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ORDINANCE NO. 2000- <br />PAGE 4 <br />appointment will be rescheduled, as necessary, at a time which is convenient for the <br />customer. <br />D. The cable operator shall be deemed to have responded to a request for <br />service under the provisions of this section when a technician arrives within the agreed <br />upon time and, if the customer is absent when the technician arrives, the technician leaves <br />written notification of arrival, and a copy of that notification and the form or service log or <br />otherwise is kept by the cable operator. In such circumstances, the cable operator shall <br />attempt to contact the customer within 48 hours. <br />(3) Residential service interruptions. <br />A. In the event of system outages (loss of reception on all channels) <br />resulting from cable operator equipment failure affecting three or more customers, the <br />cable operator shall respond to such failure within two hours after the 3rd customer call is <br />received. <br />B. All other service interruptions resulting from cable operator equipment <br />failure shall be corrected by the cable operator by the end of the next calendar day. <br />C. The cable operator shall keep an accurate and comprehensive file of any <br />and all complaints regarding signal quality, service quality and interruptions or degradation <br />of service experienced with respect to the cable system or its operation of the cable system <br />as well as all written complaint's to either the cable operator or the grantor from <br />subscribers, in a manner consistent with the privacy rights of customers, and the cable <br />operator's actions in response to those complaints. These files shall be available to the <br />franchising authority during normal business hours upon request. <br />D. All service outages and interruptions for any cause beyond the control <br />of the cable operator shall be corrected within 36 hours, after the conditions beyond its <br />control have been corrected. <br />(4) TV reception. <br />A. The cable operator shall provide clear television reception that meets <br />or exceeds technical standards established by the United States Federal Communications <br />Commission (the "FCC"). The cable operator shall render efficient service, make repairs <br />promptly, and interrupt service only for good cause and for the shortest time possible. <br />Scheduled interruptions shall be preceded by notice and shall occur during periods of <br />minimum use of the system, preferably between midnight and 6:00 a.m. <br />B. If a customer experiences poor video or audio reception attributable to <br />the cable operator's equipment, the cable operator shall repair the problem no later than <br />