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14 <br /> <br />8. Interconnection. The System servicing the Cities of Arden Hills, Falcon Heights, <br />Lauderdale, Little Canada, Mounds View, New Brighton, North Oaks, Roseville, and St. <br />Anthony, shall continue to be completely interconnected. <br /> <br />9. Lockout Device. Upon the request of a Subscriber, Grantee shall make available <br />a Lockout Device or similar functionality by software at no additional charge to Subscribers. <br /> <br />SECTION 5. SERVICE PROVISIONS <br /> <br />1. Regulation of Service Rates. <br /> <br />a. The City may regulate rates for the provision of Cable Service, equipment, <br />or any other communications service provided over the System to the extent allowed <br />under federal or state law(s). City/Commission reserves the right to regulate rates for any <br />future services to the extent permitted by law. <br /> <br />b. Grantee shall give City and Subscribers written notice of any change in a <br />rate or charge pursuant to the terms of by 47 CFR § 76.1603. Bills must be clear, <br />concise, and understandable and compliant with applicable law. <br /> <br />2. Non-Standard Installations. Grantee shall install and provide Cable Service to <br />any Person requesting other than a Standard Installation provided that said Cable Service can <br />meet FCC technical specifications and all payment and policy obligations are met. In such case, <br />Grantee may charge for the incremental increase in material and labor costs incurred beyond the <br />Standard Installation. <br /> <br />3. Sales Procedures. Grantee shall not exercise deceptive sales procedures when <br />marketing any of its services within City. In its initial communication or contact with a non- <br />Subscriber, Grantee shall upon request inform the non-Subscriber of all levels of service <br />available, including the lowest priced service tiers. Grantee shall have the right to market door- <br />to-door during reasonable hours consistent with local ordinances and regulation. <br /> <br />4. Subscriber Inquiry and Complaint Procedures. <br /> <br />a. Grantee shall have a publicly listed toll-free telephone number which shall <br />be operated so as to receive Subscriber complaints and requests on a twenty-four (24) <br />hour-a-day, seven (7) days-a-week, 365 days a year basis. During normal business hours, <br />trained representatives of Grantee shall be available to respond to Subscriber inquiries. <br /> <br />b. Grantee shall maintain adequate numbers of telephone lines and personnel <br />to respond in a timely manner to schedule service calls and answer Subscriber complaints <br />or inquiries in a manner consistent with regulations adopted by the FCC and City where <br />applicable and lawful. Under normal operating conditions, telephone answer time by a <br />customer representative, including wait time, shall not exceed thirty (30) seconds when <br />the connection is made. If the call needs to be transferred, transfer time shall not exceed <br />thirty (30) seconds. These standards shall be met no less than ninety (90) percent of the