User Group- Quality of telecom services - Part 1: Methodology for identification of indicators relevant to the Users

In the current competitive world, Quality of Service (QoS) is becoming, jointly with cost, a key indicator in selling and
buying telecommunications services. At the same time, technology and liberalization trends are raising new types of
concerns unknown with the Plain Old Telephony Services (POTS) using switched connections provided by a single
monopoly supplier.
Nowadays, there are several standards describing QoS measurements but the questions of which indicators are to be
monitored and which values they should meet are still open. The present document proposes a methodology for the
identification of indicators relevant to the users that can be used either to monitor the QoS of Telecom services used by
the private customers or for a Service Level Agreement (SLA) between a business customer and a supplier of
Telecommunications services such as that proposed in ETSI EG 202 009-3 [i.22]. This part 3 gives guidelines on how
to express explicit user's QoS requirements, prioritize the indicators, establish a preferred value for each of these
indicators, while ETSI EG 202 009-2 [i.21] proposes QoS indicators for each service and each step of the Customer
Relationship Course.
The present document was written to make available to the providers and users of any kind of telecom services (legacy
network based or IP network based services) a common basis for mutual understanding about quality of service. It aims
to assist users in identifying rationally their QoS requirements in terms of Service Level Objectives (SLO), helping the
providers to better meet them for their mutual benefit.

Uporabniška skupina - Kakovost telekomunikacijskih storitev - 1. del: Metodologija za opredelitev kazalnikov, pomembnih za uporabnike

V današnjem konkurenčnem svetu postaja kakovost storitve (QoS), skupaj s stroški, ključni dejavnik pri prodaji in nakupu telekomunikacijskih storitev. Obenem pa se zaradi trendov na področju tehnologije in liberalizacije pojavljajo nova vprašanja glede uporabe priključitvene zveze za navadne stare telefonske storitve (POTS), ki jih zagotavlja en sam ponudnik.
Dandanes obstaja več standardov z opisom meritev kakovosti storitve, vendar se še vedno pojavljajo vprašanja o tem, katere dejavnike naj bi spremljali in kakšne vrednosti naj bi dosegali. Ta dokument predlaga metodologijo za opredelitev dejavnikov, pomembnih za uporabnike, s katerimi je mogoče spremljati kakovost telekomunikacijskih storitev, ki jih uporabljajo zasebne stranke, ali za dogovor o ravni storitev (SLA) med poslovno stranko in ponudnikom telekomunikacijskih storitev, kot je predlagano v dokumentu ETSI EG 202 009-3 [i.22]. V tem 3. delu so podana navodila za navajanje izrecnih zahtev uporabnika glede kakovosti storitve, prednostno razvrščanje dejavnikov in določitev želene vrednosti za posamezni dejavnik, dokument ETSI EG 202 009-2 [i.21] pa predlaga dejavnike kakovosti storitve za posamezno storitev in posamezen korak upravljanja odnosov s strankami.
Ta dokument je bil napisan z namenom zagotoviti ponudnikom in uporabnikom vseh vrst telekomunikacijskih storitev (storitve, ki temeljijo na starejšem omrežju ali IP omrežju) skupno podlago za vzajemni dogovor glede kakovosti storitve. Njegov cilj je pomagati uporabnikom pri racionalnem določanju zahtev glede kakovosti storitve v smislu ciljev ravni storitev (SLO) in ponudnikom pri njihovem boljšem izpolnjevanju za vzajemno korist.

General Information

Status
Published
Publication Date
06-Jan-2016
Current Stage
6060 - National Implementation/Publication (Adopted Project)
Start Date
04-Nov-2015
Due Date
09-Jan-2016
Completion Date
07-Jan-2016

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ETSI EG 202 009-1 V1.3.1 (2014-12)
ETSI GUIDE
User Group;
Quality of telecom services;
Part 1: Methodology for identification of indicators
relevant to the Users
---------------------- Page: 1 ----------------------
2 ETSI EG 202 009-1 V1.3.1 (2014-12)
Reference
REG/USER-00042-1
Keywords
QoS, quality, service, SLA, user
ETSI
650 Route des Lucioles
F-06921 Sophia Antipolis Cedex - FRANCE
Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16
Siret N° 348 623 562 00017 - NAF 742 C
Association à but non lucratif enregistrée à la
Sous-Préfecture de Grasse (06) N° 7803/88
Important notice
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GSM® and the GSM logo are Trade Marks registered and owned by the GSM Association.

ETSI
---------------------- Page: 2 ----------------------
3 ETSI EG 202 009-1 V1.3.1 (2014-12)
Contents

Intellectual Property Rights ................................................................................................................................ 5

Foreword ............................................................................................................................................................. 5

Modal verbs terminology .................................................................................................................................... 5

Introduction ........................................................................................................................................................ 5

1 Scope ........................................................................................................................................................ 7

2 References ................................................................................................................................................ 7

2.1 Normative references ......................................................................................................................................... 7

2.2 Informative references ........................................................................................................................................ 7

3 Definitions and abbreviations ................................................................................................................... 9

3.1 Definitions .......................................................................................................................................................... 9

3.2 Abbreviations ................................................................................................................................................... 17

4 About telecommunication service QoS .................................................................................................. 17

4.1 About telecommunication services ................................................................................................................... 17

4.2 Services versus offers ....................................................................................................................................... 17

4.3 About Quality of Services ................................................................................................................................ 18

4.4 SLO (Service Level Objective) ........................................................................................................................ 18

5 Scope of telecommunications offers ...................................................................................................... 19

6 Methodology to identify the customer's QoS requirements ................................................................... 20

6.1 Matrix for the determination of communications QoS criteria ......................................................................... 22

6.1.1 Matrix line Y1 - Sales ................................................................................................................................. 24

6.1.1.1 Matrix line Y1.1 - Preliminary information/Advertisement .................................................................. 24

6.1.1.2 Matrix line Y1.2 - Establishment of the contract (Terms and conditions) ............................................ 26

6.1.2 Matrix line Y2 - Service provisioning ........................................................................................................ 27

6.1.3 Matrix line Y3 - Service alteration/Technical upgrade ............................................................................... 28

6.1.3.1 Matrix line Y-3.1 - Service alteration ................................................................................................... 28

6.1.3.2 Matrix line Y-3.2 - Technical upgrade .................................................................................................. 30

6.1.4 Matrix line Y4 - Service support ................................................................................................................ 31

6.1.4.1 Matrix line Y4.1 - Documentation ........................................................................................................ 31

6.1.4.2 Matrix line Y4.2 and Y4.3 - Technical and commercial support .......................................................... 32

6.1.4.3 Matrix line Y4.4 - Complaint management ........................................................................................... 33

6.1.5 Matrix line Y5 - Repair-Troubleshooting ................................................................................................... 34

6.1.6 Matrix line Y6 - Metering/Charging/Billing ............................................................................................... 35

6.1.7 Matrix line Y7 - Cessation .......................................................................................................................... 37

6.1.8 Matrix line Y8 - Network/service management by the customer ............................................................... 38

6.1.9 Matrix line Y9 - Service utilization ............................................................................................................ 39

6.2 Recommendations to fulfil the table cells ........................................................................................................ 44

6.2.1 Service specific assessable metrics ............................................................................................................. 44

6.2.2 Prioritization ............................................................................................................................................... 45

6.2.3 Selection of the user sample ....................................................................................................................... 45

6.2.4 Practical means to define the SLO .............................................................................................................. 45

6.3 QoS requirements review ................................................................................................................................. 45

7 Measurements ......................................................................................................................................... 46

7.1 Objective measurements ................................................................................................................................... 46

7.1.1 Intrusive measurements .............................................................................................................................. 46

7.1.2 Non-intrusive measurements ...................................................................................................................... 46

7.2 Subjective measurements ................................................................................................................................. 46

7.3 Measurement by a third party ........................................................................................................................... 47

7.4 Who should perform the measurements ........................................................................................................... 47

7.5 Result presentation ........................................................................................................................................... 47

8 Conclusion .............................................................................................................................................. 47

ETSI
---------------------- Page: 3 ----------------------
4 ETSI EG 202 009-1 V1.3.1 (2014-12)

Annex A: Bibliography .......................................................................................................................... 48

History .............................................................................................................................................................. 49

ETSI
---------------------- Page: 4 ----------------------
5 ETSI EG 202 009-1 V1.3.1 (2014-12)
Intellectual Property Rights

IPRs essential or potentially essential to the present document may have been declared to ETSI. The information

pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found

in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in

respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web

server (http://ipr.etsi.org).

Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee

can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web

server) which are, or may be, or may become, essential to the present document.
Foreword
This ETSI Guide (EG) has been produced by ETSI User Group (USER).

The present document is part 1 of a multi-part deliverable covering the quality of telecom services, as identified below:

Part 1: "Methodology for identification of indicators relevant to the Users";
Part 2: "User related indicators on a service specific basis";
Part 3: "Template for Service Level Agreements (SLA)".
Modal verbs terminology

In the present document "shall", "shall not", "should", "should not", "may", "may not", "need", "need not", "will",

"will not", "can" and "cannot" are to be interpreted as described in clause 3.2 of the ETSI Drafting Rules (Verbal forms

for the expression of provisions).

"must" and "must not" are NOT allowed in ETSI deliverables except when used in direct citation.

Introduction

Quality in the service area can be evaluated from different perspectives and therefore using different measurement

methods:

a) the first is related to the reliability of the equipment and can be measured accurately via technical means,

although these measurements might be expensive because of both the dispersion of the test results and the size

of the sample to be tested;

b) the second is related to the service provision and is closely linked to the kind of use of the service. Therefore

appropriate indicators have to be defined according to use;

c) the last is intended to measure the subjective satisfaction of the customer and there is often no other means

than a survey to get it.

In the two first categories, technical means can be used to perform the measurements and in such cases, standards are

often useful to achieve a common approach; such standards are given as references where appropriate. They include a

precise definition of what is meant as a failure: total failure, poor performance, backup situation, etc.

Assessing these different aspects is of paramount importance to the provider who endeavours to improve the offered

QoS. From a user viewpoint, the end-to-end QoS is the most relevant. Hence objective and subjective measurements

may be usefully combined for a better assessment of the QoS.
ETSI
---------------------- Page: 5 ----------------------
6 ETSI EG 202 009-1 V1.3.1 (2014-12)

Measurements of every potentially interesting indicator all the time might be very expensive and could even jeopardize

service performances. It is often cheaper to get them via a poll. In addition, it may be convenient to rely on a third party

and also audit to carry out these measurements in order to avoid any criticism from one of the involved parties.

The present document is dedicated to the methodology to analyse the user's needs which is the first step in a Total

Quality Management (TQM) process.
ETSI
---------------------- Page: 6 ----------------------
7 ETSI EG 202 009-1 V1.3.1 (2014-12)
1 Scope

In the current competitive world, Quality of Service (QoS) is becoming, jointly with cost, a key indicator in selling and

buying telecommunications services. At the same time, technology and liberalization trends are raising new types of

concerns unknown with the Plain Old Telephony Services (POTS) using switched connections provided by a single

monopoly supplier.

Nowadays, there are several standards describing QoS measurements but the questions of which indicators are to be

monitored and which values they should meet are still open. The present document proposes a methodology for the

identification of indicators relevant to the users that can be used either to monitor the QoS of Telecom services used by

the private customers or for a Service Level Agreement (SLA) between a business customer and a supplier of

Telecommunications services such as that proposed in ETSI EG 202 009-3 [i.22]. This part 3 gives guidelines on how

to express explicit user's QoS requirements, prioritize the indicators, establish a preferred value for each of these

indicators, while ETSI EG 202 009-2 [i.21] proposes QoS indicators for each service and each step of the Customer

Relationship Course.

The present document was written to make available to the providers and users of any kind of telecom services (legacy

network based or IP network based services) a common basis for mutual understanding about quality of service. It aims

to assist users in identifying rationally their QoS requirements in terms of Service Level Objectives (SLO), helping the

providers to better meet them for their mutual benefit.
2 References

References are either specific (identified by date of publication and/or edition number or version number) or

non-specific. For specific references, only the cited version applies. For non-specific references, the latest version of the

reference document (including any amendments) applies.

Referenced documents which are not found to be publicly available in the expected location might be found at

http://docbox.etsi.org/Reference.

NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee

their long term validity.
2.1 Normative references

The following referenced documents are necessary for the application of the present document.

Not applicable.
2.2 Informative references

The following referenced documents are not necessary for the application of the present document but they assist the

user with regard to a particular subject area.

[i.1] Recommendation ITU-T E.721: "Network grade of service parameters and target values for

circuit-switched services in the evolving ISDN".

[i.2] Recommendation ITU-T E.800: "Telephone network and ISDN quality of service, network

management and traffic engineering: Terms and definitions related to quality of service and

network performance including dependability".

[i.3] Recommendation ITU-T G.107: "The E-Model, a computational model for use in transmission

planning".

[i.4] Recommendation ITU-T G.109: "Definition of categories of speech transmission quality".

[i.5] Recommendation ITU-T G.111: "Loudness ratings (LRs) in an international connection".

ETSI
---------------------- Page: 7 ----------------------
8 ETSI EG 202 009-1 V1.3.1 (2014-12)

[i.6] Recommendation ITU-T G.1000: "Communications Quality of Service: A framework and

definitions".
[i.7] Recommendation ITU-T I.112-417: "Vocabulary of terms for ISDNs".

[i.8] Recommendation ITU-T I.113: "Vocabulary of terms for broadband aspects of ISDN".

[i.9] Recommendation ITU-T I.350: "General aspects of quality of service and network performance in

digital networks, including ISDNs".

[i.10] Recommendation ITU-T I.430: "Basic user-network interface - Layer 1 specification".

[i.11] Recommendation ITU-T I.431: "Primary rate user-network interface - Layer 1 specification".

[i.12] Recommendation ITU-T M 60: "Maintenance terminology and definitions".

[i.13] Recommendation ITU-T O.172: "Jitter and wander measuring equipment for digital systems which

are based on the synchronous digital hierarchy (SDH)".

[i.14] Recommendation ITU-T P.10/G.100: "Vocabulary for performance and quality of service".

[i.15] Recommendation ITU-T P.800.1: "Mean Opinion Score (MOS) terminology".

[i.16] ETSI ETR 003: "Network Aspects (NA); General aspects of Quality of Service (QoS) and

Network Performance (NP)".

[i.17] ETSI ETR 138: "Network Aspects (NA);Quality of service indicators for Open Network Provision

(ONP) of voice telephony and Integrated Services Digital Network (ISDN)".

[i.18] ETSI EG 201 013: "Human Factors (HF); Definitions, abbreviations and symbols".

[i.19] ETSI EG 201 219: "User requirements; Guidelines on the consideration of user requirements when

managing the standardization process".

[i.20] ETSI EG 201 940: "Human Factors (HF); User identification solutions in converging networks".

[i.21] ETSI EG 202 009-2: "User Group; Quality of telecom services; Part 2: User related parameters on

a service specific basis".

[i.22] ETSI EG 202 009-3: "User Group; Quality of telecom services; Part 3: Template for Service Level

Agreements (SLA)".

[i.23] ETSI EG 202 843: "User Group; Quality of ICT services; Definitions and methods for assessing

the QoS parameters of the customer relationship stages other than utilization".

[i.24] ETSI ES 202 057-1: "Speech Processing, Transmission and Quality Aspects (STQ); User related

QoS parameter definitions and measurements; Part 1: General".

[i.25] ETSI GS ISI 003: "Information Security Indicators (ISI); Key Performance Security Indicators

(KPSI) to evaluate the maturity of security event detection".

[i.26] ETSI TR 101 287: "Services and Protocols for Advanced Networks (SPAN); Terms and

definitions".

[i.27] ETSI TR 101 329-1: "Telecommunications and Internet Protocol Harmonization Over Networks

(TIPHON) Release 3; End-to-end Quality of Service in TIPHON systems; Part 1: General aspects

of Quality of Service (QoS)".

[i.28] ETSI TR 101 830-1: "Transmission and Multiplexing (TM); Access networks; Spectral

management on metallic access networks; Part 1: Definitions and signal library".

[i.29] ETSI TR 102 008: "Telecommunications and Internet Protocol Harmonization Over Networks

(TIPHON) Release 3; Terms and Definitions".

[i.30] ETSI TR 102 276: "User Group; Users' Quality of Service Criteria for Internet Access in Europe".

ETSI
---------------------- Page: 8 ----------------------
9 ETSI EG 202 009-1 V1.3.1 (2014-12)

[i.31] ETSI TR 121 905: "Digital cellular telecommunications system (Phase 2+); Universal Mobile

Telecommunications System (UMTS); LTE; Vocabulary for 3GPP Specifications".

[i.32] ETSI TS 101 329-5: "Telecommunications and Internet Protocol Harmonization Over Networks

(TIPHON) Release 3; End-to-end Quality of Service in TIPHON systems; Part 5: Quality of

Service (QoS) measurement methodologies".

[i.33] ETSI TS 102 728: "Digital Video Broadcasting (DVB); Globally Executable MHP (GEM)

Specification 1.3 (including OTT and hybrid broadcast/broadband)".

[i.34] ETSI TS 102 844: "User Group; Quality of Telecom Services; Conformity assessment;

Requirements for bodies providing QoS assessments and surveys".

[i.35] ETSI TS 102 845: "User Group; Quality of ICT Services; Requirements for Check-up on Metering

and Billing Processes".

[i.36] ETSI TS 102 846: "User Group; Quality of ICT Services; Requirements for Bodies Providing

Conformity Assessment of Checking-up on Metering and Billing Processes".

[i.37] ETSI TS 102 852: "User Group; Quality of ICT Services; Assessment process of the QoS

parameters of the customer relationship stages".

[i.38] ETSI EN 300 462-1-1: "Transmission and Multiplexing (TM); Generic requirements for

synchronization networks; Part 1-1: Definitions and terminology for synchronization networks".

[i.39] ISO/IEC 7498-2:"Information processing systems -- Open Systems Interconnection -- Basic

Reference Model -- Part 2: Security Architecture".

[i.40] ISO/IEC 9797-1: "Information technology -- Security techniques -- Message Authentication Codes

(MACs) -- Part 1: Mechanisms using a block cipher".

[i.41] ISO/IEC 11770-3: 1999: "Information technology -- Security techniques -- Key management --

Part 3: Mechanisms using asymmetric techniques".

[i.42] ISO/IEC 13888-1: "Information technology -- Security techniques -- Non-repudiation -- Part 1:

General".

[i.43] ISO/IEC 15408: "Information technology - Security techniques - Evaluation criteria for IT

security".

[i.44] ISO/IEC 15945: "Information technology -- Security techniques -- Specification of TTP services

to support the application of digital signatures".

[i.45] ISO/IEC 17021: "Conformity assessment - Requirements for bodies providing audit and

certification of management systems".

[i.46] ISO/IEC 18028-4:2005: "Information technology -- Security techniques -- IT network security --

Part 4: Securing remote access".

[i.47] ISO/IEC 20000: "Information technology -- Service management -- Part 2: Guidance on the

application of service management systems".
3 Definitions and abbreviations
3.1 Definitions

For the purposes of the present document, the following terms and definitions apply:

(service) accessibility: ability of a component or service to perform its required function at a stated instant or over a

stated period of time, within specified tolerances and other given conditions, when requested by the user

NOTE: For readability accessibility is used alone in the current document but stands for "service accessibility"

and not "accessibility for all".
ETSI
---------------------- Page: 9 ----------------------
10 ETSI EG 202 009-1 V1.3.1 (2014-12)

assurance (in the supplier-customer interface): knowledge and courtesy of employees and their ability to convey

trust and confidence

audit: control carried out by a third party on the compliance of a provider organization to a code of practice or a

regulation
authentication: provision of assurance of the claimed identity of an entity
NOTE: See ISO/IEC 18028-4 [i.46].

authorization: granting of permission based on authenticated identification (see ISO/IEC 7498-2 [i.39])

availability: likelihood with which the relevant components of the service function can be accessed, at the instant of

request, as required by the specified conditions, in particular those related to open hours, geographic coverage and

resource size aspects if any
NOTE: See ETSI ETR 003 [i.16] modified.

call: any connection (fixed or temporary) capable of transferring information between two or more users of a

telecommunications system. In this context a user may be a person or a machine

call set-up time: period starting when the address information required for setting up a call is received by the network

(e.g. recognized on the calling user's access line) and finishing when the called party busy tone or ringing tone or

answer signal is received by the calling party (e.g. recognized on the calling user's access line)

NOTE 1: See ETSI ETR 138 [i.17].

NOTE 2: In some standards, Post Dialling Delay (PDD) is used instead of call set-up time. (See the definition

below (ETSI TS 101 329-5 [i.32])).

capacity: ability of an item to meet a demand of a given size under given internal conditions

NOTE: In the present set of documents, the reader should have in mind that, if SLO are expected with regard to

this criterion, these SLO are the expression of a trade off between a user and the provider i.e. a

contractual commitment. If a measurement is done in this domain, it is not a QoS assessment per se but

rather a check up of the conformance to the SLO of both the use by the customer(s) and the means made

available by the provider.

certificate: certificate issued by a certification body in accordance with the conditions of its accreditation and bearing

an accreditation symbol or statement

cessation: all activities associated with the cessation of a telecommunication service from the time it was requested by a

customer, to the time it was completed to the satisfaction of the customer

charging/billing: all relevant activities associated with the charging and billing for a telecommunication service to a

customer

Charging Data Record (CDR): formatted collection of information about a chargeable event (e.g. time of call set-up,

duration of the call, amount of data transferred, etc.) for use in billing and accounting

NOTE: For each party to be charged for parts of or all charges of a chargeable event a separate CDR should be

generated, i.e. more than one CDR may be generated for a single chargeable event, e.g. because of its

long duration, or because more than one charged party is to be charged (see ETSI TR 121 905 [i.31]).

Circuit Loudness Rating (CLR): loudness loss between two electrical interfaces in a connection or circuit, each

interface terminated by its nominal impedance which may be complex
NOTE: See ETSI TR 102 008 [i.29].
connection: connection provides for transfer of information between endpoints
NOTE: See Recommendation ITU-T I.113-504 modified [i.8].

connection set up time: time between end of dialling and start of display of the first screen of a web page

ETSI
---------------------- Page: 10 ----------------------
11 ETSI EG 202 009-1 V1.3.1 (2014-12)

defect: limited interruption of the ability of an item to perform a required function

NOTE 1: It may or may not lead to maintenance actions depending on the results of additional analysis.

NOTE 2: See Recommendation ITU-T I.113- 601 [i.8].

dependability (in the supplier-customer interface): the ability to provide what was promised, dependably and

accurately

digital signature: data appended to, or a cryptographic transformation of, a data unit that allows a recipient of the data

unit to prove the origin and integrity of the data unit and protect the sender and the recipient of the data unit against

forgery by third parties and sender against forgery by the recipient
NOTE: See ISO/IEC 11770-3 [i.41].

directory enquiry service: operator or machine based service intended to provide information on phone number,

addresses or e-mail addresses of people or organizations on user request

empathy (in the supplier-customer interface): degree of caring and individual attention provided to customers

encryption: (reversible) transformation of data by a cryptographic algorithm to produce ciphertext, i.e. to hide the

information content of the data
NOTE: See ISO/IEC 9797-1 [i.40].

fault: inability of an item to perform a required function, excluding that inability due to preventive maintenance, lack of

external resources, or planned actions
NOTE: See Recommendation ITU-T I.113-603 [i.8].

flexibility: ability of a service to be customized with elasticity and scalability features

NOTE: Flexibility embraces:

- Customization: options required by the customer and offered by the provider in order to

accommodate special requirements, i.e. the ability for the customer to adjust some specific features

of the subscribed service, e.g. additional features or some configuration parameters.

- Elasticity: variable resource allocation.
- Scalability: ability to size the system configuration.

function: process which conveys or transforms data in a predictable way, it may be affected by hardware, software or a

combination of the two
NOTE: See ETSI TS 102 728 [i.33].
identification: process of establishing
...

Final draft ETSI EG 202 009-1 V1.3.0 (2014-09)
ETSI GUIDE
User Group;
Quality of telecom services;
Part 1: Methodology for identification of indicators
relevant to the Users
---------------------- Page: 1 ----------------------
2 Final draft ETSI EG 202 009-1 V1.3.0 (2014-09)
Reference
REG/USER-00042-1
Keywords
QoS, quality, service, SLA, user
ETSI
650 Route des Lucioles
F-06921 Sophia Antipolis Cedex - FRANCE
Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16
Siret N° 348 623 562 00017 - NAF 742 C
Association à but non lucratif enregistrée à la
Sous-Préfecture de Grasse (06) N° 7803/88
Important notice
The present document can be downloaded from:
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The present document may be made available in electronic versions and/or in print. The content of any electronic and/or

print versions of the present document shall not be modified without the prior written authorization of ETSI. In case of any

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Users of the present document should be aware that the document may be subject to revision or change of status.

Information on the current status of this and other ETSI documents is available at

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Copyright Notification

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The content of the PDF version shall not be modified without the written authorization of ETSI.

The copyright and the foregoing restriction extend to reproduction in all media.
© European Telecommunications Standards Institute 2014.
All rights reserved.
TM TM TM

DECT , PLUGTESTS , UMTS and the ETSI logo are Trade Marks of ETSI registered for the benefit of its Members.

3GPP and LTE™ are Trade Marks of ETSI registered for the benefit of its Members and

of the 3GPP Organizational Partners.

GSM® and the GSM logo are Trade Marks registered and owned by the GSM Association.

ETSI
---------------------- Page: 2 ----------------------
3 Final draft ETSI EG 202 009-1 V1.3.0 (2014-09)
Contents

Intellectual Property Rights ................................................................................................................................ 5

Foreword ............................................................................................................................................................. 5

Modal verbs terminology .................................................................................................................................... 5

Introduction ........................................................................................................................................................ 5

1 Scope ........................................................................................................................................................ 7

2 References ................................................................................................................................................ 7

2.1 Normative references ......................................................................................................................................... 7

2.2 Informative references ........................................................................................................................................ 7

3 Definitions and abbreviations ................................................................................................................... 9

3.1 Definitions .......................................................................................................................................................... 9

3.2 Abbreviations ................................................................................................................................................... 17

4 About telecommunication service QoS .................................................................................................. 17

4.1 About telecommunication services ................................................................................................................... 17

4.2 Services versus offers ....................................................................................................................................... 17

4.3 About Quality of Services ................................................................................................................................ 18

4.4 SLO (Service Level Objective) ........................................................................................................................ 18

5 Scope of telecommunications offers ...................................................................................................... 19

6 Methodology to identify the customer's QoS requirements ................................................................... 20

6.1 Matrix for the determination of communications QoS criteria ......................................................................... 22

6.1.1 Matrix line Y1 - Sales ................................................................................................................................. 24

6.1.1.1 Matrix line Y1.1 - Preliminary information/Advertisement .................................................................. 24

6.1.1.2 Matrix line Y1.2 - Establishment of the contract (Terms and conditions) ............................................ 26

6.1.2 Matrix line Y2 - Service provisioning ........................................................................................................ 27

6.1.3 Matrix line Y3 - Service alteration/Technical upgrade ............................................................................... 28

6.1.3.1 Matrix line Y-3.1 - Service alteration ................................................................................................... 28

6.1.3.2 Matrix line Y-3.2 - Technical upgrade .................................................................................................. 30

6.1.4 Matrix line Y4 - Service support ................................................................................................................ 31

6.1.4.1 Matrix line Y4.1 - Documentation ........................................................................................................ 31

6.1.4.2 Matrix line Y4.2 and Y4.3 - Technical and commercial support .......................................................... 32

6.1.4.3 Matrix line Y4.4 - Complaint management ........................................................................................... 33

6.1.5 Matrix line Y5 - Repair-Troubleshooting ................................................................................................... 34

6.1.6 Matrix line Y6 - Metering/Charging/Billing ............................................................................................... 35

6.1.7 Matrix line Y7 - Cessation .......................................................................................................................... 37

6.1.8 Matrix line Y8 - Network/service management by the customer ............................................................... 38

6.1.9 Matrix line Y9 - Service utilization ............................................................................................................ 39

6.2 Recommendations to fulfil the table cells ........................................................................................................ 44

6.2.1 Service specific assessable metrics ............................................................................................................. 44

6.2.2 Prioritization ............................................................................................................................................... 45

6.2.3 Selection of the user sample ....................................................................................................................... 45

6.2.4 Practical means to define the SLO .............................................................................................................. 45

6.3 QoS requirements review ................................................................................................................................. 45

7 Measurements ......................................................................................................................................... 46

7.1 Objective measurements ................................................................................................................................... 46

7.1.1 Intrusive measurements .............................................................................................................................. 46

7.1.2 Non-intrusive measurements ...................................................................................................................... 46

7.2 Subjective measurements ................................................................................................................................. 46

7.3 Measurement by a third party ........................................................................................................................... 47

7.4 Who should perform the measurements ........................................................................................................... 47

7.5 Result presentation ........................................................................................................................................... 47

8 Conclusion .............................................................................................................................................. 47

ETSI
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4 Final draft ETSI EG 202 009-1 V1.3.0 (2014-09)

Annex A: Bibliography .......................................................................................................................... 48

History .............................................................................................................................................................. 49

ETSI
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5 Final draft ETSI EG 202 009-1 V1.3.0 (2014-09)
Intellectual Property Rights

IPRs essential or potentially essential to the present document may have been declared to ETSI. The information

pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found

in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in

respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web

server (http://ipr.etsi.org).

Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee

can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web

server) which are, or may be, or may become, essential to the present document.
Foreword

This final draft ETSI Guide (EG) has been produced by ETSI User Group (USER), and is now submitted for the ETSI

standards Membership Approval Procedure.

The present document is part 1 of a multi-part deliverable covering the quality of telecom services, as identified below:

Part 1: "Methodology for identification of indicators relevant to the Users";
Part 2: "User related indicators on a service specific basis";
Part 3: "Template for Service Level Agreements (SLA)".
Modal verbs terminology

In the present document "shall", "shall not", "should", "should not", "may", "may not", "need", "need not", "will",

(Verbal forms

"will not", "can" and "cannot" are to be interpreted as described in clause 3.2 of the ETSI Drafting Rules

for the expression of provisions).

"must" and "must not" are NOT allowed in ETSI deliverables except when used in direct citation.

Introduction

Quality in the service area can be evaluated from different perspectives and therefore using different measurement

methods:

a) the first is related to the reliability of the equipment and can be measured accurately via technical means,

although these measurements might be expensive because of both the dispersion of the test results and the size

of the sample to be tested;

b) the second is related to the service provision and is closely linked to the kind of use of the service. Therefore

appropriate indicators have to be defined according to use;

c) the last is intended to measure the subjective satisfaction of the customer and there is often no other means

than a survey to get it.

In the two first categories, technical means can be used to perform the measurements and in such cases, standards are

often useful to achieve a common approach; such standards are given as references where appropriate. They include a

precise definition of what is meant as a failure: total failure, poor performance, backup situation, etc.

Assessing these different aspects is of paramount importance to the provider who endeavours to improve the offered

QoS. From a user viewpoint, the end-to-end QoS is the most relevant. Hence objective and subjective measurements

may be usefully combined for a better assessment of the QoS.
ETSI
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6 Final draft ETSI EG 202 009-1 V1.3.0 (2014-09)

Measurements of every potentially interesting indicator all the time might be very expensive and could even jeopardize

service performances. It is often cheaper to get them via a poll. In addition, it may be convenient to rely on a third party

and also audit to carry out these measurements in order to avoid any criticism from one of the involved parties.

The present document is dedicated to the methodology to analyse the user's needs which is the first step in a Total

Quality Management (TQM) process.
ETSI
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7 Final draft ETSI EG 202 009-1 V1.3.0 (2014-09)
1 Scope

In the current competitive world, Quality of Service (QoS) is becoming, jointly with cost, a key indicator in selling and

buying telecommunications services. At the same time, technology and liberalization trends are raising new types of

concerns unknown with the Plain Old Telephony Services (POTS) using switched connections provided by a single

monopoly supplier.

Nowadays, there are several standards describing QoS measurements but the questions of which indicators are to be

monitored and which values they should meet are still open. The present document proposes a methodology for the

identification of indicators relevant to the users that can be used either to monitor the QoS of Telecom services used by

the private customers or for a Service Level Agreement (SLA) between a business customer and a supplier of

Telecommunications services such as that proposed in ETSI EG 202 009-3 [i.22]. This part 3 gives guidelines on how

to express explicit user's QoS requirements, prioritize the indicators, establish a preferred value for each of these

indicators, while ETSI EG 202 009-2 [i.21] proposes QoS indicators for each service and each step of the Customer

Relationship Course.

The present document was written to make available to the providers and users of any kind of telecom services (legacy

network based or IP network based services) a common basis for mutual understanding about quality of service. It aims

to assist users in identifying rationally their QoS requirements in terms of Service Level Objectives (SLO), helping the

providers to better meet them for their mutual benefit.
2 References

References are either specific (identified by date of publication and/or edition number or version number) or

non-specific. For specific references, only the cited version applies. For non-specific references, the latest version of the

reference document (including any amendments) applies.

Referenced documents which are not found to be publicly available in the expected location might be found at

http://docbox.etsi.org/Reference.

NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee

their long term validity.
2.1 Normative references

The following referenced documents are necessary for the application of the present document.

Not applicable.
2.2 Informative references

The following referenced documents are not necessary for the application of the present document but they assist the

user with regard to a particular subject area.

[i.1] Recommendation ITU-T E.721: "Network grade of service parameters and target values for

circuit-switched services in the evolving ISDN".

[i.2] Recommendation ITU-T E.800: "Telephone network and ISDN quality of service, network

management and traffic engineering: Terms and definitions related to quality of service and

network performance including dependability".

[i.3] Recommendation ITU-T G.107: "The E-Model, a computational model for use in transmission

planning".

[i.4] Recommendation ITU-T G.109: "Definition of categories of speech transmission quality".

[i.5] Recommendation ITU-T G.111: "Loudness ratings (LRs) in an international connection".

ETSI
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8 Final draft ETSI EG 202 009-1 V1.3.0 (2014-09)

[i.6] Recommendation ITU-T G.1000: "Communications Quality of Service: A framework and

definitions".
[i.7] Recommendation ITU-T I.112-417: "Vocabulary of terms for ISDNs".

[i.8] Recommendation ITU-T I.113: "Vocabulary of terms for broadband aspects of ISDN".

[i.9] Recommendation ITU-T I.350: "General aspects of quality of service and network performance in

digital networks, including ISDNs".

[i.10] Recommendation ITU-T I.430: "Basic user-network interface - Layer 1 specification".

[i.11] Recommendation ITU-T I.431: "Primary rate user-network interface - Layer 1 specification".

[i.12] Recommendation ITU-T M 60: "Maintenance terminology and definitions".

[i.13] Recommendation ITU-T O.172: "Jitter and wander measuring equipment for digital systems which

are based on the synchronous digital hierarchy (SDH)".

[i.14] Recommendation ITU-T P.10/G.100: "Vocabulary for performance and quality of service".

[i.15] Recommendation ITU-T P.800.1: "Mean Opinion Score (MOS) terminology".

[i.16] ETSI ETR 003: "Network Aspects (NA); General aspects of Quality of Service (QoS) and

Network Performance (NP)".

[i.17] ETSI ETR 138: "Network Aspects (NA);Quality of service indicators for Open Network Provision

(ONP) of voice telephony and Integrated Services Digital Network (ISDN)".

[i.18] ETSI EG 201 013: "Human Factors (HF); Definitions, abbreviations and symbols".

[i.19] ETSI EG 201 219: "User requirements; Guidelines on the consideration of user requirements when

managing the standardization process".

[i.20] ETSI EG 201 940: "Human Factors (HF); User identification solutions in converging networks".

[i.21] ETSI EG 202 009-2: "User Group; Quality of telecom services; Part 2: User related parameters on

a service specific basis".

[i.22] ETSI EG 202 009-3: "User Group; Quality of telecom services; Part 3: Template for Service Level

Agreements (SLA)".

[i.23] ETSI EG 202 843: "User Group; Quality of ICT services; Definitions and methods for assessing

the QoS parameters of the customer relationship stages other than utilization".

[i.24] ETSI ES 202 057-1: "Speech Processing, Transmission and Quality Aspects (STQ); User related

QoS parameter definitions and measurements; Part 1: General".

[i.25] ETSI GS ISI 003: "Information Security Indicators (ISI); Key Performance Security Indicators

(KPSI) to evaluate the maturity of security event detection".

[i.26] ETSI TR 101 287: "Services and Protocols for Advanced Networks (SPAN); Terms and

definitions".

[i.27] ETSI TR 101 329-1: "Telecommunications and Internet Protocol Harmonization Over Networks

(TIPHON) Release 3; End-to-end Quality of Service in TIPHON systems; Part 1: General aspects

of Quality of Service (QoS)".

[i.28] ETSI TR 101 830-1: "Transmission and Multiplexing (TM); Access networks; Spectral

management on metallic access networks; Part 1: Definitions and signal library".

[i.29] ETSI TR 102 008: "Telecommunications and Internet Protocol Harmonization Over Networks

(TIPHON) Release 3; Terms and Definitions".

[i.30] ETSI TR 102 276: "User Group; Users' Quality of Service Criteria for Internet Access in Europe".

ETSI
---------------------- Page: 8 ----------------------
9 Final draft ETSI EG 202 009-1 V1.3.0 (2014-09)

[i.31] ETSI TR 121 905: "Digital cellular telecommunications system (Phase 2+); Universal Mobile

Telecommunications System (UMTS); LTE; Vocabulary for 3GPP Specifications".

[i.32] ETSI TS 101 329-5: "Telecommunications and Internet Protocol Harmonization Over Networks

(TIPHON) Release 3; End-to-end Quality of Service in TIPHON systems; Part 5: Quality of

Service (QoS) measurement methodologies".

[i.33] ETSI TS 102 728: "Digital Video Broadcasting (DVB); Globally Executable MHP (GEM)

Specification 1.3 (including OTT and hybrid broadcast/broadband)".

[i.34] ETSI TS 102 844: "User Group; Quality of Telecom Services; Conformity assessment;

Requirements for bodies providing QoS assessments and surveys".

[i.35] ETSI TS 102 845: "User Group; Quality of ICT Services; Requirements for Check-up on Metering

and Billing Processes".

[i.36] ETSI TS 102 846: "User Group; Quality of ICT Services; Requirements for Bodies Providing

Conformity Assessment of Checking-up on Metering and Billing Processes".

[i.37] ETSI TS 102 852: "User Group; Quality of ICT Services; Assessment process of the QoS

parameters of the customer relationship stages".

[i.38] ETSI EN 300 462-1-1: "Transmission and Multiplexing (TM); Generic requirements for

synchronization networks; Part 1-1: Definitions and terminology for synchronization networks".

[i.39] ISO/IEC 7498-2:"Information processing systems -- Open Systems Interconnection -- Basic

Reference Model -- Part 2: Security Architecture".

[i.40] ISO/IEC 9797-1: "Information technology -- Security techniques -- Message Authentication Codes

(MACs) -- Part 1: Mechanisms using a block cipher".

[i.41] ISO/IEC 11770-3: 1999: "Information technology -- Security techniques -- Key management --

Part 3: Mechanisms using asymmetric techniques".

[i.42] ISO/IEC 13888-1: "Information technology -- Security techniques -- Non-repudiation -- Part 1:

General".

[i.43] ISO/IEC 15408: "Information technology - Security techniques - Evaluation criteria for IT

security".

[i.44] ISO/IEC 15945: "Information technology -- Security techniques -- Specification of TTP services

to support the application of digital signatures".

[i.45] ISO/IEC 17021: "Conformity assessment - Requirements for bodies providing audit and

certification of management systems".

[i.46] ISO/IEC 18028-4:2005: "Information technology -- Security techniques -- IT network security --

Part 4: Securing remote access".

[i.47] ISO/IEC 20000: "Information technology -- Service management -- Part 2: Guidance on the

application of service management systems".
3 Definitions and abbreviations
3.1 Definitions

For the purposes of the present document, the following terms and definitions apply:

(service) accessibility: ability of a component or service to perform its required function at a stated instant or over a

stated period of time, within specified tolerances and other given conditions, when requested by the user

NOTE: For readability accessibility is used alone in the current document but stands for "service accessibility"

and not "accessibility for all".
ETSI
---------------------- Page: 9 ----------------------
10 Final draft ETSI EG 202 009-1 V1.3.0 (2014-09)

assurance (in the supplier-customer interface): knowledge and courtesy of employees and their ability to convey

trust and confidence

audit: control carried out by a third party on the compliance of a provider organization to a code of practice or a

regulation
authentication: provision of assurance of the claimed identity of an entity
NOTE: See ISO/IEC 18028-4 [i.46].

authorization: granting of permission based on authenticated identification (see ISO/IEC 7498-2 [i.39])

availability: likelihood with which the relevant components of the service function can be accessed, at the instant of

request, as required by the specified conditions, in particular those related to open hours, geographic coverage and

resource size aspects if any
NOTE: See ETSI ETR 003 [i.16] modified.

call: any connection (fixed or temporary) capable of transferring information between two or more users of a

telecommunications system. In this context a user may be a person or a machine

call set-up time: period starting when the address information required for setting up a call is received by the network

(e.g. recognized on the calling user's access line) and finishing when the called party busy tone or ringing tone or

answer signal is received by the calling party (e.g. recognized on the calling user's access line)

NOTE 1: See ETSI ETR 138 [i.17].

NOTE 2: In some standards, Post Dialling Delay (PDD) is used instead of call set-up time. (See the definition

below (ETSI TS 101 329-5 [i.32])).

capacity: ability of an item to meet a demand of a given size under given internal conditions

NOTE: In the present set of documents, the reader should have in mind that, if SLO are expected with regard to

this criterion, these SLO are the expression of a trade off between a user and the provider i.e. a

contractual commitment. If a measurement is done in this domain, it is not a QoS assessment per se but

rather a check up of the conformance to the SLO of both the use by the customer(s) and the means made

available by the provider.

certificate: certificate issued by a certification body in accordance with the conditions of its accreditation and bearing

an accreditation symbol or statement

cessation: all activities associated with the cessation of a telecommunication service from the time it was requested by a

customer, to the time it was completed to the satisfaction of the customer

charging/billing: all relevant activities associated with the charging and billing for a telecommunication service to a

customer

Charging Data Record (CDR): formatted collection of information about a chargeable event (e.g. time of call set-up,

duration of the call, amount of data transferred, etc) for use in billing and accounting

NOTE: For each party to be charged for parts of or all charges of a chargeable event a separate CDR should be

generated, i.e. more than one CDR may be generated for a single chargeable event, e.g. because of its

long duration, or because more than one charged party is to be charged (see ETSI TR 121 905 [i.31]).

Circuit Loudness Rating (CLR): loudness loss between two electrical interfaces in a connection or circuit, each

interface terminated by its nominal impedance which may be complex
NOTE: See ETSI TR 102 008 [i.29].
connection: connection provides for transfer of information between endpoints
NOTE: See Recommendation ITU-T I.113-504 modified [i.8].

connection set up time: time between end of dialling and start of display of the first screen of a web page

ETSI
---------------------- Page: 10 ----------------------
11 Final draft ETSI EG 202 009-1 V1.3.0 (2014-09)

defect: limited interruption of the ability of an item to perform a required function

NOTE 1: It may or may not lead to maintenance actions depending on the results of additional analysis.

NOTE 2: See Recommendation ITU-T I.113- 601 [i.8].

dependability (in the supplier-customer interface): the ability to provide what was promised, dependably and

accurately

digital signature: data appended to, or a cryptographic transformation of, a data unit that allows a recipient of the data

unit to prove the origin and integrity of the data unit and protect the sender and the recipient of the data unit against

forgery by third parties and sender against forgery by the recipient
NOTE: See ISO/IEC 11770-3 [i.41].

directory enquiry service: operator or machine based service intended to provide information on phone number,

addresses or e-mail addresses of people or organizations on user request

encryption: (reversible) transformation of data by a cryptographic algorithm to produce ciphertext, i.e. to hide the

information content of the data
NOTE: See ISO/IEC 9797-1 [i.40].

empathy (in the supplier-customer interface): degree of caring and individual attention provided to customers

fault: inability of an item to perform a required function, excluding that inability due to preventive maintenance, lack of

external resources, or planned actions
NOTE: See Recommendation ITU-T I.113-603 [i.8].

flexibility: ability of a service to be customized with elasticity and scalability features

NOTE: Flexibility embraces:

- Customization: options required by the customer and offered by the provider in order to

accommodate special requirements, i.e. the ability for the customer to adjust some specific features

of the subscribed service, e.g. additional features or some configuration parameters.

- Elasticity: variable resource allocation.
- Scalability: ability to size the system configuration.
...

SLOVENSKI STANDARD
SIST-V ETSI/EG 202 009-1 V1.3.1:2016
01-februar-2016

Uporabniška skupina - Kakovost telekomunikacijskih storitev - 1. del: Metodologija

za opredelitev kazalnikov, pomembnih za uporabnike

User Group- Quality of telecom services - Part 1: Methodology for identification of

indicators relevant to the Users
Ta slovenski standard je istoveten z: EG 202 009-1 V1.3.1
ICS:
03.120.99 Drugi standardi v zvezi s Other standards related to
kakovostjo quality
33.030 Telekomunikacijske Telecommunication services.
uporabniške rešitve Applications
SIST-V ETSI/EG 202 009-1 V1.3.1:2016 en,fr,de

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

---------------------- Page: 1 ----------------------
SIST-V ETSI/EG 202 009-1 V1.3.1:2016
---------------------- Page: 2 ----------------------
SIST-V ETSI/EG 202 009-1 V1.3.1:2016
ETSI EG 202 009-1 V1.3.1 (2014-12)
ETSI GUIDE
User Group;
Quality of telecom services;
Part 1: Methodology for identification of indicators
relevant to the Users
---------------------- Page: 3 ----------------------
SIST-V ETSI/EG 202 009-1 V1.3.1:2016
2 ETSI EG 202 009-1 V1.3.1 (2014-12)
Reference
REG/USER-00042-1
Keywords
QoS, quality, service, SLA, user
ETSI
650 Route des Lucioles
F-06921 Sophia Antipolis Cedex - FRANCE
Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16
Siret N° 348 623 562 00017 - NAF 742 C
Association à but non lucratif enregistrée à la
Sous-Préfecture de Grasse (06) N° 7803/88
Important notice
The present document can be downloaded from:
http://www.etsi.org

The present document may be made available in electronic versions and/or in print. The content of any electronic and/or

print versions of the present document shall not be modified without the prior written authorization of ETSI. In case of any

existing or perceived difference in contents between such versions and/or in print, the only prevailing document is the

print of the Portable Document Format (PDF) version kept on a specific network drive within ETSI Secretariat.

Users of the present document should be aware that the document may be subject to revision or change of status.

Information on the current status of this and other ETSI documents is available at

http://portal.etsi.org/tb/status/status.asp

If you find errors in the present document, please send your comment to one of the following services:

http://portal.etsi.org/chaircor/ETSI_support.asp
Copyright Notification

No part may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying

and microfilm except as authorized by written permission of ETSI.

The content of the PDF version shall not be modified without the written authorization of ETSI.

The copyright and the foregoing restriction extend to reproduction in all media.
© European Telecommunications Standards Institute 2014.
All rights reserved.
TM TM TM

DECT , PLUGTESTS , UMTS and the ETSI logo are Trade Marks of ETSI registered for the benefit of its Members.

3GPP and LTE™ are Trade Marks of ETSI registered for the benefit of its Members and

of the 3GPP Organizational Partners.

GSM® and the GSM logo are Trade Marks registered and owned by the GSM Association.

ETSI
---------------------- Page: 4 ----------------------
SIST-V ETSI/EG 202 009-1 V1.3.1:2016
3 ETSI EG 202 009-1 V1.3.1 (2014-12)
Contents

Intellectual Property Rights ................................................................................................................................ 5

Foreword ............................................................................................................................................................. 5

Modal verbs terminology .................................................................................................................................... 5

Introduction ........................................................................................................................................................ 5

1 Scope ........................................................................................................................................................ 7

2 References ................................................................................................................................................ 7

2.1 Normative references ......................................................................................................................................... 7

2.2 Informative references ........................................................................................................................................ 7

3 Definitions and abbreviations ................................................................................................................... 9

3.1 Definitions .......................................................................................................................................................... 9

3.2 Abbreviations ................................................................................................................................................... 17

4 About telecommunication service QoS .................................................................................................. 17

4.1 About telecommunication services ................................................................................................................... 17

4.2 Services versus offers ....................................................................................................................................... 17

4.3 About Quality of Services ................................................................................................................................ 18

4.4 SLO (Service Level Objective) ........................................................................................................................ 18

5 Scope of telecommunications offers ...................................................................................................... 19

6 Methodology to identify the customer's QoS requirements ................................................................... 20

6.1 Matrix for the determination of communications QoS criteria ......................................................................... 22

6.1.1 Matrix line Y1 - Sales ................................................................................................................................. 24

6.1.1.1 Matrix line Y1.1 - Preliminary information/Advertisement .................................................................. 24

6.1.1.2 Matrix line Y1.2 - Establishment of the contract (Terms and conditions) ............................................ 26

6.1.2 Matrix line Y2 - Service provisioning ........................................................................................................ 27

6.1.3 Matrix line Y3 - Service alteration/Technical upgrade ............................................................................... 28

6.1.3.1 Matrix line Y-3.1 - Service alteration ................................................................................................... 28

6.1.3.2 Matrix line Y-3.2 - Technical upgrade .................................................................................................. 30

6.1.4 Matrix line Y4 - Service support ................................................................................................................ 31

6.1.4.1 Matrix line Y4.1 - Documentation ........................................................................................................ 31

6.1.4.2 Matrix line Y4.2 and Y4.3 - Technical and commercial support .......................................................... 32

6.1.4.3 Matrix line Y4.4 - Complaint management ........................................................................................... 33

6.1.5 Matrix line Y5 - Repair-Troubleshooting ................................................................................................... 34

6.1.6 Matrix line Y6 - Metering/Charging/Billing ............................................................................................... 35

6.1.7 Matrix line Y7 - Cessation .......................................................................................................................... 37

6.1.8 Matrix line Y8 - Network/service management by the customer ............................................................... 38

6.1.9 Matrix line Y9 - Service utilization ............................................................................................................ 39

6.2 Recommendations to fulfil the table cells ........................................................................................................ 44

6.2.1 Service specific assessable metrics ............................................................................................................. 44

6.2.2 Prioritization ............................................................................................................................................... 45

6.2.3 Selection of the user sample ....................................................................................................................... 45

6.2.4 Practical means to define the SLO .............................................................................................................. 45

6.3 QoS requirements review ................................................................................................................................. 45

7 Measurements ......................................................................................................................................... 46

7.1 Objective measurements ................................................................................................................................... 46

7.1.1 Intrusive measurements .............................................................................................................................. 46

7.1.2 Non-intrusive measurements ...................................................................................................................... 46

7.2 Subjective measurements ................................................................................................................................. 46

7.3 Measurement by a third party ........................................................................................................................... 47

7.4 Who should perform the measurements ........................................................................................................... 47

7.5 Result presentation ........................................................................................................................................... 47

8 Conclusion .............................................................................................................................................. 47

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Annex A: Bibliography .......................................................................................................................... 48

History .............................................................................................................................................................. 49

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Intellectual Property Rights

IPRs essential or potentially essential to the present document may have been declared to ETSI. The information

pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found

in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in

respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web

server (http://ipr.etsi.org).

Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee

can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web

server) which are, or may be, or may become, essential to the present document.
Foreword
This ETSI Guide (EG) has been produced by ETSI User Group (USER).

The present document is part 1 of a multi-part deliverable covering the quality of telecom services, as identified below:

Part 1: "Methodology for identification of indicators relevant to the Users";
Part 2: "User related indicators on a service specific basis";
Part 3: "Template for Service Level Agreements (SLA)".
Modal verbs terminology

In the present document "shall", "shall not", "should", "should not", "may", "may not", "need", "need not", "will",

"will not", "can" and "cannot" are to be interpreted as described in clause 3.2 of the ETSI Drafting Rules (Verbal forms

for the expression of provisions).

"must" and "must not" are NOT allowed in ETSI deliverables except when used in direct citation.

Introduction

Quality in the service area can be evaluated from different perspectives and therefore using different measurement

methods:

a) the first is related to the reliability of the equipment and can be measured accurately via technical means,

although these measurements might be expensive because of both the dispersion of the test results and the size

of the sample to be tested;

b) the second is related to the service provision and is closely linked to the kind of use of the service. Therefore

appropriate indicators have to be defined according to use;

c) the last is intended to measure the subjective satisfaction of the customer and there is often no other means

than a survey to get it.

In the two first categories, technical means can be used to perform the measurements and in such cases, standards are

often useful to achieve a common approach; such standards are given as references where appropriate. They include a

precise definition of what is meant as a failure: total failure, poor performance, backup situation, etc.

Assessing these different aspects is of paramount importance to the provider who endeavours to improve the offered

QoS. From a user viewpoint, the end-to-end QoS is the most relevant. Hence objective and subjective measurements

may be usefully combined for a better assessment of the QoS.
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Measurements of every potentially interesting indicator all the time might be very expensive and could even jeopardize

service performances. It is often cheaper to get them via a poll. In addition, it may be convenient to rely on a third party

and also audit to carry out these measurements in order to avoid any criticism from one of the involved parties.

The present document is dedicated to the methodology to analyse the user's needs which is the first step in a Total

Quality Management (TQM) process.
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1 Scope

In the current competitive world, Quality of Service (QoS) is becoming, jointly with cost, a key indicator in selling and

buying telecommunications services. At the same time, technology and liberalization trends are raising new types of

concerns unknown with the Plain Old Telephony Services (POTS) using switched connections provided by a single

monopoly supplier.

Nowadays, there are several standards describing QoS measurements but the questions of which indicators are to be

monitored and which values they should meet are still open. The present document proposes a methodology for the

identification of indicators relevant to the users that can be used either to monitor the QoS of Telecom services used by

the private customers or for a Service Level Agreement (SLA) between a business customer and a supplier of

Telecommunications services such as that proposed in ETSI EG 202 009-3 [i.22]. This part 3 gives guidelines on how

to express explicit user's QoS requirements, prioritize the indicators, establish a preferred value for each of these

indicators, while ETSI EG 202 009-2 [i.21] proposes QoS indicators for each service and each step of the Customer

Relationship Course.

The present document was written to make available to the providers and users of any kind of telecom services (legacy

network based or IP network based services) a common basis for mutual understanding about quality of service. It aims

to assist users in identifying rationally their QoS requirements in terms of Service Level Objectives (SLO), helping the

providers to better meet them for their mutual benefit.
2 References

References are either specific (identified by date of publication and/or edition number or version number) or

non-specific. For specific references, only the cited version applies. For non-specific references, the latest version of the

reference document (including any amendments) applies.

Referenced documents which are not found to be publicly available in the expected location might be found at

http://docbox.etsi.org/Reference.

NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee

their long term validity.
2.1 Normative references

The following referenced documents are necessary for the application of the present document.

Not applicable.
2.2 Informative references

The following referenced documents are not necessary for the application of the present document but they assist the

user with regard to a particular subject area.

[i.1] Recommendation ITU-T E.721: "Network grade of service parameters and target values for

circuit-switched services in the evolving ISDN".

[i.2] Recommendation ITU-T E.800: "Telephone network and ISDN quality of service, network

management and traffic engineering: Terms and definitions related to quality of service and

network performance including dependability".

[i.3] Recommendation ITU-T G.107: "The E-Model, a computational model for use in transmission

planning".

[i.4] Recommendation ITU-T G.109: "Definition of categories of speech transmission quality".

[i.5] Recommendation ITU-T G.111: "Loudness ratings (LRs) in an international connection".

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[i.6] Recommendation ITU-T G.1000: "Communications Quality of Service: A framework and

definitions".
[i.7] Recommendation ITU-T I.112-417: "Vocabulary of terms for ISDNs".

[i.8] Recommendation ITU-T I.113: "Vocabulary of terms for broadband aspects of ISDN".

[i.9] Recommendation ITU-T I.350: "General aspects of quality of service and network performance in

digital networks, including ISDNs".

[i.10] Recommendation ITU-T I.430: "Basic user-network interface - Layer 1 specification".

[i.11] Recommendation ITU-T I.431: "Primary rate user-network interface - Layer 1 specification".

[i.12] Recommendation ITU-T M 60: "Maintenance terminology and definitions".

[i.13] Recommendation ITU-T O.172: "Jitter and wander measuring equipment for digital systems which

are based on the synchronous digital hierarchy (SDH)".

[i.14] Recommendation ITU-T P.10/G.100: "Vocabulary for performance and quality of service".

[i.15] Recommendation ITU-T P.800.1: "Mean Opinion Score (MOS) terminology".

[i.16] ETSI ETR 003: "Network Aspects (NA); General aspects of Quality of Service (QoS) and

Network Performance (NP)".

[i.17] ETSI ETR 138: "Network Aspects (NA);Quality of service indicators for Open Network Provision

(ONP) of voice telephony and Integrated Services Digital Network (ISDN)".

[i.18] ETSI EG 201 013: "Human Factors (HF); Definitions, abbreviations and symbols".

[i.19] ETSI EG 201 219: "User requirements; Guidelines on the consideration of user requirements when

managing the standardization process".

[i.20] ETSI EG 201 940: "Human Factors (HF); User identification solutions in converging networks".

[i.21] ETSI EG 202 009-2: "User Group; Quality of telecom services; Part 2: User related parameters on

a service specific basis".

[i.22] ETSI EG 202 009-3: "User Group; Quality of telecom services; Part 3: Template for Service Level

Agreements (SLA)".

[i.23] ETSI EG 202 843: "User Group; Quality of ICT services; Definitions and methods for assessing

the QoS parameters of the customer relationship stages other than utilization".

[i.24] ETSI ES 202 057-1: "Speech Processing, Transmission and Quality Aspects (STQ); User related

QoS parameter definitions and measurements; Part 1: General".

[i.25] ETSI GS ISI 003: "Information Security Indicators (ISI); Key Performance Security Indicators

(KPSI) to evaluate the maturity of security event detection".

[i.26] ETSI TR 101 287: "Services and Protocols for Advanced Networks (SPAN); Terms and

definitions".

[i.27] ETSI TR 101 329-1: "Telecommunications and Internet Protocol Harmonization Over Networks

(TIPHON) Release 3; End-to-end Quality of Service in TIPHON systems; Part 1: General aspects

of Quality of Service (QoS)".

[i.28] ETSI TR 101 830-1: "Transmission and Multiplexing (TM); Access networks; Spectral

management on metallic access networks; Part 1: Definitions and signal library".

[i.29] ETSI TR 102 008: "Telecommunications and Internet Protocol Harmonization Over Networks

(TIPHON) Release 3; Terms and Definitions".

[i.30] ETSI TR 102 276: "User Group; Users' Quality of Service Criteria for Internet Access in Europe".

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[i.31] ETSI TR 121 905: "Digital cellular telecommunications system (Phase 2+); Universal Mobile

Telecommunications System (UMTS); LTE; Vocabulary for 3GPP Specifications".

[i.32] ETSI TS 101 329-5: "Telecommunications and Internet Protocol Harmonization Over Networks

(TIPHON) Release 3; End-to-end Quality of Service in TIPHON systems; Part 5: Quality of

Service (QoS) measurement methodologies".

[i.33] ETSI TS 102 728: "Digital Video Broadcasting (DVB); Globally Executable MHP (GEM)

Specification 1.3 (including OTT and hybrid broadcast/broadband)".

[i.34] ETSI TS 102 844: "User Group; Quality of Telecom Services; Conformity assessment;

Requirements for bodies providing QoS assessments and surveys".

[i.35] ETSI TS 102 845: "User Group; Quality of ICT Services; Requirements for Check-up on Metering

and Billing Processes".

[i.36] ETSI TS 102 846: "User Group; Quality of ICT Services; Requirements for Bodies Providing

Conformity Assessment of Checking-up on Metering and Billing Processes".

[i.37] ETSI TS 102 852: "User Group; Quality of ICT Services; Assessment process of the QoS

parameters of the customer relationship stages".

[i.38] ETSI EN 300 462-1-1: "Transmission and Multiplexing (TM); Generic requirements for

synchronization networks; Part 1-1: Definitions and terminology for synchronization networks".

[i.39] ISO/IEC 7498-2:"Information processing systems -- Open Systems Interconnection -- Basic

Reference Model -- Part 2: Security Architecture".

[i.40] ISO/IEC 9797-1: "Information technology -- Security techniques -- Message Authentication Codes

(MACs) -- Part 1: Mechanisms using a block cipher".

[i.41] ISO/IEC 11770-3: 1999: "Information technology -- Security techniques -- Key management --

Part 3: Mechanisms using asymmetric techniques".

[i.42] ISO/IEC 13888-1: "Information technology -- Security techniques -- Non-repudiation -- Part 1:

General".

[i.43] ISO/IEC 15408: "Information technology - Security techniques - Evaluation criteria for IT

security".

[i.44] ISO/IEC 15945: "Information technology -- Security techniques -- Specification of TTP services

to support the application of digital signatures".

[i.45] ISO/IEC 17021: "Conformity assessment - Requirements for bodies providing audit and

certification of management systems".

[i.46] ISO/IEC 18028-4:2005: "Information technology -- Security techniques -- IT network security --

Part 4: Securing remote access".

[i.47] ISO/IEC 20000: "Information technology -- Service management -- Part 2: Guidance on the

application of service management systems".
3 Definitions and abbreviations
3.1 Definitions

For the purposes of the present document, the following terms and definitions apply:

(service) accessibility: ability of a component or service to perform its required function at a stated instant or over a

stated period of time, within specified tolerances and other given conditions, when requested by the user

NOTE: For readability accessibility is used alone in the current document but stands for "service accessibility"

and not "accessibility for all".
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assurance (in the supplier-customer interface): knowledge and courtesy of employees and their ability to convey

trust and confidence

audit: control carried out by a third party on the compliance of a provider organization to a code of practice or a

regulation
authentication: provision of assurance of the claimed identity of an entity
NOTE: See ISO/IEC 18028-4 [i.46].

authorization: granting of permission based on authenticated identification (see ISO/IEC 7498-2 [i.39])

availability: likelihood with which the relevant components of the service function can be accessed, at the instant of

request, as required by the specified conditions, in particular those related to open hours, geographic coverage and

resource size aspects if any
NOTE: See ETSI ETR 003 [i.16] modified.

call: any connection (fixed or temporary) capable of transferring information between two or more users of a

telecommunications system. In this context a user may be a person or a machine

call set-up time: period starting when the address information required for setting up a call is received by the network

(e.g. recognized on the calling user's access line) and finishing when the called party busy tone or ringing tone or

answer signal is received by the calling party (e.g. recognized on the calling user's access line)

NOTE 1: See ETSI ETR 138 [i.17].

NOTE 2: In some standards, Post Dialling Delay (PDD) is used instead of call set-up time. (See the definition

below (ETSI TS 101 329-5 [i.32])).

capacity: ability of an item to meet a demand of a given size under given internal conditions

NOTE: In the present set of documents, the reader should have in mind that, if SLO are expected with regard to

this criterion, these SLO are the expression of a trade off between a user and the provider i.e. a

contractual commitment. If a measurement is done in this domain, it is not a QoS assessment per se but

rather a check up of the conformance to the SLO of both the use by the customer(s) and the means made

available by the provider.

certificate: certificate issued by a certification body in accordance with the conditions of its accreditation and bearing

an accreditation symbol or statement

cessation: all activities associated with the cessation of a telecommunication service from the time it was requested by a

customer, to the time it was completed to the satisfaction of the customer

charging/billing: all relevant activities associated with the charging and billing for a telecommunication service to a

customer

Charging Data Record (CDR): formatted collection of information about a chargeable event (e.g. time of call set-up,

duration of the call, amount of data transferred, etc.) for use in billing and accounting

NOTE: For each party to be charged for parts of or all charges of a chargeable event a separate CDR should be

generated, i.e. more than one CDR may be generated for a single chargeable event, e.g. because of its

long duration, or because more than one charged party is to be charged (see ETSI TR 121 905 [i.31]).

Circuit Loudness Rating (CLR): loudness loss between two electrical interfaces in a connection or circuit, each

interface terminated by its nominal impedance which may be complex
NOTE: See ETSI TR 102 008 [i.29].
connection: connection provides for transfer of information between endpoints
NOTE: See Recommendation ITU-T I.113-504 modified [i.8].

connection set up time: time between end of dialling and start of display of the first screen of a web page

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defect: limited interruption of the ability of an item to perform a required function

NOTE 1: It may or may not lead to maintenance actions depending on the results of additional analysis.

NOTE 2: See Recommendation ITU-T I.113- 601 [i.8].

dependability (in the supplier-customer interface): the ability to provide what was promised, dependably and

accurately

digital signature: data appended to, or a cryptographic transformation of, a data unit that allows a recipient of the data

unit to prove the origin and integrity of the data unit and protect the sender and the recipient of the data unit against

forgery by third parties and sender against forgery by the recipient
NOTE: See ISO/IEC 11770-3 [i.41].

directory enquiry service: operator or machine based service intended to provide information on pho

...

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