Maputo, Mozambique, 14-16 April 2014 QoS Framework for Broadband Internet Service Country Case: Mauritius Roubee GADEVADOO, Engineer/Licensing Officer,

Maputo, Mozambique, 14-16 April 2014

QoS Framework for Broadband Internet Service

Country Case: Mauritius

Roubee GADEVADOO,Engineer/Licensing Officer,

ICT Authority [email protected]

Workshop on “Monitoring Quality of Service and Quality of Experience of Multimedia

Services in Broadband/Internet Networks”

(Maputo, Mozambique, 14-16 April 2014)

mailto:[email protected]

Maputo, Mozambique, 14-16 April 2014 2

Outline

BackgroundBroadband Internet Quality issuesQoS Framework for Broadband Internet ServiceProvisions of the QoS Framework Typical Speed Range (TSR) QoS Monitoring Consumer-centric QoS Testing Facility Customer Service Obligations

Conclusion and Recommendations


Broadband Internet penetration rate in Mauritius has increased significantly over the past years. About 75% of Internet subscribers have a broadband connection

Background


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

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


Broadband Internet Quality Issues

Current Situation:Broadband Internet Service is sold by ISPs on an ‘up-to’ 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 users- leading to frustration and unsatisfaction


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 through a Telecommunication Directive

Policymaker coming up with a QoS Regulations prior to the above

Provisions of the QoS Framework- Typical 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 TSRo Based on a statistical sample of subscribers for a

particular Internet packageo Actual download speed of the sample measuredo The 20th and 80th percentiles represent TSR

Provisions of the QoS Framework- QoS 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


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 to be implemented (at later stage) Service Activation Time Fault Repair Time Complaint Resolution Time Bill Correctness Complaint



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.)



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)



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



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 Multi-

Router Traffic Graphs taken at 5-mins interval during peak hours

Target: Percentage utilization of available bandwidth in each segment should not exceed 90%


Consumer-centric QoS Testing Facility

Consumer-centric software-based testing platformTest 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


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


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


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 needsEnsure that broadband Internet subscribers have access to comparative information to be able to choose their preferred service providerEnsure that broadband subscribers are aware of the performance and limitations of the Internet package they are subscribed toEncourage ISPs to market only Internet package that they can physically provideEnsure that the performance of Broadband Internet service be monitored in a fair and independent way


THANK YOU


Maputo, Mozambique, 14-16 April 2014 QoS Framework for Broadband Internet Service Country Case: Mauritius Roubee GADEVADOO, Engineer/Licensing Officer,

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