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37 <br />(d) Under Normal Operating Conditions, the customer will receive a busy signal less <br />than three percent (3%) of the time. <br /> <br />(e) Customer service center and bill payment locations will be open at least during <br />Normal Business Hours and will be conveniently located. <br /> <br />(f) The Grantee shall utilize such equipment and software and keep such records as <br />are necessary or required to enable the City and Commission to determine whether the <br />Grantee is complying with all telephone answering standards required by applicable <br />customer service regulations and laws, as amended from time to time. The Grantee shall <br />provide the Commission with a quarterly report documenting Grantee’s compliance with <br />this Section 14.5 as is the current practice. <br /> <br />14.6 Installations, Outages and Service Calls. Under Normal Operating Conditions, each of <br />the following standards will be met no less than ninety-five percent (95%) of the time measured <br />on a quarterly basis: <br /> <br />(a) Standard Installations will be performed within seven (7) business days after an <br />order has been placed. “Standard” Installations are those that are located up to one hundred <br />twenty-five (125) feet from the existing distribution system as more specifically set forth <br />in Section 6.6(e). <br /> <br />(b) Excluding conditions beyond the control of Grantee, Grantee will begin working <br />on “service interruptions” promptly and in no event later than twenty-four (24) hours after <br />the interruption becomes known. Grantee must begin actions to correct other Service <br />problems the next business day after notification of the Service problem. <br /> <br />(c) The “appointment window” alternatives for installations, Service calls, and other <br />installation activities will be either a specific time or, at maximum, a four (4) hour time <br />block during Normal Business Hours. (Grantee may schedule Service calls and other <br />installation activities outside of Normal Business Hours for the express convenience of <br />the customer.) <br /> <br />(d) Grantee may not cancel an appointment with a customer after the close of business <br />on the business day prior to the scheduled appointment. <br /> <br />(e) If Grantee’s representative is running late for an appointment with a customer and <br />will not be able to keep the appointment as scheduled, the customer will be contacted. The <br />appointment will be rescheduled, as necessary, at a time which is convenient for the <br />customer. <br /> <br />14.7 Communications between Grantee and Subscribers. <br /> <br />(a) Refunds. Refund checks will be issued promptly, but no later than either: <br /> <br />(i) The customer’s next billing cycle following resolution of the request or <br />thirty (30) Days, whichever is earlier, or