Parameter Formula Target Urban Time to Restore Service (TTR) Rural Time service restored - Time reported 85% in 24 H and 99% in 72H for radio BTS (2G, 3G, 4G) 95% in 12H for BSC/RNC (2G, 3G) 95% in 6H for commutation (2G, 3G, 4G) 95% in 24H for local transmission (2G, 3G, 4G) 7. NON-TECHNICAL QUALITY OF SERVICE PARAMETER FOR ALL SERVICES Every Service Providers shall meet the following non-technical Quality of Service standards set for all services in respect of each specified parameter measured by test traffic in any locality and shall submit a report in the reporting period based on daily conditions. Table 7: Non-Technical Quality of Service Parameter for all Services Parameter Measurement Method Description Target Formula Urban Service Availability Service Availability means the percentage of the time a system stays operational over a period of time. (Total Operational hours over a reporting period – Total downtime over a reporting period) / Total operational hour over a reporting period X 100% >95% Supply time for initial connection The duration from the instant of a valid service order being received by a direct Telecommunications Operator to the instant a working service is made available for use. Time Service OperationalTime Payment of Service ≤5 working days Fault Repair Time The duration from the instant a fault has been notified by the customer to the published point of contact of a Telecommunications Operator to the instant when the service element or service has been restored to normal working order. The time taken to restore a service to working order after receiving valid fault reports. Fixed Services : ≥ 90% in five (5) working days Mobile Services: ≥ 90% in two (2) working days Fault Report Submission Rate The number of valid fault reports received by an operator per customer per reporting period. Number of valid fault reports per access line per Reporting Period 19 Rural >90% Fixed Services: ≥ 80% in five (5) working days Mobile Services: ≥ 85% in three (3) working days <0.002% of customers in the Reporting Period