Performance Target

We are committed to providing high quality services to our customers. This performance target sets out the standard of service we aim to deliver to you. Our actual performance will be measured and published on a quarterly basis.

Item
Performance Description
Performance Target
Actual Performance
  Q3 -
2014
 Q4 -
2014
 Q1 -
2015
 Q2 -
2015
 Q3 -
2015
 Q4 -
2015
 Q1 -
2016
 Q2 -
2016
 Q3 -
2016
 Q4 -
2016

Network Reliability1

Service Availability

the availability of the core network, i.e. the percentage of the uptime of the core network in an observation period

99%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%

Service Restoration2

Service Restoration Time

the mean time to recover a fault in the core network is targeted within 60 mins after fault identification

< 60 mins
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%

Customer Complaint Handling3

Complaint Acknowledgment

the meantime to acknowledge within 1 working day upon receipt during office hours

90%

100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

Complaint Handling

the meantime to provide first resolution to customer within 3 working days

90%
98%
97%
97%
97%
97%
99%
98%
98%
98%
99%

 

Remarks:
1. The target does not apply to interruptions due to scheduled or emergency network maintenance and upgrade and/or circumstances beyond our reasonable control, e.g., force majeure event.
2. The target does not apply to interruptions due to scheduled or emergency network maintenance and upgrade and/or circumstances beyond our reasonable control, e.g., force majeure event.
3. The target does not apply to circumstances such as a.) customers are unreachable; b.) customer's information provided (including supporting documents) are not sufficient; c.) cases pending customers' decision; and d.) factors beyond our reasonable control, e.g., cases involving other service providers or roaming partners.
4. Performance was affected by an isolated incident on 13 May 2013.


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