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1.8 Complaint - Written correspondence received by Charter via email, U.S. mail or courier from a Subscriber in the Village expressing dissatisfaction with the operation of the Cable System or expressions of dissatisfaction with Charter’s Cable System from a Subscriber in the Village that are communicated by the Village (either in writing or otherwise) to Charter’s contact person identified pursuant to Section 9.3. 1.9 Drop - The connection between a home or building and the Cable System. 1.10 Educational and Governmental (EG) Channel - An access channel that consists of local educational and/or governmental programming. 1.11 Effective Date – The date upon which the New York State Public Service Commission issues an order approving this Agreement. 1.12 Emergency - A condition that either: (1) constitutes a clear and immediate danger to the health, welfare, or safety of the public; or (2) has caused or is likely to cause the Cable System in the Public Rights-of-Way to be unusable and result in loss of the services provided. 1.13 FCC – The Federal Communications Commission and any successor governmental entity thereto. 1.14 Force Majeure - Acts of God; acts of public enemies, including terrorist attacks; orders of any kind of the government of the United States of America or the State of New York or any of their departments, agencies, political subdivisions, or officials, or any civil or military authority; insurrections; riots; labor strikes; epidemics; landslides; lightning; earthquakes; fires; hurricanes; volcanic activity; storms; floods; washouts; droughts; explosions; unavailability of labor, materials or equipment; and partial or entire failure of utilities to service, maintain or monitor their poles or facilities to which Charter’s Cable System is attached. 1.15 Franchise - The right granted by the Village to construct, operate and maintain a Cable System within the corporate limits of the Village as embodied in the terms and conditions of this Agreement. 1.16 Franchise Fee - The fee that Charter remits to the Village for the use of the Village’s Public Rights-of-Way pursuant to Section 622 of the Cable Act, 47 U.S.C. §542, and Section 6.1 of this Agreement. 1.17 Gross Revenues - All revenue received directly or indirectly by Charter arising from, attributable to, or in any way derived from the operation of Charter’s Cable System in the Village to provide Cable Services as calculated in accordance with Generally Accepted Accounting Principles (“GAAP”). Gross Revenues shall include the following: (1) Basic Service fees; (2) Fees charged to Subscribers for any Cable Service tier other than Basic Service; (3) Fees charged for premium Cable Services; (4) Fees charged to Subscribers for any optional, per-channel, or per-program Cable Services; (5) Fees charged for video-on-demand; 3