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resolving all complaints regarding the quality of service, equipment mal- functions, and similar matters. The office must be reachable by a local, roll- free telephone call to receive complaints regarding quality of service~ equipment malfunctions and similar matters, The local office shall be open to receive inquiries or complaints from subscribere during normal business which shall be at least from 9:00 a.m. to 5:00 p.m., Monday through ¥riday, excluding legal hoiid~ys which are recognized by the City. The Company shall provide the means to accept complaint calls twenty-four (24) hours a day, seven days a week and shall have the ability under normal circumstances to provide "same day" ~ervice for repair and adjustments received prior to 2:00 P.M. each day and to respond to such received subseq~ent to 2:00 account on a pro rata basis for hours after notification and after the requests within ~wenty-seven (27) hours of calls P,M. The Company shall credit a subscrfber's of service commencing forty-eight (48) Company has used its best efforts to resolve the problem. The Company shall keep a maintenance service log which will indicate the nat~re of each service complaint, the date and time it was received, the disposition of said complaint and the time and date thereof. This log shall be made available for periodic inspection by the City. c) As subscribers are connected or reconnected to the system, the Company shall, by appropriate means, such as a card or brochure, furnish infor- mation concerning the procedures for making inquiries or complaints, including the name, address and local telephone number of the employee or employees or agent to whom such inqu]ries or complaints are to be addressed and furnish information concerning the City office responsible for administration of the franchise with the address and telephone number of that office. d) When there have been similar complaints made and after notice to the Company and sufficient time to correct, or where there exists other evi- dence, which, in the judgement of the City, casts doubt on the reliability or quality of cable service, the City shall have the right and authority to require the Company to test, analyze, and report on the performance of the system. The Company shall fully cooperate with the City in performing such testing and shall prepare results and a report, if requested, within thirty (30) days after notice. Such report shall include the following information: 1. The nature of the complaint or problem which precipitated the special tests. 23