AG 1998 02 16 - Laserfiche WebLink

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and shall perform all routine maintenance on the Network in the same manner as the subscriber network. Any maintenance or replacement of cable or fiber will be done on a time and materials basis payable by the County. Ail maintenance shall be performed to minimize any periods in which the INET is not operable. Franchisee shall notify the County in advance of any scheduled maintenance operations which would cause the INET to be unavailable. Franchisee shall notify the County as soon as the maintenance operation is complete and the INET is available for use. XIV. SUBSCRIBER INFORMATION AND POLICY A. Subscriber Information. At the time of installation and annually thereafter and upon request, Franchisee shall furnish to each subscriber a simple, but thorough written explanation of all services offered; the fees, charges, terms and conditions of such services; information regarding billing and service calls; complaints; information regarding the availability of parental control devices; and a complete statement of the subscriber's right to privacy in conformance with 47 U.S. Section 631. Franchisee's written customer policies shall, at a minimum, comply with all notice requirements in the Ordinance and those promulgated by the FCC. If Franchisee's operating rules are changed, subscribers will be notified. Rate and consumer complaint information will be distributed annually to subscribers. B. Business Offices and Personnel. Franchisee shall establish and maintain in Cabarrus County, a business office which shall, at a minimum, be open for business and for repair 45 hours per week. Franchisee shall also provide personnel, telephone service, including a locally listed telephone number, and other equipment, as needed, to ensure timely, efficient and effective service to consumers and for the purpose of receiving inquiries, requests and complaints concerning all aspects of the construction, installation, operation, and maintenance of the system and for the payment of subscribers' service charges. C. Subscriber Complaints. Pursuant to the Cable Ordinance, Franchisee shall promptly respond to and resolve all subscriber complaints. However, nothing herein shall require Franchisee to maintain or repair any equipment or wiring not provided by it. D. Major Outages. Franchisee shall maintain records of all major outages defined as a discontinuation of cable service from one or more fiber nodes in the County of Cabarrus. Such records shall indicate the estimated number of subscribers affected, the date and time of first notification of the outage, the date and time service was restored, the cause of the outage and a description of the corrective action taken. Such records shall be available to the County during normal business hours upon reasonable prior notice and retained in Franchisee's files for not less than three (3) years. Upon written request, a statistical summary of such records shall be prepared by Franchisee and submitted to the County annually.