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Expenses: installation service, repair fee

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4.2.2. Available Products

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2.1.    Subscription Packages

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Customers can subscribe to one of the following packages and have the option to add additional channels.

• AluxSat Family: Local + Documentaries + Kids
• AluxSat International: Local + Documentaries + International
• AluxSat Entertainment: Local + Documentaries + Entertainment
• AluxSat Sport: Local + Documentaries + Sport
• AluxSat Premium: Local + Documentaries + Sport + International + Entertainment + Kids
• Triple Play Bronze: Aluxsat Premium + Home Broadband Bronze 4MB + Telephony
• Triple Play Silver: Aluxsat Premium + Home Broadband Silver 12MB + Telephony
• Triple Play Gold: Aluxsat Premium + Home Broadband Gold 32MB + Telephony

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2.2.    Additional Channels

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The below additional channels can be added to a subscription package for an extra charge under the condition that a customer has already subscribed to either one of the Main Subscription Packages or to one of the Triple Play packages.

• AluxCinema
• AluxCinema HD
• AluxSport
• AluxSport HD
• Adult

 

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2.3.    Pay Per View

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Pay per view is provided under the condition that a customer has already subscribed to one of the Main Subscription Packages or to one of the Triple Play packages.  Pay per view products are available to all the subscribers who ordered them on time according to the broadcaster.  Such products are divided into the below types:

• PPV Sports
• PPV Concerts
• PPV Awards

 

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2.4.    Movies On Demand

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Movies On Demand are provided under the condition that a customer has already subscribed to one of the Main Subscription Packages or to one of the Triple Play packages and are available for multiple viewing within 24 hours from the time of the order.  The subscriber launches the movie store from the main menu on his TV set and selects the movie of interest to purchase. Such products are divided into the below types:

• Library Movies
• Movies - New Releases

 

 

 

 

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4.2.2.5.    Telephony

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Telephony is provided only with Triple Play packages and is available both for normal and prepaid subscribers.  Telephony is billed on a usage basis and the call rates vary according to the call’s country of destination and call duration.  All local calls are charged on a flat rate per minute.  International call rates are grouped in 7 bands and each band has a different rate per minute.  For telephony rates check the Pricing section of this document.  The bands according to the Telephony Usage Service Catalog are as below:

 

No.	Band Name
1	Band 1: Calls to landlines and mobiles Central Europe
2	Band 2: Calls to landlines and mobiles Mid/Far Europe and Africa
3	Band 3: Calls to landlines and mobiles US and Canada
4	Band 4: Calls to landlines and mobiles South America
5	Band 5: Calls to landlines and mobiles Australia and New Zealand
6	Band 6: Calls to landlines and mobiles Middle East
7	Band 7: Calls to landlines and mobiles Rest of the World

4.2.2.6.    Broadband

Broadband is only available as part of any of the Triple Play packages.  The broadband services provided by AluxSat are as below:

• Home Broadband Bronze 4MB
• Home Broadband Silver 12MB
• Home Broadband Gold 32MB

4.2.3. Additional Distribution Points – Multiroom Subscriptions

AluxSat subscribers have the option to purchase up to 2 additional AluxSat TV boxes, apart from the initial main TV box for each subscription.  Each additional TV box is charged with a one off fee for its purchase and a monthly recurring fee for the provisioning at each distribution point.  The twin subscriptions are provided at a lower monthly rate compared to the main subscription package.

The additional products are listed below:

• Multiroom TV 1
• Multiroom TV 2
• 1 or 2 additional AluxSat TV boxes

4.2.3. Required Hardware

4.2.4.1.    AluxSat TV Box

A TV box is required for the provision of the TV channels which allows you to stream live HD and SD programming, watch movies on demand or pay per view services.  Distribution is only permitted for the channels that the customer has already subscribed to.  Each AluxSat TV box comes with an embedded smartcard.

Each TV box is provided at a flat one-off fee of €50.  Multiple TV boxes can be provided and a one off fee of €50 to purchase each additional TV box and a monthly recurring fee for provisioning at each additional distribution point.  Where multiple TV boxes are in use and a subscription to the Adult channel is active, the customer has the option to choose to which points to distribute the channel and block the distribution to the rest.   Each customer is allowed to have maximum 3 AluxSat TV boxes per subscription.

The AluxSat Box is a typical OTT box, meaning that streaming is over the top (public internet). The box, via the OTT video platform is provisioned in a dual flow, where the OTT platform accesses the CRM.COM API and the CRM.COM software accesses the OTT platform API.

The OTT platform supports additional smart devices, such as tablets and smart phones. For such devices the OTT platform initiates the provisioning flow and requests subscription and financial status info via the CRM.COM API before allowing user login or content access. 

4.2.4.2.    Wireless Router

For triple play subscribers, access to the internet is provided through a wireless router.  One router is required to be purchased and is charged at a one off fee of €20.

4.2.4.3.    Remote Control

The AluxSat remote controls are provided for free with each AluxSat TV box.  The remotes are easy to operate and come with a backlighting to enhance use under low-light conditions.

4.3. Subscriptions

 4.3.1. Subscription Types

Customers that wish to subscribe to any of AluxSat’s services can either contact the call center, walk in any AluxSat store or register online via AluxSat’s online web portal.  Either way, an agent will serve the customer and proceed with a subscription creation.  AluxSat provides three types of subscriptions:

• Normal
• Prepaid

Different rules apply for each of the above types.

4.3.1.1. Normal AluxSat Subscriptions

Normal subscriptions are the subscriptions which are pre-billed.  In this case, customers are billed in advance and payment is made before they start using the services they subscribed to.  They payment is done via a recurring STRIPE payment, a cash payment or a direct debit.

TV and Triple Play subscriptions require a binding period of either 6 months, 1 year or 2 years according to the subscriber’s preference and the subscription is invoiced at the beginning of the specified period (i.e. pre-bill).  Subscription packages and additional products can be selected and along with the required installed hardware they enable the subscription to be activated.  Such subscriptions can be billed on a frequency of either 1 month (monthly), 3 months (quarterly), 6 months (biannual), 12 months (annual) or 24 months (2 years).

Telephony is billed on a usage basis and is included on the next month’s bill.  Pay Per View and Movies On Demand are also included on the next month’s bill.

For normal subscriptions bills are generated and sent to the customers.  Customers need to settle their bills before the due date to avoid disconnections.

4.3.1.2.    Prepaid AluxSat Subscriptions

Prepaid subscriptions are the subscriptions where customers pay in advance and have a wallet balance which is consumed by the services they subscribed to.  The used amount is deducted on a daily basis from customers’ wallets. When the wallet balance is consumed then all services are disconnected.

The customers’ wallets is topped up in advance by various payment methods such as vouchers. 

Telephony usage is likewise deducted from the wallet balance but real time balance checks are performed at the unrated bill items layer.  The prepaid billing run is performed daily on a night basis where the wallet balance is affected and updated balance can be seen.

No bills are generated for prepaid subscriptions.

4.3.2. Subscription Statuses

There are six different statuses describing a subscription lifecycle: Draft, Effective, Not Effective, In Resting, Cancelled and Regretted. 

Draft: The subscription is not active, it will not be charged and the subscriber will not be receiving any services. Amendments on the subscription are allowed.

Effective: The subscription is active, it will be charged and the customer will be receiving services. Amendments on the subscription are allowed.

Not Effective: The subscription is not active, and the subscriber will not be receiving any services. Amendments on the subscription are allowed.

In Resting: The subscription is not active, it will not be charged and the subscriber will not be receiving any services. Amendments on the subscription are not allowed except from terminating the resting period.

Cancelled: The subscription is not active, it will not be charged and the subscriber will not be receiving any services. Amendments on the subscription are not allowed.

Regretted: The subscription is not active, it will not be charged and the subscriber will not be receiving any services. Amendments on the subscription are not allowed. The subscriber is credited for the period that the services were provided and billed.

4.4. Subscription Actions

Subscription actions are used to execute certain actions or apply changes on existing subscriptions and enforce the integration with the provisioning providers. 

4.4.1. Upgrade Subscription Package

Subscription package upgrades to more expensive packages are available at any given time.  The upgraded service’s charge will be applied from the day of activation and a credit payment will be performed for the current service for the remaining billing period.  Binding period of initial subscription package remains as is.

4.4.2. Downgrade Subscription Package

Subscription package downgrades to cheaper packages are available at any given time.  Downgrades are only allowed once the binding period is over (for normal subscriptions).  The downgraded service’s charge will be applied from the day of activation.

4.4.3. Add Services

Customers have the option to subscribe to additional services on top of their main subscription package.  Such services cannot be provided on their own and are charged according to their type, either on a termed basis or a usage basis.

4.4.4. Add Service Usage

Customers have the option to order usage services such as movies or other programs on demand directly from the TV Box.  Once the action is executed provisioning signals will be sent to the device of the subscriber to enable the item they have ordered.

4.4.5. Cancel Subscription

Cancellations are possible to be performed at any time a customer wishes to terminate his subscription providing a 10-day notice to AluxSat.  However, no return payment is performed on behalf of AluxSat and the customer is required to pay the full amount starting from the cancellation date to the rest of the binding period (for normal subscriptions).

4.4.6. Regret Subscription

Regrets are allowed and can be performed during the first 15 days after the subscription activation. 

4.4.7. Rest Subscription

Resting period is allowed for 30 days in total and only 3 times maximum per year.  AluxSat requires not to bill the customer whenever his subscription is in resting.  However, the pre-bill mechanism often bills the customer upfront for the specified period.  Therefore, the customer is credited from the date of the resting period start and then charged from the date of the resting period end and onwards.

4.4.8. Billing Term Amendments

A customer is allowed to make restricted amendments on the agreement between himself and the subscription operator.

4.4.9. Add Hardware

Hardware are necessary in order to provide the services for which a customer has subscribed to.  Such hardware can be TV boxes or routers.

4.4.10. Swap Hardware

In case of hardware malfunction or stolen hardware, the subscriber is requested to purchase new hardware items which will replace the old items.

4.5. Billing

 4.5.1. Billing Runs

For normal subscriptions AluxSat performs normal billing runs every month on the 5^th (approximately) day of the month and pre-bills the whole subsequent calendar month.   For prepaid subscriptions AluxSat performs prepaid billing runs on a daily recurring basis. Both services and physical goods are considered billable.

1.5.                    Payment Methods

For normal subscriptions (not prepaid) AluxSat offers various payment methods allowing customers to pay their subscriptions and other fees in their preferred method.  These methods are: cash, credit card, direct debit, bank transfer, vouchers and payments via the STRIPE payment gateway.

For prepaid subscription AluxSat offers AluxSat Vouchers to be used as the payment method where subscribers purchase vouchers and top up their wallet with.

1.5.1.                        Vouchers

AluxSat provides an alternate way of payment through the AluxSat Vouchers.  Vouchers are purchased by subscribers, they provide the voucher secret number to the Customer Service Agent to top up their wallets and that amount can then be consumed by the products or services of the account owners as denoted by the voucher.

1.5.1.1.    AluxSat Vouchers

AluxSat offers the below vouchers:

• €20 Vouchers on all services
• €50 Vouchers on all services + €5 extra added value
• €100 Vouchers on all services + €10 extra added value
• €25 Vouchers on AluxSat Premium only

1.5.2.                        STRIPE Payment Gateway

The stripe payment gateway is a built in integration of CRM.COM and the Stripe payment system which allows the acceptance of online and mobile payments.

1.6.                    Payment Frequency

Flexibility on the payment frequency is given to customers so as to choose whether they wish to pay on a monthly, quarterly, biannually, annually or on a 2-year basis.

1.7.                    Presentment Methods

Subscribers (except prepaid subscribers) can select the method they wish to receive their bills, by selecting between Email, SMS and Post.

1.8.                    AluxSat Subscription Batch Processes

AluxSat supports subscription batch processes for deactivation and activation purposes.

1.8.1.                        Automatic Deactivation Process

This process is used to retrieve all unsettled effective subscriptions (i.e., subscriptions that have unsettled bills) in order to deactivate them.  This process runs automatically on a daily basis.  Once completed, all the subscription services of the subscription are being deactivated, setting their life cycle state from “Effective” to “Not Effective”.

1.8.2.                        Automatic Activation Process

This process is used to retrieve all settled deactivated subscriptions (i.e., subscriptions whose bills have been settled) in order to reactivate them.  This process runs automatically on a daily basis.  Once completed, all the subscription services of the subscription are being reactivated, setting their life cycle state from “Not Effective” to “Effective”.

1.9.                    Pricing

The table below shows the prices for all AluxSat’s products.  Usage service products have their own usage service catalogs.  The rest of the products’ rates are included in the AluxSat Price Plan.  All prices are in Euros.

1.9.1.                        AluxSat Price Plan

1.9.2.                        AluxSat Usage Service Catalogs

Usage Service Catalogs are used to maintain all usage service information and to define the business rules, dependencies and prerequisites between services that determine the services that are allowed to be offered to subscribers, their price rates and the conditions that should be fulfilled in order for those services to become available.  The OTT (Over The Top) business model is supported via the Usage of Usage Service Catalogs.

1.9.2.1.    Pay Per View Usage Service Catalog

  Note: Subscription to “Pay Per View” termed service is required.

1.9.2.2.    Movies On Demand Usage Service Catalog

  Note: Subscription to “Movies On Demand New” or “Movies On Demand Library” termed services is required.

1.9.2.3.    Telephony Usage Service Catalog

1.10.               Additive Discounts

AluxSat is offering the below additive discounts:

• 1 month of free period on AluxSat Premium service
• 50% discount for the first 3 months on Triple Play Gold service
• AluxCinemaHD 1 month free Promo

1.11.               Service Requests

Call center agents will be the first to talk with customers.  In situations where the customer is facing a technical problem, then the Call Centre agents will try to solve the problem.  If the problem cannot be resolved then it is escalated to the technical and repairs department.  In such a case, service requests are created and assigned on technicians.  All service requests are recorded indicating the related customer, the caller’s details, the type of the issue, its status, its lifecycle state, its urgency level, its priority level, its key dates, who it’s assigned to, the response, the resolution and the services or physical goods that may be required in order for the service request to be completed.

1.11.1.                   Service Request Types

The below types are supported:

• Complaint
• Technical Issues
• General issues

1.12.               Jobs

Jobs are small projects initiated by the operator for customers, where services and physical goods are delivered and billed.

The below job types are supported:

• Installation

Installations are billable.  A charge is applied for damaged or stolen hardware since replacement is required.

1.12.1.                   Technical Operators

Technical operators are responsible for all on-site installations and are available between 09:00am – 13:00pm from Monday to Friday.  Each installation requires approximately 1 hour to complete.  A technical operator resource is booked for each installation job according to availability.

1.13.               Notifications, Reminders and Communication

Email and SMS notifications are used for communications with customers on reminding about unsettled bills, low wallet balance, sending promotional offers or informational material etc.  In order for a customer to receive email or SMS notifications he needs to provide his email and mobile phone respectively to one of the customer service agents.

1.13.1.                   CM SMS Gateway

CM. SMS Gateway is integrated to CRM.COM and enables sending text messages (SMS) to the mobile phone numbers of AluxSat subscribers for notification or other communication purposes.

1.14.               Warehouse

AluxSat warehouse is used to control the location and quantity of all physical goods related to the AluxSat subscriptions such as TV Boxes, Routers and Remote Controls.

1.15.               AluxSat Rewards

1.15.1.                   Reward Subscription Maturity

AluxSat awards its subscribers with €10.00 into their wallets when having a subscription which are effective without any interruptions for 1 year.  This amount can be consumed by the subscribers on AluxSat products and services only.

1.15.2.                   Reward Referrals

AluxSat awards its subscribers that refer other people to become subscribers with €5.00 into their wallets.  This amount can be consumed by the subscribers on AluxSat Movies on Demand products only and within 3 months of the time of the award.

1.15.3.                   Birthday Bonus

AluxSat awards its subscribers on their birthday with €2.00 into their wallets, the equivalent amount of a newly released movie.  This amount can be consumed by the subscribers on AluxSat Movies on Demand products.

1.15.4.                   Other Offers

AluxSat may run promotional Reward Offers at any time within the year with limited validity periods (e.g. Christmas offers, Summer offers, promo products etc).