OFFICE HOURS AND TELEPHONE AVAILABILITY. (a) Comcast shall provide and maintain a toll free telephone access line that will be available to Subscribers twenty-four (24) hours a day, seven (7) days a week. Trained representatives shall respond to Subscriber telephone inquiries during Normal Business Hours. After Normal Business Hours, the access line may be answered by a service or an automated response system. Inquiries received after Normal Business Hours must be responded to by a trained company representative on the next business day.
(b) Under Normal Operating Conditions and during Normal Business Hours, telephone answering time by a Subscriber representative, including wait time, shall not exceed thirty (30) seconds after the connection is made. If the call needs to be transferred, transfer time shall not exceed thirty (30) seconds. These standards shall be met no less than ninety percent (90%) of the time, measured on a quarterly basis. Under Normal Operating Conditions, the Subscriber shall receive a busy signal less than three percent (3%) of the time.
(c) Comcast will not be required to perform surveys to measure compliance with the telephone answering standards above unless a historical record of Complaints indicates a clear failure to comply. If the Township determines, after receiving Complaints itself and/or receiving a record of Complaints made to Comcast in accordance with Sections 4.5 and/or 5.7(a), that there is a clear failure to comply with the telephone answering requirements above, the Township shall notify Comcast in writing that it must measure its compliance with these requirements for the next three months and report to the Township the results of such monthly average measurements.
OFFICE HOURS AND TELEPHONE AVAILABILITY. A. The Franchisee shall maintain a toll-free number to receive all calls and inquiries from Subscribers in the Township and/or residents regarding Cable Service. The Franchisee representatives trained and qualified to answer questions related to Cable Service in the Service Area must respond to customer telephone inquiries during Normal Business the Franchisee’s regular business hours. The Franchisee representatives shall identify themselves by name when answering this number. After Normal Business Hours, the toll-free number may be answered by an Automated Response Unit (“ARU”) or a Voice Response Unit (“VRU”), including an answering machine. Inquiries received after Normal Business Hours shall be responded to by a trained company representative on the next business day.
B. The Franchisee’s telephone numbers shall be listed, with appropriate description (e.g. administration, customer service, billing, repair, etc.), in the directory published by the local telephone company or companies serving the Service Area, beginning with the next publication cycle after acceptance of this Franchise by the Franchisee.
C. The Franchisee may, at any time, use an ARU or a VRU to distribute calls. If a foreign language routing option is provided, and the Subscriber does not enter an option, the menu will default to the first tier menu of English options. After the first tier menu (not including a foreign language rollout) has run through three
OFFICE HOURS AND TELEPHONE AVAILABILITY. (a) Comcast shall maintain a business office that is conveniently located and shall be open during Normal Business Hours.
(b) Comcast shall provide and maintain a local or toll free telephone access line that will be available to Subscribers twenty-four (24) hours a day, seven (7) days a week. Trained representatives shall respond to customer telephone inquiries during Normal Business Hours. After Normal Business Hours, the access line may be answered by a service or an automated response system. Inquiries received after Normal Business Hours must be responded to by a trained company representative on the next business day.
(c) Under Normal Operating Conditions and during Normal Business Hours, telephone answering time by a customer representative, including wait time, shall not exceed thirty (30) seconds after the connection is made. If the call needs to be transferred, transfer time shall not exceed thirty (30) seconds. The term “Normal Operating Conditions” is defined in Section 14 “Definitions” below.
OFFICE HOURS AND TELEPHONE AVAILABILITY. (A) The Grantee shall maintain a local or toll free telephone Subscriber service access line which will be available to its Subscribers twenty-four (24) hours a day, seven (7) days a week.
(B) Trained company representatives shall be available to respond to Subscriber telephone inquiries during Normal Business Hours.
(C) After Normal Business Hours, the Subscriber service access line may be answered by an answering service, automated response system or an answering machine. A qualified Grantee representative shall respond on the next business day to inquiries received after Normal Business Hours.
(D) Under Normal Operating Conditions, telephone answer time by a Subscriber representative, including wait time, shall not exceed thirty (30) seconds after the connection is made. If the call must be transferred, transfer time shall not exceed thirty
OFFICE HOURS AND TELEPHONE AVAILABILITY. (A) The Grantee shall maintain a local or toll-free call telephone subscriber service access line which will be available to its subscribers 24 hours a day, seven days a week.
(B) Trained company representatives shall be available to respond to subscriber telephone inquiries during Normal Business Hours.
(C) After Normal Business Hours, the subscriber service access line may be answered by an answering service, automated response system or an answering machine. A qualified Grantee representative shall respond on the next business day to inquiries received after Normal Business Hours.
(D) Under Normal Operating Conditions, telephone answer time by a subscriber representative, including wait time, shall not exceed 30 seconds after the connection is made. If the call must be transferred, transfer time shall not exceed 30 seconds. These standards shall be met not less than 90 percent of the time under normal operating conditions, as measured on a quarterly basis.
(E) Under Normal Operating Conditions, the subscriber shall receive a busy signal less than three percent of the time.
(F) Grantee shall periodically maintain a log, or records in a format approved by the City, of all subscriber complaints by date that is available for City inspection. The log will include subject of call, how it was resolved, when it was resolved, any additional action taken by caller or Grantee, and shall be maintained in a way that allows for sorting, deletion of fields, and manipulation of data per City request. The log shall be maintained a minimum of 12 weeks per year with the dates to be selected by the City on one week's notice to Grantee. The number of days during which the log shall be maintained may be increased, and the information required to be gathered may be altered, to the extent the City reasonably determines there is evidence of a service problem from the log information or otherwise.
(G) Grantee shall establish at least two (2) Subscriber Service Centers, one within 1 mile of the Franchise Area. The Subscriber Service Centers shall be facilities for pick up and return of equipment and payment of bills. The Subscriber Service Centers shall be and all other xxxx payment locations shall be open at least during Normal Business Hours and shall be conveniently located at safe, visible sites within the Grantee's Franchise Area. The Subscriber Service Centers shall be handicapped accessible and located along mass transit routes.
OFFICE HOURS AND TELEPHONE AVAILABILITY. A. The Franchisee shall maintain a toll-free number to receive all calls and inquiries from Subscribers in the County and/or residents regarding Cable Service. The Franchisee representatives trained and qualified to answer questions related to Cable Service in the Service Area must respond to customer telephone inquiries during Normal Business the Franchisee's regular business hours. The Franchisee representatives shall identify themselves by name when answering this number. After Normal Business Hours, the toll-free number may be answered by an Automated Response Unit (''ARU") or a Voice Response Unit ("VRU"), including an answering machine. Inquiries received after Normal Business Hours shall be responded to by a trained company representative on the next business day.
OFFICE HOURS AND TELEPHONE AVAILABILITY. (a) Comcast shall maintain a customer service center that is located in the City and shall be open during Normal Business Hours. Among other services, the customer service center shall provide xxxx payment and equipment pick-up and drop-off services.
(b) Comcast shall provide and maintain a toll free telephone customer service line that will be available to Subscribers twenty-four (24) hours a day, seven (7) days a week. Trained representatives shall respond to customer telephone inquiries during Normal Business Hours. After Normal Business Hours, the access line may be answered by a service or an automated response system. Inquiries received after Normal Business Hours must be responded to by a trained company representative on the next business day.
(c) Under Normal Operating Conditions and during Normal Business Hours, telephone answering time by a customer representative, including wait time, shall not exceed thirty (30) seconds after the connection is made. If the call needs to be transferred, transfer time shall not exceed thirty (30) seconds.
(d) Under Normal Operating Conditions, the customer shall receive a busy signal less than three (3) percent of the time.
(e) Comcast shall not be required to acquire equipment or perform surveys to measure compliance with the telephone answering requirements above unless a historical record of Complaints indicates a clear failure to comply. If the City determines, after receiving Complaints itself and/or receiving a record of Complaints made to Comcast in accordance with Sections 6.5 and 9.1 below, that there is a clear failure to comply with the telephone answering requirements above, the City shall notify Comcast that it must measure its compliance with these requirements for the next ninety (90) days and report to the City with its results.
OFFICE HOURS AND TELEPHONE AVAILABILITY. 1. Access Line. Requires a local, toll-free or collect call service, available 24 hours a day, seven days a week.
2. Response to Inquiries (Normal Hours and Operating Conditions). Requires trained company representatives available to respond to customer within 30 seconds for each call or transferred call. Busy signals kept below 3% over time period. Standard to be met 90% of the time when measured.
OFFICE HOURS AND TELEPHONE AVAILABILITY. 9.1.1 The Grantee shall maintain a local or toll free telephone Subscriber service access line which will be available to its Subscribers twenty-four (24) hours a day, seven (7) days a week.
9.1.2 Trained company representatives shall be available to respond to Subscriber telephone inquiries during Normal Business Hours. Grantee shall have dispatchers and technicians on call twenty-four (24) hours a day, seven (7) days a week, including legal holidays, for emergency purposes.
OFFICE HOURS AND TELEPHONE AVAILABILITY. (a) Comcast shall maintain a customer service center that is conveniently located and at least open during Normal Business Hours.
(b) Comcast shall provide and maintain a local or toll free telephone access line that will be available to Subscribers twenty-four (24) hours a day, seven
