Summary

The Service Quality Agreement (SQA) is a bi or multilateral agreement between interconnecting ROAs, network providers and/or service providers to initiate a formalized programme to monitor, measure and set targets that are intended to satisfy the end user and other customers. When appropriate, mutually agreed action plans will be developed to improve a target that is below the expected level of performance.

This Recommendation outlines a framework for a service quality agreement that network/service providers can mutually use to provide an agreed level of network and service performance. The SQA shall provide an agreed understanding between ROAs for measurements and targets that satisfy the end user.