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b. Under Normal Operating Conditions, the Cable Operator shall use its best efforts to <br /> correct service interruptions resulting from Cable Operator equipment failure by the <br /> end of the next calendar day,but in no event longer than forty-eight(48)hours. <br /> c. The Cable Operator shall keep an accurate and comprehensive file of any and all <br /> Complaints regarding the cable system or its operation of the cable system, in a <br /> manner consistent with the privacy rights of Customers, and the Cable Operator's <br /> actions in response to those Complaints. The Cable Operator shall provide the City <br /> an executive summary upon request that shall include information concerning <br /> Complaints. <br /> d. Absent unusual circumstances,the Cable Operator shall use its best efforts to correct <br /> all outages and service interruptions for any cause beyond the control of the Cable <br /> Operator within thirty-six (36) hours, after the conditions beyond its control have <br /> subsided but not later than forty-eight(48)hours. <br /> 4 TV Reception <br /> a. The cable service signal quality provided by the Cable Operator shall meet or <br /> exceed technical standards established by the Federal Communications Commission <br /> ("FCC"). The Cable Operator shall render efficient service, make repairs promptly, <br /> 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 <br /> of minimum use of the system, preferably between midnight and six a.m. (6:00 <br /> a.m.). <br /> b. If a Customer experiences poor signal quality(whether it relates to a visual or audio <br /> problem) which is attributable to the Cable Operator's equipment, the Cable <br /> Operator shall respond and repair the problem no later than the day following the <br /> Customer call provided that the Customer is available and the repair can be made <br /> within the allotted time. If an appointment is necessary,the Customer may choose a <br /> block of time described in Section 3.C.2.a. At the Customer's request, the Cable <br /> Operator shall repair the problem at a later time that is convenient for the Customer. <br /> 5 Problem Resolution <br /> A Customer Service Representative shall have the authority to provide credit, waive fees, <br /> schedule service appointments and change billing cycles, where appropriate. Any <br /> difficulties that cannot be resolved by the Customer Service Representative shall be referred <br /> to the appropriate supervisor who shall contact the Customer within twenty-four(24) hours <br /> and resolve the problem within forty-eight (48) hours or within such other timeframe as is <br /> acceptable to the Customer and the Cable Operator. <br /> Page 5 of 12 <br />