Duration 4 Hrs Calling Process Working Process Unlike

Duration 4 Hrs. /Calling Process

Working Process • Unlike before all the rights given to the Dealer/Distributor regarding the any changes in the customer account. We also us to give the SMS syntax to the customer, so that he can change his package or ala-carte and can update his account through the SMS. Now ZING has become Full Brand Service which means • Zing subscriber will be able to get all service like DISH except DISH package. Following services will be available • Service Complaint • All package change request • Backend related request • DISH recharge offer ( except few –check offer Tn. C)/Payment option will be open like DISH.

Zing Webserver NOTE : - While replying to the email, it is mandatory to provide the SMS Syntax. Refer- Webserver > Zing Digital

Tool to login Login to EMS_ZING User ID and the password would be as same as ZT ID. Go to EMS ZING > Zing Agent Inbox

States where Zing will become a full service brand

Zing Packaging – Package

Zing A-la-carte Matrix -

Zing – CRM View

Actionable Zing subscriber will be able to get all service like DISH except DISH package. Following services will be available. All package change request/A-la-carte addition/Deletion. We will change the package/add and delete the alacarte irrespective on the all request of SUB/DL/RO. Above mentioned state subscriber will not be able to change their package into DISH package. (Mandatory to share TAT as per action taken. ) Service Complaint/My Dish TV Space (My Account not updated) On Sub/DL/RO Email: We will refresh the customer’s My Account through the CRM. For service complaints we will call the SUB and troubleshoot. Technical cases 101/ 102/ Error message not confirm cases/301 / 401 /402 / 201 etc. On SUB/DL/RO Email : - We will do the reconfirmation/repairing and ask Subscriber to keep set top box on 777 for 15 minutes for smooth updation. However, in other technical cases we will call the SUB and troubleshoot. • Refer Auto troubleshoot steps for reconfirmation/repairing and other steps as per auto troubleshoot utility available in system and our default channel 777 channel. VC/STB swapping/DOA (Date of activation cases)/Faulty/Damage/Lost VC case On Subscriber Email: - Ask to contact to DL (If STB /VC or any hardware is available physically with subscriber as we are not providing these hardware in open market. ) On DL Email: - Ask him to contact to Sales person for the same. (SALES PERSON/REGIONAL OFFICE) On RO Email: - Ask to get it Approved by Mr. Sumit Bajaj/A. R Khan only and if the approval is there in the Email then we will do the MMT if the New VC is not lying at DL location. (Inter state MMT in DS is not allowed)

Actionable – MMT/Faulty VC activation Follow Path – ZT 90 > Inventory > Open material movement entry new Once the VC will be located to Dealer ID the we will follow the process of faulty VC activation.

Actionable – DOA Cases Follow Path – ZT 90 > Inventory > Item marriages.

Pick by channel On Subscriber Email: - Ask subscriber to choose channels on website and then revert us with channels details along with price policy. On DL/RO Email: - Inform him to ask customer to choose channels on website and then revert on Zing customer care Email. • Follow link for PBC http: //www. zingdigital. in/Pages/Pick. By. Channel. aspx

Amount Transfer/Unreco cases On Subscriber/DL/RO Email: - If we have the complete details then we forward the complaint under Payment Transfer Request. q Before forwarding the complaint, RO IN LOOP is mandatory to consider request from dealer q Online Transaction will be processed after selecting DISHTV from web for zing subscriber and Order ID, Operatory Reference no. , Payment Gateway and Bank name/Vendor name are mandatory to forward complaint in UNRECO/PAYMENT TRANSFER CASES. q Dealer Cases- EPRS ID /Mobile no. , Amount, Wrong VC, Right VC, Date(not mandatory), Transaction ID.

Amount Transfer/Unreco cases Amount transfer from Zing to Dish TV or vise versa • On Subscriber/DL/RO Email: - If we have the complete details then we forward the complaint under Payment Transfer Request.

Zing Templates 101 / 102 Technical error Dear Sir/Ma'am, Thank you for writing to Zing Digital , offering you maximum regional entertainment. As per your request, we have sent a refresh command on set top box for VC XXXXXX. Kindly ask subscriber to keep Set Top Box switched on for 15 minutes on channel number 777 for smooth updation (DL template) Subscriber Template: Keep Set Top Box switched on for 15 minutes on channel number 777 for smooth updation. Kindly revert for any further assistance. We would be pleased to serve you. Regards, NAME Customer Service Zing Digital

Templates contd… PAYMENT TRANSFER Dear Sir/Madam, Thank you for writing to Zing Digital , offering you maximum regional entertainment. As per your request, we are unable to forward your request regarding payment transfer due to insufficient details. Moreover, kindly share below mentioned details. • 1. Date of Payment • 2. Amount of Payment • 3. Order ID/Reference id • 4. Payment gateway • 5. Wrong VC/Correct VC For any further assistance, Kindly contact to our Zing Digital customer care on 1860 -120 -5757. Kindly revert for any further assistance. We would be pleased to serve you. Regards, NAME Customer Service Zing Digital

Tagging: • Proposed>Zing Related

Zing Migrated Customers - CC Service New Offer Price including installation Field Service New Pack Price

Withdrawal States Maharashtra

Existing Customers All Existing Zing subs will be migrated to Dish Migrated subs will continue to enjoy their current Zing pack. They will be able to choose packs from Dish and Zing Service will be provided by DCC/SF All recent zing acquisitions (< 1 yr) will get product warranty on STB and VC All new acquisitions will be directly categorized as Dish subs

FAQ’s • Grace charge- Will be Rs. 25 same like DISHTV ( Only for migrated state subscriber for non migrated subscriber will remain same Rs. 21. • Home Channel- Migrated from 777 to 999(Pending) • Dish online- DISH Online not available • New Connection Offers- Prospective option will be open. • Multi TV Connection & package-New MULTITV booking & Individual to Multi conversion not available • Modes of Payment- All Dishtv modes of payment will be available for Zing subscriber. • Recharge and other Offers- All dishtv recharge offer will be open for Zing subscriber.

FAQ’s • Conversion offers- All conversion for SD-HD will be open for Zing subscriber(SD to SD+ is not available) However once upgraded they will be treated as Dish HD sub and no longer as migrated sub. Once upgraded, they cannot choose Zing packaging. ” Once subscriber migrated into HD then he won’t be able to choose Zing packs”. • FTR Scenarios / Pay later- Pay later & retention will be open for Zing subscriber • DNE- DNE & other payment Updation request can be forwarded for Zing subscriber. • Payment Transfer- Payment transfer request can be forward for subscriber. • DHL- DLR feedback and RMN Updation will be extended for Zing subscriber. • Pick by channels product- PBC now available for Zing subscriber also. • Package Upgrade & Downgrade- Package tool will show Zing & DISH both packages.

Thank You