the companys pre-paid and post-paid services and will not
be sold separately.
The sales and distribution structures for the data services will therefore be the same as for the
pre-paid and post-paid services. These are described in the relevant product definition
documents.

6.2 Support for Customers


6.2.1 Support from the IM3 Call Centre
The primary point of support for the data services will be the IM3 call centre where a core of
suitably trained staff will be available to respond to the complex inquiries and issues that are
likely to arise.

6.2.2 Support at IM3 Shops


Support for the data services will also be available at the IM3 shops, although it is envisaged
that the experience and skill levels of these staff will not be as high as those at the call centre.

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This means that issues that cannot be resolved will have to be referred to the call centre team
for resolution.

6.2.3 Support from Dealer Outlets


Customers may be able to obtain support at dealer outlets. However, IM3 has no direct
control over the quality or aptitude of staff in these outlets.
For each product IM3 will assess the extent to which dealer staff can support the product and
evaluate the value and cost of providing suitable training. Where appropriate IM3 and the
dealer will implement joint training programs.

6.3 Service Activation


6.3.1 Pre-Paid Data Services
The pre-paid data services will be available from the August 1st launch date. As the services
are to be bundled with the pre-paid service the activation of the data services will take place
automatically when the pre-paid account is activated.

6.3.2 Post-Paid Data Services


Assumption: the post-paid data services will be bundled into the overall IM3 post-paid service.
There will therefore be activated automatically for all new customers as the account is set-up
and activated.
Assumption: After post-paid launch in November access to the IM3 mobile portal (including
the PIMS and the SMS Push Scheduler) will be bundled into the pre-paid service and given to
new pre-paid customers automatically.
Assumption: The UMS service will become an optional service available to pre-paid
customers for a fixed monthly fee. New customers will be offered the UMS feature on
purchasing the pre-paid starter pack.
Assumption: pre-paid customers in place at the time of the post paid launch will be given
UMS and access to the mobile portal on request only. The UMS will be a chargeable service
and the precise charging mechanism will be developed.

6.4 Service de-Activation


If a subscribers account is de-activated for late payment of bills (post-paid) or because the
account is not recharged (pre-paid) the wireless data service will also be deactivated. The
customer will no longer be able to access the IM3 mobile portal and all personal preference
and configuration data for the account will be permanently deleted. The customers voice
mail and e-mail boxes will be closed and all messages deleted.
A customer will be able to voluntarily de-activate any of the data services associated with their
account on request to IM3. Not all the data services are chargeable (some are bundled into
the overall service. When a chargeable service is deactivated a suitable reduction to the
customers monthly bill or pre-paid recharge cycle will be implemented by IM3.

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7 Tariff Structure for Wireless Data


7.1 Pricing Plan
The tariff structure for the service is described in Figure 8 (below).

Figure 8: Tariff Structure for IM3 Wireless Data Services


Service Element
Charging Basis
Basic Access to the
IM3 WAP Service

To be completed by IM3 Marketing

Connection to the
IM3 WAP service

To be completed by IM3 Marketing

SMS Content (Pull)

To be completed by IM3 Marketing

SMS Content (Push)

To be completed by IM3 Marketing

Unified Messaging
Service

To be completed by IM3 Marketing

PIMS

To be completed by IM3 Marketing

8 SLA Requirements
8.1 National Distributor and Regional Dealer Agreements
IM3 must establish agreements with national distributors and regional dealers to secure
adequate distribution of its starter packs and re-charge vouchers. Agreements should cover:

number, location and quality and appearance of stores to be maintained

targets for SIM and voucher sales

payment and commission structures

liabilities for lost and stolen SIM cards and Voucher

frequency and content of sales reports

contact and escalation points

8.2 Interconnect and Numbering Agreements


8.2.1 Local Interconnects
The following interconnections and interconnect agreements will be required to allow IM3 prepaid customers to place calls to customers on other networks.

other between IM3 and PT Telkom

other between IM3 and the other Indonesian cellular operator

between IM3 and its Indosat parent for international traffic

Agreements should cover:

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expected traffic volumes and prices

format, accuracy and speed of delivery of CDRs

payment terms and conditions

The interconnect agreements and the associated physical interconnections MUST be in place
and fully operational by the Friendly City Launch in July 2001.

8.2.2 Interconnect Agreements - Roaming


International Roaming will not be part of the pre-paid service for the launch in August.
therefore development of the commercial agreement and physical interconnection and
processing of TAP files will not be required until November.
However, a revenue opportunity may be lost if incoming overseas mobile users cannot roam
on IM3s network and to avoid this loss the roaming facilities should be in place for 1st July.
A national roaming agreement should be developed as soon as possible with Satelindo to
maximise the coverage gain afforded by IM3s recent purchase of the company.

8.2.3 Numbering Schemes for Special Numbers and Short Codes


IM3 should finalise its scheme for special numbers and short codes to ensure that, if roaming
with Satelindo (or other operators) is implemented, no confusion occurs when these numbers
are dialled.

8.3 Bank/Credit Card Agreements


8.3.1 Card-Not-Present Transaction Agreements
For IM3 to be able to implement its plans to offer credit card payment for pre-paid and postpaid services through the call centre the company must negotiate agreements to accept
payment without any card being physically present or inspected. These agreements should
include:

data to be collected at point of sale

processing turnaround times

commissions or handling fees to be paid

method of reconciliation and payment

security and liability for fraudulent transactions

8.3.2 Payment Handling (for Post Paid)


For the launch of the post-paid service IM3 must development suitable agreements with
banks (and possibly other organisations) for the handling of bill payments to IM3. These
agreements should cover:

transaction volumes, turn-around time, processing quality and error rates etc

method of reconciliation, handling fees to be paid

dispute handling and escalation processes

security and liability for fraudulent transactions

8.3.3 Print Outsourcer


IM3 needs to appoint an outsourcer for the print and distribution of its bills to post-paid
customers. The agreement needs to describe:

numbers and frequency of bills

performance criteria for the delivery of bill data to the printer by IM3

performance criteria for the printing and distribution of bills

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payment and payments terms

8.4 Credit Checking / Starter Pack Delivery


IM3 may outsource checking of potential customers to verify their name and address and
assess their credit-worthiness before selling any service (pre-paid or post-paid) to them. The
same contractor may be asked to deliver Starter Packs.
IM3 will therefore needs to identify a suitable contractors (or contractors) to carry out the
checks. These agreement need to outline

number and type of checks to be completed

payments and payment conditions

performance criteria check completion times, check accuracy

8.5 Debt Collection


IM3 may also wish to appoint an external debt collection agency to recover unpaid bills from
post-paid customers. This is not essential and would not be required until the launch of the
post-paid service in November. Ideally, IM3 will sell its bad debts for a percentage of the debt
value to minimise the management effort involved.

8.6 Content Agreements


IM3 needs to identify potential content partners to build a compelling mobile portal capable of
attracting and retaining customers. Potential partners have already been identified and
negotiations are in progress (as at April 5th). Key considerations for the agreements will be:

type and format of content,

update frequency for content

avaialablity of the content server and any applications for customisation by end users

response times for faults or problems in the content server or other equipment

response time for content delivery on user request

the volumes of data downloads expected

and prices for data and payments from IM3 to the content provider

reconciliation and billing between IM3 and the content provider

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