qcvn 34.doc
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TCN
QCVN 34:2011/BTTTT
QCVN 34:2011/BTTTT
CNG HO X HI CH NGHA VIT NAMQCVN 34:2011/BTTTTQUY CHUN K THUT QUC GIA
V CHT LNG DCH V TRUY NHP INTERNET ADSL
National technical regulation on quality of ADSL Internet Access Service
H NI - 2011Mc lc51.QUY NH CHUNG
51.1.Phm vi iu chnh
51.2.i tng p dng
1.3. Gii thch t ng .............................................................................................5
62.QUY NH V CH TIU CHT LNG DCH V
62.1. Cc ch tiu cht lng k thut
62.1.1. Tc ti d liu trung bnh
72.1.2. Lu lng s dng trung bnh
72.1.3. T l dung lng truy nhp b ghi cc sai
72.2. Cc ch tiu cht lng phc v
72.2.1. kh dng ca dch v
82.2.2. Thi gian thit lp dch v
82.2.3. Thi gian khc phc mt kt ni
92.2.4. Khiu ni ca khch hng v cht lng dch v
92.2.5. Hi m khiu ni ca khch hng
92.2.6. Dch v h tr khch hng
3. QUY NH V QUN L .................................................................................10
4. TRCH NHIM CA T CHC, C NHN ...................................................10
5. T CHC THC HIN ....................................................................................10
11Ph lc A (Quy nh) Danh sch cc website s dng thc hin cc mu o cht lng dch v truy cp internet ADSL
Li ni u
QCVN 34:2011/BTTTT c xy dng trn c s sot xt, chuyn i Tiu chun ngnh TCN 68-227 : 2006 "Dch v truy nhp Internet ADSL - Tiu chun cht lng" ban hnh theo Quyt nh s 55/2006/Q-BBCVT ngy 25 thng 12 nm 2006 ca B trng B Bu chnh, Vin thng (nay l B Thng tin v Truyn thng).
Cc quy nh v ch tiu cht lng dch v ca QCVN 34: 2011/BTTTT ph hp vi cc Khuyn ngh ca Lin minh Vin thng Th gii (ITU).QCVN 34:2011/BTTTT do Cc Qun l cht lng Cng ngh thng tin v Truyn thng bin son, V Khoa hc v Cng ngh trnh duyt v c ban hnh km theo Thng t s 11/2011/TT-BTTTT ngy 26 thng 5 nm 2011 ca B trng B Thng tin v Truyn thng.
QUY CHUN QUC GIA V CHT LNG DCH V TRUY NHP INTERNET ADSLNational technical regulation on quality of ADSL Internet Access Service 1. QUY NH CHUNG1.1. Phm vi iu chnh
Quy chun ny quy nh mc gii hn cc ch tiu cht lng i vi dch v truy nhp Internet s dng cng ngh ADSL, sau y gi tt l dch v truy nhp Internet ADSL.1.2. i tng p dng
Quy chun ny p dng i vi C quan qun l nh nc v cc doanh nghip cung cp dch v Internet thc hin qun l cht lng dch v truy nhp Internet ADSL theo cc quy nh ca Nh nc v ca B Thng tin v Truyn thng.
Quy chun ny cng l c s ngi s dng gim st cht lng dch v truy nhp Internet ADSL ca cc doanh nghip.
1.3. Gii thch t ng1.3.1. Ch vit tt
DNCCDV Doanh nghip cung cp dch v Internet
ADSL ng thu bao s khng i xng (Asymmetric Digital Subscriber Line)
IX Trm trung chuyn Internet
1.3.2. Doanh nghip cung cp dch v Internet (ISP) l doanh nghip thit lp mng v cung cp dch v truy nhp Internet ADSL theo cc quy nh ca Nh nc v ca B Thng tin v Truyn thng.
1.3.3. Khch hng (ngi s dng dch v) l c nhn, t chc Vit Nam hoc nc ngoi s dng dch v truy nhp Internet ADSL Vit Nam.1.3.4. Cht lng dch v l kt qu tng hp ca cc ch tiu th hin mc hi lng ca ngi s dng dch v i vi dch v .1.3.5. Cng ngh ADSL l cng ngh ng thu bao s khng i xng, cho php truy nhp thng tin tc cao trn ng thu bao, phn phi bng tn ti xung ln hn bng tn ti ln.1.3.6. Ti ln l ti d liu theo hng t thit b ca khch hng v pha h thng thit b ca DNCCDV.1.3.7. Ti xung l ti d liu theo hng t pha h thng thit b ca DNCCDV n thit b ca khch hng.
1.3.8. Vdmax l tc ti a ca hng xung (t pha h thng thit b ca DNCCDV n thit b ca khch hng) ca ng dy ADSL c ghi trong hp ng cung cp dch v gia doanh nghip v khch hng.
1.3.9. Vumax l tc ti a ca hng ln (t h thng thit b ca khch hng v pha thit b ca DNCCDV) ca ng dy ADSL c ghi trong hp ng cung cp dch v gia doanh nghip v khch hng.
1.3.10. S c l h hng ca mt hoc mt s phn t ca mng ca DNCCDV (ngoi tr cc h hng ng dy thu bao) lm cho vic truy nhp Internet qua ng dy ADSL khng thc hin c.
1.3.11. Phng php xc nh: Phng php xc nh l cc phng php nh gi cht lng dch v vi mc ly mu ti thiu c quy nh C quan qun l Nh nc v DNCCDV p dng trong vic o kim cht lng dch v.
Mi ch tiu cht lng c quy nh mt hay nhiu phng php xc nh khc nhau. Trong trng hp ch tiu cht lng dch v c xc nh bng nhiu phng php khc nhau quy nh ti Quy chun ny th ch tiu cht lng c nh gi l ph hp khi kt qu nh gi bi mi phng php u ph hp vi mc ch tiu quy nh.2. QUY NH V CH TIU CHT LNG DCH V2.1. Cc ch tiu cht lng k thut
2.1.1. Tc ti d liu trung bnh
2.1.1.1. nh nghaTc ti d liu trung bnh gm hai loi: tc ti xung trung bnh (Pd) v tc ti ln trung bnh (Pu):
- Tc ti xung trung bnh (Pd) l t s gia tng dung lng d liu ti xung trn tng thi gian ti xung.
- Tc ti ln trung bnh (Pu) l t s gia tng dung lng d liu ti ln trn tng thi gian ti ln.
2.1.1.2. Ch tiu - Tc ti d liu trung bnh ni mng (s dng website ca DNCCDV): Pd ( 0,8 Vdmax v Pu ( 0,8 Vumax;
- Tc ti d liu trung bnh ngoi mng (s dng cc website trong nc v quc t khng phi ca DNCCDV): Pd ( 0,6 Vdmax v Pu ( 0,6 Vumax2.1.1.3. Phng php xc nhPhng php m phng. S lng mu o ti thiu l 100 mu o ti tp (file) d liu vo cc gi khc nhau trong ngy i vi mi loi: ti ln ni mng, ti xung ni mng, ti ln ngoi mng; ti xung ngoi mng. Dung lng ca tp d liu dng thc hin mu o l t 2 MB tr ln i vi php o ti xung, t 1 MB tr ln i vi php o ti ln. Danh sch cc website s dng thc hin cc mu o ti tp d liu nu ti Ph lc A ca Quy chun ny. Phng php xc nh ny p dng cho tng gi dch v ca DNCCDV.2.1.2. Lu lng s dng trung bnh
2.1.2.1. nh nghaLu lng s dng trung bnh l t s gia lng d liu trung bnh truyn qua ng truyn trong mt n v thi gian v tc ti a ca ng truyn (tnh bng bit/s). Lu lng s dng trung bnh ca mi hng kt ni c xc nh trn c s tng dung lng ca hng kt ni . Hng kt ni l hng kt ni Internet t ISP n Internet quc t, n trm trung chuyn Internet (IX), n trm trung chuyn Internet quc gia (VNIX), n cc ISP khc, bao gm c hng i v hng v.
2.1.2.2. Ch tiuLu lng s dng trung bnh ca mi hng kt ni ( 70 %.
2.1.2.3. Phng php xc nhPhng php gim st. Gim st lu lng tt c cc hng kt ni trong khong thi gian ti thiu l 7 ngy lin tip.2.1.3. T l dung lng truy nhp b ghi cc sai
2.1.3.1. nh nghaT l dung lng truy nhp b ghi cc sai l t s gia tng gi tr tuyt i dung lng truy nhp b ghi cc sai trn tng dung lng truy nhp thc. Ch tiu ny ch p dng cho hnh thc tnh cc theo dung lng truy nhp.
Dung lng truy nhp thc l dung lng ca d liu m phng hoc gim st xc nh ti giao din kt ni Modem ADSL vi my tnh ca khch hng. Dung lng truy nhp thc bao gm c d liu cho vic duy tr kt ni, thit lp, nh dng gi tin... v c tnh trong khong thi gian t lc my tnh nhn lnh ti cc mu o cho ti khi my tnh thng bo vic ti hon tt.
Dung lng truy nhp b ghi cc sai l chnh lch gia dung lng d liu m doanh nghip dng tnh cc cho khch hng vi dung lng truy nhp thc.
2.1.3.2. Ch tiuT l dung lng truy nhp b ghi cc sai ( 0,1 %.2.1.3.3. Phng php xc nh
- Phng php m phng: Tng dung lng cc mu o (tnh cho tt c cc gi dch v) ti thiu l 1 000 MB.
- Phng php gim st: S dng cc thit b gim st dung lng truy nhp qua ng dy ADSL ca khch hng. Thi gian thc hin gim st t nht l 1 tun.2.2. Cc ch tiu cht lng phc v
2.2.1. kh dng ca dch v
2.2.1.1. nh ngha kh dng ca dch v (D) l t l thi gian trong DNCCDV sn sng cung cp dch v cho khch hng:
Trong :
Tr : Thi gian xc nh kh dng ca dch v.
Tf : Thi gian s c thuc trch nhim ca DNCCDV c tnh theo cng thc:
N : Tng s ln xy ra s c trong thi gian xc nh kh dng;
Ri : Tng s thu bao ADSL ti thi im xy ra s c th i;
ri : S thu bao ADSL b nh hng trong s c th i;
ti : Thi gian s c th i.
2.2.1.2. Ch tiu kh dng ca dch v ( 99,5 %
2.2.1.3. Phng php xc nhPhng php thng k. Thng k ton b s c trong thi gian xc nh kh dng. Thi gian xc nh kh dng ti thiu l 3 thng lin tip.2.2.2. Thi gian thit lp dch v
2.2.2.1. nh ngha Thi gian thit lp dch v (E) l khong thi gian c tnh t lc DNCCDV tip nhn n yu cu cung cp dch v truy nhp Internet ADSL cho ti khi khch hng c th s dng c dch v.
2.2.2.2. Ch tiu
- Trng hp c sn ng dy thu bao: ( 90 % trng hp cung cp dch v c E ( 5 ngy.
- Trng hp cha c ng dy thu bao:
+ Ni thnh, th x: ( 90 % trng hp cung cp dch v c E ( 12 ngy.+ Th trn, lng, x: ( 90 % trng hp cung cp dch v c E ( 20 ngy.2.2.2.3. Phng php xc nhPhng php thng k. Thng k ton b yu cu thit lp dch v truy nhp Internet ADSL ca DNCCDV trong khong thi gian ti thiu l 3 thng lin tip.
2.2.3. Thi gian khc phc mt kt ni
2.2.3.1. nh nghaThi gian khc phc mt kt ni (R) c tnh t lc DNCCDV nhn c thng bo v vic mt kt ni Internet t pha khch hng hoc t h thng thit b ca doanh nghip n lc kt ni c khi phc.
2.2.3.2. Ch tiu - Ni thnh, th x: ( 90 % s ln mt kt ni c R ( 36 gi.
- Th trn, lng, x: ( 90 % s ln mt kt ni c R ( 72 gi.
2.2.3.3. Phng php xc nhPhng php thng k. Thng k y s liu khc phc mt kt ni trong khong thi gian ti thiu l 3 thng lin tip.
2.2.4. Khiu ni ca khch hng v cht lng dch v
2.2.4.1. nh nghaKhiu ni ca khch hng v cht lng dch v l s khng hi lng ca khch hng v cht lng dch v c bo cho DNCCDV bng vn bn.
2.2.4.2. Ch tiuT l khiu ni ca khch hng v cht lng dch v ( 0,25 khiu ni/100 khch hng/3 thng.
2.2.4.3. Phng php xc nhThng k ton b s khiu ni ca khch hng v cht lng dch v trong khong thi gian ti thiu l 3 thng lin tip.
2.2.5. Hi m khiu ni ca khch hng
2.2.5.1. nh nghaHi m khiu ni ca khch hng l vn bn ca DNCCDV thng bo cho khch hng c vn bn khiu ni v vic tip nhn v xem xt gii quyt khiu ni.
2.2.5.2. Ch tiuDNCCDV phi c vn bn hi m cho 100 % khch hng khiu ni trong thi hn 2 ngy lm vic k t thi im tip nhn khiu ni.
2.2.5.3. Phng php xc nhThng k ton b vn bn hi m cho khch hng khiu ni v cht lng dch v trong khong thi gian ti thiu l 3 thng lin tip.
2.2.6. Dch v h tr khch hng
2.2.6.1. nh nghaDch v h tr khch hng l dch v gii p thc mc, h tr, hng dn s dng, cung cp thng tin lin quan cho khch hng v dch v truy nhp Internet ADSL.
2.2.6.2. Ch tiu
- Thi gian cung cp dch v h tr khch hng bng nhn cng qua in thoi l 24 h trong ngy.
- T l cuc gi ti dch v h tr khch hng chim mch thnh cng v nhn c tn hiu tr li ca in thoi vin trong vng 60 giy ( 80 %.2.2.6.3. Phng php xc nh - M phng hoc gi nhn cng: thc hin m phng hoc gi nhn cng ti dch v h tr khch hng, s cuc gi th ti thiu l 250 cuc gi vo cc gi khc nhau trong ngy.
- Gim st bng thit b hoc bng tnh nng sn c ca mng: s lng cuc gi ly mu ti thiu l ton b cuc gi trong 7 ngy lin tip.3. QUY NH V QUN L
Cc ch tiu cht lng dch v truy nhp INTERNET ADSL c qun l theo quy nh v qun l cht lng dch v bu chnh, vin thng (Quyt nh s 27/2008/Q-BTTTT ngy 22 thng 4 nm 2008).4. TRCH NHIM CA T CHC, C NHN4.1. Cc Doanh nghip cung cp dch v phi m bo cht lng Dch v truy nhp Internet ADSL ph hp vi Quy chun ny, thc hin cng b hp quy theo Quy nh v chng nhn hp chun, chng nhn hp quy v cng b hp chun, cng b hp quy (ban hnh km theo Quyt nh s 24/2007/Q-BKHCN ngy 28 thng 9 nm 2007 ca B trng B Khoa hc v Cng ngh) v chu s kim tra ca c quan qun l nh nc theo cc quy nh hin hnh.
4.2. Trch nhim c th ca cc Doanh nghip cung cp dch v v cc i l dch v vin thng c quy nh ti quy nh v qun l cht lng dch v bu chnh, vin thng (Quyt nh s 27/2008/Q-BTTTT ngy 22 thng 4 nm 2008 ca B trng B Thng tin v Truyn thng).5. T CHC THC HIN
5.1. Cc Qun l cht lng Cng ngh thng tin v Truyn thng v cc S Thng tin v Truyn thng c trch nhim t chc trin khai qun l cht lng dch v truy nhp Internet ADSL theo Quy chun ny.
5.2. Quy chun ny c p dng thay th cho Tiu chun ngnh TCN 68-227:2006 Dch v truy cp internet ADSL Tiu chun cht lng.
5.3. Trong trng hp cc quy nh nu ti Quy chun ny c s thay i, b sung hoc c thay th th thc hin theo quy nh ti vn bn mi.
Ph lc A(Quy nh)
Danh sch cc website s dng thc hin cc mu o cht lng dch v truy nhp Internet ADSL
1. Danh sch cc website trong nc:
Cc website ca cc DNCCDV;
www.thanhnien.com.vn;
www.tuoitre.com.vn;
www.dantri.com.vn;
www.vietnamnet.vn;
www.vnexpress.net;
2. Danh sch cc website quc t:
www.yahoo.com;
www.microsoft.com;
www.amazon.com;
www.download.com;
www.bbc.co.uk;
www.cnn.com.
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