2002 FEBRUARY - Laserfiche WebLink

6.52.060 If a grantee representative is running late for an appointment with a customer and will not be able to keep the ap- pointment as scheduled, the customer shall be contacted as soon as possible and the appointment rescheduled, as necessary, at a time which is conve- nient for the customer, and within rea- son. 2. The standards of subsections Ala and Alb of this section shall be met not less than ninety percent (90%) of the time measured on a quarterly basis. The standards of subsections Ald through Alf of this section shall be met not less than ninety five percent (95%) of the time measured on a quarterly basis. 3. Grantee shall not be required to acquire equipment or perform surveys to measure compliance with the tele- phone answering standards above un- less an historical record of complaints indicates a clear failure to comply. B. Service Standards: 1. Grantee shall render efficient ser- vice, make repairs promptly, and inter- rupt service only for good cause and for the shortest time possible. Scheduled interruptions of an anticipated duration of two (2) consecutive hours or longer, insofar as possible, shall be preceded by notice and shall occur during a period of minimum use of the cable system, preferably between twelve o'clock (12:00) midnight and six o'clock (6:00) A.M. local time. 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 re- ceiving subscriber calls or requests for service which by number identify a system outage of sound or picture of one 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 week- ends, of receiving requests for service identifying an isolated outage of sound or picture for one 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 prob- lem concerning picture or sound quali- ty. 3. In the event a service problem re- quires a visit to a subscriber's resi- dence, 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 loca- tion and begins work on the problem. In the case of a subscriber not being home when the technician arrives, the technician shall leave written notifica- tion 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 (Pleasanton February 2002) 192_8