Workshop on “Monitoring Quality of
Service and Quality of Experience of Multimedia
Services in Broadband/Internet Networks”
(Maputo, Mozambique, 14-16 April 2014)
QoS Framework for Broadband Internet
Service
Country Case: Mauritius
Roubee GADEVADOO,
Engineer/Licensing Officer,
ICT Authority
rgadevadoo@imail.icta.mu
Maputo, Mozambique, 14-16 April 2014
Outline
Background
Broadband Internet Quality issues
QoS Framework for Broadband
Internet Service
Provisions of the QoS Framework




Typical Speed Range (TSR)
QoS Monitoring
Consumer-centric QoS Testing Facility
Customer Service Obligations
Conclusion
and
Recommendations
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Background
Broadband Internet penetration rate in Mauritius
has increased significantly over the past years.
About 75% of Internet subscribers have a
broadband connection
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Background
Growth in Broadband Internet subscriptions:
Both on fixed and mobile networks
There are to-date 14 ISPs out of which 3 ISPs
offer mobile broadband Internet service
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Background
Enabling factors towards growth in Broadband
Internet: enabling policies ; deployment and
continuous upgrade of broadband networks by
operators; increasing needs for higher speed from
consumers
The National Broadband Policy 2012-2020 sets the
following target: “By 2020, almost 100% of home
should have affordable access to actual download
of 100 Mbps”
Important factors to sustain growth of Broadband
Internet: Price and Quality
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Broadband Internet Quality Issues
Current Situation:
Broadband Internet Service is sold by ISPs on an ‘upto’ basis
In practice, there is a disparity between the speed
advertised by ISPs and the actual speed achieved by
subscribers
Many subscribers not aware of the technical
constraints affecting performance of Internet service
Subscribers also not adequately empowered to make
informed choices when entering into contracts with
ISPs
Mismatch in expectation of Internet usersleading to frustration and unsatisfaction
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Broadband Internet Quality Issues
One of the salient features of the National
Broadband Policy 2012-2020, is to ensure the
quality of service of broadband services from ‘best
effort’ to ‘minimum guaranteed’ levels
Under the law, the ICT Authority is mandated to
ensure the quality of every information and
communication service and to provide technical
monitoring of the industry
Pursuant to its statutory function, the ICT
Authority has come up with a proposed QoS
Framework for Broadband Internet Service
Proposed QoS Framework for
Broadband Internet
Main Provisions of the QoS Framework:
Obligations on ISPs to advertise Typical Speed Range
instead of only “up to speed”
Obligations on ISPs to submit QoS Monitoring Report on
a quarterly basis
Implementation of a Consumer-centric QoS Testing
Facility by the Authority
Customer Service obligations on ISPs
Proposed QoS Framework for
Broadband Internet
Scope of QoS Framework:
- Applicable to Broadband Internet Service offered on
retail basis only
- Applicable to Broadband Internet service offered on fixed
and mobile networks. However mobile access restricted to
stationary conditions ( e.g. use of dongles)
Provisions
to
be
enforced
Telecommunication Directive
through
a
Policymaker coming up with a QoS Regulations
prior to the above
Provisions of the QoS FrameworkTypical Speed Range
TSR: Range of expected speeds for each Internet
broadband package - most probable speeds
achievable by end users ( e.g.“600-800 Kbps”
instead of “up to 1Mbps”)
ISPs to publish TSR for each Internet package on
their website and in all advertisements
Calculation of TSR
o
o
o
Based on a statistical sample of subscribers for a
particular Internet package
Actual download speed of the sample measured
The 20th and 80th percentiles represent TSR
Provisions of the QoS FrameworkQoS Monitoring
The QoS monitoring process







Set of QoS Parameters for the Broadband Internet
Service defined by the Authority
Target values set for each parameter by the
Authority
Measurement Methodology defined by the Authority
QoS measurements to be made by ISPs
Monitoring Report to be submitted by ISPs on
quarterly basis
Performance of ISPs to be published by the Authority
Auditing by the Authority or an independent body as
and when required
Provisions of the QoS FrameworkQoS Monitoring
Technical QoS Parameters to be measured by
ISPs (during initial phase)




Latency (national and international)
Packet Loss (national and international)
Upload and Download Speed
Bandwidth Utilisation
Non-technical
QoS
Parameters
implemented (at later stage)




to
be
Service Activation Time
Fault Repair Time
Complaint Resolution Time
Bill Correctness Complaint
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Provisions of the QoS FrameworkQoS Monitoring
Example: QoS Parameters
Network Latency
Definition: Indication of the round-trip delay
in the network
Measurement : Ping tests to be done from a
user test point to a server located
(i) within the ISP core network (for local
network latency) and
(ii) at a designated international PoP (for
international network latency )
Target: less than 20 ms ( local)
less than 300ms (int.)
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Provisions of the QoS FrameworkQoS Monitoring
Example: QoS Parameters
Packet Loss
Definition: Ratio of packets lost to the total
packets transmitted between two designated
points.
Measurement: Determined from ping tests
made both in local and international domains
(same as for latency)
Target: Less than 1% (local)
Less than 5% (international)
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Provisions of the QoS FrameworkQoS Monitoring
Example: QoS Parameters
Data Transmission Speed
Definition: Data transmission rate that is achieved
separately for downloading and uploading specified
test files between a remote web site and a user’s
computer
Measurement: (passive or active)
Passive: Upload and download speeds obtained
from the measurements recorded in SNMP
counters that are maintained by the router(s)
located within the core network of the ISP
Active: file transfer to a server located within the
ISP core network
Target: Within the limits of Typical Speed Range
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Provisions of the QoS FrameworkQoS Monitoring
Example: QoS Parameters
Bandwidth Utilisation
Definition: Amount of data passing through a
particular segment of a network at a given time.
Gives an indication of congestion in the network.
Measurement:
Data to be provided in the form of daily MultiRouter Traffic Graphs taken at 5-mins interval
during peak hours
Target:
Percentage
utilization
of
available
bandwidth in each segment should not exceed
90%
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Consumer-centric QoS
Testing Facility
Consumer-centric software-based testing platform
Test servers owned by Authority- located at the edge of
ISP networks
Earlier it was proposed to have the testing servers at
IXP- but reviewed due to practical issues
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Consumer-centric QoS
Testing Facility
End-users may use the software to test the
following parameters: Latency, packet loss,
download/upload speed
Results of tests made by end-users may be
used as a basis for filing complaints to their
respective ISPs
Set-up may be used as a monitoring tool by
the Authority
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Customer Service Obligations
ISPs to ensure that all their representatives/
agents are adequately trained to provide accurate
and meaningful information to consumers
ISPs to disclose information on traffic management
including shaping policies, if applicable
ISPs to provide information on any capping applied
for Internet usage
ISPs to spell out their QoS-related complaints
management process
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Conclusions and Recommendations
The QoS framework serves 2 main purposes:
Consumer Protection and Monitoring
QoS framework should achieve the following:
Ensure that broadband Internet subscribers can
make informed choice of their Internet package
based on their individual needs
Ensure that broadband Internet subscribers have
access to comparative information to be able to
choose their preferred service provider
Ensure that broadband subscribers are aware of the
performance and limitations of the Internet package
they are subscribed to
Encourage ISPs to market only Internet package that
they can physically provide
Ensure that the performance of Broadband Internet
service be monitored in a fair and independent way
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THANK YOU
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