(A) A company shall put, keep and maintain all parts of the system in good condition throughout its entire franchise.
(B) Temporary service drops:
(1) A company will put forth every effort to bury temporary drops within ten working days after placement. Any delays for any other reason than listed will be communicated to the Town. These delays will be found understandable and within the course of doing business by the Town: weather, ground conditions, street bores, system redesign requirements and any other unusual obstacle such as obstructive landscaping that is created by the customer;
(2) The company will provide monthly reports to the Town, in care of the cable advisory commission, or its successor, on the number of drops pending.
(C) A company shall render efficient service, make repairs promptly and interrupt cable service only for good cause and for the shortest time possible. Such interruptions, insofar as possible, shall be preceded by notice and shall occur during periods of minimum system use.
(D) A company shall not allow its cable system or other operations to interfere with television reception of persons not served by a company, nor shall the system interfere with, obstruct or hinder in any manner the operation of the various utilities serving the residents within the confines of the Town.
(E) A company shall have knowledgeable, qualified company representatives available to respond to subscriber telephone inquiries Monday through Friday between the hours of 8:00 a.m. and 6:00 p.m., and on Saturday between the hours of 9:00 a.m. and 5:00 p.m.
(F) Under normal operating conditions, telephone answer time, including wait time and the time required to transfer the call, shall not exceed 30 seconds. This standard shall be met no less than 90% of the time as measured on an annual basis.
(G) Under normal operating conditions, the subscriber will receive a busy signal less than 3% of the total time that the office is open for business as measured on an annual basis.
(H) A customer service center in the Town will be open for subscriber transactions Monday through Friday from 8:00 a.m. to 5:00 p.m., unless there is a need to modify those hours to more appropriately fit the needs of the Town or the subscribers. A company will seek other locations to arrange for one or more payment agents within the Town where subscribers can pay bills.
(I) Under normal operating conditions, each of the following standards will be met no less than 95% of the time as measured on an annual basis.
(1) Standard installations will be performed within seven business days after an order has been placed. A standard installation is one that is within 150 feet of the existing cable system.
(2) Excluding those situations which are beyond the control of the cable system, a company will respond to any cable service interruption (area or neighborhood outage affecting two or more customers) promptly and in no event later than 24 hours from the time of initial notification. All other regular service requests will be responded to within 36 hours during the normal work week for the company. The appointment window alternatives for installations, service calls and other installation activities will be: morning, afternoon and all day, during normal business hours for the company. A company will schedule supplemental hours during which appointments can be scheduled based on the needs of the Town, the subscribers and other residents in the community. If at any time an installer or technician is running late, an attempt to contact the subscriber will be made and the appointment rescheduled as necessary at a time that is convenient to the subscriber.
(3) A company shall maintain a written log for all cable service interruptions, including trunk and feeder line outages, and the record shall be kept for a period of three years.
(J) Upon interruption of a subscriber’s cable service, if notice of such interruption has been provided by such subscriber to the company and the subscriber has requested the credit provided for below, the following shall apply:
(1) For service interruptions of over four consecutive hours and up to seven days, a company shall provide a credit of one-thirtieth of one month’s fees for affected services for each 24-hour period service is interrupted for four or more consecutive hours for any single subscriber, with the exception of subscribers disconnected because of non-payment or excessive signal leakage.
(2) For interruptions of seven days or more in one month, a company shall provide a full month’s credit for affected services for all affected subscribers.
(3) Nothing in this subsection limits a company from applying a rebate policy more liberal than these requirements.
(K) The company will provide written information in each of the following areas at the time of installation and at any future time upon the request of a subscriber:
(1) Product and services offered;
(2) Prices and service options;
(3) Installation and service policies; and
(4) How to use the cable services.
(L) Bills will be clear, concise and understandable.
(M) Refund checks will be issued promptly, but no later than a subscriber’s next billing cycle following the resolution of the request and the return of the equipment by a company if cable service has been terminated.
(N) Subscribers will be notified a minimum of 30 days in advance of any rate or channel change, provided that the change is within the control of a company.
(O) A company shall maintain and operate its network in accordance with the rules and regulations as are incorporated herein or may be promulgated by the FCC, the United States Congress or the state.
(P) A company shall, throughout the term of its franchise, maintain high quality service.
(Q) A company shall, within seven days after receiving a written request from the Town, send a written report to the Town with respect to any particular subscriber complaint. The report shall provide a full explanation of the investigation, findings and corrective steps taken by a company.
(R) All field employees of a company shall carry identification indicating their employment with a company.
(S) A company, via its computer system, will maintain a service log which will indicate the nature of each subscriber service problem, the remedy to the problem and the order and resolution time and date for one year.
(`83 Code, § 13-523)