Neiman Marcus 2008 Annual Report Download - page 749

SCHEDULE 2.04(a)
Service Level Standards
For the Term, the following Servicing Levels will be maintained by Servicer as noted:
A. Documentation Services Servicer will meet the following service levels on average each month (as measured by Servicer's
standard practices):
1. Percentage of all billing statements that will be mailed out within 5 days of cycle close date provided that this standard shall
not apply if a systems problem prevents communication of the credit input data to Servicer's credit operations (monthly
reporting will be completed on an Excel spreadsheet): [***] * [Regulatory SLA]
2. Statement Mailing Services and Credit Card Production Services paper quality for statements, carriers and matching window
envelopes must meet the following minimum specifications: 70-pound Cougar smooth natural/cream design
3. Term notifications and privacy and other inserts included in mailings must meet the following minimum paper specifications:
60-pound offset
4. Metavante CSF programming is used to produce the following billing statements: one-color billing statements with 3 of 9
insertion barcode instructions
5. The following are the statement insert dimensions specifications: no larger than 5 ½" long and 3 ¼" wide with a maximum
insert weight of .150 ounces; total single-page statement mailing package per envelope must not exceed 1.000 ounce to
qualify for discounted postal rate
6. Percentage of daily payments that will be processed within 48 hours of receipt (Functionality includes desktop image archive
capability up to 2 years for browse access): [***]
B. Credit Card Production Services Servicer will meet the following service level on average each month (as measured by
Servicer's standard practices):
1. Percentage of all new account and replacement credit cards, including any Program Loyalty Program Cards that will be
mailed out within 5 business days after they are requested (monthly reporting will be completed on an Excel spreadsheet):
[***] *
C. Late and Early-Stage CollectionsServicer will meet the following service levels on average each month (as measured by
Servicer's standard practices):
2. Percentage of time that Servicer shall make its collections operations available during the following times: [***]
Monday through Thursday 7:00 a.m. to 11:00 p.m.