Under normal operating conditions, each of the following four standards will be met no less than 95% of the time measured on a quarterly basis.
(A) Standard installations will be performed within seven business days after an order has been placed. “Standard” installations are those that are located up to 1,000 feet from the existing distribution system.
(B) Excluding conditions beyond its control, a cable operator will begin working on “service interruptions” promptly and in no event later than 24 hours after the interruption becomes known. A cable operator must begin actions to correct other service problems the next business day after notification of the service problem. Except in emergency situations, all service problems shall be handled or corrected within 48 hours from the time the cable operator first received notification (except for intermittent problems not present at the time of the service call).
(C) The “appointment window” alternatives for installations, service calls and other installation activities will be either a specific time or, at maximum, a four-hour time block during normal business hours. A cable operator may schedule service calls and other installation activities outside of normal business hours for the express convenience of a customer.
(D) A cable operator may not cancel an appointment with a customer after the close of business on the business day prior to the scheduled appointment.
(E) If a cable operator representative is running late for an appointment with a customer and will not be able to keep the appointment as scheduled, the customer will be contacted. The appointment will be rescheduled, as necessary, at a time which is convenient for the customer.
(Prior Code, § 13.20.170) (Ord. 96-13.20, passed - -1996)