5. l^Îæù]
Mobile Data service availability
l^Îæù]Ä鶻éfÖ]¼e†Ö]†Êçi
Interconnection Availability
àÚ†nÒ_UUzQA
lç’Ö]ìçq
Speech Quality
àÚ†nÒ_OàÚáçÓÚŒ^éÏÚ»l^q…Ql^q…
ëæ^Ó‚Âì†içËÖ]ì…çi^ÊÌÖ_ØÓÖ
beneficiaries billing complaints per 1000 bills
àÚØÎ_MzQ
°ÃËjß¹]‚ÂêÖ^¶÷°ÃËjß¹]ëæ^ÓífŠÞ
beneficiaries complaints to the total number of
àÚØÎ_MA
ëæ^ÓífŠÞì†içËÖ]Ùø}^ã×uÜjèÖ]MLÝ^è_
ØÛÂc±cëæ^Ó‚ÂêÖ^¶ì†içËÖ]
Percentage of billing complaints resolved within 10
working days
àÚ†nÒ_ULA
ëæ^ÓífŠÞì†içËÖ]Ùø}^ã×uÜjèÖ]NLÝçè
ØÛÂc±cëæ^Ó‚ÂêÖ^¶ì†içËÖ]J
Percentage of billing complaints resolved within 20
working days
àÚ†nÒ_URA
ý]^ø}ÜjiÖ]íéßÚˆÖ]삹]e^rj‰ífŠßÖí
ULAíÚ‚¤]ØÚ^ÂíÞæ^ÃÚl^Ú‚}àÚØÎù]î×ÂJ
Response time to answer 90% for operator assisted
services
OLíéÞ^mJ
NJíje^nÖ]l^Ú‚~×ÖíéŠéñ†Ö]ð]ù]l]†öÚíje^nÖ]l^Ú‚~×ÖíéŠéñ†Ö]ð]ù]l]†öÚíje^nÖ]l^Ú‚~×ÖíéŠéñ†Ö]ð]ù]l]†öÚíje^nÖ]l^Ú‚~×ÖíéŠéñ†Ö]ð]ù]l]†öÚVVVV
íÚ‚¤]Ð^ßÚ»íé×]½çޤ]l^f×ífŠÞ
è…^iàÚØÛÂÝ^è_솎ÂÙø}l„ËÞÖ]
^ãf×Üè‚Ïic±cl^fתÖ]‚ÂêÖ^¶
àÚ†nÒ_ULA
6. Percentage of orders for access lines in the Served
Areas completed within 10 working days
íÚ‚¤]Ð^ßÚ»íé×]½çޤ]l^f×ífŠÞ
è…^iàÚØÛÂÝ^è_트Ùø}l„ËÞÖ]
^ãf×Üè‚Ïic±cl^fתÖ]‚ÂêÖ^¶
Percentage of orders for access lines in the Served
Areas completed within 5 working days
àÚ†nÒ_SQA
ØÓÖÙ^ŞÂù]‚ÂMLLì‚u]çÖ]íߊÖ]»¼}
EêŠéñ…ÜŠÏÚØÓÖD
)Faults per 100 lines per year(
àÚØÎ_MN
l^Îæù]Ä鶻íÚ‚¤]†ÊçiífŠÞEÜŠÏÚØÓÖ
êŠéñ…D
Availability
Ò_àÚ†nUUzUUA
ífŠÞg«Ö]Ù^ŞÂù]^ãuø‘]Ùø}Äe…_
äÂ^‰àè†{ŽÂæ
(Percentage of faults to be cleared within 24 hours)
†nÒ_ULA
ífŠÞg«Ö]Ù^ŞÂù]^ãuø{‘]Ùø{}°ß{m]
°Ãf‰æíÂ^‰
Percentage of faults to be cleared within 72 hours
àÚ†nÒ_UUzQA
í×Ú^ÃÖ]íéÚçÛÃÖ]Ìi]ç]ífŠÞc±c‚ÂêÖ^¶
^ãféÒ†iÖ]íéÚçÛÃÖ]Ìi]ç]
Percentage of payphones in working order to the
total number of public payphones
àÚ†nÒ_URA
íf{{{ŠÞl^{{{¹^Ó¹]à{{{Úí×{{{^ËÖ]l^{{{¹^Ó¹]í{{{é×]
ŞÖ]l^Ê^Š¹]æíje^nÖ]í×èç
Unsuccessful call ratio for local and national fixed
calls
àÚØÎ_MA
íje^nÖ]íéÖæ‚Ö]l^¹^Ó¹]àÚí×^ËÖ]l^¹^Ó¹]ífŠÞ
Unsuccessful call ratio for international fixed calls
àÚØÎ_NA
cl^Îæù]Ä鶻éfÖ]¼e†Ö]†Êçiíè…]†Ûj‰ àÚ†nÒ_UUzQA
7. Availability of interconnection
ç’Ö]ìçql
Speech Quality
àÚ†nÒ_OàÚáçÓÚŒ^éÏÚ»l^q…Ql^q…
ì†içËÖ]ìçqà°ÃËjß¹]ð^•…ífŠÞ
Percentage of satisfied beneficiaries with billing
quality
àÚ†nÒ_ULA
IíÞ^é’Ö]àÂð^•†Ö]ífŠÞ
Percentage of satisfaction with maintainability
àÚ†nÒ_TQA
°ÃËjßÛ×ÖÝ^ÃÖ]ð^•†Ö]ífŠÞ
Percentage of overall beneficiaries satisfaction
àÚ†nÒ_TQA
Il^Ú‚¤] à °ÃËjß¹] ð^•… ífŠÞ
íڂϹ]íéÊ^•ý]
Percentage of beneficiaries’ satisfaction with
supplementary services.
_àÚ†nÒTQA
ì‚Â^Š¹]l^Ú‚}à°ÃËjß¹]ð^•…ífŠÞ
Percentage of satisfied beneficiaries with the help
services
àÚ†nÒ_ULA
æíÓfŽÖ]ð]_à°ÃËjß¹]ð^•…ífŠÞ
^â†Êçiæ^ãjè^ÛjÂ]
Percentage of satisfaction with network
performance, reliability availability.
àÚ†nÒ_ULA
ëæ^Ó‚Âì†içËÖ]ì…çi^ÊÌÖ_ØÓÖ
beneficiaries billing complaints per 1000 bills
àÚØÎ_MzQ
°ÃËjß¹]‚ÂêÖ^¶÷°ÃËjß¹]ëæ^ÓífŠÞ
beneficiaries complaints to the total number of
beneficiariespercentage of
àÚØÎ_MA
ëæ^ÓífŠÞ]ì†içËÖÙø}^ã×uÜjèÖ]MLÝ^è_
çËÖ]ëæ^Ó‚ÂêÖ^¶]±]ØÛÂì†i
Percentage of billing complaints resolved within 10
working days
àÚ†nÒ_ULA
8. ëæ^ÓífŠÞì†içËÖ]Ùø}^ã×uÜjèÖ]NL
ØÛÂÝçèc±cëæ^Ó‚ÂêÖ^¶ì†içËÖ]J
Percentage of billing complaints resolved within 20
working day
àÚ†nÒ_URA
ífŠßÖíe^rj‰÷]^ø}ÜjiÖ]íéßÚˆÖ]삹]
ULAØÚ^ÂíÞæ^ÃÚl^Ú‚}àÚØÎù]î×Â
íÚ‚¤]J
Response time to answer 90% for operator assisted
services
OLíéÞ^mJ
OOOOJJJJíÚ^ÃÖ]l^Þ^éfÖ]íÚ‚}íÚ^ÃÖ]l^Þ^éfÖ]íÚ‚}íÚ^ÃÖ]l^Þ^éfÖ]íÚ‚}íÚ^ÃÖ]l^Þ^éfÖ]íÚ‚}
íߊÖ]»¼}íñ^ÚØÒ»Ù^ŞÂù]
Faults per 100 lines per year
àÚØÎ_MNØŞÂ
Ùø}^ãuø‘]g«Ö]Ù^ŞÂù]ífŠÞNP
íÂ^‰
Percentage of faults to be cleared within 24
hours
àÚ†nÒ_ULA
Ð^ßÚ » íé×] ½çޤ] l^f× ífŠÞ
Ùø}l„ËÞÖ]íÚ‚¤]MLè…^iàÚÝ^è_
^ãf×Üè‚ÏiJ
Percentage of orders for access lines in the
Served Areas completed within 10 working days
àÚ†nÒ_ULA
Ð^ßÚ » íé×] ½çޤ] l^f× ífŠÞ
Ùø}l„ËÞÖ]íÚ‚¤]Qè…^iàÚÝ^è_
^ãf×Üè‚ÏiJ
Percentage of orders for access lines in the
Served Areas completed within 5 working days
àÚ†nÒ_SQA
àÓµ Ö] íÛñ^ÏÖ] løé‘çjÖ] ì^Â] ífŠÞàÚ†nÒ_ULA
9. ^ãf×àÚl^Â^‰Äe…_Ùø}^^ÛÒ]
Percentage of reconfigurations of established
connections completed within 4 hours
»äé×ÂÐËjÚçâ^ÚàÂÐÊ‚jÖ]ÇiífŠÞ
íÚ‚¤]íéÎ^Ëi]
Throughput
àÚØÎ_MLA
áçÓÚŒ^éÏÚî×°ÃËjß¹]ð^•…Œ^éÏÚ
àÚQl^q…
Bbeneficiaries Satisfaction on a 5 grade scales
àÚØ–Ê_OzQíq…
‚ êÖ^¶÷ °ÃËjß¹] ëæ^Ó ífŠÞ
°ÃËjß¹]
beneficiaries complaints to the total number of
beneficiaries percentage of
ÚØÎ_àMA
Ùø}^ã×uÜjèÖ]°ÃËjß¹]ëæ^ÓífŠÞ
ëæ^ÓŽÖ]‚ÂêÖ^¶÷ØÛÂÝ^è_솎Â
beneficiaries complaints resolved within 10
working days to the total number of complaints
percentage of
àÚ†nÒ_ULA
PPPPJJJJl]†öÚl]†öÚl]†öÚl]†öÚð]ù]ð]ù]ð]ù]ð]ù]] íÚ‚¤] ØÛŽiæ kÞÞþÖ ƒ^ËßÖ] l^Ú‚¤ íÚ‚¤]] íÚ‚¤] ØÛŽiæ kÞÞþÖ ƒ^ËßÖ] l^Ú‚¤ íÚ‚¤]] íÚ‚¤] ØÛŽiæ kÞÞþÖ ƒ^ËßÖ] l^Ú‚¤ íÚ‚¤]] íÚ‚¤] ØÛŽiæ kÞÞþÖ ƒ^ËßÖ] l^Ú‚¤ íÚ‚¤] Ðè† à íè^ÃÖ Ðè† à íè^ÃÖ Ðè† à íè^ÃÖ Ðè† à íè^ÃÖÙ^’i÷]Ù^’i÷]Ù^’i÷]Ù^’i÷]
êËi^]êËi^]êËi^]êËi^]EEEEDial UpDDDD†qö¹]½çޤ]æ†qö¹]½çޤ]æ†qö¹]½çޤ]æ†qö¹]½çޤ]æììììVVVV
àÚ íÚ‚¤] ØéÃËjÖ íΆÇjŠ¹] íéßÚˆÖ] 삹]
gתÖ]Üè‚Ïiè…^iE(Service activation Time
IÙ^’i÷]êËi^]EDial UpD
I†qö¹]¼¤])(leased line
I‚u]æØÛÂÝçèàÚØÎ_
IàÚØÎ_SØÛÂÝ^è_
íÚ‚¤]±cƒ^ËßÖ]
_D¹]à{Ú†{nÒùƒ^Ëß×ÖíΆÇjŠ¹]íéßÚˆÖ]ì‚
UQAl÷æ^¦àÚƒ^ËßÖ]J
OLíéÞ^m
10. Time to access for more than 95 % of the login
attempts
hDí{{{Ú‚}†Êç{{{Úí{{{ŞÏÞ±cƒ^{{{ËßÖ]íf{{{ŠÞ
k{ÞÞý]EPercentage of accessing the
ISP node atDV
I±æù]íÖæ^]àÚ)from first attempts(
IÖ]íÖæ^]àÚíéÞ^n)from second attempts(
IínÖ^nÖ]íÖæ^]àÚ)from third attempts(
ITLA
IULA
IMLLA
í{{Ú‚}†Êç{{Úí{{ŞÏÞ†Êç{{iÝ‚{{ÃÖí{{éßÚˆÖ]ì‚{{¹]
‚u]æ†ãÙø}kÞÞý]
ISP node unavailability in one month
OLíÏéÎ
݈£]á]‚ÏÊífŠÞ
Packet loss
àÚØÎ_MA
l^Îæù]Ä鶻íÚ‚¤]†ÊçiífŠÞ
Availability
àÚ†nÒ_UUA
݈{uÙ^{‰…]»}`{j×ÖíΆÇj{Š¹]í{éßÚˆÖ]삹]
l^Úç×ù]
Latency
•íé×]ELocalD
•íéÖæ‚Ö]EInternationalD
•MQL–NLLíéÞ^mê××éÚ
•NLLINQLíéÞ^mê××éÚ
ì†içËÖ^eÐ×Ãj¹]ð]ù]V
Iëæ^ÓífŠÞËÖ]ì†içì…çi^Êíñ^ÚØÓÖJ
Billing complaints per 100 bills issued
Iëæ^Ó{{íf{{ŠÞì†iç{{ËÖ]^ã{{×uÜj{{è{{Ö]
Ùø{{{}NLØ{{{ÛÂÝç{{{è±cc‚{{{ÂêÖ^{{{¶
ì†içËÖ]J
IàÚØÎ_MA
IàÚ†nÒ_URA
11. Percentage of billing complaints resolved within 20
working days.
Iì^{ÂýíΆÇj{Š¹]íéßÚˆÖ]삹]MLLAà{Ú
¹]á^Û–Ö]ÈÖ^fÚ‚{Ãeğ^Ú‚{ÏÚíÂçÊ‚¹]êÖ^
l‚qæácHíÚ‚¤]ð^ãÞc
Time for refund of deposits after closure if
applicable
IOLÝçè
QQQQJJJJl]†öÚl]†öÚl]†öÚl]†öÚð]ù]ð]ù]ð]ù]ð]ù]Ñ^ŞßÖ]í–è†Âƒ^ËßÖ]l^Ú‚¤íÚ‚¤]Ñ^ŞßÖ]í–è†Âƒ^ËßÖ]l^Ú‚¤íÚ‚¤]Ñ^ŞßÖ]í–è†Âƒ^ËßÖ]l^Ú‚¤íÚ‚¤]Ñ^ŞßÖ]í–è†Âƒ^ËßÖ]l^Ú‚¤íÚ‚¤]
íÚ‚¤]ØéÃËjÖíΆÇjŠ¹]íéßÚˆÖ]ìËÖ]
Service activation Time
àÚØÎ_SØÛÂÝ^è_
ØÓÖ Ù^ŞÂù] ‚ÂMLLì‚u]çÖ] íߊÖ] » ¼}
E¼ÏÊíje^nÖ]½çŞ~×ÖD
àÚØÎ_MN
Ùø}^ãuø‘cÖ]Ù^ŞÂù]ífŠÞNPíÂ^‰
±ccÙ^ŞÂù]‚ÂêÖ^¶E¼ÏÊíje^nÖ]½çŞ~×ÖD
àÚ†nÒ_ULA
Ùø}l]…^Š¹]ælø‘çÖ]Ñ^ŞÞÙøÇj‰cífŠÞ
ìæ…„Ö]l^Â^‰
Bandwidth Utilization during the busy hours
àÚ†nÒ_SLA
˜è†ÃÖ]Ñ^ŞßÖ]Øé‘çjÖ톊Ö]ífŠÞEØèˆßi
l^Úç×ù] D ƒ^ËßÖ] íÚ‚} †ÊçÚ íŞÏÞ àÚc±
» ^ãé× ”ç’ß¹] 톊×Ö ÄËjß¹]cíéÎ^Ëi
íÚ‚¤]EBroadband connection Speed (download)
from ISP node to the beneficiariespercentage of
D
•êÓ׊Ö]Ewired broadband servicesD
•ëçè]†Ö]Ewireless broadband servicesD
•MLLA»ì‚]톊Ö]àÚcíÚ‚¤]íéÎ^Ëi
•_ àÚ †nÒTL AífŠßÖ^e ì‚] 톊Ö] àÚ
èçè]†Ö]˜è†ÃÖ]Ñ^ŞßÖ]l^Ú‚¤í
12. íÓfŽÖ]»}`jÖ]
Network Latency
æ^rjè÷á_g«Ñ^ŞßÖ]Ý‚~jŠÚàÚíÓfŽÖ]}`i‡
Ñ^ŞßÖ] íÓf àÛ• l÷^’iý] Äé¶ ±] ˜è†ÃÖ]
àÚ†nÒ_íé×]˜è†ÃÖ]MLLíéÞ^mê××ÚJ
íÚ‚} †ÊçÚ íŞÏÞ áçÓi Ö] íéßÚˆÖ] 삹]
‚u]æ†ãÙø}ì†ÊçjÚÆkÞÞý]J
ISP node unavailability in a month
OLíÏéÎ
݈£]á]‚ÏÊífŠÞ
Packet loss
àÚØÎ_MA
l^Îæù]Ä鶻íÚ‚¤]†ÊçiífŠÞ
Availability
àÚ†nÒ]UUA
ì†içËÖ^eÐ×Ãj¹]ð]ù]V
Iëæ^Ó‚Âì†içËÖ]ì…çi^Êíñ^ÚØÓÖJ
Number of Billing complaints per 100 bills issued
I ëæ^Ó ífŠÞì†içËÖ]^ã×u Üjè Ö]
Ùø}NL ØÛÂ Ýçè±cc‚Â êÖ^¶
]ëæ^ÓŽÖ
Percentage of billing complaints resolved within 20
working days.
Iì^ÂýíΆÇjŠ¹]íéßÚˆÖ]삹]MLLAàÚ
‚Ãeğ^Ú‚ÏÚíÂçÊ‚¹]êÖ^¹]á^Û–Ö]ÈÖ^fÚ
l‚qæácHíÚ‚¤]ð^ãÞc
Time for refund of deposits after closure if
applicable
IàÚØÎ_M
IàÚ†nÒ_URA
IOLÝçè
RRRRJJJJíéÖæ‚Ö]íéiç’Ö]l^Ú‚~×ÖíéŠéñ†Ö]ð]ù]l]†öÚíéÖæ‚Ö]íéiç’Ö]l^Ú‚~×ÖíéŠéñ†Ö]ð]ù]l]†öÚíéÖæ‚Ö]íéiç’Ö]l^Ú‚~×ÖíéŠéñ†Ö]ð]ù]l]†öÚíéÖæ‚Ö]íéiç’Ö]l^Ú‚~×ÖíéŠéñ†Ö]ð]ù]l]†öÚVVVV
í¹^Ó¹]ð]†q]ð‚e»íΆÇjŠ¹]íéßÚˆÖ]삹]E
°Þ†Ö]íÛÇÞÅ^îjuæÜΆÖ]†èæ‚i‚ÃeD
Call Set Up Time (Post dialing delay to ring tone)
àÚØÎ_PêÞ]çm
13. ‡ý]ífŠÞl^Â^‰Ùø}íÒ†v×Ö…^ŠÚØÓÖÝ^u
ìæ…„Ö]
Congestion level per Traffic ROUTE During busy
hours
àÚØÎ_NA
l^Â^‰ Ùø} í×^ËÖ] íéÖæ‚Ö] l^¹^Ó¹] ífŠÞ
íÒ†v×Öìæ…„Ö]c±cl^¹^Ó¹]‚ÂêÖ^¶
Unsuccessful Call Ratio during busy hour
àÚØÎ_OA
†möÚØŞÂí¢^ÃÚ»íΆÇjŠ¹]íéßÚˆÖ]삹]
£]î×ÂíéŠéñ…íéj€íéßeíבæ»íÒ†
Resolution time of a Backbone Link fault impacting
traffic
àÚØÎ_Pl^Â^‰
†möÚØŞÂí¢^ÃÚ»íΆÇjŠ¹]íéßÚˆÖ]삹]
êÖæ‚Ö]„Ëß¹]»íÒ†£]î×Â
Resolution time of International Gateway fault
impacting traffic
]æíÂ^‰àÚØÎ_ì‚u
l^Â^‰ Ùø} ܉^Ϲ] l^¢^ÃÚ íÖç· ífŠÞ
܉^ÏÛ×Öìæ…„Ö]
Switch Processor Load during busy hours
_àÚØÎTQA
íéÖæ‚Ö]܉^Ϲ^eï‚’Ö]l^ÃÞ^ÚÝ]‚~j‰]ífŠÞ
íéiç’Ö]l^¹^ÓÛ×Ö
Percentage of Echo Cancellers Usage at the Central
Office
àÚ†nÒ_UUzUA
ç’Ö]ìçql
Speech Quality
àÚØ–Ê_OàÚáçÓÚŒ^éÏÚàÚl^q…Q
l^q…
SSSSJJJJíè†vfÖ]Øe]çÓÖ]l^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚíè†vfÖ]Øe]çÓÖ]l^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚíè†vfÖ]Øe]çÓÖ]l^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚíè†vfÖ]Øe]çÓÖ]l^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚVVVV
l^Îæù]Ä鶻íÚ‚¤]†ÊçiífŠÞ
Availability
UUzUQA
l]†öÚcíÚ‚¤]ïçjŠÚíéÎ^Ëi
Parameters according to SLA
gŠucíÚ‚¤]ïçjŠÚíéÎ^Ëi
14. TJù]l]†öÚù]l]†öÚù]l]†öÚù]l]†öÚíèÖ]Øe]çÓÖ]íÚ‚¤íéŠéñ†Ö]ð]íèÖ]Øe]çÓÖ]íÚ‚¤íéŠéñ†Ö]ð]íèÖ]Øe]çÓÖ]íÚ‚¤íéŠéñ†Ö]ð]íèÖ]Øe]çÓÖ]íÚ‚¤íéŠéñ†Ö]ð]V
l^Îæù]Ä鶻íÚ‚¤]†ÊçiífŠÞ
Availability
UUzUQA
l]†öÚcíÚ‚¤]ïçjŠÚíéÎ^Ëi
Parameters according to SLA
gŠucíÚ‚¤]ïçjŠÚíéÎ^Ëi
UJÙ^’iý]l^Î^Şel^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚÙ^’iý]l^Î^Şel^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚÙ^’iý]l^Î^Şel^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚÙ^’iý]l^Î^Şel^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚVVVV
°ÃËjß¹]ëæ^ÓífŠÞýß¹]‚ÂêÖ^¶°ÃËj
Percentage of beneficiaries complaints to the total
number of beneficiaries
àÚØÎ_MA
÷^’i÷]l^Î^Şfeí‘^¤]°ÃËjß¹]ëæ^Ó‚Â
ØÓÖíéÖæ‚Ö]MLLLíÎ^Şe
number of beneficiaries complaints on international
calling cards per 1000 cards
àÚØÎ_M
MLMLMLMLJJJJíéñ^–ËÖ]l÷^’iý]l^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚíéñ^–ËÖ]l÷^’iý]l^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚíéñ^–ËÖ]l÷^’iý]l^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚíéñ^–ËÖ]l÷^’iý]l^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚVVVV
l^Îæù]Ä鶻íÚ‚¤]†ÊçiífŠÞ
Availability
àÚ†nÒ_UUzUQA
l]†öÚcíÚ‚¤]ïçjŠÚíéÎ^Ëi
Parameters according to SLA
gŠucíÚ‚¤]ïçjŠÚíéÎ^Ëi
MMMMMMMMJJJJí‘^¤]l÷^’iý]l^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚí‘^¤]l÷^’iý]l^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚí‘^¤]l÷^’iý]l^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚí‘^¤]l÷^’iý]l^Ú‚¤íéŠéñ†Ö]ð]ù]l]†öÚVVVV
ëæ^ÓífŠÞàñ^eˆÖ]
Percentage of beneficiaries to the total number of
complaints
_àÚØÎMA
l]†öÚcíÚ‚¤]ïçjŠÚíéÎ^Ëi
Parameters according to SLA
gŠucíÚ‚¤]ïçjŠÚíéÎ^Ëi
MNMNMNMNJJJJì†qö¹]½çޤ]íÚ‚¤íéŠéñ†Ö]ð]ù]l]†öÚì†qö¹]½çޤ]íÚ‚¤íéŠéñ†Ö]ð]ù]l]†öÚì†qö¹]½çޤ]íÚ‚¤íéŠéñ†Ö]ð]ù]l]†öÚì†qö¹]½çޤ]íÚ‚¤íéŠéñ†Ö]ð]ù]l]†öÚEEEEíéÖæ‚Ö]æíé×]íéÖæ‚Ö]æíé×]íéÖæ‚Ö]æíé×]íéÖæ‚Ö]æíé×]VDVDVDVD
ù]Ä鶻íÚ‚¤]†ÊçiífŠÞl^Îæ
Availability
UUzUQA
15. íé×]V
I» l^fת×Ö ¼e†Ö] ÊçjÖ ð^ÊçÖ] ífŠÞ
»ì‚]‚éÂ]ç¹]cíÚ‚¤]íéÎ^Ëi
Percentage of fulfillment of Supply Time for
Connection as per SLA
I ØÓÖ Ù^ŞÂù] ‚ÂMLL» †qöÚ ¼}
íߊÖ]
failures per 100 beneficiaries per quarter
IÞ Üjè Ö] Ù^ŞÂù] ífŠc^ÏÊæ ^ãuø‘
»ì‚]ì‚Û×ÖcíÚ‚¤]íéÎ^Ëi
percentage of resolved faults within the time
duration specified in SLA
I_àÚ†nÒULA
I
IàÚØÎ_MLÙ^ŞÂ_
IàÚ†nÒ_ULA
íéÖæ‚Ö]V
I» l^fת×Ö ¼e†Ö] ÊçjÖ ð^ÊçÖ] ífŠÞ
»ì‚]‚éÂ]ç¹]cíÚ‚¤]íéÎ^Ëi
Percentage of fulfilment of Supply Time for
Connection as per SLA
I ØÓÖ Ù^ŞÂù] ‚ÂMLL» †qöÚ ¼}
íߊÖ]
failures per 100 beneficiaries per quarter
IØŞÂí¢^ÃÚ»íΆÇjŠ¹]íéßÚˆÖ]삹]
íéj€íéßeíבæ»íÒ†£]î׆möÚ
íéŠéñ…
Resolution time of a Backbone Link fault impacting
traffic
I Üjè Ö] Ù^ŞÂù] ífŠÞc^ÏÊæ ^ãuø‘
»ì‚]ì‚Û×ÖcíÚ‚¤]íéÎ^Ëi
percentage of resolved faults within the time
duration specified in SLA
I_†nÒULA
IàÚØÎ_MLÙ^ŞÂ_
IØÎ_Pl^Â^‰
I_àÚ†nÒULA
MOMOMOMOJJJJ]†öÚ]†öÚ]†öÚ]†öÚíÊ^–¹]íÛéÏÖ]l^Ú‚¤íéŠéñ†Ö]ð]ù]líÊ^–¹]íÛéÏÖ]l^Ú‚¤íéŠéñ†Ö]ð]ù]líÊ^–¹]íÛéÏÖ]l^Ú‚¤íéŠéñ†Ö]ð]ù]líÊ^–¹]íÛéÏÖ]l^Ú‚¤íéŠéñ†Ö]ð]ù]l
ý°ÃËjß¹]ëæ^ÓífŠÞ°ÃËjß¹]‚ÂêÖ^¶
beneficiaries complaints to the total of beneficiaries
percentage of
_àÚØÎMA
16. íéÃÛŠÖ]”ç’ßÖ]V
I‚u]æÝçèÙø}íÚ‚¤]‡^¨cífŠÞ
Service Fulfilment within one day
I^ÓŽÖ]‚ÂØÓÖëæMLLØÓÖÄËjßÚO†ã_
Number of Complaints per 100 beneficiaries per
quarter
IÙø}^ã×uÜjèÖ]ëæ^ÓŽÖ]ífŠÞML
ØÛÂÝ^è_
Percentage of Complaint resolved within 10
working days
Iëæ^Ó‚Âì†içËÖ]ØÓÖMLLLì…çi^Ê
Number of Billing Complaints per 1000 bills
Ilç’Ö]ìçq
Speech Quality
IàÚ†nÒ_UQA
IàÚØÎ_Qëæ^Ó
IàÚ†nÒ]UQA
Iì‚u]æïçÓ
IàÚî×Â_PàÚáçÓÚŒ^éÏÚàÚl^q…Q
l^q…
íéÖ^ÃÖ]íÛéÏÖ]l]ƒl^Ú‚¤]Epremium charged
servicesDV
IíÚ‚¤]‡^¨cífŠÞ
Percentage of Service Fulfillment
IÓŽÖ]‚ÂØÓÖëæ^MLLØÓÖÄËjßÚO†ã_
Number of Complaints per 100 beneficiaries per
quarter
IÙø} ^ã×u Üjè Ö] ëæ^ÓŽÖ] ífŠÞ
ëæ^ÓŽÖ]‚ÂêÖ^¶]±]ØÛÂêÚçè
Iëæ^Ó‚Âì†içËÖ]ØÓÖMLLLì…çi^Ê
Number ofBilling complaints per 1000 bills
IgתÖ]î×Âð^ße
IàÚØÎ_Qëæ^Ó
IàÚ†nÒ]UUA
Iì‚u]æïçÓ