Parameter | General Description and Definition | Performance Target | ||
---|---|---|---|---|
Network Reliability | Service Availability | The availability of the core network i.e. the percentage of the uptime of the core network in an observation period. | 99.99% | 100% |
Service Restoration | Time to Repair | The mean time to recover a fault in the core network | 95% within 10 minutes | 100% |
Customer Hotline performance 1 | Hotline Answer Time | 4G: 85% within 30 sec | 88.14% | |
Customer Complaint Handling 2 | Complaint Acknowledgment - the meantime to acknowledge within 1 working day upon receipt during office hours | 90% | 96.74% | |
Complaint Handling - the meantime to provide first resolution to customer within 4 working days | 90% | 97.29% | ||
Technical Performance 3 | DL/UL Speed | Downlink: 10 Mbps - 80 Mbps Uplink: 2 Mbps - 30 Mbps |
Downlink: 13.5 Mbps - 333 Mbps Uplink: 2.0 Mbps - 65.6 Mbps |
|
Latency | 30ms - 90ms | 17ms - 52ms |
4G Performance Pledge
Remarks: