§ X. CUSTOMER COMPLAINTS.

A.

The Company shall provide cable communication services throughout the entire franchise area pursuant to the provisions of this Ordinance and Franchise Agreement and shall keep a current file of all complaints received by the Company for at least the three (3) most recent years. During the entire life of the franchise, the Company shall maintain a file of complaints as set forth above, which file shall be available for inspection by the City, subject to all applicable laws including and not limited to the Cable Act, at the local office of the Company during regular business hours.

B.

The Company shall maintain a central office with the City, which shall be open during all usual business hours, and have a publicly listed telephone and be so operated with adequate line capability that complaints and requests for repairs or service adjustments be received on a twenty-four (24) hour basis, seven (7) days a week. In addition, subject to constraints imposed by Force Majeure events over which the Company has no control, the Company shall maintain a repair and maintenance crew capable of responding to subscriber complaints or requests for service within eight (8) business hours after receiving a complaint or request. No charge shall be made to the subscriber for this service unless such maintenance or repairs are required as a result of damage caused by the subscriber.