American Home Shield 2010 Annual Report Download - page 373

(c) Service Level Defaults, Service Level Termination Event, and Excused Performance.
(i) CPIs, KPIs and GPIs Generally.
The Parties acknowledge and agree that all Service Levels are important to the proper support and operation of Customer's
business. However, certain of the Service Levels are of particular importance to Customer's business and are therefore designated as
CPIs and KPIs. Certain of the Service Levels, while important to Customer's business operations, are less critical to Customer and are
designated as GPIs.
(ii) CPI Service Level Defaults.
Service Provider's performance that results in a Service Level Default with respect to a CPI (to the extent not excused
pursuant to paragraph (v), below) shall:
(A) entitle Customer to receive a Service Level Credit;
(B) be escalated to the Operations Oversight Committee; and
(C) result in Service Provider promptly preparing a formal written recovery plan designed to prevent
the reoccurrence of such Service Level Default and, once approved by Customer, Service Provider shall promptly
implement at Service Provider's sole cost, such approved plan.
(iii) KPI Service Level Defaults.
Service Provider's performance that results in a Service Level Default with respect to a KPI (to the extent not excused
pursuant to paragraph (v), below) shall:
(A) be escalated to the Operations Oversight Committee; and
(B) result in Service Provider promptly preparing a formal written recovery plan designed to prevent
the reoccurrence of such Service Level Default and, once approved by Customer, Service Provider shall promptly
implement at Service Provider's sole cost, such approved plan.
(iv) Service Level Termination Events.
A Service Level Termination Event shall be deemed to exist if Service Provider fails to meet the [***] in any Service Level
Reporting Period. [***]. Customer shall have available to it all of the remedies set forth in the Agreement for the occurrence of a
Service Level Termination Event.
(v) [***]
(d) [***]
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