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12135 EXHIBIT C: SERVICE LEVEL AGREEMENTS 1 OF 2 MARICOPA COUNTY 12135 EXHIBIT C: SERVICE LEVEL AGREEMENTS Service Performance Standard Penalty for Non- Performance Annual Workshop Commitments 200 or other annually agreed upon number as noted in the Participant Communication and Education Plan $4,000 Annual Enrollment Commitments 500 or other annually agreed upon number as noted in the Participant Communication and Education Plan $2,000 One-on-One Meeting Commitments 1,500 or other annually agreed upon number as noted in the Participant Communication and Education Plan $4,000 Program Director and/or Managing Director Engagement 80% of Department Directors Engaged $2,500 annually if standard not met Participant Communication and Education Plan NRS will partner with the County to create and execute a mutually agreed upon Participant Communication and Education Plan within 60 days of the renewal and annually each November $750 Strategic and Tactical Alignment Review (STAR) NRS will partner with the County to create and execute a mutually agreed upon plan level Strategic and Tactical Alignment Review within 60 days of the renewal and annually each November $750 Wellness Vendor Reporting NRS will partner with County staff(s) and wellness vendor to provide mutually agreed upon reporting on an ongoing basis $500 Education Subcommittee NRS will partner with the County’s Education Subcommittee and any committee formed for the purposes of plan administration n/a Financial Expo NRS will partner with the County to provide a comprehensive financial expo annually $500 Marketing NRS will partner with the County to complete one of the following projects: new/revised testimonial video, interactive enrollment presentation, plan rebranding or any other mutually agree upon marketing project n/a Fund Changes requested by the sponsor are done according to cited fund schedule Done on schedule if requested in appropriate time $5,000 per instance of missing a present fund change date by Nationwide Participant Services Phone Response Time 80% within 20 seconds $1,000 per quarter 12135 EXHIBIT C: SERVICE LEVEL AGREEMENTS 2 OF 2 Call Abandonment Rate NRS shall experience an abandonment rate not to exceed 4%, measured quarterly $1,000 per quarter Quarterly Statement Mailing Within fifteen (15) calendar days of the end of the quarter $1,000 per quarter Participant Distributions 99% of distributions processed within 3 business days of receipt of completed application in good order the request will be processed for distribution $500 per quarter Emergency Withdrawals Check issued within 2 business days of approval, 99% of the time $500 per quarter Contribution Posting If contribution detail is received prior to 4:00 pm (ET), they will receive that day's closing prices. Details received after 4:00 p.m. (ET) will receive the next business day's closing prices $100 per occurrence Allocation Changes Nationwide will process form within 5 business days of receipt of the request in good order $100 per occurrence Allocation Changes (via web) Nationwide will process the request same day if confirmed prior to 4:00 p.m. (ET) $100 per occurrence VRU and Web access Provide 99% participant access to account information and perform account transactions 24 hr./day, 7 days/week except for scheduled downtime which typically occurs during non- business hours $500 per quarter VRU Answer Time Calls will be answered by the VRU within 4 seconds $300 per quarter Contingency Plan Seventy-two (72) hour Recovery Plan in the event of recordkeeping or administrative system failure $1,000 per occurrence