Circular No. 08/2019/TT-BTTTT Issuing "National Technical Regulations on Quality of Broadband Fixed Landline Internet Access Services"

 

 

CIRCULAR

ISSUING "NATIONAL TECHNICAL REGULATION ON QUALITY OF FIXED LAND BROADBAND INTERNET ACCESS SERVICE"

Pursuant to the Law on Standards and Technical Regulations dated June 29, 2006;

Pursuant to the Law on Telecommunications dated November 23,June 2024;ng 11 year 2009;

Pursuant to the Law on Radio Frequency dated November 23,policies2009;

Decree No. 127/2007/NĐ-CPdated August 1, 2007 of the Government detailing and guiding the implementation of certain provisions of the Law on Standards and Technical Regulations;No. Pursuant to Resolution 78/2018/NĐ-CP dated May 16, 2018 of the Government amending and supplementing certain articles of Decree No. 127/2007/NĐ-CP

Pursuant to DecreeNo. dated August 1,"b) In addition to the lists of public services issued according to the provisions of Clause 2, Article 4 of this Decree, specialized agencies under provincial People's Committees shall report to the provincial People's Committee for decision-making on amending, supplementing, or issuing the list of public services funded by the state budget within their jurisdiction and consistent with the local budget capacity within the approved budget by the Provincial People's Assembly, and send it to the Ministry of Finance and relevant ministries and sectors for supervision during implementation."2007 of the Government detailing and guiding the implementation of certain provisions of the Law on Standards and Technical Regulations; Pursuant to Decision 17/2017/NĐ-CP dated February 17, 2017 of the Government stipulating the functions, tasks, powers, and organizational structure of the Ministry of Information and Communications;June 2024;The Minister of Information and Communications issues this Circular stipulating the National Technical Regulation on Quality of Fixed Land Broadband Internet Access Service."b) In addition to the lists of public services issued according to the provisions of Clause 2, Article 4 of this Decree, specialized agencies under provincial People's Committees shall report to the provincial People's Committee for decision-making on amending, supplementing, or issuing the list of public services funded by the state budget within their jurisdiction and consistent with the local budget capacity within the approved budget by the Provincial People's Assembly, and send it to the Ministry of Finance and relevant ministries and sectors for supervision during implementation." July 25, 2017 Government Decree on the functions, tasks, powers, and organizational structure of the Ministry of Planning and Investment;i This Circular is promulgated with the National Technical Regulation on Quality of Fixed Land Broadband Internet Access Service (QCVN 34:2019/BTTTT).i Pursuant to Decree No. 11/2020/NĐ-CP dated October 15, 2020 of the Government detailing implementation of certain provisions and measures for organizing the implementation of the Law on Petitions;No. 1. This Circular takes effect from March 1, 2020.

Pursuant to DecreeNo. 2. Circular No. 12/2014/TT-BTTTT dated October 2, 2014 of the Minister of Information and Communications promulgating the National Technical Regulation on Quality of Fixed Land Broadband Internet Access Service ceases to be effective from March 1, 2020.The Director of the Office, Heads of Departments under the Ministry of Information and Communications, Heads of agencies and units under the Ministry of Information and Communications, Directors of Provincial Departments of Information and Communications, and organizations and individuals related to this matter shall be responsible for implementing this Circular./.on- Ministry of Information and Communications: Ministers and Deputy Ministers, Agencies and Units under the Ministry, Official Website of the Ministry;

Pursuant to the proposal of the Director of the Science and Technology Department,

NATIONAL TECHNICAL REGULATION ON QUALITY OF FIXED LAND BROADBAND INTERNET ACCESS SERVICENo. 1.4. Abbreviations

Article 1. 2.1. Technical Quality Indicators

Article 2. Effective Date

2.1.1. Average Latency

2.1.2. Average Download Speed

Article 3. 2.1.3. Average Bandwidth Utilization Rate

 

QCVN 34:2019/BTTTT

2.2.3. Time to Restore Disconnection

Appendix A (Provisions) General Requirements for Measurement

 

Table of Contents

Chapter 1. GENERAL PROVISIONS

1.1. Scope of Application

1.2. Applicability

1.3. Definitions

QCVN 34:2019/BTTTT replaces QCVN 34:2014/BTTTT.

Chapter 2. TECHNICAL PROVISIONS

QCVN 34:2019/BTTTT was compiled by the Telecommunications Department, reviewed and submitted for approval by the Science and Technology Department, and issued together with Circular No. /2019/TT-BTTTT dated... month... year 2019.

This standard specifies the limit levels of quality indicators for broadband Internet access services, which belong to the group of fixed terrestrial telecommunications services (hereinafter referred to as fixed terrestrial broadband Internet access services), including:

- Fixed terrestrial broadband Internet access service using FTTH/xPON technology (referred to as broadband Internet access via optical fiber service);

- Fixed terrestrial broadband Internet access service using cable modem technology (referred to as broadband Internet access via cable TV service).

This standard applies to state management agencies and telecommunications enterprises providing fixed terrestrial broadband Internet access services (hereinafter referred to as DNCCDV) to implement the management of the quality of fixed terrestrial broadband Internet access services according to the regulations of the State and the Ministry of Information and Communications.

2.2.1. Service Availability

Service setup time (E) is the period from when the DNCCDV signs a service provision contract for IPTV on the fixed terrestrial telecommunications network with the customer until the customer can use the service. If the DNCCDV cannot sign a service provision contract, within 3 days from the date of receiving the service provision request from the customer, the DNCCDV must notify the customer in writing about the refusal to sign the service contract and clearly state the reasons for the refusal.

This standard also serves as a basis for users to monitor the quality of fixed terrestrial broadband Internet access services provided by enterprises.

Customer complaints about service quality are expressions of dissatisfaction by customers regarding the service quality reported to the DNCCDV in writing or through the complaint reception portal of the DNCCDV.

2.2.5.1. Definition

2.2.6.1. Definition

3. MANAGEMENT PROVISIONS

4. RESPONSIBILITIES OF ORGANIZATIONS AND INDIVIDUALS

Chapter 5. ORGANIZATION OF IMPLEMENTATION

1.3.1. Customer (service user)

Bibliography

 

Foreword

Individuals and organizations in Vietnam or abroad using fixed terrestrial broadband Internet access services in Vietnam.

1.3.2. Service Quality

 

2.2.3. Time to Restore Disconnection

Appendix A (Provisions) General Requirements for Measurement

 

Chapter 1. GENERAL PROVISIONS

1.1. Scope of Application

1.3.3. Internet Access Service

1.3.4. Fixed Terrestrial Broadband Internet Access Service

An Internet access service provided through a fixed terrestrial broadband network based on different technologies with download speeds of 256 Kbit/s or higher.

1.2. Applicability

1.3.5. Broadband Internet Access via Optical Fiber Service

A fixed terrestrial broadband Internet access service based on FTTH/xPON technology, allowing high-speed information access over optical leased lines, with equal downstream and upstream bandwidth allocation.

1.3. Definitions

Average latency is the arithmetic mean of the latency intervals.

2.1.1.2.

Network average latency: ≤ 50 ms.

The overall result of quality indicators reflecting the satisfaction level of service users with the service.

Simulation method. Use the Ping command to the measurement server. The minimum number of samples is 1000 samples. The packet size is 32 bytes. General requirements for measurement are specified in Appendix A.

A service that provides Internet users with the ability to access the Internet.

Average download speed includes: average download speed (P

) and average upload speed (P

- Average download speed (P

) is the ratio of total download speed to the total number of download samples.

Chapter 2. TECHNICAL PROVISIONS

QCVN 34:2019/BTTTT was compiled by the Telecommunications Department, reviewed and submitted for approval by the Science and Technology Department, and issued together with Circular No. /2019/TT-BTTTT dated... month... year 2019.

This standard specifies the limit levels of quality indicators for broadband Internet access services, which belong to the group of fixed terrestrial telecommunications services (hereinafter referred to as fixed terrestrial broadband Internet access services), including:

2.1.1.1. Definition

- Average upload speed (P

) is the ratio of total upload speed to the total number of upload samples.无效 Technical requirements

- The download speed of each sample is the ratio of total file data download volume to the total download time of that sample.

2.1.1.3. Determination Method

- The upload speed of each sample is the ratio of total file data upload volume to the total upload time of that sample.

- Fixed terrestrial broadband Internet access service using FTTH/xPON technology (referred to as broadband Internet access via optical fiber service);

2.1.2.1. Definition

• P_{For coal-fired thermal power plants where the enterprise holds 100% of the registered capital and uses 100% of its own capital to invest in the project approved by the competent authority, E is determined as 100%;}≥ 0.8 V_u):

Simulation method. The minimum number of samples is 1000 file transfer samples at different times of the day for each type of upload and download to the measurement server. The file data size (MB) used for the minimum test sample is twice the maximum speed value (Mbrt/s) of the tested service package. The minimum interval between two consecutive samples starting from one end is 30 seconds. This determination method applies to each service package of DNCCDV. General requirements for measurement are specified in Appendix A of this standard._{For coal-fired thermal power plants where the enterprise holds 100% of the registered capital and uses 100% of its own capital to invest in the project approved by the competent authority, E is determined as 100%;}Average bandwidth utilization rate is the percentage ratio between the average amount of data transmitted through the link in a unit of time and the maximum speed of the link (in Mbit/s). The average bandwidth utilization rate is determined for each connection direction. The average bandwidth utilization rate of a connection direction is determined based on the total volume of all links in the same connection direction.

- The average upload speed (P_u) is the ratio between the total upload speed and the total sample size of uploads measured.

Where:

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

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

2.1.2.2. Indicator

• P_{For coal-fired thermal power plants where the enterprise holds 100% of the registered capital and uses 100% of its own capital to invest in the project approved by the competent authority, E is determined as 100%;} ≥ 0,8 V_{For coal-fired thermal power plants where the enterprise holds 100% of the registered capital and uses 100% of its own capital to invest in the project approved by the competent authority, E is determined as 100%;}.

• P_u ≥ 0,8 V_u.

2.1.2.3. Determination Method

Simulation method. The minimum number of samples is 1,000 file data load measurements at different times of the day for each type of server upload and download service. The file data capacity (MB) used to conduct the minimum sample measurement must be twice the maximum upload speed (Mbrt/s) of the service package being tested. The interval between two consecutive samples originating from one endpoint must be a minimum of 30 seconds. This determination method applies to each service package of the ISP. General requirements for testing are specified in Appendix A of this standard.

- Fixed terrestrial broadband Internet access service using cable modem technology (referred to as broadband Internet access via cable TV service).

2.1.3.1. Definition

The average bandwidth utilization rate is the percentage ratio between the average amount of data transmitted through the network in a unit of time and the maximum speed of the network (expressed in Mbit/s). The average bandwidth utilization rate is determined for each connection direction. The average bandwidth utilization rate of a connection direction is based on the total capacity of all connections in the same direction.

The connection direction is the direction of connecting to the international Internet from the Fixed Broadband Internet Service Provider (ISP) to the international Internet, to the Internet Exchange (IX), to the national Internet exchange (VNIX), to other ISPs, including both incoming and outgoing directions.

2.1.3.2. Target

The average bandwidth utilization rate for the connection direction from the ISP to the international Internet: ≤ 90%.

The average bandwidth utilization rate for other connection directions: ≤ 80%.

2.1.3.3. Method of Determination

Monitoring method. Monitor all traffic on all connection directions from 00:00 to 24:00 daily over a minimum period of three consecutive months.

This standard applies to state management agencies and telecommunications enterprises providing fixed terrestrial broadband Internet access services (hereinafter referred to as DNCCDV) to implement the management of the quality of fixed terrestrial broadband Internet access services according to the regulations of the State and the Ministry of Information and Communications.

2.2.1. Service Availability

2.2.1.1. Definition

Service availability (D) is the ratio of time during which the ISP is ready to provide services to customers:

Where:

T_F: Time for determining service availability.

T_ƒ Ri

N |||: Total number of incidents occurring during the time for determining service availability.

R_i: Total number of fixed broadband Internet subscribers at the time of the nth incident. i

F_i: Number of affected Internet subscribers in the nth incident. i

organize credit institutions, foreign bank branches are responsible for organizing the implementation of this Circular._iDuration of the nth incident; i

2.2.1.2. Index

2.2.1.3.  Determination method

2.2.1.3. Determination method

Statistical method. Statistically record all incidents during the time for determining service availability. The minimum time for determining service availability is three consecutive months.

Service setup time (E) is the period from when the DNCCDV signs a service provision contract for IPTV on the fixed terrestrial telecommunications network with the customer until the customer can use the service. If the DNCCDV cannot sign a service provision contract, within 3 days from the date of receiving the service provision request from the customer, the DNCCDV must notify the customer in writing about the refusal to sign the service contract and clearly state the reasons for the refusal.

2.2.2.1. Definition

Service setup time (E) is the period calculated from the moment the ISP signs a contract with the customer for providing fixed broadband terrestrial Internet access services and agrees with the customer on installation and service setup times until the customer can use the service.

If the ISP cannot sign a service provision contract, within three days from the date of receiving the service provision request from the customer, the ISP must notify the customer in writing about the refusal to enter into the service contract and clearly state the reasons for the refusal.

2.2.2.2. Index

In case there is already a leased line available: ≥ 90% of service provision contracts have E ≤ 4 days.

In case there is no existing leased line:

- Urban areas, towns: ≥ 90% of service provision contracts have E ≤ 7 days.

- Towns, villages: ≥ 90% of service provision contracts have E ≤ 9 days.

2.2.2.3. Determination method

Statistical method. Statistically record all requests for setting up fixed broadband terrestrial Internet access services from the ISP over a minimum period of three consecutive months.

2.2.3. Time to restore interrupted connectionsNo.i

2.2.3.1. Definition

Restoration time (R) is calculated from the moment the ISP receives notification of an Internet disconnection from the customer or from the company's system until the connection is restored.

2.2.3.2. Index

- Urban areas, towns: ≥ 95% of disconnections have R ≤ 36 hours.

- Towns, villages: ≥ 95% of disconnections have R ≤ 72 hours.

2.2.3.3. Determination method

Statistical method. Fully record restoration times for all disconnections over a minimum period of three consecutive months.

Customer complaints about service quality are expressions of dissatisfaction by customers regarding the service quality reported to the DNCCDV in writing or through the complaint reception portal of the DNCCDV.

2.2.4.1. Definition

Customer complaints about service quality are customers' dissatisfaction with the service quality reported in writing to the service provider.

2.2.4.2. Index

Customer complaints about service quality (K): ≤ 0.25 complaints/100 subscribers/3 months.

2.2.4.3. Determination method

Statistical method. Statistically record all customer complaints about service quality over a period of three consecutive months.

2.2.5.1. Definition

2.2.5.1. Definition

Customer complaint response is a document issued by the ISP informing the complaining customer about the receipt and consideration of their complaint.

- The DNCCDV must respond in writing to 100 % of complaining customers within 48 hours from the time of receiving the complaint in writing.

The ISP must issue a response document to 100% of complaining customers within two working days from the date of receiving the complaint.

Statistical method. Statistically analyze all written responses to customer complaints about service quality over a minimum continuous period of 3 months.

2.2.6. Customer assistance service

2.2.6. Customer assistance service BASED Customer assistance service is a service that provides answers to inquiries, advice, usage guidance, accepts requests, and provides information to customers regarding fixed broadband terrestrial Internet access services.

Customer assistance service is a service that provides answers to inquiries, advice, guidance on using the service, accepts requests, and provides information to customers about IPTV services on the fixed terrestrial telecommunications network.

6.2. Indicators

2.2.- Customer assistance service provided by staff through telephone is available 24 hours a day.

- The success rate (%) of calls to the customer assistance service, where calls are successfully connected, sent to the operator, and receive a response signal within 60 seconds ≥ 80%.

- Method of simulation or calling staff. Conduct simulations or call staff to the customer assistance service, with a minimum of 250 test calls made at different times of the day.

- Simulation or calling method. Conduct simulations or calls to the customer assistance service. The minimum number of test calls is 250 calls at different times of the day.

- Monitoring method. Monitor all calls to the customer assistance service using equipment or built-in network features. The minimum sample size is all calls over seven consecutive days.

3.1. Fixed broadband terrestrial Internet access services covered under Section 1.1 must comply with the provisions of this Standard.

3. MANAGEMENT PROVISIONS

3.2. Service providers must clearly specify the values V

, V_{For coal-fired thermal power plants where the enterprise holds 100% of the registered capital and uses 100% of its own capital to invest in the project approved by the competent authority, E is determined as 100%;}for each specific service package in the service provision contract between the ISP and the customer._u 4.1. ISPs must ensure the quality of fixed broadband terrestrial Internet access services in accordance with this Standard, implement public announcements of telecommunications service quality, and be subject to inspection by government authorities according to current regulations.

4. RESPONSIBILITIES OF ORGANIZATIONS AND INDIVIDUALS

4.2. ISPs are responsible for building servers in compliance with Appendix A to ensure the monitoring and supervision of service quality in accordance with this Standard.

4.3. Specific responsibilities of ISPs are stipulated in legal regulatory documents on the management of telecommunications service quality issued by 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 the Ministry of Information and Communications).

5.1. The Telecommunications Administration and Provincial Departments of Information and Communications are responsible for guiding and organizing the implementation of the management of fixed broadband terrestrial Internet access service quality in accordance with this Standard.

Chapter 5. ORGANIZATION OF IMPLEMENTATION

5.2. This Standard replaces the National Technical Regulation QCVN 34:2014/BTTTT "National Technical Regulations on the Quality of Fixed Broadband Terrestrial Internet Access Services."

5.3. In cases where the provisions of this Standard are changed, supplemented, or replaced, they shall be implemented according to the new regulations.

5.4. During the implementation of this Standard, if any issues arise or difficulties occur, relevant organizations and individuals should report them in writing to the Ministry of Information and Communications (Science and Technology Department) for guidance and resolution./.

APPENDIX A

 

A.1. Measurement Server

Product Name, Goods According to QCVN

General testing requirements

- The measurement server must be a dedicated server for measurement purposes and not used for commercial purposes.

- The measurement server is identified by its IP address (not by domain name).

- The testing server is identified by its IP address (not by domain name address).

- The server used for measurement and inspection work must be connected to the Internet via a transmission channel with bandwidth greater than or equal to the total traffic of all measurement directions.

- The Transmission Control Protocol (TCP) control protocol settings of the server used for measurement and inspection work must meet at least the following requirements:

+ Maximum segment size within the range of 1 380 bytes - 1 460 bytes;

+ TCP window size Rx > 4 096 bytes;

+ Allow Selective Acknowledgment (SACK);

+ Allow Fast Retransmit TCP;

+ Allow Fast Recovery TCP;

+ Allow ACK delay within 200 ms.

A.2. Sample data file

The data file (MB) used to perform sample measurements must be in compressed format.

 

LIST OF REFERENCES

[1] QCVN34:2014/BTTTT, National Technical Regulation on the Quality of Broadband Fixed Internet Access Services.

[2] ITU-T Recommendation G.1000 (2001), Communications Quality of Service: A Framework and Definitions.

[3] ITU-T Recommendation G.1010 (2001), End-User Multimedia QoS Categories.

[4] ETSI EG 202 057-4 V1.2.1 (2008), Speech Processing, Transmission and Quality Aspects (STQ); User-related QoS Parameter Definitions and Measurements; Part 4: Internet Access.

[5] ITU-T Y.1545.1 (2017) "Framework for Monitoring the Quality of Service of IP Network Services".

[6] ITU-T Q.3960 (2016) "Framework of Internet Related Performance Measurements".