Service – Service pledges

SmarTone is firmly committed to delivering the best broadband service with wireless technology, so our customers can enjoy unrivalled convenience, superb reliability, and super high speeds anywhere in Hong Kong. This ensures our customers stay better connected, better informed and better entertained than ever before and we know they will love the difference.

	Parameter	General Description and Definition	Performance Target	Actual Peformance
	Parameter	General Description and Definition	Performance Target
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
Customer Complaint Handling	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