Electronic and Postal Communications (Quality of Service)
G.N. No. 416 (contd)
within 30 seconds from the instant
when the address information
required for setting up a call is
received by the network.
4
>95%;
Transit/Off-net calls
including
International >90%;
Transmission Delay (milli-Seconds)
Includes delay due to equipment
End-to- End Transmission Time
processing as well as propagation
(ITU-T Rec. G.114)
delay.
5
A fault report is a report of
disrupted service or degraded
service that is made by a customer
and is attributable to the network
of the service provider or any
interconnected public network,
and that is not found to be invalid.
Faults in any equipment on the
customer side of the network
termination point are excluded.
Fault Rate
Fault reported per access line per
year
One way
transmission time: <
150 ms
Number of faults
reported per
100DELs: < 0.5
(Measurements to be made as per
ETSI EG 201 769-1)
6
The duration of the instant a fault
has been notified by the customer
to the service provider to the
instant when the service has been
restored to the normal working
order.
Fault Repair Time
Time by which valid faults on
access lines are repaired (in
hours)
(Measurements to be made as per
ETSI EG 201 769-1)
Time to repair:80% within 24 hrs;
90% within 48 hrs
MTTR: 5 hrs
Repeating faults:
<1%
7
The proportion of bills resulting in
a customer complaining about the
correctness of a given bill.
Billing Complaints
Percentage of bills resulting in a
customer complaint.
Billing complaints:
<2%
(Measurements to be made as per
ETSI EG 201 769-1)
8
Complaint Resolution Time
Time taken for a service provider
The time by which reported
to resolve a complaint.
complaints have been resolved or
percentage
of
complaints
resolved any time stated as an
objective by the service provider.
(Measurements to be made as per
ETSI EG 202 057-1)
9
Customer Care Services
10
100% resolved
within 5 working
days