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<br />H. Customer complaint report. Upon written request by the County, Provider shall provide within <br />thirty (30) days a report showing the number of Customer complaints received during the previous <br />12-month period that required a service call, the dates they were received, the addresses of the <br />complaint locations, summary descriptions of the complaints, the dates the complaints were resolved <br />and summary descriptions of the resolutions. <br /> <br />I. Network performance. <br /> <br />a. Customers shall receive Internet service at speeds no less than eighty percent (80%) of <br />the advertised speed, based on test results from a device connected by wire to the to the <br />Customer router, transmitting to and from a mutually agreeable off-Network Internet <br />performance test site. <br />b. Internet service packet loss shall remain less than 1%, and latency shall not exceed 40ms, <br />based on test results from a device connected by wire to the to the Customer router, <br />transmitting to and from a mutually agreeable off-Network Internet performance test site. <br /> <br /> <br />DocuSign Envelope ID: 32FCA70F-8C9D-4D85-A0BE-B88413353B8B