TWC shall maintain a telephone system throughout the term of this chapter for receiving requests for repair or installation services, for reporting outages and for responding to billing questions or public complaints. The telephone lines shall be answered eight (8) hours per day, seven (7) days per week by the TWC's Customer Service Representative. The telephone system will be equipped so that, at a minimum:
(a) The customer will receive a busy signal less than three percent (3%) of the total time measured on an annual basis;
(b) Telephone answer time by a customer service representative, including wait time and the time required to transfer the call, will not exceed twenty seconds (this standard will be met by no less than eighty percent (80%) of the calls received, measured on an annual basis).
(Ord. 1994-51. Passed 8-9-94.)