Mondelez 2012 Annual Report Download - page 320

“Priority 2” or “P2” shall mean that a problem or incident has a high degree of business impact and shall refer to a problem or incident that
impacts the business’ ability to complete daily work and therefore affects daily level of service, as a result of which the business is able to
perform and function with either a workaround or manual processes but service is degraded. Desktops and laptops may not generate P2
problems, with the exception of the Kraft designated plant floor desktops and laptops (which may generate P2 problems) that Supplier has
agreed may generate P2 problems.
“Priority 3” or “P3” shall mean that a problem or incident has a medium degree of business impact and shall refer to a problem or incident that
results in limited loss of function, during which work can be completed using alternative methods and there is no impact to daily levels of
service, and as a result of which the business can continue to function even though service may be degraded.
“Priority 4” or “P4” shall mean that a problem or incident has a low degree of business impact and shall refer to a minor issue or request which
has no impact on daily level of service and requires follow-up only.
“ Privacy Laws ” means Laws that relate to the security and protection of personally identifiable information, data privacy, trans-border data
flow or data protection, including the Health Insurance Portability and Accountability Act (HIPAA), the Gramm-Leach-Bliley Act and the
implementing legislation and regulations of the European Union member states under the European Union Directive 95/46/EC.
“ Problem Management ” shall mean the process of tracking and managing all problems arising in Kraft’s information technology (“IT”)
environment and recorded in the Problem Tracking System, and resolving those problems arising from or related to the Services.
“ Problem Tracking System ” shall mean the functionality and technical characteristics of the system described in the problem tracking system
described in the applicable Supplement.
“ Procurement Catalog ” shall mean a list of Equipment and Software that are the approved products for purchase or lease by Authorized
Users. The Procurement Catalog may include the provision of Services and also products purchased by Authorized Users as Pass-Through
Expenses.
“ Projects ” shall have the meaning given in Section 4.6.1 .
“ Project IMAC ” shall mean a combination of ten or more IMACs that occur within the same building or locale or some other similar
requirements or timeframe that requires more than routine scheduling of personnel to deliver this group of IMACs in a coordinated manner.
These types of requests typically involve a coordinated movement of multiple Equipment in order to minimize the impact to the end users.
Supplier will work with Kraft to schedule these IMACs and provide a written plan for Project IMACs as described in the applicable Supplement.
IMACS that have similar requirements that may require EDS to perform a Project may be submitted to EDS as described in the Agreement.
Project IMACS will be performed according to the schedule in the written plan for Project IMACS or a Project plan, as approved by Kraft.
“ Proprietary Information ” shall have the meaning given in Section 13.4.1 .
“ Quality Assurance ” means the actions, planned and performed, to provide confidence that all business processes, Systems, Equipment,
Software and components that influence the quality of the Services are working as expected individually and collectively.
CONFIDENTIAL TREATMENT HAS BEEN REQUESTED FOR PORTIONS OF THIS EXHIBIT. THE COPY FILED HEREWITH OMITS
THE INFORMATION SUBJECT TO A CONFIDENTIALITY REQUEST. OMISSIONS ARE DESIGNATED [ * * * ]. A COMPLETE
VERSION OF THIS EXHIBIT HAS BEEN FILED SEPARATELY WITH THE SECURITIES AND EXCHANGE COMMISSION.
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