§ 10-113. Installations, outages and service interruptions.

(a)

The company shall maintain an emergency system maintenance and repair staff, capable of responding to and repairing major system malfunction on a twenty-four-hour basis, seven (7) days a week, including holidays.

(b)

The company shall, under normal operating conditions, respond to each of the following subscriber requests for service no less than ninety-five (95) percent of the time measured on a quarterly basis:

(1)

For a service interruption: "Same day" service response and repair, Monday—Saturday, for all complaints and requests for repairs or adjustments received prior to 12:00 noon. In no event shall the response and repair time for calls received subsequent to 12:00 noon exceed twenty-four (24) hours, including weekends and holidays, from the time of receiving a subscriber's request for service.

(2)

For a system outage: Within two (2) hours, including weekends and holidays, after receiving knowledge of such malfunction.

(3)

For inferior signal quality: Within forty-eight (48) hours including weekends and holidays, of receiving a request for service identifying a problem concerning picture or sound quality.

(4)

[Standard installations.] Standard installations shall be performed within seven (7) business days after an order has been placed, in all areas where trunk and feeder cable have been activated. "Standard" installations are those that are located one hundred twenty-five (125) feet from the existing distribution system.

(5)

For any other service problem: Within seven (7) business days of receiving a request for repair or adjustment to cable equipment or installation and hanging or damaged wires or lines, or any other service-related problem.

(c)

The company shall be deemed to have responded to a request for service under the provisions of this section when a trained and competent technician arrives at the service located, is provided access, and begins work on the problem.

(d)

The company shall make every effort to complete work and restore service within one (1) service response. For technically difficult problems and/or if the problem is caused by the cable system, the company shall determine the nature of the problem within forty-eight (48) hours of beginning work and shall resolve the problem and all cable system-related problems within three (3) business days, unless technically impossible.

(e)

The company shall schedule an appointment for installations and services either at a specific time, or, at maximum, within a specified four-hour time block during normal business hours.

(f)

The company may not cancel an appointment with a subscriber after the close of business on the business day prior to the scheduled appointment.

(g)

If a cable operator representative is running late for an appointment with a customer and will not be able to keep the appointment as scheduled, the company shall contact the customer. The appointment shall be rescheduled, as necessary, at a time which is convenient for the customer. The company shall not cancel this appointment.

(h)

For installations performed between April 15 and November 1 of each calendar year, the company shall, at its sole expense, cause all drops required to be properly buried no later than thirty (30) days of the installation. For installations made between November 2, and April 14, drops shall be buried no later than ninety (90) days after April 15 of the calendar year.

(i)

All officers, agents, or employees of the company or its contractors or subcontractors that have customer contact shall wear on their outer clothing a photo identification card bearing their name and photograph. The company shall account for all identification cards at all times. Every vehicle of the company or its major subcontractors that have customer service contact shall be clearly identified as working for the company.

(j)

No charge shall be made to the subscriber for the repair or replacement of defective company-owned equipment provided by the company to the subscriber.

(k)

The company shall interrupt service only for good cause and for the shortest time possible. Good cause shall mean reasons such as plant maintenance, repairs or replacement of obsolete, old or damaged system equipment, or system upgrades. Scheduled interruptions for major system upgrades shall be preceded by notice to subscribers. Insofar as possible, interruptions shall occur between 1:00 a.m. and 6:00 a.m., although an exception shall be made for scheduled system upgrades preceded by notice to the subscriber.

(l)

The company shall maintain a written log, or an equivalent stored in computer memory and capable of access and reproduction in printed form, listing the time, date and nature for 1) all service calls that result in a service call, 2) all service responses and disposition, and 3) all service interruptions. Such log shall be kept periodically available, and, upon request, shall be submitted to the cable commission for the preceding forty-five (45) days.

(Ord. No. 80-470, § 1, 11-9-94)