| Service
Provisioning Lead Time
IDD 0080 Service
Within 8 working hours from receipt of service application.
Direct Exchange Lines (DEL)*
| Service Type |
HGC Blockwiring
Buildings |
Non-HGC Blockwiring
Buildings |
| Residential DEL |
4 to 8 working days |
14 working days |
Business DEL:
Del, Datel, DDI, Co, Hunting, Centrex, ISDN-BRI |
4 working days |
8 working days |
| IDA-P, IDA-M |
14 working days |
14 working days |
| ISDN - PRI |
14 to 28 working days |
14 to 28 working days |
Broadband Service*#
| Service Type |
HGC Blockwiring
Buildings |
Non-HGC Blockwiring
Buildings |
Business Broadband
(Note 1 & 2) |
4 working days |
10 working days |
| Residential Broadband |
4 working days |
10 working days |
|
*
|
All lead-time excludes delay arising from number porting
rejection and leased blockwiring rejection
|
| |
|
|
#
|
Appointment re-scheduling:
|
| |
HGC Blockwiring buildings: 2 working days
|
| |
Non-HGC Blockwiring buildings: 10 working days
|
Note 1: Three (3) additional working days required for Site Visit Request
Note 2: Applies to SOHO plans with single computer connection
Service Restoration Time
IDD 0080 Service
Within 8 working hours from receipt of fault report.
Business Direct Exchange Lines
Lead time of normal maintenance service: Within 4 working hours (exclude travelling time) from receipt of fault report from 109 centre.
Maximum lead time: Before end of next working day exclude special arrangement for blockwiring fault of other blockwiring provider.
Residential Direct Exchange Lines
Lead time of normal maintenance service: before end of next working day from receipt of fault report from 109 centre (exclude special arrangement for blockwiring fault of other blockwiring provider)
Broadband Service
| Service Type |
|
| Business Broadband |
Before end of next working day |
| Residential Broadband |
Within 2 calendar days |
|
Note: |
Working hours include 09:00 to 17:00
on Monday to Friday and 09:00 to 13:00 on Saturday except
Public Holiday. |
Target Service restoration time does not cover the following situations:
 |
The Customer's premises are inaccessible or the need to coordinate an appointment where work on the Horizontal Blockwiring and/or the Termination Socket is required |
|
Power failure at the relevant Blockwiring Building |
|
Additional time awaiting approval from the Requesting Operator, management of the relevant Blockwiring
Building, and/or the Customer |
|
Natural disaster |
|
Major cable fault |
|
Weather constraints including severe thunderstorm, black rain storm or typhoon warnings of number
8 and above which may affect staff safety on carrying out repair duties |
|
Public transportation not available |
|
Blockwiring Building not readily accessible, or is located in outlying island, restricted areas or hill tops |
|
Replacement / removal of wiring required |
|
The maintenance work to be performed by the Providing Operator involves replacement of any circuit
or any planned outage |
|
Site constraint including conduit congestion and/or blocked conduit |
| |
|
Customer rejects exposed wiring |
|
If 2 end join test is required, on site time will need 4 working hours more from the field
installer report time |
|
 |
Complaint Handling
| Complaint acknowledgement* |
Within 1 working day upon receipt |
| Complaint handling* |
Within 5 working days |
* Based on 80% of general complaint cases
The aforementioned time does not cover the following scenario:
|
Customer busy / unreachable |
|
Insufficient information provided
by customer / awaiting customer's decision and or supporting |
|
On site checking required |
|
Joint service provision with other service providers |
Enquiry Call Answering Time
| Call answering time |
80% of calls answered within 30 seconds |
Enquiry
|
