8/8/2019 Presa Fred
1/18
Presentation
15 November 2010 slide 1
Proximus S.L.AThe new Customer Centric Partnership for
Corporate Customers
8/8/2019 Presa Fred
2/18
Presentation
15 November 2010 slide 2
Proximus Partnership Pact -2003
First step towards a better communication andtransparency with the Business Market
4 Domains of Guaranties Network
Proximus guarantees an overall network availability of over 99%.
Customer Relationship Proximus guarantees access to a call center 24/7 from Belgium as well as
from abroad.
Billing
Proximus guarantees for companies the possibility to check their invoiceson the Internet securely and free of charge.
Handsets & Sim Proximus guarantees that any new SIM card at the disposal of its customers
is a 32K card for telephones that support this technology. This 32K card
allows the storing of 200 contacts and 18 SMS.
8/8/2019 Presa Fred
3/18
Presentation
15 November 2010 slide 3
Proximus Partnership Pact -2003
Even if Proximus Partnership Pact interests our
Corporate Customers, it does not inform about
the Level of Quality that we deliver to them.
The PPP is Network-wide.
8/8/2019 Presa Fred
4/18
Presentation
15 November 2010 slide 4
Network-wide.
8/8/2019 Presa Fred
5/18
Presentation
15 November 2010 slide 5
Customer centric
8/8/2019 Presa Fred
6/18
Presentation
15 November 2010 slide 6
Why do we need S.L.A.?
Mobile Telephony is more and more present in the
Economy and becomes a key factor for companies
Business Critical.
SLA demonstrates objectively with facts & figures
our Network Superiority.
SLA reinforces our image (Innovation and Quality) SLA is a support to generate new Data projects
New Revenues
Improves BMB Customer knowledge and Customer
satisfaction SLA optimises fault rectification
8/8/2019 Presa Fred
7/18
Presentation
15 November 2010 slide 7
Service to be delivered
This SLA will deliver the following items
Customer-centric performance indicators
Customer-centric incidents (outages)
Proactive communication in case of outages
Periodic reporting of the Performance KPI
defined for the products and the incidents.
Based on European Telecommunications
Standards Institute (ETSI) recommendations
8/8/2019 Presa Fred
8/18
Presentation
15 November 2010 slide 8
Service to be delivered
1- Site Monitoring Network availability per cell / group of cells Cells/Group of cells are predefined and fixed
together with the customer, based on identified
customer-critic locations (industrial zoning,
headquarters)
02BIA1
02AER1
02AIE1
World
Company
8/8/2019 Presa Fred
9/18
Presentation
15 November 2010 slide 9
Performance, Tracking and Reporting
2. Customer-centric incidents (outages)
* support on this SLA project will be effective
between 8am and 8pm.- From 8 A.M. to 5 P.M. : Business Service Consultant
- From 5 P.M. to 8 P.M. : 0800/ 22 030 (Data Cust Serv)
8/8/2019 Presa Fred
10/18
Presentation
15 November 2010 slide 10
Performance, Tracking and Reporting
3. Proactive communicationoutages that impact coverage will be classified as major or critical
depending on the service degradation and on the type of KPI. The
thresholds are defined as follows:
For Critical outages BMB will immediately inform
the customer by e-mail.For Major outages BMB will inform the customer bye-mail within 30.
KPI Major Critical
Coverage at a customer site < 95% < 51%
Coverage in a phone zone or Belgium < 99% < 95%
8/8/2019 Presa Fred
11/18
Presentation
15 November 2010 slide 11
Performance, Tracking and Reporting
4. Periodic reporting
Personnal reporting
Outages (Planned & unplanned)
Per KPI defined
Service and Quality Review.
8/8/2019 Presa Fred
12/18
Presentation
15 November 2010 slide 12
KPI Type
Dropped Call Rate NW
CC (1)
Call setup success rate NW
CC (1)
Availability per site Predefined customer area
(1): Only within the Proximus network (ISUP issue) BMB BMB => all root causes (A-interface) BMB -> others => only if problem at BMB side (A-interface)
Selected KPIs per product
Voice
8/8/2019 Presa Fred
13/18
Presentation
15 November 2010 slide 13
KPI Type
SMS Success Rate per destination
(Mo=>Appl)CC
SMS Success Rate per origin (Appl => Mo) CC
SMS service availability for direct SMPP
connected customersCC
Direct SMPP connection throughput CC
MSC SMSC
Application
SMS
8/8/2019 Presa Fred
14/18
Presentation
15 November 2010 slide 14
SMS & VOICE: warning
Ok!
Ok!
Possibility Nok!
+- 90%ok andexception case is identified
8/8/2019 Presa Fred
15/18
Presentation
15 November 2010 slide 15
KPI Type
Attach Success rate CC
GPRS Network Availability Predefined customerarea
Service degradation events:
Start Date
Start
Time
End Date End Time Duration Wor st
Service
Level
Planned
Date Time Date Time hh:mm:ss % Yes/No
Area Belgium Availability
Available Planned Unplanned
01/12/2005
03/12/2005
05/12/2005
07/12/2005
09/12/2005
11/12/2005
13/12/2005
15/12/2005
17/12/2005
19/12/2005
21/12/2005
23/12/2005
25/12/2005
27/12/2005
29/12/2005
31/12/2005
Percent
100
98
96
94
92
90
Area Belgium Availability
Available Planned Unplanned
01/2005
02/2005
03/2005
04/2005
05/2005
06/2005
07/2005
08/2005
09/2005
10/2005
11/2005
12/2005
Percent
100
99
98
97
96
95
94
93
92
9190
GPRS
8/8/2019 Presa Fred
16/18
Presentation
15 November 2010 slide 16
KPI TypeDro ed Session Rate CC
Connection Setup Succes Rate CC
Throughput CC
Set-up time CC
Service Availability Ping
with the current data capture limitation (avg. 80%)
GPRS
8/8/2019 Presa Fred
17/18
Presentation
15 November 2010 slide 17
GPRS to resume
Ok if same SGSN/region, connects in
the morning and deconnects in the
evening! E.g.Mobile Office at BMB
Nok if change ofSGSN/region
E.g. Transport companies
Fixed mid 2006
NOK if same SGSN/region but always
connected! E.g.M2M
Issue is well identified andGPRS
SLA could be offered with
precondition that customers detach
between 22h59-00h01
8/8/2019 Presa Fred
18/18
Presentation
15 November 2010 slide 18
Thank You