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Singnet Fined $5000 for Failure to Comply with TAS' Service Quality Standards

SINGAPORE – 15 AUG 1996

Singnet has been fined $5000 by TAS for failing to comply with TAS' required Quality of Service (QoS) standard of keeping its network running for more than 98% of the time for the second quarter of 1996. Overall, during the second ...


Singnet has been fined $5000 by TAS for failing to comply with TAS' required Quality of Service (QoS) standard of keeping its network running for more than 98% of the time for the second quarter of 1996. Overall, during the second quarter, Pacific Internet (PacNet) and CyberWay have achieved QoS standards higher than the minimum levels set by TAS while SingNet's performance was affected when its E-mail server went down in early June 96.

For the standard which requires the Internet Access Service Providers' (IASP) network to be up and running more than 98% of the time, both PacNet and CyberWay achieved 99.9%. As for SingNet, its performance was severely affected when its E-mail server failed from 6 to 8 June 96. Many SingNet users were unable to retrieve their e-mail. For the month of June 96, SingNet only managed to keep its network running for 96.3% of the time, which is below TAS' standard of more than 98%. Besides fining SingNet for failing to comply with this primary QoS indicator, TAS has directed SingNet to undertake all possible measures and precautions to prevent the recurrence of such situations.

As LTC (NS) Foo Jong Ai, TAS Director of Policy explained, "more and more people and companies have increasingly relied on Internet to gain wide access to information and communicate with potential customers and business partners from around the world. Our decision to fine SingNet reflects TAS' recognition of the importance of access to the Internet as well as to emphasise the need for all IASPs to ensure high reliability of their networks."

In terms of international connectivity to the Internet backbone, all IASPs have enhanced their capacity by adding bigger bandwidth leased circuits to their systems to provide more bandwidth and faster overseas access for their users. While both CyberWay and PacNet have sufficient capacity in their international leased circuit connections, some congestion is found in SingNet's network during the evening peak hours.

All IASPs have been able to comply with the QoS standards for other areas (see Table 1).

TAS will continue to monitor the performance of the IASPs and ensure that they comply fully with the QoS standards set, so as to protect the interest of all Internet users in this competitive environment. When standards are not met, TAS will work with the IASP concerned to find out why standards are not met and to identify possible solutions. TAS' goal is to ensure as well as to help the IASPs achieve the highest possible QoS standards so that consumers will ultimately get good value and high quality services.

The Quality of Service (QoS) reports were submitted by the three IASPs for the second quarter beginning April through June 1996. For CyberWay, the latest addition to the three-way competition, the performance report is their first since it started its operations in April 96.

Background Note to the Editor:

Under the penalty system which TAS has established to ensure the operator's compliance, standards have been classified as either primary or secondary, depending on the extent of their impact. For each instance of non-compliance of a primary or secondary standard, a fine of $5000 or $1000 per monitoring period (which is every 3 months) will be imposed respectively.

Contact: Loo Wai Ling
Corporate Communications Executive
Phone: (65) 322-1999
Fax: (65) 323-0941
E-mail: lwlg@tas.gov.sg

Table 1: Qos Performances of Internet Access Service Providers for April-June 1996
QoS Indicators QoS Standard CyberWay PacNet SingNet
1. Overall Network Availability >98% 99.85% 99.85% 97.76%
% for the month
with the lowest
results
99.72% 99.65% 96.25%
2. System Accessibility
1. Dial-up Access >90% ~100% ~100% ~100%
2. Leased-Line
Access
>99% 100% 100% 100%
3. Service Activation Time
1. Dial-up Access <= 3="" working="" days="" or="" date="" specified="" by=""> 100% 100% 100%
2. Leased-Line Access (excludes Leased line installation time) <= 7="" working="" days="" or="" date="" specified="" by=""> 100% 100% 100%

LAST UPDATED: 13 JUN 2024