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2
The availability of the core network, i.e. the percentage of the uptime of the core network in an
observation period.
Telecommunications
How we deliver quality
Service reliability:
Our network reliability consistently exceeds our target of 99.99%.
The mean time to recover a fault in the core network is 100% within 10 minutes, exceeding
our target (95% within 10 minutes)
2
.
Customer service:
Our average time to answer 90% of the customer calls to our hotline is less
than six seconds, consistently lower than our target (90% within 13 seconds). Our complaint
acknowledgement time (within one working day) and resolution time (>90% within three
working days) meet or exceed our targets.
Data privacy:
We strictly abide by our Privacy Policy to protect our customers’ personal
information from being misused.
What we achieve
We attained following awards:
2014 and 2015 Next Magazine Top Service awards – Mobile Network Service
Operators Category
2015 Next Magazine Top Service award – Internet Service Providers Category
Yahoo! Emotive Brand award 2013-2014 – Telecommunications Category
2015 Asia’s Best Managed Companies by FinanceAsia
- Ranked No. 2 Best CEO in Hong Kong
- Ranked No. 3 Best Corporate Governance in Hong Kong
- Ranked No. 4 Best Investor Relations and Best Managed Public Company in
Hong Kong
IT Infrastructure
How we deliver quality
Service quality:
We offer reliable, flexible and easily scalable IT/data centre solutions.
Our data centres are accredited to ISO 9001 Quality Management System standard and
ISO 20000 IT Service Management standard, and the new Tseung Kwun O data centre is
designed to a high international standard (Uptime Tier 3+ Standard to Tier 4).
Information security:
Our data centre service (iAdvantage) is certified to ISO 27001
Information Security Management standard to safeguard sensitive and private information.
What we achieve
We won the Computerworld Hong Kong’s 2015 Technology Company of the Year Award
(MatureCategory). This distinguished achievement acknowledges SUNeVision’s excellence in
service quality to local and overseas customers, which has been integral to the advancement
of the local IT industry.
Our data centres were also the Best Internet Service Provider in the Outstanding Information
Technology & Financial Enterprise Awards organized by Capital Magazine, Capital Web Site
and Hang Fung Gold Technology Group.
Value Created for Customers
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Sun Hung Kai Properties Limited Sustainability Report 2014/15