NS-2682 - Laserfiche WebLink

Home Browse Search

must be given to the City), 48-hours prior notice must be given to subscribers. (2) The Grantee will maintain a repair force of technicians who will respond to subscriber requests for service within the following time frames: a. For a system outage: Within two hours, including weekends, of receiving subscriber calls or requests for service that by number identify a system outage of sound or picture of one or more channels, affecting five or more subscribers of the system. b. For an isolated outage: Within 24-hours, including weekends, of receiving requests for service identifying an isolated outage of sound or picture for one or more channels. c. For inferior signal quality: No later than the following business day, excluding Sundays and holidays, after a request for service identifying a problem concerning picture or sound quality. (3) The Grantee will be deemed to have responded to a request for service under the provisions of this paragraph (b) when a technician arrives at the service location and begins work on a problem that cannot be corrected from a remote location. If a subscriber is not home when the technician arrives, the technician must leave written notification of arrival. (4) The Grantee may not charge for the repair or replacement of defective or malfunctioning equipment provided by the Grantee to subscribers, unless the defect or malfunction was caused by the subscriber. (5) The Grantee must determine the nature of the problem within 24 hours after commencing work and resolve all cable system related problems within three business days, unless technically infeasible. (c) Billing and Information Standards (1) Subscriber bills must be clear, concise, and understandable. Bills must be fully itemized, with itemizations including, but not limited to, basic and premium service charges and equipment charges. Bills also must clearly delineate all Ordinance No. NS-2682 Page 4 of 13