American Home Shield 2010 Annual Report Download - page 365

A.154 "Service Provider Benefit Plans" As of the Hire Date, the Transitioned Employees shall be immediately eligible to
participate in all employee benefit savings and defined contribution programs, plans or policies generally maintained for similarly
situated employees of Service Provider (as the same may be modified from time to time, "Service Provider Benefit Plans").
A.155 "Service Provider Governance Organization" means the Service Provider governance organization described in Section 2.2
of the "Governance and Change Control" Exhibit.
A.156 "Service Provider PMO" means the Program Management Office established by Service Provider to oversee all Services
(including Services effective as of the Effective Date and Services added after the Effective Date) in accordance with the "Governance
and Change Control" Exhibit.
A.157 "Service Request" means a request for assistance or performance in connection with the Services.
A.158 [***]
A.159 "Severity Level" has the meaning set forth in the "Service Level Matrix" Schedule [***].
A.160 "SMEs" means subject matter experts.
A.161 "Special CPI" means a CPI defined by Customer, in accordance with Section 3(a)(iii) of the "Service Level Methodology"
Schedule, [***].
A.162 "Storage" has the meaning set forth in the "Server, Storage and Database" section of Schedule E-7.
A.163 "Support" means labor and associated maintenance activities as required for Service Provider to perform or provide the
Services, or for Customer to receive the Services.
A.164 "Switch" has the meaning set forth in the "Network" section of Schedule E-7.
A.165 "Telecom Expense Management" has the meaning set forth in the "Network" section of Schedule E-7.
A.166 "Termination Charges" means the charges for certain termination events, as provided in Schedule E-8.
A.167 "Thin Client Device" has the meaning set forth in the "End User" section of Schedule E-7.
A.168 "Transformation and Transition Charges" means Service Provider's Charges for the provision of the Transformation and
Transition Services, as set forth in "Pricing" Schedule.
A.169 "Transformation and Transition Project" has the meaning set forth in Section 2.1 of Schedule F-1.
12