Neiman Marcus 2008 Annual Report Download - page 689

1. The percentage of time that Bank shall make its collections operations available during the following times: [***]
Monday through Thursday 7:00 a.m. to 11:00 p.m.
Friday 7:00 a.m. to 5:00 p.m.
Saturday 7:00 to 11:00 a.m.
Sunday closed
2. The percentage of time that Bank shall complete the following minimum number of Account reviews for those accounts
without a contact or tentative agreement still in the CTA sub-system: [***]
• Mid balances [***] every 3 days
• Balances [***] every 3 days
• Balances greater than [***] every 3 days
3. Percentage of time that Bank shall maintain a [***] monthly promise to pay ratio of accounts worked from the auto-dialer:
[***]
4. Percentage of time that Bank shall maintain a [***] monthly contact ratio of accounts worked from the auto-dialer: [***]
5. Percentage of time that Bank shall maintain a [***] cure rate for Accounts worked excluding Accounts with balances greater
than [***]: 98% *
6. Percentage of Accounts (greater than [***] balance) which initially enter the collections queue and are worked within [***]
hours of such entry into the collections queue: [***]
D. Credit Processing Services & Customer Service Services Bank will meet the following service levels on average each month:
1. Percentage of all customer service inquiry batch-work correspondence (including address or name changes or credit bureau
inquiries) that will be opened and reviewed within 5 days of receipt: [***]
2. Authorization, Customer Service and InCircle calls will be answered on a monthly average within the following timeframes
after the call first becomes available for a Universal Agent to answer:
• [***] during the months of April through October;
• [***] during the months of November through February; and
• [***] during March or during a month when there is a significant promotion, sale event or another special event
including the annual InCircle, Platinum and Gold charge card re-issuance (and the