Page 4 - DeferredComp-May2018

San M
2017 Annual Perfo

Item Description Guarantee
Participant Call $1,000 per year for failure
Center Response A. Telephone calls to service to meet annual, calendar
center(s) will be answered within year average.
Time 30 seconds 80% of the time.
Quarterly summary / review due $5 per participant per
Participant before the end of the month quarter for each
Statements following the quarter. statement postmarked
after 10 business days.
B. Participant statements will be
mailed within 10 business days
after quarter-end.

Processing D. Process investment fund Maximum $1,000 for
Processing transfers, contribution reconciliation failure to meet agreed-
and posting within one business upon standard.
day and proposed method of
measuring standard. Annual
Report due 31 days after each 12
month period.

Processing E. Process hardship distributions, $1,000 annually for failure
rollover requests, in-service to meet standard in 90%
distributions, and retiree distribution of actions.
requests within 5 working days of
acceptable documentation and
propose method of measuring
standard. Annual summary of
performance by provider.