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053 6/16/94 ORDINANCE NO. NS-2219 AN ORDINANCE OF THE CITY OF SANTA ANA ADDING ARTICLE III TO CHAPTER 15 OF THE SANTA ANA MUNICIPAL CODE, REGARDING CABLE TV SUBSCRIBER PROTECTION NOW, THEREFORE, THE CITY COUNCIL OF THE CITY OF SANTA ANA DOES ORDAIN AS FOLLOWS: SECTION 1: That the Santa Ana Municipal Code is amended by adding an article, to be numbered III, and to consist of sections numbered 15-300 through 15-307, to Chapter 15 thereof, which said article reads as follows: ARTICLE III. CABLE TELEVISION SUBSCRIBER PROTECTION. Sec. 15-300. Definitions. a. "Operator" means a business providing cable television service in the city of Santa Ana. b. "Subscriber" means a residential subscriber of cable television services in the City of Santa Ana. 15-301. Consumer service standards. Any operator shall maintain a local office which provides the necessary facilities, equipment and personnel to comply with the following consumer standards under normal conditions of operation: (a) The operator shall provide sufficient trained and knowledgeable customer service representatives and toll- free telephone line capacity at all times to assure that, except during system outages impacting more than five percent (5%) of the basic subscriber base within the city, a minimum of ninety percent (90%) of all calls will be answered within 30 seconds, ninety percent (90%) of all callers for service will not be required to wait more than thirty (30) seconds after the completion of the automated message before being connected to a live representative. If the call needs to be transferred, transfer time shall not exceed thirty (30) seconds. Caller will receive a telephone busy signal less than three percent (3%) of the time on an annual average. (b) The operator shall maintain a business and service office within the city open during normal business hours, defined as those hours during which most similar busi- nesses in the community are open to serve customers.