Ordinance 99-66 - Laserfiche WebLink

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center within five miles from the City limits to which subscribers may telephone without incurring added message units or toll charges. This business office shall open at minimum from 8:00 a.m. to 6:00 p.m., Monday through Friday, and some weekend and evening hours. (c) The franchisee shall maintain a listed local, toll-free telephone number and employ a sufficient number of telephone lines, personnel and answering equipment or service to allow reasonable access by subscribers and members ofthe public to contact the franchisee on a full-time basis, 24 hours per day, seven days per week including holidays. Knowledgeable, qualified franchisee representatives will be available to respond to customer telephone inquiries, 24 hours per day, seven days per week, including holidays. (d) The franchisee shall answer all customer service and repair telephone calls mad under normal operating conditions within 30 seconds, including wait time and within an additional 30 seconds to transfer the call. Customers shall receive a busy signal less than three percent (3%) of the time. These standards shall be met no less than 90 percent (90%) of the time under normal operating conditions, measured on quarterly basis. ( e) A franchisee shall employ and maintain sufficient qualified personnel and equipment to be available (i) to accept payments; (ii) to exchange or accept converters or other equipment; (iii) to receive subscriber complaints or requests for service or repairs during normal business hours and some evening and weekend hours; (iv) to schedule service installations, undertake normal repairs, initiate action with respect to any subscriber service complaint within 24 hours; (v) to enable a service technician to respond to service calls 24 hours per day, seven days a week including holidays when more than five subscribers served from the same nearest active electronic device, such as an amplifier or node, call with the same complaint. Franchisee shall meet such standards 90% of the time. as measured on a quarterly basis. under normal operating conditions. (f) Installation and service: (1) Standard installation work shall be performed within seven (7) business days after an order has been placed except in those instances where a subscriber specifically requests an installation date beyond the seven business day period. "Standard" installations are up to 150 feet from the existing distribution system. If scheduled installation is neither started nor completed as scheduled, the subscriber will be telephoned by an employee of the franchisee the same day. Evening personnel shall also attempt to call subscribers attheir homes between the hours of 5 :30 and 8 :00 p.m. If the call to the subscriber is not answered, and employee of the franchisee shall telephone the subscriber the next day; (2) The franchisee will respond to service interruptions promptly and in no event later than 24 hours after the interruption becomes known. Other service problems will be responded to promptly and in no event later than 48 hours after the problem becomes known. All service interruptions and service problems within the control ofthe franchisee shall be corrected within Cable Ordinance -24-