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EXHIBIT B <br /> CUSTOMER SERVICE STANDARDS <br /> These standards shall apply to the Franchisee to the extent it is providing Cable Services over the <br /> Cable System in the Franchise area. <br /> SECTION 1. DEFINITIONS <br /> A. Respond: Franchisee's investigation of a Service Interruption by receiving a Subscriber <br /> call and opening a trouble ticket, if required. <br /> B. Service Call: The action taken by the Franchisee to correct a Service Interruption the effect <br /> of which is limited to an individual Subscriber. <br /> C. Significant Outage: A significant outage of the Cable Service shall mean any Service <br /> Interruption lasting at least four (4) continuous hours that affects at least ten percent (10%) of the <br /> Subscribers in the Service Area. <br /> D. Standard Installation: Installations where the subscriber is within one hundred twenty-five <br /> (125) feet of trunk or feeder lines. <br /> SECTION 2. TELEPHONE AVAILABILITY <br /> A. The Franchisee shall maintain a toll-free number to receive all calls and inquiries from <br /> Subscribers in the Franchise Area and/or residents regarding Cable Service. Franchisee <br /> representatives trained and qualified to answer questions related to Cable Service in the Service <br /> Area must be available to receive reports of Service Interruptions twenty-four (24) hours a day, <br /> seven (7) days a week, and other inquiries at least forty-five (45) hours per week. Franchisee <br /> representatives shall identify themselves by name when answering this number. <br /> B. The Franchisee's telephone numbers shall be listed, with appropriate description (e.g. <br /> administration, customer service, billing, repair, etc.), in the directory published by the local <br /> telephone company or companies serving the Service Area, beginning with the next publication <br /> cycle after acceptance of this Franchise by the Franchisee. <br /> C. Franchisee may use an Automated Response Unit ("ARU") or a Voice Response Unit <br /> ("VRU") to distribute calls. If a foreign language routing option is provided, and the Subscriber <br /> does not enter an option, the menu will default to the first-tier menu of English options. After the <br /> first-tier menu (not including a foreign language rollout) has run through three times, if customers <br /> do not select any option,the ARU or VRU will forward the call to a queue for a live representative. <br /> The Franchisee may reasonably substitute this requirement with another method of handling calls <br /> from customers who do not have touch-tone telephones. <br /> D. Under Normal Operating Conditions, calls received by the Franchisee shall be answered <br />