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GPS » Topics » * Service Levels

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

1.131 “Service Levels”

“Service Levels” shall mean those Supplier performance criteria as set forth in the Service Level Agreement.

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

* Service Levels

The Service Levels for * includes Server Support and Provisioning, 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
* Clustered Server Availability    Aggregate Average availability of the production Clustered * servers.    *    *    Monthly    *
* Server Availability    Aggregate Average availability of the production * servers.    *    *    Monthly    *
Reconfigure an existing server to meet development needs    Reconfiguration of development servers per a documented, approved request. This service level will not be promoted to a critical service level without the mutual agreement of the Parties.    *    *    Monthly    *
Reconfigure an existing environment to meet production needs (DISCUSS)             Monthly    *
Provision a new server once the hardware is available (up through OS)    Provisioning a new development server per a documented, approved request. This service level will not be promoted to a critical service level without the mutual agreement of the Parties.    *    *    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 - 17

LOGO

 

Service Levels

   

Definition

   

Floor

Service Level

    Expected
Service Level		    Window    Service Level
Type as of
Effective Date
Provision a new virtual machine (“Vmware”) in an existing server    Provisioning a new virtual machine per a documented, approved request. This service level will not be promoted to a critical service level without the mutual agreement of the Parties.    *    *    Monthly    *
Provision additional storage once the hardware is available    Provisioning additional storage per a documented, approved request. This service level will not be promoted to a critical service level without the mutual agreement of the Parties.    *    *    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 - 18

LOGO

 

EXCERPTS ON THIS PAGE:

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

RELATED TOPICS for GPS:

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