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with notice in the event of such system unavailability <br />due to reasons other than routine upgrades or <br />maintenance. <br />H. Client Service <br />Client service representatives will be available <br />via toll -free telephone call to Great -West to answer <br />Participant questions and process applicable <br />transactions each Business Day between the hours <br />of 6:00 am and 5:00 pm Pacific Time. <br />I. Plan Sponsor Access to Recordkeeping <br />System <br />Plan Sponsor staff shall have access to Great - <br />West's recordkeeping system or website online via <br />the PSC to inquire or make changes while <br />administering the Plan. Upon request, Great -West <br />representatives will be made available to assist and <br />train employees of Plan Sponsor in properly <br />accessing and processing transactions on the PSC. <br />The PSC will be available consistent with the <br />availability of the automated voice response system. <br />Plan Sponsor will have access to Great -West <br />report/data staff and all standard reports and may <br />request customized reports at no additional charge. <br />Custom reports will be produced within 14 days of <br />written request. <br />J. Reporting <br />1. Participant Statements <br />Each calendar quarter, Great -West will make <br />available to each Participant a statement of <br />his/her account, summarizing all activity for the <br />previous calendar quarter, including, but not <br />limited to: <br />a) Beginning and ending balances; <br />b) All transactions processed during the <br />quarter, including contributions; <br />c) Interest or change in value; <br />d) Any applicable Fees /Charges; <br />e) Transfers and withdrawals for the <br />quarter. <br />Participants may elect to access their <br />statements via the Participant website, or to <br />receive their statements by mail, and may <br />change their election at any time. Alternate <br />access requests by Participants or Plan Sponsor <br />will incur no additional charges. Statements will <br />be mailed to Participants who do not affirmatively <br />elect to access their statements on the website. <br />Mailed statements will be sent to the Participant's <br />last -known home address as provided to Great - <br />West by Plan Sponsor, the Participant and /or the <br />prior recordkeeper. <br />Statements will be available on the website or <br />mailed within 20 Business Days after the end of <br />each calendar quarter, or within ten Business <br />Days after receipt of final information in good <br />order from third party sources, whichever is later. <br />Undeliverable statement should have Great - <br />West as the return address not the City. Great - <br />West is responsible for getting statements to <br />Participants by using an address - locator service <br />for all "lost" Participants. <br />2. Employer Plan Summary Report <br />Plan Sponsor will receive an Employer Plan <br />Summary Report, summarizing Plan -level assets <br />and Participant account balances, within 20 <br />Business Days after each calendar quarter end, <br />or within ten Business Days after receipt of final <br />information in good order from third party <br />sources, if applicable, whichever is later. <br />The following Plan information will be <br />addressed in the Employer Plan Summary <br />Report: <br />a) Summary of Plan transactions and <br />assets; <br />b) Summary of contributions processed; <br />c) Withdrawals; <br />d) Annuities purchased, if applicable; <br />e) Periodic payments; <br />f) Investment option grand totals — <br />summarizes both dollars and <br />units /shares and Plan activity; <br />g) Investment option totals by money <br />type — summarizes both dollars and <br />units /shares and money type activity; <br />h) Participant summary — a report of <br />account activity for each Participant. <br />City of Santa Ana Services Agreement 401(a) 02 -02 -15 Page 8 <br />