Exede Voice Desk Reference

Transcription

1 Summary This Desk Reference covers: What is Exede Voice? Pricing Customer Commitment Where is Exede Voice Available? How do I sell Exede Voice? How do I Market Exede Voice? What Should My Customer Expect? Billing How does Exede Voice Work? Important Details This Desk Reference supports the Retail Dealer and National Sales audiences. What is Exede Voice? Exede Voice is a VoIP (Voice over Internet Protocol) home phone service that works off the Exede12 Internet service. With Exede Voice, customers subscribing to the Exede12 service within the contiguous United States will be able to place phone calls using their Exede Internet connection without disrupting their Internet service. Exede Voice works with most standard phones and connects to a customer's Exede Internet modem using a small Exede Voice Adapter. Hardware setup is fast, easy. If Exede Voice is ordered from a Self-Installing dealer, then the dealer s technician installs and activates the service at the same time as Exede Internet. For other sales channels, the customer completes the installation and activation of Exede Voice. When a user of Exede Voice places a phone call, the Exede Voice Adapter translates the call into a secure, digital format. The call is then routed over the Internet and is connected to the phone network, ultimately reaching its destination. We have optimized Exede Voice to travel efficiently through our satellite and the Internet for excellent call quality and reliability. Product Summary Exede Voice home phone service uses the same connection as Exede Internet. The reliability of Exede Voice is dependent on Exede Internet. We have optimized Exede Voice for performance on Exede Internet and our testing has demonstrated that the call quality is similar to or better than good cell phone service. Calling Plan (Included in the monthly rate) US + Canada - Includes unlimited local and long distance calling to all 50 states, the District of Columbia and Canada (including calls placed to mobile lines, land lines and other VoIP lines). E911 - Supports the registration of the customer's service address with 911 services and 911 calling. 711 Services - Provides access to Telecommunications Relay Services (TRS) for those who are hearing or speech impaired. Toll Free Calling - Calls may be made to and received from toll-free numbers Porting In most cases, customers keep their current phone number. We can transfer US phone numbers to Exede Voice from most rate centers. Using Exede Voice does not count towards your customers' Exede Internet Data Allowance. In fact, even if they go over their Exede Internet Data Allowance, Exede Voice will continue to function as normal ViaSat, Inc. Page 1 of 9

2 Calling Features (included in monthly rate) Enhanced Voic - Store and retrieve voice messages Caller ID - See inbound caller name and phone number Caller ID Block - Blocks the customer's phone number from showing on someone else's caller ID. Call Waiting - Answer a second incoming call while placing the first call on hold Call Forwarding - Forward all calls to another phone number (toll rates will apply if calls are forwarded outside of the United States, District of Columbia or Canada) Call Return - Calls the last inbound caller Call Hold - Place calls on hold Exede Voice currently does not support 3-way calling, call park and ring-no-answer / busy call forwarding. Additional details on calling features will be made available in future announcements and on exede.com. Pricing Monthly Rate Unlimited calls to all 50 states, the District of Columbia and Canada are included in the Exede Voice service. All pricing noted here is for a single phone line. Exede Voice does not support more than one (1) phone line per Exede Internet account at this time. Note: After Exede Voice activation, the customer will own his or her Exede Voice Adapter. The customer must maintain the Exede Internet service in order to use Exede Voice. The customer will receive one bundled bill each month, which will include charged for both Exede Internet and Exede Voice. The Exede Voice Adapter does not include a battery backup ViaSat, Inc. Page 2 of 9

3 Other Rates Description International Calling at low rates US Territories (USVI, Puerto Rico, Guam, etc.) See exede.com/voice Rates/Details International calls require country code + city code + phone number. See exede.com/voice 411 / Directory Assistance $1.49/call Blocked Calls Calls to some countries are blocked due to risk of fraud/abuse calling is also blocked. See exede.com/voice If a customer incurs $200 in toll charges within one bill cycle, ViaSat may require immediate payment. Customer Commitment Exede Voice Addendum The terms and conditions for the Exede Voice service will be contained in an Exede Voice Addendum to the Customer Agreement. 6-Month Commitment The customer must agree to a 6-month term for Exede Voice. If the customer disconnects Exede Voice prior to the expiration of the 6-month term, he or she will be responsible for paying a prorated early termination fee equal to $10 for each remaining full month of the term. Equipment Warranty The customer owns the Exede Voice Adapter. Subject to the terms and conditions described in the Exede Voice Addendum, the Exede Voice Adapter will carry a 1 year (365 days) warranty. Customers call Customer Care for Exede Voice equipment questions and assistance. Where is Exede Voice Available? Exede Voice can be sold only to Exede12 customers served by Exede12 beams* in the contiguous United States. This includes SurfBeam-2 Recovery Act customers. At this time, Exede Voice is not be available to Exede5 customers, WildBlue customers, SurfBeam- 1 Recovery Act customers or Exede12 customers in Alaska or Hawaii ViaSat, Inc. Page 3 of 9

4 How do I sell Exede Voice? The process for selling Exede Voice is changing in mid-summer New Changes Self-Installing dealers now install and activate Exede Voice when ordered with new Exede Internet service. The Order Entry process for Exede Voice has a small change if the dealer wishes to make the Exede Voice Adapter part of a LEASESHIP order. Dealers purchase the Voice Adapter directly from DSI Systems, Inc. The Voice Adapter may be part of a LEASESHIP order if the dealer qualifies for that program. Additionally, any DOA or RMA processes are carried out with DSI Systems, Inc. not with ViaSat. ViaSat strongly recommends that a dealer carry several Voice Adapters in their inventory. Their technicians need to carry at least one spare on their truck at all times. What is not Changing If a Customer wishes to add Exede Voice to their existing Exede Internet service, dealers may also enter this upgrade using the Order Management tab, just like upgrading an account from WildBlue service to Exede service; however, they may not install these orders. The Customer will receive their Voice Adapter in the mail, and they will install/active the service. Ordering Exede Voice in this manner is limited to new numbers. The Order Entry process does not support porting numbers. If the Customer wishes to port a number, then they initiate that request after their Exede Voice service has been activated. The request number is Selling Tips Exede Voice can be a valuable tool to help Dealers close a new sale. Promote Exede Voice as a benefit to the Exede Internet service! Save your customers money! Many landline customers can save money on their phone bill by switching to Exede Voice and bundling with their Exede12 Internet service. No additional up-front fee to add Exede Voice to an Exede12 account Customer saves $10 per month on Exede Voice for the first 6 months of receiving the Exede Voice service. FREE Exede Voice Adapter - The Customer receives an instant rebate of $50.00 to cover the cost of the Exede Voice Adapter and certain other fees/expenses. Porting Most customers can keep their existing phone number. Using Exede Voice does not count towards Exede Internet Data Allowance. In fact, even if they go over their Exede Internet data allowance, Exede Voice continues to function as normal. Service Quality Many rural customers using cell phones have unreliable phone service. Exede Voice can be a much better option. Most customers who try Exede Voice equate the experience and call quality to that of good cell phone service. In fact, we've had hundreds of beta customers using Exede Voice for the past several months with very high call quality and satisfaction scores. Existing customers qualify too! A customer letter that you can customize and send to your current customer base to tell them how to order Exede Voice is available in the Sales and Marketing tab of the Dealer Portal. Network Optimization The ViaSat engineering team optimized Exede Voice for Exede satellite and ground technology, providing superior call quality ViaSat, Inc. Page 4 of 9

5 How does Exede Voice compare? - vs. VoIP Our monthly rate is competitive with most VoIP services when combined with the Exede12 Internet service. Our call quality is better than third party VoIP services used with Exede Internet. Compared to the free VoIP services, we allow porting, optimize service quality, and have free support. - vs. local phone company (LEC) Most "unlimited" LEC services start at about $45/mo. Most do not include calls to Canada. We will save your customer money almost every time. - vs. Cable Most "unlimited" cable phone services start at about $35-$40/mo., even when part of a triple play. Most don't include calls to Canada. - vs. cell phones Most "unlimited" cell phone calling plans start around $50 a month. In unserved areas, coverage is spotty at best. We include calling to Canada. Sales Channels Sales Channel Selling Option Details ViaSat Direct Sales ViaSat Customer Care Retail SI/SO Dealers Sell Sell Sell Our direct sales center will sell Exede Voice along with new Exede Internet sales. Care will sell Exede Voice to existing Exede Internet customers. SI/SO Dealers may add Exede Voice to any Exede 12 new installation order as part of their Order Entry process. They may also update any existing Exede 12 service. How do I Market Exede Voice? Our Marketing team is creating a full suite of Exede Voice marketing materials that will be available for you to use to market this exciting product. What do we have available for you? Poster to hang in your showroom Brochure inserts to add to your Exede Internet brochures. Exede Internet ads featuring Exede Voice - made available to you on the Dealer Portal, in AdBuilder as well as with Lorex. These ads will be eligible for co-op ViaSat, Inc. Page 5 of 9

6 A customer letter that you can customize and send to your existing customer base Weblets to easily add an Exede Voice message to your existing website. Check out the Sales and Marketing tab on the Dealer Portal after completing your dealership onboarding process. Exede and the Showroom Account Experiencing Exede Voice is believing! Showing your potential customers how great Exede Internet and Exede Voice work will make it that much easier to close the sale! Any dealer located in an Exede12 area of the contiguous United States who maintains the minimum sales requirement to qualify for an Exede Internet showroom account can request an Exede Voice service to demo to customers on the dealer's Exede Internet showroom account. To apply for Exede Voice Demo service, please speak with your ViaSat Sales Manager. Your ViaSat Sales Manager will provide you with a form that you can fill out and return to him/her. The Sales Manager will then submit this form on your behalf to have your Exede Voice Demo service account created. While the Exede Internet and Exede Voice showroom account is FREE, due to government regulations dealers will be obligated to pay the E911 and Universal Service taxes/surcharges on their Exede Voice Showroom call plan. We would prefer to continue to keep the showroom demo completely free of cost, but the law requires that these taxes/surcharges be paid by the subscriber of the VoIP service. When we create the Exede Voice account in association with a current showroom account, the dealer will be asked to provide a payment method for monthly payment of only the Exede Voice E911 and Universal Service taxes/surcharges. These taxes/surcharges may vary depending on the dealer s location and should only be about $1.00 to $5.00 per month. Exede Voice for Dealer Showroom demonstration accounts will have toll calling disabled. What Should My Customer Expect? Note: If a Customer places an order for Exede Voice from a Sales Only dealer, or as an upgrade to their existing Exede Internet service, then this section applies to them. A customer cannot activate their Exede Voice service until after their Exede12 account has been installed and activated. After placing their order, the customer will receive a separate order confirmation for their Exede Voice order. It will contain instructions explaining how to activate service using the Exede Voice Adapter. After the Exede Voice order/bundle is provisioned, we will send the customer an Exede Voice Adapter (ATA) through the mail along with easy to follow setup instructions. The Exede Voice Adapter will arrive in just a few days. It will only take a few minutes for the customer to connect the Exede Voice Adapter to their current Exede12 modem. After the ViaSat, Inc. Page 6 of 9

7 customer has connected their Exede Voice Adapter, they will visit the Exede Voice website to activate their service. That's it! Install and activation instructions are included in the Adapter packaging, in the order confirmation , and on exede.com. Customers can also call 24 Hour Customer Care for assistance if needed. The install and activation instructions include a website (sometimes called AMP) for additional configuration of the Exede Voice service. The username and password for this website are defined while placing the order for Exede Voice (VoIP page > Contact section). If the Customer needs help with this username and password, they may contact Customer Care at Billing Exede Voice is bundled into the Exede Internet bill, and begins 5 days after provisioning. Separate lines will itemize the base monthly charges, toll calling, and taxes. Customers are responsible for paying their total Exede Voice and Internet bill each month. There is no paper bill and auto pay with a credit card or bank account is required. Here is an example of a customer bill ViaSat, Inc. Page 7 of 9

8 How does Exede Voice Work? Important Details E911, Power Outages & Internet Outages We provide E911 service with Exede Voice. However, the Exede Voice service can be disrupted by Internet outages, inclement weather, and power outages. If the customer's life is dependent on Exede Voice being available, he or she may want to seek an alternative phone service. Relocation of Exede Voice Equipment In order for 911 calls to be directly properly to emergency services, ViaSat must have the address where the Exede Voice equipment is located. If the customer moves the Exede Voice equipment from the service address without ViaSat s approval, 911 calls may be directed to the wrong emergency authority, may transmit an address different from where the emergency is happening, and/or Exede Voice (including 911 calling) may fail altogether. As a result, the customer must call ViaSat at GOEXEDE before moving their Exede Voice Equipment to a new address. Porting (5-10 days) In most cases, ViaSat will be able to port existing telephone numbers. Customer Care agents will check the TN Availability Tool, and gather additional information from the Customer, to confirm that a number is eligible for porting. Such porting will take approximately 5-10 business days after the Customer calls the request line ( ). The Customer will receive confirmation of the exact day their number will be ported in a fulfillment letter that will be ed to him or her confirming the terms of Exede Voice. ViaSat will make all efforts to adjust porting dates, however, cancellations or changes to a number port request within 72 hours of a scheduled port may result in additional fees. 911 Eligibility In rare occasions, a Customer may not be able to correctly provide or identify their 911 service address. If ViaSat cannot confirm the validity of a Customer s 911 address, Exede Voice service will not be provided ViaSat, Inc. Page 8 of 9

9 Vacation Plan Exede Voice service cannot be suspended. This service will remain fully available while an Exede Internet account is on the Vacation Plan and will be charged at its usual monthly rate. Phone setup at home Once the Exede Voice Adapter is activated and rebooted, the customer can connect any analog or digital home phone system into the adapter. If the customer s landline based home phone service is disconnected, the customer can plug into his or her home s internal phone wiring. Network Optimization Exede Voice is optimized to perform well over the Exede Internet network. Other VoIP solutions may not have the call quality and reliability of Exede Voice over Exede Internet. Fax, Alarm Systems & Analog Services Many fax and alarm systems use analog technology to transmit data. The Exede Voice service may not work with these services, but in many instances it can support fax and security systems subject to the inherent limitations of the service. Support Customers needing help can find it at exede.com, in the Customer Knowledge Base, and with Customer Care. Suspension of service If a customer fails to pay his or her bundled bill, service will be suspended for both Exede Internet and Exede Voice. Exede Voice will still allow calls to 911 and to be made to Exede Customer Care while suspended. Initial Billing For existing Exede Internet customers, we start billing for Exede Voice upon completion of the order. For new Exede Internet and Exede Voice customers, we start billing upon installation of the Exede Internet service. If a customer does not receive his or her Exede Voice adapter within three days after order or data installation, he/she should call Customer Care so that we may address the situation. Using Exede Voice away from Exede Internet Many VoIP services allow customers to take their VoIP adapter on the road (even internationally) in order to use their phone service in multiple locations. We do not permit this with Exede Voice. Exede Internet Data Usage Use of Exede Voice does not count towards the customer s Exede Internet data allowance. In fact, even if the customer goes over his or her Exede Internet data allowance, Exede Voice will continue to function as normal. We have optimized the Exede Voice product to ensure that quality and reliability is maintained even while the user is in the midst of a heavy Internet download/upload session. Dialing Rules Placing phone calls with Exede Voice follows the same local and long distance dialing rules as the local phone company. This varies by location, but we support 7-digit, 10-digit, and 13-digit dialing where appropriate for domestic calls. International calls start with ViaSat, Inc. Page 9 of 9