Customer trouble reports  will be provided 24 hours a day, seven days a week. They will be classified as either out of service trouble reports, or service affecting trouble reports.

An out of service trouble report shall not be downgraded to a service affecting trouble report, however a service affecting trouble report shall be upgraded to an out of service trouble report if changing conditions so indicate.

In at least 92% of service outages reported for any given ca lender month, service shall be restored within 24 hours from the time we receive the out of service trouble report.