American Home Shield 2010 Annual Report Download - page 372

(iii) Commencing with the first Service Level Commencement Date, within ten (10) calendar days after the
last day of each month during the Term, Service Provider will provide a monthly performance report for CPIs and KPIs that
reports various metrics, including:
(A) Service Provider's performance against and calculations with respect to each Service Level during
the preceding month;
(B) the Performance Trend/Improvement Report; and
(C) potential problems of which Service Provider is aware that could reasonably be expected to result
in a failure to meet a Service Level and remedial actions including summaries of the reports submitted to Customer
in accordance with Service Provider's obligation to periodically submit Service Level reports and Service Level
Credits.
Notwithstanding the above, Service Provider shall only be required to report on GPIs upon the request of Customer, and upon
such request, Service Provider shall produce the monthly performance report within ten (10) days. Service Provider shall
only be required to provide within ten (10) Business Days Performance Trend/Improvement Reports on GPIs upon the
request of Customer.
(iv) If any monthly performance report provided by Service Provider to Customer does not have reasonably
sufficient detail and accuracy for Customer to determine whether Service Provider achieved or failed to achieve the Expected
Service Level and/or Minimum Service Level for each Service Level in the immediately preceding Measurement Window,
then Customer may provide written notice thereof to Service Provider, which notice must contain reasonable detail of the
deficiencies in the subject monthly performance report. If within ten (10) days after receiving such a notice Service Provider
fails to deliver to Customer a revised or replacement monthly performance report containing reasonably sufficient detail and
accuracy for Customer to determine whether Service Provider achieved or failed to achieve a Service Level in the applicable
Measurement Window [***].
2. Service Level Obligations.
(a) Service Level Obligations.
The metrics, measurement standards, and other pertinent features for CPIs, KPIs and GPIs are described in "Service Level
Matrix" Schedule.
(b) Commencement of Service Level Obligations.
The Parties agree that Service Provider will begin delivering the Services in accordance with the Service Levels as of each
applicable Service Level Commencement Date for a particular Service. Unless otherwise agreed in writing, Service Provider is not
accountable for Service Level performance prior to each applicable Service Level Commencement Date.
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