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Plan Sponsor & <br />Participant Service <br />Minimum Service Standard <br />Retirement Representatives <br />Performance Measurement <br />Fees at Risk <br />available 99% of time during <br />regular hours of service (S 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/intemel <br />Metric provided as part of the <br />IVR / intemet 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% of quarterly fees <br />Sponsor <br />nightly excluding regularly <br />scheduled maintenance <br />Level Agreement Report <br />�I <br />Delivered prior to January 31 of <br />Metric provided as part of the <br />Distribution of Forth <br />1099R <br />each calendar year, excluding <br />quarterly Empower Service <br />1 % of quarterly fees <br />corrected 1099Rs <br />Level Agreement Report <br />i <br />60 <br />City Council 19 — 63 9/19/2023 <br />