* QuyÕt ®Þnh ban hµnh cña bé tr­ëng bé b­u chÝnh viÔn th ng 7

QuyÕt ®Þnh cña bé tr­ëng bé b­u chÝnh, viÔn th«ng

• 
  C¨n cø Ph¸p lÖnh ChÊt l­îng hµng hãa ngµy 04/01/2000;
  
• 
  C¨n cø NghÞ ®Þnh sè 90/2002/N§-CP ngµy 11/11/2002 cña ChÝnh phñ quy ®Þnh chøc n¨ng, nhiÖm vô, quyÒn h¹n vµ c¬ cÊu tæ chøc cña Bé B­u chÝnh, ViÔn th«ng;
  
• 
  C¨n cø QuyÕt ®Þnh sè 27/2001/Q§-TCB§ ngµy 09/01/2001 cña Tæng côc
  B­u ®iÖn (nay là Bé B­u chÝnh, ViÔn th«ng) vÒ viÖc x©y dùng, ban hµnh vµ c«ng bè tiªu chuÈn trong ngµnh B­u ®iÖn;
  
• 
  Theo ®Ò nghÞ cña Vô tr­ëng Vô Khoa häc - C«ng nghÖ,
  

1. DÞch vô ®iÖn tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng - Tiªu chuÈn chÊt l­îng,

M· sè TCN 68-176: 2003;

2. DÞch vô ®iÖn tho¹i trªn m¹ng di ®éng mÆt ®Êt c«ng céng - Tiªu chuÈn

M· sè TCN 68-186: 2003;

3. DÞch vô Internet - Tiªu chuÈn chÊt l­îng,

M· sè TCN 68-218: 2003.

1. DÞch vô viÔn th«ng trªn m¹ng ®iÖn tho¹i c«ng céng - Tiªu chuÈn chÊt l­îng,

M· sè TCN 68-176: 1998;

2. DÞch vô viÔn th«ng trªn m¹ng di ®éng mÆt ®Êt c«ng céng - Tiªu chuÈn

M· sè TCN 68-186: 1999;

3. Tiªu chuÈn chÊt l­îng dÞch vô Internet (ban hµnh theo QuyÕt ®Þnh sè
683/1997/Q§-TCB§ ngµy 14/11/1997 cña Tæng côc B­u ®iÖn).

§iÒu 3.- HiÖu lùc b¾t buéc ¸p dông c¸c tiªu chuÈn nªu ë §iÒu 1 sau 15 ngµy kÓ tõ ngµy ký QuyÕt ®Þnh nµy.

§iÒu 4.- Ch¸nh v¨n phßng, Vô tr­ëng Vô Khoa häc - C«ng nghÖ, thñ tr­ëng c¸c ®¬n vÞ chøc n¨ng, c¸c ®¬n vÞ trùc thuéc Bé B­u chÝnh, ViÔn th«ng vµ c¸c tæ chøc, c¸ nh©n liªn quan chÞu tr¸ch nhiÖm thi hµnh quyÕt ®Þnh nµy.

K/T. Bé tr­ëng Bé B­u chÝnh, ViÔn th«ng

thø tr­ëng th­êng trùc

§· ký: Mai Liªm Trùc

DÞCH Vô INTERNET

TI£U CHUÈN CHÊT L¦îNG

(Ban hµnh kÌm theo QuyÕt ®Þnh sè 161/2003/Q§-BBCVT ngµy 30/9/2003
cña Bé tr­ëng Bé B­u chÝnh, ViÔn th«ng)

1. Ph¹m vi vµ ®èi t­îng ¸p dông

1.1 Tiªu chuÈn nµy quy ®Þnh c¸c chØ tiªu chÊt l­­îng cho dÞch vô truy nhËp Internet gi¸n tiÕp qua m¹ng ®iÖn tho¹i c«ng céng (PSTN) vµ dÞch vô kÕt nèi Internet.

1.2 Tiªu chuÈn nµy lµ c¬ së ®Ó c¬ quan qu¶n lý Nhµ n­íc thùc hiÖn viÖc qu¶n lý chÊt l­îng dÞch vô Internet do c¸c doanh nghiÖp cung cÊp dÞch vô Internet (nh­ ®­îc ®Þnh nghÜa t¹i môc 2.2.1) cung cÊp theo c¸c quy ®Þnh cña ChÝnh phñ vµ cña Bé B­u chÝnh, ViÔn th«ng, bao gåm:

- §¨ng ký chÊt l­îng dÞch vô;

- B¸o c¸o chÊt l­îng dÞch vô;

- KiÓm tra chÊt l­îng dÞch vô;

- Gi¸m s¸t chÊt l­îng dÞch vô.

2. C¸c ch÷ viÕt t¾t, ®Þnh nghÜa vµ kh¸i niÖm

2.1 Ch÷ viÕt t¾t

- Doanh nghiÖp cung cÊp dÞch vô kÕt nèi Internet (IXP): lµ doanh nghiÖp ®­îc Bé B­u chÝnh, ViÔn th«ng cÊp phÐp cung cÊp dÞch vô kÕt nèi Internet.

- Doanh nghiÖp cung cÊp dÞch vô truy nhËp Internet (ISP): lµ doanh nghiÖp ®­îc Bé B­u chÝnh, ViÔn th«ng cÊp phÐp cung cÊp dÞch vô truy nhËp Internet.

2.2.2 Kh¸ch hµng (ng­êi sö dông dÞch vô): lµ c¸ nh©n, tæ chøc ViÖt Nam hoÆc n­íc
ngoµi sö dông hîp ph¸p dÞch vô Internet ë ViÖt Nam.

2.3 C¸c kh¸i niÖm

2.3.1 ChÊt l­îng dÞch vô: ChÊt l­îng dÞch vô lµ kÕt qu¶ tæng hîp cña c¸c chØ tiªu
thÓ hiÖn møc ®é hµi lßng cña kh¸ch hµng ®èi víi dÞch vô.

2.3.2 Ph­¬ng ph¸p kiÓm tra: Ph­¬ng ph¸p kiÓm tra lµ c¸c ph­¬ng ph¸p ®¸nh gi¸ chÊt l­îng dÞch vô víi møc lÊy mÉu tèi thiÓu ®­îc c¬ quan qu¶n lý Nhµ n­íc vµ doanh nghiÖp cung cÊp dÞch vô ¸p dông trong viÖc ®o kiÓm ®Ó b¸o c¸o, kiÓm tra, gi¸m s¸t chÊt l­îng dÞch vô.

Mçi chØ tiªu chÊt l­îng ®­îc quy ®Þnh mét hay nhiÒu ph­¬ng ph¸p kiÓm tra kh¸c nhau. Trong tr­êng hîp chØ tiªu chÊt l­îng dÞch vô ®­îc x¸c ®Þnh b»ng nhiÒu ph­¬ng ph¸p kh¸c nhau quy ®Þnh t¹i Tiªu chuÈn nµy th× chØ tiªu chÊt l­îng ®­îc ®¸nh gi¸ lµ phï hîp khi kÕt qu¶ ®¸nh gi¸ bëi mçi ph­¬ng ph¸p ®Òu phï hîp víi møc chØ tiªu quy ®Þnh.

3. ChØ tiªu chÊt l­îng dÞch vô truy nhËp Internet gi¸n tiÕp qua m¹ng ®iÖn
tho¹i c«ng céng

3.1 §é kh¶ dông cña m¹ng

Kh¸i niÖm: §é kh¶ dông cña m¹ng (D) lµ tû lÖ thêi gian trong ®ã m¹ng s½n sµng cung cÊp dÞch vô cho kh¸ch hµng

:

Trong ®ã:

T_r: Thêi gian x¸c ®Þnh ®é kh¶ dông cña m¹ng.

T_f: Thêi gian m¹ng cã sù cè thuéc tr¸ch nhiÖm cña DNCCDV vµ ®­îc
tÝnh theo c«ng thøc:

Trong ®ã:

N: Tæng sè lÇn x¶y ra sù cè trong thêi gian x¸c ®Þnh ®é kh¶ dông;

R_i: Tæng sè cæng modem dïng cho kh¸ch hµng truy nhËp Internet gi¸n

r_i: Sè cæng modem bÞ ¶nh h­ëng trong sù cè thø i;

t_i: Thêi gian cña sù cè thø i.

ChØ tiªu: D  99,5 %

Ph­¬ng ph¸p kiÓm tra: Ph­¬ng ph¸p thèng kª.

- Thèng kª ®Çy ®ñ c¸c sù cè trong thêi gian x¸c ®Þnh ®é kh¶ dông t¹i khu vùc kh¶o s¸t. Thêi gian x¸c ®Þnh ®é kh¶ dông tèi thiÓu lµ 3 th¸ng.

- Ph­¬ng ph¸p m« pháng: Thùc hiÖn Ýt nhÊt 1000 phÐp thö vµo c¸c giê kh¸c nhau trong ngµy b»ng nh©n c«ng hoÆc b»ng thiÕt bÞ chuyªn dông.

- Ph­¬ng ph¸p gi¸m s¸t: thùc hiÖn gi¸m s¸t b»ng c¸c thiÕt bÞ cña ISP gi¸m s¸t c¸c kÕt nèi vµo m¹ng cña ISP. Thêi gian thùc hiÖn gi¸m s¸t Ýt nhÊt lµ 1 tuÇn.

3.3 Tû lÖ kÕt nèi kh«ng bÞ gi¸n ®o¹n

Kh¸i niÖm: KÕt nèi kh«ng bÞ gi¸n ®o¹n lµ kÕt nèi ®· ®­­îc thiÕt lËp thµnh c«ng vµ ®­îc duy tr× liªn tôc cho ®Õn khi kh¸ch hµng chñ ®éng ng¾t kÕt nèi. Tû lÖ kÕt nèi kh«ng bÞ gi¸n ®o¹n ®­îc x¸c ®Þnh theo c«ng thøc sau:

Trong ®ã:

R_c: Tû lÖ kÕt nèi kh«ng bÞ gi¸n ®o¹n;

C_m: Tæng sè c¸c kÕt nèi kh«ng bÞ gi¸n ®o¹n;

C: Tæng sè lÇn truy nhËp thµnh c«ng.

ChØ tiªu: R_c  97%.

Ph­¬ng ph¸p kiÓm tra:

- Ph­¬ng ph¸p m« pháng: Thùc hiÖn Ýt nhÊt 1000 phÐp thö, thêi gian mçi phÐp thö tõ 10 phót ®Õn 30 phót, vµo c¸c giê kh¸c nhau trong ngµy b»ng nh©n c«ng hoÆc b»ng thiÕt bÞ chuyªn dông.

- Ph­¬ng ph¸p gi¸m s¸t: Sö dông c¸c thiÕt bÞ gi¸m s¸t c¸c kÕt nèi vµo m¹ng cña ISP. Thêi gian thùc hiÖn gi¸m s¸t Ýt nhÊt lµ 1 tuÇn.

3.4 Thêi gian thiÕt lËp kÕt nèi trung b×nh

Kh¸i niÖm: Thêi gian thiÕt lËp kÕt nèi ®­îc tÝnh tõ lóc b¾t ®Çu quay sè cho ®Õn khi kÕt nèi ®­îc thiÕt lËp thµnh c«ng (kÕt thóc qu¸ tr×nh x¸c thùc vµ logon ®­îc vµo m¹ng). Thêi gian thiÕt lËp kÕt nèi trung b×nh b»ng trung b×nh céng thêi gian thiÕt lËp kÕt nèi cña c¸c phÐp ®o thö.

ChØ tiªu: Thêi gian thiÕt lËp kÕt nèi trung b×nh ph¶i  35 gi©y.

Ph­¬ng ph¸p kiÓm tra: Ph­¬ng ph¸p m« pháng kÕt nèi.

- Thùc hiÖn Ýt nhÊt 1000 phÐp thö vµo c¸c giê kh¸c nhau trong ngµy b»ng nh©n c«ng hoÆc b»ng thiÕt bÞ ®o chuyªn dông.

- Thùc hiÖn Ýt nhÊt 100 phÐp thö vµo c¸c giê kh¸c nhau trong ngµy. Dïng thiÕt bÞ ®o t¶i tÖp (file) d÷ liÖu cã dung l­îng tõ 500 kB trë lªn tõ c¸c website do Bé B­u chÝnh, ViÔn th«ng quy ®Þnh theo tõng thêi kú vµ ®o thêi gian, dung l­îng d÷ liÖu t¶i vÒ.

- Thùc hiÖn Ýt nhÊt 200 phÐp thö vµo c¸c giê kh¸c nhau trong ngµy. Dïng thiÕt bÞ ®o t¶i c¸c trang web tõ c¸c website do Bé B­u chÝnh, ViÔn th«ng quy ®Þnh theo tõng thêi kú vµ ®o thêi gian t¶i trang web.

Thèng kª c¸c sè liÖu gi¸m s¸t l­u l­îng cña tÊt c¶ c¸c h­íng kÕt nèi.

I_c  0,25%

Trong ®ã:

I_k: Tû lÖ khiÕu n¹i vÒ chÊt l­îng;

I_c: Tû lÖ khiÕu n¹i vÒ c­íc;



Ph­¬ng ph¸p kiÓm tra: Ph­¬ng ph¸p thèng kª.

- LÊy sè liÖu thèng kª cña ISP vÒ khiÕu n¹i cña kh¸ch hµng trong kho¶ng thêi gian 3 th¸ng.

- Göi phiÕu ®¸nh gi¸, göi e-mail cho kh¸ch hµng, t¹o trang web lÊy ý kiÕn ®¸nh gi¸... MÉu kh¶o s¸t ý kiÕn cña kh¸ch hµng nh­ t¹i Phô lôc A.

- Sè l­îng kh¸ch hµng ®­îc xin ý kiÕn ®¸nh gi¸ chÊt l­îng truy nhËp Internet cña ISP ph¶i  10% tæng sè kh¸ch hµng sö dông dÞch vô truy nhËp Internet gi¸n tiÕp qua PSTN cña ISP trªn ®Þa bµn kh¶o s¸t.

4. ChØ tiªu chÊt l­îng dÞch vô kÕt nèi Internet

Trong ®ã:

T_r: Thêi gian x¸c ®Þnh ®é kh¶ dông cña m¹ng.

T_f: Thêi gian m¹ng cã sù cè thuéc tr¸ch nhiÖm cña DNCCDV vµ ®­îc

Trong ®ã:

R_i: Tæng dung l­îng kªnh thuª riªng (leased-line) (§èi víi DNCCDV kÕt nèi Internet quèc tÕ) hoÆc tæng dung l­îng kÕt nèi gi÷a c¸c ISP (§èi víi DNCCDV kÕt nèi Internet trong n­íc) cña IXP cung cÊp cho c¸c kh¸ch hµng t¹i thêi ®iÓm x¶y ra sù cè thø i (Kb/s);

N: Tæng sè lÇn x¶y ra sù cè trong thêi gian x¸c ®Þnh ®é kh¶ dông;

r_i: Tæng dung l­îng kªnh riªng (leased-line) (§èi víi DNCCDV kÕt nèi Internet quèc tÕ) hoÆc tæng dung l­îng kÕt nèi gi÷a c¸c ISP (§èi víi DNCCDV kÕt nèi Internet trong n­íc) bÞ ¶nh h­ëng mÊt liªn l¹c trong sù cè thø i (Kb/s);

t_i: Kho¶ng thêi gian x¶y ra sù cè thø i.

- Thèng kª ®Çy ®ñ c¸c sù cè trong thêi gian x¸c ®Þnh ®é kh¶ dông t¹i khu vùc kh¶o s¸t. Kho¶ng thêi gian x¸c ®Þnh ®é kh¶ dông Ýt nhÊt lµ 3 th¸ng.

Thèng kª c¸c sè liÖu gi¸m s¸t l­u l­îng cña tÊt c¶ c¸c h­íng kÕt nèi cña doanh nghiÖp.

PHô LôC A

(Quy ®Þnh)

MÉu kh¶o s¸t ý kiÕn kh¸ch hµng vÒ chÊt l­îng truy nhËp Internet cña ISP

Khi pháng vÊn qua ®iÖn tho¹i yªu cÇu dïng mÉu pháng vÊn sau: "Xin chµo «ng (bµ, anh, chÞ). T«i lµ ........................ t¹i ......................, chóng t«i kiÓm tra chÊt l­îng truy nhËp Internet nªn muèn hái «ng (bµ, anh, chÞ) vÒ chÊt l­îng truy nhËp Internet mµ «ng (bµ, anh, chÞ) ®ang sö dông. Xin phÐp ®­îc hái «ng (bµ, anh, chÞ) mét sè c©u hái d­íi ®©y”. Tuú theo sù tr¶ lêi cña kh¸ch hµng mµ ®¸nh dÊu  vµo c¸c « t­¬ng øng.

Theo «ng (bµ anh, chÞ) chÊt l­îng truy nhËp Internet ®ang sö dông hiÖn nay lµ:

 RÊt tèt

 Tèt

 XÊu

- NÕu kh¸ch hµng tr¶ lêi tèt hoÆc rÊt tèt th× nãi: "Xin c¶m ¬n vµ chµo «ng (bµ, anh, chÞ)..."

- NÕu kh¸ch hµng tr¶ lêi t¹m ®­îc hoÆc xÊu th× hái tiÕp: "§Ò nghÞ «ng (bµ, anh, chÞ) cho biÕt lý do" vµ theo néi dung tr¶ lêi ®¸nh dÊu  vµo c¸c «:

 Khã truy nhËp dÞch vô (tû lÖ sè lÇn quay sè kÕt nèi thµnh c«ng thÊp)

 Thêi gian thiÕt lËp kÕt nèi Internet b»ng modem (tõ khi quay sè ®Õn
khi kÕt nèi thµnh c«ng) dµi.

 KÕt nèi hay bÞ gi¸n ®o¹n.

 Tèc ®é t¶i d÷ liÖu tõ Internet chËm.

 Khã truy nhËp vµo c¸c trang web cña ViÖt Nam.

 Khã truy nhËp vµo c¸c trang web quèc tÕ.

 C¸c ý kiÕn kh¸c:

.....................................................................................................................

.....................................................................................................................

KÕt thóc pháng vÊn th× chµo kh¸ch hµng: "Xin c¶m ¬n vµ chµo «ng (bµ, anh, chÞ) ..."

PHô LôC B

MÉu b¸o c¸o chÊt l­îng dÞch vô Internet cña ISP

Doanh nghiÖp b¸o c¸o

PHô LôC C

MÉu b¸o c¸o chÊt l­îng dÞch vô Internet cña IXP

Doanh nghiÖp b¸o c¸o

TCN 68 - 218: 2003

FOREWORD

The technical standard TCN 68-218: 2003 is drafted by the Posts and Telematics Quality Control Directorate at proposal of the Department of Science & Technology and adopted by the Decision No. 161/2003/QD-BBCVT of the Minister of Posts and Telematics dated 30/9/2003.

The technical standard TCN 68-218: 2003 is issued in a bilingual document (Vietnamese version and English version). In cases of interpretation disputes, Vietnamese version is applied.
DEPARTMENT OF SCIENCE & TECHNOLOGY

The ministry of posts and telematics No.: 161/2003/QD-BBCVT

The socialist republic of Vietnam Independent - Freedom - Happiness Hanoi, 30 September 2003

Decision of the minister of posts and telematics

The minister of posts and telematics

• 
  Pursuant to the Ordinance on Goods Quality of January 04, 2000;
  
• 
  Pursuant to the Government's Decree No. 90/2002/ND-CP of November 11, 2002 on the functions, tasks, powers and organizational structure of the Ministry of Posts and Telematics;
  
• 
  Pursuant to the Decision No. 27/2001/QD-TCBD of January 09, 2001 of the Department General of Posts and Telecommunications (now the Ministry of Posts and Telematics) on establishing, promulgating and adopting standards;
  
• 
  At the proposal of the Director General of the Department of Science & Technology,
  

Decides
Article 1.- To promulgate together with this Decision 03 Technical standards as follows:

1. 
   Telephone Service on the Public Switched Telephone Network - Quality of Service Standard,
   

Code: TCN 68 - 176: 2003;

2. 
   Telephone Service on the Public Land Mobile Network - Quality of Service Standard,
   

Code: TCN 68 - 186: 2003;

3. 
   Internet Service - Quality of Service Standard,
   

Code: TCN 68 - 218: 2003;

Article 2.- The Technical standards mentioned in Article 1 supersede respectively the following standards:

1. 
   Telecommunication Service on the Public Switched Telephone Network – Quality of Service Standard,
   

Code: TCN 68 - 176: 1998;

2. 
   Telecommunication Service on the Public Land Mobile Network – Quality of Service Standard,
   

Code: TCN 68 - 186: 1999;

3. 
   QoS Standard of Internet Service (promulgated by the Decision No. 683/1997/QD-TCBD dated 14/11/1997 of the Department General of Posts and Telecommunications).
   

Article 3.- The Technical standards mentioned in Article 1 take effect 15 (fifteen) days after signing of this Decision.

Article 4.- The Director General of the Ministry’s Office, the Director General of the Department of Science & Technology, the heads of the agencies attached to the Ministry of Posts and Telematics and organizations and individuals engaged shall have to implement this Decision.

For the minister of posts and telematics

Standing deputy minister

(Signed and sealed)

Mai Liem Truc

Internet Service

Quality of Service Standard

(Issued together with the Decision No. 161/2003/QD-BBCVT
of September 30, 2003 of the Minister of Posts and Telematics)

1. Scope

1.1 This technical standard defines quality of service indicators for indirect Internet access service via PSTN and for Internet exchange service.

1.2 This technical standard forms the basis for Government Authority to control the quality of Internet service provided by enterprises, which are defined in the item 2.2.1 of this standard, under regulations of the Government and the Ministry of Posts and Telematics (MPT), including:

- Registering of QoS;

- Reporting of QoS;

- Inspecting of QoS;

- Monitoring of QoS.

2. Abbreviations, definitions and concepts

2.1 Abbreviations

MPT	:	Ministry of Posts and Telematics
QoS	:	Quality of service
ISP	:	Internet Access Service Provider
IXP	:	Internet Exchange Service Provider
PSTN	:	Public Switched Telephone Network

2.2 Definitions

2.2.1 Internet Service Providers, in this technical standard, include:

- Internet Exchange Service Provider (IXP): provider who is licensed by MPT to provide Internet Exchange Service.

- Internet Access Service Providers (ISP): provider who is licensed by MPT to provide Internet Access Service .

2.2.2 Customer (service user): a Vietnamese or foreign individual/organization who legally uses Internet services in Vietnam.
2.3 Concepts

2.3.1 Quality of Service: the collective effect of service performance which determines the degree of user satisfaction about the service.

2.3.2 Testing method: Testing method is the method of QoS assessment with the minimum sample size applied by the Government Authority and enterprises to reporting, inspecting and monitoring of QoS.

Each of QoS indicators is evaluated by one or more different testing methods. In case a QoS indicator is evaluated by many different testing methods defined in this standard, this indicator will be assessed to conform to the standard only when the evaluating results from testing methods all conform to the standard.

3. QoS indicators for indirect Internet access service via PSTN (dial-up)

3.1 Network availability

Concept: Network availability (D) is the proportion of time that the network is available for serving customers:

Where:

T_r: A period of time used to determine network availability.

T_f: Total outage time that belong to operator responsibility and can be

calculated by the followings formula:

Where:

N: Total number of outages during T_r.

R_i: Total number of modem ports used by PTSN dial-up customers

in i^th outage.

r_i: Total number of modem ports affected in i^th outage.

t_i: Duration of i^th outage.

Criteria: D  99.5%

Testing method: statistical method.

- Collect all outages during the period of time used to determine network availability. This period of time is at least 3 months.

3.2 Call success rate

Concept: Call success rate is described by the ratio of number of successful calls to the total number of test calls. Successful call is the call which user’s terminal receives a log-in prompt from the ISP’s node.

Criteria: Call success rate  97%.

Testing method:

- Simulation method: make at least 1000 calls at different time of the day manually or by specialized equipments.

- Monitoring method: monitor calls log in ISP’s network. Monitoring time is at least 1 week.

3.3 Connection stability

Concept:

Where:

R_c: Connection stability;

C_m: Total number of uninterrupted calls;

C: Total number of successful calls.

Criteria: R_c  97%.

Testing method:

- Simulation method: Make at least 1000 calls at different time of the day manually or by specialized equipments. Each call duration lasts from 10 to 30 minutes.

- Monitoring method: Monitor calls log in ISP’s network. Monitoring time is at least 1 week.

3.4 Average time to login

Concept: The time to login is determined from the starting of dialing until the call is successfully connected (the authentication and log-in is completed). Average time to login is the average of time to login of all test calls.

Criteria: average time to login  35 seconds.

Testing method: Simulation method

Make at least 1000 calls at different time of the day manually or by specialized equipments.

3.5 Average data download throughput

Concept: The web page throughput is the effective transfer rate of the connection. It is derived by dividing the byte count by the time to download the web page or file and is presented in kiloBytes per second (kBytes/sec). Average data download throughput (P) is determined by the ratio of total volume of downloaded data to the total download time of all tests.

Criteria: P  3.5 kB/s

Testing method: Simulation method

- Make at least 100 tests at different time of the day. Use equipment to download data (file) which is at least 500 kB in volume from different websites (promulgated periodically by MPT) and count the volume of downloaded data and the time to download.

3.6 Average web page time to download

Concept: The web page time to download is the time taken for the complete web page to download including all page content. Average web page time to download is the mean time to download of all web pages tested.

Criteria: average web page time to download  35 seconds

Testing method: Simulation method

Make at least 200 tests at different time of the day. Use equipment to download web pages from different websites (promulgated periodically by MPT) and count the time to download.

3.7 Average traffic utilization

Concept: Connect direction is an Internet incoming or outgoing leased-line from ISP to IXP.

Criteria: Average traffic utilization of any connect direction for 7 consecutive days  70%.

Testing method: Statistical method.

- Collect all traffic analyses from the connections between ISP and IXP.

3.8 Customer’s complaint and resolving

Concept: customer’s complaint is the unsatisfied feeling of customer about QoS to be informed enterprise in complaint letter. Once receiving customer’s complaint, enterprise must inform customer about complaint resolving time-limit.

Criteria: I_k  0.5%

I_c  0.25%

Where:

I_k­: Complaint rate of QoS.

I_c: Complaint rate of billing.

Total number of complaints in a period of time (3 months)

I_k =

Total number of customers at the time of inspection

 100%




Testing method: Statistical method

- Collect all customer’s complaints within a period of time (3 months).

3.9 Customer support

Concept: enterprises must provide customers with support services such as instruction, technical assistance via phone, email, etc. to help customers using services effectively. Enterprises must inform customers about the office, phone number, fax number of customer support service.

Criteria: customer support service (in Vietnamese and English) is provided 24 hours a day.

3.10 Customer satisfaction index about Internet connection quality

Concept: Customer satisfaction index (I) about Internet connection quality is defined by the ratio of number of customers satisfied to the total number of customers who are consulted about Internet connection quality.



Criteria: I  80%

Testing method:

- Send consulting paper, email to customers, create web page for consulting customer’s opinion.

- The number of customers to be consulted must be at least 10% of the total number of customer of ISP in investigated area.

4. QoS Indicators for Internet exchange service

4.1 Network availability

Concept: Network availability (D) is the proportion of time that the network is available for serving customers

Where:

T_r: A period of time used to determine network availability.

T_f: Total outage time that belong to operator responsibility and can be

calculated by the followings formula:

Where:

N: Total number of outages during T_r.

R_i: Total volume of leased-lines (for ISP or international IXP) or total

volume of connections between ISPs (for national IXP) in i^th outage.

r_i: Total volume of leased-lines (for ISP or international IXP) or total

volume of connections between ISPs (for national IXP) affected
in i^th outage.

t_i: Duration of i^th outage.

Criteria: D  99.5%

Testing method: Statistical method

- Collect all outages during the period of time used to determine network availability. This period of time is at least 3 months.

4.2 Average traffic utilization

Concept: Connect direction is an Internet incoming or outgoing leased-line from IXP to international Internet backbone.

Criteria: Average traffic utilization of any connect direction for 7 consecutive days  70%

Testing method: Statistical method

- Collect all traffic analyses from the connections between IXP and international Internet backbone.

4.3 Customer support

Concept: Enterprises must provide customers with support services such as instruction, technical assistance via phone, email, etc. to help customers using services effectively. Enterprises must inform customers about the office, phone number, fax number of customer support service.

Criteria: Customer support service (in Vietnamese and English) is provided 24 hours a day.

Appendix A

(Normative)

Form for consulting customer’s opinion about dial-up connection quality

Use this form when interviewing customers via telephone:

“Good morning/afternoon/evening! I am … working in …. We are holding an opinion poll about Internet dial-up connection quality, so we would like to know your opinion about Internet dial-up connection quality. We wonder if you would mind answering some following questions”. Depending on customer reply, tick off the corresponding item.

“In your opinion, how is current Internet dial-up connection quality?”

 Excellent

 Good

 Fair

 Poor

 Very poor

- If the answer is “Excellent” or “Good” then say: “Thank you and hope you satisfy with our Internet service. Goodbye!”

- If the answer is “Fair” or “Poor” or “Very poor” then ask for more information: “Could you please let me know the reasons?” Depending on customer reply, tick off the corresponding items:

 Difficult to access the service (the call success ratio is low)

 Long time to establish a dial-up Internet connection

 The connection often being disconnected

 Internet download speed is slow

 Difficult to access Vietnamese web Page

 Difficult to access International web Page

 Other opinions:

.....................................................................................................................

.....................................................................................................................

Say: “Thank you and hope you satisfy with our Internet service. Goodbye!” when finish interviewing customer.

Appendix B

(Informative)

Internet QoS report of ISP

(Enterprise name) ------------------- No: /

SOCIALIST REPUBLIC OF VIETNAM Independence - Freedom - Happiness ----------------------------------- MMM/dd/yyyy

Respectfully addressed to: Posts and Telematics Quality Control Directorate
INTERNET QOS REPORT

Quarter:..... year:......

No	Indicators	Standard level	Registered level	Achieved level	Testing method
	Network availability	 99.5%
	Call success rate	 97%
	Connection stability	 97%
	Average time to login	 35 seconds
	Average data download throughput	 3.5 KB/s
	Average web page time to download	 35 seconds
	Average traffic utilization	 70%
	Customer’s complaint and resolve - % of QoS complaints - % of billing complaints	 0.5%  0.25%
	Customer support	24 hours per day
	Customer satisfaction index about Internet connection quality via PSTN	 80%

ENTERPRISE REPORT

(Sign and seal)

Appendix C

(Informative)

Internet QoS report of IXP

(Enterprise name) ------------------- No: /

SOCIALIST REPUBLIC OF VIETNAM Independence - Freedom - Happiness ----------------------------------- MMM/dd/yyyy

Respectfully addressed to: Posts and Telematics Quality Control Directorate
INTERNET QOS REPORT

Quarter:..... year:.....

.

No	Indicators	Standard level	Registered level	Achieved level	Testing method
	Network availability	D  99.5%
	Average traffic utilization	 70%
	Customer support	24 hours per day

ENTERPRISE REPORT

(Sign and seal)

dÞch vô internet

tiªu chuÈn chÊt l­îng

iternet service

quality of service standard



ChÞu tr¸ch nhiÖm xuÊt b¶n

Production Editor

L­u ®øc v¨n

ChÞu tr¸ch nhiÖm b¶n th¶o

Copy Editor

Lª xu©n C«ng

Biªn tËp/Editorial Assistants: §µo thÞ minh

®ç xu©n b×nh

ChÕ b¶n/Printout design: bïi ngäc khoa

Söa b¶n in/Printout correct: trÇn vò th­ëng

Tr×nh bµy b×a/Cover design: bïi ngäc khoa

Nhµ xuÊt b¶n B­u ®iÖn

Posts and Telematics Publishing House

Trô së/Headoffice: 18 - NguyÔn Du, Hµ Néi

§iÖn tho¹i/Tel: 04-9431283, 9432438 Fax: 04-9431285

E-mail: bientap@hn.vnn.vn

Chi nh¸nh/Branch: 27 NguyÔn BØnh Khiªm, QuËn 1, TP. Hå ChÝ Minh

§iÖn tho¹i/Tel: 08-9100925 Fax: 08-9100924

E-mail: chinhanh-nxbbd@hcm.vnn.vn

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