ECONZ Wireless

Support Process Technical Support o 1st line Support: 1940 o 2nd line Support: Econz Wireless o AM/PAM/BP: Advise customer to call 1940 Commercial Support o Sales queries  Indirect: PAM, Business Partner, 1960, 1940  Direct: Account Manager o Billing queries  Indirect: PAM, Business Partner, 1960, 1940  Direct: Account Manager 2

Technical Support 1940 Call centre receives call from Customer (IT Administrator, not end user) If end user calls; – Perform normal GSM Support (Account check, connectivity etc.) and inform the user that for App support they must contact their IT admin agents authorises the caller 1940 agent creates an SR in Siebel SRM (normal process) and a SR# is generated – Complete first line check using smart scripts o End-user problem (normal GSM support – Connectivity/device etc.) o IT administrator problem (Econz smart scripts – portal password etc.) 3

Technical Support 1940 If there is resolution, call will be closed. If there is no resolution, – End-user calling – advise user to contact company IT administrator – IT Administrator - call will be forwarded to Econz Support using eBonding via Siebel SRM – Econz will contact the customer within an hour and also send an acknowledgement back to Vodacom by replying to the SRM (within 15 min). – When Econz reply to the , the will be stored in Siebel and can be viewed under the “activities” tab. o Econz to provide 30min updates o A call centre agent can view updates, against the SR – 1940 can contact Econz directly (Escalation matrix to be provided by Econz) or escalate to EM if SLA is breached 4

Siebel SRM eBonding This is a functionality within Siebel, an will be automatically created and forwarded to Econz. When Econz reply on the , the will be stored in Siebel and can be viewed under the “activities” tab 5

Commercial Support Sales and Billing queries o Sales queries  Indirect:  PAM: Follow up with Econz representative either telephonically or via  BP: Follow up with Econz representative either telephonically or via  1960: Follow up with Econz representative either telephonically or via  Escalate to EM  Direct:  Account Manager: Follow up with Econz representative either telephonically or via  Escalate to EM o Billing queries  Indirect:  PAM, Business Partner: Commercial Finance  1960 : Forward to 1940 (Siebel SRM)  1940 – Resolve or Escalate to Commercial Finance  Direct: Account Manager: Commercial Finance 6

Billing Support 1940 The call centre agent checks the bill on M2 If there’s a discrepancy, the agent escalates to Commercial Finance/VB Billing by creating an SR on Siebel Commercial Finance checks the customer invoice If there’s a discrepancy they query this with ECONZ 7

Upgrades & Cancellation 1940: Upgrades (Forward Call to 1960) and Cancellation (VB cancellation) 1960: Upgrades (Sales Process) and Cancellation – (VB cancellation) AM/PAM/BP: Send to EM & Econz Wireless Cancellation: – VB Cancellations receive a cancellation order from 1940/PAM/AM/BP (via Siebel SRM/ ) – VB Cancellations create a cancellation order in Siebel and submits to MSPI – MSPI will send an notification to inform Econz of the cancellation request. – Econz will login to SDP, verify the details and contacts customer to schedule date and time for decommissioning – Econz Wireless will close the order on SDP once the decommissioning is successful. – Client will then have opportunity to use solution for last thirty days. This will mean pulling any and all reports the client requires. Econz Wireless will assist. – After thirty days client site will be suspended and Econz Wireless will also assist the client in complete removal of the application off the mobile devices. – Econz Wireless will also remove client details from the billing file. 8

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