A. Performance against QoS Parameters
S No	Service Area	Service Provisioning			Broadband Service Performance				Fault Repair			A. Performance against QoS Parameters / Customer Service
		Provision of a service within 7 working days of payment of demand note by the customer			Latency (ms)	Packet Drop Rate	Maximum Bandwidth utilization of any Customer serving node to ISP Gateway Node [Intra-network] or Internet Exchange Point Link(s)	Jitter	Fault incidence (No. of faults per 100 subscribers)	Fault repair by next working day	Fault repair within three working days	Billing and charging complaints	Resolution of billing / charging complaints within four weeks	Application to adjustment to customer’s account within one week from the date of resolution of billing and charging complaints or rectification of faults or rectification of significant network outage, as applicable	Accessibility of call center / customer care)	Percentage of calls answered by the operator (voice to voice) within 90 seconds	Termination / closure of service within seven working days of receipt of customer’s request	Refund of deposits within 45 days of closure of service or non-provisioning of service
		≥ 98%			≤ 50 msec	≤ 1%	≤ 80%	≤ 40 msec	≤ 5	≥ 85%	≥ 99%	≤ 0.1%	100%	100%	≥ 95%	≥ 95%	100%	100%
1	All India	99.59			33.13	0.09	76.54	22.69	4.94	88.52	99.04	0.02	100	100	95.79	96.86	100	100