4G Performance Pledge
4G Performance Pledge
  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% 100%
Service Restoration Time to Repair The mean time to recover a fault in the core network 95% within 10 minutes 100%
Customer Hotline performance 1 Hotline Answer Time   4G: 85% within 30 sec 92%
Customer Complaint Handling 2 Complaint Acknowledgment - the meantime to acknowledge within 1 working day upon receipt during office hours   90% 94%
Complaint Handling - the meantime to provide first resolution to customer within 4 working days   90% 90%
Technical Performance 3 DL/UL Speed   Downlink: 10 Mbps - 80 Mbps Uplink: 2 Mbps - 30 Mbps Downlink: 14.4 Mbps - 104 Mbps Uplink: 7.54 Mbps - 49.1 Mbps
Latency   30ms - 90ms 24ms - 49ms

Remarks:

  1. This target does not apply to circumstances such as unexpected interrup.tions (eg. Outage), force majeure event (such as natural disasters, wars), during major promotion campaign or customers' service subscription is non 4G full speed service subscription.
  2. These targets do not apply to circumstances such as:
    • customers are unreachable;
    • customer's information provided (including supporting documents) are not sufficient;
    • cases pending customers' decision;
    • factors beyond our reasonable control, e.g., cases involving other service providers or roaming partners; and
    • force majeure event (such as natural disasters, wars)
    • customers' service subscription is non 4G full speed service subscription.
  3. Performance will be affected by many factors, including but not limited to coverage, user device and location, network configuration and traffic conditions. Reported range is based on test result at major public locations. These targets do not apply to customers' service subscription is non 4G full speed service subscription.
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