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232860v1 <br />37 <br />EXHIBIT D <br />CUSTOMER PROTECTION AND CUSTOMER SERVICE STANDARDS <br />(1)Cable System office hours andtelephone availability. <br />(a)Grantee will maintain a local, toll-free or collect call telephone access <br />line which will be available to its Subscribers twenty-four (24) hours a day, seven (7) <br />days a week. <br />(i)Trained Grantee representatives will be available to respond <br />to customer telephone inquiries during Normal Business Hours. <br />(ii)After Normal Business Hours, the access line may be answered <br />by a service or an automated response system, including an answering machine. <br />Inquiries received after Normal Business Hours must be responded to by a <br />trained 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 <br />when the connection is made. If the call needs to be transferred, transfer time shall not <br />exceed thirty (30) seconds. These standards shall be met no less than ninety percent <br />(90%) of the time under Normal Operating Conditions, measured on a quarterly basis. <br />(c)Grantee shall not be required to acquire equipment or perform surveys <br />to measure compliance with the telephone answering standards above unless an <br />historical record of complaints indicates a clear failure to comply. <br />(d)Under Normal Operating Conditions, the customer will receive a <br />busy signal less than three percent (3%) of the time. <br />(2)Installations, Outages and Service Calls. Under Normal Operating <br />Conditions, each of the following standards will be met no less than ninety-five percent <br />(95%) of the time measured on a quarterly basis: <br />(a)Standard Installations will be performed within seven (7) business <br />days 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 <br />(24) hours after the interruption becomes known. Grantee must begin actions to <br />correct other Service problems the next business day after notification of the Service <br />problem. <br />(c)The "appointment window" alternatives for Installations, Service calls, <br />and other Installation activities will be either a specific time or, at maximum, a four (4) <br />hour time block during Normal Business Hours. (Grantee may schedule Service calls <br />and other Installation activities outside of Normal Business Hours for the express <br />convenience of the customer.) <br />102