Common use of Service Request Monitoring and Management Clause in Contracts

Service Request Monitoring and Management. Supplier will provide Service Request management for Store Services * for Gap Service Requests, including performing the following tasks for each Gap Service Request: __________________________ *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 (a) Utilize an automated trouble ticket management system to view and monitor Gap Service Requests; (b) Coordinate Service Request activities and the scheduling of Supplier CSRs providing On-site Break/Fix Services; (c) Measure, track and evaluate the progress of open Service Requests and provide relevant information to Supplier and Gap Store Support as needed to facilitate the expeditious resolution of each Service Call; and (d) Promptly identify and escalate to the appropriate Supplier escalation personnel any Service Calls that have the potential to miss the applicable On-site Arrival Period set forth in the Procedures Manual or Problem Resolution Period set forth in Exhibit B.1 (Service Level Matrix), with the escalation personnel stepping in to use commercially reasonable efforts to complete such Service Calls within the applicable On-time Arrival Period and Problem Resolution Period, including the use of the escalation processes described in Section 1.3 Escalation of Service Calls to this Attachment below.

Service Request Monitoring and Management. Supplier will provide Service Request management for Store Services * for Gap Service Requests, including performing the following tasks for each Gap Service Request: : i. Utilize an automated trouble ticket management system to view and monitor Gap Service Requests; ii. Coordinate Service Request activities and the scheduling of Supplier CSRs providing On-site Break/Fix Services; iii. Measure, track and evaluate the progress of open Service Requests and provide relevant information to Supplier and Gap Store Support as needed to facilitate the expeditious resolution of each Service Call; and iv. Promptly identify and escalate to the appropriate Supplier escalation personnel any Service Calls that have the potential to miss the applicable On-site Problem Resolution Period set forth in Exhibit B (Service Level Agreement), with the escalation personnel stepping in to use commercially reasonable efforts to complete such Service Calls within the applicable On-time Arrival Period and Problem Resolution Period, including the use __________________________ *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 A.3.1 Gap Confidential and Proprietary Information (a) Utilize an automated trouble ticket management system to view and monitor Gap Service Requests; (b) Coordinate Service Request activities and the scheduling of Supplier CSRs providing On-site Break/Fix Services; (c) Measure, track and evaluate the progress of open Service Requests and provide relevant information to Supplier and Gap Store Support as needed to facilitate the expeditious resolution of each Service Call; and (d) Promptly identify and escalate to the appropriate Supplier escalation personnel any Service Calls that have the potential to miss the applicable On-site Arrival Period set forth in the Procedures Manual or Problem Resolution Period set forth in Exhibit B.1 (Service Level Matrix), with the escalation personnel stepping in to use commercially reasonable efforts to complete such Service Calls within the applicable On-time Arrival Period and Problem Resolution Period, including the use Information Second Amended Master Services Agreement of the escalation processes described in Section 1.3 1.5 (Escalation of Service Calls Calls) to this Attachment below.