Annex

Parameters of Quality of Service (PQS) for access to the Public Telephone Network at a Fixed Location and publicly available Telephone Service at a Fixed Location

The parameters of quality of service established in the present annex and identified in the following table are based on ETSI Guide EG 201 769-1 V1.1.1 (2000-04):

The parameters identified above do not apply to:

- Service facilities (understood as supplementary services as defined in recommendation I.250 of ITU-T^{1https://www.anacom.pt/render.jsp?contentId=55129});
- Calls for audiotext services;
- Calls for Internet access and services for private voice networks;
- Calls made by means of virtual call cards, except for parameter hereinafter referred to as QSP4, the measurement of which includes all calls received, provided that they regard requests within the scope of services under consideration.

PQS1 - Supply Time for Initial Network Connection

1. Definition:

1.1 The PQS1 is intended to measure the time duration, in calendar days, from the instant a valid service request is made by a client regarding the supply of a connection by the providing undertaking for access to the public telephone network at a fixed location, to the instant that undertaking actually provides a publicly available telephone service at a fixed location, regardless of the supporting technology.

1.2. To calculate the present parameter, a valid connection request means any solicitation made to the providing undertaking and accepted by it, concerning:

- a new connection to the service of access to the public telephone network at a fixed location provided by the undertaking (first connection of a specific client or a new connection as result of a change of the respective address); or
- an additional connection of a client of the undertaking (for the same address or a different one); or
- migration from the analogue line of a client of the undertaking to RDIS.

1.3. The cases where a new connection for the access to the FTS is installed at the same time the ADSL technology is made available shall not be excluded from the measurement of the present parameter.

1.4. The connection for access to the public telephone network at a fixed location means installing and making effectively available to the client, for the use thereof, a connection between the local switching central or concentrator and the first terminal device for exclusive use of the client, or in alternative, to the client?s network, pursuant to legislation in force regarding telecommunications infrastructure in buildings.

1.5 The measurement of this parameter shall be carried out only as regards the requests for connection which comprise also a network connection and service activation.

1.6. In those cases where a request for installation involves more than one connection for access to the public telephone network at a fixed location, the installation of each one of these connections shall be accounted in separate for the calculation of the parameter

1.7 The measurement of the PQS1 shall not consider:

? The temporary installations, which refer to those the duration of which is of one month at the most;
? The cases where the providing undertaking resorts to third parties? infrastructures (local loop, leased lines) for the supply of the service connection.

2. To measure the quality of service according to the present parameter, providing undertakings shall gather

a) Delay values in the supply of connections corresponding to 95% and 99% percentile values of the swifter installations;
b) Rate of supply requests fulfilled up to the date agreed with the client.

3. Calculation method regarding the information provided for in point a) of the preceding paragraph:

3.1 The calculation of values provided for in point a) of paragraph 2 shall be based on the method comprised in Annex B of the document ETSI EG 201 769-1 v1.1.1 (2000-04).

3.2. The calculation of values provided for in point a) of the paragraph 2 shall disregard the cases where the client defines an aim date, nevertheless, the providing undertaking shall supply, in addition to the present parameter, information on the ratio between the number of initial connections supplied, the client having established an aim date, and the total number of initial connections supplied.

3.3. For the purpose of the preceding paragraph, an aim date is deemed to exist where the established installation date has been requested by the client and is subsequent to the date which results from the application of the value disclosed for the present parameter of quality in the scope of point b) of paragraph 2 of article 7 of the present Regulation.

3.4. The supply time limit shall be considered:

- From the date of reception of the request by the providing undertaking; or
- From the date of amendments/additions to agreements already concluded

3.5. The parameter calculation shall disregard:

- Time imputable to the client that elapses from the moment the providing undertaking is informed or is aware that the premises of the client do not offer conditions for the supply of the connection, up to the moment the referred situation is cleared;
- The delays associated to the installation of the client?s network or to the first terminal device for the client?s exclusive use, pursuant to legislation in force regarding telecommunications infrastructure in buildings, where such installation is not under the responsibility of the providing undertaking.

3.6 The periods between delays imputable to the client, where they exist, are deemed as being under the responsibility of the providing undertaking, and as such, shall be added up for parameter calculation purposes.

3.7. The present parameter concerns all requests for connection fulfilled within the reference period and shall be unbundled, where applicable, by the different types of access:

- Analogue;
- Basic RDIS;
- Primary RDIS;
- Others.

4. Calculation method regarding the information provided for in point b) of paragraph 2:

4.1. The date agreed with the client shall mean

- Any date requested by the client and accepted by the providing undertaking
- Any date set by the providing undertaking and not refused by the client

4.2. In case of postponement of a first date agreed with the client and later setting of a new date for reasons imputable to the providing undertaking, the first date shall be considered for parameter calculation purposes.

4.3. The cases where the client defines an aim date shall be considered for the purpose of calculation of the present parameter.

PQS2 - Fault Rate Per Access Line

1. Definition:

1.1. The QSP2 measures the number of valid fault reports made by users to the services of the providing undertaking, for reasons of disrupted or degraded service attributable to the network of the providing undertaking or any interconnected public network involved in eligible communications^{2https://www.anacom.pt/render.jsp?contentId=55130} for calculation purposes.

1.2. A valid fault report shall mean:

a)  The fault the existence of which is confirmed after a test is made;
b) A fault which disappears when the test is carried out, there being means to prove that it actually took place.

1.3. The measurement of the QSP2 shall not consider fault reports concerning the physical state of public pay phones for the access to the telephone service at a fixed location, but the reports on faults concerning communications made from public pay phones where the disrupted or degraded service is attributable to the network of the providing undertaking of the telephone service at a fixed location shall be considered.

1.4. The services of the providing undertaking shall mean the services intended for the report of faults on the part of clients.

1.5. For each valid report regarding a basic or primary access, only one fault shall be accounted for, regardless of the number of activated channels that have been affected by the fault.

1.6. Until the fault has been repaired by the providing undertaking, the reports on the same access shall be accounted for as a single report.

1.7. The common faults that affect several clients shall be accounted for by the number of client reports associated to each fault.

1.8. For the purpose of parameter calculation, faults and accesses shall be accounted for evenly, even where they have been reported by the same client.

1.9. The network faults from the first terminal device for the client?s exclusive use shall be excluded, pursuant to legislation in force regarding telecommunication infrastructure in buildings, and likewise shall be excluded faults in the equipment on the side of the client.

2. To measure the quality of service according to the present parameter, providing undertakings shall assemble the total number of faults reported in the course of the reference period, only the values regarding direct access being considered for this purpose.

2.1. For the purpose of the preceding paragraph, the average number of accesses for a given period shall be accounted for, including all type of access^{3https://www.anacom.pt/render.jsp?contentId=55131} made available by the providing undertaking, namely, analogue access (including public pay phones for the access to the telephone service at a fixed location), and digital access, regardless of the means (means owned by third parties, including local loop and leased lines, or the undertaking?s own means) or the infrastructure involved (for example, cable, optic means, radio means).

PQS3 - Fault Repair Time

1. Definition

1.1. The PQS3 is intended to measure the time duration, in consecutive hours, from the instant a valid fault in the network of the providing undertaking (or in any interconnected public network involved in eligible communications for calculation purposes) has been reported to the services of the providing undertaking to the instant where the service has been restored to full normal working order.

1.2. The services of the providing undertaking shall mean the services intended for the report of faults on the part of clients.

1.3. For the purpose of calculation of the present parameter, full normal working order is deemed to exist where the initial situation that existed before the fault occurred has been restored, that is, where the problem reported by the client/user has been solved (this corresponds to the moment of notification to the client concerning the fault repair, this notification not being contested by the client within at the most 5 working days).

1.4. In the event the same fault is reported more than once, by the same client/user or not, the instant in which the providing undertaking is aware of the fault for the first time, through the client/user report, shall be considered for purposes of parameter accounting.

1.5 The valid fault reports considered in point b) of point 1.2 of PQS2 shall not be considered for the calculation of the present parameter.

1.6 Where the fault repair is scheduled for a date/hour later that that established initially by the providing undertaking, at the convenience of the client, the time elapsed between these two dates/hours shall not be accounted for.

1.7  The calculation of the present parameter shall include faults repaired within the reference period, regardless of the report date.

1.8 The calculation of the PQS3 shall not include:

- Situations where, following a prior notice of the visit, it is impossible to restore the service to full normal working order for reasons imputable to the client;
- Situations where the providing undertaking provides a swifter repair service through the payment of an additional amount.

2. To measure the quality of service according to the present parameter, providing undertakings shall assemble the values regarding:

a) Time to repair faults of the local access network which correspond to 80% and 95% percentile values of the swifter installations (direct access);
b) Time to repair other type of faults, which correspond to 80% and 95% percentile values of the swifter installations (direct access);
c) Rate of repairs carried out within the repair time limit intended to be offered to clients (direct access).
2.1 The calculation of values provided for in point a) and b) of paragraph 2 shall be based on the method comprised in Annex B of ETSI EG 201 769-1 v1.1.1 (2000-04).

2.2. For the purpose of calculation of the present parameter, the full list of events occurred shall be considered for the reference period.

2.3 Faults in the local access network shall mean those imputable to the connection between the first concentrator of the network of the providing undertaking and the first terminal device for exclusive use of the client, or in alternative, to the client?s network, pursuant to legislation in force regarding telecommunications infrastructure in buildings.

2.4 ?Other repairs? shall mean those deemed not to be imputable to the local access network.

2.5 The providing undertaking, in the scope of the parameter indicated in 2.c), shall submit to ANACOM updated information on the fault repair time limit it has established to be offered to the clients for the reference period (direct access) and as such disclosed in the scope of point b) of paragraph 2 of article 7 of this Regulation.

2.6 In addition to the information provided for in 2 a), b) and c), the providing undertaking shall submit to ANACOM updated information on the numbers for access to services made available to report faults.

PQS4 - Response Time For Operator Services

1. Definition

1.1.The PQS4 is intended to measure the time duration, in seconds, from the instant the calling signal is established to the instant the calling user is answered by the human operator, from whom the service effectively desired shall be solicited.

1.2. Operator services shall mean those services with specific access codes used for the establishment of communications with assistant intervention, to be charged at the destination or not, intended to support difficulties in obtaining calls.

1.3.  Where providing undertakings do not offer operator services as defined in the preceding paragraph and, thus, do not measure the PQS4, they shall notify ANACOM thereof.

1.4. The calculation of PQS4 shall include the time spent in going through the equivalent systems activated by voice or other means, up to the moment the caller actually requests the desired service.

1.5. The calculation of PQS4 shall not consider

- Services provided wholly by automatic response systems;
- Emergency services;
- Time spent with the treatment of the request, namely the conversation time between the caller and the human operator.

2. To measure the quality of service according to the present parameter, providing undertakings shall assemble

a) Average response time for operator services (direct and indirect access);
b) Rate of calls taken within 20 seconds by the human operator from whom the calling user requests the service effectively desired (direct and indirect access).

2.1. For the purpose of calculation of the present parameter, the full list of events occurred shall be considered for the reference period.

2.2. Where the providing undertaking provides both direct and indirect access, it shall present an unbundled parameter for both types of access

2.3. In those cases where a third entity is subcontracted to provide operator services, the providing undertaking of the publicly available electronic communications service at a fixed location, notwithstanding being responsible for submitting parameters, may subcontract with that entity the calculation of the parameter.

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1 Recommendation I.250 of the International Telecommunications Union - ?Definition of supplementary services?.
2 The communications referred to in the notes following the summary table comprised in the first page of the present annex shall be excepted.
3 The number of accesses shall be accounted for (not the respective number of channels, in the case of basic and primary acesses).