Common use of Cardholder Support Clause in Contracts

Cardholder Support. Average Speed of Answer-IVR A call that terminates in IVR tree after success market. Measures the utility of IVR response to tree to provide self service answer. 85% of calls answered within 45 seconds as of connection; 100% calls within 1 minute as of connection. Abandon Rate Rate at which IVR calls are abandoned while in queue due to delay waiting for service longer than 45 seconds Monthly abandon rate of 4 percent or less for all programs combined. IVR: 98% daily availability (30 day average) Web: 98% daily availability (30 day average) Availability By 6 am Central Time daily Data Variance Accurate & complete data file-allowing reconciliation of transactions to account balance and authorizations. Helpdesk/Technical Support Credit Processor will provide a support group and the telephone number to Bank that will be available Monday through Friday during the hours of 8:00 a.m. to 6:00 p.m. (CT) to take incoming calls from Bank for assistance requests and to address technical questions and issues with respect to the provision of the credit processing services.

Cardholder Support. Average Speed of Answer-IVR A call that terminates in IVR tree after success market. Measures the utility of IVR response to tree to provide self service answer. 85% of calls answered within 45 10 seconds as of connection; 100% calls within 1 minute as of connection. Abandon Rate Rate at which IVR calls are abandoned while in queue due to prolonged delay waiting for service longer than 45 seconds Monthly abandon rate of 4 percent or less for all programs combined. IVR: 98% daily availability (30 day average) Web: 98% daily availability (30 day average) Availability By 6 am Central Time daily Data Variance Accurate & complete data file-allowing reconciliation of transactions to account balance and authorizations. Helpdesk/Technical Support Credit Processor will provide a support group and the telephone number to Bank that will be available Monday through Friday during the hours of 8:00 a.m. to 6:00 p.m. (CT) to take incoming calls from Bank for assistance requests and to address technical questions and issues with respect to the provision of the credit processing services.