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 |
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 |
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 |
Public Payphone Service |
Service Availability |
90% shall have service availability at any one point |
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 |