Neiman Marcus 2009 Annual Report Download - page 428
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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:
[***]
Exceptions to the ASA's are as follows:
• [***]
• [***]
3. Percentage of all adverse action letters that will be mailed out within [***] 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 [***] days of such
request or cycle end date provided that no Credit Balance refund will be sent out for a Credit Balance under $1: [***]
[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 [***] days of such
request or cycle end date provided that no Credit Balance refund will be sent out for a Credit Balance under $1: [***]
[Regulatory SLA]
6. The percentage of Fair Credit billing and all other customer initiated disputes that are addressed within [***] 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: