Neiman Marcus 2008 Annual Report Download - page 750

Friday 7:00 a.m. to 5:00 p.m.
Saturday 7:00 to 11:00 a.m.
Sunday closed
3. Percentage of time that Servicer shall complete the following minimum number of Account reviews per day for those
accounts without a contact or tentative agreement still in the CTA sub-system: [***]
Mid balances ($[***] to $[***]) every 3 days
Balances $[***] to $[***] every 3 days
Balances greater than $[***] every 3 days
4. Percentage of time that Servicer shall maintain a [***] monthly promise to pay ratio of accounts worked from the autodialer:
[***]
5. Percentage of time that Servicer shall maintain a [***] monthly contact ratio of accounts worked from the autodialer: [***]
6. Percentage of time that Servicer shall maintain a [***] cure rate for Accounts worked excluding Accounts with balances
greater than $[***]: [***] *
7. Percentage of Accounts (greater than $[***] balance) which initially enter the collections queue will be worked within 48
hours of such entry into the collections queue: [***]
D. Credit Processing Services & Customer Service Services Servicer will meet the following service levels on average each
month (as measured by Servicer's standard practices):
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:
• [***]("[***] ASA") during the months of April through October;
• [***]("[***] ASA") during the months of November through February; and
• [***]("[***] ASA") during March and 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 Management Committee
has been notified of such promotion, sale event 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. If the
initial charge card re-issuance (with Bank information on back of charge cards) is not sent to all cardholders with the Change
of Terms notice, then these ASA standards will not be applied for the
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