OTHERWISE SPECIFIED.
A.34
"CRITICAL TRANSITION AND TRANSFORMATION MILESTONE" MEANS A MILESTONE
SPECIFIED IN SCHEDULE F-3.
A.35
"CROSS-TOWER SERVICES" MEANS SERVICES THAT AFFECT MULTIPLE TOWERS .
A.36
"CUSTOMER AUTHORIZED USER" MEANS A PERSON AUTHORIZED BY CUSTOMER TO
RECEIVE SERVICES.
A.37
"CUSTOMER BUSINESS APPLICATIONS" MEANS THE SOFTWARE APPLICATIONS
LISTED IN THE "CUSTOMER BUSINESS APPLICATIONS" SCHEDULE.
A.38
"CUSTOMER GOVERNANCE ORGANIZATION" MEANS THE CUSTOMER GOVERNANCE
ORGANIZATION DESCRIBED IN SECTION 2.2 OF THE "GOVERNANCE AND CHANGE CONTROL"
EXHIBIT.
A.39
"PMOS" MEAN THE CUSTOMER PMO AND THE SERVICE PROVIDER PMO.
A.40
"CUSTOMER PMO" MEANS CUSTOMER'S PROGRAM MANAGEMENT OFFICE THAT
OVERSEES ALL SERVICE DELIVERY IN ACCORDANCE WITH THE "GOVERNANCE AND CHANGE
CONTROL" EXHIBIT.
A.41
"DATABASE INSTANCE" HAS THE MEANING SET FORTH IN THE "SERVER,
STORAGE AND DATABASE" SECTION OF SCHEDULE E-7.
A.42
[***]
A.43
[***]
A.44
"DELIVERABLE FORM" MEANS THE FORM ATTACHED AS APPENDIX 4-F TO THE
"GOVERNANCE AND CHANGE CONTROL" EXHIBIT.
A.45
"DESIGNATED CPI" MEANS THOSE CPIS WHICH ARE DESIGNATED IN THE
"SERVICE LEVEL METHODOLOGY" SCHEDULE AS THE SUBJECT OF A SERVICE LEVEL
TERMINATION EVENT PURSUANT TO SECTION 2(C)(IV) OF THE "SERVICE LEVEL
METHODOLOGY" SCHEDULE.
3
A.46
"DETAILED SPECIFICATION REPORT" MEANS THE DETAILED SPECIFICATION
REPORT PREPARED BY SERVICE PROVIDER AS PART OF THE CHANGE CONTROL PROCEDURES.
A.47
"DETAILED TRANSFORMATION AND TRANSITION PLAN" MEANS A FULLY DETAILED
WRITTEN DRAFT OF THE PROPOSED FINAL TRANSFORMATION AND TRANSITION PLAN AS
FURTHER DESCRIBED IN SECTION 3.2(A) OF SCHEDULE F-1.
A.48
"DISASTER RECOVERY" HAS THE MEANING SET FORTH IN THE "DISASTER
RECOVERY" SECTION OF SCHEDULE E-7.
A.49
[***]
A.50
[***]
A.51
"EARLY REBADGE FIXED FEES" HAS THE MEANING SET FORTH IN SCHEDULE
E-3.
A.52
"EMAIL ID" HAS THE MEANING SET FORTH IN THE "MESSAGING" SECTION OF
SCHEDULE E-7.
A.53
"EMERGENCY CHANGE" MEANS AN OPERATIONAL CHANGE TO THE ENVIRONMENT
NECESSARY TO MAINTAIN CONTINUITY OF SERVICES PRIOR TO PROVIDING NOTICE TO
CUSTOMER OR OBTAINING CUSTOMER'S APPROVAL OF SUCH CHANGE.
A.54
"EMPLOYEE SERVICE" MEANS THE DURATION OF EMPLOYMENT WITH CUSTOMER,
ITS AFFILIATES OR PREDECESSORS FROM AN EMPLOYEE'S DATE OF HIRE WITH CUSTOMER (OR
ITS AFFILIATE OR PREDECESSOR) UNTIL THE HIRE DATE AS SERVICE WITH SERVICE
PROVIDER.
A.55
"END USER SATISFACTION SURVEY" MEANS END-USER SATISFACTION SURVEYS
CONDUCTED IN ACCORDANCE WITH THE "GOVERNANCE AND CHANGE CONTROL" EXHIBIT.
A.56
"ENHANCEMENT" MEANS A ROUTINE, STAND ALONE CHANGE OR IMPROVEMENT
THAT DOES NOT IMPACT A SYSTEM BEYOND THE ELEMENT OF THE SYSTEM BEING CHANGED OR
MODIFIED, THAT DOES NOT REQUIRE INTEGRATION TESTING, BUT MAY REQUIRE
CROSS-FUNCTIONAL REVIEW, WHERE THE CHANGE OR IMPROVEMENT CAN BE COMPLETED IN
LESS THAN [***].
ANY SUCH CHANGE OR IMPROVEMENT TAKING [***]OR MORE IS
CONSIDERED A PROJECT.
A.57
[***]
A.58
"EXPECTED SERVICE LEVEL DEFAULT" MEANS A RECURRING FAILURE OF
SERVICE PROVIDER TO MEET THE EXPECTED SERVICE LEVEL FOR THE SAME CPI OR KPI
[***] DURING A SERVICE LEVEL REPORTING PERIOD.
A.59
"EXPECTED SERVICE LEVEL" MEANS THE EXPECTED LEVEL OF PERFORMANCE FOR
A CPI OR A KPI, AS APPLICABLE, AS SET FORTH IN THE APPLICABLE "SERVICE LEVEL
MATRIX" SCHEDULE.
A.60
"GENERAL PERFORMANCE INDICATORS" OR "GPIS" MEANS THOSE SERVICE
LEVELS WHICH ARE DESCRIBED IN THE APPLICABLE