service within 15 representative seconds, Lost or Lost call rate – abandoned lost or calls equate abandoned 2% Service Credit to less than calls less than gained for each 1% 3% of calls at least 99.9% 3% of calls [ ] under the specified made to the at all times made to the Service Level customer customer Performance Measure helpdesk helpdesk All necessary information to All deal with necessary Requests For information Information is provided (RFI’s), 2% Service Credit within 24 Chargebacks gained for each 1% hours and at least 99.9% and dispute [ ] under the specified in at all times resolutions to Service Level accordance resolve any Performance Measure with various issues or Card queries Scheme satisfactorily is rules provided to the Customer A minimum of 14 working days from the time of receipt by the A minimum Customer to 2% Service Credit of 14 investigate and gained for each 1% working at least 99.9% respond to [ ] under the specified days from at all times enquiries Service Level the time of including, but Performance Measure receipt not limited to referrals, refunds, errors and to ensure the Customer has
service representative within 15 seconds, Lost call rate – lost or abandoned calls less than 3% of calls made to the customer helpdesk Lost or abandoned calls equate to less than 3% of calls made to the customer helpdesk at least 99.9% at all times [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure All necessary information to deal with Requests For Information (RFI’s), Chargebacks and dispute resolutions to resolve any issues or queries satisfactorily is provided to the Customer All necessary information is provided within 24 hours and in accordance with various Card Scheme rules at least 99.9% at all times [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure A minimum of 14 working days from the time of receipt by the Customer to investigate and respond to enquiries including, but not limited to referrals, refunds, errors and to ensure the Customer has A minimum of 14 working days from the time of receipt at least 99.9% at all times [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure
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