Agmt00 RCN Telecom Services (now Astound)

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� �t� all Subscribers. During such period, Grantee shall be entitled to the revenues for any period during which it operates the System. (e) Grantee response to Subscriber complaints, as well as complaints made by Subscribers to Grantor and provided by Grantor to Grantee, shall be initiated within one (1) business day of receipt by Grantor. The resolution of Subscriber complaints shall be effected by Grantee not later than three (3) business days after receipt of the complaint. Should a Grantee supervisor not be available when requested by a Subscriber, a supervisor shall respond to the Subscriber's complaint at the earliest possible time, and in no event later than the end of the next business day. For complaints received by Grantor and provided by Grantor to Grantee, Grantee shall notify Grantor of Grantee's progress in responding to, and resolving, said complaints. 9.6 Other Requirements (a) In the event Grantee fails to operate the System for seven (7) consecutive days other than for reasons beyond the control of Grantee, without prior approval or subsequent excuse of the Grantor, the Grantor may, at its sole option, operate the System or designate an operator until such time as Grantee restores service under conditions acceptable to the Grantor or a permanent operator is selected. If the Grantor should fulfill this obligation for the Grantee, then during such period as the Grantor fulfills such obligation, the Grantor shall be entitled to collect all revenues from the System, and the Grantee shall reimburse the Grantor for all reasonable costs or damages in excess of the revenues collected by Grantor that are the result of Grantee's failure to perform. (b) All officers, agents or employees of Grantee or its contractors or subcontractors who, in the normal course of work come into 52 sh/RWC/Council AGMT-382 FXS/fs 08/02/00