§ 26-30. Installation and service standards.

(a)

A franchisee shall employ and maintain sufficient qualified personnel and equipment to be available:

(1)

To accept payments and exchange or accept equipment.

(2)

To receive subscriber complaints or requests for service or repairs on a full-time basis, 24 hours per day, seven days per week.

(3)

To initiate service installations, undertake normal repairs, and initiate action with respect to any subscriber service complaint by the next business day.

(4)

To enable a technician to respond to service calls 24 hours per day, seven days a week including holidays when more than 50 subscribers served from the same active electronic device, such as an amplifier or node, call with a complaint.

(b)

The franchisee must meet each of the following standards no less than ninety-five percent of the time under normal operating conditions as measured on a quarterly basis:

(1)

Standard installation work shall be performed within seven calendar days after an order has been placed except in those instances where a subscriber specifically requests an installation date beyond the seven calendar day period. "Standard" installations are up to 125 feet from the existing distribution system.

(2)

Excluding conditions beyond the control of the franchisee, the franchisee will respond to service interruptions promptly and in no event later than 24 hours after the interruption becomes known. The franchisee shall begin actions to correct other service problems no later than the next business day after notification of the problems and shall use its best efforts to correct the problems within 72 hours thereafter.

(3)

The appointment window alternatives made available for installations, service calls, repairs, and other installation activities will be explained to customers and will be either a specific time, a four-hour or less block of time during normal business hours, or if requested by the subscriber, "all day."

(4)

The franchisee may not cancel an appointment with a subscriber after the close of business on the business day prior to the scheduled appointment.

(c)

Delayed service. If at any time an installer or technician is running late for a scheduled appointment, an attempt to contact the customer will be made and the appointment rescheduled as necessary at a time which is convenient for the customer. At the county's request, subscribers who have experienced one (1) missed installation or service appointment due to the franchisee's fault shall receive installation free of charge. If the installation was to have been provided free of charge or if the appointment was for service or repair, the subscriber shall receive a credit of not less than $20.00.

(d)

Services to persons with disabilities. With regard to subscribers with disabilities, upon subscriber request, a franchisee will comply with any requirements regarding customer service under the Americans with Disability Act.

(e)

The county may fine a franchisee for violation of this section $250.00 for each violation with each day of continuing violation constituting a separate violation.

(Ord. No. 02-18, § 2, 7-30-02)