American Home Shield 2010 Annual Report Download - page 360

A.86 "Key Performance Indicators" or "KPIs" means those Service Levels which are described in the applicable "Service Level
Matrix" Schedule as a KPI. Each Key Performance Indicator has an Expected Service Level and Minimum Service Level associated
with it, unless otherwise specified. No Service Level Credits are available in connection with KPIs.
A.87 [***]
A.88 "Leave of Absence" or "LOA" means an approved leave of absence for short term disability and/or the Family Medical
Leave Act pursuant to the Customer Group's applicable policies.
A.89 "LOA Offer Date" means a date within [***] after any employee on an LOA is removed from leave status.
A.90 [***]
A.91 "Massachusetts Information Security Regulation" means the Massachusetts Standards for the Protection of Personal
Information of Residents of the Commonwealth, 201 CMR 17.00-17.04.
A.92 "Measured Applications" are the Customer Business Applications. The "tier" for each Measured Application is listed in the
"Customer Business Applications" Schedule.
A.93 "Measurement Period" means, unless another date is specified in the "Service Level Matrix" Schedule, the six (6)
consecutive months of measurements during which Baseline Data will be measured, which may be used by Customer and Service
Provider to determine Service Level Expected and/or Minimum Service Levels, under Sections 2(d) and 3(a) of the "Service Level
Methodology" Schedule. Service Provider will measure, collect and report to Customer the relevant measurements during such
period.
A.94 "Measurement Window" means the periodic evaluation and reporting frequency for each individual Service Level as
specified in the applicable "Service Level Matrix" Schedule (e.g., monthly, quarterly, semi-annually, annually).
A.95 [***]
A.96 "Minimum Service Level Default" means a single failure of Service Provider to meet the applicable Minimum Service Level
for a specific CPI or KPI in the applicable Measurement Window (e.g., monthly).
A.97 "Minimum Service Level" means the minimum level of performance set forth in the applicable "Service Level Matrix"
Schedule with respect to each CPI, KPI or GPI.
A.98 "Monthly Performance Scorecard Report" means the report describing Service Provider's performance of the Services in the
preceding month in accordance with Section 2.5.1(b) of the "Governance and Change Control" Exhibit.
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