1. General complaints do not include the following situations: failure to contact the customer, or difficulty in conducting fault evaluation and testing due to insufficient data and/or related documents provided by the customer. In addition, complaints that require on-site testing or testing with other service providers or contractors are not included.

2. The download speed above the MTel Telecom Fiber Broadband Service Plan refers to the maximum achievable speed between the customer's modem and the MTel Telecom local telecommunications room, but the actual performance speed may vary depending on factors such as the performance and configuration of the customer's personal device (such as a computer, phone, or router), as well as the local network situation of the visited website.

three There may be differences in the results of customer self testing, including:

 -During this testing time, some bandwidth was shared with other devices;

 -Test the server and processing speed and capacity of the website;

 -The operating system, web browser, and other software versions of the computer used for testing;

 -The system configuration of the computer used for testing, including processor type (CPU), system memory capacity (RAM), and hard disk speed (HDD), etc;

4. Network latency refers to the round-tripdelay time on the network when the client terminal sends ICMP response requests to the target server and obtains the response from the target server. The website extracted from network latency testing is only for reference purposes.

5. This service indicator does not apply to (a) any scheduled suspension of service; (b) Sudden system failure; (c) During large-scale events; (d) Malfunctions caused by natural disasters, wars, storms, adverse weather, fires, explosions, or any mandatory circumstances beyond the control of MTel Telecom.