customer for end to end QoS, the Broadband service provider needs to ensure that QoS is maintained on all the connected links. For this purpose, 12 the service provider should negotiate Service Level Agreements (SLA) with the upstream service providers. There is a need to measure the packet loss and latency at different points using ping tests. 4. The Packet Loss and Latency parameters proposed are for wired Broadband access network only having Optical Fiber Technologies, Digital Subscriber Lines (DSL) on copper loop in the access network and broadband wireless access (BWA). 5. The measurement will be made for Packet Loss and Latency by the service provider on a sample basis taking the Broadband customer (User) configuration as User Reference Test Point at ISP Node/ POP. This configuration shall have local loop, CPE, ADSL-router/modem or Cable modem and PC/Laptop. 6. Minimum sample reference points for each service area shall be three in number or multiple reference points, if needed. The Packet Loss and Latency shall be measured from user reference points at ISP Node/ POP to IGSP/ IX Gateway location. 7. Ping Test will be generated during the time consistent busy hour (TCBH). 8. For Ping test the defined Packet size shall be of 64 bytes. The test conducted on daily basis shall be averaged for a month and the result of the Ping Test to be indicated for the Packet Loss and Latency. 9. Packet Loss Measurement shall be done by computing the percent Packet loss of 1000 pings (with acknowledgement for each previous packet received) of 64 byte packet each. This packet loss is the measurement of packet lost from Broadband customer (User) configuration/ User Reference Point at ISP Node/ POP to the IGSP/ IX Gateway. 10. Latency Measurement shall be done from user reference points at ISP Node/ POP to IGSP/IX Gateway location. 11. The round trip delay for the Ping packets from ISP premises to the IGSP/ RINEX Gateway will be measured by computing the delay for 1000 Pings of 64 bytes each, where pings are only sent subsequent to an acknowledgement being received for the same for the previous ping. 12. All the measurements of engineering standards such as Bandwidth Utilization/Throughput, Packet Loss and Latency are to be carried out in the Time Consistent Busy Hour (TCBH) as specified by ITU-T. (i) Customer Perception of Service: This parameter has been prescribed to assess the customer perception of service. This shall be done online by the Agency or through the independent agency. (j) Service Level Agreement: Rwanda Utilities Regulatory Agency