scope:

This Recommendation deals with the quality of service (QoS) parameters that could be of primary interest and concern to the customers and users of the information and communications technology (ICT) services who wish to compare the performances of service providers (SPs) of ICT services during the non-utilization stages of such services and secondarily to regulators and service providers.

Recommendations that cover service-specific performances usually apply to services when they are in actual use. However, the services surrounding ICT services offered by service providers that are outside the actual usage of services are of interest and concern to the users. The quality and content of information on a service and its features, the contractual conditions offered by the service provider, provisioning facilities, documentation, and service support after the contract with customers are examples of non-utilization stages of ICT services that could be of concern to the users. Similarly, users are also concerned about the indicators of the service's performance. This Recommendation identifies non-utilization stages and lists several QoS parameters from which a selection may be made for the customer to assess the performance of the provider.