ndardized QoS Parameters QoS parameters (or metrics, which are used interchangeably in this book) are essen- tial for efficient management of the service quality by the service providers (with the Table 7.1 Comparable performance indicators. Telecommunication activities Objective QoS indicators Subjective QoS indicators Service provision Supply time for contracted service, percentage User satisfaction grade of orders completed by the date stated in the (e.g. in range 1-5) Service reliability Number of faults, number of customers User satisfaction grade affected with interrupted service due to the (e.g. in range 1-5) faults Restoration/repair Average time period for clearing the reported User satisfaction grade faults and restoration of the interrupted service (e.g. in range 1-5) Billing Number of user complaints received per User satisfaction grade number of customers that are billed (e.g. (e.g. in range 1-5) number of complaints per 1000 customers over a period of 1 mo) Complaint Percentage of user complaints that are resolved User satisfaction grade handling in predefined number of working days (which (e.g. in range 1-5) is dependent upon the service) 7 Broadband QoS Parameters, KPIs, and Measurements Table 7.2 Examples of non-utilization QoS parameters. Example generic QoS Generic QoS parameter from the parameter type given type Description Preliminary information Parameter 2: Pricing It is characterized by clarity, conciseness and on ICT services transparency of an ICT unambiguity in every tariff structure for all service usage conditions for every service provided by the service provider. It is measured as user opinion rating. Contractual matters Parameter 5: Integrity of True and fair view of pertinent information on between ICT service contract information supply, maintenance and cessation for a providers and customers telecommunications service provided by a service provider. Provision of services Parameter 10: Time for This refers to time period of time between the provisioning scheduled provisioning tim