July 28, 2004

QUALITY OF SERVICE (QOS) STANDARDS FOR INTERNET ACCESS SERVICES FOR THE JAN - MAR 2004 QUARTER

1. Network Availability




2. System Accessibility

2.1 For Dial-up Access




2.2 For Leased-line Access




3. Service Activation

3.1 For Dial-up Access




3.2 For Leased-line Access




4. No. of Complaints Per 1000 Subscribers on Quality of Service




Notes:

The above information is based on self-reporting results submitted by the service providers to IDA on a quarterly basis. Statistical reporting provided by the different service providers may differ.

1. System accessibility measures the ease with which the subscribers are able to access the Internet network.
   
   
2. Dial-up users must be able to be connected more than 95% of the time.
   
   
3. Leased line users must be able to be connected more than 99% of the time.
   
   
4. Service activation time refers to the elapsed time between the receipt of the customer application and the activation of the service.
   
   
5. For dial-up, all service applications are to be activated <= 3 working days.
   
   
6. For leased line, all service applications are to be activated <= 7 working days (excludes installation time).
   
   
7. Number of complaints per 1000 subscribers refers to the total number of complaints received from the subscribers to the Internet operator per 1000 subscribers in a month. Complaint is defined as any expression of dissatisfaction with the service provider's service, product, advertisement or policy via oral or written communication that requires some action by the service provider beyond the initial contact.
   
   
8. Figures are rounded up to 2 decimal places. Readings under "No. of Complaints Per 1000 Subscribers" will be rounded up to 3 decimal places.