Performance Pledges

We are committed to providing customers with the highest possible levels of service quality and customer satisfaction. This performance target sets out the standard of service that we aim to deliver to customers. The actual performance will be measured and published on a quarterly basis.

Items		Target	Q1 2020
Items		Target	Result
Mobile Network Services Performance
1	Network Coverage
a	3G Outdoor	99.00%	100.00%
b	4G Outdoor	99.00%	100.00%
2	Voice Quality
a	Drop Line	< 1.00%	0.13%
b	Connectivity	99.00%	99.94%
3	Average Data Upload/ Download Speed
a	3G Upload Speed	1.2Mbps - 3Mbps	2.7Mps
b	3G Download Speed	3Mbps - 12Mbps	8.8Mbps
c	4G Upload Speed	2Mbps - 35Mbps	30.1Mbps
d	4G Download Speed	10Mbps - 90Mbps	79.6Mbps
4	Network Reliability
a	Base Station	>99.00%	99.95%
b	Mobile Core Network	>99.99%	100.00%
Internet Network Services Performance
5	Internet network reliability
a	Core network equipment availability	99.99%	100.00%
b	Access network equipment availability	99.95%	100.00%
6	Average download / upload speeds on the local Internet	Not less than 80% of the speed offered by service plan
a	Home Internet Service Plans 3M (3M / 1M)		100.00%
b	Home Internet Service Plans 8M (8M / 1M)		100.00%
c	Home Internet Service Plans 12M (12M / 6M)		100.00%
d	Home Internet Service Plans 15M (15M / 1M)		100.00%
e	Home Internet Service Plans 50M (50M / 50M)		100.00%
f	Home Internet Service Plans 150M (150M / 150M)		100.00%
g	Home Internet Service Plans 300M (300M / 300M)		100.00%
h	Home Internet Service Plans 600M (600M / 600M)		100.00%
h	Home Internet Service Plans 1G (1G / 1G)		100.00%
7	Network Latency (ADSL line 15M plan was used for testing)
a	- www.google.com	20ms	8ms
b	- www.facebook.com	20ms	8ms
c	- hk.yahoo.com	70ms	25ms
d	- www.youku.com	65ms	8ms
e	- www.taobao.com	25ms	2ms
f	- www.yahoo.co.jp (Japan)	90ms	65ms
g	- www.mobile01.com (Taiwan)	55ms	8ms
h	- mail.163.com (China)	90ms	38ms
i	- www.usa.com (USA)	250ms	226ms
j	- www.discuss.com.hk (Hong Kong)	30ms	5ms
Customer Services Performance
8	Bill Complaint Handling	95% cases will be processed within 5 working days	100%
9	Service Quality Complaint Handling	95% cases will be processed within 5 working days	100%
10	Hotline Enquiry Answered Rate	90% within 20 seconds	92%
Remarks:

Mobile Network Services Performance
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 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 is measured during busy hours at major public areas in Macao.
4.	The actual measurements are dependent on many factors and targets / pledges may not be achieved, including but not limited to network configuration, coverage, traffic conditions, user device and location, and conditions of external application servers.
5.	3G upload and download speeds measurement is in accordance with the highest speed offering.

Internet Network Services Performance
6.	Possible factors causing a difference of speed test result;
	- Amount of traffic on the shared Internet during the test period;
	- Processing speeds and capacity of servers and routers hosting the speed test application;
	- Operating system, web browser and version of Flash Player on the computer;
	- System configurations of the computer, including type of CPU, amount of RAM, speed of hard disk drive;
	- Performance of the broadband router the computer is connected to;
	- Actual capacity of the traffic may subject to the cost of Data Transmission Protocol or any other factors.
7.	Speed test is carried out from an Ethernet cable on your broadband modem to CTM Internet Exchange Center (namely local connection)
8.	Network latency means the round-trip delay time when ICMP reply request generated from the computer and obtained from the target server. The website selected for Network Latency test is for reference only.
9.	This service pledge does not apply to: (a) any of the scheduled service suspension; (b) any of unexpected incidents of the system; (c) any incident incurred in relation to any force majeure events including disaster, war, storm, adverse weather condition, fire, explosion, or any technical problem beyond the control of CTM.