QoS Performance for Access service (Wireline)

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
LSA Code	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 (90^th percentile value)	Billing and charging complaints	Resolution of billing/charging complaints within 4 weeks		Accessibility of call centre/customer care
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
Service area code		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	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		Accessibility of call centre/ customer care
Benchmark	≥ 98%	≤ 50 msec	≤ 1%	≤ 80%	≤ 40ms	≤ 5	≥ 85%	≥ 99%	≤ 0.1%	100%	100%	≥ 95%	≥ 95%	100%	100%

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DU Sheets Data

Service Area	Name of Tariff offerings	Download		Upload
Service Area	Name of Tariff offerings	Offered typical download speed (In Mbps)	90th percentile value of download speed measured in test samples (In Mbps)	Offered typical upload speed (In Mbps)	90th percentile value of upload speed measured in test samples (In Mbps)

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