Quality of Service - tra.gov.om · Percentage of orders for access lines in the Served

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Percentage of Calls Dropped

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Call Success Rate

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SMS Delivery

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Mobile Number portability problems rate

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beneficiaries billing complaints per 1000 bills

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Percentage of billing complaints resolved within 10

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Percentage of orders for access lines in the Served

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Percentage of orders for access lines in the Served

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Unsuccessful call ratio for local and national fixed

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Percentage of satisfied beneficiaries with billing

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Percentage of overall beneficiaries satisfaction< <<àÚ<†nÒ_TQA< <

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Percentage of beneficiaries’ satisfaction with

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Percentage of satisfied beneficiaries with the help

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Percentage of satisfaction with network

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beneficiaries complaints to the total number of

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working days< <

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Percentage of faults to be cleared within 24

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Percentage of orders for access lines in the

Served Areas completed within 10 working days< <

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Percentage of orders for access lines in the

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Percentage of reconfigurations of established

connections completed within 4 hours <<<< <

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Throughput<

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Bbeneficiaries Satisfaction on a 5 grade scales<

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beneficiaries complaints to the total number of

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beneficiaries complaints resolved within 10

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percentage of

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êËi^�]êËi^�]êËi^�]êËi^�]EEEEDial Up<D<D<D<D†qö¹]<½çŞ¤]æ†qö¹]<½çŞ¤]æ†qö¹]<½çŞ¤]æ†qö¹]<½çŞ¤]æììììVVVV< << << << <

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Time to access for more than 95 % of the login

attempts

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<k{Þ�Þý]<EPercentage of accessing the

ISP node atDV

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I TLA

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ISP node unavailability in one month<

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Packet loss<

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Availability <

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Latency

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• MQL<–<NLL<<íéÞ^m<ê××éÚ

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<ì†içËÖ^e<Ð×Ãj¹]<ð]�ù]V< <

I <ëæ^Ó�<ífŠÞËÖ]ì†iç<ì…çi^Ê<íñ^Ú<ØÓÖJ

Billing complaints per 100 bills issued

I <<ëæ^Ó{{�<íf{{ŠÞì†iç{{ËÖ]<<<<^ã{{×u<Üj{{è<�{{Ö]

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working days.

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Time for refund of deposits after closure if

applicable

I OL<Ýçè

< <

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Service activation Time

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< ØÓÖ< Ù^ŞÂù]< �‚ÂMLL<<ì‚u]çÖ]< íßŠÖ]< »< ¼}

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<àÚ<†nÒ_UL<A< <

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Bandwidth Utilization during the busy hours<

<àÚ<†nÒ_SL<<A< <

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< »< ^ãé×Â< ”ç’ß¹]< íÂ†Š×Ö< ÄËjß¹]c<íéÎ^ËiíÚ‚¤]<EBroadband connection Speed (download)

from ISP node to the beneficiaries percentage of< <

D< <

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• êÓ×ŠÖ]<<Ewired broadband servicesD

• ëçè�]†Ö]<Ewireless broadband servicesD< <

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• MLL<<A<»<ì�‚�]<íÂ†ŠÖ]<àÚcíÚ‚¤]<íéÎ^Ëi

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Network Latency

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<Ñ^ŞßÖ]< íÓf�< àÛ•< l÷^’iý]< Äé¶< ±]< ˜è†ÃÖ]

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<íÚ‚}< †ÊçÚ< íŞÏÞ< áçÓi< �Ö]< íéßÚˆÖ]< ì‚¹]

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ISP node unavailability in a month

OL<íÏéÎ�< <

Ýˆ£]<á]‚ÏÊ<ífŠÞ< <

Packet loss

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Availability

<àÚ<†nÒ]UUA< <

ì†içËÖ^e<Ð×Ãj¹]<ð]�ù]V< <

I <ëæ^Ó�<�‚Âì†içËÖ]<ì…çi^Ê<íñ^Ú<ØÓÖJ

Number of Billing complaints per 100 bills issued

I < ëæ^Ó�< ífŠÞì†içËÖ]<<^ã×u< Üjè< �Ö]

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working days.

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<‚Ãe< ğ̂Ú‚ÏÚ<íÂçÊ‚¹]<êÖ^¹]<á^Û–Ö]<ÈÖ^fÚ

l‚qæ<ác<HíÚ‚¤]<ð^ãÞc

Time for refund of deposits after closure if

applicable

< <

< <

I <àÚ<ØÎ_M

< <

I <àÚ<†nÒ_URA< <

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I OL<Ýçè< <

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< < í¹^Ó¹]< ð]†q]< ð‚e<»< íÎ†ÇjŠ¹]< íéßÚˆÖ]< ì‚¹]<<E

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Call Set Up Time (Post dialing delay to ring tone)

<àÚ<ØÎ_P<<êÞ]çm< <

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Congestion level per Traffic ROUTE During busy

hours

<àÚ<ØÎ_N<A< <

<l^Â^‰< Ùø}< í×�^ËÖ]< íéÖæ‚Ö]< l^¹^Ó¹]< ífŠÞ

<íÒ†v×Ö<ìæ…„Ö]c<±cl^¹^Ó¹]<�‚Â<êÖ^¶< <

Unsuccessful Call Ratio during busy hour

<àÚ<ØÎ_O<A< <

<†möÚ< ØŞÂ< í¢^ÃÚ< »< íÎ†ÇjŠ¹]< íéßÚˆÖ]< ì‚¹]

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Resolution time of a Backbone Link fault impacting

traffic

<àÚ<ØÎ_P<l^Â^‰< <

<†möÚ< ØŞÂ< í¢^ÃÚ< »< íÎ†ÇjŠ¹]< íéßÚˆÖ]< ì‚¹]

êÖæ‚Ö]<„Ëß¹]<»<íÒ†£]<î×Â< <

Resolution time of International Gateway fault

impacting traffic

]æ<íÂ^‰<àÚ<ØÎ_ì‚u< <

<l^Â^‰< Ùø}< Ü‰^Ï¹]< l^¢^ÃÚ< íÖç·< ífŠÞ

Ü‰^ÏÛ×Ö<ìæ…„Ö]< <

Switch Processor Load during busy hours

_<àÚ<ØÎTQ<A< <

<íéÖæ‚Ö]<Ü‰^Ï¹^e<ï‚’Ö]<l^ÃÞ^Ú<Ý]‚~j‰]<ífŠÞ<íéiç’Ö]<l^¹^ÓÛ×Ö< <

Percentage of Echo Cancellers Usage at the Central

Office<

<àÚ<†nÒ_UUzUA< <

ç’Ö]<ì�çql< <

Speech Quality

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l^q…�< <

SSSSJJJJ íè†vfÖ]<Øe]çÓÖ]<l^Ú‚¤<íéŠéñ†Ö]<ð]�ù]<l]†�öÚíè†vfÖ]<Øe]çÓÖ]<l^Ú‚¤<íéŠéñ†Ö]<ð]�ù]<l]†�öÚíè†vfÖ]<Øe]çÓÖ]<l^Ú‚¤<íéŠéñ†Ö]<ð]�ù]<l]†�öÚíè†vfÖ]<Øe]çÓÖ]<l^Ú‚¤<íéŠéñ†Ö]<ð]�ù]<l]†�öÚVVVV< << << << <


Availability

UUzUQA< <

<l]†�öÚc<íÚ‚¤]<ïçjŠÚ<íéÎ^Ëi< <

Parameters according to SLA

<gŠucíÚ‚¤]<ïçjŠÚ<íéÎ^Ëi< <

TJ �ù]<l]†�öÚ�ù]<l]†�öÚ�ù]<l]†�öÚ�ù]<l]†�öÚíè�Ö]<Øe]çÓÖ]<íÚ‚¤<íéŠéñ†Ö]<ð]íè�Ö]<Øe]çÓÖ]<íÚ‚¤<íéŠéñ†Ö]<ð]íè�Ö]<Øe]çÓÖ]<íÚ‚¤<íéŠéñ†Ö]<ð]íè�Ö]<Øe]çÓÖ]<íÚ‚¤<íéŠéñ†Ö]<ð]V< <


Availability

UUzUQA< <

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<Parameters according to SLA


UJ Ù^’iý]<l^Î^Şe<l^Ú‚¤<íéŠéñ†Ö]<ð]�ù]<l]†�öÚÙ^’iý]<l^Î^Şe<l^Ú‚¤<íéŠéñ†Ö]<ð]�ù]<l]†�öÚÙ^’iý]<l^Î^Şe<l^Ú‚¤<íéŠéñ†Ö]<ð]�ù]<l]†�öÚÙ^’iý]<l^Î^Şe<l^Ú‚¤<íéŠéñ†Ö]<ð]�ù]<l]†�öÚVVVV< <

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Percentage of beneficiaries complaints to the total

number of beneficiaries

<àÚ<ØÎ_MA< <

<÷^’i÷]<l^Î^Şfe<í‘^¤]<°ÃËjß¹]<ëæ^Ó�<�‚Â

<ØÓÖ<íéÖæ‚Ö]MLLL<<íÎ^Şe< <

number of beneficiaries complaints on international

calling cards per 1000 cards

<àÚ<ØÎ_M< <

MLMLMLMLJJJJ íéñ^–ËÖ]<l÷^’iý]<l^Ú‚¤<íéŠéñ†Ö]<ð]�ù]<l]†�öÚíéñ^–ËÖ]<l÷^’iý]<l^Ú‚¤<íéŠéñ†Ö]<ð]�ù]<l]†�öÚíéñ^–ËÖ]<l÷^’iý]<l^Ú‚¤<íéŠéñ†Ö]<ð]�ù]<l]†�öÚíéñ^–ËÖ]<l÷^’iý]<l^Ú‚¤<íéŠéñ†Ö]<ð]�ù]<l]†�öÚVVVV< << << << <


Availability

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MMMMMMMMJJJJ í‘^¤]<l÷^’iý]<l^Ú‚¤<íéŠéñ†Ö]<ð]�ù]<l]†�öÚí‘^¤]<l÷^’iý]<l^Ú‚¤<íéŠéñ†Ö]<ð]�ù]<l]†�öÚí‘^¤]<l÷^’iý]<l^Ú‚¤<íéŠéñ†Ö]<ð]�ù]<l]†�öÚí‘^¤]<l÷^’iý]<l^Ú‚¤<íéŠéñ†Ö]<ð]�ù]<l]†�öÚVVVV< << << << <

<ëæ^Ó�<ífŠÞàñ^eˆÖ]< <

Percentage of beneficiaries to the total number of

complaints

_<àÚ<ØÎMA< <




MNMNMNMNJJJJ <ì†qö¹]<½çŞ¤]<íÚ‚¤<íéŠéñ†Ö]<ð]�ù]<l]†�öÚ<ì†qö¹]<½çŞ¤]<íÚ‚¤<íéŠéñ†Ö]<ð]�ù]<l]†�öÚ<ì†qö¹]<½çŞ¤]<íÚ‚¤<íéŠéñ†Ö]<ð]�ù]<l]†�öÚ<ì†qö¹]<½çŞ¤]<íÚ‚¤<íéŠéñ†Ö]<ð]�ù]<l]†�öÚEEEEíéÖæ‚Ö]æ<íé×�]íéÖæ‚Ö]æ<íé×�]íéÖæ‚Ö]æ<íé×�]íéÖæ‚Ö]æ<íé×�]VDVDVDVD< << << << <

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Availability

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íé×�]V< <

I <»< l^f×Ş×Ö< ¼e†Ö]< �ÊçjÖ< ð^ÊçÖ]< ífŠÞ<»<ì�‚�]<‚éÂ]ç¹]cíÚ‚¤]<íéÎ^Ëi

Percentage of fulfillment of Supply Time for

Connection as per SLA

I < ØÓÖ< Ù^ŞÂù]< �‚ÂMLL<<»< †qöÚ< ¼}íßŠÖ]

failures per 100 beneficiaries per quarter

I Þ< Üjè< �Ö]< Ù^ŞÂù]< ífŠc<^ÏÊæ< ^ãuø‘<»<ì�‚�]<ì‚Û×ÖcíÚ‚¤]<íéÎ^Ëi

percentage of resolved faults within the time

duration specified in SLA

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I

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íéÖæ‚Ö]V< <

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Percentage of fulfilment of Supply Time for

Connection as per SLA

I < ØÓÖ< Ù^ŞÂù]< �‚ÂMLL<<»< †qöÚ< ¼}íßŠÖ]

failures per 100 beneficiaries per quarter

I <ØŞÂ<í¢^ÃÚ<»<íÎ†ÇjŠ¹]<íéßÚˆÖ]< ì‚¹]<íéj�<íéße<í×‘æ<»<íÒ†£]<î×Â<†möÚ

íéŠéñ…

Resolution time of a Backbone Link fault impacting

traffic

I < Üjè< �Ö]< Ù^ŞÂù]< ífŠÞc<^ÏÊæ< ^ãuø‘<»<ì�‚�]<ì‚Û×Öc<íÚ‚¤]<íéÎ^Ëi

percentage of resolved faults within the time

duration specified in SLA

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< << << << <

I <ØÎ_P<l^Â^‰< <

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I _<àÚ<†nÒULA< <

MOMOMOMOJJJJ ]†�öÚ]†�öÚ]†�öÚ]†�öÚíÊ^–¹]<íÛéÏÖ]<l^Ú‚¤<íéŠéñ†Ö]<ð]�ù]<líÊ^–¹]<íÛéÏÖ]<l^Ú‚¤<íéŠéñ†Ö]<ð]�ù]<líÊ^–¹]<íÛéÏÖ]<l^Ú‚¤<íéŠéñ†Ö]<ð]�ù]<líÊ^–¹]<íÛéÏÖ]<l^Ú‚¤<íéŠéñ†Ö]<ð]�ù]<l< << << << <

ý<°ÃËjß¹]<ëæ^Ó�<ífŠÞ°ÃËjß¹]<�‚Â<êÖ^¶< <

beneficiaries complaints to the total of beneficiaries

percentage of

_<àÚ<ØÎMA< <

íéÃÛŠÖ]<”ç’ßÖ]V< <

I ‚u]æ<Ýçè<Ùø}<íÚ‚¤]<‡^¨c<ífŠÞ

Service Fulfilment within one day

I ^Ó�Ö]<�‚Â<ØÓÖ<ëæMLL<<ØÓÖ<ÄËjßÚO<†ã�_

Number of Complaints per 100 beneficiaries per

quarter

I < Ùø}< ^ã×u< Üjè<�Ö]< ëæ^Ó�Ö]< < ífŠÞML<

ØÛÂ<Ý^è_

Percentage of Complaint resolved within 10

working days

I <ëæ^Ó�<�‚Âì†içËÖ]<<ØÓÖMLLL<ì…çi^Ê

Number of Billing Complaints per 1000 bills

I <lç’Ö]<ì�çq

Speech Quality

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l^q…�< <

íéÖ^ÃÖ]<íÛéÏÖ]<l]ƒ<l^Ú‚¤]<Epremium charged

servicesDV< <

I íÚ‚¤]<‡^¨c<ífŠÞ<

Percentage of Service Fulfillment

I Ó�Ö]<�‚Â<ØÓÖ<ëæ^MLL<<ØÓÖ<ÄËjßÚO<†ã�_

Number of Complaints per 100 beneficiaries per

quarter

I <Ùø}< ^ã×u< Üjè< �Ö]< ëæ^Ó�Ö]< < ífŠÞ

ëæ^Ó�Ö]<�‚Â<êÖ^¶]<±]<ØÛÂ<êÚçè

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Number ofBilling complaints per 1000 bills

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Quality of Service - tra.gov.om · Percentage of orders for access lines in the Served

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