(A) Installation, outage and service calls. Under normal operating conditions, each of the following standards will be met no less than 95% of the time measured on a quarterly basis:
(1) Standard installations will be performed within seven business days after an order has been placed;
(2) Excluding conditions beyond the control of the operator, the cable operator will begin working on service interruptions promptly and in no event later than 24 hours after the interruption becomes known. The cable operator must begin actions to correct other service problems the next business day after notification of the service problem;
(3) The “appointment window” alternatives for installations, service calls and other installation activities will be either a specific time or, at a maximum, a four-hour time block during normal business hours. The operator may schedule service calls and other installation activities outside of normal business hours for the express convenience of the customer;
(4) An operator may not cancel an appointment with a customer after the close of business on the business day prior to the scheduled appointment; and
(5) 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.
(B) Compliance. The cable operator will provide detailed compliance records on a quarterly basis with respect to the objectively measurable standards herein. These reports shall be of a form and substance acceptable to the city.
(2004 Code, § 117.37) (Ord. 98-225, passed 6-9-1998)