Laserfiche WebLink
more occasions to insist upon or to seek compliance with any such terms or <br /> conditions. <br /> 8.10 Itemization of Expenses <br /> Grantee shall not pass-through to Subscribers, by way of line itemization, <br /> surcharge or addition to an otherwise permissible rate, or charge to Grantor, any <br /> amounts relating to any provision of this Franchise unless expressly authorized <br /> by applicable law. Any authorized itemization, surcharge or addition to an <br /> otherwise permissible rate shall be allocated and amortized over the entire <br /> remaining Franchise term unless specified otherwise in this Franchise. <br /> SECTION 9 MINIMUM CONSUMER PROTECTION AND SERVICE STANDARDS <br /> 9.1 Operational Standards <br /> (a) Grantee shall maintain the necessary facilities, equipment <br /> and personnel to comply with the following Consumer protection and service <br /> standards under Normal Operating Conditions: <br /> (1) Sufficient toll-free telephone line capacity during <br /> normal business hours to assure that telephone answer time by a customer <br /> service representative, including wait time, shall not exceed thirty (30) seconds; <br /> and callers needing to be transferred shall not be required to wait more than <br /> thirty (30) seconds before being connected to a service representative. Under <br /> Normal Operating Conditions, a caller shall receive a busy signal less than three <br /> percent (3%) of the time. <br /> (2) Emergency toll free telephone line capacity on a <br /> twenty-four (24) hour basis, including weekends and holidays. After normal <br /> business hours, the telephone calls may be answered by a service or an <br /> automated response system, including an answering machine. Calls received <br /> 44 <br /> sh/RWC/Council <br /> AGMT-382 <br /> FXS/fs <br /> 08/02/00 <br />