Electronic and Postal Communications (Quality of Service) G.N. No. 416 (contd) within 30 seconds from the instant when the address information required for setting up a call is received by the network. 4 >95%; Transit/Off-net calls including International >90%; Transmission Delay (milli-Seconds) Includes delay due to equipment End-to- End Transmission Time processing as well as propagation (ITU-T Rec. G.114) delay. 5 A fault report is a report of disrupted service or degraded service that is made by a customer and is attributable to the network of the service provider or any interconnected public network, and that is not found to be invalid. Faults in any equipment on the customer side of the network termination point are excluded. Fault Rate Fault reported per access line per year One way transmission time: < 150 ms Number of faults reported per 100DELs: < 0.5 (Measurements to be made as per ETSI EG 201 769-1) 6 The duration of the instant a fault has been notified by the customer to the service provider to the instant when the service has been restored to the normal working order. Fault Repair Time Time by which valid faults on access lines are repaired (in hours) (Measurements to be made as per ETSI EG 201 769-1) Time to repair:80% within 24 hrs; 90% within 48 hrs MTTR: 5 hrs Repeating faults: <1% 7 The proportion of bills resulting in a customer complaining about the correctness of a given bill. Billing Complaints Percentage of bills resulting in a customer complaint. Billing complaints: <2% (Measurements to be made as per ETSI EG 201 769-1) 8 Complaint Resolution Time Time taken for a service provider The time by which reported to resolve a complaint. complaints have been resolved or percentage of complaints resolved any time stated as an objective by the service provider. (Measurements to be made as per ETSI EG 202 057-1) 9 Customer Care Services 10 100% resolved within 5 working days