the customer shall be made known to the customers by the service provider 11 within a period of 3 months of coming into effect of these Guidelines. Data download speed = Size of the test file (data) in ISP Server Transmission time required for error free transfer of the entire data (d) Service Availability/ uptime: Service availability/ uptime is the measure of the degree to which the Broadband access network including ISP Node is operable and not in a state of failure or outage at any point of time for all users. It also includes the upstream connectivity uptime. Therefore, it measures the total downtime of the network for all users, including the LAN Switches, Routers, Servers, e-mail facilities etc at ISP Node and connectivity to upstream service providers over a period of one quarter. Service Availability = (Total operational hours – Total hours of service downtime) X 100% Total operational hours The Agency has fixed the benchmark for this parameter, keeping in view the fact that Broadband being an always on connection the downtime should be minimal. Downtime for the purpose of upgrading or routine maintenance of the network system shall be excluded from the calculation of the service availability/ uptime provided that users are informed in advance of any such up gradation or maintenance action. (e) Latency: The proposed benchmark of < 150 msec for latency from User to IGSP Gateway is too adequate. The reference points are as User, ISP Node/POP and IX/IGSP nodes. Considering the fact that the latency measurement to IX/IGSP Gateway reference point is more holistic than measuring the latency for each component of the network, the Agency felt that the User (Reference Point) to International Gateway (IGSP/IX) shall be specified and decided that the parameter shall be < 150 msec, which is easily achievable. (f) Packet Loss: The Agency has decided <3% and this parameter may be changed. Packet Loss and Latency Measurement: 1. Packet Loss: Packet loss is the percentage of packets lost to the total packets transmitted between two designated CPE / Router Ports. 2. Network Latency: Latency is the measure of duration of a round trip for a data packet between specific source and destination Router Port/ Customer Premises Equipment (CPE). 3. Packet Loss and Latency Parameters indicate the quality of Broadband access network equipment including leased line resources used as well as the equipment at the ISP/ Service Provider Node. Being responsible to the Rwanda Utilities Regulatory Agency