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15 November 2010 slide 1

Proximus S.L.AThe new Customer Centric Partnership for

Corporate Customers

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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.

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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.

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Network-wide.

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Customer centric

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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

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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

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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

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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)

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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%

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4. Periodic reporting

Personnal reporting

Outages (Planned & unplanned)

Per KPI defined

Service and Quality Review.

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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

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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

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SMS & VOICE: warning

Ok!

Ok!

Possibility Nok!

+- 90%ok andexception case is identified

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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

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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

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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

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Thank You

Documents

Presa Fred