Quality of Service Report
QoS Performance for Access service (Wireline)
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| LSA Code | Billing and charging complaints | Resolution of billing/charging complaints within 4 weeks | Application of adjustment to customer bill within 1 week from the date of resolution of billing and charging complaints or rectification of faults or rectification of significant network outages, as applicable | Accessibility of call centre/customer care | Percentage of calls answered by the operators (voice to voice) within 90 seconds | Termination/closure of service within 7 working days of receipt of customer's request | Refund of deposits within 45 days of closure or non-provisioning of service | ||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Provision of a service within 7 working days of payment of demand note by the customer | Fault incidents (No. of faults per 100 subscribers) working days | Fault repair by next working day | Fault repair within 3 working days | Mean Time to Repair (MTTR) | Point of Interconnection (POI) Congestion (90th percentile value) | ||||||||
| Benchmark | ≥ 98% | ≤ 5 | ≥ 85% | ≥ 99% | ≤ 10 hrs | ≤ 0.5% | ≤ 0.1% | 100% | 100% | ≥ 95% | ≥ 95% | 100% | 100% |
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| Service area code | Provision of a service within 7 working days of payment of demand note by the customer | Broadband Service Performance | Fault incidents (No. of faults per 100 subscribers) | Fault repair by next working day | Fault repair within 3 working days | Billing and charging complaints | Resolution of billing/ charging complaints within 4 weeks | Application of adjustment to customer's account within 1 week from the date of resolution of billing and charging complaints or rectification of faults or rectification of significant network | Accessibility of call centre/ customer care | Percentage of calls answered by the operators (voice to voice) within 90 seconds | Termination/ closure of service within 7 working days of receipt of customer's request | Refund of deposits within 45 days of closure of service or non-provisioning of service | |||
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| Latency | Packet Drop Rate | Maximum Bandwidth utilization of any Customer service node to ISP Gateway Node (Intra-network) or Internet Exchange Point Link(s) | Jitter | ||||||||||||
| Benchmark | ≥ 98% | ≤ 50 msec | ≤ 1% | ≤ 80% | ≤ 40ms | ≤ 5 | ≥ 85% | ≥ 99% | ≤ 0.1% | 100% | 100% | ≥ 95% | ≥ 95% | 100% | 100% |
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Choose Company Code, Year, Quarter ending, and Service Code to view the Quality of Service metrics.