Agenda - 08-06-1990 - Laserfiche WebLink

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18 SERVICE RESPONSE As part of our continuing commitment to customer service, Cable - vision repair calls are answered 24 hours a day by trained Cablevision professionals. Repair requests usually fall into one of two categories: system outages or individual repair requests. As calls for individual repair service are received, a computerized work order is generated in our communications center. These service calls are then dispatched to the next available technician or an appointment is scheduled at the customer's convenience. Repair calls generated by a system service interruption are handled differently. After three calls from the same vicinity are received, the pattern is analyzed and technicians are sent to repair the problem. Average response time to outages, once identified, is often within 30 minutes. The time required to restore service will vary depending upon the nature of the problem. Typical resolution time for a service interruption is less than two hours. Credit adjustments for customers are processed upon request of the customer. Customer Service and Repair personnel are authorized to grant up to five days credit without a supervisor's approval. Included in the area of repair response is standby power supplies. The installation of battery operated standby power supplies in the system will continue and this will help improve overall plant reliability. The current installation of these power supplies follows major distribution trunk routes and specific areas that have demonstrated a need due to repeated problems with commercial power. This placement assures the maximum benefit for the majority of our customers. Cablevision continues to evaluate standby power supply units from a variety of vendors. While no standby power supply available today has proven to fully meet our standards for reliability, we will continue to install standby on a measured basis.