(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 cable system, preferably between midnight and 6:00 a.m. local time.
(B) The grantee shall maintain a repair force of technicians normally 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 requests 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 that affects five or more subscribers. On weekends, an outage affecting fewer than five subscribers shall result in a service call no later than the next business day.
(3) For inferior signal quality: within two business days of receiving a request for service identifying a problem concerning picture or sound quality.
(C) 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 work on the problem. In the case of a subscriber not being home when the technician arrives, the technician shall leave written notification of arrival.
(D) Grantee shall not charge for the repair or replacement of defective or malfunctioning equipment provided by grantee to subscribers, unless the defect was caused by the subscriber, or the equipment owned by the subscriber requires repair or replacement.
(E) Unless excused, grantee shall determine the nature of the problem resulting in a request for service within two business days of beginning work and resolve all cable system related problems within five business days unless technically infeasible.
(Ord. 1048, passed 1-22-02)