"SERVICE LEVEL MATRIX" SCHEDULE AS
A GPI.
EACH GENERAL PERFORMANCE INDICATOR HAS A MINIMUM SERVICE LEVEL
ASSOCIATED WITH IT UNLESS OTHERWISE SPECIFIED.
NO SERVICE LEVEL CREDITS ARE
AVAILABLE IN CONNECTION WITH GPIS.
A.61
"GOVERNANCE AND CHANGE CONTROL" MEANS THE EXHIBIT BY WHICH SERVICE
PROVIDER WILL PROVIDE CUSTOMER WITH THE PERFORMANCE REPORTING FOR THE SERVICES
AS SPECIFIED IN THE "SERVICE LEVEL AGREEMENT" SCHEDULE.
4
A.62
"GOVERNANCE PROCESS FUNCTIONAL RESPONSIBILITIES MATRIX" MEANS A
PROCESS RESPONSIBILITY MATRIX THAT DETAILS THE RESPONSIBILITIES OF EACH OF THE
PARTIES RELATED TO A GIVEN PROCESS IDENTIFIED IN THE "GOVERNANCE AND CHANGE
CONTROL" EXHIBIT.
A.63
"GOVERNANCE TRANSITION DELIVERABLES" ARE SET FORTH IN APPENDIX 4-A
OF THE "GOVERNANCE AND CHANGE CONTROL" EXHIBIT.
A.64
"HANDSET" HAS THE MEANING SET FORTH IN THE "NETWORK" SECTION OF
SCHEDULE E-7.
A.65
"HELP DESK SEAT" HAS THE MEANING SET FORTH IN THE "END USER" SECTION
OF SCHEDULE E-7.
A.66
"HIGH LEVEL TRANSFORMATION AND TRANSITION PLAN" MEANS AN INITIAL
HIGH LEVEL PROJECT PLAN FOR THE TRANSFORMATION AND TRANSITION PROJECT PREPARED
BY SERVICE PROVIDER IN ACCORDANCE WITH SCHEDULE F-1.
A.67
"HIGH PRIORITY GOVERNANCE PROCESSES" MEANS THOSE HIGH PRIORITY
GOVERNANCE PROCESSES IDENTIFIED AS SUCH IN APPENDIX 4-B OF THE "GOVERNANCE AND
CHANGE CONTROL" EXHIBIT.
A.68
"HIRE DATE" MEANS THE DATE ON WHICH A TRANSITIONED EMPLOYEE BEGINS
EMPLOYMENT WITH SERVICE PROVIDER.
EXCEPT FOR EMPLOYEES ON A LEAVE OF ABSENCE,
THE HIRE DATE FOR THE TRANSITIONED EMPLOYEES WILL BE DETERMINED IN ACCORDANCE
WITH THE "TRANSFORMATION AND TRANSITION PLAN" SCHEDULE.
A.69
"IMAC" HAS THE MEANING SET FORTH IN THE "END USER" SECTION OF
SCHEDULE E-7.
A.70
"IMMEDIATE CHANGE" MEANS ANY PROPOSED CHANGE REQUESTED BY CUSTOMER
(I) THAT IS REASONABLY REQUIRED TO COMPLY WITH ANY CUSTOMER LAW, CUSTOMER
COMPLIANCE DIRECTIVE OR ANY SYSTEM OR BUSINESS REQUIREMENT AS REQUESTED BY
CUSTOMER THAT CUSTOMER REASONABLY DEEMS APPROPRIATE TO AVOID A SUBSTANTIAL
IMPACT TO ITS SYSTEMS OR BUSINESS, AND (B) THERE IS INSUFFICIENT TIME TO PREPARE
A CHANGE ORDER FOR SUCH CHANGE IN ACCORDANCE WITH NORMAL CHANGE CONTROL
PROCEDURES OR IF THE APPLICABLE CHARGES (IF ANY) ARE NOT AGREED TO PRIOR TO
CUSTOMER'S REQUIREMENT TO COMMENCE WORK RELATED TO SUCH CHANGE.
A.71
"INCIDENT" MEANS AN EVENT OR ISSUE THAT MAY CAUSE INTERRUPTION OR
REDUCTION IN QUALITY OF THE SERVICES TO AN END USER.
A.72
"PROBLEM MANAGEMENT" MEANS THE PROCESS BY WHICH PROBLEMS ARE
IDENTIFIED, COMMUNICATED, MANAGED, TRACKED, AND RESOLVED.
A.73
[***]
A.74
"INFRASTRUCTURE PROJECT RESOURCE BASELINE" IS DESCRIBED IN SCHEDULE
E-3 AND IN THE "OTHER" SECTION OF SCHEDULE E-7.
A.75
"INSTALL" HAS THE MEANING SET FORTH IN THE "END USER" SECTION OF
SCHEDULE E-7.
A.76
"IP TELEPHONY PORT" HAS THE MEANING SET FORTH IN THE "NETWORK"
SECTION OF SCHEDULE E-7.
A.77
"ISEC" MEANS THE INFORMATION SECURITY CONTROLS DOCUMENT DESCRIBED IN
THE "PROCEDURES MANUAL" EXHIBIT.
5
A.78
"ISSUES MANAGEMENT PROCESS" MEANS THE ISSUES MANAGEMENT PROCESS USED
TO TRACK AND RESOLVE ALL SERVICES PERFORMANCE AND OPERATIONAL ISSUES AND OTHER
NON-OPERATIONAL ISSUES ACCORDING TO THE TIMEFRAMES INDICATED IN APPENDIX 4-B AND
SECTION 2.4 OF THE "GOVERNANCE AND CHANGE CONTROL" EXHIBIT.
A.79
"KEY PERFORMANCE INDICATORS" OR