Ordinance 2609-02 - Laserfiche WebLink

of change of service requests, and response to other Customer inquiries and requests. The Cable Operator shall post a sign at the service center(s) advising Customers of its hours of operation and of the addresses and telephone numbers at which to contact the City and the Cable Operator if the service center is not open at the times posted. The Cable Operator shall also make available its web site and e-mail address to its Customers. The Cable Operator shall also provide free exchanges of faulty converters at the Customer's address at a convenient time that is mutually agreed upon. 2. The Cable Operator shall maintain local telephone access lines or a toll free telephone number that shall be available 24 hours a day, seven days a week for service/repair requests and billing inquiries. 3. The Cable Operator shall have dispatchers and technicians on call 24 hours a day, 7 days a week, including legal holidays. 4. Trained Customer Service Representatives will be available to respond to Customer telephone inquiries during Normal Business Hours. Under Normal Operating Conditions, telephone answer time by a Customer Service Representative, including wait time, shall not exceed thirty(30) seconds when the connection is made. If the call needs to be transferred, transfer time shall not exceed thirty(30) seconds. These standards shall be met no less than ninety percent (90%) of the time under Normal Operating Conditions, measured on a quarterly basis. Under Normal Operating Conditions, the Cable Operator shall maintain adequate telephone line capacity to ensure that telephone calls are answered as provided in these Standards. 5. After Normal Business Hours, the telephone lines may be answered by a service or an automated response system, including an answering machine. Inquiries received after Normal Business Hours must be responded to by a trained Customer Service Representative on the next business day. 6. Under Normal Operating Conditions, the total number of calls receiving busy signals shall not exceed three percent (3%) of the total telephone calls. This standard shall be met ninety percent(90%)or more of the time measured quarterly. 7. The Cable Operator shall not be required to acquire equipment or perform surveys to measure compliance with any of the telephone answering standards above unless and until the City requests such actions based on a historical record of Customer inquiries or Complaints indicating a clear failure to comply. C. Responsiveness 1. Residential Tnstallation a. The Cable Operator shall complete all standard residential installations requested by Customers within seven (7) business days after the order is placed, under Normal Page 3of12