1. Definitions. For purposes of this section, the following definitions shall apply:
A. The term “normal business hours” means those hours during which most similar businesses in the community are open to serve subscribers. In all cases, “normal business hours” shall include some evening hours at least one night per week and/or some weekend hours. The Grantee will notify its subscribers and the City of its “normal business hours.”
B. The term “normal operating conditions” means those service conditions which are within the control of the Grantee. Those conditions which are not within the control of the Grantee include (but are not limited to) natural disasters, civil disturbances, power outages, telephone network outages and severe or unusual weather conditions. Those conditions which are ordinarily within the control of the Grantee include (but are not limited to) special promotions, pay-per-view events, rate increases, regular peak or seasonal demand periods and maintenance or upgrade of the system.
C. The term “service interruption” means the loss of picture or sound on one or more channels.
2. Office Hours and Telephone Availability. The Grantee will maintain a local, toll-free or collect call telephone access line which will be available to subscribers 24 hours a day, seven days a week.
A. Trained representatives of the Grantee will be available to respond to subscriber telephone inquiries during normal business hours, as defined herein.
B. After normal business hours, an access line will be available to be answered by a service or an automated response system, including a phone answering system. Inquiries received after normal business hours must be responded to by a trained representative of the Grantee on the next business day.
Under normal operating conditions, as defined in subsection 1, telephone answer time by a customer representative, including wait time, will not exceed 30 seconds when the connection is made. If the call needs to be transferred, transfer time will not exceed 30 seconds. These standards will be met no less than 90 percent of the time under normal operating conditions, as measured by the Grantee on a quarterly basis. Under normal operating conditions, the subscriber will receive a busy signal less than 3 percent of the time. The Grantee shall not be required to acquire equipment or perform surveys to measure compliance with the telephone answering standards set forth in this subsection unless an historical record of complaints indicates a clear failure to comply with such standards.
3. Installations, Outages and Service Calls. Under normal operating conditions, each of the following standards will be met no less than 95 percent of the time, as measured by the Grantee on a quarterly basis.
A. Standard installations will be performed within seven business days after an order has been placed. “Standard” installations are those that are located up to 125 feet from the existing distribution system.
B. Excluding conditions beyond its control, the Grantee will begin working on service interruptions, as defined herein, promptly and in no event later than 24 hours after the interruption becomes known. The Grantee will begin actions to correct other service problems the next business day after notification of the service problem.
C. The Grantee will provide “appointment window” alternatives for installations, service calls, and other installation activities, which will be either a specific time or, at maximum, a four-hour time block during normal business hours.
D. The Grantee shall not cancel an appointment with a subscriber after the close of business on the business day prior to the scheduled appointment.
E. If a representative of the Grantee is running late for an appointment with a subscriber and will not be able to keep the appointment as scheduled, the subscriber will be contacted. The appointment will be rescheduled, as necessary, at a time which is convenient for the subscriber.
4. Billing. Bills will be clear, concise and understandable. Bills will be fully itemized, with itemizations including, but not limited to, basic and premium service charges and equipment charges. Bills will also clearly delineate all activity during the billing period, including optional charges, rebates and credit. In case of a billing dispute, the Grantee will respond to a written complaint from a subscriber with 30 days after receipt of the complaint. Refund checks will be issued promptly, but no later than either: (i) the subscriber’s next billing cycle following resolution of the request or 30 days, whichever is earlier, or (ii) the return of the equipment supplied by the Grantee if service is terminated. Credits for service will be issued no later than the subscriber’s next billing cycle following the determination that a credit is warranted.
5. Customer Complaint Form. The customer complaint form may be used by the City in order to assist in the resolution of customer complaints. Grantee will provide the City with copies of each customer complaint form received, and Grantee will further provide a written notice to the City of its action undertaken to resolve the complaint.