with the scope of assessing service characteristics, responsibilities and priorities of each part. An SLA may include statements about performance, tariffing and billing, service delivery, compensation and escalation procedures in cases of disagreement. 26) “Service Retainability” means the service quality characteristic that describes termination of services (in accordance with or against the will of the user). 27) “Target” means a numerical value that must be reached by a Published Measurement of the relevant service prescribed in this Directive. 28) “Urban” means any locality having a population size of two thousand (2000) or more inhabitants, of which fifty percent (50%) of its labor force is primarily engaged in nonagricultural activities. Moreover, all administrative capitals (Region, Zone and Woreda), and localities in which municipalities are established are considered as urban areas, irrespective of population size. 29) “Working Days” means business working days only and shall not include Saturday, Sunday and any day that has been declared to be a public holiday by the Federal Democratic Republic of Ethiopia. 3. Objective The objectives of this Directive are to: 1) Create conditions for Customer satisfaction by making known the quality of service obligations that Telecommunications Operators are required to meet. 2) Measure the Quality of Service provided by Telecommunications Operators from time to time in line with the service parameters stated in this Directive in order to assess the levels of performance. 3) Improve the operation and performance of interconnected networks; and, 4) Implement a Quality of Service framework that allows the Quality of Service delivered by Telecommunications Operators to be measured, reported and published based on defined parameters and measurement methodologies as provided in this Directive and its Annexes. 4. Scope of Application This Directive shall apply to all Telecommunications Operators offering Wholesale and Retail Telecommunications Services. 5. Obligations of Telecommunications Operators Telecommunications Operators shall: 1) Ensure performance of Communications Services that meet Quality of Service parameters as set forth by this Directive and its Annexes; and, 2) Perform measurements on quality of services from time to time, keep records of the results of the measurements, and report the same to the Authority. 3