Integrated Training Guide - General Customer Care V1.3

Integrated Training Guide
General Customer Care

Integrated Training Guide General Customer Care

Section 1: Products & Services......................................................................................5
Module 1: Customer Onboarding & Installation .........................................................................6
Customer Profiling......................................................................................................................... 7
Genres & Channels ........................................................................................................................ 8
Packages & Subscription .......................................................................................................... 9-10
Decoders, Accessories & Devices ........................................................................................... 11-13
DStv Installation .......................................................................................................................... 14
DStv Magazine............................................................................................................................. 15
Module 2: Decoder Insurance .................................................................................................... 16
Role Of FAIS Accredited Agent & Defining Advice ...................................................................... 17
Role Of Non-FAIS Accredited Agent ............................................................................................ 18
Premiums..................................................................................................................................... 19
Cover ........................................................................................................................................... 20
Claims .......................................................................................................................................... 21
Complaints & Cancellation .......................................................................................................... 22
Module 3: Price Lock................................................................................................................... 23
Price Lock Offers & Features ....................................................................................................... 24
Qualifying Criteria........................................................................................................................ 25
Terms & Conditions ..................................................................................................................... 26
How To Apply ......................................................................................................................... 27-28
Ownership ................................................................................................................................... 29
Cancellation Of Existing Services................................................................................................. 30
Module 4: Holiday Home Viewing ............................................................................................. 31
Holiday Home .............................................................................................................................. 32
Holiday Home Viewing Rules....................................................................................................... 33
Activate & Switching .............................................................................................................. 34-36
Module 5: Video On Demand..................................................................................................... 37
Live Broadcast & Video On Demand (VOD)................................................................................. 38
Video On Demand: BoxOffice................................................................................................. 39-42
Video On Demand: Catch Up....................................................................................................... 43
Connected Services: Catch Up Plus & Showmax......................................................................... 44
Module 6: JOOX .......................................................................................................................... 45
What is JOOX & DStv JOOX Offer ................................................................................................ 46
Qualifying Criteria........................................................................................................................ 47

Section 2: System & Processes.................................................................................... 48
Module 1: Introduction To Clarity.............................................................................................. 49
Logging In & Out On Clarity .................................................................................................... 50-51
Navigate Clarity Menus ............................................................................................................... 52
Create Case Or Interaction ..................................................................................................... 53-54
General Call Flow......................................................................................................................... 55
Module 2: Activation .................................................................................................................. 56
Customer Profile..................................................................................................................... 57-58
Financial Accounts.................................................................................................................. 59-60
Agreements ................................................................................................................................. 61
Billing Principles & Concepts .................................................................................................. 62-67
Product Rules & Statuses ....................................................................................................... 68-71
Create Quote .......................................................................................................................... 72-75
Activate Account .................................................................................................................... 76-86

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Module 3: Maintain Account...................................................................................................... 87
Update Customer Information ............................................................................................... 88-90
Amount Owing ....................................................................................................................... 91-94
Payments .............................................................................................................................. 95-130
Module 4: Manage Account ..................................................................................................... 131
Statements ......................................................................................................................... 132-139
Journals............................................................................................................................... 140-154
Upgrade & Downgrade....................................................................................................... 155-162
Reconnect & Disconnect .................................................................................................... 163-179
Change Of Ownership......................................................................................................... 180-183
Cancellation........................................................................................................................ 184-185
Clearing Errors .................................................................................................................... 186-189
Module 5: Price Lock................................................................................................................. 190
Onboarding......................................................................................................................... 191-198
Activation ........................................................................................................................... 199-203
Payments ............................................................................................................................ 204-213
Billing .................................................................................................................................. 214-218
Manage Queries & Complaints .......................................................................................... 219-229
Cancellation........................................................................................................................ 230-236
Module 6: Premium 24 ............................................................................................................. 237
Activation ........................................................................................................................... 238-241
Early Cancellation ............................................................................................................... 242-243
End Of Contract .................................................................................................................. 244-245
Module 7: Holiday Home Viewing ........................................................................................... 246
Onboarding......................................................................................................................... 247-249
Activation ........................................................................................................................... 250-253
Switching ............................................................................................................................ 254-257
Disconnection..................................................................................................................... 258-261
Section 3: Technology............................................................................................... 262
Module 1: Digital Broadcast Technology ................................................................................. 263
Digital Broadcast Transmission ................................................................................................. 264
Requirements To Access DStv ................................................................................................... 265
Transmission Data & Support Streams...................................................................................... 266
DStv Viewing Options ................................................................................................................ 267
Module 2: Decoders & Devices ................................................................................................ 268
Decoder Types.................................................................................................................... 269-272
Installation & Viewing Environments ................................................................................. 273-291
VOD Content Download ............................................................................................................ 292
Features Of DStv Explora vs. HD PVR's............................................................................... 293-294
Module 3: Decoder Menu Navigation...................................................................................... 295
Features Of Decoder Remote Control Units ...................................................................... 296-299
Navigate Decoder Menus ................................................................................................... 300-305
Module 4: XtraView.................................................................................................................. 306
Concept Of XtraView .......................................................................................................... 307-312
Decoder Menu Settings............................................................................................................. 313
Installation.......................................................................................................................... 314-320
Module 5: GOtv......................................................................................................................... 321
Digital Terrestrial Transmission & Requirements To Acces Gotv.............................................. 322
Transmitters .............................................................................................................................. 323

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Module 6: Decoder Warranty .................................................................................................. 324
Warranty Rules................................................................................................................... 325-326
Module 7: Connected DStv Explora ......................................................................................... 327
Connected Services ............................................................................................................ 328-335
Connecting DStv Explora To Internet ................................................................................. 336-342
Section 4: Error Codes & Troubleshooting................................................................. 343
Technical Error Codes......................................................................................................... 344-357
Escalation Templates................................................................................................................. 358
Troubleshooting ................................................................................................................. 359-373
Section 5: Self Service Platforms & Functionality ...................................................... 374
WEB ........................................................................................................................................... 375
DStv Now ............................................................................................................................ 376-389
WhatsApp........................................................................................................................... 390-399
USSD, FB Messenger & Twitter ................................................................................................. 400

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Section 1
Products & Services

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Module 1

Customer Onboarding & Installation

Topics

 Customer Profiling
 Genres & Channels
 Packages & Subscription
 Decoders, Accessories & Devices
 DStv Installation
 DStv Magazine

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Customer Profiling

When we want to understand who our customers are and which of our products will appeal to
them, we look at customer profiling. This means that we try to place our customers into groups
to best understand their needs and meet those needs accordingly. Our customer base is made up
of many different people, each with their own culture, interests, and preferences.

We can group potential customers in many ways e.g.

➢ Age - Children, teenagers, young adults, working adults,

pensioners etc.

➢ Marital status - Single or married

➢ Gender - Male or female

➢ Earning capacity - Rich, middle class, poor

➢ Interests - Sports, art, music, business, adventure, etc.

When we sell DStv packages to our customers, we want to know the genres they like to watch on
TV so that we can offer the best package in accordance to their needs. Stereotyping can help us
profile customers. A stereotype is when you say that all people who have a certain characteristic
are the same. However, it is important to note that it is a form of generalisation and not always
correct. Stereotyping can help determine what genres our customers will enjoy watching.

By understanding what entertainment your customer is looking for, the genres and programs
they enjoy you can then recommend the right packages. The customer will make their selection
based on their budget and their own perception of value.

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Genres & Channels

A genre category is formed by grouping several channels with similar attributes together. Each
DStv package is made up of eight genres. The channels are grouped according to the genre.

Genre Category Genre Breakdown
1. Movies & Entertainment Movies & Series
2. Documentaries & Lifestyle Reality & Events
3. Sport
4. Free To Airs All Genres
5. Children FTA’s, Regional & Community Services
6. Music
7. Religion Children
8. News African, International, Urban & Gospel
9. Specialist
Christian & Islamic
Chinese News & Commerce
Indian
Portuguese Foreign FTA’s
French Chinese

Indian Channels
All Genres
All Genres

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Packages & Subscription

Pricing Guide 2018

Package Price Add-On Add-On Access Fee Reconnection
PVR / Fee
DStv DStv
XtraView R50
Indian Portuguesa N/A

Premium24 DStv Premium24 R749 R239 R239
Primary (24 Month Contract)
Packages DStv Premium Bouquet R809 R239 R239 R90 R50
Compact Plus R509 R10
Secondary DStv Compact R385
Packages DStv Portuguese+Indian R735 N/A
DStv Portuguesa R375
DStv Indian R375
DStv Family R249
DStv Access R99
DStv EasyView R29

Visit DStv.com for more information on packages and other services.

Access Fees (Digital) Service Price
R90
PVR Access
XtraView Access

Premium24

This is a 24-month contract for DStv Premium customers. This offer freezes the monthly DStv
subscription at R749, so customers will get no price increase on their subscription for the
duration of the contract. It is only available where the customer is paying via debit order or
agrees to convert to debit order as method of payment.

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Only the Outbound Retention and Sales teams are authorised to activate this product.
When you receive queries about this product from our customers:

✓ Load hot leads for customers interested in the offer
✓ Escalate account queries to the Price Lock Task Team

GOtv Packages

Package Price
R99 p/m or R990 p/a
GOtv Value
GOtv Lite R45 quarterly

GOtenna is sold separately for R299

Annual Price Increases

➢ Price increases are implemented on 01 April of each year
➢ Customers are sent communication (letters and/or emails) outlining the new DStv pricing for

the following year

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Decoders, Accessories & Devices

The features and functionalities are discussed in detail in the Technology section.
The DStv Explora model 3A will be available in retailers and MultiChoice Service Centres from
15 November 2018 onwards.

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Older decoder models which are no longer being sold.

DSD 1110 DSD 1131 DSD 3U/1132

DStv HD 4

Pace HD PVR 4-TUNER UEC HD PVR 4-TUNER

Pace HD PVR 2-TUNER UEC HD PVR 2-TUNER

DStv Explora DStv Explora 2

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A customer can also purchase a DStv Explora on the Price Lock offer.

Digital Accessories & Non-Serialised Devices Cost
R130
Description R50
Universal Remote Control R99.99
1131/2 Remote Control R199
A6 (Explora) Remote Control R80
Jumbo Remote Control R60
TV Link Unit - SD PVR R115
External Power Supply - DSD 1131/2 & 4136
External Power Supply - DStv Explora & 2-Tuner HD PVR

See further accessories & devices under Get Quote functionality on Clarity.

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DStv Installation

For customers to access DStv services the following requirements must be met:

1. A DStv Satellite Dish (recommended size 80-90cm)
2. A DStv Smart Low Noise Block-Down Converter (LNB)
3. A DStv Digital Satellite Decoder & Smartcard
4. An Active DStv Subscription

It is recommended that customers make use of accredited installers for all their installation
needs.

DStv Accredited Installers

Accredited installers install and maintain aerials, satellite dishes and set-top boxes for digital or
satellite broadcasts.

Their main tasks include:

➢ Deciding on the best location for equipment
➢ Planning how to route the cables
➢ Installing aerials or satellite dishes
➢ Installing any equipment needed inside, such as DStv and Free to view boxes
➢ Testing the equipment
➢ Checking and recording the signal levels received
➢ Connecting signal outlet sockets
➢ Installing the reception equipment

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DStv Magazine

We send the DStv magazine to customers who are in the age bracket of 55 years and older, who
were DStv Premium customers as at 1 May 2017 and have remained DStv Premium customers
with no disconnection.

New DStv customers do not qualify for the magazine and if a customer cancelled their DStv
subscription and re-activates thereafter, they will no longer receive the magazine.

Magazine Escalations

Customers meeting the above criteria and not receiving the magazine must be escalated to the
Business Service Desk or the CEO Desk Team if urgent.

Alternative Platforms Available To Plan Viewing

✓ Customers can access the digital version of the DStv Premium Magazine on DStv.com and
download a PDF version of the schedules

✓ Customers can subscribe to the weekly DStv Premium e-mail newsletter and get the
highlights delivered directly to their inbox

✓ Customers can use their remotes to go to channel 100 or the on-screen TV Guide on their
decoder where they can use the search functionality to search by:
o Genre
o Movies A-Z
o Live Sport
o New Seasons Of Returning Shows etc.

✓ Customers can use their smartphone or tablet and access the TV Guide on the DStv Now
app where they can scan the channels to see what's coming up and search by name or
genre

✓ Customers can go to DStv.com where they can access the 14-day TV Guide, monthly
movies, series calendars and monthly highlights

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Module 2
Decoder Insurance

Topics
 Role Of FAIS Accredited Agent & Defining Advice
 Role Of Non-FAIS Accredited Agent
 Premiums
 Cover
 Claims
 Complaints
 Cancellation

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Decoder Insurance

Decoder insurance is an optional product that provides monthly short-term insurance on
hardware in the case of:

➢ mechanical or technical fault
➢ loss or damage caused by theft or attempted theft
➢ damage or total loss caused by fire, lightning or explosion
and includes the USB laptop cable and/or the USB wall charger cable on the mobile decoder.

Role Of FAIS Accredited Agent

Only FAIS accredited representatives can:
✓ Sell decoder insurance
✓ Activate decoder insurance
✓ Cancel decoder insurance
✓ Capture & process replacements claims

The processing of any of the above mentioned activities by unauthorised representatives puts
MultiChoice at a risk of being fined by the Financial Services Board and ultimately losing its
license as an authorised financial service provider. Unauthorised representatives are NOT
allowed to offer customers decoder insurance advice.

Advice Is:

➢ Convincing a customer that decoder insurance is a good service to have
➢ Applying your mind to the customer’s particular/personal situation
➢ Using words such as recommend, suggest, propose, urge, approve, advocate and guide

For more on our unique decoder cover refer customers to the following touch points:
➢ Website (www.dstv.com)
➢ DStv Touch menu, select Decoder Insurance and follow prompts
➢ Call (011) 369 4000

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Role Of Non-FAIS Accredited Agent (Unauthorised Representative)

Unauthorised representatives need to market different Decoder Insurance touch points to
customers who wish to activate decoder insurance; and should tell customers the following:

✓ MultiChoice is an authorised financial services provider
✓ NMS Insurance Services is the underwriter for Decoder Insurance

Marketing Decoder Insurance

There are various application platforms customers can utilize, they are:
✓ SMS "DCC" to 32445 and agent will contact the customer
✓ Call the DI Contact Centre on (011) 289 2222
✓ Visit any of our Service Centres
✓ Visit our Self-Service website on www.dstv.com
✓ Utilize their decoder using the remote control

Where the customer expresses an interest in activating Decoder Insurance, unauthorised
representatives are required to generate a lead on I Connect which will go through to the DI
team.

When generating a lead complete all the required fields and include a comment regarding your
conversation with the customer.

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Premiums

Monthly payments are due and payable in advance except for the first prorated payment. If a
payment is not made the policy will lapse at midnight of the last day of the billing period (charge
until date). The cover will only recommence once the full amount is paid and received.

Pricing Guide 2018

Decoder type Decoder Description Premium

Single View Decoder 1. DSD1110 R20
2. DSD1131
3. DSD1132
4. DSD4136
5. DSD4137
6. No longer insure new 9-series but maintain current

active policies

Dual View Decoder No longer insure new but maintain current active policies R25

Standard PVR Decoder No longer insure new but maintain current active policies R35

1. Explora 1 & 2

HD PVR Decoder 2. No longer insure 4 Tuner decoders but maintain current R35

HD PVR Decoder active policies
(2Tuner)
DVB over IP (IP HD-1) 1. DSR4828 - HD PVR 2U R29.50
2. PACE865 - PACE865

No longer insure new but maintain current active policies R25

Drifta (all types) No longer insure new but maintain current active policies R5

Walka (all types) No longer insure new but maintain current active policies R20

Walka7 No longer insure new but maintain current active policies R25

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Cover

Decoder Insurance is only offered in South Africa (insurance legal requirements).

Customer Types:

➢ Residential general
➢ Specialists – excluding VIP and Demo as these accounts are not billed and the

hardware is not owned by the user
➢ Commercial

Reinstate Policy

If outstanding premiums are received within 30 days (calendar month) after the arrears
notification letter has been sent, the policy will be reinstated (status changed from LAPSE to
ACTIVE).

Waiting Period

Three calendar months waiting period applies for the mechanical or technical malfunction and no
claim can be entertained for these events during this period.

Insurer & Underwriter

NMS Insurance Services (SA) Ltd - Company registration number: 2005/026017/07

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Claims

Repairs

Any MultiChoice Walk-In Centre or approved MultiChoice Agency can process a claim for a
mechanical or technical malfunctioning of the decoder. The customer will receive a refurbished,
same or similar type of decoder as replacement.
Replacement

Any MultiChoice Walk-In Centre (branch) can process a claim for total loss or damage because of
theft, fire, lightning or explosion. The customer will receive a brand new or similar decoder.

Note: No waiting period for theft, lightning, fire and explosion

Theft Claim Requirements

➢ The theft must be reported to MultiChoice within 7 days of the event taking place
➢ An affidavit must be submitted with a Police Case number and a certified copy of the

customer’s ID or passport
➢ Any other related information and / or documentation pertaining to the event

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Complaints

Decoder Insurance FAIS complaints must be in writing and should be sent to
[email protected] or faxed to (011) 577 4908 and clearly labelled “Decoder Insurance
Complaint”. These complaints are received and resolved by the Compliance Coordinators in the
Decoder Insurance Department.

FAIS complaints refer to matters where we did not comply with the FAIS Act; where the customer
was treated unfairly or if a policy was wilfully and negligently sold by DCC.

❖ Do not attempt to resolve a policyholders’ FAIS complaint as some
legislative requirements need to be followed in resolving these types of
complaints

❖ Any other complaint can and should be resolved by Service agents

Cancellation

Where partial or no payment is made, 30 days’ written notice is provided to the customer or the
customer can send a written cancellation request (a telephonic request is recorded and therefore
serves as a written request). No premium refunds are made to the customer.

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Module 3
Price Lock

Topics
 Price Lock Offers & Features
 Qualifying Criteria
 Terms & Conditions
 How To Apply
 Ownership
 Cancellation Of Existing Services

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Price Lock Offers & Features

MultiChoice offers customers the opportunity to purchase the DStv Explora or to subscribe to
DStv Premium on a 24-month contract repayment plan. Where a Price Lock product with a
subscription package is purchased, the customer will not incur an annual price increase on the
package for the full duration of the contract.

There are two broad categories of the Price Lock offers available:
1. Non-installation offers
2. Installation offers

Price Lock Credit Products

➢ The Smart LNB + Satellite Dish will come with the installer
➢ The decoder & DStv Wi-Fi Connector (if included) will be in the package delivered by OTD.

There are no vouchers included in the package delivered to the customer
➢ Decoder Insurance is optional

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Qualifying Criteria

1. Only Residential customers can apply for the Price Lock products
2. The customer must live in a house / complex where they own their own satellite dish. A

customer who does not make use of their own satellite dish must not be sold a product
that includes installation
3. Commercial customers are excluded from the offers
4. Specialists / employees are NOT allowed to apply as they already receive subscription and
hardware at discounted rates
5. Annual paying customers must convert to paying monthly to qualify and they lose the 1-
month discount in the case of conversion
6. Customers whose accounts are in Bad Debt status or Fraudulent are excluded from the
offer

Qualifying Criteria For Hardware Offers

Customers who qualify for this product must meet the following criteria:

1. Must be older than 18 years with a valid South African bank account
2. Must give consent for MultiChoice to conduct credit checks and set up a debit order on

the account
3. Should not currently be under debt review or under sequestration or planning to apply

for either one in the next 6 months
4. Should not have an overdue amount on the DStv account

Note: Foreign nationals may apply provided they have a valid passport and work
permit valid for the next 24-months (certified copies will be required)

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Terms & Conditions

Method Of Payment
➢ Debit Order as compulsory method of payment for the duration of the (24-month)
contract
➢ Current debit order rules apply:
• Only Savings; Transmission or Current bank account types allowed
• Credit cards are excluded
➢ New customer or new debit order paying customers need to send the following
documentation to [email protected]:
• Certified copy of ID
• Proof of residence
• Proof of income

Invoice Profile (IP) Day
➢ The customer can choose any payment day between the 2nd and the 28th of the month
➢ Existing customers can continue with their current payment day or change to a more
suitable date
➢ Annual customers will need to move to monthly billing and therefore will lose the 1-
month discount
➢ Customers will be debited the Price Lock credit product together with any other products
on the account

External Credit Vetting
➢ Credit vetting is mandatory and validated against the National Credit Bureau
➢ Where credit vetting has been declined and the customer wants additional information
on the decline status, the customer must send an e-mail to
[email protected] and they will receive feedback from the Credit
Applications team in the Billing & Collections department
➢ Where credit vetting has been referred inform the customer that the referral process
takes 48 business hours to conclude. There may also be documentation required which
can be seen via the email loaded onto the account, inform the customer accordingly

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How To Apply

Price Lock hardware deals are available to customers on request. The following platforms are
used to market the product:

➢ DStv.com
➢ Social media platforms such as Facebook & Twitter
➢ TV adverts
➢ Emailers
➢ Price increase letters

A customer can apply for the Price Lock hardware deals via the following platforms:

1. DStv.com Self Service platform
• The customer can apply for the DStv Price Lock offer on Self Service
https://www.dstv.com/commerce/paymentplan/pricelock
• They would need to register for a DStv Connect account if not yet registered

2. SMS shortcode
• Depending on the product or the offer the customer is interested in, they will send an SMS
via a shortcode. SMS codes vary depending on the different platforms.
SMS’s are charged at R1.50
• Where customers use free SMS or SMS bundles, these will not reach
MultiChoice

Once the lead has been received, a Sales consultant will contact the customer within 48 hours
and take them through the benefits and features of DStv Price Lock including the Terms &
Conditions.

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Service agents can generate a lead where a customer expresses interest in the DStv Price Lock
offer however leads must be pre-qualified.

Verify if the customer meets the following qualifying criteria:
✓ Must be older than 18 with a valid South African bank account
✓ Must give consent that MultiChoice conducts a credit check and set up a debit order on
the account
✓ Should not currently be under sequestration / bankruptcy, debt review or planning to apply
in the next 6 months
✓ Should not have an overdue amount on the account

Once you have verified that the customer meets the criteria, you can escalate the lead via
Sedibeng escalation form.

The site: http://iconnectsa/CustomerCare/Pages/Home.aspx

Fill in all the
required fields
& indicate the
department in
which you work,

then click
Submit

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Ownership

➢ Possession is transferred to the customer on delivery of the Hardware, which includes
the DStv Explora and DStv Wi-Fi Connector

➢ Ownership is transferred to the customer once the decoder has been paid in full or the
contract has been settled (settlement can be done at any time before the contract period
ends)

Change Of Ownership

➢ Change of ownership is only allowed once the contract has been settled
➢ If there is a specific reason such as Deceased Estate accounts, then an escalation process

via the Team Leader must be followed.

The following documents will be required:

• ID copy of the deceased
• Death certificate
• Power of Attorney letter from the person that wishes to take over
• ID copy of the person if they want to take over
• 3rd party Debit Order form if they want to take over
• Acknowledgement of Debt Forms if they want to take over
• Proof of banking details if they want to take over
• Terms & Conditions must be acknowledged

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Cancellation Of Existing Services

Existing DStv customers are advised to contact MultiChoice to cancel their existing services where
the DStv Price Lock subscription services replace their current service to avoid being double-
billed.

When dealing with the customer’s account, ensure that where the Price Lock subscription
services replaces the existing services, the current package is cancelled. This will result in a
Credit on the General Financial account. The credit must then be moved to the Payment Plan
Financial account using the inter-account functionality.

NOTE: NO other journal types must be used for the movement of the credit from
one financial account to another

Where the DStv Price Lock subscription services is an additional service on the customer’s
account, the services do not need to be cancelled.

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Module 4
Holiday Home Viewing

Topics
 Holiday Home
 Holiday Home Viewing Rules
 Activate & Switching

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Holiday Home

A holiday home is referred to as the customer’s additional property used for holiday vacations,
which falls in a different residential area (area code) to the main residence. A customer can
purchase and install a decoder at his / her holiday home and have the services activated when
required.

The Holiday Home (HH) account is a stand-alone financial account with its own agreement. A
customer must have the primary (general account) decoder active for them to qualify for a
holiday home decoder.

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Integrated Training Guide General Customer Care

Holiday Home Viewing Rules

Pre-Condition Rules Post Condition Rules
 There should be at least one Residential  Customers can activate both

subscription active Residential and Holiday Home
 The Holiday home device/s should be at a account at the same time
 They are also able to switch between
different location from the main residential the Residential and Holiday Home
address account

The customer has an option of choosing between Switch or Activate.

General Rules
1. The customer enters into an agreement in terms of which they can consume the service

in units smaller than the normal viewing period.
2. The customer must have an active Residential/General subscription. Price Lock

accounts forms part of general subscriptions or main subscriptions category.
3. The customer must have a device/s linked to their Holiday Home account and can

choose between Holiday Home Activate / Switching.
4. The charges for the days viewed are created once the services are disconnected.
5. There is no reconnection fee charged on Holiday Viewing reconnection.
6. Grace days for new activations apply as per the business rules and based on customer

segmentation.
7. The customer is allowed up to a maximum of six (6) holiday home subscriptions per

active principal package.
8. The IP day is the same as Residential account.

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Activate & Switching

Switching Activate

Holiday Home This type of holiday home agreement This type of holiday home agreement allows a
allows a customer to switch services from customer to keep services active at the main
the main residence to the Holiday Home residence while also activating services at the
with no impact on normal customer billing Holiday Home. It always requires services of
(with the exception of additional access the main residence to be active to allow for
service activations at the Holiday Home). activation of the Holiday Home services.
The customer can switch their holiday home
off/disconnect and on/reconnect as they
choose.

If a customer has a PVR decoder at home
and using PVR functionalities, and a
standard decoder at their holiday home,
they will not be able to use their PVR
functionalities at the holiday home as it is
active and used at home. They still need to
pay for on the holiday home subscription.

Requirements • Minimum of 2 devices • Minimum of 2 devices

• 1 Subscription • 2 x Subscriptions

• One payment made towards the • 2 Separate payments to both accounts

general residential account

Viewing Can only view at 1 environment, home OR Can have 2 viewing environments, Home and
Environment holiday home. The services the customer Holiday Home can be active concurrently.
has are “switched” as-is from the
Residential account device to the Holiday
Home device based on compatibility of
device and products.

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Costs Switching Activate
There is no extra cost. Customer pays the Charges will be created when the package
same for Holiday Home viewing as they do gets disconnected (as per the schedule
for Home. loaded) and are due on the next IP-day.

NB: If a customer has a PVR decoder at
home and uses the PVR functionality and a
standard decoder at their Holiday Home,
they will not be able to use the PVR
functionality at their holiday home.
As it is active, and the customer uses it at
home they will still pay for it during the
switch.

Method Of Same as General account. Customers can put funds directly into their
Payment Holiday Home account when paying via:
✓ Direct payments at our National Walk-in

Centre’s and selected Agencies
✓ Pay into their residential account &

transfer funds between accounts
✓ Debit Order provided the Residential

account is paid via debit order

Upgrade Works as per current business rules. Anytime - the amount due on their next IP
day will be for the days viewed.

Downgrade Works as per current business rules. Anytime - the amount due on their next IP
day will be for the days viewed.

Disconnect / Works as per current business rules. Anytime and at no cost to the customer.
Reconnect The amount due on their next IP day will be
for the days viewed.

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Switching

Pre-Activate Holiday Home Account

Variable switching is allowed where a customer pays a monthly access fee on the Residential
account and NOT on the Holiday Home account. Customers are also able to switch from single-
view (from the Residential residence) to XtraView (at the Holiday Home) provided the customer
has two decoders at their holiday home with no services linked.

For Price Lock (payment plan) accounts with the package (bundle) offers, switching is only
available when switching from a DStv Explora to all other devices, however, PVR Access service
will not be available to non-HDPVR devices. e.g. customer cannot record.

Where the customer has Price Lock linked to a XtraView setup on the Residential account, you
need to break the XtraView link before switching. Advise the customer to call after switching back
to link the XtraView devices.

From Residential To Holiday Home Account

When switching to Holiday Home account ensure that the holiday home viewing device is loaded
under the Holiday Home account with no services loaded

Activate

➢ Customers can pre-activate Holiday Home service with a single click
➢ Customers can be Activated / Reconnected immediately on request (without having to

make a payment first)
➢ Customers will only be charged for the number of days used on the Holiday Home viewing

account
➢ Charges will be created when the package gets disconnected (as per the schedule loaded)

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Module 5
Video On Demand

Topics
 Live Broadcast & Video On Demand
 Video On Demand

BoxOffice
Catch Up
 Connected Services
Catch Up Plus
Showmax

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Live Broadcast & Video On Demand (VOD)

Live Broadcast
Content is sent to customers and they watch live as it is broadcasts at scheduled times. The
scheduled programme times are available on the TV guide.

Video On Demand
Customers choose when they want to watch their favourite shows. They do not have to watch at
the scheduled broadcast time.

Video On Demand

Video on demand services are available to customers with an active PVR (access fee)
subscription, these services include:

➢ BoxOffice
➢ Catch Up
➢ Showmax (discussed in the Technical Module)

The services are only available to customers with an active DStv subscription and monthly access
fee.

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BoxOffice

BoxOffice On PVR

BoxOffice allows the customer to rent and watch the latest Hollywood blockbusters from the
comfort of their home. BoxOffice is available on the PVR to all DStv customers with an active
monthly PVR access fee.

✓ 15 movies at any one time for all PVR’s
✓ 30 movies at any one time on the DStv Explora

The customer has up to 48 hours to view the movie once they rent and it becomes available for
viewing on the DStv Explora \ PVR. The rental period expires after 48 hours. The movies are
broadcast in both SD (for SD PVR customers) & HD (for HD PVR customers). Both HD and SD
movies are charged at R35 per title.

Requirements To Access BoxOffice On PVR

➢ An active DStv subscription
➢ The customer must have a PVR decoder with an active access fee
➢ The customer must register to access the BoxOffice service

Registration For BoxOffice On PVR

There are three different methods available for customers to register for BoxOffice:
1. The customer can SMS their smart card number to 37569
2. The customer can call MultiChoice Contact Centre
3. The customer can visit the Customer Service Centre's (Branches & Agencies)

The customer must accept the BoxOffice T’s & C’s to activate the service

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The customer can link up to 4 cell phone numbers (one primary & three secondaries) for use with
BoxOffice via our website (www.dstv.com) or by calling the MultiChoice Contact Centre. These 4
cell phone numbers will be the only ones accepted for rental orders.

Customers with more than one decoder on one account only need to register once and all their
smartcards will link automatically.

• It takes up to 2 weeks for all the available BoxOffice titles to download to the
newly activated PVR decoder

• Movies download as soon as the customer has installed the DStv Explora
software and it takes up to 48 for all titles to download

BoxOffice entitlements are dependent on the account status being active; therefore, the
subscription account should be fully paid for the BoxOffice account to be active.

BoxOffice account will be suspended when:
➢ DStv Residential account is suspended / disconnected
➢ BoxOffice account is not paid up (cash paying customers)
➢ There is an unpaid debit order (debit order paying customers)

The outstanding amount must be paid prior to the customer being granted access to rent.

Payment Options

There are two payment options for BoxOffice:

Option 1: BoxOffice Account
Customers paying their DStv account via debit order are defaulted to pay via
debit order. When a customer rents a movie, the rental amount is added to the
BoxOffice account and the full outstanding amount is payable on IP day

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Customers can pre-pay funds into their account using other payment methods such as cash or
EFT and rent movies until their balance runs out. The customer can also pay directly into the Box
Office account at any Walk-in-Centre or Agency.

Customers can also top-up their BoxOffice account by clicking the “Top-Up” button on the
BoxOffice website. This takes them to the Self-Service BoxOffice website, where the can:

➢ Manage account
➢ Top-up account
➢ Link smartcards
➢ View rental history

http://boxoffice.dstv.com/

Option 2: Credit Card
Only Visa or MasterCard credit cards accepted and payment via Credit Card is not
Available to our Lesotho customers

Points To Remember

✓ Inform the customer that the BoxOffice account number is not the same as their DStv
account number

✓ A customer can pay for someone else's BoxOffice account if the correct customer number
is used

✓ Employee discount does not apply to BoxOffice rentals

Visit boxoffice.dstv.com/help for more information, including full terms & conditions.

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BoxOffice Online

All BoxOffice online users require a DStv Connect ID and BoxOffice Account. Signing up for
BoxOffice Online can be completed on the BoxOffice website. The user must reside in South
Africa and must be over the age of 18.

All BoxOffice online users have access to a larger catalogue of movies that include new releases
and classics. The cost to rent a movie varies depending on whether they are renting a new
release or a classic movie.

Requirements For BoxOffice Online

The customer must have an internet connection to register and access the service. BoxOffice
online users are required to sign up for a DStv Connect ID on the website
http://boxoffice.dstv.com

Watching BoxOffice Movies:
➢ Customers can stream directly from the website
➢ Customers can watch the movie as many times as they like within the 48-hour period
➢ When the rental period expires, the movie will expire and automatically change from
"Watch Now" to "Rent Now", regardless of whether they have watched the movie or not
➢ If they are in the middle of watching the movie and the 48-hour rental period expires, the
movie will stop, and it will change to "Rent Now" status

Payments For BoxOffice Online

Option 1: BoxOffice Account
Debit Order for existing DStv customers or top-up the account on the BoxOffice
website using a credit card

Option 2: Credit Card
Only Visa or MasterCard credit cards accepted

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DStv Catch Up

DStv Catch Up is a video on demand service exclusively available to DStv Premium, DStv Extra &
DStv Compact customers. It is available on PVR (an active PVR access subscription is required) and
Online (DStv Now).

Customers can "Catch Up" on the selection of movies, series and sports highlights that they may
have missed during the live broadcast, with the bonus of no commercial breaks.

No PVR or additional PVR access subscription is necessary to access DStv Catch Up online.

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Connected Services

DStv Catch Up Plus

DStv Catch Up Plus (connected services) offers our DStv Premium customers who have their DStv
Explora’s connected to the internet, access to hundreds more of the latest and greatest
programming titles, including box sets (where available) and exclusive content.

When the customer’s catalogue (not the content, just a catalogue) of additional DStv Catch Up
content is downloaded, they can choose what they want to watch and once selected, this is
downloaded via the internet, straight to their DStv Explora. As with all other Connected Services
content, each programme has an expiry date and time. It is automatically deleted from the DStv
Explora when the expiry date has been reached.

Showmax

Showmax gives the viewer access to thousands of hours of local and international movies
and series. There's something for everyone, from familiar favourites to the best
blockbusters. It's available on multiple devices so the customer can enjoy the best
entertainment at home or on the move.

Showmax is a separate subscription allowing the viewer to watch on up to 5 registered
devices simultaneously. Showmax on the DStv Explora is currently only available in
South Africa.

Package Offer
DStv Premium Showmax is R0 when the customer adds it to their account
DStv Compact & Where the customer pays via debit order they can add Showmax to their
Compact Plus DStv account at R49 per month
DStv Family
DStv Access If the customer pays via debit order they can add Showmax to their DStv
DStv EasyView account at R99 per month

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Module 6
JOOX

Topics

 What Is JOOX
 DStv JOOX Offer
 Qualifying Criteria

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What Is JOOX

JOOX is a music streaming service where users can get their favourite local and international
music in one music streaming app, it also gives them access to millions of tracks.

The users can switch to karaoke mode and learn the lyrics of their favourite songs, they can also
sing along, as well as create their own playlists and share.

It is available on Android and iOS devices only.

DStv JOOX Offer

DStv account holders with an active DStv Premium, Compact Plus or Compact subscription get
free VIP access to JOOX and they can add up to 4 friends and family! This offer is valued at R89.99
per month.

➢ This offer is valid until 15 October 2019
➢ Data costs apply
➢ DStv account holders get one VIP membership to JOOX which includes 5 users
➢ DStv account holders who does not want to register for JOOX VIP can nominate someone

to sign up on their behalf (this person will then be able to add and remove users)

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Qualifying Criteria

➢ An active DStv Premium, Compact Plus or Compact subscription
➢ Also available to Price Lock or Premium24 customers

Customers can have one JOOX VIP membership per DStv account. This offer is at an ACCOUNT
level. For every account that has a qualifying package, the customer will receive 1 JOOX VIP
membership.

o Example: If a customer has 1 account with multiple subscriptions to DStv Premium,
they only get 1 JOOX VIP membership. They do not get 1 membership per
qualifying package.

Customers and the added friends or family members will lose access to the JOOX VIP
membership in the following instances:

➢ Downgrade to a package lower than DStv Compact
➢ Cancel their DStv account
➢ Services disconnected (payment not made)

Difference Between Free JOOX Offers & The JOOX VIP Offer

JOOX VIP users get access to exclusive benefits on JOOX which are not available on the free JOOX
offers. These benefits are:

✓ Skipping an unlimited amount of songs
✓ Ad-free listening
✓ Offline listening, data free (download the songs and listen to them when they

are offline)
✓ Quality streaming and high sound quality
✓ Play on demand – play any song, anytime, anywhere

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Section 2
System & Processes

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Module 1
Introduction To Clarity

Topics
 Logging In & Out On Clarity
 Navigate Clarity Menus
 Create Case Or Interaction On Clarity
 General Call Flow

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Logging In & Out On Clarity

Clarity is a single unified front-end system utilized by all customer-facing functions. Clarity aims to
provide the following solutions:

✓ An end-to-end customer management, billing and stock management system
✓ Improve the customer’s experience in dealing with MultiChoice
✓ Standardise the customer’s experience when dealing with multiple channels
✓ Assist you in being more focused, more efficient and more effective when dealing with

customer accounts

ICC CRM SAP
Billing
Customer Relationship Stock & Distribution

Management

Clarity is a web-based application accessed using a URL address within an Internet Browser.
Clarity is accessed using Google Chrome.

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