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HomeMy WebLinkAboutR-87-1139P It 12/10/87 RESOLUTION NO. 97-1139 A RESOLUTION ESTABLISHING CABLE TELEVISION SERVICE STANDARDS FOR THE PURPOSE OF REDUCING COMPLAINTS AND IMPROVING SERVICE TO MIAMI TELE-COMMUNICATIONS, INC. SUBSCRIBERS. BE IT RESOLVED BY THE COMMISSION OF THE CITY OF MIAMI, FLORIDA: Section 1. The following cable television service standards are hereby established to be maintained on an ongoing basis: a. Not less than 95% of all customer service and repair calls shall be answered within two minutes by a human voice on a twenty-four hour, seven day a week basis. b. The rate of lost calls including incoming calls abandoned, shall be less than five percent of all incoming calls. c. Customers may request that installation and repair appointments be scheduled between the hours of 8:00 AM and Noon, or 1:00 PM and 5:00 PM, or 6:00 PM and 8:00 PM. d. Missed repair and installation appointments, due to reasons which are not the fault of the customer and where the customer was not contacted by the company in advance and given a reasonable explanation as to why the appointment would not be kept, shall be less than five percent of all scheduled repair and installation appointments. e. The information required to monitor these standards shall be provided on a monthly basis not later than seven business days after the first of each month for the previous month by MTCI. CITY COMMISSION MEETING OF DEC 10 1987 RESOLUTION No. 8 " ^1:13 MARKS: Section 2. MTCI shall have 60 days from the date hereof to meet these service standards; if MTCI does not meet these standards within 60 days, the City Manager shall initiate the necessary steps to find it in noncompliance with the license. Failure to maintain the herein standards on an ongoing basis shall authorize the City Manager to initiate the necessary steps to find MTCI in noncompliance with the license. Section 3. Additional service levels may be established through mutual agreement between the City Manager and Miami Tele- Communications, Inc. PASSED AND ADOPTED this loth day of December 1987. ATTE CIT CLERK PREPARED AND APPROVED BY: eo 4 QUINN JUNE5, III DEPUTY CITY ATTORNEY APPROVED As /TO FORM AND CORRECTNESS: L. V V i R Il • .... CITY ATTORNEY . �01-r �x� C7 /. 8 7-1139