"KPIS" MEANS THOSE SERVICE LEVELS
WHICH ARE DESCRIBED IN THE APPLICABLE "SERVICE LEVEL MATRIX" SCHEDULE AS A KPI.
EACH KEY PERFORMANCE INDICATOR HAS AN EXPECTED SERVICE LEVEL AND MINIMUM SERVICE
LEVEL ASSOCIATED WITH IT, UNLESS OTHERWISE SPECIFIED.
NO SERVICE LEVEL CREDITS
ARE AVAILABLE IN CONNECTION WITH KPIS.
A.80
[***]
A.81
"LEAVE OF ABSENCE" OR "LOA" MEANS AN APPROVED LEAVE OF ABSENCE FOR
SHORT TERM DISABILITY AND/OR THE FAMILY MEDICAL LEAVE ACT PURSUANT TO THE
CUSTOMER GROUP'S APPLICABLE POLICIES.
A.82
"LOA OFFER DATE" MEANS A DATE WITHIN [***] AFTER ANY EMPLOYEE ON AN
LOA IS REMOVED FROM LEAVE STATUS.
A.83
[***]
A.84
"MASSACHUSETTS INFORMATION SECURITY REGULATION" MEANS THE
MASSACHUSETTS STANDARDS FOR THE PROTECTION OF PERSONAL INFORMATION OF RESIDENTS
OF THE COMMONWEALTH, 201 CMR 17.00-17.04.
A.85
"MEASUREMENT PERIOD" MEANS THE [***]OF MEASUREMENTS DURING WHICH
BASELINE DATA WILL BE MEASURED, WHICH MAY BE USED BY CUSTOMER AND SERVICE
PROVIDER TO DETERMINE SERVICE LEVEL EXPECTED AND/OR MINIMUM SERVICE LEVELS,
UNDER [***]3(A) OF THE "SERVICE LEVEL METHODOLOGY" SCHEDULE.
SERVICE PROVIDER
WILL MEASURE, COLLECT AND REPORT TO CUSTOMER THE RELEVANT MEASUREMENTS DURING
SUCH PERIOD.
A.86
"MEASUREMENT WINDOW" MEANS THE PERIODIC EVALUATION AND REPORTING
FREQUENCY FOR EACH INDIVIDUAL SERVICE LEVEL AS SPECIFIED IN THE APPLICABLE
"SERVICE LEVEL MATRIX" SCHEDULE (E.G., MONTHLY, QUARTERLY, SEMI-ANNUALLY,
ANNUALLY).
A.87
[***]
A.88
"MINIMUM SERVICE LEVEL DEFAULT" MEANS A SINGLE FAILURE OF SERVICE
PROVIDER TO MEET THE APPLICABLE MINIMUM SERVICE LEVEL FOR A SPECIFIC CPI OR KPI
IN THE APPLICABLE MEASUREMENT WINDOW (E.G., MONTHLY).
A.89
"MINIMUM SERVICE LEVEL" MEANS THE MINIMUM LEVEL OF PERFORMANCE SET
FORTH IN THE APPLICABLE "SERVICE LEVEL MATRIX" SCHEDULE WITH RESPECT TO EACH
CPI, KPI OR GPI.
A.90
"MONTHLY PERFORMANCE SCORECARD REPORT" MEANS THE REPORT DESCRIBING
SERVICE PROVIDER'S PERFORMANCE OF THE SERVICES IN THE PRECEDING MONTH IN
ACCORDANCE WITH SECTION 2.5.1(B) OF THE "GOVERNANCE AND CHANGE CONTROL" EXHIBIT.
A.91
"MOVE" HAS THE MEANING SET FORTH IN THE "END USER" SECTION OF
SCHEDULE E-7.
A.92
"NETWORK PRINTER" HAS THE MEANING SET FORTH IN THE "END USER"
SECTION OF SCHEDULE E-7.
A.93
"OFFER DATE" MEANS THE DATE AGREED TO BY THE PARTIES IN ACCORDANCE
WITH THE "TRANSFORMATION AND TRANSITION PLAN" SCHEDULE, EXCEPT FOR CUSTOMER
EMPLOYEES ON LEAVES OF ABSENCE.
6
A.94
"OPERATING SYSTEM INSTANCE" HAS THE MEANING SET FORTH IN THE
"SERVER, STORAGE AND DATABASE" SECTION OF SCHEDULE E-7.
A.95
"OPERATIONAL" MEANS, WITH RESPECT TO A PERSONAL COMPUTER (INCLUDING
PERIPHERALS), AND/OR AN PDA/HANDHELD DEVICE, THE POINT IN TIME AFTER WHICH
INSTALLATION AND CONFIGURATION OF THE UNIT BY SERVICE PROVIDER HAVE OCCURRED AND
THE UNIT USER HAS EXPRESSLY ACKNOWLEDGED IN WRITING THAT THE UNIT HAS BEEN
SUCCESSFULLY INSTALLED AND CONFIGURED.
A.96
"PATCH MANAGEMENT" MEANS THE PROCESS OF RECEIVING, REVIEWING,
INSTALLING AND TRACKING SOFTWARE UPDATES ISSUED BY A SOFTWARE OR HARDWARE
PROVIDER.
A.97
"PBX VOICE PORT" HAS THE MEANING SET FORTH IN THE "NETWORK" SECTION
OF SCHEDULE E-7.
A.98
"PERFORMANCE TREND/IMPROVEMENT REPORT" MEANS A REPORT ILLUSTRATING
SERVICE PROVIDER'S PERFORMANCE WITH RESPECT TO EACH SERVICE LEVEL AS A TREND
ANALYSIS AGAINST [***].
A.99
"PERSONAL COMPUTER" HAS THE MEANING SET FORTH IN THE "END