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<br />d. <br /> <br />11. <br /> <br />and shall occur during a period of minimum use of the Cable System, <br />preferably between midnight and six A.M. (6:00 A.M.) local time. <br /> <br />The Grantee shall maintain a repair force of technicians normally capable <br />of responding to Subscriber requests for Service within the following time <br />frames: <br /> <br />111. <br /> <br />For a System outage: Within two (2) hours, including weekends, <br />of receiving Subscriber calls or requests for Service which by <br />number identify a System outage of sound or picture of one (I) or <br />more Channels, affecting at least ten percent (10%) of the <br />Subscribers of the System. <br /> <br />For an isolated outage: Within twenty-four (24) hours, including <br />weekends, of receiving requests for Service identifying an isolated <br />outage of sound or picture for one (I) or more Channels that <br />affects five (5) or more Subscribers. On weekends, an outage <br />affecting fewer than five (5) Subscribers shall result in a service <br />call no later than the next business day. <br /> <br />For inferior signal quality: Within two (2) business days of <br />receiving a request for Service identifying a problem concerning <br />picture or sound quality. <br /> <br />Grantee shall not charge for the repair or replacement of defective or <br />malfunctioning equipment provided by Grantee to Subscribers, unless the <br />defect was caused by the Subscriber or the equipment is owned by the <br />Subscriber. <br /> <br />1. <br /> <br />2. <br /> <br />3. <br /> <br />Communications between Grantee and Subscribers: <br /> <br />1. <br /> <br />Notifications to Subscribers: <br /> <br />I. Grantee shall provide written information on each of the following <br />areas at the time of Installation of Service, at least annually to all <br />Subscribers, and at any time upon request: <br /> <br />a. Products and Services offered; <br /> <br />b. <br /> <br />Prices and options for programming services and <br />conditions of subscription to programming and other <br />servIces; <br /> <br />2. <br /> <br />Installation and Service maintenance policies; <br /> <br />Instructions on how to use the Cable Service; <br /> <br />Channel positions of the programming carried on the <br />System; and <br /> <br />Billing and complaint procedures, including the address <br />and telephone number of the City. <br /> <br />Subscribers will be notified of any changes in rates, programming <br />services or Channel positions as soon as possible in writing. <br /> <br />c. <br /> <br />d. <br /> <br />e. <br /> <br />f. <br /> <br />18 <br />