American Home Shield 2010 Annual Report Download - page 363

A.126 "Project Work Order" means the documentation authorizing the specific requirements, including scope, acceptance criteria,
milestones, Service Locations, Service Provider's schedule and pricing commitment for a particular Project (such commitment is
referred to as "baselined" in the Service Levels). A Project Work Order is also referred to operationally as a statement of work for a
Project.
A.127 "Proposed Transferred Agreements" means those Managed Agreements identified as "Proposed to be Assumed," if any, in
the "Third Party Agreements" Schedule.
A.128 "RCA" means Root Cause Analysis.
A.129 "Remote Locations" means those locations identified with an "N" in the "IBM on site" column in the "Customer Facilities"
Schedule.
A.130 "Required Modification" means a software or hardware update that is required to eliminate a program error, ensure
reliability, ensure legal compliance or that is required to enable system compatibility.
A.131 "Re-Solution Milestone" has the meaning set forth in Schedule F-5.
A.132 "Re-Solution Plan" means the plan pursuant to which the Services will be re-solutioned or transitioned to Successor Service
Providers, as described in Schedule F.
A.133 "Re-Solution Project" means the Project pursuant to which certain Services will be restructured and certain other Services
will be transitioned to Customer or Successor Service Providers, as outlined in the Re-Solution Plan.
A.134 "Resource Baseline" for each applicable category of Service, means that quantity of Resource Units that is included in the
monthly Base Charges set forth in Schedule E-3. The Resource Baselines for each month of the Term are set forth in Schedule E-5.
A.135 "Resource Unit" means, for each applicable Service, the individual unit of resource consumption included in the Resource
Baseline and used to calculate adjustments to Base Charges in the form of either an ARC or a RRC, as applicable, for Resource Unit
consumption [***] according to the formulas defined in Section 2.4(b) of Schedule E-1.
A.136 "Responsible Executive" has the meaning set forth in Section 2.2.8(a) of the "Governance and Change Control" Exhibit.
A.137 "Retained Expenses" are those expenses and costs for which Customer is financially responsible.
A.138 "Root Cause Analysis" or "RCA" means the process to identify the root cause of Problems and developing a plan for
corrective actions.
A.139 "Router" has the meaning set forth in the "Network" section of Schedule E-7.
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