American Home Shield 2010 Annual Report Download - page 358

A.59 "Employee Service" means the duration of employment with Customer, its Affiliates or predecessors from an employee's
date of hire with Customer (or its Affiliate or predecessor) until the Hire Date as service with Service Provider.
A.60 "End User Satisfaction Survey" means end-user satisfaction surveys conducted in accordance with the "Governance and
Change Control" Exhibit.
A.61 "Enhancement"means a routine, stand alone change or improvement that does not impact a system functionality, that does
not require integration testing (but will require testing prior to placing into production), and where the change or improvement can be
completed in less than [***]. A branch move will be treated as an Enhancement if less than [***]. Any such change or improvement
taking [***] or more is considered a Project.
A.62 "Essential Business Application" are those Customer Business Applications listed in the "Critical Services" Schedule.
A.63 [***]
A.64 "Expected Service Level Default" means a recurring failure of Service Provider to meet the Expected Service Level for the
same CPI or KPI [***] during a Service Level Reporting Period.
A.65 "Expected Service Level" means the expected level of performance for a CPI or a KPI, as applicable, as set forth in the
applicable "Service Level Matrix" Schedule.
A.66 "General Performance Indicators" or "GPIs" means those Service Levels which are described in the applicable "Service
Level Matrix" Schedule as a GPI. Each General Performance Indicator has a Minimum Service Level associated with it unless
otherwise specified. No Service Level Credits are available in connection with GPIs.
A.67 "Governance and Change Control" means the Exhibit by which Service Provider will provide Customer with the
performance reporting for the Services as specified in the "Service Level Agreement" Schedule.
A.68 "Governance Process Functional Responsibilities Matrix" means a process responsibility matrix that details the
responsibilities of each of the Parties related to a given process identified in the "Governance and Change Control" Exhibit.
A.69 "Governance Transition Deliverables" are set forth in Appendix 4-A of the "Governance and Change Control" Exhibit.
A.70 "Handset" has the meaning set forth in the "Network" section of Schedule E-7.
A.71 "Help Desk Seat" has the meaning set forth in the "End User" section of Schedule E-7.
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