Installation and Repair Guarantees

Communications Services provides installation and repair service level guarantees to our residential customers in the University-owned Residence Halls and Santa Ynez, West Campus, Storke, Westgate and El Dorado apartments. If we miss these service level commitments, the appropriate credits will appear on the next month's billing statement.

Below you will find descriptions of our installation and repair service level guarantees.

Definitions

1. Building wiring, interior wiring: That portion of communications wiring beyond a building's terminal room demarcation point. This typically consists of telephone and/or cable television wiring in the halls, within rooms and between the room's outlets and telephones (telephone line cords) or televisions. The ownership of and the responsibility for this wiring resides with some department or individual other than Communications Services.
2. Business days: Monday through Friday, 8:00 a.m. to 5:00 p.m., excluding University holidays.
3. Force majeure: An event or force that cannot be reasonably anticipated or avoided.
4. Installed correctly: Installed as ordered, with full functionality of the service and it's features. In the case of television service, service will be installed correctly to the primary wallplate or connector in the residence. The resident is responsible for extending service to the television set. Cables from the primary connector to the set are available from Housing and Residential Services, or at local retailers.
5. Non-out-of-service: Intermittent problems on a telephone line, noise, echo, or software configuration errors which do not cause the line to be unusable but are service-affecting are considered to be non-out-of-service problems. Intermittent problems with cable television program delivery that are service- affecting but are not out-of-service problems are also considered to be non-out-of-service problems.
6. Out-of-service: If a telephone line cannot make outgoing calls or cannot receive incoming calls, or both, the line is considered out-of-service. If a television does not receive any television signals, the outlet is considered out-of-service.
7. Privately Owned Housing: Any residential complex, owned by an organization, corporation or individual other than the University of California, in which services are provided.
8. University Housing: Any of the six Residence Halls or five apartment complexes owned by the University of California in which electronic communications facilities and services are provided.

Installation Service Objectives

1. Telephone Service: Service for a first line in a location will be installed correctly within 3 business days after Communications Services receives an installation request form from a customer. Service for a second line in a location will be installed within 5 working days after receiving an installation request form. During Move-In week, Communications Services will provide Housing and Residential Services with a schedule of installation dates. The service will be installed correctly on those dates.
2. Voice Mail Service: If Voice Mail service is ordered at the same time as the initial telephone service, the installation objectives are the same as for the telephone service installation. If Voice Mail service is ordered subsequently to the initial telephone service installation, the service will be installed correctly within 3 business days.
3. Cable Television Service: Cable television service will be installed correctly within 5 business days after receiving an installation request form from a customer. During Move-In week, Communications Services will provide Housing and Residential Services with a schedule of installation dates. The service will be installed correctly on those dates.

Installation Service Guarantees

1. Telephone Service: If a service installation is not completed within the limits of the installation service objective, the installation charge for the telephone service will be waived.
2. Voice Mail Service: If the Voice mailbox is not installed correctly within the limits of the installation service objective, the Customer will be credited with one month's recurring charges for the Voice mailbox, not including out-page charges.
3. Cable Television Service: If a service installation is not completed within the limits of the installation service objective, the installation charge for the Cable Television service will be waived.

Repair Service Objectives

1. Telephone Service: If a repair request for an out-of-service condition is received by Communications Services between 8:00 a.m. and 2:00 p.m. on business days, the service will be repaired by noon the next business day. If the report is received after 2:00 p.m. on business days, the service will be repaired by 5:00 the next business day. If a repair request for a non-out-of-service condition is received by Communications Services between 8:00 a.m. and 2:00 p.m. on business days, the service will be repaired by 5:00 p.m. on the next business day. If the non-out-of-service report is received after 2:00 p.m. on business days, the service will be repaired within the following two business days.
2. Voice Mail Service: If a voice mail repair request is received by Communications Services between 8:00 a.m. and 2:00 p.m. on business days, the service will be repaired by 5:00 p.m. on the next business day. If the report is received after 2:00 p.m. on business days, the voice mail service will be repaired within the following two business days.
3. Cable Television Service: If a repair request for an out-of-service condition is received by Communications Services between 8:00 a.m. and 2:00 p.m. on business days, the service will be repaired by noon the next business day. If the report is received after 2:00 p.m. on business days, the service will be repaired by 5:00 p.m. on the next business day.

   If the cable television outage is of a global nature (i.e, an entire complex or greater is out of service), then Communications Services will respond to a complex manager's report on a 24 hour and 7 day basis.

Repair Service Guarantees

1. Telephone Service: If a repair for an out-of-service condition is not completed within the limits of the repair service objective, the Customer will be credited with one month's recurring charges for the telephone line, not including local and toll charges. This credit will not apply in the event that the out of service condition is caused by conditions in the interior wiring of the building, nor will it apply if the out of service condition is the result of an act of God, force majeure, sabotage, or a global equipment failure in Verizon's central office equipment.
2. Voice Mail Service: If a repair for an out-of-service condition is not completed within the limits of the repair service objective, the Customer will be credited with one month's recurring charges for the Voice mailbox, not including out-page charges. This credit will not apply if the out of service condition is the result of an act of God, force majeure, sabotage, or a global equipment failure in Verizon's central office equipment.
3. Cable Television Service: If a repair for an out-of-service condition is not completed within the limits of the repair service objective, the Customer will be credited with one month's recurring charges for the cable television service, not including premium channel charges. This credit will not apply in the event that the out of service condition is caused by conditions in the interior wiring of the building, nor will it apply if the out of service condition is the result of an act of God, force majeure, sabotage, or a global equipment failure in Cox Communications’ headend equipment or distribution infrastructure.

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