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|Parameter||General Description and Definition||Performance Target||Actual Performance|
|Network Reliability||Service Availability||The availability of the core network i.e. the percentage of the uptime of the core network in an observation period.||99.99%|
|Service Restoration||Time to Repair||The mean time to recover a fault in the core network.||95% within 10 minutes|
|Customer Hotline Performance||Hotline Answer Time||The mean time to answer a call by an operator, counting from the time a customer requests for discussion with an operator i.e. excluding the time served by the IVRS.||90% within 13 seconds|
|Customer Complaint Handling||Complaint Acknowledge Time||The mean time to acknowledge the complaint, counting from the time of the complaint lodged by a customer.||Within 1 working day|
|Complaint Resolution Time||The mean time to resolve the complaint, counting from the time of the complaint lodged by a customer.||90% within 4 working days|