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4. Absent extraordinary circumstances, Grantee may not <br />• cancel an appointment with a customer after the close of business <br />on the business day prior to the scheduled appointment. <br />5. If Grantee's representative is running late for an appointment <br />with a customer and will not be able to keep the appointment as <br />scheduled, the customer will be contacted prior to the time of the <br />scheduled appointment. The appointment will be rescheduled, as <br />necessary, at a time which is convenient for the customer. <br />9.05 Subscriber Service Information. Grantee shall provide to the City, all new <br />Subscribers and, at least once a year, to existing Subscribers, written Subscriber <br />Service information which shall include, but not be limited to, the following: <br />A. The procedure for investigation and resolution of Subscriber service <br />Complaints, including the telephone number and contact Person with the <br />City who may assist in the resolution of Complaints; <br />B. Programming Services, rates and charges for all Services; <br />C. Billing practices as required by Section 9.07 hereof; <br />D. A/B switch, if required by FCC rules; <br />• E. Service termination procedures; <br />F. Change in Service procedures; <br />G. Refund policy; <br />H. Office hours; and <br />ConverterNCR hookup information and use instructions. <br />9.06 Subscriber Billing Practices. <br />A. Grantee shall notify each of its Subscribers, through the written <br />service information, of its billing practices. The service information shall <br />describe Grantee's billing practices including, but not limited to, the <br />following: frequency of billing, time periods upon which billing is based, <br />advance billing practices, security deposit requirements, charges for late <br />payments or returned checks, payments required necessary to avoid <br />account delinquency, availability of credits for Service outages, <br />procedures to be followed to request Service deletions including the notice <br />period a Subscriber must give to avoid liability for such Services and <br />procedures to be followed in the event of a billing dispute. <br />27 <br />