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Customers have the ability to view their account balance and subscription information and create information requests via AluxSat’s web portal by providing their ID and passwordsubscribe to Aluxsat services via the Aluxsat web portal, log in to the portal using their ID and password and manage their subscription with the ability to add or remove services, update their personal and payment details, view and pay for their bills, view their wallet balance, top up their prepaid wallets, purchase vouchers, view their messages/notifications etc.

4. Overview of AluxSat Operations and Services

AluxSat provides a range of TV channels grouped into subscription packages.  A TV receiver box needs to be installed at the customer’s location in order for the TV provision to be available.  Multiple viewing on multiple devices is available. 

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AluxSat offers a variety of products to its customers ranging from TV packages, Triple Play packages, add-on channels, PPV and VOD.  In addition to these services, AluxSat offers the appropriate hardware required for the provision of services.  Certain fees that may also apply, such as installation or repair fees, are also productsservices are listed as expenses.

Products can be physical items (hardware), TV services, broadband services, telephony or fees charged when certain services are provided:

Physical items: TV box, wireless router, remote control

Products: TV packages, additional individual channels, pay per view, movies on demand, triple play packages, broadband, telephony

Expenses: installation service, repair feeservice

4.2.2. Available Products

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

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

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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 subscription TV 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:

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 In order for Pay Per View services to be provided, the subscriber needs to subscribe to the below basic service:

• Pay Per View (PPV)

4.2.2.4.    Movies On Demand

Movies On Demand are provided under the condition that a customer has already subscribed to one of the Main Subscription Packages subscription TV 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

 In order for Movies On Demand services to be provided, the subscriber needs to subscribe to the below basic service:

• Movies

4.2.2.5.    Telephony

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:

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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.

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• Multiroom TV 1
• Multiroom TV 2
• 1 or 2 additional Additional AluxSat TV boxes for each Multiroom TV product

4.2.4. Required Hardware

4.2.4.1.    AluxSat TV Box

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Each TV box is provided at a flat one-off fee of €50.  Multiple TV boxes can be provided and at 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.

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

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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 wayApart from the web portal, an agent will serve the customer and proceed with a subscription creation.  AluxSat provides three two types of subscriptions:

• Normal
• Prepaid

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

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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 are topped up in advance by various payment methods such as vouchers or STRIPE payment. 

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.

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

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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.

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Remove Services

Customers have the option to remove services they subscribed to due to service cancellations or regrets.

4.4.6. Deactivate Subscription

Subscription deactivations are possible to be performed at any time a customer wishes to terminate deactivate 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. Amend Billing

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Terms

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

4.4.9. Add

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Installed Items

Hardware are is 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

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Installed Items

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

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4.6.1. Vouchers

AluxSat provides an alternate alternative way of payment through the AluxSat Vouchers.  Vouchers are purchased by subscribers, they provide the voucher secret number to the Customer Service Agent or web portal 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.

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AluxSat supports subscription batch processes for deactivation and activation purposes.

4.9.1.

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Deactivate Unsettled Subscriptions

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”.

4.9.2.

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Activate Settled Subscriptions

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”.

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

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

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