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7 <br /> QUALITY CUSTOMER SERVICE <br /> Our service falls into two broad categories: repair requests <br /> and system service interruptions. The majority of our repair <br /> work involves minor problems isolated to individual residences. <br /> Typical problems include: fine tuning of television, cable <br /> pulled loose in the home, cable drops (cable running from <br /> utility poles to homes) which have been damaged by high wind and <br /> fallen tree limbs. <br /> To reduce our response time to customers ' repair requests, the <br /> repair service hours have increased by 22% in the past twelve <br /> months and the technical staff itself has increased by 100% <br /> during the past thirty months. Customers may call our Repair <br /> Center to report any problem, any time of the day or night, 365 <br /> days a year. Trained cable professional personnel are always on <br /> duty, ready to assist. The technical staff performs service <br /> calls in the home Monday through Friday from 8 : 00 am to 7: 00 pm, <br /> 8 : 00 am through 5 :0,0 pm on Saturday and 9: 00 am through 5 : 00 pm <br /> on Sunday. During the remaining hours, a team of technicians <br /> is on call. <br /> Our goal is to respond to every service call within 18 hours; <br /> however, in cases of major service disruptions, our response <br /> time may be impaired. <br /> System Outages <br /> Area outages are usually weather related, caused by the high <br /> winds, lightning, power surges and power outages which often <br /> accompany thunder storms. Outages are determined by the flow of <br /> incoming calls. Once the area experiencing the outage has been <br /> identified, technicians are dispatched immediately. During off <br /> hours, the response time is typically one half hour from the <br /> time the technician is notified. <br /> The amount of time required to restore service depends entirely <br /> on the damage to the cable television equipment. During elec- <br /> trical failure, Cablevision must wait for the power company to <br /> complete its work before beginning our own. However, service is <br /> usually restored within two hours: <br />