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