Common use of Telephone Service Quality Clause in Contracts

Telephone Service Quality. Performance Standard -------------------------------------------------------------------------------------------------------- PFPC telephone quality must be rated by NQR to fall within 2.18 to 2.48 for each quarter. -------------------------------------------------------------------------------------------------------- Measurement Unacceptable - Penalty Standard Performance Exceptional - Award ---------------------- -------------------- ------------------- -------------------------------------------------------------------------------------------------------- 1. Call Quality as Rated Rating by NQR below Rating by NQR of Rating by NQR above by NQR 2.44 2.44 to 2.74 2.75 -------------------------------------------------------------------------------------------------------- 2. Call Answer Rate as * 97% 97% - 98% ** 98% Measured by PFPC Call Monitoring System -------------------------------------------------------------------------------------------------------- 3. Average Speed of ** 30 seconds 30 - 20 seconds * 20 seconds Answer as Measured by PFPC Call Monitoring System -------------------------------------------------------------------------------------------------------- * denotes less than ** denotes greater than

Telephone Service Quality. Performance Standard -------------------------------------------------------------------------------------------------------- -------------------------------------------------------------------------------- PFPC telephone quality must be rated by NQR to fall within 2.18 to 2.48 for each quarter. -------------------------------------------------------------------------------------------------------- -------------------------------------------------------------------------------- -------------------------------------------------------------------------------- Standard Measurement Unacceptable - Penalty Standard Performance Exceptional - Award ---------------------- -------------------- ------------------- -------------------------------------------------------------------------------------------------------- -------------------------------------------------------------------------------- 1. Call Quality as Rated Rating by NQR below Rating by NQR of Rating by NQR above Rated by NQR 2.44 of 2.44 to 2.75 2.74 2.75 -------------------------------------------------------------------------------------------------------- -------------------------------------------------------------------------------- 2. Call Answer Rate as * 97% 97% - 98% ** > 98% as Measured by PFPC Call Monitoring System -------------------------------------------------------------------------------------------------------- -------------------------------------------------------------------------------- 3. Average Speed of ** 30 seconds 30 - 20 seconds ** 20 seconds Answer as Measured seconds by PFPC Call Monitoring System -------------------------------------------------------------------------------------------------------- -------------------------------------------------------------------------------- * denotes is less than ** denotes is greater than

Telephone Service Quality. Performance Standard -------------------------------------------------------------------------------------------------------- -------------------------------------------------------------------------------- PFPC telephone quality must be rated by NQR to fall within 2.18 to 2.48 for each quarter. -------------------------------------------------------------------------------------------------------- -------------------------------------------------------------------------------- -------------------------------------------------------------------------------- Measurement Unacceptable - Penalty Standard Performance Exceptional - Award ---------------------- -------------------- ------------------- -------------------------------------------------------------------------------------------------------- -------------------------------------------------------------------------------- 1. Call Quality as Rated Rating by NQR below Rating by NQR of Rating by NQR above as Rated by NQR 2.44 2.44 2.18 2.18 to 2.74 2.75 -------------------------------------------------------------------------------------------------------- 2.48 2.48 -------------------------------------------------------------------------------- 2. Call Answer Rate as * 97% 97% - 98% ** 98% Rate as Measured by PFPC Call Monitoring System -------------------------------------------------------------------------------------------------------- -------------------------------------------------------------------------------- 3. Average Speed of ** 30 seconds 30 - 20 seconds * 20 seconds of Answer as Measured by PFPC Call Monitoring System -------------------------------------------------------------------------------------------------------- -------------------------------------------------------------------------------- * denotes less than ** denotes greater than

Telephone Service Quality. Performance Standard -------------------------------------------------------------------------------------------------------- PFPC telephone quality must be rated by NQR to fall within 2.18 to 2.48 for each quarter. -------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------- Measurement Unacceptable - Penalty Standard Performance Exceptional - Award ---------------------- -------------------- ------------------- -------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------- 1. Call Quality as Rated by NQR Rating by NQR below 2.44 Rating by NQR of 2.44 to 2.74 Rating by NQR above by NQR 2.44 2.44 to 2.74 2.75 -------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------- 2. Call Answer Rate as Measured * 97% 97% - 98% ** *98% Measured by PFPC Call Monitoring System -------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------- 3. Average Speed of Answer as ** *30 seconds 30 - 20 seconds * 20 seconds Answer as Measured by PFPC Call Monitoring System -------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------- * denotes less Less than ** denotes greater Greater than

Telephone Service Quality. Performance Standard -------------------------------------------------------------------------------------------------------- PFPC telephone quality must be rated by NQR to fall within 2.18 to 2.48 for each quarter. -------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------------ Measurement Unacceptable - Penalty Standard Performance Exceptional - Award ---------------------- -------------------- ------------------- -------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------------ 1. Call Quality as Rated Rating by NQR below Rating by NQR of Rating by NQR above by NQR 2.44 2.44 2.18 2.18 to 2.74 2.75 -------------------------------------------------------------------------------------------------------- 2.48 2.48 ------------------------------------------------------------------------------------------------ 2. Call Answer Rate as * 97% 97% - 98% ** 98% Measured by PFPC Call Monitoring System -------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------------ 3. Average Speed of ** 30 seconds 30 - 20 seconds * 20 seconds Answer as Measured by PFPC Call Monitoring System -------------------------------------------------------------------------------------------------------- * denotes less than ** denotes greater than------------------------------------------------------------------------------------------------