Neiman Marcus 2009 Annual Report Download - page 472

within the reprieve) the month following the month during which 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 5 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 9 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. Percentage of Fair Credit billing and all other customer initiated disputes that are addressed within 60 days of receipt of
notification: [***] * [Regulatory SLA]
7. Percentage of time that Servicer shall make its customer service operations 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 CST: [***]
8. Percentage of time that Servicer 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): [***]
* Denotes a Starred SLA