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GPS » Topics » Store POS Priority Response Service Calls

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

Store POS Priority Response Service Calls

The monthly Service Levels for Store POS Priority Response Service Calls are set forth below. Failure to meet any of the Service Levels set forth below shall be a Service Level Default. For the avoidance of doubt, the Service Levels in this Exhibit B.1.2 (Store POS Priority Response Service Calls) are calculated on a *.

 

Service Levels

   

Definition

   

Floor

Service Level for
Problem Resolution

   

Expected

Service Level for
Problem Resolution

   

Window

   

Service Level

Type as of

Effective Date

Critical T2/C2 for All Stores    Critical Response Levels for Covered Machines (T2) and * Machines (C2) is determined by Gap at the time the service call is placed.    *    *    Monthly    *

Urgent T4/C4

Problem Resolution

    Urgent Response Levels for Stores (T4) and * Machines (C4).    *    *    Monthly    *
T9-C9 Next Business Day (NBD) Problem Resolution    “Next Business Day” or “NBD” shall mean Mon to Fri, excluding Gap holidays (i.e., New Years, Christmas, Thanksgiving, Memorial Day, Fourth of July, Labor Day), during local store business hours.    *    *    Monthly    *
Customer Replaceable Unit (CRU)    Problem designated to be resolved by Gap personnel with a part sent to the Store from IBM.    *    *    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 - 6

LOGO

 

Service Levels

   

Definition

   

Floor

Service Level for
Problem Resolution

   

Expected

Service Level for
Problem Resolution

   

Window

   

Service Level

Type as of

Effective Date

Scheduled Call T6 – C6    The Scheduled Call category includes all Service Calls for which Gap and Supplier agree the On-site Break/Fix Services will be scheduled for a specific date and time. For this category only, the elapsed time for Problem Resolution is measured from the time Supplier CSR is scheduled to arrive at the Covered Location.    *    *    Monthly    *
Store Depot Equipment Shipping    The percentage of shipments from the Symbol Depot that are successfully sent via courier from their depot to the designated Gap location by the shipping cutoff time.    *    *    Quarterly    *
* Repair    Percentage of * (“Covered Machine(s)”) that are successfully repaired and shipped to the Gap-designated location within the SLA.    *    *    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 - 7

LOGO

 

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

Store POS Priority Response Service Calls

The monthly Service Levels for Store POS Priority Response Service Calls are set forth below. Failure to meet any of the Service Levels set forth below shall be a Service Level Default. For the avoidance of doubt, the Service Levels in this Exhibit B.1.2 (Store POS Priority Response Service Calls) are calculated on a *.

 

Service Levels

   

Definition

   

Floor Service Level

for Problem
Resolution

   

Expected

Service Level for
Problem

Resolution

   

Window

   

Service Level

Type as of

Effective Date

Critical T2/C2 for Priority Stores    Critical Response Levels for Stores (T2) and * Machines (C2) are available based upon the Covered Location requesting Service. Priority Response level for each Covered Location is specified in Covered Locations noted in the Procedures Manual.    *    *    Monthly    *
Critical T2/C2 for Non-Priority Stores    Critical Response Levels for Stores (T2) and * Machines (C2) is available based upon the Covered Location requesting Service. Priority Response level for each Covered Location is specified in Covered Locations noted in the Procedures Manual.    *    *    Monthly    *
Urgent T4/C4    Urgent Response Levels for Stores (T4) and * Machines (C4).    *    *    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 - 3

LOGO

 

Service Levels

   

Definition

   

Floor Service Level
for Problem
Resolution

   

Expected

Service Level for
Problem

Resolution

   

Window

   

Service Level

Type as of

Effective Date

Next Business Day (NBD)    “Next Business Day” or “NBD” shall mean Mon to Fri, excluding Gap holidays (i.e., New Years, Christmas, Thanksgiving, Memorial Day, Fourth of July, Labor Day), during local store business hours.    *    *    Monthly    *
Customer Replaceable Unit (CRU)    Problem designated to be resolved by Gap personnel.    *    *    Monthly    *
Scheduled Call T6    The Scheduled Call category includes all Service Calls for which Gap and Supplier agree the On-site Break/Fix Services will be scheduled for a specific date and time. For this category only, the elapsed time for Problem Resolution is measured from the time Supplier CSR is scheduled to arrive at the Covered Location.    *    *    Monthly    *
NBD CISCO C6    “Next Business Day” or “NBD” shall mean Mon to Fri, excluding Gap holidays (i.e., New Years, Christmas, Thanksgiving, Memorial Day, Fourth of July, Labor Day), during local store business hours.    *    *    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 - 4

LOGO

 

EXCERPTS ON THIS PAGE:

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

RELATED TOPICS for GPS:

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