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 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
Annex B – Examples of QoS parameters with definitions, measures and guidelines
on measurement/evaluation/observation and presentation of performance
values
B.1 Example 1: Pricing transparency (Parameter 2 in Annex A)
B.2 Example 2: Integrity of contract information (Parameter 5 in
Annex A)
B.3 Example 3: Meeting promised provisioning date (Parameter 9 in
Annex A)
B.4 Example 4: Outage time due to technical upgrade (Parameter 30
in Annex A)
B.5 Example 5: Integrity (completeness and correctness) of
documentation (Parameter 38 in Annex A)
B.6 Example 6: Accessibility to technical support (Parameter 42 in
Annex A)
B.7 Example 7: Organizational efficiency of complaint management
system (Parameter 60 in Annex A)
B.8 Example 8: Successful repairs carried out within a specified
period of time (Parameter 62 in Annex A)
B.9 Example 9: Accessibility to tariff (charging) information
(Parameter 68 in Annex A)
B.10 Example 10: Frequency of outages (during network/service
management by customer) (Parameter 79 in Annex A)
Annex C – Common basis for QoS parameter assessment
C.1 Opinion rating (OR)
C.2 Selection of an appropriate data source
C.3 Samples sizes and examples
C.4 Guidance on the presentation of the results
Bibliography