APPENDIX ON MEANING OF THE QOS PARAMETERS & MEASUREMENT METHODOLOGY (a) Service Provisioning/ Activation Time: 1. The service provisioning/ activation time means the time taken from the date of receipt of an application to the date when the service is activated. 2. Technically Non Feasible (TNF) cases such as unavailability of Broadband infrastructure/ equipment in the Area or Spare Capacity i.e. Broadband Ports including equipment to be installed at the customer premises for activating Broadband connection shall be excluded from the calculation of this parameter. Also, problems relating to customer owned equipment such as PC, LAN Card/USB Port and internal wiring or non-availability of such equipment shall be excluded from the calculation of this parameter. (b) Fault Repair/ Restoration Time: 1. Fault Repair/ Restoration Time mean the time taken to restore an existing customer’s service to operational level from the time that a problem or fault is reported. 2. Only those complaints, which have been registered till the close of the business hours of the day, will be taken into account. Complaints registered after the business hours will be taken as being registered in the next day business hours. At the same time, faults due to the customer premises equipment which is owned by customer such as computer hardware and software including LAN card/USB Ports etc. shall be excluded from the measurement of performance against this benchmark, as the service provider is not directly responsible for these faults. Billing Performance: The percentage of bills resulting in a customer complaint indicates the billing performance. Billing complaints percentage = Total number of disputed bills X 100 Total number of bills issued during one billing cycle. Billing complaints deals with the percentage of complaints received related to billing, time taken for the resolution of the complaints and also time for making the refund to the customer. (d) Bandwidth Utilization/Throughput: 1. The measurement of the bandwidth utilization for network links can be made using a traffic monitoring tool (software/hardware) 2. The Internet Service Provider could offer a good quality of service to the customers only if there is enough bandwidth in the Access segment, long distance segment. The Access segment is entirely managed and operated by the ISP. The broadband service can be provided through DSL, OFC, VSAT and Rwanda Utilities Regulatory Agency 9