Common use of Customer Service Standards Clause in Contracts

Customer Service Standards. (a) Nothing in this chapter shall be construed to prohibit the enforcement of any federal, state or local law or regulation concerning customer service or consumer protection that imposes customer service standards or consumer protection requirements that exceed the customer service standards set out in this chapter or that address matters not addressed in this chapter. (b) The Grantee shall maintain a local or toll-free telephone access line which is available to its subscribers and shall have knowledgeable, qualified representatives available to respond to customer telephone inquiries 24 hours per day, seven days per week. Under normal operating conditions, telephone answer time, including wait time and the time required to transfer the call, shall not exceed 30 seconds. This standard shall be met no less than 90 percent of the time as measured on a quarterly basis. Under normal operating conditions, the customer will receive a busy signal less than three percent of the time. (c) Customer service centers and xxxx payment locations will be open for walk-in customer transactions a minimum of eight hours per day Monday through Friday, unless there is a need to modify those hours because of the location or customers served. The Grantee and Village by mutual consent shall establish supplemental hours on weekdays and weekends as fits the needs of the community. (d) Under normal operating conditions, each of the following standards will be met no less than 95 percent of the time as measured on an annual basis. (1) Standard installations will be performed within seven business days after an order has been placed. A standard installation is one that is within 125 feet of the existing system. (2) Excluding those situations that are beyond its control, the Grantee will respond to any service interruption promptly and in no event later than 24 hours from the time of initial notification. All other regular service requests will be responded to within 36 hours during the normal work week for that system. The appointment window alternatives for installations, service calls and other installation activities will be: "morning" or "afternoon"; not to exceed a four-hour "window" during normal business hours for the system, or at a time that is mutually acceptable. The Grantee shall schedule supplemental hours during which appointments can be scheduled based on the needs of the community. If at any time an installer or technician is running late, an attempt to contact the customer will be made and the appointment rescheduled as necessary at a time that is convenient to the customer.

Customer Service Standards. (a) Nothing in this chapter shall be construed to prohibit the enforcement of any federal, state or local law or regulation concerning customer service or consumer protection that imposes customer service standards or consumer protection requirements that exceed Subscriber Inquiry and Complaint Procedures. The City hereby adopts the customer service standards set out forth in this chapter or that address matters not addressed in this chapter. (b) 47 C.F.R. § 76.309 of the FCC’s rules and regulations, as amended. The Grantee shall comply in all respects. The Grantee shall maintain a convenient xxxx payment location or online access for matters such as receiving Subscriber complaints, handling Subscriber payments and billing questions, resolving equipment malfunction and replacement, and providing customer service information. The Grantee shall assign a trained cable technician to the City who shall respond within the time parameters prescribed in Section 6. The Grantee shall comply with the standards and requirements for customer service set forth below during the term of this Franchise. The Grantee will maintain a local or toll-free telephone access line which is will be available to its subscribers and shall have knowledgeabletwenty-four (24) hours a day, qualified seven (7) days a week. Trained company representatives will be available to respond to customer telephone inquiries 24 hours per during Normal Business Hours. After Normal Business Hours, the access line may be answered by a service or an automated response system, including an answering machine. Inquiries received after Normal Business Hours must be responded to by a trained company representative on the next business day, seven days per week. Under normal operating conditionsNormal Operating Conditions, telephone answer timetime by a customer representative, including wait time and the time required to transfer the calltime, shall not exceed 30 thirty (30) seconds when the connection is made. If the call needs to be transferred, transfer time shall not exceed thirty (30) seconds. This standard These standards shall be met no less than 90 ninety percent (90%) of the time as under normal operating conditions, measured on a quarterly basis. The Grantee shall not be required to acquire equipment or perform surveys to measure compliance with the telephone answering standards above unless an historical record of complaints indicates a clear failure to comply. Under normal operating conditionsNormal Operating Conditions, the customer will receive a busy signal less than three percent (3%) of the time. (c) Customer service centers and xxxx payment locations will be open for walk-in customer transactions a minimum of eight hours per day Monday through Friday, unless there is a need to modify those hours because of the location or customers served. The Grantee and Village by mutual consent shall establish supplemental hours on weekdays and weekends as fits the needs of the community. (d) Under normal operating conditions, each of the following standards will be met no less than 95 percent of the time as measured on an annual basis. (1) Standard installations will be performed within seven business days after an order has been placed. A standard installation is one that is within 125 feet of the existing system. (2) Excluding those situations that are beyond its control, the Grantee will respond to any service interruption promptly and in no event later than 24 hours from the time of initial notification. All other regular service requests will be responded to within 36 hours during the normal work week for that system. The appointment window alternatives for installations, service calls and other installation activities will be: "morning" or "afternoon"; not to exceed a four-hour "window" during normal business hours for the system, or at a time that is mutually acceptable. The Grantee shall schedule supplemental hours during which appointments can be scheduled based on the needs of the community. If at any time an installer or technician is running late, an attempt to contact the customer will be made and the appointment rescheduled as necessary at a time that is convenient to the customer.

Customer Service Standards. (a1) Nothing in this chapter shall be construed con- strued to prohibit the enforcement of any federalFederal, state State or local law or regulation concerning customer service or consumer protection that imposes customer service standards or consumer protection requirements that exceed the customer service standards set out in this chapter or that address matters not addressed in this chapter. (b2) The Grantee grantee shall maintain a local or toll-toll free telephone access line which is available avail- able to its subscribers and shall have knowledgeable, qualified representatives available to respond to customer telephone inquiries regarding repairs 24 hours per day, seven day 7 days per week. . (3) Under normal operating conditions, telephone answer time, including wait time time, and the time required to transfer the call, shall not exceed 30 seconds. This standard shall be met no less than 90 percent 90% of the time as measured on a quarterly basis. . (4) Under normal operating conditions, the customer will receive a busy signal less than three percent that 3% of the timetotal time that the office is open for business. (c5) Customer A centrally-located customer service centers and xxxx payment locations will center shall be open for walk-in customer transactions a minimum of eight 8 hours per day Monday through Friday, Friday unless there is a need to modify those hours because of the location or customers served. The Grantee grantee and Village City, by mutual consent consent, shall establish supplemental hours on weekdays week days and weekends as fits the needs of the community. (d6) Under normal operating conditions, each of the following standards will shall be met no less than 95 percent 95% of the time as measured on an annual basis.: (1a) Standard installations will shall be performed within seven 7 business days after an order has been placed. A standard installation is one that is within 125 150 feet of the existing system. (2b) Excluding those situations that are beyond its control, the Grantee will grantee shall respond to any service interruption promptly and in no event later than 24 hours from the time of initial notification. All other regular service requests will shall be responded to within 36 hours during the normal work week for that system. The appointment window alternatives for installations, service calls and other installation activities will be: "shall be “morning" ” or "“afternoon"; ”, not to exceed a four4-hour "“window" ” during normal business hours for the system, system or at a time that is mutually acceptable. The Grantee grantee shall schedule supplemental hours during which appointments can be scheduled based on the needs of the community. If at any time an installer or technician is running late, an attempt to contact the customer will shall be made and the appointment rescheduled as necessary at a time that is convenient to the customer.