2000 039 Ordinance - Laserfiche WebLink

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ORDINANCE NO. 2000- PAG E 3 (3) The cable operator shall have dispatchers and technicians on call 24 hours a day, seven days a week, including legal holidays. No extra charges shall be made to the subscriber for the availability of this service. (4) The cable operator shall retain sufficient customer service representatives and telephone line capacity to ensure that telephone calls to service/repair and billing inquiry lines are answered by a customer service representative within 30 seconds or less, and that any transfers are made within 30 seconds. These standards shall be met no less than 90% of the time measured quarterly. (c) Responsiveness. (1) Guaranteed seven=day residential installation. A. The cable operator shall complete all standard customer installations requested by customers within seven business days afterthe order is placed, unless a later date for installation is requested. "Standard" customer installations are those located up to 150 feet from the existing distribution system. If the customer requests a nonstandard customer installation, or the cable operator determines that a nonstandard customer installation is required, the cable operator shall provide the customer in advance with a total installation cost estimate and an estimated date of completion. B. All underground cable drops from the pedestal to the home shall be buried at a depth of no less than eight inches, and within no more than two calendar weeks (weather permitting) from the initial installation, or at a time mutually agreed upon between the cable operator and the customer. (2) Residential installation and service appointments. A. Customers requesting installation of cable service or service to an existing installation may choose any of the following blocks of time for the installation appointment: 8:00 a.m. to 12:00 Noon; 12:00 Noon to 4:00 p.m.; 4:00 p.m. to 8:00 p.m.; or a four-hour block of time mutually agreed upon by the customer and the cable operator. The cable operator may not cancel an appointment with a customer after 5:00 p.m. on the day before the scheduled appointment, except for appointments scheduled within 12 hours after the initial call. B. An operator may not cancel an appointment with a customer after the close of business on the business day prior to the scheduled appointment. C. If a cable operator representative is running late for an appointmentwith a customer and will not be able to keep the appointment as scheduled, the customer will be contacted and notified as soon as it is apparent that the appointment will be missed. The