§ 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
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
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.