Neiman Marcus 2009 Annual Report Download - page 427
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SCHEDULE 7.3(a)
Primary Servicer Service Level Standards
For the Initial Term and each Renewal Term, the following Servicing Levels will be maintained by Bank if they are providing such
Services:
A. Documentation Services Bank will meet the following service levels on average each month:
1. Percentage of all paper or electronic billing statements that will be delivered within 4 days (excluding Sundays) of cycle
close date provided that this standard shall not apply if either: (i) a NMG systems problem prevents communication of the
credit input data to Bank's credit operations (monthly reporting will be completed on an Excel spreadsheet); or, (ii) Inserts
provided by the NMG Companies do not meet Bank's specifications: [***] [Regulatory SLA]
2. Percentage of daily payments that will be processed within [***] hours of receipt (functionality includes desktop image
archive capability up to [***] years for browse access): [***]
B. Credit Card Production Services Bank will meet the following service levels on average each month:
1. Percentage of all new account and replacement credit cards that will be mailed out within 4 business days after they are
requested (monthly reporting will be completed on an Excel spreadsheet): [***]
C. Late and Early-Stage CollectionsBank will meet the following service levels on average each month (as measured by Bank's
standard practices):
1. Percentage of time that Bank shall make its collections operations available during the following times: [***]
Monday through Thursday [***] CST
Friday [***] CST
Saturday [***] CST
Sunday [***]
2. Minimum account penetration rate based on the following balance range and delinquency: [***]
[***]
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: [***]