American Home Shield 2010 Annual Report Download - page 356

A.28 "Change Threshold" means [***] occurring during a Business Day.
A.29 "Charge Mechanics" means the specific mechanics, formulas or specified rates, such as ARCs, RRCs, rate cards, [***],
Pass-Through Charges, out-of-pocket expenses and other specifics used to calculate or govern the Charges.
A.30 "Chargeable Project Work" means Project activities to the extent such performance is (i) requested and approved by
Customer as evidenced by a signed Project Work Order, and (ii) are not activities otherwise required to be performed by Service
Provider pursuant to its obligations under the Master Agreement. Service Provider is compensated for Chargeable Project Work as
specified in Section 3.2 of Schedule E-1.
A.31 "Charges" Schedule describes the methodology for calculating all of the Charges payable by Customer to Service Provider
with respect to the Services that Service Provider shall deliver to Customer pursuant to the Master Agreement.
A.32 "COBRA" means continuation coverage required under Section 4980 of the Internal Revenue Code, Part 6 of Title I of
ERISA or applicable state law.
A.33 "Compound Service Level" means a single Service Level that is comprised of two or more independent service metrics,
conditions, components or elements which are separately tracked, measured and reported on, and which all together comprise the
Compound Service Level. A Compound Service Level may be a CPI, KPI or GPI.
A.34 "Consulting and Non-IT Projects" means consulting and other non-information technology Projects that are not otherwise
included in the Services.
A.35 "Continuation Period" means the period beginning on the Hire Date and ending [***] thereafter.
A.36 "Core Third Party Agreements" means those Proposed Transferred Agreements identified as "core" agreements in the "Third
Party Agreements" Schedule.
A.37 "Critical Performance Indicators" or "CPIs" means those Service Levels which are (i) described in the applicable "Service
Level Matrix" Schedule as a CPI and (ii) for which a Service Level Credit may be payable. Each CPI has an Expected Service Level
and a Minimum Service Level associated with it, unless otherwise specified.
A.38 "Critical Transition and Transformation Milestone" means a milestone specified in Schedule F-3.
A.39 "Cross-Tower Services" means Services that affect multiple Towers .
A.40 "Customer Authorized User" means a person authorized by Customer to receive Services.
A.41 "Customer Business Applications" means the software applications and their associated databases as listed in the "Customer
Business Applications" Schedule.
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