Health Net 2010 Annual Report Download - page 168

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Final Execution Version
Other terms used in this Schedule B (or any Exhibit or Attachment to this Schedule B) are either defined in the context in which
they are used or are defined elsewhere in this Agreement, and in each case shall have the meanings there indicated.
Supplier may utilize such alternative measurement tool, process or methodology only to the extent such tool, and any
associated Service Level adjustments, are approved in
(j) “Weighting Facto
r
” means the portion of the Pool Percentage Available for Allocation that Health Net has allocated with
respect to a Critical Service Level. The Weighting Factor for each of the Critical Service Levels as of the Effective Date
are set forth in Exhibit B-1, and shall be sub
j
ect to modification
p
ursuant to Section 5 of this Schedule B.
2.2 Other Terms
3 MEASUREMENT, REPORTING AND SUPPORTING INFORMATION
3.1 Measurement
(a) Except as otherwise expressly provided for a particular Service Level in Exhibit B-1, the Measurement Period for each
Service Level shall be each calendar month durin
g
the Term.
(b) Except as otherwise expressly indicated in this Schedule B, all references to time of day in this Schedule B shall refer to
Pacific Time (“PT”), and an
y
reference to “hour” or “hours” shall mean clock hours.
3.2 Measurement Tools
(a) Supplier shall measure its performance with respect to each Service Level using the corresponding measurement tools,
processes and methodologies identified for such Service Level in Exhibit B-1, or as specified pursuant to Sections 3.2(c),
and 5.2(c)(i) of this Schedule B.
(b) Supplier shall provide (except as expressly stated otherwise in this Agreement) and utilize the necessary measurement and
monitoring tools and procedures required to measure and report Supplier’s performance of the Services against the
applicable Service Levels. Such measurement and monitoring shall permit reporting at a level of detail sufficient to verify
compliance with the Service Levels, and will be subject to verification and review by Health Net. Supplier shall provide
Health Net with information and access to such tools and
p
rocedures u
p
on re
q
uest, for
p
ur
p
oses of verification.
(c) If, after the Effective Date, Supplier desires to use a different measurement tool, process or methodology for any Service
Level, Su
pp
lier shall
p
rovide written notice to Health Net
p
ro
p
osin
g
:
(i) the alternative measurement tool,
p
rocess or methodolo
gy
; and
(ii) any reasonable adjustments to the Service Levels that are necessary to account for any increased or decreased
sensitivit
y
that will likel
y
result from use of the alternative measurement tool,
p
rocess or methodolo
gy
.
Schedule B
B -2
Health Net/Co
g
nizant Confidential