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FAQs
Quality of Service Mandatory Standards
Determination No 5 of 2003 – Broadband Access Service
Quality of Service Mandatory Standards
Determination No 5 of 2003 – Broadband Access Service
Who are subjected to these mandatory standards under this Determination?
What types of wired broadband access service are subjected to these mandatory standards under this Determination?
For the standards that are based on 12 months data, they are spilt into two columns, 1st 6 months and 2nd 6 months. Do we take the reported data or the audited data?
A customer may request the service later than the date of the signing of the agreement. In this case, when is the start date of the fulfillment of installation order to be used for the calculation?
In the case of an installation appointment which has been deferred to a later date, should it be excluded from the measurement of the standard?
Should an order request received prior to the current period but fulfilled in the current period, or should it be included in the current report?
As stated in Clause 10, “installation orders not fulfilled within the requisite time due to the following reasons…may be excluded” from the report. Please explain further.
When is an installation order considered completed?
What is the correct way to calculate Fulfillment of Installation Orders when there are exclusion cases?
When a restoration request is received prior to the current period but subsequently restored, should it be included in the current report?
As stated in Clause 15, “service not restored within the requisite time due to the following reasons…may be excluded” from the report. Please explain further.
In calculating the number of days taken to fulfill a restoration request, should non-working days be excluded?
What is the correct way to calculate Service Restoration Performance when there are exclusion cases?
How is Annual Service Availability calculated?
In calculating the Annual Service Availability, does a downtime caused by faulty or not working customer router or server/computer be included?
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