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<br />Normal business hours shall mean those hours during which similar <br />businesses in the community are open to serve customers. In all cases, "normal <br />business hours" must include at least some evening hours one night per week, <br />and/or some weekend hours. <br />Normal operating conditions shall mean those service conditions which <br />are within the control of a Cable Operator. Conditions which are not within the <br />control of a Cable Operator include, but are not necessarily limited to, natural <br />disasters, civil disturbances, power outages, telephone network outages, and <br />severe or unusual weather conditions. Conditions which are ordinarily within the <br />control of a Cable Operator include, but are not necessarily limited to, special <br />promotions, pay-per-view events, rate increases, regular peak or seasonal demand <br />periods and maintenance or upgrade to the Cable System. <br />Personally Identifiable Information means specific information about a <br />Customer, including, but not be limited to, a Customer's (a) login information, (b) <br />extent of viewing of video programming or Other Services, (c) shopping choices, <br />(d) interests and opinions, (e) energy uses, (f) medical information, (g) banking <br />data or information, (h) web browsing activities, or (i) any other personal or <br />private information. "Personally Identifiable Information" shall not mean <br />aggregate information about Customers which does not identify particular <br />persons, or information gathered by a Cable Operator necessary to install, repair <br />or service equipment or Cable System facilities at a Customer's premises. <br />Service interruption or interruption shall mean (i) the loss or substantial <br />impairment of picture and/or sound on one or more cable television channels. <br />Service outage or outage shall mean a loss or substantial impairment in <br />reception on all channels. <br />Any terms not specifically defined in these Standards shall be given their <br />ordinary meaning, or where otherwise defined in applicable federal law, such <br />terms shall be interpreted consistent with those definitions. <br />Sec. 5.22.050. Customer service. <br />A. Courtesy <br />Cable Operator employees, contractors and subcontractors shall be <br />courteous, knowledgeable and helpful and shall provide effective and satisfactory <br />service in all contacts with customers. <br />B. Accessibility <br /> 5 <br />