Service Quality Indicators - Leased Lines
Quality indicators established in accordance with paragraph e) of point 2 of article 3 of the Regulations of Operation of Public Telecommunications Networks (RERPT), for the Leased Lines Service
I. General notes
1. The indicators presented below apply to all public telecommunications networks operators providing the Leased Lines Service.
2. The indicators to be calculated apply to all Lines offered by each operator in the Leased Lines market (excluding internal Lines).
3. In the case of international Lines, the operator is responsible for the service quality contracted. Hence the quality indicators associated to these type of Lines must be calculated on the basis of an entire circuit, in the cases in which a point-to-point service is provided, and on the basis of a semi-circuit, in the cases when the contracted service only covers the rental of a semi-circuit.
4. The reference period for calculation of the indicators corresponds to each month of the calendar year and providers should send ICP reports on the monthly and quarterly evolution of the different indicators, before the last day of the month after each quarter of the calendar year.
5. On a complementary basis, ICP shall be provided with indicators distributed by each type of circuit (fixed subscriber access system and interconnection).
6. On a complementary basis, ICP shall be provided with information on the average installation delay for all cases observed and the maximum installation delay.
7. On a complementary basis, ICP shall be provided with information on the average fault repair time for all cases observed and the maximum fault repair time.
8. In light of technological evolution and the increased level of satisfaction of user needs, ICP reserves the right to alter the indicators and the service quality levels herein defined.
9. The presented indicators shall be implemented by operators up until December 31, 2000, under the terms of point 3 of article 3 of the RERPT.
10. Until the end of the implementation period specified in the previous point, the Public Telecommunications Service Concessionaire continues to be subject to calculation of indicators and compliance with the quality objectives established under the terms of point 4 of Clause 21 of the Concession Contract of the Public Telecommunications Service.
II. Quality of Service indicators
QSI1 - Normal installation period
Definition
The time period, in calendar days, between the date on which the operator received the request to install the circuit (inclusive) or the target date defined by the customer (inclusive), and the date the circuit is actually made available.
Note 1: The request to install a circuit should be made in writing, namely, by letter, fax, e-mail or another means agreed between the supplier and the customer.
Note 2: For operators with Significant Market Power (SMP), in the Leased Lines market, a target date exists when the customer requests the installation of a circuit on a date subsequent to that specified by the quality level established under the terms of point 3 of article 22 of the RERPT. For other operators, a target date exists when the customer requests the installation of a circuit on a date subsequent to that publicised by the operator under the terms of paragraph a) of point 7 of article 24 of the RERPT.
Note 3: This indicator does not include temporary installations. Temporary installations are considered to be those in which the duration of the service access period agreed between the operator and the customer is up to one month (inclusive).
Note 4: Delay periods that may be imputed to the customer - also classified as "customer-related delays" - should not be included in the calculation. A delay period that may be imputed to the customer commences on the moment in which the operator is informed, or learns, of the fact that a customer's premises or dwelling does not offer the conditions necessary for installation of the circuit, and ends on the moment in which such circumstances have been resolved.
Time periods between customer-related delay periods, are considered to be the responsibility of the operator and as such may be included in the calculation.
Note 5: Whenever a `customer-related delay' occurs, this should be communicated in writing to the respective customer (via letter, fax, e-mail or another means agreed between the supplier and the customer), with clear identification of the date on which the installation was interrupted for reasons imputed to the customer, that caused this interruption.
Presentation of results
Indicator to be collected: Average delay in the installation of a new circuit
The indicator to be collected relates to 95% of the best observations in the reference period (month, quarter or year).
QSI2 - Normal repair time
Definition
The time period, in total number of hours, between the moment on which the operator learns that a fault has occurred, either via its internal services or by a customer complaint, and complete re-establishment of the service.
Note 1: Faults detected by customers should be communicated to the operator's fault repair service.
Note 2: Complete re-establishment of the service is defined as return to the initial situation, before the fault took place, i.e. resolution of all and any problems detected.
Note 3: For repairs of faults agreed with the customer, the start time will be the date/hour on which the repairs were agreed to commence.
Note 4: Joint faults that affect various Lines should be included in the calculation on the basis of one fault per Leased Circuit affected.
Note 5: Delay periods that may be imputed to the customer - also classified as "customer-related delays" - should not be included in the calculation. A customer-related delay is defined as a situation in which after prior notice of the repair visit, it proved to impossible to gain access to the customer's premises or dwelling, in order to re-establish the service.
Time periods between the customer-related delay periods, when they exist, are considered to be the responsibility of the operator and as such may be accumulated.
Note 6: Whenever a `customer-related delay' occurs, this should be communicated in writing to the respective customer (via letter, fax, e-mail or another means agreed between the supplier and the customer), with clear identification of the date on which the repair was interrupted for reasons imputed to the customer, that caused this interruption.
Note 7: Calculation of the indicator should include:
repairs resolved in the reference period for calculation of the indicator (month, quarter or year), irrespective of the date on which the fault was reported; faults recorded and eliminated.
Note 8: Calculation of the indicator should exclude: faults in the customer's network or in any equipment other than the terminal equipment of the customer's exclusive use, under the terms of prevailing legislation regarding telecommunications infrastructures in buildings.
Presentation of results
Indicator to be collected:
Average fault repair time
The indicator to be collected relates to 80% of the best observations in the reference period (month, quarter or year).
QSI3 - Availability
Definition
Percentage of available hours (in operating conditions) compared to the potential number of service hours of the average set of Leased Lines installed.
Note 1: Operating conditions are defined as those conditions that enable users to access the contracted service.
Note 2: Available hours are defined as the difference between the potential number of hours of the average set of leased Lines installed and the sum of the fault repair time, calculated in accordance with the terms specified for QSI2.
Note 3: The average set of leased Lines is defined as the simple average of Leased Lines in the reference period.
Presentation of results
Indicator to be collected:
Level of availability
The indicator refers to the total number of events occurred in the year.
