Office of the President of the Philippines Commission on Information and Communications Technology NATIONAL TELECOMUNICATIONS COMMISSION: MEMORANDUM CIRCULAR No. 19-1 SUBJECT: SERVICE PERFORMANCE STANDARDS FOR INTERNET ACCESS SERVICES AND WIRED TELECOMMLINICATIONS SERVICES WHEREAS the growth and development of celecommunications services is essential to the economic development, integrity and socurity of the Philippines: WHEREAS the National Telecommunications Commission (Commission) is mandated by law to ensure quality, safety, reliability, sccurity, compatibility and inter-operability of telecommunications facilities and services in conformity with standards ond spesifieations set by international radio and telecommunications organizations to which the Philippines is a signatory: WHEREAS in order to protect the interest of the consumers the Commission shall exact from public telecommunications entities compliance with service standards; WHEREAS qualiiy of service performance comparable to neighboring countries is required to make the Philippines globally competitive: THEREFORE, the Commission pursuant to RA7925 (Public Telecommunications Policy Act of 1995) and E0546 series of 1979 hereby prescribes, for sirict compliance by the PTES, the following SERVICE PERFORMANCE STANDARDS, INTERNET ACCESS SERVICES 99% | System Accessibility Disl-up Access 80%" Leased-line Access 99% Service Activation Time from date oF request fer activetion if facilities are existing: Dial sup Access (for existing Fixed line Within (D) working day subscribers) Leased tie Aces 15 1030 days _ Bandividth Throughput (Commiucd Tato Rate tha 98.5% Must be delivered to Customer) _ * Subject fo annual review b + “Elevating he Phibpinas 00 lating ICTedhven ecomomy india.” “WTC Paine. AIR Road Fast Trangh, Diliman, Quezon iy "ENaile td gorphWIRED TELECOMMUNICATION SERVICES. Direct Exchange Lines Installation time within ten (1D) working days from time the customer has paid the authorized installation rates [Waiting time Faults fixed [ Within 24 ho Within 48 hours Interconnection Giade of Seeviee per po regardless of type of tat Billing Response to billing inquiries/complainis within 5 working days Local & International Leased Circuits Service reliability Leased Cireuit requirements Error Rete (BER) _ Lateney for ditec! circuits only | Mean time © Repair (MTTR) ‘The prescrited standards for leased circuits shall apply to ‘The following terms as used in this circular shall mean Network Availability ~is measured over (Hours in a day x. ays in 4 month) Newwork outage ti 95% {intemational) ~ 250 ms orless (local) ~ 60 ms or less 95% in 24 hrs, S| PLES with control on said leased circuits, 4 period of one (1) month and calculated as (Hours ina day x Days in s: month) System Accessibility is measured overa period of one (1) month and calculated as =f(Hours in a day x Days ita month) _ (time sy (Hours in a tem is unavailable For connection, ay x Day’ ina month) Service Reliability ~ is measured over a period of one (1) month and calculated as (Hours in aday x Days in a montli) - (Time service is below performance standards) (Fours in a day x Days ina mont Bit Error Rate ~ is measured as the ratio of the number of bits incorrectly received te the total umber of bits received Latency — is measured by averaging semple measurements taken during a calendar month between Hub Routers. Data collection should he in S-minute intervals using pings via internet control message protacol Mean Time to Repair ~ is measured as « monthly average of time from inception of trouble ticket nti} outage is repaired to customer satisfaction as flows: Total Outage Lime (in ours) Total Number of Trouble Tickets, PTEs shall submit to the Commission quarterly reports of their service quality using the above format. ‘The report shall be submitted not later than fifteen (15) days after the end of each quarter and shall indicate monthly service quality information. PEs that fail 1o comply with the above-preseribed standards shall be subject to administrative sanctions, pursuant to law Any circular, memorandum, order or parts thereof inconsistent herewith are deemed repealed, amended or superseded accordingly This circular shall take effect fifteen (15) days aficr publication in a newspaper of general circulation and thee G) certified true copies furnished the UP Law Center Quezon City, Philippines, KATHLEEN G. HECETA JORGE V. SARMIENTO. Depjity Commissioner Deputy Commissioner