[Quality of Service Parameters for Basic Service] [Quality of Service Parameters for Cellular Service]
[Quality of Service Parameters for Internet Service]

Nepal Telecommunications Authority

Quality of Service Parameters for Internet Service

(Approved by NTA on 12 Asadh, 2064 B.S. (26 June, 2007))
Quality of Service Parameters
1.0 Background:
1.1 Section 14 of the Telecommunications Act, 1997 (2053) authorizes Nepal Telecommunications Authority for the determination and fixation of Quality of Telecommunications Services and Standard of telecommunications equipment and facility.
Pursuant to Section 14 of the Telecommunication Act, 1997, the Authority has determined the Quality of Service parameters and the corresponding benchmarks for Internet Service.
1.2 ‘Quality of Service (QoS)’ is the main indicator of the performance of a telecom network and of the degree to which the network conforms to the stipulated norms and standards specified by the regulator or any other agency designated for the same. The subscriber’s perception of the Quality of Service (QoS) is determined by a number of performance factors. The purpose of laying down Quality of Service Parameters is to:
o Create conditions for consumer satisfaction by making known the quality of service which the service provider is required to provide and the user has a right to expect. Thus, itprotects the interests of consumers of telecommunication services.
o Measure from time to time the Quality of Service provided by the Service Providers and to compare them with the norms so as to assess the level of performance.
1.3 Development of telecom technologies and reduction in the human dependence of the telecom networks and customer services calls for periodical review of the QoS parameters currently set, for redefining the benchmarks as well as deletion of some existing QoS parameters and addition of some new parameters based on the merits, world trends and experience.
1.4 The Authority has decided that the QoS parameter should be more objective than subjective. There is a requirement to clearly define method (with the clear mention of time period for averaging the value of parameter) for measurement of the QoS parameters so that there is homogeneity in the values of QoS parameters being submitted by different operators to the regulator or published by the operators as per the license requirements. This will make easy the evaluation of the services being provided by different operators by the regulator as well as the customers.
1.5 To make the QoS parameters more comprehensive, the Authority has decided to sub-divide the QoS parameters into following four broad categories:

· Network Performance
· Fault Incidence and Repair
· Billing Complaints and Redressal
· Customer Perception regarding the Services

Each of the above categories is being elaborated in the following paragraphs.
2. QoS Parameters

The parameters described below are applicable to the service availability area and are applicable for all types of Internet Services, irrespective of the mode of transmission.

2.1 Network Performance
As with other services, Network performance is one important QoS parameter in measuring the quality of Internet services. Poor performance of a service provider’s network directly leads to poor service quality and hence leads to increase in customer complaints and overall customer dissatisfaction regarding the service.
For Internet services, as there are different flavors of services such as dialup, copper, wireless, cable and optical connectivity, different sets of parameters may apply to each of them while some parameters might be common to all. However, the parameters are so selected that they are applicable to all the flavors and the benchmarks are chosen to cover all possible flavors.
The benchmarks are all meant to apply to the pre-determined busy hour of the service. Respective service providers shall identify and define their own service busy hours depending upon the pattern of usage.
The parameters that apply to different kinds of Internet service have been identified as per the following:

a. Service activation time

It is the time taken to activate the subscribed service after the formal demand for the same.

b. Time to connect

It is the average time taken for the user to establish a connection with the ISP server.

c. Number of attempts for successful connection

The average number of attempts the user has to make before successfully connecting to the ISP. It is generally applicable to dialup access.

d. Node unavailability

It is the overall downtime of the network / service resources to the subscriber over a defined period.

e. Throughput

It is the overall data transfer rate available to the subscriber in maximum traffic scenarios (busy hour).

f. Grade of Service

It is the measure of proportion of unsuccessful service connections to the total attempts for the same.

g. General complaints over 3 month period

It is the number of general service related (not billing) complaints per 1000 subscribers over the defined period.

h. Dialup port contention ratio

It is the ratio of total dialup ports available to the total number of dialup subscribers

2.2 Fault Incidence and Repair

Fault Incidence and Repair are categorized into the following:

o Fault Incidences (No. of Faults / 100 subscribers / month)
o Fault Repair is further divided as fault cleared within

  • an style=”font:7.0pt “Times New Roman””> 24 Hours
  • an style=”font:7.0pt “Times New Roman””> 48 Hours
  • an style=”font:7.0pt “Times New Roman””> 72 Hours

2.3 Billing Complaints

Billing complaints are categorized into the following:

o Billing Complaints per 100 bills issued in one billing cycle.
o Percentage of billing complaints cleared:

  • an style=”font:7.0pt “Times New Roman””> Within 24 hours
  • an style=”font:7.0pt “Times New Roman””> Within 1 week
  • an style=”font:7.0pt “Times New Roman””> Within 2 weeks

2.4 Customer Perception Regarding the Services

The Authority has determined to sub divide this parameter into the following category

o Percentage of customers satisfied with the network performance, reliability and availability.
o Percentage of customers satisfied with the provision of service.
o Percentage of customers satisfied with billing performance.
o Overall customer satisfaction.

The Authority would determine the modalities of the customer survey.
3. Quality of Service Parameters and its corresponding benchmarks
In view of the above, the Authority has determined the following QoS parameters (along with benchmark values and period for averaging) for Internet Service.

S. No.
Network Performance
Service activation time[1]
< 24 hrs
Time to connect
< 1 min
Number of attempts for successful connection[2]
Maximum of 3
Node unavailability
< 30 min. in a month
Mean time to restore
< 3 days
Throughput based on local content
At least 90% of defined rate in 95% of access time
Dialup port contention ratio
Not less than 1:10
General complaints over 3 months period
< 50 per 1000 subscribers
Fault Incidence and Repair
No of fault incidences per 100 subscribers per month.
< 3
Fault incidences repaired within 24 hours
Fault incidences repaired within 48 hours
Fault incidences repaired within 72 hours
Billing Complaints and Redressal
Billing complaints per 100 bills issued in one billing cycle
Not exceeding 2%
% of billing complaints cleared within 24 hours
% of billing complaints cleared within 1 week
% of billing complaints cleared within 2 weeks
Customer Perception Regarding the Service
% of customers satisfied with the network performance, reliability and availability.
% of customers satisfied with the provision of service.
% of customers satisfied with billing performance.
Overall customer satisfaction
[1] does not take into account time taken by ISP to avail of services of other providers.
[2] a maximum of 3, with no more than 1 minute intervals between each of the attempts.