Quality of Service Business Rules PDF

Quality of Service Business Rules (Issued Pursuant to the Quality of Service Regulations) August, 2024 1|Page  TABLE OF CONTENTS Page Part 1- Gen...

Quality of Service Business Rules (Issued Pursuant to the Quality of Service Regulations) August, 2024 1|Page  TABLE OF CONTENTS Page Part 1- General …………………………………………………………. 3 Introduction……………………………………………………………....3 Definitions………………………………………………………………..3 Application of the Business Rules………………………………………....3 Part 2- Threshold Targets and KPIs……………………………………4 Wireline Service KPIs……………………………………………………..4 Wireless Services KPIs………………………………………………........4 1. Fixed Wireline Telephony Services for End Users………………….4 2. Account Complaint KPIs……………………………………..........4 3. Customer Care Service KPIs………………………………….........9 4. Network Performance KPIs……………………………………….10 5. Data Services KPIs………………………………………………...16 Latency Measurements for 3G,4G and 5G Networks……………………..17 Colocation providers Key Performance Indicators (KPI)………………….18 Quality of Service Index…………………………………………………..18 Point of Interconnect KPIs………………………………………............18 Escalation Matrix for Major Outages……………………………………..19 Interconnection of Smaller Operators…………………………………….19 External Environmental Interference…………………………….............19 Part 3- Reporting Prioritization list……………………………………. 20 Part 4- Definition of Terms and Parameters……………………….22 Part 5- Change Process…………………………………………………34 2|Page PART I: GENERAL 1. Introduction In furtherance to the Nigerian Communications Commission’s (NCC) objectives of development and monitoring of performance standards and indices relating to the quality of telephone and other communications services in Nigeria having regard to the best international practice and in line with the Nigerian Communication Act (NCA) 2003 or as may be amended from time to time which vests the NCC with the exclusive right to regulate Communications services, the need to review the existing Quality of Service (QOS) Regulations is necessary taking into consideration of new and emerging technologies and some prevailing operational challenges. This document sets out the Business Rules for implementation, monitoring and effective Management of Telecommunications Quality of Service by the NCC in Nigeria. Any changes to these Business Rules shall be subject to the change control procedure as presented in the ‘Change Control’ Section of this document. 2. Definitions All terms used in the Business Rules have the same meanings as defined in the Nigerian Communications Act, 2003 (the “Act”) and the Quality of Service Regulations. 3. Scope of the Business Rules The Business Rules stipulate the minimum quality and standards of service, associated measurements, and key performance indicators for measuring quality of service. 3|Page PART II: THRESHOLD TARGETS AND KPIS 1.0. WIRELINE SERVICES KPIs. Table 1: Fixed Wireline Telephony Services for End Users Parameter Name KPI Disconnection complaint rate 12dB (b) Adjacent channel C/I > - 12dB (c) A Licensee must operate within its permitted frequency band without causing harmful interference to parts of its network or network of other licensees. 10. Upgrade/Integration/Cut-over Life-time of any : Life-time of error in < 1 hour (a) CIC mismatch, related errors or 12 hrs if it justified to the (b) Global Cell Identity- error, satisfaction of the commission (c) Improper neighboring- cell definition Life –time of Error in : (a) Neigboring MSC definition (b) Roaming number of New MSC (c) Exchange parameter settings, including SS- Tone sending (d) IN trigger table definition 11. Resolution time of BTS faults impacting on traffic < 2.5 hrs Rural < 1.5hrs Urban Exceptional circumstances such as late night failures in difficult locations must be announced via electronic media covering such location, within 2hrs 12. Resolution time of BSC faults impacting on traffic < 45 minutes 13. HLR/STP-in-pool implementation =100% 14. Geographical location of HLRs/STPs/SDPs/SCPs > 2 locations 15. Resolution time of MSC and other core network node < 10 Min faults impacting on traffic 11 | P a g e  MSC/VLR (MSS) and other core network System > 99.99% of (720Hrs) Availability (monthly or any other duration as may be determined by the Commission)  16. Mean Time to Repair other failures that affect traffic < 1.5 hours 17. Service coverage received signal level Out-door > -80 dBm In-door > -85 dBm In-vehicle > -85 dBm 18. Signaling (SS7) utilization < 40% HSL ; < 30% NBL Signaling (SS7) Link Availability > 99.99% LinkSet Unavailability < 0.01% 19. Conversational voice quality on ON-NET calls MOS > 3.6 on the MOS scale 20. Speech encoding Use full-rate (FR), enhanced FR, but, specific authorization must be obtained from the commission to use of half-rate whether manually set or automatic through adaptive multirate (AMR), for the specific period of use. 21. BH SMS delivery success rate for enabled-handsets that are > 99% of attempts in working order, fit for purpose, ON, and in the service area, assuming sufficient account balance. 22. SMS end-to-end delivery time for enabled-handsets that < 8 seconds for MO and MT are in working order, fit for purpose, ON, and in the switched ON and within the service area, assuming sufficient account balance. service area (ON-NET) < 10 seconds for OFF-NET 23. Minimum time for storage of SMS/MMS before deletion 30 hours by the operator i.e for SMS/MMS that are sent to mobile stations that cannot be reached 24. Maximum time allowed for B-number/routing table to be < 24 hrs out-of-date, or problem-resolution and inclusion of omitted numbers 12 | P a g e 4.2 Microwave Transmission Path 1. Maximum time for transmission/physical link outage < 2 Hours 2 Percentage of microwave links with space as well as > 60% frequency diversity 3. BH congestion on truncks < 0.2% 4. Redundancy on transmission links Must conveniently handle 100% of the primary link BH traffic. There should not be redundancy on all critical links 5 Compression ratio on transmission system < 1:1, but for any other compression ratio a specific authorization must be obtained from the commission for the specific transmission rout and for a particular period of use. 6. Error second ratio (ESR) < 0.01 (< 1 x 10-4 for IP Traffic) 7. Background block error ratio (BBER) < 0.00005 (< 1 x 10-6 for IP traffic) 8. Severely error seconds (SESR) < 0.02 (< 1 x 10-5 for IP traffic) 9. Availability > 99.99% 10. Delay < 50ms 11. Average delay > 29ms 12. Delay variation < 5ms 13. Packet loss < 1% 14. Slip < 5% 4.3. Synchronization Network (Node Output) 1. Primary reference clock (PRC) MTIE = 25 + 0.275T ns {T = 900s} TDEV < 3 ns 2. Synchronization supply unit (SSU) MTIE = 2000 ns TDEV < 3 ns 3. SDH equipment clock (SEC) MTIE = 250 ns 4. PDH synchronization interface MTIE = 2000 ns TDEV < 34 ns 13 | P a g e S/N KPI TARGET COMMENT The General KPIs 1 Percentage of cells reporting QoS data for ≥97% of cells each KPI reporting for 98% of the days of of the month or any other duration as may be determined by the Commission 2 Percentage NCC QoE applets registered in ≥98% Percentage of Applets QoS Infrastructure Tool Server allocated per MNO Threshold for 2G Network 3 BH Traffic Channel (TCH) Congestion ≤1.5% Matters outside the measured at control of operators and BSC level escalated to the ≤1% measured Commission will be at Cell level taken into consideration by the Commission 4 BH SDCCH Congestion (measured at BSC) ≤0.4% 5 BH SDCCH Congestion (measured at Cell ≤0.2% Matters outside the levels) control of operators and escalated to the Commission will be taken into consideration by the Commission 6 BH CSSR (measured Cell levels) ≥ 98.5% Matters outside the control of operators and escalated to the Commission will be taken into consideration by the Commission 7 BH CSSR (measured BSC level) ≥ 98% 8 BH Drop Call Rate (measured cell level) ≤ 1% Matters outside the control of operators and escalated to the Commission will be taken into consideration by the Commission 9 BH Drop Call Rate (measured BSC level) ≤ 1.5% 10 BH Handover Success Rate ≥ 98% 11 BH Paging Success Rate ≥ 97% 12 MOS 90% of DT (POLQA) Samples≥ 3 14 | P a g e 13 Call Setup time ≤ 6 sec 14 Cell Availability ≥98.5% Threshold for 3G Network 1 Call Setup Success Rate (PS) ≥98% 2 Call Setup Success Rate (CS) ≥98% 3 RRC connection establishment success rate ≥98% (PS) 4 RRC connection establishment success rate ≥98% (CS) 5 RAB Establishment Success Rate ≥98% 6 HSUPA Setup Success Ratio [%] for ≥98% Streaming(S), Interactive(I) and Background(B) Services 7 HSDPA Setup Success Ratio [%] for ≥98% Streaming(S), Interactive(I) and Background(B) 8 Iub Congestion ≤ 1% 9 RRC Congestion ≤ 0.5% 10 Circuit Switched RAB Congestion ≤ 1% 11 Paging Success Rate ≥97% 12 CS RAB Abnormal Release Rate ≤ 1.5% 13 PS RAB Abnormal Release Rate ≤ 1.5% 14 ≥98% Soft Handover Success Rate 15 ≥97% Inter RAT Handover Success Rate for CS Domain 16 Cell Availability (or Node-B Accumulated ≥ 98.5% downtime (not available for service) (≤1.5%) 17 Average Downlink Throughput per User ≥1.50 mbps To be measured via Drive Test and FTP service 18 CS Call setup time (CST) for on-net calls ≤ 6 sec 19 CS Call setup time (CST) for on-net calls ≤ 6 sec 20 MOS 90% of DT (POLQA) Samples≥ 3.5 Threshold for 4G Network 1 Cell Availability ≥98.5% Call Setup Time ≤5sec 2 CSFB CST ≤8sec 3 CSFB Preparation Success Rate ≥98% 15 | P a g e  4 ERAB Set up Success Rate ≥98% 5 RRC Set up Success Rate ≥99% 6 ERAB Drop Rate ≤ 1% 7 E – UTRAN Downlink User Throughput ≥20 Mbps To be measured via (Mbps) per user Drive Test and FTP service 8 E – UTRAN Uplink Throughput (Mbps) per ≥5 Mbps Monitoring. To be user measured via Drive Test and FTP service Latency 50msec 9 LTE HOSR (Inter Cell/Inter Frequency) ≥98% 10 Mean Session Utilization ≤70% Monitoring 11 MOS 90% of DT (POLQA) Samples≥ 3.6 12 SRVCC Monitoring 5G KPIs 13 Latency ≤ 1 ms Monitoring 14 Download throughput ≥ 100 mbps Monitoring Upload Throughput ≥ 25 mbps Table 5 Internet Service Provider’s (ISP) KPIs KPI TARGET COMMENT 1 LATENCY Metro Latency ≤ 10ms Long Distance Latency ≤ 40ms International Latency ≤ 120ms 2 AVAILABILITY ≥ 98% 3 PACKET LOSS ≤ 1% 4 JITTER ± 10% of latency Metro Latency ± 1ms Long Distance Latency ± 4ms International Latency ± 12ms 5 LINK UTILIZATION ≤ 80% Download THROUGHPUT ≥ 2mbps 7 upload THROUGHPUT ≥ 5 mbps Note: i. Different combinations of the above will be utilized for different categories of licensees that offer data services either as service to subscribers, or wholesale bandwidth providers to other resellers. ii. Throughput for 5G services to be measured via Drive Test and FTP service. In computing the KPIs, the following will apply: 1. The busy hour (BH) will be as specified by the Commission. Some examples include Network Busy Hour, Cell Bouncing Busy hour etc 16 | P a g e  2. All counter data reporting periods shall be 1 hour 3. The average values to utilize in computing the KPI performance will be as specified by the Commission. Some example of averages include Arithmetic Average, Weighted Average etc. 4. Harmonized formula across vendors will be utilized. 5. Harmonized counters across vendors will be utilized. 6. General KPIs will be used to determine the integrity of the KPI data collected or reported 7. For availability KPIs, a multiplication factor as defined in paragraph 3.0 will be applied for hub sites availability computation. 3.0 COLOCATION PROVIDERS KEY PERFORMANCE INDICATORS (KPI) KPI Target Comment 1 Power Availability ≥99.5% A multiplication factor (between 1.00 to 1.0049) to be determined will be applied for hub sites 2 Mean Time to Repair ≤2.5 hours A multiplication factor (< 1) to be determined will be applied for hub sites Note: Weighting for over-all performance per KPI will be as determined by the Commission taking into consideration performance for hub sites and terminal sites respectively. 4.0 QUALITY OF SERVICE INDEX In order to assess the performance of mobile operators in Nigeria, an aggregation measure called the Quality of Service (QoS) Key Performance Indicator (KPI) (QoS KPI Index) will be developed. The QoS KPI index will combine various QoS KPIs published by the Nigerian Communications Commission (NCC) to provide a comprehensive metric that can assess the quality of service across different generations of mobile networks (2G, 3G , 4G and 5G). This will provide a unified and easily interpretable performance measure that can facilitate effective Quality of Service assessment of telecommunications service providers by subscribers. The QoS KPI Index will aggregate the KPIs for voice, data, and SMS, for different technology generations (2G, 3G, 4G, 5G) and across generations and services. 17 | P a g e  5.0 POINT OF INTERCONNECT KPIs KPI Target Comment 1 ASR Incoming ≥35% 35% for MNOs and ICHs and 40% for PNLs/fixed line 2 ASR Outgoing ≥35% 35% for MNOs and 40% for PNLs/fixed line 3 Congestion Incoming ≤0.5% 4 Congestion Outgoing ≤0.5% 5 Utilization ≤70% 6 Route Availability ≥99.99% A. 6.0 ESCALATION MATRIX FOR MAJOR OUTAGES NUMBER OF MEDIUM OF S/N IMPACTED SITES COMMUNICATION 1 50≤Sites