2002 FEBRUARY - Laserfiche WebLink

6.52.060 6.52.060 Minimum Consumer Protection And Service Standards: A. Operational Standards: 1. Except as otherwise provided in the franchise agreement, grantee shall maintain the necessary facilities, equip- ment and personnel to comply with the following consumer protection and service standards under normal condi- tions of operation: a. Sufficient toll free telephone line capacity during normal business hours to assure telephone answer time by a customer service representative, includ- ing wait time, shall not exceed thirty (30) seconds; and callers needing to be transferred within grantee's operation shall not be required to wait more than thirty (30) seconds before being con- nected to a service representative. Un- der normal operating conditions, a caller shall receive a busy signal less than three percent (3%) of the time. b. Emergency toll free telephone line capacity on a twenty four (24) hour basis, including weekends and holidays. After normal business hours, the tele- phone calls may be answered by a service or an automated response sys- tem, including an answering machine. Calls received after normal business hours must be responded to by a trained company representative on the next business day. During periods when an answering service or machine is used, grantee shall provide on call personnel who shall contact the answering service or machine, at a minimum, every four (4) hours to check on requests for ser- vice or complaints. c. A conveniently located local busi- ness and service and/or payment office open during normal business hours at least eight (8) hours daily, and at least four (4) hours weekly on evenings or weekends, and adequately staffed to ac- cept subscriber payments and respond to service requests and complaints. The grantee may petition the grantor to reduce its business hours if the extend- ed hours are not justified by subscriber demand. d. An emergency system maintenance and repair staff, capable of responding to and repairing major system malfunc- tion on a twenty four (24) hour per day basis. e. An installation staff, capable of installing service to any subscriber requiring a standard installation within seven (7) days after receipt of a re- quest, in all areas where trunk and feeder cable have been activated. "Stan- dard Installations" shall be those that are located up to one hundred twenty five feet (125') from the existing distri- bution system, unless otherwise defined in any franchise agreement. f. Grantee shall schedule, within a specified four (4) hour time period during normal business hours, all ap- pointments with subscribers for installa- tion of service, service calls and other activities at the subscriber location. Grantee may schedule installation and service calls outside of normal business hours for the express convenience of the customer. Grantee shall not cancel an appointment with a customer after the close of business on the business day prior to the scheduled appointment. 192-7 (Pleasanton February 2002)