Has a requested FNB engagement process The call logging procedure as per the requested engagement process is provided per Annexure A

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1 Dear, FNB Service: Independent Service Level Management: Further to continuous improvement initiatives within the FNB Services ( FNB ) operational environment we wish to confirm below the service level response times that we are able to offer you in supporting the card transaction acquiring solution that we provide to you as a stand alone solution. Please kindly take note of the following: Each query type: Has a requested FNB engagement process The call logging procedure as per the requested engagement process is provided per Annexure A Has a query definition that matches the expected resolution type It is important that the clearly understands the query type and associated definition to ensure optimal resolution Should the query definition not match the query type then the has a specific responsibility to explain to the FNB representative the correct query type and definition Will result in a standard FNB response or resolution action To ensure a high degree of quality in query resolution and engagement FNB representatives will be required to followed a standard process of identification, assessment, reporting, resolution and monitoring Requires certain responsibilities or contributions to enable optimal resolution FNB representatives will be unable to assist the effectively and efficiently unless all the contributions are accurate and provided in full (e.g. transaction information and device access) Service Level response times are a targeted response time that FNB commits to and endeavours to deliver For certain reasons FNB is unable to meet these response time commitments, whether system related or to volume challenges over certain periods (e.g. weekend, public holidays or force majeure events, etc), however, FNB assures you that they will provide all available resources to meet service requirements In order for any service level framework to succeed it is imperative that the apply itself diligently in providing all necessary information / documentation, as well as the correct number (and device number if relevant), so that FNB can effectively and efficiently resolve each of the query types within the committed response times. Directors: LL Dippenaar (Chairman), SE Nxasana (CEO), VW Bartlett, JJH Bester, JP Burger, MS Bomela, L Crouse, PM Goss, NN Gwagwa, PK Harris, WR Jardine, EG Matenge-Sebesho, AT Nzimande, D Premnarayen (Indian), KB Schoeman, RK Store, BJ van der Ross, JH van

2 1. FINANCIAL RELATED SERVICE REQUESTS: No. Query Type Responsibilities Query Description Action Time Frames Response Time TDC logs requested to assist with reconciliation Unable to reconcile/transactions processed but not settled - Credit/Fleet/American Express/Diners Unable to reconcile/transactions processed but not settled - Debit Cards Transactions declined, cardholder settled in cash, transaction still debited to the cardholders account (Debit cards) It is the s responsibility to reconcile daily with the logs provided from the terminal to the funds deposited in the DDA account. The merchant must supply signed copies of the transactions not processed. Please note that transactions older than 6 months cannot be accepted due to Association T&C The merchant must supply signed copies of the transactions not processed. Please note that transactions older than 6 months cannot be accepted due to Association T&C s must retain copies of declined transactions for 3 months. Logged requests must be date and batch specific. An Incident reference number will be provided to the Transaction on daily log not in batch settlement on the DDA (Banking) account Transaction on daily log not in batch settlement on the DDA (Banking) account FNB services will provide an Incident Reference Number. will provide a copy of the disputed transaction, the Cardholder will provide the proof that the amount has been debited either once or duplicated. FNB will provide the with a log of transactions processed during the period requested. FNB services will process all credit and fleet cards. Once processed a log of the values will be faxed/ ed back to the for confirmation of values settled FNB services will process provide copies of the transactions to the relevant issuing bank for settlement. Once settled FNB Services will confirm the credit details to the FNB services will process provide copies of the transactions to the relevant issuing bank for settlement. Once settled FNB Services will confirm the credit details to the The transaction log will be faxed or ed within 24 hours. Note that TDC log requests for large transaction volumes will take longer to retrieve Normal volumes - processed within 3 working days. Large volumes will be negotiated directly with the Resolved within 10 Working days due to multi-stakeholders engagement between FNB and the other banks Resolved within 10 Working days due to multi-stakeholders engagement between FNB and the other banks 24 hrs (Dependent of volume of transaction logs required) 3 Working Days 10 Working Days 10 Working Days 1.5 Chargeback s s must provide a clear description of problems and have the necessary documentation provided with the debit itemized on their DDA account FNB services will provide an Incident Reference Number and will log the call to the relevant Area Manager for resolution The Area Managers will contact the to resolve. NB: FNB services do not deal with chargeback's from American Express, Diners nor any of the Fleet Associations. Resolution period will be determined by the scope of the request Request Specific NB: All reconciliations should be done daily. No queries should be older than 30 days. There is a time limit in which transaction can be debited to a Cardholders account, if this time limit is exceeded the could face a chargeback of "Late presentation of paper" The longer it takes to recover funds on a debit card transaction the more chance of no funds available. The debit card authorization is only held for 32 days.

3 2. DATA-ETHIC RELATED SERVICE REQUESTS: No. Query Type Responsibilities Query Description Action Time Frames Response Times 2.1 Change of banking details The must provide a formal request on a Company letterhead which must be signed by the signatories on the Agreement FNB services will provide an Incident Reference Number and will log the call to the relevant Area Manager for resolution The Area Manager will authorize Fulfilment to make the necessary changes. Once done Fulfilment will confirm the changes which will be filed with the original Agreement Unless the request is date specific, within 2 working days 2 Working Days 2.2 Fees & Terminal Rentals The merchant will provide all the documentation for the query. NB: No queries older than 6 months will be fulfilled. A call will be logged, an Number provided for the query to commence If the has been incorrectly charged, the data will be corrected and the overcharge reversed Resolution period will be determined by the scope of the request Request Specific 2.3 Manual Entry Request will confirm the reason for manual entry The will be provided with an Incident Reference Number, the call will be forwarded to the Area Manager to collate all documentation The Area Manager will approve the request once all the checks are done. If the request is declined the AM/Consultant will confirm the reason Resolution period will be determined by the score of the request, if approved the parameters will be changed and with the first download the device will be activated. Request Specific 2.4 Bin file configuration When a specific BIN is not accepted on a device the needs to provide the card number and device response The call will receive an number which will be used for the investigation. These calls are usually first line resolution, the BIN configuration will be rectified. Bins and parameter download to activate the BIN. After the download the BIN will accept if this BIN is allowed on this device Same Day 2.5 Change of Address - Physical Confirm that the site configuration is the same as the existing site. That the network is in place for the device movement FNB device needs to move the physical location. An Incident Reference Number will be allocated for the service provider to move the device The service provider will move the device and ensure the configuration is correct. FNB will close the call once moved and update all data points to reflect the correct physical address. Request Specific

4 3. TECHNICAL/DEVICE RELATED SERVICE REQUESTS: No. Query Type Responsibilities Query Description Action Time Frames Response Times 3.1 Terminal Repair Report the Number and the device number. FNB will provide an Number for the call The call will be logged to the relevant service provider for resolution 3.2 Terminal upgrade to provide correct details on their device requirements Services Change of device type old device to be removed, new device to be installed Possible device rental fee changes addressed. Call logged to third party technical vendor. 3.3 Additional Devices will provide the existing number and confirm how many additional lanes. If additional networks are required the will have them installed FNB will provide an Number for the call Devices will be captured and loaded for installation 3.4 Lost or Stolen Devices All devices must be insured. The consultant/agent will provide the prices of the devices FNB will provide an Number for the call The third party provider will replace the devices. The region will log the asset loss and collect the payment from the FNB will confirm the date of device replacement. 3.5 Networks for Stand Alone Mobile devices have built in networks. Where external networks are required, it is the s responsibility to have these installed. In the instance of "Network Failure" the relevant service provider needs to be contacted directly.

5 4. FULFILMENT RELATED SERVICE REQUESTS: No. Query Type Responsibilities Query Description Action Time Frames Response Times 4.1 New Site/Installation FNB must be given 14 working days notice of a new site opening by the A call will be logged and a reference number provided. FNB services will provide a list of all required documentation and will set up an appointment to visit the All documentation together with the agreement will be provided to Fulfilment to start the process of setting up the FNB will confirm the date of installation and will instruct the FNB service provider to complete the installation and training. 4.2 Change of Owner FNB must be given 14 working days notice of a change of ownership by the A call will be logged and a reference number provided. FNB services will provide a list of all required documentation and will set up an appointment to visit the All documentation together with the agreement will be provided to Fulfilment to start the process of setting up the FNB will confirm the date of installation and will instruct the FNB service provider to complete the installation and training. 4.3 Additional Outlet FNB must be given 14 working days notice of a new site opening by the A call will be logged and a reference number provided. FNB services will provide a list of all required documentation and will set up an appointment to visit the All documentation together with the agreement will be provided to Fulfilment to start the process of setting up the FNB will confirm the date of installation and will instruct the FNB service provider to complete the installation and training. 4.4 Closure/Deinstallation must provide letter indicating request for terminal and/or profile closure FNB will log the call to track the process FNB will instruct the external service provider to ensure that the last transactions in the terminals have uploaded before the device is removed NB. Please note that if a change of ownership takes place without advising FNB Services the following is applicable: FNB will remove all terminals fee charges as well as any the MMF where applicable and the account will be closed As. A termination letter will be provided. FNB Services will not enter into a dispute between the previous and new owner over funds owed between the two parties. If FNB are not given the 14 days required to process the paper work, the new owner has two options as detailed below: 1. Continue to use the terminals and claim the money back from the previous owner. In this case the onus is entirely on the new merchant to accept the risk. Any charge-backs that originate from the handover period between the old & new owners; will be entirely between the old and new owner, and the new owners DDA will be used for the debit. FNB will not write off any charged back transactions that occur during in the handover period. 2. Request FNB to move the funds to an FNB suspense account where we will hold the funds till all the documentation is completed and the new details are in place. FNB will then settle the money to the new owner. FNB will not under any circumstances simply change banking detail, besides completely circumventing the FICA rules which carry huge penalties, all chargeback on the previous will be debited to the new.

6 5. FIELD SITE SERVICE REQUEST: FNB uses an outsourced (external) service provider to respond to query type resolutions that require a physical site visit to implement resolution initiatives defined and approved by the FNB Servicing and Technical teams. There are 10 major device stocking locations/zone 1 warehouses in RSA and these are based in Johannesburg, Bloemfontein, Port Elizabeth, Durban, Cape Town, East London, George, Nelspruit, Polokwane and East London. The current service level response times per zone for field to site resolution initiatives are as follows: Zone Distance from major stock point 1 0 to 50 km 9 Response Times (Business Hrs) 2 51 to 100 km to 150 km to 200 km 24 5 > 200 km 27 The purpose of this communication is to provide you with a greater level of confidence and assurance in FNB s desire to support your service and / or query request. Should you wish to enquire further please do not hesitate to contact one of our FNB Service Representatives on Kind Regards, Dean Marais Head of Growth FNB Services Version Control: 14 December 2012 Directors: LL Dippenaar (Chairman), SE Nxasana (CEO), VW Bartlett, JJH Bester, JP Burger, MS Bomela, L Crouse, PM Goss, NN Gwagwa, PK Harris, WR Jardine, EG Matenge-Sebesho, AT Nzimande, D Premnarayen (Indian), KB Schoeman, RK Store, BJ van der Ross, JH van

7 ANNEXURE A Call Logging Process: 1. The FNB Services Call Centre is available 24/7 on as the first point of contact. 2. The Call Centre agent will require the following information when a query is logged: (a) Name (b) Number (6 digits) (c) Terminal number (if applicable) (d) Updated contact number for follow-up purposes (e) Verification of the correct address of the site affected if the call is technical (f) Clear description of issues and/or instructions (g) Relevant documentation pertaining to the incident Note: - SLA will only apply when all documentation is received - Requests for merchant profile changes must be provided on a formal company letterhead 3. The Call Centre agent will log a call and assign the relevant severity level based on the table below: Incident Severity Incident Description Service Level Critical Serious Important Entire site is down: - not able to accept all cards - merchant unable to trade Multiple terminals on site and card acceptance working, but one terminal is down; sporadic site instability Queries: - Missing transactions from the reports - Missing settlement - Reconciliation - Re-processing - Double Debits Normal Reconciliation Reports 24 hours Same day resolution As stipulated by the ations 3 to 10 business days, dependent on the type of query and size 4. Ensure that the Call Centre agent provides the targeted service level time to resolve the problem. 5. The Call Centre agent must provide the merchant with an Number for tracking purposes. 6. If for any reason the incident has not been resolved within service level time cited, please follow the process as per the Escalation Procedure documentation. Directors: LL Dippenaar (Chairman), SE Nxasana (CEO), VW Bartlett, JJH Bester, JP Burger, MS Bomela, L Crouse, PM Goss, NN Gwagwa, PK Harris, WR Jardine, EG Matenge-Sebesho, AT Nzimande, D Premnarayen (Indian), KB Schoeman, RK Store, BJ van der Ross, JH van