R2007-94 AUTHORIZING AGREEMENT - Laserfiche WebLink

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inquiries during normal business hours. After normal business hours, the access line may be answered by a service or an automated response system, including an answering machine. Inquiries received after normal business }lours must be responded to by a trained company representative on the next business day. 5.2 Under nonnal operating conditions, telephone answer time by a customer representative, including wait time, shall not exceed thirty (30) seconds when the connection is made. If the call needs to be transferred transfer time shall not exceed thirt 30 seconds. � Y � ) These standards sliall be met no less than ninety (90) percent of the time under normal operating conditions, measured on a quarterly basis. AT&T wil] not be required to acquire equipment or perform surveys to measure compliance with the telephone answering standards described in this Section unless an historical record of complaints indicates a clear failure to comply. 5.3 Under normal operating conditions, an AT&T customer will receive a busy signal less than three (3) percent of the time. 5.4 AT&T customer service center and bill payment locations will be open at least during normal business hours and will be conveniently located. 5.5 Under normal operating conditions, each of the following four standards related to installations, outages and service calls will be met no less than ninety-five (95) percent of the time measured on a quarterly basis: a. Standard installations will be performed within seven (7) business days after an order has been placed. "Standard" installations are those that are located up to one hundred twenty-five (125) feet from the existing distribution system. b. Excluding conditions beyond the control of AT&T, AT&T will begin warking on "service interruptions" promptly and in no event later than twenty-four (24) hours after the interruption becomes known. AT&T must begin actions to correct other service problems the next business day after notification of the service problem. c. The "appointment window" alternatives for installations, service calls, and other installation activities will be either a specific time or, at maximum, a four-hour time block during normal business hours. (AT&T may schedule service calls and other installation activities outside of normal business hours for the express convenience of the customer.) d. AT&T may not cancel an appointment with a customer after the close of business on the business day prior to the scheduled appointment. e. If an AT&T representative is running late for an appointment with a customer and will not be able to keep the appointment as scheduled, the customer will be contacted. The appointment will be rescheduled, as necessary, at a time that is convenient for the customer.