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<br />ATTACHMENT E <br /> <br />CUSTOMER SERVICE QUALITY METRICS <br /> <br /> <br /> <br />A. Generally. Provider will provide an experienced and able management team to design, build, <br />operate, and maintain the Network. Provider will respond to the needs of its Customers through high- <br />quality customer service. Provider agrees to comply with the customer service standards detailed in <br />this Attachment for all Customers. <br /> <br />B. Call center. Provider will provide and maintain a local and/or toll-free telephone line for taking <br />customer calls that will be available 24 hours per day, seven (7) days per week, including on holidays. <br />The average customer office answer time shall not exceed 90 seconds at least eighty-five percent <br />(85%) of the time. If a Customer’s call is placed on hold, the average hold time shall not exceed ten <br />(10) minutes before the call is answered by a company representative. If the call or contact is <br />transferred, the transfer time will not exceed 90 seconds at least eighty-five percent (85%) of the time. <br />Customers will receive a busy signal no more than three percent (3%) of the time. <br /> <br />C. Customer appointments. Provider will schedule appointments for installations and other service <br />calls either at a specific time or, at a maximum, during a four-hour time block during normal business <br />hours. Provider may also schedule service calls outside of normal business hours for the convenience <br />of the Customer. Barring unforeseen circumstances, Provider will not cancel an appointment with a <br />Customer after the close of business on the business day prior to the scheduled appointment. If a <br />service technician is running late and will not meet the specified appointment time, Provider will <br />contact the Customer and, if requested by the Customer, reschedule the appointment at the <br />convenience of the Customer. Provider shall require that any employee or agent, including any <br />subcontractor, who personally visits any residential dwelling, shall display a photo identification <br />badge. <br /> <br />D. Customer activation. Provider shall use best efforts to complete Customer service activation orders <br />within 10 calendar days. Provider shall complete no less than ninety percent (90%) of Customer <br />service orders within 10 calendar days. <br /> <br />E. Network outage. Provider will begin work to address any Network service outage, affecting <br />backbone and key network equipment, no later than 24 hours after being notified of the problem. <br />Provider shall resolve no less than ninety percent (90%) of service outage within two working days of <br />notification. <br /> <br />F. Residential service interruption. In the event of a verified Provider service interruption of twenty <br />four (24) or more consecutive hours, credits will be issued to Customer, upon timely Customer <br />request, no later than the billing cycle following such service interruption. The credits shall equal, at a <br />minimum, a proportionate amount of the Customer(s)’ monthly bill. <br /> <br />Provider will exert best effort to resolve residential customer service interruptions within five <br />business days of customer notification, with no less than 90% of residential customer service <br />interruptions being resolved within five business days of notification <br /> <br />G. Notice of rate changes. Provider shall provide at least sixty (60) days advance written notice to <br />Customers of any changes in rates or services if the change is within the control of Provider. <br /> <br />DocuSign Envelope ID: 32FCA70F-8C9D-4D85-A0BE-B88413353B8B