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GPS » Topics » IMAC Performance Service Levels

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

IMAC Performance Service Levels

The Service Levels for IMAC Performance includes hardware installations moves, adds and changes, 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

Server image IMACs completed on time    Server image IMACs completed on time when equipment is available.    *    *    Monthly    *
Network IMACs, including software IMACs completed on time    Network IMACs, including software, completed on time when equipment is available.    *    *    Monthly    *
Campus Workstation IMACs completed on time    Campus Workstation IMACs completed on time when equipment is available.    *    *    Monthly    *
Remote Workstation IMACs completed on time    Remote Workstation IMACs completed on time when equipment is available.    *    *    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 - 28

LOGO

 

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

IMAC Performance Service Levels

The Service Levels for IMAC Performance includes hardware moves, adds and changes, 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

Project Management    Project Management and Delivery-Percent of Enhancement and Maintenance Projects completed on time.   

*

   

*

   

Monthly

   

*

Server Devices Installation Time    IMACs completed on time when equipment is available.   

*

   

*

   

Monthly

   

*

Server Devices Moves, Adds, and Changes    IMACs completed on time when equipment is available.   

*

   

*

   

Monthly

   

*

Network Devices Installation Time    IMACs completed on time when equipment is available.   

*

   

*

   

Monthly

   

*

Network Device Moves, Adds, and Changes    IMACs completed on time when equipment is available.   

*

   

*

   

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 - 24

LOGO

 

Service Levels

   

Definition

   

Floor
Service Level

   

Expected
Service Level

   

Window

   

Service Level
Type as of
Effective Date

Network Software Moves, Adds, and Changes    IMACs completed on time when equipment is available.   

*

   

*

   

Monthly

   

*

Campus Workstation Installations, Moves, Adds and Changes    IMACs completed on time when equipment is available.   

*

   

*

   

Monthly

   

*

Workstation Moves, Adds, and Changes, Remote Installs (Review Supplier Data)    IMACs completed on time when equipment is available.   

*

   

*

   

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 - 25

LOGO

 

EXCERPTS ON THIS PAGE:

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

RELATED TOPICS for GPS:

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