HKBN Support - Service Pledges

We are committed to making the highest availability of service to our customers

**Not for the event or circumstance beyond HKBN's control ("Force Majeure Event"). A Force Majeure Event includes but not limited to acts of God, war, civil disobedience, explosion, fire, typhoon, flood, government action, restraints imposed by government or any other regulatory authorities, labour disputes, trade disputes or delays of third parties over which HKBN has no control
**Network is referred to our core equipment in our Data Centers

Maintenance will be arranged to resolve the broadband service problems within 2 working days upon customers' request.

**Provided that HKBN's representatives and agents are given safe access to the customers' premises under normal weather condition, and without barrier to the accessibility exercised by any third party and at all reasonable times to install, inspect, maintain, repair, remove or recover the equipment or to do anything that is reasonably necessary for the provision of services;
**Not for the circumstances such as the problems caused by computer's software or hardware, or network equipment of customers;
**Any other uncontrollable factors, such as electricity suspension or customer's premises under construction or maintenance work by a third party

We target to achieve a combined answer rate of 90%, for our Customer Service Hotlines, Online platforms and Emails during normal business hours

We ensure our 100M customers would enjoy 80% of
downloading / uploading speed as entitled under their respective types of broadband speed.

**The speeds are measured from the customers' end up to HKIX, that means the local connection