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.. •• . : ! <br /> Monday through Friday, and some weekend and evening hours. <br /> C. The franchisee shall maintain a listed local, tollfree telephone number and employ a sufficient <br /> number of telephone lines, personnel and answering equipment or service to allow reasonable access <br /> by subscribers and members of the public to contact the franchisee on a full time basis, 24 hours per <br /> day, seven days per week including holidays. Knowledgeable, qualified franchisee representatives <br /> will be available to respond to customer telephone inquiries, 24 hours per day, seven days per week, <br /> including holidays. <br /> D. The franchisee shall answer ail customer service and repair telephone calls made under normal <br /> transfer the call. Customers shall receive a busy signal less than 3%of the time. These standards shall <br /> be met no less than 90%of the time under normal operating conditions, measured on quarterly basis. <br /> evening and weekend hours;to schedule service installations,undertake normal repairs,initiate action <br /> respond to service calls 21 hours per day, seven days a week including holidays when more than five <br /> subscribers served from the same nearest active electronic device, such as an amplifier or node, call <br /> with the same complaint. Franchisee shall meet such standards 90% of the time, as measured on a <br /> quarterly basis, under normal operating conditions. <br /> F. Installation and service: <br /> (1) Standard installation work shall be performed within seven business days after an order has been <br /> placed except in those instances where a subscriber specifically requests an installation date beyond <br /> the seven business day period. "Standard" installations are up to 150 feet from the existing <br /> subscriber will be telephoned by an employee of the franchisee the same day. Evening personnel shall <br /> . . . . - . - . -- - - - --- -. - .'l .. . ::.! .. . -- . <br /> next day. <br /> (2) The franchisee will respond to service interruptions promptly and in no event later than 24 hours <br /> after the interruption becomes known. Other service problems will be responded to promptly and in • <br /> no event later than 18 hours after the problem becomes known. All service interruptions and service <br /> problems within the control of the franchisee shall be corrected within 72 hours after receipt of a <br /> complaint <br /> other installation activities will be either a specific time, a four hour time block during normal <br /> business hours or, at the election and discretion of the subscriber, "all day." <br /> (5)And,if at any time an installer or technician is running late for a scheduled appointment,an attempt <br /> to contact the customer will be made and the appointment rescheduled as necessary at a time which <br /> is convenient for the customer. <br /> (6)Individual subscribers who have experienced a missed installation or service appointments due to <br />