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9.05 Service Level Reporting. No later than the fifth day of each month during the Term and Termination Assistance Period, National shall provide IRC with a monthly performance report describing, as measured pursuant to Section 9.04, National's performance of the Services in the preceding month, which report shall be made available to IRC in an online, electronic form (the "Monthly Service Level Report"). The Monthly Service Level Report shall: (1) assess the degree to which National has attained or failed to attain the Service Levels: (2) explain any Service Level Defaults and include a plan for corrective action where appropriate; (3) identify any problems or issues that are being caused by the acts or omissions of any third - party providers known to National and the steps being taken to resolve any such problems or issues: and (4) include such documentation and other information as IRC may reasonable request to verify compliance with the Service Levels. 9.06 Quality Assurance. National, as part of its total quality management process and without limiting any other National obligations set forth in this Agreement, shall provide continuous quality assurance and quality improvement through (1) the identification and application of proven techniques, tools, processes and methodologies being used elsewhere within its operations (i.e., "best practices"), and (2) the implementation of programs, practices and measures designed to improve the Service Levels. Such procedures shall include checkpoint reviews, testing, acceptance, and other procedures for IRC to confirm the quality of National's performance. National shall utilize project management tools and methodologies, including productivity aids and project management systems, as appropriate in performing the Services. ARTICLE 10. CUSTOMER SATISFACTION 10.01 Customer Satisfaction. IRC may, from time to time during the Term, request National to participate in customer satisfaction surveys, in respect of any aspect of the Services. The timing, content, scope and method of the survey shall be determined by IRC. National shall use its best efforts to promptly correct deficiencies identified by such customer satisfaction surveys that are attributable to National, including National's performance of the Services. ARTICLE 11. INDIAN RIVER COUNTY RESPONSIBILITIES 11.01 IRC Responsibilities. (1) IRC shall appoint an individual (the "IRC Project Manager") who from the Effective Date shall serve as the primary IRC representative under this Agreement. IRC shall notify National upon appointment of the IRC Project Manager. The IRC Project Manager shall (a) have overall responsibility for managing and coordinating the performance of IRC's obligations under this Agreement, and (b) be authorized to act for and on behalf of IRC with respect to 19