4.20.128.9.1. A franchisee shall obtain and maintain sufficient telephone lines and staffing so as not to delay unreasonably the answering of all telephone calls. Trained customer service representatives shall be available to respond to customer telephone inquiries during normal business hours, defined as not less than nine hours per business day Monday through Friday and four hours on Saturday.
4.20.128.9.2. Franchisee shall connect a telephone caller within thirty (30) seconds after the caller dials and "ringing" begins. This standard shall be deemed satisfied when a connection is made either to an automated attendant capable of responding to the subscriber's inquiry, such as an automatic response unit, or to a customer service representative capable of responding to the subscriber's inquiry. Under normal operating conditions, the caller will receive a busy signal less than three percent of the time.
4.20.128.9.4. Each of the standards set forth in this section shall be met no less than ninety five percent (95%) of the time, measured on a quarterly basis, under normal operating conditions. The franchisee maintains the burden of providing a statistical printout so that compliance can be determined. However, the franchisee will not be required to acquire equipment to measure compliance with the telephone answering standards above unless a historical record of complaints indicates a clear failure to comply.
4.20.128.9.5. During the hours when a customer service representative of franchisee is not on duty to receive calls, a qualified employee or contractor shall either be available to an adequately trained answering service or to an automated paging system to act upon subscriber calls to correct service interruptions in cable service as provided in this section. (Ord. 205 § 3, 2001)