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<br />h. Subscribers who have experienced a late or a missed <br />appointment due to the fault of the Grantee will either <br />receive an installation free of charge or a $20 credit. <br /> <br />i. Upon a subscriber's request, the Grantee will arrange for <br />pickup or replacement of converters or other equipment <br />provided by the Grantee at the subscriber's address <br />within 14 days after the request is made if the subscriber <br />is mobility-limited. <br /> <br />(2) Under normal operating conditions, the standards of <br />subparagraphs a, b, c, and g, above must be met not less <br />than ninety percent of the time, measured on a quarterly <br />basis. The standards of subparagraph f, above must be met <br />not less than ninety-five percent of the time, measured on a <br />quarterly basis. <br /> <br />(3) As used in this paragraph (a), the term "normal business <br />hours" means those hours during which most similar <br />businesses in the community are open to serve customers. <br />In all cases, "normal business hours" must include some <br />evening hours at least one night per week, or some weekend <br />hours, or both. <br /> <br />(4) As used in this paragraph (a), the term "normal operating <br />conditions" means those service conditions that are within <br />the control of the cable operator. Conditions that are not <br />within the control of the cable operator include, but are not <br />limited to, natural disasters, civil disturbances, power <br />outages, telephone network outages, and severe or unusual <br />weather conditions. Conditions that are ordinarily within the <br />control of the cable operator include, but are not limited to, <br />special promotions, pay-per-view events, rate increases, <br />regular peak or seasonal demand periods, and maintenance <br />or upgrade of the cable system. <br /> <br />(b) Service Standards <br /> <br />(1) The Grantee will render efficient service, make repairs <br />promptly, and interrupt service only for good cause and for <br />the shortest time possible. Except in emergency situations, <br />scheduled interruptions will occur during a period of <br />minimum use of the cable system, preferably between <br />midnight and 6:00 a.m. Unless the scheduled interruption <br />lasts for no more than two hours and occurs between <br />midnight and 6:00 a.m. (in which event 24-hours prior notice <br /> <br />11A-3 <br /> <br />Ordinance No. NS-XXX <br />Page 3 of 13 <br />