(a) Grantee shall interrupt system service only with good cause and for the shortest time possible and, except in emergency situations, only after periodic cablecasting notice of service interruption for two days prior to the anticipated interruption. Services may be interrupted between 1:00 a.m. and 5:00 a.m. for routine testing, maintenance and repair, without notification, any night except Friday, Saturday, Sunday, holidays or the night preceding a holiday.
(b) Grantee shall maintain a written log, or an equivalent stored in computer memory and capable of access and reproduction in printed form, of all subscriber complaints. Such log shall list the date and time of such complaints, identifying the subscribers and describing the nature of the complaints and when and what actions were taken by Grantee in response thereto. Such log shall be kept at Grantee's local office, reflecting the operations to date for a period of at least three years, and shall be available for public inspection during regular business hours. Grantee shall submit a summary of such complaints monthly to the Authority for its review or a copy thereof if the Authority so requests.
(c) For purposes of this section "service interruption" means any loss or distortion of . picture and/or sound on one or more channels; "subscriber problem" means a service interruption affecting a single subscriber; "outage" shall mean a service interruption affecting two or more subscribers. Grantee shall maintain a sufficient repair force of competent technicians so as to respond effectively, under normal operating conditions as specified in Section 820.58, to any subscriber problem or outage within the following time periods, unless the applicable period is extended at the request of the subscriber or extended pursuant to the requirements of any applicable law or regulation:
(1) Subscriber problem: "Same day" service, seven days a week for all requests for service received prior to 12:00 p.m. each day. In no event shall the response time for notice received after 12:00 p.m. exceed 24 hours, including weekends and holidays, from the time Grantee receives notice of the problem.
(2) Outage: Within two hours, including weekends and holidays, from the time Grantee discovers or receives notice of the outage.
(d) Upon receipt of a request for service, Grantee shall establish a four hour appointment window with the subscriber (or adult representative of the subscriber). Grantee shall respond to the request for service within such established appointment window. In the event access to the subscriber's home is not made available to Grantee's technician when the technician arrives during the established appointment window, the technician shall leave written notification stating the time of arrival and requesting that Grantee be contacted again to establish a new appointment
window. In such case, the required response time for the request for service shall be 24 hours from the time Grantee is contacted to establish the new appointment window. Notwithstanding the foregoing, if Grantee's technician telephones the subscriber's home before or during the appointment window and is advised that the technician will not be given access to the subscriber's home during the appointment window, then the technician shall not be obliged to travel to the subscriber's home or to leave the written notification referred to above; and the burden shall again be upon the subscriber (or adult representative of the subscriber) to contact Grantee to arrange for a new appointment window, in which case the required response time for the request for service shall again be 24 hours from the time Grantee is contacted to establish the new appointment window.
(e) Except as otherwise provided in division (d) of this section, Grantee, under the provisions of this Section 820.58, shall be deemed to have responded to a request for service, a subscriber problem, or an outage only when sufficient technicians arrive at the service location, begin work on the request for service or remedial work, as the case may be, and proceed diligently to complete such work.
(f) No charge shall be made to the subscriber for any service call unless the problem giving rise to the service request can be demonstrated by Grantee to have been:
(1) Caused by subscribed negligence;
(2) Caused by malicious destruction of cable equipment; or
(3) A problem previously established as having been noncable in origin.
(g) All service personnel of Grantee or its contractors or subcontractors who have as part of their normal duties contact with the general public shall wear on their clothing a clearly visible identification card bearing their name and photograph. Grantee shall account for all identification cards at all times. Every service vehicle of Grantee shall be clearly identifiable by the public as such a vehicle.
(Ord. 141. Passed 2-12-03.)