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Final Execution Version
SCHEDULE B
SERVICE LEVELS
Table of Contents
Table of Exhibits
1
Introduction
1
2
Definitions
1
2.1 Certain Definitions
1
2.2 Other Terms
2
3
Measurement, reporting and supporting information
2
3.1 Measurement
2
3.2 Measurement Tools
2
3.3 Re
p
orts and Su
pp
ortin
g
Information
3
4
Service Level methodology
3
4.1 General
3
4.2 Service Level Codes
3
4.3 Failure to Perform
4
4.4 Excused Service Level Failures
5
4.5 Service Level Credits
5
4.6 Excused SLA Penalt
y
Methodolo
gy
(f.k.a. “Earnback O
pp
ortunities”)
6
5
MODIFICATIONS AND improvements to Service Levels
6
5.1 Deletions of Service Levels
6
5.2 Additions of Service Levels
6
5.3 Desi
g
nation of Critical Service Levels and Wei
g
htin
g
Factors
7
5.4 Continuous Im
p
rovement
7
5.5 Quarterl
y
or Annual Meetin
g
to ad
j
ust Service Levels
7
6
CUSTOMER SATISFACTION SURVEYS
7
Exhibit B-1:
Service Level Metrics
Exhibit B-2:
Problem / Incident Severit
y
Level Definitions
Exhibit B-3:
Service Re
q
uest Com
p
letion Times
Schedule B
B -i
Health Net/Co
g
nizant Confidential