Performance Pledges
Hong Kong Education City is committed to providing teachers and the public with high quality services. We take great concerns on user comments and satisfaction. In order to enhance our services and satisfy the needs of users, we set out the following targets.
User Account Opening/ Registration
Process user account application (online application)
within 2 working day
Review and endorsement of School Account and Principal Personal Account application (written application)
within 3 working days upon all the required information and supporting document being received
Web Service
Provide accessible and stable web service
99.9%
(24 hours every day and 7 days in every week in normal operation)
Inform user of scheduled maintenance work/ service suspension of web server
7 calendar days in advance
Resume web service in case of system failure
within 2 hours (excluding un-controllable external factors)
Customer Service
Response to enquiries at the ‘Live Chat’ (recorded before 3pm in working days)
reply within 3 hours (starting from the recorded time)
Response to enquiries at the ‘Live Chat’ (recorded after 3pm in working days)
reply before 12pm on the next working day
Handle written (including emails) enquiries
within 3 working days
Handle written complaints
issue acknowledgement within 3 working days and reply within 10 working days for the preliminary reply
Publication of annual report
4 months after the end of financial year