Professional Documents
Culture Documents
Page 2 of 19
* if applicable
** as applicable; see Annex D
*** if applicable; see Annex D
3. Service providers shall be required to specify the following quality of
service and subscription information for each and all of their best
efforts service offerings in their flyers, brochures, infomercials,
contracts, service agreements, and service level agreements:
a.
b.
c.
d.
e.
f.
Page 3 of 19
Best efforts services are not exempt from rules on refund and
rebate as provided for in this Memorandum Circular.
3. Quality of service standards for Fair Use Policies, data caps, Subscriber
Outage Periods, and Subscriber Throttling Periods:
a. A service provider may publish a Fair Use Policy (FUP) for a
service offering at its own discretion, provided that:
i. The service provider must enumerate all circumstances
and the requisite proof of the circumstances that will lead
to the enforcement of Fair Use Policy;
ii. The publication and widespread public information
dissemination of the Fair Use Policy shall be mandatory if
the service offering shall include the implementation of a
data cap, a Subscriber Outage Period (SOP), a Subscriber
Throttling Period (STP), and/or any non-automated means
of refund and rebate; and,
iii. The service provider shall not reserve to himself the right
to change the terms and conditions of the FUP. The
service provider shall not change the terms and
conditions of the FUP without first securing the explicit
permission of the Commission, after adequate public
information dissemination.
Page 5 of 19
Page 6 of 19
Page 7 of 19
the
results
of
the
3. A service provider may, at its own discretion, use the official tool for its
own purposes of performance measurement and monitoring, and may
use the results published by the Commission for purposes of
addressing substandard services provided by another service provider.
A subscriber may, at his own discretion, use the official tool for its own
purposes of performance measurement and monitoring, for purposes
of personal interest.
4. A service provider may be held accountable for the substandard
service quality of another service provider, provided that:
a. It shall be proven that substandard service quality of and/ or
subscriber complaints about another service provider was the
result of and/ or had been contributed by the acts or omissions
of the service provider; and,
b. It shall be proven that the service provider did not provide any
remediation actions and reliefs, after sufficient notice from the
Commission and/or the other service provider.
5. The resolution of disputes between service providers shall follow the
process specified in Annex G.
Page 8 of 19
GAMALIEL A. CORDOBA
Commissioner
DELILAH F. DELES
Deputy Commissioner
Page 9 of 19
Page 10 of 19
Page 11 of 19
Page 13 of 19
Rating
Excellent
Very good
Good
Fair
Poor
Service providers are not prohibited from using official CQI results
published by the Commission as part of advertising or information
campaigns.
2. DDRA: the average downstream data rate during the measurement
period.
DDRA
Greater than 95% of DDRU
> 85% - 95% of DDRU
> 75% - 85% of DDRU
> 65% - 75% of DDRU
Less than 65% of DDRU
Rating
Excellent
Very good
Good
Fair
Poor
DDRA Index
5
4
3
2
1
Rating
Excellent
Very good
Good
Fair
Poor
UDRA Index
5
4
3
2
1
Page 14 of 19
4. Latency (round trip time or RTT): the length of time it takes for a
signal to be sent plus the length of time it takes for an
acknowledgment of that signal to be received. This time delay
therefore consists of the propagation times between the two points of a
signal.
Latency (Point A and Point B
results)
Less than 5 milliseconds
> 5 ms 15 ms
> 15 ms 25 ms
> 25 ms 35 ms
Greater than 35 milliseconds
Rating
RTT Index
Excellent
Very good
Good
Fair
Poor
5
4
3
2
1
Latency (international)
Less than 50 milliseconds
> 50 ms 75 ms
> 75 ms 100 ms
> 100 ms 125 ms
Greater than 125 milliseconds
Rating
Excellent
Very good
Good
Fair
Poor
RTT Index
5
4
3
2
1
Rating
Less than 1%
> 1% 2%
> 2% - 3%
> 3% - 4%
Greater than 4%
Excellent
Very good
Good
Fair
Poor
Packet Loss
Index
5
4
3
2
1
Rating
Excellent
Very good
Good
Fair
Poor
PDV Index
5
4
3
2
1
Page 15 of 19
Rating
Excellent
VFM Index
5
Very good
Good
Fair
Poor
Page 16 of 19
Page 17 of 19
PhP 100/month for 48 kbps minimum downstream data rate, 12 kbps minimum
upstream data rate [best efforts service]**
[IN SELECTED AREAS ONLY]***
THIS IS A BEST EFFORTS SERVICE. NO OTHER APPROVED QUALITY OF SERVICE
CLAIMS.
4. Maximum best efforts method
PhP 100/month for up to 5 Mbps maximum downstream data rate, up to 1
Mbps maximum upstream data rate [best efforts service]**
[IN SELECTED AREAS ONLY]***
THIS IS A BEST EFFORTS SERVICE. NO OTHER APPROVED QUALITY OF SERVICE
CLAIMS.
* If applicable
** As appropriate
*** The locations where quality of service standards apply must be clearly and
individually enumerated; see Annex D
Page 18 of 19
The other service provider cannot prove that any action to resolve issue was i
The the
service
provider
able to
Apply Rule
Apply
G1Rule
on behalf
G1 against
of thethe
subscriber
erring service
againstprovider,
the erring
only
service
in so provider.
far as the elements within
Dismiss
the
erring
complaint.
serviceisprovide
Page 19 of 19