92-14. System Interruption and Repair.
- Restoration of service. The grantee shall provide such adjustments and repairs as are necessary to provide a quality signal to the subscriber within 24 hours of the time the report of failure or malfunction of a subscriber's service is made. Failures or malfunctions of the system shall be corrected by the grantee promptly after notice of such failure or malfunction except or unless such failure or malfunction shall be over a substantial portion of the grantee's system and shall have been caused by storm, fire, vehicular damage, lightning, explosion, civil commotion or other similar catastrophe; in such case repairs shall be made as soon as possible.
- Interruption of service. The grantee shall render efficient service, make repairs promptly and interrupt service only for good cause and for the shortest time possible. Interruptions for system maintenance insofar as possible shall be preceded by notice and shall occur during periods of minimum use of the system. The grantee shall, upon request of the customer, prorate the customer charges for service if the customer has experienced total loss of service for any period over 24 hours, unless such loss was beyond the control of the grantee.
- Business office and telephone number for repairs. The grantee shall consistently maintain an office in the County which shall be open during normal business hours of every day, legal holidays excepted, Monday through Friday, inclusive, which shall have a listed telephone, which telephone shall be so operated and monitored that complaints or requests for repairs or adjustments because of malfunctions can be received at any time of day, Sunday through Saturday, and holidays.
- Notice concerning complaints. Notice of the procedure for reporting and resolving complaints will be given to each subscriber at the time of initial installation of the cable system. A contact telephone number will be given to each subscriber for each subscriber to directly report their complaints to the grantee.
- In the event of a major interruption of service affecting a large number of customers, the grantee will make every effort to respond personally to customer inquiries or shall utilize a recorded telephone message identifying the specific system malfunction and giving the estimated time of service restoration. However, at no time shall any incoming calls be disregarded.
- Standby power. The grantee shall provide emergency power supplies at the head-end. All utility safety regulations shall be followed to prevent the emergency power supplies or standby generators from powering nonfunctioning utility lines. The status of each standby power supply will be monitored regularly by the grantee to ensure reliable operation and to record actual usage.
