Common use of Change and Release Management Clause in Contracts

Change and Release Management. Change and release management processes and activities are inter-related and complementary. A high level description of each is provided below. Change management Services are the activities to ensure that standardized methods and procedures are followed for efficient and prompt handling of all changes. Change management activity is undertaken to minimize the impact of change upon Service quality and improve the day-to-day operations of the organization. Change management covers all aspects of managing the introduction and implementation of all changes affecting the Services and the management processes, tools, and methodologies designed and utilized to support the systems and networks. The change management process includes the following process steps: § Request process § Recording/tracking process § Prioritization process § Responsibility assignment process § Impact/risk assessment process § Review / approval process § Implementation process § Verification (test) process § Release process § Closure process Release management activities take a holistic view of a change to a Service and ensure that all aspects of a release, both technical and non-technical, are considered together. The goals are to: • Plan and oversee the successful rollout of Equipment Refresh and Software Enhancements • Design and implement efficient procedures for distribution and installation Software Enhancements • Ensure that only authorized and tested Software Enhancements are installed Confidential Information Page 16 Symetra Insurance Company (Symetra) August 1, 2009 Schedule 2A—Cross-Functional Services SOW • Ensure that changes are traceable and secure. Implementation and back-out plans shall be documented and approved by Symetra. Master copies of new Software Enhancements shall be secured in a software library and configuration databases shall be updated. The following table identifies each Party’s change management and release management roles and responsibilities. Table 14. Change and Release Management Roles and Responsibilities Change and Release Management Roles and Responsibilities ACS Symetra

Change and Release Management. Change and release management processes and activities are inter-related and complementary. A high level description of each is provided below. Change management Services activities are the activities to ensure that standardized methods and procedures are followed used for efficient and prompt handling of all changes. Change management activity is undertaken , in order to minimize the impact of change upon Service quality and consequently to improve the day-to-day operations of the organization. Change management covers all aspects of managing the introduction and implementation of all changes affecting the all IT Services Towers and in any of the management processes, tools, and methodologies designed and utilized to support the IT systems and networks. The change management process includes the following process steps: § n Request process § n Recording/tracking process § n Prioritization process § n Responsibility assignment process § n Impact/risk assessment process § n Review / approval process § n Implementation process § n Verification (test) process § n Release process § Confidential Information Page 12 Table of Contents Symetra Insurance Company (Symetra) Schedule 2A—Cross-Functional Services SOW n Closure process Release management activities take a holistic view of a change to a an IT Service and should ensure that all aspects of a release, both technical and non-technical, are considered together. The goals are to: • Plan to plan and oversee the successful rollout of Equipment Refresh software, hardware and Software Enhancements • Design network; design and implement efficient procedures for distribution and installation Software Enhancements • Ensure of changes. The activities also ensure that only correct, authorized and tested Software Enhancements versions are installed Confidential Information Page 16 Symetra Insurance Company (Symetra) August 1, 2009 Schedule 2A—Cross-Functional Services SOW • Ensure and that changes are traceable and secure. Implementation Execution and back-out plans shall be documented and approved by Symetra. Master copies of new Software Enhancements versions shall be secured in a software library and configuration databases shall be updated. The following table identifies each Party’s change management and release management roles and responsibilities. Table 14responsibilities that ACS and Symetra will perform. Change and Release Management Roles and Responsibilities Change and Release Management Roles and Responsibilities ACS Symetra