Customer Service Standards. The Franchising Authority hereby adopts the customer service standards set forth in Part 76, §76.309 of the FCC’s rules and regulations, as amended. The Grantee shall comply in all respects with the customer service requirements established by the FCC.
Customer Service Standards. Grantee shall comply with Customer Service Standards of the City, as the same may be amended from time to time by the City Council in its sole discretion, acting by ordinance. Any requirement in Customer Service Standards for a “local” telephone number may be met by the provision of a toll-free number. The Customer Services Standards in effect as of the Effective Date of this Franchise are attached as Exhibit A. Grantee reserves the right to challenge any customer service ordinance which it believes is inconsistent with its contractual rights under this Franchise.
Customer Service Standards. DEALER and DISTRIBUTOR agree that the success and future growth of DISTRIBUTOR and DEALER are substantially dependent upon the customer's ability to obtain high-quality vehicle servicing. Therefore, DEALER agrees to:
Customer Service Standards. These standards shall apply to the Licensee to the extent it is providing Cable Services over the Cable System in the Town.
Customer Service Standards. A. Except as modified by a specific provision of this Exhibit, the Franchisee shall comply with the applicable customer service standards including those set forth by the FCC in 47 C.F.R. §§ 76.309(c), 76.1602, 76.1603, and 76.1619, as such standards may be amended.
Customer Service Standards. The Town hereby adopts the customer service standards set forth in Part 76, §76.309 of the FCC’s rules and regulations, as amended. The Grantee shall comply in all respects with the customer service requirements established by the FCC.
Customer Service Standards. Section 9.1 Service Options; Changes in Service 17 Section 9.2 Office and Telephone 17 Section 9.3 Minimum Customer Service Standards 17 Section 9.4 Liaison 19 Section 9.5 Customer Service Survey 19 ARTICLE X BREACH; EVENTS OF DEFAULT AND REMEDIES Section 10.1 Breach by Contractor 19 Section 10.2 Breach by City 19 Section 10.3 Events of Default and Remedies of City 20 Section 10.4 Events of Default and Remedies of Contractor 21 Section 10.5 Force Majeure 21 ARTICLE XI INSURANCE AND INDEMNIFICATION Section 11.1 Insurance 22 Section 11.2 Indemnification 22 ARTICLE XII MISCELLANEOUS Section 12.1 Non-Assignability 23 Section 12.2 Equal Employment Opportunity 23 Section 12.3 Prevailing Wages 24 Section 12.4 Performance Bond 25 Section 12.5 Equipment to be Used by Contractor 25 Section 12.6 Compliance with Laws 26 Section 12.7 Care and Performance 26 Section 12.8 No Alcohol or Drugs 26 Section 12.9 Governing Law 26 Section 12.10 Severability 26 Section 12.11 Entire Agreement 26 Section 12.12 Notices 27 Section 12.13 Publicity 28 EXHIBITS EXHIBIT A Pricing Sheet EXHIBIT B Insurance Provisions EXHIBIT C Municipal Collection Sites EXHIBIT D Map of Streets This SOLID WASTE & RECYCLING SERVICES AGREEMENT ("Agreement") is made and entered into , 2015 by and between , (the "Contractor") and the City of Highland Park, Illinois (the "City").
Customer Service Standards. Bank shall develop, or cause Program Manager to develop with Bank’s approval, customer service standards for servicing that are designed to promote customer satisfaction and to promote the preservation and growth of the customer base. Bank may require additional customer service standards; if the Bank receives any guidance, complaints or comments from any Regulatory Authority or System or is required to do so by Applicable Law, Bank, in its sole discretion, shall cause the Program Manager to alter or amend such customer service standards as necessary.
Customer Service Standards. The Grantee shall maintain qualified representatives available via a local, toll-free or collect call telephone access line which will be available to its subscribers at a minimum of ten (10) hours per day Monday through Friday, and eight (8) hours per day on Saturday and Sunday. At other times, Grantee may use automated telephone response systems. No later than thirty (30) months after acceptance of the franchise by Grantee, the Grantee will have qualified representatives available to respond to customer telephone inquiries 24 hours a day and seven days a week.
Customer Service Standards. Telephone and Internet Chat Standards: · Average Speed of Answer: [**] seconds or less. · Abandonment Percentage: Average not greater than [**]%. · Call Blockage: [**]% or less. · Call Quality Assessment: Average rating not less than [**]% - utilizing Servicer’s evaluation form as set forth and incorporated herein at Exhibit 1. · Borrower Satisfaction: Average rating in annual survey not less than [**]%. Correspondence Standards · Mail sorted and distributed within: Servicer’s Service Objective: [**]% within one Business Day not to exceed two Business Days on average. · General Borrower correspondence answered within [**] Business Days of receipt on average — Servicer’s Service Objective: [**] days. During peak processing months of January through March, August, and October, correspondence answered within [**] Business Days of receipt on average. (This standard shall not apply to any correspondence involving death, disability, or bankruptcy Accounts.) · Borrower Email Correspondence: Answered within an average of [**] Business Days of receipt. · School Correspondence: Answered within [**] Business Days of receipt on average — Servicer’s Service Objective: [**] days. During peak processing months of January through March, July, and September school correspondence answered within [**] Business Days of receipt on average. · Clearinghouse Correspondence (Manual Processing Only): Answered within [**] Business Days of receipt on average — Servicer’s Service Objective: [**] days. During peak processing months of January through March, June, and October through November Clearinghouse correspondence answered within [**] Business Days of receipt on average. · Deferment Processing: Processed within [**] Business Days of receipt on average — Servicer’s Service Objective: [**] days. During peak processing months of February and August through November deferments processed within [**] Business Days of receipt on average. · Forbearance Processing: Processed within [**] Business Days of receipt on average — Servicer’s Service Objective: [**] days. During peak processing months of January through March, August, November through December forbearances processed within [**] Business Days of receipt on average. · Miscellaneous Account Reviews and adjustments completed within [**] Business Days of receipt on average — there are exceptions to this process.
