A. A franchisee shall render repair service to restore the quality of the signal at approximately the same standards existing prior to the failure or damage of the component causing the failure and make repairs promptly and interrupt service only for good cause and for the shortest time possible.

A log of all service interruptions shall be maintained and kept on file by a franchisee. The city, after two working days’ notice, may inspect such logs.

B. Installation work shall be performed in a timely manner. The franchisee shall offer a choice of morning, afternoon or late afternoon appointments, within a four-hour time period. If the franchisee fails to keep a scheduled appointment with a subscriber, and fails to give notice to the subscriber at least two hours prior to the scheduled appointment time, the franchisee shall give a service credit to that subscriber unless failure of notice is caused by acts of God or inability of subscriber to receive notification.

C. An employee of franchisee shall do whatever is feasible to correct a problem reported to franchisee prior to five p.m. weekdays. A franchisee may use an answering service to receive complaints after five p.m. weekdays and on weekends and holidays and will promptly respond to any system outage affecting more than five subscribers.

D. A standby technician shall be on call seven days a week, twenty-four hours a day. A franchisee shall respond to service complaints in an efficient manner.

E. A franchisee shall maintain a sufficient repair force to respond to individual requests for repair service within forty-eight hours after receipt of the complaint or requests, except Saturday, Sunday and legal holidays. All complaints shall be resolved within seven days. If a subscriber has notified a franchisee of an outage, subscriber may request credit and upon verification of outage, receive credit for the period of the outage if the subscriber was without service for a period exceeding twenty-four hours, unless the outage was due to acts of God, force majeure or circumstances reasonably beyond a franchisee’s ability to control.

F. A franchisee shall supply at the time of a new connection, and periodically at least once a year, the title, address, and telephone number of the city official or his/her designee, to whom system subscribers may direct their concerns.

G. In no case will a franchisee’s service standards fall below the standards established by the NCTA which are attached to the ordinance codified in this chapter as an Appendix A and are made a part of this chapter by this reference, together with any amendments or changes made thereto. (Ord. 2346 § 1, 1995)