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GPS » Topics » Store LRT Service Levels

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

Store LRT Service Levels

The Service Levels for Store LRT includes maintenance and software support, 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

Inventory Management    Running Inventory Management means total Hardware owned by Gap covered under the Agreement that is currently located at Supplier Repair Center or located at a Third Party Facility for Repair. The inventory shall be tracked separately for Stores and Distribution Centers.    *    *    Daily    *
Spares Pool    “Spares Pool” means the repaired spare inventory of equipment located at Supplier Repair Center or a Third Party Facility used to replace broken equipment in Gap stores.    *    *    N/A    *

 

* 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 - 5

LOGO

 

Service Levels

   

Definition

   

Floor

Service Level

   

Expected
Service Level

   

Window

   

Service Level
Type as of
Effective Date

Software Production Support – Severity 1   

“Response Time” means the amount of time until a knowledgeable Supplier or OEM customer support resource responds to Gap’s initial call.

 

“Resolution Time” means the amount of time, from Gap’s initial call, until Supplier provides a workaround or fix to the error or issue.

 

“Patch Time” means the amount of time, from Gap’s initial call, until Supplier provides a permanent fix to the error or issue.

 

If applicable, any patches necessary to fix Severity 1 and Severity 2 problems shall be included in Supplier’s or OEM vendor’s next maintenance release.

    *    *    Daily    *
Software Production Support – Severity 2    See definition above in Severity 1 section    *    *    Daily    *
Software Production Support – Severity 3    See definition above in Severity 1 section.    *    *    Daily    *

 

* 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 - 6

LOGO

 

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