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Final Execution Version
***.
***
4.6 Excused SLA Penalty Methodology (f.k.a. “Earnback Opportunities”)
(a) ***
(b) ***
(c) ***
(d) ***
5 MODIFICATIONS AND IMPROVEMENTS TO SERVICE LEVELS.
5.1 Deletions of Service Levels
5.2 Additions of Service Levels
(a) If Health Net adds a new Service Level for which there is at *** of historical data within the past *** and such data
indicates performance that is acceptable to Health Net, then the Service Level metric shall be the arithmetic mean of the
most recent *** of historical data. For example, ***. Such Service Level shall become effective ***, but no earlier than
*** after written notice from Health Net.
(b) If Health Net adds a new Service Level for which there is at least *** of historical data within the ***, but such data does
not indicate performance that is acceptable to Health Net, then, upon Health Net’s written request, Supplier will perform an
assessment of the root causes of the unacce
p
table level of historical
p
erformance within ***.
(i) At the end of such *** period, if Health Net reasonably determines that Supplier’s performance is below an
acce
p
table level (e.
g
., b
y
reference to industr
y
standards), then ***.
(ii) At the end of such *** period, if Health Net determines that Supplier’s performance is at an acceptable level, then
the Service Level metric shall be determined in accordance with Section 5.2(a).
(c) If Health Net adds a new Service Level for which at least *** of historical data within the past *** does not exist, then
such Service Level *** in accordance with the followin
g
:
(i) ***
(ii) ***
(iii) ***
(iv) ***.
Schedule B
B -6
Health Net/Co
g
nizant Confidential