American Home Shield 2010 Annual Report Download - page 362

A.115 "Problem Management" means the process by which Problems are identified, communicated, managed, tracked, and
resolved.
A.116 "Process Leader" means the lead Service Provider SME.
A.117 "Process Owner" means the designated lead Customer SME.
A.118 "Productive Hours" means the number of productive hours actually worked by a Service Provider employee or Service
Provider subcontractor employee, excluding non-productive time (which includes travel, vacation, holiday, training, education,
marketing, administrative staff meetings, medical leave and military leave) to provide the Services. Productive Hours does not
include Service Provider internal management time
A.119 "Project" is a group of related, phased activities that may span multiple days, weeks, or months that are documented through
written Project Work Orders, which may have defined milestones and Deliverables, are required for Service Provider to perform the
Services, and any such change or improvement taking [***] or more is considered a Project. As part of the Services, Service Provider
shall provide the services, functions, responsibilities and materials necessary to manage, perform and complete the Projects that
(a) are in progress as of the Effective Date, which are described in the "Project" Schedule,
(b) are approved but not yet in progress as of the Effective Date that are agreed to at that time by the Parties, based
upon the approach that they used in agreeing to the Projects described in the preceding clause (a), which are described in the
"Project" Schedule, and
(c) encompass future initiatives, as required to provide the Services.
Service Provider shall report on the level of effort expended on Projects on a weekly basis.
A.120 "Project Change Request" means a Change to a Project requested after a Project Work Order has been approved by
Customer. Any Changes to Projects in progress (as of the Effective Date)must be described in detail and any such Change will be
addressed through the Change Control Procedures.
A.121 "Project Initiation and Authorization" process to request project services according to the timeframes indicated in Appendix
4-B and Section 2.4 of in the "Governance and Change Control" Exhibit.
A.122 [***]
A.123 [***]
A.124 "Project Rates" means charges calculated using the hourly rates set forth in Schedule E-6.
A.125 "Project Schedule" refers to a "Project Work Order."
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