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GB/T 45258-2025: Telecom and internet network services - Assessment guideline
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GB/T 45258-2025: Telecom and internet network services - Assessment guideline

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Telecom and internet network services - Assessment guideline Telecommunications and Internet Services Evaluation Guide ICS 01.040.01 CCS A 00 National Standard of the People's Republic of China Released on 2025-02-28 2025-06-01 Implementation State Administration for Market Regulation The National Standardization Administration issued

Table of Contents

Preface ... 1 Scope ... 2 Normative referenced documents ... 3 Terms and Definitions ... 4 Abbreviations ... 5 Purpose of Evaluation ... 6 Evaluation Object ... 7 Evaluation content ... 8 Evaluators ... 8.1 Evaluator Selection ... 8.2 Responsibilities of the Assessor ... 9 Evaluation Data Sources ... 10 Evaluation Procedure ... 11 Evaluation Level Division ... References ...

Foreword

This document is in accordance with the provisions of GB/T 1.1-2020 "Guidelines for standardization work Part 1.Structure and drafting rules for standardization documents" Drafting is required. Please note that some of the contents of this document may involve patents. The issuing organization of this document does not assume the responsibility for identifying patents. This document was proposed by the Ministry of Industry and Information Technology of the People's Republic of China. This document is under the jurisdiction of the National Communication Services Standardization Technical Committee (SAC/TC 543). This document was drafted by. China Academy of Information and Communications Technology, China Telecom Corporation Limited, Zhijiang Laboratory, Xi'an University of Posts and Telecommunications, China Mobile Communications Group Co., Ltd. The main drafters of this document are. Nie Xiuying, Gao Wei, Zhang Dehua, Chen Ge, Guo Wenshuang, Pan Yang, Han Gang and Guo Meng. Telecommunications and Internet Services Evaluation Guide

1 Scope

This document provides the purpose, objects, and methods of evaluating the service quality of supporting services in the customer relationship stage of telecommunications and Internet services. Guidelines on assessment content, assessors, assessment data sources, assessment procedures, and assessment grading. This document applies to the assessment of service quality in the support services at the customer relationship stage of my country's telecommunications and Internet services.

2 Normative references

The contents of the following documents constitute the essential clauses of this document through normative references in this document. For referenced documents without a date, only the version corresponding to that date applies to this document; for referenced documents without a date, the latest version (including all amendments) applies. in this document. ITU﹘T E.800（2008.9） Definitions of terms related to quality of service Vice)

3 Terms and definitions

The terms and definitions defined in ITU-T E.800 (2008.9) and the following apply to this document. 3.1 Quality The overall characteristic of an entity, its ability to satisfy stated and implied requirements. Note. Characteristics are observable or measurable. When 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 A description of the quality level required by the user/client application of the service. This description can be non-technical. [Source. ITU﹘T G.1000 (2001.11), 3.3] 3.3 QoS of fered/planned by provider A description of the expected level of quality promised by the service provider to the customer. [Source. ITU﹘T E.800 (2008.9), 2.4] 3.4 QoS delivered by provider A description of the actual quality level achieved and delivered to the customer. [Source. ITU﹘T E.800 (2008.9), 2.5] 3.5 QoS perceived by user/customer Customers trust statements about the quality levels they have experienced. [Source. ITU﹘T E.800 (2008.9), 2.6] ...