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4.9 Performance Evaluations 16 <br />4.10 Late Fees 17 <br />4.11 Force Majeure 17 <br />SECTION 5. FINANCIAL AND INSURANCE REQUIREMENTS 18 <br />5.1 Indemnification 18 <br />5.2 Insurance 19 <br />5.3 Deductibles / Certificate of Insurance 20 <br />5.4 Letter of Credit 21 <br />SECTION 6. CUSTOMER SERVICE 22 <br />6.1 Customer Service Standards 22 <br />6.2 Subscriber Privacy 22 <br />6.3 Subscriber Contracts 22 <br />6.4 Advance Notice to City 22 <br />6.5 Identification of Local Franchise Authority on Subscriber Bills 23 <br />SECTION 7. REPORTS AND RECORDS 23 <br />7.1 Open Records 23 <br />7.2 Confidentiality 23 <br />7.3 Records Required 24 <br />7.4 Annual Reports 24 <br />7.5 Copies of Federal and State Reports 25 <br />7.6 Complaint File and Reports 25 <br />7.7 Failure to Report 26 <br />7.8 False Statements 26 <br />SECTION 8. PROGRAMMING 26 <br />8.1 Broad Programming Categories 26 <br />8.2 Deletion or Reduction of Broad Programming Categories 27 <br />8.3 Obscenity 27 <br />8.4 Parental Control Device 27 <br />8.5 Continuity of Service Mandatory 27 <br />8.6 Services for the Disabled 28 <br />SECTION 9. ACCESS 28 <br />9.1 Designated Access Providers 28 <br />9.2 Channel Capacity and Use 28 <br />9.3 Access Channel Assignments 31 <br />9.4 Relocation of Access Channels 31 <br />9.5 Web -Based Video on Demand and Streaming 31 <br />9.6 Support for Access Costs 32 <br />9.7 Access Support Not Franchise Fees 32 <br />9.8 Access Channel on Basic Service or Lowest Priced Tier 32 <br />9.9 Change in Technology 33 <br />9.10 Technical Quality 33 <br />11 <br />CITY OF LOUISVILLE - COMCAST <br />Franchise 2015 <br />