(A) Definitions. For the purpose of this section, the following definitions shall apply unless the context clearly indicates or requires a different meaning.
BUNDLED SERVICES. Cable television service provided to a subscriber in conjunction with one or more cable and/or telecommunication-related services, including but not limited to cable modem and telephone service.
OUTAGE. A service interruption affecting three or more subscribers of the grantee. The term OUTAGE shall include loss of service of cable television, telephone, or cable modem, or any combination thereof.
SERVICE INTERRUPTION or INTERRUPTION. The loss of picture or sound on one or more cable television channels.
(B) Recordkeeping. The grantee shall maintain records of all service interruptions. Such records shall indicate the type of service interrupted (such as cable television, telephone, or cable modem), estimated number of subscribers affected, the date and time of first notification of the interruption, the date and time service was restored, the cause of the interruption and a description of the corrective action taken. Such records shall be available to the City during the grantee’s normal business hours and retained in the grantee’s files for not less than three years. Such records shall be submitted to the cable administrator on a monthly basis, commencing 12 months after service is provided to the first subscriber. The grantee shall provide such records in paper documentary form, as well as in such electronic forms and formats as the Cable Administrator may require. The cable administrator shall provide service interruption information, as appropriate, to federal and/or state regulatory authorities.
(C) Response time. Excluding conditions beyond the control of the grantee, the grantee will begin working on service interruptions promptly and in no event later than 24 hours after the interruption becomes known. The grantee must begin actions to correct other service problems the next business day after notification of the service problem.
(D) Customer credits. The grantee shall provide a credit or, in the case of a customer terminating service, a refund, to each customer of the grantee subject to a service interruption. The credit or refund shall be for the entire day on which the interruption occurs and for each additional day the interruption continues. The credit or refund shall apply to all services interrupted by the interruption. The grantee shall provide such credit or refund regardless of whether the customer requests a credit or refund or otherwise contacts the grantee. The grantee shall provide each such credit or refund pursuant to the schedule required by § 119.03(D).