Electronic and Postal Communications (Quality of Service) G.N. No. 416 (contd) “quality of service” means the collective effect of service performances which determine the degree of satisfaction of a user of the service ; “repeat fault percentage” means the ratio as percentage of repeat faults to the total number of faults in the month; “service cover period” means the time agreed that the services shall be operated to the defined performance standard; “time consistent busy hour” means the one hour period starting at the same time of each day for which the average traffic of the resource group concerned is greatest over the days under consideration; “time to connect call” means time between pressing the send button and receiving a ring tone; “time to confirm instruction to connect” means the maximum time from initiating the call set up command to when this is acknowledged to the user; “time to release call” means the maximum time from initiating the disconnect call command until this command is passed on to the destination network; “time to alert mobile set” means the maximum time from when the public land mobile network receives a call for a mobile set assumed to be within the (coverage area) until the mobile set indicates that a call has been received. PART II POSTAL, CONTENT AND ELECTRONIC COMMUNICATIONS SERVICE LICENSEE OBLIGATIONS Objective of quality of service 4. These regulations are intended to(a) create conditions for customer satisfaction by making known the quality of service which the service provider is required to provide and the user expecting to receive; (b) measure quality of service provided by the service provider from time to time and to compare them with the 5