GOVERNANCE AND REPORTING. 11.1 The Service Provider shall comply with Xxxxx's governance and reporting requirements as set out in Schedule 3 and the operational reporting requirements set out in Schedule 2. 11.2 Service Provider shall develop on or before the date agreed in the Transition Plan and in any event within 90 working days following the Effective Date and maintain (subject always to approval by Aspen) a policy and procedures manual (the "Procedures Manual") that describes, at a minimum: 11.2.1 how the Services are to be performed and delivered; 11.2.2 the equipment and software to be used; 11.2.3 the relevant documentation including operations manuals and user guides; 11.2.4 the quality assurance procedures approved by Aspen; 11.2.5 the supervision, monitoring, staffing, reporting, planning and oversight activities to be undertaken by Service Provider; 11.2.6 Service Provider's problem management escalation procedures; 11.2.7 other pertinent Service Provider standards and procedures; and 11.2.8 Aspen's standards and policies notified to Service Provider pursuant to clause 3.11. 11.3 Service Provider shall update and maintain the Procedures Manual at least annually and Aspen and Service Provider shall agree on any policies and procedures to be included within the same. 11.4 Until the Procedures Manual is approved, Service Provider shall perform the Services consistent with existing Aspen standards and policies. 11.5 Service Provider agrees that if an agreed trigger event occurs (it being agreed that this shall include if: (i) there are repeated delivery or service failures; (ii) there is a major one-off failure such as a failure to achieve a Key Milestone Date; and/or (iii) Service Provider fails to comply with its rectification obligations) then, without prejudice to its ongoing duty to address the underlying issue in accordance with the terms of this Agreement, it will commit to executive escalation as follows: 11.5.1 as a first level of executive escalation ("Executive Escalation (a)") Service Provider has agreed that should Executive Escalation (a) be triggered then the Service Provider’s insurance business head (as at the Effective Date Xxx Xxxxxxxx) shall relocate to Aspen's offices for four (4) full working days per week to lead Service Provider's team and to explain progress; and Service Provider's CEO or his or her nominee who shall be a member of Service Provider’s senior leadership team shall telephone Xxxxx's CEO or CIO (at Aspen’s election) once each week to report progress. Without prejudice to its other rights and remedies Aspen may in its sole and absolute discretion elect to waive or defer Executive Escalation (a); 11.5.2 not used. 11.6 Service Provider shall request that Aspen act as a reference source in relation to at least two (2) bids each year. Such bids shall be for services broadly similar to the Services for clients of a similar size to Aspen. Failure to do this shall require Service Provider's Chief Business Officer to provide detailed reasons for such failure to Xxxxx's CIO.
Appears in 1 contract
Samples: Master Services Agreement (Aspen Insurance Holdings LTD)
GOVERNANCE AND REPORTING. 11.1 The Service Provider shall comply with Xxxxx's governance and reporting requirements as set out in Schedule 3 and the operational reporting requirements set out in Schedule 2.
11.2 Service Provider shall develop on or before the date agreed in the Transition Plan and in any event within 90 working days following the Effective Date and maintain (subject always to approval by Aspen) a policy and procedures manual (the "Procedures Manual") that describes, at a minimum:
11.2.1 how the Services are to be performed and delivered;
11.2.2 the equipment and software to be used;
11.2.3 the relevant documentation including operations manuals and user guides;
11.2.4 the quality assurance procedures approved by AspenXxxxx;
11.2.5 the supervision, monitoring, staffing, reporting, planning and oversight activities to be undertaken by Service Provider;
11.2.6 Service Provider's problem management escalation procedures;
11.2.7 other pertinent Service Provider standards and procedures; and
11.2.8 Aspen's standards and policies notified to Service Provider pursuant to clause 3.11.
11.3 Service Provider shall update and maintain the Procedures Manual at least annually and Aspen and Service Provider shall agree on any policies and procedures to be included within the same.
11.4 Until the Procedures Manual is approved, Service Provider shall perform the Services consistent with existing Aspen standards and policies.
11.5 Service Provider agrees that if an agreed trigger event occurs (it being agreed that this shall include if: (i) there are repeated delivery or service failures; (ii) there is a major one-off failure such as a failure to achieve a Key Milestone Date; and/or (iii) Service Provider fails to comply with its rectification obligations) then, without prejudice to its ongoing duty to address the underlying issue in accordance with the terms of this Agreement, it will commit to executive escalation as follows:
11.5.1 as a first level of executive escalation ("Executive Escalation (a)") Service Provider has agreed that should Executive Escalation (a) be triggered then the Service Provider’s insurance business head (as at the Effective Date Xxx Xxxxxxxx) shall relocate to Aspen's offices for four (4) full working days per week to lead Service Provider's team and to explain progress; and Service Provider's CEO or his or her nominee who shall be a member of Service Provider’s senior leadership team shall telephone Xxxxx's CEO or CIO (at Aspen’s election) once each week to report progress. Without prejudice to its other rights and remedies Aspen may in its sole and absolute discretion elect to waive or defer Executive Escalation (a);
11.5.2 not used.
11.6 Service Provider shall request that Aspen act as a reference source in relation to at least two (2) bids each year. Such bids shall be for services broadly similar to the Services for clients of a similar size to Aspen. Failure to do this shall require Service Provider's Chief Business Officer to provide detailed reasons for such failure to Xxxxx's CIO.34744018
Appears in 1 contract
Samples: Master Services Agreement (Aspen Insurance Holdings LTD)
GOVERNANCE AND REPORTING. 11.1 The Service Provider shall comply with Xxxxx's governance and reporting requirements as set out in Schedule 3 and the operational reporting requirements set out in Schedule 2.
11.2 Service Provider shall develop on or before the date agreed in the Transition Plan and in any event within 90 working days following the Effective Date and maintain (subject always to approval by Aspen) a policy and procedures manual (the "Procedures Manual") that describes, at a minimum:
11.2.1 how the Services are to be performed and delivered;
11.2.2 the equipment and software to be used;
11.2.3 the relevant documentation including operations manuals and user guides;
11.2.4 the quality assurance procedures approved by AspenXxxxx;
11.2.5 the supervision, monitoring, staffing, reporting, planning and oversight activities to be undertaken by Service Provider;
11.2.6 Service Provider's problem management escalation procedures;
11.2.7 other pertinent Service Provider standards and procedures; and
11.2.8 Aspen's standards and policies notified to Service Provider pursuant to clause 3.11.
11.3 Service Provider shall update and maintain the Procedures Manual at least annually and Aspen and Service Provider shall agree on any policies and procedures to be included within the same.
11.4 Until the Procedures Manual is approved, Service Provider shall perform the Services consistent with existing Aspen standards and policies.
11.5 Service Provider agrees that if an agreed trigger event occurs (it being agreed that this shall include if: (i) there are repeated delivery or service failures; (ii) there is a major one-off failure such as a failure to achieve a Key Milestone Date; and/or (iii) Service Provider fails to comply with its rectification obligations) then, without prejudice to its ongoing duty to address the underlying issue in accordance with the terms of this Agreement, it will commit to executive escalation as follows:
11.5.1 as a first level of executive escalation ("Executive Escalation (a)") Service Provider has agreed that should Executive Escalation (a) be triggered then the Service Provider’s insurance business head (as at the Effective Date Xxx Xxxxxxxx) shall relocate to Aspen's offices for four (4) full working days per week to lead Service Provider's team and to explain progress; and Service Provider's CEO or his or her nominee who shall be a member of Service Provider’s senior leadership team shall telephone Xxxxx's CEO or CIO (at Aspen’s election) once each week to report progress. Without prejudice to its other rights and remedies Aspen may in its sole and absolute discretion elect to waive or defer Executive Escalation (a);
11.5.2 not used.
11.6 Service Provider shall request that Aspen act as a reference source in relation to at least two (2) bids each year. Such bids shall be for services broadly similar to the Services for clients of a similar size to Aspen. Failure to do this shall require Service Provider's Chief Business Officer to provide detailed reasons for such failure to Xxxxx's CIO.
Appears in 1 contract
Samples: Master Services Agreement (Aspen Insurance Holdings LTD)
GOVERNANCE AND REPORTING. 11.1 The Service Provider shall comply with XxxxxAspen's governance and reporting requirements as set out in Schedule 3 and the operational reporting requirements set out in Schedule 2.
11.2 Service Provider shall develop on or before the date agreed in the Transition Plan and in any event within 90 working days following the Effective Date and maintain (subject always to approval by Aspen) a policy and procedures manual (the "Procedures Manual") that describes, at a minimum:
11.2.1 how the Services are to be performed and delivered;
11.2.2 the equipment and software to be used;
11.2.3 the relevant documentation including operations manuals and user guides;
11.2.4 the quality assurance procedures approved by Aspen;
11.2.5 the supervision, monitoring, staffing, reporting, planning and oversight activities to be undertaken by Service Provider;
11.2.6 Service Provider's problem management escalation procedures;
11.2.7 other pertinent Service Provider standards and procedures; and
11.2.8 Aspen's standards and policies notified to Service Provider pursuant to clause 3.11.
11.3 Service Provider shall update and maintain the Procedures Manual at least annually and Aspen and Service Provider shall agree on any policies and procedures to be included within the same.
11.4 Until the Procedures Manual is approved, Service Provider shall perform the Services consistent with existing Aspen standards and policies.
11.5 Service Provider agrees that if an agreed trigger event occurs (it being agreed that this shall include if: (i) there are repeated delivery or service failures; (ii) there is a major one-off failure such as a failure to achieve a Key Milestone Date; and/or (iii) Service Provider fails to comply with its rectification obligations) then, without prejudice to its ongoing duty to address the underlying issue in accordance with the terms of this Agreement, it will commit to executive escalation as follows:
11.5.1 as a first level of executive escalation ("Executive Escalation (a)") Service Provider has agreed that should Executive Escalation (a) be triggered then the Service Provider’s insurance business head (as at the Effective Date Xxx Xxxxxxxx) shall relocate to Aspen's offices for four (4) full working days per week to lead Service Provider's team and to explain progress; and Service Provider's CEO or his or her nominee who shall be a member of Service Provider’s senior leadership team shall telephone Xxxxx's CEO or CIO (at Aspen’s election) once each week to report progress. Without prejudice to its other rights and remedies Aspen may in its sole and absolute discretion elect to waive or defer Executive Escalation (a);
11.5.2 not used.
11.6 Service Provider shall request that Aspen act as a reference source in relation to at least two (2) bids each year. Such bids shall be for services broadly similar to the Services for clients of a similar size to Aspen. Failure to do this shall require Service Provider's Chief Business Officer to provide detailed reasons for such failure to Xxxxx's CIO.
Appears in 1 contract
Samples: Master Services Agreement (Aspen Insurance Holdings LTD)
