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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