(a) Interruption of Service. TWC shall exercise its best efforts to limit any scheduled interruption of any cable service for any purpose to periods of minimum use.
(b) Time Periods by Which Outages Must Be Corrected and Repairs Made.
(1) TWC shall maintain sufficient repair and maintenance crews to correct outages promptly and, excluding situations beyond TWC's control, no later than twenty-four (24) hours after TWC becomes aware of the outage. TWC shall maintain sufficient repair and maintenance crews so that, under normal operating conditions, service problems will be repaired within thirty-six (36) hours after TWC receives the request if received during the normal work week and within forty-eight (48) hours if received on weekend days.
(2) In cases where it is necessary to enter upon a subscriber's premises to correct any service problem, the appointment window alternatives will be morning or afternoon during normal business hours. Based on community needs, TWC may schedule supplemental hours during which appointments can be set.
(c) Failure to Meet Time Periods May Be Excused. TWC's failure to correct outages or to make repairs within the stated time periods shall be excused if TWC could not obtain access to the Subscriber's premises. TWC shall provide written notice at the Subscriber's premises that they were present.
(d) No Charge For Repair Service. TWC shall not impose any fee or charge any Subscriber for any service call to his or her premises to perform any repair or maintenance work, unless such work was necessitated by an intentional act or gross negligence of such Subscriber, or if the Subscriber's equipment was determined to be at fault.
(e) Service Calls to be Provided on a Nondiscriminatory Basis. TWC shall provide all service calls on a nondiscriminatory basis.
(f) Refund Policy. TWC agrees to voluntarily refund a pro-rata share of Subscriber's bill when service has been unavailable for twelve consecutive hours within a twenty-four (24) hour period. Such refund will be issued by Grantee without any action by Subscriber. Such refund will be credited to the Subscriber's bill. In addition, TWC agrees to refund a pro-rata share of the Subscriber's bill upon Subscriber's request if service is unavailable for two consecutive hours within a twenty-four (24) hour period.
(Ord. 1994-51. Passed 8-9-94.)