6 Averaged over S/N Parameters Name Minimum QoS a period of Service Provisioning / i • >95% of work should be Quarterly Activation Time done within 5 working days, subject to technical feasibility • In case of NTF(Non Technical Feasibility), greater than 99% within should be done on the date specified and agreed with the customer • An SLA should always be signed between the ISP and the customer. Fault Repair / ii. • >85% of all faults should be Quarterly Restoration Time cleared within 24 Hrs • >99% of all faults should be cleared within a maximum of four(4) days unless in the case of Natural disasters/Acts of God may arise. Customer complaint iii. • Within 24hrs >95% Monthly resolution complaints should be resolved (24/7) • Within 72hrs >99% complaints should be resolved (24/7) Billing Performance iv. Quarterly Billing complaints per 100 <2% of bills issued during the bills issued billing period v. Bandwidth Utilization/ Throughput vii. Broadband Connection Speed achieved viii. Network Latency Rwanda Utilities Regulatory Agency <90% link(s)/route bandwidth utilization during peak hours Quarterly (TCBH). If on any link(s)/route bandwidth utilization exceeds 90%, then network is considered to have congestion. • 95% or greater the speed of Monthly connection(updownstream)from ISP’s server(s) to the customer shall be achieved fulltime (24/7) • >80% for non dedicated line The round trip delay for traffic Quarterly within the local broadband network from end-user to ISP/IX should be less than 150 msec for 95% of the time during peak