e and the actual provisioning time. Service alteration Parameter 17: Time for This is time elapsed from the instant alteration alteration of service notification is received by the user to the instant the alteration is completed. Technical upgrade of Parameter 30: Outage time Time duration when the service in part or in ICT services due to technical upgrade full is unavailable to the customer for use due to the technical upgrade process. Documentation of Parameter 38: Integrity Correctness, completeness, and user services (correctness and friendliness of pertinent information associated completeness) of with the use of all features of a service and its documentation maintenance. It is measured as user opinion rating. Technical support Parameter 44: Number of Number of attempts before the technical provided by service attempts before successful request was successfully resolved. provider solutions Commercial support Parameter 48: Accessibility Ratio of the number of successful access provided by service of the commercial support attempts to the commercial support to the total provider number of attempts to reach this support. Complaint Parameter 58: Customer The service provider's exhibition of the management perception of the complaint combination of assurance, empathy and management responsiveness in dealing with complaints from reporting to satisfactory resolution. It is measured as user opinion rating. Repair services Parameter 62: Successful Ratio of the number of repairs successfully repairs carried out within a carried out to the total number of repair specified period of time requests accepted by the service provider within a specified period. Charging and billing Parameter 71: Accessibility Ratio of the number of successful attempts to of the account management the total number of attempts to reach the account management. Network/Service Parameter 78: Outage The total time a network/service management management by duration facility was not accessible to the customer customer during a specified reporting 