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EXHIBIT D <br /> CONSUMER PROTECTION AND CUSTOMER SERVICE STANDARDS <br /> (1) Cable System office hours and telephone availability. <br /> (a) Grantee will maintain a local, toll-free or collect ca11 telephone access line <br /> which will be available to its Subscribers twenty-four(24)hours a day, seven(7)days a <br /> week. <br /> (i) Trained Grantee representatives will be available to respond to <br /> customer telephone inquiries during Normal Business Hours. <br /> (ii) After Normal Business Hours, the access line may be answered by <br /> a service or an automated response system, including an answering machine. <br /> Inquiries received after Normal Business Hours must be responded to by a trained <br /> Grantee representative on the next business day. <br /> (b) 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 percent(90%) of the <br /> time under Normal Operating Conditions, measured on a quarterly basis. <br /> (c) Grantee shall not be required to acquire equipment or perform surveys to <br /> measure compliance with the telephone answering standards above unless an historical <br /> record of complaints indicates a clear failure to comply. <br /> (d) Under Normal Operating Conditions, the customer will receive a busy <br /> signal less than three percent(3%) of the time. <br /> (e) Customer service center and bill payment locations will be open at least <br /> during Normal Business Hours and will be conveniently located. Current locations <br /> include Mound and Chanhassen. Grantee will provide adequate notice to customers of <br /> any changes or modifications to locations or hours of operation. <br /> (2) Installations, Outages and Service Calls. Under Normal Operating Conditions, <br /> each of the following standards will be met no less than ninety-five percent(95%) of the time <br /> measured on a quarterly basis: <br /> (a) Standard Installations will be performed within seven(7) business days <br /> after an order has been placed. <br /> (b) Excluding conditions beyond the control of Grantee, Grantee will begin <br /> working on"Service Interruptions"promptly and in no event later than twenty-four(24) <br /> hours after the interruption becomes known. Grantee must begin actions to correct other <br /> Service problems the next business day after notification of the Service problem. <br /> in2�6�2 D-1 <br />