Mondelez 2012 Annual Report Download - page 322

“ Resolvable Calls ” shall mean those Calls that would be possible to solve at first level, either through existing knowledge, transfer of
knowledge, or process changes. This does not include Calls that require dispatch or transfer to another group for resolution.
“ Resource Baselines ” shall mean the estimated number of Resource Units applicable to a defined period of time and included in the Monthly
Base Charges. The Resource Baselines as of the Commencement Date are set forth in the applicable Supplement, and may be adjusted in
accordance with the applicable Supplement. The Resource Baselines may also be revised from time to time by agreement of the Parties based on
the usage, demand and business requirements of Kraft and the Eligible Recipients and the Monthly Base Charges will be adjusted accordingly.
“ Resource Baseline Band(s) ” means the volume bands (or, where applicable, the multiple volume bands) represented as percentages above
and below the Resource Baseline. Each Resource Baseline Band has unique ARC Rates and RRC Rates, as set forth on the applicable
Supplement , that shall apply to the volume of Billable Resource Units that fall within that Resource Baseline Band. Unless otherwise indicated
on the applicable Supplement, the Resource Baseline Band for each Resource Unit, other than the Resource Units designated in the applicable
Supplement as not being subject to Resource Baseline Bands, will be [ * * * ] above and [ * * * ] below the Resource Baseline for that Resource
Unit.
“ Resource Unit(s) ” means a particular unit of service delivery resources. Each Resource Unit is either a “Non-Billable Asset” or a “Billable
Resource Unit” as indicated on the applicable Supplement.
“ Retained Systems and Business Processes ”
means those systems and business processes of Kraft or an Eligible Recipient for which Supplier
has not assumed responsibility under this Agreement (including those provided, managed, operated, supported and/or used on their behalf by
Kraft Third Party Contractors). Retained Systems and Business Processes include equipment and software associated with such systems and
business processes.
“ Root Cause Analysis ” shall mean the formal process, specified in the Policy and Procedures Manual, to be used by Supplier to diagnose the
underlying cause of problems at the lowest reasonable level so that corrective action can be taken that will eliminate repeat failures. Supplier
shall implement a Root Cause Analysis in accordance with the Service Levels.
“ RRC Rate ” means, in relation to each Billable Resource Unit, the amount specified as the “RRC Rate” for that Billable Resource Unit on the
applicable Supplement, as adjusted pursuant to the applicable Supplement.
“ SSAE Audit ” shall have the meaning given in Section 9.10.9.1 .
“ SSAE Report ” shall have the meaning given in Section 9.10.9.1 .
“ Scheduled Downtime ” shall mean that period of time during which a particular System, Application, Software, Equipment, Network or any
other part of the Services is expected not to be available during the Measurement Window.
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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