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9.02 Non -Regulated Rates. Prior to implementing any rate increase for Cable <br />• Service not requiring City approval, Grantee shall give the following notice: <br />A. At least thirty (30) days advance written notice to the City; and <br />B. At least thirty (30) days advance written notice to Subscribers of <br />said Service. <br />9.03 Charges for Disconnection or Downgrading of Service. <br />A. Grantee may impose a charge, reasonably related to the cost <br />incurred for a downgrade of Service, except that no such charge may be <br />imposed when a Subscriber requests total disconnection from the System. <br />Grantee agrees that it will not impose any fee that has the effect of <br />discouraging a downgrade in service unless such fee is reasonably related <br />to Grantee's costs associated with providing the downgrade. <br />B. If a Subscriber requests disconnection from Service prior to the <br />effective date of an increase in rates, the Subscriber shall not be charged <br />the increased rate if Grantee fails to disconnect Service prior to the <br />effective date. Any Subscriber who has paid in advance for the next billing <br />period and who requests disconnection from Service shall receive a <br />prorated refund of any amounts paid in advance. <br />• 9.04 Consumer Protection and Service Standards. <br />Grantee shall maintain a convenient local customer service and bill payment <br />location in the City or within one (1) mile radius of the City limits for receiving <br />Subscriber payments, handling billing questions and equipment replacement. <br />Upon the expiration of Grantee's lease for its regional corporate headquarters, <br />Grantee shall consult with the City and consider commercial property located <br />within the City for relocation of its regional corporate headquarters. Grantee shall <br />also provide the necessary facilities, equipment and personnel to comply with the <br />following consumer protection standards under Normal Operating Conditions: <br />A. Cable System office hours and telephone availability: <br />1. Grantee will maintain a local, toll-free or collect call <br />telephone access line which will be available to its Subscribers <br />twenty-four (24) hours a day, seven (7) days a week. <br />a. Trained Grantee representatives will be available to <br />respond to customer telephone inquiries during Normal <br />Business Hours. <br />b. After Normal Business Hours, the access line may be <br />answered by a service or an automated response system, <br />• including an answering machine. Inquiries received after <br />25 <br />