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Frequently Asked Questions - FAQs
Executive Summary
GSMA recognizes that embedded SIMs (ESIM) are a critical enabler for the proliferation of the M2M use cases. Sensorise brings the embedded SIMs (ESIM) to the market, in collaboration with TSPs, in an end to end orchestration. The Embedded SIM lifecycle management requires additional capabilities and orchestration.
This document answers questions that are usually encountered when discussing the capabilities of the ESIM, and its lifecycle management.
Background
Unlike the pluggable single profile SIM cards for the mobile devices, the UICC / eUICC requires some distinct new lifecycle steps:
- The ESIM requires a “bootstrap subscription” (technically, the provisioning profile) for that life-stage when it is still in the pre-market, factory stage
- The ESIM can have one or more “commercial subscriptions” (technically, the operational profiles) for the end buyer
- This document does not discuss the UICC / eUICC with capabilities for Remote Provisionable Profiles. Please contact [email protected] for more details on the QoSim® Assure and QoSim® Freedom product details.
FAQ Indemnities
This document is written at a time when requirements, specifications, standards, policies and the ecosystem are changing rapidly.
This FAQ is an educational material, nothing in this document can be used for the purpose of a contract or be considered binding for Sensorise, unless signed into an Agreement.
The KYC norms for Assam, NESA and J&K are different. Sensorise will need to be informed of the Devices / Vehicles that are shipped to these dates in advance.
It is eventually up to the Vehicle Manufacturer to decide about the customer lifecycle management process and responsibility. Wherever this document makes a comment on this aspect, it is just a suggestion for the Vehicle Manufacturer.
Introduction to the AIS 140 Compliant QoSim® (ESIM) and SenseLCM® Solution
QoSim® and SenseLCM® Features
QoSim® (AIS 140 ESIM) allows OEMs to develop and sell devices that work anywhere in India with multiple network profiles and automatic network selection, with several benefits:
- Two or three pre-selected Telcos ready to use
- Bootstrap subscription ensuring factory fitment with test connectivity
- Seamless fall back to a second Telco in case of coverage problems
- Subscription lifecycle management (activate/ deactivate)
- Single Lifecycle management platform agnostic to Telecom Service Provider
- SenseLCM® is secure, based on GSMA Guidelines / ETSI standards
- QoSim® (ESIM) and SenseLCM® compliance to AIS-140 Standards is established in the mutual Testing between parties, and by ICAT/ARAI testing for Certification
Automatic Network Switching
The QoSim® (ESIM) Automatic Switching features offers the device connectivity from a choice of one or more telecom networks. This is essential for the Indian context, where no single telco can provide 95% coverage commitment.
The automatic switching capability is built into the QoSim® (ESIM), it does not require any device firmware changes, other than the fact that the Device must be ETSI Release 99 compliant and Certified with QoSim® (ESIM).
Remote Network Switching
The SenseLCM® platform can remotely ask the QoSim® (AIS 140 ESIM) to select a particular network from amongst the ones that are pre-personalized on the QoSim® (ESIM).
Presently, the Indian policy has not explicitly permitted over-the-air download of new network profiles. Sensorise shall offer this facility shortly after the policy and regulation is in place.
Sensorise Role
Sensorise has developed the QoSim® (ESIM) and SenseLCM® technology to secure and liberate the IoT / M2M applications ecosystem. Sensorise has setup a carrier class platform in India for the lifecycle management of the Customers, SIM, Subscriptions and Plans.
FAQs
Generic
GSMA (global body who represents mobile ecosystem which includes mobile operators, handset and device makers) recognizes that the embedded SIM (ESIM) is a critical enabler for the proliferation of the M2M / IoT use cases. The UICC / eUICC is a SIM-on-chip in a surface mount package. It is soldered to the printed circuit board of the device it is embedded in. As a result, it is completely secure from tampering and factory ready for being deployed in millions of M2M / IoT devices. The specifications of the ESIM also make it ready for the harsh industrial and automotive environment, which the consumer grade SIM cannot tolerate. The subscription in an embedded SIM can be offered as they are in a normal card. Additionally, the GSMA and ETSI specifications have improved the capability and functionality for the ESIM by permitting one or more subscription profiles. Where the ESIM carries more than one subscriptions, the GSMA and ETSI have specified the guidelines for lifecycle management of the ESIM.
Everyone stands to benefit from the ESIM. Customers get choice and quality of service. Operators gain new business opportunities from a world of intelligently connected services and devices, reduce the logistical costs associated with handling traditional SIM cards and retain existing SIM security levels, all with minimum impact to their current network infrastructure, and minimum cost of integration and testing. SIM Manufacturers add flexibility to their current products and open up new markets by providing the infrastructure and services that remotely provision SIMs. Adherence to a common industry standard ensures all returns on R&D investments are maximised. Business Customers, whose product life cycles are often lengthy, enjoy the reassurance of knowing there is choice in the future whilst benefitting from common global architecture with no compromise on existing SIM capabilities. Device OEMs benefit from the factory-fitment and global reach of the ESIM. Effective and efficient management of large scale volumes of M2M devices is entirely possible together with the knowledge that future expansion of connected services will not be prohibited by any third parties.
The GSMA ESIM can host multiple profiles. When the incumbent subscription loses coverage the QoSim (ESIM) can automatically select another subscription. For a country like India, the ESIM is an important enabler for offering high QoS connectivity.
The GSMA ESIM and the UICC / eUICC security mechanisms have been defined in consultation and agreement with leading global mobile operators, SIM partners, Industry majors, OEMs, NSPs and NEPs, and certified by credible international security agencies.
ESIM Profiles are a combination of a file structure, data and applications to be provisioned onto, or present on, an UICC / eUICC. The ESIM uses two types of Profiles from the Telecom Service Providers
- Provisioning Profiles [Bootstrap subscriptions, used for the factory fitment testing and Management of the card]
- Operational Profiles [Commercial subscriptions, for the users, same as the normal SIM card]
Certification
Sensorise provides a definitive process and documentation for the Certification of the QoSim (ESIM) with M2M Device.
The Vehicle Manufacturer enters into an Agreement with Sensorise, under which it is provided the following
- QoSim Data sheet
- QoSim Services
- Access to the Portal
- Device Pre-requisites Document
- QoSim integration guide
- Assistance for firmware testing
It is imperative that devices are tested mutually before being submitted for Certification to ICAT /ARAI.
Activation and Recharge of Subscriptions
The Bootstrap Activation requests are sent to [email protected] with the Subject of Email: Vehicle Manufacturer Name – Bootstrap Activation
Bootstrap Activation requests shall include the following details:
- Vehicle Manufacturer Name
- ICCID
Commercial Activation requests are sent to [email protected] with the Subject of Email: Vehicle Manufacturer – Commercial Activation
The Commercial Activation requests are sent with the following details
- Car Manufacturer Name
- ICCID
- Vehicle Owner KYC Documents in soft copy
- Scanned SCAF
- Proof of Identity (PAN/Aadhaar)
- Proof of Address (Utility Bill/Aadhaar)
- Dealer must upload the soft copies to the Sensorise designated Portals and send all the originals (as per regulatory/policy guidelines) to the following address:
Sensorise Digital Services Pvt Ltd
C-129, Sector -2
Noida – 201301, U.P. - Upon receipt of SCAF and valid supporting documents, Sensorise will verify the documents (1-2 working days) post which activation will be done in 2-4 working days. The Dealer will get activation status as a response to the original email.
- Sensorise will send message to registered mobile number of the Vehicle Owner and email reminders for ESIM renewal to registered email address two weeks prior to the expiry of the validity of the QoSim (ESIM) Services
- Vehicle Owner must inform Sensorise for any change in the registered mobile number or email address via email to [email protected] . Change in Vehicle Owner Mobile number will require Vehicle Owner Verification, which may take up to two (2) working days to be reflected.
- Note in case ESIM renewals are not done in time, subscription will be suspended to a maximum of 2 months. Reactivation of the subscription may require an additional reconnection fees. If subscriptions remain unpaid for more than 3 months after the expiry of validity, the Subscriptions may be terminated, in which the ESIM card will be rendered useless, and has to be de-soldered and replaced with a new ESIM card.
- It is important that Vehicle Owner keep their contact information updated and also maintain a reminder for themselves to renew the subscriptions
- The renewal plans, durations and fees are published from time to time depending on inputs from the Telecom Service Providers, Policy mandates and the usage / quota
- Alerts and notifications for subscription expiry or renewal, Sensorise will send message to registered mobile number and email reminders for renewal to registered email address of the Car/Vehicle Owner.
- Sensorise is planning to launch a web link / mobile app for Vehicle Owners for the renewal and subscription information by the end of first quarter of FY 2018-19
- Sensorise will setup an online merchant account for renewals. This link may be made available from TML and TML Dealer Portal as well. This link must be printed as a sticker on the ITSC so that the Vehicle Owner is informed of whom to contact for renewals
- Alternatively, vehicle manufacturer or vehicle Dealers may advertise the link for renewal on their website so that the Vehicle Owner is aware of how and where to recharge.
- Communication to the car/vehicle owners on how and where to recharge will be the responsibility of Vehicle Manufacturer. Sensorise can provide inputs where needed.
The Vehicle Manufacturers dealer will provide an excel sheet with device and vehicle details in the attached template.
- The same is to be returned filled in to [email protected] for upload into SenseLCM® for compliance purposes.
- For all activations done during the previous week the details have to reach Sensorise via email on Saturday of the week. The file be loaded on Monday morning
- Developing a Portal to assist Dealers rather than send emails.
- Print the QoSim IccID, Device IMEI, Vehicle Number and Contact Information for [email protected] as a sticker for the Vehicle Owner
- Explain to the Vehicle Owner about the Connected Vehicle, and that it is the obligation of the Vehicle Owner to keep the connection recharged before the validity gets over
- Collects, Verifies and uploads the Vehicle Owner KYC Documents to Sensorise Portal
- Sends the Vehicle Details as per vehicle_mapping_template.xls to [email protected]
- It is important that dealers update the correct Vehicle Owner contact information in the records. Any changes in the contact details are to be requested / informed to Sensorise via email on [email protected]
Vehicle Owner Support and Trouble Shooting
Sensorise Care may be reached by sending an email to [email protected]. Sensorise care will respond to the Customer as per the contact information as per vehicle_mapping_template.xls
- The Dealer is the L1 contact. Dealer will listen to the Vehicle Owner and describe the same to Sensorise via a trouble ticket over email to [email protected]
- Sensorise will trouble shoot and respond over email. M2M connections are very frugal, the nature of support channels offered to the consumer market cannot be offered in this segment.
- Support shall be provided 12x6 through a trouble ticket helpdesk which shall interact over email / online.
- Support Tickets shall be responded as below-
- Sensorise Business Hours
- Acknowledgement within 2 Hours of Trouble Ticket
- Work around (where it is possible) within 8 Hours of Trouble Ticket
- Resolution within 24 Hours of Trouble Ticket
- For MNO related trouble tickets, the extent of assistance shall be limited to what the respective MNO can provide
- Public Holidays will not be considered in the business week
- As per Agreement, L3 will be the device manufacturer for checking any probable issue with device if the connectivity is found to be OK – L3 SLAs will be provided by dealer of ITS devices.
- At the moment the Vehicle Owner does not have any interface to view the data. The same needs to come as a service request at [email protected]
- For alerts and notifications for subscription expiry or renewal, the SenseLCM® solution will send message and email reminders for renewal.
- Sensorise has a roadmap planned for an SMS based enquiry for users to check their balance. This service will be made available by the end of the first quarter of the financial year 2018-19.
Alerts and notifications for subscription expiry or renewal will be sent from the Sensorise Portal to registered Mobile number and email of the Vehicle Owner
- The Vehicle Buyer will know that the Network Coverage is offered from any one of two TSPs – Idea or BSNL.
- The Network Switches happen in real time network coverage At the moment Vehicle Owner does not have any interface to view the data.
- Sensorise has a roadmap planned for an SMS based enquiry for users to check their balance. This will be available by the end of Q1, 2018-19
Selection of Telecom Service Provider
- The Primary and Alternate networks are selected prior to ordering of the cards. Vehicle Owner will not be given this option at the moment.
- In future, once the DoT Policy / Regulation permits over the air update of profiles, it may be possible for Vehicle Owners to choose the Telecom Service Provider subject to the willingness of the Operator to offer its connectivity on the QoSim platform
Yes, it is possible to switch the network from the SenseLCM platform. This requires access to the SenseLCM platform, which is as per the agreement between Vehicle Manufacturer and Sensorise.
Yes, remotely from the Portal. Subject to Vehicle Manufacturer licence portal for this functionality
IP Whitelisting
Device sends AIS-140 Data to a set of secure servers. IP whitelisting is the process by which the server IPs are made accessible to the Device. The Vehicle Manufacturer shall provide Sensorise the IP Number(s) that are to be whitelisted. Sensorise will get the whitelist implemented on Telco network. The Process takes 4 weeks from the approved list. Upto 4 IPs can be configured.
Yes, Sensorise can setup a server for receiving the Device Packets. Please contact your Account Manager for details.
Up to 4 IPs per Project
Yes, IP whitelist will be for all Networks
KYC related
The Identification and Linking of the Machine [in this case the Vehicle], the Custodian [Permit Holder] and the QoSim® (ESIM) at the time of Permit Holder Verification using the Vehicle Registration Certificate results in Machine KYC. Device and Vehicle details (Machine KYC) to be provided in attached template with CAF (refer 3.1.5 for attachment).
CAF is Customer Acquisition form and SCAF is Sensorise Customer Acquisition form. CAF is a generic name for the policy document used for Customer verification, SCAF is the name given to the Sensorise Customer Acquisition form.
The Customer Acquisition Process is divided into two parts -
- Verification of the Vehicle Manufacturer who takes the Bootstrap profile
- Verification of the Vehicle Owner who takes the Commercial Profile (s)
CAF is required to be undertaken once per each bulk Order by the Vehicle Manufacturer.
Subsequently, CAF is required for the Vehicle Owner at the time of the Sale of the Vehicle.
Following documents are to be provided with signed CAF for the VEHICLE MANUFACTURER
- SCAF form
- Incorporation certificate
- Company's ID and Address proof
- Authorized Signatory’s ID and address proof
- Copy of TAN
- 2 passport size photo
- Letter stating the Authorized signatory
- GST certificate
Following documents are to be provided with signed CAF from the Vehicle Owner
- Signed SCAF form with Vehicle Owner Name
- ESIM number (ICCID)
- IMEI No. (Device ID)
- Proof of ID (PAN/AADHAR)
- Proof of address (Utility Bill /AADHAR)
- 2 Photographs
SCAF to be signed by authorised signatory of Vehicle Manufacturer and documents as mentioned above.
- Vehicle Owner KYC as described above
- SCAF to be signed by Vehicle Owner
- Verified Documents to be provided as described above
Miscellaneous
Balance Related
There is no daily limit. Monthly Data Plans have been offered based on the confirmation from the Vehicle Manufacturer / Tier - 1 Supplier that the Quota is sufficient for their packet sizes and transmittal frequency. The Packets are metered at a minimum 1KB packet.
- During the Bootstrap Phase, all the data consumption is from a single bootstrap subscription
- Bootstrap Subscription plan is typically capped at 10MB/5SM per month with a validity of 2 months
- Commercial Profile and Plan activation happens at the time of Vehicle Sale after the Verification of the Vehicle Owner KYC. The Commercial Profile / Plan becomes active, which typically has aggregated data / sms capacity as required by the Vehicle Manufacturer
- If there are two or more commercial profiles on the ESIM, the Data / SMS consumption happens from the active profile. The active profile is selected by the QoSim on the basis of the network availability
- A particular subscription profile can be selected from the SenseLCM server
In case two subscriptions are used, Primary and Failover are both available during the Commercial Phase for Vehicle Owner. The QoSim starts with attempting to use the Primary Subscription in the first every power ON. In case the Primary is unavailable it switches automatically to failover subscription. In case Data Usage on either profile is exhausted, that Network will not transmit data for the remaining part of the monthly cycle. Within the validity of the Subscription, the Data capacity will be restored at the start of the next monthly cycle.
Automatic Switching is only triggered when there is no network from the currently active profile.
Both Primary and Failover profiles have a monthly quota. Each Subscription can be used to the extent of the Quota in every calendar month. Sensorise attempts to keep the Quota as 100% of the aggregate Data Capacity requested per month, with an additional 30% - 50% capacity from the Failover Subscription. This means that the total Data Capacity built into the QoSim Service is 130% - 150% of the Data Capacity requested by the Vehicle manufacturer
As per current AIS: 140 guidelines there is no liability on OEM or ESIM Vendor. Any change in regulations Sensorise will inform VEHICLE MANUFACTURER of the same.
Refer above
Sensorise has a set of monthly reports formats of which will be shared with the VEHICLE MANUFACTURER.
If the Data within the Primary profile is exhausted, the alternate profile is fully capable of supporting the Device. Both the profiles have national on-net roaming. The Portal has daily balance updates from the Primary provider. So, if the Primary profile is out of balance in a certain period, the server can force the device to the profile which has data.
- At times, due to expectations of the Price, and aligning the offering to the specific requirements of customers, Sensorise offers to remove the SenseLCM® Platform capabilities other than those required for the regulatory purposes. In any case, Sensorise shall maintain the QoSim® Card and Subscription data on the SenseLCM® Platform.
- The removal of the SenseLCM® platform from the offering shall not hinder the QoSim® based switching capability.
- Sensorise may license the Platform and its capabilities to another stake holder, who may see value in the future management of the cards, device data and related services. From a regulatory and QoSim® Services perspective Sensorise will be the SPOC for Vehicle Manufacturer
- If Vehicle Manufacturer has not licensed the platform all regulatory data will be loaded offline into SenseLCM® by Sensorise Care team. SenseLCM® access can be provided to Vehicle Manufacturer at a commercial consideration.
The SenseLCM® Portal can identify the active MSISDN. In cases where automatic switching causes changes in the active network, the portal may not have an updated image of the network. This synchronization of the server is retained if the QoSim (ESIM) is pinged from the SenseLCM® server as part of the Customer Care.
