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(5) Under Normal Operating Conditions, Standard Installations made within 125 <br />feet of the existing distribution system shall be completed within seven (7) business days after the <br />order is placed. Repairs and maintenance for Service Interruptions and other customer location <br />repairs must be completed within twenty-four (24) hours, or if it is not possible to be complete such <br />work within twenty-four (24) hours, then work must have commenced within such time period and <br />be diligently continued thereafter until completed. Work on all other requests for service on <br />Franchisee's facilities, except Standard Installations, must be begun by the next business day after <br />notification of the problem, and must be completed within three (3) days from the date of the initial <br />request, provided that a Franchisee shall complete the work in the shortest time possible where, for <br />reasons beyond the Franchisee's control, the work could not be completed in those time periods even <br />with the exercise of all due diligence; the failure of a Franchisee to hire sufficient staff or to properly <br />train its staff shall not justify a Franchisee's failure to comply with this provision. Except as federal <br />law permits, no charge shall be made to the Subscriber for this service, unless required due to damage <br />caused by a Subscriber. <br /> <br /> (6) Franchisee shall not cancel an appointment with a customer after the close of <br />the business day prior to the scheduled appointment. <br /> <br /> (7) The standards of paragraphs (4) and (5) of this section shall be met at least <br />ninety-five (95) percent of the time, measured on a quarterly basis. <br /> <br />d. Notice to Subscribers. <br /> <br /> (1) A Franchisee shall provide in writing to each Subscriber at the time Cable <br />Service is installed, and at least annually thereafter, the following information: <br /> <br />(a) Products and services offered; <br /> <br />(b) <br /> <br />Prices and options for programming services and conditions of <br />subscription to programming and other services; <br /> <br />(c) Installation and service maintenance policies; <br /> <br />(d) Instructions on how to use the cable service; <br /> <br />(e) Channel positions of programming carried on the system; and <br /> <br />(f) <br /> <br />Billing and complaint procedures, including the address and <br />telephone number of the local franchise authority's cable <br />office. <br /> <br />(g) Refund and credit procedures <br /> <br /> <br />