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(6) Normal Operating Conditions. "Normal Operating Conditions" means those service conditions that are within the control of a Franchisee. Conditions that are not within the control of a Franchisee include, but are not limited to, natural disasters, civil disturbances, power outages, telephone network outages, and severe or unusual weather conditions. Conditions that are within the control of a Franchisee include, but are not limited to, special promotions, voluntary rate increases, regular peak or seasonal demand periods, and maintenance or upgrade of the Cable System. (7) Service btterruption. channels. "Service Interruption" means the loss of video or audio on one or more cable (8) Standard h~sta/lation "Standard Installation" shall mean a residential installation that is located up to 125 feet from the existing distribution system, but shall not include any bulk or multiple dwelling installation where the Franchisee is required to have a Right of Entry from someone other than the prospective Subscriber. (9) Subscriber. "Subscriber" shall mean any Person who legally receives any cable service delivered over a Cable System with the Franchisee's permission and the City in its capacity as a recipient of such service. b. Telephone arm ().[rice A vailahihty. (1) Each Franchisee shall maintain an office at a convenient location to Subscribers, that shall be open during Normal Business Hours to allow Subscribers to request service, pay bills, and conduct other business. Each Franchisee shall perform service calls, Standard Installations, and disconnects at least during Normal Business Hours. Excluding conditions beyond the control of the Franchisee, it shall begin to resolve service interruptions within twenty-four (24) hours after the interruption becomes known. Each Franchisee shall establish a publicly listed local toll-free telephone number. The phone must be answered by customer service representatives at least during Normal Business Hours for the purpose of receiving requests for service, inquiries, and complaints from Subscribers; after those hours a Franchisee shall arrange for the phone to be answered so that customers can register complaints and report service problems on a twenty-four (24) hour per day, seven (7) day per week basis, and so that the Franchisee can respond to service interruptions as required herein.