Service Performance of Limited Mobility Fixed Network

NO

SERVICE QUALITY

PARAMETER

STANDARD

QUALITY YEAR 2008

1

Standard of Bill Performance

Percentage of complaints to bill accuracy within one month

 ≤   5%

0.277%

Percentage of complaints settlement to bill accuracy completed within 15 work days

 ≥ 90%

100%

Percentage of complaints settlement to accuracy of prepaid charging completed within 15 work days

 ≥ 90%

100%

2

Standard of activation request fulfillment 

Percentage of postpaid activation request fulfillment within 5 work days

 ≥ 90%

100%

Percentage of prepaid activation request fulfillment within 24 hours

≥ 98%

100%

3

Standard of subscribers general complaints handling

Percentage of handling of subscribers general complaints responded within a period of 12 months

 ≥ 85%

97.46%

4

Standard of disturbance report rate

Number of disturbance report per 1000 subscribers

 ≤   50

29.17

5

Standard of Service Level Call Center of Subscribers service 

Percentage of operator call center response to subscribers call within 30 seconds

 ≥ 75%

83.95%

NO

NETWORK PERFORMANCE

PARAMETER

STANDARD

REALIZATION

1

Standard Endpoint Service Availability

Percentage of number of calls not having dropped call and blocked call

≥ 90%

97.99%

Percentage of dropped call

 ≤   5 %

1.20%

2

Standard of short message service performance

Percentage of number of successful short message service with time interval of sending and receiving delivery not more than 3 minutes

≥ 75%

96.50%