1. TELEKOM MALAYSIA
FAULT REPORTING AND ESCALATION MATRIX
Fault Reporting - All faults should be reported to the TM Wholesale Call Center (TMWCC)
immediately. If possible, please provide the following information when lodge the report. The
calling number is shown in Table A.
• Your name, company and contact details
• TM Circuit designation / Circuit ID of the faulty circuit
• Symptoms of the fault
• The time the fault was first observed
• Any associated information that may assist with fault clearance
TMW Center will records all information and issues a trouble ticket number to the customer.
Please quote the trouble ticket number for further communication with TMW Center or fault
escalation.
Fault Handling
TMWCC collects all alarms/events related to the fault and begin fault diagnosis. TMWCC co-
ordinates the testing and repair work with related parities until the fault is cleared.
Updating
TMWCC updates to the customer/partner regularly on the fault resolution.
Escalation Procedures
If the fault cannot be cleared within the target period, the customer may escalate to a higher level
of management as Table A
Trouble Ticket Closure
Once the fault has been fixed, TMWCC contacts the customer to confirm the fault has been
cleared. TMWCC then closes the trouble ticket.
Planned Maintenance Work (PMW)
Any planned work activity that needs to carry out, partner shall notify TM at lease two week before
the activity. All activities regards to PMW please contact PMW team as in Table B
Confidential Page 1 of 6 01/08/2010

2. 1. CONTACT LIST & ESCALATION MATRIX: THE GENERIC TABLE
TABLE A
Contact List for Fault Reporting (Unavailability of Service) Fault Troubleshoot
& Status
Immediate: Open Ticket & Update
TM Wholesale call center (24x7)
(Open ticket & Update for IPLC* Only)
Tel : +603 8318 2797; Fax : +603 8318 5687
Email : tmwcc@tm.com.my
Escalation Matrix
After 1 hour: 1st Level
GSAC Shift Engineer/Leader (24x7)
Tel : +60-3-2020 5566; Fax : +60-3-2020 1024
Email : inoc.data@tm.com.my
After 2 hours: 2nd Level
Manager Global Data/CNOC
Mr. Desman Desa Menhat
Tel : 603-2020 5566; Mobile : 6019-6992646; Fax: 603-2020 1024; Email: desman@tm.com.my
After 3 hours: 3rd Level
Asst. General Manager GSAC
Mr. Hairul Nasir Yusof,
Tel : 603-2020 5409; Mobile: 6013-336 4657; Fax : 603-2020 1017 Email: hairul@tm.com.my
More than 4 hours: 4th Level
General Manager SAC
Mr. Mohamad Salleh, Yusof
Tel : 603-8318 5867; Mobile: 6013-435 5885; Fax : 603-9318 3610 ; Email: msallehy@tm.com.my
* IPLC –International Private Leased Circuit
For escalation on Chronic Fault, RFO, Service Improvement Management and other Assurance matters, kindly
contact the respective GSAC units. Contact details are given in the next pages.
Confidential Page 2 of 6 01/08/2010

3. 2. CONTACT LIST & ESCALATION MATRIX for GSAC POR (Pacific Ocean Region)
Role & Responsibilities:
Lead, operate and control the service management and operation of high quality International Private Leased
Circuits (IPLC) within Pacific Ocean Region with the main responsibilities below ;
2nd level support for IPLC restoration
Single Point of Contact (SPOC) for Foreign Partners
Outage report, circuit/carrier performance report
Quality improvement plan
Supported Region / Countries:
POR 1 : Korea, Brunei (TelBru), Taiwan, Bangladesh, Singapore (Reach, SHB), Indonesia (PTTelkom, XL),
Philipines , Hong Kong, New Zealand
POR 2 : Japan, Vietnam, Brunei (DST), Singapore (Singtel, MCI, Flag), Indonesia (Indosat), Thailand, Australia,
USA, China
Chronic Fault, RFO and Service Improvement Management
1st Level
Muhammad Latif Kamaruzzaman Amalina Rosmawati Abu Bakar
Assistant Manager (POR 1) Assistant Manager (POR 2)
Tel: +60-3-20205635 Tel: +60-3-20205195
Mobile: +60-013-3808843 Mobile: +60-13-3403116
Fax : +60-3-20201017 Fax : +60-3-20201017
Email :mlatifkn@tm.com.my Email :amek@tm.com.my
2nd Level
Faiza Ismail
Manager POR
Tel : +60-3-20205245; Mobile: +60-13-342 7754; Fax : +60-3-20201017; Email : faiza@tm.com.my
3rd Level
Hairul Nasir Yusof,
Asst. General Manager GSAC
Tel : 603-2020 5409; Mobile: 6013-336 4657; Fax : 603-2020 1017 Email: hairul@tm.com.my
4th Level
Mohamad Salleh, Yusof
General Manager SAC
Tel : 603-8318 5867; Mobile: 6013-435 5885; Fax : 603-9318 3610 ; Email: msallehy@tm.com.my
Confidential Page 3 of 6 01/08/2010

4. 3. CONTACT LIST & ESCALATION MATRIX for GSAC IOR (Indian Ocean Region)
Role & Responsibilities:
Lead, operate and control the service management and operation of high quality International Private Leased
Circuits (IPLC) within Pacific Ocean Region with the main responsibilities below;
2nd level support for IPLC restoration
Single Point of Contact (SPOC) for Foreign Partners
Outage report, circuit/carrier performance report
Quality improvement plan
Supported Region / Countries:
IOR 1: African region, Pakistan, Sri Lanka, Middle East Region, India, Myanmar and Europe Countries
Chronic Fault, RFO and Service Improvement Management
1st Level
Azizul bin Abdul Majid
Assistant Manager (IOR 1)
Tel : +60-3-20201059
Mobile: +60-19-3857600
Fax : +60-3-20201017
Email : azizul.majid@yahoo.com
2nd Level
Borhan Samin
Manager IOR
Tel : +60-3-20205422; Mobile: +60-13-7701225; Fax : +60-3-20201017
Email : sborhan@tm.com.my
3rd Level
Hairul Nasir Yusof,
Asst. General Manager GSAC
Tel : 603-2020 5409; Mobile: 6013-336 4657; Fax : 603-2020 1017
Email : hairul@tm.com.my
4th Level
Mohamad Salleh, Yusof
General Manager SAC
Tel : 603-8318 5867; Mobile: 6013-435 5885; Fax : 603-9318 3610
Email : msallehy@tm.com.my
Confidential Page 4 of 6 01/08/2010

5. 4. CONTACT LIST & ESCALATION MATRIX for GSAC TMRO (TM Regional Office)
Role & Responsibilities:
Provide and manage Service Assurance on International Bandwidth Services (IPLC On-Net, Transit & Off-net)
• RFO (Reason For Outage)
• Service Performance Issues & Quality Improvement (Intermittent, Errors etc)
• Historical Fault / Alarms
• Network Enquiry
• Inter Carrier Relations
Supported Region / Countries:
All bandwidth services provided by TM Regional Sales Office
TMHK TM Regional Office Hong Kong
TMSG TM Regional Office Singapore
TMUK TM Regional Office United Kingdom
TMUS TM Regional Office United States
TRANSIT Bandwidth services transiting Malaysian backhaul (End customers not in Malaysia)
OFF-NET Bandwidth services not riding on TM network.
Chronic Fault, RFO and Service Improvement Management
1st Level
Ras Hezerie Abdul Malik Zakiah Ahmad Abdul Hadi Bin Mohamad Anuar
Assistant Manager (TMHK) Assistant Manager (TMSG) Assistant Manager (TMUK/TMUS/
Tel : +60-3-20780208 Tel : +60-3-20206252 Transit)
Mobile: +60-13-3322509 Mobile: +60-13-394 6252 Tel : +60-3-20201060
Fax : +60-3-20201017 Fax : +60-3-20201017 Mobile: +60-19-381 7600
Email : hezerie@tm.com.my Email : azakiah@tm.com.my Fax : +60-3-20201017
Email : hadi.anuar@tm.com.my
2nd Level
Sahril Salleh
Manager TMRO
Tel : +60-3-20205436; Mobile: +60-13-336 1058; Fax : +60-3-20201017
Email : sahril@tm.com.my
3rd Level
Hairul Nasir Yusof,
Asst. General Manager GSAC
Tel : 603-2020 5409; Mobile: 6013-336 4657; Fax : 603-2020 1017
Email : hairul@tm.com.my
4th Level
Mohamad Salleh, Yusof
General Manager SAC
Tel : 603-8318 5867; Mobile: 6013-435 5885; Fax : 603-9318 3610
Email : msallehy@tm.com.my
Confidential Page 5 of 6 01/08/2010

6. 5. CONTACT LIST for PLANNED MAINTENANCE WORK
TABLE B
Planned Maintenance Work Notification
1st Level
Ms. Nur Hazirah Hashim
Asst. Manager PMW Notification International
Tel :+60-3-8318 3527 / 2670
E-mail : hazirah@tm.com.my
2nd Level
Mr. Mohd Hafiz Jamil
Manager PMW
Tel :+60-3-8318 4016
E-mail : mhafiz@tm.com.my
6. CONTACT LIST SUBMARINE CABLE NOC
Roles and responsibility:
Manage and operate Submarine Network/Bandwidth and any related matter associated with International
Submarine Cable System, including PMW, cable failure, restoration and performance related issue.
International Submarine Cable NOC
Immediate: Open Ticket & Update
1st Level
INOC Shift Engineer/Leader (24x7)
Tel : +60-3-83185511; Fax : +60-3-83185522
Email : inoctm@tm.com.my and iscnoc@tm.com.my
Confidential Page 6 of 6 01/08/2010