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SECTION 6.52.060. MINIMUM CONSUMER PROTECTION AND SERVICE STANDARDS <br /> <br />A. Operational Standards <br /> <br /> (1) Except as otherwise provided in the Franchise Agreement, Grantee shall <br />maintain the necessary facilities, equipment and personnel to comply with the following <br />Consumer protection and service standards under normal conditions of operation: <br /> <br /> (a) Sufficient toll-free telephone line capacity dudng normal business <br />hours to assure telephone answer time by a Customer service representative, including <br />wait time, shall not exceed thirty (30) seconds; and callers needing to be transferred <br />within Grantee's operation shall not be required to wait more than thirty (30) seconds <br />before being connected to a service representative. Under normal operating <br />conditions, a caller shall receive a busy signal less than three percent (3%) of the time. <br /> <br /> (b) Emergency toll-free telephone line capacity on a twenty-four (24) hour <br />basis, including weekends and holidays. After normal business hours, the telephone <br />calls may be answered by a service or an automated response system, including an <br />answering machine. Calls received after normal business hours must be responded to <br />by a trained company representative on the next business day. During periods when <br />an answering service or machine is used, Grantee shall provide on-call personnel who <br />shall contact the answering service or machine, at a minimum, every four hours to <br />check on requests for service or complaints. <br /> <br /> (c) A conveniently located local business and service and/or payment <br />office open during normal business hours at least eight (8) hours daily, and at least four <br />(4) hours weekly on evenings or weekends, and adequately staffed to accept <br />Subscriber payments and respond to service requests and complaints. The Grantee <br />may petition the Grantor to reduce its business hours if the extended hours are not <br />justified by Subscriber demand. <br /> <br /> (d) An emergency System maintenance and repair staff, capable of <br />responding to and repairing major System malfunction on a twenty-four (24) hour per <br />day basis. <br /> <br />14 <br /> <br /> <br />