| 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 |
| 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 |
| 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 |
| 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 |