Customer Care Form
Mobile Positioning Service Details – Customer Care Details
(Please Provide in Electronic Format)
1. Company Name / Registered Company Name2 Service Name / Name of advertised service
3. What is the name of the company providing the service to the user? / If the service is to be branded by an organisation other than the Location Service Provider, please give organisation name
4. Is this a new service or an addition / modification to an existing service? / Yes/No
5. If an addition / modification, please name the existing service / Name of existing service to be modified
6.When will this service go live? / Expected date that O2 users will be able to use the service
7. When will the service end? (If on-going please state “On-Going”) / If service available for a limited period, please indicate the last date on which the service will be available to O2 users
8. Please provide a high-level description of the service / Please include a summary of features, benefits & restrictions to service. Please also include instructions on how to use the service
9. Is there an intended audience, and if so, who are they? / Please indicate target market
10. How, when and where will customers find out about this service? / Please indicate how O2 users will learn about the service (advertising, marketing)
11. Please attach copies of any available marketing material
12. Please give a detailed step-by-step guide to the use of the service below.
Please include
- Registration method (if appropriate)
- Service access method (voice call, sms, wap session)
- Phone number, short code, url
- Short description of user experience
13. How much does the service cost to use? / Please indicate call charges, subscription fees etc..
14. Is this a subscription-based service?
15. If a user must subscribe for the service, how is this achieved and how much does it cost? / E.g. through a service registration by web, coupon, phone call
16. How is user consent achieved ? / Please indicate how the user provides consent for their location to be used, e.g. menu options on an IVR, wap service, written consent etc
17. How much does it cost to call the given Customer Care / registration / information lines?
From Land-lines and O2 mobiles? / List prices peak and off-peak for mobile and land-line calls.
18. Are there any terms and conditions to the use of the service? If so how does the user gain access to them?
Please attach terms and conditions to the end of this document. / Give details of where the customer can view the terms and conditions.
20. Are there any associated web-sites that a customer can refer to? / Please provide url
21. Please provide telephone numbers and hours of operation for the following. / Telephone Number / Hours of Operation
Customer Care / Support:
Escalated issues / queries:
Technical / link queries:
Sales enquiries:
22. Please provide a contact name and number for the service owner within your organisation, who may be contacted should there be any queries relating to the service. These contact details will not be published or visible to the Customer Care teams or to the end-user. / Name:
E-mail:
Telephone: