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GPS » Topics » Corporate Support Problem Management Service Levels

This excerpt taken from the GPS 10-Q filed Jun 9, 2009.

Corporate Support Problem Management Service Levels

The Service Levels for Corporate Support Problem Management includes Corporate Employees, Distribution Centers, Help Desk and Mail, and are set forth below. Failure to meet any of the Service Levels set forth below shall be a Service Level Default.

 

Service Levels

   

Definition

   

Floor

Service Level

   

Expected

Service Level

   

Window

   

Service Level

Type as of

Effective Date

Severity 1 Change Execution – Server Production Environment    Implement Severity 1 Changes within the Gap IT Environment to comply with Section 11 (Incident and Problem Management) of Exhibit A.2 (Cross Functional Services SOW)    *    *    Monthly    *
Severity 1 Change Execution – Mainframe Environment    Implement Severity 1 Changes within the Gap IT Environment to comply with Section 11 (Incident and Problem Management) of Exhibit A.2 (Cross Functional Services SOW)    *    *      

 

 

* Certain information on this page has been omitted and filed separately with the Commission. Confidential treatment has been requested with respect to the omitted portions.

 

Exhibit B.1    Gap/IBM Confidential and Proprietary Information    B - 12

LOGO

 

Service Levels

   

Definition

   

Floor

Service Level

   

Expected

Service Level

   

Window

   

Service Level

Type as of

Effective Date

Acknowledgment of System Failure    The elapsed time between (i) the start of a system failure, until (ii) the point in time that the Problem Ticket is acknowledged by * Operations.    *    *    Monthly    *
Escalation of System Failure to IBM Escalation Manager    The elapsed time between (i) the point in time that the Problem Ticket is acknowledged by * Operations, until (ii) the point in time that the Situation Manager accepts ownership of the failure.    *    *    Monthly    *
Notification of System Failure to Gap    The elapsed time between (i) the point in time that the Problem Ticket is acknowledged by * Operations, until (ii) the point in time that a text page is delivered to Gap for notification of the failure.    *    *    Monthly    *
Root Cause Analysis for all Severity 1 Problems   

Preliminary root cause analysis report is provided to Gap for all Severity 1

problems.

    *    *    Monthly    *

 

 

* Certain information on this page has been omitted and filed separately with the Commission. Confidential treatment has been requested with respect to the omitted portions.

 

Exhibit B.1    Gap/IBM Confidential and Proprietary Information    B - 13

LOGO

 

This excerpt taken from the GPS 10-K filed Mar 28, 2006.

Corporate Support Problem Management Service Levels

The Service Levels for Corporate Support Problem Management includes Corporate Employees, Distribution Centers, Help Desk and Mail, and are set forth below. Failure to meet any of the Service Levels set forth below shall be a Service Level Default.

 

Service Levels

   

Definition

    Floor
Service Level		    Expected
Service Level		    Window    Service Level
Type as of
Effective Date
Severity 1 (Time to Resolve) High Availability Systems    The elapsed time between (i) the time that a Problem Ticket is created, until (ii) the point in time that the Problem is Resolved and the Problem Ticket is updated reflecting the time of such Resolution.    *    *    Monthly    *
Severity 1 (Time to Resolve) Standard Availability Systems    The elapsed time between (i) the time that a Problem Ticket is created, until (ii) the point in time that the Problem is Resolved and the Problem Ticket is updated reflecting the time of such Resolution.    *    *    Monthly    *
Severity 2 (Time to Resolve) High Availability Systems    The elapsed time between (i) the time that a Problem Ticket is created, until (ii) the point in time that the Problem is Resolved and the Problem Ticket is updated reflecting the time of such Resolution.    *    *    Monthly    *

 

* Certain information on this page has been omitted and filed separately with the Commission. Confidential treatment has been requested with respect to the omitted portions.

 

Exhibit B.1

    Gap/IBM Confidential and Proprietary Information        B - 8

LOGO

 

Service Levels

   

Definition

   

Floor

Service Level

   

Expected
Service Level

   

Window

   

Service Level
Type as of
Effective Date

Severity 2 (Time to Resolve) Standard Availability Systems    The elapsed time between (i) the time that a Problem Ticket is created, until (ii) the point in time that the Problem is Resolved and the Problem Ticket is updated reflecting the time of such Resolution.    *    *    Monthly    *
Severity 3 Problem Resolution    The elapsed time between (i) the time that a Problem Ticket is created, until (ii) the point in time that the Problem is Resolved and the Problem Ticket is updated reflecting the time of such Resolution.    *    *    Monthly    *
Severity 4 Problem Resolution    The elapsed time between (i) the time that a Problem Ticket is created, until (ii) the point in time that the Problem is Resolved and the Problem Ticket is updated reflecting the time of such Resolution.    *    *    Monthly    *
Root Cause Analysis for Severity 1 Problems   

Preliminary root cause analysis report is provided to Gap for all Severity 1

problems.

    *    *    Monthly    *

 

* Certain information on this page has been omitted and filed separately with the Commission. Confidential treatment has been requested with respect to the omitted portions.

 

Exhibit B.1

    Gap/IBM Confidential and Proprietary Information        B - 9

LOGO

 

EXCERPTS ON THIS PAGE:

10-Q
Jun 9, 2009
10-K
Mar 28, 2006

RELATED TOPICS for GPS:

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