Title of each class
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Trading Symbol(s)
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Name of each exchange on which registered
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N/A
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N/A
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N/A
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Exhibit No.
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Document Description
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First Addendum to Appendix A of Fourth Amended and Restated Service Agreement
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1. |
Amendments and Additions. Set forth below are additional Performance Standards or revisions to existing Performance Standards, all of which shall be incorporated into Appendix A to the Agreement.
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Service
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Performance Standard
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Measuring Period
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Amended/
Added
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Complaints Management
• Complaints Management Governance and Oversight: Provide services and support in establishing procedures, definitions and standards for handling complaints received through all intake
channels, and oversee and govern the handling, resolution, monitoring, analysis and reporting of all complaints.
• Complaints Handling: Identify, capture, investigate, respond to and document complaints and related risks in system of record in accordance with definitions and
requirements of the Bank policies and procedures and regulatory requirements.
• Complaint Reporting: Prepare Complaints Management
reporting on all Tiers of complaint data. Complete qualitative
review of complaints through data mining to determine root
causes driving complaints and assist in solutioning for
reduction in complaints.
• Other complaint management services, as requested.
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Complete 80% of the Tier 1 (per program definition) consumer complaints within 15 calendar days; Complete 100% of the Tier 1 consumer complaints within 60 calendar days.
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M
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Amended
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End User Support
• Provision of hardware, software and support to ensure continuous functioning of end user computing needs.
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N/A
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N/A
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Amended Service Description
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2. |
Deletions. Set forth below are Performance Standards which shall be deleted from Appendix A to the Agreement.
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Service
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Performance Standard
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Measuring Period
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Deleted
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End User Support
• Provision of hardware, software and support to ensure continuous functioning of end user computing needs.
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Customer satisfaction scores will not fall below 95% on a monthly basis.
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M
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Deleted Performance Standard
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