American Home Shield 2010 Annual Report Download - page 296

4.1.11 Change Order Log
(a) Service Provider shall maintain a Change Order Log of Change Orders throughout the term of the
Agreement or Transaction Document as appropriate. The Change Order Log shall include the following level of detail: [***]
(b) The status of the Change Order in the Change Control Procedure shall be categorized as one of the
following stages: [***]
4.2 Issue Management and Dispute Resolution
4.2.1 Issue Management
(a) Operationally, the Parties shall implement an Issues Management Process according to the
timeframes indicated in Appendix 4-B and Section 2.4 of this Exhibit 4. [***]
(b) Service Provider shall [***]
(c) Service Provider shall add the agreed upon tools, forms and documented processes (including any
changes made by Customer) to the Procedures Manual.
(d) [***] The Parties will work together in good faith to resolve any issues using the Issues
Management Process.
4.3 Customer Satisfaction Management
[***] the Responsible Executives shall appoint the appropriate representatives from the respective teams to take
responsibility for measuring, managing and reporting on Customer satisfaction in accordance with the process to be developed as part
of the work activities defined in Appendix 4-B.
4.3.1 Introduction
(a) This section describes [***]the development and conduct of satisfaction surveys throughout the
Term including End User Satisfaction Surveys, and [***] Satisfaction Surveys.
(b) [***] shall develop each of the satisfaction surveys including the survey questions and
methodology for [***] review and approval.
(c) [***], the Parties shall review each of the surveys and agree to any required changes including as
to the content and timing of such surveys. [***] shall update each of the surveys to reflect any change agreed to by the Parties.
(d) End User Satisfaction Surveys shall be administered in accordance with [***] shall conduct such
End User Satisfaction Surveys on a regular basis and provide the results of such surveys to [***].