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SponsorPlan <br />Participant Service <br />Retirement Representatives <br />available 99% of time during <br />regular hours of service (8 a.m. to <br />10 p.m. EST, Monday through <br />0.25% of quarterly plan <br />Participant Contact <br />Friday and Saturdays between <br />Metric provided as part of the <br />fees for each 0.1 % below <br />Center Hours of <br />quarterly Empower Service <br />the 99% benchmark with <br />Availability <br />9:00 a.m. and 5:30 p.m. EST) <br />Level Agreement Report <br />maximum fee reduction <br />except for closings of NYSE, <br />of 1 % <br />holidays and shortened hours <br />associated with early market close <br />or holiday eves <br />99% of the time IVR/internet <br />Metric provided as part of the <br />IVR / internet Availability <br />available excluding regularly <br />quarterly Empower Service <br />1 % of quarterly fees <br />scheduled maintenance <br />Level Agreement Report <br />99% of the time reports available <br />Metric provided as part of the <br />Plan Reporting for Plan <br />online - updated monthly and <br />quarterly Empower Service <br />o <br />1 /o of quarterly fees <br />Sponsor <br />nightly excluding regularly <br />scheduled maintenance <br />Level Agreement Report <br />Delivered prior to January 31 of <br />Metric provided as part of the <br />Distribution of Form <br />1099R <br />each calendar year, excluding <br />quarterly Empower Service <br />1 % of quarterly fees <br />corrected 1099Rs <br />Level Agreement Report <br />City Council 19 — 63 9/19/2023 <br />