(A) Cable System Office Hours And Telephone Availability: The grantee will maintain a local, toll-free or collect call telephone access line which will be available to its subscribers twenty four (24) hours per day, seven (7) days per week. Trained company representatives will be available to respond to customer telephone inquiries during normal business hours. After normal business hours, the access line may be answered by a service or an automated response system, including an answering machine. Inquiries received after normal business hours must be responded to by a trained company representative on the next business day. Customer service center and bill payment locations will be open at least during normal business hours.
(B) Installation, Outages And Service Calls:
1. Standard installations will be performed within seven (7) business days after an order has been placed. "Standard" installations are those that are located up to one hundred twenty five feet (125') from the existing distribution system.
2. Excluding conditions beyond the control of the grantee, the grantee will begin working on "service interruptions" promptly and in no event later than twenty four (24) hours after the interruption becomes known. The grantee 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 a four (4) hour time block during normal business hours. The grantee may schedule service calls and other installation activities outside of normal business hours for the express convenience of the customer.
4. If grantee's 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.
5. If the grantee's service representative appears for an appointment scheduled by a customer within the time period promised and no one is present at the customer's dwelling to permit necessary physical access to the dwelling unit, then grantee may charge the customer for the service call, up to a maximum of twenty five dollars ($25.00). (Ord. 755, 8-9-2001)