CIRCULAR

Promulgating “National technical regulation on quality of Internet access service on the Land Mobile Network”

Pursuant to the Law on Technical Standard and Regulation dated June 29, 2006;

Pursuant to the Law on Telecommunication dated November 23, 2009;

Pursuant to Decree No. 127/2007/ND-CP dated August 1, 2007 of the Government promulgating in details and guiding the implementation of some articles of Pursuant to the Law on Technical Standard and Regulation;

Pursuant to Decree No. 78/ 2018/ ND-CP dated May 16, 2018 of the Government on amendment and supplementation of some articles of Decree No. 127/2007/ND-CP dated August 1, 2007 of the Government specifying in details some articles of the Law on Technical Standard and Regulation;

Pursuant to the Decree No. 17/2017/ND-CP dated February 17, 2017 of the Government defining the functions, tasks, powers and organizational structure of the Ministry of Information and Communications;

At the proposal of the Director General of the Science and Technology Department,

The Minister of Information and Communications promulgates the Circular defining the National technical regulation on quality of Internet access service on the Land Mobile Network

Article 1. This Circular is promulgated with attachment of National technical regulation on quality of internet access service on the Land Mobile Network (QCVN 81:2019/BTTTT).

Article 2. Effect

1. This Circular takes effect on March 1, 2020.

2. Circular No. 10/2014/TT-BTTTT dated August 28, 2014, of the Minister of Information and Communications, promulgating National Technical Regulation on quality of Internet access services on the Land Mobile Network IMT-2000 ceases to be effective from March 1, 2020.

Article 3. Chief of the Office, Director General of the Science and Technology Department, Heads of the agencies and units under the Ministry of Information and Communications, Directors of the Departments of Information and Communications of the provinces and centrally-run cities under the central government and relevant organizations, individuals shall implement this Circular.

QCVN 81:2019/BTTTT

National technical regulation on quality of Internet access service on the Land Mobile NetWork

Introduction

QCVN 81:2019/BTTTT replaces QCVN 81:2014/BTTTT.

QCVN 81:2019/BTTTT compiled by Department of Telecommunication, verified and submitted for approval by Department of Science and Technology, promulgated by Ministry of Information and Communications which is attached to Circular No./2019/TT- BTTTT dated               , 2019.

National technical regulation

On quality of Internet access service on the Land Mobile Network

1.  GENERAL

1.1.  Scope of regulation

This regulation prescribes the limit of quality targets for Internet access service on the Land Mobile Network, including:

• Internet access service on the Land Mobile Network using WCDMA technology;
• Internet access service on the Land Mobile Network using LTE, LTE-A technology and further versions.

1.2.  Subjects of application

This regulation is applied to State management agencies and telecommunication enterprises providing Internet access service on the Land Mobile Network (hereinafter referred to as service supply enterprises “SSE”) to perform quality management of this service in accordance with regulations of the State and Ministry of Information and Communications.

This regulation is also a basis for service users to supervise the quality of Internet access service on the Land Mobile Network of enterprises.

1.3.  Normative references

ITU-R M. 1457-10 (02/2017) “Detailed specifications of the terrestrial radio interfaces of International Mobile Telecommunications-2000 (IMT-2000)”.

ITU-R M.2012-3 (01/2018) “Detailed specifications of the terrestrial radio interfaces of International Mobile Telecommunications-Advanced (IMT-Advanced)”.

1.4.  Interpretation of terms

1.4.1.   Internet access service

The service providing Internet users the capability to access Internet.

1.4.2.   Internet access service on the Land Mobile Network

The service providing Internet users the capability to access Internet via Land Mobile Network.

1.4.3.   Service area

The geographical area where SSE declared about the capability to access Internet on Land Mobile Network according to the quality level specified in Section 2.1 of this Regulation. The area of service supply includes:

• Area of Internet access service supply on the Land Mobile Network using WCDMA technology;
• Area of Internet access service supply on the Land Mobile Network using LTE, LTE-A technology and further versions

1.4.4.   V_dmin

The minimum data download speed declared to be provided by SSEs to customers in the service area

1.4.5.   Service quality

The summarized results of the indicators represent the level of the user’s satisfaction with the service.

1.4.6.   Minimum receiving signal level

Minimum receiving signal level in the service area. Minimum receiving signal level of:

• Area of Internet access service supply on the Land Mobile Network using WCDMA technology: -100 dBm;
• Area of Internet access service supply on the Land Mobile Network using LTE, LTE-A technology and further versions: -121 dBm.

1.4.7.   Service access delay

The amount of time from the moment the User begins to access the service to the moment he successfully accesses.

1.4.8.   Successful Service Access

The access where the User gets indicator that he has connected to SSE’s network and is ready to exchange data via Internet.

1.4.9.   Failed Service Access

The access where the User cannot successfully access the service.

1.4.10.                 Data transmission

The process in which the User after successfully access the service begins to exchange data via Internet.

1.4.11.                 Loading downward (download)

Loading from Internet via SSE’s network to the User.

1.4.12.                 Loading upward (upload)

Loading from the User to Internet via SSE’s network

1.4.13.                 V_d

The average downloading speed declared to be provided by SSEs to customers in the service area.

1.4.14.                 V_u

The average uploading speed declared to be provided by SSEs to customers in the service area.

1.4.15.                 Lost transmission of data

The data transmission that is lost due to internet problems.

1.4.16.                 Method of determination

Method of determination are methods of assessing service quality with the minimum sampling level as specified for state management agencies and service providing enterprises to apply in service quality testing.

For each quality target, one or more different methods of determination are specified. In case the service quality target is determined by various methods specified in this regulation, the quality target is assessed to be appropriate when the results by each method are consistent with the specified targets.

1.5.  Abbreviations

2. TECHNICAL REGULATION

2.1.  Technical quality targets

2.1.1.   Readiness of radio network.

2.1.1.1.  Definition

Readiness of radio network is percentage (%) between the number of measurement samples with receiving signal level greater than or equal to the minimum signal level specified in item 1.4.5 and the total number of samples.

2.1.1.2.  Targets

Readiness of radio network > 95 %.

2.1.1.3.  Method of determination

Simulation Method: the minimum number of measurement samples is 100,000, measured in the mobile open air at different times during the day in the service are.

2.1.2.   Percentage of failed service access

2.1.2.1.  Definition

Service failure access percentage is the ratio (%) between the number of service access failures and the total number of service access times

2.1.2.2.  Targets

Percentage of failed service access ≤ 5 %.

2.1.2.3.  Method of determination

Simulation Method: Minimum number of measurement samples is 1,500 samples, distributed under measuring conditions: indoor measurements (minimum 500 samples), outdoor measurements at fixed locations (minimum 500 samples), mobile outdoor measurements (minimum 500 samples). For each testing condition, measurement is made at different times during the day, in the service area. The time interval between two consecutive testings from the same User is at least 30s. General requirements of testing are specified in Appendix A.

2.1.3.   Average delay time of service access

2.1.3.1.  Definition

The average delay time of service access is the average of different delay times of service access.

2.1.3.2.  Targets

• Average delay time of Internet access service supply on the Land Mobile Network using WCDMA technology: < 10 s.
• Average delay time of internet access service supply on the Land Mobile Network using LTE, LTE-A technology and further versions: < 5 s.

2.1.3.3.  Method of determination

Minimum number of measurement samples is 1,500 samples, distributed under measuring conditions: indoor measurements (minimum 500 samples), outdoor measurements at fixed locations (minimum 500 samples), mobile outdoor measurements (minimum 500 samples). For each testing condition, measurement is made at different times during the day, in the service area. The time interval between two consecutive testings from the same User is at least 30s. General requirements of testing are specified in Appendix A.

2.1.4.   Percentage of lost transmission of data

2.1.4.1.  Definition

The percentage of the lost transmission of data is the ratio (%) between number of times of the lost data transmission and the total number of times of data transmission.

2.1.4.2.  Targets

The percentage of the lost transmission of data is 5 %

2.1.4.3.  Method of determination

Simulation Method: Simulation of samples of uploading to and downloading data files from the server for measurement, the minimum number of samples of loading data files is 1,500 with more details in table 1. The duration of one sample from 60s to 180s. The capacity of the data file used for sampling shall large enough to ensure not to complete uploading or downloading the file during the process of each sampling. The minimum interval between two consecutive samples from the same User shall be 30s. The general requirements of measurement are specified in Appendix A.

Table 1 – Number of measurement samples

2.1.5.   Average data download speed

2.1.5.1.  Definition

Average data download speed includes: average download speed (Pd) and average upload speed (Pu):

- Average download speed (Pd) is the ratio between the total download speed of the measurement samples and the total number of samples in the downward direction.

- Average upload speed (Pu) is the ratio of the total upload speed of the measurement samples to the total number of samples in the upward direction.

In which:

- The download speed of each sample is the ratio of the total capacity of the downloaded data file and the total download time of that sample.

- The upload speed of each sample is the ratio of the total capacity of the uploaded data file and the total upload time of that measurement sample.

2.1.5.2.  Targets

Average loading speed: Pd ≥ V_d and P_u ≥V_u

Percentage (%) of samples with download speed greater than or equal to Vdmin in each are ≥ 95%

2.1.5.3.  Method of determination

Simulation Method: Simulation of samples of uploading to and downloading data files from the server for measurement, the minimum number of samples of loading data files is 1,500 with more details in table 1. The duration of one sample from 60s to 180s. The capacity of the data file used for sampling shall large enough to ensure not to complete uploading or downloading the file during the process of each sampling. The minimum interval between two consecutive samples from the same User shall be 30s. The general requirements of measurement are specified in Appendix A

2.2.  Targets of service quality

2.2.1.   Customer’s complaints about service quality

2.2.1.1.  Definition

Customer's complaints about service quality is the customer's dissatisfaction about the service quality which is reported in writing to the SSE.

2.2.1.2.  Targets

Percentage of customer’s complaints about service quality: < 0.25 complaints/100 subscribers/3 months.

2.2.1.3.  Method of determination

Statistics of all written complaints from customers about service quality in a period of 3 consecutive months

2.2.2.   Response to Customer’s complaints

2.2.2.1.  Definition

Response to Customer’s complaints is the SSE’s written document notifying the complaining customers of the receiving and solving the complaints.

2.2.2.2.  Targets

The SSE shall issue a written response to one hundred percent of the complaining customers within two working days from the date of receiving the complaint.

2.2.2.3.  Method of determination

Statistics of all written response to the complaining customers about service quality in a period of at least three (03) consecutive months.

2.2.3.   Customer support service

2.2.3.1.  Definition

Customer support service is a service of answering questions, consulting, guiding to use, receiving requests, providing relevant information to customers about Internet access services on land mobile networks.

2.2.3.2.  Targets

• Time for providing customer support service by phone is 24 hours a day.
• The rate of successful calls to customer support service, sending a connection request to the operator and receiving the operator's response within 60s: > 80%

2.2.3.3.  Method of determination

• Simulation or calling workers: performing simulation or calling workers to customer support service, the number of trial call is 250 calls in different times of the day.
• Monitoring by equipment or available network features: the minimum number of sampling calls is all calls in 7 consecutive days.

3.  MANAGEMENT REGULATION

3.1.  Internet access service on land mobile network within the scope specified in Section 1.1 must comply with the provisions of this Regulation.

3.2.  The SSE must publish the service area in the form of digital maps and speed values V_dmin, V_d, V_u. General requirements on service areas in the form of digital maps are provided in Appendix B

4.  RESPONSIBILITIES OF ORGANIZATIONS, INDIVIDUALS

4.1.  The service supply enterprise must ensure the quality of the Internet access service on land mobile networks in accordance with this Regulation, make the announcement of the service quality and be subject to the inspection of the state management agencies in accordance with the current regulations

4.2.  The service supply enterprises is responsible for building a server that meets item A.1, Appendix A to ensure the service quality inspection and monitoring in accordance with this Regulation.

4.3.  Specific responsibilities of the service supply enterprises are specified in legal documents on management of telecommunication service quality of the Ministry of Information and Communications (Circular No. 08/2013/TT-BTTTT dated March 26, 2013 and Circular No. 11/2017/TT-BTTTT dated June 23, 2017 of the Minister of Information and Communications).

5.  Organization of implementation

5.1.  Department of Telecommunications and Departments of Information and Communications are responsible for guiding and organizing the management of quality of Internet access services on land mobile networks according to this Regulation.

5.2.  This regulation is applied in lieu of National Technical Regulation QCVN 81:2014/BTTTT “National Regulation on service quality of internet access on land mobile network IMT-2000”.

5.3.  In case the provisions of this Regulation are changed, supplemented or replaced, the provisions of the new document shall be applied.

5.4.  During the implementation of this regulation, if any problems or matters arise, relevant organizations and individuals reflect in writing to the Ministry of Information and Communications (Department of Science and Technology) for guidance and resolution./.

APPENDIX A

(Regulation)

General requirements for measurement and testing

A.1. Server for measurement and testing

-   The Server for measurement and testing must be a specialized server for measurement and testing, not for commercial use.

-   Server for measurement and testing does not register domain names and is identified by IP address.

-   Server for measurement and testing is connected to the Internet via a transmission line with a bandwidth of greater than or equal to the total flow of measurement directions.

-   Setting up a transmission control protocol (TCP) of the server for measurement and testing must meet at least the following requirements:

+ The largest segment size is in the range 1 380 bytes - 1 460 bytes;

+ TCP window size Rx > 4 096 byte;

+ SACK is allowed;

+ Fast re-transmission of TCP is allowed;

+ Fast recovery of TCP is allowed;

+ ACK delay in about 200 ms is allowed.

A.2. Requirements for measurement and testing locations

-   Indoor measurement conditions: measurement and testing inside public works, such as airports, train stations, bus stops, hospitals, museums, etc.

-   Outdoor measurement conditions in fixed locations: Measurement and testing in highly-populated places such as vicinity of: train stations, bus stops, markets, hospitals, schools, parks, cultural monuments and sight-seeing...

-   Mobile outdoor measurement conditions: Measuring and testing during transporting on the road.

A.3. Sample data file

The sampling data file used for measurement and testing must be in compressed form.

APPENDIX B

(Regulation)

General requirements on Service supply area in form of digital map

• Service supply areas in form of digital map are separate layers embedded on the online maps of Google Maps, Bing Map, Esri ...
• Different service supply areas must be shown in different colors with a minimum resolution of 100 m x 100 m and clearly annotated with the respective values Vdmin, Vd and Vu of each area.
• Service supply areas in form of digital maps shall have zooming function.