The new discipline is divided into three levels: the specific standards (all related to service continuity) that identify the performance parameters to be guaranteed in the services provided to the individual user and whose non-compliance requires the application of automatic compensation; the general standards (divided into macro-indicators and simple indicators related thereto) that describe the technical conditions for the provision of the service and the prerequisites, which represent the conditions that management must meet to be eligible for the incentive mechanism (rewards/penalties) associated with the general standards.