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29 <br /> 1 5. Connections to the Network <br /> 2 North State will install services to any residence passed by the network. Connections of up <br /> 3 to 1000 feet in length will be installed at no additional cost to the customer. <br /> 4 <br /> 5 6. Network Quality and Reliability <br /> 6 North State has agreed to maintain a reliable, high-quality network as detailed in Attachment <br /> 7 E. The network will meet or exceed the performance standards detailed in the attachment <br /> 8 for service speed, packet loss, and latency to guarantee a high performing network. <br /> 9 <br /> 10 7. Customer Service <br /> 11 North State has also agreed to response time and customer service standards as detailed in <br /> 12 Attachment E. These standards include a 24 hour a day, seven day a week call center with <br /> 13 performance metrics for answer times as well as performance standards for customer <br /> 14 appointments, customer activations, service restorations in the event of an outage, and the <br /> 15 ability for the County to access customer complaint reports and monitor complaint <br /> 16 disposition. <br /> 17 <br /> 18 8. Broadband Service to County Facilities <br /> 19 The County has identified 34 County owned or leased public facilities, including volunteer <br /> 20 fire stations that will be passed by the network. North State has agreed to provide free <br /> 21 services to those facilities at no charge until June 30, 2028. A list of those facilities is <br /> 22 contained in Attachment F. <br /> 23 <br /> 24 Communications Plan <br /> 25 If the Board approves the agreement, the County's Community Relations Department, in <br /> 26 cooperation with North State, has prepared press, social media, and marketing materials to <br /> 27 communicate the program to the public. In addition, the Broadband Task Force will hold a <br /> 28 series of Town Hall meetings to inform the public of the program and allow North State <br /> 29 representatives to address questions or concerns. <br /> 30 <br /> 31 Travis Myren, Deputy County Manager, introduced the item. <br /> 32 <br /> 33 Slide #1 <br /> ORANGE COUNTY <br /> NORTH CAROLINA <br /> Agreement with North State Communications <br /> for Broadband Deployment <br /> Board of Orange County Commission@r! <br /> April 26,202Z <br /> 34 <br /> 35 Slide #2 <br />