Neiman Marcus 2008 Annual Report Download - page 690

Management Committee has been notified of such promotion, sale or special event).
If more than half of all Accounts receive a Change of Terms, then these standards will not be applied for the months
during which the Change of Terms is becoming effective and one month after the Change of Terms has become
effective. *
3. Percentage of all adverse action letters that will be mailed out within 21 days after the adverse decision was made: [***]
[Regulatory SLA]
4. Upon the request of a Cardholder or upon the end of the fourth cycle for any Account with a Credit Balance up to [***], the
percentage of Credit Balance refunds requested verbally or systemically that will be sent out within 3 days of such request or
cycle end date provided that no Credit Balance refund will be sent out for a Credit Balance under [***] [Regulatory SLA]
5. Upon the request of a Cardholder or upon the end of the fourth cycle for any Account with a Credit Balance up to [***], the
percentage of Credit Balance refunds requested by mail correspondence that will be sent out within 7 days of such request or
cycle end date provided that no Credit Balance refund will be sent out for a Credit Balance under [***] [Regulatory SLA]
6. The percentage of Fair Credit billing and all other customer initiated disputes that are addressed within 60 days of receipt of
notification: [***] * [Regulatory SLA]
7. The percentage of time that Bank shall make its customer service operations available from Monday through Friday from 8:00
a.m. CST to 7:00 p.m. CST and Saturday from 9:00 a.m. CST to 1:00 p.m.: [***]
8. The percentage of time that Bank shall make its authorizations and new account operations available from Monday through
Friday from 9:00 a.m. CST to 11:00 p.m. CST, Saturday from 9:00 a.m. CST to 11:30 p.m. CST and Sunday from 9:00 a.m.
CST to 10:30 p.m. CST (and will extend these hours to accommodate the store operations when formal store hours are
extended due to special sales events and seasonal demands): [***]
V. Systems Bank will meet the following service levels on average each month:
1. Percentage of time that all Internet-based system functionality provided and maintained by Bank will be available to
cardholders 24 hours a day, 7 days a week (other than scheduled system maintenance not exceeding four (4) hours per month
during the hours of 12 am and 6 am CST: [***]
* Denotes a Starred SLA