American Home Shield 2010 Annual Report Download - page 359

A.72 "High Level Transformation and Transition Plan" means an initial high level project plan for the Transformation and
Transition Project prepared by Service Provider in accordance with Schedule F-1.
A.73 "High Priority Governance Processes" means those high priority governance processes identified as such in Appendix 4-B of
the "Governance and Change Control" Exhibit.
A.74 "Hire Date" means the date on which a Transitioned Employee begins employment with Service Provider. Except for
employees on a Leave of Absence, the Hire Date for the Transitioned Employees will be determined in accordance with the
"Transformation and Transition Plan" Schedule.
A.75 "IMAC" has the meaning set forth in the "End User" section of Schedule E-7.
A.76 "Immediate Change" means any proposed Change requested by Customer (i) that is reasonably required to comply with any
Customer Law, Customer Compliance Directive or any system or business requirement as requested by Customer that Customer
reasonably deems appropriate to avoid a substantial impact to its systems or business, and (b) there is insufficient time to prepare a
Change Order for such Change in accordance with normal Change Control Procedures or if the applicable charges (if any) are not
agreed to prior to Customer's requirement to commence work related to such Change.
A.77 "Incident" means an event or issue that may cause interruption or reduction in quality of the Services to an end-user.
A.78 [***]
A.79 [***]
A.80 "Infrastructure Project Resource Baseline" is described in Schedule E-3 and in the "Other" section of Schedule E-7.
A.81 "Install" has the meaning set forth in the "End User" section of Schedule E-7.
A.82 "IP Telephony Port" has the meaning set forth in the "Network" section of Schedule E-7.
A.83 "iSEC" means the Information Security Controls document described in the "Procedures Manual" Exhibit.
A.84 "Issues Management Process" means the issues management process used to track and resolve all Services performance and
operational issues and other non-operational issues according to the timeframes indicated in Appendix 4-B and Section 2.4 of the
"Governance and Change Control" Exhibit.
A.85 "IT Assets" means Customer's information technology hardware and Customer's Software.
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