We are committed to providing guaranteed business broadband and business voice services. In case the upload/ download speed of our business broadband service is less than 80Mbps, or our system or equipment/ accessories make you unable to use our business voice service, we will compensate twice the amount of the relevant service fee charged for the dates affected on a pro-rata basis.
|Business broadband service||No less than 80Mbps|
|Business voice service||Uptime service|
We value our business relationship and are confident of our service quality. To uphold our service pledge, we offer dual commitment to ensure customers can benefit from a double cooling-off period.
|After registration||14 days|
|After installation||14 days|
We are committed to completing service provision for customers as soon as possible.
|Business broadband service||5 working days|
|Business voice service||5 working days|
We are committed to resolving every problem during service provisioning in order to make our services the preferred choice.
|Business broadband service||Within 5 hours (90%)|
|Business voice service||Within 6 hours (90%)|
|Data Service||Within 5 hours (90%)|
We listen to customers’ questions and concerns, and strive to respond fairly and promptly. In case if customers are not satisfied with our service, they are welcome to contact us to share their opinion and reasons for dissatisfaction.
|Standard lead time|
|a. Customer Service Hotline||Answered calls by Customer Services Officer within 7 rings (90%)|
|b. Customer complaints handling|
|- Acknowledgement of receipt of the case||Within 1 working day (90%)|
|- General complaint handled with solution provided||Within 5 working days (85%)|