|
QoS Items |
Targets/Standards |
|
|
PSTN |
Billing performance |
|
|
Percentage
of billing complaints in any one billing period |
Shall
not exceed 2% of the total number of bills issued in that billing period. |
|
|
Complaints
resolved within 15 business days |
90% |
|
|
Complaints
resolved within 30 business days |
95% |
|
|
|
|
|
|
Fulfilment of
installation orders |
|
|
|
Within
24 hours |
80% |
|
|
Within
48 hours |
90% |
|
|
Within
7 business days |
100% |
|
|
|
|
|
|
General customer complaints over a 12 month period |
Should
not exceed 50 complaints per 1000 lines. |
|
|
|
|
|
|
Intra network call connection loss |
Not
more than 6% calls shall be lost calls |
|
|
|
|
|
|
Inter network call connection loss |
Not
more than 6% calls shall be lost calls |
|
|
|
|
|
|
Operator Speed of Answer (emergency calls only) |
|
|
|
Within
10 seconds |
90% |
|
|
Within
20 seconds |
100% |
|
|
Calls
encounter busy signal |
Less
than 1% in any one busy hour |
|
|
|
|
|
|
Inter network call connection post dialing delay |
95%
of attempted calls should take less than 13 seconds |
|
|
|
|
|
|
Intra network call connection post dialing delay |
95%
of attempted calls should take less than 10 seconds |
|
|
|
|
|
|
Service Restoration Performance |
|
|
|
Within
24 hours of receipt request |
80%
fulfilled |
|
|
Within
48 hours of receipt request |
90%
fulfilled |
|
|
|
|
|
|
Service trouble rate report over a 12 month period |
Should
not exceed 500 reports for 1000 lines |
|
|
QoS Items |
Targets/Standards |
|
|
Public Cellular Service |
Billing Performance |
|
|
Percentage
of billing complaints in any one billing period |
Shall
not exceed 2% of the total number of bills issued in that billing period. |
|
|
Complaints
resolved within 15 business days |
90% |
|
|
Complaints
resolved within 30 |
95% |
|
|
|
|
|
|
Endpoint Service Availability |
Not
less than 90% of intra network and inter network call connection |
|
|
Dropped
calls |
Not
more than 5% of intra network calls |
|
|
|
|
|
|
General Customer Complaints over a 12 month period |
Should
not exceed 50 complaints per 1000 customers |
|
|
|
|
|
|
Operator Speed of Answer (emergency calls only) |
|
|
|
Within
10 seconds |
90% |
|
|
Within
20 seconds |
100% |
|
|
Calls
encounter busy signal |
Less
than 1% in any one busy hour |
|
|
|
|
|
|
QoS Items |
Targets/Standards |
|
|
Dial Up Internet Access Service |
Billing performance |
|
|
Percentage
of billing complaints in any one billing period |
Shall
not exceed 2% of the total number of bills issued in that billing period. |
|
|
Complaints
resolved within 15 business days |
90% |
|
|
Complaints
resolved within 30 |
95% |
|
|
|
|
|
|
Dial Up Internet Access Performance |
|
|
|
No.
of attempts for successful connection |
A
maximum of 3, with no more than 1 minute intervals between each of the
attempts. |
|
|
Attempts
made to access an IASP node within 40 seconds |
95% |
|
|
Average
file download time for a standard graphic or random text file of
approximately 30 kilobytes |
No
more than 80% of modem line speed at least 95% of the time. |
|
|
|
|
|
|
General Customer |
Should
not exceed 50 |
|
|
|
|
|
|
Complaints over a 12 month period |
complaints
per 1000 customers |
|
|
|
|
|
|
QoS Items |
Targets/Standards |
|
|
Content Applications Service |
Annual Service Availability |
No
less than 99% over a 12 month period |
|
|
|
|
|
Billing performance |
Shall
not exceed 2% of the total number of bills issued in that |
|
|
Percentage
of billing complaints in any one billing period |
billing period. |
|
|
Complaints
resolved within 15 business days |
90% |
|
|
Complaints
resolved within 30 |
95% |
|
|
|
|
|
|
General Customer Complaints over a 12 month period |
Should
not exceed 50 complaints per 1000 customers |
|
|
|
|
|
|
Service |
QoS Items |
Targets/Standards |
|
Public Payphone Service |
Service Availability |
90%
shall have service availability at any one point |
|
Service |
QoS Items |
Targets/Standards |
|
Digital Leased Line Service |
Annual Service Availability |
|
|
Local
Digital Leased Line |
No
less than 99% over a 12 month period |
|
|
National
Digital Leased Line |
No
less than 99.9% over a 12 month period |
|
|
International
Digital Leased Line |
No
less than 99.99% over a 12 month period |
|
|
|
|
|
|
Fulfilment of
installation orders |
|
|
|
Within
1 week for Local Digital Leased Line |
90%
fulfilled |
|
|
Within
2 weeks for National Digital Leased Line |
90%
fulfilled |
|
|
Within
4 weeks for International Digital Leased Line |
90%
fulfilled |
|
|
Within
2 weeks for Local Digital Leased Line |
100%
fulfilled |
|
|
Within
3 weeks for National Digital Leased Line |
100%
fulfilled |
|
|
Within
5 weeks for International Digital Leased Line |
100%
fulfilled |
|
|
|
|
|
|
Service Restoration Performance |
|
|
|
Within
24 hours of receipt request |
80%
fulfilled |
|
|
Within
48 hours of receipt request |
90%
fulfilled |
|
|
|
|
|
|
Service |
QoS Items |
Targets/Standards |
|
Broadband Access Service |
Fulfilment of
installation orders |
|
|
Within
24 hours |
80%
fulfilled |
|
|
Within
48 hours |
90%
fulfilled |
|
|
Within
7 days |
100%
fulfilled |
|
|
|
|
|
|
Service Restoration Performance |
|
|
|
Within
24 hours of receipt request |
80%
fulfilled |
|
|
Within
48 hours of receipt request |
90%
fulfilled |
|
|
|
|
|
|
Network Latency |
|
|
|
Not
more than 85ms |
95%
of the time during busy hours |
|
|
|
|
|
|
Throughput or Bandwidth Utilisation |
|
|
|
Not
less than 70% of subscribed level (both for uploading and downloading) |
95%
of the
time during busy hours |
|
|
|
|
|
|
Packet Loss |
Shall
not exceed 1% |
|
|
|
|
|
|
Annual Service Availability |
No
less than 99.99% over a 12 month period |
|
|
|
|
|