GB/T 45258-2025 Telecom and internet network services―Assessment guideline English, Anglais, Englisch, Inglés, えいご
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ICS 01.040.01
CCS A 00
National Standard of the People's Republic of China
GB/T 45258-2025
Telecom and internet network services - Assessment guideline
电信和互联网服务 评估指南
(English Translation)
Issue date: 2025-02-28 Implementation date: 2025-06-01
Issued by the State Administration for Market Regulation
the Standardization Administration of the People's Republic of China
Contents
Foreword
1 Scope
2 Normative references
3 Terms and definitions
4 Abbreviations
5 Assessment purpose
6 Assessment objects
7 Assessment content
8 Evaluator
9 Evaluate data sources
10 Test procedure
11 Classification of assessment levels
Bibliography
Telecom and internet network services - Assessment guideline
1 Scope
This document gives guidelines for the evaluation purpose, evaluation objects, evaluation contents, evaluators, evaluation data sources, evaluation procedures and evaluation grade classification of service quality supporting services in the customer relationship stage of telecommunications and Internet services.
This document is applicable to the evaluation of service quality of supporting services in the customer relationship stage of telecommunications and Internet services in China.
2 Normative references
The contents of the following documents constitute indispensable provisions of this document through normative references in this document. Among them, for referenced documents with a specified date, only the version corresponding to that date shall apply to this document; for referenced documents without a specified date, their latest version (including all amendment sheets) shall apply to this document.
ITU-T E.800 (2008.9) Definitions of terms related to quality of service
3 Terms and definitions
The terms and definitions defined in ITU-T E.800 (2008.9) as well as the following ones shall apply to this document.
3.1
quality
overall characteristic of an entity, which has the ability to meet both prescribed and implied requirements
Note: The properties are observable or measurable. When the characteristics are defined, they become parameters, which are described by measurement results.
[Source: ITU-T E.800 (2008.9), 2.1]
3.2
QoS requirements of user/customer
description of the quality level required by the user/customer application of the service, which description may be non-technical
[Source: ITU-T G.1000 (2001.11), 3.3]
3.3
QoS of fered/planned by provider
description of the expected quality level promised by the service provider to the customer
[Source: ITU-T E.800 (2008.9), 2.4]
3.4
QoS delivered by provider
description of the actual quality grade achieved and delivered to the customer
[Source: ITU-T E.800 (2008.9), 2.5]
3.5
QoS perceived by user/customer
quality rating statement that the customer believes they have experienced
[Source: ITU-T E.800 (2008.9), 2.6]
4 Abbreviations
The following abbreviations apply to this document.
ITU-T: international telecommunication union-telecommunication standardization sector
NP: network performance
OR: opinion rating
QoS: quality of service
5 Assessment purpose
The results of the quality of service assessment in this document are mainly used to:
a) Service providers and customers: specify the quality level of the service in the customer telecommunications service contract or in the description of the service terms and conditions;
b) Customers: compare the service quality level and service quality commitment of different service providers;
c) Service providers, industry researchers, service regulators: conduct long-term research on the quality level of a service;
d) Service providers and service regulators: prepare statistical results, reports and publications on the quality of a service;
e) Service regulator: regulates services, including setting minimum service quality levels (e.g., interconnection provisions for universal service) and service monitoring through periodic reports and situation-specific statistics.
6 Assessment objects
The object of the quality of service assessment in this document is service providers of telecommunications and Internet services. According to different purposes of using the evaluation results, one or more service contents provided by the evaluated object can be evaluated when implementing the evaluation.
7 Assessment content
According to the quality of service parameters specified in ITU-T E.803, the quality of service evaluation of supporting services in the user relationship stage in the whole life cycle of telecommunications and Internet services is as follows:
a) Evaluation of initial service information: mainly including the evaluation of the integrity of initial information of telecommunications and Internet services, the transparency of pricing, the effectiveness of initial information, the response time of initial information provision, etc.;
b) Evaluation of contract-related matters between customers and service providers: mainly including the completeness of contract information, the consistency of contract terms and initial information, the flexibility of contract customization, and the convenience of adding relevant terms after the formal contract is signed. and assessment of flexibility;
c) Evaluation of service provision: mainly including meeting the promised date of provision, time of provision, successful provision within the specified time interval, termination of the contract due to uncompleted execution, completeness of the execution of contract specifications in service provision, punctuality of service provision, punctuality of delivery of equipment provided by the service, and provision that is not completed or correct for the first time;
