Service Level Agreement

SERVICE LEVEL AGREEMENT (SLA)
REMITTANCE PROCESSING SERVICES BETWEEN
BELLSOUTH AFFILIATE SERVICES CORPORATION (BASC) AND
CINGULAR


LOCKBOX SERVICES: ------------------------------------------------------------------------------------------------------------------------- STANDARD SERVICES: ------------------------------------------------------------------------------------------------------------------------- ACTIVITIES: TURNAROUND TIME:


------------------------------------------------------------------------------------------------------------------------- -- Process and deposit customer payments in Atlanta -- Remittance mail received by 4:00AM Eastern
and Charlotte PROs Time (ET) will be processed and deposited by the
same business day
- Processing of the following payment types:
Singles, Multiples, Checks Only, Summary Bills, and -- Remittance mail received after 4:00AM ET will
Cash be processed and deposited by the next business day
- Handling of bank deposits
- Generation and transmission of a daily payment -- Bank cutoff times for same day availability of
file containing payments for both locations deposited funds are 5:00PM ET for Atlanta and
- Generation and transmission of end-of-day 7:00PM ET for Charlotte.
reports file
-- Payment file will be generated and transmitted to
CINGULAR from Monday through Friday by 8:30PM ET ------------------------------------------------------------------------------------------------------------------------- -- Handle and process payment exceptions -- Status or resolution of exception will be provided
within 24 hours.
- Limited handling and processing of out-of-
balance payments and unidentified accounts as
allowed by CARE; otherwise, item will be returned
to affiliate for further clarification
- Items that cannot be handled at the PRO
locations will be returned to CINGULAR (e.g.
incorrect payee, foreign checks) ------------------------------------------------------------------------------------------------------------------------- -- Process and distribute customer correspondence -- Correspondence mail received by 4:00AM ET will
be distributed by 10:00AM ET next business day.
- Customer correspondence will be distributed by Correspondence mail received after 4:00AM ET will
P.O. Box according to list provided by CINGULAR. be delivered by 10:00AM ET second business day. ------------------------------------------------------------------------------------------------------------------------- -- Provide monthly performance monitoring report -- Reports will be available to CINGULAR by the
8th workday of each month (Atlanta and Charlotte
performance results) ------------------------------------------------------------------------------------------------------------------------- -- Provide Payment Inquiry services such as -- Status or resolution will be provided within 3
researching payments and distributing backup detail business days of receipt of the inquiry ------------------------------------------------------------------------------------------------------------------------- -- Forward misdirected bank adjustments, bank -- Misdirected documentation will be forwarded
statements, or dishonor checks to CINGULAR within 48 ...