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
Hanoi, November 14, 1997
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.
 
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.
2.2. Internet Service Providers: are organisations or enterprises who are permitted to set up the computer network to link to some Internet providers (IPS)and supply such services as: E-mail, Data transmission, Browsing the Net, and Accessing Databases, etc. under different forms for Internet users.
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:
Tf is the amount of disrupted time caused by ISPs operations
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
≥ 80 percent
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
≤ 4
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)
Cities, provinces
≤ 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
4.7.1. The rate of receiving clients' well-founded complaints must not be more than 3 percent/year
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.
- Other complaints: Checking during the day of receiving the complaint, answering the client when the problem is solved.
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.