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60 <br />Plan Sponsor & <br />Participant Service Minimum Service Standard Performance Measurement Fees at Risk <br />Participant Contact <br />Center Hours of <br />Availability <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 />Friday and Saturdays between <br />9:00 a.m. and 5:30 p.m. EST) <br />except for closings of NYSE, <br />holidays and shortened hours <br />associated with early market close <br />or holiday eves <br />Metric provided as part of the <br />quarterly Empower Service <br />Level Agreement Report <br />0.25% of quarterly plan <br />fees for each 0.1% below <br />the 99% benchmark with <br />maximum fee reduction <br />of 1% <br />IVR / internet Availability <br />99% of the time IVR/internet <br />available excluding regularly <br />scheduled maintenance <br />Metric provided as part of the <br />quarterly Empower Service <br />Level Agreement Report <br />1% of quarterly fees <br />Plan Reporting for Plan <br />Sponsor <br />99% of the time reports available <br />online - updated monthly and <br />nightly excluding regularly <br />scheduled maintenance <br />Metric provided as part of the <br />quarterly Empower Service <br />Level Agreement Report <br />1% of quarterly fees <br />Distribution of Form <br />1099R <br />Delivered prior to January 31 of <br />each calendar year, excluding <br />corrected 1099Rs <br />Metric provided as part of the <br />quarterly Empower Service <br />Level Agreement Report <br />1% of quarterly fees