Laserfiche WebLink
36 <br />copy of the written information shall be provided to each Subscriber at the time of initial <br />connection and any subsequent reconnection. <br /> <br />14.3 Customer Service Standards. <br /> <br />(a) The City hereby adopts the customer service standards set forth in Part 76, §76.309 <br />of the FCC’s rules and regulations, as amended. <br /> <br />(b) Grantee shall provide City with information demonstrating Grantee’s compliance <br />with each and every term and provision of Section 14.5. <br /> <br />(c) Grantee shall comply in all respects with the customer service requirements <br />established by the FCC and those set forth herein. The City reserves the right to enact <br />additional consumer protection laws or requirements to the extent such requirements are <br />not inconsistent with, and preempted by, the FCC’s customer service standards. <br /> <br />14.4 Local Office. Grantee shall maintain a convenient, reasonably accessible local customer <br />service and bill payment location for matters such as receiving Subscriber payments, handling <br />billing questions, equipment replacement and customer service information. Grantee’s customer <br />service offices in Vadnais Heights and Woodbury (or reasonably accessible alternative locations) <br />are deemed to satisfy this requirement for a convenient, reasonably accessible local customer <br />service office. <br /> <br />14.5 Cable System office hours and telephone availability. Grantee shall comply with the <br />standards and requirements for customer service set forth below during the term of this Franchise. <br /> <br />(a) Grantee will maintain a local, toll-free telephone access line which will be <br />available to its Subscribers twenty-four (24) hours a Day, seven (7) days a week. <br /> <br />(i) Trained Grantee representatives will be available to respond to customer <br />telephone inquiries during Normal Business Hours. <br /> <br />(ii) The access line may be initially answered by an interactive voice response <br />system but a Subscriber, under Normal Operating Conditions, shall have the option <br />to speak to a trained Grantee representative during Normal Business Hours. <br />Inquiries received after Normal Business Hours must be responded to by a trained <br />Grantee representative on the next business day. <br /> <br />(b) Under Normal Operating Conditions, telephone answer time by a customer <br />representative, including wait time, shall not exceed thirty (30) seconds when the <br />connection is made. If the call needs to be transferred, transfer time shall not exceed thirty <br />(30) seconds. These standards shall be met no less than ninety percent (90%) of the time <br />under Normal Operating Conditions, measured on a quarterly basis. <br /> <br />(c) Grantee shall not be required to acquire equipment or perform surveys to measure <br />compliance with the telephone answering standards above unless an historical record of <br />complaints indicates a clear failure to comply.