(1) Except in times of a natural or man-made emergency, or an appointment scheduled with the mutual consent of a subscriber, an MCS provider shall respond to the service inquiries, requests, and complaints of subscribers, within such MCS provider’s normal business or service hours, and within the time schedules detailed in Subsections (2) through (10) of this Section. Moreover, except in emergency situations, an MCS will provide “appointment window” alternatives for installations, service calls, and other activities requiring an appointment, which will be either a specific time or, at maximum, a four (4) hour time block during normal business hours. If a representative of the MCS provider will not be able to keep the appointment as scheduled, the subscriber will be contacted. The appointment shall be rescheduled for a time within twenty-four (24) hours of the cancellation or at a time which is convenient for the subscriber. The MCS provider shall not cancel an appointment with a customer after the close of business on the business day prior to the scheduled appointment.

(2) In the case of a signal or service interruption, a nonexempt MCS provider shall respond to, and make repairs as are necessary to resume the signal or service to the subscriber within twenty-four hours (24) or one (1) service day from the time the on-exempt MCS provider first received notification of the signal or service interruption.

(3) In the case of a “blank” or “no-picture” situation, a non-exempt MCS provider shall respond to and make repairs as are necessary to return the multi-channel service system picture within twelve hours (12) or one-half (.5) service day from the time the non-exempt MCS provider first received notification of the “blank” or “no-picture” situation.

(4) In the case of a defective, improperly operating, or non-operating piece of equipment, a non-exempt MCS provider shall respond to and make repairs as are necessary to correct the problem within thirty-six (36) hours or one and one-half (1.5) service days from the time the MCS provider first received notification of the defective, improperly operating, or non-operating piece of equipment.

(5) In the case of repair to a piece of equipment in a subscriber’s residence, or repair to the cable (coaxial, fiber or functional equivalent), the repair should be completed and the situation resolved at the conclusion of the first service visit. If the repair is not completed and resolved within three (3) visits, and if as a result of the insufficient repair, a situation remains wherein there is a visually or audibly detected degradation of a multi-channel signal, then the MCS provider must immediately, and completely replace all drop cable (coaxial, fiber or its functional equivalent), and any necessary MCS provider equipment.

(6) In no case shall a subscriber’s service request or inquiry go unresponded or unattended to for more than twelve (12) hours or one-half (.5) service day from the time the MCS provider first received notification of the service inquiry or request. Moreover, except in emergency situations, all requests and inquiries shall be handled or corrected within thirty-six (36) hours or one and one-half (1.5) service days from the time the MCS provider first received notification. If a cancellation of a service call occurs, then the MCS provider shall reschedule the call in a manner consistent with the guidelines expressed in Subsection (1) of this Section.

(7) A complaint/inquiry regarding loss of all channels comprising a service level or tier will be responded to, and corrected, within six hours (6) from the time the MCS provider first received notification of the loss of all channels comprising a service level, or service tier, or service cluster.

(8) In case of a dispute concerning the precise time that the MCS provider received notification, or the precise circumstances surrounding the MCS provider receiving the notification, or whether notification was received at all, the Council/franchising authority shall reserve the right and authority to settle such a dispute.

(9) In areas where an MCS providers system is in operation, new installations, upgrades, or reconnections of cable service by an MCS provider shall be performed and completed within five (5) service days of a customer requesting such a new installation, upgrade, or reconnection.

(10) For purposes of this Section only, the requirements and provisions shall not apply to MCS providers who have five (5) or fewer employees, or a single service technician.