ADDENDUM TO THE CONTRACT

Table Of Contents Table Of Contents.....................................................................................................1

Service Level Agreements.................................................. 1

1.1.General................................................................................................................... 1 1.2.SLA Monitoring and Measurement..........................................................................1 1.3. SLA Descriptions...................................................................................................1

2. COVERAGE KPIs..............................................................2 3. IN and VAS Services........................................................4

3.1 GPRS / EDGE KPIs...............................................................................................4 3.2 IN System............................................................................................................... 4 3.3 DP5 System............................................................................................................ 4 3.4 SMS Services:........................................................................................................5 3.5 Voice Mail Services................................................................................................5 3.6 Voice Portal System...............................................................................................5 3.7 WAP Services.........................................................................................................5 3.8 SLD & Welcome Services.......................................................................................5 3.9 ALWAYS ON Services............................................................................................5

4.Customer Complaints Handling Process....................... 6 Service Level Agreements

1.1. General
Service Level Agreements or SLAs are used to measure performance of Managed Services and, as such, are included in the Managed Services Contract.

1.2. SLA Monitoring and Measurement

The Strategic Partners will monitor fulfilment of the SLAs for every problem individually. Management will be immediately informed in case that there is a danger to exceed the time in the SLA. SLAs report will be periodically created using the data from the Trouble Ticketing System. This report will be reviewed with Bharti and appropriate measures will be taken to eliminate eventual problems.

1.3. SLA Descriptions

Fault Isolation / Service Restoration (Local Analysis, Fault Localization and Corrective Action)

Service / Network Problem Management

Problem Acknowledgment & Categorisation Time

Information to TSG Head

Emergency Plan Activation

Recording Time for Trouble Ticket

Problem Escalation to Higher Level Support

Critical / Emergency

<=10 min

<=5 min###

<=15 min

<=15 min#

<=15 min

<=15 min

Major Service Affecting Minor Service Affecting Major Nonservice Affecting Minor Nonservice Affecting

<=10 min <=10 min <=1 hr <=1 hr

<=15 min <=15 min

<=15 min <=15 min

<=3 hr## <=12 hr## <=2 days## <=3 days##

<=1 hr <=12 hr <=2 days <=3 days

Note: # During Emergency cases, recording of trouble ticket can be done after emergency plan activation / service restoration. ## Restoration/Resolution timelines will be as per Performance Plus time lines provided in AMC contract. ###Information to TSG will be provided while problem acknowledgment and categorisation is in progress.

2. COVERAGE KPIs
1. Coverage KPIs for various Clutter Classifications: a. Dense Urban Urban Semi-Urban Rural b. c. 900MHz -65 dBm -70 dBm -79 dBm -87 dBm 1800MHz -60 dBm -65 dBm -70 dBm -82 dBm

Mutually discuss to demarcate areas based on above classification. 90% of the area must have coverage levels better than specified above, with no uncovered stretch larger than 200 meters.

2. In-building coverage to be better than -85dbm in the desired coverage area. 3. Hotspots: 1. 2. Not less than -85 dBm in 98% of area desired to be covered. Rx Qual <=4 for 95% of voice samples, each call of 90 sec. duration.

4. Highways: For seamless coverage, in car Rx level should be better than - 85 dBm for -90% of the highway, with no uncovered stretch larger than 200 meters.

5. Entry/ Exit Points (Road/Air/Rail) Same as hotspots, but should be better than competition.

3. IN and VAS Services

3.1 GPRS / EDGE KPIs
S No 1 2 3 4 5 6 7 8 9 10 KPI Round Trip Time Average UL throughput per TBF Average DL throughput per TBF Attach Success rate including Unregistered subs Attach Success rate excluding Unregistered subs PDP context activation success rate (all cause codes) PDP context activation success rate (Only NW cause codes) Core Availability Gb Utilization % Blocking of data channels on air interface GPRS target < 700 ms > 20 kbps > 30 kbps Actual > 99% Actual > 99% >= 99.99% < 70% <2% EDGE target < 500 ms > 30 kbps > 45 kbps Actual > 99% Actual > 99% >= 99.99% <70% <2%

3.2 IN System
1. BHCA utilization of each SDP <80 % of total equipped capacity 2. Processor Load of each SDP <80% 3. BHCA utilization of each SCP <80 % of total equipped capacity 4. Processor Load of each SCP <80% 5. IVR ASR (Answered to Speech Ratio) > 99% 6. Availability of IVR Devices/ports 100% 7. Trunk Utilization < 80% at 0.5% of GoS (Grade of Service) 8. Uptime and Serviceability State: a) SDP > 99.99% b) SCP > 99.99% c) PPAS > 99.99% d) IVR > 99.99% 9. The administrative process of vouchers, subscription and account adjustment should be 100 % successful. System should be able to handle more than 15000 transactions in an hour. 10. The performance of PPS Balance Inquiry and PPS Refill should be 100% successful. Processing time for one transaction (excluding data entry time) should be less than 60 seconds. 11. Availability of MVPN > 99.99%

3.3 DP5 System

1. Availability of SMS Gateway > 99.99% 2. Availability of DP5 Node > 99.99% 3. Availability of Roaming System Node >99.99%

4. Availability of Web Interface System Node >99.99% 5. Availability of WEB Integrator > 99.99% 6. Upkeep of CPS file management system should be 100% correct.

3.4 SMS Services:

1. Availability of all SMSC Nodes > 99.99% 2. Availability of all C7 links to SMSC > 99.99% 3. Availability of all application ports > 99.99% 4. Availability of SMS Gateway >99.99%

3.5 Voice Mail Services

1.Voice Mail ASR (Answered to Speech Ratio) > 99% 2. Trunk Utilization < 80% at 0.5% GoS 3. Availability of Devices/ports 100% 4. Availability of VMS system > 99.99% 5. Availability of VMS Notification >99.99%

3.6 Voice Portal System

1. Voice Portal ASR > 99% 2. Availability of Devices/ports 100% 3. Availability of Voice Portal system > 99.99% 4. Trunk Utilization < 80% at 0.5% GoS

3.7 WAP Services

1. Availability of WAP Gateway > 99.99% 2. Availability of Internet Connectivity > 99.99%

3.8 SLD & Welcome Services

1. Availability of the SLD system > 99.99% 2. Availability of Devices/ports 100% 3. Availability of the Welcome system > 99.99%

3.9 ALWAYS ON Services

1. Availability of the system > 99.99% 2. Availability of Devices/ports 100% 3. Utilization < 80% at 0.5% GoS

4. Customer Complaints Handling Process

The detailed customer complaints handling process is described in the process flow chart attached with this section. The SLAs for resolution of complaints for different categories of customers will be as per chart given below:

Customer Segment AirTel Club AirTel Enterprise AirTel Executive AirTel Corporate AirTel Premier AirTel VIP

SLA < 18 Hrs < 18 Hrs < 14 Hrs < 10 Hrs < 9 Hrs < 7 Hrs

During working hours

eCRM Escalation Process

UWQ Department Coordinators Process Owner Process Champion

Post paid only ~20/day

EC Member

Subscriber

NFTR's not resolved as per the SLA

tUSHAR

NFTR

Mail Sandeep
2

1st Level Escalation

1st level escalation done to the Process owner

3

Subscriber informed of the revised SLA

Status Check

Is the Case resolved as per the new SLA ?

YES

oUTCALLER

NO

Resolution provided to the Customer

Gupte
6

2nd Level Escalation

2nd level escalation done to the Process Champion

7

Subscriber informed of the revised SLA

Status Check

Is the Case resolved as per the new SLA ?

YES

NO

BC
10

Resolution provided to the Customer

3rd Level Escalation

3rd level escalation done to the EC member

11

Subscriber informed of the revised SLA Go To Page 2

eCRM Escalation Process

From Page 1 UWQ Department Coordinators EC Member CEO

Subscriber

12

Status Check

Is the Case resolved as per the new SLA ?

YES

13

Resolution provided to the Customer NO 4th Level Escalation

14

4th level escalation done to the CEO

15

NO

Subscriber informed of the revised SLA

Status Check

Is the Case resolved as per the new SLA ?

16

YES

17

Resolution provided to the Customer

Inbound Call Handling Process - Network Complaints

Subscriber
1

IVR

CSR

UWQ Co-ordinators

Calls at 98XXX12345 or at 777

2

Calls Day 0

YES

IVR Interaction Day 0

Does Subscriber get Resolution on IVR ?

Disconnects Call
4

Presses "9" to speak to CSR

NO
5

Attends call & establishes the nature of the call Call Type Day 0

Is the Call type FTR / Non FTR or Churn case ? FTR

7

FTR Day 0

Provide resolution to the Subscriber and Wrap up the call in the system
8

NON FTR

Receives Resolution Online

FTR

9 Raise SR Day 0

Raise AR in eCRM system

10

Informed & given SLA for request raised

NFTR Day 0

NFTR

11

Assess the case raised in the eCRM Assess Day 0-2

12

Go To Page 2

Is the Complaint from VIP / Identified Corporate Heads or Club ?

From Page 1

Inbound Call Handling Process - Network Complaints

UWQ Coordinator CSR Subscriber Network Executive

13

If it's a Club Subscriber, then resolve the issue and update the eCRM
14

Resolve

Update Subscriber

Open the UWQ & Call up the Subscriber informing of the Resolution
15

Receives resolution within the defined SLA

16

If it's a VIP / Identified Corporate Subscriber, Network executive to visit the Subscriber
17

Assess

Visit

Experience the Problem the Subscriber is facing

Problem Assessment & SLA

NO

Can the Problem be Resolved same time ?

18

19

Provide the SLA to the Subscriber

YES
20

Provide resolution to the Subscriber Update Subscriber of Resolution

21

Receives resolution within the defined SLA

22

Provide resolution to the Subscriber with highest Priority

23

Receives resolution within the defined SLA