1. 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 Workshop on “Monitoring Quality of Service and Quality of Experience of Multimedia Services in Broadband/Internet Networks” (Maputo, Mozambique, 14-16 April 2014)

2. Maputo, Mozambique, 14-16 April 2014 2 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

3. Maputo, Mozambique, 14-16 April 2014 3 Broadband Internet penetration rate in Mauritius has increased significantly over the past years. About 75% of Internet subscribers have a broadband connection Background

4. Maputo, Mozambique, 14-16 April 2014 4 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

5. 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 Maputo, Mozambique, 14-16 April 2014 5

6. 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 Maputo, Mozambique, 14-16 April 2014 6

7. 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

8. 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

9. 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

10. 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 TSR o Based on a statistical sample of subscribers for a particular Internet package o Actual download speed of the sample measured o The 20 th and 80 th percentiles represent TSR

11. 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

12. Provisions of the QoS Framework- QoS 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 to be implemented (at later stage)  Service Activation Time  Fault Repair Time  Complaint Resolution Time  Bill Correctness Complaint Maputo, Mozambique, 14-16 April 2014 12

13. Provisions of the QoS Framework- QoS 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.) Maputo, Mozambique, 14-16 April 2014 13

14. Provisions of the QoS Framework- QoS 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) Maputo, Mozambique, 14-16 April 2014 14

15. Provisions of the QoS Framework- QoS 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 Maputo, Mozambique, 14-16 April 2014 15

16. Provisions of the QoS Framework- QoS 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 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% Maputo, Mozambique, 14-16 April 2014 16

17. 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 Maputo, Mozambique, 14-16 April 2014 17

18. 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 Maputo, Mozambique, 14-16 April 2014 18

19. 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 Maputo, Mozambique, 14-16 April 2014 19

20. 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 Maputo, Mozambique, 14-16 April 2014 20

21. THANK YOU Maputo, Mozambique, 14-16 April 2014 21