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
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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DU Sheets Data

Service Area Name of Tariff offerings Download Upload
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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