(A) Each licensee shall at all times meet or exceed Federal Customer Service Standards and the subscriber service standards for subscribers set forth in this chapter and in its license. If there is a conflict among standards, the stricter standard shall prevail, unless preempted by federal law.
(B) Upon termination of cable services to any subscriber, a licensee shall promptly remove its converter equipment from the premises of such subscriber upon the subscriber's request.
(C) Licensee shall render efficient cable services, make repairs promptly, and interrupt cable services only for good cause and for the shortest time possible. Such interruptions, insofar as possible, shall occur during periods of minimum cable system use.
(D) Licensee shall not knowingly allow its cable or other operations to interfere with television reception of persons not serviced by licensee, nor shall the cable system interfere with, obstruct or hinder in any manner the operation of the various utilities serving the residents of the town.
(E) A licensee shall continue, through the term of the license, to maintain the technical, operational, and maintenance standards and quality of cable service set forth in this chapter and as specified in the license.
(F) Under normal operating conditions, each of the following 4 standards for subscribers will be met no less than 95% of the time measured on a quarterly basis:
(1) Standard drops will be installed within 10 business days after an order has been placed.
(2) Except for conditions beyond the control of the licensee, the licensee must take actions to correct its service problems the next business day after notification of the service problem and will begin working on service interruptions promptly and in no event later than 24 hours after the interruption becomes known.
(3) The "appointment window" for installations, service calls, and other installation activities will be either a specific time or, at a maximum, a 4-hour time block during normal business hours. (The licensee may schedule service calls and other installation activities outside of normal business hours for the express convenience of the subscriber.)
(4) If a licensee representative is running late for an appointment with a subscriber and will not be able to keep the appointment as scheduled, the licensee will attempt to contact the subscriber. The appointment will be rescheduled, as necessary, at a time convenient for the subscriber.
(G) Licensee shall respond immediately to any outage. It shall be deemed a violation if licensee exceeds a 4-hour average response time to outages during any consecutive 3-month period.
(H) Licensee shall respond and resolve all complaints within a reasonable time.
(Ord. 16-825, passed 9-13-2016)