Metodología Extreme Programmig

Digital TV products and services sales network

We sell our services through sales network covering the entire territory of Poland. We distribute our products and services through two main sales channels: retail sales channel and direct sales channel D2D (“door-to-door”). As of December 31, 2012 our sales network included 827 points of sales. In addition, from April 2012, within cooperation with Plus network operator we run cross selling of services. Thanks to that our standard offer, as of the end of 2012, was available in additional almost 800 points of sales of Polkomtel Sp. z o.o. network.

35 We supply our points of sale with marketing materials, such as posters and leaflets in order to increase client awareness of our services. At these points of sale, customers can sign an agreement to purchase our services, obtain equipment necessary to receive our services or order the installation of a satellite dish. In addition, these points of sale provide subscribers with technical assistance and widely understood after-sales service. We organize training seminars for employees at our points of sale aimed at improving their sales skills and their knowledge of customer service standards. We organize incentive programs for the sales representatives which award bonuses based on the number of subscribers each sales representative acquires or serviced within their loyalty agreements and type of programming packages they declared to subscribe for.

Our direct sales channel enables us to precisely target selected groups of customers, to establish direct communication with customers and to expand our sales network.

Sales of broadband Internet services

As of December 31, 2012, subscribers could sign up for our broadband Internet service in approximately 780 authorized points of sale which are located in the areas where we are technically able to provide our broadband HSPA and LTE Internet services and through one of our door-to-door sales agents in 18 regional offices.

Sales of mobile telephony services

Customers may subscribe for mobile telephony services in almost all of our authorized points of sales. However, as a result of the cooperation with Polkomtel (a leading mobile telephony operator) conluded in April 2012, we have resigned from the active sale of our own mobile telephony services within MVNO model, in order to propose the customers stronger offer of Plus telephony. As of December 31, 2012, the offer of Plus was available in over 700 points of sales within our network.

Call center

We provide our sales’ call center number in advertisements of our products and services placed in various media and our promotional materials to enable potential subscribers to obtain information about our services, place orders or ask for directions to the nearest point of sale.

We currently operate our call center with approximately 600 operator stands as well as approximately 150 back-office stands handling written requests (including faxes and e-mails). Our call center service is available to our present and potential clients 24 hours a day, seven days a week, and is responsible for providing comprehensive and professional customer service. The call service operators provide information on our services, enter into service agreements with subscribers, accept subscriber complaints and provide information on payments and other support for subscribers. For the customers willing to have access to their account through the Internet we propose in addition Internet Customer Service Center, where, after logging in, customers can check the status of purchased services, payments, subscribed packages, dates of payments and much more.

Online

Our website plays an important informative role to a growing number of subscribers as well as prospective subscribers. It provides users with an opportunity to familiarize themselves with our programming, multimedia and telecommunication offers, order selected equipment together with a package of their choice or to locate our nearest point of sale.

In addition, our Internet Customer Service Center is an advanced tool which enables our subscribers to have secure and free access to our back-office resources and on-line technical support. By accessing our website, subscribers can check their payment balances, print payment post or bank orders, check technical specifications of their set-top boxes, print the relevant user manual, restore signal transmission, restore the factory PIN settings of their set-top box, process electronic payments as well as contact us through our contact form. In addition, subscribers can activate and deactivate certain services, check available units for use within their active services/packages and see a detailed list of rendered services.

36 We also provide the users of our website with a daily updated TV guide with the programming of over 365 channels. The service accompanied by editorial in which we recommend the most interesting in our opinion programming positions and enable sorting the scheduling according to users’ criteria.

Our existing subscribers may also use our website to buy additional data packages within Internet access service, find information about current VOD offer and purchase selected video. In addition, through our portal, our subscribers have access to Online Entertainment section, in which they can watch chosen programming or selected channels online, as well as profit from the packages of ipla internet television at reduced prices, and the subscribers to HBO HD Package – use the pay service HBO GO.

We provide access to ipla television through the website ipla.tv and through dedicated applications. Access is possible for users of personal computers (Windows, Linux, Mac OS X), smartphones (with systems: iOS, Android, Symbian, Windows Phone), tablets (iPad and with Android system), TV-sets with Internet access (Samsung, Sony, LG, Panasonic, Philips), operators (TOYA cable TV, Cyfrowy Polsat) and consoles (PlayStation 3).

Access to muzo service is provided through applications for computers and applications for mobile devices. muzoGO enables downloading selected tracks or albums, creating playlists and saving them on a computer or a mobile phone with Android system, so that they are available without the Internet connection. Such an access to unlimited number of songs is possible in a subscription model while maintaining an active subscription.

Central warehouse

To support our distribution channels, we have organized our own central warehouse and logistics system. The central warehouse has a total area of approximately 9,500 m2 and stores set-top boxes, modems, accessories, parts and materials necessary to ensure efficient logistics and sales operations including promotional materials and packaging. Together with our logistics system, our warehouse enables us to prepare 15,000 pre-activated set-top boxes per day for delivery and allows us to store up to 700,000 pieces of equipment. We believe our central warehouse is large enough to satisfy all our anticipated storage needs.