Gap Retained Responsibilities. In support of the Maintenance Services set forth in this Attachment A, except as otherwise agreed in the Agreement or this Statement of Work, Gap agrees: __________________________ *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 A.3.1 Gap Confidential and Proprietary Information Second Amended Master Services Agreement
a. to notify Supplier whenever Gap wishes to add Covered Machine types to an existing Covered Location or set up new Covered Locations;
b. to participate in the Technical Call Screening Process for identified Covered Machines. Gap acknowledges that such participation will require reasonable participation of store personnel;
c. to strive to achieve the call distribution targets of (T2) Critical - *%, (T4) Urgent – *%, (T9) Next Business Day *% and CRU – *%;
d. where determined by Gap that a Customer Replaceable Unit can reasonably be used to repair a Covered Machine, Gap Store personnel will receive and install;
e. to restrict use of any access codes Supplier provides to Gap so that such codes are used only by those who are authorized to do so;
f. to timely provide Supplier with information Supplier reasonably requests but only to the extent necessary for Supplier to perform the Maintenance Services. Gap shall also notify Supplier of any changes to such information to the extent necessary for Supplier to perform its obligations under this Attachment A;
g. to not use any electronic diagnostic and service delivery facilities provided by Supplier for purposes other than to support Covered Machines;
h. to use the information obtained from Supplier in the course of Supplier performing the Maintenance Services only to support Gap’s information processing requirements within Gap’s enterprise;
i. to designate a person called the Gap Project Manager who will be Gap’s focal point for communications with Supplier relative to the Maintenance Services and will either have the authority to act on Gap’s behalf in matters regarding the Maintenance Services or arrange for Supplier access to the Gap personnel with such authority. Gap’s Project Manager will coordinate and arrange for Supplier to be given access to Gap personnel, data, and information that is reasonably required by Supplier to fulfill Supplier’s responsibilities under this Attachment A. In executing this responsibility the Gap Project Manager will interface with th...
Gap Retained Responsibilities. In support of the Warehouse Services set forth in this Attachment E, Gap agrees:
(a) To test new Software updates prior to delivery to the Supplier Integration Center for installations. Gap shall not send updates that in Gap’s reasonable judgment have not been successfully tested by Gap.
(b) To use commercially reasonable efforts to deliver new and/or updated Software to the Supplier Integration Center * prior to the first requested __________________________ *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 A.3.a – European Stores Maintenance Services SOW Gap Confidential and Proprietary Information Page 42 onsite date. This includes a backup hard copy if the new or updated Software is delivered via *.
(c) To designate which parts are serialized and which are not serialized.
(d) To designate which used units of Store Equipment are to be refurbished and which are not to be refurbished and to monitor the refurbished inventory so that Supplier can be notified when more items need to be refurbished.
(e) To supply to Supplier a Register, certain controllers, *, monitors and keyboards, cradles, Access Point units and cables, but only to the extent required for Supplier to complete Gap-specific testing and/or Gap-supplied code load methods. Supplier shall only use such equipment for Gap’s benefit pursuant to the requirements of this Attachment E.
(f) To provide Gap specific written instructions and procedures regarding the staging and integration of the registers at least * prior to the first scheduled installation date.
(g) To use commercially reasonable efforts to provide inventory to the Supplier Integration Center to meet service delivery requirements; and to provide written notification to the Supplier Project Manager at least * prior to the scheduled arrival date for Store Equipment not purchased from Supplier, including quantities and projected arrival date at the Supplier Integration Center.
(h) To use commercially reasonable efforts to provide asset tags to the Supplier Integration Center to meet service delivery requirement.
(i) To provide a manifest or xxxx of lading to the Supplier Integration Center for Store Equipment not purchased from Supplier showing Gap as the customer, description, and quantities in shipment for inbound OEM and consigned supplies that are shipped from a Third Party Vendor. Shipments not identified ...
Gap Retained Responsibilities. (a) Provide office space, telephone and data lines, reproduction services to Supplier personnel while working on Gap premises. Access to electronic mail, LANs, and printers will be provided as appropriate.
(b) Provide Supplier with permanent on-site office space at 2 Folsom for *, laboratory space and network drops sufficient to work on * __________________________ *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 A.4 Gap Confidential and Proprietary Information Second Amended Master Services Agreement simultaneously, storage space to store equipment and spare parts for break/fix and refresh projects and recycling space.
(c) Provide Supplier with permanent space in a common area accessible to Gap Authorized Users with network drops, power, and secure storage at Gap’s 2 Folsom campus to be used for the service counter described in Section VI(a)(17) above.
(d) Provide Supplier with the use of a site specific Microsoft Outlook mailbox that can be used to place advance reservations for services.
(e) Provide Supplier with a pool of temporary Workstations as described in Section VI(b)(2) above.
(f) Include the Supplier Tier 2 Deskside Support Team in the Gap operational readiness review for Gap tools rollouts. Provide training as necessary to the Supplier Tier 2 Deskside Support Team on Gap tools as agreed with Gap.
(g) Provide support for connection of laptops to wireless access from Gap Authorized Users’ homes.
(h) Provide Supplier with access to the Gap systems as required.
(i) Provide vendor with * rollout plan.
(j) Fulfill any applicable Gap internal operational and administrative approval requirements for installations and MACs.
(k) Approve changes to the Workstation Replacement Program project plan and opening and closing related service tickets.
(l) Review signed-off installation documentation.
(m) Provide an on-site contact during installation days and additional personnel to be on call during installation to troubleshoot application, and facility problems as required.
(n) Provide access and security clearance to Gap locations for all Supplier resources that are assigned to complete work activities at those locations.
(o) Address all site/facility requirements prior to installation date, as agreed in the Gap-IBM Procedures Manual (e.g., power, connectivity, access to freight elevators, trash receptacles).
(p) Assist with the...
Gap Retained Responsibilities. Gap shall:
(a) Provide on-site support at remote locations where there is no permanent Supplier staff, for Server reset, tape backup mounts, print services, as __________________________ *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.
6.1 Gap/IBM Confidential and Proprietary Information Second Amended and Restated Master Services Agreement mutually agreed. Such support will be English speaking to provide hands and eyes for Supplier Global Services support staff who are remote to those locations.
(b) Provide information that would assist Supplier in performing Supplier’s obligations regarding capacity planning based on Gap’s requirements, usage or business plans.
(c) Provide racks and floor space for all current tapes and archive tapes required.
(d) Request data restoral services for data if it is required.
(e) Provide Application support, including development and maintenance, and compliance with the promotion to production process detailed in the Procedures Manual.
(f) Provide Applications support to assist Supplier in server consolidation as agreed to in the Server consolidation plan.
(g) Retain asset ownership and financial responsibility for maintenance and support of all network printers as set forth in the Financial Responsibility Matrix (Exhibit C.7).
Gap Retained Responsibilities. (a) Provide office space, telephone and data lines, reproduction services to Supplier personnel while working on Gap premises. Access to electronic mail, LANs, and printers will be provided as appropriate.
(b) Provide Supplier with access to the Gap systems as required.
(c) Provide vendor with annual rollout plan.
(d) Fulfill any applicable Gap internal operational and administrative approval requirements for installations and MACs.
(e) Approve changes to the Workstation Replacement Program project plan and opening and closing related service tickets.
(f) Review signed-off installation documentation.
(g) Provide an on-site contact during installation days and additional personnel to be on call during installation to troubleshoot application, and facility problems as required.
(h) Provide access and security clearance to Gap locations for all Supplier resources that are assigned to complete work activities at those locations. * 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.
(i) Address all site/facility requirements prior to installation date, as agreed in the Procedures Manual (e.g., power, connectivity, access to freight elevators, trash receptacles).
(j) Assist with the development of the installation and data migration instructions for the setup of equipment to meet Gap specific requirements.
(k) Provide necessary end user information for Supplier to successfully perform its functions as mutually agreed in the Procedures Manual.
(l) Advise Supplier and manage any unique installation sites that preclude an outside vendor from performing work upon the premise.
(m) Provide notification to each site, informing the site management of the work effort Supplier will be providing on their behalf, giving the appropriate access and clearance to enter the building.
(n) Provide Workstations with * on-site warranties and associated software to be installed and supported by Supplier, and coordinate and manage the receipt of the Workstations at Gap locations.
(o) Provide acceptance of completed work order.
(p) Provide a list of supported Workstation configurations equipment, which may be updated from time to time by Gap.
(q) Require its Workstation provider to reasonably test Workstations to confirm that they are working in accordance with their applicable specifications prior to shipment of such Workstations to Gap. Gap, or its designee, shall a...
Gap Retained Responsibilities. (a) Implement the physical environmental requirements for Equipment – including *, electrical, * and space requirements.
(b) Provide, as required, physical on-site voice network support for the New York campus.
(c) Gap engineering shall be responsible for transforming and translating Gap’s business requirements into detailed System requirements for the Gap Network. Specifically, Gap shall:
(1) Verify requirements;
(2) Perform initial assessment and
(3) Provide input to documented requirements. * 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 A.5 Gap/IBM Confidential and Proprietary Information Page 41 This document contains confidential and proprietary information of The Gap, Inc. and IBM. Except with the express prior written permission of The Gap, Inc. and IBM, this document and the information contained herein may not be published, disclosed, or used for any other purpose. Exhibit A.6 Gap/IBM Confidential and Proprietary Information
I. General 1 II. Operating Principles and Objectives 2 III. Messaging and Collaboration 3 IV. File and Print Services; Ad Hoc Document Repositories 4 V. Database Maintenance, Support and Management 6 VI. Messaging and Integration 8 VII. Electronic Data Warehouse 9 VIII. Directory Services and Network Based Appliances 9 IX. Identity Management 12 X. Server Environment 12 XI. Storage Management 22 XII. Asset Management 31 XIII. Equipment and Software Support 37 XIV. Software Inventory and * 46 XV. Gap Responsibilities 47 * 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 A.6 Gap/IBM Confidential and Proprietary Information
Gap Retained Responsibilities. In support of the Services set forth in this Attachment A, except as otherwise agreed in the Agreement or this Statement of Work, Gap agrees:
(a) to notify IBM whenever Gap wishes to add Eligible Machine types to an existing Covered Location or set up new Covered Locations;
(b) once the * process is mutually agreed, to participate in that process according to its terms. Gap acknowledges that such participation will require reasonable participation of store personnel;
(c) to strive to achieve the call distribution targets of Critical - *%, Urgent - *%, Next Business Day *% and CRU - *%;
(d) where determined by Gap that a Customer Replaceable Unit can reasonably be used to repair a Covered Machine, Gap Store personnel will receive the CRU sent by IBM to the designated Gap location, remove the defective CRU from the inoperable Covered Machine, replace the defective CRU with the CRU provided by IBM, and, unless otherwise instructed by IBM, to use reasonable efforts to return the defective CRU to IBM within 30 days after Gap’s receipt of the replacement CRU;
(e) to restrict use of any access codes IBM provides to Gap so that such codes are used only by those who are authorized to do so;
(f) to timely provide IBM with information IBM reasonably requests but only to the extent necessary for IBM to perform the Maintenance Services . Gap shall also notify IBM of any changes to such information to the extent necessary for IBM to perform its obligations under this Attachment 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.
(g) to not use any electronic diagnostic and service delivery facilities provided by IBM for purposes other than to support Covered Machines;
(h) to use the information obtained from IBM in the course of IBM performing the Maintenance Services only to support Gap’s information processing requirements within Gap’s enterprise;
(i) to designate a person called the Gap Project Manager who will be Gap’s focal point for communications with IBM relative to the Maintenance Services and will either have the authority to act on Gap’s behalf in matters regarding the Maintenance Services or arrange for IBM access to the Gap personnel with such authority. Gap’s Project Manager will coordinate and arrange for IBM to be given access to Gap personnel, data, and information that is reasonably required by IBM to fulfill IBM’s responsibiliti...
Gap Retained Responsibilities. Gap shall:
(a) Provide on-site support at remote locations where there is no permanent Supplier staff, for Server reset, tape backup mounts, print services, as mutually agreed. Such support will be English speaking to provide hands and eyes for Supplier Global Services support staff who are remote to those locations.
(b) Provide racks and floor space for all current tapes and archive tapes required.
Gap Retained Responsibilities. (a) Provide on-site support at remote locations where there is no permanent Supplier staff, for Server reset, tape backup mounts, print services, as mutually agreed. Such support will be English speaking to provide hands and eyes for Supplier Global Services support staff who are remote to those locations.
(b) Provide information that would assist Supplier in performing Supplier’s obligations regarding capacity planning based on Gap’s requirements, usage or business plans.
(c) Provide racks and floor space for all current tapes and archive tapes required.
(d) Request data restoral services for data if it is required.
(e) Provide Application support, including development and maintenance, and compliance with the promotion to production process detailed in the Procedures Manual.
Gap Retained Responsibilities. Gap shall:
