(a) Each provider granted a permit for cable television service in the City shall have at least one office located within Toledo adequately staffed to:
(1) Accept customer payments;
(2) To exchange or accept return of permittee provided equipment;
(3) Schedule and conduct technical calls; and
(4) Answer customer inquiries.
The office shall be staffed to respond to customers a minimum of forty-eight (48) hours a week, with a minimum of eight (8) hours per day on weekdays.
(b) The permittee shall provide customers with a toll-free or local telephone number for installation, service and complaint calls. On weekdays, during normal business hours, the permittee must have telephone lines and local office(s) open to respond to customers as provided in subsection (a) above. On Saturdays, permittee must have telephone lines and adequate staff available to:
(1) Accept equipment, such as converters, at its local office(s) or in the field;
(2) Schedule and perform emergency service or emergency technician calls;
(3) Accept payments either at its local office(s) or through arrangements with unaffiliated retailers; and
(4) Answer customer inquiries.
(c) The permittee shall perform standard installations and make repairs promptly and interrupt service only if necessary and for the shortest period possible. The permittee shall promptly notify the City of any significant service interruption in the operation of its cable television system. For purposes of this subsection, a significant service interruption shall mean any outage a duration of at least four (4) hours between the hours of 6:00 a.m. to 10:00 p.m. and eight (8) continuous hours between the hours of 10:00 p.m. and 6:00 a.m. to at least 2,000 of its customers.
(d) Technicians employed by the permittee and capable of performing service-related emergency repairs and maintenance must be available twenty-four (24) hours a day, including weekends and holidays. Under normal operating conditions, the permittee will begin repairing service interruptions promptly and in no event later than twenty-four (24) hours after the interruption becomes known (including weekends and holidays) unless the affected customer requests an appointment later than 24 hours after the interruption. Under normal operating conditions, the permittee must begin actions to correct service problems other than service interruptions the next business day after notification by a customer of the service problem unless the customer requests an appointment at a later date.
(Ord. 398-97. Passed 6-24-97.)