LifeLock 2015 Annual Report Download - page 164



Equifax will provide the following customer support services to Broker’s active customers that are enrolled in Broker’s applicable products:
Dedicated Toll-Free Number - Equifax will provide Broker with a dedicated toll-free number for phone transfers to Equifax’s customer support agents that
can assist Broker and its customers with product questions. The dedicated toll-free number will be a telephone channel for Broker’s customers to access
Equifax’s standard consumer services in a 3-way call for the following consumer services:
[***]
[***]
[***]
[***]
Broker is permitted to participate in any telephone conversations between Equifax and the consumer, provided that in all cases Broker obtains the
consumer’s express consent (in an auditable manner) to participate in such call(s). In no event will this dedicated toll-free line be used by Broker to
communicate with Equifax without the Consumer Subject on call.
Equifax will maintain hours of operation of its customer support center that cover minimum availability from [***]. Equifax will use its commercially
reasonable efforts to answer at least [***] of calls transferred by Broker to the dedicated toll-free number within [***] during the foregoing availability hours
(“Call Answering Time”). If Equifax fails to meet the Call Answering Time stated herein, Equifax shall research the cause of the failure and Broker will
assist as reasonably necessary. Notwithstanding the foregoing, the Parties acknowledge that Equifax’s ability to meet the Call Answering Time
hereunder can vary based on many external, unforeseen factors, including, without limitation, data breach activity, CFPB and regulatory guidance,
consumer protection activism, credit repair activity and other factors that can have a material impact on consumer support engagement, and as such,
failure to meet the Call Answering Time is not a breach of the Agreement. If applicable, Equifax will initiate corrective action as soon as reasonably
practicable and, when applicable, make recommendations to Broker for corrective action that may be required on Broker’s part.
Dedicated Post Office Box - Equifax will provide Broker with a dedicated post office box for disputes initiated by Broker’s customers. The dedicated post
office box will be a mail channel for Broker’s customers to access Equifax’s standard consumer services.
[***]
Educational Content - Upon request, Equifax will provide Broker with educational content to enable Broker’s customer service representatives to assist
Broker’s customers with understanding credit reports, credit scores and credit information alerts.
*** Certain information on this page has been omitted and filed separately with the Securities and Exchange Commission. Confidential treatment has been
requested with respect to the omitted portions.
