We are committed to providing customers with the highest possible levels of service quality and customer satisfaction. This performance target sets out the standard of service that we aim to deliver to customers. The actual performance will be measured and published on a quarterly basis

Remarks:

1. This service pledge does not apply to the period of unexpected incidents (e.g. system outage and typhoon) or during the launch of large-scale campaigns.  
2. General complaints do not include scenarios where the relevant customer is not reachable or when the information and/or supporting documents provided by the customer are insufficient to carry out trouble-shooting and testing. General complaints also do not include cases which require on-site testing or joint testing with other service providers or contractors be carried out.  
3. The actual service performance is measured during busy hours at major public areas in Macao.   
4. The actual measurements are dependent on many factors and targets / pledges may not be achieved, including but not limited to network configuration, coverage, traffic conditions, user device and location, and conditions of external application servers.  
5. Possible factors causing a difference of speed test result;  
     - Amount of traffic on the shared Internet during the test period;  
     -  Processing speeds and capacity of servers and routers hosting the speed test application;  
     -  Operating system, web browser and version of Flash Player on the device;  
     - System configurations of the device, including type of CPU, amount of RAM, speed of hard disk drive;   
     - Performance of the broadband router the device is connected to;  
     - Actual capacity of the traffic may subject to the cost of Data Transmission Protocol or any other factors.  
6. Speed test is carried out from an Ethernet cable on your broadband modem to CTM Internet Exchange Center (namely local connection)  
7. Network latency means the round-trip delay time when ICMP reply request generated from the computer and obtained from the target server. The website selected for Network Latency test is for reference only.   
8. This service pledge does not apply to: (a) any of the scheduled service suspension; (b) any of unexpected incidents of the system; (c) any incident incurred in relation to any force majeure events including disaster, war, storm, adverse weather condition, fire, explosion, or any technical problem beyond the control of CTM.