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This requested value is obtained by sorting the trouble tickets by the number of hours it took Belgacom to close them. The time needed to close 95% of them is calculated as follows:% of justified trouble tickets% Validations respecting SLA% Installations respecting SLA% of field visits where customer wasn t present at technician's arrival at end-user s premises for installation of the end-user line.IAverage time between the opening and closing of justified trouble ticketsTime needed between the opening and closing of 90% of the justified trouble tickets. This requested value is obtained by sorting the trouble tickets by the number of hours it took Belgacom to close them. The time needed to close 90% is calculated as follows, using, e.g., 487 ticketsPercentage of justified trouble tickets opened during the reporting period, based on the number of trouble tickets opened during that period.$Global for all BRUO & BROBA productsDecision BIPT, 11/2007 ^Global for all BRUO & BROBA product were a visit date is booked for an end-user premises visitWorking Hours (hh:mm)$Unbundling & Bitstream - With Visit BRUO _ BROBA II ADSL BROBA II SDSLBRxx5BRUO , BROBA II ADSL , BROBA II ADSL2+, BROBA II SDSL10 working daysSLO)Working days - cumulated % with 1 decimal% of field visits respecting the due date (i.e. committed appointment date given with validation message). This applies to all orders with a committed delivery date within the reporting period.The average lead time between the OLOs' sending of the  XML Order message and the OLOs' receipt of the  XML validation message for installations with a need of an end-user premises visit.\% of validations that respect the SLA timers based on cases with an end-user premises visit.The average lead time between the OLOs' sending of the  XML Order message and the OLOs' receipt of the  XML done message for validated orders subject to standard SLA timer and based on cases with an end-user premises visit.^% of installations that respect the SLA timers based on cases with an end-user premises visit.[Number of working days required between the OLOs' sending of the  XML Order message considered validated and the OLOs' receipt of the  XML done message , until 95% of these orders are processed as "done" based on cases with an end-user premises visit. The requested x% value is obtained by sorting the cumulated volume of "done" messages sent per working day, based on the total volume of fulfilled orders subject to standard SLA timers and executed during that same period (Month). The reported x% value is directly related to the WD when x% is reached. E.g., for a volume of 44,853 fulfilled orders+Number of working days required between the OLOs' sending of the  XML Order message considered validated and the OLOs' receipt of the  XML done message , until 99% of these orders are processed as "done" based on cases with an end-user premises visit. The requested x% value is obtained by sorting the cumulated volume of "done" messages sent per working day, based on the total volume of fulfilled orders during that period. (Month) The reported x% value is directly related to the WD when x% is reached. 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