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<br />administer such regulations. City reserves the right to regulate rates for any future <br />Services to the extent permitted by law. <br /> <br />b. <br /> <br />Except where authorized by law, Grantee shall not discriminate or grant undue <br />preferences in its rates and charges among Subscribers, groups of Subscribers or <br />potential Subscribers. Nothing in this section shall be construed to prohibit: (A) <br />the temporary reduction or waiving of rates or charges in conjunction with limited <br />promotional campaigns; (B) the offering of reasonable discounts to senior citizens <br />or economically disadvantaged citizens; or (C) the offering of bulk discounts for <br />multiple dwelling units. <br /> <br />c. <br /> <br />This Franchise shall not in any way be construed to prohibit the Grantee from <br />offering a senior or low income discount should Grantee so desire. <br /> <br />2. <br /> <br />Non-Standard Installations. Grantee shall install, at its regular and non-discriminatory <br />time and materials charges, and provide Cable Service to any Person requesting other <br />than a Standard Installation provided that said Cable Service can meet FCC technical <br />specifications and all payment and policy obligations are met. <br /> <br />3. <br /> <br />Sales Procedures. Grantee shall in its initial communication or contact with a non- <br />Subscriber or current Subscriber seeking alternative options, inform the non-Subscriber <br />of all levels of Service available, including the lowest priced Basic Cable Service tier. <br />Grantee shall have the right to market door-to-door during reasonable hours consistent <br />with local ordinances and regulation. <br /> <br />4. <br /> <br />Consumer Protection and Service Standards. Grantee shall maintain a convenient local <br />customer service and bill payment location in San Mateo County for receiving Subscriber <br />payments, handling billing questions, equipment replacement and customer service <br />information. The Grantee shall comply with the standards and requirements for customer <br />service set forth below and shall comply with all applicable regulations relating to <br />customer service obligations, including any amendments to 47 c.F.R. § 76.309 during the <br />term of this Franchise that impose higher or additional customer service standards on a <br />cable operator, and shall not contest any decision by the City to enforce the standards set <br />forth herein in accordance with Applicable Laws. <br /> <br />a. Cable System office hours and telephone availability: <br /> <br />1. Grantee will maintain a local, toll-free or collect call telephone access line <br />which will be available to its Subscribers twenty-four (24) hours a day, <br />seven (7) days a week. <br /> <br />11. <br /> <br />Trained Grantee representatives will be available to respond to <br />customer telephone inquiries. <br /> <br />Grantee's representatives at the local office shall, at a minimum, be <br />able to provide immediate billing information, provide for <br />equipment pick-up and drop-off, and customer service information. <br /> <br />Under Normal Operating Conditions, telephone answer time by a <br />customer service representative, including wait time, shall not exceed <br /> <br />1. <br /> <br />2. <br /> <br />16 <br />