(A) Grantee shall render efficient service, make repairs promptly, and interrupt service only for good cause and for the shortest time possible. Scheduled interruptions, insofar as possible, shall be preceded by notice and shall occur during a period of minimum use of the system, preferably between midnight and 6:00 a.m. Grantee shall maintain a repair force of technicians generally capable of responding to subscriber requests for service within the following time frames:
(1) For a system outage: Within two hours, including weekends, of receiving subscriber calls or request for service which by number identify a system outage of sound or picture of one or more channels, affecting at least 10% of the subscribers of the system.
(2) For an isolated outage: Within 24 hours, including weekends of receiving requests for service identifying an isolated outage of sound or picture for one or more channels.
(3) For inferior signal quality: Within 48 hours, including weekends, of receiving a request for service identifying a problem concerning picture or sound quality.
(B) Grantee shall be deemed to have responded to a request for service under the provisions of this section when a technician arrives at the service location and begins works on the problem. In the case of a subscriber not being home when the technician arrives, the technician shall leave written notification of arrival. Three successive subscriber failures to be present at an appointed time shall excuse grantee of duty to respond.
(C) No charge shall be made to the subscriber for any service call unless the service request can be demonstrated to be unrelated to the cable system or to involve subscriber negligence, or damage to grantee's property by the subscriber.
(D) Unless excused, grantee shall determine the nature of the problem within 48 hours of beginning work and resolve all cable system related problems within five business days unless technically unfeasible.
(Ord. 94-09, passed 9-12-94)