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Union of India - Section
Section 3 in The Quality Of Service Of Broadband Service Regulations, 2006
3. Benchmarks for Quality of Service (QoS) Parameters .-The service providers shall meet the benchmarks for the Quality of Service Parameters for Broadband as laid down below:-
| Sl.No. | Qos Parameters | Benchmarks | Averaged over a period of |
| (i) | Service Provisioning/Activation Time | 100% cases in=<15 working days (subject to technical feasibility). In all cases where payment towards installation charge and security deposit is taken and the Broadband connection is not provided within 15 working days, a credit at the rate of Rs. 10 per day, subject to a maximum of installation charge or equivalent usage allowance shall be given to the customer, at the time of issue of first bill. | |
| (ii) | Fault Repair/Restoration Time | By next working day:>90% and within 3 working days: 99% Rebate:(a) Faults Pending for>3 working days and <7 working days: rebate equivalent to 7 days of minimum monthly charge or equivalent usage allowance(b) Faults Pending for>7 working days and <15 working days: rebate equivalent to 15 days of minimum monthly charge or equivalent usage allowance(c) Faults Pending for>15 working days: rebate equivalent to one month of minimum monthly charge or equivalent usage allowance | |
| (iii) | Billing Performance· Billing complaints per 100 bills issued· Percentage of Billing complaints resolved· Time taken for refund of deposits after closure: | <2%100% within 4 weeks100% within 60 days | One month |
| (iv) | Response time to the customer for assistance | Percentage of calls answered by operator(Voice to Voice) Within 60 seconds>60% Within 90 seconds>80% | One month |
| (v) | BandwidthUtilization/Throughput:(a) (Bandwith Utilization)(i) POP to ISP Gateway Node[Intra-network]Link(s) | <80% link(s)/route bandwidth utilization during peak hours | |
| (ii) ISP Gateway Node to IGSP/NIXI Node upstream Link(s) for International connectivity(b) Broadband Connection Speed (download) | (TCBH). If on any link(s)/route bandwidth utilization exceeds 90%, then network is considered to have congestion. For this additional provisioning of Bandwidth on immediate basis, but not later than one month, is mandated.Subscribed Broadband Connection Speed to be met>80% from ISP Node to User. | ||
| (vi) | Service Availability/Uptime (for all users) | >90% quarter ending June 2007;>98% with effect from quarter ending September 2007 and onwards | One quarter |
| (vii) | Packet Loss (for wired broad-band access) | <1% | One month |
| (viii) | Network Latency (for wired broadband access) | One month | |
| · User reference point at POP/ISP Gateway (IGSP/NIXI) | <120 m sec | ||
| · User reference point at ISP Gateway Node to International nearest NAP port abroad (Terrestrial) | <350 m sec | ||
| · User reference point at ISP Gateway Node to International nearest NAP port abroad (Satellite) | <800 m sec | ||
| (ix) | Customer perception of services | One quarter | |
| (a) | % satisfied with the provision of service | >90% | |
| (b) | % satisfied with the billing performance | >90% | |
| (c) | % satisfied with help services | >90% | |
| (d) | % satisfied with network performance, reliability and availability | >85% | |
| (e) | % satisfied with maintainability | >85% | |
| (f) | % satisfied with overall customer satisfaction | >85% | |
| (g) | % satisfied with customer satisfaction with offered supplementary services such as allocation of static/fixed IP addresses, e-mail IDs, etc. | >85% |