Neiman Marcus 2009 Annual Report Download - page 471

SCHEDULE 2.04(a)
Service Level Standards
For the Term, the following Servicing Levels will be maintained by Servicer as noted:
A. Late and Early-Stage Collections Servicer will meet the following service levels on average each month (as measured by
Servicer's standard practices):
1. Percentage of time that Servicer 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: [***]
[***]
B. 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 [***] 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:
[***]
Exceptions to the ASA's are as follows:
• [***].
• [***]