Performance Pledge

HGC Residential Broadband Service

At Hutchison Global Communications Limited ("HGC"), we highly value our customers and their satisfaction. HGC uses an extensive "fibre-to-the-building" ("FTTB") telecommunications network in Hong Kong to offer high speed broadband service for today's bandwidth-intensive applications. HGC's FTTB network connects over a million of households with seamless connection to the Internet. We are one of the first telecommunications operators who use Gigabit Ethernet technology to provide high speed broadband service. We also provide dedicated symmetrical transmission speed from 10 mega bits per second (Mbps) to 1 giga bits per second (Gbps) to residential users in Hong Kong*.

Our Promises to Customers:

1. Stable Connection
 

HGC provides a stable underground fiber-optic network with 24 x 7 network monitoring and technical support. Customers can enjoy a fast, stable and reliable connection to the world of information.

 
2. Quality Service
 

With our premium network planning, HGC broadband provides a symmetrical upload and download speed from 10Mbps up to 1Gbps. This ensures customers will enjoy the best quality of service for different type of applications such as web browsing, blogging, online games, video streaming, IPTV and file transfer/collaboration etc.
 
3. Reliable Service Provisioning
 

When customers sign up HGC broadband service, we will ensure the installation will be completed, commissioned in the pre-assigned time frame and our customers will be well-informed for the progress of work.
 
4. Satisfactory Customer Service and Technical Support Responsiveness
 

HGC's customer service centre and technical help desk will respond to customer enquiries promptly in accordance with world-class service standards.

 
5. Prompt Handling Feedback
 

The 24-hour customer service hotline and technical help desk is an easy and fast way to answer customer enquiries and provide instant feedback on service issues. Every incoming enquiry will be logged and acknowledged until the customers' queries are satisfactorily handled.

Our Performance Pledge
Last-update date: 25-JUL-2008
Item
Description
Performance Target
Actual Average Performance
(Jan – Mar 2008)
Actual Average Performance
(Apr – Jun 2008)
(A) Service Availability
(i) Local network availability 99.99% 100% 100%
(ii) Mean-time-to-repair (MTTR) on core broadband network
- repair within 2 hours for major network outage 		99% NA NA
(iii) Service restoration time for individual customers
- restore within 2 calendar days(note 1)		 99% 99% 99%

(B) Network Performance(note 2)

(i) Network latency (in terms of round-trip-delay) to named international websites:
- www.honda.co.jp
- www.youtube.com
- www.yahoo.com.tw

70
millisecond

180
millisecond

40
millisecond

63
millisecond

162
millisecond

30
millisecond

65
millisecond

160
millisecond

35
millisecond

(ii) Network latency (in terms of round-trip-delay) to named local websites:
- hk.yahoo.com

 

3
millisecond

 

3
millisecond

 

2
millisecond
(C) Customer Enquiry Handling
(i) Call answering time by operator(note 3)
- call answered within 30    seconds		 85% 86% 86%
(D) Customer Complaint Handling
(i) Complaint acknowledgement(note 4)
- acknowledged within 1 working day upon
  receipt during office hours		 90% 96% 96%
(ii) Complaint handling (note 4)
- complaint resolved within 5 working days		 90% 97% 97%


Note:
1. The targeted service restoration time does not cover the following situations:
  a. The customer's premise is inaccessible or coordination with a third party for horizontal wiring and/or termination of socket is required.
  b. Power failure at the relevant building.
  c. Additional time required for the approval issued by the building management office, building nominated contractor(s) and/or the customer.
  d. Natural disaster.
  e. Major cable fault that is out of HGC's control.
  f. Weather constraints including severe thunderstorm, black rain or typhoon signal number 8 or above which may affect safety of staff in carrying out the restoration work.
  g. Building which is not readily accessible, or is located in outlying island, restricted areas or hilltops.
  h. The maintenance work to be performed by a third party who provides the in-building infrastructure.
2. Network Performance is the network latency measured from the named website in the previous three months from the last-update date of this Performance Pledge.
3. This service pledge does not apply to the period of unexpected incident (e.g. system outage and typhoon) or during the launch of large-scale promotional campaign.
4. General complaint cases do not include scenarios in which customers are unreachable and customer's information and/or supporting documents are insufficient to carry out trouble-shooting and testing. Cases, which require on-site checking, and joint testing with other service providers and contractors are also not included.

HGC offers its customers broadband solutions with competitive pricing, performance, features and capacity that meet different needs. For further information, please visit www.hgcbroadband.com or www.hgc.com.hk. You can also contact our 24-hour Customer Service Hotline on 1222.

For the latest sales offers and service subscription, please contact our Sales Hotline on 1226

* HGC provides up to 10Mbps, 30Mbps, 50Mbps, 100Mbps and 1Gbps bandwidth (between client terminal and Telecommunication and Broadcast Equipment Room). Actual bandwidth may vary according to the HGC network coverage and the bandwidth availability may vary according to the infrastructure of each residential building. For further information on bandwidth availability to any particular building and terms and conditions of our services, please contact our Sales Hotline on 1226.

Performance Pledge of HGC Residential Broadband Service
   
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