TM SCHOOLBROADBAND FAQ SBB FAQ ver 1.

FAQ’s School Broadband

Service Assurance

Q1.How long does the migration process from VSAT to ADSL and from VSAT JARING to VSAT
TM takes? Is there any cut-off dates to complete this process until the service is up ?
A2: From the date of receiving Serviced Order (SO) form, four days in Semenanjung and
seven days in Sabah dan Sarawak.

Q2. Upon completion of NI, after RNO Access had configured the modem, who is involved in
the next level up to the switch?
A2: School. TM’s responsibility only covers access line up to modem, antivirus and
content filtering.

Q3.Who is responsible after the configuration of IP address beyond modem ?

A3: School is responsible. The IP is provided by TM. The school may request additional
IP addresses if required by using Change Request Form.

Q4. For the assurance portion, IW is parked under whom ?

A4: School. TM is only in-charge for IW installation during new deployment. IW
maintenance is under school’s responsibility.

Q5. The bonding equipment which was supplied by GITN before is faulty? How to replace it?
A5: There are two parts of the customer premise equipment.
Case 1: If the Bonding CPE is faulty and not salvageable, TM will not replace Bonding
CPEequipments. Customer network to be downgraded the service to 2Mbps.

Case 2: if the bonding CPE is in a good working condition but ADSL modem is faulty, the
modem will be replaced with SBB standard modem. Customer will continue enjoy the
bonding service.

Q6. How to resolve the Antivirus issue which has expired ?

A6: Contact CSOC (1060) for assistance. Besides, TM provides three option to install
antivirus software:
1. Using installer from the Antivirus CD (to be distributed to each school in stages
starting March 2011).
2. Download the software from portal server (http://www.schoolbroadband.com.my or
http://kaspersky.schoolnetwork.com.my ) [THIS OPTION TO BE ANNOUNCED ON
READINESS. EXPECTED RFS 7 MARCH 2011)
3. Push installation by the antivirus server.

TM SCHOOLBROADBAND FAQ SBB FAQ ver 1.1

Q7. Who is to update JPN on the change of IP address from VSAT to ADSL ?
A7: Partner will update Sales (AE) and Sales to update customer.

Q8. How long does it takes to process a new order and who is responsible for it ?
A8: PM SM team at HQ to process a new order and It takes 2 weeks until RFS.

Q9. When the school calls 1060, the school is unable to provide the details required such as the
IP address, the log-in ID and the school code. How to resolve this issue ?
A9: School should at least know the school code. CSOC is to guide the teacher on where
to get the school code. CSOC has information on IP address and the login ID.

Q10. If the vpn bonding router is faulty. Can the line be upgraded to 4Mbps if the location allows
it ?
A10: If the CPE is faulty, TM downgrades the service to 2Mbps. 4Mbps is retained
through a single line only if infrastructure is available.

Q11. Please comment if it is possible for RNO to be responsible beyond the modem to make
schools satisfied with the shorter restoration process.
A11: RNO is not responsible to repair beyond modem. The training is provided on
antivirus and content filtering. RNO may take the initiative to assist schools further.

Q12.Migration from VSAT to ADSL has to undergo many processes. How long do these
processes take? Throughout the process, will the school's VSAT be working until ADSL is
stored for the school?
A12: From the date of receiving Serviced Order (SO) form, four days in Semenanjung and
seven days in Sabah dan Sarawak. Yes, we will keep VSAT running until ADSL is
completed.

Q13.How to handle school broadband with cable theft ? Can it be replaced with EVDO ?
A13: At the moment, there is no EVDO access package for School BB. For the future, TM
product team is considering the EVDO package and it is subject to technicality and
business case approval. However, the school may consider to migrate to SBB VSAT.

Q14.Who goes for UAT to existing schools ?

A14:UAT is done remotely via phone, unless school requires on physical visit. RNO
attends to school on the direction from SPM PM.

TM SCHOOLBROADBAND FAQ SBB FAQ ver 1.1

Q15:If a customer complains on slow browsing, isn’t it a waste of recourses for RNO to go
down? What should be done?
A15: CSOC 1060 should be able to filter the reported problem and assign it to relevant
team.

Q16.How long does it take to resolve an issue regarding the network and the VAS ?
A16 : The restoration SLA with customer is the next business day.

Q17.What are the standard services to 4Mbps schools?

A17: 4Mbps School currently runs on ADSL bonding set up.

Q18.How long does the end-to-end service agreement takes?

A18: The restoration SLA is the next business day.

Q19.When will the 1-800-227722 School Broadband Helpdesk start?

A19: March 2011.

Pre-Sales
Q20.What is the service that the school receives ? Streamyx or Unifi ?
A20: It is a School Broadband Service. It is neither Streamyx nor Unifi.

Q21.What are the bandwidth offered ?

A21: SBB 1 Mbps and SBB 2 Mbps for ADSL base.

Q22. How long is the contract period with TM ?

A22: Maximum contract validity is until 31 st Dec 2011. If school requires early termination,
1 month early notice is to be submitted to TM.

Q23. Does the IP address of the school varies or retains ?

A23: IP address retains the same.

Q24.How many ip addresses is being used ?

A24: As requested by schools. It is sufficient to cater all Government PC’s.

Q25.Who is responsible for the maintenance?

A25: TM is responsible for the maintenance.

Q26.When does the contract with TM starts officially?

A26: The contract starts officially on 1 st Feb 2011.