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This requested value is obtained by sorting the trouble tickets by the number of hours Belgacom took to close them. The time needed to close 90% of them is calculated as follows, with, e.g., 487 ticketsTime needed between the opening and closing of 95% of the justified trouble tickets. This requested value is obtained by sorting the trouble tickets by the number of hours Belgacom took to close them. The time needed to close 95% is calculated as follows:Percentage of justified trouble tickets opened during the reporting period based on the number of trouble tickets opened during that period.Appointments Kept% 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 tickets$Global for all BRUO & BROBA products_BIPT Decision - 11/2007^Global for all BRUO & BROBA product were a visit date is booked for an end-user premises visit Working days Working Hours (hh:mm)&Unbundling & Bitstream - Without VisitBRUO BROBA II ADSLBRxx5BRUO , BROBA II ADSL , BROBA II ADSL2+, BROBA II SDSL8 working daysSLO% of field visits respecting due dates (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 no need of an end-user premises visit.X% of validations that respect SLA timers based on cases with no 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 for installations with no need of an end-user premises visit.^% of installations that respect the SLA timers based on cases with no end-user premises visit.bNumber 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" for installations with no need of 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 SLA timers and received 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 validated ordersGNumber 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" for installations with no need of 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 received 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 44,868 validated orders 8 June 2010R͎ v&eDZ L U ңccB   p[nؾ8  dMbP?_*+%&?'?(?)?M\\a02009.bgc.net\P02PLD-621P( 4dXXA4P!Xerox WorkCentre Pro 128 PCL 6L@ dH , Times New Roman  p_0" 9XX??&U} } _}  } } } } }  } } p@ X@Y@ @@@@X@@ @ @ @ @ @@@@@@g@@@@@@X@@@@  zt J  7yuuu ;  p< m= m>A  k ll i@ i@ i@A  BC CA j j jA DDDA  VWWXXXA ~ ? Y ~Z?= ףp=?Q?k1? ( LDLDD x~ @ [ ~ \X@ oa? o35 ސ? o+? Ua?  x~ @ [ q ] N@a @ 58EG@ (\@ $z7|@  ~ @ [ q~ ]W@ GRP?  ,"?~ `X@ <6?  ~ @ [ q~ ] @ nI nI nI  @  w~ @ ^ r f2@v&@v(@(@ oqZ'@ VWW``f ~ @ Y {st@sL@s@#f@ % ~  @ [ q|K?  ~ "@ a q ~ $@ ^ r  VWWbb ~ &@ Y ~Zll?qq?~ (@ c \o/$?o/$?~ *@ [ q]a ` ?-؂-؂?~ ,@ [ q]qq?` ` ?~ .@ ^* r_/$?ʡE? 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