tarif for other services

125 PT Telkom Indonesia Persero Tbk The service delivery process for standard products and basic products uses the available organizational functions, while the service delivery for customized solutions and ecosystem solutions requires a Project Manager to manage the end to end process delivery. The SLA requested to the process delivery support for standard products and basic products shall use a SLA that is in accordance with the standards as set forth for each product. While for customized solutions and ecosystem solutions, we use speciic SLAs or SLAs that are in accordance with what has been set forth in a contract. Service assurance Standard products and basic solutions uses standard Service Legal Guarantees SLG as set forth in the product document, while customized solutions and ecosystem solutions require speciic SLGs or SLGs that are in accordance with what has been set forth in a contract with a customer. For problem handling management, Telkom uses contact centers managed by each customer segment. Engineers on Site EoS assist in problem handling activities located at the customer’s location or at a Telkom oice in accordance with the type of allocation. EoS are divided into 2 two, namely Shared EoS and Dedicated EoS. Shared EoS may be utilized by several customers and are usually used to accommodate the needs of standard products and basic solutions. Further, Dedicated EoS are placed at the location of a customer to assist the customer in problem handling in general, as well as to support delivery activities. Meanwhile, the allocation of dedicated EoS are usually designated for Top Priority Customers and may also be allocated based on product type as has been applied for customized solutions and ecosystem solutions. Customer protection Throughout 2015, we continue to pursue a variety of initiatives and improvements in the ield of products safety management, after-sales warranty and complaints services to provide convenient and guarantee customers protection, among others: a. Ensuring that a newly developed product can be the right commercial product that is well received in the market. We apply a standard guideline for the implementation of the incubation process of innovation products through the stages of: idea submission, customer and idea validation, product validation, business model validation and market validation. b. Holding the principle to ensure that the products and services are of high quality and able to provide maximum beneits as well as to contribute to economic growth. c. Always upholding the code of conduct in product sales direct sales, advertising and promotion. d. Applying ethical advertising practices by taking into account the applicable advertisement code of ethics in Indonesia. e. Ensuring that the products and after-sales services are conveniently available to the public. f. Supporting the implementation of fair competition practices and principles. g. Always oriented towards customer satisfaction. h. Constantly striving to meet required benchmarks as stipulated in various Ministerial Regulations that govern services quality standards, namely the Minister Regulation regarding Achievement of Local Fixed Line Services, SLJJ Fixed Line, International Network Fixed Line, Fixed Wireless Access FWA Fixed Line, and Teleponi Internet Services Quality Standards for Public Interest ITKP. i. Providing compensation if services do not comply with the required benchmarks.