Exhibit 10.1
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
(Certain confidential portions of this Exhibit have been omitted, as indicated
by a { * } in the text, and filed with the Commission.)
SERVICES AGREEMENT
By and between
XXXXXX XXXXXXX XXXX XXXXXX & CO.
And
INTERNATIONAL BUSINESS MACHINES CORPORATION
Effective as of July 1, 1999
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
SERVICES AGREEMENT
This Services Agreement (the "Agreement"), effective as of July 1, 1999 (the
"Effective Date"), is entered into by and between Xxxxxx Xxxxxxx Xxxx Xxxxxx &
Co., a Delaware corporation with a place of business located at 0000 Xxxx Xxxx
Xxxx, Xxxxxxxxxx, Xxxxxxxx 00000 ("MSDW"), and International Business Machines
Corporation, a New York corporation with its principal place of business located
at Xxx Xxxxxxx Xxxx, Xxxxxx, Xxx Xxxx 00000 ("IBM"). As used in the Agreement,
"Party" means either MSDW or IBM, as appropriate, and "Parties" means MSDW and
IBM. The Parties agree that the following terms and conditions shall apply to
the services to be provided by IBM under the Agreement in consideration of
certain payments to be made by MSDW.
1. BACKGROUND AND CONSTRUCTION
1.1. Background.
----------
This Agreement is being made and entered into with reference
to the following:
(a) On November 30, 1992, MSDW (f/k/a Xxxx Xxxxxx
Financial Services Group, Inc.) and IBM (f/k/a
Advantis) entered into that certain Master Agreement
for Systems Operations Services (the "1992
Agreement") whereby IBM agreed to provide MSDW with
certain data networking services, data processing
services and voice networking services to MSDW as
consideration for MSDW's commitment to pay certain
minimum annual payments to IBM.
(b) On March 13, 1997, MSDW (f/k/a Xxxx Xxxxxx, Discover
& Co.) and IBM (f/k/a Advantis) entered into that
certain Amended Agreement for Systems Operations
Services (the "Previous Agreement" or the "1997
Agreement"), which amended and restated the Master
Agreement for Systems Operations Services between
MSDW and IBM. Under the Previous Agreement, as
amended, IBM agreed to provide MSDW, MSDW's
affiliates, and the clients of such entities certain
data networking services, data processing services
and voice networking services as consideration for
MSDW's commitment to pay certain amounts to IBM.
(c) Prior to MSDW's divestiture of SPS Payment Systems,
Inc. ("SPS"), SPS was an Affiliate of MSDW entitled
to receive services provided by IBM under the
Previous Agreement. As of the Effective Date, SPS is
no longer an Affiliate of MSDW.
1.2. Construction.
------------
(a) Terms other than those defined in the Agreement shall
be given their plain English meaning, and those terms,
acronyms and phrases known in the information
technology services industry shall be interpreted in
2
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
accordance with their generally known meanings.
Unless the context otherwise requires, words
importing the singular include the plural and
vice-versa.
(b) References to an "Article," "Section," or
"Subsection" shall be references to the articles,
sections, and subsections of this Services Agreement,
unless otherwise specifically stated.
(c) The Article and Section headings in the Agreement are
intended to be for reference purposes only and shall
in no way be construed to modify or restrict any of
the terms or provisions of the Agreement.
(d) The words "include," "includes," and "including"
shall mean "include but are not limited to,"
"includes but is not limited to," and "including but
not limited to," respectively.
2. DEFINITIONS
2.1. Certain Definitions.
-------------------
As used in the Agreement:
(a) "Affiliate" means, with respect to any entity, any
other entity Controlling, Controlled by or under
common Control with such entity.
(b) "Agreement" means this Services Agreement and the
Schedules attached to this Services Agreement, which
Schedules are hereby incorporated by this reference
into this Services Agreement.
(c) "Annex" shall mean any of the annexes attached to an
Attachment.
(d) "Applications Software" or "Applications" means those
programs and programming (including the software code
modules and routines, header files, supporting
documentation, programmer and user interfaces and
exits, media, on-line help facilities and tutorials)
that perform specific user related data processing
and telecommunications tasks and that are required
for the provision of, or are otherwise used in
conjunction with, the Services. { * }
(e) "Attachment" means any attachment attached to a
Schedule, including any Annexes attached to such
attachment which Annexes are hereby incorporated by
reference into such attachment by this reference
subject to Section 22.15.
(f) { * }
(g) { * }
(h) "Change Control Procedures" has the meaning set forth
in Section 9.5(b).
3
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
(i) "Confidential Information" has the meaning set forth
in Section 15.1.
(j) "Contract Year" means any twelve (12) month period
commencing on the Effective Date or any anniversary
thereof.
(k) "Control" and its derivatives mean with regard to any
entity { * } the legal, beneficial, or equitable
ownership, directly or indirectly, of greater than
fifty percent (50%) of the capital stock (or other
ownership interest, if not a corporation) of such
entity ordinarily having voting rights{ * }.
(l) "Data Network Services" means collectively (i) those
services, functions and responsibilities described in
Article 3 of Schedule A to the Agreement, and (ii)
those services, functions and responsibilities
described in Article 4 of Schedule A to the Agreement
to the extent applicable to those services, functions
and responsibilities described in such Article 3, as
such services, functions and responsibilities
described in (i) and (ii) may evolve during the Term
and be supplemented and enhanced as provided by the
Agreement.
(m) { * }
(n) "Effective Date" has the meaning set forth in the
preamble to this Services Agreement.
(o) "Equipment" means the computer and telecommunications
equipment owned or leased by MSDW or IBM (or in the
case of either Party, by an Affiliate of such
Party{ * }) that are necessary or used to provide the
Services. Equipment includes the following:
(i) computer equipment and associated attachments,
features, accessories, peripheral devices, and other
equipment, (ii) telecommunications equipment,
including private branch exchanges, multiplexers,
modems, hubs, bridges, routers, and other
telecommunications equipment; and (iii) related
services (e.g., maintenance and support services,
upgrades, subscription services) provided by third
parties (e.g., vendor, manufacturer, lessor) in the
same contract covering the provision of such
Equipment. { * }
(p) "Extraordinary Event" has the meaning set forth in
Section 10.5.
(q) "Force Majeure Event" shall have the meaning set
forth in Section 19.3(a).
(r) "Former Affiliate" has the meaning set forth in
Section 3.2(b).
(s) "IBM" has the meaning set forth in the preamble to
this Services Agreement.
(t) { * }
(u) "IBM Confidential Information" has the meaning set
forth in Section 15.1(c).
4
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
(v) "IBM Equipment" means Equipment that is owned or
leased by IBM or any of IBM's Affiliates { * }.
(w) "IBM Facility" means any operating location or office
of IBM, any IBM Affiliate { * } of either of such
entities, from which Services are provided.
(x) "IBM Personnel" means { * } employees of IBM or its
Affiliates, including any temporary-duty personnel,
that perform any of the Services { * }.
(y) "IBM Project Executive" has the meaning set forth in
Subsection 5.1 (c).
(z) "IBM Software" means Software used by IBM in
providing the Services that is owned by IBM or any
IBM Affiliates. { * }
The Parties will negotiate in good faith to reach
written agreement, within { * } after the date
Amendment Six to this Agreement is signed, on the
{ * } for the purpose of { * } and { * }.
(aa) "International Agreements" shall have the meaning set
forth in Schedule N of the Agreement.
(bb) "IPSS Services" mean collectively (i) those services,
functions and responsibilities described in Article 2
of Schedule A to the Agreement, and (ii) those
services, functions and responsibilities described in
Article 4 of Schedule A to the Agreement to the
extent applicable to those services, functions and
responsibilities described in such Article 2, as such
services, functions and responsibilities described in
(i) and (ii) may evolve during the Term and be
supplemented and enhanced as provided by the
Agreement.
(cc) { * }
(dd) "Key IBM Positions" means the positions set forth as
such in Schedule D.
(ee) "Losses" means all losses, liabilities, damages and
claims, and all related costs and expenses (including
reasonable legal fees and disbursements and costs of
investigation, litigation, settlement, judgment,
interest and penalties).
(ff) "Minimum Annual Revenue Commitment" shall have the
meaning set forth in Schedule C.
(gg) { * }
(hh) "Monthly Performance Report" has the meaning set
forth in Section 9.2.
(ii) "MSDW" has the meaning set forth in the preamble to
this Services Agreement.
5
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
(jj) "MSDW Business Unit" means any of the Affiliates of MSDW from
time to time and includes, with respect to any particular MSDW
Affiliate, any entity permitted to receive Services from IBM
pursuant to the Agreement. As of the Effective Date, the MSDW
Business Units include: Novus Financial Corporation ("Novus
Financial"), Discover Financial Services, Inc. ("Discover"),
Xxxx Xxxxxx Xxxxxxxx Inc. (also known as Private Client Group)
("DWR", or Individual Investor Group ("IIG"), formerly known as
"Private Client Group" or "PCG"), and Xxxxxx Xxxxxxx & Co.
("Xxxxxx Xxxxxxx").
(kk) "MSDW Confidential Information" has the meaning set forth in
Subsection 15.1(b).
(ll) "MSDW Contract Executive" has the meaning set forth in
Subsection 11.1(a).
(mm) "MSDW Data" means { * } all information provided to IBM{ * } by
or on behalf of any recipient of the Services (as described in
Section 3.2) that is entered into, or transmitted by or through,
Software or Equipment{ * }. MSDW Data does not include Software.
(nn) "MSDW Equipment" shall mean Equipment that is owned or leased by
MSDW or any of MSDW's Affiliates. As of the Effective Date, MSDW
Equipment includes that Equipment set forth as such in Schedule
J.
(oo) "MSDW Facility" means any operating location or office of MSDW
or MSDW's Affiliates for which access to IBM Personnel is
necessary for such personnel to provide the Services.
(pp) "MSDW Software" means Software owned by MSDW or any MSDW
Affiliate (whether or not created by MSDW or an MSDW Affiliate)
that is used to provide the Services. { * }
(qq) "New Services Amendment" or "NSA" shall mean an amendment to
this Agreement in which IBM agrees to provide New Services to
MSDW pursuant to pricing and terms set forth in such NSA. Each
NSA shall be incorporated by reference into this Agreement and
subject to the order of precedence set forth in Section 22.15. A
form NSA is set forth in Schedule I.
(rr) "Out-of-Pocket Expenses" means reasonable and actual
out-of-pocket expenses incurred by IBM for equipment, materials,
supplies, or other services{ * }.
(ss) "Party" and "Parties" have the meaning set forth in the preamble
to this Services Agreement.
(tt) "Performance Standard" has the meaning given in Section 8.1(a).
6
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
(uu) "Previous Agreement" has the meaning set forth in Subsection
1.1(b). "Previous Agreement" shall include all Special Services
Amendments executed under the Previous Agreement.
(vv) "Procedures Manual" has the meaning set forth in Section 9.4.
(ww) "Required Consents" means any consents, approvals and
authorizations from third parties necessary to permit a Party
to access Equipment or Software as provided by the Agreement.
(xx) "Schedule" means any schedule attached to this Services
Agreement, including any Attachments attached to such schedule
which Attachments are hereby incorporated into such schedule by
this reference subject to Section 22.15.
(yy) "Services Agreement" means this Services Agreement between MSDW
and IBM.
(zz) "Services" has the meaning set forth in Section 3.1(a).
(aaa) "Software" means programs and programming (including the
software code modules and routines, header files, supporting
documentation, { * } media, on-line help facilities and
tutorials), including all Applications Software, Systems
Software, middleware, application code, system code, and/or
components of any of the foregoing, and { * } and { * } used or
incorporated therein.
(bbb) "Source Code" shall mean the source code form of software,
including source code listings as then commented, system and
program flowcharts, and such other components, programs and
documents necessary to fully utilize, modify and maintain such
software, including all necessary support routines, all of
which, where applicable, shall be on media able to be read and
processed.
(ccc) "SPS" has the meaning set forth in Section 1.1(c).
(ddd) "SSA" means any of those Special Services Amendments being
continued from the Previous Agreement; SSAs are as set forth in
Schedule H.
(eee) "Systems Software" means those programs and programming
(including the software code modules and routines, header
files, supporting documentation, { * } media, on-line help
facilities and tutorials) that perform tasks basic to the
functioning of Equipment and that are required to operate the
Applications Software or otherwise support the provision of the
Services. Systems Software includes operating systems,
utilities, job scheduling, security, online terminal
environments, and file management subsystems. { * }
(fff) "Technology Plan" has the meaning set forth in Section 9.7.
7
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
(ggg) "Term" has the meaning specified in Section 4.
(hhh) "Termination/Expiration Assistance" has the meaning set forth
in Subsection 21.5(a).
(iii) "Third Party Applications Software" means Third Party Software
that is Applications Software.
(jjj) "Third Party Software" means { * } Software that is provided
under license to IBM or MSDW (or in the case of either Party,
to an Affiliate of such Party{ * }) by a third party, and shall
include any ongoing services (e.g., maintenance and support
services, upgrades, subscription services) provided by third
parties (e.g., { * } vendor, manufacturer, lessor) in (or in
support of) the same license covering such Software. { * }
(kkk) "Third Party Systems Software" means Third Party Software that
is Systems Software.
(lll) { * }
(mmm) "Voice Services" shall have the meaning set forth in Section
3.1(a)(ii) of the Agreement.
(nnn) { * }
(ooo) "Advantis" means the entity f/k/a Advantis Corporation, f/k/a
Advantis, a New York general partnership.
(ppp) { * }
(qqq) "{ * }" means the agreement entitled "{ * }" between { * } and
{ * }, executed on even date with Amendment 6 to this
Agreement.
(rrr) "{ * } Software" means Software owned by { * } or any { * }
Affiliate that is used to provide the Data Network Services as
an Authorized Subcontractor. { * } Software shall include
Software that is:
(i) { * }
(ii) { * }
(iii) { * }
{ * } Software shall not include { * } or any { * }.
(sss) "Financial Transaction Services" means routing of credit,
debit, smart, ATM, affinity, gift, stored-value transactions
and other similar monetary and associated transactions (whether
or not they involve a tangible card), by the financial services
businesses of MSDW and the MSDW Affiliates, including handling
of (i) authorization and other similar transactions, (ii)
8
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
batch or real-time monetary and associated settlement files,
(iii) associated terminal software downloads, and (iv)
associated processing. Although the Parties acknowledge that
{ * } are { * } described above, it is the intent of the
Parties that the Financial Transaction Services not include
capabilities commonly considered to be { * }; accordingly, the
Financial Transaction Services do not include { * }.
(ttt) { * }
(uuu) "{ * } Software" means: (A) all Software and individual
components thereof referred to as the { * }, regardless of the
platform on which the { * } Software runs (including the { * },
etc.), which Software was created prior to the execution date
of the { * } by MSDW and any Affiliate of MSDW and the IBM { *
} Parties; and (B) any Derivatives of the foregoing created
prior to the execution date of the { * }. Notwithstanding
anything to the contrary contained in this Agreement, the term
"{ * } Software" does not include: { * }
(vvv) "{ * } System" means each instance of executable Software code
of the { * } and/or { * } managed by IBM and/or { * } for
production use to provide the Data Network Services to MSDW,
together with the hardware systems on which such Software runs,
and any other Software running on such systems. { * } System
also includes IBM and { * } test and development systems used
by IBM and/or { * } for { * } or { * }.
(www) "IBM { * } Parties" means { * }, any Affiliate of { * }, any {
* } (whether or not acting in its capacity as an { * }), any
Affiliate of { * }, any Affiliate of { * }, or any other third
party under contract with { * }.
(xxx) "{ * }" means any { * } now or subsequently owned by, or
assigned or licensed exclusively to, { * } for { * } related to
the { * } or the{ * } included in the Data Network Services or
predecessor data network services provided by the IBM { * }
Parties under this Agreement, the 1997 Agreement, and/or the
1992 Agreement, provided that the { * } were or are { * } at
any time prior to the expiration or termination of the Data
Network Services.
(yyy) "{ * }" means { * } of { * } (or predecessor IBM { * } Parties)
in the { * } relating to the { * }, which { * } has been or
will be { * } by MSDW during the term of this Agreement, the
Previous Agreement and the 1992 Agreement, and any extensions
thereof, in the normal course of utilizing the Data Network
Services. Although the Parties acknowledge that { * } are { * }
functionality described above, it is the intent of the Parties
that the { * } not include { * } capabilities commonly
considered to be { * }; accordingly, the { * } does not include
{ * }.
(zzz) "{ * } Software" means: (i) all Software and individual
components thereof referred to as the { * }, a multi-purpose {
* } that is capable of providing or supporting the use of a { *
}, regardless of the platform on
9
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
which the { * } Software runs (including the { * }, etc.),
which such Software was created prior to and after the
execution date of the { * } by MSDW, any Affiliate of MSDW and
any IBM { * } Party, and (ii) any Derivatives of the foregoing
created prior to and after the execution date of the { * }. The
term { * } Software includes the { * }. Notwithstanding
anything to the contrary contained in this Agreement or the
{ * }, the term "{ * } Software" does not include the { * }
Software.
(aaaa) "{ * } Software" means all Software and individual components
thereof, created prior to and after the execution date of the {
* } by or for MSDW and any Affiliate of MSDW (other than by { *
}, unless otherwise expressly agreed to in writing by { * } and
MSDW after such execution date), and any Derivatives of the
foregoing which are independently created prior to and after
the execution date of the { * } by or for MSDW and any
Affiliate of MSDW (other than by { * }, unless otherwise
expressly agreed to in writing by { * } and MSDW after such
execution date), regardless of the platform on which the { * }
Software runs, that perform the { * }. { * } Software does not
include Software that originated as { * } Software and/or { * }
Software.
(bbbb) "{ * }" means all Software and individual components referred
to as the { * }.
(cccc) "{ * }" means those software code modules of the { * } Software
called { * } the Source Code of which was disclosed to MSDW on
or about November 12, 1999, and any Derivatives thereof, but
excluding any such Derivatives which are independently created
by or for MSDW or an Affiliate of MSDW (other than by { * })
after the execution date of the { * }.
(dddd) "Designees" means designees of MSDW and MSDW Affiliates for the
sole purposes of providing development, maintenance or
operations services on behalf of, and providing Financial
Transaction Services to, MSDW and the MSDW Affiliates.
2.2. Other Terms.
-----------
Other terms used in the Agreement are defined in the context in which
they are used and shall have the meanings there indicated.
3. SERVICES
3.1. Provision of Services.
---------------------
(a) Commencing on the Effective Date, IBM shall provide the
following services and perform the following functions and
responsibilities (such services, functions and responsibilities
set forth in this Subsection (a) collectively the "Services"):
10
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
(i) the services, functions and responsibilities described in
the Agreement, as such services, functions and
responsibilities may evolve during the Term and be
supplemented and enhanced as provided by the Agreement;
(ii) the services, functions and responsibilities described in
exhibit 3 of the Previous Agreement (such services,
functions and responsibilities the "Voice Services");
(iii) the services, functions and responsibilities set forth in
the International Agreements;
(iv) the services, functions and responsibilities described in
the SSAs, notwithstanding the termination of the Previous
Agreement pursuant to Section 4.4;
(v) the services, functions and responsibilities not described
in Subsections (i), (ii), (iii) and (vi) of this Subsection
(a) but which were previously performed by IBM under the
Previous Agreement, excluding (A) those services, functions
and responsibilities described in any Special Services
Amendment under the Previous Agreement that is not being
continued under this Agreement, and (B) those services,
functions and responsibilities which the Agreement expressly
states will be assumed by MSDW; and
(vi) { * }
(b) { * }
3.2. Recipients of the Services.
--------------------------
(a) As of the Effective Date, IBM shall provide the Services to (i)
MSDW, (ii) MSDW's Affiliates{ * }. For purposes of the Agreement,
Services provided to the entities referenced in this Section
shall be deemed to be Services provided to MSDW. Notwithstanding
the foregoing, MSDW shall have the right to specify, in its
absolute and sole discretion, which of the entities described in
this Section shall receive the Services.
(b) In the event that MSDW relinquishes Control of an MSDW Affiliate
after the Effective Date such that the entity is no longer an MSDW
Affiliate (such entity a "Former Affiliate"), then upon MSDW's
request, IBM shall continue to provide the Services to such Former
Affiliate after the date such entity becomes a Former Affiliate
for a period of time requested by MSDW, which shall not exceed
{ * }; provided, however, that the Former Affiliate agrees in
writing to abide by the terms and conditions of the Agreement.
MSDW shall (i) remain the single point-of-contact with IBM with
respect to those Service provided to a Former Affiliate, (ii)
remain obligated to perform its payment obligations under the
Agreement with respect to those Services provided to a Former
Affiliate, and (iii)
11
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
reimburse IBM for { * }. For purposes of the Agreement, Services
provided to a Former Affiliate shall be deemed to be Services
provided to MSDW.
3.3. { * }
3.4. Refresh.
-------
(a) IBM shall refresh Equipment and Software as follows:
(i) IBM shall maintain Software (other than (A) MSDW Software
that is Applications Software, (B) Third Party Applications
Software licensed by MSDW or an MSDW Affiliate, and (C)
Systems Software for which MSDW has maintenance
responsibility as indicated in Schedule E) { * }. MSDW will
use commercially reasonable efforts to eliminate the use of
multiple Software other than MSDW Software that is
Applications Software and Third Party Applications Software
licensed by MSDW or an MSDW Affiliate.
(ii) { * }
(b) { * }
3.5. { * } [2 pages]
3.6. { * }
4. Term
4.1. Term.
The term of the Agreement shall begin on the Effective Date and shall
expire on June 30, 2005, unless terminated (in whole or in part)
earlier or extended in accordance with the Agreement (the "Term").
4.2. Renewal.
-------
In the event that MSDW provides IBM with notice at least { * } prior
to the expiration of the Term that MSDW desires to renew the
Agreement, IBM shall provide to MSDW, within { * } after such notice,
a written proposal setting forth the pricing and any changes to the
other terms and conditions set forth in the Agreement that IBM
proposes to govern a renewal of the Agreement.
4.3. Extension.
---------
Upon giving written notice to IBM no less than { * } prior to the
then-existing expiration date of the Agreement (including in the event
that MSDW and IBM fail to agree in writing upon the terms and
conditions applicable to renewal of the
12
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
Agreement pursuant to Section 4.2), MSDW shall have the right to
extend the Term for up to { * } on the terms and conditions then in
effect. { * }
4.4. Termination of Previous Agreement.
---------------------------------
(a) Subject to Subsection (b) of this Section, as of the Effective
Date, the Previous Agreement shall be terminated at no charge to
MSDW. The rights and responsibilities of the Parties from and
after the Effective Date shall be defined solely by the
Agreement; the rights and responsibilities of the Parties prior
to the Effective Date shall, except to the extent provided in
Subsections 7.2(e), 7.2(g) and Section 7.9 (all as amended), be
defined solely by the Previous Agreement. Termination of the
Previous Agreement shall in no way be deemed to reinstate the
1992 Agreement or any rights or obligations thereunder.
(b) Notwithstanding termination of the Previous Agreement pursuant to
Subsection (a) of this Section, with respect to exhibit 3 of the
Previous Agreement and any SSAs as defined by the Agreement:
(i) the Voice Services and corresponding pricing described in
such exhibit 3, and such SSAs, shall be incorporated by
reference into the Agreement, subject to the order of
precedence set forth in Section 22.15, and shall remain in
full force and effect;
(ii) any references to the Previous Agreement in such exhibit 3
or SSAs shall be deemed references to the Agreement; and
(iii) MSDW's payment of charges pursuant to such SSAs shall apply
toward MSDW's satisfaction of the Minimum Annual Revenue
Commitment described in Schedule C.
5. IBM PERSONNEL
5.1. Key IBM Positions.
-----------------
(a) { * }
(b) { * } Before assigning an individual to a Key IBM Position,
whether as an initial assignment or a subsequent assignment, IBM
shall notify MSDW of the proposed assignment{ * } and shall
provide MSDW with a resume and other information about the
individual reasonably requested by MSDW. If MSDW in good faith
objects to the proposed assignment, the Parties shall attempt to
resolve MSDW's concerns on a mutually agreeable basis. { * }
(c) IBM shall, in accordance with Subsection (b) above, designate an
individual to (i) serve as the single point of accountability for
IBM for the Services, (ii) have the authority to act for and bind
IBM in matters relating
13
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
to the Agreement, and (iii) have day-to-day authority for
undertaking to ensure customer satisfaction (such individual the
"IBM Project Executive"). The IBM Project Executive shall be one
of the Key IBM Positions. { * }
(d) The personnel approved as of the Effective Date to fill the Key
IBM Positions are listed in Schedule D. { * }
5.2. Qualifications and Replacement of IBM Personnel.
-----------------------------------------------
(a) IBM shall assign an adequate number of personnel to perform the
Services. The personnel IBM assigns to perform the Services shall
be properly educated, skilled, trained and qualified for the
Services they are to perform.
(b) In the event that MSDW determines in good faith that the
continued assignment to the MSDW account of one of the IBM
Personnel is not in the best interests of MSDW, then MSDW shall
give IBM written notice to that effect. After receipt of such
notice, IBM shall have a reasonable period of time in which to
investigate the matters stated in such notice, discuss its
findings with MSDW and resolve any problems with such person.
{ * }
5.3. { * }
6. EQUIPMENT AND FACILITIES
6.1. MSDW Equipment.
--------------
(a) During the Term and subject to the Parties having obtained any
necessary Required Consents pursuant to Subsection (b) of this
Section, MSDW grants to IBM for the sole purpose of performing
the Services, access to MSDW Equipment to the extent that such
access is necessary to provide the Services; provided, however,
that with respect to MSDW Equipment leased by MSDW, such grant of
access by MSDW shall be limited to the extent MSDW has the rights
to provide such access to IBM. IBM shall have management,
operational, support and administrative responsibility for MSDW
Equipment during the Term (i) as and to the extent that IBM
requires such Equipment to provide the Services, and (ii) with
respect to leased MSDW Equipment, to the same extent as if IBM
were the lessee of such Equipment (exclusive of financial
obligations). With respect to leased MSDW Equipment, IBM shall
comply with the duties imposed on MSDW under the leases for such
Equipment. As between MSDW and IBM, the MSDW Equipment will
remain the property of MSDW. MSDW Equipment is provided to IBM on
an "as is, where is" basis, with no warranties whatsoever.
(b) MSDW authorizes IBM to administer, and pay amounts pertaining to
the MSDW Equipment leases, licenses for Third Party Software
licensed by
14
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
MSDW or an MSDW Affiliate, and third-party service contracts set
forth in Schedule M for which IBM shall be financially
responsible. MSDW shall not terminate, extend or amend such
leases, licenses and contracts without the prior written approval
of IBM. MSDW agrees to promptly notify all appropriate third
parties of such authorization to the extent necessary and
appropriate. IBM may, in its sole discretion, terminate, cancel,
substitute or change such leases, licenses and contracts;
provided, however that (i) IBM shall be solely responsible for
any additional charges resulting from such termination,
cancellation, substitution or change, and (ii) IBM continues to
perform the Services as required by the Agreement.
6.2. Other Equipment.
---------------
Except for MSDW Equipment,
(a) IBM will provide all additional or replacement Equipment,
including upgrades, as necessary to provide the Services in
accordance with the Agreement;
(b) IBM shall have financial responsibility for acquisition, lease,
and ownership costs for Equipment, including current and future
Equipment, upgrades, enhancements, and growth and technology
refreshments in accordance with this Agreement;
(c) IBM shall have financial responsibility for all costs and
expenses related to operational support, including installation,
support, Equipment maintenance, disaster recovery of the
Equipment, Performance Standards, and moves, adds and changes,
except as otherwise agreed upon by MSDW in writing; and
(d) IBM shall be administratively and operationally responsible for
the Equipment used to provide the Services, including
provisioning, staging, configuring, installing, operating,
maintaining, upgrading, and enhancing the Equipment, all as set
forth in more detail in Schedule A of the Agreement.
IBM's costs of performing the obligations set forth in this Section
will be recovered by IBM through the charges set forth in the
Agreement.
6.3. MSDW Facilities.
---------------
(a) MSDW Obligations.
----------------
(i) MSDW will provide IBM with access to the MSDW Facilities to
the extent and for so long as such access is reasonably
necessary for IBM to perform the Services.
(ii) With respect to office space, MSDW shall provide to IBM the
office space provided by MSDW to IBM immediately prior to
the
15
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
Effective Date under the Previous Agreement in the condition
and configuration that exists as of the Effective Date,
except that such office space will be equitable adjusted to
reflect any adjustment in the scope of Services either (A)
relative to the scope of Services provided under the
Previous Agreement, or (B) occurring after the Effective
Date. With respect to such office space, MSDW shall provide
adequate furniture and office supplies. With respect to the
personnel that may occupy such office space, MSDW shall
provide office support services, parking privileges and
cafeteria services similar to that offered to
similarly-situated MSDW employees.
(iii) MSDW will inform IBM of any relocation of an MSDW Facility
that MSDW is contemplating or has made a final decision to
make (if such relocation could reasonably be expected to
impact IBM's performance of the Services) so that IBM will
have a reasonable amount of time to prepare for and
implement such relocation as it impacts IBM, with MSDW
reimbursing IBM for IBM's Out-of-Pocket Expenses reasonably
incurred for the relocation of IBM Personnel stationed
on-site at such facility.
(iv) The MSDW Facilities shall be made available to IBM on an "as
is, where is" basis. Unless otherwise expressly stated in
the Agreement, IBM will be responsible for providing any
other materials and support it requires in order to provide
the Services.
(b) IBM Obligations.
---------------
(i) IBM shall use the MSDW Facilities for the sole and exclusive
purpose of providing the Services, except as otherwise
approved by MSDW in writing (including as approved by MSDW
pursuant to any node license agreements), which approval may
be withheld at MSDW's sole discretion. The use of such
facilities by IBM shall not constitute a leasehold interest
in favor of IBM, IBM Personnel or IBM customers.
(ii) IBM shall use the MSDW Facilities in a reasonably efficient
manner. { * } IBM shall be responsible for any damage to the
MSDW Facilities resulting from the abuse, misuse, neglect or
gross negligence of IBM, its employees and subcontractors or
other failure to comply with its obligations respecting the
MSDW Facilities.
(iii) IBM, its employees and agents shall keep the MSDW
Facilities in good order, not commit or permit waste or
damage to such facilities, not use such facilities for any
unlawful purpose or act, and comply with MSDW's standard
policies and procedures regarding access to and use of such
facilities (including procedures for the physical security
of the MSDW Facilities) that are (A) made available to IBM,
and { * }.
16
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
(iv) IBM shall permit MSDW and its agents and representatives to
enter into those portions of the MSDW Facilities occupied by
IBM Personnel at any time to perform facilities-related
services.
(v) IBM shall not make any improvements or changes involving
structural, mechanical or electrical alterations to the MSDW
Facilities without MSDW's prior written approval. Any
improvements to the MSDW Facilities will become the property
of MSDW.
(vi) When the MSDW Facilities are no longer required for
performance of the Services, IBM shall return such
facilities to MSDW in substantially the same condition as
when IBM began use of such facilities, subject to reasonable
wear and tear.
7. { * }
7.1. { * } [1 page]
7.2. { * } [5 pages]
7.3. { * } [3 pages]
7.4. { * }
7.5. { * }
7.6. { * }
7.7. Export.
------
The Parties acknowledge that certain Software and technical data
to be provided under the Agreement and certain transactions under
the Agreement may be subject to export controls under the laws
and regulations of the United States and other countries. Neither
Party shall export or re-export any such terms or any direct
product thereof or undertake any transaction in violation of any
such laws or regulations. To the extent within IBM's control, IBM
shall be responsible for, and shall coordinate and oversee,
compliance with such export laws in respect of such terms
exported under the Agreement.
7.8. Required Consents.
-----------------
(a) MSDW, with the cooperation of IBM, shall obtain any Required
Consents necessary to grant the licenses described in this
Article 7 { * }. MSDW shall pay such fees (such as transfer
or upgrade fees) as may be required to obtain such Required
Consents.
(b) IBM, with the cooperation of MSDW, shall obtain any Required
Consents necessary to grant the licenses described in this
Article 7 for Software other than the Software described in
Subsection (a) of this Section. IBM
17
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
shall pay such fees (such as transfer or upgrade fees) as
may be required to obtain such Required Consents.
(c) If a Required Consent is not obtained, then, unless and
until such Required Consent is obtained, the Parties shall
cooperate with each other in achieving a reasonable
alternative arrangement for MSDW to continue to process its
work with minimum interference to its business operations.
(d) MSDW shall be responsible for any claim arising prior to the
Effective Date from the failure to obtain consents or
approvals required before the Effective Date for the
licensing or transfer to IBM under the Previous Agreement of
the right to use or access:
(i) equipment that was owned or leased by MSDW before the
Effective Date and for which MSDW, rather than IBM,
retained financial and administrative responsibility
under the Previous Agreement; or
(ii) software and programs that were owned or licensed by
MSDW before the Effective Date for which MSDW, rather
than IBM, retained financial and administrative
responsibility under the Previous Agreement.
7.9. Additional Provisions Regarding { * } Software, { * } Software
--------------------------------------------------------------
and { * }.
---------
(a) "Intellectual Property" or "Intellectual Property Rights"
means all (i) copyrights and copyrightable works; (ii)
letters patent, patent applications, patent disclosures and
inventions (whether or not patentable and whether or not
reduced to practice), including, but not limited to, any
reissues, continuations, continuations-in-part, divisionals,
extensions or reexaminations thereof; (iii) applications,
registrations and renewals of any of the foregoing; (iv)
trade secrets; (v) know-how, including all processes,
architecture, methodology, concepts and specifications used
or incorporated therein; and (vi) other intellectual
property or industrial property rights, throughout the world
and arising or recognized under the laws of any nation or by
virtue of any international or bilateral conventions,
treaties or directives.
(b) MSDW, on behalf of itself, its parents, subsidiaries,
divisions, Affiliates, successors, and assigns (and, to the
extent of its right to do so, on behalf of its and their
respective shareholders, officers, directors, attorneys,
employees, legal representatives, insurers, sureties, and
agents) (individually and collectively referred to as "MSDW
{ * }"), hereby { * } IBM, its parents, subsidiaries,
divisions, Affiliates, successors, and assigns, and its and
their respective shareholders, officers, directors,
attorneys, employees, legal representatives, insurers,
sureties, and agents (individually and collectively referred
to as "IBM { * }") { * } as of the execution date of
Amendment 6 to this Agreement ("{ * }"), which are based on
or arise out of or relate in any way to any of the
following: (i)
18
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
any Intellectual Property Rights, contractual rights or
other rights in or relating to any or all of the { * }
Software, the { * } Software, the { * }, and any Software
licensed to { * } pursuant to Section 2.9(h) of the { * };
(ii) { * } IBM { * } for { * } relating to any or all of the
{ * } Software, the { * } Software, the { * } and any
Software licensed to { * } pursuant to Section 2.9(h) of the
{ * } arising under this Agreement or any other agreement
between any MSDW { * } and any IBM { * }, or between any
MSDW { * } and any IBM { * } Party; (iii) { * } in the
letters to various IBM representatives from { * } of MSDW
dated September 30, 1999, October 29, 1999, November 23,
1999, January 31, 2000, or August 10, 2000 (including the {
* } enclosed with the latter or any additional { * } the { *
} Software, { * } Software, { * } or any Software licensed
pursuant to Section 2(h) { * }); or (iv) { * } described in
the presentation made by MSDW to { * } and IBM on March 5,
2001.
(c) MSDW represents and warrants to IBM that (i) MSDW is not
presently aware of any { * } that MSDW { * }, or { * }
following the execution of Amendment 6 to this Agreement, {
* } MSDW's Intellectual Property Rights relating to the
subject matter of this Agreement, including, but not limited
to, (A) the Intellectual Property Rights being assigned or
licensed by MSDW to { * } pursuant to the { * } or (B)
MSDW's Intellectual Property Rights in the { * }; and (ii)
MSDW presently has no plans to { * } following the execution
of Amendment 6 to this Agreement for { * } MSDW's
Intellectual Property Rights relating to the subject matter
of this Agreement or to { * } regarding the Services for the
purpose of { * } relating to MSDW's Intellectual Property
Rights { * } IBM or any IBM { * } or IBM Affiliate.
(d) IBM, on behalf of itself, its parents, subsidiaries,
divisions, Affiliates, successors, and assigns (and, to the
extent of its right to do so, on behalf of its and their
respective shareholders, officers, directors, attorneys,
employees, legal representatives, insurers, sureties, and
agents) (individually and collectively referred to as "IBM {
* }"), hereby { * } MSDW, and its parents, subsidiaries,
divisions, Affiliates, successors, and assigns, and its and
their respective shareholders, officers, directors,
attorneys, employees, legal representatives, insurers,
sureties, and agents (individually and collectively referred
to as "MSDW { * }") { * }: (i) any Intellectual Property
Rights, contractual rights or other rights in or relating to
any or all of the { * } Software, the { * } Software and the
{ * }; (ii) { * } relating to any or all of the { * }
Software, the { * } Software and the { * } arising under
this Agreement or any other agreement between any IBM { * }
and any MSDW { * }, or between any IBM { * } Party and any
MSDW { * }; or (iii) the agreement(s) pursuant to which IBM
conveyed or purported to convey to { * } any right to the {
* } Software, the { * } Software, or the { * }.
(e) IBM represents and warrants to MSDW that (i) IBM is not
presently aware of any { * } that IBM { * }, or { * }
following the execution of
19
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
Amendment 6 to this Agreement, { * } IBM's Intellectual
Property Rights relating to the subject matter of this
Agreement, including, but not limited to, (A) any such { *
}, or (B) any such { * } the assignment and license to { * }
effected by the { * } and (ii) IBM presently has no plans to
{ * } following the execution of Amendment 6 to this
Agreement for { * } IBM's Intellectual Property Rights
relating to the subject matter of this Agreement or to { * }
regarding the Financial Transaction Services businesses of
MSDW or the MSDW Affiliates for the purpose of { * } IBM's
Intellectual Property Rights { * } MSDW or any MSDW { * } or
MSDW Affiliate.
(f) Each Party hereby covenants and agrees that it will not { *
}, or in any way aid in the { * }, any of the { * }
mentioned in (b) or (d) above { * }, respectively
(collectively "{ * }"). This Agreement may be { * } and may
be used as the basis for a { * }, or any private or public {
* } in breach hereof. In the event any { * } is found by a
court of competent jurisdiction to have been { * }, the
Party { * } shall be responsible for all { * }, including
reasonable { * }, incurred by { * }in { * } same.
(g) MSDW hereby covenants and agrees that after the execution
date of Amendment 6 to this Agreement, MSDW will not
knowingly: (i) directly access the { * } (other than { * })
without authorization from { * } or IBM (acting with the
authorization of { * }), and (ii) reverse compile, reverse
assemble or otherwise reverse engineer the { * } object code
(other than { * } object code).
(h) Each Party (including such Party's respective attorneys)
agrees not to publicize or disclose to any third party
(except { * }) the terms and conditions of { * }, any
documents or correspondence pertaining to { * }, or the { *
} (the "{ * }") or any documents or information related to
the { * }, except with the prior written consent of the
other Party or as required by law or as required to
implement the terms of this Agreement.
(i) Notwithstanding the provisions of Subsection (h), this
Section 7.9 does not limit the ability of either Party to:
(i) communicate such information or documents to either
Party's respective officers, directors, employees and
agents that have a legitimate business reason to know,
or to its attorneys, accountants and financial or other
advisors; or
(ii) disclose the terms and conditions of the { * } or the {
* } to third parties that (A) have expressed a bona
fide interest in consummating a significant financing,
merger or acquisition transaction between such third
parties and the disclosing Party, (B) have a reasonable
ability (financial and otherwise) to consummate such
transaction, and (C) have executed a nondisclosure
agreement that (1) includes within its scope the terms
and conditions of this Agreement, (2) limits
distribution to those with a need to know in
20
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
connection with such transaction, and (3) allows use only in
connection with such transaction. Each Party shall endeavor
to delay the disclosure of the terms and conditions of this
Agreement until the status of discussions concerning such
transaction warrants such disclosure.
(j) In addition to MSDW's confidentiality obligations under this
Agreement, all such information, data, software code and modules,
or the like disclosed by { * } either in writing or by oral
presentation directly to MSDW after the execution date of the
{ * } and in furtherance of { * } of Data Network Services under
this Agreement, shall be subject to treatment as Confidential
Information under the { * } Agreement for Disclosure of
Confidential Information executed on the same date as the { * }
and referenced therein. Any Source Code of the { * } or { * }
Software disclosed prior to the execution date of the { * } shall
be held in confidence { * } by MSDW (and any employees, agents or
Designees that are further recipients of such Confidential
Information pursuant to the licenses and rights granted in the
{ * }) unless the same (i) is in the public domain at the time of
its use or disclosure through no fault of MSDW; (ii) was lawfully
in the possession of or demonstrably known to MSDW prior to its
receipt from { * } or IBM; (iii) is independently developed by
MSDW without use of or reference to the such Confidential
Information; or (iv) becomes known by MSDW from a third party
and, to MSDW's knowledge, is not subject to an obligation of
confidentiality.
(k) The Parties represent, warrant, agree, and acknowledge that they
have executed this Agreement in reliance on their own { * } and
after consultation with their respective counsel, and that no
representations, warranties, or promises of any kind have been
made directly or indirectly to induce either Party to execute
this Agreement other than those which are expressly set forth
herein.
(l) Neither this Agreement, nor anything contained herein, nor any
action taken by either Party in performance of their obligations
hereunder shall be { * } or an { * } by any IBM or MSDW { * }.
(m) The IBM { * } and the MSDW { * } hereby agree that each of the
{ * } identified in this Section 7.9 and not a party to this
Agreement is { * }.
(n) Nothing in this Section 7.9 shall be construed as { * } relating
to any other aspects of its { * } under this Agreement.
7.10. { * }
(a) With respect to any Software (including the { * } Software) used
by MSDW and the MSDW Affiliates for the purpose specified in
Subsection (b) below, to the extent that the functionality of
such Software is equivalent to the functionality of the { * }
Software and { * } or the { * } functionality of the { * }
included in, or available to MSDW as part of, the
21
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
Data Network Services provided by the IBM { * } Parties
under this Agreement, the 1997 Agreement, and/or the 1992
Agreement, IBM hereby agrees { * } MSDW or the MSDW
Affiliates and Designees any { * } solely to the extent to
which such { * } the aforementioned Software (including the
{ * } Software) or such Software's use by MSDW and the MSDW
Affiliates and Designees, and its and their successors and
assigns as permitted under Section 22.1, solely for the
purposes of Subsection (b) below. Although the Parties
acknowledge that { * } are { * } functionality described
above, it is the intent of the Parties that the foregoing
{ * } by IBM not apply to capabilities commonly considered
to be { * }; accordingly the foregoing { * } does not apply
to { * }.
(b) The rights and benefits granted in Subsection (a) above (i)
are limited solely to use by MSDW and MSDW's Affiliates and
Designees to provide { * } that use { * }, and not for any
other purpose, (ii) shall survive any expiration or
termination of this Agreement, and (iii) shall be
transferable only as provided under Section 22.1.
(c) Nothing in this Section 7.10 shall be in derogation of any
patent rights granted by IBM pursuant to other provisions of
this Agreement.
8. PERFORMANCE STANDARDS
8.1. General.
-------
{ * }
(a) At all times IBM's level of performance shall meet or exceed
the quantitative and qualitative performance standards for
certain of the Services ("Performance Standards") identified
in Schedule B to the Agreement{ * }
(b) { * }
8.2. Failure to Perform.
------------------
(a) If IBM fails to meet any Performance Standard, IBM shall, at
no additional charge to MSDW, (i) investigate and report on
the causes of the problem; (ii) advise MSDW, as and to the
extent reasonably requested by MSDW, of the status of
remedial efforts being undertaken with respect to such
problems{ * }.
(b) { * }
8.3. Periodic Reviews.
----------------
Within three (3) months after the expiration of the first
Contract Year following the Effective Date and at least annually
thereafter, MSDW and IBM shall review the Performance Standards
pursuant to the process set forth in Article 5 of
22
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
Schedule B and shall make adjustments to them as appropriate to
reflect improved performance capabilities associated with
advances in the technology and methods used to perform the
Services. { * }
8.4. Measurement and Monitoring Tools.
--------------------------------
IBM shall utilize the necessary measurement and monitoring tools
and procedures required to monitor, measure and report IBM's
performance of the Services against the applicable Performance
Standards, including as set forth in Schedule B. Such measurement
and monitoring shall permit reporting at a level of precision and
detail sufficient to verify compliance with the Performance
Standards, and shall be subject to audit by MSDW. For purposes of
verification and at MSDW's request, IBM shall provide MSDW with
information about and from such tools and procedures and, with
IBM's participation, with access to such tools and procedures.
9. PROJECT AND CONTRACT MANAGEMENT
9.1. Steering Committee.
------------------
The Parties shall form a steering committee to facilitate
communication between them (the "Steering Committee"). The
Steering Committee shall be composed of:
(a) the MSDW Contract Executive;
(b) the chief information officer from each of the MSDW Business
Units that are receiving Services;
(c) the IBM Project Executive;
(d) { * }
(e) { * }; and
(f) such other persons as may be mutually agreed by the Parties.
9.2. Reports.
-------
Within ninety (90) days after the Effective Date, the Parties
shall determine an appropriate set of periodic reports to be
issued by IBM to MSDW. Such reports shall be issued at the
frequency and contain the level of detail reasonably requested by
MSDW. Unless otherwise requested by MSDW, such reports shall be
no less comprehensive and be issued no less frequently than the
reports provided by IBM prior to the Effective Date under the
Previous Agreement. IBM shall provide MSDW with suggested formats
for such reports, for MSDW's review and approval. As one such
report, IBM shall provide a monthly performance report, which
shall be delivered to MSDW within fifteen (15) days after the end
of each calendar month (commencing with the calendar month
following the calendar month that includes the Effective Date),
describing IBM's
23
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
performance of the Services in the preceding month (the "Monthly
Performance Report"). Such report shall:
(a) separately address IBM's performance in each area of the
Services;
(b) for each area of the Services, assess the degree to which
IBM has attained or failed to attain the pertinent
objectives in that area;
(c) include a performance report for each MSDW Business Unit in
no less detail than similar reports provided by IBM to the
MSDW Business Units prior to the Effective Date, that at a
minimum explains deviations from the Performance Standards,
includes a plan for corrective action where appropriate
{ * };
(d) (describe the status of applications development projects
(if any), problem resolution efforts, and other initiatives;
(e) on a quarterly basis only, set forth a record of all
material Equipment, Software, and IBM Personnel changes that
pertain to the Services and describe planned changes during
the upcoming quarter that may affect the Services;
(f) set forth the utilization of resources for the month and
report on utilization trends and statistics; and
(g) include such documentation and other information as MSDW may
reasonably request to verify compliance with the Agreement.
9.3. Meetings.
--------
The Parties shall participate in the following meetings:
(a) working-level meetings, held no less frequently than similar
meetings between the Parties before the Effective Date,
between the Parties to review any technical, operational,
administrative or related matters with respect to Schedule
B, which may include matters with respect to performance,
capacity, changes, problems, measurement of the Performance
Standards, or any other matters agreed upon by the Parties;
(b) a monthly meeting among operational personnel representing
MSDW and IBM to discuss daily performance and planned or
anticipated activities, changes that might adversely affect
performance, and otherwise address, review, and discuss
matters specific to MSDW;
(c) a quarterly meeting with each MSDW Business Unit and their
respective chief information officer to (i) review the
Monthly Performance Reports for the quarter, (ii) review
IBM's overall performance under the Agreement, (iii) review
any managerial, contractual, financial, relationship or
related matters with respect to Schedule B, (iv) review any
proposal to
24
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
modify the Performance Standards made pursuant to Article 5
of Schedule B, (v) review progress on the resolution of
issues, (vi) provide a strategic outlook for MSDW's
information systems requirements, and (vii) discuss such
other matters as appropriate;
(d) a semi-annual meeting of Steering Committee to review
relevant contract and performance issues; and
(e) such other meetings between MSDW representatives and IBM
Personnel reasonably requested by either Party as necessary
to address performance of the Services.
IBM shall prepare and circulate an agenda sufficiently in advance
of each meeting to give participants an opportunity to prepare
for the meeting. IBM shall incorporate into such agenda items
that MSDW desires to discuss. At MSDW's request, IBM shall
prepare and circulate minutes promptly after a meeting.
9.4. Procedures Manual.
-----------------
(a) Within { * } after the Effective Date, IBM will deliver a
draft procedures manual to MSDW, for its comments and review
(the "Procedures Manual"). The Procedures Manual will
describe how IBM shall perform and deliver the Services
under the Agreement, the Equipment and Software being used,
and the documentation (e.g., operations manuals, user
guides, specifications) that provides further details of
such activities. The Procedures Manual shall describe the
activities IBM proposes to undertake in order to provide the
Services, including those direction, supervision,
monitoring, staffing, reporting, planning and oversight
activities normally undertaken at facilities that provide
services of the type IBM shall provide under the Agreement.
The Procedures Manual shall also include descriptions of the
acceptance testing and quality assurance procedures approved
by MSDW, IBM's problem management and escalation procedures,
and the other standards and procedures of IBM pertinent to
MSDW's interaction with IBM in obtaining the Services. The
Procedures Manual shall be suitable for use by MSDW to
understand the Services.
(b) Following MSDW's review of the draft Procedures Manual, IBM
shall incorporate reasonable comments or suggestions of MSDW
and shall finalize the Procedures Manual within { * } of the
Effective Date. { * } IBM shall periodically update the
Procedures Manual to reflect changes in the operations or
procedures described therein. Updates of the Procedures
Manual shall be provided to MSDW for review{ * }.
9.5. Change Control.
--------------
(a) IBM shall comply with the following change control
requirements:
(i) { * }
25
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of Xxxxxxxx 00, 0000
(xx) { * }
(iii) IBM shall move programs from development and
test environments to production environments
in a controlled and documented manner, so
that no changes are introduced into the
programs being moved to production
environments during such activity.
(iv) IBM shall control all changes to MSDW's
computing environment, including changes to
programs, manual procedures, job control
language statements, distribution
parameters, or schedules.
(b) Within { * } after the Effective Date, IBM shall
prepare and provide to MSDW change control procedures
detailing how IBM will comply with the requirements
set forth in Subsection (a) of this Section and
otherwise control changes to the Services (such
procedures the "Change Control Procedures"). The
Change Control Procedures may not modify or change
the scope of Services to be provided under, or any
other terms or conditions of, the Agreement. The
Change Control Procedures shall be provided to MSDW
for review, comment and approval; and reasonable
comments or suggestions of MSDW shall be incorporated
into the Change Control Procedures. IBM shall perform
the Services in accordance with the Change Control
Procedures.
9.6. Use of Subcontractors.
---------------------
(a) { * }
(b) IBM may, in the ordinary course of business and
without MSDW approval, subcontract for third party
services or products where { * }. If MSDW expresses
concerns to IBM about a subcontract covered by this
Subsection 9.5(b), IBM shall discuss such concerns
with MSDW and work in good faith to resolve MSDW's
concerns on a mutually acceptable basis.
(c) IBM shall not insert in any subcontract any provision
the effect of which would be to limit the ability of
a subcontractor to contract directly with MSDW. { * }
(d) IBM shall remain responsible for obligations,
services and functions performed by IBM Affiliates
and { * } Subcontractors to the same extent as if
such obligations, services and functions were
performed by IBM employees and for purposes of the
Agreement such work shall be deemed work performed by
IBM. IBM shall be MSDW's sole point of contact
regarding the Services, including with respect to
payment. IBM shall not disclose MSDW Confidential
Information to a subcontractor unless and until such
subcontractor has agreed in writing to protect the
confidentiality of such Confidential Information in a
manner substantially equivalent to that required of
IBM under the Agreement.
26
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
9.7. Annual Technology Plan.
----------------------
The Parties shall jointly prepare an annual technology plan in
accordance with the provisions of this Section (the
"Technology Plan"). Preparation of the Technology Plan shall
be under the overall direction and guidance of the Steering
Committee. The Technology Plan shall address the information
technology requirements of MSDW's activities. Each Technology
Plan after the first shall review and assess the immediately
preceding Technology Plan. The Technology Plan shall consist
of a three-year plan and annual implementation plans as
described below. { * }
(a) Three-Year Plan. The Technology Plan shall include a
---------------
comprehensive assessment and strategic analysis of
MSDW's then-current information technology systems
and services for the next three (3) years, including
an assessment of the appropriate direction for such
systems and services, in light of MSDW's business
priorities and strategies and competitive market
forces (to the extent such business information is
provided by MSDW to IBM). The plan shall consider
growth requirements, IBM and MSDW initiatives that
may materially affect either Party, re-assessment of
skill and resource requirements, lessons learned from
previous projects, operational issues, technical
solutions, and any other issues that xxxxxx strategic
planning and collaboration. The plan shall include
specific technical or business information, such as
the identification of proposed software and hardware
strategies and direction, a cost projection, a
cost/benefit analysis of any proposed changes, a
description of the types of personnel skills and
abilities needed to respond to recommended changes or
upgrades in technology, a project plan and related
schedule for developing and achieving the recommended
elements, and references to appropriate information
that supports service level requirements, exploits
industry trends in production capabilities, and
outlines potential price performance improvement
opportunities, as applicable.
(b) Annual Implementation Plan. As necessary to support
--------------------------
the overall objectives and directions of the
Three-Year Plan described above, each annual
implementation plan shall provide specific guidance
as to the information services requirements,
projects, and plans for the upcoming year, including
details on operations, solutions and design and
development activities, as applicable. The annual
implementation plan shall include a summary review of
IBM's performance of the Services in the year then
concluding and shall make updates and revisions of
the long-term plan as appropriate. An annual
implementation plan shall be prepared for each
Contract Year of the Agreement or as otherwise
mutually agreed by the Parties.
(c) Drafting Responsibility. IBM shall submit to MSDW a
-----------------------
draft of the Technology Plan for MSDW's review, which
draft shall have been developed with input from key
business users from MSDW. IBM shall submit the final
Technology Plan within { * } of receiving MSDW's
27
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
comments on the draft, and the Parties shall mutually
agree upon the final Technology Plan. The draft of
the Technology Plan for the first Contract Year shall
be provided by IBM within { * } of the Effective Date
or as otherwise mutually agreed by the Parties. IBM
shall recommend modifications to the Technology Plan
as it deems appropriate and, subject to the mutual
agreement of the Parties, shall revise the Technology
Plan based upon MSDW's review on an annual basis or
as otherwise mutually agreed by the Parties.
9.8. Quality Assurance and Improvement Programs.
------------------------------------------
IBM, as part of its total quality management process, shall
provide continuous quality assurance and quality improvement
through: (a) the identification and application of proven
techniques and tools from other installations within its
operations { * } that would benefit MSDW either operationally
or financially; and (ii) the implementation of concrete
programs, practices and measures designed at a minimum to
ensure that the Services are performed in accordance with the
Agreement and to improve the Performance Standards. Such
procedures shall include checkpoint reviews, testing,
acceptance, and other procedures for MSDW to assure the
quality of IBM's performance and shall be included in the
Procedures Manual.
9.9. Productivity and Management Tools.
---------------------------------
IBM shall utilize project management tools, including
productivity aids and project management systems, as
reasonably necessary to perform the Services. IBM shall use
project management tools in all major projects and employ a
regular reporting mechanism to identify project tasks, present
current status reports, and identify potential bottlenecks and
problems.
10. AUDITS
10.1. Audit Rights.
------------
{ * } IBM shall provide to MSDW, its auditors (including
internal audit staff and external auditors), regulators and
other representatives { * }, access upon reasonable prior
notice { * } to any Equipment, Software, IBM Personnel, MSDW
Facilities, IBM Facilities and to data and records relating to
the Services for the purpose of performing audits and
inspections { * } to:
(a) verify the accuracy of charges and invoices;
(b) verify the integrity of MSDW Data and examine the
systems that process, store, support and transmit
that data; and
(c) examine IBM's performance of the Services including,
to the extent applicable to the Services performed by
IBM and to the charges under the Agreement,
performing audits (i) of practices and procedures,
(ii) of Equipment and Software systems, (iii) of
general controls and security
28
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
practices and procedures, (iv) of disaster recovery
and back-up procedures, (v) of the efficiency of IBM
in using resources for which MSDW is being charged,
and (vi) any audit necessary to enable MSDW to meet
applicable regulatory requirements.
IBM shall provide to such auditors, inspectors, regulators,
and representatives such assistance as they reasonably
require{ * }. IBM shall cooperate fully with MSDW or its
Designees in connection with audit functions and with regard
to examinations by regulatory authorities. MSDW's auditors and
other representatives shall comply with IBM's reasonable
security requirements. MSDW will make reasonable efforts to
limit the number, scope and duration of such audits and
otherwise attempt to minimize any disruption to IBM's business
caused by such audits.
10.2. Audit Follow-up.
---------------
(a) Following an audit or examination, MSDW shall conduct
(in the case of an internal audit), or request its
external auditors or examiners to conduct, an exit
conference with IBM to obtain factual concurrence
with issues identified in the review.
(b) { * }
(c) IBM and MSDW shall meet to review each audit report
promptly after the issuance thereof and to mutually
agree upon the appropriate manner, if any, in which
to respond to the changes suggested by the audit
report. Notwithstanding the foregoing, in the event
that an audit reveals that IBM is not complying with
its obligations under the Agreement, IBM shall take
action as is necessary to correct such
non-compliance. MSDW and IBM agree to develop
operating procedures for the sharing of audit and
regulatory findings and reports relating to IBM's
operating practices and procedures produced by
auditors or regulators of either Party.
10.3. Records Retention.
-----------------
(a) Until the latest of (i) three (3) years after
expiration or termination of the Agreement, (ii) the
date that all pending matters relating to the
Agreement (e.g., disputes) are closed, (iii) the date
that retention of records is no longer required to
meet MSDW's records retention policy as identified to
IBM as such policy may be reasonably adjusted from
time to time, or (iv) as otherwise required by law or
regulation (the latest of such dates the "Retention
Date"), IBM shall maintain and provide access upon
request to the records, documents and other
information required to meet MSDW's audit rights
under the Agreement.
(b) After the Retention Date, IBM may destroy or
otherwise dispose of such records, documents and
other information required to meet MSDW's audit
rights under the Agreement { * }.
29
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
11. MSDW RESPONSIBILITIES
11.1. Responsibilities.
----------------
In addition to MSDW's responsibilities set forth elsewhere in
the Agreement, MSDW shall be responsible for the following:
(a) MSDW shall designate two individuals to whom all IBM
communications concerning the Agreement may be
addressed (each such individual shall be deemed a
"MSDW Contract Executive"). Each MSDW Contract
Executive shall have the authority to act for and
bind MSDW in matters relating to the Agreement.
(b) MSDW shall cooperate with IBM by, among other things,
making available, as reasonably requested by IBM,
data processing priorities, management decisions,
information, approvals and acceptances so that IBM
may accomplish its obligations and responsibilities
under the Agreement. A MSDW Contract Executive, or
his or her designee, will be the principal point of
contact for obtaining such decisions, information,
approvals and acceptances.
11.2. { * }
12. CHARGES
12.1. General.
-------
All charges for the Services are set forth in this Article 12,
in Schedule C, in the SSAs, in the NSAs or in the
International Agreements. MSDW shall not be required to pay
IBM any amounts for the Services in addition to those to IBM
under this Article 12 or Schedule C.
12.2. Incidental Expenses.
-------------------
IBM acknowledges that, except as may be otherwise provided in
the Agreement, expenses that IBM expects to incur in
performing the Services (including travel and lodging,
document reproduction and shipping, and long-distance
telephone) are included in IBM's charges and rates set forth
in the Agreement. Accordingly, such IBM expenses are not
separately reimbursable by MSDW unless, on a case-by-case
basis for unusual expenses, MSDW has agreed in advance and in
writing to reimburse IBM for the expense.
12.3. Taxes.
-----
The Parties' respective responsibilities for taxes arising
under or in connection with the Agreement shall be as follows:
30
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
(a) Each Party shall be responsible for any personal property taxes
on property it owns or leases, for franchise and privilege
taxes on its business, and for taxes based on its net income or
gross receipts.
(b) IBM shall be responsible for any sales, use, excise,
value-added, services, consumption, and other taxes and duties
payable by IBM{ * } on any goods or services that are used or
consumed by such entities in providing the Services where the
tax is imposed on the acquisition or use of such goods or
services by such entities and the amount of tax is measured by
the costs in acquiring such goods or services.
(c) MSDW shall be responsible for any sales, use, excise,
value-added, services, consumption or other tax that is
assessed on the provision of the Services as a whole, or on any
particular Service received by MSDW from IBM. If and to the
extent any such tax is reduced or eliminated during the Term,
IBM shall reduce or eliminate any charges for such taxes, as
appropriate. In the event that any interest or penalty is
assessed against MSDW with respect to any such tax, then IBM
shall reimburse MSDW for such interest or penalty to the extent
that such interest or penalty arises from IBM's failure to
invoice MSDW for such tax or to remit amounts paid by MSDW to
IBM for such tax.
(d) In the event that a sales, use, excise, value added, services,
consumption, or other tax is assessed on the provision of any
of the Services, MSDW shall provide tax calculations at the
Affiliate level based upon the benefit that each Affiliate
receives within a tax jurisdiction. The benefit shall be
determined by MSDW and provided to IBM so that the Parties can
work together to segregate the payments under the Agreement
into three (3) payment streams:
(i) those for taxable Service;
(ii) those in which IBM functions namely as a payment agent
for MSDW in receiving goods, supplies, or services
(including leasing and licensing arrangements); and
(iii) those for other nontaxable Services.
(e) The Parties agree to cooperate with each other to enable each
to more accurately determine its own tax liability and to
minimize such liability to the extent legally permissible. IBM
shall provide MSDW with information that separately states, for
each applicable tax jurisdiction, the amount of any taxes IBM
is collecting from MSDW. Each Party shall provide and make
available to the other any resale certificates, information
regarding out-of-state or out-of-country sales or use of
equipment, materials or services, and other exemption
certificates or information reasonably requested by the other
Party.
(f) { * }
31
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
12.4. New Services.
------------
In the event that MSDW requests IBM to perform functions that are
materially different from, and in addition to, the Services, the
Parties' obligations with respect to such functions shall be as
follows:
(a) To the extent that such additional functions require additional
resources for which a pricing metric exists under the
Agreement, the additional functions shall:
(i) subject to Subsection (e) of this Section, be priced in
accordance with the pricing metric;
(ii) be documented pursuant to Subsection (f) of this Section,
and
(iii) be considered "Services" and be subject to the provisions
of the Agreement.
(b) To the extent that such additional functions require additional
resources for which a pricing metric does not exist under the
Agreement, then prior to performing such additional functions:
(i) IBM shall provide to MSDW a project plan and shall,
subject to Subsection (e) of this Section, quote MSDW a
charge for such additional functions that takes into
account { * }.
(ii) MSDW, upon receipt of such quote, may then elect to have
IBM perform the additional functions. If MSDW elects to
have IBM perform such additional functions, then
(A) the charges under the Agreement shall be adjusted,
if and to the extent appropriate, to reflect such
functions,
(B) such additional functions and adjustment of charges
shall be documented pursuant to Subsection (f) of
this Section; and
(C) such additional functions shall be deemed "Services"
and shall be subject to the provisions of the
Agreement.
(c) MSDW may elect to solicit and receive bids from third parties
to perform such additional functions. { * }
(d) The Parties anticipate that:
(i) the Services will evolve and be supplemented, modified,
enhanced or replaced over time to keep pace with
technological advancements and improvements in the
methods of delivering services, and
32
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
(ii) Schedules E (Software) and J (Equipment) will be
supplemented and modified over time to accurately reflect
the Equipment and Software, respectively, used to provide
the Services. { * }
(e) If MSDW's request for additional functions pursuant to this
Section includes a request for, or otherwise would cause, IBM
to correspondingly reduce or eliminate Services it is
providing, then such additional functions shall be considered
"Replacement Services." { * }
(f) If MSDW elects to have IBM perform additional functions
pursuant to Subsections (a) or (b) of this Section, such
additional functions (and the appropriate adjustment to the
charges under this Agreement as determined pursuant to this
Section 12.4) shall be documented using the New Services
Amendment form set forth in Schedule I; provided, however, that
no such writing shall be effective unless signed by the MSDW
Contract Executive. Such writing if effective shall constitute
a New Services Amendment. MSDW's payment of charges under any
New Services Amendment shall apply toward MSDW's satisfaction
of the Minimum Annual Revenue Commitment.
12.5. { * } [1 page]
12.6. Cost of Living Adjustment.
-------------------------
(a) The Parties intend that commencing { * }, certain identified
charges listed in Section 7.4 of Schedule C (such charges the
"Identified Charges") will increase if inflation, measured from
{ * }, exceeds { * } per year, compounded annually. These
Identified Charges include protection against inflation at a
rate of { * } per year, compounded annually (such inflation
protection included in the Identified Charges the "COLA
Index"). The COLA Index for each calendar year of the Term is
as follows:
---------------------------------------------------------------
Calendar Year
---------------------------------------------------------------
1999 2000 2001 2002 2003 2004 2005
---------------------------------------------------------------
COLA
Index { * } { * } { * } { * } { * } { * } { * }
---------------------------------------------------------------
MSDW agrees to pay IBM a Cost of Living Adjustment ("COLA")
beginning { * } if actual cumulative inflation exceeds the COLA
Index as set forth above. IBM and MSDW agree to use the
Consumer Price Index, as published by the Bureau of Labor
Statistics, U.S. Department of Labor, For All Urban Consumers,
U.S. City Average, All Items, 0000-00-000 ("CPI-U") for
purposes of calculating actual inflation. The COLA will be
applied on a prospective basis, i.e., the Identified Charges
payable by MSDW will be surcharged by the COLA Factor after { *
} as determined below, if such COLA Factor is in excess of
zero. The COLA Factor will
33
Services Agreement by and between MDSW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
be determined as soon as practicable after the end of each
calendar year during the Term beginning with the calendar year
{ * }. If applicable, IBM will invoice MSDW for the COLA
beginning with Services rendered on or after { * } in
accordance with Article 13. The COLA Factor shall be calculated
as follows:
COLA Factor = { * }, where:
(i) Actual Inflation = { * };
(ii) Protected Inflation = { * };
(iii) Prior Year's Protected Inflation = { * }; and
(iv) Base Year Index = { * }.
(b) In the event the Bureau of Labor Statistics stops publishing
the CPI-U or substantially changes its content and format, IBM
and MSDW will substitute another comparable index published at
least annually by a mutually agreeable source. If the Bureau of
Labor Statistics merely redefines the base year for the CPI-U
from 1982-84 to another year, IBM and MSDW will continue to use
the CPI-U, but will convert the COLA Index to the new base year
by using an appropriate conversion formula.
12.7. { * } [2 pages]
13. INVOICING AND PAYMENT
---------------------
13.1. Invoicing.
---------
(a) IBM shall invoice MSDW for all amounts due under the Agreement
on a monthly basis in accordance with the SSA referenced as
"DWD 18" (as described in Schedule H). IBM shall separately
invoice MSDW for the following as follows:
(i) IBM shall invoice MSDW for the Monthly Service Charge for
a calendar month { * }, and
(ii) IBM shall invoice all other amounts due under the
Agreement { * }.
IBM shall provide details as to charges as specified by MSDW.
IBM shall include in each invoice the calculations utilized to
establish the charges.
(b) To the extent a credit may be due MSDW pursuant to the
Agreement, IBM shall provide MSDW with an appropriate credit
against amounts then due and owing. If no further payments are
due to IBM, IBM shall pay such amounts to MSDW within thirty
(30) days.
34
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
(c) IBM shall render invoices for each month's charges pursuant to
Subsection (a) of this Section, showing such details as
reasonably specified by MSDW including as necessary to satisfy
MSDW's internal accounting and chargeback requirements (such as
allocating charges among portions of the Service, locations,
and business units). Such invoices shall separately state the
amounts of any taxes IBM is collecting from MSDW.
13.2. Payment Due.
-----------
(a) Subject to the other provisions of this Article 13:
(i) invoices described in Section 13.1(a)(i) that are
properly submitted to MSDW pursuant to the Agreement
shall be due and payable by MSDW within seven (7)
business days after receipt thereof; and
(ii) invoices described in Section 13.1(a)(ii) that are
properly submitted to MSDW pursuant to the Agreement
shall be due and payable by MSDW within twenty (20)
calendar days after receipt thereof.
(b) All amounts due and payable to IBM under this Article 13 shall
be paid by electronic funds transfer to IBM from account(s)
designated by MSDW.
(c) In the event that any amounts due are not received by IBM
within five (5) business days following the applicable due date
set forth in Subsection (a), such amounts due shall be subject
to a late fee equal to { * } of such amounts due per month
accruing from the original due date set forth in Subsection (a)
until the date MSDW pays such amount due.
13.3. Accountability.
--------------
IBM shall maintain complete and accurate records of and supporting
documentation for the amounts billable to and payments made by MSDW
hereunder, in accordance with generally accepted accounting
principles applied on a consistent basis. IBM agrees to provide MSDW
with documentation and other information with respect to each invoice
as may be reasonably requested by MSDW to verify accuracy and
compliance with the provisions of the Agreement. MSDW and its
authorized agents and representatives shall have access to such
records for purposes of audit pursuant to Article 10 of the
Agreement.
13.4. Proration.
---------
Periodic charges under the Agreement are to be computed on a calendar
month basis, and shall be prorated for any partial calendar month.
13.5. Set Off.
-------
35
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
With respect to any amount to be paid by MSDW under the Agreement,
MSDW may set off against such amount any amount that IBM is obligated
to pay MSDW under the Agreement.
13.6. Disputed Charges.
----------------
Subject to Section 13.5, MSDW shall pay undisputed charges when such
payments are due under this Article 13. MSDW may withhold payment of
any particular charge that MSDW disputes in good faith, subject to the
following limitations:
(a) For any monthly invoice, no more than { * } of the total amount
invoiced to MSDW as set forth in such invoice may be withheld
with respect to such invoice; and
(b) No more than { * } may be withheld at any given time by MSDW. For
each calendar year, such aggregate shall be calculated as { * }.
If the dispute underlying the amount withheld from a particular
invoice is not resolved within { * } after such amount is withheld by
MSDW, { * }
14. SAFEGUARDING OF MSDW DATA
14.1. Safeguarding MSDW Data.
----------------------
IBM shall establish and maintain safeguards against the destruction,
loss, or alteration of MSDW Data in the possession of IBM that are no
less rigorous than those maintained by IBM on behalf of MSDW prior to
the Effective Date, and shall be no less rigorous than those
maintained by IBM for its own information of a similar nature. MSDW
or, at MSDW's request, a third party vendor, shall have the right to
establish backup security for data and to keep backup data and data
files in its possession at MSDW's expense.
14.2. Unauthorized Access.
-------------------
Without limiting the generality of Section 14.1 above:
(a) IBM Personnel shall not attempt to access, or allow access to,
any data, files or programs within the information systems
environment to which they are not entitled under the Agreement.
{ * }
(b) IBM shall institute { * } systems security measures with respect
to the access and controls it affords to its employees,
Affiliates and IBM Personnel (including the employees of such
Affiliates and IBM Personnel) to guard against, identify and
promptly terminate the unauthorized access, alteration or
destruction of Software and MSDW Data. Such measures shall
include the installation of Software that (i) requires all
entities described in the preceding sentence to enter a user
identification and password prior to gaining access to the
information systems; (ii) controls
36
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
and tracks the addition and deletion of such entities; and (iii)
controls access by such entities to areas and features of the
systems.
15. CONFIDENTIALITY
15.1. Confidential Information.
------------------------
(a) IBM and MSDW each acknowledge that they may be furnished with,
receive, or otherwise have access to information of or concerning
the other Party which such Party considers to be confidential,
proprietary, a trade secret or otherwise restricted. As used in
the Agreement, "Confidential Information" shall mean { * }. The
terms and conditions of the Agreement shall be deemed
Confidential Information.
(b) In the case of MSDW, Confidential Information also shall include
{ * }: (collectively, the "MSDW Confidential Information").
(c) In the case of IBM, Confidential Information also shall include
{ * } (collectively, the "IBM Confidential Information").
15.2. Obligations.
-----------
(a) Each Party's Confidential Information shall remain the property
of that Party except as expressly provided otherwise by the other
provisions of the Agreement. MSDW and IBM shall each use at least
the same degree of care, but in any event no less than a
reasonable degree of care, to prevent disclosing to third parties
the Confidential Information of the other as it employs to avoid
unauthorized disclosure, publication or dissemination of its own
information of a similar nature; provided that a Party may
disclose such information to entities performing services
required hereunder where (i) use of such entity is authorized
under the Agreement, (ii) such disclosure is necessary or
otherwise naturally occurs in that entity's scope of
responsibility, and (iii) the entity agrees in writing to assume
the obligations described in this Article 15. Any disclosure to
such entity shall be under the terms and conditions as provided
in this Section.
(b) Neither Party may:
(i) make any use of the Confidential Information of the other
Party except as required to perform its obligations under
the Agreement;
(ii) possess or assert any lien or similar right against or to
the Confidential Information of the other Party; or
(iii) sell, assign, lease, or otherwise dispose of to third
parties or commercially exploit the Confidential
Information of the other Party.
37
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
(c) As requested by MSDW during the Term, upon expiration or any
termination of the Agreement, or with respect to any particular
MSDW Confidential Information, on such earlier date that the same
shall be no longer required by IBM in order to render the
Services, IBM shall either return in a form reasonably requested
by MSDW or destroy, as MSDW may direct, all material (including
all copies) in any medium that contains{ * } MSDW Confidential
Information; provided, however, that IBM may retain one (1) copy
of such information to the extent required to provide the
Services, to comply with laws or regulations, or to establish
IBM's rights under the Agreement.
(d) As requested by IBM
(i) after { * } MSDW shall either return in a form reasonably
requested by IBM or destroy, as IBM may direct, all
material (including all copies) in any medium that
contains{ * } IBM Confidential Information to the extent no
longer required by MSDW for the receipt of any Services
after such expiration or termination; or
(ii) after the use of IBM Confidential Information by MSDW that
constitutes a breach of MSDW's obligations described in
Subsections (a) or (b) of this Section, MSDW shall either
return in a form reasonably requested by IBM or destroy, as
IBM may direct, all material (including all copies) in any
medium that contains{ * } the IBM Confidential Information
upon which such breach is based; provided, however, that in
each case described in Subsections (i) and (ii) of this
Subsection, MSDW may retain one (1) copy of such
information to the extent required to perform its
obligations under the Agreement, to comply with laws or
regulations, or to establish MSDW's rights under the
Agreement.
(e) Each Party shall take reasonable steps to ensure that its
employees comply with the terms and conditions of this Article
15.
15.3. Exclusions.
----------
(a) Section 15.2 shall not apply to any particular information which
IBM or MSDW can demonstrate (i) was, at the time of disclosure to
it, lawfully in the public domain; (ii) after disclosure to it,
is published or otherwise lawfully becomes part of the public
domain through no fault of the receiving Party; (iii) was in the
possession of the receiving Party at the time of disclosure to
it; (iv) was received after disclosure to it from a third party
who had a lawful right to disclose such information to it without
any obligation to restrict its further use or disclosure; or (v)
was independently developed by the receiving Party without
reference to Confidential Information of the furnishing Party. In
addition, a Party shall not be considered to have breached its
obligations by disclosing Confidential Information of the other
Party as required to satisfy any legal requirement
38
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
of a competent government body provided that, immediately upon
receiving any such request and to the extent that it may legally
do so, such Party advises the other Party promptly and prior to
making such disclosure, take action to assure confidential
handling of the Confidential Information, or take such other
action as its deems appropriate to protect the Confidential
Information.
(b) Either Party may disclose the terms and conditions of the
Agreement to third parties that (i) have expressed bona fide
interest in consummating a significant financing, merger or
acquisition transaction between such third parties and the
disclosing Party, (ii) have a reasonable ability (financial and
otherwise) to consummate such transaction, and (iii) have
executed a nondisclosure agreement that (A) includes within its
scope the terms and conditions of the Agreement, (B) limits
distribution to those with a need to know in connection with such
transaction, and (C) allows use only in connection with the
transaction. Each Party shall endeavor to delay the disclosure of
the terms and conditions of the Agreement until the status of
discussions concerning such transaction warrants such disclosure.
15.4. Loss of Confidential Information.
--------------------------------
In the event of any unauthorized disclosure or loss of, or inability
to account for, any Confidential Information of the furnishing Party
by the Party to whom such information was disclosed, upon becoming
aware of such event the receiving Party shall promptly, at its own
expense (a) notify the furnishing Party in writing, (b) take such
actions as reasonably requested by the furnishing Party, and (c)
otherwise cooperate with the furnishing Party to minimize the adverse
effects to the furnishing Party of such event and any damage resulting
from such event.
15.5. No Implied Rights.
-----------------
Nothing contained in this Article 15 shall be construed as obligating
a Party to disclose its Confidential Information to the other Party,
or as granting to or conferring on a Party, expressly or impliedly,
any rights or license to the Confidential Information of the other
Party.
15.6. Survival.
--------
This Article 15 shall survive the expiration or termination of the
Agreement for a period equal to { * }.
16. REPRESENTATIONS AND WARRANTIES
------------------------------
16.1. Work Standards.
--------------
IBM represents and warrants that the Services will be executed in a
workmanlike manner, in accordance with { * }.
16.2. { * }.
-----
39
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
16.3. { * }.
-----
16.4. { * }.
-----
16.5. Non-Infringement.
----------------
Each Party represents and warrants that it will perform its
responsibilities under the Agreement in a manner that does not
infringe, or constitute an infringement or misappropriation of, any
patent, copyright, trademark, trade secret or other intellectual
proprietary rights of the other Party of any third party.
16.6. Software Ownership or Use.
-------------------------
Subject to Section 7.8, each Party represents and warrants to the
other that it is, or will be at the applicable time, either the owner
of, or authorized to distribute, provide and use Software to the
extent it is licensed or developed by such Party.
16.7. Compliance With Laws and Regulations; Non-Contravention.
-------------------------------------------------------
(a) Each Party represents and warrants that it will perform its
obligations in a manner that complies with applicable laws,
regulations, ordinances and codes, including identifying and
procuring required permits, certificates, approvals and
inspections. If a charge of non-compliance with such laws,
regulations, ordinances, or codes occurs, such Party will
promptly notify the other Party of such charge in writing.
(b) To the extent such matters relate to IBM's performance of the
Services, MSDW will identify and make available to IBM
interpretations of any laws applicable to MSDW and its industry.
(c) Each Party represents and warrants that such Party's execution,
delivery, and performance of the Agreement will not constitute
(i) a violation of any judgment, order, or decree; (ii) a
material default under any material contract by which it or any
of its material assets are bound; or (iii) an event that would,
with notice or lapse of time, or both, constitute such a default
as described in (ii).
16.8. Authorization.
-------------
Each Party represents and warrants that:
(a) it has the requisite power and authority to enter into the
Agreement and to carry out the transactions contemplated by the
Agreement; and
(b) the execution, delivery and performance of the Agreement and the
consummation of the transactions contemplated by the Agreement
have been duly authorized by the requisite action on the part of
such Party.
16.9. Inducements.
-----------
40
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
IBM represents and warrants to MSDW that it has not violated and will
not violate any applicable laws or regulations or any MSDW policies
of which IBM has been given notice regarding the offering of unlawful
inducements in connection with the Agreement. { * }
16.10. { * }.
-----
16.11. { * }.
-----
16.12. { * }
16.13. Disclaimer.
----------
EXCEPT AS PROVIDED IN THE AGREEMENT, THERE ARE NO OTHER EXPRESS
WARRANTIES AND THERE ARE NO IMPLIED WARRANTIES, INCLUDING THE IMPLIED
WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.
17. INSURANCE AND RISK OF LOSS
17.1. Insurance.
---------
IBM shall during the Term have and maintain in force the following
insurance coverages:
(a) Worker's compensation insurance, including occupational illness
or disease coverage, or other similar social insurance in
accordance with the laws of the country, state, or territory
exercising jurisdiction over the employee and employer's
liability insurance with a minimum limit of { * };
(b) Commercial general liability insurance, including products,
completed operations liability and personal injury, contractual
liability and broad form property damage liability coverage for
damages to any property with a minimum combined single limit of
{ * };
(c) Electronic data processing all-risk property insurance on
equipment, data, media and valuable papers, including extra
expense coverage, with a minimum limit adequate to cover such
risks on a replacement costs basis;
(d) Automotive liability insurance covering use of all owned,
non-owned, and hired automobiles with a minimum combined single
limit of { * } for bodily injury and property damage liability;
(e) Umbrella liability insurance with a minimum limit of { * }; and
(f) Employee dishonesty and computer fraud coverage for loss arising
out of or in connection with any fraudulent or dishonest acts
committed by the employees of IBM, acting alone or in collusion
with others, including the
41
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
property and funds of others in their care, custody or control,
in a minimum amount of { * }.
The foregoing insurance coverages shall be primary and
non-contributing with respect to any other insurance or self insurance
which may be maintained by MSDW, and the insurance coverages described
in Subsections (b), (d) and (e) of this Section shall be endorsed to
MSDW as an additional insured to the extent of MSDW's insurable
interest. IBM shall cause its insurers to issue certificates of
insurance evidencing that the coverages and policy endorsements
required under the Agreement are maintained in force and that not less
than thirty (30) days written notice shall be given to MSDW prior to
any modification, cancellation or non-renewal of the corresponding
policies. The insurers selected by IBM shall have an A.M. Best rating
of A- or better or Class 12 or better, or if such ratings are no
longer available, with a comparable rating from a recognized insurance
rating agency. IBM shall assure that Authorized Subcontractors, if
any, maintain insurance coverages as specified in this Article 17 or
are endorsed as additional insureds on all required IBM coverages.
17.2. Risk of Loss.
------------
Each party shall be responsible for risk of loss of and damage to, any
Equipment, Software or other materials in its possession or under its
control.
18. INDEMNITIES
18.1. Indemnity by IBM.
----------------
IBM agrees to indemnify, defend and hold harmless MSDW and its
Affiliates and their respective officers, directors, employees,
agents, successors, and assigns, from any and all Losses and
threatened Losses incurred as a result of a third-party claim arising
from, in connection with, or based on allegations of:
(a) Any occurrences that IBM is required to insure against pursuant
to Article 17, but only to the extent that IBM fails to provide
such coverage and only to the extent of such coverage;
(b) Any infringement of any patent, trademark, trade secret,
copyright or other intellectual property rights, alleged to have
occurred because of software, materials or other resources
provided by IBM to MSDW, or based upon performance of the
Services by IBM, except to the extent caused by the modification,
misuse or improper combination with other products by MSDW or
MSDW's Affiliates, not authorized by IBM, of such items; or
(c) Any breach of an IBM obligation under Sections 6.1 or 7.3 of the
Agreement to comply with applicable lease and license terms for
MSDW Equipment or Third Party Software licensed by MSDW or an
MSDW Affiliate.
18.2. Indemnity by MSDW.
-----------------
42
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
MSDW agrees to indemnify, defend and hold harmless IBM and its
Affiliates and their respective officers, directors, employees,
agents, successors, and assigns, from any and all Losses and
threatened Losses incurred as a result of a third-party claim arising
from, in connection with, or based on allegations of:
(a) MSDW's failure to pay rent or utilities at any location where
MSDW is required to furnish space or utilities to IBM pursuant to
the Agreement; or
(b) Any infringement of any patent, trademark, trade secret,
copyright or other intellectual property rights, alleged to have
occurred because of software, materials or other resources
provided by IBM to MSDW, or based upon MSDW's performance of its
obligations under the Agreement, except to the extent caused by
the modification, misuse or improper combination with other
products by IBM, IBM's Affiliates or IBM Personnel, not
authorized by MSDW, of such items.
18.3. Additional Indemnities.
----------------------
IBM and MSDW each agree to indemnify, defend and hold harmless the
other, and its Affiliates, officers, directors, employees, agents,
successors, and assigns, from any and all Losses and threatened Losses
incurred as a result of a third-party claim arising from, in
connection with, or based on allegations of:
(a) the death or bodily injury of any agent, employee, customer,
business invitee, or business visitor or other person caused by
the tortuous conduct of the indemnitor (limited to Losses in
proportion to the indemnitor's comparative fault);
(b) the damage, loss or destruction of any real or tangible personal
property caused by the tortuous conduct of the indemnitor
(limited to Losses in proportion to the indemnitor's comparative
fault);
(c) an act or omission of the indemnitor in its capacity as an
employer of a person;
(d) a Party's breach of its obligations with respect to Confidential
Information; or
(e) the indemnitor's breach of any of the representations and
warranties set forth in Sections 16.7(a) and 16.7(c) of the
Agreement. { * }
18.4. Indemnification Procedures.
--------------------------
With respect to third-party claims that are subject to indemnification
pursuant to this Article 18, the following procedures shall apply:
(a) Notice. Promptly after receipt by any entity entitled to
------
indemnification under Sections 18.1 through 18.3 of notice of the
commencement or threatened commencement of any civil, criminal,
administrative, or
43
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
investigative action or proceeding involving a claim in respect
of which the indemnitee will seek indemnification pursuant to any
such Section, the indemnitee shall notify the indemnitor of such
claim in writing. No failure to so notify an indemnitor shall
relieve it of its obligations under the Agreement except to the
extent that it can demonstrate damages attributable to such
failure. Within fifteen (15) days following receipt of written
notice from the indemnitee relating to any claim, but no later
than ten (10) days before the date on which any response to a
complaint or summons is due, the indemnitor shall notify the
indemnitee in writing if the indemnitor elects to assume control
of the defense and settlement of that claim (a "Notice of
Election").
(b) Procedure Following Notice of Election. If the indemnitor
--------------------------------------
delivers a Notice of Election relating to any claim within the
required notice period, the indemnitor shall be entitled to have
sole control over the defense and settlement of such claim;
provided that (i) the indemnitee shall be entitled to participate
in the defense of such claim and to employ counsel at its own
expense to assist in the handling so such claim, and (ii) the
indemnitor shall obtain the prior written approval of the
indemnitee before entering into any settlement of such claim or
ceasing to defend against such claim. After the indemnitor has
delivered a Notice of Election relating to any claim in
accordance with the preceding paragraph, the indemnitor shall not
be liable to the indemnitee for any legal expenses incurred by
the indemnitee in connection with the defense of that claim. The
indemnitee shall cooperate in all reasonable respects with the
indemnitor and its attorneys in he investigation, trial and
defense of such claim and any appeal arising therefrom. In
addition, the indemnitor shall not be required to indemnify the
indemnitee for any amount paid or payable by the indemnitee in
the settlement of any claim for which the indemnitor has
delivered a timely Notice of Election if such amount was agreed
to without the written consent of the indemnitor.
(c) Procedure Where No Notice of Election Is Delivered. If the
--------------------------------------------------
indemnitor does not deliver a Notice of Election relating to any
claim within the required notice period, the indemnitee shall
have the right to defend the claim in such a manner as it may
deem appropriate, at the cost and expense of the indemnitor. The
indemnitor shall promptly reimburse the indemnitee for all such
costs and expenses.
18.5. Subrogation.
-----------
In the event that an indemnitor shall be obligated to indemnify an
indemnitee pursuant to Sections 18.1 through 18.3, the indemnitor
shall, upon payment of such indemnity in full, be subrogated to all
rights of the indemnitee with respect to the claims to which such
indemnification relates.
19. LIABILITY
19.1. General Intent.
--------------
44
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
Subject to the specific provisions of this Article 19, it is the
intent of the Parties that each Party shall be liable to the other
Party for any actual damages incurred by the non-breaching Party as a
result of the breaching Party's failure to perform its obligations in
the manner required by the Agreement.
19.2. Liability Restrictions.
----------------------
(a) SUBJECT TO SUBSECTION 19.2(c), IN NO EVENT, WHETHER IN CONTRACT
OR IN TORT (INCLUDING BREACH OF WARRANTY, NEGLIGENCE, STRICT
LIABILITY IN TORT AND WITH RESPECT TO MSDW's LIABILITY FOR
FAILURE TO PAY AMOUNTS DUE UNDER THIS AGREEMENT), SHALL A PARTY
BE LIABLE FOR INDIRECT OR CONSEQUENTIAL, EXEMPLARY, PUNITIVE OR
SPECIAL DAMAGES EVEN IF SUCH PARTY HAS BEEN ADVISED OF THE
POSSIBILITY OF SUCH DAMAGES IN ADVANCE.
(b) Subject to Subsection 19.2(c), each Party's total liability to
the other, whether in contract or in tort (including breach of
warranty, negligence, strict liability in tort and with respect
to MSDW's liability for failure to pay amounts due under this
Agreement) shall be limited in the aggregate, for all claims,
causes of action and occurrences:
(i) except as provided in Paragraph (b)(ii),{ * }
(ii) with respect to claims relating to any Discrete Service
Project, to an amount equal to { * } the particular Discrete
Service Project that is the subject of the claim. The term
"Discrete Service Project" means individual projects for
{ * } Services pursuant to { * } of the Agreement, under
which IBM performs { * } Services and where IBM does not
take { * } responsibility under the Agreement for the { * }
to which such Services primarily relate.
(c) The limitations set forth in Subsections { * } shall not apply
with respect to: { * }
(d) Each Party shall have a duty to mitigate damages for which the
other Party is responsible.
19.3. Force Majeure.
-------------
(a) No Party shall be liable for any default or delay in the
performance of its obligations under the Agreement if and to the
extent such default or delay is caused, directly or indirectly,
by fire, flood, earthquake, elements of nature or acts of God,
riots, civil disorders, rebellions or revolutions in any country,
or any other cause beyond the reasonable control of such Party;
provided, however, that the non-performing Party is without fault
in causing such default or delay, and such default or delay could
not have
45
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
been prevented by reasonable precautions and cannot
reasonably be circumvented by the non-performing
Party through the use of alternate sources,
workaround plans or other means (including with
respect to IBM by IBM meeting its obligations for
performing disaster recovery Services as described in
the Agreement) (any event for which a Party is not
liable for default or delay in the performance of its
obligations under this Subsection (a) a "Force
Majeure Event").
(b) In the event of a Force Majeure Event, the
non-performing Party shall be excused from further
performance or observance of the obligation(s) so
affected for as long as such circumstances prevail
and such Party continues to use its commercially
reasonable efforts to recommence performance or
observance whenever and to whatever extent possible
without delay. Any Party so delayed in its
performance shall immediately notify the Party to
whom performance is due by telephone (to be confirmed
in writing within five (5) calendar days of the
inception of such delay) and describe at a reasonable
level of detail the circumstances causing such delay.
(c) If any Force Majeure Event substantially prevents,
hinders, or delays performance of the Services
necessary for the performance of MSDW functions
reasonably identified by MSDW as critical for more
than { * }, then at MSDW's option:
(i) { * }
(ii) MSDW may terminate any portion of the
Services so affected { * } and the charges
payable under the Agreement shall be
equitably adjusted to reflect those
terminated Services; or
(iii) MSDW may terminate the Agreement { * } as of
a date specified by MSDW in a written notice
of termination to IBM; provided, however,
that MSDW may not terminate the Agreement or
any portion of the Services pursuant to
Subsections (ii) or (iii) of this Subsection
as long as IBM is performing those functions
reasonably identified by MSDW as critical.
If IBM is performing such functions
following a Force Majeure Event, then upon
sixty (60) calendar days' prior written
notice to MSDW, IBM may cease performing
such functions in which case MSDW may
terminate the Agreement or any portion of
the Services pursuant to Subsections (ii) or
(iii) of this Subsection. MSDW and IBM will
cooperate with each other to (A) identify a
process for minimizing IBM's costs and
expenses incurred by IBM as a result of any
Force Majeure Event.
20. DISPUTE RESOLUTION
46
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
Any dispute between the Parties arising out of or relating to the
Agreement, including with respect to the interpretation of any
provision of the Agreement and with respect to the performance by IBM
or MSDW, shall be resolved as provided in this Article 20.
20.1. Informal Dispute Resolution.
---------------------------
Prior to the initiation of formal dispute resolution
procedures, the Parties shall first attempt to resolve their
dispute informally, as follows:
(a) Upon the written request of a Party, each Party shall
appoint a designated representative who does not
devote substantially all of his or her time to
performance under the Agreement, whose task it will
be to meet for the purpose of endeavoring to resolve
such dispute.
(i) The designated representatives shall meet as
often as the Parties reasonably deem
necessary in order to gather and furnish to
the other all information with respect to
the matter in issue which the Parties
believe to be appropriate and germane in
connection with its resolution. The
representatives shall discuss the problem
and attempt to resolve the dispute without
the necessity of any formal proceeding.
(ii) During the coarse of discussion, all
reasonable requests made by one Party to
another for nonprivileged information,
reasonably related to the Agreement, shall
be honored in order that each of the Parties
may be fully advised of the other's
position.
(iii) The specific format for the discussions
shall be left to the discretion of the
designated representatives.
(b) Formal proceedings for the resolution of a dispute
pursuant to Section 20.2(a) may not be commenced
until the earlier of:
(i) the designated representatives concluding in
good faith that amicable resolution through
continued negotiation of the matter does not
appear likely; or
(ii) { * } after the initial written request to
appoint a designated representative pursuant
to Subsection 20.1(a) above (this period
shall be deemed to run notwithstanding any
claim that the process described in this
Section was not followed or completed).
This Section shall not be construed to prevent a Party from
instituting, and a Party is authorized to institute, formal
proceedings earlier to avoid the expiration of any applicable
limitations period, or to preserve a superior position with
respect to other creditors, or as provided in Section 20.2(b)
or Section 21.6.
20.2. Formal Dispute Resolution.
-------------------------
47
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
(a) If the Parties are unable to resolve any dispute as
contemplated by Section 20.1, either Party may file
an action to resolve any dispute, controversy or
claim.
(b) Immediate Injunctive Relief. The Parties agree that
---------------------------
disputes, controversies or claims between them shall
not be subject to Sections 20.1 where a Party makes a
good faith determination that a breach of the terms
of the Agreement by the other Party is such that a
temporary restraining order or other injunctive
relief is the only appropriate and adequate remedy.
If a Party files a pleading with a court seeking
immediate injunctive relief and this pleading is
challenged by the other Party and the injunctive
relief sought is not awarded in substantial part, the
Party filing the pleading seeking immediate
injunctive relief shall pay all of the costs and
reasonable attorneys' fees of the Party successfully
challenging the pleading.
(c) Jurisdiction. The Parties consent to the
------------
non-exclusive jurisdiction of competent { * } state
courts or federal courts in the { * } for all
litigation which may be brought with respect to the
terms of, and the transactions and relationships
contemplated by, the Agreement. The Parties further
consent to the jurisdiction of any state court
located within a district which encompasses assets of
a Party against which a judgment has been rendered
for the enforcement of such judgment or award against
the assets of such Party.
20.3. Continued Performance.
---------------------
Each Party agrees to continue performing its obligations under
the Agreement while any dispute is being resolved except to
the extent the issue in dispute precludes performance (dispute
over payment shall not be deemed to preclude performance).
20.4. Governing Law.
-------------
The Agreement and performance under it shall be governed by
and construed in accordance with the laws of State of { * }
without regard to its choice of law principles.
20.5. Limitations Period.
------------------
No Party may bring an action, regardless of form, arising out
of the Agreement after the earlier to occur of:
(a) the expiration of the applicable statutory limitations
period under applicable law; and
(b) { * } after the later of (i) the date the underlying
cause of action arose or (ii) the date such cause of
action was or should have been discovered by such Party.
48
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
21. TERMINATION
21.1. Termination for Cause.
---------------------
(a) In the event that IBM:
(i) Commits a material breach of the Agreement,
which breach is capable of being cured
within thirty (30) days and fails to cure the
breach within thirty (30) days after notice of
breach from MSDW to IBM;
(ii) Commits a material breach of the Agreement
which is not capable of being cured within
thirty (30) days and fails to (i) proceed
promptly and diligently to correct the breach,
(ii) develop within thirty (30) days following
written notice of breach from MSDW a complete
plan for curing the breach, and (iii) cure the
breach within sixty (60) days of notice thereof;
(iii) { * }
(iv) { * }
(v) Terminates or suspends its business;
then MSDW may, by giving written notice to IBM and as
of a date specified in such notice, terminate { * }.
(b) { * } and (ii) MSDW fails to cure such breach { * }
of written notice of such breach from IBM, then IBM
may, by giving written notice to MSDW, terminate the
Agreement as of a date specified in such notice of
termination.
21.2. { * }
21.3. Termination of SSAs and NSAs.
----------------------------
If MSDW is entitled to terminate the IPSS Services, Data
Network Services or Voice Services pursuant to Sections 21.1(a)
or 21.2, then as part of such termination, MSDW may also
terminate any SSAs, NSAs and International Agreements associated
with those Services being terminated, as designated by
MSDW. { * }
21.4. Extension of Termination Effective Date.
---------------------------------------
MSDW may extend the effective date of a termination by MSDW
one (1) time, at its sole discretion, provided that the
duration of such extension shall not exceed one hundred eighty
(180) days following the original effective date of termination.
For any notice or notices of such extension provided to IBM
within sixty (60) days of the actual date of termination, MSDW
shall reimburse IBM at its then current commercially available
rates for those additional resources
49
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
required as a result of MSDW's failure to provide such notice
or notices sixty (60) days prior to the actual date of
termination.
21.5. Termination/Expiration Assistance.
---------------------------------
(a) Commencing six (6) months prior to expiration of the
Agreement or on such earlier date as MSDW may
request, or commencing upon any notice of termination
{ * } or of non-renewal of the Agreement (including
notice based upon material breach by MSDW pursuant to
Section 21.1(b)), and continuing through the
effective date of expiration (as such effective date
may be extended pursuant to Section 4.2) or, if
applicable, through the effective date of termination
of the Agreement (as such effective date may be
extended pursuant to Section 21.3), IBM shall provide
to MSDW at no additional charge except as otherwise
provided in this Subsection (a), or at MSDW's request
to MSDW's designee, the reasonable
termination/expiration assistance requested by MSDW
to allow the Services to continue without
interruption or adverse effect and to facilitate
the orderly transfer of the Services to MSDW or its
designee (such assistance "Termination/Expiration
Assistance"). { * } [1 page]
(b) { * }
21.6. { * }
22. GENERAL
22.1. Binding Nature and Assignment.
-----------------------------
The Agreement shall be binding on the Parties as well as their
respective successors and permitted assigns. Neither Party
may, or shall have the power to, assign the Agreement or
delegate such Party's obligations under the Agreement without
the prior written consent of the other Party, such consent not
to be unreasonably withheld except that
(a) IBM may delegate its obligations under the Agreement
to { * } in accordance with Section 9.7 of the
Agreement;
(b) MSDW may assign its rights and obligations under the
Agreement without the approval of IBM to an entity
which acquires all or substantially all of the assets
of MSDW or to any subsidiary or Affiliate or
successor in a merger or acquisition of MSDW; and
(c) IBM may assign or transfer to a third party its
rights to receive payments from MSDW under the
Agreement.
In the event of an assignment of the Agreement, delegation of
a Party's obligations or assignment or transfer of rights to
receive payments as permitted by this Section, the assigning
Party shall remain obligated to perform its obligations under
the Agreement (including any obligations assigned or
delegated). In the
50
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
event of an assignment pursuant to (b) above, the rights
granted pursuant to { * } hereof shall continue thereafter to
apply in accordance with its terms and with respect to any
Software (including { * } Software) used by MSDW or any MSDW
Affiliate to provide Financial Transaction Services prior to
the merger or acquisition, including any subsequent
modification or enhancement to such Software within the scope
of the definition of Financial Transaction Services, but such
rights shall not apply with respect to any other existing or
new Software used by the assignee entity to provide Financial
Transaction Services.
22.2. Entire Agreement.
----------------
The Agreement constitutes the entire agreement between the
Parties with respect to the subject matter hereof and
supersedes all prior agreements (including the Previous
Agreement), whether written or oral, with respect to the
subject matter contained in the Agreement.
22.3. Notices.
-------
All notices, requests, demands, and determinations under the
Agreement (other than routine operational communications),
shall be in writing and shall be deemed duly given (i) when
delivered by hand, (ii) one business (1) day after being given
to an express, overnight courier with a reliable system for
tracking delivery, or (iii) six (6) business days after the
day of mailing, when mailed by United States mail, registered
or certified mail, return receipt requested, postage prepaid,
and addressed as follows:
-------------------------------------------------- ------------------------------------------
In the case of MSDW: With a copy to:
------------------- --------------
Xxxxxx Xxxxxxx Xxxx Xxxxxx Xxxxxx Xxxxxxx Xxxx Xxxxxx
0000 Xxxx Xxxx Xxxx 0000 Xxxxxxxx
Xxxxxxxxxx, Xxxxxxxx 00000 Xxx Xxxx, XX 00000
Attention: MSDW Contract Executive Attention: General Counsel
{ * }
-------------------------------------------------- ------------------------------------------
In the case of IBM: With a copy to:
------------------ --------------
International Business Machines International Business Machines
Corporation Corporation
000 Xxxxx Xxxxxxxxxx Xxxx Xxxxx 000
Xxxxxxxxxx, Xxxxxxxx 00000-0000 Xxxxxx, New York 10589
Attention: IBM Project Executive, Attention: General Counsel, IBM Global
MSDW Services
-------------------------------------------------- ------------------------------------------
A Party may from time to time change its address or designee
for notification purposes by giving the other Party prior
written notice of the new address or designee and the date
upon which it will become effective.
22.4. Counterparts.
------------
51
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
The Agreement may be executed in several counterparts, all of
which taken together shall constitute one single agreement
between the Parties.
22.5. Headings.
--------
The Article, Section, and Subsection headings of the
Agreement, and the table of contents of the Agreement, are for
reference and convenience only and shall not enter into the
interpretation of the Agreement.
22.6. Relationship of Parties.
-----------------------
IBM, in furnishing the Services, is acting as an independent
contractor. IBM has the sole right and obligation to
supervise, manage, contract, direct, procure, perform or cause
to be performed, all work to be performed by IBM under the
Agreement. IBM is not an agent of MSDW and has no authority to
represent MSDW as to any matters, except as otherwise
expressly authorized in the Agreement.
22.7. Severability.
------------
In the event that any provision of the Agreement conflicts
with the law under which the Agreement is to be construed or
if any such provision is held invalid by a court with
jurisdiction over the Parties, such provision shall be deemed
to be restated to reflect as nearly as possible the original
intentions of the Parties in accordance with applicable law.
The remainder of the Agreement shall remain in full force and
effect.
22.8. Consents and Approval.
---------------------
Except where expressly provided as being in the discretion of
a Party, where agreement, approval, acceptance, consent or
similar action by either Party is required under the
Agreement, such action shall not be unreasonably delayed or
withheld. An approval or consent given by a Party under the
Agreement shall not relieve the other Party from
responsibility for complying with the requirements of the
Agreement, nor shall it be construed as a waiver of any rights
under the Agreement, except as and to the extent otherwise
expressly provided in such approval or consent.
22.9. Waiver of Default; Cumulative Remedies.
--------------------------------------
(a) No waiver of any right, or discharge of any
obligation, under the Agreement shall be valid unless
in writing and signed by an authorized representative
of the Party against which such waiver or discharge
is sought to be enforced. A delay or omission by
either Party to exercise any right or power under the
Agreement shall not be construed to be a waiver of
such right or power. A waiver by either Party of any
obligation to be performed by the other Party or of
any breach by the other Party shall not be construed
to be a waiver of any succeeding obligation or
breach, or of any other obligation under the
Agreement.
52
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
(b) Except as otherwise expressly provided by the
Agreement, all remedies under the Agreement shall be
cumulative and in addition to and not in lieu of any
other remedies available to either Party at law, in
equity or otherwise.
22.10. Survival.
--------
Any provision of the Agreement which contemplates performance
or observance subsequent to any termination or expiration of
the Agreement (in whole or in part) shall survive any
termination or expiration of the Agreement (in whole or in
part, as applicable) and continue in full force and effect.
Without limiting the generality of the foregoing, Subsections
7.2(e) and 7.2(g) and Sections 7.9 and 7.10 shall survive any
termination or expiration of the Agreement (in whole or in
part). In the event of any conflict with any other provision
of this Agreement, Subsections 7.2(e) and 7.2(g) and Sections
7.9 and 7.10 shall control.
22.11. Public Disclosures.
------------------
All media releases, public announcements, and public
disclosures by either Party relating to the Agreement or the
subject matter of the Agreement, including promotional or
marketing material, but not including announcements intended
solely for internal distribution or disclosures to the extent
required to meet legal or regulatory requirements beyond the
reasonable control of the disclosing Party, shall be
coordinated with and approved by the other Party prior to
release. Notwithstanding the foregoing, IBM may list MSDW as a
customer, and MSDW may list IBM as an information technology
services provider, and each Party may describe in general
terms the services provided by IBM under the Agreement in
proposals and other marketing materials.
22.12. Service Marks.
-------------
Each Party agrees that it shall not, without the other Party's
prior written consent, use the name, service marks or
trademarks of such other Party.
22.13. Third Party Beneficiaries.
-------------------------
The Agreement is entered into solely between, and may be
enforced only by, MSDW and IBM. The Agreement shall not be
deemed to create any rights in third parties, including
suppliers and customers of a Party.
22.14. Amendment.
---------
This Agreement shall not be modified, amended or in any way
altered except by an instrument in writing signed by both
Parties.
22.15. Order of Precedence.
-------------------
It is the intent of the Parties that the language in the
documents making up the Agreement be construed to the maximum
extent possible so as not to create a
53
Services Agreement by and between MSDW and IBM effective as of July 1, 1999
Amended and Restated as of December 21, 2001
conflict among or between such documents. To the extent any
conflict among or between the documents making up the
Agreement cannot be resolved through application of the
foregoing rule, such conflict will be resolved in accordance
with the following order of precedence (in descending order of
precedence (i.e., starting with highest precedence and ending
with lowest precedence)):
(i) NSAs, International Agreements as well as SSAs
that were executed by the MSDW Contract
Executive;
(ii) The Schedules and exhibit 3 of the Previous
Agreement;
(iii) The Attachments to the Schedules;
(iv) The Annexes to the Attachments;
(v) The Services Agreement; and
(vi) SSAs and International Agreements not executed by
the MSDW Contract Executive.
22.16. Covenant of Good Faith.
----------------------
Each Party agrees that, in its respective dealings with the
other Party under or in connection with the Agreement, it
shall act in good faith.
XXXXXX XXXXXXX XXXX XXXXXX & CO. INTERNATIONAL BUSINESS
MACHINES CORPORATION
/s/ Xxxxxx X. Van Wyk /s/ Xxxx Xxxxx
By: _________________________ By: ___________________________
Xxxxxx X. Van Wyk Xxxx Xxxxx
Printed: ____________________ Printed: _______________________
54
SCHEDULE A
Services
1. DEFINITIONS ............................................................... ............. 1
1.1 Certain Definitions ................................................................ 1
1.2 Other Terms ........................................................................ 3
2. INFORMATION PROCESSING SYSTEMS AND SERVICES ("IPSS") AND RELATED OPERATIONS ............. 3
2.1 Operations ......................................................................... 3
2.2 Production Control and Scheduling .................................................. 6
2.3 Database Subsystem Support ......................................................... 7
2.4 Storage Management ................................................................. 8
2.5 Removable Media Management ......................................................... 10
2.6 Output Operations .................................................................. 11
2.7 Technical Support .................................................................. 12
2.8 Systems Management Controls ........................................................ 14
2.9 Hours of Operation ................................................................. 14
3. DATA NETWORK SERVICES ................................................................... 15
3.1 Data Network Engineering ........................................................... 15
3.2 Data Network Connectivity and Operations ........................................... 17
3.3 Data Network Moves, Adds and Changes ............................................... 20
3.4 Data Network Software Products ..................................................... 22
3.5 Other Data Network Services ........................................................ 22
3.6 Systems Management Controls ........................................................ 24
3.7 Hours of Operation ................................................................. 24
4. CROSS-FUNCTIONAL SERVICES ............................................................... 25
4.1 Technology Business Continuity Services ............................................ 25
4.2 Equipment Management and Support ................................................... 30
4.3 Systems Software Management and Support ............................................ 31
4.4 Applications Software Management and Support ....................................... 33
4.5 Asset Inventory and Tracking ....................................................... 33
4.6 Problem Management Services ........................................................ 33
4.7 Help Desk and IPSS Production Support Center Services .............................. 35
4.8 Information Security ............................................................... 38
4.9 Physical Security .................................................................. 41
4.10 Management Support and Advice ...................................................... 41
4.11 Training and Education ............................................................. 42
4.12 Chargeback ......................................................................... 42
4.13 Documentation ...................................................................... 43
4.14 Systems Management Controls ........................................................ 43
4.15 Application Software Standards ..................................................... 44
ATTACHMENT A-1: DATA NETWORK ACCESS CATEGORIES ............................................. A1 - 1
--------------
1. DEDICATED NETWORK ACCESS SERVICE CATEGORIES ............................................. A1 - 1
1.1 SNA Dedicated Data Network Access Services ......................................... A1 - 1
1.2 Optional SNA Services .............................................................. A1 - 3
1.3 Multiprotocol Network ("MPN") Dedicated Data Network Access Services ............... A1 - 7
1.4 Frame-Relay Dedicated Data Network Access Services ................................. A1 - 7
2. SWITCHED NETWORK ACCESS SERVICE CATEGORIES ............................................. A1 - 9
------------------------------------------
2.1 SNA Dial via 1-800-number .......................................................... A1 - 9
2.2 SNA Dial via 950-number ............................................................ A1 - 9
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-i Final Execution Copy
2.3 Asynchronous Dial via 1-800-number ................................................. A1 - 10
2.4 Asynchronous Dial via IBM Passport ................................................. A1 - 11
2.5 Bisynchronous Dial Access for EDI Services ......................................... A1 - 11
2.6 Asynchronous or Dial Access for EDI Services ....................................... X0 - 00
XXXXXXXXXX X-0: RESPONSIBILITY MATRICES .................................................... A2 - 1
--------------
1. INTRODUCTION AND DEFINITIONS ............................................................ A2 - 1
1.1 Introduction ....................................................................... A2 - 1
1.2 Definitions ........................................................................ A2 - 1
2. IPSS SERVICES RESPONSIBILITY MATRICES ................................................... A2 - 2
3. DATA NETWORK SERVICES RESPONSIBILITY MATRICES ........................................... A2 - 7
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-ii Final Execution Copy
1. DEFINITIONS
1.1 Certain Definitions.
-------------------
As used in this Schedule A:
(a) "Available for Use" shall have the meaning set forth in
Schedule B.
(b) "Configuration" means the resources (including IBM Equipment and
Software) that provide Services during a Disaster.
(c) "DASD Class of Service" means any of the following classes of
Service:
(i) "DASD Work" means DASD storage that uses high-performance
DASD and controllers with sufficient cache and that is
available for work or temporary storage (i.e., files that
exist less than 24 hours).
(ii) "DASD Permanent" means DASD storage that uses
high-performance DASD and controllers with sufficient cache
and that is available for permanent storage (i.e., files
that exist 24 hours or more).
(iii) "DASD ML1" means DASD storage that uses data compression to
store data migrated from DASD Permanent storage, and that
upon a request for such data, uncompresses and copies
requested data to DASD Permanent storage for quick access.
Data stored on DASD ML1 storage may be migrated to DASD ML2
storage based on the usage activity of the data.
(iv) "DASD ML2" means managed tape storage that uses data
compression to store data migrated from DASD ML1 storage,
and that upon a request for such data, uncompresses and
copies requested data to DASD Permanent storage for quick
access.
(d) "Data Center" shall mean any IBM Facility from which IBM provides
IPSS Services, including the following IBM Facilities:
(i) { * };
(ii) { * }; and
(iii) { * }.
(e) "Data Network" shall mean the Equipment (other than MSDW
Equipment, and including communication controllers, multiplexors,
lines, modems CSUs/DSUs), associated attachments, features and
accessories, Software, telecommunications facilities, lines,
interconnect devices, wiring, cabling and fiber that are used to
create, connect and transmit data signals between and among: (i)
MSDW's LANs; (ii) the Data Centers, (iii) MSDW End User locations
and (iv) non-MSDW locations that do business with MSDW (each a
"Data Network Location"). The Data Network commences with and
includes WAN interconnect
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-1 Final Execution Copy
equipment (e.g., router, CSU/DSU, dial-up modem, dial backup
equipment) at a Data Network Location and ends with and includes
the WAN interconnect equipment at another Data Network Location.
The Data Network does not include MSDW LANs.
(f) "Data Network Maintenance Window" shall mean a { * } period on {
* } from { * } through { * } Eastern Time, except during the
month-end processing period or annual year-end system change
moratorium period reasonably specified by MSDW (e.g., { * }),
unless otherwise mutually agreed by the Parties. Certain
obligations relating to the Data Network Maintenance Window are
set forth in Section 3.2(j) of this Schedule A.
(g) "Disaster" means any unplanned interruption of the Services that
meets the criteria specified for a disaster set forth in the
Technology Business Continuity Plan.
(h) "End User" means any recipient or user of a Service.
(i) "Help Desk" shall have the meaning set forth in Section 4.7 of
this Schedule A.
(j) "IPSS Maintenance Window" shall mean { * } from { * } through { *
} Eastern Time, except during the month-end processing period or
annual year-end system change moratorium period reasonably
specified by MSDW (e.g., { * }), unless otherwise mutually agreed
by the Parties. Certain obligations relating to the IPSS
Maintenance Window are set forth in Section 2.1(l) of this
Schedule A.
(k) "Local Area Networks" or "LANs" shall mean the equipment,
software, telecommunications facilities, lines, interconnect
devices (e.g., bridges, routers, hubs, switches, gateways),
wiring, cabling and fiber that are used to create, connect and
transmit data within and among MSDW's local area network
segments. LANs commence with the interface to a Data Network
interconnect device (e.g., router) and end with and include the
LAN interface points (e.g., network interface cards ("NICs"))
that are in LAN-connected equipment (e.g., desktop equipment,
servers).
(l) "Mainframe" shall mean any computing platform (inclusive of CPU)
generally regarded by the computing industry during the Term as
being mainframe technology, including any system based on the IBM
System 390 architecture and related/supporting peripherals (e.g.,
channel extenders, front-end processors, DASD, tape storage)
connected or linked thereto.
(m) "MSDW Business Unit" shall have the meaning set forth in Schedule
B.
(n) "Problem" has the meaning set forth in Schedule B.
(o) "Processing Class of Service" means, with respect to "Class A
Work", "Class B Work" or "Class C Work" (as such terms are
defined in Schedule C), the level of service corresponding to
such work as described in Schedule C.
(p) "Recovery Center" means any Data Center at which Services are to
be provided during a Disaster.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-2 Final Execution Copy
(q) "Recovery Class of Service" means any of the following classes of
Service:
(i) "Class 1" Service means, with respect to an Application,
recovery by IBM of the corresponding environments and
resources for which IBM is responsible such that MSDW may
recover such Application within { * };
(ii) "Class 2" Service means, with respect to an Application,
recovery by IBM of the corresponding environments and
resources for which IBM is responsible such that MSDW may
recover such Application within { * };
(iii) "Class 3" Service means, with respect to an Application,
recovery by IBM of the corresponding environments and
resources for which IBM is responsible such that MSDW may
recover such Application within { * } { * }; and
(iv) "Class 4" Service means, with respect to an Application,
recovery by IBM of the corresponding environments and
resources for which IBM is responsible such that MSDW may
recover such Application within { * }.
(r) "Severity Level" shall have the meaning set forth in Schedule B.
(s) "Technology Business Continuity Plan" or "TBCP" shall have the
meaning set forth in Section 4.1(a) of this Schedule A.
1.2 Other Terms.
-----------
Capitalized terms not defined in this Schedule A shall have the
meaning given them in elsewhere in the Agreement.
2. INFORMATION PROCESSING SYSTEMS AND SERVICES ("IPSS") AND RELATED OPERATIONS
IBM shall be responsible for providing data processing services, including
operations, production control and scheduling, storage management, media
management, output operations and technical support for MSDW's mainframe
technology environment. IBM's responsibilities with respect to the IPSS
Services shall include the responsibilities described in this Article 2.
2.1 Operations.
----------
IBM shall be responsible for performing processing operations
functions as necessary to run Applications Software and Systems
Software and in accordance with the Processing Class of Service
designated by MSDW. IBM will provide a processing environment
(including Equipment and Software) and an operations support
environment for executing Applications (e.g., batch and on-line
workloads). The processing environment will provide for each
Processing Class of Service, and IBM will provide, at a minimum the
corresponding resources to be provided to a job based upon the
Processing Class of Service designated by MSDW. MSDW Applications
shall conform to Applications Software standards set forth in the
Procedures Manual. IBM's responsibilities with respect to operations
shall include the following:
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-3 Final Execution Copy
(a) Providing master console operations, including monitoring
activities (such as monitoring of alarm systems and environmental
controls), and transmitting and receiving information to and from
outside organizations.
(b) Providing support for production, development, testing, quality
assurance and training environments. Online systems and
Applications for such environments shall be available for access
during scheduled hours. On-line regions shall be Available for
Use and operating properly. On-line transactions shall be
processed as designed. IBM shall maintain the integrity of such
environments.
(c) Making available, monitoring and processing on-line and batch
Applications, including scheduled, and on-request Applications
delivery functions. IBM shall monitor the delivery of external
data transmissions required to complete the production batch
cycle. IBM shall monitor successful batch processing completion.
(d) Completing MSDW-defined processing within scheduled time periods.
(e) Implementing changes to processing on a one-time or recurring
basis as requested by MSDW, including requests in the form of
special operating instructions and change request authorizations.
(f) Issuing operator commands using designated tools.
(g) Developing and documenting automated console operations
procedures.
(h) Monitoring performance of on-line interactive traffic and taking
appropriate action to resolve on-line system related problems.
(i) Operating and supporting Systems Software and Applications
Software to support the operating schedules of MSDW.
(j) Proactively preparing for processing deadlines to meet
Performance Standards.
(k) Responding promptly to requests from authorized MSDW personnel
for priority job execution.
(l) Performing regularly scheduled and emergency system maintenance
in accordance with the Change Control Procedures, the Procedures
Manual and the following:
(i) Maintenance shall be performed during the IPSS Maintenance
Window; maintenance outside of the IPSS Maintenance Window
may be performed only as approved by MSDW. IBM will work
with MSDW, and where possible, accommodate MSDW's business
requirements, in scheduling maintenance during the IPSS
Maintenance Window.
(ii) At MSDW's request and upon reasonable notice, IBM shall
change the schedule for the IPSS Maintenance Window,
provided that IBM is not materially adversely affected by
such change.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-4 Final Execution Copy
(iii) Upon MSDW's request and { * } advance written notice to IBM
or upon less notice as otherwise agreed upon by the
Parties, IBM shall schedule and accommodate MSDW
maintenance activity during the earliest Maintenance Window
after such notice.
(iv) IBM shall give MSDW advance notice of routine maintenance,
to be performed during the IPSS Maintenance Window, that
may affect the Services.
(v) Systems shall be unavailable during the IPSS Maintenance
Window only to the extent necessary for systems maintenance
purposes; provided, however, that IBM will maintain at
least one copy of { * } authorization and routing regions,
as well as the TCP/IP stack on the host corresponding to
such regions, Available for Use for each applicable MSDW
Business Unit in at least one Data Center at all times for
transaction routing purposes, including as necessary to
enable data exchange between the host interface to the
Marquee processors, and routers connected to such host, via
the TCP/IP socket on such host. Any maintenance of { * }
authorization and routing regions or the TCP/IP stack on
the host corresponding to such regions shall be staggered
among Data Centers such that the requirements described in
this Subsection (v) are satisfied. Before conducting any
such maintenance, IBM shall verify that the requirements
described in this Subsection (v) are satisfied. IBM shall
promptly notify MSDW Business Unit personnel designated by
MSDW from time to time of any maintenance conducted outside
of the IPSS Maintenance Window affecting the { * }
authorization and routing regions or the TCP/IP stack on
the host corresponding to such regions.
(m) Logging off users in accordance with the Procedures Manual.
(n) Initiating and terminating utilities in accordance with the
Procedures Manual.
(o) Canceling CICS transactions in accordance with the Procedures
Manual.
(p) Providing access to, and software and data compatibility with,
external systems as required by MSDW.
(q) Supporting the introduction of new systems, platforms and
Applications in a controlled manner by, among other things:
interfacing between the MSDW Business Units implementing the
change and the production support function; facilitating the
orderly turnover of systems, platforms and Applications;
enforcing Systems Software documentation standards; updating task
list and run sheets; informing appropriate IBM and MSDW staff of
the changes to the environment; and providing coordination of the
implementation, integration, testing and acceptance of the new
systems, platforms and Applications.
(r) Maintaining, updating and reviewing for adherence to the
Procedures Manual (including operational procedures and
standards), the operational documentation for operations
procedures and services and Applications procedures that affect
operations.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-5 Final Execution Copy
(s) Utilizing proven systems management control methodologies in the
implementation and operation of processing for MSDW. These
methodologies include the tools, techniques and procedures
required for planning, performance measurement, and employing
appropriate operational controls.
(t) Supplying and operating the Application Software specified in
Schedule E as part of the IPSS processing environment, in
accordance with Schedule E.
2.2 Production Control and Scheduling.
---------------------------------
IBM shall be responsible for performing and integrating production
control and scheduling functions. Production processing shall run on a
{ * } schedule except to the extent constrained during the IPSS
Maintenance Window. IBM's responsibilities with respect to production
control and scheduling shall include the following:
(a) Implementing overall processing schedules and running and
monitoring such processing pursuant to such schedules. IBM shall
be responsible, with MSDW's assistance, for resolving scheduling
conflicts and otherwise integrating these schedules in accordance
with policies established by MSDW and subject to MSDW directing
otherwise.
(b) Maintaining production schedules, completing processing within
mutually agreed-upon time periods and cooperating with MSDW in
responding to special processing requests and new processing
requirements.
(c) For MSDW scheduling modifications, run a test plan to identify
any problems and notify MSDW to make corrections so that on-line
Applications dependent on batch processing and batch processing
outputs will be Available for Use as scheduled and processing
windows are used effectively.
(d) IBM shall update the scheduler database as requested by MSDW to
reflect changes to the production environment. IBM shall monitor
scheduler-related incidents, and develop and recommend
refinements and revisions to the scheduler database;
(e) Completing scheduled batch processing in the correct sequence and
on time. To achieve successful batch throughput, IBM shall, among
other things, verify that machine resources are effectively
balanced, perform trend analysis to highlight production
problems, and establish predetermined action and escalation
procedures when batch window problems are encountered.
(f) Responding promptly to requests from an authorized MSDW
representative for priority job execution. IBM shall, in
coordination with the appropriate MSDW Business Units, and modify
schedules to accommodate special requests. MSDW will schedule and
coordinate End User test time.
(g) Upon MSDW's request, IBM shall update MSDW with respect to the
impact of special requests on the timing of other tasks and any
other affected provisions of the Agreement. IBM shall process all
special request activities within the requested time frames and
in the sequence MSDW defines.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-6 Final Execution Copy
(h) Assimilating new Applications and batch jobs into the environment
according to schedules provided by MSDW.
(i) Following JCL standards in (i) supporting, creating, and testing
JCL; and (ii) defining proper usages of tape, files and forms.
IBM and MSDW shall establish and document standards for
production jobs.
(j) Using an automated job scheduler, IBM shall document Application
job streams indicating available file usages upon MSDW request.
(k) Monitoring data transfers and condition codes to verify proper
Applications executions.
(l) Consistent with processing window requirements, resolving
abnormal terminations ("ABENDs") (including those caused by
conditions external to production programs, such as disk or tape
problems) in a timely manner, executing reruns as requested by
MSDW, and performing job restarts in accordance with requirements
provided by MSDW. Back-out procedures shall be successfully
executed by IBM in accordance with MSDW's directives.
(m) Providing ongoing analysis of ABEND and problem trends and
initiating corrective actions with the appropriate support or
development personnel.
(n) Working with MSDW, IBM will maintain and manage an escalation
process for batch job streams to be invoked should deadlines not
be met.
(o) Confirming the successful receipt of incoming files and the
successful transmission of outgoing files.
2.3 Database Subsystem Support.
--------------------------
IBM's responsibilities with respect to physical and logical database
support shall include the following:
(a) Configuration and Implementation.
(i) Providing for the configuration and implementation of
multiple production and test database subsystems as well as
related subsystems including distributed facility, stored
procedures and other features as they become available
(such subsystems collectively the "Database Subsystems"),
each as required by MSDW.
(ii) Providing technical advice and support with respect to
areas for which IBM is responsible to Applications
maintenance and development personnel as may be required.
Such support shall include performing operating system and
database performance tuning.
(iii) Testing and implementing changes to the Database Subsystem
environments.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-7 Final Execution Copy
(iv) Installing and maintaining database management systems (and
upgrades to such systems).
(b) Database Management.
Maintaining, operating, and upgrading, as necessary, automated
monitoring tools to monitor Database Subsystem performance. IBM
shall monitor the Database Subsystems on a frequent and regular
basis to check for integrity, space utilization or performance
problems. IBM shall provide adequate disk space and memory
capacity as required by MSDW to meet business growth.
(c) Database Maintenance and Support.
(i) Modifying operating system parameters and physical database
characteristics as required, including as necessary to
enhance efficiency and further limit outages and other
problems.
(ii) Providing database capacity planning and correcting
problems caused by lack of capacity (e.g., full log files,
buffers and other system-wide facilities) in a timely
manner.
(iii) Regularly monitoring the status of the database management
systems and advising MSDW in writing regarding upgrades and
releases thereto and the timing thereof. Subject to Section
3.4 of the Agreement, IBM shall be required to support
multiple releases of the same database management systems
as necessary to provide access to MSDW Data stored in such
systems and maintain compatibility with overlying database
applications.
(iv) Performing Database Subsystem shutdowns and restarts as
required.
(v) Perform Database Subsystem changes as requested by MSDW.
(d) Administrative Support.
Identifying product and enhancement opportunities for improved
Database Subsystem performance, and notifying MSDW of these
opportunities. IBM shall recommend and implement conversion to new
database management systems.
2.4 Storage Management.
------------------
IBM shall be responsible for managing the storage of Software and the
resources used to store data created by such Software in a manner that
will maintain the availability and protect the integrity of such
Software and data stored on such resources. IBM's responsibilities
with respect to storage management shall include the following:
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-8 Final Execution Copy
(a) Backup and Restore.
------------------
(i) Maintaining, updating, and implementing backup and restore
processes and procedures so as to recover Software and the
resources used to store data created by such Software from an
outage or corruption in a timely manner. Such procedures and
processes shall provide for the following: (A) incremental
daily backup of Software (i.e., backup of Software only to the
extent modified since the most recent backup), as well as full
weekly backup of Software on production systems, and on
non-production systems (e.g., development systems); (B)
off-site storage of Software and data for recovery purposes;
(C) regular tests of backup and restore processes as
appropriate; and (D) maintenance of reserve DASD capacity to
provide adequate backup for emergency situations (e.g., to
restore damaged DASD Equipment) and normal operation. In
addition, appropriate backups will be taken prior to and after
major Software upgrades or changes and after significant
Application processing periods.
(ii) Performing regularly scheduled system backups within
pre-defined backup windows and as otherwise approved by MSDW.
IBM shall conduct backup processes and procedures so as not to
adversely impact scheduled operations.
(iii) Restoring lost or damaged files from file backups for files
under IBM's control.
(iv) Providing recommendations to MSDW regarding backup and recovery
considerations, such as improved levels of protection and
efficiencies.
(v) With prior notification from MSDW, retrieving, re-installing
and returning off-site stored data within the time frames
designated by MSDW.
(vi) Pursuing improvements in backup capabilities, procedures and
tools, including implementing redundancy measures where
required.
(b) Administration.
--------------
(i) Providing MSDW with requested documentation of data constructs
(e.g., files, tables, warehouses), including name and
utilization statistics.
(ii) Maintaining adequate space allocation for processing.
(iii) Monitoring MSDW's disk space utilization and requirements on a
monthly basis and reporting such utilization and requirements
on a quarterly basis.
(iv) Managing DASD in accordance with the DASD Class of Service
designated by MSDW. IBM's responsibilities shall include
monitoring and controlling storage performance, assigning and
initializing DASD volumes, determining Systems Software data
set and volume placement, setting and maintaining DASD resource
efficiency, maintaining
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-9 Final Execution Copy
established DASD standards, maintaining space requirements
according to MSDW forecasts, remaining current in DASD
technology and management products, defining requirements as
necessary to provide off-site storage Service as requested
by MSDW catalog management, and Systems Software data
migration management.
(c) Maintenance.
-----------
IBM shall monitor storage systems for reliability and
malfunctions, perform rebuilds on crashed volumes and
initialize new volumes.
2.5 Removable Media Management.
--------------------------
IBM shall be responsible for managing removable media (e.g., tape),
both on- and off-site, and media operations (including media library
operations). IBM's responsibilities with respect to media management
shall include the following:
(a) Responding to and completing requests for media mounts
(including scratch mounts and specific tape mounts) as
necessary to support operational activities and Applications.
Tape mounts may be delivered through standard tape mount
handling, through automated tape mount handling or through
large tape library handling systems.
(b) Operating and supporting media management systems, tools and
methodologies.
(c) Storing media and appropriate related documentation, coding
such media in accordance with the Procedures Manual, and
vaulting the same at secure off-site vault storage consisting
of a physically and environmentally controlled and protected
area with fire protection and physical security to prevent
unauthorized access, as provided for elsewhere in the
Agreement.
(d) Executing off-site media storage procedures, including: logging
and tracking of media on- and off-site, compliance with
physical specifications, retention periods, required rotation
of media, security and retrieval of off-site media as necessary
to support operational activities and Applications. Off-site
vault storage also includes packaging and transportation of
media to and from storage and remote computer recovery centers.
(e) Following, maintaining, and updating procedures governing
cycling/rotation of media and media retention periods
(including for auditing purposes). For media identified by MSDW
as being required by the IRS to be retained on a long-term
basis, IBM will maintain such media in accordance with MSDW's
requirements.
(f) Effectively tracking, managing, communicating and resolving
media exceptions.
(g) Notifying the media storage provider when it is time to return
media.
(h) Maintaining the integrity of the media library system. IBM
shall monitor media for reliability and see that read/write
errors are kept to a minimum.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-10 Final Execution Copy
(i) Maintaining media technology capability for archived (history)
media and exchange with external clients and vendors.
(j) Monitoring media Equipment for malfunction. IBM shall properly
clean and maintain Equipment at required intervals to minimize
problems and outages.
(k) Maintaining adequate supplies for the media environment and
sufficient scratch media to fulfill operational needs. IBM
shall initialize new media.
(l) Monitoring MSDW's media utilization and requirements on a
monthly basis and reporting such utilization and requirements
on a quarterly basis.
(m) Maintaining a media management system in place to properly
manage media in storage and preparing them for shipment to the
contingency site.
(n) Maintaining media management products and resources to the
extent necessary to perform media operations and media
administration functions in order to maintain access to
historical data from existing media management systems.
(o) Reviewing, and providing MSDW with the capability to monitor,
compliance with physical specifications, retention periods,
storage requirements and security.
(p) Preparing media for mailing.
2.6 Output Operations.
-----------------
IBM shall manage and administer the print and fiche services. IBM's
responsibilities with respect to output operations shall include the
following:
(a) Producing output on time and within defined quality standards,
including reasonable visual quality and readability for printed
output (e.g., proper form alignment, ribbon quality, and
adjustment of the printer). Remote print files shall be current
and available for printing on time.
(b) Printing, breaking down, separating, collating and delivering
output to the agreed-upon output destination.
(c) Checking production job outputs and print queues; changing job
priorities; taking printers in and out of service; and
displaying, starting, spooling and draining printers.
(d) Managing print distribution including by manipulating job
priorities in print queues as required to support End User
requirements; backing up print queues; and restoring and
transmitting prints. IBM also shall take such steps as are
necessary to restart or recover from outages or print
blockages.
(e) Monitoring output for layout and physical appearance.
(f) Creating original microfiche, developing microfiche copies, and
producing microfiche tapes and microfiches, each having
reasonable visual quality and readability and within required
timeframes.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-11 Final Execution Copy
(g) Cleaning and maintaining Equipment at required intervals to
minimize outages.
(h) Developing and maintaining print forms libraries/inventories.
Designing, developing, testing and incorporating new forms into
system libraries.
(i) Supporting implementation of custom designs.
(j) Provisioning local stock and supplies, storing print output
forms and supplies, and proactively monitoring and replenishing
consumable materials.
(k) Keeping MSDW's forms and supplies confidential and keeping
output in a secure area.
(l) Destroying all unusable copies of output and reports, including
carbons, or delivering such materials to MSDW for proper
disposition.
(m) Define and document the names associated with remote and local
print service classes that have similar behavioral
characteristics or similar business needs. These names will be
defined for
(i) Sysout classes;
(ii) FCB, PageDef, FormDef names; and
(iii) Dest Local and Global names.
2.7 Technical Support.
-----------------
IBM shall be responsible for performing technical support. IBM's
responsibilities with respect to technical support shall include the
following:
(a) Providing technical support, advice, and interfacing with
respect to the environments and Services for which IBM is
responsible as necessary for the MSDW applications development
and maintenance staff to perform work on applications software,
including responding promptly to applications development
requests for CICS changes.
(b) Providing reasonable assistance related to product research,
project support, and advice on Application tuning, efficiency
and functionality improvements.
(c) Developing, implementing and maintaining interfaces necessary
for MSDW systems otherwise used in the provision of the
Services to communicate with external entities, as mutually
agreed and subject to Section 12.4 of the Agreement (New
Services).
(d) Performing capacity planning, including: monitoring system use
and capacity; forecasting resource requirements; implementing
and utilizing tools, techniques and facilities for capturing
and reporting relevant system utilization data; analyzing and
reporting resource trends; analyzing workload capacity; and
coordinating projects to install additional resources as
required.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-12 Final Execution Copy
(e) Performing configuration planning and management functions,
including: developing a strategy and configuration for CPU,
DASD, output processing and media; developing a plan for
availability and flexibility for performance.
(f) Providing regular monitoring and reporting of system
performance and utilization.
(g) Monitoring and improving performance through: system
performance tuning; Application technical consulting; system
performance reviews and recommendations.
(h) Performing analysis to improve use of batch production
resources, executing mass JCL changes for programmers and
customers, and enforcing JCL standards.
(i) Recommending job scheduling changes to improve Application job
stream effectiveness and mass JCL and programming changes to
take advantage of new technologies.
(j) Providing technical support and advice for various products and
application roll-outs with respect to the environments and
Services for which IBM is responsible, including analyzing
applications resource requirements.
(k) Providing support and set-up services for electronic
connections to external entities. IBM shall provide system
capabilities (e.g., reformatting, encryption) to accept and
exchange Electronic Data Interchange ("EDI") and other
electronic transactions with third parties identified by MSDW,
subject to Section 12.4 of the Agreement (New Services).
(l) On an ongoing basis, enhancing processing capabilities and
efficiencies through system tuning, load balancing and other
run time improvements. IBM shall perform regular monitoring of
utilization needs.
(m) Proposing capacity planning models and methodologies to MSDW
and addressing MSDW's business and technology forecasts as part
of its planning model.
(n) Formally reviewing capacity requirements as part of MSDW's
normal business planning cycle.
(o) Assisting MSDW in forecasting MSDW's capacity requirements in
response to projected MSDW business needs on an annual basis,
or as MSDW may request. IBM shall monitor and validate capacity
forecasts against MSDW's actual utilization and report on
resource usage trends.
(p) Revising the capacity planning model based on actual
performance.
(q) Providing, managing and maintaining the processing and storage
capacity (including through the provision of IBM Equipment)
necessary to provide the Services. IBM shall make required
capacity adjustments (increases or decreases) based on MSDW's
requirements for the Services.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-13 Final Execution Copy
(r) Monitoring and tuning overall performance of the
systems environment including the installation of
tools/products as appropriate to improve the delivery
of the Services.
(s) Developing technical standards for the Services in
conjunction with MSDW personnel.
(t) Providing systems programming and systems utility
support.
(u) Maintaining production, development, quality assurance
and training environments that allow testing of new
Systems Software releases and Application releases.
(v) Monitoring system operations and providing prompt
response to problems. IBM shall resolve problems
related to missing designated times for critical
deadlines, interfaces, or batch completions.
(w) Operating the systems so as to comply with the
designated times for critical deadlines, interfaces,
or batch completions.
2.8 Systems Management Controls.
---------------------------
Except as otherwise provided by the Procedures Manual, and
without limiting IBM's other responsibilities as set forth in
the Agreement, IBM will design, implement, use and administer
the following Systems Management Control disciplines as the
standard set of procedures for managing the IPSS Services:
(a) Availability Management. IBM will coordinate the
-----------------------
appropriate skills, information, tools and procedures
required to manage the availability of interactive
networks and their supporting hardware and software
components.
(b) Batch Management. IBM will control production batch
----------------
work including the scheduling of resources, the
processing of data and transactions and the
distribution of data output/information between End
Users. IBM will perform and control setup and
scheduling in accordance with established operational
procedures.
(c) Online Management. IBM will install, integrate and
-----------------
configure the online Software platforms required to
run and manage online Applications Software. IBM will
coordinate and provide appropriate skills to perform
day-to-day operational task as associated with
running the production online environments.
2.9 Hours of Operation.
------------------
The IPSS Services and related operations described in this
Article 2 shall be provided {*}, except during the IPSS
Maintenance Window subject to IBM's obligations with respect
to the Maintenance Window set forth in Section 2.1(l) of this
Schedule A.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
Final Execution Copy
A-14
3. DATA NETWORK SERVICES
IBM shall be responsible for the operation, administration and
management of the Data Network, including network engineering, network
connectivity and operations. IBM shall provide access to the Data
Network that will permit access to Applications from remotely located
terminals and workstations. IBM will provide dedicated and switched
access to the Data Network through the use of a Systems Network
Architecture ("SNA") environment using Virtual Telecommunications
Access Method ("VTAM") and Network Control Program ("NCP") Software
programs. In addition to the SNA environment described above, IBM shall
also provide access to (a) a Multiprotocol Network ("MPN") by means of
a router-connected private backbone that provides transport for a
variety of protocols including TCP/IP, and (b) mainframe or host
Applications via frame relay-based Managed Data Network Services (such
Services "MDNS").
3.1 Data Network Engineering.
------------------------
IBM shall be responsible for providing Data Network
engineering. IBM's responsibilities with respect to Data
Network engineering shall include the following:
(a) Supporting the development of a clear, concise,
strategic direction for the Data Network. Data
Network standards and architecture decisions
(including a change in means of transport) shall be
compatible with MSDW's requirements. IBM shall also
provide technical advice to MSDW in the development
of plans, management of expectations, and promotion
of successful project implementations.
(b) Monitoring and managing Data Network performance. IBM
shall maintain Data Network performance management
and monitoring processes and tools to provide regular
performance and capacity monitoring/reporting. IBM
shall identify opportunities for improving the
overall efficiency of Data Network Services.
(c) Managing the capacity and configuration of the Data
Network. This includes, as applicable, monitoring and
tuning the Data Network for efficiency, conducting
Data Network benchmarks and thresholds, load
balancing Data Network traffic, scaling the
infrastructure (e.g., sizing data lines and providing
the facilities and equipment to provide necessary
bandwidth) in response to then-existing or forecasted
levels of demand for the Services, configuring
requirements and coordinating with service and supply
vendors.
(d) Evaluating the principal performance indicators of
Data Network operation, verifying Performance
Standards, including as applicable identifying
bottlenecks and establishing and reporting on trends
for decision making and planning. These measurements
may take the form of overall throughput, percent
utilization, error rates, or specific performance
measurements such as packets per second. Measurements
will include both peak and average levels.
(e) Identifying future loads on the Data Network that
could impact performance and developing forecasts of
Data Network growth and other changes in response to
the projected business needs of MSDW.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-15 Final Execution Copy
(f) Monitoring the utilization of circuits to determine
appropriate sizing and port speed given the topology
of the Data Network and MSDW's usage patterns. IBM
shall also provide utilization reports quarterly and
otherwise when appropriate or as reasonably requested
by MSDW. IBM shall evaluate circuit utilization and
recommend upgrading, downsizing, or elimination as
appropriate.
(g) Maintaining high levels of Data Network circuit
quality. If MSDW believes that the quality of a Data
Network circuit has degraded, but not to such an
extent that MSDW considers the circuit to not be
Available for Use (as defined in Schedule B), IBM
shall investigate the reported problem using
non-intrusive testing methods and attempt to remedy
any quality degradation in the circuit. However, if
remedying the circuit problem would require IBM to
take the circuit out of service, IBM shall notify
MSDW and shall not take the circuit out of service
without prior authorization from MSDW.
(h) Performing Data Network optimization analyses on a
regular basis. At a minimum, such analyses shall be
performed following any major Data Network migrations
or changes. IBM shall work with MSDW to achieve
MSDW's optimization objectives as identified by MSDW
and as mutually agreed.
(i) Providing technical advice to MSDW with respect to
the environments and Services for which IBM is
responsible regarding: (A) applications development
so that applications being developed perform
effectively on the Data Network; and (B) optimizing
the utilization of applications utilizing the Data
Network.
(j) Providing systems engineering support for the Data
Network.
(i) IBM shall perform engineering functions
related to ordering, upgrading, and
installing Data Network circuits, software
and equipment.
(ii) IBM shall perform Data Network planning and
design activities, to include circuit layout
and establishing Data Network Services
design criteria and standards with MSDW
approval. IBM shall develop and recommend an
overall Data Network Services architecture
addressing MSDW's business strategies.
(iii) IBM shall maintain, and provide to MSDW upon
MSDW's request, Equipment inventories with
respect to the Data Network, location lists,
and other Data Network documentation and
information.
(iv) IBM shall verify restoration of Availability
following problems with Data Network
circuits or Equipment operated by IBM.
(v) Subject to Section 12.4 of the Agreement,
IBM shall perform Data Network modifications
as required to maintain compliance with
regulatory changes applicable to the Data
Network. IBM shall be responsible for
performing such Data Network modifications
within reasonable timeframes for compliance.
(vi) Where IBM's third party suppliers or
subcontractors must make modifications to
their service or technology platform
(including as
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-16 Final Execution Copy
necessary to achieve interoperability with
existing Equipment operated by IBM and
Software), IBM shall oversee these
activities, verify that they are performed
within reasonable timeframes, and provide
progress reports to MSDW as part of the
Change Control Procedures and otherwise upon
the reasonable request of MSDW.
(k) Performing network administration and documentation
functions, including: installing Equipment with
respect to the Data Network for which IBM has
operational responsibility; verifying usage-based
communications charges; monitoring network traffic;
maintaining documentation of routers, bridges and hub
configurations; establishing network procedures and
standards; and maintaining network map for the Data
Network. IBM shall maintain Data Network diagrams for
the Services.
3.2 Data Network Connectivity and Operations.
----------------------------------------
IBM shall be responsible for Data Network connectivity and
operations. IBM's responsibilities with respect to Data
Network connectivity and operations shall include the
following:
(a) Providing dedicated and switched access to the Data
Network, including as described in Attachment A-1;
(b) Proactively managing and monitoring the Data Network
through the use of a network monitoring system,
including monitoring of circuit quality and
utilization. IBM shall continue to provide to MSDW
display-only access to the network monitoring system
utilized by IBM.
(c) Keeping the Data Network available and functioning
properly with reliable quality.
(d) Maintaining and supporting Data Network components,
including:
(i) Supporting SNA, VTAM, Netview, NPM, VPS, NDM,
Supersession and mainframe TCP/IP, as
applicable; and
(ii) Providing hardware maintenance for front-end
processors, local and remote controllers,
remote bridges and gateways (e.g., installing
micro code upgrades and releases in
controllers and front-end processors).
(e) Tracking, managing, communicating and resolving Data
Network exceptions.
(f) Maintaining and providing Data Network documentation
for IBM's areas of responsibility and cooperating
with MSDW in maintaining overall Data Network
documentation.
(g) Working with involved parties (e.g., other vendors
and MSDW personnel) to resolve Data Network problems.
(h) Performing planning, design and supervision of
backbone circuits.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-17 Final Execution Copy
(i) Provisioning, installing, upgrading, troubleshooting,
maintaining and repairing Data Network circuits,
Equipment operated by IBM and Software as required to
meet IBM's obligations under the Agreement. With
respect to the Data Network, IBM shall be responsible
for connectivity, both dedicated and switched
dial-up, and the communications related Equipment
operated by IBM and Software in support thereof, to
and between MSDW locations, End User Locations and
locations that do business with MSDW and End Users,
to the extent requested by MSDW and subject to MSDW's
payment of any applicable charges set forth in
Schedule C.
(j) Performing regularly scheduled and emergency system
maintenance in accordance with the Change Control
Procedures, the Procedures Manual and the following:
(i) Maintenance shall be performed during the
Data Network Maintenance Window; maintenance
outside of the Data Network Maintenance
Window may be performed only as approved by
MSDW. IBM will work with MSDW, and where
possible, accommodate MSDW's business
requirements, in scheduling maintenance
during the Data Network Maintenance Window.
(ii) At MSDW's request and upon reasonable
notice, IBM shall change the schedule for
the Data Network Maintenance Window,
provided that IBM is not materially
adversely affected by such change.
(iii) Upon MSDW's request and {*} advance
written notice to IBM or upon less notice as
otherwise agreed upon by the Parties, IBM
shall schedule and accommodate MSDW
maintenance activity during the earliest
Data Network Maintenance Window after such
notice.
(iv) IBM shall give MSDW advance notice of
routine maintenance, to be performed during
the Data Network Maintenance Window, that
may affect the Services.
(v) The Data Network shall be unavailable during
the Data Network Maintenance Window only to
the extent necessary for systems maintenance
purposes; provided, however, that IBM will
maintain at least one copy of {*}
authorization and routing regions, as well
as the TCP/IP stack on the host
corresponding to such regions, Available for
Use for each applicable MSDW Business Unit
in at least one Data Center at all times for
transaction routing purposes, including as
necessary to enable data exchange between
the host interface to the Marquee
processors, and routers connected to such
host, via the TCP/IP socket on such host.
Any maintenance of {*} authorization and
routing regions or the TCP/IP stack on the
host corresponding to such regions shall be
staggered among Data Centers such that the
requirements described in this Subsection
(v) are satisfied. Before conducting any
such maintenance, IBM shall verify that the
requirements described in this Subsection
2.1(l)(v) are satisfied. IBM shall promptly
notify MSDW Business Unit personnel
designated by MSDW from time to time of any
maintenance conducted outside of the IPSS
Maintenance Window
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-18 Final Execution Copy
affecting the { * } authorization and routing regions or
the TCP/IP stack on the host corresponding to such
regions.
(k) Maintaining then-existing and future MSDW-supplied alternate
pathing and automatic dial-up backup capabilities, including
for LAN-to-Data Network connections.
(l) Evaluating and testing, in advance, Data Network, terminal and
interface Equipment operated by IBM. IBM shall configure and
install such Equipment that will be attached to, and will
communicate over, the Data Network.
(m) Scheduling Data Network outages related to installation,
maintenance, expansions and modifications during hours that
meet operational needs and minimize disruption as approved in
advance by MSDW. IBM shall notify MSDW, as appropriate, prior
to the scheduled outage unless otherwise agreed to by MSDW.
(n) Reporting outages of circuits and Equipment operated by IBM to
the appropriate vendor, and tracking and escalating as required
for timely resolution.
(o) Maintaining redundancy and alternative routing on Data Network
infrastructure at levels that are commercially reasonable and
in accordance with industry standards.
(p) Providing system dial-up ports as required.
(q) Providing interfaces, support and coordination to maintain
on-going communications capability among MSDW, End Users and
locations that do business with MSDW and End Users.
(r) Upon MSDW's review and approval, providing connectivity to IBM
and third party vendor facilities and systems or other external
networks as mutually agreed.
(s) Providing appropriate information and assistance to locations
that do business with MSDW in establishing and maintaining
connections between the Data Network and such locations. IBM
shall provide information regarding the operability of Data
Network components to assist such external parties in resolving
problems. IBM shall monitor such connections to the extent the
Data Network is able to provide information regarding the
status of such connections.
(t) Supporting protocol conversion and translation, as necessary to
provide the Services, or as otherwise requested by MSDW and
mutually agreed.
(u) Coordinating Data Network addressing. IBM shall manage address
generation capacity to avoid interruption or delay of normal
MSDW operations and provide addressing for the required number
of devices at End User Locations to meet installation and test
schedules proposed by IBM and approved by MSDW.
(v) Disconnecting circuits and removing Data Network Equipment
operated by IBM that is no longer needed by MSDW. IBM shall
complete removal activities within { * } after the date that
IBM receives notification from MSDW that the
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-19 Final Execution Copy
connection is no longer needed by MSDW. In any event, IBM shall
complete removal activities within the published time frames of
the applicable local exchange carriers and inter-exchange
carriers.
(w) Developing IBM acceptance procedures for installation and
changes to the Data Network (other than with respect to
MSDW-requested MACs, which is addressed in Section 3.3(f) of
this Schedule A), and for verifying restoration of Availability
following problems with Data Network circuits or Equipment
operated by IBM. The acceptance procedures shall use objective
and demonstrable criteria for verifying compliance with
Performance Standards, performance specifications and
applicable criteria.
(x) Providing network management services to proactively monitor
MSDW's telecommunications environments for service degradation,
including detection, isolation, diagnosis and correction of
problems. IBM shall diagnose and attempt to resolve problems
remotely. IBM shall perform reactive, proactive, and predictive
fault management and will implement policies and procedures to
take advantage of opportunities to improve the problem
management process.
(y) Coordinating the resolution of problems between third party
telecommunications providers and internal MSDW teams to resolve
issues escalated by the Help Desk. This may include
coordinating on-site meetings between appropriate third-party
vendors.
(z) Providing reports on the status of the Data Network in
accordance with the Agreement. Over the Term, IBM shall make
efforts to improve these reports in terms of readability,
comprehensiveness, and accuracy, where applicable.
3.3 Data Network Moves, Adds and Changes.
------------------------------------
As requested by MSDW, IBM shall be responsible for planning,
managing, performing and testing moves, adds and changes for Data
Network Services ("MACs") in accordance with any applicable
Performance Standards established pursuant to Schedule B. Moves, adds
and changes carried out pursuant to Problem Management activities
shall not be treated as MACs. IBM shall perform its responsibilities
with respect to MACs so as to minimize the impact on MSDW's business
operations. IBM's specific responsibilities with respect to MACs
shall include the following:
(a) As part of planning a MAC, IBM shall prepare MAC orders in
consultation with MSDW and shall validate the correctness and
proper authorization for MAC orders. In addition, IBM shall,
for each MAC, establish a backout procedure so as to be able to
undo such MAC and restore pre-MAC status in the event of
unsuccessful testing. If MSDW space planning personnel or third
party personnel designated by MSDW are involved in a MAC, IBM
shall coordinate with such MSDW personnel or third party
personnel, as applicable.
(b) IBM shall be responsible for coordinating the MAC from
initiation to completion, including serving as a single point
of contact, coordinating with MSDW groups (including as
required regarding cabling and wiring issues with respect to
the Data Network) and IBM-provisioned third party
services/products suppliers to achieve high quality execution
of such MAC. As a part of the
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-20 Final Execution Copy
foregoing IBM shall coordinate with required parties in the
performance of MAC site inspections and the preparation of MAC
sites for MACs as each relates to the Data Network.
(c) As part of performing a MAC, IBM's responsibilities shall
include:
(i) with respect to Equipment operated by IBM, delivering
such Equipment to, or removing such Equipment from, a
site as necessary;
(ii) communicating Data Network logical unit configuration
information (including, with respect to switched Data
Network access, LU configuration XID information) to
MSDW where appropriate;
(iii) coordinating order and installation of circuits (e.g.,
telephone company circuits) where reasonably required;
(iv) notifying MSDW of any expected delays in meeting
required completion dates or applicable Performance
Standards;
(v) cooperating and working with MSDW, third parties or
telephone companies to resolve delays under their
control;
(vi) monitoring Data Network Services at MAC sites to verify
that such Services are Available for Use;
(vii) escalating and pursuing any reported Available for Use
problems with third parties as appropriate; and
(viii) providing billing information consistent with the type
and detail of information provided as of the Effective
Date, including total connect time by XID/PU to MSDW.
(d) IBM shall complete MSDW MAC requests for XIDs within { * } of
request by MSDW. IBM shall complete MSDW MAC requests for
circuits as soon as commercially feasible but in no event in
more than { * } after receiving MSDW's request, except to the
extent that IBM reasonably demonstrates delay caused by telco
service delivery. IBM shall use reasonable efforts to complete
MAC requests for circuits before the end of such { * } period
if MSDW requests expedited service.
(e) IBM shall provide on-site MAC support as necessary and
appropriate.
(f) IBM shall perform testing for MACs that includes acceptance
procedures that use objective and demonstrable criteria to
verify compliance with performance specifications and
applicable criteria. A MAC shall be deemed completed only after
IBM has notified MSDW that such MAC has successfully passed
applicable acceptance testing procedures and MSDW has notified
IBM of its acceptance. Each Party's notification to the other
Party pursuant to the immediately preceding sentence shall be
in accordance with any mutually agreed-upon, documented
procedures for notification.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-21 Final Execution Copy
(g) Upon the completion of each MAC, IBM shall document such MAC,
updating its asset management system as applicable. Such
documentation and updating shall include tracking equipment
and/or software changes made pursuant to the MAC.
Where MSDW is responsible for a MAC-related activity as described in
the Responsibility Matrices, IBM shall coordinate with and support
MSDW as requested by MSDW.
3.4 Data Network Software Products.
------------------------------
IBM shall provide the following Software products to MSDW, subject to
the licensing terms set forth in the Agreement:
(a) Strategic Network Data Manager ("SNDM") and SCF (SNDM
-----------------------------------------------------
Communicator's facility). SNDM is a Software product used to
------------------------
transmit datasets among IBM Data Centers and MSDW Facilities.
IBM will install and utilize SNDM in all IBM Data Centers as
part of the Services, and will provide MSDW with both SNDM and
SCF (SNDM Communicator's facility) pursuant to this Section.
(b) SNDS. SNDS is a batch data transfer Software product for a
----
personal computer, which only operates in a SNA leased-line
environment.
(c) Teleview. Teleview is a mainframe-based session management
--------
Software product that provides multiple session support across
a single SNA logical session. IBM will maintain copies of
Teleview on the mainframe Equipment for use by MSDW.
The Software products described in Subsections (a) and (b) of this
Section shall be provided { * }. The Software product described in
Subsection (c) of this Section shall be provided in accordance with
the corresponding pricing set forth in Schedule C.
3.5 Other Data Network Services.
---------------------------
IBM shall provide the following Data Network Services:
(a) Merchant Interface Gateway ("MIG") Platform. The MIG Service
-------------------------------------------
consists of Equipment, Software and a communications platform
supplied by IBM in order to facilitate the transmission of
credit card authorization request data to { * } for routing to
the appropriate authorizer. The MIG Service shall include the
provision of:
(i) any premise IBM Equipment at authorization origination
sites (e.g., merchant sites) that is necessary to
provide this Service;
(ii) operating and communications Software; and
(iii) program exits to user routines for specific
Applications.
(b) Financial Interface Gateway ("FIG") Platform. The FIG Service
--------------------------------------------
consists of Equipment, Software and a communications platform
supplied by IBM that facilitates the transmission of credit
card or check authorization data from an
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-22 Final Execution Copy
ATM network or other financial institution to { * } for
routing to the appropriate authorizer. The FIG Service shall
include the provision of:
(i) any premise IBM Equipment at the financial institution
or at the ATM network provider's premise that is
necessary to provide this Service;
(ii) operating and communications Systems Software; and
(iii) { * } Software for PIN codes.
(c) Telecommunications Access Number ("TCAM"). TCAM Service
-----------------------------------------
consists of the provision of TCAM in a host processor, a
Software product conforming to Systems Network Architecture
("SNA") that handles and queues messages in the Data Network
by making use of the Virtual Telecommunications Access Method
("VTAM") access method capabilities. This Service includes:
(i) provision of necessary operating and communications
Software; and
(ii) provision of program exits to user routines for specific
Applications.
(d) { * } Service consists of the provision of { * }, a CICS-based
transaction router application used for real-time credit
purchase authorizations. All major bank cards can be routed
through { * } to respective authorizing institutions. A
secondary function provided is the "pass-through" routing of
application messages. This Service includes:
(i) provision of necessary operating and communications
Software; and
(ii) provision of program exits to user routines for specific
Applications.
(e) { * } Service consists of the provision of { * }, a CICS-based
transaction router used for real-time credit purchase
authorizations solely for Discover Financial Services. Only
Discover credit cards can be routed through { * } to the
Discover Card Authorization system. This Service includes:
(i) provision of necessary operating and communications
Software; and
(ii) provision of program exits to user routines for specific
Applications.
(f) Credit Authorization Gateways. This Service consists of the
-----------------------------
provision of facilities and SNA connectivity to enable the
transmission of credit card authorization data to and from
host-based Applications (e.g., { * }) for routing to the
appropriate third-party authorizer. This Service includes:
(i) provision of environmental support that includes
necessary power, climate, LAN connectivity, and rack
space for authorizer-provided equipment; and
(ii) provision of communications connectivity between the
authorizer-provided equipment to diverse front-end
processor Equipment ports at
-------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-23 Final Execution Copy
IBM Facilities datacenter location using dual 19.2
Kbps circuits (i.e., two (2) circuits and two (2)
ports per credit authorization gateway).
(g) Host Security Module ("HSM").
----------------------------
This Service consists of the provision of facilities and
SNA connectivity to enable the use of authorizer-provided
equipment (e.g., Racal Datacom equipment) for the
decryption of personal identification numbers ("PINs")
transmitted from point-of-sale ("POS") Equipment. Debit
card information including the PINs is transferred from the
POS Equipment to host-based Applications (e.g., NWS) for
routing to the appropriate authorizer. The HSM Service
decrypts each PIN prior to this authorizer transmission.
The Host Security Module Service includes:
(i) provision of environmental support that includes
necessary power, climate, LAN connectivity, and
rack space for authorizer-provided equipment (e.g.,
Racal Datacom equipment) located in IBM Facilities;
and
(ii) provision of communications connectivity between
the authorizer-provided equipment and diverse
front-end processor Equipment ports at each IBM
Facilities datacenter location using dual 19.2 Kbps
circuits (i.e., two (2) circuits and two (2) ports
per gateway).
3.6 Systems Management Controls.
---------------------------
Except as otherwise provided by the Procedures Manual, and without
limiting IBM's other responsibilities as set forth in the
Agreement, IBM will design, implement, use and administer the
following Systems Management Control disciplines as the standard
set of procedures for managing the Data Network Services:
(a) Batch Transmission Management. IBM will provide the ability
-----------------------------
to facilitate batch traffic transmissions between Equipment
operated by IBM and other remote workstations or End User
Equipment. Setup and scheduling of these transmissions can
be controlled by MSDW. IBM will assist MSDW with special
requests by MSDW for batch transmission management.
(b) Interactive Traffic Management. IBM will provide
------------------------------
connectivity that allows End Users to communicate with
on-line Applications using the Data Network. IBM will
monitor and control the Data Network Equipment and Software
control resources that allow End Users to interactively
access mainframe resources.
(c) Configuration Management. IBM will process all Data Network
------------------------
configuration changes and maintain this information within
configuration databases.
(d) Inventory Management. IBM will manage inventory on all
--------------------
Equipment operated by IBM (including incoming and outgoing)
in the Data Network. This activity includes serial number
tracking, IBM third party supplier coordination and
maintenance.
3.7 Hours of Operation.
------------------
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-24 Final Execution Copy
IBM shall be responsible for the Data Network communications { *
}. The Data Network shall be Available for Use { * }, except
during the Data Network Maintenance Window (as defined in Section
1.1(f) of this Schedule A), subject to the Performance Standards
set forth in Schedule B and to IBM's obligations with respect to
the Data Network Maintenance Window set forth in Section 3.2(j)
of this Schedule A.
4. CROSS-FUNCTIONAL SERVICES
IBM shall provide the following cross-functional Services as such
Services relate to the IPSS Services and Data Network Services. In the
event that MSDW terminates the provision of Data Network Services { * },
IBM shall continue to provide the Services set forth in this Article 4
as such Services relate to the IPSS Services.
4.1 Technology Business Continuity Services.
---------------------------------------
(a) Technology Business Continuity Plan. IBM shall be
-----------------------------------
responsible for the implementation, maintenance and
testing of a mutually agreed-upon technology business
continuity plan for the Services (the "TBCP"). The TBCP
shall be a component of MSDW's overall business continuity
plan. IBM shall follow the existing TBCP in effect
immediately prior to the Effective Date. IBM shall update
the TBCP pursuant to Subsection (i) of this Subsection (a)
and otherwise with MSDW's approval as necessary and
appropriate to remain current with the environments
covered by the plan. IBM's responsibilities with respect
to the TBCP shall include the following:
(i) Reviewing and revising, as necessary, the TBCP in
the following manner:
(A) Within { * } after the Effective Date, IBM and
MSDW shall review MSDW's existing TBCP. Based
upon this joint review, IBM will propose
updates and revisions to the existing TBCP,
for MSDW's review and approval, reflect the
Services provided and to respond appropriately
to new MSDW requirements. To the extent the
implementation of changes to the existing TBCP
would constitute New Services pursuant to
Section 12.4 of the Agreement, IBM shall so
indicate and propose an estimated charge for
implementation.
(B) Within { * } after receiving MSDW's comments,
provide MSDW for MSDW's review, comment and
approval, a revised draft of the TBCP, based
on MSDW's review and IBM's proposed changes
approved by MSDW. IBM shall incorporate any
comments or suggestions by MSDW into the
revised draft TBCP.
(C) Within { * } after receiving MSDW's comments
on the revised draft provided by IBM pursuant
to Subsection (B) above, provide MSDW for
MSDW's approval the final revised TBCP. The
final revised TBCP shall not be implemented
until it has been approved by MSDW.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-25 Final Execution Copy
(ii) The TBCP shall be maintained to enhance the
effectiveness of MSDW's existing technology
business continuity/disaster recovery capabilities.
Among other things, the TBCP shall:
(A) List the agreed-upon time criteria for
restoring MSDW's operating environment and
recovering those resources necessary to permit
MSDW to recover Applications Software in
accordance with the corresponding Recovery
Class of Service designated by MSDW.
(B) List the agreed-upon time criteria for
transporting storage media from off-site
storage facilities to the applicable disaster
recovery facilities.
(C) Provide for the recovery of mission critical
information technology processing capabilities
within the time frames provided in the
Business Continuity Plan.
(D) Contain a brief description of processes and
procedures used to recover the Services, and
associated time frames for the recovery of
such Services, including a prioritized listing
of Applications and their respective Recovery
Class of Service for disaster recovery
purposes;
(E) Identify a listing of the Equipment operated
by IBM and Software comprising the
Configuration by Recovery Class of Service;
(F) Describe IBM's and MSDW respective recovery
responsibilities;
(G) Set forth contact listings of MSDW and key IBM
Personnel;
(H) Identify recovery teams for each Party;
(I) Describe recovery scenarios;
(J) Contain criteria for Disaster declaration,
recovery and testing;
(K) Describe backup process and components;
(L) Identify the hot sites designated by IBM for
business continuity functions and the location
for off-site storage of the tape backups;
(M) Contain notification procedures;
(N) Address recovery information, procedures and
schedules;
(O) Address periodic reporting, which shall at a
minimum include testing results. IBM shall
provide access to an on-line system that lists
the Applications and the corresponding
Recovery Class
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-26 Final Execution Copy
of Service for each of such Applications, as
such Recovery Class of Service is designated
by MSDW.
(P) Address testing results and any required
corrective action plans; and
(Q) Contain procedures for maintaining the TBCP.
(iii) IBM will provide a representative who is
knowledgeable in disaster recovery planning and the
TBCP to serve as a single point-of-contact for MSDW
disaster recovery-related communications and
activities and who will be responsible for the
development and maintenance of the TBCP pursuant to
this Section;
(iv) IBM shall cooperate with MSDW personnel responsible
for the MSDW business continuity plan (the "MSDW
Business Continuity Team"), participate in
proceedings of the MSDW Business Continuity Team as
reasonably requested by MSDW, and in conjunction
with the requirements set forth for the MSDW's
overall business continuity plan, maintain the
TBCP. The environments and resources supported by
the Configuration will be maintained in the
Emergency Response Plan ("ERP") section of the
on-line Application Contingency Plan ("ACP")
maintained by MSDW. The environments and resources
necessary to permit MSDW to recover Applications
Software in accordance with the corresponding
Recovery Class of Service will be recovered per the
ERP which ties in to the IBM accounting system. The
Job Account ("JA") for each Applications Software
job is indicated in the IBM accounting system and
determines what jobs will run to recover such
environments and resources. An `EXIT' checks the JA
for each Application during recovery and only runs
those jobs corresponding to a Class 1, Class 2 or
Class 4 Recovery Class of Service. With cooperation
and approval from MSDW, IBM will review and update,
if necessary, the TBCP on an annual basis or as
otherwise warranted by business or technical
changes (or both) to verify compatibility with
MSDW's overall business continuity plan.
Implementation of changes to the TBCP shall be
subject to Section 12.4 of the Agreement. IBM will
receive business direction and requirements from
the MSDW Business Continuity Team and will receive
authorization from such team to make significant
changes to the strategic and/or tactical direction
of the TBCP.
(v) IBM shall test the TBCP, in cooperation with MSDW
in accordance with the following:
(A) Performing testing by Recovery Class of
Service in accordance with the TBCP and as
follows: With respect to the environments and
resources supporting Applications with a Class
1 Recovery Class of Service, { * }, and with
respect to the environments and resources
supporting Applications with a Class 2
Recovery Class of Service, { * }.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-27 Final Execution Copy
(B) Scheduling testing at dates and times
initially agreed upon by the Parties as
part of the testing process. As of the
Effective Date, the testing process
provides for the mutual agreement of
dates and times in January of each
calendar year.
(C) Performing the test at the business
Recovery Center.
(D) Permitting MSDW to observe all such
tests or parts of such tests subject to
Article 10 of the Agreement.
(E) Providing MSDW with a written report of
the test results by class and providing
MSDW with proposed TBCP modifications.
(F) Performing problem resolution and
retesting of unsuccessful Services test
components in a timely manner.
(vi) IBM shall adjust its disaster recovery
capability as necessary to accommodate
growth in MSDW's business volumes, changes
in MSDW's operating environments,
Application Software enhancements, changed
processing locations, or new functions
requested. Changes to the TBCP shall be made
in accordance with the Change Control
Procedures.
(vii) IBM shall identify opportunities (if any)
for improvement and efficiencies in disaster
recovery functions.
MSDW will designate a representative who is
knowledgeable in disaster recovery planning and the
TBCP to serve as a single point-of-contact for
MSDW. Such representative will:
(viii) Act as the primary interface to IBM's
disaster recovery representative described
above;
(ix) Be reasonably available in the event a
Disaster is declared;
(x) Cooperate with IBM in the development and
maintenance of the TBCP; and
(xi) Be responsible for the proper classification
of Applications into the various recovery
classes.
(b) Technology Business Continuity Functions. In the
----------------------------------------
event of a disaster, IBM shall provide technology
business continuity functions in accordance with
the TBCP. IBM's functions shall include the
following:
(i) Declaring a Disaster upon request from MSDW,
or jointly with MSDW if a joint declaration
is feasible. Where a joint declaration is
not feasible, and IBM reasonably and in
good-faith believes that a Disaster has
occurred, IBM shall promptly notify MSDW of
a declared Disaster.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-28 Final Execution Copy
(ii) Providing a single point-of-contact for technology
business continuity related communications and
activities.
(iii) Maintaining communications with MSDW as to the status
of the Disaster and the progress of the restoration
process.
(iv) Assuming responsibility for the data processing
operating environments and Data Network facilities at
the disaster recovery facilities, including the
following:
(A) Taking immediate action to prepare the Recovery
Center for use and will provide the resources
(including processing and network
resources)necessary to support Applications. In
the event that a Disaster renders IBM incapable
of providing IPSS Services, IBM will move its
operations to the designated Recovery Center and
provide the Services to MSDW within the time
frames corresponding to the Recovery Class of
Service assigned by MSDW for each Application.
(B) Delivering the data, Systems Software and
Applications archived in off-site storage to the
Recovery Center designated in the TBCP.
(C) Rerouting the affected data communications
circuits to the Recovery Center.
(D) In the event of a declared Disaster with respect
to a Data Center, IBM will recover the operating
environment platform in Recovery Center based on
the information provided in the TBCP. As of the
Effective Date (and unless otherwise agreed upon
by the Parties pursuant to the revised TBCP), in
the event that a Disaster occurs in any Data
Center, all Class 3 workloads (for customers
affected or not affected by the Disaster) will be
quiesced as necessary and in accordance with the
TBCP, and disrupted Class 1, Class 2 and Class 4
workloads would be restored.
(E) Recovering the environments and resources
necessary for MSDW to recover Applications in
accordance with the TBCP and within the time
frame corresponding to the Recovery Class of
Service designated for such Applications.
(F) Operating the Applications on the Configuration
at the Recovery Center.
(G) Furnishing all supplies and storage media
(excluding supplies for which MSDW is responsible
under the Agreement (e.g., special forms)).
(H) { * }
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-29 Final Execution Copy
(I) Providing all required Data Network connectivity
to the Recovery Center.
(J) { * }
(c) Support for MSDW Contingency Testing. IBM shall provide
------------------------------------
adequate resources to support MSDW contingency testing
requirements (including with respect to database
environments) in accordance with reasonable MSDW
requirements.
4.2 Equipment Management and Support.
--------------------------------
IBM shall be responsible, except as expressly provided otherwise
in the Agreement, for adding to, replacing, upgrading,
supporting and maintaining the IBM Equipment and, to the extent
provided in the SSAs, MSDW Equipment. IBM will refresh this IBM
Equipment in accordance with Section 3.4 of the Agreement. IBM's
responsibilities with respect to the provisioning, support and
maintenance of IBM Equipment shall include the following:
(a) Staging, configuring, installing (including performing site
surveys, testing and verification in support of
installation as appropriate) and, as appropriate,
de-installing and removing such IBM Equipment.
(i) IBM shall plan and coordinate such activities with
the appropriate MSDW Business Units, perform such
activities in accordance with MSDW approved
schedules.
(ii) IBM shall install the necessary Software.
(iii) IBM shall perform full testing (which shall include
verifying that proper Data Network connectivity is
obtained, if applicable) after installation and
provide proper back-out procedures.
(iv) If installation occurs after hours, IBM shall make
available support the next working business day in
order to provide the necessary support. Such support
will be on-site as necessary.
(v) IBM shall promptly notify MSDW of any problems that
might affect availability of IBM Equipment within
established schedules.
(vi) With respect to (A) leased MSDW Equipment for which
the applicable lease expires, and (B) MSDW
Equipment owned by MSDW that is located in IBM
Facilities, IBM shall cooperate with MSDW or
lessors of such Equipment, as applicable, to return
such assets to MSDW or such lessors, including
providing MSDW or such lessors with access to IBM
Facilities to permit such return. Such cooperation
shall include maintaining a secure area for such
assets, and relocating such assets to such area
prior to their return to MSDW or such lessors, as
applicable.
(b) Rolling out IBM Equipment. IBM shall be responsible for
coordinating any testing, scheduling, and systems
integration of these products. IBM shall also
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-30 Final Execution Copy
update the then-existing tools to track the frequency and
type of roll-outs on a business-by-business basis.
(c) Providing corrective and preventive maintenance and timely
installation of engineering changes for the IBM Equipment
as necessary to maintain the IBM Equipment in good
operating condition and in accordance with manufacturer's
specifications or other agreements as applicable. IBM shall
maintain spare IBM Equipment as necessary to meet the
Performance Standards.
4.3 Systems Software Management and Support.
---------------------------------------
IBM shall be responsible, except as expressly provided otherwise
in the Agreement, for adding to, replacing, upgrading, supporting
and maintaining the Systems Software as necessary to perform the
Services and in accordance with Section 3.4 of the Agreement.
IBM's responsibilities with respect to Systems Software shall
include the following:
(a) Supplying, installing, supporting, operating and
maintaining Systems Software. IBM shall cooperate with
third party vendors, as necessary to properly support Third
Party Software that is Systems Software.
(b) Monitoring availability of, and implementing as
appropriate, Systems Software fixes/patches made available
by software vendors.
(c) Subject to contractual agreements, if any, maintained with
the particular software vendor, performing modifications or
changes necessary to correct errors, including modifying
code and making operational modifications, such that each
item of Systems Software operates according to its
documentation, specifications and operational requirements.
(d) Monitoring and tuning the Systems Software on a periodic
basis. IBM shall also install, as appropriate,
tools/products to better enable the Systems Software to
perform efficiently and in accordance with applicable
specifications.
(e) Subject to appropriate planning, testing and verification,
installing new releases of, enhancements and upgrades to,
Systems Software (including software development products
and tools) so as to remain within { * } of the then-current
maintenance release; provided that MSDW may, on a
case-by-case basis, determine to remain at a prior
generation subject to the Parties' respective obligations
set forth in Section 3.4 of the Agreement. Except as
otherwise required by such Section or directed by MSDW, IBM
shall perform such other functions as are required to
maintain such currency (including maintaining the currency
of language compilers for Applications developed with those
compilers; and performing data conversions) and to maintain
the operability of non-current features (to the extent such
maintenance does not conflict with the requirements in the
immediately preceding sentence).
(f) Providing appropriate information and documentation for any
new, enhanced or modified Systems Software installed by
IBM, and thereafter providing appropriate updates to such
materials (as provided by the vendor in the case of Third
Party Software).
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-31 Final Execution Copy
(g) Up to the level set forth in (e) above or as required by
an emergency, implementing other preventive and remedial
maintenance and updates for Systems Software.
(h) Maintaining Systems Software documentation.
(i) Managing third party product support, including
maintaining Third Party Systems Software as required by
third party contracts and license agreements.
(j) Providing information to MSDW about the functionality,
architecture, data, and other information related to the
Systems Software, as requested by MSDW (as provided by the
vendor in the case of Third Party Systems Software).
(k) In the case of Systems Software for which third parties
perform development and maintenance functions, but
excluding with respect to Third Party Software licensed by
MSDW for which MSDW is assigned "Dev" and "Maint"
responsibilities (as defined in Schedule E of the
Agreement) under Schedule E of the Agreement:
(i) causing such third parties to perform such
functions in accordance with IBM's obligations
under the Agreement (e.g., install upgrades or new
releases of the relevant Systems Software in a
manner that provides for continued eligibility for
the functions provided by third party vendors of
such Systems Software); and
(ii) directing, supervising and being responsible for
maintenance performed on such Systems Software by
third party vendors or other qualified third party
service providers. IBM shall notify MSDW in the
event the third party ceases to perform such
functions for such Software and propose a
reasonable alternative to continued use of such
Software. IBM shall implement such alternative as
authorized by MSDW.
(l) Reviewing Systems Software conversion plans with MSDW. IBM
shall perform Systems Software assurance reviews with MSDW
for major operating system and sub-system releases.
(m) Providing the Systems Software and support to enable
communication between various processing platforms used to
provide the Services.
(n) Coordinating and implementing roll-outs, upgrades and new
releases of Systems Software.
(i) IBM shall coordinate any testing, scheduling, or
systems integration of these items. IBM shall also
track and report the frequency and type of
roll-outs for each MSDW Business Unit.
(ii) IBM shall test Systems Software after roll-out and
provide proper back-out procedures. If roll-outs
occur after hours, IBM shall provide support the
next working business day. Such support will be
on-site as necessary.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-32 Final Execution Copy
(o) Managing and maintaining System Software license
compliance. IBM shall monitor use of licensed Systems
Software, including license metering and license
tracking.
(p) Performing de-installation of Systems Software to
address MSDW's business requirements or as otherwise
appropriate in conjunction with IBM's other
responsibilities regarding Software.
4.4 Applications Software Management and Support.
--------------------------------------------
IBM shall install and de-install Applications Software
(including new releases, enhancements and upgrades thereto) as
requested by MSDW or as otherwise appropriate in conjunction
with IBM's other responsibilities regarding Software. MSDW
will be responsible for the development, integration and
testing of all new Applications Software or changes to
Applications Software provided to IBM for installation.
4.5 Asset Inventory and Tracking.
----------------------------
IBM shall be responsible for managing and maintaining a
current, audited and approved asset inventory of the IBM
Equipment, IBM Software, Authorized Subcontractor Software and
Third Party Software licensed by IBM, an IBM Affiliate or
Authorized Subcontractor. With respect to IBM Equipment
comprised of I/O, DASD or tape resources that is utilized by
MSDW and other IBM customers, IBM shall be responsible for
managing and maintaining a complete asset list of such
Equipment but shall not be responsible for allocating or
identifying the extent to which such Equipment is utilized
solely for MSDW. IBM's responsibilities with respect to asset
management shall include the following:
(a) IBM shall provide, implement and operate an automated
asset management system to track information regarding
such Equipment and Software to the extent necessary to
uniquely identify the type (e.g. manufacturer, model
number, brief description), configuration (e.g.,
configuration information, release level) and location
of such Equipment and Software.
(b) IBM shall provide to MSDW a written inventory report
that includes inventory data and supporting information
with respect to such Equipment and Software (i) upon
MSDW's reasonable request, and (ii) upon notice of
expiration of the Agreement or any notice termination
(in whole or in part) pursuant to Article 21 of the
Agreement.
4.6 Problem Management Services.
---------------------------
IBM shall be responsible for tracking, managing and resolving
Problems (as defined in Schedule B) arising from or relating
to the Services that are received from an MSDW level 1 help
desk, automated alarm or other source ("Problem Management").
IBM's general responsibilities with respect to Problem
Management shall include the following:
(a) Logging reported Problems with respect to the Services
upon receipt from MSDW level 1 help desk support,
automated alarm or other source. IBM shall identify and
log Problems arising in the performance of the Services
with the appropriate MSDW level 1 help desk support. For
each Problem with respect to
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-33 Final Execution Copy
the Services that is escalated to the Help Desk or IPSS
Production Support Center, IBM shall assign a Severity
Level (as defined in Section 6.1 of Schedule B) and
prioritize resolution of Problems in accordance with the
Severity Levels.
(b) Monitoring, controlling and managing each Problem arising
from or relating to the Services until it is corrected or
resolved. To the extent a Problem does not arise from or
relate to the Services, IBM shall refer such Problem to the
appropriate entity, as identified by MSDW, for resolution.
(c) Correcting or resolving Problems within the scope of IBM's
responsibilities. Resolution of a Problem will be subject
to the MSDW level 1 help desk's verification with the
authorized MSDW affected End User or control person that
the Problem has been resolved.
(d) Adhering to the procedures for Problem escalation, review
and reporting specified in Section 4.7 of this Schedule A
or in the Procedures Manual, and also taking appropriate
measures to avoid reoccurrence of Problems.
(e) Performing Problem analysis, including identification of
the source of the Problem;
(f) Monitoring, measuring and providing reports on Problems
including statistics on the types of Problems, total number
of Problems, outstanding Problems, resolution times
(including the average time to resolve Problems), and as
otherwise required to report IBM's compliance with the
Performance Standards set forth in Schedule B. IBM shall
undertake reasonable efforts to improve the average time to
resolve Problems.
(g) IBM shall maintain communications with the appropriate MSDW
level 1 help desk support on Problems through resolution.
IBM shall, for each Problem, provide prompt notification to
MSDW of system outages on critical systems and otherwise
provide the appropriate level 1 help desk support with
regular and timely progress updates (at least hourly with
respect to Level 1 Problems (as defined in Schedule B))
that clearly indicate the nature of the Problem, the
estimated time to completion, and potential short-term
alternatives. IBM shall make known to the appropriate MSDW
level 1 help desk support information regarding the status
of Severity 1 Problems and Severity 2 Problems on at least
a daily basis or more frequently as appropriate. IBM shall
track and report any backlog of unresolved Problems.
(h) IBM shall maintain a Problem tracking and management tool.
Such tool shall include a mechanism to capture, store and
retrieve solutions for reuse by IBM personnel and MSDW
authorized personnel. IBM shall grant MSDW access to
monitor and view the Problem management database on an
ongoing basis upon the request of MSDW authorized
personnel. In addition, IBM shall have access to, and
leverage, for reuse IBM-wide cross-customer solutions from
central problem resolution databases maintained by IBM.
(i) IBM shall provide or dispatch support specialists to
provide on-site troubleshooting and maintenance response as
necessary to identify and resolve Problems.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-34 Final Execution Copy
(j) IBM shall engage and manage third party suppliers and
vendors as necessary to localize and resolve Problems that
arise from or relate to the Services as received from MSDW
level 1 help desk support, automated alarm or other source.
4.7 Help Desk and IPSS Production Support Center Services.
-----------------------------------------------------
IBM shall be responsible for operating (A) a help desk with
respect to those Services other than the IPSS Services (the "Help
Desk"), and a production support center for the IPSS Services
(the "IPSS Production Support Center"). The Help Desk and the
IPSS Production Support Center will act as escalation contact
point for Problems with respect to Services (e.g., from the MSDW
level 1 help desk), and will coordinate support functions for
such Services among IBM Personnel, MSDW personnel and external
suppliers. The Help Desk and IPSS Production Support Center will
provide Problem determination and classification of Problems
relating to such Services according to the Severity Levels (as
defined in Schedule B). The IPSS Production Support Center and
Help Desk will also provide Problem resolution and tracking, as
applicable, with respect to Problems arising from, or relating
to, the Services. The Help Desk and IPSS Production Support
Center shall provide coverage { * } through a central toll-free
telephone number. IBM shall maintain processes under which a
single point-of-contact for the Help Desk or IPSS Production
Support Center, as applicable, has end-to-end responsibility for
Problems escalated to it that arise from or relate to the
Services in order to minimize redundant contacts with MSDW.
(a) IBM's responsibilities with respect to both the IPSS
Production Support Center and the Help Desk shall include
the following:
(i) Providing a single point of contact for responding
to Problems escalated to it (e.g., from the MSDW
level 1 help desk).
(ii) Receiving and logging calls escalated to it.
(iii) Providing resolution of Problems at the time of
notification, or dispatching or arranging for
on-site support, if required, for Problem
determination and resolution. If unable to resolve
the Problem during an initial call or otherwise
upon receipt, the Help Desk or IPSS Production
Support Center, as applicable, will route the call,
alert or other notification of the Problem to the
appropriate Problem Management resources and retain
responsibility for managing the Problem to
resolution, as well as with communicating status to
the MSDW point of escalation (e.g., MSDW level 1
help desk personnel). If the Problem does not arise
from or relate to the Services, the Help Desk or
IPSS Production Support Center, as applicable, will
route the call back to the appropriate MSDW level 1
help desk support. In such instances, IBM shall
cooperate with other internal or external parties
to achieve resolution of the Problem; however, IBM
is not responsible for tracking and managing the
call to resolution.
(iv) Notifying the appropriate MSDW personnel of
Services failures, or of an emergency;
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-35 Final Execution Copy
(v) Routing Problem tickets to the appropriate entity
for resolution (internal or external), tracking the
progress of problem resolution efforts, and timely
escalating Problems to the appropriate levels for
resolution (internal and external).
(vi) In an appropriate and timely manner, the Help Desk
or IPSS Production Support Center, as applicable,
shall communicate pertinent information regarding
the status of resolution of Problems and associated
progress and make such information available to
MSDW and other relevant parties.
(vii) To document Problems reported from calls, automated
alerts or other sources, initiating (1) a problem
management record for Problems reported to the IPSS
Production Support Center (each such record a
"PMR"), and (2) a problem ticket for Problems
reported to the Help Desk (each such ticket a
"Ticket").
(A) With respect to the IPSS Production Support
Center, PMRs will be automatically opened for
MSDW Application batch processing by alert
monitoring, with other PMRs being opened
manually. PMRs corresponding to the IPSS
Production Support Center will include
information such as date and time opened, a
description of Problem symptoms, Problem
assignment, Problem status and final
resolution.
(B) With respect to the Help Desk, a Ticket may
include information such as End User
information, call record number, date and
time opened, Service requested, Problem
description or symptoms, call assignment,
call status, and call resolution and closure
information.
A PMR or Ticket will not be closed until the
Problem reporter or other appropriate MSDW
representative and IBM agree that the Problem has
been resolved.
(viii) Interfacing with and coordinating Problem
determination and resolution with the appropriate
MSDW personnel and third party service providers.
(ix) Monitoring Problem status to facilitate Problem
closure within defined criteria or escalate in
accordance with the escalation procedures defined
in established operational procedures;
(x) With MSDW's assistance, establishing and
maintaining documented Problem prioritization
guidelines and escalation procedures.
(xi) Using and maintaining operational processes and
procedures in accordance with the Procedures
Manual.
(xii) Maintaining an escalation/notification contact
listing of IBM focal points, including names and
telephone, pager, fax numbers.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-36 Final Execution Copy
(xiii) Communicating to the appropriate MSDW personnel on
available Services and the procedures for
accessing each Service.
(xiv) Maintaining a process for logging, tracking and
reporting Problem activity, including Problems
reported, as well as calls and alerts received.
(xv) Providing skilled personnel with appropriate
Problem Management capabilities and technical
knowledge with respect to the corresponding
Equipment and Software and who are able to handle
peak Problem volumes. In addition, the Help Desk
support staff provided by IBM shall be trained in
or otherwise made knowledgeable about new products
and services that are developed.
(xvi) Holding regularly scheduled status meetings on any
unresolved or open Problems.
(xvii) The Help Desk and IPSS Production Support Center
shall (A) have adequate training to be proficient
in understanding the MSDW technical environment
and identifying and resolving Problems; and (B)
maintain up-to-date contact lists for further
escalation of Problems.
(b) IBM's responsibilities with respect to the Help Desk shall
also include the following:
(i) Providing, programming and maintaining the
automatic call directory Equipment IBM requires to
provide the Services.
(ii) Providing a systems status recording for in-scope
systems with status information such as known
major incidents and estimated recovery times.
(iii) Maintaining a process for logging, tracking and
reporting Problem activity, including Problems
reported, calls and alerts received, and calls
answered without further escalation. In this
regard, IBM shall perform the following functions:
(A) Calculate statistics and publish as part of
the Monthly Performance Report the number of
calls escalated, sources and types of calls
and Problems, average time to resolve
escalated Problems, number and percentage of
calls resolved upon first contact, number
and percentage of calls escalated to other
departments, percentage of calls resolved
upon first contact, and other pertinent call
and Problem management information.
(B) Analyze call trends, including root cause
analysis, and recommend actions to reduce
calls to MSDW level 1 help desk support. IBM
shall investigate the cause of the Service
degradation, take remedial action to resolve
or work around, implement proactive measures
to avoid such degradations in the future,
and report on such Problems with trending
analysis.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-37 Final Execution Copy
(iv) Promptly performing password resets and suspending
of IDs for IBM Personnel.
(c) IBM's responsibilities with respect to the IPSS
Production Support Center shall also include the
following:
(i) Recycling, starting and stopping devices,
performing periodic Problem reviews for root cause
analysis and, in conjunction with MSDW,
establishing appropriate measures to prevent
recurring incidents.
(ii) Responding to MSDW for requests for assistance in
correcting problems outside of IBM's scope of
responsibility if such problems impact the
Services.
(d) IBM shall provide a single point-of-contact that is
available to receive Service requests from MSDW (e.g.,
MACs requests). As of the Effective Date, this function
is not performed by the Help Desk or the IPSS Production
Support Center, but rather by a different IBM Service
delivery group.
4.8 Information Security.
--------------------
IBM shall be responsible for maintaining the security of
information in the systems environments and other environments
administered by IBM. IBM shall implement an information
security approach for validating access authority (other than
with respect to MSDW users), and for regularly reviewing
authorized access for such authority (including reviewing IBM
Personnel access lists to verify that each IBM Personnel user
ID having access still requires such access). IBM shall follow
security procedures identified by MSDW from time to time
provided that if such security procedures would reduce the
effectiveness of, or otherwise conflict with the maintenance
of, the information security otherwise being provided by IBM:
(i) IBM shall notify MSDW of the impact such MSDW identified
security procedures would have on the information security
then being provided by IBM; and (ii) the Parties will resolve
any conflicts in such manner as is agreed upon at the time.
IBM's responsibilities with respect to information security
shall include the following:
(a) Managing and administering access (other than with
respect to MSDW users) to the systems, networks, and
systems files.
(b) Installing, maintaining, updating and implementing the
functions and features of logical access controls and
system security Software (including the security
Software specified in Schedule E), identifying and
implementing protection requirements for IBM's operating
environment and resources, researching system security
problems with MSDW's assistance as necessary,
maintaining Data Network access authority other than
with respect to MSDW users, performing security audits
to confirm that adequate security procedures are in
place on an ongoing basis, providing incident
investigation support with MSDW's assistance as
necessary, and providing Application security advice
upon request of MSDW.
(c) Deleting inactive logon IDs of IBM Personnel and MSDW
users after { * } of non-use of such IDs.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-38 Final Execution Copy
(d) Reviewing, and at the direction of MSDW granting,
MSDW-specified group access (including RACF authority
required for MSDW to administer the security of MSDW's
Applications), and periodically reviewing IBM Personnel
system-level authorities and IBM Personnel-group
authorities and removing those that are no longer
necessary. Except pursuant to Subsection (c) of this
Section, IBM will not be responsible for removing
MSDW-specified group access authorities unless requested
by MSDW. Such responsibilities shall include the
following:
(i) When provided with MSDW requests to add, modify or
delete privileged group user authorities,
fulfilling such requests within reasonable time
frames designated by MSDW.
(ii) Running periodic reports to review and identify IBM
Personnel access and logon IDs, as well as MSDW
user authorities, that should be removed (e.g., due
to inactivity).
(e) Reviewing information security procedures with MSDW. As
part of IBM's obligations set forth in Section 9.4(a) of
the Agreement, IBM shall develop and propose (i) security
procedures, including physical access strategies and
standards, as well as processes and procedures regarding
the administration of IBM Personnel IDs and the granting
of MSDW privileged user authority, and (ii) a breach of
security action plan. Following MSDW's approval of the
final Procedures Manual pursuant to Section 9.4(b) of the
Agreement, IBM will maintain, implement and with MSDW's
approval update such processes, procedures and action
plan. IBM shall implement programs to train and maintain
the awareness of IBM Personnel as to the existence and
importance of such processes, procedures and action plan.
(f) Developing, implementing, and maintaining a set of
automated and manual processes so that MSDW's data access
rules, as they are made known to IBM, are not compromised.
(g) Administrating IBM Personnel user IDs in areas related to
the environments for which IBM is responsible. Such
responsibility shall include assigning and resetting
passwords for IBM Personnel, and creating IBM Personnel
user IDs.
(h) When provided with a user request for access to a remote
dial-in facility, responding to such requests within the
time frames designated by MSDW.
(i) Coordinating system password changes for relevant
telecommunications technology on a weekly, monthly or
quarterly basis, as applicable. IBM shall be responsible
for changing and testing IBM Personnel passwords as
required.
(j) Monitoring users of the processing environment for
attempted unauthorized access. IBM, with MSDW's
participation, shall monitor, review and respond in a
timely and appropriate manner to access violations, which
response shall include the logging of security alerts and
notification of appropriate MSDW personnel.
(k) Capturing data regarding routine access and exceptions for
audit trail purposes, and making such data available to
MSDW by means of enabling MSDW to access such data upon
request from a database maintained by IBM.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-39 Final Execution Copy
(l) Establishing and administering security violation and
unauthorized access attempt report mechanisms, as well as
reporting to MSDW other security conditions appropriate
for review by MSDW. Where there is a security violation,
an unauthorized access attempt, or other such security
condition discovered by IBM or made known to IBM, IBM
shall: (i) promptly provide a report to MSDW describing
such violation or attempt; (ii) initiate corrective
actions, with the assistance of MSDW where appropriate, to
minimize and prevent reoccurrence to the extent such
violation or attempt is within an area under the control
of IBM; (iii) recommend corrective actions to MSDW to
minimize and prevent reoccurrence to the extent such
violation or attempt is not within an area under the
control of IBM; and (iv) prepare and retain documentation
of investigations of such violation or attempt and provide
a copy of such documentation to MSDW.
(m) Providing read-only access to SMF data to the extent
necessary for MSDW to investigate security concerns.
(n) Implementing security safeguards and providing security
mechanisms and tools, which prevent unauthorized access
to, and protect the integrity of, the systems, networks,
Applications Software, systems files and MSDW Data to the
extent under IBM's management. IBM shall provide security
access control tools for data, databases, Applications,
operating systems, and networks within IBM's management,
and maintain such security and access control devices in
proper working order.
(o) Maintaining and administering security databases other
than with respect to MSDW users.
(p) Where possible, restoring information lost or damaged as
the result of a security violation.
(q) Performing security audits of areas under IBM's management
to verify that quality security procedures are in place.
IBM shall perform periodic audit self assessments for such
areas, and provide written responses to both internal and
external security audits. IBM shall report audit findings
to MSDW for audits conducted jointly by MSDW and IBM.
(r) In consultation with MSDW or its designees, identifying
security risks in areas under IBM's management, and
recommending and implementing procedures to minimize such
risks. With respect to areas not under IBM's management,
advising MSDW of security risks discovered by IBM.
(s) Supporting processes and procedures to secure the Data
Network and protect the confidentiality of MSDW Data, and
supporting processes and procedures to secure the Data
Network against unauthorized access.
(t) Managing security for the Data Network, including, (i)
providing modem access, (ii) implementing access requests
and access rights lists and (iii) managing IDs, passwords,
and logons other than with respect to MSDW End Users. IBM
shall assure that adequate security is in place to
prohibit unauthorized Data Network access.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-40 Final Execution Copy
(u) Establishing and administering procedures to control
remote communications to and from the information
technology systems holding MSDW's programs and MSDW Data
(including Data Network access through the desktop).
(v) Establishing and administering reasonable procedures and
reasonable mechanisms to enable secure Internet/Intranet
access including firewall servers and Internet/Intranet
development controls designed to produce secure
architectures.
(w) Providing authorized MSDW personnel access to all system
audit records for MSDW Data, including those of all IBM
Personnel accesses to MSDW Applications, MSDW Data and
other MSDW resources. This includes access by RACF system
"special" and system "operations".
(x) Upon request of only authorized personnel designated by
MSDW from time to time, activating the system RACF "erase
on scratch" parameter for elective use by MSDW's
Applications for MSDW Data stored on DASD.
(y) Advising and including MSDW as appropriate in
implementations of new RACF options and new technology
directions affecting data security, including but not
limited to, APPC (LU6.2) applications and new RACF
resource classes.
(z) Implement new Equipment or Software in the security
environment as necessary to comply with Sections 3.4 and
16.4 of the Agreement (e.g., enabling individual password
security, implementing stronger authentication
methodologies).
4.9 Physical Security.
-----------------
IBM shall perform physical security functions (e.g.,
identification badge controls, alarm responses) at IBM
Facilities. IBM's physical security procedures shall, at a
minimum, be consistent with standards at well-managed operations
performing services similar to the Services. IBM's
responsibilities shall include:
(a) Providing physical security controls at IBM Facilities;
(b) Restricting access to the Data Centers to authorized
personnel only;
(c) Protecting Equipment at IBM Facilities from unauthorized
access;
(d) With respect to IPSS Services, (i) implementing controls
that protect printed output from unauthorized access while
under IBM's control, and (ii) providing secure storage for
portable storage media under IBM's control; and
(e) Utilizing appropriate equipment and system software to
implement state-of-the-art security solutions.
4.10 Management Support and Advice.
-----------------------------
(a) IBM shall proactively identify strategies and approaches
for future information technology delivery within MSDW
that may provide MSDW with competitive advantages. IBM
shall provide reasonable assistance to MSDW in setting
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-41 Final Execution Copy
MSDW's technology direction and strategy. IBM shall
provide reasonable assistance to MSDW in aligning MSDW's
technical architecture with its business and technical
strategies.
(b) Upon MSDW's request, IBM shall reasonably support MSDW in
the management and representation of technology product
and service offerings to its internal clients.
(c) IBM shall maintain appropriate levels of industry
knowledge in MSDW's business.
(d) IBM shall maintain appropriate levels of participation and
input into forums and conferences, user groups, trade
associations, and similar organizations.
(e) IBM shall provide reasonable access to its knowledge,
information and expertise with respect to data processing,
data networking and other areas related to the Services
and shall provide MSDW with advice and recommendations on
such matters upon the reasonable request of MSDW.
4.11 Training and Education.
----------------------
IBM shall be responsible for maintaining an active and dynamic
training and education program designed to further develop and
maintain the requisite skills and technical knowledge of
personnel assigned by IBM to perform the Services. Without
limiting the generality of the foregoing, IBM shall provide MSDW
with competent personnel across all areas of the Services over
the Term. IBM shall implement an employee training program that
will complement this capability and to further develop and
maintain the requisite skills and technical knowledge of IBM
Personnel assigned to the MSDW account.
4.12 Chargeback.
----------
(a) IBM will provide MSDW with reasonable and sufficient
documentation of its invoiced charges so MSDW can verify
those charges. IBM agrees to provide the supporting
documentation within { * } following request by MSDW. Such
supporting documentation shall include:
(i) record layouts;
(ii) field descriptions;
(iii) calculation methods; and
(iv) data collection methods.
IBM agrees that dollar amounts for charges set forth in
the supporting documentation will match the dollar amounts
for corresponding charges set forth in the applicable
invoice.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-42 Final Execution Copy
(b) Any changes that would require MSDW to make modifications
to its systems or procedures shall be mutually approved
and communicated a minimum of { * } before said changes
are made.
(c) Maintenance procedures shall be established by the Parties
so that MSDW may communicate cost center coding changes
(to the extent utilized as of the Effective Date) for
usage-sensitive billing that will be reflected in
subsequent IBM invoices.
(d) IBM agrees to provide all necessary resources to permit
MSDW to secure MSDW's IBM Account System accounts. IBM
agrees to make available to MSDW, within { * } of MSDW's
request, any new IBM Account System accounts and account
information. Upon request of IBM, MSDW will provide
necessary information to IBM to enable IBM to establish
and maintain all IBM Account System account numbers.
4.13 Documentation.
-------------
IBM shall be responsible for designing, developing and
maintaining up-to-date documentation on the Services, including
technical and training materials on operations procedures,
Equipment and Software provided by IBM; provided that for Third
Party Software and Equipment documentation originally generated
by the third party vendor, IBM's obligation shall only extend to
obtaining and maintaining up-to-date such documentation as is
supplied or made available by the third party vendor from time
to time. IBM's responsibilities with respect to documentation
shall include the following:
(a) On an ongoing basis, auditing documentation for
completeness and accuracy in order to confirm that the
documentation is present, organized, readable and updated.
Where it is determined that documentation is inaccurate
(e.g., erroneous or out of date), IBM shall inform MSDW of
any material inaccuracies and correct such documentation
or, as applicable, use commercially reasonable efforts to
cause the third party vendor responsible for such
documentation to provide corrections.
(b) Providing feature overview and product update
documentation for (i) Systems Software whenever new
releases are implemented, and (ii) Applications Software
that is provided by IBM to provide the Services.
(c) Providing support, advice and assistance to MSDW
consistent with current documentation.
4.14 Systems Management Controls.
---------------------------
Except as otherwise provided by the Procedures Manual, and
without limiting IBM's other responsibilities as set forth in
the Agreement, IBM will design, implement, use and administer
the following Systems Management Control disciplines as the
standard set of procedures for managing the Services:
(a) Problem Management. IBM will identify, record, track, and
------------------
correct issues impacting Service delivery, recognize
recurring problems, address procedural issues and contain
or reduce the impact of problems that occur.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-43 Final Execution Copy
(b) Recovery Management. IBM will use pre-defined, documented
-------------------
recovery procedures required to provide the Services to
End-Users in the event of a failure which procedures are
designed to anticipate and minimize the impact of systems
resource failure, and test such procedures.
(c) Capacity Management. IBM will use, maintain, and provide
-------------------
to MSDW plans to accommodate MSDW's growing or changing
business requirements based on (i) IBM monitoring of usage
(which information will be provided to MSDW), (ii) IBM's
knowledge of MSDW's future plans, and MSDW-provided
information about anticipated plans. IBM will demonstrate
or provide evidence that they can provide for MSDW's
estimates of peak processing requirements by Application.
The Parties will meet at least twice annually (or as
otherwise reasonably requested by a Party) to review
MSDW's business plans to the extent such plans relate to
capacity requirements with respect to the Services. IBM is
responsible for the development and maintenance of
tactical and strategic plans to ensure that the
environments used to provide the Services accommodate
MSDW's known growing or changing business requirements.
MSDW will provide as much notice as is reasonably possible
on foreseeable capacity changes to assist IBM's capacity
management plans. Additionally, MSDW and IBM will meet at
least twice annually to review MSDW business plans as they
relate to capacity requirements.
(d) Performance Management. IBM will monitor, measure, analyze
----------------------
and report systems performance as it compares to the
Performance Standards. Where appropriate, IBM will advise
MSDW of potential changes to enable system performance
improvement.
(e) Change Management. Except as otherwise set forth in the
-----------------
Change Control Procedures, IBM will coordinate the
introduction of Equipment and Software changes into the
environments used to provide the Services by evaluating
the necessity of the change, implementing the change into
the production environment, and verifying its successful
implementation. Change events within the environment that
IBM reasonably anticipates could affect the MSDW business
will be subjected to a change review process that includes
providing MSDW with prior notice of the proposed changes
and obtaining their approval prior to initiating the
change.
4.15 Application Software Standards.
------------------------------
Applications Software provided to IBM for execution will conform
to the following standards:
(a) Applications Software will be tested for compatibility and
conformity to mutually agreed upon specifications before
it is transferred to IBM;
(b) Back-out and recovery procedures will be documented; and
(c) Applications Software will conform to the mutually agreed
upon:
(i) file allocation and naming conventions,
(ii) sysout class,
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-44 Final Execution Copy
(iii) job execution class,
(iv) forms standards,
(v) accounting fields, and
(vi) job name standards.
--------------------------------------------------------------------------------
Schedule A to Services Agreement MSDW/IBM CONFIDENTIAL
A-45 Final Execution Copy
ATTACHMENT A-1
Data Network Access Categories
IBM's provision of access to the Data Network in accordance with Article 3 of
Schedule A shall include the provision of access and Services described for each
access category below based upon the access category and additional options (if
any) purchased by MSDW for a particular Data Network segment.
1. DEDICATED NETWORK ACCESS SERVICE CATEGORIES
1.1 SNA Dedicated Data Network Access Services.
------------------------------------------
(a) 9.6/14.4 Kbps.
-------------
(i) Description of Service.
This is an interactive and batch class of service
delivered via a circuit. Performance requirements
include interactive network performance for host-based
Applications, with some interactive batch print to the
site. It is typically used for sales or branch
offices. An optional switched network backup ("SNBU")
service via dial line is available, which enhances
availability to the network.
(ii) Components.
IBM's provision of this Service shall include the
following:
(A) a single PU (additional PUs will be provided by
IBM pursuant to the applicable pricing set forth
in Attachment C-3 of Schedule C);
(B) remote modem or remote limited distance modem;
(C) tributary circuit;
(D) master modem, bridge, and access to the Data
Network;
(E) configuration support;
(F) Help Desk support; and
(G) Data Network performance support.
(iii) Service Specifications.
This service is provided at 9.6 Kbps or 14.4 Kbps and
may use an analog bridge configuration at the IBM node
via a telco multipoint circuit or via an in-house
circuit. Batch traffic performance is limited due to
the structure of a shared multi-End User environment;
therefore, constant throughput is not achievable by
design.
--------------------------------------------------------------------------------
Attachment A-1 to Schedule A MSDW/IBM CONFIDENTIAL
to Services Agreement A1-1 Final Execution Copy
(b) 19.2 Kbps.
---------
(i) Description of Service.
This is an interactive and batch class of Service
delivered via an analog circuit. Performance
requirements include interactive network performance
for host-based Applications, with some interactive
batch print to the site. Optional SNBU Service via
dial line is available, which enhances Availability
of PU to the Data Network.
(ii) Components.
IBM's provision of this Service shall include the
following:
(A) a single PU (additional PUs will be provided by
IBM pursuant to the applicable pricing set
forth in Attachment C-3 of Schedule C);
(B) remote modem or remote limited distance modem;
(C) tributary circuit or MSDW-provided in-house
circuit;
(D) master modem, bridge, and access to the Data
Network;
(E) configuration support;
(F) Help Desk support; and
(G) Data Network performance support.
(iii) Service Specifications.
Service is 19.2 Kbps, to the IBM node via a telco
circuit. Batch traffic performance is limited due to
the structure of a shared multi-End User
environment; therefore, constant throughput is not
achievable by design.
(c) High-Speed 56 Kbps.
------------------
(i) Description of Service.
Interactive and batch class of service to be
delivered via a digital circuit. Performance
requirements include interactive network performance
for host-based Applications, with some interactive
batch print to the site.
(ii) Components.
IBM's provision of this Service shall include the
following:
(A) a single PU (additional PUs will be provided by
IBM pursuant to the applicable pricing set
forth in Attachment C-3 of Schedule C);
--------------------------------------------------------------------------------
Attachment A-1 to Schedule A MSDW/IBM CONFIDENTIAL
to Services Agreement A1-2 Final Execution Copy
(B) remote CSU/DSU;
(C) digital circuit-in-house or dedicated;
(D) host CSU/DSU -may be replaced with CSU/DSU
data sharing device;
(E) access to the Data Network;
(F) configuration support;
(G) Help Desk support; and
(H) Data Network performance support.
(iii) Service Specifications.
Service is 56 Kbps, via a telco circuit. Batch
traffic performance is limited due to the structure
of a shared multi-End User environment; therefore,
constant throughput is not achievable by design.
1.2 Optional SNA Services.
---------------------
(a) 2-Wire Switched Network Backup Service ("SNBU 2-Wire").
------------------------------------------------------
(i) Description of Service.
Provides dial restoration of an SNA dedicated Data
Network access Service to an alternate node.
Equipment for this option includes adjunct units to
the End-User site modem.
(ii) Components.
IBM's provision of this Service shall include the
following:
(A) remote SNBU cartridge Equipment on the
existing IBM-provided End User site modem;
(B) measured analog business phone line and usage;
(C) dial-up access to the Data Network;
(D) Help Desk Support and regularly scheduled
testing by IBM of the SNBU 2-Wire Service; and
(E) A higher Availability commitment by IBM
pursuant to Schedule B.
(iii) Service Specifications.
SNBU 2-Wire Service includes an analog, 4.8 Kbps,
single dial circuit Service provided by IBM. The
Data Network access capacity using the
--------------------------------------------------------------------------------
Attachment A-1 to Schedule A MSDW/IBM CONFIDENTIAL
to Services Agreement A1-3 Final Execution Copy
SNBU 2-Wire Service option is no greater than 4.8 Kbps
regardless of the Data Network access capacity of the
primary access circuit.
(b) 4-Wire Switched Network Backup Service ("SNBU 4-Wire").
------------------------------------------------------
(i) Description of Service.
Provides dial restoration of an SNA dedicated Data
Network access Service to an alternate node. Equipment
for this option includes adjunct units to the End-User
site modem.
(ii) Components.
IBM's provision of this Service shall include the
following:
(A) remote modem SNBU cartridge Equipment on the
existing IBM-provided End User site modem;
(B) measured analog business phone line and usage;
(C) dial-up access to the Data Network;
(D) Help Desk support and regularly scheduled testing
by IBM of the SNBU 4-Wire Service; and
(E) A higher Availability commitment by IBM pursuant
to Schedule B.
(iii) Service Specifications.
SNBU 4-Wire Service includes two (2) analog circuits
provided by IBM. The Data Network access capacity
using the SNBU 4-Wire Service option is identical to
the Data Network access capacity of the primary access
circuit.
(c) Optional Switched 56 Kbps Back-up Service.
------------------------------------------
(i) Description of Service.
Provides restoration of an SNA dedicated Data Network
access Service to an alternate node.
(ii) Components.
IBM's provision of this Service shall include the
following:
(A) Switched 56 Kbps digital circuit and usage;
(B) Switched 56 Kbps-enabled feature on CSU/DSU;
(C) Digital access to the Data Network;
--------------------------------------------------------------------------------
Attachment A-1 to Schedule A MSDW/IBM CONFIDENTIAL
to Services Agreement A1-4 Final Execution Copy
(D) Help Desk support and regularly scheduled
testing by IBM of the Switched 56 Kbps
Back-Up Service.
(E) A higher Availability commitment by IBM
pursuant to Schedule B.
(iii) Service Specifications.
Provision of this Service includes a digital
switched access circuit to the Data Network at a
capacity equal to or greater than 56 Kbps.
(d) Optional SNA Network Interconnection (SNI) Gateway
--------------------------------------------------
Service.
-------
(i) Description of Service.
Provision of this Service includes the physical
and logical connection between the Data Network
and another MSDW or third party SNA network.
(ii) Components.
IBM's provision of this Service shall include the
following:
(A) remote modem at the access node of the MSDW
or third party SNA network with sufficient
capacity to support the corresponding SNA
dedicated Data Network access Service (as
described in Section 1.1 of this Attachment
A-1) to which this Service applies;
(B) analog dedicated private line circuit and
usage;
(C) modem interfacing with the Data Network and
such private line circuit;
(D) access to the Data Network;
(E) Help Desk support.
(iii) Service Specifications.
Provision of this Service includes an analog
dedicated access circuit to the Data Network at a
capacity up to 56 Kbps that is sufficient to
support the corresponding SNA dedicated Data
Network access Service (as described in Section
1.1 of this Attachment A-1) to which this Service
applies.
(e) SNA High Volume Sites ("High-Volume Sites").
--------------------------------------------
(i) Description of Service.
This optional Service provides specifically
designed communication links to serve a large
number of End-Users at the high-volume site.
--------------------------------------------------------------------------------
Attachment A-1 to Schedule A MSDW/IBM CONFIDENTIAL
to Services Agreement A1-5 Final Execution Copy
(ii) Components.
IBM's provision of this Service for a site shall include
the following:
(A) a local, dedicated front-end processor that serves
the high-volume site;
(B) analog and digital circuits and usage for such
circuits necessary to support the SNA access
requirements of the high-volume site;
(C) provisioning of such circuits as necessary to support
the SNA access requirements of the high-volume site;
(D) access to the Data Network via such circuits;
(E) modem and CSU/DSU Equipment as necessary to support
the SNA access requirements of the high-volume site;
(F) a monthly breakdown of that portion of the Data
Network ASC that is applicable for each of the
individual High-Volume Sites using a methodology that
is consistent with that used to develop the Data
Network ASC; and
(G) Help Desk support.
(iii) Service Specifications.
High Volume Sites are each custom designed and
implemented to support the SNA access requirements of the
high-volume site.
The following are the High-Volume Sites that exist as of the
Effective Date and their respective configurations as of the
Effective Date:
(iv) Discover Card Services, Inc.:
(A) { * } = one (1) 3745 front-end processor, two (2)
128Kbps circuits, three (3) 64Kbps circuits;
(B) { * } = one (1) 3745 front-end processor, two (2)
128Kbps circuits, three (3) 64Kbps circuits;
(C) { * } = four (4) 3745 front-end processors, three (3)
256Kbps circuits, two (2) 192Kbps circuits, one (1)
128Kbps circuit, one (1) 128Kbps circuit (inhouse),
one (1) 256Kbps circuit (inhouse);
(D) { * } = two (2) 3745 front-end processors, four (4)
168Kbps circuits, one (1) 128Kbps circuit, two (2)
64Kbps circuits;
(E) { * } = one (1) 3745 front-end processor, two (2)
128Kbps circuits, two (2) 64Kbps circuits;
--------------------------------------------------------------------------------
Attachment A-1 to Schedule A MSDW/IBM CONFIDENTIAL
to Services Agreement A1-6 Final Execution Copy
(F) { * } = one (1) 3745 front end processor,
three (3) 128Kbps circuits, four (4) 64Kbps
circuits;
(G) { * } = two (2) 3745 front-end processors
(connected by two (2) channel circuits), four
(4) 256 Kbps circuits;
(v) { * } = two (2) 3745 front-end processors, seven
(7) 128Kbps circuits, one (1) 128Kbps circuit
(inhouse);
(vi) { * } = three (3) 3745 front-end processors, two
(2) 1,544 Kbps circuits, two (2) 256Kbps circuits;
(vii) { * } = two (2) 3745 front-end processors, four (4)
1,544 Kbps circuits.
Additional High-Volume Sites may be added by MSDW subject
to the applicable pricing set forth in Schedule C.
1.3 Multiprotocol Network ("MPN") Dedicated Data Network Access
-----------------------------------------------------------
Services.
--------
(a) Description of Service.
IBM provides MPN services. These configurations typically
consist of routers on high-speed digital circuits.
(b) Components.
IBM's provision of this Service shall include the
following:
(i) router with appropriate configuration to satisfy
multiprotocol requirements;
(ii) remote CSU/DSU;
(iii) digital circuit ranging from 56 Kbps to T-1;
(iv) host CSU/DSU;
(v) access to backbone MPN Network via router at host
location;
(vi) configuration support;
(vii) Help Desk support; and
(viii) Data Network performance support.
(c) Service Specifications.
Access capacity for this Service ranges from 56 Kbps to
1.54 Mbps (DS-1) (depending upon the access capacity
selected by MSDW), using routers of various capacities as
MSDW's requirements dictate.
1.4 Frame-Relay Dedicated Data Network Access Services.
--------------------------------------------------
--------------------------------------------------------------------------------
Attachment A-1 to Schedule A MSDW/IBM CONFIDENTIAL
to Services Agreement A1-7 Final Execution Copy
(a) Description of Service.
As part of IBM's provision of MDNS, IBM will provide
access and connectivity to IBM's frame relay-based managed
Data Network. IBM will provide network design guidance,
installation management and network management, as well as
a single interface for dealing with network components and
component suppliers. IBM will provide the necessary MDNS
configurations for TCP/IP, multiprotocol or SNA network
environments. MDNS components are provisioned and managed
by IBM over IBM's frame relay infrastructure, resulting in
secure, high speed, cost effective, managed connectivity.
(b) Components.
IBM's provision of this Service shall include the
following:
(i) Private virtual circuits (PVCs) and appropriate
protocol configurations to satisfy MSDW's TCP/IP,
Multi-protocol or SNA-based requirements;
(ii) remote CSU/DSU;
(iii) managed access connections from 56 Kbps to 1.54
Mbps (DS-1), as selected by MSDW;
(iv) host CSU/DSU;
(v) access to backbone MDNS frame-relay network via
routers or frame switches at host and remote
locations;
(vi) configuration support;
(vii) 7 x 24 proactive monitoring by the Help Desk;
(viii) Data Network performance and capacity management
in accordance with the Agreement; and
(ix) Change management in accordance with the
Agreement.
(c) Service Specifications.
Access capacity for this Service ranges from 56 Kbps to
1.54 Mbps (DS-1) (depending upon the access capacity
selected by MSDW) using routers and switches of various
capacities as MSDW's requirements dictate.
--------------------------------------------------------------------------------
Attachment A-1 to Schedule A MSDW/IBM CONFIDENTIAL
to Services Agreement A1-8 Final Execution Copy
2. SWITCHED NETWORK ACCESS SERVICE CATEGORIES
IBM will provide switched line access to Applications through the use of
telephone dial facilities. This Service will permit asynchronous terminal
emulation and synchronous data link control ("SDLC") access capability.
Security to this dial-up Service shall be provided through the use of
Service Manager ("SM") which provide user identification and password
restriction to access. Specific offerings are described in detail below.
2.1 SNA Dial via 1-800-number.
-------------------------
(a) Description of Service.
This is dial service via a 1-800-number using SNA protocol on a
terminal (typically an informer) or PC with SDLC card and
emulation. MSDW is required to order an XID Network definition
from IBM, and to supply an access password through the Service
Manager (SM) product in order to access the Data Network.
(b) Components.
IBM's provision of this Service shall include the following:
(i) XID definition;
(ii) master site modem;
(iii) 3745 port;
(iv) IBM-supplied 1-800-number service; and
(v) backbone usage from IBM Data Center to host Application.
(c) Service Specifications.
Throughput of switched services varies, based upon the quality
of local telco service. Ports are generally sufficient for all
End Users who desire access. Availability of ports is
monitored.
2.2 SNA Dial via 950-number.
-----------------------
(a) Description of Service.
This is dial service via a 950-number using SNA protocol on a
terminal (typically an Informer) or PC with SDLC card and
emulation. MSDW is required to order an XID Network definition
from IBM, and to supply an access password through the Service
Manager ("SM") product in order to access the Data Network.
(b) Components.
IBM's provision of this Service shall include the following:
--------------------------------------------------------------------------------
Attachment A-1 to Schedule A MSDW/IBM CONFIDENTIAL
to Services Agreement A1-9 Final Execution Copy
(i) XID definition;
(ii) master site modem;
(iii) 3745 port;
(iv) IBM-supplied 950-number service; and
(v) backbone Data Network usage from 950 access point to
host Application
(c) Service Specifications.
Throughput of switched services varies, based upon the
quality of local telco service. Ports are usually sufficient
for End-Users who desire access. Availability of ports is
monitored; however, availability of ports is less closely
monitored than for 1-800 dial service, which is used by MSDW
if 950 service is saturated.
2.3 Asynchronous Dial via 1-800-number.
----------------------------------
(a) Description of Service.
This is dial service via a 1-800-number using an
asynchronous protocol on a terminal or PC with asynchronous
terminal emulation. Asynchronous protocol is converted to
SNA via 3708 protocol converters. MSDW will supply an access
password through the Service Manager (SM) product in order
to access the Data Network.
(b) Components.
IBM's provision of this Service shall include the following:
(i) master site modem;
(ii) 3745 port;
(iii) IBM-supplied 1-800-number service; and
(iv) backbone Data Network usage from IBM Data Center to
host Application.
(c) Service Specifications.
Throughput of switched services varies, based upon the
quality of local telco service. Ports are generally
sufficient for all End-Users who desire access. Availability
of ports is monitored.
--------------------------------------------------------------------------------
Attachment A-1 to Schedule A MSDW/IBM CONFIDENTIAL
to Services Agreement A1-10 Final Execution Copy
2.4 Asynchronous Dial via IBM Passport.
----------------------------------
(a) Description of Service.
Dial service via a 1-800-number or local access numbers
using asynchronous protocol on a PC with IBM Passport
Software (a 3270 emulator for the PC which provides high
performance communication in asynchronous mode using the
Data Network). The End User is required to supply an
access password through the Service Manager (SM) product
in order to access the Data Network. IBM will perform SM
administration.
(b) Components.
IBM's provision of this Service shall include the
following:
(i) IBM Passport IN Gateway configuration;
(ii) IBM-supplied 1-800-number service; and
(iii) Backbone Data Network usage from IN gateway location
to host Application.
(c) Service Specifications.
Throughput of switched services varies, based upon the
quality of local telco service. Ports are generally
sufficient for all End-Users who desire access.
Availability of ports is monitored.
2.5 Bisynchronous Dial Access for EDI Services.
------------------------------------------
(a) Description of Service.
This is a dial service using bisynchronous ("BSC")
protocol for electronic data interchange (EDI)
transmissions.
(b) Components.
IBM's provision of this Service shall include the
following:
(i) master site modem;
(ii) 3745 port;
(iii) IBM-supplied 1-800-number service; and
(iv) Backbone Data Network usage to transfer data to EDI
mailbox.
(c) Service Specifications.
Throughput of switched services varies, based upon the
quality of local telco service.
--------------------------------------------------------------------------------
Attachment A-1 to Schedule A MSDW/IBM CONFIDENTIAL
to Services Agreement A1-11 Final Execution Copy
2.6 Asynchronous or Dial Access for EDI Services.
--------------------------------------------
(a) Description of Service.
This is dial service using asynchronous protocol for
electronic data interchange (EDI) transmissions.
(b) Components.
IBM's provision of this Service shall include the following:
(i) master site modem;
(ii) 3745 port;
(iii) IBM-supplied 1-800-number service; and
(iv) Backbone Data Network usage to transfer data to EDI
mailbox.
(c) Service Specifications.
Throughput of switched services varies, based upon the
quality of local telco service.
--------------------------------------------------------------------------------
Attachment A-1 to Schedule A MSDW/IBM CONFIDENTIAL
to Services Agreement A1-12 Final Execution Copy
ATTACHMENT A-2
Responsibility Matrices
1. Introduction and Definitions
1.1 Introduction.
------------
The matrices contained in this Attachment A-2 are intended to
describe various roles and responsibilities of the Parties with
respect to certain IPSS Services and Data Network Services, which
are defined elsewhere in the Agreement. In the event of a conflict
between the allocation of roles and responsibilities set forth in
this Attachment A-2 and any other portion of the Agreement, such
conflict shall be resolved in accordance with the order of
precedence set forth in Section 22.15 of the Agreement.
1.2 Definitions.
-----------
The following terms shall have the corresponding meanings set
forth in this Section only for the purposes of this Attachment
A-2:
(a) "Perform" means that the applicable Party has primary
responsibility and ownership for ensuring that the
corresponding work is completed in accordance with the
Agreement.
(b) "Assist" means that the applicable Party has secondary
responsibility which includes the contribution of skill,
resources and/or tools to complete the corresponding task(s)
in accordance with the Agreement.
(c) "Requirements" means that the applicable Party defines
technical specifications, workload estimates and/or
alternative evaluation for the corresponding work.
(d) "Approve" means that the applicable Party approves workload
definition and resource implications.
--------------------------------------------------------------------------------
Attachment A-2 to Schedule A MSDW/IBM CONFIDENTIAL
to Services Agreement A2-1 Final Execution Copy
2. IPSS SERVICES RESPONSIBILITY MATRICES
--------------------------------------------------------------------------------------------
RESPONSIBILITY
--------------------
COMPUTER OPERATIONS IBM MSDW
--------------------------------------------------------------------------------------------
Operate console { * }
--------------------------------------------------------------------------------------------
Mount tapes { * }
--------------------------------------------------------------------------------------------
Print forms { * }
--------------------------------------------------------------------------------------------
Recovery restart (recovery management for multi step jobs) { * } { * }
--------------------------------------------------------------------------------------------
Document operations procedures for existing applications { * }
--------------------------------------------------------------------------------------------
Document operations procedures for new applications { * }
--------------------------------------------------------------------------------------------
Provide Job accounting statistics { * }
--------------------------------------------------------------------------------------------
Hardware planning and installation
--------------------------------------------------------------------------------------------
- Define and maintain business process documents { * }
--------------------------------------------------------------------------------------------
- Technology input and review { * } { * }
--------------------------------------------------------------------------------------------
- Hardware facilities requirements planning { * }
--------------------------------------------------------------------------------------------
Capacity management
--------------------------------------------------------------------------------------------
- Define and maintain business process documents { * }
--------------------------------------------------------------------------------------------
- Define and communicate application plans and requirements { * }
--------------------------------------------------------------------------------------------
- Monitor Capacity & recommend solutions { * }
--------------------------------------------------------------------------------------------
Performance management
--------------------------------------------------------------------------------------------
- Define service level requirements { * } { * }
--------------------------------------------------------------------------------------------
- Define and maintain business process documents { * }
--------------------------------------------------------------------------------------------
- Measure and analyze system performance { * }
--------------------------------------------------------------------------------------------
- Measure and analyze application performance, except as otherwise { * } { * }
specified in the Agreement
--------------------------------------------------------------------------------------------
- Implement system improvement programs { * }
--------------------------------------------------------------------------------------------
- Implement application improvement programs { * } { * }
--------------------------------------------------------------------------------------------
Change management
--------------------------------------------------------------------------------------------
- Define and maintain business process documents { * }
--------------------------------------------------------------------------------------------
- Provide change requirements for Application installs and upgrades { * } { * }
--------------------------------------------------------------------------------------------
- Provide change requirements for Systems Software { * } { * }
--------------------------------------------------------------------------------------------
- Conduct change management meeting { * }
--------------------------------------------------------------------------------------------
- Promote changes to production { * } { * }
--------------------------------------------------------------------------------------------
- Report on change success { * }
--------------------------------------------------------------------------------------------
- Follow up & resolve identified problem areas { * } { * }
--------------------------------------------------------------------------------------------
Problem management
--------------------------------------------------------------------------------------------
- Define and maintain business process documents { * }
--------------------------------------------------------------------------------------------
- Record problems { * }
--------------------------------------------------------------------------------------------
- Distribute to support groups for resolution (system related) { * }
--------------------------------------------------------------------------------------------
- Track problem through to resolution (system related) { * }
--------------------------------------------------------------------------------------------
- Gain customer concurrence with problem resolution/closure (system { * } { * }
related)
--------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment A-2 to Schedule A to MSDW/IBM CONFIDENTIAL
Services Agreement A2-2 Final Execution Copy
----------------------------------------------------------------------------------------------
RESPONSIBILITY
---------------------
COMPUTER OPERATIONS IBM MSDW
----------------------------------------------------------------------------------------------
- Provide Trend analysis & develop action plans to resolve problems { * }
(system related)
----------------------------------------------------------------------------------------------
Provide Tape Management
----------------------------------------------------------------------------------------------
- Provide tape library management { * }
----------------------------------------------------------------------------------------------
- Provide tape mount support { * }
----------------------------------------------------------------------------------------------
- Send backups to designated off-site tape storage facility and { * }
retrieve as required
----------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------
RESPONSIBILITY
---------------------
PRODUCTION CONTROL IBM MSDW
----------------------------------------------------------------------------------------------
Data preparation (Setup & define job data requirements) { * }
----------------------------------------------------------------------------------------------
Resolve scheduling conflicts { * } { * }
----------------------------------------------------------------------------------------------
Define schedules { * }
----------------------------------------------------------------------------------------------
Define job streams { * }
----------------------------------------------------------------------------------------------
Write standards and procedures (JCL, promotion, etc.)
----------------------------------------------------------------------------------------------
- Define requirements and standards { * } { * }
----------------------------------------------------------------------------------------------
- Promote to production { * } { * }
----------------------------------------------------------------------------------------------
Batch test schedule (Application)
----------------------------------------------------------------------------------------------
- Define test system requirements { * } { * }
----------------------------------------------------------------------------------------------
- Develop test schedule { * }
----------------------------------------------------------------------------------------------
- Schedule available time and confirm with customer { * }
----------------------------------------------------------------------------------------------
- Execute test { * }
----------------------------------------------------------------------------------------------
- Initiate and track problem report (balancing error) { * }
----------------------------------------------------------------------------------------------
- Track batch problem (ABENDS & Reruns) { * }
----------------------------------------------------------------------------------------------
- Report problem resolution statistics { * }
----------------------------------------------------------------------------------------------
- Preparation of run parameters { * }
----------------------------------------------------------------------------------------------
Batch production schedule (OPC)
----------------------------------------------------------------------------------------------
- Scheduler input { * }
----------------------------------------------------------------------------------------------
- Scheduler updates { * }
----------------------------------------------------------------------------------------------
- Execution { * }
----------------------------------------------------------------------------------------------
Batch schedule (non-production / non-OPC)
----------------------------------------------------------------------------------------------
- Scheduler input { * }
----------------------------------------------------------------------------------------------
- Scheduler updates { * }
----------------------------------------------------------------------------------------------
- Execution { * }
----------------------------------------------------------------------------------------------
Special forms inventory
----------------------------------------------------------------------------------------------
- Ordering { * }
----------------------------------------------------------------------------------------------
- Data center inventory management { * }
----------------------------------------------------------------------------------------------
Report Distribution (Output Services)
----------------------------------------------------------------------------------------------
- Print Insertion { * }
----------------------------------------------------------------------------------------------
- Preparation of on-line reports (e.g., RMDS, SAR) { * }
----------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment A-2 to Schedule A to MSDW/IBM CONFIDENTIAL
Services Agreement A2-3 Final Execution Copy
---------------------------------------------------------------------------------------------
RESPONSIBILITY
----------------------
PRODUCTION CONTROL IBM MSDW
---------------------------------------------------------------------------------------------
- Manage courier contract { * }
---------------------------------------------------------------------------------------------
- Report/microfiche distribution preparation { * }
---------------------------------------------------------------------------------------------
- Report/microfiche distribution (courier set-up/charges) { * }
---------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------
RESPONSIBILITY
---------------------
OPERATIONS ANALYSIS IBM MSDW
---------------------------------------------------------------------------------------------
Production application installation
---------------------------------------------------------------------------------------------
- Acceptance testing { * }
---------------------------------------------------------------------------------------------
- Verification process { * }
---------------------------------------------------------------------------------------------
- Actual installation { * } { * }
---------------------------------------------------------------------------------------------
Establish JCL standards and procedures analysis { * } { * }
---------------------------------------------------------------------------------------------
Create JCL { * }
---------------------------------------------------------------------------------------------
Systems documentation
---------------------------------------------------------------------------------------------
- Set-up { * }
---------------------------------------------------------------------------------------------
- Dependencies { * }
---------------------------------------------------------------------------------------------
- Initiation { * }
---------------------------------------------------------------------------------------------
- Recovery { * }
---------------------------------------------------------------------------------------------
System security subsystems (i.e., CICS, TSO, RACF)
---------------------------------------------------------------------------------------------
- Administration { * } { * }
---------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------
RESPONSIBILITY
---------------------
TECHNICAL SERVICES IBM MSDW
---------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------
System control program installation & maintenance { * }
---------------------------------------------------------------------------------------------
System monitoring { * }
---------------------------------------------------------------------------------------------
Subsystem installation & maintenance (i.e., CICS, TSO, RACF) { * }
---------------------------------------------------------------------------------------------
Program products installation & maintenance { * }
---------------------------------------------------------------------------------------------
Performance Tuning
---------------------------------------------------------------------------------------------
- Systems { * }
---------------------------------------------------------------------------------------------
- Applications { * } { * }
---------------------------------------------------------------------------------------------
Trouble shooting / problem resolution for system program products { * }
---------------------------------------------------------------------------------------------
Trouble shooting / problem resolution for proprietary application { * } { * }
products
---------------------------------------------------------------------------------------------
Back-up / recovery procedures (system) { * }
---------------------------------------------------------------------------------------------
Back-up / recovery procedures (application) { * } { * }
---------------------------------------------------------------------------------------------
CICS
---------------------------------------------------------------------------------------------
Technical guidance regarding products/systems selection { * }
---------------------------------------------------------------------------------------------
System control program installation & maintenance { * }
---------------------------------------------------------------------------------------------
System monitoring { * }
---------------------------------------------------------------------------------------------
Performance tuning
---------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment A-2 to Schedule A to MSDW/IBM CONFIDENTIAL
Services Agreement A2-4 Final Execution Copy
----------------------------------------------------------------------------------------
RESPONSIBILITY
----------------
TECHNICAL SERVICES IBM MSDW
----------------------------------------------------------------------------------------
-- Systems Software { * }
----------------------------------------------------------------------------------------
-- Application Software { * } { * }
----------------------------------------------------------------------------------------
Troubleshooting/problem resolution { * }
----------------------------------------------------------------------------------------
Back-up/recovery procedures (production copies only) { * }
----------------------------------------------------------------------------------------
CICS Test Regions, except as otherwise provided in the Agreement { * }
(including SSAs and any NSAs)
----------------------------------------------------------------------------------------
MQ Series
----------------------------------------------------------------------------------------
Technical guidance regarding products/systems selection { * }
----------------------------------------------------------------------------------------
System control program installation & maintenance { * }
----------------------------------------------------------------------------------------
Create and configure Queue Manager and Channel Initiators { * }
----------------------------------------------------------------------------------------
System monitoring { * }
----------------------------------------------------------------------------------------
Performance tuning
----------------------------------------------------------------------------------------
-- Systems Software { * }
----------------------------------------------------------------------------------------
-- Application Software { * } { * }
----------------------------------------------------------------------------------------
Troubleshooting/problem resolution { * }
----------------------------------------------------------------------------------------
Back-up/recovery procedures (production copies only) { * }
----------------------------------------------------------------------------------------
Recover Queue Manager on System Failures { * }
----------------------------------------------------------------------------------------
MQ Series Test Environment, except as otherwise provided in the { * }
Agreement (including SSAs and any NSAs)
----------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------
RESPONSIBILITY
----------------
MAINFRAME DATA BASE ADMINISTRATION IBM MSDW
----------------------------------------------------------------------------------------
Data modeling { * }
----------------------------------------------------------------------------------------
Logical data base design { * }
----------------------------------------------------------------------------------------
Database reorgs & image copies { * }
----------------------------------------------------------------------------------------
Physical data base design { * }
----------------------------------------------------------------------------------------
Physical data base review / support { * }
----------------------------------------------------------------------------------------
User access (views, copy members) { * }
----------------------------------------------------------------------------------------
DB2 System Security { * }
----------------------------------------------------------------------------------------
DB2 capacity planning { * } { * }
----------------------------------------------------------------------------------------
DB2 performance management { * } { * }
----------------------------------------------------------------------------------------
DB2 performance utilization tracking { * } { * }
----------------------------------------------------------------------------------------
Provide Back-up/recovery procedures (DB2 System) { * }
----------------------------------------------------------------------------------------
Provide Back-up/recovery procedures (Application Tables) { * }
----------------------------------------------------------------------------------------
DB2 troubleshooting / problem resolution
----------------------------------------------------------------------------------------
- Provide on call support related to DB2 sub system { * }
----------------------------------------------------------------------------------------
- Identify and resolve Application database problems { * } { * }
----------------------------------------------------------------------------------------
- Identify and resolve system and subsystem database problems { * }
----------------------------------------------------------------------------------------
Monitor DB2 system and databases
----------------------------------------------------------------------------------------
- Monitor system performance { * }
----------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment A-2 to Schedule A to MSDW/IBM CONFIDENTIAL
Services Agreement A2-5 Final Execution Copy
-----------------------------------------------------------------------------------------------------------------
RESPONSIBILITY
---------------------------------
MAINFRAME DATA BASE ADMINISTRATION IBM MSDW
-----------------------------------------------------------------------------------------------------------------
- Monitor database and application performance { * }
-----------------------------------------------------------------------------------------------------------------
- Recommend system changes to prevent degradation { * } { * }
-----------------------------------------------------------------------------------------------------------------
- Monitor and manage system resources (i.e., DASD, CPU) in support of { * }
DB2 databases
-----------------------------------------------------------------------------------------------------------------
Develop procedures and processes to ensure data integrity and { * }
recoverability for DB2 databases
-----------------------------------------------------------------------------------------------------------------
Provide support to application development
-----------------------------------------------------------------------------------------------------------------
- Adding and/or changing resources (i.e., DB2 databases, transactions, { * }
application programs, terminals, etc.) to systems
-----------------------------------------------------------------------------------------------------------------
- Make changes to existing DB2 databases { * }
-----------------------------------------------------------------------------------------------------------------
- Create new databases { * } { * }
-----------------------------------------------------------------------------------------------------------------
- Modify existing and/or creating new procedures, utilities, and/or jobs { * }
to support changes to existing systems, databases and/or new databases
-----------------------------------------------------------------------------------------------------------------
Fourth generation language maintenance support (i.e., QMF, CSP, etc.) { * }
-----------------------------------------------------------------------------------------------------------------
-----------------------------------------------------------------------------------------------------------------
RESPONSIBILITY
---------------------------------
DATA CENTER FAILURE RECOVERY IBM
-----------------------------------------------------------------------------------------------------------------
Data Center Machine failure recovery { * }
-----------------------------------------------------------------------------------------------------------------
Fix Data Center Machine failures { * }
-----------------------------------------------------------------------------------------------------------------
Fix Systems Software failures { * }
-----------------------------------------------------------------------------------------------------------------
Fix IBM Applications Software failures { * }
-----------------------------------------------------------------------------------------------------------------
Fix MSDW Applications Software failures { * }
-----------------------------------------------------------------------------------------------------------------
End User Machine failure recovery (Hardware & Programs, not data) { * }
-----------------------------------------------------------------------------------------------------------------
-----------------------------------------------------------------------------------------------------------------
RESPONSIBILITY
---------------------------------
DATA CENTER DISASTER RECOVERY IBM
-----------------------------------------------------------------------------------------------------------------
Develop & maintain a disaster recovery plan as outlined in IGS { * }
Contingency Bulletins
-----------------------------------------------------------------------------------------------------------------
Develop & maintain a disaster recovery plan as outlined in MSDW ACP { * }
(Application Contingency Plan)
-----------------------------------------------------------------------------------------------------------------
Coordinate disaster recovery testing for the Services and report results { * }
-----------------------------------------------------------------------------------------------------------------
Perform disaster recovery testing for MSDW Applications { * } { * }
-----------------------------------------------------------------------------------------------------------------
Perform disaster recovery testing for the Services { * }
-----------------------------------------------------------------------------------------------------------------
-----------------------------------------------------------------------------------------------------------------
RESPONSIBILITY
---------------------------------
SERVICE LEVEL PERFORMANCE IBM MSDW
-----------------------------------------------------------------------------------------------------------------
-----------------------------------------------------------------------------------------------------------------
Provide Service Level Management
-----------------------------------------------------------------------------------------------------------------
- Provide monthly reports on service level attainment for agreed to { * }
service levels
-----------------------------------------------------------------------------------------------------------------
- Write and maintain service level agreements with MSDW { * } { * }
-----------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment A-2 to Schedule A to MSDW/IBM CONFIDENTIAL
Services Agreement A2-6 Final Executive Copy
------------------------------------------------------------------------------------------------------------------
MAINFRAME LOGICAL ACCESS CONTROL RESPONSIBILITY
----------------------------------------
IBM MSDW
------------------------------------------------------------------------------------------------------------------
Install, maintain and upgrade new or existing data access control { * } { * }
software
------------------------------------------------------------------------------------------------------------------
Identify the protection requirements for operating system resources { * }
------------------------------------------------------------------------------------------------------------------
Identify the protection requirements for application resources { * }
------------------------------------------------------------------------------------------------------------------
Identify the protection requirements for End User data { * }
------------------------------------------------------------------------------------------------------------------
Establish, change, deactivate and remove logon IDs, associated access { * }
authorities and reset passwords for IBM employees
------------------------------------------------------------------------------------------------------------------
Establish, change, deactivate and remove logon IDs, associated access { * }
authorities and reset passwords for MSDW employees
------------------------------------------------------------------------------------------------------------------
Periodically review IBM logon IDs and remove those for which management { * }
authorization no longer exists
------------------------------------------------------------------------------------------------------------------
Periodically review MSDW logon IDs and remove those for which management { * }
authorization no longer exists
------------------------------------------------------------------------------------------------------------------
Review, approve and grant requests for MSDW privileged user authorities { * } { * }
------------------------------------------------------------------------------------------------------------------
Periodically review privileged user authorities and remove those which { * } { * }
are no longer needed
------------------------------------------------------------------------------------------------------------------
Logs & alerts monitoring & response, incident investigation and security { * }
audits for IBM users
------------------------------------------------------------------------------------------------------------------
Logs & alerts monitoring & response, incident investigation and security { * }
audits for MSDW users
------------------------------------------------------------------------------------------------------------------
Revoke unused IDs after one hundred eighty (180) days { * }
------------------------------------------------------------------------------------------------------------------
3. DATA NETWORK SERVICES RESPONSIBILITY MATRICES
-----------------------------------------------------------------------------------------------------------------
Responsibility
-----------------------------------------
DATA NETWORK SERVICES IBM MSDW
-----------------------------------------------------------------------------------------------------------------
Data Network Operations
-----------------------------------------------------------------------------------------------------------------
Monitor WAN systems { * }
-----------------------------------------------------------------------------------------------------------------
Provide network maintenance coordination { * }
-----------------------------------------------------------------------------------------------------------------
Perform preventive maintenance on the IBM Network { * }
-----------------------------------------------------------------------------------------------------------------
Provide connectivity to MSDW locations from IBM Data Center { * }
-----------------------------------------------------------------------------------------------------------------
Resolve network problems { * }
-----------------------------------------------------------------------------------------------------------------
Provide network statistical reporting { * }
-----------------------------------------------------------------------------------------------------------------
Provide connectivity between MSDW locations { * }
-----------------------------------------------------------------------------------------------------------------
Data Network Management
-----------------------------------------------------------------------------------------------------------------
Manage and operate the Help Desk { * }
-----------------------------------------------------------------------------------------------------------------
Problem determination on circuits/hardware { * }
-----------------------------------------------------------------------------------------------------------------
Network maintenance and maintenance vendor contracts { * }
-----------------------------------------------------------------------------------------------------------------
Vendor dispatch(e.g. maintenance) { * }
-----------------------------------------------------------------------------------------------------------------
FCC regulatory compliance, license fees and license management { * }
-----------------------------------------------------------------------------------------------------------------
Attachment A-2 to Schedule A to MSDW/IBM CONFIDENTIAL
Services Agreement A2-7 Final Execution Copy
-----------------------------------------------------------------------------------------------------------------
Responsibility
---------------------------------
DATA NETWORK SERVICES IBM MSDW
-----------------------------------------------------------------------------------------------------------------
Network Engineering
-----------------------------------------------------------------------------------------------------------------
Determine network implementation plan { * } { * }
-----------------------------------------------------------------------------------------------------------------
Oversee 3rd party work in implementing new network { * } { * }
-----------------------------------------------------------------------------------------------------------------
Provide and define enterprise network architecture as it applies to { * } { * }
the Services
-----------------------------------------------------------------------------------------------------------------
Data Network design
-----------------------------------------------------------------------------------------------------------------
Define Data Network project roll out requirements { * } { * }
-----------------------------------------------------------------------------------------------------------------
Define Data Network project planning { * }
-----------------------------------------------------------------------------------------------------------------
Network Control and Connectivity
-----------------------------------------------------------------------------------------------------------------
Monitor physical connections on Data Network { * }
-----------------------------------------------------------------------------------------------------------------
Monitor logical connections on Data Network { * }
-----------------------------------------------------------------------------------------------------------------
Estimate necessary wide area network bandwidth { * }
-----------------------------------------------------------------------------------------------------------------
Provide initial capacity for network bandwidth { * }
-----------------------------------------------------------------------------------------------------------------
Following the Transition Period, be responsible for the network { * }
bandwidth
-----------------------------------------------------------------------------------------------------------------
Provide business, applications and End User data network requirements { * }
-----------------------------------------------------------------------------------------------------------------
Provide redundant connections as required { * }
-----------------------------------------------------------------------------------------------------------------
Network Provisioning
-----------------------------------------------------------------------------------------------------------------
Procure network equipment { * }
-----------------------------------------------------------------------------------------------------------------
Provide wide area network bandwidth necessary to provide Services { * }
-----------------------------------------------------------------------------------------------------------------
Maintain network equipment { * }
-----------------------------------------------------------------------------------------------------------------
Network Software Configuration
-----------------------------------------------------------------------------------------------------------------
Configure WAN Router Software to support network/customer requirements { * }
-----------------------------------------------------------------------------------------------------------------
Configure Netview Software to support network/customer requirements { * }
-----------------------------------------------------------------------------------------------------------------
Configure VTAM Software to support network/customer requirements { * }
-----------------------------------------------------------------------------------------------------------------
Configure NCP Software to support network/customer requirements { * }
-----------------------------------------------------------------------------------------------------------------
Configure Firewall Software to support network/customer requirements { * }
-----------------------------------------------------------------------------------------------------------------
Data Network Software Support
-----------------------------------------------------------------------------------------------------------------
Install and maintain WAN router software at supported release levels { * }
-----------------------------------------------------------------------------------------------------------------
Install and maintain Netview software at supported release levels { * }
-----------------------------------------------------------------------------------------------------------------
Install and maintain VTAM software at supported release levels { * }
-----------------------------------------------------------------------------------------------------------------
Install and maintain NCP software at supported release levels { * }
-----------------------------------------------------------------------------------------------------------------
Install and maintain Firewall software at supported release levels { * }
-----------------------------------------------------------------------------------------------------------------
Data Network Field Support
-----------------------------------------------------------------------------------------------------------------
Coordinate installation of approved additional Routers on existing, { * } { * }
in-scope LANs.
-----------------------------------------------------------------------------------------------------------------
Coordinate installation of upgrades to approved Routers on existing, { * } { * }
in-scope LANs.
-----------------------------------------------------------------------------------------------------------------
Pre-testing of equipment prior to install { * } { * }
-----------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment A-2 to Schedule A to MSDW/IBM CONFIDENTIAL
Services Agreement A2-8 Final Executive Copy
-----------------------------------------------------------------------------------------------------------------
Responsibility
---------------------------------
DATA NETWORK SERVICES IBM MSDW
-----------------------------------------------------------------------------------------------------------------
-----------------------------------------------------------------------------------------------------------------
Design equipment cabinet layout and cabling for MSDW { * } { * }
-----------------------------------------------------------------------------------------------------------------
Implement equipment cabinet layout and cabling for MSDW { * } { * }
-----------------------------------------------------------------------------------------------------------------
Provide turnover documentation to IBM NMC for updates { * }
-----------------------------------------------------------------------------------------------------------------
Maintain port and channel assignments { * }
-----------------------------------------------------------------------------------------------------------------
Troubleshoot and repair Data Network Equipment located at MSDW { * } { * }
locations
-----------------------------------------------------------------------------------------------------------------
Troubleshoot and repair Data Network Equipment not located at MSDW { * }
locations
-----------------------------------------------------------------------------------------------------------------
Data Network Security
-----------------------------------------------------------------------------------------------------------------
Approve End User access/revocation list to network, applications and { * }
systems
-----------------------------------------------------------------------------------------------------------------
Implement approved Service Manager (SM) End User access requests, { * } { * }
access rights lists, and passwords
-----------------------------------------------------------------------------------------------------------------
Implement approved non-Service Manager End User access requests, { * } { * }
access rights lists, and passwords
-----------------------------------------------------------------------------------------------------------------
Deactivate Service Manager passwords, and access rights { * } { * }
-----------------------------------------------------------------------------------------------------------------
Deactivate non-Service Manager passwords, and access rights { * } { * }
-----------------------------------------------------------------------------------------------------------------
Data Network Billing
-----------------------------------------------------------------------------------------------------------------
Provide billing detail to MSDW { * }
-----------------------------------------------------------------------------------------------------------------
Communications Systems Circuit Installation Management
-----------------------------------------------------------------------------------------------------------------
Order and monitor 3rd party leased line services { * } { * }
-----------------------------------------------------------------------------------------------------------------
Coordinate installation of IBM communications systems in new or { * } { * }
modified facilities
-----------------------------------------------------------------------------------------------------------------
Plan and schedule installation { * } { * }
-----------------------------------------------------------------------------------------------------------------
Perform Site surveys { * } { * }
-----------------------------------------------------------------------------------------------------------------
Determine circuit configurations and capacities { * }
-----------------------------------------------------------------------------------------------------------------
Provide End User / site requirements { * } { * }
-----------------------------------------------------------------------------------------------------------------
Dial in Connectivity
-----------------------------------------------------------------------------------------------------------------
Provide maintenance for dial access servers { * }
-----------------------------------------------------------------------------------------------------------------
Problem determination on dial access servers { * }
-----------------------------------------------------------------------------------------------------------------
Issue and maintain database of dial access numbers { * }
-----------------------------------------------------------------------------------------------------------------
Manage dial-in End User authentication { * }
-----------------------------------------------------------------------------------------------------------------
Dial access modems management at IBM Point of Presence { * }
-----------------------------------------------------------------------------------------------------------------
Dial access modems management for End User Modems { * }
-----------------------------------------------------------------------------------------------------------------
Standards
-----------------------------------------------------------------------------------------------------------------
Define Data Network standards { * } { * }
-----------------------------------------------------------------------------------------------------------------
Provide input and review { * } { * }
-----------------------------------------------------------------------------------------------------------------
Implement standards { * } { * }
-----------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment A-2 to Schedule A to MSDW/IBM CONFIDENTIAL
Services Agreement A2-9 Final Executive Copy
SCHEDULE B
Performance Standards
1. INTRODUCTION............................................................................................. 1
1.1 Objectives and Goals............................................................................ 1
1.2 Definitions..................................................................................... 1
2. OVERVIEW OF PERFORMANCE STANDARDS........................................................................ 7
2.1 Rights and Remedies............................................................................. 7
2.2 Overview of Performance Standards............................................................... 7
3. BUSINESS DELIVERY STANDARD EVENTS........................................................................ 7
4. MINIMUM PERFORMANCE STANDARD EVENTS...................................................................... 8
4.1 Minimum Performance Standards................................................................... 8
4.2 Minimum Performance Standard Event.............................................................. 8
4.3 Performance Standard Credits.................................................................... 8
4.4 Assessment of Performance Standard Credits...................................................... 8
5. ADJUSTMENT OF PERFORMANCE STANDARDS...................................................................... 9
5.1 Review of Performance Standards................................................................. 9
5.2 Proposing Changes to Performance Standards...................................................... 10
5.3 Approval of Proposals........................................................................... 10
6. ENTERPRISE-WIDE PERFORMANCE STANDARDS.................................................................... 12
6.1 Help Desk Problem Management Performance Standards.............................................. 12
6.2 Contingency Services Performance Standards...................................................... 13
6.3 Delivery Times for Invoices and Billing Information............................................. 14
6.4 Moves, Adds and Changes......................................................................... 14
7. GENERAL.................................................................................................. 15
7.1 Largest Performance Standard Credit Applies..................................................... 15
7.2 MSDW Business Unit Customer Satisfaction........................................................ 15
7.3 Hours........................................................................................... 16
7.4 Measurement Frequency........................................................................... 16
7.5 Right of Access to Performance Standard Information............................................. 16
7.6 Multiple Performance Standard Conditions........................................................ 16
7.7 Excused Events.................................................................................. 17
7.8 Establishment of Performance Standards Applicable to Managed Data Network Services (MDNS)....... 17
ATTACHMENT B-1: Performance Standards for Novus Financial.................................................. B1 - 1
--------------
ATTACHMENT B-2: Performance Standards for Xxxx Xxxxxx Xxxxxxxx............................................. B2 - 1
--------------
ATTACHMENT B-3: Performance Standards for Discover Financial Services...................................... B3 - 1
--------------
ATTACHMENT B-4: Voice Services Performance Standards....................................................... B4 - 1
--------------
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-i Final Execution Draft
1. INTRODUCTION
1.1 Objectives and Goals.
--------------------
(a) Pursuant to Section 8.1(a) of the Agreement, this Schedule B sets
forth the Performance Standards and the methodologies that will
be used to measure IBM's performance of the Services.
(b) It is the Parties' intent that this Schedule B be amended from
time to time in an expeditious fashion pursuant to Article 6 of
this Schedule B.
1.2 Definitions.
-----------
(a) "Amount at Risk" shall mean, for any calendar month of the Term,
the amount equal to { * } of the aggregate of all charges payable
to IBM under the Agreement for such calendar month.
(b) "Availability" of any Service means the extent to which such
Service is actually Available for Use by MSDW or a particular
MSDW Business Unit, expressed (i) as a percentage pursuant to the
following formula
Availability % = { * }
or (ii) as otherwise set forth in the Attachments (e.g., limits
on length and duration of Outages).
(c) "Available for Use" means the ability of Services, to the extent
IBM is responsible for providing such ability as part of a
Service, to be used by MSDW or a particular MSDW Business Unit in
accordance with the specifications for such Services. With
respect to Data Network Services, "Available for Use" includes
the ability, to the extent IBM is responsible for providing such
ability as part of the Services, of data to be transmitted and
received, without IBM-caused corruption, by an MSDW Business Unit
between IBM service demarcation points of the Data Network. With
respect to the Help Desk, "Available for Use" includes the
ability, to the extent IBM is responsible for providing such
ability as part of the Services, of a user to access on-line
problem tracking systems and Help Desk personnel that are ready
and capable of initiating and managing the Problem resolution
process for Problems reported by such user.
(d) "Basis Period" means the aggregate of the Scheduled Uptime during
the corresponding Measurement Window.
(e) "Batch Completion Time" means the time of day at which (i) the
time stamp is placed on a Batch Job by the operating system and
recorded in an automated job scheduling system indicating that
processing has completed successfully, and (ii) such completed
processing is Available for Use.
(f) "Batch Input Queue Time" means the amount of time between (i) the
moment when a particular Batch Job is received by the host
processor's batch job reader, and (ii) the moment when such Batch
Job is actually initiated by the CPU.
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-1 Final Execution Draft
(g) "Batch Job" shall mean any of the scheduled mainframe processing
jobs, including those specified in the Attachments, for which IBM
is responsible.
(h) "Business Days" will mean Monday through Friday (except holidays
on which the offices of MSDW or an MSDW Business Unit, as
applicable, are not open for regular business). Where this
Schedule B provides for the addition or subtraction of a Business
Day(s), the result will mean the same time of day as the time of
an event on the original Business Day (i.e., an Outage at 3:00
p.m. local time on Monday is recovered by the following Business
Day if such recovery occurs by 3:00 p.m. local time on Tuesday,
provided that both Monday and Tuesday are Business Days).
(i) "Business Delivery Standards" has the meaning set forth in
Section 2.2(a) of this Schedule B.
(j) "Business Delivery Standard Event" has the meaning set forth in
Article 3 of this Schedule B.
(k) "Business Impacting Event" means significant errors, omissions or
other circumstances with respect to a Print and Insertion Job or
a Print Only Job for which IBM is responsible that may reasonably
have a significantly adverse effect on MSDW or MSDW customers.
Depending on the circumstances on a "per occurrence basis," and
as agreed upon by the Parties, Business Impacting Events may
include:
(i) Failure to print and/or mail a complete sequence/cycle for
a client;
(ii) Statements printed on the wrong form;
(iii) Statements mailed in the wrong external envelope;
(iv) Failure to mail a scheduled insert that could result in a
fine or regulatory compliance issue for the client (credit
terms notification, quarterly financial statements, etc.);
(v) Documents sent to wrong customer;
(vi) Duplicate documents sent to the same customer;
(vii) Wrong insert included with customer documents;
(viii) Misplacement of data on the form or document, especially
OCR scan line; or
(ix) Poor quality (not machine scannable) MICR print.
(l) "Busy Hour" means the hour of each day during the applicable
Measurement Window in the Voice Network or Data Network, as
applicable, carries the most traffic.
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-2 Final Execution Draft
(m) "Credit Amount" will mean the Level One Credit Amount, Level Two
Credit Amount or Level Three Credit Amount, as applicable.
(i) "Level One Credit Amount" shall mean the amount equal to {
* }.
(ii) "Level Two Credit Amount" shall mean the amount equal to {
* }.
(iii) "Level Three Credit Amount" shall mean the amount equal to
{ * }.
(n) "Data Network" has the meaning set forth in Section 1.1(e) of
Schedule A.
(o) "Data Network Maintenance Window" has the meaning set forth in
Section 1.1(f) of Schedule A.
(p) "Delivery Time" means the time of day at which, or period of time
in which, as applicable, a deliverable specified in this Schedule
B (including Section 6.3 of this Schedule B) is delivered by IBM
to the appropriate location and addressed to the appropriate
recipient(s) designated from time to time by MSDW or a MSDW
Business Unit.
(q) "Excused Downtime" means the aggregate, during a Measurement
Window, of any periods of Scheduled Uptime during which a Service
that corresponds to such Scheduled Uptime is not Available for
Use, and:
(i) for which the Parties have mutually pre-arranged and
agreed that such Service will not be Available for Use, or
(ii) for which IBM is excused from performing as set forth in
Section 7.7 of this Schedule B.
(r) "Frame Delivery Rate" means the quantity calculated as (i) the
aggregate number of all data packets introduced at a Data Network
ingress point during the Basis Period for the Data Network that
reach the intended Data Network egress point without any data
corruption in such packets, divided by (ii) the aggregate number
of all data packets introduced at a Data Network ingress point
during such Basis Period, the result expressed as a percentage.
Upon the commencement of any of the baselining processes
applicable to MDNS Frame Delivery Rate Performance Standards (as
such processes are described in Section 7.8 of this Schedule B),
the Parties will review the foregoing definition of "Frame
Delivery Rate" as it relates to MDNS and may modify such
definition for MDNS to the extent mutually agreed by the Parties.
(s) "Help Desk" has the meaning set forth in Section 4.7 of
Schedule A.
(t) "IPSS Maintenance Window" has the meaning set forth in Section
1.1 of Schedule A.
(u) "IPSS Production Support Center" shall have the meaning set forth
in Schedule A.
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-3 Final Execution Draft
(v) "Latency" shall means the time interval, during Scheduled Uptime,
between (i) the moment when the last bit of a data packet of a
ping is presented to an ingress/egress demarcation point of the
Data Network, until (ii) the moment when the last bit of a data
packet of the returned ping exits such ingress/egress demarcation
point. Upon the commencement of any of the baselining processes
applicable to MDNS Latency Performance Standards (as such
processes are described in Section 7.8 of this Schedule B), the
Parties will review the foregoing definition of "Latency" as it
relates to MDNS and may modify such definition to the extent
mutually agreed by the Parties.
(w) "MACs Time" means the interval of time between (i) receipt by IBM
of a request by an MSDW Business Unit for a move, add, or change
of a Service at one or more sites, and (ii) the time IBM
successfully completes such request. MACs Time with respect to
Data Network Services or Voice Services includes the time
necessary to provide any implementation, testing, configuration
and tuning Services with respect to related network Software
changes in a production environment. Upon the completion of the
process described in Section 6.4(b) of this Schedule B, the
Parties will review the foregoing definition of "MACs Time" and
to the extent mutually agreed, modify the definition as necessary
and appropriate under the circumstances, including, to the extent
mutually agreed, as necessary to exclude time during which IBM is
tendering performance of a move, add or change Service and MSDW
is not in compliance with any mutually agreed upon
site-preparation requirements.
(x) "Mailer" means a unit of mail to a MSDW customer (e.g., an
envelope and its contents) for which IBM is responsible for
printing, organizing, processing, preparing for mailing and
mailing pursuant to a particular Print and Insertion Job.
(y) "Measurement Window" means the periods of time specified for a
Performance Standard during which IBM's actual performance of the
relevant Services is to be measured against the corresponding
Performance Standards.
(z) "Minimum Performance Standards" has the meaning set forth in
Section 2.2(b) of this Schedule B.
(aa) "Minimum Performance Standard Event" has the meaning set forth in
Section 4.2 of this Schedule B.
(bb) "On-lines" means those interactive mainframe processing jobs for
which IBM is responsible.
(cc) "Outage" will mean any period of Scheduled Uptime during which a
Service for which IBM is responsible as part of the Services and
that correspond to such Scheduled Uptime is not Available for
Use, excluding Excused Downtime. IBM will proactively monitor the
provision of Services and report any Outages to MSDW and any
affected MSDW Business Units as mutually agreed.
(dd) "Performance Standards" mean the Minimum Performance Standards
and the Business Delivery Standards, collectively.
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-4 Final Execution Draft
(ee) "Performance Standard Credit" will mean, with respect to each
Minimum Performance Standard Event in a calendar month of the
Term, the amount specified as such in this Schedule B for the
corresponding Minimum Performance Standard.
(ff) "Postal Day" means U.S. Postal Service workdays. Where this
Schedule B provides for the addition or subtraction of a Postal
Day(s), the result will mean the same time of day as the time
of an event on the original Postal Day (i.e., if the completion
time for a Print and Insertion Job is scheduled for 3:00 p.m.
on Monday and is extended by one (1) Postal Day, the resulting
completion time is 3:00 p.m. local time on Tuesday, provided
that both Monday and Tuesday are Postal Days).
(gg) "Print Productivity" means, with respect to a Print Only Job or
a Print and Insertion Job, the time between the moment of
receipt by IBM from a MSDW Business Unit of the necessary data
files that such MSDW Business Unit is responsible for providing
IBM in conjunction with such Print Only Job or Print and
Insertion Job, and (i) if the job is a Print Only Job, the time
that the aggregate printed output associated with such Print
Only Job is printed and tendered for pick-up or delivery, as
appropriate, to the appropriate MSDW vendor responsible for
mailing such printed output, or (ii) if the job is a Print and
Insertion Job, the time that all Mailers associated with that
Print and Insertion Job are prepared for mailing (i.e.,
printed, inserted and postmarked), delivered to the IBM presort
vendor and delivered to the U.S. Postal Service.
(hh) "Print and Insertion Job" means (i) the printing, processing,
organizing, inserting and preparation for mailing of the
printed and other materials that are specified in the
Attachments to this Schedule B, and (ii) the mailing of such
materials to MSDW customers or the delivery of such materials
to the appropriate IBM vendor responsible for mailing such
materials.
(ii) "Print Only Job" means (i) the printing of the items specified
in the Attachments to this Schedule B, and (ii) the performing
of any post-printing Service, including processing and
organizing, that prepares such items for pickup by the
appropriate MSDW vendor or delivery to the appropriate
destination of such MSDW vendor responsible for mailing such
items.
(jj) "Problem" means (i) any user question or concern regarding the
Services, or (ii) any unscheduled event that adversely affects
the Services. Upon notification of a Problem to a Help Desk,
IBM shall identify and classify such Problem according to the
Severity Levels; however, MSDW may reasonably and in good faith
change the Severity Level selected by IBM to more accurately
reflect the effect of a Problem on MSDW.
(kk) "Response Time" will mean the time interval, during Scheduled
Uptime, between the moment when a message is presented to an
ingress point of the Data Network until the moment when the
complete transmission of the return message is presented to the
originator, including Transmission Time from the originator,
host processing time (including records search time and/or
application processing time), and Transmission Time back to the
originator, unless expressly
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM CONFIDENTIAL
B-5 Final Execution Draft
provided otherwise, but excluding time during which the message
is processed by systems for which IBM is not responsible as
part of the Services.
(ll) "Scheduled Uptime" will mean, with respect to a Performance
Standard, the time set forth in Article 6 of this Schedule B or
the Attachments during which the applicable corresponding
Services for which IBM is responsible are scheduled to be
Available for Use during the applicable Measurement Window.
(mm) "Severity Level" shall have the meaning set forth in Section
6.1 of this Schedule B.
(nn) "Speed of Answer" means, with respect to a Help Desk call, the
time between (i) the Automatic Call Distributor's receipt of
the call, and (ii) the time the call is answered by a live call
agent responsible for MSDW Problem resolution management.
(oo) "Successful Address Space Threshold" means, with respect to CPU
allocation, the percentage of Successful Samples obtained to
all samples taken categorized by CPU task classification (e.g.,
STC, On-lines, TSO, Batch) and class of service (e.g., A, B, C)
for a single CPU address space during the applicable
Measurement Window.
(pp) "Successful Job Threshold" means, with respect to CPU
allocation, the percentage of all CPU jobs that meet the agreed
upon Successful Address Space Threshold (i.e., if the
Successful Address Space Threshold is X% and the Successful Job
Threshold is Y%, then X% of the samples must be successful Y%
of the time).
(qq) "Successful Sample" means, with respect to CPU allocation, the
circumstance in which a sampled address space is not waiting
for resources such as CPU or memory.
(rr) "Transmission Time" means the time interval, during Scheduled
Uptime, between (i) the moment when the last bit of a message
is presented to an ingress point of the Data Network, until
(ii) the moment when that last bit of such message exits an
egress point of such Data Network at the appropriate node.
(ss) "Trigger Event" has the meaning set forth in Section 5.1(b) of
this Schedule B.
(tt) "Unexcused Downtime" means time during the Scheduled Uptime for
a Measurement Window that is not Excused Downtime and during
which a particular Service for which IBM is responsible as part
of the Services is not Available for Use by MSDW or a
particular MSDW Business Unit, as applicable, due to an action,
omission or resource for which IBM is responsible under the
Agreement. Notwithstanding the foregoing, Outages less than ten
(10) minutes in duration for which causation is not determined
(i) will be deemed Unexcused Downtime with respect to CICS, DB2
or TCAM, or any other systems agreed upon by the Parties, and
(ii) will be deemed Excused Downtime with respect to AIS, the
Sequent system, or any other systems agreed upon by the
Parties.
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM CONFIDENTIAL
B-6 Final Execution Draft
All other capitalized terms not defined herein shall have the
meaning set forth in the Agreement.
2. OVERVIEW OF PERFORMANCE STANDARDS
2.1 Rights and Remedies.
-------------------
Except to the extent that { * } of this Schedule B, { * } relating
to a failure to perform the Services.
2.2 Overview of Performance Standards.
---------------------------------
The Performance Standards consist of the following sets of metrics:
(a) Business Delivery Standards. This Schedule B, including the
---------------------------
Attachments, set forth certain obligations regarding IBM's
performance of the Services which reflect IBM's performance
of the Services historically (such Performance Standards the
"Business Delivery Standards"). MSDW and IBM each acknowledge
that the agreed-upon Business Delivery Standards largely
reflect an average over a year of monthly performance
results, with some individual months' results for a given
Business Delivery Standard falling above the agreed Business
Delivery Standard and some falling below. Inherently, then,
there will continue to be a range of monthly Business
Delivery Standard results, some above and some below the
corresponding Business Delivery Standard. See Article 3 below
for the handling of Business Delivery Standard Events.
(b) Minimum Performance Standards. This Schedule B, including the
-----------------------------
Attachments, set forth certain contractual obligations
regarding IBM's performance of the Services that if not
achieved or exceeded by IBM may have a significant, adverse
impact on MSDW or its business (the "Minimum Performance
Standards"). See Article 4 below for the handling of Minimum
Performance Standard Events.
Attachments B-1 through B-3 of this Schedule B each set forth the
Performance Standards applicable to particular MSDW Business Units,
and Attachment B-4 of this Schedule B sets forth Performance
Standards for Voice Services applicable to all MSDW Business Units.
3. BUSINESS DELIVERY STANDARD EVENTS
The Parties have created Business Delivery Standards which represent IBM's
historical performance. The Parties will use these Business Delivery
Standards as a basis to measure IBM's commitment under the first sentence
of Section 8.1 of the Agreement. If IBM's performance fails to achieve a
Business Delivery Standard (a "Business Delivery Standard Event"), IBM
will analyze the failure and take appropriate remedial steps to rectify
the underlying problem(s). As appropriate, IBM will determine the cause of
a Business Delivery Standard Event. Resolution of a problem may result in
additional technology investment by IBM or MSDW, changes in operations,
procedures or Performance Standards, changes in system or applications
software or other factors. MSDW approval for such resolution will be
required to the extent that such resolution involves (a) additional
charges to MSDW, (b) any change in MSDW operations, MSDW procedures, or
MSDW Software, (c) any change in the scope or
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM CONFIDENTIAL
B-7 Final Execution Draft
delivery of Services, (d) any change to the Performance Standards, or (e)
any other change to the terms of the Agreement. MSDW acknowledges that the
time frame for IBM to analyze and resolve Business Delivery Standard
Events may vary depending on the nature and extent of the underlying
problem(s), and IBM agrees to exercise diligence in diagnosing and
remedying the underlying problem(s). Where the resolution to a Business
Delivery Standard Event requires MSDW agreement as described in this
Article, IBM will communicate its proposed remediation plan to MSDW and
obtain MSDW's agreement before proceeding.
4. MINIMUM PERFORMANCE STANDARD EVENTS
4.1 Minimum Performance Standards.
-----------------------------
IBM agrees that its performance of the Services will meet or exceed
each of the Minimum Performance Standards.
4.2 Minimum Performance Standard Event.
----------------------------------
If IBM fails to achieve a Minimum Performance Standard (a "Minimum
Performance Standard Event"), IBM will, at no additional charge to
MSDW: (a) promptly and fully report to MSDW the relevant
circumstances and causes of such failure that are known initially;
(b) promptly undertake an appropriate causal analysis to determine
and diagnose the problem(s) causing the failure and to identify the
necessary remedial measures to be taken to rectify the problem(s)
so it does not continue or reoccur, promptly notifying any affected
MSDW Business Unit(s) of its determinations in these regards; (c)
promptly pursue and implement remedial measures, applying such new
or additional resources or services as are reasonably required in
order to rectify the underlying problem(s); and (d) { * } pursuant
to Section 8.2(b) of the Agreement, pay the applicable Performance
Standard Credit as computed pursuant to this Article 4.
4.3 Performance Standard Credits.
----------------------------
(a) If more than one such Minimum Performance Standard Event
occurs in a single calendar month, the sum of the
corresponding Performance Standard Credits shall be credited
to MSDW { * } pursuant to Section 8.2(b) of the Agreement.
(b) In no event shall the total amount of Performance Standard
Credits credited to MSDW with respect to Minimum Performance
Standard Events occurring in a calendar month exceed, in the
aggregate, the Amount at Risk for such calendar month.
4.4 Assessment of Performance Standard Credits.
------------------------------------------
(a) In the event of a Minimum Performance Standard Event, IBM
shall credit to MSDW pursuant to Subsection (e) of this
Section an amount (the "Credit Equivalent") equal to the
applicable Performance Standard Credit on the monthly invoice
rendered by IBM during the month immediately following the
month in which the corresponding Minimum Performance Standard
Event was reported to MSDW or the applicable MSDW Business
Unit(s); or, if IBM is not obligated to prepare a monthly
invoice for MSDW for the month immediately
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM CONFIDENTIAL
B-8 Final Execution Draft
following the month in which the corresponding Minimum
Performance Standard Event was reported, IBM shall pay such
Credit Equivalent to MSDW within { * } of the end of the
calendar month in which the corresponding Minimum
Performance Standard Event was reported to MSDW or the
applicable MSDW Business Unit(s). Notwithstanding the
foregoing, IBM's crediting of the Credit Equivalent pursuant
to this Subsection (a) shall not { * } to receive the
applicable Performance Standard Credit { * } under the
Agreement.
(b) At any time within { * } after the occurrence of a Minimum
Performance Standard Event, { * } corresponding to such
Minimum Performance Standard Event { * }. { * } shall not {
* } to receive the applicable Performance Standard Credit {
* } under the Agreement.
(c) If, after { * } after the occurrence of a Minimum
Performance Standard Event, { * } corresponding to such
Minimum Performance Standard Event, then MSDW shall { * },
and MSDW's { * } Credit Equivalent shall { * }, the Minimum
Performance Standard Credit for the Minimum Performance
Standard Event corresponding to such Credit Equivalent.
(d) Subject to Subsection (c) of this Section, if at any time
within { * } subsequent to the reporting by IBM to MSDW of a
Minimum Performance Standard Event MSDW { * }, pursuant to
Section 8.2(b) of the Agreement, the corresponding
Performance Standard Credit, then IBM { * } applicable at
the time of the Minimum Performance Standard Event less any
Credit Equivalent corresponding to the same Minimum
Performance Standard Event, pursuant to Subsection (e) of
this Section, in the { * } after MSDW notifies the IBM
Project Executive of { * }; or if IBM is not obligated to
prepare a monthly invoice, { * } following the month in
which MSDW notifies IBM's Project Executive of { * }, IBM
will pay such Performance Standard Credit to MSDW { * } of
the end of the calendar month in which such notice was
given. Any Performance Standard Credits not paid by IBM
within the time specified above shall bear interest at the
rate specified in Section 13.2(c) of the Agreement.
(e) Reports including Credit Equivalents or Performance Standard
Credits will separately itemize each Credit Equivalent and
Performance Standard Credit and identify them as such,
briefly describing the Minimum Performance Standard Event
corresponding to each Credit Equivalent or Performance
Standard Credit and identifying the applicable MSDW Business
Unit (or designating MSDW if such Credit Equivalent or
Performance Standard Credit corresponds to an
enterprise-wide Minimum Performance Standard set forth in
Article 6 of this Schedule B). IBM may net the Credit
Equivalents and Performance Standard Credits in an invoice.
5. ADJUSTMENT OF PERFORMANCE STANDARDS
5.1 Review of Performance Standards.
The Parties will review the number, nature and specifics of the
Performance Standards (including the applicable Credit Amounts):
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM CONFIDENTIAL
B-9 Final Execution Draft
(a) in accordance with Section 8.3 of the Agreement; and
(b) expeditiously upon either Party's request promptly
following the occurrence of any event or change that
significantly affects (1) MSDW's or any MSDW Business
Unit's requirements or (2) IBM's delivery of the Services
(each, a "Trigger Event"). Examples of Trigger Events
include:
(i) material changes in MSDW's or any MSDW Business
Unit's business;
(ii) the addition of new services to the Services as
agreed in an NSA;
(iii) the elimination of Services as allowed under the
Agreement or as otherwise agreed by the Parties;
(iv) changes in regulatory or audit requirements
affecting MSDW or an MSDW Business Unit;
(v) material changes in, or the evolution or
elimination of, technology used to provide the
Services, such as the retirement of old processes
(including the transition by a MSDW Business Unit
to new data network connectivity such as frame
relay), system enhancements, operating environment
changes, and improvements in technology;
(vi) any repeated failure by MSDW or IBM to deliver
those Services for which no Performance Standards
are specified; and
(vii) any other event or events agreed upon by the
Parties.
5.2 Proposing Changes to Performance Standards.
------------------------------------------
(a) Following such review, either Party may propose, pursuant
to Subsection (b) of this Section, any adjustments to the
then-current Performance Standards, or the addition,
deletion or substitution of Performance Standards, that
are necessary or appropriate under the circumstances, and
which are consistent with the events that caused the
Parties to review the Performance Standards pursuant to
Section 5.1 of this Schedule B.
(b) The Project Executive of the Party proposing such action
shall submit to the other Party a written summary of the
business or technical case that supports such action,
which will include the following:
(i) A detailed description of the proposed action;
(ii) The intended objective or expected benefit; and
(iii) Any reasonably known dependencies upon other
Performance Standards or other effects upon or
changes to the Performance Standards and the
Services.
5.3 Approval of Proposals.
---------------------
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-10 Final Execution Draft
The Party receiving a proposed change to the Performance
Standards will expeditiously review and approve or reject such
proposal. During such review, representatives of the Parties
will confer as necessary, answer questions that the receiving
Party may have regarding the proposed change, and take such
other steps as reasonably necessary. If the Parties agree to
make a proposed change to the Performance Standards, they will
mutually agree in writing to such change and to corresponding
changes to the terms, conditions and additional charges, if
any, within a period as is minimally reasonably necessary for
the required analysis. Neither Party will { * } a proposal
advanced by the other Party for a change in Performance
Standards or the particulars of implementing such a change.
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-11 Final Execution Draft
6. ENTERPRISE-WIDE PERFORMANCE STANDARDS
The following Performance Standards apply to MSDW as a whole, including all
MSDW Business Units receiving Services under the Agreement.
6.1 Help Desk Problem Management Performance Standards
--------------------------------------------------
"Severity Level" shall mean, with respect to a Problem, any of the
following classifications, in descending order of priority:
Table B - 1
------------------------------------------------------------------
Classification Definition of Classification
------------------------------------------------------------------
Level 1 Problem "Level 1 Problem" means a significant
Problem (A) that prevents one or more users
from using or receiving the output of a
Service with no work-around, (B) that
seriously affects MSDW business functions,
or (C) that materially affects a Service
for which Minimum Performance Standards are
provided in this Schedule B (including the
Attachments).
With respect to Voice Services, "Level 1
Problem" will include any events, Outages
or Problems that severely impact MSDW's or
an MSDW Business Unit's ability to conduct
business, such as major carrier and LEC
network Outages, partial or complete trunk
group Outages, quality Problems (including
cutoffs, high and dries, echo and static)
that severely impact MSDW's or an MSDW
Business Unit's ability to conduct
business, or site-specific 800 routing
Problems.
------------------------------------------------------------------
Level 2 Problem "Level 2 Problem" means a significant
Problem (A) that adversely impacts one or
more users' use or receipt of the output
of a Service but that does not completely
prevent such use or receipt of output, or
(B) for which a reasonable work-around
exists.
With respect to Voice Services, "Level 2
Problem" will include any events, Outages
or Problems that affect Services but do not
severely impact MSDW's or an MSDW Business
Unit's ability to conduct business, such as
partial facilities, or quality Problems
(including cutoffs, high and dries, echo
and static) that affect Services but do not
severely impact MSDW's or an MSDW Business
Unit's ability to conduct business.
------------------------------------------------------------------
Level 3 Problem "Level 3 Problem" means a Problem that
affects users for which a reasonable
circumvention exists such that the user or
users may continue working with no loss of
efficiency.
With respect to Voice Services, "Level 3
Problem" will include any non-trouble
related ticket, testing assistance, service
request, or any Problem with Voice Services
that is not a Level 1 Problem or a Level 2
Problem.
------------------------------------------------------------------
Level 4 Problem "Level 4 Problem" means a user inquiry, or
Problem that does not affect users or that
is not a Level 1 Problem, a Level 2
Problem, or a Level 3 Problem. With respect
to Voice Services, "Level 4 Problem" is not
applicable.
------------------------------------------------------------------
(a) Help Desk and IPSS Production Support Center Availability
---------------------------------------------------------
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-12 Final Execution Draft
Table B - 2
--------------------------------------------------------------------------------------------------------------------
Measurement Support Scheduled Availability Minimum Availability Business Delivery
Window Entity Uptime Performance Standard Standard
--------------------------------------------------------------------------------------------------------------------
Calendar IPSS { * } { * } Availability = { * }
month Production
Support Center
--------------------------------------------------------------------------------------------------------------------
Calendar Help Desk { * } { * } Availability = { * }
month
--------------------------------------------------------------------------------------------------------------------
/1/ IBM will provide causal analysis of any failure to meet this Business
Delivery Standard and report the same to MSDW Business Units only in the event
that the foregoing Business Delivery Standard is not satisfied.
/2/ With respect to the IPSS Production Support Center, "Available for Use"
includes the ability of MSDW personnel to access on-line problem tracking
systems and IPSS Services Production Support personnel to initiate and manage
the Problem resolution process for Problems reported by such MSDW personnel,
with access to such personnel provided by IBM by means of a toll-free telephone
line, or such other mutually agreed-upon telephone number.
--------------------------------------------------------------------------------
(b) Help Desk Speed of Answer
-------------------------
Table B - 3
--------------------------------------------------------------------------------------------------------------------
Measurement Help Desk Speed of Answer Minimum Help Desk Speed of Answer Business Delivery
Window Performance Standard Standard
--------------------------------------------------------------------------------------------------------------------
Calendar month { * } Average Speed of Answer/1/** { * }
--------------------------------------------------------------------------------------------------------------------
** less than equal to
/1/ Averages are computed and reported to each Business Unit (with the exception
of DWR, which has a different entry point into the problem management process),
and are based upon all calls from users of the Services to a Help Desk during
the applicable Measurement Window. IBM will measure and provide reporting on
IBM's performance with respect to this Business Delivery Standard for each Help
Desk using the Automated Call Distributor (ACD) switch for each such Help Desk.
--------------------------------------------------------------------------------
6.2 Contingency Services Performance Standards
------------------------------------------
IBM agrees to provide the contingency Services described in
Schedule A in accordance with the applicable provisions of
Schedule A. In the event of a disaster for which IBM is
responsible for providing contingency Services IBM will provide
an assessment and a report of its performance with respect to
such Services. The assessment and reporting will include its
performance with respect to recovery by Recovery Class of Service
(as such Recovery Class of Service is described in Schedule A).
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-13 Final Execution Draft
6.3 Delivery Times for Invoices and Billing Information
---------------------------------------------------
Table B - 4
---------------------------------------------------------------------------------------------------------------------
Measurement Deliverable Delivery Time Minimum Delivery Time Business Delivery Standard
Window Performance Standard
---------------------------------------------------------------------------------------------------------------------
Calendar month IPSS Services and { * } (a) Delivery Time for each invoice
Data Network corresponding to IPSS Services
Services invoices ** { * }, and
and any associated (b) Delivery Time for each invoice
datasets for which corresponding to Data Network Services
IBM is responsible/1/ ** { * }
---------------------------------------------------------------------------------------------------------------------
** less than equal to
/1/ IBM will provide the IPSS Services and Data Network Services invoice
deliverables on paper xxxx, diskette, or bulk data transfer as MSDW reasonably
requests. The format for these deliverables will be the format used as of the
Effective Date, unless the Parties otherwise mutually agree. IBM will provide a
causal analysis of any failure to meet this Business Delivery Standard only upon
the request of MSDW or a MSDW Business Unit. IBM will also provide invoice
breakouts by accounting code or site as reasonably requested by MSDW. IBM will
provide to DWR the IPSS Services invoice amounts applicable to DWR via telephone
before the start of the { * } of the calendar month in which the invoices become
due.
--------------------------------------------------------------------------------
6.4 Moves, Adds and Changes.
-----------------------
(a) IBM agrees to provide Data Network moves, adds and
changes in accordance with Section 3.3 of Schedule A.
As part of the Monthly Performance Report (as described
in Section 9.2 of the Agreement), IBM will provide
reporting of MACs Time with respect to its performance
of XID MACs, circuit MACs and any other MACs for which
the Parties mutually agree that such reporting will be
provided by IBM.
(b) In the event that the Parties mutually agree that
Performance Standards for MACs Time shall be created,
then unless otherwise agreed by the Parties:
(i) MACs Time for each type of MAC (e.g., circuit
MACs, XID MACs, VTAM and NCP Software changes,
other mutually agreed-upon MACs) shall be
baselined by IBM for { * } (or as mutually
agreed otherwise) using a mutually agreed-upon
measurement tool and measurement process;
(ii) a MACs Time Business Delivery Standard shall be
established based upon the average of the
monthly performances (measured on a
calendar-month basis) during this { * } period
(or such other mutually agreeable period);
provided, however, that the numerical level
established for such Business Delivery Standard
shall be no less favorable to MSDW than any
corresponding numerical level proposed to MSDW
by IBM { * } terms and conditions of such
offering;
(iii) such baselined performance will also serve as
the basis for determining a MACs Time Minimum
Performance Standard, the level of which will
be mutually agreed upon by the Parties; and
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-14 Final Execution Draft
(iv) MSDW may designate the Credit Amount (i.e., Level
One Credit Amount, Level Two Credit Amount, or Level
Three Credit Amount, as such terms are defined in
this Schedule B) applicable to such Minimum
Performance Standard { * }.
7. GENERAL
7.1 Largest Performance Standard Credit Applies.
-------------------------------------------
(a) Notwithstanding any provision to the contrary in Sections
4.2, 4.3 and 4.4 of this Schedule B, if the same event or
discrete set of events causes two or more Minimum
Performance Standard Events for a single MSDW Business Unit
with respect to two or more Minimum Performance Standards
that measure the same underlying performance characteristic
of a particular Service (e.g., with respect to a particular
Batch Job, a Batch Completion Time Minimum Performance
Standard for such Batch Job and a CPU Objective Allocation
Minimum Performance Standard to the extent applicable to
such Batch Job), then only the largest Performance Standard
Credit available to that particular MSDW Business Unit for
such Minimum Performance Standard Events will be payable by
IBM.
(b) In the event that the Parties agree to add Minimum
Performance Standards for multiple MSDW Business Units
after the Effective Date (other than those Minimum
Performance Standards added pursuant to baselining of
Services as described in this Schedule B (including its
Attachments and Annexes)) that measure the same underlying
performance characteristic of a particular Application, and
use of such Application is shared by such multiple MSDW
Business Units (e.g., the Availability of a particular
Application operating in a CICS region shared by multiple
MSDW Business Units), then any agreement by the Parties
that only the largest single Performance Standard Credit
available to such MSDW Business Units for Minimum
Performance Standard Events corresponding to such Minimum
Performance Standards would be payable by IBM shall be
expressly documented and set forth in this Schedule B.
7.2 MSDW Business Unit Customer Satisfaction.
----------------------------------------
(a) Within { * } after the Effective Date or as otherwise
mutually agreed by the Parties, IBM shall develop and
propose for the approval of the Parties (i) a draft
customer satisfaction questionnaire designed to measure,
for each MSDW Business Unit that receives Services, the
satisfaction of recipients of the Services with IBM's
provision of such Services, and (ii) a list identifying a
representative, statistically reasonable sampling of those
recipients of the Services who will receive such
questionnaire as part of the survey process described in
Subsection (b) of this Section. Following MSDW's review of
the foregoing, IBM shall incorporate reasonable comments or
suggestions of MSDW and shall finalize the questionnaire
and list within { * } after receiving MSDW's comments and
suggestions. The final customer satisfaction questionnaire
and list shall be subject to the approval of both Parties.
IBM shall periodically update (A) the questionnaire to
reflect New Services or changes to existing Services, and
(B) the list as necessary to ensure that a reasonable
sampling of recipients of the Services (including the
sampling size described in (ii) above) is maintained;
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-15 Final Execution Draft
provided, however, that updates of the questionnaire and list
shall be provided to MSDW for review, comment, and approval.
(b) Periodically (but in no event less than { * }), IBM will
conduct a customer satisfaction survey using the
questionnaire and list of recipients described in Subsection
(a) of this Section. IBM will tally the results of such
survey and report to MSDW the results for each MSDW Business
Unit, integrating the results with previous survey results
(e.g., performing trend analysis). The Parties will meet to
identify the areas of dissatisfaction as such dissatisfaction
relates to the Services. IBM will prepare a project plan,
with MSDW's input and subject to MSDW's final approval, that
specifically addresses the steps IBM will take to correct
such dissatisfaction. The project plan will specify the
specific remedial steps IBM will take to rectify deficiencies
in satisfaction, and the time frames in which IBM will
implement those steps.
7.3 Hours.
-----
(a) Unless otherwise noted, all references to time of day shall
refer to Eastern Time ("E.T.").
(b) Any reference to "hour" or "hours" shall mean clock hours.
7.4 Measurement Frequency.
---------------------
Except as otherwise expressly provided in this Schedule B (including
the Attachments), the Measurement Window for any Performance
Standard shall be a calendar month.
7.5 Right of Access to Performance Standard Information.
---------------------------------------------------
Upon MSDW's reasonable request, IBM shall provide, and MSDW will
have access to, Performance Standards information to the extent
relevant to MSDW. Examples of this information include MICS extracts
for jobs; STEP, CICS, DB2, and print data files; SMF data; TMC
catalog data; read-only INFO access; OMEGAMON for CICS; and OMEGAMON
for DB2.
7.6 Multiple Performance Standard Conditions.
----------------------------------------
Unless otherwise expressly agreed, where a Performance Standard
includes multiple conditions or components (e.g., components (a),
(b), (c)), satisfaction of each and every condition or component
(i.e., components (a), (b) and (c)) is necessary for the
satisfaction of the corresponding Performance Standard.
7.7 Excused Events.
--------------
IBM will be excused from a failure to provide a Service in
accordance with this Schedule B if and to the extent that:
(a) such failure is excused as a Force Majeure Event pursuant to
Section 19.3 of the Agreement; or
(b) such failure is caused by
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-16 Final Execution Draft
(i) an action or omission of MSDW, or
(ii) an action or omission of MSDW's third party vendors to
the extent that such action or omission is not within
the scope of those management or other responsibilities
that IBM has assumed under the Agreement with respect
to such third party vendors
that materially adversely affects IBM's ability to perform the
Services hereunder or to meet its obligations in a timely
manner, and to the extent upon learning of such problem IBM:
(i) promptly notifies MSDW of the problem and, if known, the
acts or omissions believed to be causing such problem and
their ramifications; (ii) promptly takes commercially
reasonable steps to mitigate the adverse impact of the acts or
omissions on the Services; and (iii) works with MSDW or such
third party vendor(s) (if any) diligently and in good faith to
avoid, minimize and circumvent such problem or delay to the
Services. MSDW, upon learning of any problem which may
adversely impact or affect the Services, will: (i) promptly
notify IBM of the problem and, if known, of the acts or
omissions believed to be causing such problem and their
ramifications; (ii) promptly take commercially reasonable
steps to mitigate the adverse impact of the acts or omissions
on the Services; and (iii) work with IBM and instruct its
third party vendor(s) (if any) to work with IBM diligently and
in good faith to avoid, minimize and circumvent such problem
or delay.
7.8 Establishment of Performance Standards Applicable to Managed Data
-----------------------------------------------------------------
Network Services (MDNS).
-----------------------
(a) No later than November 1, 1999 (or as otherwise mutually
agreed upon by the Parties), IBM shall develop and propose,
for the review and approval of the Parties, measurement tools
and processes that track and report Availability, Latency, and
Frame Delivery Rate for Managed Data Network Services
("MDNS"). Following MSDW's review of the proposed tools and
processes, IBM shall incorporate reasonable comments or
suggestions of MSDW and shall finalize such tools and
processes within { * } after receipt of MSDW's comments and
suggestions (or as otherwise mutually agreed upon by the
Parties). IBM's performance of its obligations described in
this Subsection (a) shall constitute a Minimum Performance
Standard to which the following Performance Standard Credits
shall apply: (i) a Level Three Credit Amount for IBM's initial
failure to perform any of such obligations (such failure an
"Initial Failure"), plus (ii) a Level Three Credit Amount for
each calendar month, elapsing after such Initial Failure, that
IBM has not performed the obligation(s) corresponding to such
Initial Failure.
(b) Upon finalization of such tools and processes within such { *
} period, IBM will baseline IBM's performance of Availability,
Latency and Frame Delivery Rate with respect to MDNS Data
Network Services, for each MSDW Business Unit that receives
such Services, for { * } (or other mutually agreeable period)
using such measurement tools and processes. An Availability
Business Delivery Standard, Latency Business Delivery
Standard, and Frame Delivery Rate Business Delivery Standard
shall be established, for each MSDW Business Unit that
receives MDNS Data Network Services, based upon the average of
the
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-17 Final Execution Draft
monthly performances (measured on a calendar-month basis)
applicable to each of such MSDW Business Units during this {
* } period (or such other mutually agreeable period);
provided, however, that the numerical level established for
such Business Delivery Standards shall be no less favorable
to MSDW than
(i) any corresponding numerical level proposed to MSDW by
IBM { * } (e.g., the performance levels provided as
part of IBM's Gold Plan for MDNS), { * } terms and
conditions of such offering but based upon a
reasonable comparison of the architectural
differences between (A) the configuration applicable
to such numerical level, and (B) the configuration
implemented for MSDW; and
(ii) any corresponding contractually committed level of
service that IBM receives from any Authorized
Subcontractors (as defined in the Agreement) that
provide services underlying the MDNS Data Network
Services.
MSDW and IBM agree that such baselined performances will
also serve as the basis for determining an Availability
Minimum Performance Standard, Latency Minimum Performance
Standard, and Frame Delivery Rate Minimum Performance
Standard for each MSDW Business Unit that receives MDNS Data
Network Services, the levels of which will be mutually
agreed upon by the Parties. MSDW may designate the Credit
Amount (i.e., Level One Credit Amount, Level Two Credit
Amount, or Level Three Credit Amount) applicable to each of
such Minimum Performance Standards { * }.
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-18 Final Execution Draft
ATTACHMENT B-1
Performance Standards for Novus Financial
1. DATA NETWORK PERFORMANCE STANDARDS
(a) Data Network Availability
Table B1-1
---------------------------------------------------------------------------------------------------------------------------
Data Network Measurement Scheduled Uptime Data Network Data Network
Window Availability Minimum Availability Business
Performance Standard Delivery Standard
---------------------------------------------------------------------------------------------------------------------------
{ * } for all Calendar { * } { * } Average Availability/1/
single-attached sites month for all such sites *** { * }
without dial backup
---------------------------------------------------------------------------------------------------------------------------
{ * } for all Calendar { * } { * } Average Availability/1/
dual-attached sites and month for all such sites *** { * }
sites with dial backup
---------------------------------------------------------------------------------------------------------------------------
/1/ Availability will be measured on a 24 x 7 basis by the { * }, which polls
each endpoint (i.e., the site router) of the Data Network every { * }, and is
reported via { * } and { * } ticket validation. A "dual-attached site" is
Available for Use if either of the two leased lines to the site router is
Available for Use. A "site with dial backup" is Available for Use if the leased
line or the switched dial backup circuit to the site router is Available for
Use.
--------------------------------------------------------------------------------
*** more than equal to
--------------------------------------------------------------------------------
Attachment B-1 to Schedule B to Services Agreement MSDW/IBM Confidential
B1-1 Final Execution Draft
(b) I/N 1.1 Data Network Response Times
Table B1-2
---------------------------------------------------------------------------------- -------------------------
Measurement I/N 1.1 Data Network Data Network Response Time Data Network Response Time
Window Segment Minimum Performance Standard Business Delivery Standard
------------------------------------------------------------------------------------------------------------
Calendar { * } site router/2/ to { * } Average of Response Times/1,3/**
month backbone router { * }
------------------------------------------------------------------------------------------------------
{ * } site router/2/ to { * } Average of Response Times/1,3/**
backbone router { * }
-------------------------------------------------------------------------------------------------------
{ * } site router/2/ to { * } Average of Response Times/1,3/**
backbone router { * }
-------------------------------------------------------------------------------------------------------
{ * } site router/2/ to { * } Average of Response Times/1,3/**
backbone router { * }
-------------------------------------------------------------------------------------------------------
{ * } site router/2/ to { * } Average of Response Times/1,3/**
backbone router { * }
-------------------------------------------------------------------------------------------------------
{ * } site router/2/ to { * } Average of Response Times/1,3/**
backbone router { * }
-------------------------------------------------------------------------------------------------------
{ * } site router/4/ to { * } Average of Response Times/1,3/**
backbone router { * }
-------------------------------------------------------------------------------------------------------
Calendar ( * } intra-backbone { * } Average of Response Times/1,5/**
month { * }
-------------------------------------------------------------------------------------------------------
/1/ Response Times measured for the { * } Data Network will be measured on a
{ * } basis by { * }, which polls each endpoint (i.e., the site router) of the
Data Network every { * }, and is reported via { * }. Notwithstanding the
definition of "Response Time" in Schedule B, for the purposes of this Table
X0-0, Xxxxxxxx Time excludes { * }.
/2/ As of the Effective Date, these site routers have an access link bit-rate
capacity of less than DS-1. An increase in such capacity shall constitute a
Trigger Event with respect to the corresponding Performance Standards listed in
this Table B1-2.
/3/ "Response Time" is measured from the originating site router to the
destination IBM hub router and back to such originating site router.
/4/ As of the Effective Date, this site router has an access link bit-rate
capacity of { * }. An increase in such capacity shall constitute a Trigger Event
with respect to the corresponding Performance Standards listed in this Table
A-2.
/5/ "Response Time" is measured from an originating IBM backbone hub router to
the destination IBM backbone hub router and back to the originating IBM backbone
hub router. IBM monitors { * } Data Network utilization statistics with the
design goal of less than { * } utilization of the total capacity during the
applicable Busy Hour for normal operations. In the event that Data Network
traffic exceeds the design goal for more than { * } of the measurements taken
during a { * } period (pursuant to footnote 2 of this Table B1-2), IBM will use
reasonable judgment to identify and make necessary additions or changes if it is
determined that the link will grow beyond the design goal. It is estimated such
additions or changes necessary to accommodate Data Network traffic growth beyond
the design goal shall be implemented within three (3) weeks of the completion of
such analysis.
** Less than equal to
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment B-1 to Schedule B of Services Agreement MSDW/IBM Confidential
B1-2 Final Execution Draft
2. PRINT SERVICES PERFORMANCE STANDARDS
(a) Print and Insertion Quality
Table B1-3
--------------------------------------------------------------------------------------------------------------------
Measurement Print and Print and Insertion Quality Minimum Print and Insertion Quality Business
Window Insertion Job Performance Standard Delivery Standard
--------------------------------------------------------------------------------------------------------------------
Calendar See Annex { * } (a) Print Productivity for each Print and
month B1-1 Insertion Job ** the corresponding Business
Delivery Standard completion time/1/, and
(b) The number of Business Impacting Events
for all Print and Insertion Jobs listed in
Annex A-1 { * }
--------------------------------------------------------------------------------------------------------------------
/1/ The applicable corresponding Business Delivery Standard completion times and
Minimum Performance Standard completion times, as applicable, are set forth
in Annex B1-1 to this Attachment B-1.
--------------------------------------------------------------------------------
3. IPSS SERVICES PERFORMANCE STANDARDS
(a) Batch Completion Times
Table B1-4
--------------------------------------------------------------------------------------------------------
Measurement Scheduled Batch Completion Time Minimum Batch Completion Time Business
Window Batch Job Performance Standard Delivery Standard
--------------------------------------------------------------------------------------------------------
Calendar quarter See footnote 1 { * } { * } of all Batch Completion Times for
applicable Batch Jobs are earlier than
or equal to the corresponding scheduled
completion times/1/
--------------------------------------------------------------------------------------------------------
/1/ The applicable Batch Jobs and their corresponding scheduled completion times
are those listed in Annex B1-2, as such listing may be modified from time to
time by the mutual agreement of the Parties. In the event that the Parties agree
to add one (or more) Batch Job(s) to Table B1-2-1 of Annex B1-2, performance for
the new Batch Job will be baselined for { * } (or such other mutually agreeable
period). Thereafter, the foregoing Batch Completion Time Business Delivery
Standard shall be amended pursuant to the following formula:
N= { * }
where: "N" is the amended Batch Completion Time Business Delivery Standard, "O"
is the prior Batch Completion Time Business Delivery Standard, "B" is the
percentage of Batch Completion Times for the added Batch Job during the
baselining period that are earlier than or equal to the corresponding scheduled
completion time for such added Batch Job(s), "x" is the aggregate number of
scheduled runs for all of the Batch Jobs in Table B1-2-1 of Annex B1-2
(including the added Batch Job(s)), and "y" is the aggregate number of scheduled
runs for the added Batch Job(s).
If a change in the scheduled completion time for a Batch Job is agreed upon by
the Parties, the change will be documented (via e-mail), Table B1-2-1 of Annex
B1-2 shall be deemed modified to the extent of such documented and agreed-upon
change, and the foregoing Batch Completion Time Business Delivery Standard will
remain unchanged. The Parties agree to review and update Annex B1-2 to add or
subtract Batch Jobs or to modify the names or scheduled completion times of the
Batch Jobs and as applicable, update Batch Completion Time Business Delivery
Standard on a { * } basis, or as otherwise mutually agreed upon by the Parties.
-------------------------------------------------------------------------------
** Less than equal to
--------------------------------------------------------------------------------
Attachment B-1 to Schedule B of Services Agreement MSDW/IBM Confidential
B1-3 Final Execution Draft
ANNEX B1-1
Print and Insertion Jobs
Table B1-1-1
-----------------------------------------------------------------------------------------------------
Print and Insertion Corresponding Minimum Performance Corresponding Business Delivery
Job Standard Completion Time Standard Completion Time/1/
-----------------------------------------------------------------------------------------------------
{ * } { * } If the data necessary to execute the Print
and Insertion Job is made available to IBM
by { * }, then the corresponding
completion time will be by { * }
-----------------------------------------------------------------------------------------------------
{ * } { * } If the data necessary to execute the Print
and Insertion Job is made available to IBM
by { * }, then the corresponding
completion time will be by { * }
-----------------------------------------------------------------------------------------------------
{ * } { * } If the data necessary to execute the Print
and Insertion Job is made available to IBM
by { * }, then the corresponding
completion time will be by { * }
-----------------------------------------------------------------------------------------------------
/1/ Novus Financial and IBM agree that the designated corresponding completion
time will be extended { * } for each minute after { * } during which Novus
Financial has not provided the necessary data to execute the applicable Print
and Insertion Job; if Novus Financial has not provided such data by { * } (the
"Cutoff Time") that the designated corresponding completion time will be
extended by { * }.
/2/ Output of the Print and Insertion Job will be stamped with the postmark of
the Postal Day subsequent to the day corresponding to the completion time.
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Annex B1-1 to Attachment B-1 of MSDW/IBM Confidential
Schedule B of Services Agreement B1-1-1 Final Execution Draft
ANNEX B1-2
Batch Jobs and Corresponding Scheduled Completion Times
Table B1-2-1
---------------------------------------------------------------------
Batch Job Scheduled Completion Time
---------------------------------------------------------------------
{ * } { * }
---------------------------------------------------------------------
{ * } { * }
---------------------------------------------------------------------
{ * } { * }
---------------------------------------------------------------------
--------------------------------------------------------------------------------
Annex B1-2 to Attachment B-1 of MSDW/IBM Confidential
Schedule B of Services Agreement B1-2-1 Final Execution Draft
ATTACHMENT B-2
Performance Standards for Xxxx Xxxxxx Xxxxxxxx
1. DATA NETWORK SERVICES PERFORMANCE STANDARDS
(a) Data Network Availability
Table B2-1
-----------------------------------------------------------------------------------------------------------------------
Data Network Measurement Scheduled Uptime Data Network Availability Data Network Availability
Window Minimum Performance Standard Business Delivery Standard
-----------------------------------------------------------------------------------------------------------------------
{ * } Calendar { * } { * } Average Availability during
month Critical Times/4/ for the DWR
physical units in a
Representative Sample/1/ for
which IBM is responsible ***
{ * }
----------------------------------------------------------------------------------------------------------------------
{ * } High-Volume Calendar { * } { * } Availability/2,4/*** { * }
Site NCPs month for each High-Volume Site NCP
----------------------------------------------------------------------------------------------------------------------
{ * } for all Calendar { * } { * } Average Availability for all
single-attached month such sites *** { * }
sites without dial
backup/3/
---------------------------------------------------------------------------------------------------------------------
{ * } for all Calendar { * } { * } Average Availability for all
dual-attached sites month such sites *** { * }
and sites with dial
backup/3/
---------------------------------------------------------------------------------------------------------------------
{ * } Calendar { * } See footnote 5 See footnote 5
month
---------------------------------------------------------------------------------------------------------------------
/1/ Availability measured on a { * } basis using the { * }, which constantly
updates { * } records. IBM will collect such records, and report, on the
applicable monthly report, { * } Data Network Availability as specified by this
Table B2-1. For the purposes of this Table B2-1 only, "Representative Sample"
means a sample that consists of at least { * } of all DWR physical units ("PUs")
for which IBM is responsible. The PUs included in the Representative Sample will
be reported to DWR in the { * } PU Availability report. IBM will actively
monitor the { * } Data Network and report any Outages in accordance with
practices in place prior to the Effective Date. In the event of an Outage of a
circuit providing primary connectivity to a DWR site such that it is necessary
to activate the { * } feature with respect to such circuit, IBM shall restore
the affected primary circuit as soon as possible. If such Outage exceeds { * }
in duration, then upon DWR's request, IBM will perform a root-cause analysis to
determine the cause(s) for the Outage, and will promptly report any findings to
DWR. Upon receiving notice of an Outage, the appropriate IBM Help Desk shall
promptly open a problem ticket for such Outage and notify DWR of the Outage
within { * } of receiving such notice. If DWR is dissatisfied with the
timeliness of the Help Desk's notification, then upon DWR's request, IBM shall
investigate the cause(s) for any delays, take such action as is reasonably
necessary to ensure that such delays do not recur, and reasonably demonstrate to
DWR that it has performed such investigation and taken such action.
/2/ "High-Volume Site NCPs" shall mean the following { * } key NCPs: { * }. IBM
will measure the Availability of each High-Volume Site NCP.
/3/ Availability will be measured on a { * } basis by the { * }, which polls
each endpoint (i.e., the site router) of the { * } Data Network every { * } and
is reported via { * }. A "dual-attached site" is Available for Use if either of
the two leased lines to the site router is Available for Use. A "site with dial
backup" is Available for Use if the leased line or the switched dial backup
circuit to the site router is Available for Use.
/4/ For the purposes of this Table B2-1 only, "Critical Times" means { * } E.T.,
excluding { * }. For the purposes of
*** more than equal to
--------------------------------------------------------------------------------
Attachment B-2 to Schedule B of Services Agreement MSDW/IBM Confidential
B2-1 Final Execution Draft
--------------------------------------------------------------------------------
this Table B2-1 only, "Non-Critical Times" means those times that are not
Critical Times as defined in this footnote.
/5/ An Availability Business Delivery Standard and an Availablity
Minimum Performance Standard applicable to DWR shall be established pursuant to
Section 7.8 of Schedule B.
--------------------------------------------------------------------------------
(b) Systems Availability
Table B2-2
----------------------------------------------------------------------------------------------------------
System Measurement Scheduled Uptime Availability Minimum Availability Business
Window Performance Standard Delivery Standard
----------------------------------------------------------------------------------------------------------
{ * } Calendar { * } { * } Availability/1/ *** { * }
month
----------------------------------------------------------------------------------------------------------
{ * } Calendar { * } { * } Availability/2/ *** { * }
system month
region
----------------------------------------------------------------------------------------------------------
/1/ Availability will be measured using { * }.
/2/ Availability measured using the { * }.
--------------------------------------------------------------------------------
(c) Data Network Response Time
Table B2-3
-------------------------------------------------------------------------------------------------------------------
Data Network Measurement Transaction Description Data Network Response Time Data Network Response Time
Window Minimum Performance Standard Business Delivery Standard
-------------------------------------------------------------------------------------------------------------------
{ * } Calendar All transmissions and { * } Average of Response Times/1/
month communications ** { * }
--------------------------------------------------------------------------------------------------------------------
/1/ Notwithstanding the definition of "Response Time" in Schedule B, for the
purposes of this Table B-2, "Response Time" excludes { * }. Response Time is
measured from network interface card (including those attached to routers, PCs
and front end processors) to host and back to such network interface card using
Response Time sampling obtained every { * } using the { * } operating on the { *
} communications controller at each { * } site and the { * } operating on the
mainframe host, as applicable.
--------------------------------------------------------------------------------
(d) Data Network Latency
Table B2-4
---------------------------------------------------------------------------------------------------------------------
Data Network Measurement Transaction Description Data Network Latency Minimum Data Network Latency
Window Performance Standard Business Delivery Standard
---------------------------------------------------------------------------------------------------------------------
{ * } Calendar All transmissions and See footnote 1 See footnote 1
month communications
---------------------------------------------------------------------------------------------------------------------
*** more than equal to
** less than equal to
/1/ A Latency Business Delivery Standard and a Latency Minimum Performance
Standard applicable to DWR shall be established pursuant to Section 7.8 of
Schedule B.
--------------------------------------------------------------------------------
(e) Frame Delivery Rate
Table B2-5
--------------------------------------------------------------------------------
Attachment B-2 to Schedule B of Services Agreement MSDW/IBM Confidential
B2-2 Final Execution Draft
---------------------------------------------------------------------------------------------------------------------
Data Network Measurement Scheduled Uptime Frame Delivery Rate Minimum Frame Delivery Rate Business
Window Performance Standard Delivery Standard
---------------------------------------------------------------------------------------------------------------------
----------------------- --------------------------------------------------------
{ * } Calendar { * } See footnote 1 See footnote 1
month
--------------------------------------------------------------------------------
/1/ A Frame Delivery Rate Business Delivery Standard and a Frame Delivery Rate
Minimum Performance Standard applicable to DWR shall be established pursuant to
Section 7.8 of Schedule B.
--------------------------------------------------------------------------------
2. IPSS SERVICES PERFORMANCE STANDARDS
(a) Batch Processing
(i) Batch Input Queue Time
----------------------
Table B2-6
-------------------------------------------------------------------------------------------------------------------
Measurement Scheduled Batch Job Batch Input Queue Time Minimum Batch Input Queue Time Business
Window Performance Standard Delivery Standard
-------------------------------------------------------------------------------------------------------------------
Calendar month All DWR Batch Jobs processed on { * } { * } of Batch Input Queue
dedicated hosts/1/ Times/2/ ** { * }
-------------------------------------------------------------------------------------------------------------------
** less than equal to
/1/ Includes Batch Jobs processed on hosts on which DWR processes, which as of
the Effective Date are Hosts { * } and { * }.
/2/ Batch Input Queue Time will be measured using the { * }.
--------------------------------------------------------------------------------
(ii) Batch Completion Time
---------------------
Table B2-7
--------------------------------------------------------------------------------------------------------------------
Measurement Scheduled Batch Completion Time Minimum Performance Batch Completion Time Business Delivery
Window Batch Job Standard Standard
--------------------------------------------------------------------------------------------------------------------
Calendar month Critical { * } { * } of all Batch Completion Times for
Batch Jobs/1/ applicable Batch Jobs are earlier than or
equal to the corresponding scheduled
completion times/1/
--------------------------------------------------------------------------------------------------------------------
/1/ The applicable Batch Jobs and their corresponding scheduled completion times
are those listed in Annex B2-1, as such listing may be modified from time to
time by the mutual agreement of the Parties. In the event that the Parties agree
to add one (or more) Batch Job(s) to Table B2-1-1 of Annex B2-1, performance for
the new Batch Job will be baselined for { * } (or such other mutually agreeable
period). Thereafter, the foregoing Batch Completion Time Business Delivery
Standard shall be amended pursuant to the following formula:
N= { * }
where: "N" is the amended Batch Completion Time Business Delivery Standard, "O"
is the prior Batch Completion Time Business Delivery Standard, "B" is the
percentage of Batch Completion Times for the added Batch Job during the
baselining period that are earlier than or equal to the corresponding scheduled
completion time for such added Batch Job(s), "x" is the aggregate number of
scheduled runs for all of the Batch Jobs in Table B2-1-1 of Annex B2-1
(including the added Batch Job(s)), and "y" is the aggregate number of scheduled
runs for the added Batch Job(s).
If a change in the scheduled completion time for a Batch Job is agreed upon by
the Parties, the change will be documented (via e-mail), Table B2-1-1 of Annex
B2-1 shall be deemed modified to the extent of such documented and agreed-upon
change, and the foregoing Batch Completion Time Business Delivery Standard will
remain unchanged. The Parties agree to review and update Annex B2-1 to add or
subtract Batch Jobs or to modify the names or scheduled completion times of the
Batch Jobs and as applicable, update Batch Completion Time Business Delivery
Standard on a { * } basis, or as otherwise mutually agreed upon by the Parties.
--------------------------------------------------------------------------------
Attachment B-2 to Schedule B of Services Agreement MSDW/IBM Confidential
B2-3 Final Execution Draft
(b) Customer Information Control System ("CICS")
(i) CICS Subsystem Availability
---------------------------
Table B2-8
-------------------------------------------------------------------------------------------------------------------
Measurement CICS Scheduled Uptime/1/ CICS Availability Minimum CICS Availability
Window Subsystem Performance Standard Business Delivery Standard
(CICS Region)
-------------------------------------------------------------------------------------------------------------------
Calendar month { * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Average Availability/2, 5/
for all regions listed in
Annex B2-3 *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } See footnote 4
-------------------------------------------------------------------------------------------------------------------
*** more than equal to
/1/ All times in this table refer to Eastern Time. The following abbreviations
are used to denote days of the week: M=Mondays, T=Tuesdays, W=Wednesdays,
R=Thursdays, F=Fridays, S=Saturdays and N=Sundays.
/2/ For the purposes of this
Table B2-8, "Availability" refers to Availability of the specified CICS region
and applicable data files. Any Outages of unknown cause less than { * } in
duration shall be deemed to be { * } for the purposes of this Table B2-5.
Availability will be measured { * } of Scheduled Uptime using the { * }. DWR and
IBM agree that each CICS subsystem operating in any additional production
regions provided by IBM upon the request of DWR will be deemed to be added to
the foregoing list of CICS subsystems and will be subject to the Performance
Standards set forth in footnote 5. IBM will use commercially reasonable efforts
to maintain as Available for Use test and development regions during applicable
Scheduled Uptime to the extent of IBM's responsibility for the technical and
operational support of such regions. Upon the reasonable request of DWR, IBM
will monitor for a reasonable time the processing times for the subsystems
listed in this Table B2-5 (including test subsystems and subsystems deemed
added) using { * }, and will provide DWR with data and any other performance
results (e.g., analyses and diagnostic
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment B-2 to Schedule B of Services Agreement MSDW/IBM Confidential
B2-4 Final Execution Draft
--------------------------------------------------------------------------------
reports) corresponding to such monitoring.
/3/ The Performance Standard Credit for IBM's failure to meet or exceed this
Minimum Performance Standard will be { * }.
/4/ DWR and IBM agree that CICS subsystems operating in any additional
production regions provided by IBM upon the request of DWR (which shall include
the regions designated as of the Effective Date as { * }) will be deemed to be
added to the foregoing list of CICS subsystems and performance for each of these
subsystems will be baselined by IBM for { * } (or such other mutually agreeable
period) after the later of (i) September 1, 1998, and (ii) the date such
subsystem is introduced into a DWR processing environment. A CICS Availability
/2/ Business Delivery Standard corresponding to each additional subsystem shall
be determined, as mutually agreed, based upon { * } each additional subsystem's
monthly performance (measured on a calendar-month basis) during this { * }
period (or such other mutually agreeable period). DWR and IBM agree that such
baselined performance for each additional subsystem will also serve as the basis
for determining any Availability /2/ Minimum Performance Standard applicable to
such subsystem, as mutually agreed.
/5/ Average Availability shall be calculated by (a) aggregating the { * }
calculated for each applicable subsystem listed in Annex B2-3 during the
Measurement Period and (b) dividing such aggregation by the total number of such
subsystems, with the result expressed as { * }.
--------------------------------------------------------------------------------
(c) Systems Availability
Table B2-9
-------------------------------------------------------------------------------------------------------------------
System Measurement Scheduled Uptime Availability Minimum Availability Business Delivery
Window Performance Standard Standard
-------------------------------------------------------------------------------------------------------------------
{ * } system Calendar { * } { * } (a) Availability/1/ *** { * } for
month host { * }, and
(b) Availability/1/ *** { * } for
host { * }
-------------------------------------------------------------------------------------------------------------------
{ * } system Calendar { * } { * } Availability/1/ *** { * }
region (region month
{ * })
-------------------------------------------------------------------------------------------------------------------
{ * } Calendar { * } { * } Availability/2/ *** { * }
month
-------------------------------------------------------------------------------------------------------------------
*** more than equal to
/1/ Availability measured using { * }.
/2/ "Availability" refers to the Availability of the application subsystems
comprising this system. Outages less than { * } in duration shall be deemed { *
} for the purposes of this Performance Standard. IBM will not be obligated to
perform causal analysis of Outages less than { * } in duration. Availability of
this system will be measured { * } of Scheduled Uptime using the { * }.
--------------------------------------------------------------------------------
(d) System Performance
Table B2-10
--------------------------------------------------------------------------------------------------------------------
Measurement Window System Processing Time Minimum Performance Processing Time Business Delivery
Standard Standard
--------------------------------------------------------------------------------------------------------------------
Calendar month { * } System/1/ { * } (a) Average of processing times/2/ **
{ * } for host/1/ { * } and
(b) Average of processing times/2/ **
{ * } for host/1/ { * }
--------------------------------------------------------------------------------------------------------------------
** less than equal to
/1/ Performance of any additional system or host will be baselined for { * } (or
such other mutually agreeable period) after its introduction into a DWR
processing environment. The Business Delivery Standard applicable to such system
or host shall be the { * } calendar-monthly performance during this { * } period
(or such other mutually agreeable
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment B-2 to Schedule B of Services Agreement MSDW/IBM Confidential
B2-5 Final Execution Draft
--------------------------------------------------------------------------------
period). Upon the reasonable request of DWR, IBM will monitor for a reasonable
time the processing times for the Order Entry System using { * }, and will
provide DWR with data and any other performance results (e.g., analyses and
diagnostic reports) corresponding to such monitoring.
/2/ Processing times for { * } Period One Transaction response time is measured
using the { * }. Processing times for all such { * } transactions will be
recorded every { * } for each of the referenced hosts using { * } interval
source data, which records the elapsed time for such transactions. "Average of
processing times" will be computed as the aggregate of such elapsed times for
all such { * } transactions occurring during the Measurement Window, divided by
the total number of such { * } transactions occurring during the Measurement
Window.
--------------------------------------------------------------------------------
(e) CPU Objective Allocation ("CPUOA") Performance
Table B2-11
----------------------------------------------------------------------------------------------------------------
Measurement Task Class of Shift/2/ Successful Address Space Successful Job Threshold/3/
Window Classification/1/ Service Threshold/2/
----------------------------------------------------------------------------------------------------------------
Calendar Started Tasks A Prime { * } { * }
-------------------------------------------------------------------
month (STC) Non-Prime { * } { * }
-------------------------------------------------------------------------------------------------
Started Tasks B Prime { * } { * }
-------------------------------------------------------------------
(STC) Non-Prime { * } { * }
-------------------------------------------------------------------------------------------------
Started Tasks C Prime { * } { * }
-------------------------------------------------------------------
(STC) Non-Prime { * } { * }
-------------------------------------------------------------------------------------------------
On-lines A Prime { * } { * }
-------------------------------------------------------------------
Non-Prime { * } { * }
-------------------------------------------------------------------------------------------------
On-lines B Prime { * } { * }
-------------------------------------------------------------------
Non-Prime { * } { * }
-------------------------------------------------------------------------------------------------
TSO A Prime { * } { * }
-------------------------------------------------------------------
Non-Prime { * } { * }
-------------------------------------------------------------------------------------------------
TSO B Prime { * } { * }
-------------------------------------------------------------------
Non-Prime { * } { * }
-------------------------------------------------------------------------------------------------
TSO C Prime { * } { * }
-------------------------------------------------------------------
Non-Prime { * } { * }
-------------------------------------------------------------------------------------------------
Batch A Prime { * } { * }
-------------------------------------------------------------------
Non-Prime { * } { * }
-------------------------------------------------------------------------------------------------
Batch B Prime { * } { * }
-------------------------------------------------------------------
Non-Prime { * } { * }
------------------------------------------------------------------------------------------------
Batch C Prime { * } { * }
-------------------------------------------------------------------
Non-Prime { * } { * }
----------------------------------------------------------------------------------------------------------------
/1/ The CPU Objective Allocation metric is a host-based measurement expressed in
two variables, "Successful Address Space Threshold" and "Successful Job
Threshold," which are defined in Section 1.2 of Schedule B. Tasks are listed in
descending order of priority for CPU dispatch. The order of priority may be
changed upon the mutual agreement of DWR and IBM. Upon DWR's registering an
application with IBM, IBM will assign the application the Task Classification
mutually agreed upon by DWR and IBM.
/2/ For the purposes of this Table B2-8 only, "Prime" means { * } E.T.;
"Non-Prime" means all times that are not Prime as defined in this footnote. The
Business Delivery Standard for each shift category shall be satisfied if the
sampled Successful Job Thresholds are greater than or equal to the levels of
such variables specified above in the "Successful Job Threshold" column.
/3/ The Successful Job Threshold will be measured using sampling obtained from
each address space on each host { * }, recorded in a record written to storage
media. Samples for tasks of { * } or less shall be excluded.
--------------------------------------------------------------------------------
3. PRINT SERVICES PERFORMANCE STANDARDS
--------------------------------------------------------------------------------
Attachment B-2 to Schedule B of Services Agreement MSDW/IBM Confidential
B2-6 Final Execution Draft
(a) Print and Insertion Quality
Table B2-12
----------------------------------------------------------------------------------------------------------------------
Measurement Print and Print and Insertion Quality Minimum Print and Insertion Quality Business
Window Insertion Job Performance Standard Delivery Standard
----------------------------------------------------------------------------------------------------------------------
Calendar month See Annex { * } (a) Print Productivity for each Print and
B2-2 Insertion Job ** the corresponding Business
Delivery Standard period/1/, and (b) The number
of Business Impacting Events for all Print and
Insertion Jobs listed in Annex B2-2 = { * }
----------------------------------------------------------------------------------------------------------------------
/1/ The corresponding Business Delivery Standard periods and Minimum Performance
Standard periods, as applicable, are set forth in Annex B2-2 to this Attachment
B-2.
** less than equal to
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment B-2 to Schedule B of Services Agreement MSDW/IBM Confidential
B2-7 Final Execution Draft
ANNEX B2-1
Batch Jobs and Corresponding Scheduled Completion Times
Table B2-1-1
------------------------------------------------------------------------
Batch Job/1/ Scheduled Completion Time/1/
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
/1/ All times in this table refer to Eastern Time expressed in 24-hour format
(e.g., "09:00" means 9:00 a.m., "00:00" means 12:00 a.m. and "15:00" means 3:00
p.m.). Completion times refer to the completion time on the particular day
specified for the completion of the Batch Job by the Batch Job schedule provided
by DWR. DWR and IBM agree that IBM will not be responsible for failing to
achieve any Batch Job completion time if such Batch Job is completed within
{ *} of the listed completion time.
--------------------------------------------------------------------------------
Annex B2-1 to Attachment B-2 of MSDW/IBM Confidential
Schedule B of Services Agreement B2-1-1 Final Execution Draft
ANNEX B2-2
Print and Insertion Jobs
Table B2-2-1
-----------------------------------------------------------------------------------------------------------------------
Print and Insertion Job Corresponding Minimum Performance Corresponding Business Delivery Standard
Standard Period Period
-----------------------------------------------------------------------------------------------------------------------
DWR monthly { * } and { * } The applicable scheduled completion time/1/
associated materials (as
designated by DWR) for
accounts with activity during
current Measurement Window
-----------------------------------------------------------------------------------------------------------------------
DWR monthly { * } and { * } The applicable scheduled completion time/1/
associated materials (as
designated by DWR) for
accounts with activity during
current Measurement Window
-----------------------------------------------------------------------------------------------------------------------
DWR monthly { * } and { * } The applicable scheduled completion time/1/
associated materials (as
designated by DWR) for
accounts with activity during
current Measurement Window
-----------------------------------------------------------------------------------------------------------------------
DWR monthly { * } and { * } The applicable scheduled completion time/1/
associated materials (as
designated by DWR) for
accounts with activity during
current Measurement Window
-----------------------------------------------------------------------------------------------------------------------
DWR monthly { * } and { * } The applicable scheduled completion time/1/
associated materials (as
designated by DWR) for
accounts with activity during
current Measurement Window
-----------------------------------------------------------------------------------------------------------------------
DWR monthly { * } and { * } { * } after the applicable scheduled
associated materials (as completion time/1/
designated by DWR)
-----------------------------------------------------------------------------------------------------------------------
DWR quarterly { * } and { * } The applicable scheduled completion time/1/
associated materials (as
designated by DWR) for all
accounts
-----------------------------------------------------------------------------------------------------------------------
DWR quarterly { * } and { * } The applicable scheduled completion time/1/
associated materials (as
designated by DWR) for all
accounts
-----------------------------------------------------------------------------------------------------------------------
DWR annual { * } and { * } The applicable scheduled completion time/1/
associated materials (as
designated by DWR)
-----------------------------------------------------------------------------------------------------------------------
DWR annual { * } and { * } The applicable scheduled completion time/1/
-----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Annex B2-2 to Attachment B-2 of MSDW/IBM Confidential
Schedule B of Services Agreement B2-2-1 Final Execution Draft
--------------------------------------------------------------------------------
associated materials (as
designated by DWR)
--------------------------------------------------------------------------------
/1/ The applicable scheduled completion times for the Print and Insertion Jobs
as of the Effective Date are provided in { * } pages 1945-1946 (Xxxx Xxxxxx
Securities) and 20058-20059 (Year End), as such listings may be amended from
time to time by the mutual agreement of DWR and IBM. If DWR provides the
necessary data to execute the Print and Insertion Job within { * } the
corresponding scheduled Batch Job completion time, then the corresponding
Minimum Performance Standard period and corresponding Business Delivery Standard
period, as applicable, for such Print and Insertion Job will be { * }. If DWR
provides the necessary data to execute the Print and Insertion Job at any time
subsequent to { * } the corresponding scheduled Batch Job completion time, DWR
and IBM will set a mutually agreeable corresponding Minimum Performance Standard
period and corresponding Business Delivery Standard period, as applicable, for
the impacted individual Print and Insertion Job(s).
In the event that IBM provides additional resource capacity or modifies Service
architecture with respect to the print and insertion Services corresponding to
the Print and Insertion Jobs set forth in this Table B2-2-1, then IBM's
performance of the related Services shall be baselined by IBM for { * } (or such
other mutually agreeable period) after the date that such change is implemented.
Each Print and Insertion Quality Business Delivery Standard set forth in
Attachment B-2 shall be adjusted to be equal to the { * } the monthly
performance (measured on a calendar-month basis) during this { * } (or such
other mutually agreeable period) for the corresponding Print and Insertion Job.
Each Print and Insertion Quality Minimum Performance Standard set forth in
Attachment B-2 shall also be adjusted; provided, however, that the proportion
between the adjusted Minimum Performance Standard and the adjusted Business
Delivery Standard is no less favorable to MSDW than the proportion between the
corresponding unadjusted Minimum Peformance Standard and unadjusted Business
Delivery Standard. In no event shall the adjustment described in this footnote
result in any Minimum Performance Standard or Business Delivery Standard less
favorable to MSDW than before such adjustment.
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Annex B2-2 to Attachment B-2 of MSDW/IBM Confidential
Schedule B of Services Agreement B2-2-2 Final Execution Draft
ANNEX B2-3
Certain CICS Regions
Table B2-3-1
--------------------------------------------------------------------------------
CICS Region Scheduled Uptime/1/
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
/1/ All times in this table refer to Eastern Time. The following abbreviations
are used to denote days of the week: M=Mondays, T=Tuesdays, W=Wednesdays,
R=Thursdays, F=Fridays, S=Saturdays and N=Sundays.
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Annex B2-3 to Attachment B-2 of MSDW/IBM Confidential
Schedule B of Services Agreement B2-3-1 Final Execution Draft
ATTACHMENT B-3
Performance Standards for Discover Financial Services
1. DATA NETWORK SERVICES PERFORMANCE STANDARDS
(a) Data Network Availability
Table B3-1
-------------------------------------------------------------------------------------------------------------------------
Data Network Measurement Scheduled Uptime Data Network Availability Data Network
Window Minimum Performance Availability Business
Standard Delivery Standard
-------------------------------------------------------------------------------------------------------------------------
{ * } Calendar month { * } { * } Availability/1/ *** { * }
-------------------------------------------------------------------------------------------------------------------------
{ * } Gateways Calendar month { * } { * } Availability/1/ *** { * }
(Host Interface
Gateways)
-------------------------------------------------------------------------------------------------------------------------
{ * } for all Calendar month { * } { * } Average Availability/2/
single-attached for all such sites *** { * )
sites without dial
backup
-------------------------------------------------------------------------------------------------------------------------
{ * } for all Calendar month { * } { * } Average Availability/2/
dual-attached sites for all such sites *** { * )
and sites with dial
backup/2/
-------------------------------------------------------------------------------------------------------------------------
{ * } Calendar month { * } See footnote 3 See footnote 3
-------------------------------------------------------------------------------------------------------------------------
/1/ Availability will be measured continuously using the { * } operating on the
Front End Processors for which IBM is responsible at Discover sites.
/2/ Availability will be measured on a { * } basis by the { * }, which polls
each endpoint (i.e., the site router) of the { * } Data Network every { * },
and is reported via { * } and { * } ticket validation. A "dual-attached site"
is Available for Use if either of the two leased lines to the site router is
Available for Use. A "site with dial backup" is Available for Use if the leased
line or the switched dial backup circuit to the site router is Available for
Use.
/3/ An Availability Business Delivery Standard and an Availability Minimum
Performance Standard applicable to Discover shall be established pursuant to
Section 7.8 of Schedule B.
--------------------------------------------------------------------------------
(b) Data Network Component Availability
Table B3-2
-----------------------------------------------------------------------------------------------------------------------
Data Network Measurement Scheduled Data Network Availability Minimum Data Network Availability
Component Window Uptime Performance Standard Business Delivery Standard
-----------------------------------------------------------------------------------------------------------------------
{ * } Calendar { * } { * } Availability/1/ *** { * }
month
----------------- --------------------------------------------------------------------------
{ * } { * } Availability/1/ *** { * }
----------------- --------------------------------------------------------------------------
{ * } { * } Availability/1/ *** { * }
----------------- --------------------------------------------------------------------------
Transaction { * } Availability/2/ *** { * }
Routing Services
-----------------------------------------------------------------------------------------------------------------------
/1/ Availability measured on a { * } basis using the application { * }
-----------------------------------------------------------------------------------------------------------------------
*** more than equal to
--------------------------------------------------------------------------------
Attachment B-3 to Schedule B of Services Agreement MSDW/IBM Confidential
B3-1 Final Execution Draft
--------------------------------------------------------------------------------
/2/ Availability measured on a { * } basis using information derived from { * },
excluding Gateway Communication Errors. "Gateway Communication Errors" means all
terminal disconnects plus errors that are tracked because the { * } Data Network
is not Available for Use.
--------------------------------------------------------------------------------
(c) Data Network Response Times
Table B3-3
-------------------------------------------------------------------------------------------------------------------------
Data Network Measurement Transaction Description Data Network Response Time Data Network Response Time
Window Minimum Performance Business Delivery Standard
Standard
-------------------------------------------------------------------------------------------------------------------------
{ * } Calendar All Data Network { * } { * } of Response Times/1/ **
month transactions and { * }
communications
-------------------------------------------------------------------------------------------------------------------------
/1/ Response Times measured from network interface card (including those
attached to routers, PCs and front end processors) to host and back to such
network interface card, excluding host processing time, using the { * }
operating on the mainframe host, as applicable.
-------------------------------------------------------------------------------------------------------------------------
(d) Data Network Latency
Table B3-4
-------------------------------------------------------------------------------------------------------------------------
Data Network Measurement Transaction Description Data Network Latency Minimum Data Network Latency
Window Performance Standard Business Delivery Standard
-------------------------------------------------------------------------------------------------------------------------
{ * } Calendar All transmissions and See footnote 1 See footnote 1
month communications
-------------------------------------------------------------------------------------------------------------------------
/1/ A Latency Business Delivery Standard and a Latency Minimum Performance
Standard applicable to Discover shall be established pursuant to Section 7.8 of
Schedule B.
-------------------------------------------------------------------------------------------------------------------------
** less than equal to
--------------------------------------------------------------------------------
Attachment B-3 to Schedule B of Services Agreement MSDW/IBM Confidential
B3-2 Final Execution Draft
(e) Frame Delivery Rate
Table B3-5
-----------------------------------------------------------------------------------------------------------------------
Data Network Measurement Scheduled Uptime Frame Delivery Rate Minimum Frame Delivery Rate Business
Window Performance Standard Delivery Standard
-----------------------------------------------------------------------------------------------------------------------
{ * } Calendar { * } See footnote 1 See footnote 1
month
-----------------------------------------------------------------------------------------------------------------------
/1/ A Frame Delivery Rate Business Delivery Standard and a Frame Delivery Rate
Minimum Performance Standard applicable to Discover shall be established
pursuant to Section 7.8 of Schedule B.
-----------------------------------------------------------------------------------------------------------------------
2. IPSS SERVICES PERFORMANCE STANDARDS
(a) Batch Completion Time
Table B3-6
-----------------------------------------------------------------------------------------------------------------------
Measurement Scheduled Batch Batch Completion Time Minimum Batch Completion Time Business Delivery
Window Job Performance Standard Standard
-----------------------------------------------------------------------------------------------------------------------
Calendar month See footnote 1 None { * } of all Batch Completion Times for
applicable Batch Jobs are earlier than
or equal to the corresponding scheduled
completion times/1/
-----------------------------------------------------------------------------------------------------------------------
/1/ The applicable Batch Jobs and their corresponding scheduled completion times
are those listed in Annex B3-1, as such listing may be modified from time to
time by the mutual agreement of the Parties. In the event that the Parties agree
to add one (or more) Batch Job(s) to Table B3-1-1 of Annex B3-1, performance for
the new Batch Job will be baselined for { * } (or such other mutually agreeable
period). Thereafter, the foregoing Batch Completion Time Business Delivery
Standard shall be amended pursuant to the following formula:
N= { * }
where: "N" is the amended Batch Completion Time Business Delivery Standard, "O"
is the prior Batch Completion Time Business Delivery Standard, "B" is the
percentage of Batch Completion Times for the added Batch Job during the
baselining period that are earlier than or equal to the corresponding scheduled
completion time for such added Batch Job(s), "x" is the aggregate number of
scheduled runs for all of the Batch Jobs in Table B3-1-1 of Annex B3-1
(including the added Batch Job(s)), and "y" is the aggregate number of scheduled
runs for the added Batch Job(s).
If a change in the scheduled completion time for a Batch Job is agreed upon by
the Parties, the change will be documented (via e-mail), Table B3-1-1 of Annex
B3-1 shall be deemed modified to the extent of such documented and agreed-upon
change, and the foregoing Batch Completion Time Business Delivery Standard will
remain unchanged. The Parties agree to review and update Annex B3-1 to add or
subtract Batch Jobs or to modify the names or scheduled completion times of the
Batch Jobs and as applicable, update Batch Completion Time Business Delivery
Standard on a { * } basis, or as otherwise mutually agreed upon by the Parties.
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment B-3 to Schedule B of Services Agreement MSDW/IBM Confidential
B3-3 Final Execution Draft
(b) { * } Platform Availability
Table B3-7
-----------------------------------------------------------------------------------------------------------------------
Measurement Scheduled { * } Platform Availability Minimum { * } Platform Availability Business
Window Uptime Performance Standard Delivery Standard
-----------------------------------------------------------------------------------------------------------------------
Calendar month { * } { * } Availability/1/ *** { * }
-----------------------------------------------------------------------------------------------------------------------
/1/ "Availability" refers to the Availability of the { * } symmetric processing
platforms (including related hardware, ESCON Directors and ESCON channels) at
all of the Discover sites that utilize a { * } platform. As of the Effective
Date, the Discover sites utilizing { * } platforms are located in { * } and { *
}. IBM will assist Discover in achieving its operational and hardware goals by
providing change and problem management controls to track { * } hardware
Availability, IBM system administration workmanship, and operational readiness
for the { * } platform. IBM will (a) monitor the { * } hardware platform and
coordinate with the Discover Help Desk (PMG) for the timely resolution of { * }
platform Problems and issues, (b) interface with { * } and other third party
vendors, and (c) escalate Problems as appropriate. IBM will provide { * }
reports to Discover displaying { * } platform Availability and indicating the
causes of any Unexcused Downtime or Excused Downtime (e.g., hardware,
operations, system administration, etc.). IBM will report on Availability by
reviewing various system and problem logs that record Availability as described
in this footnote.
--------------------------------------------------------------------------------
(c) CICS Subsystem Availability
Table B3-8
-------------------------------------------------------------------------------------------------------------------------
Measurement CICS Subsystem (CICS Scheduled Uptime CICS Availability CICS Availability
Window Region) Minimum Performance Business Delivery
Standard Standard
-------------------------------------------------------------------------------------------------------------------------
Calendar month { * } { * } { * } Availability/1/ { * }
--------------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/1/ { * }
--------------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/1/ { * }
--------------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/1/ { * }
--------------------------------------------------------------------------------------------------------
{ * } See footnote 3 { * } Average
Availability/1,5/ for
all such subsystems
*** { * }
--------------------------------------------------------------------------------------------------------
Each other subsystem See footnote 3 { * } Availability/1/ *** { * }
listed in Table for each applicable
B3-2-2 of Annex subsystem
B3-2/3,4/
-------------------------------------------------------------------------------------------------------------------------
*** more than equal to
/1/ For the purposes of this Table B3-8, "Availability" refers to the
Availability of the specified CICS regions and applicable data files. With
respect to Performance Standards which measure the Availability of a grouped
pair of regions, such pair will be deemed Available for Use if either of the
regions in the pair are Available for Use during Scheduled Uptime. With respect
to Performance Standards which measure the Availability of two grouped pairs of
regions, such pairs will be deemed Available for Use if either pair is Available
for Use during Scheduled Uptime pursuant to the preceding sentence. Any Outages
of unknown cause less than { * } in duration shall be deemed to be { * } for the
purposes of this Table B3-8. Availability will be measured every { * } of
Scheduled Uptime using the { * } Upon the reasonable request of Discover, IBM
will monitor for a reasonable time the processing times for the subsystems
listed in this Table B3-8 (including test subsystems and subsystems deemed
added) using { * }, and will provide Discover with data and any other
performance results (e.g., analyses and diagnostic reports) corresponding to
such monitoring. IBM will use commercially reasonable efforts to maintain as
Available for Use those regions used by Discover for testing or development
purposes during applicable Scheduled Uptime to the extent of IBM's
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment B-3 to Schedule B of Services Agreement MSDW/IBM Confidential
B3-4 Final Execution Draft
responsibility for the technical and operational support of such regions. The
Parties agree that IBM will monitor the test/development/QA CICS Program Library
regions on { * } (or such other host on which such regions operate)
(collectively the "Monitored Regions") by { * } for each of the major versions
and releases of CICS in production (e.g., CICS releases { * }) on { * },
monitoring the Availability of such { * } using { * }, and proactively informing
MSDW of any problems causing the lack of Availability of such { * } which could
indicate possible Availability problems with respect to the Monitored Regions.
/2/ The Performance Standard Credit for IBM's failure to meet or exceed this
Minimum Performance Standard will be the { * }.
/3/ The applicable subsystems and their corresponding Scheduled Uptimes are
listed in the corresponding table in Annex B3-2.
/4/ Discover and IBM agree that CICS subsystems operating in any additional
production regions that are provided by IBM upon the request of Discover will be
deemed to be added to Annex B3-2 and performance for each of these subsystems
will be baselined by IBM for { * } (or such other mutually agreeable period)
after the later of (i) September 1, 1998, and (ii) the date such subsystem is
introduced into a Discover processing environment. A CICS Availability/1/
Business Delivery Standard corresponding to each additional subsystem shall be
determined, as mutually agreed, based upon the { * } each additional subsystem's
monthly performance (measured on a calendar-month basis) during this { * }
period (or such other mutually agreeable period). Discover and IBM agree that
such baselined performance for each additional subsystem will also serve as the
basis for determining any corresponding Availability/1/ Minimum Performance
Standard applicable to such subsystem, as mutually agreed.
/5/ Average Availability shall be calculated by (a) aggregating the Availability
{ * } calculated for each applicable subsystem during the Measurement Period and
(b) dividing such aggregation by the total number of such subsystems, with the
result { * }.
/6/ The Performance Standard Credit for IBM's failure to meet or exceed this
Minimum Performance Standard will be as follows: If the average Availability/1/,
/5/ for CICS subsystems Listed in { * } of { * } is less than { * }, the
Performance Standard Credit for IBM's failure to meet or exceed this Minimum
Performance Standard will be the { * }; provided, however, that notwithstanding
the foregoing, (a) if the number of individual subsystems for which
Availability/1/ *** { * } per subsystem exceeds { * } but is less than or equal
to { * }, the applicable Performance Standard Credit shall be the amount
calculated as the { * } and (b) if the number of individual subsystems for which
Availability/1/ *** { * } per subsystem exceeds { * }, the applicable
Performance Standard Credit shall be the amount calculated as the { * }.
--------------------------------------------------------------------------------
*** less than
(d) Systems Availability
Table B3-9
----------------------------------------------------------------------------------------------------------------------
System Measurement Scheduled Uptime Availability Minimum Availability Business Delivery Standard
Window Performance Standard
----------------------------------------------------------------------------------------------------------------------
{ * } System Calendar { * } { * } (a) Availability/1/ *** { * } for host { * }, and
month (b) Availability/1/ *** { * } for host { * }, and
(c) Availability/1/ *** { * } for host { * }, and
(d) Availability/1/ *** { * } for host { * }
----------------------------------------------------------------------------------------------------------------------
{ * } System Calendar { * } { * } Availability/1/ *** { * }
month
----------------------------------------------------------------------------------------------------------------------
/1/ "Availability" is measured using { * } and refers to the Availability of the
applicable systems in production environments only.
----------------------------------------------------------------------------------------------------------------------
*** more than equal to
(e) CPU Objective Allocation ("CPUOA") Performance
Table B3-10
Attachment B-3 to Schedule B of Services Agreement MSDW/IBM Confidential
B3-5 Final Execution Draft
---------------------------------------------------------------------------------------------------------------------
Measure- Task
ment Classifica- Class of Successful Address Successful Job
Window tion/1/ Service Shift/2/ Space Threshold/2/ Threshold/3/
---------------------------------------------------------------------------------------------------------------
Calendar Started Tasks A Prime { * } { * }
----------------------------------------------------------------
month (STC) Non-Prime { * } { * }
-----------------------------------------------------------------------------------------------
Started Tasks B Prime { * } { * }
----------------------------------------------------------------
(STC) Non-Prime { * } { * }
-----------------------------------------------------------------------------------------------
Started Tasks C Prime { * } { * }
----------------------------------------------------------------
(STC) Non-Prime { * } { * }
-----------------------------------------------------------------------------------------------
On-lines A Prime { * } { * }
----------------------------------------------------------------
Non-Prime { * } { * }
-----------------------------------------------------------------------------------------------
On-lines B Prime { * } { * }
----------------------------------------------------------------
Non-Prime { * } { * }
-----------------------------------------------------------------------------------------------
{ * } A Prime { * } { * }
----------------------------------------------------------------
Non-Prime { * } { * }
-----------------------------------------------------------------------------------------------
{ * } B Prime { * } { * }
----------------------------------------------------------------
Non-Prime { * } { * }
-----------------------------------------------------------------------------------------------
{ * } C Prime { * } { * }
----------------------------------------------------------------
Non-Prime { * } { * }
-----------------------------------------------------------------------------------------------
Batch A Prime { * } { * }
----------------------------------------------------------------
Non-Prime { * } { * }
-----------------------------------------------------------------------------------------------
Batch B Prime { * } { * }
----------------------------------------------------------------
Non-Prime { * } { * }
-----------------------------------------------------------------------------------------------
Batch C Prime { * } { * }
----------------------------------------------------------------
Non-Prime { * } { * }
---------------------------------------------------------------------------------------------------------------
/1/ The CPU Objective Allocation metric is a host-based measurement expressed in
two variables, "Successful Address Space Threshold" and "Successful Job
Threshold," which are defined in Section 1.2 of Schedule B. Tasks are listed in
descending order of priority for CPU dispatch. The order of priority may be
changed upon the mutual agreement of Discover and IBM. Upon Discover's
registering an application with IBM, IBM will assign the application the Task
Classification mutually agreed upon by Discover and IBM.
/2/ For the purposes of this Table B3-8 only, "Prime" means { * } E.T.;
"Non-Prime" means all times that are not Prime as defined in this footnote. The
Business Delivery Standard for each shift category shall be satisfied if the
sampled Successful Job Thresholds are greater than or equal to the levels of
such variables specified above in the "Successful Job Threshold" column.
/3/ The Successful Job Threshold will be measured using sampling obtained from
each address space on each host { * }, recorded in a record written to storage
media. Samples for tasks of { * } or less shall be excluded.
--------------------------------------------------------------------------------
3. PRINT SERVICES PERFORMANCE STANDARDS
(a) Print and Insertion Quality
--------------------------------------------------------------------------------
Attachment B-3 to Schedule B of Services Agreement MSDW/IBM Confidential
B3-6 Final Execution Draft
Table B3-11
-------------------------------------------------------------------------------------------------------------------------
Measurement Print and Print and Insertion Quality Minimum Print and Insertion Quality Business
Window Insertion Job Performance Standard Delivery Standard
-------------------------------------------------------------------------------------------------------------------------
Calendar See Annex { * } (a) Print Productivity for each Print Only
month B3-3 and Print and Insertion Job ** the
corresponding Business Delivery
Standard period/1/ and
(b) The number of Business Impacting
Events for all Print and Insertion
Jobs listed in Annex B3-3 = { * }
-------------------------------------------------------------------------------------------------------------------------
/1/ The corresponding Business Delivery Standard periods as well as the
corresponding Minimum Performance Standard periods are set forth in Annex B3-3
to this Attachment E.
--------------------------------------------------------------------------------
** less than equal to
--------------------------------------------------------------------------------
Attachment B-3 to Schedule B of Services Agreement MSDW/IBM Confidential
B3-7 Final Execution Draft
ANNEX B3-1
Batch Jobs and Corresponding Scheduled Completion Times
Table B3-1-1
--------------------------------------------------------------------------------
Infrastructure Batch Job/1/ Scheduled Completion Time/2/
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
/1/ For these Batch Jobs, IBM will provide Discover with weekly reporting no
less comprehensive than that provided prior to the Effective Date, which will
include a causal description for any failure to meet the applicable scheduled
completion time (e.g., "IBM-caused" or "Discover-caused").
/2/ All times in this table refer to Eastern Time, expressed in 24-hour format
(e.g., "09:00" means 9:00 a.m., and "15:00" means 3:00 p.m.). The following
abbreviations are used to denote days of the week: M=Mondays, T=Tuesdays,
W=Wednesdays, R=Thursdays, F=Fridays, S=Saturdays and N=Sundays.
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Annex B3-1 to Attachment B-3 MSDW/IBM Confidential
to Schedule B of Services Agreement B3-1-1 Final Execution Draft
Table B3-1-2
--------------------------------------------------------------------------------
Tracked Batch Job/1/ Scheduled Completion Time/2/
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
/1/ For these Batch Jobs, IBM will track daily Batch Completion Time performance
and will provide Discover with daily reporting of such performance similar to
that provided for the Batch Jobs listed in Table B3-1-1, except that IBM need
not include a causal description for any failure to meet the applicable
scheduled completion time.
/2/ All times in this table refer to Eastern Time, expressed in 24-hour format
(e.g., "09:00" means 9:00 a.m., and "15:00" means 3:00 p.m.). The following
abbreviations are used to denote days of the week: M=Mondays, T=Tuesdays,
W=Wednesdays, R=Thursdays, F=Fridays, S=Saturdays and N=Sundays.
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Annex B3-1 to Attachment B-3 MSDW/IBM Confidential
to Schedule B of Services Agreement B3-1-2 Final Execution Draft
ANNEX B3-2
CICS Subsystems and Corresponding Scheduled Uptimes
Table B3-2-1
--------------------------------------------------------------------------------
CICS Subsystem CICS Region Scheduled Uptime/1/
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
/1/ All times refer to Eastern Time. The following abbreviations are used to
denote days of the week: M=Mondays, T=Tuesdays, W=Wednesdays, R=Thursdays,
F=Fridays, S=Saturdays and N=Sundays.
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Annex B3-2 to Attachment B-3 MSDW/IBM Confidential
to Schedule B of Services Agreement B3-2-1 Final Execution Draft
Table B3-2-2
--------------------------------------------------------------------------------
CICS Subsystem CICS Region Scheduled Uptime/1/
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
/1/ All times refer to Eastern Time.
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Annex B3-2 to Attachment B-3 MSDW/IBM Confidential
to Schedule B of Services Agreement B3-2-2 Final Execution Draft
ANNEX B3-3
Print and Insertion/Print Only Jobs
Table B3-3-1
---------------------------------------------------------------------------------------------------------------------
Print and Insertion Job or Corresponding Minimum Performance Corresponding Business Delivery Standard
Print Only Job Standard Period or Completion Time/1, 4/ Period or Completion Time/1, 4/
---------------------------------------------------------------------------------------------------------------------
{ * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
{ * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
{ * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
{ * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
{ * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
{ * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
/1/ Periods apply for single-cycle volumes only. For double cycles, the
applicable periods will be extended by { * }.
/2/ Print and Insertion Job.
/3/ Print Only Job.
/4/ Parties agreed (a) that the designated corresponding Print and Insertion Job
or Print Only Job, as applicable, completion time will slip { * } after the
corresponding scheduled Batch Job completion time during which Discover has not
provided the necessary data to execute such Print and Insertion Job or Print
Only Job, as applicable, (b) if Discover does not provide necessary data to
execute the Print and Insertion Job within { * } of the agreed-upon
corresponding scheduled Batch Job completion time, then the corresponding
Minimum Performance Standard period and corresponding Business Delivery Standard
period for such Print and Insertion Job will be extended by { * } and (c) if
Discover's data is late by more than { * } from the corresponding scheduled
Batch Job completion time for the applicable Print and Insertion Job, or if
Discover does not provide necessary data to execute the Print Only Job within {
* } of the agreed-upon corresponding scheduled Batch Job completion time, the
Parties will set a mutually agreeable Minimum Performance Standard period and
corresponding Business Delivery Standard period for the impacted individual
Print and Insertion Job(s) or Print Only Job(s), as applicable.
/5/ As of the Effective Date, Discover is developing plans that may result in
migrating some of the print volumes for the applicable Print Only Job to { * }
Should this occur, the migration will constitute a Trigger Event under Section
5.2(b) of Schedule B. Discover will keep IBM involved as to the impact of this
migration on IBM's print operations. As details of the migration are worked out,
the Parties agree to re-evaluate the Minimum Performance Standard and Business
Delivery Standard to adjust for the changes in print volumes for the Print Only
Job performed by IBM.
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Annex B3-3 to Attachment B-3 MSDW/IBM Confidential
to Schedule B of Services Agreement B3-3-1 Final Execution Draft
ATTACHMENT B-4
Voice Services Performance Standards
This Attachment B-4 sets forth the Performance Standards applicable to Voice
Services.
1. DEFINITIONS
1.1 Certain Definitions.
-------------------
As used in this Attachment B-4:
(a) "Blocked" means the return of a busy signal to a caller or
failure to connect a call to the intended recipient on the Voice
Network that is due to a failure for which IBM is responsible.
(b) "Grade of Service" or "GOS" means the probability that a call
originating from or terminating at MSDW during the applicable
Measurement Window for a GOS Performance Standard will be
Blocked. GOS is calculated by dividing (i) the number of calls
originating from or terminating at MSDW that are Blocked during
the Busy Hour, by (ii) the number of attempted calls originating
from or terminating at MSDW during the Busy Hour, expressed as a
decimal preceded by "P" (e.g., P.010").
(c) "Repair Time" for Voice Services means the actual time between
(i) the earlier of (A) the moment when MSDW provides IBM with
notice of any Outage or Problem with respect to a Service or
Services by calling the IBM Help Desk and a Problem ticket is
opened or (B) the moment when the IBM Help Desk otherwise becomes
aware of such Outage or Problem and a Problem ticket is opened,
and (ii) the moment that the affected Service(s) and those
elements of the Service for which IBM is responsible are restored
to normal operational status and such ticket is subsequently
placed on hold. IBM problem tickets are closed upon the mutual
agreement of IBM and MSDW. In the event that MSDW is not
satisfied with the handling of an Outage or Problem, or if such
Outage or Problem is perceived by MSDW to be chronic in nature,
MSDW may request a root-cause analysis from IBM to review the
specific cause or causes of such Outage or Problem, and IBM shall
promptly provide such analysis.
(d) "Voice Network" means all Equipment, associated attachments,
features and accessories, Software, lines and cabling, including
communication controllers, multiplexers, lines, modems, CSUs and
DSUs, and any other facilities used to connect and transmit voice
communications. "Voice Network" does not include any MSDW
Equipment, MSDW Software, or MSDW wiring.
1.2 Other Terms.
-----------
25. OTHER CAPITALIZED TERMS USED IN THIS ATTACHMENT B-4 BUT NOT DEFINED
HEREIN SHALL HAVE THE MEANINGS GIVEN TO THEM ELSEWHERE IN THE AGREEMENT.
--------------------------------------------------------------------------------
Attachment B-4 to Schedule B of Services Agreement MSDW/IBM Confidential
B4-1 Final Execution Draft
2. VOICE SERVICES PERFORMANCE STANDARDS
2.1 Service Availability.
--------------------
Table B4-1
-----------------------------------------------------------------------------------------------------------------------
Voice Hours for Voice Service
Measurement Service Provision Availability Minimum Voice Service Availability
Window Description of Voice Service Performance Standard Business Delivery Standard
-----------------------------------------------------------------------------------------------------------------------
Calendar month { * } G.S.S. { * } { * } Availability *** { * }
Platform/1/
-----------------------------------------------------------------------------------------------------------------------
Calendar month Voice Network { * } { * } Availability/2/ *** { * }
-----------------------------------------------------------------------------------------------------------------------
/1/ "G.S.S. Platform" means the Global Services System Platform. The G.S.S.
Platform maintenance window will be { * } scheduled voice network maintenance
window (which as of the Effective Date is { * } from { * } E.T. through { * }
E.T.). IBM will notify the appropriate MSDW Business Unit of changes, if any to
the maintenance window. Site-specific or emergency maintenance will be
coordinated with MSDW to avoid business impacts.
/2/ "Availability" refers to the Availability of access to complete incoming or
outgoing calls on circuits for which IBM is responsible. The Business Delivery
Standard for Availability will be measured based upon the Voice Network as a
whole at the DS-1 level. IBM will also provide Availability statistics for each
MSDW Business Unit site on a { * } basis at the request of an MSDW Business
Unit.
--------------------------------------------------------------------------------
2.2 Moves/Adds/Changes ("MACs") Time.
--------------------------------
Table B4-2
-----------------------------------------------------------------------------------------------------------------------
Measurement MACs Services MACs Time Minimum
Window Description Performance Standard MACs Time Business Delivery Standard
-----------------------------------------------------------------------------------------------------------------------
Calendar month Moves, adds and { * } All MACs Times ** those applicable
changes of circuits/1/ implementation time set forth in Table B4-1-1
of Annex B4-1
-----------------------------------------------------------------------------------------------------------------------
Calendar month Toll Free Number { * } All MACs Times/2/ ** those applicable
("TFN") Routing implementation times set forth in Table
moves, adds and B4-1-2 of Annex B4-1
changes/1/
-----------------------------------------------------------------------------------------------------------------------
/1/ MACs Services provided by IBM include, as applicable, installations,
replacement of equipment, upgrades, disconnects, reconfigurations, and
optimizations for Voice Network equipment, facilities and software. Each MSDW
Business Unit and IBM will agree upon all MACs projects. If additional resources
are required to meet requested time frames other than as required by the
applicable Business Delivery Standard, IBM will provide appropriate cost
estimates and schedule a reasonable time in advance for approval by the
appropriate MSDW Business Unit personnel. In such situations where IBM provides
Voice Services, IBM will order, on behalf of the corresponding MSDW Business
Unit, all Voice Network applications, as well as long distance and "800"
services. For each project that IBM manages for an MSDW Business Unit, IBM will
(i) identify all necessary equipment, needs for additional footprint (by site
survey), and electrical requirements, (ii) provide a project manager/implementor
to oversee a project from beginning to completion and place applicable orders
for third party vendor involvement for which IBM is responsible, and (iii)
coordinate all installation efforts with the corresponding MSDW Business Unit
headquarters, as appropriate, and local site contacts. For MACs Services related
to large change projects as mutually defined by an MSDW Business Unit and IBM,
time frames will be determined as mutually agreed upon by such MSDW Business
Unit and IBM. Circuit and Toll Free Number moves, adds and changes will be
tracked in the { * } system.
/2/ MACs Times for the Toll Free Number change Business Delivery Standard
measures the elapsed time between the point when an MSDW Business Unit requests
IBM to perform Quick Allocator and scheduled Plan Override (change to the
current schedule set) changes. This includes time to receive a request, analyze
a request, make the change and
--------------------------------------------------------------------------------
** means less than equal to
*** means more than equal to
--------------------------------------------------------------------------------
Attachment B-4 to Schedule B of Services Agreement MSDW/IBM Confidential
B4-2 Final Execution Draft
--------------------------------------------------------------------------------
send it to the host. If the corresponding MSDW Business Unit keys in the change,
the performance will conform to the { * } standards.
--------------------------------------------------------------------------------
2.3 Time to Repair.
--------------
Table B4-3
--------------------------------------------------------------------------------------------------------------------
Measurement Scope of Repair Time Minimum
Window Repair Performance Standard Repair Time Business Delivery Standard
--------------------------------------------------------------------------------------------------------------------
Calendar month Voice Network/1/ { * } (a) Average/2/ of Repair Times ** { * } for Level 1
Problems, and
(b) Average/2/ of Repair Times ** { * } for Level 2
Problems
--------------------------------------------------------------------------------------------------------------------
Calendar month { * } G.S.S. { * } Average of Repair Times ** { * }
Platform/3/
-----------------------------------------------------------------------------------------------------------------------
/1/ IBM will investigate, isolate and diagnose all Voice Network Outages and
Problems that are reported by an MSDW Business Unit to IBM. If the MSDW Business
Unit reports a suspected Problem with circuit quality (e.g., echo, noise, or
signal attenuation), IBM will duplicate the circumstances of the Problem and
repair or reroute subsequent calls as appropriate.
/2/ Averages are computed based upon all repairs to the Voice Network for
Problems with the same applicable Severity Level occurring during the applicable
Measurement Window. Problem Severity Levels are defined in Schedule B of the
Agreement.
/3/ "G.S.S. Platform" means the Global Services System Platform.
--------------------------------------------------------------------------------
2.4 Delivery Times for Invoices and Billing Information.
---------------------------------------------------
Table B4-4
----------------------------------------------------------------------------------------------------------
Measurement Delivery Time Minimum Delivery Time Business
Window Deliverable/1/ Performance Standard Delivery Standard
----------------------------------------------------------------------------------------------------------
Calendar month Voice Network Services { * } Delivery Time ** { * }
invoices1 for which an
MSDW Business Unit is
responsible
----------------------------------------------------------------------------------------------------------
/1/ IBM will continue to provide paper bills and datasets of call detail as well
as billing information as provided to each MSDW Business Unit prior to the
Effective Date, in a format consistent with each MSDW Business Unit's current
processing systems. IBM will provide voice dataset detail in { * } format when
this option becomes available. IBM will also provide a summary-type invoice by
site (cost center) as requested by an MSDW Business Unit. 2 IBM will provide
causal analysis of any failure to meet this Business Delivery Standard only upon
the request of an MSDW Business Unit.
--------------------------------------------------------------------------------
2.5 Busy Hour Grade of Service.
--------------------------
Table B4-5
-------------------------------------------------------------------------------------------------------
Busy Hour Grade of Service Busy Hour Grade of Service
Measurement Window Minimum Performance Standard Business Delivery Standard
-------------------------------------------------------------------------------------------------------
Calendar month { * } Grade of Service/1/ ** { * }
-------------------------------------------------------------------------------------------------------
/1/ This Business Delivery Standard is monitored and reported by site. Upon the
request of either Party, IBM will sample performance during periods other than
the "Busy Hour," and calculate Grade of Service for such periods for diagnostic
purposes only.
--------------------------------------------------------------------------------
** less than equal to
--------------------------------------------------------------------------------
Attachment B-4 to Schedule B of Services Agreement MSDW/IBM Confidential
B4-3 Final Execution Draft
ANNEX B4-1
MACs Services and Corresponding Implementation Times
Table B4-1-1: Moves, Adds and Changes of Circuits
--------------------------------------------------------------------------------------------------------------
Business Day
Request Type Service Type Implementation Time
--------------------------------------------------------------------------------------------------------------
New DS-3 Service { * } { * }
--------------------------------------------------------------------------------------------------------------
Add DS-1 on Existing DS-3 { * } { * }
--------------------------------------------------------------------------------------------------------------
New DS-1 Service - Non-ISDN/No SAFER { * } { * }
--------------------------------------------------------------------------------------------------------------
New DS-1 Service - Non-ISDN/SAFER { * } { * }
--------------------------------------------------------------------------------------------------------------
Reconfiguration DS-1 - Non-ISDN { * } { * }
--------------------------------------------------------------------------------------------------------------
New DS-1 Service - ISDN/No SAFER { * } { * }
--------------------------------------------------------------------------------------------------------------
New DS-1 Service - ISDN/SAFER { * } { * }
--------------------------------------------------------------------------------------------------------------
Reconfiguration DS-1 - ISDN { * } { * }
--------------------------------------------------------------------------------------------------------------
Disconnect Dedicated Facilities { * } { * }
--------------------------------------------------------------------------------------------------------------
Outside Move - Facilities { * } { * }
--------------------------------------------------------------------------------------------------------------
Inside Move - Facilities { * } { * }
--------------------------------------------------------------------------------------------------------------
Add ANI Delivery - Non-ISDN { * } { * }
--------------------------------------------------------------------------------------------------------------
Add ANI Delivery - ISDN { * } { * }
--------------------------------------------------------------------------------------------------------------
/1/ { * } is applicable if the DS-1 is being added to an existing trunk group.
If a separate trunk group is being created, the corresponding Implementation
Time will be { * }.
--------------------------------------------------------------------------------
Table B4-1-2: Toll Free Number Routing Moves, Adds and Changes
-----------------------------------------------------------------------------------
Toll Free Number Routing Platform Change Implementation Time/1/
-----------------------------------------------------------------------------------
Quick Allocator Change { * }
-----------------------------------------------------------------------------------
Change to schedule set, plan override { * }
-----------------------------------------------------------------------------------
Change DNIS { * }
-----------------------------------------------------------------------------------
Add/Remove Referrals { * }
-----------------------------------------------------------------------------------
Change NPA Routing { * }
-----------------------------------------------------------------------------------
Change Exchange Routing (6-digit screening) { * }
-----------------------------------------------------------------------------------
Change Time Manager { * }
-----------------------------------------------------------------------------------
Change Day Manager { * }
-----------------------------------------------------------------------------------
Change Call Allocator { * }
-----------------------------------------------------------------------------------
Add destination to TFN { * }
-----------------------------------------------------------------------------------
--------------------------------------------------------------------------------
/1/ Applicable for changes of { * } or less toll free numbers ("TFNs"); if there
are more than { * } TFNs involved, project time frames will be { * }.
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Annex B4-1 to Attachment to MSDW/IBM Confidential
Schedule B of Services Agreement B4-1-1 Final Execution Draft
SCHEDULE C
Charges
1. INTRODUCTION ........................................................................................... 1
2. DEFINITIONS ............................................................................................ 1
2.1 Certain Definitions. ................................................................................ 1
2.2 Other Terms. ........................................................................................ 4
3. INDIVIDUAL SERVICE ELEMENTS AND RESOURCE UNIT DEFINITION ............................................... 4
3.1 IPSS Services ISEs. ................................................................................. 4
3.2 Data Network Services ISEs. ......................................................................... 8
3.3 Voice Services ISEs. ................................................................................ 8
4. IPSS SERVICES PRICING METHODOLOGY ...................................................................... 9
4.1 IPSS Annual Baseline Volumes. ....................................................................... 9
4.2 Annual Service Charge and Monthly Service Charge. ................................................... 9
4.3 Additional Resource Charges and Reduced Resource Credits. .......................................... 10
5. DATA NETWORK SERVICES PRICING METHODOLOGY ............................................................. 11
6. VOICE SERVICES PRICING METHODOLOGY .................................................................... 12
7. OTHER CHARGES AND CREDITS ............................................................................. 12
7.1 SSA Charges. ....................................................................................... 12
7.2 { * }. ............................................................................................. 12
7.3 Customer Surplus Adjustment Credit. ................................................................ 13
7.4 Cost of Living Adjustment. ......................................................................... 14
7.5 Special Print Forms. ............................................................................... 14
7.6 New Services Commitment. ........................................................................... 14
8. MINIMUM ANNUAL REVENUE COMMITMENT ..................................................................... 15
8.1 MSDW Aggregate Spending and the MARC. .............................................................. 15
8.2 Revenue Adjustment. ................................................................................ 16
9. TERMINATION FOR CONVENIENCE CHARGES ................................................................... 16
10. TECHNOLOGY TRANSFER ................................................................................... 17
11. PERSONNEL RESOURCES AND RATES ......................................................................... 17
ATTACHMENT C-1: IPSS Annual Baseline Volumes by Individual Service Element ............................. C1 - 1
--------------
ATTACHMENT C-2: IPSS Services ARCs and RRCs ............................................................ C2 - 1
--------------
ATTACHMENT C-3: Data Network Services ISEs, Resource Units and Resource Unit Pricing ................... C3 - 1
--------------
ATTACHMENT C-4: Personnel Resource Categories .......................................................... C4 - 1
--------------
ATTACHMENT C-5: Example of Calculation of ARCs and RRCs ................................................ C5 - 1
--------------
________________________________________________________________________________
Schedule C to Services Agreement C-i MSDW/IBM Confidential
Final Execution Copy
1. INTRODUCTION
This Schedule C describes the methodologies for calculating the charges
under the Agreement. The charges described in this Schedule C, and any
other charges expressly set forth in the Agreement, shall compensate
IBM for all resources used to provide the Services. In addition, this
Schedule describes the measures of resource utilization and the
tracking of such usage.
2. DEFINITIONS
2.1 Certain Definitions.
-------------------
As used in this Schedule C:
(a) "Additional Resource Charge" or "ARC" shall have the
meaning set forth in Section 4.3(a) of this Schedule C.
(b) "Annual Service Charge" or "ASC" shall have the meaning
set forth in Section 4.2 of this Schedule C.
(c) "ARC Deadband" shall have the meaning set forth in Section
4.3(a) of this Schedule C.
(d) "Class A Work" shall mean processing work for which MSDW
elects to receive a level of service in which CPU address
space corresponding to such work receives host processing
resources (including CPU time, memory and I/O) on a
first-priority basis before CPU address space
corresponding to Class B Work or Class C Work that
simultaneously require such resources.
(e) "Class B Work" shall mean processing work for which MSDW
elects to receive a level of service in which CPU address
space corresponding to such work receives host processing
resources (including CPU time, memory and I/O) on a
second-priority basis before CPU address space
corresponding to Class C Work that simultaneously requests
such resources, but after CPU address space corresponding
to Class A Work that simultaneously require such
resources.
(f) "Class C Work" shall mean processing work for which MSDW
elects to receive a level of service in which CPU address
space corresponding to such work receives host processing
resources (including CPU time, memory and I/O) on a
third-priority basis after CPU address space corresponding
to Class A Work or Class B Work that simultaneously
require such resources.
(g) "COLA" shall have the meaning set forth in Section 12.6 of
the Agreement.
(h) "CPU Second" shall mean, with respect to any mainframe CPU
host used to provide IPSS Services, the quantity of CPU
processing time (i.e., task control blocks plus service
request blocks) on such host that is equivalent after
normalization (using the applicable SRM constant below) to
one (1) single image, single processing second
approximating an IBM 370/158-3 CPU host with an assumed
processor speed of one (1) MIPS. The system resource
________________________________________________________________________________
Schedule C to Services Agreement C-1 MSDW/IBM Confidential
Final Execution Copy
manager ("SRM") constants used to calculate CPU Seconds
for the host Equipment shall be as follows:
------------------------------------------------------------------------------------------
Table C-1
------------------------------------------------------------------------------------------
Host/1/ SRM Constant
------------------------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------------------------
/1/ Prior to utilizing a mainframe host processor other than any of those set forth
in this table C-1, IBM shall propose the corresponding applicable SRM constant and
obtain MSDW's verification that the IBM-proposed constant is in fact the applicable
SRM constant. Upon the request of MSDW, IBM shall provide MSDW with the SRM constants,
formulas, methodology and other information utilized by IBM to perform CPU Second
normalizations.
/2/ Notwithstanding this SRM constant, IBM shall utilize the constant { * } in lieu of
this SRM constant of { * } for performing CPU Second normalizations in order to account
for certain charging attributes existing as of the Effective Date with respect to { * }.
------------------------------------------------------------------------------------------
(i) "DASD Class of Service", and the terms "DASD Permanent",
"DASD Work", "DASD ML1" and "DASD ML2" shall have the
meanings given such terms in Schedule A.
(j) "Individual Service Element" or "ISE" shall mean any of
the Resource Unit categories used to calculate the charges
for the Services under this Schedule C. The ISEs are
described in Article 3 of this Schedule C.
(k) "International Agreement" shall have the meaning set forth
in Section 2.1 of the Agreement.
(l) "IPSS Annual Baseline Volumes" shall have the meaning set
forth in Section 3.2 of this Schedule C.
(m) "IPSS Monthly Baseline Volumes" shall mean the allocation,
by calendar month, of the IPSS Annual Baseline Volumes for
any calendar year determined pursuant to Section 4.2 of
this Schedule C.
(n) "Minimum Annual Revenue Commitment" shall have the meaning
set forth in Section 8.1(b) of this Schedule C.
(o) "Monthly Service Charge" shall have the meaning set forth
in Section 4.2 of this Schedule C.
(p) "MSDW Aggregate Spending" shall have the meaning set forth
in Section 8.1(a) of this Schedule C.
(q) "Non-Prime Time" shall mean all time that is not Prime
Time.
(r) "Pass-Through Expenses" shall mean the aggregate of those
Out-of-Pocket Expenses incurred by IBM for which MSDW is
obligated to reimburse IBM
________________________________________________________________________________
Schedule C to Services Agreement C-2 MSDW/IBM Confidential
Final Execution Copy
pursuant to Section 3.2(b)(iii) or Section 11.2 of the
Agreement, or as otherwise mutually agreed by the Parties.
(s) "Prime Time" shall mean the time between 9:00 a.m. and
6:00 p.m. Eastern Time on Mondays through Fridays,
including holidays.
(t) "Recovery Class of Service", and the terms "Class 1",
"Class 2", "Class 3", and "Class 4", shall have the
meanings given such terms in Schedule A.
(u) "Reduced Resource Credit" or "RRC" shall have the meaning
set forth in Section 4.3(b) of this Schedule C.
(v) "Resource Unit" for any ISE shall mean the unit of
chargeable resource utilization for such ISE. Resource
Units for the ISEs are described in Article 3 of this
Schedule C.
(w) "RRC Deadband" shall have the meaning set forth in Section
4.3(b) of this Schedule C.
(x) "SSA" shall have the meaning set forth in Section 2.1 of
the Agreement.
(y) "Systems Overhead" shall mean:
(i) With respect to the CPU utilization ISEs described
in Section 3.1(a) of this Schedule C, Resource
Units:
(A) Used for the overhead work required to
manage, monitor, support or maintain online
transaction managers, or database management
systems;
(B) Used for network operating systems, system
managed storage products, production
scheduling, tape management, automated
operations, output delivery tools or
hardware error reading;
(C) Used for non-MSDW resource utilization
measurement collection;
(D) Attributable to Applications Software that
is IBM Software used for IBM's internal
work, including those Resource Units used by
IBM to perform IBM billing functions;
(E) Attributable to CPU wait time or CPU
uncaptured time; or
(F) Necessary to perform system level work, such
as system operations, support and
administrative personnel usage.
(ii) With respect to the DASD utilization ISEs
described in Section 3.1(b) of this Schedule C,
Resource Units used for System Overhead functions
described in Subsection (i) of this Subsection
(y), or Resource Units used to perform system
level work, such as:
________________________________________________________________________________
Schedule C to Services Agreement C-3 MSDW/IBM Confidential
Final Execution Copy
(A) Spare volumes;
(B) Unallocated (free) space;
(C) System product libraries;
(D) System space (e.g., page and swap space,
system parameter and control data sets and
error analysis space);
(E) Systems operations personnel data sets;
(F) System operation, support and administration
data sets (e.g., scheduler, system
maintenance and error analysis, DLIBS,
console logs, contract measurement and
billing, system monitors and system service
machine space); or
(G) system product libraries, page space,
catalogs, system parameter and control
datasets, system maintenance and DLIB
volumes, system management databases,
scheduler databases, contract measurement and
billing (including SMF), console logs, IBM
employee datasets, and system programmer test
systems.
2.2 Other Terms.
-----------
Capitalized terms not defined in this Schedule C shall have the
meaning given them elsewhere in the Agreement.
3. INDIVIDUAL SERVICE ELEMENTS AND RESOURCE UNIT DEFINITION
This Article 3 describes the various ISEs and Resource Units used to
calculate the charges for the Services.
3.1 IPSS Services ISEs.
------------------
(a) CPU Utilization ISEs.
--------------------
(i) CPU Non-Prime Class A. One (1) Resource Unit for
this ISE shall be equal to one (1) CPU Second that
is utilized by MSDW for MSDW-initiated work during
Non-Prime Time hours for Class A Work, excluding
any Systems Overhead, as measured by SMF job start,
job end and interval records to a precision of two
(2) decimal places, or comparable system tool that
outputs consistent job information.
(ii) CPU Non-Prime Class B. One (1) Resource Unit for
this ISE shall be equal to one (1) CPU Second that
is utilized by MSDW for MSDW-initiated work during
Non-Prime Time hours for Class B Work, excluding
any Systems Overhead, as measured by SMF job start,
job end and interval records to a precision of two
(2) decimal places, or comparable system tool that
outputs consistent job information.
________________________________________________________________________________
Schedule C to Services Agreement C-4 MSDW/IBM Confidential
Final Execution Copy
(iii) CPU Non-Prime Class C. One (1) Resource Unit
for this ISE shall be equal to one (1) CPU
Second that is utilized by MSDW for
MSDW-initiated work during Non-Prime Time
hours for Class C Work, excluding any Systems
Overhead, as measured by SMF job start, job
end and interval records to a precision of
two (2) decimal places, or comparable system
tool that outputs consistent job information.
(iv) CPU Prime Class A. One (1) Resource Unit for
this ISE shall be equal to one (1) CPU Second
that is utilized by MSDW for MSDW-initiated
work during Prime Time hours for Class A
Work, excluding any Systems Overhead, as
measured by SMF job start, job end and
interval records to a precision of two (2)
decimal places, or comparable system tool
that outputs consistent job information.
(v) CPU Prime Class B. One (1) Resource Unit for
this ISE shall be equal to one (1) CPU Second
that is utilized by MSDW for MSDW-initiated
work during Prime Time hours for Class B
Work, excluding any Systems Overhead, as
measured by SMF job start, job end and
interval records to a precision of two (2)
decimal places, or comparable system tool
that outputs consistent job information.
(vi) CPU Prime Class C. One (1) Resource Unit for
this ISE shall be equal to one (1) CPU Second
that is utilized by MSDW for MSDW-initiated
work during Prime Time hours for Class C
Work, excluding any Systems Overhead, as
measured by SMF job start, job end and
interval records to a precision of two (2)
decimal places, or comparable system tool
that outputs consistent job information.
(b) DASD Utilization ISEs.
---------------------
(i) DASD ML1. One (1) Resource Unit for this ISE
shall equal one (1) megabyte-day of "DASD
ML1" DASD Class of Service usage (as defined
in Schedule A) for MSDW data storage,
excluding Systems Overhead (based on original
data set size uncompressed).
(ii) DASD ML2. One (1) Resource Unit for this ISE
shall equal one (1) megabyte-day of "DASD
ML2" DASD Class of Service usage (as defined
in Schedule A) for MSDW data storage,
excluding Systems Overhead (based on original
data set size uncompressed).
(iii) DASD Perm. One (1) Resource Unit for this ISE
shall equal one (1) megabyte-day of "DASD
Permanent" DASD Class of Service usage (as
defined in Schedule A) for MSDW storage,
excluding Systems Overhead.
(iv) DASD Work. One (1) Resource Unit for this ISE
shall equal one (1) megabyte-day of "DASD
Work" DASD Class of Service usage (as defined
in Schedule A) for MSDW data storage,
excluding Systems Overhead. DASD Work
Resource Unit usage shall be measured in
megabyte-minutes but reported in equivalent
megabyte-days.
--------------------------------------------------------------------------------
Schedule C to Services Agreement MSDW/IBM Confidential
C-5 Final Execution Copy
(c) Tape Utilization ISEs.
---------------------
(i) Tape Allocation. One (1) Resource Unit for this ISE
shall equal one (1) minute of tape drive allocation
dedicated to MSDW access.
(ii) Tape Mounts. One (1) Resource Unit for this ISE
shall equal one (1) scratch or specific tape mount
provided manually, using automated tape mount
handling or through large tape library systems,
each in response to a mount request initiated by
MSDW.
(d) Print ISEs.
----------
(i) Print Local. One (1) Resource Unit for this ISE
shall equal one thousand (1,000) lines of print
output, initiated by MSDW, for which delivery of
the data corresponding to such printing as well as
actual printing is managed by IBM.
(ii) Print Remote. One (1) Resource Unit for this ISE
shall equal one thousand (1,000) lines of print
output, initiated by MSDW, for which delivery of
the data corresponding to such printing, but not
actual printing, is managed by IBM.
(e) Microfiche ISEs.
---------------
(i) Fiche C (copy). One (1) Resource Unit for this ISE
shall equal one (1) sheet of microfiche film,
requested by MSDW, that is a copy of a sheet of
original microfiche film utilized for MSDW data.
(ii) Fiche O (original). One (1) Resource Unit for
this ISE shall equal one (1) sheet of microfiche
film, requested by MSDW, that is an original
microfiche film utilized for MSDW data.
(f) Disaster Recovery.
-----------------
(i) DR CPU Class A1. One (1) Resource Unit for this ISE
shall be equal to one (1) CPU Second that is
utilized by MSDW for MSDW-initiated Class A Work
for which MSDW has designated a Recovery Class of
Service of "Class 1", excluding any Systems
Overhead, as measured by SMF job start, job end and
interval records to a precision of two (2) decimal
places, or comparable system tool that outputs
consistent job information.
(ii) DR CPU Class A2. One (1) Resource Unit for this ISE
shall be equal to one (1) CPU Second that is
utilized by MSDW for MSDW-initiated Class A Work
for which MSDW has designated a Recovery Class of
Service of "Class 2", excluding any Systems
Overhead, as measured by SMF job start, job end and
interval records to a precision of two (2) decimal
places, or comparable system tool that outputs
consistent job information.
--------------------------------------------------------------------------------
Schedule C to Services Agreement MSDW/IBM Confidential
C-6 Final Execution Copy
(iii) DR CPU Class A4. One (1) Resource Unit for this
ISE shall be equal to one (1) CPU Second that is
utilized by MSDW for MSDW-initiated Class A Work
for which MSDW has designated a Recovery Class of
Service of "Class 4", excluding any Systems
Overhead, as measured by SMF job start, job end
and interval records to a precision of two (2)
decimal places, or comparable system tool that
outputs consistent job information.
(iv) DR CPU Class B1. One (1) Resource Unit for this
ISE shall be equal to one (1) CPU Second that is
utilized by MSDW for MSDW-initiated Class B Work
for which MSDW has designated a Recovery Class of
Service of "Class 1", excluding any Systems
Overhead, as measured by SMF job start, job end
and interval records to a precision of two (2)
decimal places, or comparable system tool that
outputs consistent job information.
(v) DR CPU Class B2. One (1) Resource Unit for this
ISE shall be equal to one (1) CPU Second that is
utilized by MSDW for MSDW-initiated Class B Work
for which MSDW has designated a Recovery Class of
Service of "Class 2", excluding any Systems
Overhead, as measured by SMF job start, job end
and interval records to a precision of two (2)
decimal places, or comparable system tool that
outputs consistent job information.
(vi) DR CPU Class B4. One (1) Resource Unit for this
ISE shall be equal to one (1) CPU Second that is
utilized by MSDW for MSDW-initiated Class B Work
for which MSDW has designated a Recovery Class of
Service of "Class 4", excluding any Systems
Overhead, as measured by SMF job start, job end
and interval records to a precision of two (2)
decimal places, or comparable system tool that
outputs consistent job information.
(vii) DR CPU Class C1. One (1) Resource Unit for this
ISE shall be equal to one (1) CPU Second that is
utilized by MSDW for MSDW-initiated Class C Work
for which MSDW has designated a Recovery Class of
Service of "Class 1", excluding any Systems
Overhead, as measured by SMF job start, job end
and interval records to a precision of two (2)
decimal places, or comparable system tool that
outputs consistent job information.
(viii) DR CPU Class C2. One (1) Resource Unit for this
ISE shall be equal to one (1) CPU Second that is
utilized by MSDW for MSDW-initiated Class C Work
for which MSDW has designated a Recovery Class of
Service of "Class 2", excluding any Systems
Overhead, as measured by SMF job start, job end
and interval records to a precision of two (2)
decimal places, or comparable system tool that
outputs consistent job information.
(ix) DR CPU Class C4. One (1) Resource Unit for this
ISE shall be equal to one (1) CPU Second that is
utilized by MSDW for MSDW-initiated
--------------------------------------------------------------------------------
Schedule C to Services Agreement MSDW/IBM Confidential
C-7 Final Execution Copy
Class C Work for which MSDW has designated a
Recovery Class of Service of "Class 4", excluding
any Systems Overhead, as measured by SMF job start,
job end and interval records to a precision of two
(2) decimal places, or comparable system tool that
outputs consistent job information.
(x) DR DASD Perm Class 1. One (1) Resource Unit for
this ISE shall equal one (1) megabyte-day of "DASD
Permanent" DASD Class of Service usage (as defined
in Schedule A), excluding Systems Overhead, for
MSDW storage of data for which MSDW has designated
a Recovery Class of Service of "Class 1".
(xi) DR DASD Perm Class 2. One (1) Resource Unit for
this ISE shall equal one (1) megabyte-day of "DASD
Permanent" DASD Class of Service usage (as defined
in Schedule A), excluding Systems Overhead, for
MSDW storage of data for which MSDW has designated
a Recovery Class of Service of "Class 2".
(xii) DR DASD Perm Class 4. One (1) Resource Unit for
this ISE shall equal one (1) megabyte-day of "DASD
Permanent" DASD Class of Service usage (as defined
in Schedule A), excluding Systems Overhead, for
MSDW storage of data for which MSDW has designated
a Recovery Class of Service of "Class 4".
(xiii) DR DASD Work Class 1. One (1) Resource Unit for
this ISE shall equal one (1) megabyte-day of "DASD
Work" DASD Class of Service usage (as defined in
Schedule A), excluding Systems Overhead, for MSDW
storage of data for which MSDW has designated a
Recovery Class of Service of "Class 1".
(xiv) DR DASD Work Class 2. One (1) Resource Unit for
this ISE shall equal one (1) megabyte-day of "DASD
Work" DASD Class of Service usage (as defined in
Schedule A), excluding Systems Overhead, for MSDW
storage of data for which MSDW has designated a
Recovery Class of Service of "Class 2".
(xv) DR DASD Work Class 4. One (1) Resource Unit for
this ISE shall equal one (1) megabyte-day of "DASD
Work" DASD Class of Service usage (as defined in
Schedule A), excluding Systems Overhead, for MSDW
storage of data for which MSDW has designated a
Recovery Class of Service of "Class 4".
3.2 Data Network Services ISEs.
--------------------------
Data Network Service ISEs, as well as the definitions of Resource
Units applicable to such Services, are set forth in Attachment C-3
of this Schedule C.
3.3 Voice Services ISEs.
-------------------
--------------------------------------------------------------------------------
Schedule C to Services Agreement MSDW/IBM Confidential
C-8 Final Execution Copy
Voice Service ISEs, as well as the definitions of Resource
Units applicable to such Services, are set forth in exhibit 3
of the Previous Agreement.
4. IPSS Services Pricing Methodology
4.1 IPSS Annual Baseline Volumes.
----------------------------
MSDW's anticipated annual volumes of Resource Unit utilization
for the ISEs described in Section 3.1 are set forth in
Attachment C-1 to this Schedule C (such anticipated volumes
the "IPSS Annual Baseline Volumes").
4.2 Annual Service Charge and Monthly Service Charge.
------------------------------------------------
The "Annual Service Charge" or "ASC" for any calendar year
shall mean the fixed charges applicable to IPSS Services given
MSDW's utilization of the quantity of Resource Units included
in the IPSS Annual Baseline Volumes for such calendar year for
all IPSS ISEs described in Section 3.1 of this Schedule C. The
Annual Service Charge for each calendar year of the Term is
set forth in Table C-2 below; the applicable charge for 1999
represents the Annual Service Charge for the period between
July 1, 1999 through December 31, 1999, and the applicable
charge for 2005 represents the Annual Service charge for the
period between January 1, 2005 through June 30, 2005.
---------------------------------------------------------------------------------------------------
Table C-2 Calendar Year of Term
---------------------------------------------------------------------------------------------------
1999 2000 2001 2002 2003 2004 2005
---------------------------------------------------------------------------------------------------
ASC (in millions)/1/ { * } { * } { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------
/1/ Amounts set forth in this Table C-2 reflect credits totalling { * } corresonding to the
obligations described in Section 7.6(a) of this Schedule C, but do not reflect any { * }.
---------------------------------------------------------------------------------------------------
MSDW will pay IBM the Annual Service Charge for any calendar
year in monthly installments (each such installment a "Monthly
Service Charge"), as such Monthly Service Charge is calculated
pursuant to this Section. Additional charges or credits may
apply pursuant to the ARC and RRC methodology set forth in
Section 4.3 of this Schedule C. The Monthly Service Charges
shall be calculated as follows:
(a) If MSDW provides IBM with a monthly allocation of the
IPSS Annual Baseline Volumes for a calendar year on
or before November 15th of the immediately preceding
calendar year, then:
(i) the "IPSS Monthly Baseline Volume" for each
calendar month of the calendar year
corresponding to the IPSS Annual Baseline
Volumes shall mean the corresponding
allocation of such IPSS Annual Baseline
Volumes defined by MSDW for such month; and
(ii) the Monthly Service Charge for each calendar
month of the calendar year corresponding to
the IPSS Annual Baseline Volumes shall be
calculated as follows:
Monthly Service Charge = { * }; where
A = { * };
--------------------------------------------------------------------------------
Schedule C to Services Agreement MSDW/IBM Confidential
C-9 Final Execution Copy
B = { * }; and
C = { * }.
(b) If MSDW does not provide IBM with a monthly allocation of the
IPSS Annual Baseline Volumes for a calendar year on or before {
* } of the immediately preceding calendar year, then:
(i) the "IPSS Monthly Baseline Volume" for each calendar
month of the calendar year corresponding to the IPSS
Annual Baseline Volumes shall mean the amount calculated
as one-twelfth (1/12) of such IPSS Annual Baseline
Volumes for such calendar year; and
(ii) the Monthly Service Charge for each calendar month of the
calendar year corresponding to the IPSS Annual Baseline
Volumes shall be calculated as one-twelfth (1/12) of the
Annual Service Charge for such calendar year.
4.3 Additional Resource Charges and Reduced Resource Credits.
--------------------------------------------------------
IBM shall track the number of Resource Units actually utilized by MSDW
during each calendar month of the Term for each IPSS Services ISE
described in Section 3.1 of this Schedule C. IBM shall provide such
information to MSDW with each monthly invoice.
(a) Calculation of Additional Resource Charges:
------------------------------------------
If MSDW's actual utilization of Resource Units during any
calendar month of the Term for an IPSS Services ISE described in
Section 3.1 of this Schedule C is greater than (i) the quantity
of Resource Units corresponding to the IPSS Monthly Baseline
Volumes for such ISE for such calendar month, plus (ii) the ARC
Deadband, then an additional resource charge ("ARC") shall be
calculated for the calendar month for such IPSS Services ISE
using the following formula:
ARC = { * }; where
A = { * };
B = { * };
C = { * };
D = { * };
V = { * };
Z = { * } (the "ARC Deadband");
R\1\ = { * };
R\2\ = { * };
________________________________________________________________________________
Schedule C to Services Agreement C-10 MSDW/IBM Confidential
Final Execution Copy
R\3\ = { * }; and
R\4\ = { * }.
(b) Calculation of Reduced Resource Credits:
---------------------------------------
If MSDW's actual utilization of Resource Units during
any calendar month of the Term for an IPSS ISE described
in Section 3.1 of this Schedule C is less than the
number of Resource Units corresponding to the IPSS
Monthly Baseline Volumes for such ISE for such calendar
month, then a reduced resource credit ("RRC") for such
calendar month shall be calculated for such IPSS
Services ISE using the following formula:
RRC = { * }; where
A = { * };
B = { * };
C = { * };
R\1\ = { * }; and
R\2\ = { * }.
(c) { * } Reconciliation of ARCs and RRCs.
-------------------------------------
The ARCs and RRCs calculated pursuant to this Section
shall be netted each { * } of the Term for each ISE. The
net charge or credit for each of the IPSS ISEs during
such { * } shall then be aggregated and netted, and a
single net charge or credit will be assessed and will
appear on the invoice corresponding to the last { * } of
such { * }.
(d) Example of Calculation.
----------------------
Attachment C-5 of this Schedule C sets forth an example
of the calculation of ARCs and RRCs.
5. DATA NETWORK SERVICES PRICING METHODOLOGY
IBM shall track the number of Resource Units actually utilized by MSDW
during each calendar month of the Term (unless Attachment C-3 of this
Schedule C specifies an alternative measurement period, in which case
that measurement period shall be used for tracking purposes) for each
Data Network Services ISE. IBM shall provide such information to MSDW
with the monthly invoice corresponding to such Resource Units. For each
such Data Network Services ISE, the charge applicable to such ISE for
any calendar month of the Term shall be calculated as the volume of
Data Network Services Resource Units for such ISE consumed by MSDW
during such calendar month times the Resource Unit rate corresponding
to such ISE set forth in such Attachment C-3 of this Schedule C. The
charge for Data Network Services provided during a
________________________________________________________________________________
Schedule C to Services Agreement C-11 MSDW/IBM Confidential
Final Execution Copy
calendar month shall be calculated as the aggregate of the charges
applicable to all Data Network ISEs for such month.
6. VOICE SERVICES PRICING METHODOLOGY
IBM shall track the number of Resource Units actually utilized by MSDW
during each calendar month of the Term for each Voice Services ISE. IBM
shall provide such information to MSDW with the monthly invoice
corresponding to such Resource Units. For each such Voice Services ISE,
the charge applicable to such ISE for any calendar month of the Term
shall be calculated as the volume of Voice Services Resource Units for
such ISE consumed by MSDW during such calendar month times the Resource
Unit rate corresponding to such ISE set forth in exhibit 3 of the
Previous Agreement. The charge for Voice Services provided during a
calendar month shall be calculated as the aggregate of the charges
applicable to all Voice Services ISEs for such month.
7. OTHER CHARGES AND CREDITS
7.1 SSA Charges.
-----------
For each SSA listed in Schedule H, MSDW shall pay the periodic,
fixed and usage charges corresponding to such SSA (as such
charges are set forth in the corresponding SSA) for so long as
such SSA remains effective.
7.2 { * }.
(a) On or before { * } of the Term, IBM shall (i) calculate
and identify the amount of { * } the aggregate of all
actual net charges incurred and paid under the Agreement
or Previous Agreement during the immediately preceding
calendar year of the Term (including charges applicable
to Voice Services but excluding Termination Charges,
taxes and any Pass-Through Expenses incurred by MSDW
during such preceding calendar year), and (ii) deliver
the corresponding data used by IBM to calculate and
determine { * }; provided, however, that the aggregate
of all charges incurred under the Agreement or Previous
Agreement during such immediately preceding calendar
year is equal to or greater than the Minimum Annual
Revenue Commitment for such year (as specified in
Section 8.1(b) of this Schedule C). On or before
February 22nd of each calendar year of the Term, IBM
shall { * } corresponding to the immediately preceding
calendar year. With respect to any disputed { * }, IBM
shall { * } upon resolution of the underlying dispute.
(b) Within sixty (60) days after expiration or termination
of the Agreement, IBM shall (A) calculate and identify
the amount of { * } the aggregate of all actual net
charges incurred and paid under the Agreement or
Previous Agreement during:
(i) in the case of expiration, the period beginning
January 1, 2005 and ending on the expiration of
the Term;
(ii) in the case of termination, the period beginning
January 1 of the calendar year corresponding to
the effective date of termination and ending on
the
________________________________________________________________________________
Schedule C to Services Agreement C-12 MSDW/IBM Confidential
Final Execution Copy
effective date of termination (unless the
termination occurs before February 22, in which
case the applicable period shall be the calendar
year preceding the calendar year in which
termination occurs)
(including charges applicable to Voice Services but
excluding Termination Charges, taxes and any Pass-Through
Expenses incurred by MSDW during such period), and (B)
deliver the corresponding data used by IBM to calculate
and determine { * }; provided, however, that in each
case, the aggregate of all charges incurred under the
Agreement during the applicable period specified in
Subsections (i) and (ii) of this Subsection (b) is equal
to or greater than the Minimum Annual Revenue Commitment
for the calendar year in which expiration or termination
occurs (or the preceding calendar year in the case of
termination before February 22nd) (as such Minimum Annual
Revenue Commitment is specified in Section 8.1(b) of this
Schedule C). Within { * } after calculating and
identifying the amount of { * }, IBM shall { * }. With
respect to any disputed { * }, IBM shall { * } upon
resolution of the underlying dispute. This Subsection (b)
shall survive expiration of the Agreement.
7.3 Customer Surplus Adjustment Credit.
----------------------------------
The "Customer Surplus Adjustment" or "CSA" shall mean a credit
available to MSDW that may only be used by MSDW to offset, in
part or in whole, any Revenue Adjustments charged to MSDW
pursuant to Section 8.2 of this Schedule C after the first
Contract Year.
(a) As of the Effective Date, the CSA shall be { * }.
Thereafter, the CSA shall be { * } as follows:
(i) Upon the first anniversary of the Effective Date,
and upon each subsequent anniversary of the
Effective Date thereafter during the Term, the CSA
shall be { * }; and
(ii) In addition to the foregoing, at the end of each
calendar year of the Term, the CSA shall be { * }
by an amount calculated as:
{ * }; where
A = { * };
B = { * }; and
K = { * };
provided, however, that the CSA shall only
be adjusted pursuant to this Subsection (ii)
if the quantity calculated as the CSA { * }
pursuant to the above formula is { * }.
(b) Upon MSDW's election to use all or any portion of the
CSA, any Revenue Adjustment for which MSDW is responsible
pursuant to Section 8.2 of this
________________________________________________________________________________
Schedule C to Services Agreement C-13 MSDW/IBM Confidential
Final Execution Copy
Schedule C and to which MSDW elects to apply such CSA
shall be decreased by an amount equal to the CSA
designated by MSDW for use, and the balance of the CSA
shall be reduced accordingly by an equivalent amount.
(c) Any unused CSA remaining at the end of any calendar year
of the Term may be carried forward to the following
calendar years of the Term.
7.4 Cost of Living Adjustment.
-------------------------
COLA charges shall be calculated and applied pursuant to Section
12.6 of the Agreement. The "Identified Charges" to which the
COLA methodology described in Section 12.6 shall apply are:
(a) The Minimum Annual Revenue Commitment;
(b) The Annual Service Charge;
(c) The ARC and RRC rates set forth in Attachment C-2 of this
Schedule C; and
(d) The Data Network Services Resource Unit pricing set forth
in Attachment C-3 of this Schedule C.
7.5 Special Print Forms.
-------------------
MSDW shall have financial responsibility for the purchase of
special forms used in conjunction with print Services. IBM will
inventory and store these special forms as part of the IPSS
Services.
7.6 New Services Commitment.
-----------------------
(a) Subject to Subsection (b) of this Section:
(i) During the Term, MSDW will purchase New Services
such that, upon expiration of the Term, the
aggregate charges paid to IBM for all New Services
are equal to or greater than { * }; and
(ii) To the extent that as of expiration of the Term,
the aggregate of charges paid to IBM for such New
Services is less than { * }, MSDW shall pay to IBM
the difference between such { * } and the actual
aggregate of all charges paid to IBM for such New
Services during the Term.
(b) In the event of a termination for cause by MSDW pursuant
to Subsection 21.1(a) of the Agreement, or of a
termination for convenience by MSDW pursuant to Subsection
21.2(a) of the Agreement, MSDW shall not be obligated to
perform the obligations described in Subsections (a)(i)
and (a)(ii) of this Section 7.6.
________________________________________________________________________________
Schedule C to Services Agreement C-14 MSDW/IBM Confidential
Final Execution Copy
8. MINIMUM ANNUAL REVENUE COMMITMENT
8.1 MSDW Aggregate Spending and the MARC.
------------------------------------
For any calendar year of the Term, MSDW Aggregate Spending shall
be equal to or greater than the Minimum Annual Revenue
Commitment corresponding to such calendar year.
(a) "MSDW Aggregate Spending" for any calendar year of the
Term shall mean the aggregate of all charges incurred
under the Agreement during such calendar year, including
any such charges corresponding to:
(i) The Annual Service Charge (as adjusted by ARCs
and RRCs);
(ii) Charges under any International Agreement;
(iii) Charges corresponding to any personnel resources
purchased by MSDW as described in Article 11 of
this Schedule C;
(iv) Charges under any SSA or NSA; or
(v) Charges for New Services;
provided, however, that MSDW Aggregate Spending shall not
include any such charges corresponding to:
(vi) Charges for Voice Services;
(vii) Taxes for which MSDW is responsible pursuant to
Section 12.3 of the Agreement; or
(viii) Pass-Through Expenses (including those applicable
to postage and mailing).
(b) "Minimum Annual Revenue Commitment" or "MARC" for any
calendar year of the Term shall mean the amount set forth
in Table C-3 below that corresponds to such calendar
year, as such amount is adjusted pursuant to the COLA
methodology set forth in Section 12.6 of the Agreement.
The applicable amount set forth in Table C-3 below for
1999 represents the MARC for the period between July 1,
1999 through December 31, 1999, and the applicable amount
set forth in such table for 2005 represents the MARC for
the period between January 1, 2005 through June 30, 2005.
-----------------------------------------------------------------------------------
Table C-3 Calendar Year of Term
-------------------------------------------------------------------
1999 2000 2001 2002 2003 2004 2005
-----------------------------------------------------------------------------------
MARC (in { * } { * } { * } { * } { * } { * } { * }
millions)
-----------------------------------------------------------------------------------
8.2 Revenue Adjustment.
------------------
________________________________________________________________________________
Schedule C to Services Agreement MSDW/IBM Confidential
C-15 Final Execution Copy
For any calendar year, if the MSDW Aggregate Spending for such
calendar year is less than the Minimum Annual Revenue Commitment
for such calendar year, then MSDW shall pay IBM a Revenue
Adjustment for such year, calculated after the end of such year
as follows:
(a) If the MSDW Aggregate Spending for such calendar year is
greater than or equal to{ * } of the Minimum Annual
Revenue Commitment for such calendar year, then the
applicable Revenue Adjustment shall be calculated as
follows:
Revenue Adjustment = { * }; where
B = { * };
C = { * }; and
D = { * };
provided, however, that in no event shall the Revenue
Adjustment be greater than { * } of the quantity
calculated as { * }.
(b) If the MSDW Aggregate Spending for such calendar year is
less than { * } of the Minimum Annual Revenue Commitment
for such calendar year, then the applicable Revenue
Adjustment shall be calculated as follows:
Revenue Adjustment = { * }; where
B = { * };
C = { * }; and
D = { * };
provided, however, that (a) in no event shall the Revenue
Adjustment be greater than { * } of the quantity
calculated as { * }, and (b) if the value for { * } is
less than { * } of the value for { * }, then MSDW may
terminate the Agreement for convenience and without cause
by paying to IBM on the initial effective date of
termination (i.e., unextended pursuant to Section 21.4 of
the Agreement) the applicable Termination Charge
specified in Article 9 of this Schedule C.
9. TERMINATION FOR CONVENIENCE CHARGES
In the event of termination of the Agreement for convenience pursuant
to Section 21.2(a) of the Agreement, MSDW shall pay the termination
charge calculated using the following formula (such charge the
"Termination Charge"):
Termination Charge = { * }; where
A = { * };
B = { * };
________________________________________________________________________________
Schedule C to Services Agreement MSDW/IBM Confidential
C-16 Final Execution Copy
C = { * }.
-------------------------------------------------------------------------------------
Table C-4 Calendar Year of Effective Date of Termination
------------------------------------------------------------
2001 2002 2003 2004 2005
-------------------------------------------------------------------------------------
Value for "A" or "B" { * } { * } { * } { * } { * }
(in millions of dollars)
-------------------------------------------------------------------------------------
10. TECHNOLOGY TRANSFER
If during the Term, MSDW requests IBM to move a service or function
being performed by IBM from one technology platform to another (for
example, to move processing from a mainframe environment to a midrange
or distributed environment) so that IBM continues to provide the
service or function but on a different technology platform, then, as
applicable, the Annual Service Charge, IPSS Annual Baseline Volumes,
and such other provisions of the Agreement as appropriate shall be
equitably adjusted to reflect the movement from one technology platform
to another. The equitable adjustment shall be performed so that MSDW
obtains full economic credit for the services or functions being
replaced (including, for example, direct costs, overhead costs or
expenses, and allocable profit).
11. PERSONNEL RESOURCES AND RATES
Upon MSDW's request for any of the personnel resources listed in
Attachment C-4 of this Schedule C, IBM shall provide such resources at
rates and terms to be mutually agreed upon by the Parties. Use of
personnel resources invoiced under the Agreement (including any NSA)
shall be considered Services under the Agreement and any amounts paid
by MSDW for such personnel resources shall be included as part of:
(a) MSDW Aggregate Spending, and contribute to MSDW's
satisfaction of the Minimum Annual Revenue Commitment, in
accordance with Sections 8.1 and 8.2 of this Schedule C;
(b) "the aggregate of all charges incurred for Services", and
contribute to the Customer Surplus Adjustment, in
accordance with Section 7.3(a)(ii) of this Schedule C;
and
(c) "the aggregate of all actual net charges incurred and
paid" for purposes of { * } of this Schedule C.
________________________________________________________________________________
Schedule C to Services Agreement MSDW/IBM Confidential
C-17 Final Execution Copy
ATTACHMENT C-1
IPSS Annual Baseline Volumes by Individual Service Element
(in annual Resource Units)
----------------------------------------------------------------------------------------------------------------------------------
ISE IPSS Annual Baseline Volumes by ISE (in Resource Units by Calendar Year of Term)
----------------------------------------------------------------------------------------------------------------------------------
1999 2000 2001 2002 2003 2004 2005
----------------------------------------------------------------------------------------------------------------------------------
CPU Non-Prime
Class A { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
CPU Non-Prime
Class B { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
CPU Non-Prime
Class C { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
CPU Prime Class A { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
CPU Prime Class B { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
CPU Prime Class C { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
TOTAL CPU { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------------------
DASD ML1 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DASD ML2 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DASD Perm { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DASD Work { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------------------
Tape Allocation { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
Tape Mount { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------------------
Print Local { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
Print Remote { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------------------
Fiche C (copy) { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
Fiche O (original) { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------------------
DR CPU Class A1 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR CPU Class A2 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR CPU Class A4 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR CPU Class B1 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR CPU Class B2 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR CPU Class B4 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR CPU Class C1 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR CPU Class C2 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
________________________________________________________________________________
Attachment C-1 to Schedule C MSDW/IBM Confidential
of Services Agreement C1-1 Final Execution Copy
----------------------------------------------------------------------------------------------------------------------------------
ISE IPSS Annual Baseline Volumes by ISE (in Resource Units by Calendar Year of Term)
----------------------------------------------------------------------------------------------------------------------------------
1999 2000 2001 2002 2003 2004 2005
----------------------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------------------
DR CPU Class C4 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------------------
DR DASD Perm Class 1 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR DASD Perm Class 2 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR DASD Perm Class 4 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR DASD Work Class 1 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR DASD Work Class 2 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR DASD Work Class 4 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
________________________________________________________________________________
Attachment C-1 to Schedule C MSDW/IBM Confidential
of Services Agreement C1-2 Final Execution Copy
ATTACHMENT C-2
IPSS Services ARCs and RRCs
With respect to the ARC rates set forth in this Attachment C-2, the Tier 2 ARC
rates reflect a { * } the corresponding Tier 1 ARC rates, the Tier 3 ARC rates
reflect a { * } the corresponding Tier 1 ARC rates, and the Tier 4 ARC rates
reflect a { * } the corresponding Tier 1 ARC rates.
------------------------------------------------------------------------------------------------------------------------------------
ISE IPSS Services Tier 1 ARC and RRC Rates
-----------------------------------------------------------------------------------------------------------
1999 2000 2001 2002 2003 2004 2005
------------------------------------------------------------------------------------------------------------------------------------
CPU Non-Prime Class A { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
CPU Non-Prime Class B { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
CPU Non-Prime Class C { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
CPU Prime Class A { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
CPU Prime Class B { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
CPU Prime Class C { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------------------
DASD ML1 { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
DASD ML2 { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
DASD Perm { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
DASD Work { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------------------
Tape Allocation { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
Tape Mount { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------------------
Print Local { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
Print Remote { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------------------
Fiche C (copy) { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
Fiche O (original) { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------------------
DR CPU Class A1 { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
DR CPU Class A2 { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
DR CPU Class A4 { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
DR CPU Class B1 { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
DR CPU Class B2 { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
DR CPU Class B4 { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-2 to Schedule C of Services Agreement MSDW/IBM Confidential
C2-1 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
ISE IPSS Services Tier 1 ARC and RRC Rates
-----------------------------------------------------------------------------------------------------------
1999 2000 2001 2002 2003 2004 2005
------------------------------------------------------------------------------------------------------------------------------------
DR CPU Class C1 { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
DR CPU Class C2 { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
DR CPU Class C4 { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------------------
DR DASD Perm Class 1 { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
DR DASD Perm Class 2 { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
DR DASD Perm Class 4 { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
DR DASD Work Class 1 { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
DR DASD Work Class 2 { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
DR DASD Work Class 4 { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------------------
ISE IPSS Services Tier 2 ARC and RRC Rates
-----------------------------------------------------------------------------------------------------------
1999 2000 2001 2002 2003 2004 2005
------------------------------------------------------------------------------------------------------------------------------------
CPU Non-Prime Class A { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
CPU Non-Prime Class B { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
CPU Non-Prime Class C { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
CPU Prime Class A { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
CPU Prime Class B { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
CPU Prime Class C { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------------------
DASD ML1 { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
DASD ML2 { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
DASD Perm { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
DASD Work { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------------------
Tape Allocation { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
Tape Mount { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------------------
Print Local { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
Print Remote { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------------------
Fiche C (copy) { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
Fiche O (original) { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------------------
DR CPU Class A1 { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C of Services Agreement MSDW/IBM Confidential
C2-2 Final Execution Copy
--------------------------------------------------------------------------------------------------------------------------------
IPSS Services Tier 2 ARC and RRC Rates
-----------------------------------------------------------------------------------------------
ISE 1999 2000 2001 2002 2003 2004 2005
--------------------------------------------------------------------------------------------------------------------------------
DR CPU Class A2 { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
DR CPU Class A4 { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
DR CPU Class B1 { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
DR CPU Class B2 { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
DR CPU Class B4 { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
DR CPU Class C1 { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
DR CPU Class C2 { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
DR CPU Class C4 { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------------------------------------------------------
DR DASD Perm Class 1 { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
DR DASD Perm Class 2 { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
DR DASD Perm Class 4 { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
DR DASD Work Class 1 { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
DR DASD Work Class 2 { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
DR DASD Work Class 4 { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------------------------------------------------------
IPSS Services Tier 3 ARC Rates
-----------------------------------------------------------------------------------------------
ISE 1999 2000 2001 2002 2003 2004 2005
--------------------------------------------------------------------------------------------------------------------------------
CPU Non-Prime Class A { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
CPU Non-Prime Class B { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
CPU Non-Prime Class C { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
CPU Prime Class A { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
CPU Prime Class B { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
CPU Prime Class C { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------------------------------------------------------
DASD ML1 { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
DASD ML2 { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
DASD Perm { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
DASD Work { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------------------------------------------------------
Tape Allocation { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
Tape Mount { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------------------------------------------------------
Print Local { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
Print Remote { * } { * } { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-2 to Schedule C of Services Agreement MSDW/IBM Confidential
Final Execution Copy
C2-3
-----------------------------------------------------------------------------------------------------------------------
ISE IPSS Services Tier 3 ARC Rates
-----------------------------------------------------------------------------------------------
1999 2000 2001 2002 2003 2004 2005
-----------------------------------------------------------------------------------------------------------------------
-----------------------------------------------------------------------------------------------------------------------
Fiche C (copy) { * } { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------------
Fiche O (original) { * } { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------------
-----------------------------------------------------------------------------------------------------------------------
DR CPU Class A1 { * } { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------------
DR CPU Class A2 { * } { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------------
DR CPU Class A4 { * } { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------------
DR CPU Class B1 { * } { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------------
DR CPU Class B2 { * } { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------------
DR CPU Class B4 { * } { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------------
DR CPU Class C1 { * } { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------------
DR CPU Class C2 { * } { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------------
DR CPU Class C4 { * } { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------------
-----------------------------------------------------------------------------------------------------------------------
DR DASD Perm Class 1 { * } { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------------
DR DASD Perm Class 2 { * } { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------------
DR DASD Perm Class 4 { * } { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------------
DR DASD Work Class 1 { * } { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------------
DR DASD Work Class 2 { * } { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------------
DR DASD Work Class 4 { * } { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------
ISE IPSS Services Tier 4 ARC Rates
------------------------------------------------------------------------------------------------
1999 2000 2001 2002 2003 2004 2005
------------------------------------------------------------------------------------------------------------------------
CPU Non-Prime Class A { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------
CPU Non-Prime Class B { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------
CPU Non-Prime Class C { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------
CPU Prime Class A { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------
CPU Prime Class B { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------
CPU Prime Class C { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------
DASD ML1 { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------
DASD ML2 { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------
DASD Perm { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------
DASD Work { * } { * } { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-2 to Schedule C MSDW/IBM Confidential
of Services Agreement C2-4 Final Execution Copy
----------------------------------------------------------------------------------------------------------------------------------
ISE IPSS Services Tier 4 ARC Rates
----------------------------------------------------------------------------------------------------------
1999 2000 2001 2002 2003 2004 2005
----------------------------------------------------------------------------------------------------------------------------------
Tape Allocation { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
Tape Mount { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------------------
Print Local { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
Print Remote { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------------------
Fiche C (copy) { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
Fiche O (original) { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------------------
DR CPU Class A1 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR CPU Class A2 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR CPU Class A4 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR CPU Class B1 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR CPU Class B2 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR CPU Class B4 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR CPU Class C1 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR CPU Class C2 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR CPU Class C4 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------------------
DR DASD Perm Class 1 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR DASD Perm Class 2 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR DASD Perm Class 4 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR DASD Work Class 1 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR DASD Work Class 2 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
DR DASD Work Class 4 { * } { * } { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-2 to Schedule C MSDW/IBM Confidential
of Services Agreement C2-5 Final Execution Copy
----------------------------------------------------------------------------------------------------------------------
Attachment C-3
Data Network Services ISEs, Resource Units and Resource Unit Pricing
----------------------------------------------------------------------------------------------------------------------
All ISEs marked with a "*" charged on a non-calendar monthly basis.
----------------------------------------------------------------------------------------------------------------------
SNA Dedicated Data Network Access, Installation and Deinstallation Services
----------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
----------------------------------------------------------------------------------------------------------------------
Installation of installation per { * } { * } { * } { * } { * } { * }
circuit less than or circuit
equal to 56kbs (one-time charge)
----------------------------------------------------------------------------------------------------------------------
Installation of installation per { * } { * } { * } { * } { * } { * }
circuit greater than circuit
56kbs (one-time charge)
----------------------------------------------------------------------------------------------------------------------
Installation for 56 installation per { * } { * } { * } { * } { * } { * }
MDS and 56/14 SNA circuit
(one-time charge)
----------------------------------------------------------------------------------------------------------------------
Expedited expedited { * } { * } { * } { * } { * } { * }
Installation installation per
surcharge circuit
(one-time charge)
----------------------------------------------------------------------------------------------------------------------
Installation of SNBU installation per { * } { * } { * } { * } { * } { * }
2 Wire or SNBU 4 circuit
Wire option (one-time charge)
----------------------------------------------------------------------------------------------------------------------
De-installation of installation per { * } { * } { * } { * } { * } { * }
circuit circuit
(one-time charge)
----------------------------------------------------------------------------------------------------------------------
9.6kbs circuit* monthly usage { * } { * } { * } { * } { * } { * }
per circuit
----------------------------------------------------------------------------------------------------------------------
14.4kbs circuit* monthly usage { * } { * } { * } { * } { * } { * }
per circuit
----------------------------------------------------------------------------------------------------------------------
19.2kbs circuit* monthly usage { * } { * } { * } { * } { * } { * }
per circuit
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
SNA Dedicated Data Network Access Installation and Deinstallation Services
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement Final Execution Copy
C3-1
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
56 kbs circuit* monthly usage { * } { * } { * } { * } { * } { * }
per circuit
-------------------------------------------------------------------------------------------------------------------------
SNBU 2 Wire option* monthly usage { * } { * } { * } { * } { * } { * }
per circuit
-------------------------------------------------------------------------------------------------------------------------
SNBU 4 Wire option* monthly usage { * } { * } { * } { * } { * } { * }
per circuit
-------------------------------------------------------------------------------------------------------------------------
SNI Gateway option monthly usage { * } { * } { * } { * } { * } { * }
(for circuits less per circuit
than 56 kbs)*
-------------------------------------------------------------------------------------------------------------------------
SNI Gateway option monthly usage { * } { * } { * } { * } { * } { * }
(for circuits equal per circuit
to or greater than
56 kbs)*
-------------------------------------------------------------------------------------------------------------------------
TCAM usage* monthly per copy { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
FIG or MIG platform* monthly usage { * } { * } { * } { * } { * } { * }
per platform
-------------------------------------------------------------------------------------------------------------------------
ICN Platform* monthly { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
Physical Unit (PU) monthly usage { * } { * } { * } { * } { * } { * }
usage (standard per PU
configurations of 15
LUs to 1 PU)*
-------------------------------------------------------------------------------------------------------------------------
Large Physical Unit monthly usage { * } { * } { * } { * } { * } { * }
(PU) usage per PU
(configurations of
greater than 15 LUs
to 1 PU)*
-------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
SNA Dedicated Data Network Access, Installation and Deinstallation Services
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement Final Execution Copy
C3-2
---------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
-------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
---------------------------------------------------------------------------------------------------------------------------
High-Volume Site/1/, monthly usage { * } { * } { * } { * } { * } { * }
/2/ (Discover - { * }) per High-Volume
Site
---------------------------------------------------------------------------------------------------------------------------
High-Volume Site/1/, monthly usage { * } { * } { * } { * } { * } { * }
/2/ (Discover - { * }) per High-Volume
Site
---------------------------------------------------------------------------------------------------------------------------
High-Volume Site/1/, monthly usage { * } { * } { * } { * } { * } { * }
/2/ (Discover - { * }) per High-Volume
Site
---------------------------------------------------------------------------------------------------------------------------
High-Volume Site/1/, monthly usage { * } { * } { * } { * } { * } { * }
/2/ (Discover - { * }) per High-Volume
Site
---------------------------------------------------------------------------------------------------------------------------
High-Volume Site/1/ monthly usage { * } { * } { * } { * } { * } { * }
(Novus Financial) per High-Volume
Site
---------------------------------------------------------------------------------------------------------------------------
High-Volume Sites/1/ monthly usage { * } { * } { * } { * } { * } { * }
(PCG) for the
High-Volume Sites
---------------------------------------------------------------------------------------------------------------------------
/1/ Charges based upon configurations existing as of the Effective Date.
---------------------------------------------------------------------------------------------------------------------------
/2/ Charges for 1999 are effective for July and August, 1999. Thereafter, monthly charges are
described in SSA NOV22.
---------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3-3 Final Execution Copy
---------------------------------------------------------------------------------------------------------------------------
MPN Dedicated Data Network Access, Installation and Deinstallation Services
---------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
-------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
---------------------------------------------------------------------------------------------------------------------------
Installation of installation per { * } { * } { * } { * } { * } { * }
56kbs circuit circuit
(one-time charge)
---------------------------------------------------------------------------------------------------------------------------
Installation of installation per { * } { * } { * } { * } { * } { * }
circuit greater than circuit
56kbs (one-time charge)
---------------------------------------------------------------------------------------------------------------------------
Conversion of conversion per { * } { * } { * } { * } { * } { * }
circuit from 56kbs circuit
capacity to higher (one-time charge)
capacity or
vice-versa
---------------------------------------------------------------------------------------------------------------------------
Conversion of conversion per { * } { * } { * } { * } { * } { * }
circuit from or to circuit
capacity other than (one-time charge)
56kbs
---------------------------------------------------------------------------------------------------------------------------
56kbs circuit using monthly usage { * } { * } { * } { * } { * } { * }
Cisco 2502 routers* per circuit
---------------------------------------------------------------------------------------------------------------------------
128kbs circuit using monthly usage { * } { * } { * } { * } { * } { * }
Cisco 2502 routers* per circuit
---------------------------------------------------------------------------------------------------------------------------
128kbs circuit using monthly usage { * } { * } { * } { * } { * } { * }
Cisco 4000m routers* per circuit
---------------------------------------------------------------------------------------------------------------------------
128kbs circuit using monthly usage { * } { * } { * } { * } { * } { * }
Cisco 4500 routers* per circuit
---------------------------------------------------------------------------------------------------------------------------
128kbs circuit using monthly usage { * } { * } { * } { * } { * } { * }
Cisco 7010 routers* per circuit
---------------------------------------------------------------------------------------------------------------------------
MPN Dedicated Data Network Access, Installation and Deinstallation Services
---------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3-4 Final Execution Copy
---------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
-------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
---------------------------------------------------------------------------------------------------------------------------
128kbs circuit using monthly usage { * } { * } { * } { * } { * } { * }
Cisco 7000 routers* per circuit
---------------------------------------------------------------------------------------------------------------------------
256kbs circuit using monthly usage { * } { * } { * } { * } { * } { * }
Cisco 2502 routers* per circuit
---------------------------------------------------------------------------------------------------------------------------
256kbs circuit using monthly usage { * } { * } { * } { * } { * } { * }
Cisco 4000m routers* per circuit
---------------------------------------------------------------------------------------------------------------------------
256kbs circuit using monthly usage { * } { * } { * } { * } { * } { * }
Cisco 4500 routers* per circuit
---------------------------------------------------------------------------------------------------------------------------
256kbs circuit using monthly usage { * } { * } { * } { * } { * } { * }
Cisco 7010 routers* per circuit
---------------------------------------------------------------------------------------------------------------------------
256kbs circuit using monthly usage { * } { * } { * } { * } { * } { * }
Cisco 7000 routers* per circuit
---------------------------------------------------------------------------------------------------------------------------
512kbs circuit using monthly usage { * } { * } { * } { * } { * } { * }
Cisco 2502 routers* per circuit
--------------------------------------------------------------------------------------------------------------------------
512kbs circuit using monthly usage { * } { * } { * } { * } { * } { * }
Cisco 4000m routers* per circuit
---------------------------------------------------------------------------------------------------------------------------
512kbs circuit using monthly usage { * } { * } { * } { * } { * } { * }
Cisco 4500 routers* per circuit
---------------------------------------------------------------------------------------------------------------------------
512kbs circuit using monthly usage { * } { * } { * } { * } { * } { * }
Cisco 7010 routers* per circuit
---------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
MPN Dedicated Data Network Access, Installation and Deinstallation Services
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3-5 Final Execution Copy
---------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
-------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
---------------------------------------------------------------------------------------------------------------------------
512kbs circuit using monthly usage { * } { * } { * } { * } { * } { * }
Cisco 7000 routers* per circuit
---------------------------------------------------------------------------------------------------------------------------
DS-1 circuit using monthly usage { * } { * } { * } { * } { * } { * }
Cisco 2502 routers* per circuit
---------------------------------------------------------------------------------------------------------------------------
DS-1 circuit using monthly usage { * } { * } { * } { * } { * } { * }
Cisco 4000m routers* per circuit
---------------------------------------------------------------------------------------------------------------------------
DS-1 circuit using monthly usage { * } { * } { * } { * } { * } { * }
Cisco 4500 routers* per circuit
---------------------------------------------------------------------------------------------------------------------------
DS-1 circuit using monthly usage { * } { * } { * } { * } { * } { * }
Cisco 7010 routers* per circuit
---------------------------------------------------------------------------------------------------------------------------
DS-11 circuit using monthly usage { * } { * } { * } { * } { * } { * }
Cisco 7000 routers* per circuit
---------------------------------------------------------------------------------------------------------------------------
56kbs circuit access monthly usage { * } { * } { * } { * } { * } { * }
option* per circuit
---------------------------------------------------------------------------------------------------------------------------
Installation of installation per { * } { * } { * } { * } { * } { * }
56kbs capacity circuit
circuit access option (one-time charge)
--------------------------------------------------------------------------------------------------------------------------
128kbs capacity monthly usage { * } { * } { * } { * } { * } { * }
circuit access per circuit
option*
---------------------------------------------------------------------------------------------------------------------------
256kbs capacity monthly usage { * } { * } { * } { * } { * } { * }
circuit access per circuit
option*
---------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
MPN Dedicated Data Network Access, Installation and Deinstallation Services
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3-6 Final Execution Copy
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
512kbs capacity monthly usage { * } { * } { * } { * } { * } { * }
circuit access per circuit
option*
-------------------------------------------------------------------------------------------------------------------------
DS-1 capacity monthly usage { * } { * } { * } { * } { * } { * }
circuit access per circuit
option*
-------------------------------------------------------------------------------------------------------------------------
Installation of installation per { * } { * } { * } { * } { * } { * }
circuit greater than circuit
56kbs capacity (one-time charge)
access option
-------------------------------------------------------------------------------------------------------------------------
Netbios per config monthly usage { * } { * } { * } { * } { * } { * }
option* per circuit
-------------------------------------------------------------------------------------------------------------------------
SNA per config monthly usage { * } { * } { * } { * } { * } { * }
option* per circuit
-------------------------------------------------------------------------------------------------------------------------
IPX per config monthly usage { * } { * } { * } { * } { * } { * }
option* per circuit
-------------------------------------------------------------------------------------------------------------------------
SDLC/Serial Port monthly usage { * } { * } { * } { * } { * } { * }
option * per circuit
-------------------------------------------------------------------------------------------------------------------------
Token ring Port monthly usage { * } { * } { * } { * } { * } { * }
option* per circuit
-------------------------------------------------------------------------------------------------------------------------
Installation of SNDM Per copy or { * } { * } { * } { * } { * } { * }
Software license
-------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3-7 Final Execution Copy
-------------------------------------------------------------------------------------------------------------------------
Frame-Relay Dedicated Data Network Access Services
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
Installation of installation per { * } { * } { * } { * } { * } { * }
56kbs circuit circuit
Managed Access (one-time charge)
Connection Install
-------------------------------------------------------------------------------------------------------------------------
Installation of installation per { * } { * } { * } { * } { * } { * }
128kbs circuit circuit
(one-time charge)
-------------------------------------------------------------------------------------------------------------------------
Installation of installation per { * } { * } { * } { * } { * } { * }
256kbs circuit circuit
(one-time charge)
-------------------------------------------------------------------------------------------------------------------------
Installation of installation per { * } { * } { * } { * } { * } { * }
384kbs circuit circuit
(one-time charge)
-------------------------------------------------------------------------------------------------------------------------
Installation of installation per { * } { * } { * } { * } { * } { * }
512kbs circuit circuit
(one-time charge)
-------------------------------------------------------------------------------------------------------------------------
Installation of installation per { * } { * } { * } { * } { * } { * }
768kbs circuit circuit
(one-time charge)
-------------------------------------------------------------------------------------------------------------------------
Installation of installation per { * } { * } { * } { * } { * } { * }
1544kbs circuit circuit
(one-time charge)
-------------------------------------------------------------------------------------------------------------------------
Installation of PVC installation per { * } { * } { * } { * } { * } { * }
circuit
(one-time charge)
-------------------------------------------------------------------------------------------------------------------------
56kbs Managed Access site month { * } { * } { * } { * } { * } { * }
Connection*
-------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3-8 Final Execution Copy
-------------------------------------------------------------------------------------------------------------------------
Frame-Relay Dedicated Data Network Access Services
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
128kbs Managed site month { * } { * } { * } { * } { * } { * }
Access Connection*
-------------------------------------------------------------------------------------------------------------------------
256kbs Managed site month { * } { * } { * } { * } { * } { * }
Access Connection*
-------------------------------------------------------------------------------------------------------------------------
384kbs Managed site month { * } { * } { * } { * } { * } { * }
Access Connection*
-------------------------------------------------------------------------------------------------------------------------
512kbs Managed site month { * } { * } { * } { * } { * } { * }
Access Connection*
-------------------------------------------------------------------------------------------------------------------------
768kbs Managed site month { * } { * } { * } { * } { * } { * }
Access Connection*
-------------------------------------------------------------------------------------------------------------------------
1544kbs Managed site month { * } { * } { * } { * } { * } { * }
Access Connection*
-------------------------------------------------------------------------------------------------------------------------
IP Protocol* Managed Access { * } { * } { * } { * } { * } { * }
Connection per
month
-------------------------------------------------------------------------------------------------------------------------
SNA Protocol* Managed Access { * } { * } { * } { * } { * } { * }
Connection per
month
-------------------------------------------------------------------------------------------------------------------------
IPX Protocol* Managed Access { * } { * } { * } { * } { * } { * }
Connection per
month
-------------------------------------------------------------------------------------------------------------------------
4 kbs Committed site month { * } { * } { * } { * } { * } { * }
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3-9 Final Execution Copy
-------------------------------------------------------------------------------------------------------------------------
Frame-Relay Dedicated Data Network Access Services
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
8 kbs Committed site month { * } { * } { * } { * } { * } { * }
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
16 kbs Committed site month { * } { * } { * } { * } { * } { * }
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
32 kbs Committed site month { * } { * } { * } { * } { * } { * }
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
48 kbs Committed site month { * } { * } { * } { * } { * } { * }
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
64 kbs Committed site month { * } { * } { * } { * } { * } { * }
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
128 kbs Committed site month { * } { * } { * } { * } { * } { * }
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
192 kbs Committed site month { * } { * } { * } { * } { * } { * }
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
256 kbs Committed site month { * } { * } { * } { * } { * } { * }
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3-10 Final Execution Copy
-------------------------------------------------------------------------------------------------------------------------
Frame-Relay Dedicated Data Network Access Services
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------------------
320 kbs Committed site month { * } { * } { * } { * } { * } { * }
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
384 kbs Committed site month { * } { * } { * } { * } { * } { * }
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
448 kbs Committed site month { * } { * } { * } { * } { * } { * }
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
512 kbs Committed site month { * } { * } { * } { * } { * } { * }
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
576 kbs Committed site month { * } { * } { * } { * } { * } { * }
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
640 kbs Committed site month { * } { * } { * } { * } { * } { * }
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
704 kbs Committed site month { * } { * } { * } { * } { * } { * }
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
768 kbs Committed site month { * } { * } { * } { * } { * } { * }
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3-11 Final Execution Copy
-------------------------------------------------------------------------------------------------------------------------
Frame-Relay Dedicated Data Network Access Services
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------------------
832 kbs Committed site month { * } { * } { * } { * } { * } { * }
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
896 kbs Committed site month { * } { * } { * } { * } { * } { * }
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
960 kbs Committed site month { * } { * } { * } { * } { * } { * }
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
1024 kbs Committed site month { * } { * } { * } { * } { * } { * }
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
1544 kbs Committed site month { * } { * } { * } { * } { * } { * }
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
Market Data PVC site month { * } { * } { * } { * } { * } { * }
64kbs Committed
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
Market Data PVC site month { * } { * } { * } { * } { * } { * }
128kbs Committed
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3-12 Final Execution Copy
-------------------------------------------------------------------------------------------------------------------------
Frame-Relay Dedicated Data Network Access Services
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------------------
Market Data PVC site month { * } { * } { * } { * } { * } { * }
192kbs Committed
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
Market Data PVC site month { * } { * } { * } { * } { * } { * }
256kbs Committed
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
Market Data PVC site month { * } { * } { * } { * } { * } { * }
320kbs Committed
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
Market Data PVC site month { * } { * } { * } { * } { * } { * }
384kbs Committed
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
Market Data PVC site month { * } { * } { * } { * } { * } { * }
448kbs Committed
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
Market Data PVC site month { * } { * } { * } { * } { * } { * }
512kbs Committed
Information Rate*
-------------------------------------------------------------------------------------------------------------------------
________________________________________________________________________________
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3-13 Final Execution Copy
-------------------------------------------------------------------------------------------------------------------------
Switched Data Network Access Services
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------------------
EDI Bisynchronous minute of { * } { * } { * } { * } { * } { * }
connectivity connectivity
-------------------------------------------------------------------------------------------------------------------------
EDI connectivity minute of { * } { * } { * } { * } { * } { * }
connectivity
-------------------------------------------------------------------------------------------------------------------------
EDI Asynchronous minute of { * } { * } { * } { * } { * } { * }
connectivity connectivity
-------------------------------------------------------------------------------------------------------------------------
Asynchronous local hour of { * } { * } { * } { * } { * } { * }
dial-up per session connectivity
via IBM Passport
(8:00 a.m. through
8:00 p.m. local
time)/1/
-------------------------------------------------------------------------------------------------------------------------
Asynchronous local hour of { * } { * } { * } { * } { * } { * }
dial-up per session connectivity
via IBM Passport
(8:00 p.m. through
8:00 a.m. local
time)/1/
-------------------------------------------------------------------------------------------------------------------------
Asynchronous hour of { * } { * } { * } { * } { * } { * }
800-number dial-up connectivity
surcharge per
session via IBM
Passport (8:00 a.m.
through 8:00 p.m.
local time)/1/
-------------------------------------------------------------------------------------------------------------------------
________________________________________________________________________________
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3-14 Final Execution Copy
-------------------------------------------------------------------------------------------------------------------------
Switched Data Network Access Services
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
Asynchronous hour of { * } { * } { * } { * } { * } { * }
800-number dial-up connectivity
surcharge per
session via IBM
Passport (8:00 p.m.
through 8:00 a.m.
local time)/1/
-------------------------------------------------------------------------------------------------------------------------
SENDENSW SENDEN minute { * } { * } { * } { * } { * } { * }
connect
-------------------------------------------------------------------------------------------------------------------------
SENDENBT SENDEN usage per { * } { * } { * } { * } { * } { * }
Kilocharacters
-------------------------------------------------------------------------------------------------------------------------
MB Measured monthly { * } { * } { * } { * } { * } { * }
Business Line*
-------------------------------------------------------------------------------------------------------------------------
FFO Fixed Function monthly { * } { * } { * } { * } { * } { * }
Terminal*
-------------------------------------------------------------------------------------------------------------------------
/1/ Usage for such ISEs shall be billed in { * } increments, with { * } minimum usage per session.
-------------------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------------------
Managed Access Connection Surcharges
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
256 kbs port speed* site month { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
384 kbs port speed* site month { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
________________________________________________________________________________
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3-15 Final Execution Copy
-------------------------------------------------------------------------------------------------------------------------
Managed Access Connection Surcharges
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
512 kbs port speed* site month { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
640 kbs port speed* site month { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
768 kbs port speed* site month { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
1024 kbs port speed* site month { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
1544 kbs port speed* site month { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------------------
EDI Services
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
EDI20025 Standard installation per { * } { * } { * } { * } { * } { * }
Mailbox Installation mailbox
(one-time charge)
-------------------------------------------------------------------------------------------------------------------------
STEDI10 Bulk Store one-time charge { * } { * } { * } { * } { * } { * }
and Forward
Installation
-------------------------------------------------------------------------------------------------------------------------
EDIINS add mailboxes installation per { * } { * } { * } { * } { * } { * }
mailbox
(one-time charge)
-------------------------------------------------------------------------------------------------------------------------
SMBX Mailbox monthly usage { * } { * } { * } { * } { * } { * }
per mailbox
-------------------------------------------------------------------------------------------------------------------------
________________________________________________________________________________
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3-16 Final Execution Copy
-------------------------------------------------------------------------------------------------------------------------
EDI Services
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
STEDI2 Special monthly usage { * } { * } { * } { * } { * } { * }
Mailbox per mailbox
-------------------------------------------------------------------------------------------------------------------------
STEDI1 Special monthly usage { * } { * } { * } { * } { * } { * }
Mailbox per mailbox
-------------------------------------------------------------------------------------------------------------------------
PROCEDI usage per Kilocharacter { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
PROCEML usage per Kilocharacter { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------------------
Bridge Charges
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
Monthly bridge monthly { * } { * } { * } { * } { * } { * }
charge - Phoenix 16*
-------------------------------------------------------------------------------------------------------------------------
Monthly bridge monthly { * } { * } { * } { * } { * } { * }
charge - Xxxxxxxx 7*
-------------------------------------------------------------------------------------------------------------------------
Monthly bridge monthly { * } { * } { * } { * } { * } { * }
charge - Scottsdale
6*
-------------------------------------------------------------------------------------------------------------------------
Monthly bridge to monthly { * } { * } { * } { * } { * } { * }
Sandy Utah 2*
-------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3-17 Final Execution Copy
-------------------------------------------------------------------------------------------------------------------------
Transaction Pricing - Table 1
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
If the aggregate number of transactions (not including MT minutes) processed
during a calendar year under the Agreement or Previous Agreement is less than
{ * }, then the following charges set forth in this Table 1 shall apply to all
such transactions; provided, however, that:
(a) in no event shall the aggregate charges for such transactions exceed an
amount equal to the sum of (i) the aggregate charges that would result
if the charges for such transactions were calculated using the
applicable pricing set forth in "Transaction Pricing - Table 2" below
(including application of subsection (b) of the proviso), and (ii an
amount equal to the product of (A) the applicable BTC11 charge in
"Transaction Pricing - Table 2" below, and (B) the difference between
{ * } and the aggregate number of transactions processed during such
calendar year; and
(b) for the aggregate number of transactions (not including MT minutes)
processed during 1999 under the Previous Agreement or the Agreement,
the applicable charges shall be calculated as (i) the charges resulting
from multiplying each of the rate tier levels set forth in the Previous
Agreement (e.g., { * } transactions, { * } transactions, { * }
transactions, etc.) by { * }, and applying the actual aggregate number
of transactions (not including MT minutes) processed before the
Effective Date during 1999 to such modified rate tier levels, plus (ii)
the charges resulting from multiplying each of the Transaction Pricing
rate tier levels set forth in Transaction Pricing - Tables 1 through 7
of this Attachment C-3 (e.g., { * } transactions, { * } transactions,
{ * } transactions, etc.) by { * } and applying the actual aggregate
number of transactions (not including MT minutes).
For the purposes of Subsection (b) of this Table, the aggregate number of
transactions (not including MT minutes) processed before the Effective Date
during 1999 shall include those transactions processed during such time for SPS.
-----------------------------------------------------------------------------------------------------------------
BTC per transaction { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------
BTC3 per transaction { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------
BTC4 per transaction { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------
BTC5A per transaction { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------
BTC11 per transaction { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------
MT1 per minute { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------
MT2 per minute { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------
MT3 per minute { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Transaction Pricing - Table 2
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3-18 Final Execution Copy
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
If the aggregate number of transactions (not including MT minutes) processed
during a calendar year under the Agreement or Previous Agreement is equal to or
greater than { * } but less than { * }, then the following charges set forth in
this Table 2 shall apply to all such transactions; provided, however, that:
(a) in no event shall the aggregate charges for such transactions exceed an
amount equal to the sum of (i) the aggregate charges that would result
if the charges for such transactions were calculated using the
applicable pricing set forth in "Transaction Pricing - Table 3" below
(including application of Subsection (b) of the proviso), and (ii) an
amount equal to the product of (A) the applicable BTC11 charge in
"Transaction Pricing - Table 3" below, and (B) the difference between
( * } and the aggregate number of transactions processed during such
calendar year; and
(b) for the aggregate number of transactions (not including MT minutes)
processed during 1999 under the Previous Agreement or the Agreement,
the applicable charges shall be calculated as (i) the charges resulting
from multiplying each of the rate tier levels set forth in the Previous
Agreement (e.g., { * } transactions, { * } transactions, { * }
transactions, etc.) by { * }, and applying the actual aggregate number
of transactions (not including MT minutes) processed before the
Effective Date during 1999 to such modified rate tier levels, plus (ii)
the charges resulting from multiplying each of the Transaction Pricing
rate tier levels set forth in Transaction Pricing - Tables 1 through 7
of this Attachment C-3 (e.g., { * } transactions, { * } transactions,
{ * } transactions, etc.) by { * } and applying the actual aggregate
number of transactions (not including MT minutes).
For the purposes of Subsection (b) of this Table, the aggregate number of
transactions (not including MT minutes) processed before the Effective Date
during 1999 shall include those transactions processed during such time for SPS.
-------------------------------------------------------------------------------------------------------------------------
BTC per transaction { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
BTC3 per transaction { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
BTC4 per transaction { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
BTC5A per transaction { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
BTC11 per transaction { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
MT1 per minute { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
MT2 per minute { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
MT3 per minute { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Transaction Pricing - Table 3
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3 - 19 Final Execution Copy
-------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------
If the aggregate number of transactions (not including MT minutes) processed
during a calendar year under the Agreement or Previous Agreement is equal to or
greater than { * } but less than { * }, then the following charges set forth in
this Table 3 shall apply to all such transactions; provided, however, that:
(a) in no event shall the aggregate charges for such transactions exceed an
amount equal to the sum of (i) the aggregate charges that would result
if the charges for such transactions were calculated using the
applicable pricing set forth in "Transaction Pricing - Table 4" below
(including application of Subsection (b) of the proviso), and (ii) an
amount equal to the product of (A) the applicable BTC11 charge in
"Transaction Pricing - Table 4" below, and (B) the difference between
{ * } and the aggregate number of transactions processed during such
calendar year; and
(b) for the aggregate number of transactions (not including MT minutes)
processed during 1999 under the Previous Agreement or the Agreement,
the applicable charges shall be calculated as (i) the charges resulting
from multiplying each of the rate tier levels set forth in the Previous
Agreement (e.g., { * } transactions, { * } transactions, { * }
transactions, etc.) by { * }, and applying the actual aggregate number
of transactions (not including MT minutes) processed before the
Effective Date during 1999 to such modified rate tier levels, plus (ii)
the charges resulting from multiplying each of the Transaction Pricing
rate tier levels set forth in Transaction Pricing - Tables 1 through 7
of this Attachment C-3 (e.g., { * } transactions, { * } transactions,
{ * } transactions, etc.) by { * } and applying the actual aggregate
number of transactions (not including MT minutes) p
For the purposes of Subsection (b) of this Table, the aggregate number of
transactions (not including MT minutes) processed before the Effective Date
during 1999 shall include those transactions processed during such time for SPS.
-------------------------------------------------------------------------------------------------------------------------
BTC per transaction { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
BTC3 per transaction { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
BTC4 per transaction { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
BTC5A per transaction { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
BTC11 per transaction { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
MT1 per minute { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
MT2 per minute { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
MT3 per minute { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Transaction Pricing - Table 4
--------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
-------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3 - 20 Final Execution Copy
-------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
If the aggregate number of transactions (not including MT minutes) processed
during a calendar year under the Agreement or Previous Agreement is equal to or
greater than { * } but less than { * }, then the following charges set forth in
this Table 4 shall apply to all such transactions; provided, however, that:
(a) in no event shall the aggregate charges for such transactions exceed an
amount equal to the sum of (i) the aggregate charges that would result
if the charges for such transactions were calculated using the
applicable pricing set forth in "Transaction Pricing - Table 5" below
(including application of Subsection (b) of the proviso), and (ii) an
amount equal to the product of (A) the applicable BTC11 charge in
"Transaction Pricing - Table 5" below, and (B) the difference between
{ * } and the aggregate number of transactions processed during such
calendar year; and
(b) for the aggregate number of transactions (not including MT minutes)
processed during 1999 under the Previous Agreement or the Agreement,
the applicable charges shall be calculated as (i) the charges resulting
from multiplying each of the rate tier levels set forth in the Previous
Agreement (e.g., { * } transactions, { * } transactions, { * }
transactions, etc.) by { * }, and applying the actual aggregate number
of transactions (not including MT minutes) processed before the
Effective Date during 1999 to such modified rate tier levels, plus (ii)
the charges resulting from multiplying each of the Transaction Pricing
rate tier levels set forth in Transaction Pricing - Tables 1 through 7
of this Attachment C-3 (e.g., { * } transactions, { * } transactions,
{ * } transactions, etc.) by { * } and applying the actual aggregate
number of transactions (not including MT minutes).
For the purposes of Subsection (b) of this Table, the aggregate number of
transactions (not including MT minutes) processed before the Effective Date
during 1999 shall include those transactions processed during such time for SPS.
-------------------------------------------------------------------------------------------------------------------------
BTC per trans. { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
BTC3 per trans. { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
BTC4 per trans. { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
BTC5A per trans. { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
BTC11 per trans. { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
MT1 per min. { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
MT2 per min. { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
MT3 per min. { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------------------
Transaction Pricing - Table 5
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
-------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3-21 Final Execution Copy
--------------------------------------------------------------------------------
2001 2001
--------------------------------------------------------------------------------
If the aggregate number of transactions (not including MT minutes) processed
during a calendar year under the Agreement or Previous Agreement is equal to or
greater than { * } but less than { * }, then the following charges set forth in
this Table 5 shall apply to all such transactions; provided, however, that:
(a) in no event shall the aggregate charges for such transactions exceed an
amount equal to the sum of (i) the aggregate charges that would result
if the charges for such transactions were calculated using the
applicable pricing set forth in "Transaction Pricing - Table 6" below
(including application of Subsection (b) of the proviso), and (ii) an
amount equal to the product of (A) the applicable BTC11 charge in
"Transaction Pricing - Table 6" below, and (B) the difference between {
* } and the aggregate number of transactions processed during such
calendar year; and
(b) for the aggregate number of transactions (not including MT minutes)
processed during 1999 under the Previous Agreement or the Agreement,
the applicable charges shall be calculated as (i) the charges resulting
from multiplying each of the rate tier levels set forth in the Previous
Agreement (e.g., { * } transactions, { * } transactions, { * }
transactions, etc.) by { * }, and applying the actual aggregate number
of transactions (not including MT minutes) processed before the
Effective Date during 1999 to such modified rate tier levels, plus (ii)
the charges resulting from multiplying each of the Transaction Pricing
rate tier levels set forth in Transaction Pricing - Tables 1 through 7
of this Attachment C-3 (e.g., { * } transactions, { * } transactions, {
* } transactions, etc.) by { * } and applying the actual aggregate
number of transactions (not including MT minutes).
For the purposes of Subsection (b) of this Table, the aggregate number of
transactions (not including MT minutes) processed before the Effective Date
during 1999 shall include those transactions processed during such time for SPS.
-------------------------------------------------------------------------------------------------------------------------
BTC per trans. { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
BTC3 per trans. { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
BTC4 per trans. { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
BTC5A per trans. { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
BTC11 per trans. { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
MT1 per min. { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
MT2 per min. { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
MT3 per min. { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------------------
Transaction Pricing - Table 6
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3 - 22 Final Execution Copy
If the aggregate number of transactions (not including MT minutes) processed
during a calendar year under the Agreement or Previous Agreement is equal to or
greater than { * } but less than { * }, then the following charges set forth in
this Table 6 shall apply to all such transactions; provided, however, that:
(a) in no event shall the aggregate charges for such transactions exceed an
amount equal to the sum of (i) the aggregate charges that would result
if the charges for such transactions were calculated using the
applicable pricing set forth in "Transaction Pricing - Table 7" below
(including application of Subsection (b) of the proviso), and (ii) an
amount equal to the product of (A) the applicable BTC11 charge in
"Transaction Pricing - Table 7" below, and (B) the difference between {
* } and the aggregate number of transactions processed during such
calendar year; and
(b) for the aggregate number of transactions (not including MT minutes)
processed during 1999 under the Previous Agreement or the Agreement,
the applicable charges shall be calculated as (i) the charges resulting
from multiplying each of the rate tier levels set forth in the Previous
Agreement (e.g., { * } transactions, { * } transactions, { * }
transactions, etc.) by { * }, and applying the actual aggregate number
of transactions (not including MT minutes) processed before the
Effective Date during 1999 to such modified rate tier levels, plus (ii)
the charges resulting from multiplying each of the Transaction Pricing
rate tier levels set forth in Transaction Pricing - Tables 1 through 7
of this Attachment C-3 (e.g., { * } transactions, { * } transactions, {
* } transactions, etc.) by { * } and applying the actual aggregate
number of transactions (not including MT minutes).
For the purposes of Subsection (b) of this Table, the aggregate number of
transactions (not including MT minutes) processed before the Effective Date
during 1999 shall include those transactions processed during such time for SPS.
-----------------------------------------------------------------------------------------------------
BTC per trans. { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------
BTC3 per trans. { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------
BTC4 per trans. { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------
BTC5A per trans. { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------
BTC11 per trans. { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------
MT1 per min. { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------
MT2 per min. { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------
MT3 per min. { * } { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------
-----------------------------------------------------------------------------------------------------
Transaction Pricing - Table 7
-----------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
----------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3-23 Final Execution Copy
--------------------------------------------------------------------------------
If the aggregate number of transactions (not including MT minutes) processed
during a calendar year under the Agreement or Previous Agreement is equal to or
greater than { * }, then the following charges shall apply to all such
transactions; provided, however, that for the aggregate number of transactions
(not including MT minutes) processed during 1999 under the Previous Agreement or
the Agreement, the applicable charges shall be calculated as (a) the charges
resulting from multiplying each of the rate tier levels set forth in the
Previous Agreement (e.g., { * } transactions, { * } transactions, { * }
transactions, etc.) by { * }, and applying the actual aggregate number of
transactions (not including MT minutes) processed before the Effective Date
during 1999 to such modified rate tier levels, plus (ii) the charges resulting
from multiplying each of the Transaction Pricing rate tier levels set forth in
Transaction Pricing - Tables 1 through 7 of this Attachment C-3 (e.g., { * }
transactions, { * } transactions, { * } transactions, etc.) by { * } and
applying the actual aggregate number of transactions (not including MT minutes)
processed on or after the Effective Date during 1999 to such modified rate tier
levels. For the purposes of this Table, the aggregate number of transactions
(not including MT minutes) processed before the Effective Date during 1999 shall
include those transactions processed during such time for SPS.
-------------------------------------------------------------------------------------------------------------------
BTC per transaction { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------
BTC3 per transaction { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------
BTC4 per transaction { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------
BTC5A per transaction { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------
BTC11 per transaction { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------
MT1 per minute { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------
MT2 per minute { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------
MT3 per minute { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3-24 Final Execution Copy
-------------------------------------------------------------------------------------------------------------------------
Miscellaneous Services
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
----------------------------------------------------------------------------
Jan - Jun July - Dec 2,002 2,003 2,004 2,005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
SIM Inside Move one-time charge { * } { * } { * } { * } { * } { * }
Install (per drop)
-------------------------------------------------------------------------------------------------------------------------
SMG MIG/ICN Hardware one-time charge { * } { * } { * } { * } { * } { * }
platform install
-------------------------------------------------------------------------------------------------------------------------
SPG Lan Card for one-time charge { * } { * } { * } { * } { * } { * }
3174 or PC Install
-------------------------------------------------------------------------------------------------------------------------
STR token ring one-time charge { * } { * } { * } { * } { * } { * }
attachment install
-------------------------------------------------------------------------------------------------------------------------
USRBINST US one-time charge { * } { * } { * } { * } { * } { * }
Robitics Modem
install
-------------------------------------------------------------------------------------------------------------------------
FOC Field Office monthly { * } { * } { * } { * } { * } { * }
Controllers*
-------------------------------------------------------------------------------------------------------------------------
GDDM IBM GDDM monthly { * } { * } { * } { * } { * } { * }
Software License
-------------------------------------------------------------------------------------------------------------------------
HPA Remote Print monthly { * } { * } { * } { * } { * } { * }
Config. A*
-------------------------------------------------------------------------------------------------------------------------
PP1 token ring LAN monthly { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
PP2 PC LAN monthly { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
PP3 Token Ring LAN monthly { * } { * } { * } { * } { * } { * }
PC3270 V3
-------------------------------------------------------------------------------------------------------------------------
XX0 XXXX XX0000 V3 monthly { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3-25 Final Execution Copy
-------------------------------------------------------------------------------------------------------------------------
Miscellaneous Services
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
PP8 PC3270 V1 monthly { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
XX0 0000 XXXX monthly { * } { * } { * } { * } { * } { * }
PC3270 V1
-------------------------------------------------------------------------------------------------------------------------
PPB PC3270 V1 monthly { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
PPC 0000 XXX monthly { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
PPD PSPC monthly { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
PPE NSA Only monthly { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
PPF NSA and SDLC monthly { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
PPH LAN/PC hdwr tr monthly { * } { * } { * } { * } { * } { * }
adapter fam/2
-------------------------------------------------------------------------------------------------------------------------
PPI LAN/PC hdwr monthly { * } { * } { * } { * } { * } { * }
tr adapter 16/4MB
-------------------------------------------------------------------------------------------------------------------------
PPK LAN/PC hdwr monthly { * } { * } { * } { * } { * } { * }
tr adapter 16/4MB
fam/1
-------------------------------------------------------------------------------------------------------------------------
PPM LAN/PC hdwr monthly { * } { * } { * } { * } { * } { * }
MLTPRTCOL fam/2
-------------------------------------------------------------------------------------------------------------------------
PPN LAN/PC hdwr monthly { * } { * } { * } { * } { * } { * }
3270 COAX fam/2
-------------------------------------------------------------------------------------------------------------------------
PPO LAN/PC hdwr monthly { * } { * } { * } { * } { * } { * }
3270 COAX fam/1
-------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3-26 Final Execution Copy
-------------------------------------------------------------------------------------------------------------------------
Miscellaneous Services
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
PPP LAN/PC sftw LAN monthly { * } { * } { * } { * } { * } { * }
support PRGM 1.1
-------------------------------------------------------------------------------------------------------------------------
PPQ LAN/PC sftw PC monthly { * } { * } { * } { * } { * } { * }
LAN PRGM 1.3
-------------------------------------------------------------------------------------------------------------------------
PPR LAN/PC sftw monthly { * } { * } { * } { * } { * } { * }
3270 Emulation V3
-------------------------------------------------------------------------------------------------------------------------
PPT LAN/PC sftw monthly { * } { * } { * } { * } { * } { * }
OS/2 EE 1.1
-------------------------------------------------------------------------------------------------------------------------
SFTWR Software monthly { * } { * } { * } { * } { * } { * }
(per license)
-------------------------------------------------------------------------------------------------------------------------
TRB Token Ring monthly { * } { * } { * } { * } { * } { * }
Bridge Config A*
-------------------------------------------------------------------------------------------------------------------------
TRBC Token Ring monthly { * } { * } { * } { * } { * } { * }
Bridge Config B*
-------------------------------------------------------------------------------------------------------------------------
USRMOD US Robotics monthly { * } { * } { * } { * } { * } { * }
Modem*
-------------------------------------------------------------------------------------------------------------------------
VTAMSM Small VTAM monthly { * } { * } { * } { * } { * } { * }
access method*
-------------------------------------------------------------------------------------------------------------------------
WCAUF FIBER CAU monthly { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
HPB Remote Print monthly { * } { * } { * } { * } { * } { * }
System Config B*
-------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3 - 27 Final Execution Copy
-------------------------------------------------------------------------------------------------------------------------
Miscellaneous Services
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
HVPORT 3174 Port monthly { * } { * } { * } { * } { * } { * }
charge*
-------------------------------------------------------------------------------------------------------------------------
INF Informer 213 monthly { * } { * } { * } { * } { * } { * }
terminals
-------------------------------------------------------------------------------------------------------------------------
LCG Lan controllers monthly { * } { * } { * } { * } { * } { * }
gateway config A*
-------------------------------------------------------------------------------------------------------------------------
LCGC Lan monthly { * } { * } { * } { * } { * } { * }
controllers gateway
config B*
-------------------------------------------------------------------------------------------------------------------------
LMPC LAN Manager PC monthly { * } { * } { * } { * } { * } { * }
Hardware
-------------------------------------------------------------------------------------------------------------------------
LTWABWS LAN to LAN monthly { * } { * } { * } { * } { * } { * }
wide area bridge*
-------------------------------------------------------------------------------------------------------------------------
MB Dial up drop monthly { * } { * } { * } { * } { * } { * }
with MB line*
-------------------------------------------------------------------------------------------------------------------------
MOD OFFNET MODEM monthly { * } { * } { * } { * } { * } { * }
config A*
-------------------------------------------------------------------------------------------------------------------------
MOD1 Offnet Modem monthly { * } { * } { * } { * } { * } { * }
config B*
-------------------------------------------------------------------------------------------------------------------------
PR2 Dot Matrix monthly { * } { * } { * } { * } { * } { * }
4224/201 Printer*
-------------------------------------------------------------------------------------------------------------------------
PR3 Dot matrix monthly { * } { * } { * } { * } { * } { * }
4224/202 Printer*
-------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3 - 28 Final Execution Copy
-------------------------------------------------------------------------------------------------------------------------
Miscellaneous Services
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
----------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
PR4 Dot Matrix monthly { * } { * } { * } { * } { * } { * }
3268/002 Printer*
-------------------------------------------------------------------------------------------------------------------------
PR5 Laser 3812/002 monthly { * } { * } { * } { * } { * } { * }
Printer*
-------------------------------------------------------------------------------------------------------------------------
PR6 3816/01s Page monthly { * } { * } { * } { * } { * } { * }
Printer*
-------------------------------------------------------------------------------------------------------------------------
TBA Toshiba monthly { * } { * } { * } { * } { * } { * }
Portable PC
-------------------------------------------------------------------------------------------------------------------------
WCAUC Copper CAU monthly { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
WLAM XXX - LOBE monthly { * } { * } { * } { * } { * } { * }
Access Module
-------------------------------------------------------------------------------------------------------------------------
XX0 Xxxxxxxxxxx 1* monthly { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
XX0 Xxxxxxxxxxx 2* monthly { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
XX0 Xxxxxxxxxxx 3* monthly { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
XX0 Xxxxxxxxxxx 4* monthly { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
XX0 Xxxxxxxxxxx 5* monthly { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
XX0 Xxxxxxxxxxx 6* monthly { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3 - 29 Final Execution Copy
-------------------------------------------------------------------------------------------------------------------------
Miscellaneous Services
-------------------------------------------------------------------------------------------------------------------------
ISE Resource Unit Charge per Resource Unit (by calendar year)
---------------------------------------------------------------------------
Jan - Jun July - Dec 2002 2003 2004 2005
2001 2001
-------------------------------------------------------------------------------------------------------------------------
WSS Workstation on monthly { * } { * } { * } { * } { * } { * }
9371*
-------------------------------------------------------------------------------------------------------------------------
WSSNBU SNBU for monthly { * } { * } { * } { * } { * } { * }
workstations*
-------------------------------------------------------------------------------------------------------------------------
BTC7 (LIG Warning per transaction { * } { * } { * } { * } { * } { * }
Bulletins)
-------------------------------------------------------------------------------------------------------------------------
TELEV Teleview per Kbytes { * } { * } { * } { * } { * } { * }
-------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-3 to Schedule C MSDW/IBM Confidential
of Services Agreement C3 - 30 Final Execution Copy
ATTACHMENT C-4
Personnel Resource Categories
1. PERSONNEL RESOURCE CATEGORIES FOR RESOURCES FROM IBM INTEGRATION SERVICES,
IBM PRODUCT SUPPORT SERVICES AND IBM GLOBAL LEARNING SERVICES
-----------------------------------------------------------------------------------------------------------
Tier Personnel Categories
-----------------------------------------------------------------------------------------------------------
1 Senior Leadership - Executive Band
(e.g., Industry Consultant, Senior Executive, Managing Principal)
-----------------------------------------------------------------------------------------------------------
2 Project Management
(e.g., Executive Consultant, Senior I/T Architect, Project Executive, Principal)
-----------------------------------------------------------------------------------------------------------
3 Senior Personnel
(e.g., Senior Consultant, Senior I/T Architect
Project Manager, Senior Technical Specialist, Senior I/T Specialist)
-----------------------------------------------------------------------------------------------------------
4 Team Personnel
(e.g., Senior Advisory Consultant, Senior Advisory I/T Architect, Project Leader, Senior
Advisory Technical Specialist, Senior Advisory I/T Specialist
-----------------------------------------------------------------------------------------------------------
5 Team Personnel
(e.g., Advisory Technical Specialist, Advisory I/T Specialist)
-----------------------------------------------------------------------------------------------------------
6 Team Personnel
(e.g., Technical Specialist, Testing Specialist
Business Analyst, Programmer Analyst, Operations Support)
-----------------------------------------------------------------------------------------------------------
7 Project Support
-----------------------------------------------------------------------------------------------------------
2. PERSONNEL RESOURCE CATEGORIES FOR RESOURCES FROM IBM CONSULTING AND
SERVICES
-----------------------------------------------------------------------------------------------------------
Tier Personnel Resource
-----------------------------------------------------------------------------------------------------------
A Consulting Executive
-----------------------------------------------------------------------------------------------------------
B Consulting Principal
-----------------------------------------------------------------------------------------------------------
C Managing Consultant
-----------------------------------------------------------------------------------------------------------
D Consultant
-----------------------------------------------------------------------------------------------------------
E Associate Consultant
-----------------------------------------------------------------------------------------------------------
F Research Associate
-----------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment C-4 to Schedule C MSDW/IBW Confidential
of Services Agreement C4 - 1 Final Execution Copy
ATTACHMENT C-5
Example of Calculation of ARCs and RRCs
The following sets forth an example of the calculation of ARCs and RRCs pursuant
to Section 4.3 of this Schedule C.
1. ASSUMPTIONS
The following information has been assumed for the purposes of this
example:
(a) ARCs and RRCs are being calculated for the CPU Prime Class B ISE
for April, May and June of calendar year 2000.
(b) the IPSS Annual Baseline Volume for the CPU Prime Class B ISE in
calendar year 2000 is { * } CPU Seconds (from Attachment C-1 of
this Schedule C).
(c) the applicable IPSS Monthly Baseline Volume for each of April,
May and June of 2000 for the CPU Prime Class B ISE equals one
twelfth (1/12) of the Annual Baseline Volume, or { * } CPU
Seconds for each of such months.
(d) The actual volumes of chargeable resource usage for the CPU Prime
Class B ISE for calendar months April, May and June 2000 are as
follows:
(i) { * } CPU Seconds for April, 2000;
(ii) { * } CPU Seconds for May, 2000; and
(iii) { * } CPU Seconds for June, 2000.
2. CALCULATIONS
Based upon the assumptions set forth in Article 1 of this Attachment C-5,
and pursuant to the terms of Section 4.3 of Schedule C, ARCs would be
calculated for the CPU Prime Class B ISE for each of April and June of
2000, and a RRC would be calculated for the CPU Prime Class B ISE for May
of 2000.
2.1 Calculation of ARC for April, 2000.
----------------------------------
Pursuant to Section 4.3(a) of Schedule C, the applicable ARC formula
is as follows:
ARC = { * }
Given the assumptions set forth in Article 1 of this Attachment C-5
and the definitions of the formula values set forth in Section 4.3(a)
of Schedule C, the formula values would be derived as follows:
--------------------------------------------------------------------------------
Attachment C-5 to Schedule C MSDW/IBM Confidential
of Services Agreement Final Execution Copy
C5-1
(a) A = { * }
(b) B = { * }
(c) C = { * }
(d) D = { * }
(e) V = { * } (i.e., the number of CPU Prime Class B CPU Seconds in
the IPSS Monthly Baseline Volume given the assumption set forth
in Section 1(c) of this Attachment C-5);
(f) Z = { * } (i.e., the ARC Deadband as defined in Section 4.3(a) of
Schedule C);
(g) R\\1\\ = .{ * } (i.e., the applicable value from Attachment C-2
of this Schedule C);
(h) R/\\2\\ = { * } (i.e., the applicable value from Attachment C-2
of this Schedule C);
(i) R\\3\\ = { * } (i.e., the applicable value from Attachment C-2 of
this Schedule C); and
(j) R\\4\\ = .{ * } (i.e., the applicable value from Attachment C-2
of this Schedule C).
Using the formula, the applicable ARC would be calculated as:
ARC = { * }
ARC = { * }
ARC = { * }
ARC = { * }
ARC = { * }
2.2 Calculation of RRC for May, 2000.
---------------------------------
Pursuant to Section 4.3(b) of Schedule C, the applicable RRC formula
is as follows:
RRC = { * };
Given the assumptions set forth in Article 1 of this Attachment C-5
and the definitions of the formula values set forth in Section 4.3(b)
of Schedule C, the applicable RRC Deadband would be equal to { * },
and the formula values would be derived as follows:
(a) A = { * }
(b) B = { * }
(c) C = { * }
--------------------------------------------------------------------------------
Attachment C-5 to Schedule C MSDW/IBM Confidential
of Services Agreement C5-2 Final Execution Copy
(d) R\\1\\ = { * } (i.e., the applicable value from Attachment C-2 of
this Schedule C); and
(e) R\\2\\ = { * } (i.e., the applicable value from Attachment C-2 of
this Schedule C);
Using the formula, the applicable RRC would be calculated as:
RRC = { * }
RRC = { * }
RRC = { * }
2.3 Calculation of ARC for June, 2000.
----------------------------------
Pursuant to Section 4.3(a) of Schedule C, the applicable ARC formula
is as follows:
ARC = { * }
Given the assumptions set forth in Article 1 of this Attachment C-5
and the definitions of the formula values set forth in Section 4.3(a)
of Schedule C, the formula values would be derived as follows:
(a) A = { * }
(b) B = { * };
(c) C = { * };
(d) D = { * };
(e) V = { * } (i.e., the number of CPU Prime Class B CPU Seconds in
the IPSS Monthly Baseline Volume given the assumption set forth
in Section 1(c) of this Attachment C-5);
(f) Z = { * } (i.e., the ARC Deadband as defined in Section 4.3(a) of
Schedule C);
(g) R\\1\\ = { * } (i.e., the applicable value from Attachment C-2 of
this Schedule C);
(h) R\\2\\ = { * } (i.e., the applicable value from Attachment C-2 of
this Schedule C);
(i) R\\3\\ = { * } (i.e., the applicable value from Attachment C-2 of
this Schedule C); and
(j) R\\4\\ = { * } (i.e., the applicable value from Attachment C-2 of
this Schedule C).
Using the formula, the applicable ARC would be calculated as:
ARC = { * }
ARC = { * }
--------------------------------------------------------------------------------
Attachment C-5 to Schedule C MSDW/IBM Confidential
of Services Agreement C5-3 Final Execution Copy
ARC = { * }
ARC = { * }
2.4 Calculation of { * }.
--------------------
Pursuant to Section 4.3(c) of Schedule C, the ARCs and RRCs calculated
above for April, May and June of 2000 would be { * }, resulting in a
net { * } charge to MSDW for the CPU Prime Class B ISE of { * } (i.e.,
{ * }).
--------------------------------------------------------------------------------
Attachment C-5 to Schedule C MSDW/IBM Confidential
of Services Agreement C5-4 Final Execution Copy
SCHEDULE D
Key IBM Positions
----------------------------------------------------------------------------------------------------------
Key IBM Position Part-Time or Full-Time Initially Approved
Individual
----------------------------------------------------------------------------------------------------------
Managing Director Full-time { * }
----------------------------------------------------------------------------------------------------------
Project Executive/Director Financial Services Full-time { * }
----------------------------------------------------------------------------------------------------------
Project Executive/Xxxx Xxxxxx Xxxxxxxx Full-time { * }
----------------------------------------------------------------------------------------------------------
Client Services Principal Full-time { * }
----------------------------------------------------------------------------------------------------------
Delivery - Data Center (IPSS) Services { * }
----------------------------------------------------------------------------------------------------------
Delivery - Data Network Services { * }
----------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule D to Services Agreement MSDW/IBM CONFIDENTIAL
D-1 Final Execution Copy
SCHEDULE E
Software
1. IPSS SERVICES SOFTWARE
----------------------------------------------------------------------------------------------------------------------
Mainframe System Software
----------------------------------------------------------------------------------------------------------------------
Responsibility
----------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
1. Computer { * } { * } { * } { * } { * }
Associates
----------------------------------------------------------------------------------------------------------------------
2. Computer { * } { * } { * } { * } { * }
Associates
----------------------------------------------------------------------------------------------------------------------
3. Computer { * } { * } { * } { * } { * } DWD13
Associates
----------------------------------------------------------------------------------------------------------------------
4. Computer { * } { * } { * } { * } { * }
Associates
----------------------------------------------------------------------------------------------------------------------
5. Comshare, Inc. { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
6. Comshare, Inc. { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
7. Comshare, Inc. { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
8. Comshare, Inc. { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
9. Comshare, Inc. { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
10. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
11. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
12. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
13. Intersolve { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
14. M & I Data { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
15. Platinum { * } { * } { * } { * } { * }
Technology
----------------------------------------------------------------------------------------------------------------------
16. Platinum { * } { * } { * } { * } { * }
Technology
----------------------------------------------------------------------------------------------------------------------
17. SAS Institute { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
18. SAS Institute { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
19. SAS Institute { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
20. SAS Institute { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
21. SAS Institute { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
22. Sterling { * } { * } { * } { * } { * }
Software
----------------------------------------------------------------------------------------------------------------------
23. Sterling { * } { * } { * } { * } { * }
Software
----------------------------------------------------------------------------------------------------------------------
24. Vanguard { * } { * } { * } { * } { * } DWR43
Integrity
Professionals
----------------------------------------------------------------------------------------------------------------------
25. Vanguard { * } { * } { * } { * } { * } DWR43
Integrity
Professionals
----------------------------------------------------------------------------------------------------------------------
26. Vanguard { * } { * } { * } { * } { * } DWR43
Integrity
Professionals
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-1 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
Mainframe System Software
----------------------------------------------------------------------------------------------------------------------
Responsibility
----------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
1. BMC Software { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
2. Xxxxx/ { * } { * } { * } { * } { * }
Babbage
----------------------------------------------------------------------------------------------------------------------
3 Candle { * } { * } { * } { * } { * }
Corporation
----------------------------------------------------------------------------------------------------------------------
4. Candle { * } { * } { * } { * } { * }
Corporation
----------------------------------------------------------------------------------------------------------------------
5. Candle { * } { * } { * } { * } { * }
Corporation
----------------------------------------------------------------------------------------------------------------------
6. Candle { * } { * } { * } { * } { * }
Corporation
----------------------------------------------------------------------------------------------------------------------
7. Pass Go (CKS, { * } { * } { * } { * } { * }
Inc.)
----------------------------------------------------------------------------------------------------------------------
8. Computer { * } { * } { * } { * } { * }
Associates
----------------------------------------------------------------------------------------------------------------------
9. Computer { * } { * } { * } { * } { * }
Associates
---------------------------------------------------------------------------------------------------------------------
10. Computer { * } { * } { * } { * } { * }
Associates
----------------------------------------------------------------------------------------------------------------------
11. Computer { * } { * } { * } { * } { * }
Associates
----------------------------------------------------------------------------------------------------------------------
12. Computer { * } { * } { * } { * } { * }
Associates
----------------------------------------------------------------------------------------------------------------------
13. Computer { * } { * } { * } { * } { * }
Associates
----------------------------------------------------------------------------------------------------------------------
14. Computer { * } { * } { * } { * } { * }
Associates
----------------------------------------------------------------------------------------------------------------------
15. Computer { * } { * } { * } { * } { * }
Associates
----------------------------------------------------------------------------------------------------------------------
16. Computer { * } { * } { * } { * } { * }
Associates
----------------------------------------------------------------------------------------------------------------------
17. Computer { * } { * } { * } { * } { * }
Associates
----------------------------------------------------------------------------------------------------------------------
18. Computer { * } { * } { * } { * } { * }
Associates
----------------------------------------------------------------------------------------------------------------------
19. Computer { * } { * } { * } { * } { * }
Associates
----------------------------------------------------------------------------------------------------------------------
20. Computer { * } { * } { * } { * } { * }
Associates
----------------------------------------------------------------------------------------------------------------------
21. Computer { * } { * } { * } { * } { * }
Associates
----------------------------------------------------------------------------------------------------------------------
22. Computer { * } { * } { * } { * } { * }
Associates
----------------------------------------------------------------------------------------------------------------------
23. Compuware { * } { * } { * } { * } { * }
Corporation
----------------------------------------------------------------------------------------------------------------------
24. Compuware { * } { * } { * } { * } { * }
Corporation
----------------------------------------------------------------------------------------------------------------------
25. Compuware { * } { * } { * } { * } { * }
Corporation
----------------------------------------------------------------------------------------------------------------------
26. Compuware { * } { * } { * } { * } { * }
Corporation
----------------------------------------------------------------------------------------------------------------------
27. Compuware { * } { * } { * } { * } { * }
Corporation
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-2 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
Mainframe System Software
----------------------------------------------------------------------------------------------------------------------
Responsibility
----------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
28. Compuware { * } { * } { * } { * } { * }
Corporation
----------------------------------------------------------------------------------------------------------------------
29. Diversified { * } { * } { * } { * } { * }
Software Systems
----------------------------------------------------------------------------------------------------------------------
30. Group 1 Software { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
31. GT Software { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
32. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
33. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
34. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
35. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
36. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
37. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
38. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
39. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
40. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
41. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
42. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
43. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
44. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
45. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
46. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
47. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
48. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
49. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
50. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
51. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
52. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
53. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
54. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
55. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
56. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
57. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
58. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
59. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
60. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
61. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
62. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
63. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
64. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
65. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
66. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
67. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
68. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
69. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
70. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
71. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
72. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
73. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
74. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
75. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
76. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-3 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
Mainframe System Software
----------------------------------------------------------------------------------------------------------------------
Responsibility
--------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
77. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
78. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
79. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
80. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
81. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
82. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
83. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
84. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
85. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
86. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
87. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
88. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
89. IBM / IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
90. IBM / IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
91 IBM / IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
92. Innovation { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
93. Innovation Data { * } { * } { * } { * } { * }
Processing
----------------------------------------------------------------------------------------------------------------------
94. ISOGON { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
95. ISOGON { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
96. Xxxxxxxxx { * } { * } { * } { * } { * }
Systems
----------------------------------------------------------------------------------------------------------------------
97. Xxxxxxxxx { * } { * } { * } { * } { * }
Systems
----------------------------------------------------------------------------------------------------------------------
98. Mainstar { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
99. Mainstar { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
100. Mainstar { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
101. Marble { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
102. Xxxxxxx { * } { * } { * } { * } { * }
Consultants
----------------------------------------------------------------------------------------------------------------------
103. Microfocus { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
104. Mobius { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
105. Pitney Xxxxx { * } { * } { * } { * } { * }
Software
----------------------------------------------------------------------------------------------------------------------
106. Platinum { * } { * } { * } { * } { * }
Technology
----------------------------------------------------------------------------------------------------------------------
107. Platinum { * } { * } { * } { * } { * }
Technology
----------------------------------------------------------------------------------------------------------------------
108. Platinum { * } { * } { * } { * } { * }
Technology
----------------------------------------------------------------------------------------------------------------------
109. Platinum { * } { * } { * } { * } { * }
Technology
----------------------------------------------------------------------------------------------------------------------
110. Platinum { * } { * } { * } { * } { * }
Technology
----------------------------------------------------------------------------------------------------------------------
111. Platinum { * } { * } { * } { * } { * }
Technology
----------------------------------------------------------------------------------------------------------------------
112. Programart Corp. { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
113. Serena { * } { * } { * } { * } { * }
International
----------------------------------------------------------------------------------------------------------------------
114. Software { * } { * } { * } { * } { * }
Engineering of
America
----------------------------------------------------------------------------------------------------------------------
115. Softworks, Inc. { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
116. Sterling Software { * } { * } { * } { * } { * } DWR2
----------------------------------------------------------------------------------------------------------------------
________________________________________________________________________________
Schedule E to Services Agreement MSDW/IBM Confidential
E-4 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
Mainframe System Software
----------------------------------------------------------------------------------------------------------------------
Responsibility
---------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
117. Sterling Software { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
118. Sterling Software { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
119. Sterling Software { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
120. Storage Tech { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
121. Syncsort { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
122. Triangle Sysyems { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
123. Viasoft, Inc. { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
124. Viasoft, Inc. { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
125. IBM { * } { * } { * } { * } { * } DWD23
----------------------------------------------------------------------------------------------------------------------
126. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
127. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
128. IBM { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
129. Pitney Xxxxx { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------
Mainframe System Software
----------------------------------------------------------------------------------------------------------------------
Responsibility Add'l
--------------------------------
Item Vendor System Software Modifications Oper/1/ Fin/2/ Maint/3/ Dev/4/ Info
No. and Exits Description
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
________________________________________________________________________________
Schedule E to Services Agreement MSDW/IBM Confidential
E-5 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
Mainframe System Software
----------------------------------------------------------------------------------------------------------------------
Responsibility Add'l
---------------------------------
Item Vendor Systems Software Modifications Oper/1/ Fin/2/ Maint/3/ Dev/4/
No. and Exits Description Info
----------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
________________________________________________________________________________
Schedule E to Services Agreement MSDW/IBM Confidential
E-6 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
Mainframe System Software
----------------------------------------------------------------------------------------------------------------------
Responsibility Add'l
---------------------------------
Item Vendor Systems Software Modifications Oper/1/ Fin/2/ Maint/3/ Dev/4/
No. and Exits Description Info
----------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
________________________________________________________________________________
Schedule E to Services Agreement MSDW/IBM Confidential
E-7 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
Mainframe System Software
----------------------------------------------------------------------------------------------------------------------
Responsibility Add'l
---------------------------------
Item Vendor Systems Software Modifications Oper/1/ Fin/2/ Maint/3/ Dev/4/
No. and Exits Description Info
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
_______________________________________________________________________________
Schedule E to Services Agreement MSDW/IBM Confidential
E-8 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
Mainframe System Software
----------------------------------------------------------------------------------------------------------------------
Responsibility
--------------------------------
Item Vendor Systems Software Modificatioms Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. and Exits Description Info
----------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
________________________________________________________________________________
Schedule E to Services Agreement MSDW/IBM Confidential
E-9 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
Mainframe System Software
----------------------------------------------------------------------------------------------------------------------
Responsibility Add'l
----------------------------------
Item Vendor System Software Modifications Oper/1/ Fin/2/ Maint/3/ Dev/4/ Info
No. and Exits Description
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-10 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
Mainframe System Software
----------------------------------------------------------------------------------------------------------------------
Responsibility Add'l
----------------------------------
Item Vendor System Software Modifications Oper/1/ Fin/2/ Maint/3/ Dev/4/ Info
No. and Exits Description
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/ICS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-11 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
Mainframe System Software
----------------------------------------------------------------------------------------------------------------------
Responsibility Add'l
--------------------------------
Item Vendor System Software Modifications Oper/1/ Fin/2/ Maint/3/ Dev/4/ Info
No. and Exits Description
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-12 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
Mainframe System Software
----------------------------------------------------------------------------------------------------------------------
Responsibility Add'l
---------------------------------
Item Vendor System Software Modifications Oper/1/ Fin/2/ Maint/3/ Dev/4/ Info
No. and Exits Description
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-13 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
Mainframe System Software
----------------------------------------------------------------------------------------------------------------------
Responsibility Add'l
---------------------------------
Item Vendor System Software Modifications Oper/1/ Fin/2/ Maint/3/ Dev/4/ Info
No. and Exits Description
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-14 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
Mainframe System Software
----------------------------------------------------------------------------------------------------------------------
Responsibility Add'l
---------------------------------
Item Vendor System Software Modifications Oper/1/ Fin/2/ Maint/3/ Dev/4/ Info
No. and Exits Description
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-15 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
Midframe System Software
----------------------------------------------------------------------------------------------------------------------
Responsibility Add'l
----------------------------------
Item Vendor System Software Modifications Oper/1/ Fin/2/ Maint/3/ Dev/4/ Info
No. and Exits Description
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-16 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
Mainframe System Software
----------------------------------------------------------------------------------------------------------------------
Responsibility
----------------------------------
Item Vendor System Software Modifications Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. and Exits Description Info
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
IBM/IGS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------
Midrange System Software
----------------------------------------------------------------------------------------------------------------------
Responsibility
----------------------------------
Item Vendor Software Name/Description Add'l
No. Oper/1/ Fin/2/ Maint/3/ Dev/4/ Info/5/
----------------------------------------------------------------------------------------------------------------------
1. IBM { * } { * } { * } { * } { * } DWD26
----------------------------------------------------------------------------------------------------------------------
2. IBM { * } { * } { * } { * } { * } DWD26
----------------------------------------------------------------------------------------------------------------------
3. IBM { * } { * } { * } { * } { * } DWD26
----------------------------------------------------------------------------------------------------------------------
4. IBM { * } { * } { * } { * } { * } DWD26
----------------------------------------------------------------------------------------------------------------------
5. IBM { * } { * } { * } { * } { * } DWD26
----------------------------------------------------------------------------------------------------------------------
6. IBM { * } { * } { * } { * } { * } DWD26
----------------------------------------------------------------------------------------------------------------------
7. IBM { * } { * } { * } { * } { * } DWD26
----------------------------------------------------------------------------------------------------------------------
8. IBM { * } { * } { * } { * } { * } DWD26
----------------------------------------------------------------------------------------------------------------------
9. IBM { * } { * } { * } { * } { * } DWD26
----------------------------------------------------------------------------------------------------------------------
10. Microsoft { * } { * } { * } { * } { * } DWD26
----------------------------------------------------------------------------------------------------------------------
11. Tivoli { * } { * } { * } { * } { * } DWD26
----------------------------------------------------------------------------------------------------------------------
12. Tivoli { * } { * } { * } { * } { * } DWD26
----------------------------------------------------------------------------------------------------------------------
13. IBM { * } { * } { * } { * } { * } DWD11
----------------------------------------------------------------------------------------------------------------------
14. IBM { * } { * } { * } { * } { * } DWD11
----------------------------------------------------------------------------------------------------------------------
15. IBM { * } { * } { * } { * } { * } DWD11
----------------------------------------------------------------------------------------------------------------------
16. IBM { * } { * } { * } { * } { * } DWD11
----------------------------------------------------------------------------------------------------------------------
17. IBM { * } { * } { * } { * } { * } DWD11
----------------------------------------------------------------------------------------------------------------------
18. IBM { * } { * } { * } { * } { * } DWD11
----------------------------------------------------------------------------------------------------------------------
19. IBM { * } { * } { * } { * } { * } DWD11
----------------------------------------------------------------------------------------------------------------------
20. IBM { * } { * } { * } { * } { * } DWD11
----------------------------------------------------------------------------------------------------------------------
21 Sequent { * } { * } { * } { * } { * } NOV9
----------------------------------------------------------------------------------------------------------------------
22 BMC Corp. { * } { * } { * } { * } { * } DWD26
----------------------------------------------------------------------------------------------------------------------
23 Axent { * } { * } { * } { * } { * } NOV23
----------------------------------------------------------------------------------------------------------------------
24 Microfocus { * } { * } { * } { * } { * } NOV9
----------------------------------------------------------------------------------------------------------------------
25 Microsoft { * } { * } { * } { * } { * } DWR45
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-17 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
Midrange System Software
----------------------------------------------------------------------------------------------------------------------
Responsibility
---------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------------------------------
26 Microsoft { * } { * } { * } { * } { * } DWR45
----------------------------------------------------------------------------------------------------------------------
27 IBM { * } { * } { * } { * } { * } NOV14
----------------------------------------------------------------------------------------------------------------------
28 Netscape { * } { * } { * } { * } { * } NOV14
----------------------------------------------------------------------------------------------------------------------
29 IBM { * } { * } { * } { * } { * } NOV1
----------------------------------------------------------------------------------------------------------------------
30 IBM { * } { * } { * } { * } { * } NOV40
----------------------------------------------------------------------------------------------------------------------
31 Netscape { * } { * } { * } { * } { * } NOV40
----------------------------------------------------------------------------------------------------------------------
32 IBM { * } { * } { * } { * } { * } NOV40
----------------------------------------------------------------------------------------------------------------------
33 Sun { * } { * } { * } { * } { * } DWD22
----------------------------------------------------------------------------------------------------------------------
34 IBM { * } { * } { * } { * } { * } DWD11
----------------------------------------------------------------------------------------------------------------------
2. DATA NETWORK SERVICES SOFTWARE
With respect to the Software described in this Article 2 of this
Schedule E, neither the listing of (or failure to list) Software
modules, nor any designation of "Oper", "Fin", "Maint" or "Dev"
responsibility to a Party (as such responsibilities are further
described in the footnotes at the end of this Schedule E), shall in any
way imply any ownership rights of a Party or third party to the
corresponding Software listed (or failed to be listed). Ownership of
Software shall be determined pursuant to Article 7 of the Agreement.
The Parties also acknowledge that the listings in this Article 2 may
include modules not used to support the Services. Based on module
descriptions to be provided by IBM pursuant to Section 7.2(e) of the
Agreement, the Parties will revise and update the listings in this
Article 2 to reflect only those modules used in conjunction with the
Services.
----------------------------------------------------------------------------------------------------------------------
TIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
---------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------
AT&T Global { * } { * } { * } { * } { * }
Network
Solutions,
L.L.C. ("AGNS")
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-18 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
TIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
---------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-19 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
TIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
---------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-20 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
TIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
-----------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------
MIG and FIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
-----------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-21 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
MIG and FIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
-----------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-22 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
MIG and FIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
-----------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidentail
E-23 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
MIG and FIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
-----------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-24 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
MIG and FIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
-----------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-25 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
MIG and FIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
-----------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------
LIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
-----------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
RS/6000 component: The following are modules written in C language for the AIX operating system. The following list
includes source code modules (.c) and header files (.h)
----------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-26 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
LIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
-----------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-27 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
LIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
-----------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-28 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
LIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
-----------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-29 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
LIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
-----------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-30 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
LIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
-----------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-31 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
LIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
---------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-32 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
LIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
---------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-33 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
LIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
---------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-34 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
LIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
---------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-35 Final Execution Draft
---------------------------------------------------------------------------------------------------------
LIG Software Modules
---------------------------------------------------------------------------------------------------------
Responsibility
-------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-36 Final Execution Draft
---------------------------------------------------------------------------------------------------------
LIG Software Modules
---------------------------------------------------------------------------------------------------------
Responsibility
---------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
---------------------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-37 Final Execution Draft
--------------------------------------------------------------------------------------------------------------
LIG Software Modules
--------------------------------------------------------------------------------------------------------------
Responsibility
-----------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------- ------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-38 Final Execution Draft
--------------------------------------------------------------------------------------------------------------
LIG Software Modules
--------------------------------------------------------------------------------------------------------------
Responsibility
-----------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------- ------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-39 Final Execution Draft
--------------------------------------------------------------------------------------------------------------
LIG Software Modules
--------------------------------------------------------------------------------------------------------------
Responsibility
-----------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------- ------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-40 Final Execution Draft
-----------------------------------------------------------------------------------------------------------------------
LIG Software Modules
-----------------------------------------------------------------------------------------------------------------------
Responsibility
------------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------- ------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-41 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
LIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
------------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-42 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
LIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
------------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-43 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
LIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
------------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-44 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
LIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
------------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-45 Final Execution Draft
---------------------------------------------------------------------------------------------------------------
LIG Software Modules
---------------------------------------------------------------------------------------------------------------
Responsibility
---------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
________________________________________________________________________________
Schedule E to Services Agreement MSDW/IBM Confidential
E-46 Final Execution Draft
---------------------------------------------------------------------------------------------------------------
LIG Software Modules
---------------------------------------------------------------------------------------------------------------
Responsibility
---------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
________________________________________________________________________________
Schedule E to Services Agreement MSDW/IBM Confidential
E-47 Final Execution Draft
---------------------------------------------------------------------------------------------------------------
LIG Software Modules
---------------------------------------------------------------------------------------------------------------
Responsibility
---------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
________________________________________________________________________________
Schedule E to Services Agreement MSDW/IBM Confidential
E-48 Final Execution Draft
---------------------------------------------------------------------------------------------------------------
LIG Software Modules
---------------------------------------------------------------------------------------------------------------
Responsibility
---------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
________________________________________________________________________________
Schedule E to Services Agreement MSDW/IBM Confidential
E-49 Final Execution Draft
---------------------------------------------------------------------------------------------------------------
LIG Software Modules
---------------------------------------------------------------------------------------------------------------
Responsibility
---------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------
________________________________________________________________________________
Schedule E to Services Agreement MSDW/IBM Confidential
E-50 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
LIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
--------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-51 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
LIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
--------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-52 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
LIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
--------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-53 Final Execution Draft
----------------------------------------------------------------------------------------------------------------------
LIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
--------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
E-54 Final Execution Draft
-----------------------------------------------------------------------------------------------------------
LIG Software Modules
-----------------------------------------------------------------------------------------------------------
Responsibility
-----------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
Final Execution Draft
E-55
-----------------------------------------------------------------------------------------------------------
LIG Software Modules
-----------------------------------------------------------------------------------------------------------
Responsibility
-----------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
-----------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
Final Execution Draft
E-56
----------------------------------------------------------------------------------------------------------------------
LIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
-------------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
NAS API (3Com chassis) component: The following are modules written in C language for the VRTX embedded operating
system. List includes source code modules (.c) and header files (.h)
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
Final Execution Draft
E-57
----------------------------------------------------------------------------------------------------------------------
LIG Software Modules
----------------------------------------------------------------------------------------------------------------------
Responsibility
-------------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------
Certain Other Software
----------------------------------------------------------------------------------------------------------------------
Responsibility
-------------------------------------------
Item Vendor Software Name/Description Oper/1/ Fin/2/ Maint/3/ Dev/4/ Add'l
No. Info/5/
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
AGNS { * } { * } { * } { * } { * }
----------------------------------------------------------------------------------------------------------------------
Notes:
/1/ "Oper" means operational responsibility for the corresponding Software
listed in this Schedule.
/2/ "Fin" means financial responsibility for license fees, maintenance charges,
and any other related charges for the corresponding Software listed in this
Schedule.
/3/ "Maint" means maintenance responsibility, including applying fixes,
corrections, and minor enhancements (but not necessarily the financial
responsibility for such) for the corresponding Software listed in this Schedule.
/4/ "Dev" means development responsibility, including the programming of any
regulatory/statutory mandated changes, version upgrades, or major enhancements
(but not necessarily the financial responsibility for such) for the
corresponding Software listed in this Schedule.
/5/ Corresponding SSA number.
*** The Party that owns this module will have financial and development
responsibility for corresponding module, as described in footnotes 2 and 4
above, respectively.
--------------------------------------------------------------------------------
Schedule E to Services Agreement MSDW/IBM Confidential
Final Execution Draft
E-58
SCHEDULE F
Approved Subcontractors
(a) { * }
(b) { * }
(c) { * }
--------------------------------------------------------------------------------
Schedule F to Services Agreement MSDW/IBM Confidential
F-1 Final Execution Copy
SCHEDULE G
Termination/Expiration Assistance
1. INTRODUCTION ........................................................ G - 1
2. GENERAL ............................................................. G - 1
3. PRE-MIGRATION SERVICES .............................................. G - 1
4. MIGRATION SERVICES .................................................. G - 2
5. POST-MIGRATION SERVICES ............................................. G - 3
--------------------------------------------------------------------------------
Schedule G to Services Agreement MSDW/IBM Confidential
G-i Final Execution Copy
1. INTRODUCTION
In addition to the obligations set forth in Section 21.4 of the Agreement,
Termination/Expiration Assistance shall include the assistance and Services
described in this Schedule G.
2. GENERAL
IBM shall provide MSDW or its designee such assistance as is necessary to
facilitate the orderly transition of the Services to MSDW or its designee.
The Termination/Expiration Assistance to be provided by IBM to MSDW or its
designee shall include the following:
(a) IBM shall cooperate with MSDW or its designee and shall assist in
the preparation and implementation of a plan for the migration of
the Services from IBM to MSDW or to its designee following
termination (in whole or in part) or expiration, as applicable,
of the Agreement (such migration the "Migration").
(b) IBM shall provide to applicable personnel of MSDW and its
designee training in the performance of the Services that are to
be migrated following expiration or termination of the Agreement.
(c) IBM shall provide MSDW or its designee with such information
regarding the Services as is necessary or prudent in order for
MSDW or its designee to assume responsibility for, and continue
the performance of, the Services in an orderly manner. Such
information shall include (i) router table Software, data and
congifurations, and (ii) identifying a project manager, who will
distribute a listing of key support contacts (names and telephone
numbers) of IBM Personnel associated with the
Termination/Expiration Assistance project.
(d) MSDW or its designee shall provide IBM necessary information
regarding the Migration of, and other relevant information
pertaining to, the Termination/Expiration Assistance project.
Such information shall include identifying a project manager, who
will serve as a focal point for MSDW and its designee with regard
to the Migration and Termination/Expiration Assistance project.
3. PRE-MIGRATION SERVICES
IBM's pre-Migration responsibilities with respect to Termination/Expiration
Assistance shall include the following:
(a) Identifying, recording and providing to MSDW or its designee
release levels for Systems Software.
(b) Reviewing all test and production Software libraries with MSDW's
or its designee's operations staff.
(c) Assisting MSDW or its designee in the analysis of the storage
space required for Software libraries.
--------------------------------------------------------------------------------
Schedule G to Services Agreement MSDW/IBM Confidential
G-1 Final Execution Copy
(d) Assisting MSDW or its designee in transferring and/or
establishing naming conventions, including, as requested by MSDW,
providing documentation regarding the naming conventions used by
IBM in providing the Services.
(e) Unless otherwise requested by MSDW, freezing Systems Software
changes other than maintenance modifications necessary to address
processing problems or to implement regulatory changes.
(f) As requested by MSDW, providing to MSDW or its designee multiple
tape copies of MSDW's DASD volumes, including, as applicable,
files, data sets, programs, and load modules. MSDW shall be
financially responsible for the tapes on which IBM will copy such
DASD volumes.
(g) Pursuant to Section 4.5(b) of Schedule A, providing asset
listings for all Equipment used by IBM and primarily used for
providing the Services.
(h) Providing and coordinating assistance to MSDW or its designee in
notifying relevant vendors of the procedures to be followed
during the Migration.
(i) Providing a listing of all { * }.
(j) Providing to MSDW or its designee reasonable access to IBM
employees performing (or who were performing) the Services (or to
an IBM representative familiar with the provision of the relevant
Services).
(k) Providing to MSDW or its designee copies of documentation that is
owned by or licensed to MSDW and used by IBM in performing the
Services.
(l) Reviewing and explaining the Procedures Manual to MSDW's or its
designee's operations staff.
(m) Providing for the orderly hand-off of ongoing projects or, at
MSDW's option, a reasonable bridge services agreement to complete
projects after termination (in whole or in part) or expiration of
the Agreement, as applicable.
(n) Providing to MSDW or its designee, at MSDW's request, applicable
End User profiles from the Help Desk and applicable requested
problem management records as such profiles and records exist as
of the effective date of the termination or expiration.
4. MIGRATION SERVICES
IBM's Migration responsibilities with respect to Termination/Expiration
Assistance shall include the following:
(a) In conjunction with MSDW, conducting rehearsal(s) of the
Migration prior to cutover at a mutually agreeable time.
(b) Unloading all requested MSDW Data and other MSDW Confidential
Information from the systems used to provide the Services;
returning to MSDW
--------------------------------------------------------------------------------
Schedule G to Services Agreement MSDW/IBM Confidential
G-2 Final Execution Copy
or providing to its designee all MSDW Data and other MSDW
Confidential Information.
(c) Transferring responsibility to MSDW or its designee for off-site
tape and document storage.
(d) Delivering tapes or other media containing MSDW-requested data
files (with content listing) and printouts of control file
information to MSDW or its designee.
(e) Providing reasonable assistance to MSDW or its designee, as
appropriate, in loading the data files.
(f) Providing reasonable assistance to MSDW or its designee with the
turnover of operational responsibility, including providing
reasonable assistance and cooperation in the execution of
parallel operation testing.
(g) Providing all Source Code, object code and related documentation
in IBM's possession that relates to MSDW Software and, subject to
MSDW's and IBM's rights and obligations with respect to Software
as defined in the Agreement, providing any other Software that is
licensed to MSDW under the Agreement or that MSDW is otherwise
authorized to use.
5. POST-MIGRATION SERVICES
After the Migration, IBM shall provide additional assistance { * }.
--------------------------------------------------------------------------------
Schedule G to Services Agreement MSDW/IBM Confidential
G-3 Final Execution Copy
SCHEDULE H
SSAs and Certain Other Documents
---------------------------------------------------------------------------------------------------------------------------
SSA# Description Additonal SSA
Information Status
(See Footnotes
Below)
---------------------------------------------------------------------------------------------------------------------------
DWD2 MSDW Payroll Check Bundling Executed
---------------------------------------------------------------------------------------------------------------------------
DWD2 MSDW Payroll Check Bundling Footnote 4 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
DWD3 Inter-Metropolitan/Slow Speed SNA Services Executed
---------------------------------------------------------------------------------------------------------------------------
DWD4 { * } Workstation Adds, Moves and Changes Executed
---------------------------------------------------------------------------------------------------------------------------
DWD5 IBM Mail Exchange Executed
---------------------------------------------------------------------------------------------------------------------------
DWD5 IBM Mail Exchange Footnote 4 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
DWD6 MSDW Postage Payments Executed
---------------------------------------------------------------------------------------------------------------------------
DWD6 MSDW Postage Payments Footnote 4 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
DWD9 Dial-IP Services Footnote 2 Executed
---------------------------------------------------------------------------------------------------------------------------
DWD10 MICR / Insertion / Presort Processing Executed
---------------------------------------------------------------------------------------------------------------------------
DWD10 MICR / Insertion / Presort Processing Footnote 4 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
DWD11 9371 Remote Print Configuration Executed
---------------------------------------------------------------------------------------------------------------------------
DWD13 { * } Software Support Executed
---------------------------------------------------------------------------------------------------------------------------
DWD13 { * } Software Support Footnote 4 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
DWD15 Workstation Billing for IBM Equipment Executed
---------------------------------------------------------------------------------------------------------------------------
DWD16 Commercial Network Services (NS) Traffic Executed
---------------------------------------------------------------------------------------------------------------------------
DWD19 STEDI Pricing Executed
---------------------------------------------------------------------------------------------------------------------------
DWD19 STEDI Pricing Footnote 4 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
DWD20 { * } Product Support Executed
---------------------------------------------------------------------------------------------------------------------------
DWD23 { * } Product Support Executed
---------------------------------------------------------------------------------------------------------------------------
DWD27 { * } Services Executed
---------------------------------------------------------------------------------------------------------------------------
DWD29 Corporate Web Site (NT Model 704 Platform) Executed
---------------------------------------------------------------------------------------------------------------------------
DWD31 Video Conferencing Service Executed
---------------------------------------------------------------------------------------------------------------------------
DWD32 { * } Firewall Service Executed
---------------------------------------------------------------------------------------------------------------------------
DWD33 { * } Corporate Dial Service Footnotes 2 Executed
---------------------------------------------------------------------------------------------------------------------------
DWR1 { * } Executed
---------------------------------------------------------------------------------------------------------------------------
DWR 1 { * } Footnote 4 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
DWR2 Connect Direct Executed
---------------------------------------------------------------------------------------------------------------------------
DWR2 Connect Direct Footnote 4 Executed
Amendment 2
---------------------------------------------------------------------------------------------------------------------------
DWR3 ICS Statement Insertion Processing Executed
---------------------------------------------------------------------------------------------------------------------------
Schedule H to Services Agreement H-1 MSDW/IBM Confidential
Final Updated 08/29/2000
---------------------------------------------------------------------------------------------------------------------------
SSA# Description Additonal SSA
Information Status
(See Footnotes
Below)
---------------------------------------------------------------------------------------------------------------------------
DWR3 ICS Statement Insertion Processing Footnote 4 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
DWR3 ICS Statement Insertion Processing Footnote 4 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
DWR5 NASDAQ Feed Executed
---------------------------------------------------------------------------------------------------------------------------
DWR5 NASDAQ Feed Footnote 4 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
DWR7 TCAM Dedicated DASD Executed
---------------------------------------------------------------------------------------------------------------------------
DWR7 TCAM Dedicated DASD Footnote 1
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
DWR9 Non Class 1 DASD in Columbus Executed
---------------------------------------------------------------------------------------------------------------------------
DWR10 { * } Executed
---------------------------------------------------------------------------------------------------------------------------
DWR12 CPU to CPU Batch Executed
---------------------------------------------------------------------------------------------------------------------------
DWR12 CPU to CPU Batch Footnote 1
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
DWR13 TPS Dedicated DASD Executed
---------------------------------------------------------------------------------------------------------------------------
DWR13 TPS Dedicated DASD Footnote 1
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
DWR14 Xxxx Xxxxxx Trust Executed
---------------------------------------------------------------------------------------------------------------------------
DWR15 { * } Executed
---------------------------------------------------------------------------------------------------------------------------
DWR19 { * } Facility Executed
---------------------------------------------------------------------------------------------------------------------------
DWR20 Subarea 9 TIC Executed
---------------------------------------------------------------------------------------------------------------------------
DWR20 Subarea 9 TIC Footnote 4 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
DWR21 Corporate Internet Dial Footnote 2 Executed
---------------------------------------------------------------------------------------------------------------------------
DWR21 Corporate Internet Dial Footnote 3 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
DWR22 MVS Download Executed
---------------------------------------------------------------------------------------------------------------------------
XXX00 XXXXX Executed
---------------------------------------------------------------------------------------------------------------------------
DWR23 TRLAN Footnote 4 Executed
---------------------------------------------------------------------------------------------------------------------------
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
DWR24 Insertion Processing Executed
---------------------------------------------------------------------------------------------------------------------------
DWR26 CD Rom Footnote 3 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
DWR27 Investment Consulting Service Mutual Fund Wrap Client Executed
Statements
---------------------------------------------------------------------------------------------------------------------------
DWR28 Portfolio Architecture Client Statements Executed
---------------------------------------------------------------------------------------------------------------------------
DWR29 { * } Recovery Center data Communications Service Executed
---------------------------------------------------------------------------------------------------------------------------
DWR30 Service to install a new subarea, B47 Executed
---------------------------------------------------------------------------------------------------------------------------
DWR30 Service to install a new subarea, B47 Footnote 1
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
DWR31 MDNS for the DWR Branch Office Network Executed
---------------------------------------------------------------------------------------------------------------------------
DWR32 Hand Insertion Processing Executed
---------------------------------------------------------------------------------------------------------------------------
DWR33 MDNS { * } Executed
---------------------------------------------------------------------------------------------------------------------------
DWR34 { * } to IBM Executed
---------------------------------------------------------------------------------------------------------------------------
Schedule H to Services Agreement H-2 MSDW/IBM Confidential
Final Updated 08/29/2000
---------------------------------------------------------------------------------------------------------------------------
SSA# Description Additonal SSA
Information Status
(See Footnotes
Below)
---------------------------------------------------------------------------------------------------------------------------
MDNS Network in Support of XXX
---------------------------------------------------------------------------------------------------------------------------
XXX00 CICS Test Region Service Executed
---------------------------------------------------------------------------------------------------------------------------
DWR36 MVS Isolated Test Logical Partition Service Executed
---------------------------------------------------------------------------------------------------------------------------
DWR37 Exchange Communications Service Executed
---------------------------------------------------------------------------------------------------------------------------
DWR38 { * } Install CD-ROM Replications Executed
---------------------------------------------------------------------------------------------------------------------------
DWR43 { * } Software Support Services Executed
---------------------------------------------------------------------------------------------------------------------------
DWR44 { * } Data Center Upgrade Executed
---------------------------------------------------------------------------------------------------------------------------
DWR45 401K Web Hosting Services Executed
---------------------------------------------------------------------------------------------------------------------------
DWR45 401K Web Hosting Services Footnote 3 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
DWR45 401K Web Hosting with ILX Footnote 3 Executed
Amendment 2
---------------------------------------------------------------------------------------------------------------------------
XXX00 XX Web Design Executed
---------------------------------------------------------------------------------------------------------------------------
DWR47 IBM Global Services { * } Software Executed
---------------------------------------------------------------------------------------------------------------------------
DWR47 IBM Global Services { * } Software Footnote 3 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
DWR47 IBM Global Services { * } Software Footnote 3 Executed
Amendment 2
---------------------------------------------------------------------------------------------------------------------------
DWR51 Output Statements Processing Enhancements Service Executed
---------------------------------------------------------------------------------------------------------------------------
DWR51 Output Statements Processing Enhancements Service Footnote 3 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
DWR52 { * } Data Center Move Service Executed
---------------------------------------------------------------------------------------------------------------------------
XXX00 XX Web Hosting Service for XxxxXxxxxx.xxx Executed
---------------------------------------------------------------------------------------------------------------------------
DWR54 { * } Software Enhancements Executed
---------------------------------------------------------------------------------------------------------------------------
DWR55 { * } Software Support Service Executed
---------------------------------------------------------------------------------------------------------------------------
DWR56 { * } Software Installation Support Executed
---------------------------------------------------------------------------------------------------------------------------
DWR57 Dial Backup Gateway Service Executed
---------------------------------------------------------------------------------------------------------------------------
DWR58 Interconnect Gateway and Firewall Service Executed
---------------------------------------------------------------------------------------------------------------------------
DWR58 Interconnect Gateway & Firewall Footnote 3 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
DWR59 { * } Internet / Intranet Access Services Executed
---------------------------------------------------------------------------------------------------------------------------
DWR60 Print Contingency Service Footnote 3 Executed
---------------------------------------------------------------------------------------------------------------------------
NOV1 Host Content Server Executed
---------------------------------------------------------------------------------------------------------------------------
NOV1 Host Content Server Footnote 4 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
NOV2 Backup Service for Riverwoods Print Resource Libraries Executed
---------------------------------------------------------------------------------------------------------------------------
NOV3 { * } Software by { * } Executed
---------------------------------------------------------------------------------------------------------------------------
NOV4 E-mail Backup Tape Degaussing Executed
---------------------------------------------------------------------------------------------------------------------------
NOV4 E-mail Backup Tape Degaussing Footnote 4 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
NOV7 Optical Library Storage Service Executed
---------------------------------------------------------------------------------------------------------------------------
NOV7 Optical Library Storage Service Footnote 4 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
NOV7 Optical Library Storage Service Footnote 4 Executed
Amendment 2
---------------------------------------------------------------------------------------------------------------------------
Schedule H to Services Agreement H-3 MSDW/IBM Confidential
Final Updated 08/29/2000
---------------------------------------------------------------------------------------------------------------------------
SSA# Description Additonal SSA
Information Status
(See Footnotes
Below)
---------------------------------------------------------------------------------------------------------------------------
NOV8 CICS QA Regions Executed
---------------------------------------------------------------------------------------------------------------------------
NOV8 CICS QA Regions Footnote 4 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
NOV9 Sequent Support Services Executed
---------------------------------------------------------------------------------------------------------------------------
NOV9 Sequent Support Services Footnote 3 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
NOV11 Expedited Tape Shipments Executed
---------------------------------------------------------------------------------------------------------------------------
NOV11 Expedited Tape Shipments Footnote 4 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
NOV14 Backup Content Hosting Services Executed
---------------------------------------------------------------------------------------------------------------------------
NOV14 Backup Content Hosting Services Footnote 4 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
NOV16 Remote Network Print Host Services at DFS Utah Print Executed
---------------------------------------------------------------------------------------------------------------------------
NOV18 Long Distance Service for { * } Executed
---------------------------------------------------------------------------------------------------------------------------
NOV19 Services Management System Executed
---------------------------------------------------------------------------------------------------------------------------
NOV21 Fast Ethernet Infrastructure Solution Executed
---------------------------------------------------------------------------------------------------------------------------
NOV22 Frame Relay Network Executed
---------------------------------------------------------------------------------------------------------------------------
NOV22 Frame Relay Network Footnote 3 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
NOV22 Frame Relay Network Footnote 3 Executed
Amendment 2
---------------------------------------------------------------------------------------------------------------------------
NOV22 Frame Relay Network Footnote 3 Executed
Amendment 4
---------------------------------------------------------------------------------------------------------------------------
NOV22 Frame Relay Network Footnote 3 Executed
Amendment 5
---------------------------------------------------------------------------------------------------------------------------
NOV22 Frame Relay Network Footnote 3 Executed
Amendment 6
---------------------------------------------------------------------------------------------------------------------------
NOV23 Enterprise Security Manager and Internet Safe Suite Executed
Implementation
---------------------------------------------------------------------------------------------------------------------------
NOV24 IP Enhanced Merchant Interface Gateway Services Executed
---------------------------------------------------------------------------------------------------------------------------
NOV27 LAN based Mail Gateway Service Executed
---------------------------------------------------------------------------------------------------------------------------
NOV29 { * } RISC System 6000 Executed
---------------------------------------------------------------------------------------------------------------------------
NOV32 IBM Workgroup Service Footnote 2 Executed
---------------------------------------------------------------------------------------------------------------------------
NOV37 Year 2000 Enterprise Test Logical Partition (LPAR) Executed
---------------------------------------------------------------------------------------------------------------------------
NOV37 Year 2000 Enterprise Test Logical Partition (LPAR) Footnote 4 Executed
Amendment 1
---------------------------------------------------------------------------------------------------------------------------
NOV38 Application Systems (AS) Installation Services Executed
---------------------------------------------------------------------------------------------------------------------------
NOV39 CD/ROM Services Executed
---------------------------------------------------------------------------------------------------------------------------
NOV40 { * } Footnote 2 Executed
---------------------------------------------------------------------------------------------------------------------------
NOV42 Year 2000 Merchant Test Logical Partition (LPAR) Executed
---------------------------------------------------------------------------------------------------------------------------
NOV43 { * } Alternative Host Platform Services Executed
---------------------------------------------------------------------------------------------------------------------------
NOV44 { * } Application Enablement Executed
---------------------------------------------------------------------------------------------------------------------------
NOV45 { * } Executed
---------------------------------------------------------------------------------------------------------------------------
NOV46 Enterprise Information Management Platform Service in Footnote 1
the IBM Columbus Data Center
---------------------------------------------------------------------------------------------------------------------------
NOV49 { * } Software Installation Executed
---------------------------------------------------------------------------------------------------------------------------
Schedule H to Services Agreement H-4 MSDW/IBM Confidential
Final Updated 08/29/2000
---------------------------------------------------------------------------------------------------------------------------
SSA# Description Additonal SSA
Information Status
(See Footnotes
Below)
---------------------------------------------------------------------------------------------------------------------------
NOV50 { * } Backup Storage Service Executed
---------------------------------------------------------------------------------------------------------------------------
Schedule H to Services Agreement H-5 MSDW/IBM Confidential
Final Updated 08/29/2000
/1/ As of the Effective Date, IBM is providing Services under these SSAs,
however the Parties have not yet agreed upon all of the terms applicable to
these SSAs. The Parties will work in good faith to agree upon such terms by
August 31, 2000.
/2/ For the purposes of Section 7.6 of Schedule C, payments by MSDW under these
SSAs shall be deemed payments for New Services and shall contribute to the
satisfaction of MSDW's obligations set forth in Section 7.6 of Schedule C.
/3/ Additional SSAs and Amendments may be executed after the Effective Date of
the Agreement. For the purposes of Section 7.6 of Schedule C, payments by MSDW
under these SSAs and Amendments shall be deemed payments for New Services and
shall contribute to the satisfaction of MSDW's obligations set forth in Section
7.6 of Schedule C.
/4/ Additional SSA Amendments will be executed for existing SSAs after the
Effective Date of the Agreement, these Amendments extend the term of the current
SSA only and/or change pricing for the services provided under the SSA and shall
not be considered for payments of New Services under Section 7.6 of Schedule C.
Schedule H to Services Agreement H-6 MSDW/IBM Confidential
Final Updated 08/29/2000
SCHEDULE I
New Services Amendment Form
Attached to this Schedule I and incorporated by reference herein is the form to
be utilized, pursuant to Section 12.4(b)(ii) of the Agreement, for any New
Services Amendment.
--------------------------------------------------------------------------------
Schedule I to Services Agreement MSDW/IBM Confidential
Final Execution Copy
I-1
----------------
NSA Number:
----------------
NEW SERVICES AMENDMENT
This New Services Amendment, number _________________, (NSA) is entered into
initially between Xxxx Xxxxxx Xxxxxxxx, a Delaware corporation with a place of
business located at Xxx Xxxxx Xxxxx Xxxxxx, Xxx Xxxx, Xxx Xxxx 00000 ("DWR") or
Discover Financial Services, Inc., a Delaware corporation with a place of
business located at 0000 Xxxx Xxxx Xxxx, Xxxxxxxxxx, Xxxxxxxx 00000 ("DFS"), and
International Business Machines Corporation, a New York corporation with its
principal place of business located at Xxx Xxxxxxx Xxxx, Xxxxxx, Xxx Xxxx 00000
("IBM") as of ____________________ (the "Initial NSA Date"). For the purposes of
this NSA, DWR/DFS agrees to adopt the terms of that certain Services Agreement,
dated July 1, 1999, between MSDW and IBM (the "Agreement"), subject to the
changes described herein. Capitalized terms not defined in this New Services
Amendment shall have the meanings given them in the Agreement. Except as
expressly provided in this New Services Amendment, the terms and conditions of
the Agreement shall remain in full force and effect. Although DWR/DFS and IBM
will be bound to this NSA as of the Initial NSA Date, Xxxxxx Xxxxxxx Xxxx Xxxxxx
& Co., a Delaware corporation with a place of business located at 0000 Xxxx Xxxx
Xxxx, Xxxxxxxxxx, Xxxxxxxx 00000 ("MSDW") will not be bound to this NSA unless
and until MSDW executes this NSA on its own behalf. Upon such execution, this
NSA shall be entered into between MSDW and IBM. When MSDW is presented with this
NSA, MSDW agrees to review it promptly and inform IBM whether it is acceptable
to MSDW. If MSDW does not execute this NSA within { * } following its delivery,
the parties may agree to extend the review period beyond { * }. In the event
MSDW does not execute this NSA within { * } following its delivery or before the
expiration of a documented extension date, then this NSA will be deemed rejected
by MSDW as of the date such execution was due ("Rejection Date"). After the
Rejection Date, either Party may elect to terminate this NSA by providing the
other Party with at least { * } advance written notice. DWR/DFS agrees to pay
IBM for Services rendered pursuant to this NSA through the termination date.
Additionally, DWR/DFS will pay Termination Charges if any, as set forth in
Exhibit 2 to this NSA. If written notice of termination is not sent by either
Party within { * } following the Rejection Date, then IBM and DWR/DFS will each
be bound to this NSA for its term.
1. TERM
This New Services Amendment shall be effective as of the Initial NSA Date
specified above and shall continue until the earlier of (a) __________, (b) the
date that each Party's obligations under this New Services Amendment have been
fully performed in accordance with this New Services Amendment and the
Agreement, (c) termination by MSDW for any reason and without cause upon { * }
prior written notice to IBM subject to the termination for convenience charges,
if any, specified in Exhibit 2 of this New Services Amendment, or (d)
termination by either Party upon { * } prior written notice to the other Party
following the Rejection Date.
2. SCOPE OF NEW SERVICES
In addition to the Services described elsewhere in the Agreement, IBM shall
perform the additional services, functions and responsibilities described in
Exhibit 1 of this New Services Amendment (which is hereby incorporated into this
New Services Amendment by this reference). Such services, functions and
responsibilities shall be deemed "Services" under the Agreement.
3. CHARGES
In the event that Section 12.4(a) of the Agreement applies to the services,
functions and responsibilities set forth in Exhibit 1 of this New Services
Amendment, then the adjustment to the charges under the Agreement for such
services, functions and responsibilities shall be determined pursuant to
Subsections 12.4(a) and (e) of the Agreement. In the event that Section 12.4(b)
of the Agreement applies to the services, functions and responsibilities set
forth in Exhibit 1 of this New Services Amendment, then the adjustment to the
charges under the Agreement for such services, functions and responsibilities
shall be as described in Exhibit 2 of this New Services
--------------------------------------------------------------------------------
New Services Amendment to MSDW/IBM Confidential
Services Agreement
1
-----------
NSA Number:
-----------
Amendment (which is hereby incorporated into this New Services Amendment by this
reference), subject to Subsections 12.4(b) and (e) of the Agreement.
--------------------------------------------------------------------------------
New Services Amendment to MSDW/IBM Confidential
Services Agreement
2
-----------
NSA Number:
-----------
4. EXECUTION AND SIGNATURE BY MSDW BUSINESS UNIT REPRESENTATIVES
Although not required, this New Services Amendment may be signed by one or more
representatives of MSDW Business Units, however notwithstanding any signature by
such representatives, this New Services Amendment shall be neither valid nor
binding upon MSDW unless executed by the MSDW Contract Executive. The Parties
agree that signature by DWR/DFS shall bind DWR/DFS to the obligations of this
New Services Amendment and to the Agreement for an interim period until the
signature of the MSDW Contract Executive is provided, and shall subject DWR/DFS
to liability under the Agreement during such interim period.
XXXXXX XXXXXXX XXXX XXXXXX & CO. INTERNATIONAL BUSINESS MACHINES
CORPORATION
By:__________________________ By:__________________________
Printed:_____________________ Printed:_____________________
Title:_______________________ Title:_______________________
Date:________________________ Date:________________________
Xxxx Xxxxxx Xxxxxxxx or Discover Financial Services, Inc.
By:__________________________
Printed:_____________________
Title:_______________________
Date:________________________
MSDW BUSINESS UNIT
By:__________________________
Printed:_____________________
Title:_______________________
Date:________________________
--------------------------------------------------------------------------------
New Services Amendment to MSDW/IBM Confidential
Services Agreement
3
------------
NSA Number:
------------
EXHIBIT 1
[Describe here the new services, functions and responsibilities of IBM and MSDW,
and any unique terms and conditions applicable to such services, functions and
responsibilities.]
--------------------------------------------------------------------------------
Exhibit 1 to New Services Amendment to MSDW/IBM Confidential
Services Agreement
------------
NSA Number:
------------
EXHIBIT 2
[Describe adjustment to charges here, if this Exhibit 2 is applicable pursuant
to article 3 of the New Services Amendment.]
--------------------------------------------------------------------------------
Exhibit 2 to New Services Amendment to MSDW/IBM Confidential
Services Agreement
SCHEDULE J
Equipment
1. IPSS SERVICES EQUIPMENT
--------------------------------------------------------------------------------
MSDW Equipment at IBM Facilities (Midrange Equipment)
--------------------------------------------------------------------------------
Item Type and Model Number Serial Number Network Additional
Number Description Address Information
--------------------------------------------------------------------------------
1 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
2 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
3 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
4 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
5 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
6 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
7 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
8 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
9 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
10 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
11 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
12 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
13 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
14 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
15 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
16 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
17 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
18 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
19 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
20 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
21 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
22 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
23 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
24 { * } { * } { * } { * } SEQUENT
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule J to Services Agreement MSDW/IBM Confidential
J-1 Final Execution Copy
------------------------------------------------------------------------------------------------------
IBM Equipment at MSDW Facilities (Mainframe Equipment)
------------------------------------------------------------------------------------------------------
Item Type and Description Model Number Serial Number Location Additional
Number Information
------------------------------------------------------------------------------------------------------
1. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
2. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
3. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
4. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
5. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
6. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
7. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
8. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
9. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
10. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
11. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
12. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
13. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
14. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
15. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
16. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
17. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
18. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
19. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
20. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
21. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
22. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
23. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
24. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
25. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
26. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
27. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
28. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
29. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
30. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
31. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
32. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
33. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
34. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
35. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
36. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
37. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
38. { * } { * } { * } { * }
------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule J to Services Agreement MSDW/IBM Confidential
J-2 Final Execution Copy
--------------------------------------------------------------------------------------------------------------
IBM Equipment at MSDW Facilities (Mainframe Equipment)
--------------------------------------------------------------------------------------------------------------
Item Additional
Number Type and Description Model Number Serial Number Location Information
--------------------------------------------------------------------------------------------------------------
39. { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
40. { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
41. { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
42. { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
43. { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
44. { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
45. { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
46. { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
47. { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
48. { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
49. { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
50. { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
51. { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
52. { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
53. { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
54. { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
55. { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
56. { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
57. { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
58. { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------------------------------------
IBM Equipment at IBM Facilities (Mainframe Equipment)
--------------------------------------------------------------------------------------------------------------
Item Additional
Number Type and Description Model Number Serial Number Location Information
--------------------------------------------------------------------------------------------------------------
1. { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
2. { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
3. { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
4. { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
5. { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
6. { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
7. { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
8. { * } { * } { * } { * } { * }
--------------------------------------------------------------------------------------------------------------
9. { * } { * } { * } { * } DWR7/2/
--------------------------------------------------------------------------------------------------------------
10. { * } { * } { * } { * } DWR7/2/
--------------------------------------------------------------------------------------------------------------
11. { * } { * } { * } { * } DWR7/2/
--------------------------------------------------------------------------------------------------------------
12. { * } { * } { * } { * } DWR7/2/
--------------------------------------------------------------------------------------------------------------
13. { * } { * } { * } { * } DWR7/2/
--------------------------------------------------------------------------------------------------------------
14. { * } { * } { * } { * } DWR7/2/
--------------------------------------------------------------------------------------------------------------
15. { * } { * } { * } { * } DWR13
--------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule J to Services Agreement MSDW/IBM Confidential
J-3 Final Execution Copy
--------------------------------------------------------------------------------------------------------------
IBM Equipment at IBM Facilities (Mainframe Equipment)
--------------------------------------------------------------------------------------------------------------
Item Additional
Number Type and Description Model Number Serial Number Location Information
--------------------------------------------------------------------------------------------------------------
16. { * } { * } { * } { * } DWR13/2/
--------------------------------------------------------------------------------------------------------------
17. { * } { * } { * } { * } DWR13/2/
--------------------------------------------------------------------------------------------------------------
18. { * } { * } { * } { * } DWR13/2/
--------------------------------------------------------------------------------------------------------------
19. { * } { * } { * } { * } DWR13/2/
--------------------------------------------------------------------------------------------------------------
20. { * } { * } { * } { * } NOV7/2/
--------------------------------------------------------------------------------------------------------------
21. { * } { * } { * } { * } NOV7/2/
--------------------------------------------------------------------------------------------------------------
22. { * } { * } { * } { * } NOV7/2/
--------------------------------------------------------------------------------------------------------------
23. { * } { * } { * } { * } NOV7/2/
--------------------------------------------------------------------------------------------------------------
24. { * } { * } { * } { * } NOV7/2/
--------------------------------------------------------------------------------------------------------------
25. { * } { * } { * } { * } NOV7/2/
--------------------------------------------------------------------------------------------------------------
26. { * } { * } { * } { * } NOV7/2/
--------------------------------------------------------------------------------------------------------------
27. { * } { * } { * } { * } NOV7/2/
--------------------------------------------------------------------------------------------------------------
28. { * } { * } { * } { * } NOV7/2/
--------------------------------------------------------------------------------------------------------------
29. { * } { * } { * } { * } NOV7/2/
--------------------------------------------------------------------------------------------------------------
30. { * } { * } { * } { * } DWR51/2/
--------------------------------------------------------------------------------------------------------------
31. { * } { * } { * } { * } DWR51/2/
--------------------------------------------------------------------------------------------------------------
32. { * } { * } { * } { * } DWR51/2/
--------------------------------------------------------------------------------------------------------------
33. { * } { * } { * } { * } DWR51/2/
--------------------------------------------------------------------------------------------------------------
34. { * } { * } { * } Shared
--------------------------------------------------------------------------------------------------------------
35. { * } { * } { * } Shared
--------------------------------------------------------------------------------------------------------------
36. { * } { * } { * } Shared
--------------------------------------------------------------------------------------------------------------
37. { * } { * } { * } Shared
--------------------------------------------------------------------------------------------------------------
38. { * } { * } { * } Shared
--------------------------------------------------------------------------------------------------------------
39. { * } { * } { * } Shared
--------------------------------------------------------------------------------------------------------------
40. { * } { * } { * } Shared
--------------------------------------------------------------------------------------------------------------
41. { * } { * } { * } Shared
--------------------------------------------------------------------------------------------------------------
42. { * } { * } { * } Shared
--------------------------------------------------------------------------------------------------------------
43. { * } { * } { * } Shared
--------------------------------------------------------------------------------------------------------------
44. { * } { * } { * } Shared
--------------------------------------------------------------------------------------------------------------
45. { * } { * } { * } Shared
--------------------------------------------------------------------------------------------------------------
46. { * } { * } { * } Shared
--------------------------------------------------------------------------------------------------------------
47. { * } { * } { * } Shared
--------------------------------------------------------------------------------------------------------------
48. { * } { * } { * } Shared
--------------------------------------------------------------------------------------------------------------
49. { * } { * } { * } Shared
--------------------------------------------------------------------------------------------------------------
50. { * } { * } { * } Shared
--------------------------------------------------------------------------------------------------------------
51. { * } { * } { * } Shared
--------------------------------------------------------------------------------------------------------------
52. { * } { * } { * } Shared
--------------------------------------------------------------------------------------------------------------
53. { * } { * } { * } Shared
--------------------------------------------------------------------------------------------------------------
54. { * } { * } { * } Shared
--------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule J to Services Agreement MSDW/IBM Confidential
J-4 Final Execution Copy
---------------------------------------------------------------------------------------------------------------------
IBM Equipment at IBM Facilities (MainFrame Equipment)
---------------------------------------------------------------------------------------------------------------------
Item Type and Description Model Number Serial Number Location Additional
Number Information
---------------------------------------------------------------------------------------------------------------------
55. { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
56. { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
57. { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
58. { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
59. { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
60. { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
61. { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
62. { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
63. { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
64. { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
65. { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
66. { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
67. { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
/1/ Corresponding host number.
/2/ Corresponding SSA number.
---------------------------------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------------------------------
IBM Equipment at IBM Facilities (Midrange Equipment)
---------------------------------------------------------------------------------------------------------------------
Item Type and Description Model Number Serial Number Location Additional
Number Information
---------------------------------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------------------------------
1. { * } { * } { * } { * } DWD11/2/
---------------------------------------------------------------------------------------------------------------------
2. { * } { * } { * } { * } DWD11/2/
---------------------------------------------------------------------------------------------------------------------
3. { * } { * } { * } { * } DWD26/2/
---------------------------------------------------------------------------------------------------------------------
4. { * } { * } { * } { * } DWD26/2/
---------------------------------------------------------------------------------------------------------------------
5. { * } { * } { * } { * } DWD26/2/
---------------------------------------------------------------------------------------------------------------------
6. { * } { * } { * } { * } DWD26/2/
---------------------------------------------------------------------------------------------------------------------
7. { * } { * } { * } { * } DWD26/2/
---------------------------------------------------------------------------------------------------------------------
8. { * } { * } { * } { * } DWD26/2/
---------------------------------------------------------------------------------------------------------------------
9. { * } { * } { * } { * } DWD26/2/
---------------------------------------------------------------------------------------------------------------------
10. { * } { * } { * } { * } DWD26/2/
---------------------------------------------------------------------------------------------------------------------
11. { * } { * } { * } { * } DWD26/2/
---------------------------------------------------------------------------------------------------------------------
12. { * } { * } { * } { * } DWD26/2/
---------------------------------------------------------------------------------------------------------------------
13. { * } { * } { * } { * } DWD26/2/
---------------------------------------------------------------------------------------------------------------------
14. { * } { * } { * } { * } DWD26/2/
---------------------------------------------------------------------------------------------------------------------
15. { * } { * } { * } { * } DWD26/2/
---------------------------------------------------------------------------------------------------------------------
16. { * } { * } { * } { * } DWD26/2/
---------------------------------------------------------------------------------------------------------------------
17. { * } { * } { * } { * } DWD26/2/
---------------------------------------------------------------------------------------------------------------------
18. { * } { * } { * } { * } DWD26/2/
---------------------------------------------------------------------------------------------------------------------
19. { * } { * } { * } { * } DWD26/2/
---------------------------------------------------------------------------------------------------------------------
20. { * } { * } { * } { * } DWD26/2/
---------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule J to Services Agreement MSDW/IBM Confidential
J-5 Final Execution Copy
---------------------------------------------------------------------------------------------------------------------
IBM Equipment at IBM Facilities (Midrange Equipment)
---------------------------------------------------------------------------------------------------------------------
Item Type and Description Model Number Serial Number Location Additional
Number Information
---------------------------------------------------------------------------------------------------------------------
21. { * } { * } { * } { * } DWD26/2/
---------------------------------------------------------------------------------------------------------------------
22. { * } { * } { * } { * } DWD26/2/
---------------------------------------------------------------------------------------------------------------------
23. { * } { * } { * } { * } NOV29/2/
---------------------------------------------------------------------------------------------------------------------
24. { * } { * } { * } { * } NOV29/2/
---------------------------------------------------------------------------------------------------------------------
25. { * } { * } { * } { * } NOV29/2/
---------------------------------------------------------------------------------------------------------------------
26. { * } { * } { * } { * } NOV29/2/
---------------------------------------------------------------------------------------------------------------------
27. { * } { * } { * } { * } NOV43/2/
---------------------------------------------------------------------------------------------------------------------
/1/ Corresponding host number.
/2/ Corresponding SSA number.
---------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule J to Services Agreement MSDW/IBM Confidential
J-6 Final Execution Copy
2. DATA NETWORK SERVICES EQUIPMENT
---------------------------------------------------------------------------------------------------------------------
MSDW Equipment at IBM Facilities
---------------------------------------------------------------------------------------------------------------------
Item Type and Description Model Number Serial Number Location Additional
Number Information
---------------------------------------------------------------------------------------------------------------------
1. { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
2. { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
3. { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
4. { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
5. { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
6. { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
7. { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
8. { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
9. { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
10. { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
11. { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
12. { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
13. { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
14. { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
15. { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
16. { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
17. { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
18. { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
19. { * } { * } { * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------------------------------
IBM Equipment
---------------------------------------------------------------------------------------------------------------------
Item Type and Description Model Number NCP Number Location Shared or
Number Dedicated
---------------------------------------------------------------------------------------------------------------------
1. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
2. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
3. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
4. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
5. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
6. { * } { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
7. { * } { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
8. { * } { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
9. { * } { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
10. { * } { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
11. { * } { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
12. { * } { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
13. { * } { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
14. { * } { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule J to Services Agreement MSDW/IBM Confidential
J-7 Final Execution Copy
---------------------------------------------------------------------------------------------------------------------
IBM Equipment
---------------------------------------------------------------------------------------------------------------------
Item Type and Description Model Number NCP Number Location Shared or
Number Dedicated
---------------------------------------------------------------------------------------------------------------------
15. { * } { * } { * } { * } Shared
---------------------------------------------------------------------------------------------------------------------
16. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
17. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
18. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
19. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
20. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
21. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
22. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
23. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
24. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
25. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
26. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
27. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
28. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
29. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
30. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
31. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
32. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
33. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
34. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
35. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
36. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
37. { * } { * } { * } { * } Dedicated
---------------------------------------------------------------------------------------------------------------------
Additional Equipment used as of the Effective Date to provide Data
Network Services for Xxxx Xxxxxx Xxxxxxxx is set forth in Attachment
J-1 of this Schedule J. Additional Equipment used as of the Effective
Date to provide Data Network Services for Discover and Novus Financial
is set forth in Attachment J-2 of this Schedule J.
--------------------------------------------------------------------------------
Schedule J to Services Agreement MSDW/IBM Confidential
J-8 Final Execution Copy
SCHEDULE K
Sample Audit Summary
The following table is a sample audit summary, the form of which shall be
utilized by IBM pursuant to Section 10.2(b) of the Agreement. Each audit summary
provided pursuant to such Section 10.2(b) shall at a minimum contain information
corresponding to the various column headings set forth in the table below.
------------------------------------------------------------------------------------------------------------------------------------
Audit Summary
------------------------------------------------------------------------------------------------------------------------------------
Area Audit Concern Recommendation Management Response
Reviewed
------------------------------------------------------------------------------------------------------------------------------------
Billing and The billing process was not always followed The billing process needs to be Billing procedures were reviewed
Accounts which caused untimely billing. Two concerns strengthened in order to improve by the IBM Deputy Project
Receivable were noted; (1) the billing was delayed, at controls. Management inspection Executive and updated to reflect
least 1 month, on 9% of the invoices needs to be strengthened to ensure the recommendation. This concern
reviewed and (2) credit and rebill timely and accurate billing. was also raised at the monthly
adjustments were processed on the entire managers' meeting. A letter from
amount of the invoices, instead of partial the IBM Project Executive is
credits. being drafted and will be sent
to all personnel involved, by
07/15.
------------------------------------------------------------------------------------------------------------------------------------
Asset The asset management process was not always The process needs to be properly Assets incorrectly recorded are
Management properly documented or adhered to. Of the documented and administered. currently being corrected. This
hardware assets sampled, 3% were will be completed by 08/31. The
incorrectly recorded. asset mgmt. process has been
updated. The IBM Project
Executive has appointed a person
to do reviews on a periodic
basis to ensure the process is
being administered correctly.
------------------------------------------------------------------------------------------------------------------------------------
Contract The quality assurance process was not Quality assurance reviews must be The process of ensuring a QA
Performance always followed. Three service offerings completed for all future offerings. review is completed prior to
were signed in 1998 without completing the signings has been communicated
required quality assurance review. in a letter from the IBM Project
Executive to the appropriate
personnel.
------------------------------------------------------------------------------------------------------------------------------------
Financial Financial reports/measurements provided to A process needs to be established A process for consistent
Management the Project Executive varied with regard to ensure consistent financial financial reports and
to data, format and timeliness. One reports and measurements are measurements will be documented
department was providing actual revenue provided, including revenue and and communicated. Contract cost
and cost summaries while another department cost plan versus actual analysis. detail reports will be supplied
was providing plan revenue and cost Monthly contract cost detail to the PE monthly. Responsible
summaries. Therefore, a consistent reports should be supplied, for Manager: IBM Deputy Project
detailed plan versus actual analysis was review and analysis Executive. Target Date: 9/15
not being performed. Also, detailed cost
reports were not routinely provided for
review.
------------------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule K to Services Agreement MSDW/IBM Confidential
K-1 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
Vendor Process requirements were not followed. Procurement guidelines need to be A letter from the IBM Project
Relations and A purchase order was established by the enforced and purchase orders owned Executive was sent to all
Accounts project office that allowed other IBM by the project office need to be personnel on 7/10, to reinforce
Payable organizations to obtain services from limited to project office commitment to following
the vendor without generating their activities only. The requirement procurement guidelines.
own purchase order. Also, documentation to maintain documentation to
was not always sufficient to support support invoice payments needs to
invoice payments or demonstrate receipt be enforced and the receipt of
of goods and services. goods and services needs to be
validated.
------------------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule K to Services Agreement MSDW/IBM Confidential
K-2 Final Execution Copy
SCHEDULE L
Certain IBM Competitors
(a) { * }
(b) { * }
(c) { * }
(d) { * }
(e) { * }
(f) { * }
(g) { * }
(h) { * }
(i) { * }
(j) { * }
(k) { * }
(l) { * }
(m) { * }
(n) { * }
(o) { * }
(p) { * }
(q) { * }
(r) { * }
(s) { * }
(t) { * }
--------------------------------------------------------------------------------
Schedule L to Services Agreement MSDW/IBM Confidential
L-1 Final Execution Copy
SCHEDULE M
Certain Leases, Licenses and Contracts
-------------------------------------------------------------------------------------------------------------------
Leases
-------------------------------------------------------------------------------------------------------------------
Item Lessor Description Type/ Serial Monthly Annual Lease Lease
Number Model Number Lease Lease Expiration Number
Expense Expense Date
-------------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------------
None as of the Effective Date
-------------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------------
Licenses
-------------------------------------------------------------------------------------------------------------------
Item Software Description Monthly Licence Annual License
Number Vendor Name Maintenance License Maintenance
Expiration Maintenance Number
Expiration
-------------------------------------------------------------------------------------------------------------------
1 SAS Institute { * }
-------------------------------------------------------------------------------------------------------------------
2 SAS Institute { * }
-------------------------------------------------------------------------------------------------------------------
3 SAS Institute { * }
-------------------------------------------------------------------------------------------------------------------
4 SAS Institute { * }
-------------------------------------------------------------------------------------------------------------------
5 SAS Institute { * }
-------------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------------
Contracts
-------------------------------------------------------------------------------------------------------------------
Item Vendor Name Description Monthly Annual Contract
Number Expense Expense Number
-------------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------------
None as of the Effective Date
-------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule M to Services Agreement MSDW/IBM Confidential
M-1 Final Execution Copy
SCHEDULE N
International Agreements
Those supplements and other agreements executed by MSDW or an MSDW Affiliate and
IBM (f/k/a Advantis) under that certain International Service Provider
Agreement, between Xxxx Xxxxxx Xxxxxxxx, Inc. (an Affiliate of MSDW) and IBM
(f/k/a Advantis), dated March 29, 1995 (such agreement the "ISPA", and such
supplements collectively the "Existing Supplements") shall continue to be
governed by the terms of the ISPA; provided, however, that with respect to the
Existing Supplements, the Parties shall work in good faith to modify the terms
and conditions of the ISPA to be consistent with the terms and conditions of the
Agreement.
For any New Services to be provided internationally to MSDW or MSDW's
Affiliates, the Parties (or the Affiliates of such Parties, if applicable) shall
utilize the form attached to this Schedule N and incorporated by reference
herein (any such agreements for New Services internationally executed after the
Effective Date collectively the "International Services Agreements", and
collectively with the Existing Supplements, the "International Agreements").
Such International Services Agreements are hereby incorporated by this reference
into this Schedule N. Either Party, in its sole discretion, may execute, or
authorize an Affiliate of such Party to execute, International Services
Agreements.
Any amounts paid by MSDW or MSDW's Affiliates for Services provided under any
International Agreements shall be included as part of (a) MSDW Aggregate
Spending, and contribute to MSDW's satisfaction of the Minimum Annual Revenue
Commitment, in accordance with Sections 8.1 and 8.2 of Schedule C; (b) "the
aggregate of all charges incurred for Services", and contribute to the Customer
Surplus Adjustment, in accordance with Section 7.3(a)(ii) of Schedule C; and (c)
"the aggregate of all actual net charges incurred and paid" for purposes of
calculating { * }.
________________________________________________________________________________
Schedule N to Services Agreement MSDW/IBM Confidential
N-1 Final Execution Draft
_____________
ISA Number: _____________
INTERNATIONAL SERVICES AGREEMENT
This International Services Agreement (the "International Services Agreement" or
"ISA"), number ________ and dated ____________________ (the "ISA Date"), is
entered into between __________________________, an Affiliate of MSDW, with a
place of business located at __________________________ (the "MSDW Entity"), and
__________________________, an Affiliate of IBM, with a principal place of
business located at __________________________ (the "IBM Entity"). This ISA
hereby incorporates the terms and conditions of that certain Agreement for
Services between MSDW and IBM, dated July 1, 1999. The MSDW Entity and the IBM
Entity may agree upon additional, unique country-specific terms and conditions
as part of this ISA, which terms and conditions shall be set forth in Appendix 1
of this ISA. Capitalized terms not defined in this ISA shall have the meanings
given them in the Agreement.
1. TERM
This ISA shall be effective as of the ISA Date specified above and
shall continue until the earlier of (a) __________, (b) the date that
the IBM Entity's and the MSDW Entity's obligations under this ISA have
been fully performed in accordance with this ISA, or (c) termination of
this ISA by the MSDW Entity for any reason and without cause upon
thirty (30) days' prior written notice to the IBM Entity subject to the
termination for convenience charges, if any, specified in Appendix 2 of
this ISA.
2. SCOPE OF SERVICES TO BE PROVIDED UNDER THIS ISA
The IBM Entity shall perform the services, functions and
responsibilities described in Appendix 1 of this ISA (which is hereby
incorporated into this ISA by this reference) pursuant to the terms and
conditions of this ISA.
3. CHARGES
The charges for such services, functions and responsibilities shall be
as described in Appendix 2 of this ISA (which is hereby incorporated
into this ISA by this reference), subject to Subsections 12.4(b) and
(e) of the Agreement (as incorporated by reference herein).
MSDW ENTITY IBM ENTITY
Entity:_____________________ Entity:___________________
By:_________________________ By:_______________________
Printed:____________________ Printed:__________________
Title:______________________ Title:____________________
Date:_______________________ Date:_____________________
________________________________________________________________________________
Additional Supplement to Amended and Restated MSDW/IBM Confidential
International Service Provider Agreement AS-1
___________
ISA Number: ___________
APPENDIX 1
[Describe here the services, functions and responsibilities of the IBM Entity
and the MSDW Entity, any Performance Standards, and any unique terms and
conditions applicable to (a) such services, functions and responsibilities, and
(b) foreign countries in which such services, functions and responsibilities may
be provided.]
________________________________________________________________________________
Appendix 2 to International Services Agreement MSDW/IBM Confidential
ISA 1-1
_____________
ISA Number: _____________
APPENDIX 2
[Describe adjustment to charges here, if this Appendix 2 is applicable pursuant
to article 3 of the ISA.]
________________________________________________________________________________
Appendix 2 to International Services Agreement MSDW/IBM Confidential
ISA 2-1
SCHEDULE O
Service Delivery Processes
The following table does not necessarily represent all of the Service delivery
processes utilized by IBM to provide the Services. The Parties shall work
together in good faith to compile a complete list of the Service delivery
processes after the Effective Date.
------------------------------------------------------------------------------------------------------------------------------------
Functional Areas MSDW IBM Descriptions Tools/Requirements
Processes
Cross
Reference
------------------------------------------------------------------------------------------------------------------------------------
NEW COMPUTING TECHNOLOGIES
------------------------------------------------------------------------------------------------------------------------------------
S1 Mid-range Platform Provide Operating System, Database, Security,
Support Connectivity, Operational, and other support
for business processes running on mid-range
servers.
------------------------------------------------------------------------------------------------------------------------------------
1 Host to Host Connectivity & bi-directional data movement { * } File transfer software between mainframe
Connectivity between distributed hosts leveraging current and clients, as well as clients to clients,
technologies and { * } and an { * } host supporting IP, SNA and other protocols - { * }
using { * }, { * } under { * }, and { * } and { * } Client, { * } node w/{ * } adapter
with the { * } as client and { * } host as and Y2K date, { * } w/{ * } addresses, IP
server. addresses for { * } connection, { * } Server
software for { * } and client for { * }, { * }
software for { * }, PU defined on { * } w/{ *
} ILU and up to { * } dependant LU's defined.
------------------------------------------------------------------------------------------------------------------------------------
2 Mid-range Security Automated processes used to monitor, check, Scripts and packaged tools targeting Unix, NT
and warn of changes to key system security and mainframe based systems, routers,
files and logs. multiplexors, facility network equipment as
well as web hosted applications Tools { * }
------------------------------------------------------------------------------------------------------------------------------------
3 Mid-range Support - Manual and automated functions used to define { * }, Scripts and packaged tools handling
Application system resources, modify instance related data movement on DASD, disk arrays for product
userid's, administer { * } directory code, instance environment and
structures, define links for { * }, define
databases and initial entries & default
database parameters, deactivate databases,
prune logs, create security reports,
reorganize tables and
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-1 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
update statistics, and backup databases. database. As for software: { * }
------------------------------------------------------------------------------------------------------------------------------------
4 Mid-range Support - Automated daily backups of file systems, Midrange Hardware { * } with associated
Backup system configuration, & critical system connectivity to routers { * }
files to both tape and disk.
------------------------------------------------------------------------------------------------------------------------------------
5 Mid-range Support - Determines whether is system is alive, what Midrange Hardware with associated connectivity
Network run level it's at, { * } subsystem status, to routers { * } & fast ethernet { * }
if the console is hung or not, SNA
connectivity status and reconnect.
------------------------------------------------------------------------------------------------------------------------------------
6 Mid-range Support - Check logs for known hardware errors, file Midrange Hardware with associated connectivity
OS system usage for customer defined limits, to routers Hardware: { * }
extracts `sar' data and sends it to a web
server for compilation, removes aged trace
files, compares before and after IPL images,
checks bootflag status, verifies mount
points, creates audit/switch files.
------------------------------------------------------------------------------------------------------------------------------------
7 Mid-range Support - Sends "hold & highlight" messages to the { * Midrange Hardware Unix and NT scripting tools
Server } console, opens INFO tickets as necessary, and packaged agents, Hardware: { * }
sends informational email to { * } Support
ID, supply `y' input o some scripts, change
& lock/unlock the colops & service
passwords, sends { * } Alerts, reinitializes
the { * } boards, IPL's the servers.
------------------------------------------------------------------------------------------------------------------------------------
8 Mid-range Sys Assur This process allows us to quickly and Midrange Hardware Unix and NT scripting tools
Review Del'y produce the System Assurance Reports from and packaged agents{ * }, and an { * } on
{ * } output. another system. The system { * } is an { * }
with { * } of RAM. It is using { * }, which is
IBM's Y2K ready OS. The OS is patched with all
{ * } patches as of { * }. The network card is
a { * }.
------------------------------------------------------------------------------------------------------------------------------------
9 Test Test scripts and functions used for Hardware: { * }
verification of changes prior to
implementation in production.
------------------------------------------------------------------------------------------------------------------------------------
10 Contingency All backup and/or fallback plans required to See All the Above.
continue operation where possible.
------------------------------------------------------------------------------------------------------------------------------------
SDC PLANNING
------------------------------------------------------------------------------------------------------------------------------------
S2 Change Management Assist management and staff in the tasks of
Service Delivery planning, documenting, coordinating and
Center monitoring changes to the Services Delivery
Center's resources.
------------------------------------------------------------------------------------------------------------------------------------
11 Produce weekly Process used to create reports used for SDC { * }
change planning Change Planning and Maintenance Window
reports Support. Reports provide information
pertaining to change tickets created in the
{ * } system. Reports include [ _ ]
------------------------------------------------------------------------------------------------------------------------------------
12 Change Management Review Change records opened in the { * } { * }
Administration database by the IBM SDC support groups and
Operations to ensure all required fields
contain valid information and install
instructions. Risk assessment of requested
changes and resolve any scheduling
conflicts. Create IPL and/or POR tickets if
change activity requires one. Create the
weekly Change report to review with the IBM
SDC support groups and Operations. Approve
all tickets that have passed the review
process.
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-2 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
DATABASE AND ONLINE SYSTEMS
------------------------------------------------------------------------------------------------------------------------------------
S3 Online Systems The product evaluation, software build,
installation, maintenance and problem
determination associated with the { * }
Online Systems and selected { * } Online
Program Products. This support is provided
for all { * } Online Systems operating in
the Service Delivery Center data center
environment.
------------------------------------------------------------------------------------------------------------------------------------
13 User Request 1a This is the Process of gathering User { * }
Management Requests for changes/additions to { * }
Resources and archiving those requests when
completed. This is either done through a
series of { * } (in the case of some
Customers) or through one of our { * }.
------------------------------------------------------------------------------------------------------------------------------------
14 Software Build 12,28 This process is used by the { * } Build Team { * }Connectivity { * }
Maintenance to identify, create, control, and do initial
testing on { * }. The output of this process
is a set of Load Libraries and Installation
Instructions used by the { * } Support Teams
to install new Maintenance or Releases in
{ * }. { * } uses { * } to maintain its
software.
------------------------------------------------------------------------------------------------------------------------------------
15 Software This process is used by the { * } Support { * }
Maintenance Teams to install New Releases and/or
Maintenance shipped to them by the { * }
Build Team through the "Software Build
Maintenance" Process. This uses the { * }
provided by { * } Build to accomplish this.
------------------------------------------------------------------------------------------------------------------------------------
16 Configuration 3,5,10,11, This is the process of various Configuration { * } Generic Resources (Risk Assess)
Installation 12,15a/b, Changes made to the { * } Regions. This
17,18,28 includes things like { * } Table Changes,
{ * } Resource Definition Online (RDO), and
other tuning changes to improve { * }
Performance.
------------------------------------------------------------------------------------------------------------------------------------
17 Component This is the process of defining both { * }
Installation Production and Development { * } Regions and
potentially adding the various Product
Components to those Regions. They include
things like { * } among others.
------------------------------------------------------------------------------------------------------------------------------------
18 Problem These are the processes used for { * }
Notification notification and Problem Determination for
{ * } System and Application Problems. This
includes things like { * }, problem
management reporting systems.
------------------------------------------------------------------------------------------------------------------------------------
19 Problem These are the processes used for { * }
Determination notification and Problem Determination for
{ * } System and Application Problems. This
includes things like { * }, problem
management reporting systems, amongst others.
------------------------------------------------------------------------------------------------------------------------------------
20 Class 1 This process is the ability to download and { * }
Contingency restore { * } Product Libraries and rebuild
{ * } Regions in the advent of a Contingency
at a remote Host. This uses utilities such
as { * } to rebuild the { * } Regions.
------------------------------------------------------------------------------------------------------------------------------------
21 Class 2 This process is the ability to download and { * }
Contingency restore { * } Product Libraries and rebuild
{ * } Regions in the advent of a Contingency
at a remote Host. This uses utilities such
as { * }.
------------------------------------------------------------------------------------------------------------------------------------
22 System 5,14,15a/b, This is the process of using Various { * } { * }
Performance 19,21 Tools to do Performance Monitoring and
Monitoring Tuning for the { * } Regions. This includes
things like { * } among others.
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-3 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
23 Security Security is maintained on the { * } { * }
Management subsystems to ensure no unauthorized parties
have access. Checking is done to make sure
no { * }. Dataset profiles are created and
only authorized parties are given access to
these. Authorization { * } groups are
defined and only certain ids are tied to
those groups. This process is { * } today
with a future
------------------------------------------------------------------------------------------------------------------------------------
24 Security There are { * } Current Processes in this { * }
Reporting Area to be Tested, though there is a Project
underway to enhance { * } Security
Management.
------------------------------------------------------------------------------------------------------------------------------------
25 Scheduled 8 This is the processes that subsystems { * } { * }
Maintenance Use to archive { * } Output, copy Dump
Datasets, produce Transaction Abend Reports,
load the { * } System Definitions into a { *
} Database and Shut the { * } Regions down.
------------------------------------------------------------------------------------------------------------------------------------
S4 Database Systems The product evaluation, software build,
installation, maintenance and problem
determination associated with the { * }
Database Systems and selected { * } Database
Systems Program Products. This support is
provided for all { * } Database Systems
operating in the Service Delivery Center
data center environment.
------------------------------------------------------------------------------------------------------------------------------------
26 User Request 1a These are the processes used to fulfill user { * }
Management requests related to the Database Systems
platform.
------------------------------------------------------------------------------------------------------------------------------------
27 Software Build This is the process used by the Data Base { * }
Maintenance (DB) Build team to create, control and
identify various items that encompass
database systems software and processes
delivered to the Database Systems support
teams. The end result being { * } that
support { * } of software and { * } to
existing software. The software contained in
these packages are from various software
vendors whose products comprise the Database
Platform.
------------------------------------------------------------------------------------------------------------------------------------
28 Software These are the processes used by Database { * }
Installation Systems Support to install and maintain the
database platform. This includes the
processes required to prepare and stage
software changes.
------------------------------------------------------------------------------------------------------------------------------------
29 Configuration 3,5,9,10,11, These processes consist of creating and { * }
Maintenance 26 changing objects in the database subsystem
necessary for the proper functioning of the
database platform. An example of this is { *
} changes.
------------------------------------------------------------------------------------------------------------------------------------
30 Component These are the processes used by the Database { * }
Installation Systems team to build new Database platforms
or add new features.
------------------------------------------------------------------------------------------------------------------------------------
31 Problem These are the processes used for { * }
Notification notification and problem determination
related to the Database platform. This
includes things like; { * } and collection
of { * }.
------------------------------------------------------------------------------------------------------------------------------------
32 Problem These are the processes used for { * }
Determination notification and problem determination
related to the Database platform. This
includes things like; { * } and collection
of { * }.
------------------------------------------------------------------------------------------------------------------------------------
33 Class 1 4,13 These are the processes used to insure the { * }
Contingency smooth transition of subsystem { * }
availability and operations to a remote site
for the customer in the event of a disaster
recovery where the primary { * } subsystems
become unusable locally
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-4 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
34 Class 2 4,13 These are the processes used to insure the { * }
Contingency smooth transition of subsystem { * }
availability and operations to a remote site
for the customer in the event of a disaster
recovery where the primary { * } subsystems
become unusable locally.
------------------------------------------------------------------------------------------------------------------------------------
35 System 5,14,26 These are the processes used to monitor the { * }
Performance database platform and notify the database
Monitoring systems support team in the event of
unacceptable performance. This includes { *
} and { * }.
------------------------------------------------------------------------------------------------------------------------------------
36 Security 9,26 These are the processes used to secure the { * }
Management database platform which insures no
unauthorized parties have access. This
includes { * } to secure datasets and { * }
objects.
------------------------------------------------------------------------------------------------------------------------------------
37 Security These are the processes executed regularly { * }
Reporting to monitor for unauthorized activities
related to the database platform.
------------------------------------------------------------------------------------------------------------------------------------
38 Scheduled 25,26 These are the processes executed regularly { * }
Maintenance to maintain the database platform. These
ensure availability and performance. An
example is, { * } of the database { * }.
------------------------------------------------------------------------------------------------------------------------------------
S5 Messaging The product evaluation, software build,
Systems installation, maintenance and problem
determination associated with the Mainframe
{ * } Messaging Systems and selected { * }
Messaging Systems Program Products. This
support is provided for all Mainframe { * }
Messaging Systems operating in the Service
Delivery Center data center environment.
------------------------------------------------------------------------------------------------------------------------------------
39 User Request 1a,27 This is the Process of gathering User { * }
Management Requests for changes/additions to { * }
Resources and archiving those requests when
completed. This is either done through a
series of { * } Panels (in the case of some
Customers) or through one of our tools. { *
}.
------------------------------------------------------------------------------------------------------------------------------------
40 Software 27 This process is used by the { * } Build Team { * } Queue Managers.
Build to identify, create, control, and do initial
Maintenance testing on { * }. The output of this process
is a set of Load Libraries and Installation
Instructions used by the { * } Support Team
to install new Maintenance or Releases in {
* }. { * } uses { * } to maintain it's
software
------------------------------------------------------------------------------------------------------------------------------------
41 Software 27 This process is used by the { * } Support { * }
Maintenance Team to install New Releases and/or
Maintenance shipped to them by the { * }
Build Team through the "Software Build
Maintenance" Process. This uses the
LoadLib's and Installation Instructions
provided by { * } the Build process to
accomplish this.
------------------------------------------------------------------------------------------------------------------------------------
42 Configuration 3,5,11,27 This process is used by the { * } Support { * } Queue Manager, { * }
Installation Teams to make configuration changes to { * }
Subsystems. This includes things like { * },
among others.
------------------------------------------------------------------------------------------------------------------------------------
43 Component 27 This process is used by the { * } Support { * }
Installation Teams to build new { * } Subsystems and add
unique features/products to the { * }
Subsystems.
------------------------------------------------------------------------------------------------------------------------------------
44 Problem 27 These are the processes used for { * }Queue Manager
Notification notification and Problem Determination for {
* } System and Application Problems. This
includes things like { * } among others.
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-5 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
45 Problem Determination 27 These are the processes used for notification and { * } Queue Manager
Problem Determination for { * } System and
Application Problems. This includes things like
{ * } among others.
------------------------------------------------------------------------------------------------------------------------------------
46 Class 1 Contingency 27 This process is the ability to download and restore { * }
{ * } Product Libraries and rebuild { * }
Subsystems in the advent of a Contingency at a
remote Host. This uses utilities such as { * } to
Dump and Restore those Datasets, { * } to gather
{ * } Definitions, { * } to transmit them to the
remote Host, and rebuild the { * } Subsystems.
------------------------------------------------------------------------------------------------------------------------------------
47 Class 2 Contingency 27 This process is the ability to download and restore { * }
{ * } Product Libraries and rebuild { * }
Subsystems in the advent of a Contingency at a
remote Host. This uses utilities such as { * } to
Dump and Restore those Datasets, { * } to gather
{ * } Definitions, { * } to transmit them to the
remote Host, and rebuild the { * } Subsystems.
------------------------------------------------------------------------------------------------------------------------------------
48 System Performance 5,14,27 This is the process of using a IGS Job to reset the { * } Queue Manager
Monitoring { * } Initial Channels as needed by the various
{ * } Applications.
------------------------------------------------------------------------------------------------------------------------------------
49 Security Management 27 Security is maintained on the { * } subsystems to { * }
ensure no unauthorized parties have access.
Checking is done to make sure no { * }. Dataset
profiles are created and only authorized parties
are given access to these. { * } groups are defined
and only certain ids are tied to those groups. This
process is { * } today with a future Process being
looked at to { * } this.
------------------------------------------------------------------------------------------------------------------------------------
50 Security Reporting 27 This is the Process of Listing the Various { * } { * }
Profiles (both dataset and system) that control the
execution of { * } and the protection of { * }
Messages.
------------------------------------------------------------------------------------------------------------------------------------
51 Scheduled Maintenance 27 These the Standard { * } Contingency Jobs that { * }
backup { * } Subsystems.
------------------------------------------------------------------------------------------------------------------------------------
S6 Application Services The installation, maintenance and problem
determination associated with various Application
Services offered in the Service Delivery Center
data center environment. This support is provided
for the Global Business Systems, Network
Connectivity Systems, { * } and general
Environments operating in the Service Delivery
Center data center environment.
------------------------------------------------------------------------------------------------------------------------------------
52 User Request Management 1a This the process of our Value Added Network Teams
to process input requests from the Application { * }
Development Teams and generate Application JCL.
------------------------------------------------------------------------------------------------------------------------------------
53 Software Maintenance This process is the ability of our Application { * }
Support Teams to install Maintenance and/or new
Releases of the Applications that they support.
This input to this is generally { * } and { * }
provided to those teams by the Application Support
Groups.
------------------------------------------------------------------------------------------------------------------------------------
54 Configuration Installation This process is the ability of the various { * }
Application Teams to add Configurable Items to
those Various Applications. This includes things
like { * } and additions/ changes/deletions from
the { * } other applications.
------------------------------------------------------------------------------------------------------------------------------------
55 Component Installation This is the Process of using a JCL Generator to add { * }
components to the { * } and { * } Applications in
the Value Added Network environments.
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-6 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
56 Problem Notification This are the Tools and Processes needed to do { * }
Problem Determination in the Applications that we
support. Since most of those Applications run on a
common { * } Platform these Teams also use some of
the same Tools/Methods used by the Online Systems
Problem Determination to do their Jobs and as such
those were not re-tested by these Teams.
------------------------------------------------------------------------------------------------------------------------------------
57 Problem Determination This are the Tools and Processes needed to do { * }
Problem Determination in the Applications that we
support. Since most of those Applications run on a
common { * } Platform these Teams also use some of
the same Tools/Methods used by the Online Systems
Problem Determination to do their Jobs and as such
those were not re-tested by these Teams.
------------------------------------------------------------------------------------------------------------------------------------
58 Class 1 Contingency This process is the ability to download and restore { * }, IBM Utilities
Application Product Libraries and rebuild { * }
Regions and Applications in the advent of a
Contingency at a remote Host. This uses utilities
such as { * } to Dump and Restore those Datasets,
{ * } to transmit them to the remote Host, and
rebuild the { * } Regions along with their
Applications.
------------------------------------------------------------------------------------------------------------------------------------
59 Class 2 Contingency This process is the ability to download and restore { * }, IBM Utilities
Application Product Libraries and rebuild { * }
Regions and Applications in the advent of a
Contingency at a remote Host. This uses utilities
such as { * } to Dump and Restore those Datasets,
{ * } to transmit them to the remote Host, and
rebuild the { * } Regions along with their
Applications.
------------------------------------------------------------------------------------------------------------------------------------
60 System Performance Monitoring These are the Processes used for Automated { * }
Monitoring and Alerting of Problems within the
Supported Applications.
------------------------------------------------------------------------------------------------------------------------------------
61 Security Management Security is maintained for our Applications to n/a
ensure no unauthorized parties have access.
Checking is done to make sure no { * }. Dataset
profiles are created and only authorized parties
are given access to these. { * } groups are defined
and only certain ids are tied to those groups. This
process is done { * } today with a future Process
being looked at to { * }.
------------------------------------------------------------------------------------------------------------------------------------
62 Security Reporting There are { * } Current Processes in this Area to n/a
be Tested, though there is a Project underway
{ * }.
------------------------------------------------------------------------------------------------------------------------------------
63 Scheduled Maintenance These are the Processes/Jobs used by the
Application Support Teams to do Daily Backups and
Maintenance on the Application Datasets. Since
these Applications are { * } based on a common
platform they also use some of the Same Processes
as the Online Systems Scheduled Maintenance and
since those have already been tested these Teams
did not duplicate those tests.
------------------------------------------------------------------------------------------------------------------------------------
SDC HARDWARE MANAGEMENT
------------------------------------------------------------------------------------------------------------------------------------
S7 DASD Storage Services This service provides the technical infrastructure
including both DASD (Direct Access Storage Device)
hardware and Storage software to support IBM
Platform and Customer Application Data storage
requirements. These processes ultimately maintain
adequate capacity resources in support of IPS
services.
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-7 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------------------
64 Receive user requests for space 55,53a User requests are received via e-mail. { * }. These { * }
notes are reviewed by the ({ * }) department and
then dispersed to the group for processing.
------------------------------------------------------------------------------------------------------------------------------------
65 Storage pool monitoring - 71,64 This process is a vendor supplied software package { * }
Vantage({ * }) that scans dasd and gathers space allocation
percentages. This is a started task and runs on one
system in a shared dasd complex. Scans of dasd are
done on regular { * } basis. Dataset information is
obtained { * } or by command if needed.
------------------------------------------------------------------------------------------------------------------------------------
66 Threshold processing and 71,64 This process is controlled by set figures, { * }
notification - Vantage({ * }) percentages, that when a certain threshold has been
exceeded, a { * } notification is done and an entry
is placed in a dataset that is monitored by the
Storage Administration group. If a pool has
exceeded the threshold for more than { * }, a WTO
is sent to operations to have Storage
Administration { * }.
------------------------------------------------------------------------------------------------------------------------------------
67 Allocate datasets ({ * }) 63,64 This process will have batch jobs allocate datasets { * }
using a vendor supplied process, { * }, IBM's { * }
processing and regular { * } allocations. A batch
job will also be submitted to execute the code that
{ * } does to keep the job from abending from a
{ * } abend.
------------------------------------------------------------------------------------------------------------------------------------
68 Alter and activate new { * } 54,58,68,64 This process will include a modification done to { * }
routines - { * } the { * } routines for space management{ * }. The
routines will then be translated, verified and
activated into the running system. Test will also
be done to make sure the changes done work as
designed.
------------------------------------------------------------------------------------------------------------------------------------
69 Full dump/restore This process consists of using tools { * } to dump { * }
{ * } DASD volumes to tape and restoring either the
{ * } DASD volume, or one or more selected datasets
back to disk.
------------------------------------------------------------------------------------------------------------------------------------
70 Primary space management - { * } 71,64,90 This process is the function that where { * } { * }
migrates datasets from volumes by { * } management
criteria or define { * } parms in { * }.
------------------------------------------------------------------------------------------------------------------------------------
71 Recall migrated datasets - { * } 71,64 This process will have a batch job reference a { * }
dataset that is migrated and verify that the
dataset is recalled. A { * } recall command will
also be issued to verify that a migrated dataset
will be recalled.
------------------------------------------------------------------------------------------------------------------------------------
72 Execute { * } This process is part of the { * } software and is { * }
just a parm used to collect information via control
cards
------------------------------------------------------------------------------------------------------------------------------------
73 Maintain { * } - { * } This process consists of using space management { * }
software { * } to set up, monitor, communicate
with, query, and perform maintenance functions such
as { * } DASD subsystems.
------------------------------------------------------------------------------------------------------------------------------------
74 Problem & Change management Department changes are entered into the { * } { * }
database on { * }. These changes are subject to
review by the Change Management Group. These are
reviewed and a determination is made to allow or
reject the activity for the upcoming change window.
Problem management tickets are handled as they are
opened. Support group(s) corrects the problem and
the problem record is then updated.
------------------------------------------------------------------------------------------------------------------------------------
75 { * } Backup and recycle 71 This process consists of verifying that the backup { * }
functions versions of files that { * } were has created
expire properly based on the values used when they
were
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-8 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------------------
created, and verifying that the recycle function,
which { * } tapes by { * } to new tapes, is also
working properly.
------------------------------------------------------------------------------------------------------------------------------------
76 Execute Snapshot This process consists of using the { * }) products { * }
to copy data within { * }) DASD subsystems. This
copy can be from either the "Live" volumes to the
backup ({ * }) volumes (SnapShot Backup) to create
a copy of the live data, or from the backup ({ * })
volumes to the "Live" volume (SnapShot Restore) to
restore the data.
------------------------------------------------------------------------------------------------------------------------------------
S8 Hardware Config Services This service provides the ordering, shipping,
installation, and configuration of Hardware in
support of IPS services.
------------------------------------------------------------------------------------------------------------------------------------
77 Receive user req for config User requests are received via e-mail { * }. These { * }
changes ({ * } notes are reviewed by the department manager and
then dispersed to the group for processing
------------------------------------------------------------------------------------------------------------------------------------
78 Alter { * } gens { * } is an panel driven application used to create { * }
new system gens. These system gen's are then loaded
out to the processor to be installed at boot-up
{ * } time or via a dynamic activation { * }.
------------------------------------------------------------------------------------------------------------------------------------
79 Dynamic activate of new gens Dynamic Activation of new system gens is the { * }
process of installing a { * } without { * }. The
HSA (hardware storage area) is updated with the new
configuration and takes affect immediately. This is
only a temporary change until the next { * } of the
processor implements the change on a permanent
basis.
------------------------------------------------------------------------------------------------------------------------------------
80 Promoting IODEF's to production Promoting IODF's to production is the process of { * }
exporting and/ or importing an IODF (I/O Definition
file) from one host to another host. An IODF file
is a vsam file which contains the system
configuration definitions and is the output from
HCD listed above.
------------------------------------------------------------------------------------------------------------------------------------
81 Block/Unblock ports on ESCON Escon directors are hardware switches which allow { * }
directors multiple hosts to communicate to the same device or
devices. These switches are controlled by a PC and
are also accessible via a host application called
{ * }. Blocking a port on the escon switch, disables
a host or multiple hosts from a device. Unblocking
a port enables a host or multiple host to a device.
------------------------------------------------------------------------------------------------------------------------------------
82 Update processor profiles (HMC) HMC is the Hardware Management Console which Access to Hardware
controls the processors in a datacenter. { * } are Mgt. Console
carried out via the HMC. Each processor has a
profile defined on the HMC which defines the
processor. Hardware modifications are made via the
profile.
------------------------------------------------------------------------------------------------------------------------------------
83 Problem & Change Management Hardware configuration changes are entered into the { * }
NPCA database on { * }. These changes are subject
to review by the Change Management Group. These are
reviewed and a determination is made to allow or
reject the activity for the upcoming change window.
Problem management tickets are handled as they are
opened. Hardware Configuration corrects the problem
and the problem record is then updated.
------------------------------------------------------------------------------------------------------------------------------------
84 HMC functionality during HMC is the Hardware Management Console which Access to Hardware
controls the processors in a Mgt. Console
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-9 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------------------
IPLs & PORs datacenter. { * } are carried out via the HMC. The
HMC will be advanced to the year 2000 and normal
day to day processes will be tested.
------------------------------------------------------------------------------------------------------------------------------------
85 Sysplex timers 16 Sysplex timers are a hardware device that sets the { * }
clock on a processor and continuously monitors the
time checking for any fluctuations. A lab
environment exists where we will advance the timer
to year end and verify the timer functions
properly.
------------------------------------------------------------------------------------------------------------------------------------
S9 Contingency Services This service provides for the IPS Contingency or
Disaster recovery process which are outlined in
Contingency Bulletins manuals. Customers can select
({ * }) recovery classes of service, set-up back-up
and recovery routines and document via the A.C.P.
(Application Contingency Plan) system. IBM provides
a recovered software platform and schedules
periodic tests.
------------------------------------------------------------------------------------------------------------------------------------
86 Receive user requests for tests 84a User requests are received via e-mail Lotus Notes. { * }
These notes are reviewed by the department and then
dispersed to the group for processing.
------------------------------------------------------------------------------------------------------------------------------------
87 ACP mismatch reporting This process produces reports containing a list of { * } snapshot, { * }
tapes that match the { * } and a list of tapes in
the { * } that do not match the current { * } and
{ * } entries.
------------------------------------------------------------------------------------------------------------------------------------
88 Contingency tape pull process This process produces reports containing a list of { * } snapshot, { * }
tapes that match the customers { * } to be pulled
and shipped for a { * } and a list of tapes in the
{ * } that do not match the current { * } and { * }
entries that will not be pulled and shipped for a
Contingency Test.
------------------------------------------------------------------------------------------------------------------------------------
89 ACP Bookmanager builds This process allows Customers to enter data into { * } snapshot, { * }
their Application Contingency Plans and also
provides the mechanism to transfer the Customer's
data to the Contingency Planning Bookshelf, within
{ * } and our { * } database.
------------------------------------------------------------------------------------------------------------------------------------
90 Problem & Change Management Department changes are entered into the { * } { * }
database on { * }. These changes are subject to
review by the Change Management Group. These are
reviewed and a determination is made to allow or
reject the activity for the upcoming change window.
Problem management tickets are handled as they are
opened. Support group(s) corrects the problem and
the problem record is then updated.
------------------------------------------------------------------------------------------------------------------------------------
S10 Tape Services This service provides the technical infrastructure See Data Center Tape
including both { * } hardware and { * } software to Operations Tools.
support IBM Platform and Customer Application Data
Tape storage requirements.
------------------------------------------------------------------------------------------------------------------------------------
91 Mount tapes as requested by Operators view mount requests { * }. Operator will
customers ({ * } routines) notate volser on { * } and retrieve specified
volser from the racks of the specified library.
Operator inserts tape into drive specified on the
{ * }. Tape is removed from the drive after use and
placed in the assigned staging rack to be filed
back into the library racks.
------------------------------------------------------------------------------------------------------------------------------------
92 Create scratch lists The process of pulling available tapes for use as
scratch in tape processing. Process begins by
producing a listing of available scratch tapes
using { * } Tape Panel functions. Using the report,
scratch tapes are pulled from the racks by matching
{ * } with the { * }. The pulled tapes are { * }
which are then placed in the designated area for
the library.
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-10 Final Execution Copy
---------------------------------------------------------------------------------------------------------------------------
93 Create vault lists Process begins by producing a listing of tapes,
via { * } panels, that are designated to be sent
off-site for a specified amount of time. Operator
matches the { * } with { * } in the specified
library racks and pulls the tape. Once listing
has been completed pulled, the tapes are placed
in { * } provided by { * }. A { * } used to { * }
is sent with { * } as well as a { * } tapes
designated to { * } the next day. When tapes are
sent back from the vault as designated by the
{ * }, the operator { * } by { * } in the boxes
with that of the { * }. Tapes are then filed into
assigned slots for specified library.
---------------------------------------------------------------------------------------------------------------------------
94 Synchronize automated { * } and { * } jobs are run on complexes that
libraries (scratch, etc) use { * } and have { * }. These jobs take the
current { * } scratch list and upload this list
to the { * } library manger. This is to { * } as
to which volsers are scratches.
---------------------------------------------------------------------------------------------------------------------------
95 Move tapes in and out Process begins by producing { * }, via { * }
of the data centers to panels, that are designated to be { * } for a
off site vaults specified amount of time. Operator matches { * }
with the { * } in the specified library racks and
{ * }. Once { * }, the tapes are { * } provided
by { * }. A copy of the { * } is sent { * } as
well as a copy of { * } designated to come back
from { * }. When tapes { * } as designated by the
{ * }, the operator { * } by matching the { * }
with that of the { * }. Tapes are then { * } for
specified library.
---------------------------------------------------------------------------------------------------------------------------
96 Receive and send out Operator retrieves tape from { * }. Tapes are then
tapes to other checked into the tape operations system using the
installations { * }. Tapes are { * } as required.
---------------------------------------------------------------------------------------------------------------------------
97 Track VTS performance { * } records are cut on all of the systems that
have { * } subsystems running on them. The { * }
records are then transmitted to { * } and loaded
into the {* } database for { * } review.
---------------------------------------------------------------------------------------------------------------------------
98 Problem & Change Department changes are entered into the { * }
Management database on { * }. These changes are subject to
review by the Change Management Group. These are
reviewed and a determination is made to allow or
reject the activity for the upcoming change
window. Problem management tickets are handled as
they are opened. Support group(s) corrects the
problem and the problem record is then updated.
---------------------------------------------------------------------------------------------------------------------------
99 Tape abend tracking Info tickets are opened whenever { * }, these
procedures tickets are reviewed { * } and placed in a
database for error trending. They are also sent
to IBM-CE's and datacenter operations on a { * }
basis.
---------------------------------------------------------------------------------------------------------------------------
100 Bad tape removal Tapes are flagged as having errors via several
procedures methods: { * }. Operator checks the { * } database
to verify if designated tape is in scratch status
or is live. Tapes that are in scratch status are
{ * }. Operator updates { * } database to put
designated volser in { * }. Operator removes the
external label from the { * } and affixes the
label to a { * }. The tape is then initialized
via the { * } panels which { * } database. After
the tape has been verified it is { * } for use in
processing. If a tape is live, the programmer or
support group will { * } so that { * }. Once { * }
or support groups gives the OK, the tape is { * }
using the
---------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-11 Final Execution Copy
---------------------------------------------------------------------------------------------------------------------------
above procedures. (see related processes for
initialization and verification)
---------------------------------------------------------------------------------------------------------------------------
101 Electronic vaulting { * } database driven tool to transmit the
({ * } base) updated { * } picking, distribution, and
inventory reports to the { * }. This tool is
also used to { * } via the { * } process.
Process is used in both the { * } and { * }
sites.
---------------------------------------------------------------------------------------------------------------------------
102 Tape support options Panels are available with various tape cartridge
panel information such as { * }.
---------------------------------------------------------------------------------------------------------------------------
103 { * } product This product is currently only being used to
move tape files from { * } into { * } to allow us
to discontinue { * }. For now it is only available
on { * } systems. { * } support is coming later.
---------------------------------------------------------------------------------------------------------------------------
104 Library Manager for One of the disco'd { * } in { * } will be
the { * } and { * } connected to the { * } lpar and tested for Y2K
compatibility.
---------------------------------------------------------------------------------------------------------------------------
S11 Cap Plan and Perf This service provides the technical infrastructure
Services to adequately monitor SYSTEMS performance which
can include CPU, DASD I/O and Tape I/O. These
processes ultimately maintain adequate capacity
resources in support of IPS services.
---------------------------------------------------------------------------------------------------------------------------
105 Receive user requests User requests are received via e-mail { * }. These { * }
({ * }) ntes are reviewed by the department and then
dispersed to the group for processing.
---------------------------------------------------------------------------------------------------------------------------
106 Set { * }, { * } to Parameters The { * } and { * } are members { * }
alter performance settings contained in { * } that are used to control the
performance group and dispatch priorities of
workload on the host system. Changes to alter
the performance settings are done by using { * }
to editing the appropriate { * } or { * } member
then issuing an { * } command to activate the
change.
---------------------------------------------------------------------------------------------------------------------------
107 SLA monitoring & 5,20 The SLA Monitoring and Reporting process is used { * }
reporting to gather and report on data detailing the
processor service that measured jobs receive.
{ * } data is used as input, collected in a { * }
database, and then a series of { * } reports are
run to summarize the data various ways. The
reports are:
[X] SLA Compliance for All Customers: By Host
[X] Consolidated Class of Service Report for All
Systems: By Customer
[X] Service Levels: By Group, Type, Class, Month
[X] Service Levels: By Sysid, Type, Class, Month
The reported service levels are then compared
against the objectives set forth in the contract
to determine compl
---------------------------------------------------------------------------------------------------------------------------
108 Collect and report 87 The SLA Monitoring and Reporting process is used { * }
System & { * } performance to gather and report on data detailing the
data processor service that measured jobs receive.
{ * } data is used as input, collected in a { * }
database, and then a series of { * } reports are
run to summarize the data various ways. The
reports are:
[X] SLA Compliance for All Customers: By Host
[X] Consolidated Class of Service Report for All
Systems: By Customer
[X] Service Levels: By Group, Type, Class, Month
[X] Service Levels: By Sysid, Type, Class, Month
The reported service levels are then compared
against the objectives set forth in
---------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-12 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
the contract to determine compliance.
------------------------------------------------------------------------------------------------------------------------------------
109 Host Capacity 69 The method in which { * } data is downloaded into Workstation, { * } data fed into
trend analysis LOTUS 123 spreadsheets, { * } is done against the Lotus spreadsheet
data, and Lotus Freelance charts are produced
showing { * }. In addition, { * } projections
provided by the customer in the form of { * } may
be factored into the spreadsheet calculations.
------------------------------------------------------------------------------------------------------------------------------------
110 Load balancing/Host 69 The process by which workload (Jobs, Started Tasks, Workstation, { * } data fed into
upgrade workload analysis CICS Regions) are analyzed to determine whether or Lotus Spreadsheet, { * } for
& movement not they can be moved to an alternate host in a change records
shared DASD environment to support an { * } due to
a { * }. Using workload and host projections
derived from the "Host Capacity Trend Analysis",
it can be determined whether or not { * } on an
{ * }. Scheduling of { * } is coordinated with
operations via the standard NPCA change control
process.
------------------------------------------------------------------------------------------------------------------------------------
SYSTEMS SOFTWARE
------------------------------------------------------------------------------------------------------------------------------------
S12 S/390 Sys Software The product evaluation, software build,
Support installation, maintenance and problem determination
associated with the Operating System and selected
Program Products in an MVS environment. This
support is provided for all MVS systems operating
in the Service Delivery Center data center
environment.
------------------------------------------------------------------------------------------------------------------------------------
111 Problem Notification When problems occur the Problem Notification Process { * },Telephone, { * }
Premier MVS { * } using { * } that are integrated with { * } and
{ * }. The purpose of the Problem Notification
process is to provide immediate attention to
problems.
The Problem Notification process consists of the
following steps:
[_] Update { * } with { * }, such as { * } and so
on.
[_] System management tools, monitoring utilities,
or operations { * } a possible problem.
[_] Support staff update, assign, and close problem
tickets in { * } database.
------------------------------------------------------------------------------------------------------------------------------------
112 Problem Notification When problems occur the Problem Notification process { * }
Program Products { * } using { * } that are integrated with { * } and
{ * }. The purpose of the Problem Notification
process is to provide immediate attention to
problems.
The Problem Notification process consists of the
following steps:
. Update { * } with { * }, such as { * } and so
on.
. System management tools, monitoring utilities,
or operations { * } a possible problem.
. Support staff update, assign, and close
problem tickets in { * } database
------------------------------------------------------------------------------------------------------------------------------------
113 Problem Notification Perform Testing of the following INFO Database { * }
Commercial MVS Functions:
1.) Test the ability to { * } of possible platform
product error.
2.) Test the ability to create & schedule a { * }.
3.) Test the ability to look up and access SUPREC's
for notifying support groups.
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-13 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
114 Problem Determination 57 The purpose of the Problem Determination process is { * }
Premier MVS to establish an ongoing process of resolving
problems. The objective is to minimize the impact of
problems affecting services and optimize the time
and effort spent in problem solving. The Problem
Determination process identifies the source of a
problem at a level sufficient to enable corrective
action. Several tools and methods are used in the
process:
[X] Viewing of { * }.
[X] Using { * } and { * } sessions.
[X] Transmission of problem documentation and dumps
using { * } and { * }.
------------------------------------------------------------------------------------------------------------------------------------
115 Problem Determination The purpose of the Problem Determination process is { * }
Program Products to establish an ongoing process of resolving
problems. The objective is to minimize the impact
of problems affecting services and optimize the
time and effort spent in problem solving. The
Problem Determination process identifies the source
of a problem at a level sufficient to enable
corrective action. Several tools and methods are
used in the process:
. Viewing of { * }.
. Using { * } and/or { * } sessions.
. Transmission of problem documentation and
dumps using { * } and { * }.
. Vendor technical support phone access
------------------------------------------------------------------------------------------------------------------------------------
116 Problem Determination 57 Analyze software problems to determine cause and { * }
Commercial MVS correction using the following products.
1.) Test the capability of transmitting problem
documentation, dumps using the following tools.
({ * }).
2.) Test the ability to setup { * } session between
2 parties.
3.) Verify access to { * } from Y2K during testing
dates.
4.) Test the ability to access online documentation
using { * } on a Y2K system.
5.) Verify { * } is Y2K compliant with the vendor.
------------------------------------------------------------------------------------------------------------------------------------
117 Build and Package The process is defined as the ability to use { * } { * }
Software Maintenance - to receive apply, and accept IBM software on an MVS
MVS platform.
------------------------------------------------------------------------------------------------------------------------------------
118 Build and Package The process of building and packaging software { * }
Software Maintenance - maintenance consists of { * }, customizing the { * }
PC&I according to { * }. The process also includes the
creation and testing of the { * } required to roll
the { * } to a { * } if necessary.
------------------------------------------------------------------------------------------------------------------------------------
119 Implementation of 49,50 { * } typically distributes software upgrades and { * }
Software Maintenance - maintenance via { * } volume replacements. This
PREM process is implemented when there are many { * },
when { * } is installed, or if a change requires
{ * }. The process involves creating a new { * }
from which to { * }, leaving the current { * } as
the contingency for any {
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-14 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
* }, { * } is the product generally used to install
software upgrades and maintenance, however some OEM
products use module replacement as an alternative
method. In these cases individual { * } libraries
are updated according to installation instructions.
------------------------------------------------------------------------------------------------------------------------------------
120 Implementation of This process consists of receiving Software packages { * }
Software Maintenance - from the PC&I group to install software maintenance.
PROD . Notification of package readiness (via { * })
. Access to install documentation ({ * }).
. Use { * } ({ * },for example) to install new
software.
. Implement new software product passwords when
required.
Follow the implementation instructions received from
PC&I which will vary from product to product.
------------------------------------------------------------------------------------------------------------------------------------
121 Implementation of 49,50 Perform the implementation of packaged software { * }
Software Maintenance - by successfully executing the { * } process to
COMM implement new { * } for individual fixes and system
integrity.
------------------------------------------------------------------------------------------------------------------------------------
122 Build and Package The process of building and packaging new software { * }
New Software Releases - releases consists of { * }, usually { * },
MVS installing { * } on a { * }, customizing the { * }
according to { * }. The process also includes the
{ * } of the { * } required to roll the { * } to a
{ * } if necessary.
------------------------------------------------------------------------------------------------------------------------------------
123 Build and Package Provide the ability to build and install a new { * }
New Software Releases - release of the operating system, and Third Party
Prod products, In order to provide a stable system
environment, which has the ability to effectively
support the client business. This process consists
of the ability to { * } new { * } for the delivery
to the MVS Support groups.
------------------------------------------------------------------------------------------------------------------------------------
124 Implementation of { * } typically distributes software upgrades and { * }
New Software Releases - maintenance via { * } volume replacements. This
Prem process is implemented when there are { * }, when
{ * }, or if a change requires { * }. The process
involves creating a new { * } volume from which to
{ * }, leaving the current { * } volume as the
{ * } for any { * }.
------------------------------------------------------------------------------------------------------------------------------------
125 Implementation of This process consists of receiving Software { * }application{ * }
New Software Releases - packages from the PC&I group to install new
Prod software releases.
. Notification of package readiness (via
{ * })
. Access to install documentation ({ * }
or { * }).
. Use { * } ({ * example) to install new
software.
. Implement new software product passwords
when required.
Follow the implementation instructions received from
PC&I which will vary from product
------------------------------------------------------------------------------------------------------------------------------------
126 Implementation of Production implementation of packaged software. The { * }
New Software Releases - capability of accessing install package information
Comm that may be located in { * }. Perform the testing of
production packaged software, by building new { * }
and running jobs that update to the new { * }S
successfully. (The successful execution of { * } jobs
that update the { * }.
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-15 Final Execution Copy
-----------------------------------------------------------------------------------------------------------------------------------
127 Contingency Platform Build 88 The process of building a Contingency Platform { * } or { * }.
consists of restoring the MVS platform from
production backup data sets to contingency
DASD volumes. The contingency host is then
{ * } from { * }.
-----------------------------------------------------------------------------------------------------------------------------------
128 Change Request Processing To provide the ability to implement system { * }
- Build software changes on an Operating system that
will effectively support and maintain the client
production environment. This process will verify
the ability to effectively deliver changes to
the Production environment, with minimal
disruption and impact to the client.
-----------------------------------------------------------------------------------------------------------------------------------
129 Change Request Processing Perform the successful building / changing of { * }
- Platform Prod JCL statements in Job/Procs/Logons or Rexx,
Clist creation / alteration for production.
-----------------------------------------------------------------------------------------------------------------------------------
130 Change Request Processing The Change Request Process is used to identify, { * }
- PREMMVS evaluate, and coordinate required changes. The
Change Request Process is a series of steps for
providing the customer with maximum system
stability and availability. The steps in the
change request process are:
. Initiation - A change request is sent via
e-mail to { * } using { * }.
. Review - The { * } request is reviewed and an
{ * } change ticket is created.
. Scheduling - The change ticket is scheduled for
{ * }.
. Approval - The change ticket is reviewed by
change management and is approved.
. Implementation - Standard methodologies are
used to implement the change. The change ticket
is closed with appropriate completion code.
. Follow-up/Reporting - { * } and { * } reports
review changes that have been implemented.
-----------------------------------------------------------------------------------------------------------------------------------
131 Change Request Processing Define and Communicate Program Product Change { * }
PC & I This process consists of a series of steps
designed to provide the customer with maximum
system stability and availability. The steps in
the change request process are:
. Initiation - A change request is sent
to { * } using { * }
. Review - The { * } request is
reviewed and an { * } change ticket is
created.
. Scheduling - The change ticket is
scheduled for { * }
. Approval - The change ticket is reviewed
by change management and is approved.
. Implementation - Standard
methodologies are used to implement the
change. The change ticket is closed with
appropriate completion code.
-----------------------------------------------------------------------------------------------------------------------------------
132 SMF Data Collection - 25 The { * } group is responsible for the capture { * }
PREMMVS and availability of SMF data from the time { * }
until it is { * } into { * } and { * } GDG files.
The following outlines the tasks for dumping and
collecting SMF data on each host:
-----------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-16 Final Execution Copy
----------------------------------------------------------------------------------------------------------------------------------
. SMF data is dumped from system files
periodically every { * } according to { * }.
. At { * }. OPCA submits { * } job to
complete the capture of all the { * } SMF data.
. Jobs { * } the consolidates the data into a
single { * } DASD file.
. Jobs { * } then merge the consolidated daily
file to the { * } SMF data tape.
----------------------------------------------------------------------------------------------------------------------------------
133 SMF Data Collection Comm 25 Perform the collection of SMF data by running the { * }
full volume { * } jobs to collect the data. We will
then run the SMF extract jobs to extract billing SMF
data and verify the data is valid.
----------------------------------------------------------------------------------------------------------------------------------
134 Change Request Processing PC&I use of the change request process is for { * }
Build contingency. The contingency process requires
scheduling a load { * } of the contingency host.
The load { * } is scheduled by logging on to the { *
} system and opening an { * }. The change ticket is
then reviewed by change management and approved.
----------------------------------------------------------------------------------------------------------------------------------
135 Tape Management Using { * } Perform Tape Management processes using { * }, by { * }
Process - Commercial MVS. testing functionality of the { * } panels and the
running of { * } batch related jobs.
----------------------------------------------------------------------------------------------------------------------------------
136 One Pack Recovery Process - Build and test the one pack recovery process by { * }. { * }
Commercial MVS The { * } will consist of { * } the one pack recovery
volume after the Jan. 1st 2000 date. The one pack
recovery process allows support to correct problems
with a production RES in a non shared environment
----------------------------------------------------------------------------------------------------------------------------------
S13 S/390 Automation Services Provides installation and support of various automation
solutions that enable the SDC datacenters to more
easily manage operations of both MVS and VM systems as
well as some distributed platforms. These solutions
include { * } on the mainframe side. On the distributed
platform, it includes the following { * } products: { * }.
----------------------------------------------------------------------------------------------------------------------------------
137 Change request Processing This process allows introduction of change to the { * }
Auto production environment with minimal impact. It includes
receiving requests to the { * } for automation changes,
reviewing and scheduling those changes via { * } on the
{ * } system, and then scheduling the change by { * }
in the { * } System.
----------------------------------------------------------------------------------------------------------------------------------
138 Alert Mgmt/Auto Paging 2,30,40 The process of alerting operations or support to { * }
various exceptions. This includes receiving alerts to
the { * }, and taking automated action via a { * }.
These { * } can either { * } for notification to
operators who are monitoring the systems. The process
can include automatically { * } in the { * } system, and
can also include automatic { * } via { * }, the { * }
system and { * }.
---------------------------------------------------------------------------------------------------------------------------------
139 Problem Notification The process of notification of problems with supported { * }
software to the { * } staff. This will be tested via a
{ * } generated by a { * } run against the { * } system
for open problem tickets assigned to the { * } department.
The report is then { * } to the departmental { * } and all
staff members.
---------------------------------------------------------------------------------------------------------------------------------
140 Problem Determination The process is used to determine problems with automation { * }
and includes
---------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-17 Final Execution Copy
----------------------------------------------------------------------------------------------------------------------------------
creating and retaining { * }, turning on { * },
generating { * } and creating { * } for use in
problem determination.
----------------------------------------------------------------------------------------------------------------------------------
141 Build and Package Software Process of ordering, receiving, SMP/E installing and { * }
Maintenance preparing maintenance software for installation. The
maintenance software is ordered and received via
appropriate IBM mechanisms, generally { * }. An { * }
is done and a list of { * } is generated. The { * }
detail those { * } that need to be { * } to{ * }
the software. { * } are prepared, as needed, and
the software is { * } to a { * } where it is { * }.
When the { * } has been completed successfully,
the { * } is modified to allow the maintenance
software to be { * }.
----------------------------------------------------------------------------------------------------------------------------------
142 Implementation of Software The process to apply product fixes, preventive { * }
Maintenance maintenance and enhancements to existing levels of
automation software. Prepared libraries are sent to
{ * }. Appropriate changes are made, as needed, on the
{ * }. The application is then { * }, on the { * },
to insure the { * } were { * }.
----------------------------------------------------------------------------------------------------------------------------------
143 Build and Package New Software Refer to Build & Package Software Maintenance test plan. { * }
Releases
----------------------------------------------------------------------------------------------------------------------------------
144 Implementation of New Software Same process as Implementation of Software Maintenance { * }
Releases test plan.
----------------------------------------------------------------------------------------------------------------------------------
145 Modify S/390 Automation Source The process of updating or modifying automation source { * }
Code code, including automation message tables and control
files, locally written { * } and { * } custom scripts.
The { * } and { * } are edited in { * }. The control
files are updated via the { * } provided with { * }. The
{ * } scripts are updated using the { * } editor on { * }
and { * } for { * }.
----------------------------------------------------------------------------------------------------------------------------------
146 Manage S/390 Automation source The process is used to ship, test and load automation { * }
Code tables (control and message). Tables are shipped from a
{ * } to { * }. Tables are tested by { * } from either
{ * } or { * } to the target system. If tested
successfully, tables are staged to be loaded into
production. If test is unsuccessful, { * } of the test
failure for correction. Once staged, tables are loaded
on the target system based on timed events.
----------------------------------------------------------------------------------------------------------------------------------
147 S/390 Automation PROCOPTS The process of adding new system definitions and { * }
Hardware Support reconfiguring Proc-Ops to reflect that. A request for
a new Proc-Ops definition is { * }, based on new
system requirements for Proc-Ops/TSCF access. An { * }
ticket in the { * } system is created and the task is
delegated to Proc-Ops support. Support runs the { * }
configuration dialogs to generate a new { * }.
----------------------------------------------------------------------------------------------------------------------------------
S14 Sys Software Appl The design, development and second level support of
Development Service Delivery Center developed software. This
software includes { * } subsystems and programs. The
primary platform for the software developed is { * }
however, there are some { * } applications that have
been developed for internal Service Delivery Center use.
----------------------------------------------------------------------------------------------------------------------------------
148 Modify Software Source 61 Use { * } tools and { * } to modify, compile, and link { * }
source code and
----------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-18 Final Execution Copy
----------------------------------------------------------------------------------------------------------------------------------
Code & Documentation documentation. Testing will also include { * }
to a { * } using { * } followed by { * } via { * }.
----------------------------------------------------------------------------------------------------------------------------------
149 Manage Software Source 61 Perform SCLM function testing . This includes { * } { * }
Code & Documentation project definitions.
----------------------------------------------------------------------------------------------------------------------------------
150 Problem Determination for Perform testing and debug functions for programs { * }
Developed Software using { * }, { * } to access dumps, { * } command
and { * } functions for debugging.
----------------------------------------------------------------------------------------------------------------------------------
ENTERPRISE PLATFORMS
& SERVICES
----------------------------------------------------------------------------------------------------------------------------------
S15 RACF Data Security Provides mainframe security protection across the
{ * } using RACF for both MVS and VM Operating
Systems. This includes the initialization,
administration, and control of { * }. Identifying
and analyzing exception conditions and reacting to
those conditions is also part of this service.
----------------------------------------------------------------------------------------------------------------------------------
151 RACF Commands 75,78 The process of initiating and completing a request { * }
for the implementation of RACF security protections
on IPS systems. Requests are received { * }, meeting
or initiated by changes in IBM standards. (Based upon
the nature of the request(s), a Change Management
record(s) may or may not be created.) Any/all RACF
commands may be issued on the needed system(s) to
ensure the needed security requests are activated and
completed. Requester is informed as to the completion
of any request, files are clear to show that processing
has taken place and/or Change records are closed.
----------------------------------------------------------------------------------------------------------------------------------
152 RACF Passwords The process of requiring a password to be changed { * }
because of an { * } or of { * } based upon a { * } time
frame. This process is an automatic process based on
{ * } set up when a userid was created and the { * }
interval of { * } on most systems. No interaction is
necessary by security administrators.
----------------------------------------------------------------------------------------------------------------------------------
153 RACF Dump and Restore 80 The process of copying, compressing and/or rebuilding a { * }
RACF database in order to enhance performance or
correcting certain RACF database errors. It is process
which is handled { * } (or on request from the performance
group).Change Management records are always created.This
activity takes place { * }, where { * } is occurring.The
primary RACF database is { * }, using the { * }, into the
{ * } database.The newly compressed { * } is then { * } to
replace the { * }. Upon completion Change records are
closed.
----------------------------------------------------------------------------------------------------------------------------------
154 RACF SMF Processing 26 The process of collecting RACF security audit information { * } Tables on
from all IPS systems and the loading of this information { * }
into a { * } database. { * } data is transmitted { * }.
It is additionally coded after determining customer owner
and loaded into one of { * } tables. Data consist of
{ * }. The database is made available to { * } to access
only information which { * } according to its related
existing RACF structure. Data can and is used to { * }.
General { * } reports are also made available to customers
in RMDS. Raw data is retained for a minimum period of
{ * }.
----------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-19 Final Execution Copy
----------------------------------------------------------------------------------------------------------------------------------
155 RACF Extract and Database 80 The process of collecting information contained on { * } Tables on { * }
Load all IPS RACF databases, which includes { * }, and
loading this information into a { * } database. RACF
data is unloaded via a RACF database unload utility
and transmitted { * } on a preset schedule from every
host system to { * }. This data is, in turn, massaged
and loaded into the { * } consisting of many tables to
be used for { * }. Data is current to { * }. The
database is made available to { * } to access only
information resources which { * }" on each specific
RACF database. General { * } reports are made available
to customers in RMDS on { * }.
----------------------------------------------------------------------------------------------------------------------------------
156 Data Security Maintenance 75,79,81,83,7 The process of maintaining accurate ownership { * }
2a,74,77 information of userids on all IPS RACF databases.
Regarding internal IBM userids, the Human Resources file
contains { * } and is used to determine current need for
most existing { * }. Files are created { * } to update/
delete the necessary authorities automatically. Internal
IBM userids are manually hard revoked and deleted when
their owners have { * }. { * }, customer and internal
IBM userids, which have been inactive for { * } on
Heritage IPS systems, are deleted through a combination
of { * } procedures. Change Management records are opened
and closed each { * } for this mid-month processing.
----------------------------------------------------------------------------------------------------------------------------------
157 RACF Report Generation 82 The process of extracting predetermined or ad hoc { * } Tables on { * }
information from either the { * } tables or the { * }
tables and reporting this information, as needed.
Information is loaded into { * } tables { * } or { * } as
predetermined (see above - RACF SMF Processing and RACF
Extract and Database Loads processes). A series of { * }
are used to extract information into report formats and
are loaded into RMDS for use by customers. Customer and
IBM security administrators can also { * } to obtain { * }
reports through available views. Customers are limited to
only information which { * }. { * } RMDS reports are
available each { * } and { * } SMF reports are usually
available { * } following the security activity records.
----------------------------------------------------------------------------------------------------------------------------------
S16 VM Systems Support Provides installation, maintenance,
upgrade and support of all VM systems and their
processes running across the { * }, including problem
determination and root cause analyses.
----------------------------------------------------------------------------------------------------------------------------------
158 Software Support The installation, maintenance and upgrade of VM IBM and { * } Product Set
OEM software, keeping currency and stability as the main
objective across all VM systems at each of the data
centers. All efforts associated with the upgrade/
installation of software uses { * } supplied programs to
do so. IBM offers the { * } function to apply and build
service across many of their VM program products. Change
management is used to track and apply all service to VM
products across all the VM systems. Maintaining product
level consistency across the VM systems is also of
critical importance.
----------------------------------------------------------------------------------------------------------------------------------
159 Systems Operations The support for load IPL automation for all VM systems. { * } Automation Code
This includes running
----------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-20 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
required jobs to { * } when the VM system is loaded IPL'd and to ensure that
all service machines are { * } for the { * } run of required system jobs.
Examples of such are { * }, etc.
------------------------------------------------------------------------------------------------------------------------------------
160 DASD Management The initialization and preparation of DASD for system & user usage, including { * }
the support of DASD dump to tape for recovery. ( * }, an IBM PID product, is
used to initialize new DASD and in correcting problem DASD. { * } is a
service machine created by VM Systems Support that defines all DASD within a
system for { * } when required. { * } also collects { * } reports showing how
{ * } associated with that system. { * }, an { * } product, is used to
configure and monitor { * } defined to a VM system. { * }, a { * } product
provided by { * }, is used to dump all system/user DASD to tape via { * }
physical images stored off site for disaster recovery and { * } incrementals
for day to day file recovery.
------------------------------------------------------------------------------------------------------------------------------------
161 Spool Management The allocation and continued monitoring of spool files across the VM systems, { * } Code
including the { * } dump to tape for recovery. Spool files consist of reader,
print and punch files that reside in the users virtual devices or on the
system virtual device. All spool files are purged out of the system every { *
} (including weekends/holidays) to relieve the system from obsolete spool
files.
------------------------------------------------------------------------------------------------------------------------------------
162 ITCS204 Compliance Support of automation routines that verify and confirm VM critical system { * } Server / Code
resources and cp class privileges on a { * } basis. The service machine { * }
runs a comparison check on all CSR's between the { * } and { * }. A compare
file is sent to { * } and { * } for review and justifications, if needed. The
service machine { * } runs the CP class privilege and { * } them to { * } for
processing.
------------------------------------------------------------------------------------------------------------------------------------
163 VM Server Support The installation, maintenance, support and administration of Lan Server { * } Server / Code
Applications that reside on VM. This includes { * }, which allows for { * }
that accesses data on the VM host processor, and { * }, which allows for { * }
onto a VM host processor.
------------------------------------------------------------------------------------------------------------------------------------
164 VM Application Support The design, programming, testing, implementation into production and support { * }
of the following offerings available to customers on the VM Application
Processors:
{ * } - an offering that allows customers a user friendly interface to all
IBM PID program products available on the system; for example, { * }. It is
a window application using { * } to access these products.
{ * } - an offering that incorporates { * } as the standard, but customer
customization is also available for use with { * }.
{ * } - an application that allows customers to { * } above what { * }
they are currently allocated.
------------------------------------------------------------------------------------------------------------------------------------
165 VM Network Support The installation, maintenance and upgrade of VM IBM Network software, { * }
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-21 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
keeping currency and stability as the main objective across all VM systems at
each of the data centers. All efforts associated with the upgrade/installation
of VM Network software uses IBM supplied programs to do so. IBM offers the
function to apply and build service for the VM Network products. Change
management is used to track and apply all service to VM Network products
across all the VM systems. Maintaining product level consistency across the
VM systems is also a primary objective.
------------------------------------------------------------------------------------------------------------------------------------
166 Disaster Recovery In preparation for if a disaster should occur at { * }, where the VM { * }
Application Processors and CCDN VM systems reside, or the { * }, where CCDN VM
systems reside, VM Platform Services dumps to tape on a { * } basis the image
of { * } for each of these critical VM systems using { * }. { * } is an { * }
product supplied by { * }.
------------------------------------------------------------------------------------------------------------------------------------
167 VM RACFSMF RACFSMF records are collected { * } for the review of unauthorized attempts at { * }
VM resources across the VM systems. The SMF data sets are located on RACFVM {
* }. { * } written to at a time, then archived to RACFSMF { * }. The disks
are { * } by the RACFSMF ID and then sent via { * } to the { * } system to be
processed by { * }.
------------------------------------------------------------------------------------------------------------------------------------
168 VM Accounting VM accounting records are generated, in storage, by the VM Control Program { * } Server / Code
(CP). These records indicate the quantity of { * } being utilized by users of
the system. After collection, these same records are input to the MVS
Accounting and Billing System where they are converted and, ultimately,
processed to produce billing invoices
------------------------------------------------------------------------------------------------------------------------------------
169 Y2K Test Platform The VM Y2K Test Platform is the effort of designing, building and implementing { * }
a Y2K VM system for product/application testing. The VMTST1 and SPPVM1 systems
have been used to bring up the VM Y2K Test Platform by dumping all DASD
associated with each of these systems to tape, bringing up the Y2K Test
environment and then restoring all the data from these tapes to bring the
systems back to currency.
------------------------------------------------------------------------------------------------------------------------------------
170 VM Tools Support The VM internal systems, { * } contain IBM { * } made available through { * } Tools
Southeast Region (SER), { * } and { * }. These tools are used in support of
( * } applications, such as { * }, etc. by internal users.
------------------------------------------------------------------------------------------------------------------------------------
171 VM perf Data Coll The gathering of supporting data, inputting into a report format and the { * }
& Reporting distribution of { * } reports to customers as required using 3rd party
products from { * } to do so.
------------------------------------------------------------------------------------------------------------------------------------
SDC DATA CENTER
------------------------------------------------------------------------------------------------------------------------------------
S17 Customer Statement Receive and process customer statement output files into software tracking,
Processong spooling, and back-up systems. Spool and print statement output files in
priority order per customer requirement. Insert and mail statement output files
and process into U.S. Postal mail stream. Generate appropriate billing
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-22 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
documentation for print/insert services and postal charges.
------------------------------------------------------------------------------------------------------------------------------------
172 Receipt of Customer 36,43,44,48 The process of receiving customer data for statement mail processing. The { * }
data statement files are received on print hosts { * } by any of the following
communication transports: { * }. Statement files will be passed to a job
tracking facility such as { * }. Statement files are also created on the
print host and sent either directly to the output JES queue or one of the job
tracking facilities. The output processing operations staff is responsible for
tracking timely receipt of the statement data.
------------------------------------------------------------------------------------------------------------------------------------
173 Data Manipulation: 44,48 The process consists of extracting data from tape or dasd in order to reformat { * }
Format/Transfer the data structure or for resequencing the statement order to achieve postal
discounts. The data can be reformatted to several different options
depending on the requirements (1-Up,2-UP, Duplex, South, etc.). This is
handled by either a form definition change or a program oriented function ({ *
}, etc.) . Changes to the structure and sequencing of the data for either
cosmetic or postal discounts will also be handled by a program function ({ *
}).
------------------------------------------------------------------------------------------------------------------------------------
174 Customer Billing 48,52 The process of gathering of supporting billing data, inputting into a report { * }
format and the submittal of Output Services billing to the billing department
for generation of customer billing. The Customer Support Exec (CSE) will
receive a Postage Report that includes billing data for the Output Services
Customers. This report includes a breakdown of the { * }. The CSE will
take this information and open a entry in the billing system, that is then
submitted to the billing department.
------------------------------------------------------------------------------------------------------------------------------------
175 Postage Tracking 48,52 The process of tracking customer postage for mail processing. The funds for { * }
postage allocation are requested from the { * }. The request are submitted to
the { * } and the funds are transferred to the appropriate banks. The Postage
Meters are loaded from a Pitney Xxxxx account, and the local Post Office. The
postage data is recorded on a { * } basis by the Insert and Mailroom
Operators. The information is written on a { * } metersheet. The data is then
entered into a Lotus Spreadsheet and calculated by { * } and by { * }. The
Presort information is received from the various Output locations via { * }.
The information is placed in a Lotus Spreadsheet. The International Mail
charges are calculated from the "International Mail Breakdown Sheets" and the
data is placed in a Excel Spreadsheet. The Postage Charges, International
Charges and Presort Charges are { * }, reconciled and sent to the { * }
Department on a { * } basis.
------------------------------------------------------------------------------------------------------------------------------------
176 Data/Job Tracking 36,43,44,48 Statement files are received and individually tracked during the printing, { * }
52 boxing, transporting, and mailing processes. The output processing staff must
manually log the completion of each process in a software job tracking
facility such as { * }. The output processing staff must also complete
transportation requirements for shipping to the insert area for mailing. The
requirements include the labeling
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-23 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
of each individual box and entries made into the Manifest system for each
statement file.
------------------------------------------------------------------------------------------------------------------------------------
177 Data Storage/Backup 48,51 The process of backing up customer statement data depending on each customer's { * }
specific requirements. This process uses several different software
applications such as { * }. The customer's individual requirements range from
type of storage media such as (tape, dasd, or microfiche), the retention
period that the data is stored for, and the respool capability of the data.
------------------------------------------------------------------------------------------------------------------------------------
178 Printing of Customer 36,43,44 Each statement file must be received in the output JES queue before printing { * },Printer
Data 48,52 can be initiated. Print operators will log onto a software spool facility connection to
(( * }) and request a job or sequence of jobs to be spooled to the output JES Host
queue. Each file must have the necessary software resources such as { * }
definitions. The print operator will set the targeted printer's controller to
the correct size, length, and required format(duplex,simplex). The print operator
will schedule the job to the targeted printer by { * }. The print operator will
start the printer(SDSF) and check for proper alignment. The operator follows
several quality check routines during the printing of each file. Each statement
file is boxed, strapped, and labeled for shipment. Upon the completion of each
file the operator { * } to show { * }.
------------------------------------------------------------------------------------------------------------------------------------
179 Insertation/Mailing 48,52 Each statement file goes through a series of quality checks before it can be { * }
of Customer Data allocated to an insert machine. The reconciliation operator will schedule the
statement file to an individual insert machine by logging onto software tracking
facility({ * }). The insert machine PC must be preset for the correct job file
that is going to be processed. The information includes the { * }, etc. Before
start up of each file the quality team must verify all criteria is met and that a
first piece sign off is complete. The insert operator will then manually start
the machine. During the processing of each file the insert operator will perform
several quality routines checking { * }, etc. On the completion of each file the
insert operator must make sure all required file tracking paper work is
complete({ * }, etc). The paper work is given to a reconciliation operator who
logs onto { * } and manually enters the job process information. Each job must
meet the agreed upon customer tolerance requirement before being sent to a the
presort vendor or directly to the U.S. post office.
------------------------------------------------------------------------------------------------------------------------------------
180 Inventory Tracking 42,52 Each Customer Support Representative is responsible for entering the { * } { * }
prior to each statement run in the { * } system on { * }. Supply operators will
verify the correct amount of product is received. The supply operator follows
several quality routines checking products received for defects and correct
amounts entered on the truck manifest. The supply operator logs onto the Manifest
system and enters amounts received. The supply analyst maintains an on hand
inventory list using Lotus spread sheet that includes print and insert
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-24 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
consumables. This inventory is checked { * } and distributed to customers and
management for review.
------------------------------------------------------------------------------------------------------------------------------------
181 Root Cause Analysis 46,48,52 Each Customer Support Exec(CSE) is responsible for opening a RCA record when { * }
a problem occurs. This problem can be related to a { * } to a { * }t being
sent out. The record is opened and assigned to the responsible manager. The
production team uses various system tools to research the problem such as { * ).
The team also scans through many the manually written operation logs such
as job travel sheets, reconciliation logs, and postal reports. Once the RCA is
complete it is the responsibility of the CSE to report findings and actions
plans if recommended to the customer and management for review.
------------------------------------------------------------------------------------------------------------------------------------
182 Fiche Processing of 36,48 Each microfiche report file must be received in the output JES queue before { * }
Customer Data microfiching can be initiated. Microfiche operators log onto the software
spool facility, { * }, and request a job or sequence of jobs to be spooled to
the output JES queue. The microfiche operator will schedule the job to the
targeted printer by matching the print class and form name via { * }. The
microfiche operator will start the printer from { * }. The operator follows
several quality check routines during each shift. Each report is placed in
envelopes and labeled for shipment per customer instructions recorded in { * ).
------------------------------------------------------------------------------------------------------------------------------------
S18 Production Control Sys The processes of a Power on Reset, IPL and Stand Alone Dump, to implement new
Monitoring or modified IPL load address and/or parm profiles, for software updates
to the system and platform products and to gather the necessary system dump
information in the even there is a system wide problem and documentation is needed
to analyze the problem in-depth.
---------------------------------------------------- -------------------------------------------------------------------------------
183 Resource contention 20,70 Operations system monitors, using the { * } tool, constantly look for resource { * }
dealdly embrace) contention on all systems. When system contention occurs, { * } should flag a
{ * } condition identifying the { * }.
---------------------------------------------------- -------------------------------------------------------------------------------
184 1st Level CICS problem 6,8,22 Operations system monitors, using the { * } for CICS tool and { * } system { * }
determination 24,40 commands, constantly check on the health of CICS regions. When a CICS region
is not functioning as expected, { * } should flag an exception which operations will
respond to.
------------------------------------------------------------------------------------------------------------------------------------
185 Alternate Platform 1st There is no alternate platform at this time. N/A
level PD
------------------------------------------------------------------------------------------------------------------------------------
186 Proactive System 20,60 Proactive System Monitoring is the process of using multiple tools to monitor the { * }
Monitoring the problems and exceptions on multiple systems. Operators have tools available that
allow them to monitor groups of systems and individual systems in order to help them
determine and track problems as they occur. These tools allow the operator to monitor
groups of systems, CICS regions, single systems, and certain tools allow the operator
to issue commands to the system to perform various maintenance and performance checking
routines.
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
o-25 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
187 Tape 66 Operators view mount requests { * } on the { New PC/New Software from { * }
Monitoring * } within the tape operations area. (already installed)
Operator will notate volser { * } and
retrieve specified volser from the racks of
the specified library. Operator inserts tape
into drive specified on the { * }. Tape is
removed from the drive after use and placed
in the { * } to be filed back into the
library racks.
------------------------------------------------------------------------------------------------------------------------------------
188 Problem/ 40 Production control system monitors and other { * }
Change mgmt staffs, using { * }, create and update
using { * } various types of problem, change or
informational tickets. These tickets are
then used for { * }.
------------------------------------------------------------------------------------------------------------------------------------
189 Paging and 30 Production Control, under various problem { * }
Escalating situations, uses a { * } product to { * }
various support and customer groups
notifying them of the problem situation or
updates to that situation.
------------------------------------------------------------------------------------------------------------------------------------
190 1st level MQ 27 Operations system monitors, using a { * } { * }
Series Support terminal, monitor the health of the data
links between various { * } systems and { *
} and respond to errors as reported on the
monitor.
------------------------------------------------------------------------------------------------------------------------------------
191 Power On The POR process involves the shutdown of a { * }) - terminal to manage hardware and
Reset Process system or CEC (Central Electronics Complex) software. { * } application to manage hardware
and all devices attached to that system in and software.
order to change the IOCDS (Input/Output
Configuration Data Set) when new devices
need to be added or removed from that system
or to completely reset a system in the event
that it cannot be IPL'd (Initial Program
Load). The POR can involve one of two
different sets of procedures depending upon
the make of the processor -- { * }. A { * }
processor based system requires an operator
to { * } on a HMC console monitoring system
and locate the { * } that the machine
resides on. When the { * } is found, the
operator selects the { * } and chooses an
option to change the { * }. When the { * }
is changed and saved, the operator then
locates the { * } for the desired CEC and
selects the { * }, which then proceeds to {
* } the system. To POR a { * } based
processor based system, the operator must
first determine { * } reside on the CEC
where the { * } processor resides and make
sure that these { * } are also { * }. When
this is done, the operator will invoke a
service console session from his/her
monitoring station and manually enter
commands to change the { * } of the system
and command the system to { * }.
------------------------------------------------------------------------------------------------------------------------------------
192 IPL Process The load IPL process is the loading or { * } - application to manage
reloading of an operating system and its hardware and software. { * } -
applications. An IPL is performed when { * } terminal to manage hardware and
requires { * } or when a system is { * }. software. { * } - a master list of
Depending on what kind of system requires an IPL / POR controlled information.
IPL, two different sets of procedures need { * } - a controlled database of
to be performed -- { * }. On a { * } system, hardware/ software problems as well
an operator will begin by { * } on that as change management and support
system via automation from { * }. When { * information.
}, the operator will go to the { * } the
desired system is located on and find the {
* } for that system. After selecting the { *
}, the operator will choose the { * }
function to prepare the system for { * }.
When confirmation of { * } is received, the
operator will then click on the { * }
function to begin the { * } for
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-26 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
that system. For a { * } system, the products for the desired system are { * }
from the { * } in preparation for { * }. When the shut down completes, the
operator issues a { * } from the service console that { * } the system and
begins the loading of the { * } and { * } for that system.
------------------------------------------------------------------------------------------------------------------------------------
193 Standalone The Stand Alone Dump is the process of dumping the contents of a system's { * } - application to
Dump Process memory or a storage media device such as tape or DASD in order for this data manage hardware and
to be { * } by an MVS support team so that { * } can be { * }. To perform a software. { * } -
Stand Alone Dump, an operator will first find a { * } on the desired system terminal to manage
and request a { * } from the { * } to store the dump on. The operator will hardware and software.
then log onto { * } and issue commands to initiate the process and prepare the { * } - a master list
system for the dump. When confirmation is received, the operator will issue of IPL / POR
commands on the service console which will begin the Stand Alone Dump process controlled
for that system. Once the dump is initiated, the operator will be required to information.
enter a set of parameters to be logged describing the { * } of the dump. When
this information is gathered, the process will begin and once finished, the
system will notify the operator that the dump is complete and the operator
can issue a command to end the dump session.
------------------------------------------------------------------------------------------------------------------------------------
S19 Production Monitors systems providing notification and resolution to our customers and
Control Application support groups when service is impacted.
Monitoring
------------------------------------------------------------------------------------------------------------------------------------
194 Abend Handling 39,40 Production control application monitors track the progress of all batch { * }
production jobs. If a job ABENDs, production control needs to open a ticket
in { * }, restart the ABENDed job and run the job to a successful conclusion
------------------------------------------------------------------------------------------------------------------------------------
195 Data Production control application monitors, using the { * } product, are { * }
Transmission sometimes called upon to transmit a customer data file from one MVS host to
Management another MVS host.
------------------------------------------------------------------------------------------------------------------------------------
196 Spool/Report 52 Production control application monitors, using a the { * } print product, { * }
Management monitor the transmission of customer reports and can send reports, from one
MVS host to another MVS host.
------------------------------------------------------------------------------------------------------------------------------------
197 Demand Processing 31 The process of utilizing the { * } scheduling product to run on-demand { * }
scheduling requests. Requests are received via { * }. Via { * } the operators
enter the { * } dialogue and perform the requested activity, normally being
to have a job or jobstream scheduled to process immediately. Once the activity
is performed the customer request is confirmed back to the requester.
------------------------------------------------------------------------------------------------------------------------------------
198 Application 36,38 One customer has a procedure that is unique to them i.e. { * }. This is an { * }
Specific Requirements application specific program. { * } in the course of testing CICS processes,
will test their ability to bring up { * }.
------------------------------------------------------------------------------------------------------------------------------------
199 Database Production Control system monitors, using the { * } tool, monitor the health { * }
Management of { * } regions. In the event of a { * } problem, { * } notifies the
operator who then { * }.
------------------------------------------------------------------------------------------------------------------------------------
Scheule O to Services Agreement MSDW/IBM Confidential
O-27 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
200 Executing 7 An executable program called { * } is used { * }
{ * } by operations to copy members of one data
set to another data set, often at the
request of customers due to changes being
made in their processing.
------------------------------------------------------------------------------------------------------------------------------------
S20 Basic Console Basic Console Support for non-extended
Support (Irving) services for Dedicated Processing customers
------------------------------------------------------------------------------------------------------------------------------------
201 Support A PC based software program running on { * } { * }
Paging which allows Production Services at the { *
} to { * }. The file which contains the
required data to { * } is maintained on this
PC by Production Services at the { * }. A
process is currently being developed which
will keep this data file in-sync between the
{ * }.
------------------------------------------------------------------------------------------------------------------------------------
202 Tape Mount The monitoring of tape mounts which are { * New PC/New Software from { * }
Monitoring } in the { * }, and on a { * } in Production (already installed)
Services. { * } is a PC based software
program running on { * } which allows { * }
to monitor the tape mounts for all of our {
* } housed at the IDC from these isolated
workstations. { * } interfaces with the { *
} application which is installed at the
customer's host system. { * } feeds the
information to { * } where { * } sends the
tape mount request to the designated { * }
workstation.
------------------------------------------------------------------------------------------------------------------------------------
203 CSS A { * } based software program running on { current PC systems test and
Monitoring * } which allows { * } at the { * } to remediate
monitor all { * }for all of the { * } which
are housed at the { * }. This program
monitors for all { * } which require action
from IBM Production Services, Tape
Operations, or Tape Administration. If a CSS
Notify requires action, { * } to the { * }
at the { * }. In the event there are
problems with this application, { * }
monitors the { * } through { * } Menus
------------------------------------------------------------------------------------------------------------------------------------
204 Hardware This is the process of monitoring the Monitoring is from { * }
Monitoring Dedicated Processor Customer Environments
for Hardware Alerts and Outstanding Tape
Messages from the Master Consoles. This is a
manual process, so there is no Y2K Compliant
Requirement for this process.
------------------------------------------------------------------------------------------------------------------------------------
X00 Xxxxxxxx Console This service is the processes of Active
Support { * } Monitoring, Exception Alerts, Batch
Monitoring, Remote Systems Monitoring and
Support Paging. This is to actively monitor
systems for problem situations and taking
the necessary actions to resolve any
potential problems, responding to automated
exception alerts and taking the necessary
actions to resolve team, monitor the
customers applications batch schedule for
exceptions and abends, abend resolutions and
restart to normal end of job, monitor and
control a remote
------------------------------------------------------------------------------------------------------------------------------------
205 Active 20,24,36, Active System Monitoring is the process of { * }
Monitoring 38,39,46 using multiple tools to monitor the problems
and exceptions on multiple systems.
Operators have tools available that allow
them to monitor groups of systems and
individual systems in order to help them
determine and track problems as they occur.
These tools allow the operator to monitor
groups of systems, CICS regions, single
systems, and certain tools allow the
operator to issue commands to the system to
perform various
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-28 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
maintenance and performance checking routines.
------------------------------------------------------------------------------------------------------------------------------------
206 Exception Alerts 20,24,36,38,39, Exception alerts are problems or conditions on a { * }
46 computer system that an operator is made aware of in
order to take proper actions. Exception alerts can
vary in degree of severity and span many different
aspects of system operation. As an exception occurs,
an operator uses a monitoring tool that allows the
{ * } for an operator to see and take action to
resolve the exception. Such exceptions include
{ * }. An operator can then respond to this
exception by { * } in question for usage, and put
{ * } to the job requesting it if the { * } is
available. Other exceptions include { * } that
simply make the operator aware of the state of { * },
such as which { * }, { * }, and started tasks { * }.
------------------------------------------------------------------------------------------------------------------------------------
207 Exception Alerts 20,24,36,38,39, Exception alerts are problems or conditions on a { * }
46 computer system that an operator is made aware of in
order to take proper actions. Exception alerts can
vary in degree of severity and span many different
aspects of system operation. As an exception occurs,
an operator uses a monitoring tool that allows the
{ * } for an operator to see and take action to
resolve the exception. Such exceptions include
{ * }. An operator can then respond to this
exception by { * } in question for usage, and put
{ * } to the job requesting it if the { * } is
available. Other exceptions include { * } that
simply make the operator aware of the state of { * },
such as which { * }, { * }, and started tasks { * }.
------------------------------------------------------------------------------------------------------------------------------------
208 Batch Monitoring 20,24,36,38,39, Batch monitoring is the process of utilizing tools { * }
46 such as { * } to monitor jobs that are scheduled to
execute and the utilization of other tools, such as
{ * } restart which allows the operator to handle a
job that abruptly ends, which is called an abend
(abrupt end). When a job abends, the operator
utilizes his/her tools to determine what problem
caused the job to abend, then the operator attempts
to restart the job or escalate the problem.
------------------------------------------------------------------------------------------------------------------------------------
209 Remote System Monitor 20,24,36,38,39, Remote System Monitoring involves the monitoring of { * }
46 systems that are not physically located in the same
data center as the system operator. Remote System
Monitoring encompasses the processes of { * } on a
remote system and uses the same tools and courses of
action from operators as the processes it involves.
------------------------------------------------------------------------------------------------------------------------------------
210 Support Paging 20,24,36,38,39, Support paging is the process of paging a secondary { * }
46 support group that has specific expertise in a
particular area of interest for a product or problem.
The paging process involves { * }, such as { * },
which will send an alert to { * } and allow the
support group to contact { * } and help them with the
problem at hand. Examples of support groups that are
paged are an { * }, who specialize in the { * }, a
{ * } support group, who specialize in the { * }
database system, and various program product support
groups, who can help with certain aspects of a
program that are not encountered on a day to day
basis
------------------------------------------------------------------------------------------------------------------------------------
S22 System Programming Dedicated processing extended services for technical
Support support. Reactive support
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-29 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
Support in the identifed service areas.
------------------------------------------------------------------------------------------------------------------------------------
211 Performance Reports The collection and processing of { * } records to { * } converting to { * }
produce system performance report for Dedicated
Processor Extended Service customers. These basic
system performance reports are distributed to the
customer from the CSE department.
------------------------------------------------------------------------------------------------------------------------------------
212 Product Upgrades The systematic upgrade of MVS program products as { * } review and
requested by a Dedicated Processor Extended Service individual client testing
Customer. Each upgrade is performed using the { * }
upgrade process.
------------------------------------------------------------------------------------------------------------------------------------
213 Configuration Support The configuration of the IBM and OEM program products { * } review and
to the customer specifications. Once the change individual client testing
requirements have been defined, a system programmer
will access the dedicated customer LPAR and make the
requested changes
------------------------------------------------------------------------------------------------------------------------------------
214 Data/Storage Mgmt The management of the customer storage environment. { * } review and
This includes regular backup and maintenance of the individual client testing
storage management environment using IBM and OEM
storage management tools. When the environment needs
to be manipulated, the system programmer will access
the dedicated customer LPAR and make the required
changes.
------------------------------------------------------------------------------------------------------------------------------------
215 Defect Support The reactive response to IBM and OEM software defects. { * } review and
Once a defect has occurred, { * } will contact the individual client testing
{ * } and determine the appropriate corrective action.
Once the action has been determined, the system
programmer will access the dedicated customer and
correct the defect.
------------------------------------------------------------------------------------------------------------------------------------
S23 External Data/Media Provide automated tools for displaying and tracking
Support (Irving) tape mounts.
------------------------------------------------------------------------------------------------------------------------------------
216 Tape Tracking A { * } software program running on { * } which allows { * }
Production Services at the { * } to track the current
location of a customer tape which has been sent into
the { * }. A { * } is maintained for each customer,
and data is fed into the program { * } on the tape or
by a { * }. This program tracks tapes which are
in-house, sent to the vault, returned to the customer,
or other. Our process requires Tape Administration to
{ * } which we receive into the { * }Tape Library,
then to { * } which is sent out of the { * }Tape
Library. All tapes which are sent off-site requires
proper authorization per our ISO9000 processes.
------------------------------------------------------------------------------------------------------------------------------------
217 Tape Mounts The monitoring of tape mounts which are { * } in the { * }
{ * }Tape Library, and on a { * }. { * } is a { * }
software program running on { * } which allows
Production { * }Services, Tape Operations, and Tape
Administration to monitor the tape mounts for all of
our Dedicated Processor Customers housed at the { * }
from these isolated workstations. { * } interfaces
with the { * } application which is installed at the
customer's host system. { * } feeds the information
to { * } where { * } sends the tape mount request to
the designated { * } workstation.
------------------------------------------------------------------------------------------------------------------------------------
S24 External Data/Media Provide automated tools for displaying and tracking
tape mounts.
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-30 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
Support ({ * })
------------------------------------------------------------------------------------------------------------------------------------
218 Tape Mounts 65,66 Central location of tape Provide automated tools for { * }
displaying and tracking tape mounts. mounts for use
of tapes in the tape { * } library
------------------------------------------------------------------------------------------------------------------------------------
219 Tape Tracking 59,65,66 Database used to track external media movement. { * }
------------------------------------------------------------------------------------------------------------------------------------
S25 Customer Support Day to day administrative interface/project executive
Services (CSEs) for Dedicated Processing extended services customers.
Respond to daily tasks such as providing customer
support, and generating reports.
------------------------------------------------------------------------------------------------------------------------------------
220 Tape Mount Stats 65,66 Information comes from two sources ({ * }) and the { * }
reports are delivered to the customer and billing
dept.
------------------------------------------------------------------------------------------------------------------------------------
221 CICS Availability Reports Process of collecting and gathering and formatting PC software, { * }
information from { * } for customer presentations.
------------------------------------------------------------------------------------------------------------------------------------
222 Customer Performance Reports Process of formatting and delivering the data to PC software and { * }
meet customer requirements.
------------------------------------------------------------------------------------------------------------------------------------
S26 Production Control Build and maintain job scheduling, install new
programs and procedures and research analysis to
improve scheduling deficiences.
------------------------------------------------------------------------------------------------------------------------------------
223 Batch Scheduling 29a,31 The batch scheduling process involves utilizing tools { * }
{ * } to manage the batch workload. Requests are
received via { * }, the transmittal system ({ *}) and
{ * } tickets for processing. Performing scheduling
activities utilizing { * } requires updates to the
{ * } table based on request requirements. Scheduling
activities in { * } are performed by defining work
schedules based on { * }. The required calendars and
periods are defined to appropriate databases.
------------------------------------------------------------------------------------------------------------------------------------
224 Application Change Management 29a,31 Testing CLISTs used by the department and other { * }
tools such as { * }, etc. which are used to perform
daily production activities.
------------------------------------------------------------------------------------------------------------------------------------
S27 General Required External Utility power, city, water, and sewage
Services
------------------------------------------------------------------------------------------------------------------------------------
225 Facilities Power and Water :Upon further review, it has been determined that
this process is not executed by the IPS. N/A
------------------------------------------------------------------------------------------------------------------------------------
226 Hardware Planning DUPLICATE - See Equipment Install/Deinstall { * }
This is the process of installing or deinstalling (or
disco'ing) equipment in the Dallas and Irving Service
Delivery Centers. An IPSS form submitted by Hardware
Config, or the project manager or their delegate (the
project driver) starts the process. Coordination is
done with the project driver for cabling and other
requirements. Floorspace is designated and power is
provided for the equipment. Other departments or
groups are engaged to implement services to complete
the installation. For disco's the process is the
same except in reverse.
------------------------------------------------------------------------------------------------------------------------------------
227 Telephone Service DuplicateThe Voice Communication System is an Phone switch
in-house PBX telephone system that provides phone
operations for the Dallas Data Center. Requests for
new phones are sent to the lead technician. The lead
technician will build the
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-31 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
telephone dataset and ensure the telephone is
installed. For trouble, Communications hotline is
available to page the on call technician for { * }
support.
------------------------------------------------------------------------------------------------------------------------------------
228 Phonemail System 34 The Dallas Data Center Phonemail system provides { * }
phonemail services in conjunction with the in-house
PBX. This is an Internal customer process only. The
process starts with the assignment of a phone
extension to a user. The user will then be able to
store, record and and retrieve voicemail messages.
------------------------------------------------------------------------------------------------------------------------------------
229 PC Lan Support Duplicate - see PC Operating Systems Desktops/laptops
This is the process of procuring and supporting pc
hardware and software. Hardware/software is procured
for the pc for the department by PC/LAN. PCs are
received and inventoried. All new hardware procured
by Asset Management is Y2K compliant by default. (Any
current equipment that is not Y2K compliant is to be
replaced by the Dallas PC/LAN group). The NCO Y2K
build is then installed on the new pc and the machine
is configured. Any additional required software is
installed before it is installed at its final
destination. Hardware/Software problems and requests
are then handled either by the { * } or the { * }
depending on the nature of the problem/request. This
includes hardware failures, hardware upgrade
requirements, software problems, and software
requests.
------------------------------------------------------------------------------------------------------------------------------------
S28 Tape Operations Provide for scratch and specific tape mounts,
vaulting, and shipping to meet system requirements.
------------------------------------------------------------------------------------------------------------------------------------
230 Tape Mounting 65,66 Operators view mount requests displayed by { * } on { * }
the { * }. Operator will notate volser on { * } and
retrieve specified volser from { * }. Operator inserts
tape into drive specified on the { * }. Tape is
removed from the drive after use and placed in the
{ * } to be filed back into the library racks.
------------------------------------------------------------------------------------------------------------------------------------
231 Tape Filing, Pulling 65,66 The process of pulling available tapes for use as { * }
scratch in tape processing. Process begins by
producing a listing of { * } using { * } Tape Panel
functions. Using the report, { * } are pulled from
the racks by matching { * } with the { * }. The
pulled tapes are { * } which are then placed in the
designated area for the library.
------------------------------------------------------------------------------------------------------------------------------------
232 Tape Shipping 65,66 Tape shipment requests are received by the following { * } Tape panels, { * }.
methods: { * }. Operator matches the { * } with the
{ * } and pulls the tape. The tape is out coded via
{ * } panels which produces address label for
shipment. Label is affixed to the tape and the tape
is placed in a secure package. If the tape is sent
within the US, the data is keyed into the { * } to
create airbill for shipment. Airbill information is
then entered on { * } via the { * } panels for the
specified tape.
------------------------------------------------------------------------------------------------------------------------------------
233 Tape Vaulting 65,66 Process begins by producing a { * }, via { * } panels, { * } tape panels
that are designated to be { * } for a specified amount
of time. Operator matches the { * } with the { * } in
the specified library racks and pulls the tape. Once
listing has been completed
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-32 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
pulled, the tapes are { * } provided by { * }. A copy
of { * } the tapes is sent with shipment as well as a
copy of { * } to come back from the off-site vault the
{ * }. When tapes are sent back from the vault as
designated by the return listing, the operator unpacks
the boxes by matching { * } with that of the { * }.
Tapes are then filed into assigned slots for specified
library.
------------------------------------------------------------------------------------------------------------------------------------
234 Tape Verification 65,66 Two options available for verifying tapes. { * } is { * }
started via { * } console session. Tape to be verified
is mounted on drive requested by { * }. Detail is sent
to the { * } console session where the operator views
and ensures that the { * } matches that on the { * }
of the tape and/or information in the { * } database.
Second option involves the use of the { * } program.
Operator starts { * } via { * } session. Tape is
mounted on specified drive. Detail is sent to the
{ * } console session where the operator views and
ensures that the { * } matches that of the { * } the
tape and/or information in the { * } database.
----------------------------------------------------------------------------------------------------------
235 Tape Initialization 65,66 Operator affixes specific volser label to tape. Using { * }
the { * } panels, the operator designates the volser
for the system to initialize the tape with. Operator
mounts the blank tape into specified drive where
volser will be written to tape. Tape is then removed
from drive and verified for accuracy.
----------------------------------------------------------------------------------------------------------
236 Tape Retention Updates 65,66 Customer request is received via e-mail or fax. { * }
Operator logs into { * } and follows the panel driven
process to update retention field in database entry
for specified tape per request instructions.
----------------------------------------------------------------------------------------------------------
237 Tape Analyzes 65,66 Tapes are flagged for analysis info tickets cut by job { * } tape panels,
abends. Designated tapes are pulled. Operator enters { * }
{ * } via { * } and keys in required information. Tape
is mounted on specified drive. Results of analyze are
viewed through { * }. If the analyze indicates errors
on the tape, the tape will { * } if in { * }. If tape
is live, programmer will be contacted for possible
{ * }.
----------------------------------------------------------------------------------------------------------
238 Tape Measurements / Error 65,66 Tapes are flagged as having errors via several { * } tape panels,
Handling methods: { * }. Operator checks the { * } database { * }, { * },
to verify if designated tape is { * } or is { * }. windows, freelance.
Tapes that are in { * } are { * } the assigned slot.
Operator updates { * } database to put designated
volser in { * } status. Operator { * } from the old
tape and { * } to a new tape. The tape is then
initialized via the { * } panels which writes the
specified volser to the tape and adds the volser back
into the { * } database. After the tape has been
verified it is placed in the { * } for use in
processing. If a tape is { * }, the programmer or
support group will be notified so that { * }. Once
{ * } or support groups gives the ok, the tape is
replaced using the above procedures. (see related
processes for initialization and verification)
------------------------------------------------------------------------------------------------------------------------------------
S29 Application Services/Scheduling Primary function is to create { * } schedules of batch
production job streams for our clients.
------------------------------------------------------------------------------------------------------------------------------------
239 Batch Scheduling 00x,00,00 Xxxxxxxxx xx #000 Xxxxx Xxxxxxxxxx. { * } E-mail
------------------------------------------------------------------------------------------------------------------------------------
240 DRMS Updates 29a,31 Access the { * } database to add a file that you want { * }
to back up and for what
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-33 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
duration. When a file the needs to be backed up run a
utility program to take the file and back it up to
tape for the length of time we need as backup or
contingency for off-site.
------------------------------------------------------------------------------------------------------------------------------------
241 POMS Updates 29a,31 Create a report on the { * } database. when adding a { * }
report, specify { * }. { * }when the batch job runs,
{ * } will look at the batch job by { * }. if it
matches it will capture it and put it on the { * }
database with a historical reference and keep it for a
predetermined length of time.
------------------------------------------------------------------------------------------------------------------------------------
242 SCM Installs 29a,31 A client sends down a file or files to be installed { * }
via { * }. Selecting `install' from the { * } panel
allows all the information the client has provided (if
correct) to be installed to the proper areas. For
example, clients may send down a combination of things
to be installed like { * } updates, { * } updates,
{ * } installs, { * } installs, { * } installs etc.
This can all be accomplished at one time with a { * }
install.
------------------------------------------------------------------------------------------------------------------------------------
243 Maintain CICS Authorization List When a request comes down from the client to add or { * }
delete a userid from the cics authorization list we go
in and { * } and add or delete the person from the
{ * }. Then if the operator gets a request to delete a
file or modify the cics file in any way they will see
if that person has the authority to request such an
action.
------------------------------------------------------------------------------------------------------------------------------------
244 Weekend Change Window Scheduling This file we maintain and keep it current and follow { * }
this list against our { * } that we have to change for
the maintenance window .For example if we look on the
list and the { * } normally comes down a certain time
and the maintenance window wants a different time we
take this printout and { * } for that { * } on that
sheet then go into the current plan in { * } to the
{ * } that was requested for that date.Then we pass it
onto { * }r for that { * } what was done.
------------------------------------------------------------------------------------------------------------------------------------
S30 Application Build and maintain job scheduling, install new
Services/Measurement programs and procedures and research analysis to
improve scheduling deficiences.
------------------------------------------------------------------------------------------------------------------------------------
245 Measurement Data Collection The AMT gathers detailed information necessary to { * }
create application measurement reports. These reports
are distributed to Customer Service Executives for
presentation to our customers.
------------------------------------------------------------------------------------------------------------------------------------
246 Measurement Data Preparation Build the weekly measurement package for the current Lotus Notes - Freelance
week, in FREELANCE, on either your local hard drive or - { * } - { * }
on the LAN(P) drive in the AMT_CSS. Using the
worksheet, transcribe the { * } to the FREELANCE
member. Upon completion, distribute the report by
either doing an attachment in LOTUS NOTES and sending
them to the appropriate CSS or informing the CSS that
the FREELANCE document is available on the LAN(P)
drive after it has been saved.
------------------------------------------------------------------------------------------------------------------------------------
S31 Hardware Support Services Local Data Center hardware support, including
planning, installation/deinstallation of mainframe,
telecom & PC/LAN equipment.
------------------------------------------------------------------------------------------------------------------------------------
247 Equipment Installs/Deinstalls This is the process of installing or deinstalling (or { * }
disco'ing) equipment in the { * } Service Delivery
Centers. An IPSS form submitted by Hardware Config, or
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-34 Final Execution Copy
-----------------------------------------------------------------------------------------------------------------------
the project manager or their delegate (the
project driver) starts the process.
Coordination is done with the project driver
for cabling and other requirements.
Floorspace is designated and power is
provided for the equipment. Other
departments or groups are engaged to
implement services to complete the
installation. For disco's the process is the
same except in reverse.
-----------------------------------------------------------------------------------------------------------------------
248 Equipment This is the process to record and track { * }
Inventory Mainframe peripheral equipment inventory. As
part of the equipment install, { * } a
process is used to plan and place the
equipment on the datacenter floorspace. When
placed in { * }, the inventory information
is input into { * }, and is stored in the {
* } database.
-----------------------------------------------------------------------------------------------------------------------
249 CAD / { * } { * } is the CAD system used to support the { * }
Support Equipment Install/Deinstall, Inventory, and
Facility Resource Planning processes.
-----------------------------------------------------------------------------------------------------------------------
250 Facility This is the process used to plan and track { * }
Resource Planning floorspace square footage. { * } is used to
track the floorspace used by different
categories of equipment and general
facilities usage. Areas are set up in { * }
that facilitate the reporting of the { * }
such that totals for the { * } can be
produced across all the floors of the
datacenter.
-----------------------------------------------------------------------------------------------------------------------
251 Voice The Voice Communication System is an Nortel Voice Switch
Communications in-house PBX telephone system that provides
System phone operations for the { * } Data Center.
Requests for new phones are sent to the lead
technician. The lead technician will build
the telephone dataset and ensure the
telephone is installed. For trouble,
Communications hotline is available to page
the on call technician for { * } support.
-----------------------------------------------------------------------------------------------------------------------
252 Phonemail Duplicate - same as Phonemail Services above Octel Voicemail System
System
-----------------------------------------------------------------------------------------------------------------------
253 Circuit This is now managed by AT&T. IBM's { * } Test Set
Testing responsibility is providing access and
escorting the technician to the premises
-----------------------------------------------------------------------------------------------------------------------
254 Circuit This is now owned by AT&T. IBM is { * } CO equipment
backup and responsible for first level problem
recovery determination by assisting with the reset of
network equipment. If second level
escalation is required, AT&T will dispatch a
technician to restore the failing circuit or
network component.
-----------------------------------------------------------------------------------------------------------------------
255 Equipment This is the process of installing or { * }
Installs/Deinstalls deinstalling (or disco'ing) equipment in the
{ * } Service Delivery Centers. An IPSS form
submitted by Hardware Config, or the project
manager or their delegate (the project
driver) starts the process. Coordination is
done with the project driver for cabling and
other requirements. Floorspace is designated
and power is provided for the equipment.
Other departments or groups are engaged to
implement services to complete the
installation. For disco's the process is the
same except in reverse
-----------------------------------------------------------------------------------------------------------------------
256 Commercial LAN This is the process of utilizing the local Bridges/{ * }
Access area network for accessing LAN and Host
resources. { * } servers are just a few of
the hardware resources used in support of
this process.
-----------------------------------------------------------------------------------------------------------------------
257 Host Access This process starts with the assignment of a { * }
desktop or laptop. The user is then
-----------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-35 Final Execution Copy
------------------------------------------------------------------------------------------------------------------------------------
provided a user id for both the LAN and HOST
systems. The user ID provides the staff
person access to various drives, printers
and other resources and applications. This
is an internal customer process only.
------------------------------------------------------------------------------------------------------------------------------------
258 PC Hardware DUPLICATE - SEE PC OPERATING SYS BUILDS Desktops/laptops
Builds
------------------------------------------------------------------------------------------------------------------------------------
259 PC Operating This is the process of procuring and { * } Direct Attach Cables
System Builds supporting pc hardware and software.
Hardware/software is procured for the pc for
the department by PC/ LAN. PCs are received
and inventoried. All new hardware procured
by Asset Management is Y2K compliant by
default. (Any current equipment that is not
Y2K compliant is to be replaced by the
Dallas PC/LAN group).The NCO Y2K build is
then installed on the new pc and the machine
is configured. Any additional required
software is installed before it is installed
at its final destination. Hardware/ Software
problems and requests are then handled
either by the { * } or the local Dallas
PC/LAN group depending on the nature of the
problem/request. This includes hardware
failures, hardware upgrade requirements,
software problems, and software requests.
------------------------------------------------------------------------------------------------------------------------------------
260 System This is the process of procuring and PC
Monitor / supporting pc hardware and software for the
Automation purpose of monitoring system applications
and hardware platforms. Hardware/software is
procured for the pc for the department by
PC/LAN. PCs are received and inventoried.
All new hardware procured by Asset
Management is Y2K compliant by default. (Any
current equipment that is not Y2K compliant
is to be replaced by the Dallas PC/LAN
group).The NCO Y2K build is then installed
on the new pc and the machine is configured.
Any additional required software is
installed before it is installed at its
final destination.
------------------------------------------------------------------------------------------------------------------------------------
261 FAX This is the process of transmitting and FAX machines, FAX software
receiving facsimile copies. This process
starts with a request from a customer via a
fax. The request is then logged for action
and follow-up. The process is closed out
after the request is executed and the
customer has acknowledged receipt of the
final product.
------------------------------------------------------------------------------------------------------------------------------------
000 XXX Xxxxxx Duplicate of Lan/Host Access Bridges, CAU's, Routers
------------------------------------------------------------------------------------------------------------------------------------
263 LAN Printing LAN Printing is setup through Premise Printers
Computing. They distribute and support all
Print Servers currently in place. This
process will be moving by the end of the
year and will be handled by the NCO group.
------------------------------------------------------------------------------------------------------------------------------------
264 Tape 65 This is the process of procuring and { * } software
Tracking/Scanning supporting pc hardware and software for the
purpose of Tracking/Scanning tapes.
Hardware/software is procured for the pc for
the department by PC/LAN. PCs are received
and inventoried. The NCO Y2K build is then
installed on the new pc and the machine is
configured. Any additional required software
is installed before it is placed at its
final destination.
------------------------------------------------------------------------------------------------------------------------------------
265 Procurement This is the process for ordering software, { * } process
hardware and misc. supplies in order for the
Hardware Support department to support its
customers. The process
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-36 Final Execution Copy
starts with a request by a customer. The buyer in the hardware support
department will order items as required via the { * } system.
------------------------------------------------------------------------------------------------------------------------------------
S32 Production Support Provide local enhanced technical, application and output services.
------------------------------------------------------------------------------------------------------------------------------------
266 New Customer Boarding All New Ded-Proc (dedicated processor) Customers that are monitored for BATCH { * }
or CONSOLE by Dallas go through a boarding process. The request is received
through ({ * }). A meeting will be scheduled Via ({ * }) to start the process.
A { * } plan is created, our department will use this plan to schedule and
maintain our ON-TIME delivery commitment to the customer. We use ({ * } and
the { * }) applications to verify or log issues with our New customer. { * }
is used to contact personnel within IBM and or AT&T to coordinate the boarding
process.
------------------------------------------------------------------------------------------------------------------------------------
267 { * } Change Coordination 34 The Change management process for the Dallas and Irving Data Centers entails { * }
review of all change activities/records that are recorded in the { * } system.
The requests come in from internal(support groups) and external (customers)
are reviewed for implementation by both the Change management group and
operations before final approval is given. There are 2 review meeting and a
final change review on Friday. If the change is not approved or fails, customer
is notified and the change activity would have to be rescheduled. All change
records are closed and are kept in the { * } data base.
------------------------------------------------------------------------------------------------------------------------------------
268 Local Support for 65,66 The process of receiving, tracking and following through closure the internal { * }
Production Services and external customer requests into the Production Support Organization. The
request is received by the Production Support group via ({ * }). A determination
is then made if the request falls within the scope of the Production Support
Organization. Research must be done to determine ownership of the request ({ * })
are all used to accomplish the task. If the request does not fall within our
control the requester is notified via ({ * }). If the request does fall within
the scope of our department the same tools are used to resolve the issue. The
request is then marked complete in the
------------------------------------------------------------------------------------------------------------------------------------
269 Turnover Support A request is received via e-mail ({ * }) of a turnover issue. The turnover { * }
report is created with a REXX program and is maintained by our department. Any
changes to the report are made via ({ * }). On completion of any change to the
turnover report, notification is sent to the requester via e-mail ({ * }).
------------------------------------------------------------------------------------------------------------------------------------
270 Custom Print Application 44 The process of receiving, tracking and following through closure the internal { * }
Development and external customer requests into the Production Support Output Organization.
The request is received by the Production Support Output group via e-mail
({ * }).The request may come in the form of an attachment using (MICROSOFT
PROJECT, WORD or EXCEL). A determination is then made if the request falls within
the scope of the Production Support Output Organization. If not the requester is
notified via e-mail ({ * }). If the request
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
Final Execution Copy
O-37
------------------------------------------------------------------------------------------------------------------------------------
does fall within the scope of our department
the following set of tools/applications can be
used to accomplish the request ({ * }). The
request is then marked complete in the
database once it has been satisfied
------------------------------------------------------------------------------------------------------------------------------------
271 Custom Stmt/Letter Design The process of receiving, tracking and { * }
following through closure the internal and
external customer requests into the Production
Support Output Organization. The request is
received by the Production Support Output
group via e-mail ({ * }). The request may come
in the form of an attachment using ({ * }). A
determination is then made if the request
falls within the scope of the Production
Support Output Organization. If not the
requester is notified via e-mail ({ * }). If
the request does fall within the scope of our
department the following set of
tools/applications can be used to accomplish
the request ({ * }). The request is then
marked complete in the database once it has
been satisfied.
------------------------------------------------------------------------------------------------------------------------------------
272 Production Services Training All employees need training, to keep current { * }
skill levels up to date. Classes { * } are
available through use of ({ * }) to enroll.
Some of the internal applications we use on a
day to day basis change or are upgraded ({ * }
system). We receive a notification via e-mail
({ * }) of such a change or upgrade.
------------------------------------------------------------------------------------------------------------------------------------
273 Automated Tools Support For 48,52 The Output Support group uses a variety of { * }
Output Svs. Tools to Test and or Implement an Application
used in any Platform product. Any output
documentation will be processed in the same
method. The following is a list of all Tools
used to incorporate any Output activity: ({ *
}). The results of such testing can be found
in MICROSOFT PROJECT, WORD, and EXCEL. The
Process to notify of the results can be via
e-mail ({ * }). The results are then logged in
a { * } database.
------------------------------------------------------------------------------------------------------------------------------------
274 Technology/Process Transition All New Technology should be tested on a LAB { * }
SYSTEM prior to a production host or
application. When New Technology (new version
of { * }) are introduced to the operations
environment the Production Support group is
responsible to document the change via e-mail
({ * }). The New Technology should be
implemented with a change activity in { * }.
If the New Technology is successful the
activity in { * } is closed. If not, the
activity is written up in turnover via ({ * }).
Management is notified via ({ * }) and may
be flagged ({ * }) for all of operations to
view. New Technologies/ Processes are listed
on the WEBBROWSER and or a MICROSOFT PROJECT,
this is available to all IBM personnel.
------------------------------------------------------------------------------------------------------------------------------------
S33 Customer Support Liaison between the IPS Organization and its
customers regarding to any Service Delivery
issues.
------------------------------------------------------------------------------------------------------------------------------------
275 Customer Support Request 34 The process of receiving, tracking and { * }
Handling following through closure the internal and
external customer requests into the Customer
Support Organization. The request is received
by the Customer Support Exec (CSE) via either
an { * }. A determination is then made by the
CSE as to if the request falls within the
scope
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-38 Final Execution Copy
of the Information Processing Systems and Services (IPSS) organization. If not,
the requester is informed { * }. If so, the request is { * } into a { * }
database for { * }. The CSE then invokes the appropriate resources within the
IPSS organization to ensure the appropriate resolution / implementation steps
are developed. The resolution or implementation steps are then fed back to the
customer. The request is then marked closed in the database once it has been
satisfied.
------------------------------------------------------------------------------------------------------------------------------------
276 Report / Measurement 19,47,51 The gathering of supporting data, inputting into a report format and the { * }
Generation distribution of { * } reports to customers as required. A mutually agreed to
set of reports and measurements are provided to our customers by the Customer
Support Exec (CSE) on mutually agreed to frequencies. The underlying data for
these reports / measurements are obtained from multiple sources such as { * }
job output, { * } Tickets, { * } This data is then compiled, analyzed and
formatted, using such tools { * }, into the appropriate Report / Measurement
format. Finally, the finished Reports / Measurements are distributed to the
customer via e-mail (Lotus Notes) or in hard copy format, as required.
------------------------------------------------------------------------------------------------------------------------------------
277 RCA Review / Distribution 51 Obtaining RCA's from the owning group(s), reviewing for input and accuracy and { * }
distributing as appropriate. For IBM caused event(s) that occur in the Data
Center, resulting in significant (wide-spread) customer impact, a formal Root
Cause Analysis (RCA) or Postmortem is published by the Customer Support Exec
(CSE). The initial RCA is created by operations in { * }. The CSE reviews
the RCA for { * }, obtains { * }, if required, and ensures that the proper
{ * } and { * } have been identified and assigned. The RCA is then distributed
to the customer via e-mail (Lotus Notes).
------------------------------------------------------------------------------------------------------------------------------------
278 Xxxx Xxxxxx Critical 51 This process has been combined with Report/ Measurement Generation process { * }
Incidents above.
------------------------------------------------------------------------------------------------------------------------------------
279 Meeting Chairing / 51 Hosting / Participating in defined customer and internal meetings, { * }
Participation producing/distributing minutes as is appropriate. The Customer Support Exec
(CSE) chairs regularly scheduled customer status meetings, producing minutes
where required. These minutes are distributed via e-mail (Lotus Notes) and are
retained either in Lotus Notes or on the department LAN drive. The CSE also
chairs both customer and internal "as required" planning and working
meetings. The CSE participates in various regularly scheduled internal
meetings, such as { * }. All of these meetings are either attended in person,
via the telephone or using a conference bridge.
------------------------------------------------------------------------------------------------------------------------------------
S34 Production Control Maintaining local data center documentation in support of the production control
service.
------------------------------------------------------------------------------------------------------------------------------------
280 Data Center Documentation The process of receiving, tracking and following through closure the internal { * }
and external documentation update requests into the Customer Support
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
Final Execution Copy
O-39
------------------------------------------------------------------------------------------------------------------------------------
Organization. The request is received via
the Production Support Dallas Lotus Notes
ID. A determination is then made as to if
the request falls within the scope of the
Customer Support department. If not, the
requester is informed and the process ends.
If so, the request is logged into an e-mail
database { * } for tracking purposes. The
master copy of the document is then updated
on VM, using { * }. Once the document has
been updated, it is sent to { * } for
approval. Once approval has been received,
the new version of the document is loaded
to { * }, and distributed and necessary.
The request is then marked closed in the
database once it has been satisfied.
------------------------------------------------------------------------------------------------------------------------------------
S35 Tape Management Maintaining local data center documentation
in support of the tape management service.
------------------------------------------------------------------------------------------------------------------------------------
281 Data Center Documentation The process of receiving, tracking and { * }
following through closure the internal and
external documentation update requests into
the Customer Support Organization. The
request is received via the Production
Support Dallas mailbox Lotus Notes ID. A
determination is then made as to if the
request falls within the scope of the
Customer Support department. If not, the
requester is informed and the process ends.
If so, the request is logged into an e-mail
{ * } for tracking purposes. The master
copy of the document is then updated on VM,
using Once the document has been updated,
it is sent to { * } for approval. Once
approval has been received, the new version
of the document is loaded to { * }, and
distributed and necessary. The request is
then marked closed in the database once it
has been satisfied.
------------------------------------------------------------------------------------------------------------------------------------
S36 Dedicated Processing Maintaining local data center documentation
in support of the dedicated process
service.
------------------------------------------------------------------------------------------------------------------------------------
282 Data Center Documentation The process of receiving, tracking and { * }
following through closure the internal and
external documentation update requests into
the Customer Support Organization. The
request is received via the Production
Support Dallas Lotus Notes ID. A
determination is then made as to if the
request falls within the scope of the
Customer Support department. If not, the
requester is informed and the process ends.
If so, the request is logged into a e-mail
database { * } for tracking purposes. The
master copy of the document is then updated
on VM, using { * }. Once the document has
been updated, it is sent to { * } for
approval. Once approval has been received,
the new version of the document is loaded
to { * }, and distributed and necessary.
The request is then marked closed in the
database once it has been satisfied.
------------------------------------------------------------------------------------------------------------------------------------
283 DR Support For Dedicated The Contingency Support Exec (CSE) will { * } Contingency Requests
Processing provide planning, documentation, { * }, Lotus Freelance,
coordination and test support. Each { * }, MS Word
customer has a different level of support
depending on the provisions that was
agreed to in their dedicated
processor contract. The CSE will
coordinate with the IBM support groups the
creation of
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-40 Final Execution Copy
----------------------------------------------------------------------------------------------------------------------------------
the recovery plans for the host platform, tape
shipment and IBM network attachments to the
customer host, as well work with the customer
support group with the application data recovery
plans. The CSE will { * }, will { * } and provide
them to the customer via e-mail, fax or mail. All
new customer projects, test schedules and results
are located in a e-mail database { * }.
----------------------------------------------------------------------------------------------------------------------------------
S37 Contingency Local Data Center support of the overall IPS
Contingency Service owned by the CPADMIN group
----------------------------------------------------------------------------------------------------------------------------------
284 Local Contingency Support 85,86,89 The local coordination of all internal contingency { * } Contingency Requests { * }
tests in conjunction with the CPADMIN group. The
request are received by the Contingency Support Exec
(CSE) via e-mail and meetings. The local contingency
coordinator will the ensure all sync day processing
is scheduled to create the tape pullist used for
shipping of the contingency files to appropriate
contingency site. The coordinator will also ensure
that production services has all the needed
documentation for the contingency test. The local
coordinator will then report through e-mail,
telephone or meeting all completed tasks and problems
to CPADMIN.
-------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-41 Final Execution Copy
