21.60.820††††††† Customer service
††††††††††††††††† The Cable Operator shall provide at least one (1) service center for each seventy-five thousand (75,000) Customers served, located at a safe, visible site within the City of Seattle, that is handicapped accessible, and located along mass transit routes. Except as otherwise approved by the City, all service centers shall be open Monday through Friday, 8:00 a.m. to 7:00 p.m., and Saturdays from 9:00 a.m. to 5:00 p.m., excluding legal holidays, and shall be fully staffed on-site with CSRs offering the following services to Customers who come to the service center: bill payment (including the ability to provide change and Customer receipts), equipment exchange, processing of change of service requests, and response to Customer inquiries and requests. The City may approve alternatives for service centers that provide substantially equivalent services. The Cable Operator shall post a sign at each service center advising Customers of its hours of operation and of the addresses and telephone numbers to contact the City and the Cable Operator if the service center is not open at other than Normal Business Hours. The Cable Operator shall provide free exchanges of faulty converters at the Customerís address.
††††††††††††††††† CSRs will be available to respond to Customer inquiries during Normal Business Hours. The Cable Operator shall maintain local or toll free telephone access lines that shall be available during Normal Business Hours for service/repair requests and billing inquiries.
††††††††††††††††† The Cable Operator shall have dispatchers and technicians on call twenty-four (24) hours a day, seven (7) days a week, including legal holidays, for emergency purposes.
††††††††††††††††† The Cable Operator shall retain sufficient Customer Service Representatives and telephone line capacity to ensure that telephone calls to service/repair and billing inquiry lines are answered by a CSR within thirty (30) seconds or less, and that any transfers are made within thirty (30) seconds. The Customer shall be able to speak with a Customer Service Representative within five (5) minutes. These standards shall be met no less than ninety (90) percent of the time, measured on a quarterly basis under Normal Operating Conditions. Compliance with this standard shall be reported on a quarterly basis.
††††††††††††††††† The total number of calls receiving busy signals shall not exceed three (3) percent of the total telephone calls. This standard shall be met ninety (90) percent or more of the time, measured on a quarterly basis under Normal Operating Conditions.
††††††††††††††††† The Cable Operator shall also retain sufficient Customer Service Representatives and telephone line capacity to ensure that a Customer shall make contact with a human being within five (5) minutes.