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33 <br />service complaints to be received at the Grantee's business office from 8:00 A.M. until <br />7:00 P.M. on Monday through Friday of each week and from 9:00 A.M. until 1:00 P.M. <br />on Saturday; and the address of the Grantee's business office. <br />4. Installations, Outage and Service Calls <br />4. 1. Under normal operating conditions, each of the following standards shall be met no less <br />than ninety -five percent (95 %) of the time measured on an annual basis. <br />4.2. Standard installation shall be performed within seven (7) business days after an order has <br />been placed. "Standard installations are up to one hundred fifty (150) feet from the <br />existing distribution system. <br />4.3. Excluding those situations beyond the control of the Grantee, the Grantee shall respond <br />to service interruptions promptly and no later than twenty -four (24) hours after the <br />interruption becomes known to the Grantee. The Grantee must begin actions to correct <br />other service problems the next business day after notification to the Grantee of the <br />service problem. <br />4.4. The "appointment window" alternatives for installations, service calls, and other <br />installation activities shall be two (2) hour windows during normal business hours. <br />Additionally, based on the community needs, the Grantee shall schedule supplemental <br />hours during which appointments can be set. <br />4.5. If, at any time an installer or technician is running late, an attempt to contact the <br />customer shall be made and the appointment rescheduled as necessary at a time <br />convenient for the customer. <br />4.6. The Grantee shall render efficient service, make repairs promptly and interrupt service <br />only for good cause and for the shortest time possible. Interruptions not within the <br />midnight to 6:00 A.M. period, insofar as possible, shall be preceded by notice to <br />Subscribers. <br />4.7. The Grantee office and technical personnel, in lieu of answering devices, shall receive <br />customer calls during business hours and respond to all customer complaint calls until <br />10:00 P.M. on normal business days. After 10:00 P.M. on any day, trained technicians <br />shall respond to calls if three (3) or more complaints are received by Subscribers served <br />by a common distribution system. <br />5. Communication at Time of New Service or Installation <br />5.1. The Grantee shall provide written information in each of the following areas at the time <br />of installation and at any future time upon request: <br />5.1.1. products and services offered <br />5.1.2. prices and service options <br />5.1.3. installation and service policies <br />5.1.4. how to use the Cable Service <br />8/22/2003 <br />