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GENERAL
DEPARTMENT OF POST AND TELECOMUNICATIONS
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SOCIALIST
REPUBLIC OF VIET NAM
Independence - Freedom – Happiness
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No.
683/QD-TCBD
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Hanoi,
November 14, 1997
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DECISION
ON
THE ISSUANCE OF THE QUALITY STANDARD OF INTERNET SERVICES
THE GENERAL SECRETARY OF THE
GENERAL DEPARTMENT OF POST AND TELECOMMUNICATIONS
-Pursuant to Decree No.12/CP
of the Government dated March11, 1996 on function, duty, authorisation and
organisation of the General Department of Post and Telecommunications (DGPT);
-Pursuant to Decree No.109/1997/ND-CP of the Government dated November 12, 1997
on Post and Telecommunications;
-Pursuant to Decree No.21/CP of the Government dated March 5, 1997 on the
"Temporary regulation on management, establishment and use of Internet
services in Vietnam"
-Pursuant to Decree No.141/HDBT of the Government dated August 24, 1982 on the
issuance of the Regulation on Standardisation of Work;
-Pursuant to Decision No.679/1997/QD-TCBD of the General Secretary of the DGPT,
dated November 14, 1997 on the issuance of the Internet services rule;
-In responding to the request from the Head of the Economic - Planning
Department.
DECIDES:
Article 1: Hereby issues
the Quality Standards of Internet Services.
Article 2: This decision
takes effects after 15 days of the signing date.
Article 3: The heads of
offices, functional units and organisations under the management of the DGPT
and those operating Internet services are responsible to implement this
decision.
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THE
GENERAL SECRETARY OF THE GENERAL DEPARTMENT OF POST AND TELECOMMUNICATIONS
SIGNED
Mai Liem Truc
QUALITY STANDARD OF INTERNET SERVICES
(Issued in accompanying
Decision No. 683/1997/QD-TCBD dated November14, 1997 of the General Secretary of
the General Department of Post and Telecommunications)
1. Application
1.1 This standard is for
regulating quality criteria of Internet Services supplied in Vietnam and as
reference for assessing the quality of service.
1.2. This standard is used as
the foundation for settling relations between Internet service providers and
clients regarding the quality of service.
1.3. This standard is not for
regulating technical criteria and other specifications related to the network
supplying Internet Services.
2. Technical terms and concepts
This standard will be applied
with the following terms and concepts .
2.1. Quality of Service: is the
capability to satisfy the client's demands at the lowest cost. The quality of
service is measured by a set of specifications which the client can use to
assess the capability of the ISP.
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2.3. Opening Internet Services:
is providing the electronic address and communication method TCP/IP and other
necessary instructions as so the clients can use telephones or computers to
access the Internet.
3. General regulations
3.1. All ISPS in Vietnam must
obey the regulations issued in this standard.
3.2. When technical criteria of
the quality of service fall in comparison to specifications of this standard,
directly effecting the quality of service received by the client, the ISP must
take immediate action to investigate the problems and determine the reason for
the decline in service quality, whether from the client or the ISP. If the
fault belongs to the ISP, it must be solved to secure the pre-set quality of
service.
4. Criteria to assess service quality
4. 1 Efficient level of the net
The efficient level of the net
is the ratio of the time (D) in which the client can log on to the Internet
during the total standardised times:
D
= 1 – Tf / Tr
in which:
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Tr is the total standardised
time to calculate the efficient level (quarterly)
The efficiency level of the net
must be more than 95 per cent
4.2. Ratio of successful initial
access attempts (logging on) The ratio of successful initial access attempts is
determined by the number of successful access attempts out of the total number
of attempts in a day and is determined for different areas in Table 1 as
follows:
Table 1: Ratio of successful
initial access attempts
Area
Ratio
of Successful initial access attempts
Cities,
provinces
≥
90 percent
Towns,
districts
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Villages,
communes
≥
70 percent
4.3. Capacity to maintain
initial access attempts Ratio of disrupted cases is determined by the ratio of
disrupted access attempts, responsible by ISPs, over the total attempts. The
ratio must be less than 5 per cent (monthly).
4.4. Time to open the service
Time to open the service is
calculated from the time a request of a client is received to the moment the
request is met. The time for different areas is stipulated in Table 2
Table 2: Time to open the
services
Area
Opening
time (working days)
Cities,
provinces
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Towns,
districts
≤
6
Villages,
communes
≤
7
4.5. Time to restore service
Time to restore service is
calculated from the moment a report informing the break-down is received to the
moment the service is restored, and is stipulated in Table 3 for different
areas.
Table 3: Requirements for
restoring service
Area
Time
for restoring the service (hour)
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≤
24
Towns,
districts
≤
48
Villages,
communes
≤
72
Number of break-down cases
responsible to ISPs which need additional repair time over the time stipulated
in Table 3 must be less than 10 percent of the total disrupted cases (monthly).
4.6. Requirements for charging
fees
The fees charged must be
correct, at the right address, and have the clear receipt. ISPs must insure the
following standard: The number of well-founded complaints raised by the client
must be not more than 1 percent of the total number of the clients in a year.
4.7. Rate of receiving
complaints from the clients
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4.7.2. The rate of clients'
complaints is calculated according to a defined cycle, a minimum of one-year,
covering the following points:
- Name and address of clients
raising complaints
- Time of receiving complaints
- Number of complaints (during
one, two, five years)
- Content of complaints
4.8. Stipulation on receiving
and solving clients' complaints
Time to answer complaints:
- Complaints on the quality of
the service: Checking during the day of receiving the complaint, answering the
client when the problem is solved.
- Complaints on incorrectly
charged fees: Checking during the day of receiving the complaint, answering the
client when the problem is solved.
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4.9. Report on the quality of
the service
ISPs must submit quarterly
reports to the Department General of Post and Telecommunications on the quality
of services as required by Appendix A1.