5.05.090 Customer service.
1. The Operator will maintain a local, toll-free or collect call telephone access line which will be available to Subscribers twenty-four hours a day, seven days a week.
a. Trained representatives of the Operator will be available to respond to Subscriber telephone inquiries during Normal Business Hours.
b. After Normal Business Hours, an access line will be available to be answered by a service or an automated response system, including a phone answering system. Inquiries received after Normal Business Hours must be responded to by a trained representative of the Operator on the next business day.
2. Under Normal Operating Conditions, telephone answer time by a customer representative, including wait time, will not exceed thirty seconds when the connection is made. If the call needs to be transferred, transfer time will not exceed thirty seconds. These standards will be met no less than ninety percent of the time under Normal Operating Conditions, as measured by the Operator on a quarterly basis.
3. The Operator shall not be required to acquire equipment or perform surveys to measure compliance with the telephone answering standards set forth above unless a historical record of complaints indicates a clear failure to comply with the standards.
4. Under Normal Operating Conditions, the Subscriber will receive a busy signal less than three percent of the time.
5. Customer service center and bill payment locations will be open during Normal Business Hours and will be conveniently located.
6. Notice to subscribers. At the time of entering into an agreement to provide service, once a year thereafter and at any time upon request, the Operator shall provide each subscriber with written information concerning:
a. The procedures for making inquiries or complaints, including the name, address, and local telephone number of the employee or agent of the Operator to whom inquiries or complaints are to be directed, if applicable.
b. Credit for interrupted service, policies and practices.
c. The City official designated to be responsible for regulating the franchise, including the name and telephone number of the official.
d. The Operator’s business hours, legal holidays, telephone number, and procedures for responding to inquiries after normal business hours.
e. Products and services offered.
f. Prices and options for services and conditions of subscription to programming and other services.
g. Installation and service maintenance policies.
h. Instructions on how to use the service.
i. Channel positions of programming carried on the Cable System.
7. The costs associated with providing the annual notice shall be subject to the cost limitations of the 1984 Cable Act, or other applicable law.