CONTENTS

 1     Introduction
 2     Purpose
 3     Framework
        3.1     Typical list of contents
        3.2     Description of contents by item
                  3.2.1     Introduction
                  3.2.2     Scope
                  3.2.3     Confidentiality
                  3.2.4     Legal status
                  3.2.5     Measurements and targets
                  3.2.6     Review process
                  3.2.7     Signatories
                  3.2.8     Annex description
 4     Example of SQA between ROAs
Annex A - Framework schematic for SQA development
Annex B - Example of services and measurements
        B.1     Services
        B.2     Measurements
                  B.2.1     Objective (technical and/or network)
                  B.2.2     Subjective (customer survey measurements)
Appendix I - Example of Service Quality Agreement (SQA) between ROAs
        I.1     Introduction
        I.2     Scope
        I.3     Confidentiality
        I.4     Measurements and targets
        I.5     Management review process
        I.6     Signatories
Annex I.A - Contact point(s)
Annex I.B - List of measures
Annex I.C - Summary of typical measurements