Common use of TELEPHONE AVAILABILITY Clause in Contracts

TELEPHONE AVAILABILITY. A. The Licensee shall maintain a toll-free number to receive all calls and inquiries from Subscribers in the Town and/or residents regarding Cable Service. Licensee representatives trained and qualified to answer questions related to Cable Service in the Service Area must be available to receive reports of Service Interruptions twenty-four (24) hours a day, seven (7) days a week, and other inquiries at least forty-five (45) hours per week. Licensee representatives shall identify themselves by name when answering this number. B. The Licensee’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 License by the Licensee. C. Licensee may use an Automated Response Unit (“ARU”) or a Voice Response Unit (“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 times, if customers do not select any option, the ARU or VRU shall forward the call to a queue for a live representative. The Licensee may reasonably substitute this requirement with another method of handling calls from customers who do not have touch-tone telephones. D. Under Normal Operating Conditions, calls received by the Licensee shall be answered within thirty (30) seconds. The Licensee shall meet this standard for ninety percent (90%) of the calls it receives at all call centers receiving calls from Subscribers, as measured on a cumulative quarterly calendar basis. Measurement of this standard shall include all calls received by the Licensee at all call centers receiving calls from Subscribers, whether they are answered by a live representative, by an automated attendant, or abandoned after 30 seconds of call waiting. E. Under Normal Operating Conditions, callers to the Licensee shall receive a busy signal no more than three (3%) percent of the time during any calendar quarter. F. Upon request from the Town, but in no event more than once a quarter thirty (30) days following the end of each quarter, the Licensee shall report to the Town the following for all call centers receiving calls from Subscribers except for temporary telephone numbers set up for national promotions: (1) Percentage of calls answered within thirty (30) seconds as set forth in Subsection 1.D. (2) Percentage of time customers received busy signal when calling the Verizon service center as set forth in Subsection 1.E. Subject to consumer privacy requirements, underlying activity shall be made available to the Town for review upon reasonable request. G. At the Licensee’s option, the measurements and reporting above may be changed from calendar quarters to billing or accounting quarters. The Licensee shall notify the Town of such a change at least thirty (30) days in advance of any implementation.

TELEPHONE AVAILABILITY. A. The Licensee Franchisee shall maintain a toll-free number to receive all calls and inquiries from Subscribers in the Town Franchise Area and/or residents regarding Cable Service. Licensee Franchisee representatives trained and qualified to answer questions related to Cable Service in the Service Area must be available to receive reports of Service Interruptions twenty-four (24) hours a day, seven (7) days a week, and other inquiries at least forty-five (45) hours per week. Licensee Franchisee representatives shall identify themselves by name when answering this number. B. The Licensee’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 License by the Licensee. C. Licensee Franchisee may use an Automated Response Unit (“"ARU”") or a Voice Response Unit (“"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 first-tier menu of English options. After the first tier menu (not including a foreign language rollout) has run through three times, if customers do not select any option, the ARU or VRU shall will forward the call to a queue for a live representative. The Licensee Franchisee may reasonably substitute this requirement with another method of handling calls from customers who do not have touch-tone telephones. D. C. Under Normal Operating Conditions, calls received by the Licensee Franchisee shall be answered within thirty (30) seconds. The Licensee Franchisee shall meet this standard for ninety percent (90%) of the calls it receives at all call centers receiving calls from Subscribers, as measured on a cumulative quarterly calendar basis. Measurement of this standard shall include all calls received by the Licensee Franchisee at all call centers receiving calls from Subscribers, whether they are answered by a live representative, by an automated attendant, or abandoned after 30 seconds of call waiting. E. D. Under Normal Operating Conditions, callers to the Licensee Franchisee shall receive a busy signal no more than three (3%) percent of the time during any calendar quarter. F. Upon request from the Town, but in no event more than once a quarter thirty (30) days following the end of each quarter, the Licensee shall report to the Town the following for all call centers receiving calls from Subscribers except for temporary telephone numbers set up for national promotions: (1) Percentage of calls answered within thirty (30) seconds as set forth in Subsection 1.D. (2) Percentage of time customers received busy signal when calling the Verizon service center as set forth in Subsection 1.E. Subject to consumer privacy requirements, underlying activity shall be made available to the Town for review upon reasonable request. G. E. At the Licensee’s Franchisee's option, the measurements and reporting above may be changed from calendar quarters to billing or accounting quarters. The Licensee Franchisee shall notify the Town LFA of such a change at least thirty (30) days in advance of any implementation.

TELEPHONE AVAILABILITY. A. The Licensee Franchisee shall maintain a toll-free number to receive all calls and inquiries from Subscribers in the Town Franchise Area and/or residents regarding Cable Service. Licensee The Franchisee representatives trained and qualified to answer questions related to Cable Service in the Service Franchise Area must be available to receive reports of Service Interruptions twenty-four (24) hours a day, seven (7) days a week, and other inquiries at least forty-five (45) hours per week. Licensee The Franchisee representatives shall identify themselves by name when answering this number. B. The Licensee’s Franchisee's telephone numbers shall be listedwidely publicized, with appropriate description (e.g. administrationand will appear at a minimum on subscriber bills, customer servicethe Franchisee’s website, billing, repair, etc.), and 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 License by the Licenseeannual notice. C. Licensee The Franchisee may use an Automated Response Unit (“"ARU”") or a Voice Response Unit (“"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 times, if customers do not select any option, the ARU or VRU shall will forward the call to a queue for a live representative. The Licensee Franchisee may reasonably substitute this requirement with another method of handling calls from customers who do not have touch-tone telephones. D. Under Normal Operating Conditions, calls received by the Licensee Franchisee shall be answered within thirty (30) secondsseconds or less. The Licensee Franchisee shall meet this standard for ninety percent (90%) of the calls it receives at all call centers receiving calls from Subscribers, as measured on a cumulative quarterly calendar basisbasis under Normal Operating Conditions. Measurement of this standard shall include all calls received by the Licensee Franchisee at all call centers receiving calls from Subscribers, whether they are answered by a live representative, by an automated attendant, or abandoned after 30 seconds of call waiting. E. Under Normal Operating Conditions, callers to the Licensee Franchisee shall receive a busy signal no more than three (3%) percent of the time during any calendar quarter. F. Upon written request from the TownCity, but in no event more than once a quarter thirty (30) days following the end of each quarter, the Licensee Franchisee shall report to the Town City the following for all call centers receiving calls from Subscribers except for temporary telephone numbers set up for national promotions: (1) Percentage of calls answered within thirty (30) seconds as set forth in Subsection 1.D.2.D. above. (2) Percentage of time customers received busy signal when calling the Verizon service center as set forth in Subsection 1.E. 2.E. above. Subject to consumer privacy requirements, underlying activity shall will be made available to the Town City for review upon reasonable request. G. At the Licensee’s Franchisee's option, the measurements and reporting above may be changed from calendar quarters to billing or accounting quarters. The Licensee Franchisee shall notify the Town City of such a change at least thirty (30) days in advance of any implementation.

TELEPHONE AVAILABILITY. A. The Licensee Franchisee shall maintain a at least one local or toll-free telephone number to receive all calls and inquiries from Subscribers in the Town Franchise Area and/or residents regarding Cable Service. Licensee representatives trained Trained and qualified Franchisee representatives shall be available to answer questions related to Cable Service and to receive Service Interruption reports in the Service Area must be available to receive reports of Service Interruptions twenty-four (24) hours a day, seven (7) days a week, and other inquiries at least forty-five (45) hours per week. Licensee Franchisee representatives shall identify themselves by name when answering this number. B. The LicenseeFranchisee’s telephone numbers shall be listed, with appropriate description (e.g. 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 License Franchise by the LicenseeFranchisee. C. Licensee Franchisee may use an Automated Response Unit (“ARU”) or a Voice Response Unit (“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 times, if customers do not select any option, the ARU or VRU shall will forward the call to a queue for a live representative. The Licensee Franchisee may reasonably substitute this requirement with another method of handling calls from customers who do not have touch-tone telephonestelephones or who require the use of TTY. D. Under Normal Operating Conditions, calls received by the Licensee Franchisee shall be answered within thirty (30) seconds. The Licensee Franchisee shall meet this standard for ninety percent (90%) of the calls it receives at all call centers receiving calls from Subscribers, as measured on a cumulative quarterly calendar basis. Measurement of this standard shall include all calls received by the Licensee Franchisee at all call centers receiving calls from Subscribers, whether they are answered by a live representative, by an automated attendant, or abandoned after 30 seconds of call waiting. E. Under Normal Operating Conditions, callers to the Licensee Franchisee shall receive a busy signal no more than three (3%) percent of the time during any calendar quarter. F. Upon request from the Town, City but in no event more than once a quarter thirty (30) days following the end of each quarter, the Licensee Franchisee shall report to the Town City the following for all call centers receiving calls from Subscribers except for temporary telephone numbers set up for national promotions: (1) Percentage of calls answered within thirty (30) seconds as set forth in Subsection 1.D.2.D. (2) Percentage of time customers received busy signal when calling the Verizon service center as set forth in Subsection 1.E. 2.E. Subject to consumer privacy requirements, underlying activity shall will be made available to the Town City for review upon reasonable request. G. At the LicenseeFranchisee’s option, the measurements and reporting above may be changed from calendar quarters to billing or accounting quarters. The Licensee Franchisee shall notify the Town City of such a change at least thirty (30) days in advance of any implementation.

TELEPHONE AVAILABILITY. A. The Licensee (A) Grantee shall maintain a toll-free number to receive all calls and inquiries from Subscribers in the Town Franchise Area and/or residents regarding Cable Service. Licensee Grantee representatives trained and qualified to answer questions related to Cable Service in the Service Area must be available to receive reports of Service Interruptions twenty-twenty- four (24) hours a day, seven (7) days a week, and such representatives shall be available to receive all other inquiries at least forty-five (45) hours per weekweek including at least one night per week and/or some weekend hours. Licensee Grantee representatives shall identify themselves by name when answering this number. B. The Licensee(B) Grantee’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 License Agreement by the LicenseeGrantee. C. Licensee (C) Grantee may use an Automated Response Unit (“ARU”) or a Voice Response Unit (“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 times, if customers Subscribers do not select any option, the ARU or VRU shall will forward the call to a queue for a live representative. The Licensee Grantee may reasonably substitute this requirement with another method of handling calls from customers Subscribers who do not have touch-tone telephones. D. (D) Under Normal Operating Conditions, calls received by the Licensee Grantee shall be answered within thirty (30) secondsseconds during Normal Business Hours. The Licensee Grantee shall meet this standard for ninety percent (90%) of the calls it receives at all call centers receiving calls from Franchise Area Subscribers, as measured on a cumulative quarterly Quarterly calendar basis. Measurement of this standard shall include all calls received by the Licensee Grantee at all call centers receiving calls from Subscribers, whether they are answered by a live representative, by an automated attendant, or abandoned after 30 thirty (30) seconds of call waiting. If the call needs to be transferred, transfer time shall not exceed thirty (30) seconds. E. (E) Under Normal Operating Conditions, callers to the Licensee Grantee shall receive a busy signal no more than three (3%) percent of the time during any calendar quarterQuarter. F. (F) Upon request from the Townrequest, but in no event more than once a quarter thirty Forty-five (3045) days following the end of each quarterQuarter, the Licensee Grantee shall report to the Town Grantor, the following for all call centers receiving calls from Subscribers except for temporary telephone numbers set up for national promotions: (1) Percentage of calls answered within thirty (30) seconds as set forth in Subsection 1.D.subsection 2(D) of this Attachment A; and (2) Percentage of time customers Subscribers received a busy signal when calling the Verizon Grantee’s service center as set forth in Subsection 1.E. Subject to consumer privacy requirements, underlying activity shall be made available to the Town for review upon reasonable request.Section 2(E) of this Attachment A. G. (G) At the LicenseeGrantee’s option, the measurements and reporting above may be changed from calendar quarters to billing or accounting quartersquarters one time during the term of this Agreement. The Licensee Grantee shall notify the Town Grantor of such a change at least not less than thirty (30) days in advance of any implementationadvance.

TELEPHONE AVAILABILITY. A. The Licensee Franchisee shall maintain a toll-free number available twenty-four (24) hours a day, seven (7) days a week, to receive all calls and inquiries from Subscribers in the Town Franchise Area and/or residents regarding Cable ServiceService as follows. Licensee Franchisee representatives trained and qualified to answer questions related to Cable Service in the Service Area must be available to receive reports of Service Interruptions twenty-four (24) hours a day, seven (7) days a week, and other calls and inquiries at least forty-five (45) hours per week. Licensee Franchisee representatives shall identify themselves by name when answering this number. B. The Licensee’s 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 License Franchise by the LicenseeFranchisee. C. Licensee Franchisee may use an Automated Response Unit (“"ARU”") or a Voice Response Unit (“"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 times, if customers do not select any option, the ARU or VRU shall will forward the call to a queue for a live representative. Franchisee shall provide in the first tier menu an option which allows any Subscriber at any time to bypass the first tier menu or leave the queue and speak directly with a customer service representative. The Licensee Franchisee may reasonably substitute this requirement with another method of handling calls from customers who do not have touch-tone telephones. D. Under Normal Operating Conditions, calls received by the Licensee Franchisee shall be answered within thirty (30) seconds. The Licensee Franchisee shall meet this standard for ninety percent (90%) of the calls it receives at all call centers receiving calls from Subscribers, as measured on a cumulative quarterly calendar basis. If a call is answered by an automated attendant, transfers to customer service representatives shall be completed within thirty (30) seconds from the time that the option is selected by the caller. Measurement of this standard shall include all calls received by the Licensee Franchisee at all call centers receiving calls from Subscribers, whether they are answered by a live representative, by an automated attendant, or abandoned after 30 seconds of call waiting. E. Under Normal Operating Conditions, callers to the Licensee Franchisee shall receive a busy signal no more than three (3%) percent of the time during any calendar quarter. F. Upon Commencing with the first calendar quarter or portion thereof ending after six (6) months from the Service Date, upon request from the TownLFA, but in no event more than once a quarter thirty (30) days following the end of each quarter, the Licensee Franchisee shall report to the Town LFA the following for all call centers receiving calls from Subscribers except for temporary telephone numbers set up for national promotions: (1) Percentage of calls answered within thirty (30) seconds as set forth in Subsection 1.D. (2) Percentage of time customers received busy signal when calling the Verizon service center as set forth in Subsection 1.E. Subject to consumer privacy requirements, underlying activity shall be made available to the Town for review upon reasonable request. G. At the Licensee’s option, the measurements and reporting above may be changed from calendar quarters to billing or accounting quarters. The Licensee shall notify the Town of such a change at least thirty (30) days in advance of any implementation.

TELEPHONE AVAILABILITY. A. The Licensee Franchisee shall maintain a toll-free number to receive all calls and inquiries from Subscribers in the Town Township and/or residents regarding Cable Service. Licensee representatives trained and qualified to answer questions related to Cable Service in the Service Area must be available to receive reports of Service Interruptions twenty-four (24) hours a day, seven (7) days a week. The Franchisee representatives trained and qualified to answer questions related to Cable Service in the Township must respond to customer telephone inquiries during Normal Business Hours. Such representatives must be available to respond to Service Interruptions twenty four (24) hours a day, seven (7) days a week and all other inquiries at least forty-five (45) hours per week. Licensee The Franchisee representatives shall identify themselves by name when answering this number. B. The LicenseeFranchisee’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 AreaTownship, beginning with the next publication cycle after acceptance of this License Franchise by the LicenseeFranchisee. C. Licensee The Franchisee may use an Automated Response Unit (“ARU”) or a Voice Response Unit (“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 times, if customers do not select any option, the ARU or VRU shall will forward the call to a queue for a live representative. The Licensee Franchisee may reasonably substitute this requirement with another method of handling calls from customers who do not have touch-tone telephones. D. Under Normal Operating Conditions, calls received by the Licensee Franchisee shall be answered within thirty (30) seconds. The Licensee Franchisee shall meet this standard for ninety percent (90%) of the calls it receives at all call centers receiving calls from Subscribers, as measured on a cumulative quarterly calendar basis. Measurement of this standard shall include all calls received by the Licensee Franchisee at all call centers receiving calls from Subscribers, whether they are answered by a live representative, by an automated attendant, or abandoned after 30 thirty (30) seconds of call waiting. E. Under Normal Operating Conditions, callers to the Licensee Franchisee shall receive a busy signal no more than three percent (3%) percent of the time during any calendar quarter. F. Upon request from the TownTownship, but in no event more than once a quarter thirty (30) days following the end of each quarter, the Licensee Franchisee shall report to the Town Township the following for all call centers receiving calls from Subscribers except for temporary telephone numbers set up for national promotions: (1) Percentage of calls answered within thirty (30) seconds as set forth in Subsection 1.D.2.D. (2) Percentage of time customers received busy signal when calling the Verizon service center as set forth in Subsection 1.E. 2.E. Subject to consumer privacy requirements, underlying activity shall will be made available to the Town Township for review upon reasonable request. G. At the LicenseeFranchisee’s option, the measurements and reporting above may be changed from calendar quarters to billing or accounting quarters. The Licensee Franchisee shall notify the Town Township of such a change at least thirty (30) days in advance of any implementation.

TELEPHONE AVAILABILITY. A. The Licensee Franchisee shall maintain a toll-free number to receive all calls and inquiries from Subscribers in the Town Franchise Area and/or residents regarding Cable Service. Licensee The Franchisee representatives trained and qualified to answer questions related to Cable Service in the Service Franchise Area must be available to receive reports of Service Interruptions twenty-twenty four (24) hours a day, seven (7) days a week, and other inquiries at least forty-forty five (45) hours per weekweek including some evening and weekend hours. Licensee The Franchisee representatives shall identify themselves by name when answering this number. B. The Licensee’s Franchisee's telephone numbers number(s) shall be listed, publically listed with appropriate description descriptions (e.g. administration, customer service, billing, repair, etc.)) if applicable, in the directory published by the local telephone company or companies serving the Service AreaFranchise Area or otherwise available through directory assistance, beginning with the next publication cycle after acceptance of this License by the Licenseeand/or published on-line and on customer invoices. C. Licensee The Franchisee may use an Automated Response Unit (“"ARU”") or a Voice Response Unit (“"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 times, if customers do not select any option, the ARU or VRU shall will forward the call to a queue for a live representativerepresentative unless Franchisee also offers a VRU option. The Licensee Franchisee may reasonably substitute this requirement with another method of handling calls from customers who do not have touch-tone telephones. D. Under Normal Operating Conditions, calls received by the Licensee Franchisee shall be answered within thirty (30) seconds. The Licensee Franchisee shall meet this standard for ninety percent (90%) of the calls it receives at all call centers receiving calls from Subscribers, as measured on a cumulative quarterly calendar basis. Measurement of this standard shall include all calls received by the Licensee Franchisee at all call centers receiving calls from Subscribers, whether they are answered by a live representative, by an automated attendant, or abandoned after 30 thirty (30) seconds of call waiting. E. Under Normal Operating Conditions, callers to the Licensee Franchisee shall receive a busy signal no more than three percent (3%) percent of the time during any calendar quarter. F. Upon request from the Town, but in no event more than once a quarter thirty (30) days following the end of each quarter, the Licensee shall report to the Town the following for all call centers receiving calls from Subscribers except for temporary telephone numbers set up for national promotions: (1) Percentage of calls answered within thirty (30) seconds as set forth in Subsection 1.D. (2) Percentage of time customers received busy signal when calling the Verizon service center as set forth in Subsection 1.E. Subject to consumer privacy requirements, underlying activity shall be made available to the Town for review upon reasonable request. G. At the Licensee’s Franchisee's option, the measurements and reporting above may be changed from calendar quarters to billing or accounting quarters. The Licensee Franchisee shall notify the Town City of such a change at least thirty (30) days in advance of any implementation.

TELEPHONE AVAILABILITY. A. The Licensee Franchisee shall maintain a toll-free number to receive all calls and inquiries from Subscribers in the Town Franchise Area and/or residents regarding Cable Service. Licensee Franchisee representatives trained and qualified to answer questions related to Cable Service in the Service Area must be available to receive reports of Service Interruptions twenty-four (24) hours a day, seven (7) days a week, and other inquiries at least forty-five (45) hours per week. Licensee Franchisee representatives shall identify themselves by name when answering this number. B. The LicenseeFranchisee’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 License Franchise by the LicenseeFranchisee. C. Licensee Franchisee may use an Automated Response Unit (“ARU”) or a Voice Response Unit (“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 times, if customers do not select any option, the ARU or VRU shall will forward the call to a queue for a live representative. The Licensee Franchisee may reasonably substitute this requirement with another method of handling calls from customers who do not have touch-tone telephones. D. Under Normal Operating Conditions, calls received by the Licensee Franchisee shall be answered within thirty (30) seconds. The Licensee Franchisee shall meet this standard for ninety percent (90%) of the calls it receives at all call centers receiving calls from Subscribers, as measured on a cumulative quarterly calendar basis. Measurement of this standard shall include all calls received by the Licensee Franchisee at all call centers receiving calls from Subscribers, whether they are answered by a live representative, by an automated attendant, or abandoned after 30 seconds of call waiting. E. Under Normal Operating Conditions, callers to the Licensee Franchisee shall receive a busy signal no more than three (3%) percent of the time during any calendar quarter. F. Upon request from the Town, but in no event more than once a quarter thirty (30) days following the end of each quarter, the Licensee shall report to the Town the following for all call centers receiving calls from Subscribers except for temporary telephone numbers set up for national promotions: (1) Percentage of calls answered within thirty (30) seconds as set forth in Subsection 1.D. (2) Percentage of time customers received busy signal when calling the Verizon service center as set forth in Subsection 1.E. Subject to consumer privacy requirements, underlying activity shall be made available to the Town for review upon reasonable request. G. At the Licensee’s option, the measurements and reporting above may be changed from calendar quarters to billing or accounting quarters. The Licensee shall notify the Town of such a change at least thirty (30) days in advance of any implementation.

TELEPHONE AVAILABILITY. A. The Licensee Franchisee shall maintain a toll-free number to receive all calls and inquiries from Subscribers in the Town Franchise Area and/or residents regarding Cable Service. Licensee Franchisee representatives trained and qualified to answer questions related to Cable Service in the Service Area must be available to receive reports of Service Interruptions twenty-four (24) hours a day, seven (7) days a week, and other inquiries at least forty-five (45) hours per week. Licensee Franchisee representatives shall identify themselves by name when answering this number. B. The LicenseeFranchisee’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 License Franchise by the LicenseeFranchisee and appear on Subscriber bills. C. Licensee Franchisee may use an Automated Response Unit (“ARU”) or a Voice Response Unit (“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 times, if customers do not select any option, the ARU or VRU shall will forward the call to a queue for a live representative. The Licensee Franchisee may reasonably substitute this requirement with another method of handling calls from customers who do not have touch-tone telephones. D. Under Normal Operating Conditions, calls received by the Licensee Franchisee shall be answered within thirty (30) seconds. The Licensee Franchisee shall meet this standard for ninety percent (90%) of the calls it receives at all call centers receiving calls from Subscribers, as measured on a cumulative quarterly calendar basis. Measurement of this standard shall include all calls received by the Licensee Franchisee at all call centers receiving calls from Subscribers, whether they are answered by a live representative, by an automated attendant, or abandoned after 30 seconds of call waiting. E. Under Normal Operating Conditions, callers to the Licensee Franchisee shall receive a busy signal no more than three (3%) percent of the time during any calendar quarter. F. Upon request from the Town, but in no event more than once a quarter thirty (30) days following the end of each quarter, the Licensee shall report to the Town the following for all call centers receiving calls from Subscribers except for temporary telephone numbers set up for national promotions: (1) Percentage of calls answered within thirty (30) seconds as set forth in Subsection 1.D. (2) Percentage of time customers received busy signal when calling the Verizon service center as set forth in Subsection 1.E. Subject to consumer privacy requirements, underlying activity shall be made available to the Town for review upon reasonable request. G. At the LicenseeFranchisee’s option, the measurements and reporting above may be changed from calendar quarters to billing or accounting quarters. The Licensee Franchisee shall notify the Town LFA of such a change at least thirty (30) days in advance of any implementation.