Recommendation ITU-T  E.803 (07/2022) Quality of service parameters for supporting service aspects
Summary
History
FOREWORD
Table of Contents
1 Scope
2 References
3 Definitions
     3.1 Terms defined elsewhere
     3.2 Terms defined in this Recommendation
4 Abbreviations and acronyms
5 Conventions
6 Identification of QoS parameters for stages other than the utilization of a service
7 Selection of parameters for the comparison of a service provider's performance by customers
8 Reporting of QoS performance levels for the benefit of customers
Annex A  List of QoS parameters and procedures for measuring, computing and  reporting performance values on selected parameters
     A.1 Preliminary information on telecommunication services
          A.1.1 Parameter 1: Integrity of preliminary information
               A.1.1.1 Definition
               A.1.1.2 Measurement
               A.1.1.3 Reference
          A.1.2 Parameter 2: Pricing transparency
               A.1.2.1 Definition
               A.1.2.2 Explanation of the definition of the parameter
               A.1.2.3 Equation
               A.1.2.4 Measurement
               A.1.2.5 Specific description of the evaluation
               A.1.2.6 Trigger points
               A.1.2.7 Representativeness
               A.1.2.8 Presentation of parameter values
          A.1.3 Parameter 3: Availability of PI
               A.1.3.1 Definition
               A.1.3.2 Measurement
               A.1.3.3 Reference
          A.1.4 Parameter 4: Response time for the provision of PI
               A.1.4.1 Definition
               A.1.4.2 Measurement
               A.1.4.3 Reference
          A.1.5 Parameter 5: Response time of the commercial desk
               A.1.5.1 Definition
               A.1.5.2 Reference
     A.2 Contractual matters between ICT service providers and customers
          A.2.1 Parameter 6: Integrity of contract information
               A.2.1.1 Definition
               A.2.1.2 Explanation of the definition of the parameter
               A.2.1.3 Equation
               A.2.1.4 Measurement
               A.2.1.5 Specific description of the evaluation
               A.2.1.6 Trigger points
               A.2.1.7 Representativeness
               A.2.1.8 Presentation of parameter values
          A.2.2 Parameter 7: Compliance of contractual terms with preliminary information
               A.2.2.1 Definition
               A.2.2.2 Measurement
               A.2.2.3 Reference
          A.2.3 Parameter 8: Flexibility for customization before contract
               A.2.3.1 Definition
               A.2.3.2 Measurement
               A.2.3.3 Reference
          A.2.4 Parameter 9: Ease and flexibility to amend terms after the formal contract
               A.2.4.1 Definition
               A.2.4.2 Measurement
               A.2.4.3 Reference
     A.3 Provision of services
          A.3.1 Parameter 10: Meeting promised provisioning date
               A.3.1.1 Definition
               A.3.1.2 Explanation of the definition of the parameter
               A.3.1.3 Equation
               A.3.1.4 Measurement
               A.3.1.5 Specific description of evaluation
               A.3.1.6 Trigger points
               A.3.1.7 Representativeness / confidence level
               A.3.1.8 Presentation of the parameter values
          A.3.2 Parameter 11: Time for provisioning
               A.3.2.1 Definition
               A.3.2.2 Measurement
               A.3.2.3 Reference
          A.3.3 Parameter 12: Successful provisioning within a specified period
               A.3.3.1 Definition
               A.3.3.2 Measurement
               A.3.3.3 Reference
          A.3.4 Parameter 13: Contract cancelled due to non-fulfilment
               A.3.4.1 Definition
               A.3.4.2 Measurement
               A.3.4.3 Reference
          A.3.5 Parameter 14: Completeness of fulfilment of contractual specification in the provision of a service
               A.3.5.1 Definition
               A.3.5.2 Measurement
               A.3.5.3 Reference
          A.3.6 Parameter 15: Punctuality of the service provisioning
               A.3.6.1 Definition
               A.3.6.2 Measurement
               A.3.6.3 Reference
          A.3.7 Parameter 16: Punctuality of the equipment delivery of the service provisioning
               A.3.7.1 Definition
               A.3.7.2 Measurement
               A.3.7.3 Reference
          A.3.8 Parameter 17: Provisioning not complete and correct first time
               A.3.8.1 Definition
               A.3.8.2 Measurement
               A.3.8.3 Reference
     A.4 Service alteration
          A.4.1 Parameter 18: Time for alteration of the service
               A.4.1.1 Definition
               A.4.1.2 Measurement
               A.4.1.3 Reference
          A.4.2 Parameter 19: Successful service alteration within a specified period
               A.4.2.1 Definition
               A.4.2.2 Measurement
               A.4.2.3 Reference
          A.4.3 Parameter 20: Completeness of the fulfilment of the contractual specification in the alteration of a service
               A.4.3.1 Definition
               A.4.3.2 Measurement
               A.4.3.3 Reference
          A.4.4 Parameter 21: Punctuality of the appointments for a service alteration
               A.4.4.1 Definition
               A.4.4.2 Measurement
               A.4.4.3 Reference
          A.4.5 Parameter 22: Punctuality of the equipment delivery for a service alteration.
               A.4.5.1 Definition
               A.4.5.2 Measurement
               A.4.5.3 Reference
          A.4.6 Parameter 23: Service alteration not complete and correct the first time
               A.4.6.1 Definition
               A.4.6.2 Measurement
               A.4.6.3 Reference
          A.4.7 Parameter 24: Conformity and the success of the service alteration
               A.4.7.1 Definition
               A.4.7.2 Measurement
               A.4.7.3 Reference
          A.4.8 Parameter 25: Technical reliability of service within an agreed period after an alteration
               A.4.8.1 Definition
               A.4.8.2 Measurement
               A.4.8.3 Reference
          A.4.9 Parameter 26: Organizational efficiency of the service provider to carry out a service alteration
               A.4.9.1 Definition
               A.4.9.2 Measurement
               A.4.9.3 Reference
     A.5 Technical upgrade
          A.5.1 Parameter 27: Time for a technical upgrade of a service
               A.5.1.1 Definition
               A.5.1.2 Measurement
               A.5.1.3 Reference
          A.5.2 Parameter 28: Successful technical upgrade within a specified period
               A.5.2.1 Definition
               A.5.2.2 Measurement
               A.5.2.3 Reference
          A.5.3 Parameter 29: Completeness of the fulfilment of the specification in the technical upgrade of a service
               A.5.3.1 Definition
               A.5.3.2 Measurement
               A.5.3.3 Reference
          A.5.4 Parameter 30: Punctuality of the appointments for a technical upgrade
               A.5.4.1 Definition
               A.5.4.2 Measurement
               A.5.4.3 Reference
          A.5.5 Parameter 31: Outage time due to a technical upgrade
               A.5.5.1 Definition
               A.5.5.2 Explanation of the definition of the parameter
               A.5.5.3 Equation
               A.5.5.4 Measurement
               A.5.5.5 Specific description of the evaluation
               A.5.5.6 Trigger points
               A.5.5.7 Representativeness
               A.5.5.8 Presentation of the parameter values
          A.5.6 Parameter 32: Technical upgrade not complete and correct the first time
               A.5.6.1 Definition
               A.5.6.2 Measurement
               A.5.6.3 Reference
          A.5.7 Parameter 33: Conformity and success of the technical upgrade
               A.5.7.1 Definition
               A.5.7.2 Measurement
               A.5.7.3 Reference
          A.5.8 Parameter 34: Technical reliability of the service within an agreed period after a technical upgrade
               A.5.8.1 Definition
               A.5.8.2 Measurement
               A.5.8.3 Reference
          A.5.9 Parameter 35: Organizational efficiency of the service provider to carry out a technical upgrade
               A.5.9.1 Definition
               A.5.9.2 Measurement
               A.5.9.3 Reference
          A.5.10 Parameter 36: Competence and preparedness of the service provider for technical upgrade
               A.5.10.1 Definition
               A.5.10.2 Measurement
               A.5.10.3 Reference
     A.6 Documentation of services (operational instructions)
          A.6.1 Parameter 37: Documentation of delivery time
               A.6.1.1 Definition
               A.6.1.2 Measurement
               A.6.1.3 Reference
          A.6.2 Parameter 38: Availability of the documentation within a specified period of time
               A.6.2.1 Definition
               A.6.2.2 Measurement
               A.6.2.3 Reference
          A.6.3 Parameter 39: Integrity (correctness and completeness) of the documentation
               A.6.3.1 Definition
               A.6.3.2 Explanation of the definition of the parameter
               A.6.3.3 Equation
               A.6.3.4 Measurement
               A.6.3.5 Specific description of the evaluation
               A.6.3.6 Trigger points
               A.6.3.7 Representativeness
               A.6.3.8 Presentation of the parameter values
          A.6.4 Parameter 40: Modes of documentation
               A.6.4.1 Definition
               A.6.4.2 Measurement
               A.6.4.3 Reference
          A.6.5 Parameter 41: Legibility of the documentation
               A.6.5.1 Definition
               A.6.5.2 Measurement
               A.6.5.3 Reference
          A.6.6 Parameter 42: Overall reliability of the documentation services
               A.6.6.1 Definition
               A.6.6.2 Measurement
               A.6.6.3 Reference
     A.7 Technical support provided by the service provider
          A.7.1 Parameter 43: Accessibility to technical support
               A.7.1.1 Definition
               A.7.1.2 Explanation of the definition of the parameter
               A.7.1.3 Equation
               A.7.1.4 Measurement
               A.7.1.5 Specific description of the evaluation
               A.7.1.6 Trigger points
               A.7.1.7 Representativeness
               A.7.1.8 Presentation of the parameter values
          A.7.2 Parameter 44: Technical solutions achieved within a specified period
               A.7.2.1 Definition
               A.7.2.2 Measurement
               A.7.2.3 Reference
          A.7.3 Parameter 45: Number of attempts before a successful solution
               A.7.3.1 Definition
               A.7.3.2 Measurement
               A.7.3.3 Reference
          A.7.4 Parameter 46: Integrity of the technical solutions
               A.7.4.1 Definition
               A.7.4.2 Measurement
               A.7.4.3 Reference
          A.7.5 Parameter 47: Reliability of the technical solutions achieved
               A.7.5.1 Definition
               A.7.5.2 Measurement
               A.7.5.3 Reference
          A.7.6 Parameter 48: Modes of technical support
               A.7.6.1 Definition
               A.7.6.2 Measurement
               A.7.6.3 Reference
     A.8 Commercial support provided by a service provider
          A.8.1 Parameter 49: Accessibility of the commercial support
               A.8.1.1 Definition
               A.8.1.2 Measurement
               A.8.1.3 Reference
          A.8.2 Parameter 50: Commercial solution delivery time
               A.8.2.1 Definition
               A.8.2.2 Measurement
               A.8.2.3 Reference
          A.8.3 Parameter 51: Commercial solutions achieved within a specified period of time
               A.8.3.1 Definition
               A.8.3.2 Measurement
               A.8.3.3 Reference
          A.8.4 Parameter 52: Integrity of the commercial solutions achieved by a service provider
               A.8.4.1 Definition
               A.8.4.2 Measurement
               A.8.4.3 Reference
          A.8.5 Parameter 53: Modes of commercial support
               A.8.5.1 Definition
               A.8.5.2 Measurement
               A.8.5.3 Reference
          A.8.6 Parameter 54: Organizational efficiency of commercial support
               A.8.6.1 Definition
               A.8.6.2 Measurement
               A.8.6.3 Reference
     A.9 Complaint management
          A.9.1 Parameter 55: Accessibility of the complaint management
               A.9.1.1 Definition
               A.9.1.2 Measurement
               A.9.1.3 Reference
          A.9.2 Parameter 56: Recognition of the customer complaints
               A.9.2.1 Definition
               A.9.2.2 Measurement
               A.9.2.3 Reference
          A.9.3 Parameter 57: Complaint solutions not complete and correct first time
               A.9.3.1 Definition
               A.9.3.2 Measurement
               A.9.3.3 Reference
          A.9.4 Parameter 58: Integrity of complaint resolution
               A.9.4.1 Definition
               A.9.4.2 Measurement
               A.9.4.3 Reference
          A.9.5 Parameter 59: Customer perception of the complaint management
               A.9.5.1 Definition
               A.9.5.2 Measurement
               A.9.5.3 Reference
          A.9.6 Parameter 60: Overall quality of the complaint management process
               A.9.6.1 Definition
               A.9.6.2 Measurement
               A.9.6.3 Reference
          A.9.7 Parameter 61: Organizational efficiency of a complaint management system
               A.9.7.1 Definition
               A.9.7.2 Explanation of the definition of the parameter
               A.9.7.3 Equation
               A.9.7.4 Measurement
               A.9.7.5 Specific description of the evaluation
               A.9.7.6 Trigger points
               A.9.7.7 Representativeness
               A.9.7.8 Presentation of the parameter values
     A.10 Repair services
          A.10.1 Parameter 62: Accessibility of the repair services
               A.10.1.1 Definition
               A.10.1.2 Measurement
               A.10.1.3 Reference
          A.10.2 Parameter 63: Successful repairs carried out within a specified period of time
               A.10.2.1 Definition
               A.10.2.2 Explanation of the definition of the parameter
               A.10.2.3 Equation
               A.10.2.4 Measurement
               A.10.2.5 Specific description of evaluation
               A.10.2.6 Trigger points
               A.10.2.7 Representativeness
               A.10.2.8 Presentation of parameter values
          A.10.3 Parameter 64: Repairs not complete and correct the first time
               A.10.3.1 Definition
               A.10.3.2 Measurement
               A.10.3.3 Reference
          A.10.4 Parameter 65: Punctuality of the appointments for repairs
               A.10.4.1 Definition
               A.10.4.2 Measurement
               A.10.4.3 Reference
          A.10.5 Parameter 66: Efficiency of the repair services
               A.10.5.1 Definition
               A.10.5.2 Measurement
               A.10.5.3 Reference
          A.10.6 Parameter 67: Organizational efficiency of repair services
               A.10.6.1 Definition
               A.10.6.2 Measurement
               A.10.6.3 Reference
          A.10.7 Parameter 68: Notification of root cause of the outage
               A.10.7.1 Definition
               A.10.7.2 Measurement
     A.11 Metering, charging and billing
          A.11.1 Parameter 69: Accessibility of tariff information
               A.11.1.1 Definition
               A.11.1.2 Explanation of the definition of the parameter
               A.11.1.3 Equation
               A.11.1.4 Measurement
               A.11.1.5 Specific description of evaluation
               A.11.1.6 Trigger points
               A.11.1.7 Representativeness
               A.11.1.8 Presentation of the parameter values
          A.11.2 Parameter 70: Successful notification of the exceeding billing budget
               A.11.2.1 Definition
               A.11.2.2 Measurement
               A.11.2.3 Reference
          A.11.3 Parameter 71: Notification time (delay) of the exceeding billing budget
               A.11.3.1 Definition
               A.11.3.2 Measurement
               A.11.3.3 Reference
          A.11.4 Parameter 72: Accessibility of the account management
               A.11.4.1 Definition
               A.11.4.2 Measurement
               A.11.4.3 Reference
          A.11.5 Parameter 73: Time to update the charging information
               A.11.5.1 Definition
               A.11.5.2 Measurement
               A.11.5.3 Reference
          A.11.6 Parameter 74: Timeliness of the bill delivery
               A.11.6.1 Definition
               A.11.6.2 Measurement
               A.11.6.3 Reference
          A.11.7 Parameter 75: Bill delivery delay
               A.11.7.1 Definition
               A.11.7.2 Measurement
               A.11.7.3 Reference
          A.11.8 Parameter 76: Late notification of the amount due
               A.11.8.1 Definition
               A.11.8.2 Measurement
               A.11.8.3 Reference
          A.11.9 Parameter 77: Modes of the billing information transfer
               A.11.9.1 Definition
               A.11.9.2 Measurement
               A.11.9.3 Reference
          A.11.10 Parameter 78: Organizational efficiency of the billing service
               A.11.10.1 Definition
               A.11.10.2 Measurement
               A.11.10.3 Reference
     A.12 Network/service management by the customer
          A.12.1 Parameter 79: Outage duration
               A.12.1.1 Definition
               A.12.1.2 Measurement
          A.12.2 Parameter 80: Frequency of outages
               A.12.2.1 Definition
               A.12.2.2 Explanation of the definition of the parameter
               A.12.2.3 Equation
               A.12.2.4 Measurement
               A.12.2.5 Specific description of the evaluation
               A.12.2.6 Trigger points
               A.12.2.7 Representativeness
               A.12.2.8 Presentation of the parameter values
          A.12.3 Parameter 81: Response time for a reply to the requests
               A.12.3.1 Definition
               A.12.3.2 Measurement
               A.12.3.3 Reference
          A.12.4 Parameter 82: Successful request response
               A.12.4.1 Definition
               A.12.4.2 Measurement
               A.12.4.3 Reference
          A.12.5 Parameter 83: Overall reliability of the network/service management service
               A.12.5.1 Definition
               A.12.5.2 Measurement
               A.12.5.3 Reference
          A.12.6 Parameter 84: Organizational efficiency of the network/service management service
               A.12.6.1 Definition
               A.12.6.2 Measurement
               A.12.6.3 Reference
          A.12.7 Parameter 85: Reliability of the planned outage notification
               A.12.7.1 Definition
               A.12.7.2 Measurement
     A.13 Cessation of service
          A.13.1 Parameter 86: Cessation acknowledgement time
               A.13.1.1 Definition
               A.13.1.2 Measurement
               A.13.1.3 Reference
          A.13.2 Parameter 87: Cessation request acknowledgement
               A.13.2.1 Definition
               A.13.2.2 Measurement
               A.13.2.3 Reference
          A.13.3 Parameter 88: Accessibility of the cessation facility
               A.13.3.1 Definition
               A.13.3.2 Measurement
               A.13.3.3 Reference
          A.13.4 Parameter 89: Contractual cessations achieved
               A.13.4.1 Definition
               A.13.4.2 Measurement
               A.13.4.3 Reference
Annex B  A common basis for QoS parameter assessment
     B.1 Opinion rating (OR)
          B.1.1 Definition of OR
          B.1.2 Example
     B.2 Selection of an appropriate data source
          B.2.1 Expert panel
          B.2.2 Customer survey
          B.2.3 Service provider data
     B.3 Samples sizes and examples
          B.3.1 Statistical considerations
               B.3.1.1 Low sample sizes
               B.3.1.2 Medium sample sizes
               B.3.1.3 Large sample sizes
          B.3.2 Mean value versus median
          B.3.3 Confidence level
          B.3.4 Accuracy of indicators
          B.3.5 Observation period
          B.3.6 Selection of panels
          B.3.7 Determination of boundary conditions prior to the assessment of parameters
     B.4 Guidance on the presentation of the results
          B.4.1 Histogram
          B.4.2 Distribution functions
          B.4.3 Mean value
          B.4.4 Quantile
          B.4.5 Chart
          B.4.6 Choice of the best suited presentations
Bibliography
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