Accelerating Service Recovery to Customers and Communities: Telkom Maximizes Customer Migration Process of Telkom 1

Jakarta, 28 August, 2017 – PT Telkom Indonesia Tbk (Telkom) maximizes the migration process of Telkom 1 subscribers to Telkom 2, Telkom 3S and other satellites in response to Telkom 1 satellite service disruption due to anomaly on the satellite.

Telkom made these efforts to accelerate services recovery to customers and communities by deploying all TelkomGroup operational resources throughout Indonesia, which consists of Telkom’s internal team, subsidiaries and all related partners.

The service migration process began on Saturday, 26 August, 2017. The transfer and provision of Telkom 1 transponders to the replacement satellite transponders will be finished by 30 August , 2017.

Repointing ground segment antennas will occur in phases, together with customers as well as with VSAT service providers and it should be finished by 10 September, 2017. Telkom 1 has 63 subscribers, eight of which are VSAT providers with 12,030 sites, bringing the total ground segment to about 15,000 sites.

TelkomGroup also established a 24/7 crisis center to monitor the recovery process and to make sure it runs well. Telkom President Director Alex J. Sinaga and all Telkom Board of Directors personally supervise the recovery and they get the latest update on the progress.

The crisis center serves as an information center for all customer service recovery processes as well as a command center to plan and execute every step deemed necessary to accelerate solutions to service disruptions.

As reported earlier, Telkom 1 satellite experienced anomaly which began at around 16:51 WIB or Western Indonesia Time on Friday (25/08). The glitch caused a shift in the direction of the satellite’s antenna and consequently disrupting Telkom 1 satellite transponder services.

Telkom and the satellite manufacturer Lockheed Martin, continues to investigate the problem intensively and are currently running several procedures to determine the Telkom 1 satellite’s condition comprehensively.

A follow-up plan for new Telkom 1 satellite will be determined within the next few days and there is a possibility that Telkom 1 satellite will no longer normally operate.

Based on the results of Lockheed Martin’s evaluation and consultation in 2014 and 2016, Telkom 1 satellite was in good condition and could have been in operational for the next few years up to 2019. This is in line with the satellite industry’s best practice.

Satellite business contributes 0.6 percent of Telkom Group’s total revenue. Telkom 1 is insured by Jasindo, a domestic insurance company with a strong track record in the satellite sector.

TelkomGroup Management apologizes to the public for this incident, especially to Telkom 1 satellite customers. Telkom continues to commit in improving its quality of service to the community and customers in Indonesia.

President Director of Telkom Alex J. Sinaga (center) was accompanied by Telkom Network & IT Solutions Director Zulhelfi Abidin (left) and Director of Wholesale & International Service Telkom Abdus Somad Arief (right) during a press conference on Telkom 1 service recovery in Jakarta (28/8). Telkom maximizes Telkom 1 subscribers migration process to Telkom 2 satellite, Telkom 3S satellite and other satellites. Telkom made the efforts to accelerate recovery of customers and communities services.