e) Provide relevant information to Customers to make informed decisions about their services; and, f) Provide Customers equal access to the same quality of service in accordance with the tariffs and Quality of Service standards; and inform affected Customers of any significant outage that affect service provision and technologies (2G, 3G, 4G, …) as they are deployed depending on the locations. 2) For the purposes of monitoring compliance of the Quality of Service parameters the Authority shall be guided by the measurement methods stated in Appendix 1 of this Directive. 12. Service Level Agreements 1) There shall be a well-outlined Service Level Agreement (SLA) between Telecommunications Operators and the Customer to ensure end to-end-Quality of Service for those subscribers and services requiring such SLA. 2) The Service Level Agreement shall state, among other matters, the: a) Level of performance: The minimum level of performance offered to the Customer, not the average level to be achieved for all Customers; b) The Compensation payment: if the minimum level is not achieved with the amount at least proportional to the degree of failure or as agreed in the Service Level Agreement; and, c) The mechanism for claiming Compensation: this should be done automatically without requiring the Customer to make a claim. d) The Escalation procedure that provides for time limits on when an unresolved problem has to be escalated to the next level. 13. Investigation The Authority shall investigate at any time the Quality of Service measurement, reporting and recording procedures of a Telecommunications Operator. 14. Inspection Pursuant to Article 31 of the Proclamation, the Authority or any person authorized in writing by the Authority may at any time during working hours, enter upon the premise of a Telecommunications Operator for purposes of ascertaining the compliance with this Directive. PART FIVE SERVICE DEGRADATION, SERVICE OUTAGES, AND PUBLIC EMERGENCIES 15. Planned Service Outages Telecommunications Operators shall: 1) Issue the public advanced notice of planned major outage of services, at national, regional and/or city levels, by publishing the news on their website, social media pages, and electronic media with wide coverage at least forty-eight (48) hours prior to the planned outage; 6