A. Except in times of a natural or man-made emergency, or an appointment scheduled with the mutual consent of a subscriber, an MCS provider shall respond to the service inquiries, requests, and complaints of subscribers, within such MCS provider's normal business or service hours, and within the time schedules detailed in subsections (B) through (I) of this Section. Moreover, except in emergency situations, an MCS provider shall inform the customer whether the service call is scheduled for the morning, afternoon, or evening hours. If the service call has to be canceled or rearranged, then the MCS provider shall make every effort to notify the customer as soon as possible, and if desired by the subscriber shall reschedule the service call for a time within twenty-four (24) hours of the cancellation.
B. In the case of a signal or service interruption, a non-exempt MCS provider shall respond to, and make repairs as are necessary to resume the signal or service to the subscriber within twenty-four hours (24) from the time the non-exempt MCS provider first received notification of the signal or service interruption.
C. In the case of a "blank" or "no-picture" situation of any given level of billing or service, a non-exempt MCS provider shall respond to, and make repairs as are necessary to return the multi-channel service system picture within twelve hours (12) from the time the non-exempt MCS provider first received notification of the "blank" or "no-picture" situation.
D. In the case of a defective, improperly operating, or non-operating piece of equipment, a non-exempt MCS provider shall respond to, and make repairs as are necessary to correct the problem within twenty-four (24) hours from the time the MCS provider first received notification of the defective, improperly operating, or non-operating piece of equipment.
E. In the case of repair to a piece of equipment in a subscriber's residence, or repair to the cable (coaxial, fiber or functional equivalent), the repair should be completed, and the situation resolved, at the conclusion of the first service visit. If the repair is not completed and resolved within three (3) visits, and if as a result of the insufficient repair, a situation remains wherein there is a visually or audibly detected degradation of a multi-channel signal by human eye or ear, then the MCS provider must immediately, and completely replace all drop cable (coaxial, fiber or its functional equivalent), and/or any necessary MCS provider equipment at no charge.
F. In no case shall a subscriber's service request or inquiry go unresponded or unattended to for more than twelve (12) hours from the time the MCS provider first received notification of the service inquiry or request. Moreover, except in emergency situations, all requests and inquiries shall be handled or corrected within thirty-six (36) hours from the time the MCS provider first received notification. If a cancellation of a service call occurs, then the MCS provider shall re-schedule the call in a manner consistent with the guidelines expressed in subsection (A) of this Section.
G. A complaint/inquiry regarding loss of all channels comprising a service level, cluster, or tier will be responded to, and corrected, within six hours (6) from the time the MCS provider first received notification of the loss of all channels comprising a service level, or service tier, or service cluster.
H. In case of a dispute concerning the precise time that the MCS provider received notification, or the precise circumstances surrounding the MCS provider receiving the notification, or whether notification was received at all, the Council/franchising authority shall reserve the right and authority to settle such a dispute.
I. New installations, upgrades, or reconnections of multi-channel service by an MCS provider shall be performed and completed within seven (7) days of a customer requesting such a new installation, upgrade, or reconnection.