(A) Repair. Any damage caused by the grantee’s negligence shall be repaired fully by the grantee.
(B) Office and phone for service. The grantee shall maintain an office in the city, which shall be open during all usual business hours, shall have a locally listed telephone and shall be so operated that complaints and requests for repair or adjustment may be received at any time. Alternatively, the franchise may designate an agent who has an office in the city and who is authorized to receive complaints and requests for repairs or adjustments. In addition, the grantee shall maintain a convenient service in the city during normal business hours for the receipt of sums due by its subscribers and shall provide for regular billing of accounts.
(C) Notification of service procedures. The grantee shall furnish each subscriber, at the time service is installed, written instructions that clearly set forth procedures for placing a service call, requesting an adjustment or making a complaint or request.
(D) Service response time. The grantee shall use its best efforts to provide prompt service response for all complaints and requests for repairs or adjustments. In no event shall response time exceed 24 hours, except in circumstances beyond the reasonable control of the grantee.
(E) Service interruptions and notification. The grantee shall interrupt system service after 7:00 a.m. and before 1:00 a.m. only with good cause and for the shortest time possible, and, except in emergency situations, only after publishing notice of service interruption in a newspaper of general circulation in the city at least 24 hours in advance of the service interruption. Service may be interrupted between 1:00 a.m. and 7:00 a.m. for routine testing, maintenance and repair, without notification, any night except Friday, Saturday or Sunday, or the night preceding a holiday.
(F) Moving of buildings.
(1) The grantee shall, on the request of any person holding a building moving permit issued by the Building Commissioner, temporarily raise or lower its wires to permit the moving of a building. The expense of such temporary removal, raising or lowering of wires shall be paid by the person requesting the same, and the grantee may require the payment in advance. The grantee shall be given not less than 15 days’ advance notice of any move contemplated to arrange for temporary wire changes.
(2) The city shall notify the grantee at least ten days prior to the intention of the city to commence any construction in the streets that requires the relocation of the grantee’s lines, wires or other network appurtenances so as not to interfere with the construction.
(3) If permanent use of a street is denied to the grantee by the city for any reason, the grantee shall provide service to affected subscribers over alternate routes within a reasonable period of time.
(G) Subscriber’s right to cancel service.
(1) Any subscriber may cancel any or all service packages upon 30 days’ written notice to the grantee.
(2) Upon termination of service to any subscriber, the grantee shall promptly remove all of its facilities and equipment from the subscriber’s premises upon his or her request.
(H) Abandonment of service.
(1) After the grantee has established service pursuant to this chapter in the franchise area, the service shall not be suspended or abandoned in the whole or any part of the franchise area unless the suspension or abandonment is authorized in writing by Council.
(2) Whenever the grantee files with Council a written application alleging that the public interest no longer requires that the grantee furnish service pursuant to this chapter in the whole or in any part of the franchise area, Council may take evidence upon that question and make a finding with respect to it. If Council finds that the public interest no longer requires that the grantee furnish service, Council may authorize suspension or abandonment of service upon such reasonable terms and conditions as it may prescribe.
(2000 Code, § 5.12.260)