6067 - Laserfiche WebLink

Home Browse Search

(2) Under Normal Operating Conditions, telephone answering time shall not exceed thirty (30) seconds, and the time to transfer the call to a customer service representative (including hold time) shall not exceed an additional thirty (30) seconds. Under Normal Operating Conditions a customer will receive a busy signal less than three percent (3%) of the time. These standards shall be met not less than ninety (90) percent of the time, measured on a quarterly basis. When the business office is closed, an answering machine or service capable of receiving and recording service complaints and inquiries shall be employed. The at~er-hours answering service shall comply with the same telephone answer time standard set forth in this Section, again under Normal Operating Conditions. Upon request by the City, Franchisee shall supply information demonstrating that it is meeting the standards set forth herein. (3) A Franchisee must hire sufficient staff so that it can adequately respond to customer inquiries, complaints, and requests for service in its office, over the phone, and at the Subscriber's residence. c. Scheduli.g Work. (1) All appointments for service, Standard Installation, or disconnection shall be specified by date. Each Franchisee shall specify a specific time at which the work shall be done, or offer a choice of time blocks, which shall not exceed four (4) hours in length, unless the Subscriber agrees to a longer period of time. Franchisee may also, upon request, offer Standard Installation service outside Normal Business Hours, for the express convenience of the customer. If at any time an installer or technician believes it impossible to make a scheduled appointment time, an attempt to contact the customer will be made prior to the time of appointment and the appointment rescheduled at a time convenient to the customer. (2) Subscribers who have experienced two (2) missed appointments due to the fault of a Franchisee shall receive Standard Installation free of charge, if the appointment was for Standard Installation. If a Standard Installation was to have been provided free of charge, or for other appointments, the Subscriber shall receive a 50% discount on one month of Basic Cable Service Tier or its equivalent. (3) With regard to mobility-limited customers, upon Subscriber request, each Franchisee shall arrange for pickup and/or replacement of converters or other Franchisee equipment at the subscriber's address or by a satisfactory equivalent (such as the provision of a postage-prepaid mailer), subject to any fees permitted by federal law. (4) Under Normal Operating Conditions, requests for service, repair, and maintenance must be acknowledged by a trained customer service representative within twenty-four (24) hours, or prior to the end of the next business day, whichever is earlier. A Franchisee shall respond to all other inquiries (including billing inquiries) within five (5) business days of the inquiry or complaint.