2000 039 Ordinance - Laserfiche WebLink

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ORDINANCE NO. 2000- 39 PAGE 2 §946.02 DEFINITIONS. (a) NORMAL BUSINESS HOURS. Means those hours during which most similar businesses in the community are open to serve customers. In all cases, NORMAL BUSINESS HOURS must include some evening hours at least one night per week and/or some weekend hours as indicated under §946.03 (b). (b) NORMAL OPERATING CONDITIONS. Means those service conditions which are within the control of the cable operator. Those conditions which are not within the control of the cable operator include, but are not limited to, natural disasters, civil disturbances, power outages, work stoppages, telephone network outages, and severe or unusual weather conditions. Those conditions which are ordinarily within the control of the cable operator include, but are not limited to, special promotions, pay-per-view events, rate increases, regular peak or seasonal demand periods, and maintenance or upgrade of the cable system. (c) SERVICE INTERRUPTION. Means the loss of picture or sound on one or more cable channels. §946.03 CUSTOMER SERVICE. (a) Courtesy. All employees of the cable operator shall be courteous, knowledgeable and helpful and shall provide effective and satisfactory service in all contacts with customers. (b) Accessibility. (1) The cable operator shall maintain a local business office in a convenient location with a telephone listing for the purpose of offering the following services to customers who come to the local business office; bill payment, faulty equipment exchange, processing of change of service requests and response to customers' inquiries. This local business office shall be open Monday through Friday (holidays excluded) from 8:00 a.m. to 6:00 p.m., and from 9:00 a.m. to 1:00 p.m. Saturday. The cable operator shall also provide full exchanges of equipment at the customers' premises. The cable operator may, with the express written permission of the Village, provide an alternate means to address customer inquiries, exchange faulty equipment, process change of service requests and provide for bill payment other than by the use of a local business office. (2) The cable operator shall maintain local or toll free telephone access lines that shall be available 24 hours a day, seven days a week for service/repair requests and billing inquiries.