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Performance Pledge
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Performance Pledge
Mobile Broadband Services
At 3 Hong Kong, we embrace a service culture and are committed to delivering the highest possible levels of service quality and customer satisfaction. Since pioneering Hong Kong-first 3G network in 2004, we continue our stature as a 3G and 4G service provider in the territory. Leveraging an advanced and extensive HSPA and LTE network, we are dedicated to offering innovative high-speed mobile data services to enhance customers' experience in mobile broadband communication.


Our Performance Pledge
Last Update: 7 April 2020

Description Performance Target Actual Performance
Apr - Jun
2019
Jul - Sep
2019
Oct - Dec
2019
Jan - Mar
2020
1. Network Availability
The availability of the core network i.e. the percentage of the uptime of the core network in an observation period. 99.99% 99.9999% 99.9999% 99.9999% 99.9999%
2. Customer Hotline Performance
Hotline Answer Time (Note 1)
- Within 30 seconds
85% 87.76% 86.84% 87.04% 89.24%
3. Customer Complaint Handling
Complaint Acknowledge Time (Note 2)
- Before the end of next working day upon receipt during office hours
90% 100.00% 91.30% 95.24% 93.55%
Complaint Resolution Time (Note 2)
- Within 5 working days
90% 100.00% 91.30% 95.24% 93.55%

Notes:
1. This service pledge does not apply to the period of unexpected incidents (e.g. system outage and typhoon) or during the launch of large-scale promotional campaigns.
2. General complaints do not include scenarios where the relevant customer is not reachable or when the information and/or supporting documents provided by the customer are insufficient to carry out trouble-shooting and testing. General complaints also do not include cases which require on-site testing or joint testing with other service providers or contractors be carried out.
3. The actual service performance will be affected by many factors, including but not limited to network configuration, coverage, network conditions, traffic conditions, conditions of servers being accessed, number of users, hardware or software limitation, user device, transmission technology, locations of wireless equipment etc. Because of those factors, the stated / targeted / pledged performance may not be achievable.