ICS

01.040.01

CCS

A00

中華人民共和國國家標準

GB/T45258—2025

電信和互聯網服務評估指南

Telecomandinternetnetworkservices—Assessmentguideline

2025-02-28發布2025-06-01實施

國家市場監督管理總局發布

國家標準化管理委員會

GB/T45258—2025

目次

前言

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Ⅲ

1

范圍

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1

2

規范性引用文件

······················································································

1

3

術語和定義

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1

4

縮略語

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3

5

評估目的

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3

6

評估對象

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3

7

評估內容

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3

8

評估者

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4

8.1

評估者選擇

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4

8.2

評估者職責

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4

9

評估數據源

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4

10

評估程序

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5

11

評估等級劃分

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5

參考文獻

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7

Ⅰ

GB/T45258—2025

前言

本文件按照GB/T1.1—2020《標準化工作導則第1部分：標準化文件的結構和起草規則》的規

定起草。

請注意本文件的某些內容可能涉及專利。本文件的發布機構不承擔識別專利的責任。

本文件由中華人民共和國工業和信息化部提出。

本文件由全國通信服務標準化技術委員會（SAC/TC543）歸口。

本文件起草單位：中國信息通信研究院、中國電信集團有限公司、之江實驗室、西安郵電大學、

中國移動通信集團有限公司。

本文件主要起草人：聶秀英、高巍、張德華、陳戈、郭文雙、潘洋、韓剛、郭勐。

Ⅲ

GB/T45258—2025

電信和互聯網服務評估指南

1范圍

本文件給出了針對電信和互聯網服務客戶關系階段支撐服務方面服務質量的評估目的、評估對象、

評估內容、評估者、評估數據源、評估程序以及評估等級劃分等指南。

本文件適用于我國電信和互聯網服務客戶關系階段支撐服務方面服務質量的評估。

2規范性引用文件

下列文件中的內容通過文中的規范性引用而構成本文件必不可少的條款。其中，注日期的引用文

件，僅該日期對應的版本適用于本文件；不注日期的引用文件，其最新版本（包括所有的修改單）適用

于本文件。

ITU?TE.800（2008.9）有關服務質量的術語定義（Definitionsoftermsrelatedtoqualityofser?

vice）

3術語和定義

ITU?TE.800（2008.9）界定的以及下列術語和定義適用于本文件。

3.1

質量quality

實體的整體特性，它有能力來滿足規定的和隱含的要求。

注：其中的特性是可觀察或可測量的。當特性被定義后，它們即成為參數，參數通過測量結果來描述。

[來源：ITU?TE.800（2008.9），2.1]

3.2

用戶/客戶服務質量需求QoSrequirementsofuser/customer

服務的用戶/客戶應用所需要的質量等級描述，該描述可以是非技術性的。

[來源：ITU?TG.1000（2001.11），3.3]

3.3

提供者承諾/預期的QoSQoSoffered/plannedbyprovider

服務提供者向客戶承諾的預期質量等級描述。

[來源：ITU?TE.800（2008.9），2.4]

3.4

服務者交付/實現的QoSQoSdeliveredbyprovider

實現并交付給客戶的實際質量等級描述。

[來源：ITU?TE.800（2008.9），2.5]

3.5

用戶/客戶體驗QoSQoSperceivedby