Section 4.70.300 Customer service standards.

1. Office and Phone for Service. The franchisee shall maintain an office in the city which shall be open during all usual business hours, have a locally listed telephone and be so operated that complaints and requests for repairs or adjustments may be received at any time. In addition, the franchisee shall maintain a convenient office in the city open during normal business hours, for the receipt of sums due by its subscribers and shall provide for regular billing of accounts.

2. Notification of Service Procedures. The franchisee shall furnish each subscriber, at the time service is installed, written instructions that clearly set forth procedures for placing a service call, or requesting an adjustment. Such instructions shall also include the name, address and telephone number of the city manager or other designated employee and a reminder that the subscriber can call or write the city manager or other designated employee for information regarding terms and conditions of the franchisee's franchise if the franchisee fails to respond to the subscriber's request for installation, service or adjustment within a reasonable period of time.

3. Service Response Time. The franchisee shall provide "same day" service response, seven days a week for all complaints and requests for repairs or adjustments received prior to two p.m. each day. In no event shall the response time for calls received subsequent to two p.m. exceed twenty-seven hours.

4. Service Interruptions and Notification. The franchise shall interrupt system service after seven a.m. and before one a.m. only with good cause and for the shortest time possible and except in emergency situations, only after publishing notice of service interruption. Service may be interrupted between one a.m. and seven a.m. for routine testing, maintenance and repair, without notification, any night except Friday, Saturday or Sunday, or the night preceding a holiday. (Ord. S-35454, 1978)