Airtel Club Business *Newly Improved*

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1 Airtel Club Business *Newly Improved* FREQUENTLY ASKED QUESTIONS (FAQS) 1. Question: What is Airtel Club Business? Club Business is the revolutionary prepaid Close User Group (CUG) package targeted at small businesses. The product has been further enhanced to be available in 3 variants to suit the requirements of the customer. The 3 available options to choose from are: 1. Club Business Plus: This is targeted at group of users who are not only about communication via voice but also communicate via mobile internet and SMS. 2. Club Business Extra: This is targeted at group of users who are about low cost calls and sms 3. Club Business Basic: This is a basic plan targeted at a group of users who want just the basic voice feature. 2. Question: What is the meaning of a Closed User Group (CUG)? This is group where members usually a group of people with common interest can make calls to each other for free based on a minimum fair usage policy. Calls made outside the CUG will be charged at N12 per minute (20 kobo per second on-net) and N15 per minute (25 kobo per second off-net) 3. Question: Is the CUG service unlimited? No. A fair usage policy applies on voice minutes per month Club Business Plus grants 1,500 CUG Minutes, 100MB of data and 50 CUG SMS Club Business Extra grants 1,000 CUG Minutes and 100 CUG SMS Club Business Basic grants 150 CUG Minutes 4. Question: What is the meaning of Fair Usage Policy? This is the maximum number of minutes in a month that customers within the CUG can use on the network talking to each other for free. The fair usage policy for each of the 3 options of Club Business is different dependent on the target segment. Club Business Basic has 150 minutes of CUG minutes available whilst Club Business Extra has 1,000 minutes and Club Business Plus has 1,500 minutes 5. Question: What is different with this plan? The package allows an SME customer create a CUG account with 3 50 Airtel numbers. There are 3 variants of the package for the customer to choose from. Each variant comes with free CUG minutes while the other variants come with SMS and SMS with Data depending on the customer requirement. All the packages have a monthly subscription required for access to the package. 6. Question: What is the minimum number of customers within a group? The minimum number of group members on all the packages is three while the maximum is Question: What is the subscription fee? A subscription fee which ranges between N500 to N1000 monthly is required by each line to access the benefits of the packages. 8. Question: How do I pay my subscription fees? There are two modes of payment of the subscription fee. 1. Group owner pays: Here the Group owner is responsible for the subscription fees of all the group members 2. Group member pays: Here the group members as well as the group owner will be responsible for paying their subscription. 9. Question: Who can apply for the Club Business Packages? The package is open to all SME customers or Small business owners on prepaid 10. Question: How can I sign up for the Club Business Packages? The package is available to small groups of people or small business owners on prepaid by dialing *591# to access a menu which shows the available plans to make a choice from or by sending associated SMS string to 591. No documentation is required for sign on into the package however a new line is required to do KYC as mandated by NCC for all new lines being activated. The package is available to new customers, existing customers and customers who port in from other networks You can also visit an Airtel Shop to activate the plan. 11. Question: What is KYC?

2 KYC is an acronym for Know Your Customer. This is a mandate by NCC for customer to register his new line before it can be activated on the network. There are several sim registration points across the country and can also be done at any of the Airtel showrooms 12. Question: Do I need to buy a special SIM card to access this package? No. This package is available to all new and existing Prepaid sim cards except payphone and prepaid staff lines. 13. Question: Can I create or join a group with my postpaid line? No, The packages are only available on prepaid 14. Question: Are the packages available on per minute or per second basis? The Packages are available on per second basis but the CUG minutes are depleted on per minute basis 15. Question: What are the available plans? Plans Subscription Fee CUG Minutes CUG SMS Data Club Business Plus N1,000 1, MB Club Business Extra N750 1, NA Club Business Basic N NA NA 16. Question: How much am I required to pay? As the group owner, you are required to have sufficient airtime credit for the number of group members you will be paying for dependent on the selected plan. While as a group member you are required to have sufficient airtime credit to pay for yourself (only if you are responsible for subscription payment) dependent on the selected plan 17. Question: Does the Group owner pay the monthly access fee for all the numbers in an account? No, the Group owner is only required to recharge and pay for only the lines he has validated to pay for. All other lines will have their subscription charge paid for by themselves via recharges. Dependent on the plan subscribed to. 18. Question: What are the tariffs on this plan? There are three options to choose from. The tariffs are as shown in table below Club Business Basic Club Business Extra Club Business Plus Numbers in CUG Subscription Fee N500 N750 N1,000 CUG Mins 150 minutes *Unlimited **Unlimited CUG SMS NA Inclusive Data NA NA 100mb On net Calls 20k/ sec 20k/ sec 20k/ sec Off net Calls 25k/ sec 25k/ sec 25k/ sec SMS (Local) N4/ N4 N4/ N4 N4/ N4 SMS (International) N10 N10 N10 *Unlimited 1,000 Minutes **Unlimited 1,500 minutes 19. Question: How do I create a CUG group? To create a CUG group. The group owner dials *591# or sends associated SMS string to 591. A menu is displayed and the group owner selects the option to create a group. The group owner will receive an sms with the group unique code which is shared with the group members to join the group 20. Question: Who is the Group owner?

3 The Group owner is the mobile number of the owner of the business or the individual who initiates the group creation request. The group owner is responsible for accepting join requests lines to the group. The group owner has the rights to approve and decline group join requests. The group owner can either be responsible for subscription payment or the group member 21. Question: Who are the Group members? The Group members are the numbers of the individuals to be added to a CUG account by a Group owner. A group member can only request to join a group 22. Question: How do I manage my group? The group management is done by the group owner or group member. To carry out an action, simply dial *591# and select option 3 to Modify / Manage the group. Subscription management is also done via this menu. This menu function determines who will be responsible for subscription payment between the group owner and group member. This action can also be performed by sending associated SMS keyword to Question: How do I add members to my group? The group owner sends the unique code to the group members and advises them to dial *591# and select the Join option. The potential group member enters the unique CUG code provided by the group owner. The group owner receives a request where he validates the join request or declines the join request. A group can have up to 50 members. This action can be performed by SMS as well by sending Join <CUG_ID> to Question: How do I Query my CUG group? To view CUG details the group owner dials *591# and selects the Modify/ Manage option. This displays the option where the group owner selects the Display - CUG menu option This action can be performed by SMS as well by sending VIEW to Question: How do I remove numbers from the CUG group? To remove numbers from a CUG group; the group owner dials *591# and selects the Modify/ Manage option. This displays the option where the group owner selects the Remove menu option. This displays the option where the group owner enters the number to be removed. This operation can only be performed by the group owner This action can be performed by SMS as well by sending REM MSISDN to Question: Can a group member create a CUG group? No, A group member cannot create a CUG group. A group member can only accept a group join request. 27. Question: Can a group owner leave a CUG group? Yes, The group owner dials *591# and selects the Cancel option after which the group owner will receive a prompt that the group will cease to exist at the expiration of the service This action can be performed by SMS as well by sending CANCEL to Question: Can a group member leave a CUG group? No, A group member can only be removed from a group by the group owner. If a group member attempts to leave the group, he will receive a failure prompt 29. Question: If I leave any of the packages and want to get back on, how do I get back on the plan? To get back on the plan you dial *591# to create or join a group This action can be performed by SMS as well by sending associated SMS string to Question: Is there a dedicated code to access the package? Yes, The package can be accessed by dialing *591#. This code displays a menu option where the group owner (or members) can perform different actions. This actions can also be performed by sending associated codes to 591 by sms 31. Question: How do I join a CUG group? After a group has been created, the group owner shares the group s unique code with the group members who will now dial *591# to access the Join menu option. The group owner accepts the join request via the same medium This action can be performed by SMS as well by sending Join <CUG_ID> to Question: Who is responsible for subscription payment? There are two modes of payment of the subscription fee.

4 1. Group owner pays: Here the Group owner is responsible for the subscription fees of all the group members. 2. Group member pays: Here the group members as well as the group owner will be responsible for paying their subscription. 33. Question: Does the service auto renew? Yes, the service auto renews however the group owner can stop auto renew option by stopping the service via the USSD menu This action can be performed by SMS as well by sending STOP to Question: Can I check validity or service expiry? Yes, Validity or service expiry can be checked by accessing the USSD menu with *591# and selecting the menu option Validity This action can be performed by SMS as well by sending Validity to Question: What is the anniversary date? The anniversary date is the day the CUG subscription expires, all lines within a CUG group will expire 30 days after the service was activated. All lines will receive renewal alerts at 7 days, 3 days and 1 day to service expiry 36. Question: Are the subscription fees prorated for Group members? No, the group members are charged full service subscription fees notwithstanding when the service is activated. The service will expire after 30 days 37. Question: What happens if I do not renew my service at the anniversary date? The service will be deactivated and the group members are migrated into the default prepaid service 38. Question: What is the default prepaid service? The default prepaid service is Club 10 Padis. The package has the following features Club 10 Padis First Minute Charge On net Calls Off net Calls Top 5 Destinations SMS (Local) SMS (International) 40k/ sec 20k/ sec 30k/ sec 20k/ sec N4/ N4 N15 *above rates are applicable after first minute charge of 40k/ sec 39. Question: Do I get refunded if I deactivate my plan in the middle of the month? No. The service does not terminate at before 30 days. If your plan is deactivated before service expiry, your service runs till expiry and deactivates at the end of the subscription. 40. Question: Can a Group owner add Group members at any time during the month? Yes a Group owner can add numbers to his account anytime during the month but he must have recharged the amount to cover the new additions if he will be responsible for subscription payment. The service will expire 30 days after the service has been activated 41. Question: Can the group owner decline unauthorized join request? Yes, the group owner can decline unauthorized group join requests by selecting the reject menu option under modify/ manage menu option on *591# 42. Question: How many groups can I belong to? A group member (either group owner or group member) is allowed to be a member of only one group at a time. 43. Question: Can a group member leave a group? A group member can only be removed from a group by either the group owner or by the initiating group member. Once this action is initiated the requesting party will remain within the group until the subscription is expired 44. Question: Can the Group members load airtime?

5 Yes. All lines within the group as well as the group owner can load airtime and all applicable bonus for airtime top-up is applied. This balance will not be used for subscription. The Group owner or group member (as the case may be) is still required to have sufficient airtime for all the lines within the CUG when the CUG subscription charge is due. 45. Question: What are the benefits available for the plans? Plans CUG Minutes CUG SMS Data Club Business Plus 1, MB Club Business Extra 1, NA Club Business Basic 150 NA NA 46. Question: Can I carry over benefits from one month to another? No. all benefits are valid for a subscription cycle (30 days) after which all unused benefits will be lost 47. Question: Can I carry over benefits from my old package into Club Business? No. all benefits from your previous plan will be lost as you begin to enjoy exciting benefits on Airtel Club Business 48. Question: Can I remain on my current service plan and be a member of a Club Business CUG? No. You can only be on a plan at a time. To enjoy the benefits of Club Business please dial *591# or send associated SMS Code to Question: Can I have my employees on a mix of more than one Club Business plans i.e. some on Club Business Basic and some on Club Business Extra while we remain within the same group? No, each group has its own unique features and will be available only to members within the same plan and CUG groups 50. Question: Can I remove an employee I subscribed for from the CUG and replace him/her with another employee within the same subscription? No, each subscription is applicable to the individual line. If a subscription is stopped on a line, the newly added line will have to pay for a subscription. 51. Question: I have more than 100 field sales agents spread all over Nigeria and need to subscribe for the Club Business for all, what can you do for me? This package is only available to a maximum number of 50 within a group. However your account manager can advise you on the best fit plan that will cater for your communication needs. 52. Question: I run three small businesses and need to create separate Club Business CUG plans for each with my line as the common master. How do I achieve this? This feature is not available. All individual groups will have unique group owners or as an alternative all potential group members from the three different groups will come under one common group with one group owner 53. Question: I need to upgrade my subscription plan after the expiration of the current but I want to continue using my current CUG ID known to all my employees. How do I achieve this? CUG IDs are attached to the different plans you cannot transfer CUG IDs between plans. You will be issued a new CUG ID if you intend to change from one Club Business plan to another. 54. Question: Will I continue to enjoy my product subscriptions (e.g. BIS, data bundle) and freebies (e.g. Bonus-On- Recharge, Magic Box) if I join any of the Club Business plans? Yes, all existing prepaid services are available to Club Business subscribers 55. Question: Do I have to change or take a new phone number before I can enjoy the Packages? If you are already a prepaid Airtel customer, all you have to do is dial *591# to access the plan. The package is also available to numbers that port in from other networks. If you do not wish to retain your current number, you have a choice of buying a new sim card to migrate into the packages. The package can also be accessed by sending associated SMS keyword to Question: Do I have to change or take a new phone number before I can enjoy the Packages?

6 If you are already a prepaid Airtel customer, all you have to do is dial *591# to access the plan. The package is also available to numbers that port in from other networks. If you do not wish to retain your current number, you have a choice of buying a new sim card to migrate into the packages. The package can also be accessed by sending associated SMS keyword to Question: Do I lose the privileges available to other prepaid lines if I join a group? No, While subscribed to Club Business, you still have access to all prepaid services as listed below Me2U ERC Blackberry Service subscriptions Data Bundle subscriptions SMS Bundle subscriptions IDD Bundle subscriptions WASP Services Caller Tunez Credit Loan Service (CLS) 58. Question: I need a web interface through which I can manage my group. Is this available? No, this is currently not available 59. Question: What are the benefits of this package? Club Business has been designed tailor fit to suit the customer requirements with the following features Flexible service subscription model that allows either the group owner or group members pay for subscriptions Affordable monthly subscription per line for unfettered access to the CUG community Cost Management: Stricter control and reduction of business communication costs Ease of implementation setting up the CUG community is as easy as A. B. C. Flexibility & Scalability: As the business grows, Airtel grows with you

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