4.1. Under normal operating conditions, requests for service, repair, and maintenance must be acknowledged by a trained customer service representative within twenty-four (24) hours, or before the end of the next business day, whichever is earlier.

4.2. A Franchisee will respond to all other inquiries (including billing inquiries) within five (5) business days of the inquiry or complaint.

4.3. Under normal operating conditions, repairs and maintenance for outages or service interruptions must be completed within twenty-four (24) hours after the outage or interruption becomes known to Franchisee where the Franchisee has adequate access to facilities to which it must have access in order to remedy the problem.

4.4. Under normal operating conditions, work to correct all other service problems must be begun by the next business day after notification of the service problem, and must be completed within five (5) business days from the date of the initial request.

4.5. When normal operating conditions do not exist, a Franchisee will complete the work in the shortest time possible.

4.6. A Franchisee will not cancel a service or installation appointment with a customer within 24 hours of the appointment or after the close of business on the business day preceding the scheduled appointment, whichever is earlier.

4.7. Requests for additional outlets, service upgrades or other connections (e.g., DMX, VCR, NB switch) separate from the initial installation will be performed within seven (7) business days after an order has been placed.

4.8. Under normal operating conditions, the service standards set out in Sections 4.1-4.7 will be met at least ninety-five (95) percent of the time, measured on a quarterly basis.

4.9. The failure of the Franchisee to hire sufficient staff or to properly train its staff will not justify a Franchisee’s failure to comply with this provision.