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ORDINANCE NS-2219 061 <br />Page 5 <br /> <br /> from midnight to 6:00 a.m. local time, unless the <br /> affected area requires access to private property. <br /> <br />(b) The operator shall maintain a written outage and service <br /> call log, or an equivalent record stored in computer <br /> memory and capable of access and reproduction in printed <br /> form, for all service interruptions and requests for <br /> service that result in a service call. Such record shall <br /> be retained for at least one (1) year and shall be <br /> available to the city upon request. <br /> <br />(c) The operator shall maintain a technically competent <br /> repair staff of technicians capable of responding to <br /> subscriber requests for service within the following time <br /> frames: <br /> <br />(d) <br /> <br />(e) <br /> <br />(1) <br /> <br />For a system outage: Within three (3) hours, <br />including weekends and holidays, of receiving <br />subscriber calls or requests for service which <br />identify a system outage of all channels, affecting <br />at least ten (10) subscribers of the system. <br /> <br />(2) <br /> <br />For a service interruption: Within twenty-four <br />(24) hours, including weekends and holidays, of <br />receiving requests for service identifying a <br />service interruption of all channels, excluding <br />conditions beyond the operator's control. <br /> <br />(3) For other service problems: Within forty-eight <br /> (48) hours, including weekends and holidays, of <br /> receiving a request for service identifying a <br /> problem not described in (c) (1) or (c) (2). <br /> <br />The operator shall schedule all service call appointments <br />within a designated four (4) hour morning or afternoon <br />time frame. Whenever reasonably possible, the operator <br />shall make an effort to verify the appointment by <br />telephone prior to the four (4) hour period. The <br />operator may schedule service calls and other installa- <br />tion activities outside of normal business hours for the <br />express convenience of the customer. <br /> <br />An operator may not cancel an appointment with a customer <br />after the close of business on the business day prior to <br />the scheduled appointment time. If the operator is <br />running late for an appointment with a customer and will <br />not be able to keep the appointment as scheduled, the <br />customer will be contacted. The appointment will be <br />rescheduled, as necessary, at a time which is convenient <br />for the subscriber. In the event the operator fails to <br />meet any scheduled or rescheduled appointment other than <br />for delays beyond the operator's control, the affected <br /> <br />5 <br /> <br /> <br />