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pRopt)sa� for the City of Santa Ana JYMorgan Wires , The primary treasury service contact is available standard business hours within each tirrie zone. Our Treasury Services Solution Center's hours of operation are from 5:00 a.m. PT to Technical ` Our Technical Solutions Group JSG) is available to assist you with your J.P. Morgan ACCESS inquiries around the gibbe Sunday 5:00 p.m. PT through Friday 5:00 p.m. PT. mo/e'w, ',///, /�,/o om.*ne/o///`� xoI'v,,a'/y/mo'� /xm/ r '1/�,mv/m m'./wo/v////* *oww,'r/^, /xomaoa �11mm,nf �)/odmme4 xm/�,, Our goal is to have systems and products available to clients at all times. In some cases, circumstances will exist that work against this goal, Whenever an interruption io experienced ur expected, the City will bm notified online via postings toj-P. Morgan ACCESS orbytelephone contact from Your dedicated CSP Please refer !o Appendix 1 for sample reports nf performance monitoring, which outline the types and length uf service interruptions. o,, m,uo'mxnm"/v,,' runI " ./»/r ;1 1 'a//o� Please refer to Appendix 2 for a copy of our Business Resiliency Overview. /nooaoov1 1vm/m n.xr,"/vo�emuouomvoryou,s, ,,wf , J.P. Morgan continuously monitors the performance of the producls and services we offer, Many measures are reviewed and monitored by key managers and resolution leaders, including senior executives on a daily, weekly, and monli basis through a variety of performance management processes described previously, Berchmarking J.P. Morgan has established industry based benchmarks and standards for its Treasury Services. These service level commitments are primarily used to ensure performance results are in line with service standards and meet our clients' business requirements and expectations. Through our client level report cards and service plans, we vvnrk with clients to establish performance standards that are tailored to their needs and expectations. These report cards and service plans are generally provided monthly to the client, and highlight our performance against client specific service standards. Key Performance Measures Depositoi,y Service We monitor the performance of all of our service areas. We measure implementation time, inquiry resciution and professionalism for all services. In addition, we also monitor specific metrics for a given service orproduct tu help ensure quality levels meet company and client standards. Controlled Disbursement Among the key operahonal measures we track related to Controlled Disbursement Services, are the following, Controlled Disbursement Timeliness Rate — Final Presentment Controlled Disbursement Repcirling Accuracy Rate — Final Presentment Pago4 �� �� ��m�