Amending Decision Management Board Of The National Agency For Regulation No Comunicaţiielectronice And Information Technology. 278 Of 17.11.2009

Original Language Title: pentru modificarea Hotărârii Consiliului de administraţie al Agenţiei Naţionale pentru Reglementare în ComunicaţiiElectronice şi Tehnologia Informaţiei nr. 278 din 17.11.2009

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amending Decision
Board of National Regulatory Agency for Electronic Communications and Information Technology
No. 278 of 17.11.2009


Posted: 11/12/2015
in the Official Gazette

Nr. 332-339
Article No. 2402



REGISTERED Ministry of Justice of the Republic of Moldova

No. December 2, 2015 1082 ___________ Minister Vladimir CEBOTARI




Pursuant to art. 9 paragraph. (1) s), Article 10. (1) i), art. 20 para. (2) b) art. 60 of the Electronic Communications Act no. 241-XVI from 15 November 2007 (Official Gazette of the Republic of Moldova, 2008, nr.51- 54, Article 155), as amended and supplemented,
According pt. 14 and pt. 15 lit. b) of Regulation National Regulatory Agency for Electronic Communications and Information Technology (ANRCETI), approved by Government Decision no. 905 of 28 June 2008 (Official Gazette of the Republic of Moldova, 2008, nr.143-144, art.917)
Given the state of our public services networks and electronic communications and to ensure end-user rights benefit from quality services as well as comprehensive, comparable and easily accessible, the Board

DECIDES:

1. Case Management Board of the National Regulatory Agency for Electronic Communications and Information Technology no. 278 of 17 November 2009 establishing quality parameters for public electronic communications services (Official Gazette of the Republic of Moldova, 2009, nr.187-188, art.836), registered with the Ministry of Justice of the Republic of Moldova 721 of December 8 2009, as amended and supplemented, amended and supplemented as follows:
1) in paragraph 1, subparagraphs 3), 4) and 5) are excluded.
2) In point 3, the words "ensuring the value of these parameters" are replaced by "the measurement of these parameters".
3) In paragraph 4, the word "insurance" is replaced by "measuring and publishing".
4) Paragraph 5 is amended to read as follows: "network providers and / or public electronic communications services are required to measure and publish in commercial offices and / or on their websites information on measured values quality parameters for public electronic communications services in the terms and conditions set out therein. Providers who publish information on their websites will keep on these pages, at least the information of the last four quarters. "
5) Annex 1 shall be amended to read as follows:


"Annex 1 to the Board Decision


Directors of the National Agency for Regulation in Communications and Information Technology Electronic


278 of 17 November 2009


PARAMETERS CALITATEpentru public fixed telephone service. GENERAL PROVISIONS

1. Public Service fixed telephony service publicly available electronic communications which consists of direct transport and real-time voice through a network of public electronic communications switched so that any user connected to a network termination point can communicate with anyone connected to another network termination point. Transport speech can be achieved through a Public switched telephone network (Public Telephone Switched Network - PSTN) or a network based on Internet Protocol (Internet Protocol - IP) that is characterized by converting voice into data packets that are transmitted through IP networks - Voice over Internet Protocol (VoIP).
2. To achieve a minimum quality level for the public fixed telephony (PSTN / VoIP) will be measured and will be published values, but not limited to the following quality parameters:
1) the time for service;
2) share of faults per access line;
3) time frame for correction of faults;
4) The rate of failed calls;
5) response time for call centers services (Call Center);
6) the frequency of complaints regarding billing accuracy.
March. Parameters set out in section. 2 applies to trade opportunities fixed telephone service, except for customized specially proposed in direct negotiations based on an agreement on the level of service quality that contains terms agreed between the parties and their expectations to the minimum guaranteed quality service.

II. DEFINING QUALITY AND PARAMETERS CONSIDERATIONS Testing blood

THEIR


4. The time period for providing the service
1) the time required for service provision is the time interval calculated in calendar days between receipt of the application service provider of Service and when the service becomes available end user who made the request.
2) The request may be made verbally, in writing or in any other form accepted by the supplier.
3) will only consider requests for technical installation conditions exist.
4) This parameter applies to the installation of a new telephone lines and where is installed additional line access, including where the transition from PSTN to the IP network.
5) will be measured, publish and report specific values ​​for the following parameters:
a) during the falling 80% of the requests dealt with quickly;
B) during the falling 95% of the requests dealt with quickly;
C) the percentage of requests resolved within the timeframe agreed with the applicant.
6) For the calculation of these parameters will consider during the time of filing on providing fixed telephony service by the time you contracted service becomes available.
7) specific parameters referred to in paragraph 5) a) and b) will be measured as follows:
a) are sorted by time intervals measured for providing fixed telephony service in ascending order;
B) is calculated during the fall 80% and 95% of the fastest installation and service activation requests (total installation / activation would be multiplied by 0.8 (80%) and 0.95 (95%), resulting in a number "n", which will round off by default);
C) the "n" -a position list parameter measurements will be ordered ascending "during the fall 80% and 95% of the requests dealt with quickly."
8) The calculation of these parameters provides the following steps approach:
a) select Di80 field value represents the number Xi80 Di position of the table, where Xi80 = Ni * 80/100, rounded down;
B) select Di95 field value represents the number Xi95 Di position of the table, where Xi95 = Ni * 95/100, rounded down;
C) separating Nit, Ni represents the number of applications for which the deadline was agreed with the applicant, and calculate the percentage Nit * 100 = Pt / Ni;
D) the input data related to the calculation are: Ti0 representing time when there was demand for installation and service activation; Ti represents the moment on which the installation and service activation; Di represents implementation time required to install and service activation request, Di = Ti - Ti0; Ni representing total claims settled during the reporting period; Til what is the term of Service, agreed with sought-; Di table values ​​for applications with Ti in the reported period, ordered by lowest Di, expressed in calendar days, at least 1 (one) day.
9) their calculation will exclude cases where:
a) the claimant asks for postponement service has begun;
B) the applicant is allowed at the agreed time, in order to achieve access to the installation location;
C) and / or the delay in the installation and activation is due to any reason beyond the control of the service provider.
10) When providing fixed telephony service in several different locations within each supply for each location are recorded separately.
May. The share of faults per access line
1) A valid fault is an interruption or degradation of service notified by a user and assigned to the network through which the service is provided or any network connected to the first, which is transported through service . They exclude cases where interruption or degradation of service is caused by the failure of a terminal.
2) Reporting rates regarding basic access or primary (BRA / PRA) will be recorded as a single reporting regardless of the number of channels enabled or affected. The number of access lines considered to be 1 (one) to access basic rate and primary, regardless of the number of channels enabled.
3) An access line is a circuit capable of establishing a voice link between the network termination point and the local station.

4) The calculation of this parameter is made by dividing the total valid fault reports from data collection period to the average number of access lines or existing users that network within the timeframe evaluated in percent. It will take into account an average number of lines or use of the service network, number calculated by its variation in the given timeframe.
June. The deadline for remedying faults
1) The term remedy faults measured the amount of time between when the fault was reported to the public address indicated by the service provider and when the defendant was brought back to normal operation.
2) Supplier shall make public the work program may be submitted to public address designated for the purpose of fault notification.
3) will be measured, publish and report specific values ​​for the following parameters:
a) during the falling 80% of the valid faults quickly remedied;
B) during the falling 95% of the valid faults quickly remedied;
C) total percentage of faults repaired within the agreed time user of all valid faults reported.
4) The calculation of these parameters provides the following steps approach:
a) select Dd80 field value represents the number Xd80 Dd position in the table, where Xd80 = Nd * 80/100, rounded down;
B) select Dd95 field value represents the number Xd95 Dd position in the table, where Xd95 = Nd * 95/100, rounded down;
C) separating NDT, representing the number of faults for which the deadline agreed with the user, and calculate the percentage Pdt = NDT * 100 / Nd;
D) the input data related to the calculation are: Td0 represents the time when the fault has been reported; Td represents the time the fault was remedied; Dd represents the length remedy the fault, dd = Td - Td0; Nd represents the total number of faults repaired during the reporting period; TDL represents deadline to remedy the fault agreed with the user; table durations faults rectified in the reported period and only those that concerned supplier (not those who cause the user), ordered by lowest Dd expressed in hours.
5) cases will be excluded from statistics relating to remedy faults which resides inside other electronic communications networks interconnected with the first, the provider can not intervene to remedy the faults occurred.
July. The rate of failed calls
1) An unsuccessful call is a call to a phone number declared valid, well-formed, following which does not get any ringtone or a busy signal and no signal response time 30 seconds from the time when the address information of the calling user was received by the network.
2) The rate of failed calls is defined as the ratio between the number of failed calls to the total number of tests specified period.
3) will be measured, publish and report specific values ​​for the following parameters:
a) percentage of failed calls locally;
B) the percentage of failed calls at national level;
C) the percentage of failed calls internationally.

4) In assessing this parameter measurements will be taken into consideration manageable PSTN network elements based on common channel signaling system No. 7 (SS7), as described in ITU-T Q.850 (05 / 98) [Usage of cause and location in the Digital Subscriber Signaling System No. 1 and the Signalling System No. 7 ISDN User Part]. Collecting statistics on traffic unsuccessful, crossing network elements PSTN will be done through algorithm causes contained in SS7 call that ends with one of the specific causes: 34 - No circuit / channel available (No circuit / channel available ); 38 - faulty Network (Network out of order); 41 - Temporary Fault (Temporary failure); 42 - Congestion switching equipment (switching equipment congestion); 44 - overloaded circuit / channel not available (Requested circuit / channel not available); 46 - Priority Call blocked (Precedence call blocked); 47 - Resource unavailable unspecified (Resource unavailable unspecified). Unsuccessful calls in IP networks are due to failures in various technical reasons related to the delay (delay), delay variation (jitter) and packet loss (packet loss) as defined in ITU-T Recommendations Y.1540 (03/2011) [ Internet protocol on communication service - IP packet transfer and availability performance parameters] and ITU-T Y.1541 (12/2011) [Network performance Objectives for IP-based services], which have a pronounced impact on the quality and reliability of service.
August. Average response time for call centers services (Call Center)
1) Average response time for call centers services (Call Center) - is the average time between when the address information for service call centers (call Center) has been correctly received by the network and when the operator call Center (call Center) answers the caller to provide the requested service.
2) Services Call Centers (Call Center) services include information and / or support involving the handling of calls from users to:
a) providing information on products and services (Info Line) ;
B) takeover of orders (Order line);
C) taking over and resolving complaints;
D) customer support services (help desk).
3) services which make reference to this parameter are those that can be called using special access formats: short length numbers 4 and 5 figures, except for the numbers of access to emergency services. Services provided fully automatically not covered by these statistics.
4) will measure, report and publish specific values ​​for the following parameters:
a) average response time;
B) the percentage of calls answered is granted within 30 seconds.
5) Reporting and statistics these specific parameters will be based call management tools and incidents (faults) solutions offered by call centers or other applications used, who have in-depth reporting options, real-time and a history.
September. The frequency of complaints regarding billing accuracy
1) the frequency of complaints regarding billing accuracy is the ratio of the number of complaints concerning the accuracy of the invoice and the total number of invoices issued during the reporting period. A complaint is an expression of disagreement subscriber billing accuracy regarding the payment obligation related to the actual services provided, communicated verbally, in writing or in any other form accepted.
2) expressed disagreement subscriber can look, for example, charging period, the price charged for connecting / disconnecting / installation / updating, bonuses and gratuities / subscriber tariff reductions that benefited the extra traffic generated by traffic overrunning included in the subscription, the total amount is charged, or other such factors that determine the extension of payment due. The data are added during the reporting period by counting the number of complaints regarding the accuracy of billing, received from subscribers.
3) Statistics include all billing related complaints received during the reporting period, regardless of their validity date fixed telephony service provision or any other evidence cited in the complaint, and the analysis is done on complaints closed.
4) Determining this parameter by dividing the total number of complaints concerning the accuracy of the invoice enclosed in the reporting period, the total number of invoices issued in the same period, expressed as a percentage.

10. Special provisions for quality of service in IP networks
1) Quality of service in IP networks refers to the relationship that exists between IP networks and properties on their expectations in terms of objectives / performance indicators:
a) IP transfer delay -IPTD (Internet Protocol Transfer Delay) - for a transmission direction, this indicator is the time it takes a packet to be transmitted and received entirely at their destination and is the sum of two specific parameters: time required for the first bit of the package to pass from source to destination, expressed in terms of physical distance, the number of devices active and passive crossed-over relationship and being instantaneously loaded network, and the time required to transmit all bits of the packet, expressed in terms of the transmission rate line;
B) delay variation IPDV IP (Internet Protocol Packet Delay Variation) for a pair of IP packets, this indicator represents the difference between the delay sense, measured for two consecutive packages;
C) the rate of loss IPLR IP (Internet Protocol Packet Loss Ratio) is defined as the number of packages sent, but not received at the destination or incompletely received, over the total number of packages shipped;
D) error rate mustards IP (Internet Protocol Packet Error Rate) is the ratio of the number of erroneous packets and total packets sent.
2) These performance indicators refer to the technical aspects of IP network and are dependent on the network equipment and infrastructure. To guarantee the quality of VoIP services must be controlled network performance indicators, which requires the use of signaling protocols through which they are able to transmit application specific quality requirements and to provide quality control services on IP networks. It should also be made unequal treatment between packets matching the applications that transmit these packets in the categories of quality of services provided, as defined in Table 1.



Table 1


IP networks Linking indicators of quality of service classes










indicator


Nature objective performance


Class quality of service







Class 0


Class 1


Class 2


Class 3


Clasa4


Class 5







IPTD


Wave. Maximum (1)


100ms


400 ms


100ms


400 ms


1s


N







IPDV


Wave. Maximum (2)


50ms (3)


50ms (3)


N


N


N


N







IPLR


Wave. maximum


3.10 (4)


3.10 (4)


10-3


10-3


10-3


N








mustards

Wave. maximum


4.10 (5)



N






Note: N corresponds to the term "not required".
(1) propagation time high which may prevent achieving these performance targets. For this reason the service provider may choose alternatively between different values, depending on the level of performance it can offer.
(2) To obtain further technical data on this indicator refer to ITU-T Y.1541 Recommendation, Annex II.
(3) Value proportional to the capacity of the network connection points.
(4) Amount resulting from studies ITU quality applications that integrate human voice.
(5) Value that converts packet loss in the one dominant source of defects transmission to higher ISO levels.
3) In order to meet the requirements and to clarify technical issues regarding the design, implementation, measurement indicators will consult ITU-T Recommendations Y.1540 and Y.1541.
4) public telephone service providers, using VoIP technology required to notify interested persons, before marketing the service, grade the service provided and falls to apply for service provision charges related to this class.
5) public telephone service providers that use VoIP technology to provide telephone, must comply targets / KPIs in class 0 (zero) for quality of service.

III. RECOMMENDED VALUES OF THE PARAMETERS OF QUALITY AND PERIODICITY REPORTING


BY SUPPLIERS
Providers are required quarterly to measure, present and publish information on the measured quality parameters for public fixed telephone service as follows in Table 2:
Table 2



Quality parameters and recommended values ​​

Public fixed telephone service






parameter


value
recommended




1.Termenul necessary for the service







1.1 80% of the claims settled faster


14 days




1.2. 95% of the claims settled faster


21 days




1.3. the percentage of requests resolved within the timeframe agreed with the applicant


min. 98%




2. Share faults per access line







2.1. percentage of faults per access line


max. 3%




3. The deadline for remedying faults







3.1. 80% of the valid faults quickly rectified


24 hours




3.2. 95% of the valid faults quickly rectified


48 hours




3.3. percentage of faults repaired within the agreed user


min. 98%




4. The rate of failed calls







4.1. the percentage of failed calls locally


max. 2%




4.2. the percentage of failed calls nationally


max. 2%




4.3. the percentage of failed calls internationally


not required





5. Average response time for service call centers







5.1. the average response time for service call centers


max. 30 sec.




5.2. the percentage of calls answered is granted within 30 seconds


min. 90%




6. The frequency of complaints regarding billing accuracy







6.1. the percentage of complaints regarding the accuracy of the invoice


max.1%




7. VoIP specific parameters (class 0)







7.1 IP transfer delay - IPTD


100 ms




7.2 IP delay variation - IPDV


50 ms




7.3 IP loss rate - IPLR


10-3




7.4 IP error rate - mustards


10-4






6) Throughout Annex 2 and Annex 6, the word "indicator" in any grammatical form is substituted by the words "specific parameter", the proper grammatical form.
7) Annexes 3, 4 and 5 are excluded.
2. This decision shall be published in the Official Gazette of the Republic of Moldova.