Performance Pledge
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Parameter | General Description | Performance Target | Actual Performance 2024 Q3 |
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Network Availability (Note 1) |
Availability of the core network | Percentage of the uptime of the core network in an observation period | 99.99% | 100% |
Service Restoration (Note 1) |
Time to repair | The mean time to recover a fault in the core network | 95% within 10 minutes | 100% within 10 minutes |
Customer Complaint Handling | Complaint Acknowledgement (Note 2) |
The mean time to acknowledge a complaint, counting from the time of the complaint lodged by a customer | 95% within 1 working day | 100% within 1 working day |
Complaint Resolution Time (Note 2) |
The mean time to provide first resolution to customer within 5 working days | 90% | 93% |
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