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Draft regulation for quality of service (Arabic)

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Draft regulation for quality of service (Arabic)

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Draft regulation for quality of service (Arabic)

  1. 1. <íÚ‚¤]<ìçq<l^fתjÚ<¼e]ç•<íÚ‚¤]<ìçq<l^fתjÚ<¼e]ç•<íÚ‚¤]<ìçq<l^fתjÚ<¼e]ç•<íÚ‚¤]<ìçq<l^fתjÚ<¼e]ç•<íÚ‚¤]<ìçq<l^fתjÚ<¼e]ç•<íÚ‚¤]<ìçq<l^fתjÚ<¼e]ç•<íÚ‚¤]<ìçq<l^fתjÚ<¼e]ç•<íÚ‚¤]<ìçq<l^fתjÚ<¼e]ç•<<<<<<<< <<<<<<<<< < < < < < <ì^{{{{{{¹]<ì^{{{{{{¹]<ì^{{{{{{¹]<ì^{{{{{{¹]EEEEMMMMDDDDVVVV< << << << <<‹ËÞ< 쁅]çÖ]< l]…^fÃÖ]æ< l^Û×Ó×Ö< áçÓè< ¼e]ç–Ö]< å„â< Ý^Óu_< ÐéfŞi< » <íè„éËßjÖ]< äjvñ÷æ< l÷^’i÷]< Üé¿ßi< áçÞ^Î< »< äé×Â< ”ç’ß¹]< îßù] êÞ^Ş×ŠÖ]<Ý牆¹^e<à腁^’Ö]<ØÏßj¹]æ<ke^nÖ]<ê’é}†i<»<æ_<H^ÛãéÖc<…^Ž¹] <ÜÎ…NLKNLLP<<ÜÎ…<êÞ^Ş×ŠÖ]<Ý牆¹^e<…^’Ö]<ØÏßj¹]<“é}†iæMSKNLLQ<H <êÞ^Ş×ŠÖ]<Ý牆¹^e<…^’Ö]<ke^nÖ]<“é}†i<æOP<KNLLU<<Ñ^é‰<˜jÏè<^Ú †}aîßÃÚ“ßÖ]æHØÒàè†Î‚]îßù]íéÖ^jÖ]l]…^fÃÖ]æl^Û×Ó×ÖáçÓè ^Ú^ãßÚê–jÏè†}aîßÃÚ“ßÖ]Ñ^é‰J ì^{{{{{¹]ì^{{{{{¹]ì^{{{{{¹]ì^{{{{{¹]EEEENNNNDDDDVVVV ˆj×è»^ãé×”ç’ß¹]íÚ‚¤]ìçql^fתjÚÐéÏvjeäÖ“}†¹]Ý Ðv×¹]E_DÐÊ]†¹]J ì^¹]ì^¹]ì^¹]ì^¹]EEEEOOOOVDVDVDVD Œ^éÎíéÖbeí‘^¤]æíòé]^â…†ÏiÖ]‚Â]çÏÖ^eäÖ“}†¹] ݈j×è íÚ‚¤]ìçqlør‰»l^Úç×ù^e¾^Ëju÷]æíÚ‚¤]ìçql]†öÚ íòé]^â…‚’iÖ]l]…]†Ï×Ö^ÏÊæJ ]]]]ì^¹ì^¹ì^¹ì^¹EEEEPPPPVDVDVDVD ð]ù] l]†öÚ à †è…^Ïi Üè‚Ïje H†ã_ ímøm ØÒ äÖ “}†¹] ݈j×è ^â…†ÏiÖ]‚Â]çÏ×Öğ^ÏÊæívñøÖ]å„â»^ãé×”ç’ß¹]íÚ‚¤]ìç¢ ^â]‚Âc‚ßÂí΂Ö]놀äé×ÂæHíòé]J íéÖû^e °jéÚçè °jéצ °jËév‘ » †è…^ÏjÖ] Ô×i †Žße ݈j×èæ Ö]‚éÂ]ç¹]æíòé]^⁂€J
  2. 2. ì^{{{{{¹]ì^{{{{{¹]ì^{{{{{¹]ì^{{{{{¹]EEEEQQQQDDDDVVVV íÃq]†Ú íòéã×ÖÖ] †è…^Ïjäiør‰ Ðé΂iæ äÖ “}†¹] ^ãÚ‚Ïè Ö] H^â]†i Ö] …^’¹] àÚ ^âÆæ äjÛ¿Þ_æìçq l^fתj² ^ãjÞ…^ÏÚæ íÚ‚¤]Ðv×¹]»^ãé×”ç’ß¹]E_DH¼e]ç–Ö]å„âàÚÔփ暆Çe ²äÖ“}†¹]ð^ÊæàÚÐÏvjÖ]íÚ‚¤]ìçql^fתjJ HäÖ “}†¹] íÏËÞ î× Hêq…^} ÐÎ‚Ú æ_ ë…^Žj‰de íÞ^Ãj‰ý] ^æ ^ãè‚Öá^Ò]ƒcHäÖ“}†¹]àÚíڂϹ]†è…^ÏjÖ]æl^Þ^éfÖ]Ðé΂iæíÃq]†¹ †è…^ÏjÖ]æ_l^Þ^éfÖ]Ô×ií΁»ÔŽ×Ö^âç‚ih^f‰_J ì^¹]ì^¹]ì^¹]ì^¹]EEEERRRRDDDD ìçql^fתjÚÐéÏvjeäÖ“}†¹]؎Ê]ƒcÐv×¹]»ì…]çÖ]íÚ‚¤]E_DH Ðv×¹]»^ãé×”ç’ß¹]l^Ú]†ÇÖ]íòé]š†ËiEhD“}†¹]ÔÖƒî× íeçת¹]íÚ‚¤]ìçql^fתjÚÐéÏvjeäÚ]ˆjÖcÝ‚ÃÖJ ì^¹]ì^¹]ì^¹]ì^¹]EEEESSSSDDDD Ðv×¹]»^ãé×”ç’ß¹]l^Ú]†ÇÖ]äÖ“}†¹]î×Âíòé]š†ËiEhD Šéñ…†öÚØÓÖ†ã_ímømØÒÐÊ]†¹]Ðv×¹]»x•çÚçâ^ÛÒêE_D»H °jéiû]°éjÖ^£]àÚë_V _I» 쁅]çÖ] íÚ‚¤] ìçq l^fתjÚ Ðéπ äÖ “}†¹] ØŽÊ ]ƒc Ðv×¹]E_Díòé]ä×fÏigf‰æ_…Úáæ‚eJ í×ÛjÓÚæ_íÏé΁Ɔè…^Ïiæ_l^Þ^éeäÖ“}†¹]Ý‚Î]ƒcJ
  3. 3. ì^¹]ì^¹]ì^¹]ì^¹]EEEETTTTDDDD á^Ò]ƒ]؎ʻgfŠÖ]äÖ“}†¹]íéÞ^nÖ]íòËÖ]àÚl^fתj²ð^ÊçÖ]àÚ “}†¹]ìð^ËÒÝ‚ÂçâívñøÖ]å„â»^ãé×”ç’ß¹]íÚ‚¤]ìçqäÖ ±æù] íòËÖ] àÚ H ádʱæù] íòËÖ] àÚ äÖ “}†¹]핆 áçÓè Íç‰ Ç×Öl^eçÏÃÖ]æl^Ú]†Ðv×¹]»^ãé×”ç’ß¹]EhDJ ì^¹]ì^¹]ì^¹]ì^¹]EEEEUUUUDDDD íÖ^u»l^Ú]†ÇÖ]å„âÐéfŞi_‚fèìçql^fתj²ð^ÊçÖ]äÖ“}†¹]ØŽÊ ê–Ú‚ÃeíÚ‚¤]EMND…]†ÏÖ]]„â…æ‚‘àÚ]†ãJ
  4. 4. ×¹]×¹]×¹]×¹]×¹]×¹]×¹]×¹]{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{ÐvÐvÐvÐvÐvÐvÐvÐvEEEEEEEE________DDDDDDDD ql^fתjÚql^fתjÚql^fתjÚql^fתjÚql^fתjÚql^fתjÚql^fתjÚql^fתjÚ{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{íÚ‚¤]ìçíÚ‚¤]ìçíÚ‚¤]ìçíÚ‚¤]ìçíÚ‚¤]ìçíÚ‚¤]ìçíÚ‚¤]ìçíÚ‚¤]ìç EEEEEEEEl]†öÚl]†öÚl]†öÚl]†öÚl]†öÚl]†öÚl]†öÚl]†öÚð]ù]ð]ù]ð]ù]ð]ù]ð]ù]ð]ù]ð]ù]ð]ù]íéŠéñ†Ö]íéŠéñ†Ö]íéŠéñ†Ö]íéŠéñ†Ö]íéŠéñ†Ö]íéŠéñ†Ö]íéŠéñ†Ö]íéŠéñ†Ö]DDDDDDDD MMMMJJJJØÏßj¹]Ìi^]l^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚØÏßj¹]Ìi^]l^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚØÏßj¹]Ìi^]l^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚØÏßj¹]Ìi^]l^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚVVVV ù]l]†öÚù]l]†öÚù]l]†öÚù]l]†öÚíéŠéñ†Ö]ð]íéŠéñ†Ö]ð]íéŠéñ†Ö]ð]íéŠéñ†Ö]ð] íÊ‚ãjŠ¹]íÛéÏÖ]íÊ‚ãjŠ¹]íÛéÏÖ]íÊ‚ãjŠ¹]íÛéÏÖ]íÊ‚ãjŠ¹]íÛéÏÖ] ýí׍^ËÖ]l^¹^Ó¹]ífŠÞl^¹^Ó¹]‚ÂêÖ^¶ Percentage of Calls Dropped àÚØÎ_LzTA íréjÞ„ËßiÖ]l^¹^Ó¹]ífŠÞÝ^u‡ý]» íÓfŽÖ]êÖ^¶ýl^¹^Ó¹]‚ Percentage of Calls Blocked due to network congestion ØÎ_àÚMzMA l^¹^Ó¹]Üé׊i|^¨Ù‚ÃÚêÖ^¶ýl^¹^Ó¹]‚ Handover Success Rate àÚ†nÒ_UUA ýl^¹^Ó¹]|^¨Ù‚ÃÚl^¹^Ó¹]‚ÂêÖ^¶ Call Success Rate àÚ†nÒ_UQA »l^¹^Ó¹]Øè瀈҆ڻíÚ‚¤]†ÊçiífŠÞ l^Îæù]Äé¶ Availability àÚ†nÒ_UUzUA Þì’ÏÖ]íé’ßÖ]Øñ^‰†Ö]Üé׊ið]_ífŠ SMS Delivery Üé׊ig«ULAíé’ßÖ]Øñ^‰†Ö]‚ÂêÖ^¶]àÚ Ùø}ì’ÏÖ]QæÐñ^΁UUAÙø}^ãßÚOLíÏé΁ ØÏßj¹]Ìi^]ÜÎ…ØÏßeíÏ×Ãj¹]ØÒ^Ž¹] Mobile Number portability problems rate àÚØÎ_QMA ^]l^Þ^éeíÚ‚}†ÊçiÄ鶻ØÏßj¹]Ìi†nÒ_àÚUUA
  5. 5. l^Îæù] Mobile Data service availability l^Îæù]Ä鶻éfÖ]¼e†Ö]†Êçi Interconnection Availability àÚ†nÒ_UUzQA lç’Ö]ìçq Speech Quality àÚ†nÒ_OàÚáçÓÚŒ^éÏÚ»l^q…Ql^q… ëæ^Ӎ‚Âì†içËÖ]ì…çi^ÊÌÖ_ØÓÖ beneficiaries billing complaints per 1000 bills àÚØÎ_MzQ °ÃËjß¹]‚ÂêÖ^¶÷°ÃËjß¹]ëæ^ӍífŠÞ beneficiaries complaints to the total number of àÚØÎ_MA ëæ^ӍífŠÞì†içËÖ]Ùø}^ã×uÜjèÖ]MLÝ^è_ ØÛÂc±cëæ^Ӎ‚ÂêÖ^¶ì†içËÖ] Percentage of billing complaints resolved within 10 working days àÚ†nÒ_ULA ëæ^ӍífŠÞì†içËÖ]Ùø}^ã×uÜjèÖ]NLÝçè ØÛÂc±cëæ^Ӎ‚ÂêÖ^¶ì†içËÖ]J Percentage of billing complaints resolved within 20 working days àÚ†nÒ_URA ý]^ø}ÜjiÖ]íéßÚˆÖ]삹]e^rj‰ífŠßÖí ULAíÚ‚¤]ØÚ^ÂíÞæ^ÃÚl^Ú‚}àÚØÎù]î×ÂJ Response time to answer 90% for operator assisted services OLíéÞ^mJ NJíje^nÖ]l^Ú‚~×ÖíéŠéñ†Ö]ð]ù]l]†öÚíje^nÖ]l^Ú‚~×ÖíéŠéñ†Ö]ð]ù]l]†öÚíje^nÖ]l^Ú‚~×ÖíéŠéñ†Ö]ð]ù]l]†öÚíje^nÖ]l^Ú‚~×ÖíéŠéñ†Ö]ð]ù]l]†öÚVVVV íÚ‚¤]Ð^ßÚ»íé×]½çޤ]l^f×ífŠÞ è…^iàÚØÛÂÝ^è_솎ÂÙø}l„ËÞÖ] ^ãf×Üè‚Ïic±cl^fתÖ]‚ÂêÖ^¶ àÚ†nÒ_ULA
  6. 6. Percentage of orders for access lines in the Served Areas completed within 10 working days íÚ‚¤]Ð^ßÚ»íé×]½çޤ]l^f×ífŠÞ è…^iàÚØÛÂÝ^è_트Ùø}l„ËÞÖ] ^ãf×Üè‚Ïic±cl^fתÖ]‚ÂêÖ^¶ Percentage of orders for access lines in the Served Areas completed within 5 working days àÚ†nÒ_SQA ØÓÖÙ^ŞÂù]‚ÂMLLì‚u]çÖ]íߊÖ]»¼} EêŠéñ…ÜŠÏÚØÓÖD )Faults per 100 lines per year( àÚØÎ_MN l^Îæù]Ä鶻íÚ‚¤]†ÊçiífŠÞEÜŠÏÚØÓÖ êŠéñ…D Availability Ò_àÚ†nUUzUUA ífŠÞg«Ö]Ù^ŞÂù]^ãuø‘]Ùø}Äe…_ äÂ^‰àè†{ŽÂæ (Percentage of faults to be cleared within 24 hours) †nÒ_ULA ífŠÞg«Ö]Ù^ŞÂù]^ãuø{‘]Ùø{}°ß{m] °Ãf‰æíÂ^‰ Percentage of faults to be cleared within 72 hours àÚ†nÒ_UUzQA í×Ú^ÃÖ]íéÚçÛÃÖ]Ìi]ç]ífŠÞc±c‚ÂêÖ^¶ ^ãféÒ†iÖ]íéÚçÛÃÖ]Ìi]ç] Percentage of payphones in working order to the total number of public payphones àÚ†nÒ_URA íf{{{ŠÞl^{{{¹^Ó¹]à{{{Úí×{{{^ËÖ]l^{{{¹^Ó¹]í{{{é×] ŞÖ]l^Ê^Š¹]æíje^nÖ]í×èç Unsuccessful call ratio for local and national fixed calls àÚØÎ_MA íje^nÖ]íéÖæ‚Ö]l^¹^Ó¹]àÚí׍^ËÖ]l^¹^Ó¹]ífŠÞ Unsuccessful call ratio for international fixed calls àÚØÎ_NA cl^Îæù]Ä鶻éfÖ]¼e†Ö]†Êçiíè…]†Ûj‰ àÚ†nÒ_UUzQA
  7. 7. Availability of interconnection ç’Ö]ìçql Speech Quality àÚ†nÒ_OàÚáçÓÚŒ^éÏÚ»l^q…Ql^q… ì†içËÖ]ìçqà°ÃËjß¹]ð^•…ífŠÞ Percentage of satisfied beneficiaries with billing quality àÚ†nÒ_ULA IíÞ^é’Ö]àÂð^•†Ö]ífŠÞ Percentage of satisfaction with maintainability àÚ†nÒ_TQA °ÃËjßÛ×ÖÝ^ÃÖ]ð^•†Ö]ífŠÞ Percentage of overall beneficiaries satisfaction àÚ†nÒ_TQA Il^Ú‚¤] à °ÃËjß¹] ð^•… ífŠÞ íڂϹ]íéÊ^•ý] Percentage of beneficiaries’ satisfaction with supplementary services. _àÚ†nÒTQA ì‚Â^Š¹]l^Ú‚}à°ÃËjß¹]ð^•…ífŠÞ Percentage of satisfied beneficiaries with the help services àÚ†nÒ_ULA æíÓfŽÖ]ð]_à°ÃËjß¹]ð^•…ífŠÞ ^â†Êçiæ^ãjè^ÛjÂ] Percentage of satisfaction with network performance, reliability availability. àÚ†nÒ_ULA ëæ^Ӎ‚Âì†içËÖ]ì…çi^ÊÌÖ_ØÓÖ beneficiaries billing complaints per 1000 bills àÚØÎ_MzQ °ÃËjß¹]‚ÂêÖ^¶÷°ÃËjß¹]ëæ^ӍífŠÞ beneficiaries complaints to the total number of beneficiariespercentage of àÚØÎ_MA ëæ^ӍífŠÞ]ì†içËÖÙø}^ã×uÜjèÖ]MLÝ^è_ çËÖ]ëæ^Ӎ‚ÂêÖ^¶]±]ØÛÂì†i Percentage of billing complaints resolved within 10 working days àÚ†nÒ_ULA
  8. 8. ëæ^ӍífŠÞì†içËÖ]Ùø}^ã×uÜjèÖ]NL ØÛÂÝçèc±cëæ^Ӎ‚ÂêÖ^¶ì†içËÖ]J Percentage of billing complaints resolved within 20 working day àÚ†nÒ_URA ífŠßÖíe^rj‰÷]^ø}ÜjiÖ]íéßÚˆÖ]삹] ULAØÚ^ÂíÞæ^ÃÚl^Ú‚}àÚØÎù]î× íÚ‚¤]J Response time to answer 90% for operator assisted services OLíéÞ^mJ OOOOJJJJíÚ^ÃÖ]l^Þ^éfÖ]íÚ‚}íÚ^ÃÖ]l^Þ^éfÖ]íÚ‚}íÚ^ÃÖ]l^Þ^éfÖ]íÚ‚}íÚ^ÃÖ]l^Þ^éfÖ]íÚ‚} íߊÖ]»¼}íñ^ÚØÒ»Ù^ŞÂù] Faults per 100 lines per year àÚØÎ_MNØŞÂ Ùø}^ãuø‘]g«Ö]Ù^ŞÂù]ífŠÞNP íÂ^‰ Percentage of faults to be cleared within 24 hours àÚ†nÒ_ULA Ð^ßÚ » íé×] ½çޤ] l^f× ífŠÞ Ùø}l„ËÞÖ]íÚ‚¤]MLè…^iàÚÝ^è_ ^ãf×Üè‚ÏiJ Percentage of orders for access lines in the Served Areas completed within 10 working days àÚ†nÒ_ULA Ð^ßÚ » íé×] ½çޤ] l^f× ífŠÞ Ùø}l„ËÞÖ]íÚ‚¤]Qè…^iàÚÝ^è_ ^ãf×Üè‚ÏiJ Percentage of orders for access lines in the Served Areas completed within 5 working days àÚ†nÒ_SQA àÓµ Ö] íÛñ^ÏÖ] løé‘çjÖ] ì^Â] ífŠÞàÚ†nÒ_ULA
  9. 9. ^ãf×àÚl^Â^‰Äe…_Ùø}^^ÛÒ] Percentage of reconfigurations of established connections completed within 4 hours »äé×ÂÐËjÚçâ^ÚàÂÐÊ‚jÖ]ÇiífŠÞ íÚ‚¤]íéÎ^Ëi] Throughput àÚØÎ_MLA áçÓÚŒ^éÏÚî×°ÃËjß¹]ð^•…Œ^éÏÚ àÚQl^q… Bbeneficiaries Satisfaction on a 5 grade scales àÚØ–Ê_OzQíq… ‚ êÖ^¶÷ °ÃËjß¹] ëæ^Ӎ ífŠÞ °ÃËjß¹] beneficiaries complaints to the total number of beneficiaries percentage of ÚØÎ_àMA Ùø}^ã×uÜjèÖ]°ÃËjß¹]ëæ^ӍífŠÞ ëæ^ӎÖ]‚ÂêÖ^¶÷ØÛÂÝ^è_솎 beneficiaries complaints resolved within 10 working days to the total number of complaints percentage of àÚ†nÒ_ULA PPPPJJJJl]†öÚl]†öÚl]†öÚl]†öÚð]ù]ð]ù]ð]ù]ð]ù]] íÚ‚¤] Øێiæ kÞÞþÖ ƒ^ËßÖ] l^Ú‚¤ íÚ‚¤]] íÚ‚¤] Øێiæ kÞÞþÖ ƒ^ËßÖ] l^Ú‚¤ íÚ‚¤]] íÚ‚¤] Øێiæ kÞÞþÖ ƒ^ËßÖ] l^Ú‚¤ íÚ‚¤]] íÚ‚¤] Øێiæ kÞÞþÖ ƒ^ËßÖ] l^Ú‚¤ íÚ‚¤] Ðè† à íè^ÃÖ Ðè† à íè^ÃÖ Ðè† à íè^ÃÖ Ðè† à íè^ÃÖÙ^’i÷]Ù^’i÷]Ù^’i÷]Ù^’i÷] êËi^]êËi^]êËi^]êËi^]EEEEDial UpDDDD†qö¹]½çޤ]æ†qö¹]½çޤ]æ†qö¹]½çޤ]æ†qö¹]½çޤ]æììììVVVV àÚ íÚ‚¤] ØéÃËjÖ íΆÇjŠ¹] íéßÚˆÖ] 삹] gתÖ]Üè‚Ïiè…^iE(Service activation Time IÙ^’i÷]êËi^]EDial UpD I†qö¹]¼¤])(leased line I‚u]æØÛÂÝçèàÚØÎ_ IàÚØÎ_SØÛÂÝ^è_ íÚ‚¤]±cƒ^ËßÖ] _D¹]à{Ú†{nÒùƒ^Ëß×ÖíΆÇjŠ¹]íéßÚˆÖ]ì‚ UQAl÷æ^¦àÚƒ^ËßÖ]J OLíéÞ^m
  10. 10. Time to access for more than 95 % of the login attempts hDí{{{Ú‚}†Êç{{{Úí{{{ŞÏÞ±cƒ^{{{ËßÖ]íf{{{ŠÞ k{ÞÞý]EPercentage of accessing the ISP node atDV I±æù]íÖæ^]àÚ)from first attempts( IÖ]íÖæ^]àÚíéÞ^n)from second attempts( IínÖ^nÖ]íÖæ^]àÚ)from third attempts( ITLA IULA IMLLA í{{Ú‚}†Êç{{Úí{{ŞÏÞ†Êç{{iÝ‚{{ÃÖí{{éßÚˆÖ]ì‚{{¹] ‚u]æ†ãÙø}kÞÞý] ISP node unavailability in one month OLíÏé΁ ݈£]á]‚ÏÊífŠÞ Packet loss àÚØÎ_MA l^Îæù]Ä鶻íÚ‚¤]†ÊçiífŠÞ Availability àÚ†nÒ_UUA ݈{uÙ^{‰…]»}`{j×ÖíΆÇj{Š¹]í{éßÚˆÖ]삹] l^Úç×ù] Latency •íé×]ELocalD •íéÖæ‚Ö]EInternationalD •MQL–NLLíéÞ^mê××éÚ •NLLINQLíéÞ^mê××éÚ ì†içËÖ^eÐ×Ãj¹]ð]ù]V Iëæ^ӍífŠÞËÖ]ì†içì…çi^Êíñ^ÚØÓÖJ Billing complaints per 100 bills issued Iëæ^Ó{{íf{{ŠÞì†iç{{ËÖ]^ã{{×uÜj{{è{{Ö] Ùø{{{}NLØ{{{ÛÂÝç{{{è±cc‚{{{ÂêÖ^{{{¶ ì†içËÖ]J IàÚØÎ_MA IàÚ†nÒ_URA
  11. 11. Percentage of billing complaints resolved within 20 working days. Iì^{ÂýíΆÇj{Š¹]íéßÚˆÖ]삹]MLLAà{Ú ¹]á^Û–Ö]ÈÖ^fÚ‚{Ãeğ^Ú‚{ÏÚíÂçÊ‚¹]êÖ^ l‚qæácHíÚ‚¤]ð^ãÞc Time for refund of deposits after closure if applicable IOLÝçè QQQQJJJJl]†öÚl]†öÚl]†öÚl]†öÚð]ù]ð]ù]ð]ù]ð]ù]Ñ^ŞßÖ]í–è†Âƒ^ËßÖ]l^Ú‚¤íÚ‚¤]Ñ^ŞßÖ]í–è†Âƒ^ËßÖ]l^Ú‚¤íÚ‚¤]Ñ^ŞßÖ]í–è†Âƒ^ËßÖ]l^Ú‚¤íÚ‚¤]Ñ^ŞßÖ]í–è†Âƒ^ËßÖ]l^Ú‚¤íÚ‚¤] íÚ‚¤]ØéÃËjÖíΆÇjŠ¹]íéßÚˆÖ]ìËÖ] Service activation Time àÚØÎ_SØÛÂÝ^è_ ØÓÖ Ù^ŞÂù] ‚ÂMLLì‚u]çÖ] íߊÖ] » ¼} E¼ÏÊíje^nÖ]½çŞ~×ÖD àÚØÎ_MN Ùø}^ãuø‘cÖ]Ù^ŞÂù]ífŠÞNPíÂ^‰ ±ccÙ^ŞÂù]‚ÂêÖ^¶E¼ÏÊíje^nÖ]½çŞ~×ÖD àÚ†nÒ_ULA Ùø}l]…^Š¹]ælø‘çÖ]Ñ^ŞÞÙøÇj‰cífŠÞ ìæ…„Ö]l^Â^‰ Bandwidth Utilization during the busy hours àÚ†nÒ_SLA ˜è†ÃÖ]Ñ^ŞßÖ]Øé‘çjÖ톊Ö]ífŠÞEØèˆßi l^Úç×ù] D ƒ^ËßÖ] íÚ‚} †ÊçÚ íŞÏÞ àÚc± » ^ãé× ”ç’ß¹] 톊×Ö ÄËjß¹]cíéÎ^Ëi íÚ‚¤]EBroadband connection Speed (download) from ISP node to the beneficiariespercentage of D •êÓ׊Ö]Ewired broadband servicesD •ëçè]†Ö]Ewireless broadband servicesD •MLLA»ì‚]톊Ö]àÚcíÚ‚¤]íéÎ^Ëi •_ àÚ †nÒTL AífŠßÖ^e 쁂] 톊Ö] àÚ èçè]†Ö]˜è†ÃÖ]Ñ^ŞßÖ]l^Ú‚¤í
  12. 12. íÓfŽÖ]»}`jÖ] Network Latency æ^rjè÷á_g«Ñ^ŞßÖ]Ý‚~jŠÚàÚíÓfŽÖ]}`i‡ Ñ^ŞßÖ] íÓf àÛ• l÷^’iý] Äé¶ ±] ˜è†ÃÖ] àÚ†nÒ_íé×]˜è†ÃÖ]MLLíéÞ^mê××ÚJ íÚ‚} †ÊçÚ íŞÏÞ áçÓi Ö] íéßÚˆÖ] 삹] ‚u]æ†ãÙø}ì†ÊçjÚÆkÞÞý]J ISP node unavailability in a month OLíÏé΁ ݈£]á]‚ÏÊífŠÞ Packet loss àÚØÎ_MA l^Îæù]Ä鶻íÚ‚¤]†ÊçiífŠÞ Availability àÚ†nÒ]UUA ì†içËÖ^eÐ×Ãj¹]ð]ù]V Iëæ^Ӎ‚Âì†içËÖ]ì…çi^Êíñ^ÚØÓÖJ Number of Billing complaints per 100 bills issued I ëæ^Ӎ ífŠÞì†içËÖ]^ã×u Üjè Ö] Ùø}NL ØÛ Ýçè±cc‚ êÖ^¶ ]ëæ^ÓŽÖ Percentage of billing complaints resolved within 20 working days. Iì^ÂýíΆÇjŠ¹]íéßÚˆÖ]삹]MLLAàÚ ‚Ãeğ^Ú‚ÏÚíÂçÊ‚¹]êÖ^¹]á^Û–Ö]ÈÖ^fÚ l‚qæácHíÚ‚¤]ð^ãÞc Time for refund of deposits after closure if applicable IàÚØÎ_M IàÚ†nÒ_URA IOLÝçè RRRRJJJJíéÖæ‚Ö]íéiç’Ö]l^Ú‚~×ÖíéŠéñ†Ö]ð]ù]l]†öÚíéÖæ‚Ö]íéiç’Ö]l^Ú‚~×ÖíéŠéñ†Ö]ð]ù]l]†öÚíéÖæ‚Ö]íéiç’Ö]l^Ú‚~×ÖíéŠéñ†Ö]ð]ù]l]†öÚíéÖæ‚Ö]íéiç’Ö]l^Ú‚~×ÖíéŠéñ†Ö]ð]ù]l]†öÚVVVV í¹^Ó¹]ð]†q]ð‚e»íΆÇjŠ¹]íéßÚˆÖ]삹]E °Þ†Ö]íÛÇÞÅ^îjuæÜΆÖ]†èæ‚i‚ÃeD Call Set Up Time (Post dialing delay to ring tone) àÚØÎ_PêÞ]çm
  13. 13. ‡ý]ífŠÞl^Â^‰Ùø}íÒ†v×Ö…^ŠÚØÓÖÝ^u ìæ…„Ö] Congestion level per Traffic ROUTE During busy hours àÚØÎ_NA l^Â^‰ Ùø} í׍^ËÖ] íéÖæ‚Ö] l^¹^Ó¹] ífŠÞ íÒ†v×Öìæ…„Ö]c±cl^¹^Ó¹]‚ÂêÖ^¶ Unsuccessful Call Ratio during busy hour àÚØÎ_OA †möÚØŞÂí¢^ÃÚ»íΆÇjŠ¹]íéßÚˆÖ]삹] £]î×ÂíéŠéñ…íéj€íéßeíבæ»íÒ† Resolution time of a Backbone Link fault impacting traffic àÚØÎ_Pl^Â^‰ †möÚØŞÂí¢^ÃÚ»íΆÇjŠ¹]íéßÚˆÖ]삹] êÖæ‚Ö]„Ëß¹]»íÒ†£]î× Resolution time of International Gateway fault impacting traffic ]æíÂ^‰àÚØÎ_ì‚u l^Â^‰ Ùø} ܉^Ϲ] l^¢^ÃÚ íÖç· ífŠÞ ܉^ÏÛ×Öìæ…„Ö] Switch Processor Load during busy hours _àÚØÎTQA íéÖæ‚Ö]܉^Ϲ^eï‚’Ö]l^ÃÞ^ÚÝ]‚~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 àÚØ–Ê_OàÚáçÓÚŒ^éÏÚàÚl^q…Q l^q… SSSSJJJJíè†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 l^Îæù]Ä鶻íÚ‚¤]†ÊçiífŠÞ Availability UUzUQA l]†öÚcíÚ‚¤]ïçjŠÚíéÎ^Ëi Parameters according to SLA gŠucíÚ‚¤]ïçjŠÚíéÎ^Ëi
  14. 14. TJù]l]†öځù]l]†öځù]l]†öځù]l]†öÚíèÖ]Øe]çÓÖ]íÚ‚¤íéŠéñ†Ö]ð]íèÖ]Øe]çÓÖ]íÚ‚¤íéŠéñ†Ö]ð]íèÖ]Øe]çÓÖ]íÚ‚¤íéŠéñ†Ö]ð]íèÖ]Øe]çÓÖ]íÚ‚¤íéŠéñ†Ö]ð]V l^Îæù]Ä鶻íÚ‚¤]†ÊçiífŠÞ Availability UUzUQA l]†öÚcíÚ‚¤]ïçjŠÚíéÎ^Ëi Parameters according to SLA gŠucíÚ‚¤]ïçjŠÚíéÎ^Ëi UJÙ^’iý]l^Î^Şel^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚÙ^’iý]l^Î^Şel^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚÙ^’iý]l^Î^Şel^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚÙ^’iý]l^Î^Şel^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚVVVV °ÃËjß¹]ëæ^ӍífŠÞýß¹]‚ÂêÖ^¶°ÃËj Percentage of beneficiaries complaints to the total number of beneficiaries àÚØÎ_MA ÷^’i÷]l^Î^Şfeí‘^¤]°ÃËjß¹]ëæ^Ӎ‚ ØÓÖíéÖæ‚Ö]MLLLíÎ^Şe number of beneficiaries complaints on international calling cards per 1000 cards àÚØÎ_M MLMLMLMLJJJJíéñ^–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 l^Îæù]Ä鶻íÚ‚¤]†ÊçiífŠÞ Availability àÚ†nÒ_UUzUQA l]†öÚcíÚ‚¤]ïçjŠÚíéÎ^Ëi Parameters according to SLA gŠucíÚ‚¤]ïçjŠÚíéÎ^Ëi MMMMMMMMJJJJí‘^¤]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^ӍífŠÞàñ^eˆÖ] Percentage of beneficiaries to the total number of complaints _àÚØÎMA l]†öÚcíÚ‚¤]ïçjŠÚíéÎ^Ëi Parameters according to SLA gŠucíÚ‚¤]ïçjŠÚíéÎ^Ëi MNMNMNMNJJJJì†qö¹]½çޤ]íÚ‚¤íéŠéñ†Ö]ð]ù]l]†öÚì†qö¹]½çޤ]íÚ‚¤íéŠéñ†Ö]ð]ù]l]†öÚì†qö¹]½çޤ]íÚ‚¤íéŠéñ†Ö]ð]ù]l]†öÚì†qö¹]½çޤ]íÚ‚¤íéŠéñ†Ö]ð]ù]l]†öÚEEEEíéÖæ‚Ö]æíé×]íéÖæ‚Ö]æíé×]íéÖæ‚Ö]æíé×]íéÖæ‚Ö]æíé×]VDVDVDVD ù]Ä鶻íÚ‚¤]†ÊçiífŠÞl^Îæ Availability UUzUQA
  15. 15. íé×]V I» l^fת×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} íߊÖ] failures per 100 beneficiaries per quarter IÞ Üjè Ö] Ù^ŞÂù] ífŠc^ÏÊæ ^ãuø‘ »ì‚]ì‚Û×ÖcíÚ‚¤]íéÎ^Ëi percentage of resolved faults within the time duration specified in SLA I_àÚ†nÒULA I IàÚØÎ_MLÙ^ŞÂ_ IàÚ†nÒ_ULA íéÖæ‚Ö]V I» l^fת×Ö ¼e†Ö] ÊçjÖ ð^ÊçÖ] ífŠÞ »ì‚]‚éÂ]ç¹]cíÚ‚¤]íéÎ^Ëi Percentage of fulfilment of Supply Time for Connection as per SLA I ØÓÖ Ù^ŞÂù] ‚ÂMLL» †qöÚ ¼} íߊÖ] failures per 100 beneficiaries per quarter IØŞÂí¢^ÃÚ»íΆÇjŠ¹]íéßÚˆÖ]삹] íéj€íéßeíבæ»íÒ†£]î׆möÚ íéŠéñ… Resolution time of a Backbone Link fault impacting traffic I Üjè Ö] Ù^ŞÂù] ífŠÞc^ÏÊæ ^ãuø‘ »ì‚]ì‚Û×ÖcíÚ‚¤]íéÎ^Ëi percentage of resolved faults within the time duration specified in SLA I_†nÒULA IàÚØÎ_MLÙ^ŞÂ_ IØÎ_Pl^Â^‰ 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^ӍífŠÞ°ÃËjß¹]‚ÂêÖ^¶ beneficiaries complaints to the total of beneficiaries percentage of _àÚØÎMA
  16. 16. íéÃÛŠÖ]”ç’ßÖ]V I‚u]æÝçèÙø}íÚ‚¤]‡^¨cífŠÞ Service Fulfilment within one day I^ӎÖ]‚ÂØÓÖëæMLLØÓÖÄËjßÚO†ã_ Number of Complaints per 100 beneficiaries per quarter IÙø}^ã×uÜjèÖ]ëæ^ӎÖ]ífŠÞML ØÛÂÝ^è_ Percentage of Complaint resolved within 10 working days Iëæ^Ӎ‚Âì†içËÖ]ØÓÖMLLLì…çi^Ê Number of Billing Complaints per 1000 bills Ilç’Ö]ìçq Speech Quality IàÚ†nÒ_UQA IàÚØÎ_Qëæ^Ӎ IàÚ†nÒ]UQA Iì‚u]æïçӍ IàÚî×Â_PàÚáçÓÚŒ^éÏÚàÚl^q…Q l^q… íéÖ^ÃÖ]íÛéÏÖ]l]ƒl^Ú‚¤]Epremium charged servicesDV IíÚ‚¤]‡^¨cífŠÞ Percentage of Service Fulfillment IӎÖ]‚ÂØÓÖëæ^MLLØÓÖÄËjßÚO†ã_ Number of Complaints per 100 beneficiaries per quarter IÙø} ^ã×u Üjè Ö] ëæ^ӎÖ] ífŠÞ ëæ^ӎÖ]‚ÂêÖ^¶]±]ØÛÂêÚçè Iëæ^Ӎ‚Âì†içËÖ]ØÓÖMLLLì…çi^Ê Number ofBilling complaints per 1000 bills IgתÖ]î×Âð^ße IàÚØÎ_Qëæ^Ӎ IàÚ†nÒ]UUA Iì‚u]æïçӍ
  17. 17. ×¹]×¹]×¹]×¹]×¹]×¹]×¹]×¹]ÐvÐvÐvÐvÐvÐvÐvÐvEEEEEEEEhhhhhhhhDDDDDDDD ÇÖ]ÇÖ]ÇÖ]ÇÖ]ÇÖ]ÇÖ]ÇÖ]ÇÖ]{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{{l^Ú]†l^Ú]†l^Ú]†l^Ú]†l^Ú]†l^Ú]†l^Ú]†l^Ú]† MMMMIIIIíé‰^‰ù]íéiç’Ö]l^Ú‚¤]íé‰^‰ù]íéiç’Ö]l^Ú‚¤]íé‰^‰ù]íéiç’Ö]l^Ú‚¤]íé‰^‰ù]íéiç’Ö]l^Ú‚¤]EEEEíje^nÖ]½çޤ]íje^nÖ]½çޤ]íje^nÖ]½çޤ]íje^nÖ]½çޤ]VDVDVDVD íéŠéñ†Ö]ð]ù]l]†öÚíéŠéñ†Ö]ð]ù]l]†öÚíéŠéñ†Ö]ð]ù]l]†öÚíéŠéñ†Ö]ð]ù]l]†öÚ MMMMJJJJ†ã_ímømØÓÖíÚ]†ÇÖ]†ã_ímømØÓÖíÚ]†ÇÖ]†ã_ímømØÓÖíÚ]†ÇÖ]†ã_ímømØÓÖíÚ]†ÇÖ] ØÓÖÙ^ŞÂù]MLLì‚u]çÖ]íߊÖ]»¼} ØÓÖêÞ^ÛÂÙ^è…Í÷a트‚ÃÖ]à‚èˆèØŞÂ ¹]äe|çÛŠ ù]ífŠÞÙø}^ãuø‘cÜjèÖ]Ù^ŞÂNPíÂ^‰ ØÓÖêÞ^ÛÂÙ^è…Í÷a트MAífŠßÖ]àÂØÏi ^ãe|çÛŠ¹] ù]ífŠÞÙø}^ãuø‘cÜjèÖ]Ù^ŞÂSNíÂ^‰ ØÓÖêÞ^ÛÂÙ^è…Í÷a트MAífŠßÖ]àÂØÏi ^ãe|çÛŠ¹] æíé×]l^¹^Ó¹]àÚí׍^ËÖ]l^¹^Ó¹]ífŠÞl^Ê^Š¹] íje^nÖ]í×èçŞÖ] ØÓÖêÞ^ÛÂÙ^è…Í÷a트MAífŠßÖ]à‚èˆi ^ãe|çÛŠ¹] Ð^ßÚ » ƒ^ËßÖ] ½çŞ} l^f× „éËßi ífŠÞ Ùø}íÚ‚¤]Ùø}æØÛÂÝ^è_트솎ÂÝ^è_ ØÛ ØÓÖêÞ^ÛÂÙ^è…Í÷a트LzMAífŠßÖ]àÂØÏi ^ãe|çÛŠ¹] ì†içËÖ]ëæ^ӍífŠÞì†içËÖ]ëæ^ӍífŠÞì†içËÖ]ëæ^ӍífŠÞì†içËÖ]ëæ^ӍífŠÞVVVV ^ӎÖ]Ùø}^ã×uÜjèÖ]ëæMLØÛÂÝ^è_ Ùø}^ã×uÜjèÖ]ëæ^ӎÖ]NLØÛÂÝ^è_ ØÓÖêÞ^ÛÂÙ^è…Í÷a트MAífŠßÖ]à‚èˆi ^ãe|çÛŠ¹] ØÓÖêÞ^ÛÂÙ^è…Í÷a트MAŠßÖ]à‚èˆiíf ^ãe|çÛŠ¹]
  18. 18. ëæ^Ӎ‚Âì†içËÖ]ì…çi^ÊÌÖ_ØÓÖ ëæ^ӍífŠÞì†içËÖ]°ÃËjß¹]‚ÂêÖ^¶÷ à‚èˆiì…çi^ÊØÓÖÙ^è…Í÷a트MzQ ØÓÖêÞ^ÛÂÙ^è…Í÷a트MAífŠßÖ]à‚èˆi ^ãe|çÛŠ¹] l^Ú‚¤ì…]çÖ]l^¹^Ó¹]îׁ†×ÖцÇjŠ¹]àÚˆÖ] l÷^’i÷]ˆÒ†Ú ØÓÖêÞ^ÛÂÙ^è…ÌÖ_MA|çÛŠ¹]ífŠßÖ]à‚èˆi ^ãe ^’Ö]íéÚçÛÃÖ]Ìi]ç]ífŠÞØÛÃ×Öí£ ØÓÖêÞ^ÛÂÙ^è…Í÷a트MAífŠßÖ]àÂØÏi ^ãe|çÛŠ¹] ÜŠÏÚ ØÓÖ l^Îæù] Äé¶ » íÚ‚¤] †Êçi ífŠÞ êŠéñ… ØÓÖêÞ^ÛÂÙ^è…Í÷a트LzMAífŠßÖ]àÂØÏi ^ãe|çÛŠ¹] l^Îæù]Ä鶻éfÖ]¼e†Ö]†Êçi ØÓÖêÞ^ÛÂÙ^è…Í÷a트LzMAífŠßÖ]àÂØÏi |çÛŠ¹]^ãe lç’Ö]ìçq àÂØÏiíq…ØÓÖêÞ^ÛÂÙ^è…Í÷aímømOl^q… ì†içËÖ]ìçqà°ÃËjß¹]^•…ífŠÞ ímømØÓÖêÞ^ÛÂÙ^è…Í÷aMAífŠßÖ]àÂØÏi ^ãe|çÛŠ¹] ì‚Â^Š¹]l^Ú‚}à°ÃËjß¹]^•…ífŠÞ ímømØÓÖêÞ^ÛÂÙ^è…Í÷aMAífŠßÖ]àÂØÏi ^ãe|çÛŠ¹] fŠÞ^ãjè^ÛjÂ]æ íÓfŽÖ] ð]_ à °ÃËjß¹] ^•… í ^â†Êçiæ ímømØÓÖêÞ^ÛÂÙ^è…Í÷aMAífŠßÖ]àÂØÏi ^ãe|çÛŠ¹] NNNNIIIIíé‰^‰ù]íéiç’Ö]l^Ú‚¤]íé‰^‰ù]íéiç’Ö]l^Ú‚¤]íé‰^‰ù]íéiç’Ö]l^Ú‚¤]íé‰^‰ù]íéiç’Ö]l^Ú‚¤]EEEEí×Ïßj¹]l^Ú‚¤]í×Ïßj¹]l^Ú‚¤]í×Ïßj¹]l^Ú‚¤]í×Ïßj¹]l^Ú‚¤]DDDDVVVV í׍^ËÖ]l^¹^Ó¹]ífŠÞl^¹^Ó¹]‚ÂêÖ^¶÷ ØÓÖêÞ^ÛÂÙ^è…Í÷a트MAiífŠßÖ]àÂ‚èˆ ãe|çÛŠ¹]^ ý] gfŠe „Ëßi Ö] l^¹^Ó¹] ífŠÞ» Ý^u‡ íÓfŽÖ]l^¹^Ó¹]‚ÂêÖ^¶÷ ØÓÖêÞ^ÛÂÙ^è…Í÷a트MAiífŠßÖ]àÂ‚èˆ ^ãe|çÛŠ¹]
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