Agenda - 12-10-2024; 6-c - Amendment to the Network Development Agreement for Broadband Deployment with Lumos to Extend the Project Deadlines

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DocuSign Envelope ID:32FCA70E-8C9D-4D85-AOBE-B88413353B8B 45 ATTACHMENT E CUSTOMER SERVICE QUALITY METRICS A. Generally. Provider will provide an experienced and able management team to design,build, operate, and maintain the Network. Provider will respond to the needs of its Customers through high- quality customer service. Provider agrees to comply with the customer service standards detailed in this Attachment for all Customers. B. Call center. Provider will provide and maintain a local and/or toll-free telephone line for taking customer calls that will be available 24 hours per day, seven(7) days per week,including on holidays. The average customer office answer time shall not exceed 90 seconds at least eighty-five percent (85%) of the time. If a Customer's call is placed on hold,the average hold time shall not exceed ten (10)minutes before the call is answered by a company representative. If the call or contact is transferred,the transfer time will not exceed 90 seconds at least eighty-five percent(85%) of the time. Customers will receive a busy signal no more than three percent(3%) of the time. C. Customer appointments. Provider will schedule appointments for installations and other service calls either at a specific time or, at a maximum, during a four-hour time block during normal business hours. Provider may also schedule service calls outside of normal business hours for the convenience of the Customer. Barring unforeseen circumstances,Provider will not cancel an appointment with a Customer after the close of business on the business day prior to the scheduled appointment. If a service technician is running late and will not meet the specified appointment time,Provider will contact the Customer and, if requested by the Customer,reschedule the appointment at the convenience of the Customer. Provider shall require that any employee or agent, including any subcontractor,who personally visits any residential dwelling, shall display a photo identification badge. D. Customer activation. Provider shall use best efforts to complete Customer service activation orders within 10 calendar days. Provider shall complete no less than ninety percent(90%) of Customer service orders within 10 calendar days. E. Network outage. Provider will begin work to address any Network service outage, affecting backbone and key network equipment,no later than 24 hours after being notified of the problem. Provider shall resolve no less than ninety percent(90%)of service outage within two working days of notification. F. Residential service interruption. In the event of a verified Provider service interruption of twenty four(24) or more consecutive hours, credits will be issued to Customer,upon timely Customer request,no later than the billing cycle following such service interruption. The credits shall equal, at a minimum, a proportionate amount of the Customer(s)' monthly bill. Provider will exert best effort to resolve residential customer service interruptions within five business days of customer notification,with no less than 90%of residential customer service interruptions being resolved within five business days of notification G. Notice of rate changes. Provider shall provide at least sixty(60) days advance written notice to Customers of any changes in rates or services if the change is within the control of Provider.