RATES AND THE RRC RATES.
A.16
"AT RISK AMOUNT" MEANS, FOR ANY MONTH DURING THE TERM, [***] OF THE
[***] FOR SUCH MONTH, WHICH IS THE AMOUNT THAT SERVICE PROVIDER WILL HAVE AT
RISK FOR ALL SERVICE LEVEL CREDITS IN SUCH MONTH.
A.17
"BASE CHARGES" MEANS ALL OF THE RECURRING MONTHLY CHARGES DESCRIBED
IN SECTION 2.2 OF SCHEDULE E-1.
A.18
[***]
A.19
"BASELINE DATA" MEANS THE ACTUAL DATA MEASURED DURING A MEASUREMENT
PERIOD [***].
A.20
"BLACKBERRY ID" HAS THE MEANING SET FORTH IN THE "MESSAGING" SECTION
OF SCHEDULE E-7.
A.21
"CHANGE CONTROL PROCEDURES" MEANS THE PROCESS AND PROCEDURES TO BE
FOLLOWED BY CUSTOMER AND SERVICE PROVIDER IN ACCORDANCE WITH THE "GOVERNANCE AND
CHANGE CONTROL" EXHIBIT WHEN EITHER PARTY WISHES TO MAKE A CHANGE TO THE
EXISTING SERVICES.
A.22
"CHANGE MANAGEMENT PROCEDURE" MEANS A DETAILED PROCEDURE DESCRIBING
HOW OPERATIONAL IT OR SERVICE DELIVERY CHANGES WILL BE MADE TO MEET THE
CUSTOMER'S BUSINESS NEEDS WITHIN THE ACCEPTED TIMEFRAMES AND SUBJECT TO SPECIFIC
APPROVALS.
A.23
"CHANGE ORDER LOG" MEANS A HISTORICAL LOG OF CHANGE ORDERS
THROUGHOUT THE TERM.
A.24
"CHANGE THRESHOLD" MEANS [***] OCCURRING DURING A BUSINESS DAY.
A.25
"CHARGE MECHANICS" MEANS THE SPECIFIC MECHANICS, FORMULAS OR
SPECIFIED RATES, SUCH AS ARCS, RRCS, RATE CARDS, [***] PASS-THROUGH CHARGES,
OUT-OF-POCKET EXPENSES AND OTHER SPECIFICS USED TO CALCULATE OR GOVERN THE
CHARGES.
A.26
"CHARGEABLE PROJECT WORK" MEANS PROJECT ACTIVITIES TO THE EXTENT
SUCH PERFORMANCE IS (I) REQUESTED AND APPROVED BY CUSTOMER AS EVIDENCED BY A
SIGNED PROJECT WORK ORDER, AND (II) ARE NOT ACTIVITIES OTHERWISE REQUIRED TO BE
PERFORMED BY SERVICE PROVIDER PURSUANT TO ITS OBLIGATIONS UNDER THE MASTER
AGREEMENT.
SERVICE PROVIDER IS COMPENSATED FOR CHARGEABLE PROJECT WORK AS
SPECIFIED IN SECTION 3.2 OF SCHEDULE E-1.
A.27
"CHARGES" SCHEDULE DESCRIBES THE METHODOLOGY FOR CALCULATING ALL OF
THE CHARGES PAYABLE BY CUSTOMER TO SERVICE PROVIDER WITH RESPECT TO THE SERVICES
THAT SERVICE PROVIDER SHALL DELIVER TO CUSTOMER PURSUANT TO THE MASTER
AGREEMENT.
A.28
"COBRA" MEANS CONTINUATION COVERAGE REQUIRED UNDER SECTION 4980 OF
THE INTERNAL REVENUE CODE, PART 6 OF TITLE I OF ERISA OR APPLICABLE STATE LAW.
2
A.29
"COMPOUND SERVICE LEVEL" MEANS A SINGLE SERVICE LEVEL THAT IS
COMPRISED OF TWO OR MORE INDEPENDENT SERVICE METRICS, CONDITIONS, COMPONENTS OR
ELEMENTS WHICH ARE SEPARATELY TRACKED, MEASURED AND REPORTED ON, AND WHICH ALL
TOGETHER COMPRISE THE COMPOUND SERVICE LEVEL.
A COMPOUND SERVICE LEVEL MAY BE A
CPI, KPI OR GPI.
A.30
"CONSULTING AND NON-IT PROJECTS" MEANS CONSULTING AND OTHER
NON-INFORMATION TECHNOLOGY PROJECTS THAT ARE NOT OTHERWISE INCLUDED IN THE
SERVICES.
A.31
"CONTINUATION PERIOD" MEANS THE PERIOD BEGINNING ON THE HIRE DATE
AND ENDING [***] THEREAFTER.
A.32
"CORE THIRD PARTY AGREEMENTS" MEANS THOSE PROPOSED TRANSFERRED
AGREEMENTS IDENTIFIED AS "CORE" AGREEMENTS IN THE "THIRD PARTY AGREEMENTS"
SCHEDULE.
A.33
"CRITICAL PERFORMANCE INDICATORS" OR "CPIS" MEANS THOSE SERVICE
LEVELS WHICH ARE (I) DESCRIBED IN THE APPLICABLE "SERVICE LEVEL MATRIX" SCHEDULE
AS A CPI AND (II) FOR WHICH A SERVICE LEVEL CREDIT MAY BE PAYABLE.
EACH CPI HAS
AN EXPECTED SERVICE LEVEL AND A MINIMUM SERVICE LEVEL ASSOCIATED WITH IT, UNLESS