Under normal operating conditions, each of the following standards will be met no less than 95% of the time measured on a quarterly basis:

(A) Installations within 125 feet of the existing distribution plant will be performed within seven days after an order has been placed unless scheduled at a later time by customer request.

(B) The grantee will begin working on "service interruptions" promptly and in no event later than 24 hours after the interruption becomes known. The grantee must begin actions to correct other service problems the next business day after notification of the service problem. Under normal operating conditions, all repairs must be completed within 48 hours. If conditions exist which are not within the control of the grantee, as defined by § 116.44, repairs must be completed as soon as reasonably possible.

(C) When a subscriber requests a change in the type of cable service or noncable service he/she is currently receiving, the grantee must begin action to change the type of service provided the next business day after notification. If the desired change is not made within seven days of notification, and the change would decrease the subscriber's bill, the grantee shall credit the subscriber's bill despite the fact that the service has not been changed.

(D) The "appointment window" alternatives for installations, service calls, and other installation activities will be either a specific time or, at maximum, a four-hour time block during normal business hours. (The grantee may schedule service calls and other installation activities outside of normal business hours for the expressed convenience of the customer.)

(E) The grantee may not cancel an appointment with a customer after the close of business on the business day prior to the scheduled appointment.

(F) If a representative of the grantee 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.
(Ord. 940.7A, passed - - )

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