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 development of the installation and data migration instructions for the setup of equipment to meet Gap specific 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.4 Gap Confidential and Proprietary Information Second Amended Master Services Agreement (q) Provide necessary end user information for Supplier to successfully perform its functions as mutually agreed in the Gap-IBM Procedures Manual. (r) Advise Supplier and manage any unique installation sites that preclude an outside vendor from performing work upon the premise. (s) 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. (t) 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. (u) Provide acceptance of completed work order. (v) Provide a list of supported Workstation configurations equipment, which may be updated from time to time by Gap. (w) 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 also configure all Workstations with a Gap standard build before delivering a Workstation to a Gap location. (x) Be responsible for the shipping costs for the return and replacement of any Workstations that are defective when shipped or are damaged in shipping. (y) Provide the following asset management information on all delivered Workstations in electronic form: (1) Asset Type (i.e. Hardware: Desktop, Laptop, Monitor); (2) Manufacturer;
Appears in 2 contracts
Sources: Master Services Agreement (Gap Inc), Master Services Agreement (Gap Inc)
Gap Retained Responsibilities. (a) Provide office spaceIn support of the Maintenance Services set forth in this Attachment A, telephone except as otherwise agreed in the Agreement or this Statement of Work, Gap agrees:
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 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;
c. 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;
d. to not use any electronic diagnostic and data linesservice delivery facilities provided by Supplier for purposes other than to support Covered Machines;
e. 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;
f. 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, reproduction services 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 the Supplier Customer Service Manager. Gap will provide Supplier with reasonable advance notice of a change in the Gap Project Manager;
g. to promptly review and consider problem determination, problem analysis, and Service Request procedures and changes thereto proposed by Supplier to facilitate the performance of the Services;
h. Prior to Supplier personnel while working on performing the Maintenance Services, Gap premiseswill secure funds and appropriate data contained in a Covered Machine. Access If Gap fails to electronic maildo so, LANsSupplier shall nevertheless perform the Services but shall not be responsible for the consequences related to Gap’s failure to secure programs, data, and printers will be provided as appropriate.funds contained in a Covered Machine;
(b) Provide Supplier with permanent on-site office space at 2 Folsom for *, laboratory space and network drops sufficient i. to work on * __________________________ *Certain information on this page has been omitted and filed separately with the Commission. Confidential treatment has been requested with respect use commercially reasonable efforts to increase efficiencies in Gap’s environment to the omitted portions. extent such efficiencies do not create other costs for Gap or otherwise have a material adverse impact on Gap; Exhibit A.4 A.3.a – European Stores Maintenance Services SOW Gap Confidential and Proprietary Information Second Amended Master j. to designate initial Covered Locations to be covered by Maintenance Services Agreement simultaneously, storage space to store equipment and spare parts for break/fix and refresh projects and recycling space.
(c) any new or relocated Covered Locations. 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 development of the installation and data migration instructions for the setup of equipment to meet Gap specific 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.4 Gap Confidential and Proprietary Information Second Amended Master Services Agreement
(q) Provide necessary end user information for Supplier to successfully perform its functions as mutually agreed in the Gap-IBM Procedures Manual.
(r) Advise Supplier and manage any unique installation sites that preclude an outside vendor from performing work upon the premise.
(s) 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.
(t) 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.
(u) Provide acceptance of completed work order.
(v) Provide a list of supported Workstation configurations equipment, which may be updated from time to time by Gap.
(w) 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 also configure all Workstations with a Gap standard build before delivering a Workstation to a Gap location.
(x) Be responsible for the shipping costs for the return and replacement notice of any Workstations that are defective when shipped or are damaged changes in shipping.
(y) Provide the following asset management information on all delivered Workstations in electronic form:
(1) Asset Type (i.e. Hardware: Desktop, Laptop, Monitor)Covered Locations;
(2) Manufacturer;
Appears in 2 contracts
Sources: Master Services Agreement (Gap Inc), Master Services Agreement (Gap Inc)
Gap Retained Responsibilities. (a) Provide office spaceIn support of the Maintenance Services set forth in this Attachment A, telephone and data linesexcept as otherwise agreed in the Agreement or this Statement of Work, 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 * 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.4 A.3.1 Gap Confidential and Proprietary Information Second Amended Master Services Agreement simultaneouslyAgreement
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 - *%, storage space to store equipment (T4) Urgent – *%, (T9) Next Business Day *% and spare parts for break/fix and refresh projects and recycling space.CRU – *%;
(c) Provide Supplier with permanent space in d. where determined by Gap that 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 Customer Replaceable Unit can reasonably be used to place advance reservations for services.repair a Covered Machine, Gap Store personnel will receive and install;
(e) Provide 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 a pool information Supplier reasonably requests but only to the extent necessary for Supplier to perform the Maintenance Services. Gap shall also notify Supplier of temporary Workstations as described in Section VI(b)(2) above.any changes to such information to the extent necessary for Supplier to perform its obligations under this Attachment A;
(f) Include 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 Tier 2 Deskside Support Team 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 operational readiness review Project Manager who will be Gap’s focal point for Gap tools rollouts. Provide training as necessary 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 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 personnel with * rollout plan.
(j) Fulfill any applicable Gap internal operational such authority. Gap’s Project Manager will coordinate and administrative approval requirements arrange 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 Supplier to be on call during installation given access to troubleshoot applicationGap personnel, data, and facility problems as required.
(n) Provide access and security clearance information that is reasonably required by Supplier to fulfill Supplier’s responsibilities under this Attachment A. In executing this responsibility the 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 Project Manager will interface with the development Supplier Customer Service Manager;
j. to promptly review and consider problem determination, problem analysis, and Service Request procedures and changes thereto proposed by Supplier to facilitate the performance of the installation Services;
k. Prior to Supplier performing the Maintenance Services, Gap will secure funds and appropriate data migration instructions contained in a Covered Machine. If Gap fails to do so, Supplier shall nevertheless perform the Services but shall not be responsible for the setup of equipment to meet Gap specific requirements. consequences __________________________ *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 A.3.1 Gap Confidential and Proprietary Information Second Amended Master Services AgreementAgreement related to Gap’s failure to secure programs, data, and funds contained in a Covered Machine;
(q) Provide necessary end user information l. to use commercially reasonable efforts to increase efficiencies in Gap’s environment to the extent such efficiencies do not create other costs for Supplier Gap or otherwise have a material adverse impact on Gap;
m. to successfully perform its functions as mutually agreed in the Gap-IBM Procedures Manual.place Service calls *;
(r) Advise Supplier and manage any unique installation sites that preclude an outside vendor from performing work upon the premise.
(s) Provide notification n. 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.
(t) Provide Workstations with * on-site warranties and associated software designate initial Covered Locations to be installed covered by Maintenance Services and supported by any new or relocated Covered Locations. Where possible provide Supplier thirty (30) days advance notice of any changes in Covered Locations;
o. to designate Critical Service Levels;
p. to have Gap staff available when Supplier arrives to provide requested support or schedules a Maintenance Services visit. Gap users, perform initial Problem determination, place Service Requests as necessary to Supplier, and coordinate and manage indicate the receipt of Priority Response Level on the Workstations at Gap locations.
(u) Provide acceptance of completed work order.
(v) Provide a list of supported Workstation configurations equipment, which may be updated from time to time by Gap.
(w) 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 also configure all Workstations with a Gap standard build before delivering a Workstation to a Gap location.
(x) Be responsible for the shipping costs for the return and replacement of any Workstations that are defective when shipped or are damaged in shipping.
(y) Provide the following asset management information on all delivered Workstations in electronic form:
(1) Asset Type (i.e. Hardware: Desktop, Laptop, Monitor)Service Request;
(2) Manufacturerq. to provide appropriate backup media of Software when Gap desires CSR to reload or reconfigure Software on Covered Machines after the repair of a malfunctioning Covered Machine;
r. to promptly verify the successful completion of an On-site Break/Fix Service; and
s. to promptly work with Supplier to determine the root cause when a repair part does not function in Gap’s operating environment, diligently and promptly work to certify a replacement part that does work, promptly work with Supplier to determine whether there is a reasonable workaround, and work with Supplier to implement such work around if appropriate.
Appears in 2 contracts
Sources: Master Services Agreement (Gap Inc), Master Services Agreement (Gap Inc)
Gap Retained Responsibilities. (a) Provide office spaceIn support of the Warehouse Services set forth in this Attachment C, telephone Gap agrees:
i. 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.
ii. To use commercially reasonable efforts to deliver new and/or updated Software to the Supplier Integration Center * prior to the first requested onsite date. This includes a backup hard copy if the new or updated Software is delivered via *.
iii. To designate which parts are serialized and data lines, reproduction services which are not serialized.
iv. 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.
v. To supply 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 a *, laboratory space certain controllers, *, monitors and network drops sufficient keyboards, cradles, Access Point units and cables, but only to work on * the __________________________ *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 A.3.1 Gap Confidential and Proprietary Information Second Amended Master Services Agreement simultaneously, storage space extent required for Supplier to store 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 C.
vi. To provide Gap-specific written instructions and spare parts for break/fix procedures regarding the staging and refresh projects and recycling spaceintegration of the registers at least * prior to the first scheduled installation date.
(c) Provide Supplier with permanent space in a common area accessible vii. To use commercially reasonable efforts 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 provide inventory to the Supplier Tier 2 Deskside Support Team on Gap tools as agreed with GapIntegration Center or Supplier CSC 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 or Supplier CSC.
(g) Provide support for connection of laptops viii. To use commercially reasonable efforts to wireless access from Gap Authorized Users’ homesprovide asset tags to the Supplier Integration Center to meet service delivery requirement.
(hix. To provide a manifest or ▇▇▇▇ 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 as Gap’s are subject to be returned to the sender due to lack of proper identification.
x. To use commercially reasonable efforts to promptly resolve shipping discrepancies for Store Equipment not purchased from Supplier after notification by Supplier.
xi. To provide written direction to the Supplier Project Manager for the disposal or return of Store Equipment that is not reasonably repairable at the Supplier Integration Center within * of notification from Supplier.
xii. To provide written direction to Supplier within * of Supplier’s notification for any Store Equipment not included in the current Gap Inventory Report that has been received by an Supplier Integration Center to either 1) Provide Supplier with access add such Store Equipment to the Gap systems as required.
(iInventory Report and create a part number or 2) Provide initiate a return of this Store Equipment to a Gap- identified 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 development of the installation and data migration instructions for the setup of equipment to meet Gap specific requirementsor store. __________________________ *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 A.3.1 Gap Confidential and Proprietary Information Second Amended Master Services Agreement
(q) Provide necessary end user information for xiii. To maintain adequate inventory at the Supplier Integration Center or Supplier CSC to successfully perform its functions as mutually agreed in the Gap-IBM Procedures Manualmeet emergency shipping needs.
(r) Advise xiv. To schedule up to * customer visits to the Supplier and manage any unique installation sites that preclude an outside vendor from performing work upon Integration Center or Supplier CSC during each year of the premiseTerm.
(s) Provide notification xv. To provide * notice to each site, informing the site management of the work effort Supplier will be providing on their behalf, giving the appropriate access and clearance Project Manager to enter the buildingschedule surprise or partial inventory visits.
(t) Provide Workstations with xvi. To provide * on-site warranties and associated software notice to be installed and supported by Supplier, and coordinate and manage the receipt of the Workstations at Gap locationsSupplier Project Manager to schedule a full inventory audit.
(u) Provide acceptance of completed work orderxvii. To arrange for and schedule Gap resources to participate in Supplier Integration Center visit.
(v) Provide a list xviii. To provide Gap store profile data and IP addresses required for Work Orders for configuration of supported Workstation configurations equipment, which may be updated from time * and *. __________________________ *Certain information on this page has been omitted and filed separately with the Commission. Confidential treatment has been requested with respect to time by Gap.
(w) 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 Gapthe omitted portions. Gap, or its designee, Exhibit A.3.1 Gap Confidential and Proprietary Information Second Amended Master Services Agreement Each Event Services Work Order shall also configure all Workstations with a Gap standard build before delivering a Workstation to a Gap location.
(x) Be responsible for the shipping costs for the return and replacement of any Workstations that are defective when shipped or are damaged in shipping.
(y) Provide contain the following asset management information on all delivered Workstations in electronic forminformation:
(1) Asset Type (i.e. Hardware: Desktop, Laptop, Monitor);
(2) Manufacturer;. Order number
Appears in 2 contracts
Sources: Master Services Agreement (Gap Inc), Master Services Agreement (Gap Inc)
Gap Retained Responsibilities. In support of the Warehouse Services set forth in this Attachment E, Gap agrees:
(a) Provide office space, telephone and data lines, reproduction services To test new Software updates prior to delivery to the Supplier personnel while working on Integration Center for installations. Gap premises. Access to electronic mail, LANs, and printers will be provided as appropriateshall not send updates that in Gap’s reasonable judgment have not been successfully tested by Gap.
(b) Provide To use commercially reasonable efforts to deliver new and/or updated Software to the Supplier with permanent on-site office space at 2 Folsom for *, laboratory space and network drops sufficient Integration Center * prior to work on * 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.4 A.3.a – European Stores Maintenance Services SOW 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 spacePage 42 onsite date. This includes a backup hard copy if the new or updated Software is delivered via *.
(c) Provide Supplier with permanent space in a common area accessible to Gap Authorized Users with network drops, power, To designate which parts are serialized and secure storage at Gap’s 2 Folsom campus to be used for the service counter described in Section VI(a)(17) abovewhich are not serialized.
(d) Provide 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 with the use of a site specific Microsoft Outlook mailbox that can be used notified when more items need to place advance reservations for servicesbe refurbished.
(e) Provide To supply to Supplier with a pool 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 temporary Workstations as described in Section VI(b)(2) above.this Attachment E.
(f) Include To provide Gap specific written instructions and procedures regarding the Supplier Tier 2 Deskside Support Team in staging and integration of the Gap operational readiness review for Gap tools rollouts. Provide training as necessary registers at least * prior to the Supplier Tier 2 Deskside Support Team on Gap tools as agreed with Gapfirst scheduled installation date.
(g) Provide support 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 connection of laptops to wireless access Store Equipment not purchased from Gap Authorized Users’ homesSupplier, including quantities and projected arrival date at the Supplier Integration Center.
(h) Provide Supplier with access To use commercially reasonable efforts to provide asset tags to the Gap systems as requiredSupplier Integration Center to meet service delivery requirement.
(i) Provide vendor with * rollout planTo provide a manifest or ▇▇▇▇ 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 as Gap’s are subject to be returned to the sender due to lack of proper identification.
(j) Fulfill any applicable Gap internal operational and administrative approval requirements To use commercially reasonable efforts to promptly resolve shipping discrepancies for installations and MACsStore Equipment not purchased from Supplier after notification by Supplier.
(k) Approve changes To provide written direction 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 development of the installation and data migration instructions Project Manager for the setup disposal or return of equipment to meet Gap specific requirementsStore Equipment that is not reasonably repairable at the Supplier Integration Center within * of notification from Supplier. __________________________ *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 A.3.a – European Stores Maintenance Services SOW Gap Confidential and Proprietary Information
(l) To provide written direction to Supplier within * of Supplier’s notification for any Store Equipment not included in the current Gap Inventory Report that has been received by an Supplier Integration Center to either 1) add such Store Equipment to the Gap Inventory Report and create a part number or 2) initiate a return of this Store Equipment to a Gap-identified vendor or store.
(m) To maintain adequate inventory at the Supplier Integration Center to meet emergency shipping needs.
(n) To schedule up to * customer visits to the Supplier Integration Center during each year of the Term.
(o) To provide * notice to the Supplier Project Manager to schedule surprise or partial inventory visits.
(p) To provide * notice to the Supplier Project Manager to schedule a full inventory audit.
(q) To arrange for and schedule Gap resources to participate in Supplier Integration Center visits.
(r) To provide Gap store profile data and IP addresses required for Work Orders for configuration of * and *. __________________________ *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 Second Amended Master Each Event Services Agreement
(q) Provide necessary end user information for Supplier to successfully perform its functions as mutually agreed in the Gap-IBM Procedures Manual.
(r) Advise Supplier and manage any unique installation sites that preclude an outside vendor from performing work upon the premise.
(s) 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.
(t) 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.
(u) Provide acceptance of completed work order.
(v) Provide a list of supported Workstation configurations equipment, which may be updated from time to time by Gap.
(w) 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, Work Order shall also configure all Workstations with a Gap standard build before delivering a Workstation to a Gap location.
(x) Be responsible for the shipping costs for the return and replacement of any Workstations that are defective when shipped or are damaged in shipping.
(y) Provide contain the following asset management information on all delivered Workstations in electronic forminformation:
(1) Asset Type (i.e. Hardware: Desktop, Laptop, Monitor);
(2) Manufacturer;. Order number
Appears in 2 contracts
Sources: Master Services Agreement (Gap Inc), Master Services Agreement (Gap Inc)
Gap Retained Responsibilities. (Gap agrees:
a) Provide office spaceTo designate a Gap Project Manager who will be Gap’s focal point for communications with Supplier relative to the IMAC Services and will either have the authority to act on Gap’s behalf in matters regarding the IMAC Services or arrange for Supplier access to the Gap personnel with such authority. The Gap Project Manager will coordinate and arrange for Supplier to be given access to Gap personnel, telephone and data lines, reproduction services to Supplier personnel while working on Gap premises. Access to electronic mail, LANsdata, and printers information that is reasonably required by Supplier to fulfill Supplier’s responsibilities under this Attachment D. In executing this responsibility the Gap Project Manager will interface with the Supplier Project Manager. The Gap Project Manager shall notify Supplier in writing if he or she delegates his or her responsibility.
b) To timely provide Supplier with information Supplier reasonably requests but only to the extent necessary for Supplier to perform the IMAC Services. Gap shall also notify Supplier of any changes to such information to the extent necessary for Supplier to perform it obligations under this Attachment B.
c) To schedule project status meetings when mutually agreed such meetings are necessary.
d) To be reasonably available to answer questions from the Supplier Integration, Redistribution, and Technical Support teams to support the completion of the IMAC Services
e) To submit Work Orders in accordance with Addendum 1 to Attachment C. Use commercially reasonable efforts to notify Supplier of upcoming work activity, via a Work Order, at least * prior to a scheduled activity date.
f) Use commercial efforts to submit Emergency Work Orders to the Supplier Project Office no later than *. For the avoidance of doubt, Emergency Work Orders not received by * will be provided as appropriatefulfilled on the following business day unless Gap authorizes additional resources to be applied to fulfill the order for delivery on the same day.
(bg) Provide To submit Emergency Work Orders for Pick and Pack Items to the Supplier with permanent on-site office space Project Office no later than * for items at 2 Folsom for *, laboratory space and network drops sufficient to work on * the Supplier Integration Center . For the avoidance of __________________________ *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 A.3.1 Gap Confidential and Proprietary Information Second Amended Master Services Agreement simultaneouslydoubt, 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 Emergency Work Orders not received by * will be fulfilled on the following business day unless Gap Authorized Users with network drops, power, and secure storage at Gap’s 2 Folsom campus authorizes additional resources to be used applied to fulfill the order for delivery on the service counter described in Section VI(a)(17) abovesame day.
(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 development of the installation and data migration instructions for the setup of equipment to meet Gap specific 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.4 Gap Confidential and Proprietary Information Second Amended Master Services Agreement
(q) Provide necessary end user information for Supplier to successfully perform its functions as mutually agreed in the Gap-IBM Procedures Manual.
(r) Advise Supplier and manage any unique installation sites that preclude an outside vendor from performing work upon the premise.
(s) 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.
(t) 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.
(u) Provide acceptance of completed work order.
(v) Provide a list of supported Workstation configurations equipment, which may be updated from time to time by Gap.
(w) 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 also configure all Workstations with a Gap standard build before delivering a Workstation to a Gap location.
(x) Be responsible for the shipping costs for the return and replacement of any Workstations that are defective when shipped or are damaged in shipping.
(y) Provide the following asset management information on all delivered Workstations in electronic form:
(1) Asset Type (i.e. Hardware: Desktop, Laptop, Monitor);
(2) Manufacturer;
Appears in 2 contracts
Sources: Master Services Agreement (Gap Inc), Master Services Agreement (Gap Inc)
Gap Retained Responsibilities. In support of the Warehouse Services set forth in this Attachment E, Gap agrees:
(a) Provide office space, telephone and data lines, reproduction services To test new Software updates prior to delivery to the Supplier personnel while working on Integration Center for installations. Gap premises. Access to electronic mail, LANs, and printers will be provided as appropriateshall not send updates that in Gap’s reasonable judgment have not been successfully tested by Gap.
(b) Provide To use commercially reasonable efforts to deliver new and/or updated Software to the Supplier with permanent on-site office space at 2 Folsom for Integration Center * prior to the first requested 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 *, laboratory space certain controllers, *, monitors and network drops sufficient keyboards, cradles, Access Point units and cables, but only to work 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. * 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 use commercially reasonable efforts to provide inventory to the Supplier Integration Center or Supplier CSC 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 or Supplier CSC.
(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 ▇▇▇▇ 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 as Gap’s are subject to be returned to the sender due to lack of proper identification.
(j) To use commercially reasonable efforts to promptly resolve shipping discrepancies for Store Equipment not purchased from Supplier after notification by Supplier.
(k) To provide written direction to the Supplier Project Manager for the disposal or return of Store Equipment that is not reasonably repairable at the Supplier Integration Center within * of notification from Supplier.
(l) To provide written direction to Supplier within * of Supplier’s notification for any Store Equipment not included in the current Gap Inventory Report that has been received by an Supplier Integration Center to either 1) add such Store Equipment to the Gap Inventory Report and create a part number or 2) initiate a return of this Store Equipment to a Gap- identified vendor or store.
(m) To purchase and maintain up to * at the Supplier Integration Center or Supplier CSC to meet emergency shipping needs.
(n) To schedule up to * (*) customer visits to the Supplier Integration Center or Supplier CSC during each year of the Term.
(o) To provide * notice to the Supplier Project Manager to schedule surprise or partial inventory visits.
(p) To provide * notice to the Supplier Project Manager to schedule a full inventory audit.
(q) To arrange for and schedule Gap resources to participate in Supplier Integration Center or Supplier CSC visits. * 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.
(r) To provide Gap store profile data and IP addresses required for Work Orders for configuration of * and *. * 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 Each Event Services Work Order shall contain the following information:
1. Order number
2. Store Number or RCN
3. Shipping Address 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.phone number
4. Division (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.when applicable)
(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 rollouts5. 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 Event Service requested (e.g., power, connectivity, access new store installation)
6. Number of Registers (when applicable)
7. Exceptions to freight elevators, trash receptaclesthe standard equipment template for new or relocating store orders or special
8. instructions (when applicable).
9. Order revision number and description of changes (pwhen applicable)
10. Type of * and * (when applicable)
11. Scheduled installation date
12. Equipment Pack/Pick- up date (when applicable)
13. Number of Boxes and Box delivery date (when applicable) Assist A Work Order may be sent electronically by the Gap project manager or his or her designees -provided the Gap project manager has communicated to Supplier the delegation of authority to his or her designee prior to or simultaneously with the development Supplier’s receipt of the installation and data migration instructions for Work Order. Similarly, the setup of equipment to meet Gap specific requirementsSupplier Project Manager may accept the Work Order electronically. __________________________ ** 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. This document contains confidential and proprietary information of The Gap, Inc. and Supplier. Except with the express prior written permission of The Gap, Inc. and Supplier, this document and the information contained herein may not be published, disclosed, or used for any other purpose. Exhibit A.4 Gap A.3.2 Gap/Supplier Confidential and Proprietary Information Second Amended Master Services Agreement
(q) Provide necessary end user information for I. GENERAL 2 II. NA STORES HELP DESK SERVICES 4 III. NA STORES HELP DESK SERVICE DELIVERY MANAGEMENT & TECHNICAL EXPERTISE 5 IV. NA STORES HELP DESK SERVICES 5 V. INCIDENT MANAGEMENT 12 VI. COMMUNICATION & REPORTING 14 VII. BUSINESS CONTINUITY PLANNING AND SERVICES 14 VIII. GAP RESPONSIBILITIES 14 IX. SUPPLIER RESPONSIBILITIES 16 10.2 INTERFACES TO GAP’S PROBLEM MANAGEMENT SYSTEM 16 APPENDIX B-1 CONTRACT AND SERVICE DELIVERY MANAGEMENT 17 APPENDIX B-2 INTENTIONALLY LEFT BLANK 17 APPENDIX B-3 MINIMUM NA STORES HELP DESK SYSTEM REQUIREMENTS 18 APPENDIX ▇-▇ ▇▇▇▇▇▇▇▇ ▇▇▇▇▇ ▇▇▇▇▇▇ ▇▇ ▇▇▇▇▇▇▇▇ ▇-▇ TICKET LOGGING REQUIREMENTS 23 APPENDIX B-6 PRICE TICKET HANDLING 24 APPENDIX B-7 TRAINING REQUIREMENTS 25 APPENDIX B-8 SERVICE DELIVERY CHANGE MANAGEMENT PROCEDURES 26 Exhibit A.3.2 Gap/Supplier to successfully perform its functions as mutually agreed in the Gap-IBM Procedures Manual.
(r) Advise Supplier Confidential and manage any unique installation sites that preclude an outside vendor from performing work upon the premise.
(s) 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.
(t) 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.
(u) Provide acceptance of completed work order.
(v) Provide a list of supported Workstation configurations equipment, which may be updated from time to time by Gap.
(w) 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 also configure all Workstations with a Gap standard build before delivering a Workstation to a Gap location.
(x) Be responsible for the shipping costs for the return and replacement of any Workstations that are defective when shipped or are damaged in shipping.
(y) Provide the following asset management information on all delivered Workstations in electronic form:
(1) Asset Type (i.e. Hardware: Desktop, Laptop, Monitor);
(2) Manufacturer;Proprietary Information
Appears in 1 contract
Sources: Master Services Agreement (Gap Inc)
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:
a. to notify Supplier whenever Gap wishes to add Covered Machine types to an existing Covered Location or set up new Covered Locations;
b. once the * Process for at least * percent (a*%) Provide office spaceof Service Requests. Gap acknowledges that such participation will require reasonable participation of store personnel;
c. to strive to achieve the call distribution targets of (T2) Critical —*%, telephone (T4) Urgent—*%, (T9) Next Business Day *% and data linesCRU – *%;
d. where determined by Gap that a Customer Replaceable Unit can reasonably be used to repair a Covered Machine, reproduction services Gap Store personnel will receive, install and if required, return the CRU as specified in Section 1.2 of this Attachment A;
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 while working on with such authority. Gap’s Project Manager will coordinate and arrange for Supplier to be given access to Gap premises. Access to electronic mailpersonnel, LANsdata, and printers 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 be provided as appropriate.interface with the Supplier Customer Service Manager;
(b) Provide j. to promptly review and consider problem determination, problem analysis, and Service Request procedures and changes thereto proposed by Supplier with permanent on-site office space at 2 Folsom for *, laboratory space and network drops sufficient to work on facilitate the performance of the Services; * __________________________ *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) k. Prior to Supplier performing the Maintenance Services, Gap will secure funds and appropriate data contained in a Covered Machine. If Gap fails to do so, Supplier shall nevertheless perform the Services but shall not be responsible for the consequences related to Gap’s failure to secure programs, data, and funds contained in a Covered Machine;
l. to use commercially reasonable efforts to increase efficiencies in Gap’s environment to the extent such efficiencies do not create other costs for Gap or otherwise have a material adverse impact on Gap;
m. to place Service calls *;
n. to designate initial Covered Locations to be covered by Maintenance Services and any new or relocated Covered Locations. Provide Supplier with permanent space thirty (30) days advance notice of any changes in Covered Locations;
o. to designate Critical Service Levels;
p. to have Gap staff available when Supplier arrives to provide requested support or schedules a common area accessible to Maintenance Services visit. Gap Authorized Users with network dropsusers, powerperform initial Problem determination, 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 Service Requests 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 development of the installation and data migration instructions for the setup of equipment to meet Gap specific 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.4 Gap Confidential and Proprietary Information Second Amended Master Services Agreement
(q) Provide necessary end user information for Supplier to successfully perform its functions as mutually agreed in the Gap-IBM Procedures Manual.
(r) Advise Supplier and manage any unique installation sites that preclude an outside vendor from performing work upon the premise.
(s) 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.
(t) Provide Workstations with * on-site warranties and associated software to be installed and supported by Supplier, and coordinate and manage indicate the receipt of Priority Response Level on the Workstations at Gap locations.
(u) Provide acceptance of completed work order.
(v) Provide a list of supported Workstation configurations equipment, which may be updated from time to time by Gap.
(w) 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 also configure all Workstations with a Gap standard build before delivering a Workstation to a Gap location.
(x) Be responsible for the shipping costs for the return and replacement of any Workstations that are defective when shipped or are damaged in shipping.
(y) Provide the following asset management information on all delivered Workstations in electronic form:
(1) Asset Type (i.e. Hardware: Desktop, Laptop, Monitor)Service Request;
(2) Manufacturerq. to provide appropriate backup media of Software when Gap desires CSR to reload or reconfigure Software on Covered Machines after the repair of a malfunctioning Covered Machine;
r. to promptly verify the successful completion of an On-site Break/Fix Service; and
s. to promptly work with Supplier to determine the root cause when a repair part does not function in Gap’s operating environment, diligently and promptly work to certify a replacement part that does work, promptly work with Supplier to determine whether there is a reasonable workaround, and work with Supplier to implement such work around if appropriate.
Appears in 1 contract
Sources: Master Services Agreement (Gap Inc)
Gap Retained Responsibilities. (Gap agrees:
a) Provide office spaceTo designate a Gap Project Manager who will be Gap’s focal point for communications with Supplier relative to the IMAC Services and will either have the authority to act on Gap’s behalf in matters regarding the IMAC Services or arrange for Supplier access to the Gap personnel with such authority. The Gap Project Manager will coordinate and arrange for Supplier to be given access to Gap personnel, telephone and data lines, reproduction services to Supplier personnel while working on Gap premises. Access to electronic mail, LANsdata, and printers information that is reasonably required by Supplier to fulfill Supplier’s responsibilities under this Attachment D. In executing this responsibility the Gap Project Manager will interface with the Supplier Project Manager. The Gap Project Manager shall notify Supplier in writing if he or she delegates his or her responsibility.
b) To timely provide Supplier with information Supplier reasonably requests but only to the extent necessary for Supplier to perform the IMAC Services. Gap shall also notify Supplier of any changes to such information to the extent necessary for Supplier to perform it obligations under this Attachment D.
c) To schedule project status meetings when mutually agreed such meetings are necessary.
d) To be reasonably available to answer questions from the Supplier Integration, Redistribution, and Technical Support teams to support the completion of the IMAC Services
e) To submit Work Orders in accordance with Addendum 1 to Attachment D. Use commercially reasonable efforts to notify Supplier of upcoming work activity, via a Work Order, at least * prior to a scheduled activity date.
f) Use commercial efforts to submit Emergency Work Orders for registers to the Supplier Project Office no later than *. For the avoidance of doubt, Emergency Work Orders not received by * will be provided as appropriatefulfilled on the following business day unless Gap authorizes additional resources to be applied to fulfill the order for delivery on the same day.
(bg) Provide To submit Emergency Work Orders for Pick and Pack Items to the Supplier with permanent onProject Office no later than * for items at the Supplier Integration Center or Supplier CSC. For the avoidance of doubt, Emergency Work Orders not received by * will be fulfilled on the following business day unless Gap authorizes additional resources to be applied to fulfill the order for delivery on the same day.
h) To submit Emergency Work Orders for * and * to the Supplier Project Office no later than *. For the avoidance of doubt, Emergency Work Orders not received by * will be fulfilled on the following business day unless Gap authorizes additional resources to be applied to fulfill the order for delivery on the same day.
i) To notify store personnel of the scope, date, and time of up-site office space at 2 Folsom coming work to be performed by Supplier and to confirm that the store manager on duty will be present to open the door for *, laboratory space and network drops sufficient the Supplier CSR.
j) To schedule a Supplier CSR via * for printer swap installations following a failure of the printer that is to work be replaced.
k) To make a Gap Store Technologies analyst available on designated install days to provide software support to Supplier. * __________________________ *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.
(cl) Provide Supplier with permanent space in a common area accessible to To provide 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 written instructions/procedures to the Supplier Tier 2 Deskside Project Manager. The Parties acknowledge and agree that such directions, instructions and checklists may not be comprehensive or complete and that Supplier may be required to perform additional steps as needed to perform the IMAC Services that are logical and/or reasonable to perform the IMAC Services. These written instructions/procedures reflect Gap policies as of the Reference Date of the Agreement. The Parties specifically acknowledge and agree that such policies may change during the Term. Accordingly, Gap may make reasonable changes to such Attachments, with Supplier’s consent, which shall not be unreasonably withheld or delayed. Such changes shall be effective * after delivery of a copy thereof to Supplier; however, Supplier agrees to use commercially reasonable efforts to implement such changes within *.
m) To review and update installation instructions and provide such instructions to the Supplier Project Manager.
n) To use commercially reasonable efforts to ensure that consigned parts and Store Equipment meet established product Safety requirements of the market (i.e., UL, CSA, TUV).
o) To submit a written work order to the Supplier Project Office requesting immediate receipt of equipment into available inventory for use on pending orders. Authorize additional Supplier Integration Center resources, if needed, to complete the immediate receipt of equipment to fulfill pending Work Orders.
p) To use commercially reasonable efforts to provide a minimum of * advanced notice to the Supplier Project Manager to schedule Technical Support Team Services (Help Desk) personnel.
q) To provide Supplier adequate space and desktop computer equipment for the Supplier Technical Support staff who will be located at Gap facilities.
r) To provide training to Supplier personnel regarding use of the Gap Service Center application. Provide Supplier personnel access to such application for data entry of serial numbers and call logging from Gap store installations on the designated install day.
s) To provide in a timely manner Technical Support Staff security clearance and reasonable access to Gap tools as agreed facilities other than stores, but only to the extent necessary to perform the IMAC Services. Also, provide CSR’s reasonable access to stores. Other Supplier Personnel will be provided access in accordance with Gap’s generally applicable visitor policies and such access by Supplier will be in accordance with the provisions of the Agreement
t) To supply a floor plan to Supplier depicting final placement of registers at each store for new and relocating store Work Orders.
(gu) Provide support To use commercially reasonable efforts to prepare sites for connection of laptops installation prior to wireless access from Gap Authorized Users’ homesthe scheduled install date.
(hv) Provide Supplier with access To provide a store manager or designated Gap representative 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 be on-site contact at each Gap location during installation days and additional personnel to be on call during installation to troubleshoot application, and facility problems as requiredthe performance of any scheduled Work Order.
(nw) Provide access and security clearance to Gap locations To designate an area at each store 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 development disposal of the installation and data migration instructions for the setup of equipment to meet Gap specific requirementspacking material. __________________________ ** 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.
x) To provide the Supplier TSS with an OEM support phone number and/or Gap technical support contact to provide assistance with OEM Problem determination.
y) In the case of a temporary store Work Order, to disconnect and move Covered Machines from one store to another prior to the scheduled Supplier installation services. Exhibit A.4 If Gap Confidential and Proprietary Information Second Amended Master Services Agreement
(q) Provide necessary end user information for requires that Supplier to successfully perform its functions as mutually agreed disconnect the Covered Machines in the Gap-IBM Procedures Manual.
(r) Advise existing store, Gap will specify this in the Work Order. During the Term, Supplier will perform and manage any unique installation sites that preclude an outside vendor from performing work upon the premise.
(s) Provide notification to each site, informing the site management provide Warehouse Services specified herein in support of the work effort Supplier will be providing on their behalf, giving the appropriate access and clearance to enter the building.
(t) Provide Workstations with * on-site warranties and associated software to be installed and supported IMAC Services provided by Supplier, and coordinate and manage . Capitalized terms used but not defined in this Attachment E will have the receipt meanings given them in the Agreement or this Statement of the Workstations at Gap locationsWork (including its Attachments).
(u) Provide acceptance of completed work order.
(v) Provide a list of supported Workstation configurations equipment, which may be updated from time to time by Gap.
(w) 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 also configure all Workstations with a Gap standard build before delivering a Workstation to a Gap location.
(x) Be responsible for the shipping costs for the return and replacement of any Workstations that are defective when shipped or are damaged in shipping.
(y) Provide the following asset management information on all delivered Workstations in electronic form:
(1) Asset Type (i.e. Hardware: Desktop, Laptop, Monitor);
(2) Manufacturer;
Appears in 1 contract
Sources: Master Services Agreement (Gap Inc)
Gap Retained Responsibilities. (a) Provide office spaceGap will provide general training, telephone as reasonably requested by Supplier, on Gap’s custom Applications to Supplier’s Tier 2 and data lines, reproduction services to Supplier personnel while working on Gap premises. Access to electronic mail, LANs, and printers will be provided as appropriateTier 3 Support personnel.
(b) Provide Supplier Gap shall provide * access to Gap personnel authorized to Approve Changes to the Gap IT Environment.
(c) For purposes of Disaster Recovery Activities, Gap shall be responsible for declaration of Disasters with permanent on-site office space at 2 Folsom respect to Gap facilities.
(d) Gap shall provide the Help Desk with a continuously updated list of other Help Desks and/or “on call” personnel who are responsible for * and *, laboratory space available * to receive and network drops sufficient appropriately respond to work notice of problems, including contact phone numbers, for Gap retained responsibilities.
(e) Gap will provide written notification to Supplier as Gap Policies and Procedures are revised or updated.
(f) Gap retains *. * 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) Gap will manage and maintain the Disaster Recovery plans of Gap, as they exist on the Initiation Date, as may be modified, amended or updated as set forth in the Agreement (“Gap’s Disaster Recovery Plans”).
(h) Gap will maintain and update Gap’s Disaster Recovery Plans throughout the Term. Such updates may include Changes required due to the introduction and use of new technologies (e.g., Equipment and Software), Resource Units, processes, business functions, locations, and priorities.
(i) Gap will integrate the Disaster Recovery plans related to the Services with Gap’s business continuity plans in accordance with Section 5 (Change Management).
(j) Gap will document the manner and procedures by which Supplier shall perform backups and provide Disaster Recovery Services.
(k) Gap will document Gap’s priorities for Disaster Recovery backups and communicate same to Supplier.
(l) Gap will designate a person (“Point of Contact”) to whom Supplier communications will be addressed and who has the authority to act for Gap in all aspects of Section 3 (Disaster Recovery Services). The Point of Contact’s responsibilities are:
(1) Ownership of the Change Management and Disaster Recover process refinements.
(2) Serve as the interface between Supplier and all Gap departments, organizations and sites participating in Section 3 (Disaster Recovery Services).
(3) Provide the Supplier Project Manager with information as reasonably requested related to the development of the project plan.
(4) Work with the Supplier Project Manager to administer project Change Control.
(5) Attend meetings as needed.
(6) Use commercially reasonable efforts to obtain and provide information, data, decisions and approvals, within * of Supplier’s reasonable request, unless both Supplier and Gap have agreed to a different response time.
(7) Help resolve project issues and escalate issues within the Gap organization, as necessary. * 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.
(m) Gap will provide a Gap focal point to Supplier for notification of system outages on * __________________________ and *. * 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. 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.4 Gap A.3.1 Gap/IBM Confidential and Proprietary Information Second Amended Master Services Agreement simultaneouslyInformation
I. Introduction 1 II. Operating Principles and Objectives 3 III. Changes of exhibits and additions, storage space modifications or deletions to store equipment 4 IV. Maintenance Services 4 V. imac services 5 VI. Warehouse Services 5 VII. Cabling Services 5 VIII. Gap Responsibilities 5 Attachment A: Maintenance Services (Canada, United States and spare parts for break/fix and refresh projects and recycling space.
(cPuerto Rico) Provide Supplier with permanent space in a common area accessible to Gap Authorized Users with network drops7 Attachment B: Intentionally Left Blank 39 Attachment C: Intentionally Left Blank 40 Attachment D: IMAC Services - Store Installs, powerMoves, Adds, and secure storage at Changes (United States, Canada and Puerto Rico) 41 Attachment E: Warehouse Services (United States, Canada and Puerto Rico) 50 Exhibit A.3.1 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 development of the installation and data migration instructions for the setup of equipment to meet Gap specific 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.4 Gap Confidential and Proprietary Information Second Amended Master Services Agreement
(q) Provide necessary end user information for Supplier to successfully perform its functions as mutually agreed in the Gap-IBM Procedures Manual.
(r) Advise Supplier and manage any unique installation sites that preclude an outside vendor from performing work upon the premise.
(s) 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.
(t) 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.
(u) Provide acceptance of completed work order.
(v) Provide a list of supported Workstation configurations equipment, which may be updated from time to time by Gap.
(w) 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 also configure all Workstations with a Gap standard build before delivering a Workstation to a Gap location.
(x) Be responsible for the shipping costs for the return and replacement of any Workstations that are defective when shipped or are damaged in shipping.
(y) Provide the following asset management information on all delivered Workstations in electronic form:
(1) Asset Type (i.e. Hardware: Desktop, Laptop, Monitor);
(2) Manufacturer;Information
Appears in 1 contract
Sources: Master Services Agreement (Gap Inc)