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
|Publication Date:||1 March 2013|
The QoS parameters of the Customer Relationship Stages other than Utilization are listed in EG 202 009-2 [i.2]. These stages comprise Preliminary information, Establishment of the contract, Service provisioning, Service alteration, Technical upgrade, Service support, Complaint management, Repair, Charging/Billing, Network/service management and Cessation as detailed in EG 202 009-1 [i.1].
The present document provides detailed definitions and methods for the assessment of the values of the QoS parameters of the service Customer Relationship stages. A major purpose of the present document is to ensure that the results of these QoS measurements are fully reproducible and statistically valid. Then it could be used to assess the delivered QoS performance of Service Providers (SP). The Guide does not cover the QoS of the telecommunication services themselves (already defined by other ETSI documents, e.g. EG/ES 202 057 series [i.3], [i.4], [i.5],[i.6] and EG/ES 202 765 series [i.7], [i.8]). The results could be used to compare the providers' performances over time or for benchmark.
Some parameters listed in the present document refer explicitly to ES 202 057-1 [i.3] where such parameters are defined.
The intention of the present document is to define the QoS parameters and the methodology of testing and not recommend any requirement (i.e. targets values) for the different parameters defined in the present document.