6
Averaged over
S/N
Parameters Name
Minimum QoS
a period of
Service Provisioning /
i
• >95% of work should be Quarterly
Activation Time
done within 5 working days,
subject to technical feasibility
• In
case
of
NTF(Non
Technical
Feasibility),
greater than 99% within
should be done on the date
specified and agreed with
the customer
• An SLA should always be
signed between the ISP and
the customer.
Fault Repair /
ii.
• >85% of all faults should be Quarterly
Restoration Time
cleared within 24 Hrs
• >99% of all faults should be
cleared within a maximum of
four(4) days unless in the
case
of
Natural
disasters/Acts of God may
arise.
Customer complaint
iii.
• Within
24hrs
>95% Monthly
resolution
complaints
should
be
resolved (24/7)
• Within
72hrs
>99%
complaints
should
be
resolved (24/7)
Billing Performance
iv.
Quarterly
Billing complaints per 100 <2% of bills issued during the
bills issued
billing period
v.
Bandwidth Utilization/
Throughput
vii.
Broadband Connection
Speed achieved
viii.
Network Latency
Rwanda Utilities Regulatory Agency
<90% link(s)/route bandwidth
utilization during peak hours Quarterly
(TCBH). If on any link(s)/route
bandwidth utilization exceeds
90%,
then
network
is
considered to have congestion.
• 95% or greater the speed of Monthly
connection(updownstream)from ISP’s
server(s) to the customer
shall be achieved fulltime
(24/7)
• >80% for non dedicated line
The round trip delay for traffic
Quarterly
within the local broadband
network from end-user to ISP/IX
should be less than 150 msec
for 95% of the time during peak