SIST-V ETSI/EG 202 009-1 V1.3.1:2016

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

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

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

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

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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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

[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

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

[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".

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

[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

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

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

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

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

[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

[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

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

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

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

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

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

[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

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

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

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

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

[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

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

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

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

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

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

[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

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

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

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

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

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

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

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

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

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"

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

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

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

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

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

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

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

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

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

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

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

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.

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

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

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