7) “Contravention” means any failure to comply with the target values prescribed and/or requirements identified in this Directive. 8) “Fault” means the inability of an item to perform a required function, excluding that inability due to preventive maintenance, lack of external resources or planned actions. 9) “Force Majeure” means fire, strikes, or other labor actions or dispute, acts of Nature, or any circumstances not foreseeable and beyond the reasonable control of a Telecommunications Operator. 10) “Internet Service” means a service that is provided substantially for data communications to or from Network Termination Points that have IP addresses. 11) “Item” means any part, device, subsystem, functional unit, equipment or system that can be individually considered. 12) “Key Performance Indicators (KPI)” means Key Performance Indicators of Telecommunications Services that can be monitored, measured, and reported. 13) “Measurement” means a numerical value that is obtained by using a Measurement Method. 14) “Measurement Method” means the method of measuring a parameter that is prescribed in this Directive. 15) “Network Termination Point” means a point at which a customer has physical access through customer equipment to a network of a Telecommunications Operator. 16) “Parameter” means a quantifiable characteristic of a service with specified scope and boundaries. 17) “Peak Hour” means the hour in a day where the traffic for a licensed service is highest on the network. 18) “Proclamation” No.1148/2019. means the Ethiopian Communications Service Proclamation 19) “Quality of Service Standards” means Parameters defining the applicable quality of service standards for specific services including the methods of taking measurements that measure service performance against prescribed parameters, and any applicable targets for the prescribed parameters identified in this Directive. 20) “Reporting Area” means a geographic area for which Measurements are taken and recorded. 21) “Reporting Period” means the period of time over which Measurements are taken and recorded. 22) “Rural” means localities not classified as Urban. 23) “Sanction” means a fine or compensation requirement imposed on Telecommunications Operators for defaulting in their Quality of Service obligation. 24) “Service” means application, content, network or facilities service or any combination of these services, that is provided substantially for communications between Network Termination Points. 25) “Service Level Agreement (SLA)” means a formal agreement between a Telecommunications Operator and a Customer that is reached after a negotiating activity, 2