(a) Level of Service. Company shall provide within the City a Cable Television System, which will be capable of carrying video and audio programming, and data services, internet access and other forms of electronic or electric signals. The programming on said channels may include television programming available off the air and programming imported from distant markets and received from cable satellite networks. Except as otherwise provided in this article Company shall have the right to determine the programming and the time, place and manner in which such programming will be provided to Subscribers.
(b) Compliance with Industry Standards. The Company shall maintain its service in accordance with accepted standards of the industry, to provide its Subscribers with a high level of quality and reliability.
(c) Cable Television System Repairs. Whenever it shall be necessary to shut off or interrupt service for the purpose of making repairs, adjustments or installations, the Company shall do so at such time and as it will cause the least amount of inconvenience to its Subscribers and unless such interruption is unforeseen and immediately necessary, it shall give reasonable notice thereof to its Subscribers.
(d) Repair Service.
(1) Company shall maintain a repair department comprised of qualified technicians, to provide prompt and efficient repair service.
(2) Company shall maintain a toll free, locally listed telephone number operated so that requests for service can be received at any time. Company shall respond to requests for service within forty-eight (48) hours of Company’s receipt of such a request, provided that response time for service complaints shall be computed excluding Saturdays, Sundays and holidays.
(e) Subscriber Owned Equipment Excluded. The requirements for maintenance and repair shall not apply to television sets or other equipment owned by Subscribers.
(f) Installation of Service. Service to any Subscriber served by a standard aerial drop shall commence not later than seven business days after service is requested; service to any Subscriber served by a standard underground drop shall commence by not later than 45 days after service is requested unless additional time is required by severe weather or other circumstances outside of Company’s control. Company shall exert every reasonable effort to commence service to a subscriber served by a non-standard drop as expeditiously as possible. A standard drop, for which the Subscriber shall be charged Company’s standard installation fee, is an aerial drop running not more than one hundred fifty feet (150’) from feeder cable to the Subscriber’s structure; provided, that any installation which requires Company to place a drop underground or cross a street underground shall be considered a non-standard installation. An aerial drop in excess of one hundred fifty feet (150’) in length shall be considered a non-standard installation. If the Company fails to meet the above installation deadline, it shall credit the Subscriber’s account in the amount of a standard installation charge. If the Company schedules an appointment with a Subscriber for an installation, repair or other service call, and the Company fails to arrive at the Subscriber’s premises within 30 minutes of the scheduled time or scheduled window of time (which window shall not exceed four hours) for reasons not caused by the Subscriber, the Company shall not charge the Subscriber for any make-up or late installation. The Company shall apply a twenty dollars ($20.00) credit to the Subscriber’s account for any late service call as defined above.
(Ord. 11-2005. Passed 2-15-05.)