2 ORDER STAGE

(1)

APPENDIX 1 - OVERVIEWS

APPENDIX 1 – OVERVIEWS

(2)

1 QUOTATION STAGE

Information System

Commercial Sales

Technical Sales

Capacity Check

Send Antenna

form

Approval

CSR Request Release Create

Contract Request

Order Stage

(3)

2 ORDER STAGE

Information System Information System

Equipment

Assignment Carrier

Assignment Billing

Antenna registration Send

Contract

Receive contract

Netimp Mediaport

Setup

Receive deposit Credit

Check

Capacity Block Assignment

Check Legal issues

Carrier request release CSR

release

Check

Operations stage

Quotation Stage Quotation

Stage

(4)

3 AFTER SALES STAGE

Information System Information System

Equipment Assignment

Carrier Assignment

Billing Netimp

Mediaport Setup

Capacity Block Assignment

Line up request Pink CSR

release

Check

Ramp up

Pink CSR Request Release After Sales

Operations Stage

Ramp up reminder

Reactivation Reactivation

trigger

(5)

4 LINE OFF STAGE

Non Payment

Notification financial process

Notification Netimp equipment

Notification Capacity

Notificaion Sales

Notification financial process

Notificaiont Netimp equipment

Notification Capacity

Notificaion Sales

Clear Network equipment Stop Billing

Clear capacity Block + carrier?

Red flag

Termination release

Termination release Non-

payment notification

release

Line off

Capacity Retrieval

Carrier

Retrieval ^Yes

Expiration notification

(6)

5 OPERATIONS STAGE

Information System

Ticketing system release Order stage

After Sales stage

Line up

(7)

APPENDIX 2 – THE QUOTATION STAGE

Approved by : Approval Date :

Signature :

(8)

DOCUMENT MANAGEMENT

Document history

Version nr. Date Changes Author

001 11-11-2003 initial version Berne Jansen

Distribution

Version nr. Date Addressees

(9)

1 GENERAL...10

GOAL...10

2 QUOTATION STAGE: SALES PROCESS ...3

ACTIVITIES AND RESPONSIBILITIES...11

FLOW DIAGRAM...12

DESCRIPTION...13

FORMS...13

(10)

1 ^GENERAL

Goal

This process describes the way the Sales Process is handled at NSS. The process starts when an initial contact with the customer is made. The customer ends when the RPM changes the status of the proposal to “Contract Request” in Axapta.

ROLE ABBREVIATIONS AND DESCRIPTIONS

Role Description

SE Sales Engineer

RPM Regional Program Manager SD Sales Director

(11)

2 SALES PROCESS

Activities and Responsibilities

Nr. Activity or (Process) Responsibility

SD SE RPM

1. First prospect contact 2. Input proposal in Axapta 3. Create prospect in CRM

4. Collect/check technical information 5. Send proposal

6. Fill in Lost Business Information 7. Complete technical Information 8. Information Check

9. Complete contract Information 10. Send to HQ (changing status) 11. “Start Order Stage”

(12)

Flow Diagram

(13)

Description

1. First prospect contact. The initial contact with the customer is made. This process step only applies to new customers

2. Input proposal in Axapta. The Sales Director puts in the proposal in Axapta 3. Create prospect in CRM. The RPM fills in the Customer data into Axapta

4. Collect/check technical information. The Sales Engineer collects all possible parameters from the customer.

5. Send proposal. The sales person sends out the proposal to the customer.

6. Fill in Lost Business Information. When the customer has denied the proposal, the Sales Director fills in the Lost Business information in Axapta.

7. Complete technical Information. When a proposal is accepted, the Sales Engineer completes the technical information for a contract request.

8. Information Check. The RPM does a thorough information check to see if all relevant data has been collected and the start of service date has been set correct.

9. Complete contract Information. If the proposal has not been filled in completely or an unrealistic start date has been set, the Sales Director or Sales Engineer has to add the right information or change the information into the right data.

10. Send to HQ (changing status). The RPM will finally send the proposal to the Head Quarters.

11. The “Order Stage” starts

Forms

Schedule 1 Schedule 2

Credit Application Form Link Budget

Service Order Form Antenna Registration From Contract

(14)

APPENDIX 3 – ORDER STAGE

Signature :

Version Date : 18-09-2003

Version : 1.1

(15)

DOCUMENT MANAGEMENT

002 18-09-2003 changed version after comments from Sue van Delden Berne Jansen

Distribution

(16)

1 GENERAL...18

GOAL...18

2 MAIN PROCESS 1: CSR PROCESS ...19

FLOW DIAGRAM...20

DESCRIPTION...20

DESCRIPTION...21

3 NETWORK IMPLEMENTATION ALLOCATION PROCESS ...22

FLOW DIAGRAM...22

DESCRIPTION...23

4 NETWORK IMPLEMENTATION MEDIAPORT SETUP PROCESS ...24

FLOW DIAGRAM...24

DESCRIPTION...25

5 CAPACITY ALLOCATION PROCESS ...26

FLOW DIAGRAM...26

DESCRIPTION...27

6 FINANCE CREDIT CHECK PROCESS ...28

FLOW DIAGRAM...29

DESCRIPTION...29

7 LEGAL PROCESS...30

FLOW DIAGRAM...30

DESCRIPTION...30

8 ACTIVATE CONTRACT PROCESS ...31

FLOW DIAGRAM...32

DESCRIPTION...33

9 CAPACITY ENGINEERING PROCESS...34

FLOW DIAGRAM...34

(17)

DESCRIPTION...35

10 REJECTION...36

FLOW DIAGRAM...37

DESCRIPTION...37

11 MAIN PROCESS 2: SALES FORECASTING ...38

FLOW DIAGRAM...39

DESCRIPTION...40

(18)

1 ^GENERAL

Goal

This process describes the way a contract request is handled at NSS. The process starts when the RPM changes the status of the proposal to “Contract Request” in Axapta. The process ends when the contract is activated in Axapta. Besides, this document also describes the way Sales Forecasting is done at NSS, according to the data of the different stages of the contract request within the order stage.

BM Billing Manager CCC Credit Check Controller CE Capacity Engineer CM Capacity Manager CPO Contract and Proposal Officer LC Legal Counsel

NIM Network Implementation Manager RPM Regional Program Manager SBA Sales Business Analyst

SM Satellite Manager SD Sales Director SE Sales Engineer

(19)

2 MAIN PROCESS 1: CSR PROCESS

Activities and Responsibilities

Nr. Activity Responsibility

RPM SM SD

12. Change status proposal in Axapta to “Contract Request”

13. notification (1) 14. Check documents 15. Add/Correct Information 16. Pull up contract in Axapta

17. Change Status contract in Axapta to “Submitted to CSR”

18. notification (2)

19. (Start Business Process “Network Implementation Allocation”)

20. (Start Business Process “Rejection”)

21. (Start Business Process “Network Implementation Mediaport setup”)

23. (Start Business Process “Capacity Management Allocation”)

25. (Start Business Process “Credit Check”) 26. notification (5)

27. Change status of contract into “sent to Legal”

28. (Start Business Process “Legal”) 29. notification (6)

30. Final approval?

31. (Start Business Process “Activate Contract”)

(20)

Flow Diagram

Business Process - Main Process - CSR Process

CSR departments

Sales Director RPM SM/CPO

Change status proposal in Axapta

to “Contract Request”.

E-mail auto generated by Axapta.

Information correct and complete?

Change status contract in Axapta to “Submitted to

CSR”.

Yes Add/Correct Information.

accepted contracts E-mail auto generated by Axapta.

VAS / Space Only?

Start Business Process

"Network Implementation Allocation"

"Capacity Management"

Space Only

accepted contracts

"Credit Check"

VAS

"Rejection"

Check documents

Start Business Process “Legal”.

change status of contract into "sent to Legal" (CPO)

No

AND E-mail auto generated by Axapta.

Start Business Process “Activate

Contract”

"Rejection"

final approval?

status of contract

"Contract request"

status of contract

"Submitted to CSR"

“Capacity Engineering"

“Antenna Registration"

"Network Implementation Mediaport setup"

Start "Operations Stage"

Notification (2)

Notification (5) Notification (4) Notification (3)

Notification (6) Notification (1)

Pull up contract in Axapta.

AND

"Quotation Stage"

(21)

Description

12. The RPM Changes the status of the contract in “Contract Request” where after Axapta sends an automatically generated e-mail to the SM.

13. The SM will receive a notification of the status of the CSR Flow (1) that the flow is started.

14. In the Contract Management module in Axapta the SM check the contract to see

15. If details are incorrect, contact will be made with the SD or RPM in relevant region so that the information can be added or corrected.

16. If details of the service, legal entity and contact details are found to be complete, SM will pull up a contract in Axapta

17. SM will changed the status of the contract request in Axapta into “submitted to CSR”

18. The SM will receive a notification of the status of the CSR Flow (2)

19. If Service is a VAS then Business Process Network Implementation Allocation will start. In this process it is checked whether Network Implementation ground equipment is available and it is allocated to a certain service.

20. If during the CSR process any department rejects the CSR and a revision needs to occur, an e-mail will be sent by Axapta to the SM who will then contact the SD or RPM in relevant region so that the information can be revised. All this can be read in Business Process Rejection. Once information is complete and corrected, the CSR Flow will be started again.

22. Business Process Credit Check will start (simultaneous with Business Process Network Implementation Allocation for a VAS). During this process, it will be checked whether the customer is credit worthy or not.

24. Business Process Network Implementation Mediaport setup will start. During this process, the specifications from the customers equipment are collected and the NSS Mediaport will psychically be set up, so it is able to communicate with the customer equipment.

25. Business Process Capacity Management will start. During this process, the satellite capacity will be reserved and assigned.

26. The SM will receive a notification of the status of the CSR Flow (5).

27. Once all relevant departments have approved, the SM/CPO receives an automatically generated e-mail from Axapta and changes the status of the Contract to “sent to Legal”, automatically generating the e-mail to Legal.

28. Business Process Legal will start. The contract is created and legally approved.

29. SM/CPO will receive an e-mail that Legal has approved the contract details. The SM/CPO will receive a notification of the status of the CSR Flow (6).

30. The Contract is available for final approval. If necessary the SM will forward contract to Regional Office for their approval.

31. When the contract is approved and Business Process Network Implementation Mediaport setup is finished, Business Process Activate contract will Start. During this process, the contract is activated and invoices are created for every month until the expiration of the contract.

32. When the Antenna is registered and the contract is activated, Business Process Capacity Engineering will start. The Capacity Engineer simulates the connection and asks for a line up to the operations departments.

33. The Operations Stage will start. The operations department connect the customer to the NSS network.

(22)

3 NETWORK IMPLEMENTATION ALLOCATION PROCESS

Activities and Responsibilities

NIM 1. Check relevant information

2. Assign Capacity in Axapta 3. Accept contract in Axapta 4. Reject contract in Axapta

Flow Diagram

Business Process - Network Implementation Allocation - CSR Process NIM

Yes No

Business Process "Network Implementation Mediaport setup"

Business Process "CSR Process"

Accept CSR?

Accept contract in Axapta.

AND

Assign Capacity Check relevant

contract information.

Business Process

"Rejection"

Reject contract in Axapta

(23)

Description

1. The NIM checks all the relevant information is correct and complete 2. The equipment used by the service is assigned into Axapta

3. If all information is complete and correct the contract is accepted

4. If the contract is accepted then “Business Process Main Process” will continue

5. If the contract is accepted then also “Business Process Network Implementation Mediaport setup” will start

6. If all information is not correct and complete the contract is rejected 7. If the contract is rejected then “Business Process Rejection” will start

(24)

4 NETWORK IMPLEMENTATION MEDIAPORT SETUP PROCESS

Activities and Responsibilities

NIM 5. RF Stage

6. IF Stage 7. IP Stage

Flow Diagram

Business Process - Network Implementation Mediaport setup - CSR Process NIM

IP Stage Business Process "Network

Implementation Allocation"

IF Stage RF stage

(25)

Description

1. RF stage: all aspects regarding satellite connection are issued. An example of this is the antenna registration orm that is needed on an initial service and used by the NIM to connect their service.

2. IF stage: all things regarding ground equipment are issued. An example is NSS needs all ground equipment details to establish a connection.

3. IP stage: all things regarding network applications are issued. An example of this is the mac-addresses to identify the network card with which the connection is established.

(26)

5 CAPACITY ALLOCATION PROCESS

Activities and Responsibilities

CM

1. Transponder configured prior to service 2. put capacity on hold in SatCenter 3. Accept contract in Axapta 4. Reject contract in Axapta

Flow Diagram

Business Process - Capacity Allocation - CSR Process CM

No

Yes No

Yes Requested connectivity available?

Reject contract in Axapta

Can transponder be configured?

Transponder configured prior

to service.

Accept contract in Axapta put capacity on

hold in SatCenter Business Process

"Rejection"

(27)

Description

1. The transponder will be configured prior to service.

2. The capacity used by the required service is put on hold (ie. reserved) in SatCenter. Since SatCenter is synchronized with Axapta every 40 minutes this information will also be available in Axapta with a maximum delay of 40 minutes.

3. If all information is complete and correct the contract is accepted and “Business Process Main Process” will continue

4. If not all information is correct and complete the contract is rejected and Business Process

“Rejection” will start.

(28)

6 FINANCE CREDIT CHECK PROCESS

Activities and Responsibilities

CCC

1. Pull up contract in Axapta 2. Do Credit Check

3. Determine “payment term” and enter it into Axapta 4. Fill in deposit amount in Axapta.

5. Accept contract in Axapta 6. Reject contract in Axapta

(29)

Flow Diagram

Description

5. CCC pulls up contract in Axapta

6. The CCC checks whether the potential customer is credit worthy or not

7. If the potential customer is credit worthy, then the contract request is accepted and the payment term is determined and entered in the corresponding field in Axapta

8. The deposit amount is determined and filled in, in Axapta 9. “Business Process Main Process” will continue

10. If potential customer is not credit worthy the contract is rejected in Axapta by CCC and

“Business Process Rejection” will start.

Business Process - Finance Credit Check - CSR Process CCC

No

Yes Pull up contract in

Axapta.

Customer creditworthy?

Determine payment term and

enter it into Axapta

Fill in deposit amount in Axapta.

Reject contract request in Axapta.

Do Credit Check Business Process "CSR

Process"

Business Process

"Rejection"

(30)

7 LEGAL PROCESS

Activities and Responsibilities

LC 1. Create a Contract in word

2. Accept Contract 3. Reject Contract

Flow Diagram

Description

11. In the event the CSR is accepted by LC, LC will create a Contract in word.

12.

LC will change the status of the Contract to “approved by legal” in Axapta at which time the CPO will receive an e-mail that the contract is approved.

13. In the event the CSR is rejected by LC, LC will change the Contract status to “rejected by Legal” and Business Process rejection will start.

Business Process - Legal - CSR Process LC

Yes

No Reject contract in Axapta.

Create Contract in Word.

Accept Contract details?

Business Process

"Rejection"

(31)

8 ACTIVATE CONTRACT PROCESS

Activities and Responsibilities

CPO/SM CCC BM

1. Request Deposit Invoice

2. Create Deposit Invoice in RTF format 3. Attach created Deposit Invoice to Axapta.

4. Receive Deposit Invoice by E-mail.

5. Convert Deposit Invoice to PDF format 6. Dispatch and sign of contract

7. Verify that the payments have been received.

8. Ask for Netimp Clearance 9. Request Line Up

10. Start Process “Capacity Engineering”

11. Notification that the contract can be activated in Axapta.

12. Activate contract in Axapta 13. Invoice customer

14. CNP Process 15. Check with SM 16. Recognize Revenues

(32)

Flow Diagram

Business Process – Activate Contract – CSR Process

CPO/SM BM CCC

Dispatching and signing of contract.

Verify that the payments have been received.

Activate contract in Axapta Request Line Up

Notification that the contract can be activated in

Axapta.

Status of contract

"contract accepted" or

"contract countersigned"

Status of contract

"contract Activated"

Convert deposit invoice to PDF

format

Business Process

"Capacity Engineering"

Ask for Netimp Clearance

Business Process

“Network Implementation Mediaport setup”

Invoice customer

Recognize revenues monthly

CNP correct?

Accounts

Receivable C N P Proces

yes No End of period?

No

Check with SM Yes

Attach created Deposit Invoice to

Axapta.

Request deposit invoice

Create Deposit Invoice in RTF

format.

Receive Deposit Invoice by

E-mail.

Verify that the payments have been received.

Suspend?

(33)

Description

14. CPO/SM request a deposit invoice from Finance Billing 15. Finance Billing will produce a Deposit invoice in RTF format

16. This RTF file will then be attached to the contract in Axapta by Finance Billing 17. CPO/SM will receive an e-mail from Billing and pulls up the invoice in Axapta.

18. CPO/SM converts the RTF deposit invoice to PDF document.

19. Dispatching and Signing of contract now takes place. The CPO/SM will send all relevant documents via e- mail to the customer. Customer is requested to send two copies of each of the signed contracts and relevant documents back. On receipt of the hard copy of the signed contract and SOA the CPO/SM will check and approve for countersigning, and if necessary make any adjustments to the contract in Axapta. CPO/SM will now change status to “Contract signed” in Axapta. CPO/SM will present Contract for countersigning to Senior Sales VP. When the contract is countersigned, one copy of the contract is sent to legal for scanning.

Second copy of the signed and countersigned contract is returned to customer. CPO/SM will then change status to “Contract countersigned” in Axapta.

20. The CPO/SM verifies with Finance Credit Check that the deposit and first payment have been received if applicable.

21. The Satellite Manager asks for Netimp Clearance. This means the Satellite Manager asks whether the process Network Implementation Mediaport setup is finished and the customer can actually be connected.

22. The Satellite Manager requests a line up to the Capacity Engineer and Capacity Manager and attaches all technical relevant data. At this point Capacity Management will change the capacity in SatCenter from “on hold” to “active”. As said before this information will also be available in Axapta with a maximum delay of 40 minutes.

23. Business Process Capacity Engineering starts.

24. Notification at this stage is given to Finance Billing by Satellite Manager so that they can activate the contract

25. Finance Billing activates contract in Axapta

26. Finance Billing invoices the customer for the following month and put invoice in Accounts Receivable 27. Finance CC reads Accounts Receivable and does CNP (Credit Note Provision, 4 days max. after invoicing

customer). If the CNP is not correct, CCC will decide if the customer has to be suspended or not.

28. Finance Billing closes period in Axapta at which time Axapta recognizes the revenues for that month.

29. Once the period has been closed, Finance Billing can print invoices from Axapta.

(34)

9 CAPACITY ENGINEERING PROCESS

Activities and Responsibilities

CE SE

17. Receive Link Budget or Carrier Information 18. Check antenna registered

19. Simulate line up and specify power and bandwidth 20. Request line up

Flow Diagram

Business Process

"Activate Contract"

Business Process - Capacity Engineering – CSR Process CE

Check Antenna registered Receive Link Budget or Carrier

Information

Simulate line up and specify power

and bandwidth

Request line up

Business Process

"Antenna Registration"

Operations Stage

(35)

Description

1. CE receives the Link Budget or at least some carrier information from the client or the SE before the Line up request. Another option is that they receive the information attached at the line up

authorization from the SM.

2. CE checks whether the antenna is already registered (antenna registration form is filled in and sent back)

3. CE calculates the right power and MHz for the service through simulation by the software tool Complan (Complan simulates a line up by making calculations on location of the satellite, distance to the satellite, place of antenna in the beam, transponder specifications etc. and then gives the power and bandwidth output).

4. CE sends a line up request to the POC.

5. Operations stage starts

(36)

10 ^REJECTION

Activities and Responsibilities

SM 1. Clear CSR Flow in Axapta.

2. Deal with issues regarding rejection and corresponding department

3. Change status of contract to “Submitted to CSR” in Axapta.

(37)

Flow Diagram

Description

30. Axapta will send an automatically generated mail when a contract is rejected during one of the processes Business Process - Rejection

SM

No

Yes Issues solved?

Change status of contract to

“Submitted to CSR”

in Axapta.

Deal with issues regarding rejection and corresponding

department Clear CSR Flow in

Axapta.

Automatically generated rejection

e-mail by Axapta.

(38)

11 MAIN PROCESS 2: SALES FORECASTING

Activities and Responsibilities

Nr. Activity or (Process) Responsibility

1. Validity Check -

2. Copy data -

3. Tweak capacity -

4. Assign as NBIP -

5. Assign as NBIP secured -

6. Assign as Secured Revenue -

7. Create weekly report -

(39)

Flow Diagram

Business Process - Sales Forecasting

Axapta SBA module Axapta CSR module

Assign Secured Revenue

validity check

create weekly report

proposals

Status of contract to

"Accepted by customer" or

"contract countersigned"

status of contract

"Contract request"

Status of contract

"contract Activated"

Assign NBIP secured Assign NBIP

copy data

validity check copy data

copy data tweak capacity

status of contract

"Submitted to CSR"

Start Business Process "Capacity

Management"

not accepted yet

accepted

validity check

Status of contract

"month to month" or

"year to year"

validity check

??? copy data

(40)

Description

Since Sales Forecasting is involved in all stadiums of the Sales, CSR and Billing Process a lot of input given in the above diagram can also be found in other diagrams. The Flow diagram shows each status of the data through the processes of Sales and CSR. The reader can also find each status of these data as an output in the Business Processes “Sales”, “Main Process” and “Finance Billing”. Of the CSR processes, only the Capacity

Management process is shown. The other processes are symbolized by the dotted lines shown in the figure.

33. The Axapta system does a validity check on all CSR’s and proposals in the stages before being activated.

This validity check will occur on probabilities, SOS and EOS dates and Rates. If data does not seem to be valid, Axapta will automatically generate a report.

34. Axapta thereafter will copy the current status of all data in a separate table.

35. Proposals and CSR’s that have not been put on hold by Capacity Management yet will be checked on capacity. The system will tweak down all over-capacity that has been booked by the Sales representatives to a 100%. The capacity check will also occur on proposals.

CSR’s that have been accepted in the process “Capacity Management” already will not need to undergo a capacity check because these data have been put “on hold” already by Capacity Management in process Capacity Management. As a rule, Capacity Management will never put more than 100% of their capacity on hold which makes it unnecessary to do the capacity check again.

36. All CSR’s data that have not been accepted by the customer yet will be saved as New Business in Progress in the system (NBIP).

37. CSR’s that have been accepted by the customer and/or already have been countersigned will be saved as New Business in Progress Secured (NBIP secured)

38. All activated contracts will be saved as Secured Revenue. Within NSS also the terms “Backlog” or

“Contracted revenue” are used. Whether the revenue of the contract has been recognized already (i.e.

Whether the service has been delivered already) does not influence the sales forecasting anymore.

39. From the NBIP, NBIP secured and Secured Revenue a weekly report is generated. The weekly report will be able to make a distinction between Renewals and New Business.

(41)

PAGE 41OF 81

APPENDIX 4 - AFTER SALES STAGE

Signature :

(42)

PAGE 42OF 81

DOCUMENT MANAGEMENT

002 08-11-2003 revised version Berne Jansen

Distribution

(43)

PAGE 43OF 81

(44)

PAGE 44OF 81

1 GENERAL... 46

GOAL... 46

2 REACTIVATION AFTER SUSPENSION... 48

ACTIVITIES AND RESPONSIBILITIES... 48 FLOW DIAGRAM... 50 DESCRIPTION... 53

3 RECONFIGURATION... 55

ACTIVITIES AND RESPONSIBILITIES... 55 FLOWCHART... 58

Description ... 60

4 RAMP UP ... 61

ACTIVITIES AND RESPONSIBILITIES... 61 FLOWCHART... 61

(45)

PAGE 45OF 81

DESCRIPTION... 62

5 OUTAGE ... 64

ACTIVITIES AND RESPONSIBILITIES... 64 FLOWCHART... 65 DESCRIPTION... 66

(46)

PAGE 46OF 81

1 ^GENERAL

Goal

This process describes the ways different kinds of after sales processes are handled at NSS.

These processes can be any change in the content of the contract or the service

BM Billing Manager CCC Credit Check Controller CE Capacity Engineer CM Capacity Manager CPO Contract and Proposal Officer LC Legal Counsel

NIM Network Implementation Manager

(47)

PAGE 47OF 81

RPM Regional Program Manager SBA Sales Business Analyst

SM Satellite Manager SD Sales Director

(48)

PAGE 48OF 81

2 REACTIVATION AFTER SUSPENSION

Activities and Responsibilities

Activity

Responsibility

1. Authorize reactivation

2. Authorize reactivation 3. Receive Reactivation

Notification 4. Create reactivation

request

(49)

PAGE 49OF 81

5. Send internal notification

6. Notify

7. Reactivate

8. Send external notification

9. Notify

10. Change status in Axapta

(50)

PAGE 50OF 81

Flow Diagram

(51)

PAGE 51OF 81

Business Process - Reactivation after suspension

NOC POC

Legal Finance

Network Implementation Capacity

Management RPM

Satellite Manager Sales Director and

Sales VP

receive notification

reactivate receive

notification

(Billing)

change contract status to Active in Axapta receive notification Authorize reactivation

Authorize reactivation (CC)

(Billing)

send internat notification

receive notification receive

notification

create reactivation

request

send internal notification Reactivation Notification of Lease to Termination, POC NOC, sales person, sales VP, RPM

(52)

PAGE 52OF 81

(53)

PAGE 53OF 81

Description

40. If payment is made by the customer in full during the 10 working day period or an agreement has been reached for settlement, Finance will authorize Customer Resources by e-mail during working hours to reactivate the customer due to payment having been received or a settlement reached. The Satellite Manager will change the status of the contract in Axapta to “reactivate suspended contract”

41. The Satellite Manager will send a Reactivation Notification of Lease e-mail to the following e-mail addresses: Termination group (containing Finance Billing, Capacity Management, Network

Implementation, Legal, Sales Director and Sales VP),: POC, NOC, the Sales Director, the Sales VP and the Regional Program Manager. For purposes of consistency, the NOC will only accept reactivation or

interruption requests from Customer Resources and the SVP of Sales.

42. The corresponding parties notify about the reactivation

43. The NOC will create in the Trouble Ticket module a service request ticket for the reactivation of the previously Suspended Service and it will have a 'medium priority' status, which means that the service will be reactivated within 24 hours. Two (2) ticket notifications will be issued.

44. The first, an internal notification e-mail, will be sent to Customer Resources and Billing to notify that the e- mail has been received and that the ticket is being logged.

45. The corresponding parties notify about the ticket 46. The service will be reactivated by turning on the IP.

47. When the service is reactivated, an external notification e-mail, stating that the service is reactive will be sent to the Customer, Customer Resources, Billing and the relevant Sales Director.

48. The corresponding parties notify about the reativation

(54)

PAGE 54OF 81

49. The applicable Satellite Manager will change the status of the contract to “reactivate suspended contract” in Axapta. No changes will be made on Finance Billing since billing did not stop on suspension

(55)

PAGE 55OF 81

3 RECONFIGURATION

Activities and Responsibilities

Activity Responsibility

1. Ask for reconfiguration

2. check documents

3. Add/Correct Information

(56)

PAGE 56OF 81

Information 4. Start Business

Process “Network Implementation Allocation”

5. Start Business Process “Network Implementation Mediaport setup”

6. Start Business Process “Rejection”

7. Start Business Process “Capacity Management”

8. Create invoice for reconfiguration 9. Ask for line up

request 10 Start Business

“Process Capacity Engineering”

11. Start “Operations Stage”

(57)

PAGE 57OF 81

Stage”

(58)

PAGE 58OF 81

Flowchart

Business Process - Reconfiguration - CSR Process

CSR departments

Sales Director RPM SM/CPO

Ask for reconfiguration

Information correct and complete?

Yes Add/Correct Information.

Network Implentation consequences?

"Network Implementation Allocation"

"Capacity Management"

accepted contracts

"Rejection"

Check documents

No

"Rejection"

“Capacity Engineering"

"Network Implementation Mediaport setup"

Start "Operations Stage"

AND

ask for line up request Create invoice for

reconfiguration

Capacity consequences

? Yes

No

Yes

AND No

(59)

PAGE 59OF 81

(60)

PAGE 60OF 81

Description

50. Ask for reconfiguration 51. Check documents

52. Add/Correct information

53. Start Business Process "Network Implementation Allocation"

54. Start Business Process "Rejection"

55. Start Business Process "Network Implementation Mediaport setup"

56. Start Business Process "Capacity Management"

57. Create invoice for reconfiguration 58. Ask for line up request

59. Start Business Process “Capacity Engineering"

60. Start "Operations Stage"

(61)

PAGE 61OF 81

4 ^{RAMP UP}

Activities and Responsibilities

Activity Responsibility

4. Trigger line up 5. Issue line up

Flowchart

(62)

PAGE 62OF 81

Description

61. Satellite Manager will ask Capacity Engineer to do the line up. This means the Satelllite manager has to keep track of ramp ups and warn the Capacity Engineer on time

Business Process – Ramp up CE SM

Trigger line up

Issue Line up request

Operations Stage

(63)

PAGE 63OF 81

62. The CE will issue the line up, do a simulation if applicable and request the line up to the operations departments.

(64)

PAGE 64OF 81

5 ^OUTAGE

Activities and Responsibilities

Activity or (Process)

Responsibility

1. Send Daily report 2. Accept outage 3. Find out

responsibility 4. Fill in Credit From 5. Activate Credit line

in Axapta

(65)

PAGE 65OF 81

in Axapta

Flowchart

Business Process - Outage

NOC POC

Legal Finance

Network Implementation Capacity

Management RPM

Satellite Manager Sales Director and

Sales VP

No

Yes

Yes No res[onsibility

clear?

Activate credit line in Axapta (Billing) Accept outage

sends dailty report

client responsible?

End Fill in Credit Form

Find out responsibiity

(66)

PAGE 66OF 81

Description

Space only

63. POC send a daily report by e-mail which contains all tickets and other (technical) notices to Capacity Management, Network Implementation, IO-Management, product development, POC group, CR, NOC staff and Sales Engineering.

64. Satellite Manager receives daily report from POC and filters out own satellite(s).

65. If things are unclear, incomplete, too technical, etc, Satellite Manager asks POC. POC has to find out who is responsible for the outage and comes with a conclusion to the Satellite Manager. If client is responsible no further action

66. Else Satellite Manager fills in a standard credit form. The credit from has to be signed by VP Customer Relations (and for amount above 10,000 by VP Sales). The signed credit form goes to Finance Billing.

Satellite Manager will create a credit line in Axapta.

67. Finance Billing will activate the credit line in Axapta and send a credit note to

VAS

68. NOC sends daily and monthly reports by e-mail which contains all tickets and other (technical) notices to noc-daily-rep@newskies.net

69. Satellite Manager receives daily report from NOC and filters out own satellite.

(67)

PAGE 67OF 81

70. If things are unclear, incomplete, too technical etc, Satellite Manager asks the NOC. NOC has to find out who is responsible for the outage and comes back with a conclusion to Satellite Manager. If client is responsible no further action

71. Satellite Manager fills in a standard credit form. The credit from has to be signed by VP Customer Resources (and for amount above 10,000 by VP Sales). The signed credit from goes to Finance Billing.

Satellite Manager will create a credit line in Axapta

72. Finance Billing will send a credit note to customer and activate credit line in Axapta.

(68)

APPENDIX 5 - LINE OFF STAGE

Signature :

Version Date : 18-09-2003

Version : 1.1

(69)

DOCUMENT MANAGEMENT

Distribution

(70)

1 GENERAL... 71

GOAL...71

2 LINE OFF: SUSPENSION ... 72

FLOW DIAGRAM...73

DESCRIPTION...74

3 LINE OFF: FORCED TERMINATION ... 75

FLOW DIAGRAM...76

DESCRIPTION...76

4 LINE OFF: EXPIRATION ... 77

FLOW DIAGRAM...78

DESCRIPTION...78

5 LINE OFF: DEACTIVATION ... 79

FLOW DIAGRAM...80

DESCRIPTION...81

(71)

1 ^GENERAL

Goal

This process describes the ways line-offs handled at NSS. Line-offs are ways of disconneting a client from the NSS network.

CCC Credit Check Controller CE Capacity Engineer CM Capacity Manager LC Legal Counsel

NIM Network Implementation Manager RPM Regional Program Manager SM Satellite Manager

SD Sales Director NOC Network Operation Center

Engineer

POC Payload Operation Center Engineer

(72)

1 SUSPENSION

Activities and Responsibilities

Nr Activity Responsibility

SD SM RPM CM CE NIM CCC LC POC NOC

35. Notify customer

36. Receive list 37. Red flag meeting 38. Send date 39. Check

40. Notify customer

41. Authorize

42. Send suspension notification 43. Receive suspension

notification 44. Send internal

notification

45. Notify 46. Send external

notification 47. Notify 48. Switch off IP 49. Send completion

message 50. Notify

51. Change status of contract in Axapta to service suspended 52. (Start Business

Process “Forced Termination”) 53. (Start Business

Process

“Reactivation”)

(73)

Flow Diagram

Business Process - Suspension

NOC POC

LC CCC

NIM CE/CM

RPM SM

SD

notify

notify check

send external notification

(also customer) notify

customer

switch off IP send internal notification

notify

copy athourize and give $$

send completion

message notify

notify

copy check

change status in Axapta to

service suspended

red flag meeting: suspension date

copy

send date

termination group + NOC + POC +SD Suspension

Notification receive list

notify customer

notify

Business Process

“Forced Termination”

Business Process

“Reactivation”

2 ORDER STAGE

APPENDIX 1 – OVERVIEWS

1 QUOTATION STAGE

2 ORDER STAGE

3 AFTER SALES STAGE

4 LINE OFF STAGE

5 OPERATIONS STAGE

APPENDIX 2 – THE QUOTATION STAGE

DOCUMENT MANAGEMENT

CONTENTS

1 GENERAL...10

2 QUOTATION STAGE: SALES PROCESS ...3

1 GENERAL

Goal

2 SALES PROCESS

Activities and Responsibilities

Flow Diagram

Description

Forms

APPENDIX 3 – ORDER STAGE

DOCUMENT MANAGEMENT

CONTENTS

1 GENERAL...18

2 MAIN PROCESS 1: CSR PROCESS ...19

3 NETWORK IMPLEMENTATION ALLOCATION PROCESS ...22

4 NETWORK IMPLEMENTATION MEDIAPORT SETUP PROCESS ...24

5 CAPACITY ALLOCATION PROCESS ...26

6 FINANCE CREDIT CHECK PROCESS ...28

7 LEGAL PROCESS...30

8 ACTIVATE CONTRACT PROCESS ...31

9 CAPACITY ENGINEERING PROCESS...34

10 REJECTION...36

11 MAIN PROCESS 2: SALES FORECASTING ...38

1 GENERAL

Goal

2 MAIN PROCESS 1: CSR PROCESS

Activities and Responsibilities

Flow Diagram

Description

3 NETWORK IMPLEMENTATION ALLOCATION PROCESS

Activities and Responsibilities

Flow Diagram

Description

4 NETWORK IMPLEMENTATION MEDIAPORT SETUP PROCESS

Activities and Responsibilities

Flow Diagram

Description

5 CAPACITY ALLOCATION PROCESS

Activities and Responsibilities

Flow Diagram

Description

6 FINANCE CREDIT CHECK PROCESS

Activities and Responsibilities

Flow Diagram

Description

7 LEGAL PROCESS

Activities and Responsibilities

Flow Diagram

Description

12.

8 ACTIVATE CONTRACT PROCESS

Activities and Responsibilities

Flow Diagram

Description

9 CAPACITY ENGINEERING PROCESS

Activities and Responsibilities

Flow Diagram

Description

10 REJECTION

Activities and Responsibilities

Flow Diagram

Description

11 MAIN PROCESS 2: SALES FORECASTING

Activities and Responsibilities

Flow Diagram

Description

APPENDIX 4 - AFTER SALES STAGE

DOCUMENT MANAGEMENT

CONTENTS

1 GENERAL... 46

1 ^GENERAL

1 ^GENERAL

10 ^REJECTION

1 ^GENERAL

4 ^{RAMP UP}

5 ^OUTAGE

1 ^GENERAL