Under normal operating conditions, franchisee
shall meet each of the following standards no less than 95% of the
time measured on a quarterly basis:
A. Standard installation will be performed within seven
business days after an order has been placed. "Standard" installations
are those that are located up to 125 feet from the existing distribution
system.
B. Excluding conditions beyond the control of the franchisee,
the franchisee will begin working on service interruptions promptly
and in no event later than 24 hours after the interruption becomes
known. The franchisee must begin actions to correct other service
problems the next business day after notification of the service problem.
C. The "appointment window" alternatives for installations,
service calls and other installation activities will be either a specific
time or, at a maximum, a four-hour time block during normal business
hours. (The franchisee may schedule service calls and other installation
activities outside of normal business hours for the express convenience
of the customer.)
D. A franchisee may not cancel an appointment with a
customer after the close of business on the business day prior to
the scheduled appointment.
E. If a franchisee representative is running late for
an appointment with a customer and will not be able to keep the appointment
as scheduled, the customer will be contacted. The appointment will
be rescheduled, as necessary, at a time which is convenient for the
customer.
F. Upon request, franchisee shall provide customers a
refund in the form of a credit for cable outages or interruptions
in service which exceed six hours. The amount of the credit shall
be based on the length of time of the cable interruption and the number
of channels affected by the outage.
For purpose of this Article
VIII, the following definitions apply:
NORMAL BUSINESS HOURS
Those hours during which most similar businesses in the community
are operating to service customers.
NORMAL OPERATING CONDITIONS
Those service conditions which are within the control of
the cable operator. Those conditions which are not within the control
of the cable operator include, but are not limited to, natural disasters,
civil disturbances, power outages, telephone network outages and severe
or unusual weather conditions. Those conditions which are ordinarily
within the control of the cable operator include, but are not limited
to, special promotions, pay-per-view events, rate increases, regular
peak or seasonal demand periods and maintenance or upgrade of the
cable system.
Franchisee shall provide parental control devices
to all subscribers who wish to be able to cut off any objectionable
channel or channels of programming or data service from the communications
service entering the subscriber's home. This control option shall
be at no charge.
Subject to compliance with federal law, if, at any time during the existence of any franchise granted pursuant to this ordinance, the Board shall find that it is in the public interest to regulate rates or services for the franchise, the provisions of Article
VIII, §
A87-45 of this ordinance shall have no further effect, and the rates and service of the franchise hereunder shall thereafter be regulated by such one or more resolutions as may be adopted from time to time by the Board establishing rates or services applicable to the franchise.