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Általános Szerz dési Feltételek Internet Szolgáltatáshoz Készült: 2015.10.01 Utolsó módosítás dátuma: 2015.10.01 12:13 File név: altalanos szerzodesi feltetelek 2015-10-01-tol ervenyes.doc

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Min ségi mutatók megnevezése

Vállalt célértékek

a 12 §. (1) bekezdés a) pontja szerint az Eszr. 5. § (5) bekezdésében el írt 15 napos határid vonatkozásában a szolgáltatás igénybevételét lehet vé tev új el fizet i hozzáférési pont létesítésének és a szolgáltatásnyújtás megkezdésének az el fizet i szerz dés létrejöttét l számított, a vizsgálati tervben meghatározott mérések száma szerinti esetek 80%-ában vállalt határideje napokban (egy napnál rövidebb határid esetén órában);

15 nap

a 12 §. (1) bekezdés b) pontja szerint az Eszr. 2. § c) pontja szerinti hibabejelentés alapján lefolytatott hibaelhárításnak a vizsgálati tervben meghatározott mérések száma szerinti esetek 80%ában teljesítend határideje órában kifejezve, összhangban az Eszr. 9. § (3) bekezdésében foglaltakkal;

72 óra

12 §. (1) bekezdés c) pontja szerint a bejelentett díjreklamációk kivizsgálásának és elintézésének a vizsgálati tervben meghatározott mérések száma szerinti esetek 80%-ában teljesítend határideje napokban kifejezve, összhangban az Eht. 138. §-ával;

30 nap

a 12 §. (1) bekezdés d) pontja szerint a szolgáltatás éves szint rendelkezésre állása, százalékban kifejezve;

95%

a 12 §. (1) bekezdés e) pontja szerint a szolgáltató telefonos ügyfélszolgálati ügyintéz jének 60 másodpercen belüli él hangos bejelentkezésének százalékos aránya az ügyfélszolgálat felé indított sikeresen felépült hívások esetén

75%

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15 nap


72 óra


30 nap


95%


75%


16

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15 nap


72 óra


30 nap


95%


75%

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15 nap


72 óra


30 nap

a 12 §. (1) bekezdés d) pontja szerint a szolgáltatás éves szint rendelkezésre állása, százalékban kifejezve; a 12 §. (1) bekezdés e) pontja szerint a szolgáltató telefonos ügyfélszolgálati ügyintéz jének 60 másodpercen belüli él hangos bejelentkezésének százalékos aránya az ügyfélszolgálat felé indított sikeresen felépült hívások esetén

95% 75%

(5( 0&););05:65 7 6)01 ()( %&




15 nap


17

. a 12 §. (1) bekezdés b) pontja szerint az Eszr. 2. § c) pontja szerinti hibabejelentés alapján lefolytatott hibaelhárításnak a vizsgálati tervben meghatározott mérések száma szerinti esetek 80%ában teljesítend határideje órában kifejezve, összhangban az Eszr. 9. § (3) bekezdésében foglaltakkal;

72 óra


30 nap


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75%


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