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EXHIBIT D <br /> CUSTOMER 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 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 /> 37 <br /> 232860v1 <br />