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Normal Business Hours must be responded to by a trained <br />Grantee representative on the next business day. • <br />2. Under Normal Operating Conditions, telephone answer time <br />by a customer representative, including wait time, shall not exceed <br />thirty (30) seconds when the connection is made. If the call needs <br />to be transferred, transfer time shall not exceed thirty (30) seconds. <br />These standards shall be met no less then ninety percent (90%) of <br />the time under Normal Operating Conditions, measured on a <br />quarterly basis. <br />3. Grantee shall acquire equipment and/or perform surveys to <br />measure compliance with the telephone answering standards <br />above. Both parties acknowledge and agree that statistics that <br />measure compliance within the City of Charlottesville and the <br />Counties of Albemarle, Fluvanna, Greene, Lousia and Orange, <br />shall be deemed valid as to the City. <br />4. Under Normal Operating Conditions; the customer will <br />receive a busy signal less than three percent (3%) of the time. <br />5. Customer service center and bill payment locations will be <br />open at least during Normal Business Hours. <br />B. Installations, Outages and Service Calls. Under Normal Operating • <br />Conditions, each of the following four (4) standards will be met no less <br />than ninety-five percent (95%) of the time measured on a quarterly basis: <br />1. Standard Installations will be performed within seven (7) <br />business days after an order has been placed. "Standard" <br />Installations are those that are located up to one hundred fifty (150) <br />feet from the existing distribution system. <br />2. Excluding conditions beyond the control of Grantee, Grantee <br />will begin working on "Service Interruptions" promptly and in no <br />event later than twenty-four (24) hours after the interruption <br />becomes known. Grantee must begin actions to correct other <br />Service problems the next business day after notification of the <br />Service problem. Grantee shall resolve all Service Interruptions <br />within forty-eight (48) hours (or within the timeframe agreed upon <br />by the subscriber) under Normal Operating Conditions. <br />3. The "appointment window" alternatives for Installations, <br />Service calls, and other Installation activities will be either a specific <br />time or, at maximum, a four (4) hour time block during Normal <br />Business Hours. (Grantee may schedule Service calls and other <br />Installation activities outside of Normal Business Hours for the <br />express convenience of the customer.) 40 <br />26 <br />