ORD 1829 - Laserfiche WebLink

(2) The Grantee shall maintain a repair force of technicians normally capable of responding to Subscriber requests for service within the following time frames: (a) For a System outage: Within two (2) hours, including weekends, of receiving Subscriber calls or requests for service which by number identify a system outage of sound or picture of one (1) or more channels, affecting at least ten percent (10%) of the Subscribers of the System. (b) For an isolated outage: Within twenty-four (24) hours, including weekends, of receiving requests for service identifying an isolated outage of sound or picture for one (1) or more channels that affects three (3) or more Subscribers. On weekends, an outage affecting fewer than three (3) Subscribers shall result in a service call no later than the next business day. (c) For inferior signal quality: Within two (2) business days of receiving a request for service identifying a problem conceming picture or sound quality. (3) In the event a service problem requires a visit to a Subscriber's residence, Grantee shall be deemed to have responded to a request for service under the provisions of this Section when a technician arrives at the service location and begins work on the problem. In the case of a Subscriber not being home when the technician arrives, the technician shall leave written notification of arrival. (4) Grantee shall not charge for the repair or replacement of defective or malfunctioning equipment provided by Grantee to Subscribers, unless the defect was caused by the Subscriber. (5) Unless excused, Grantee shall determine the nature of the problem within two (2) business days of beginning work and resolve all Cable System related problems within five (5) business days unless technically infeasible. C. Billin.q and Information Standards (1) Subscriber bills shall be clear, concise and understandable. Bills shall be fully itemized, with itemizations including, but not limited to, basic and premium service 16