Common use of Customer Service Standards Clause in Contracts

Customer Service Standards. Telephone and Internet Chat Standards: · Average Speed of Answer: [**] seconds or less. · Abandonment Percentage: Average not greater than [**]%. · Call Blockage: [**]% or less. · Call Quality Assessment: Average rating not less than [**]% - utilizing Servicer’s evaluation form as set forth and incorporated herein at Exhibit 1. · Borrower Satisfaction: Average rating in annual survey not less than [**]%. Correspondence Standards · Mail sorted and distributed within: Servicer’s Service Objective: [**]% within one Business Day not to exceed two Business Days on average. · General Borrower correspondence answered within [**] Business Days of receipt on average — Servicer’s Service Objective: [**] days. During peak processing months of January through March, August, and October, correspondence answered within [**] Business Days of receipt on average. (This standard shall not apply to any correspondence involving death, disability, or bankruptcy Accounts.) · Borrower Email Correspondence: Answered within an average of [**] Business Days of receipt. · School Correspondence: Answered within [**] Business Days of receipt on average — Servicer’s Service Objective: [**] days. During peak processing months of January through March, July, and September school correspondence answered within [**] Business Days of receipt on average. · Clearinghouse Correspondence (Manual Processing Only): Answered within [**] Business Days of receipt on average — Servicer’s Service Objective: [**] days. During peak processing months of January through March, June, and October through November Clearinghouse correspondence answered within [**] Business Days of receipt on average. · Deferment Processing: Processed within [**] Business Days of receipt on average — Servicer’s Service Objective: [**] days. During peak processing months of February and August through November deferments processed within [**] Business Days of receipt on average. · Forbearance Processing: Processed within [**] Business Days of receipt on average — Servicer’s Service Objective: [**] days. During peak processing months of January through March, August, November through December forbearances processed within [**] Business Days of receipt on average. · Miscellaneous Account Reviews and adjustments completed within [**] Business Days of receipt on average — there are exceptions to this process.

Customer Service Standards. Telephone and Internet Chat Standards: · Average Speed of Answer: [**] ]seconds or less. · Abandonment Percentage: Average not greater than [**]%. · Call Blockage: [**]% or less. · Call Quality Assessment: Average rating not less than [**]% - utilizing Servicer’s evaluation form as set forth and incorporated herein at Exhibit 1. · Borrower Satisfaction: Average rating in annual survey not less than [**]%. Correspondence Standards · Mail sorted and distributed within: Servicer’s Service Objective: [**]% within one Business Day business day not to exceed two Business Days business days on average. · General Borrower correspondence answered within [**] Business Days business days of receipt on average — – Servicer’s Service Objective: [**] days. During peak processing months of January through March, August, and October, correspondence answered within [**] Business Days business days of receipt on average. (This standard shall not apply to any correspondence involving death, disability, or bankruptcy Accounts.) · Borrower Email Correspondence: Answered within an average of [**] Business Days business days of receipt. · School Correspondence: Answered within [**] Business Days business days of receipt on average — Servicer’s Service Objective: [**] days. During peak processing months of January through March, July, and September school correspondence answered within [**] Business Days business days of receipt on average. · Clearinghouse Correspondence (Manual Processing Only): Answered within [**] Business Days business days of receipt on average — – Servicer’s Service Objective: [**] days. During peak processing months of January through March, June, and October through November Clearinghouse correspondence answered within [**] Business Days business days of receipt on average. · Deferment Processing: Processed within [**] Business Days business days of receipt on average — – Servicer’s Service Objective: [**] days. During peak processing months of February and August through November deferments processed within [**] Business Days business days of receipt on average. · Forbearance Processing: Processed within [**] Business Days business days of receipt on average — – Servicer’s Service Objective: [**] days. During peak processing months of January through March, August, November through December forbearances forearances processed within [**] Business Days business days of receipt on average. · Miscellaneous Account Reviews and adjustments completed within [**] Business Days business days of receipt on average — – there are exceptions to this process.

Customer Service Standards. Telephone and Internet Chat Standards: · Average Speed of Answer: [**] ]seconds or less. · Abandonment Percentage: Average not greater than [**]%. · Call Blockage: [**]% or less. · Call Quality Assessment: Average rating not less than [**]% - utilizing Servicer’s evaluation form as set forth and incorporated herein at Exhibit 1. · Borrower Satisfaction: Average rating in annual survey not less than [**]%. Correspondence Standards · Mail sorted and distributed within: Servicer’s Service Objective: [**]% within one Business Day business day not to exceed two Business Days business days on average. · General Borrower correspondence answered within [**] Business Days business days of receipt on average — - Servicer’s Service Objective: [**] days. During peak processing months of January through March, August, and October, correspondence answered within [**] Business Days business days of receipt on average. (This standard shall not apply to any correspondence involving death, disability, or bankruptcy Accounts.) · Borrower Email Correspondence: Answered within an average of [**] Business Days business days of receipt. · School Correspondence: Answered within [**] Business Days business days of receipt on average — - Servicer’s Service Objective: [**] days. During peak processing months of January through March, July, and September school correspondence answered within [**] Business Days business days of receipt on average. · Clearinghouse Correspondence (Manual Processing Only): Answered within [**] Business Days business days of receipt on average — - Servicer’s Service Objective: [**] days. During peak processing months of January through March, June, and October through November Clearinghouse correspondence answered within [**] Business Days business days of receipt on average. · Deferment Processing: Processed within [**] Business Days business days of receipt on average — - Servicer’s Service Objective: [**] days. During peak processing months of February and August through November deferments processed within [**] Business Days business days of receipt on average. · Forbearance Processing: Processed within [**] Business Days business days of receipt on average — - Servicer’s Service Objective: [**] days. During peak processing months of January through March, August, November through December forbearances forearances processed within [**] Business Days business days of receipt on average. · Miscellaneous Account Reviews and adjustments completed within [**] Business Days business days of receipt on average — - there are exceptions to this process.