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<br />Ordinance No. NS-XXX <br />Page 2 of 13 <br /> <br />after normal business hours must be responded to by a <br />trained company representative on the next business <br />day. <br /> <br />d. Provide a conveniently-located local business and <br />service or payment office open during normal business <br />hours at least eight hours daily on weekdays, and at <br />least four hours weekly on evenings or weekends, and <br />adequately staffed with trained customer service <br />representatives to accept subscriber payments and to <br />respond to service requests, inquiries, and complaints. <br /> <br />e. Provide an emergency system maintenance and repair <br />staff, capable of responding to and repairing major <br />system malfunctions on a 24-hour per day basis. <br /> <br />f. Maintain a trained installation staff to provide service to <br />any subscriber requiring a standard installation within <br />seven days after receipt of a request, or such longer <br />time as may be requested by the subscriber, in all areas <br />where trunk and feeder cable have been activated. <br />"Standard installations" are those that are located up to <br />150 feet from the existing distribution system, unless <br />otherwise defined in the franchise agreement. <br /> <br />g. The Grantee must schedule, within a specified four-hour <br />time period Monday through Saturday (legal holidays <br />excluded), all appointments with subscribers for <br />installation of service, service calls, and other activities <br />at the subscriber's location. The Grantee may schedule <br />installation and service calls outside of normal business <br />hours for the convenience of the subscriber. The <br />Grantee may not cancel an appointment with a <br />subscriber after the close of business on the business <br />day prior to the scheduled appointment. If a Grantee <br />representative is delayed in keeping an appointment <br />with a subscriber and will not be able to honor the <br />scheduled appointment, the subscriber must be <br />contacted prior to the time of the scheduled <br />appointment, and the appointment must be rescheduled, <br />as necessary, at a time that is convenient for the <br />subscriber. The Grantee must undertake appropriate <br />quality control measures to ensure that the customer is <br />satisfied with the work. <br /> <br />11 A-2 <br />