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<br />must be given to the City), 48-hours prior notice must be <br />given to subscribers. <br /> <br />(2) The Grantee will maintain a repair force of technicians who <br />will respond to subscriber requests for service within the <br />following time frames: <br /> <br />a. For a system outage: Within two hours, including <br />weekends, of receiving subscriber calls or requests for <br />service that by number identify a system outage of sound <br />or picture of one or more channels, affecting five or more <br />subscribers of the system. <br /> <br />b. For an isolated outage: Within 24-hours, including <br />weekends, of receiving requests for service identifying an <br />isolated outage of sound or picture for one or more <br />channels. <br /> <br />c. For inferior signal quality: No later than the following <br />business day, excluding Sundays and holidays, after a <br />request for service identifying a problem concerning <br />picture or sound quality. <br /> <br />(3) The Grantee will be deemed to have responded to a request <br />for service under the provisions of this paragraph (b) when a <br />technician arrives at the service location and begins work on <br />a problem that cannot be corrected from a remote location. <br />If a subscriber is not home when the technician arrives, the <br />technician must leave written notification of arrival. <br /> <br />(4) The Grantee may not charge for the repair or replacement of <br />defective or malfunctioning equipment provided by the <br />Grantee to subscribers, unless the defect or malfunction was <br />caused by the subscriber. <br /> <br />(5) The Grantee must determine the nature of the problem <br />within 24 hours after commencing work and resolve all <br />cable system related problems within three business days, <br />unless technically infeasible. <br /> <br />(c) Billing and Information Standards <br /> <br />(1) Subscriber bills must be clear, concise, and understandable. <br />Bills must be fully itemized, with itemizations including, but <br />not limited to, basic and premium service charges and <br />equipment charges. Bills also must clearly delineate all <br /> <br />Ordinance No. NS-XXX <br />Page 4 of 13 <br /> <br />11A-4 <br />