S/N Parameters Name Service Availability / Uptime (for all users) vi. ix. (a) Averaged over a period of 7 Greater than 99% of the time, Monthly the network shall be available to the subscribers Minimum QoS Customer perception of Services % satisfied with the >95% provision of service Quarterly (b) % satisfied with the billing >95% performance Quarterly (c) % satisfied with help services % satisfied with network performance, reliability and availability Quarterly (d) (e) % satisfied with maintainability >95% >95% >95% Quarterly Quarterly 3.2 Meaning Of the QoS Parameters & Measurement Methodology The detailed meaning of QoS parameters described in guideline 3.1 and their measurement methods are provided for in the in Appendix 1 attached hereunder. 3.3 Reporting Requirement The service providers shall submit the Performance Monitoring Reports on the QoS parameters in the format to be prescribed by the Agency respectively on Quarterly basis, ending 31st March, 30th June, 30th September and 31st December, but not later than 15 working days from the end of the Quarter or on Monthly basis. The Agency may review from time to time the periodicity and the format of such report. 3.4 Registration of Demands for Broadband Connections (1) Providers, who intend to provide Broadband service, in a particular service area or exchange area/ locality/ city shall advertise and make public the Broadband availability plan at periodic interval of at least once in 3 months so that prospective customers can make registration. (2) In order to ensure that applications for Broadband connections are registered within the country, the service provider shall register all demands for Broadband connections and give registration number to the prospective customer. If it is technically feasible to provide the Broadband connection, the service provider shall provide the list of subscribers and their bandwidth not later than 15 working days of each quarter. Rwanda Utilities Regulatory Agency