Common use of Incident and Problem Management Clause in Contracts

Incident and Problem Management. Incident and problem management Services include the activities associated with restoring normal service operation as quickly as possible and minimizing the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Problem management also includes minimizing the adverse impact of Incidents and problems on the business that are caused by errors in the IT infrastructure, and to prevent the recurrence of Incidents related to those errors. In order to achieve this goal, problem management seeks to review Incidents, get to the root cause of Incidents and then initiate actions to improve or correct the situation. The following table identifies each Party’s Incident and problem management roles and responsibilities. 1. Define Incident and problem management policies and procedures X 2. Approve Incident and problem management policies and procedures X 3. Establish operations and service management quality assurance and control programs X 4. Approve operations and service management quality assurance and control programs X 5. Perform quality assurance and quality control programs X 6. Coordinate user support activities with the help desk X 7. Establish Incident/problem classification by Priority Level X 8. Provide Level 2 and Level 3 support as required to resolve Incidents and problems X 9. Establish Incident/problem workflow, escalation, communication and reporting processes that help to achieve the SLRs X 10. Review and approve Incident/problem classification, prioritization and workflow, communication, escalation and reporting processes X 11. Provide, configure, and operate Incident and problem management system that tracks Incidents across all Service Towers X 12. Provide Symetra access and input capabilities to Incident and problem tracking system to allow for Incident/problem monitoring and ad hoc reporting X 13. Manage entire Incident/problem life cycle including detection, diagnosis, Symetra status reporting, repair and recovery X 14. Ensure Incident resolution activities conform to defined Change Management Procedures X 15. Manage efficient workflow of Incidents including the involvement of Third Party providers (e.g., vendors, public carriers, ISP) X August 1, 2009 Schedule 2A—Cross-Functional Services SOW 16. Coordinate and take ownership of problem resolution with Symetra and Third Parties (e.g., public carriers, ISP) X 17. Perform Root Cause Analysis of Incidents, document findings and take corrective actions for in-scope Services. Resolve problem and/or substantiate that all reasonable actions have been taken to prevent future reoccurrence. X 18. Review the state of open problems and the progress being made in addressing problems as needed X 19. Participate in problem review sessions and provide listing and status of problems categorized by problem impact X 20. Conduct proactive Incident trend analysis and on a quarterly basis review results with Symetra to identify potential problems and Incident trends prior to becoming problems X 21. Identify possible enhancement opportunities for improved operational performance and potential cost savings based on results of Incident and problem resolution activities and Incident trend analysis X 22. Review and approve projects to implement enhancement opportunities X 23. Implement approved projects for enhancement opportunities X 24. Authorize close of Symetra initiated Priority ▇▇▇▇▇ ▇ and Priority Level 2 Incidents X

Incident and Problem Management. Incident and problem management Problem Management Services include are the activities associated with restoring normal service Service operation as quickly as possible and minimizing to minimise the adverse impact on the Customer’s business operations, thus ensuring that the best possible levels of service quality and availability Availability described in this Agreement (including but not limited to the Performance Standards) are maintained. Problem management Management also includes minimizing minimising the adverse impact of Incidents and problems Problems on the Customer’s business that are caused by errors in the IT infrastructureService Areas, and to prevent the recurrence of Incidents related to those errors. In order to achieve this goal, problem management Problem Management seeks to review Incidents, get to the root cause of Incidents and then initiate actions to improve or correct the situation. The following table identifies each Party’s the Incident and problem management Problem Management Services roles and responsibilities. 1responsibilities that the Service Provider and the Customer will perform. Define The Parties will develop interim Incident and problem management policies Problem Management processes during the Transition Period, and procedures X 2the Service Provider shall comply with such processes during the Transition Period and during the Term. Approve Incident and problem management policies and procedures X 3. R, A C, i Establish operations and service Service management quality assurance and control programs X 4programs. Approve R, A C, i Participate in Service improvement opportunities with the Customer, and provide Good Industry Practice recommendations to the Customer. R, A C, i Review, approve and perform operations and service Service management quality assurance and control programs X 5programs. Perform quality assurance C, I R, A Interface and quality control programs X 6. Coordinate user support activities coordinate with the help desk X 7Customer and 3rd parties for Incident and Problem Management Services activities. R, A C, i Establish Incident/problem Incident / Problem classification by Priority Level X 8priority as specified in section 3 of Schedule 2 (Service Descriptions). Provide Level 2 R, A C, i Define and Level 3 support as required adhere to resolve Incidents and problems X 9. Establish Incident/problem Incident / Problem requirements for workflow, escalation, communication and reporting processes that help to achieve the SLRs X 10Performance Standards. Review and approve Incident/problem classificationR, prioritization and workflowA C, communication, escalation and reporting processes X 11. Provide, configure, and operate i Utilise Service Provider instance of [***] Tools for Incident and problem management system Problem Management Services tracking, that tracks Incidents across all Service Towers X 12Areas. Provide Symetra access and input capabilities to R, A C, i Engage in entire Incident and problem tracking system to allow for Incident/problem monitoring and ad hoc reporting X 13. Manage entire Incident/problem life cycle / Problem lifecycle support including detection, escalation, diagnosis, Symetra Customer status reporting, workaround, repair and recovery X 14recovery. R, A C, i Ensure Incident resolution Resolution activities conform to defined Change Management Procedures X 15and other policies, processes and procedures. R, A C, i Log all Incidents related to Changes, correlating Incidents to Service Changes or other Incidents as applicable and escalate reporting as required. R, A C, i Manage efficient workflow (including providing recommendations on improving efficiency) of Incidents including the involvement of Third Party providers third parties (e.g., vendorsService Providers, public carriers, ISP, 3rd party service providers) X August 1and broadcast of outages. R, 2009 Schedule 2A—Cross-Functional Services SOW 16. Coordinate and take ownership of problem resolution with Symetra and Third Parties (e.g.A C, public carriers, ISP) X 17. Perform Root Cause Analysis of Incidents, document findings and take corrective actions for in-scope Services. Resolve problem and/or substantiate that all reasonable actions have been taken to prevent future reoccurrence. X 18. Review the state of open problems and the progress being made in addressing problems as needed X 19. i Participate in problem Problem review sessions and provide listing and status of problems categorized Problems categorised by problem impact X 20Problem impact. Conduct proactive R, A C, i Authorise closure of Priority Level 1 and 2 Incidents. C, I R, A Report and confirm the restoration of the Service to agreed stakeholders at the time the Incident trend analysis and on a quarterly basis review results with Symetra to identify potential problems and Incident trends prior to becoming problems X 21is resolved. R, A C, i Identify possible enhancement opportunities for improved operational performance and potential cost savings based on results of Incident and problem resolution activities and Incident trend analysis X 22Problem Resolution activities. R, A C, i Review and approve projects to implement enhancement opportunities X 23opportunities. Implement approved projects C, I R, A Provide a known error database and process as it exists on the Effective Date. C, I R, A Utilise and update known error database and process. R, A C, I Participate fully in the Customer’s Major Incident management process and in post Major Incident lessons learned reviews. R,A C,I Respond to requests for enhancement opportunities X 24information and / or updates from the Customer’s IT Management and relevant stakeholders in accordance with SLAs and KPIs described in Appendix 3-A. R,A I Maintain and provide the Customer with escalation contacts who can be contacted when a Major Incident occurs. Authorize close R,A I Ensure that escalation contacts respond to any Major Incident alerts in a timely manner, and that a delegate is assigned if the usual contact is absent or will be unavailable. R,A I Conduct proactive trend analysis to identify recurring Problems and provide RCA Services, trend analysis and reporting to the Customer. R, A C, I Track and report on all Priority Level 1 Incidents, and Problems, and provide associated consequences. R, A C, I Recommend solutions to address recurring Problems or failures and updated known error databases for non-remediated Problems R, A C, I Review and approve solutions to address recurring Problems or failures. C, I R, A Identify the root cause of Symetra initiated Priority ▇▇▇▇▇ ▇ Level 1 Incidents and designated Problems, and recommend appropriate Resolution action. R, A C, I Review and approve solutions to address Priority Level 1 Incidents and designated Problems. C, I R, A Provide a status report detailing the root cause of and procedure for correcting recurring Problems and Priority Level 2 1 Incidents Xuntil closure as determined by the Customer. R, A C, I Identify the root cause of Priority Level 2, 3 and 4 Incidents at the Customer’s request. R, A C, I

Incident and Problem Management. Incident and problem management Services include the activities associated with restoring normal service operation as quickly as possible and minimizing the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Problem management also includes minimizing the adverse impact of Incidents and problems on the business that are caused by errors in the IT infrastructure, and to prevent the recurrence of Incidents related to those errors. In order to achieve this goal, problem management seeks to review Incidents, get to the root cause of Incidents and then initiate actions to improve or correct the situation. The following table identifies each Party’s Incident and problem management roles and responsibilities. 1. Define Incident and problem management policies and procedures X 2. Approve Incident and problem management policies and procedures X 3. Establish operations and service management quality assurance and control programs X 4. Approve operations and service management quality assurance and control programs X 5. Perform quality assurance and quality control programs X 6. Coordinate user support activities with the help desk X 7. Establish Incident/problem classification by Priority Level X 8. Provide Level 2 and Level 3 support as required to resolve Incidents and problems X 9. Establish Incident/problem workflow, escalation, communication and reporting processes that help to achieve the SLRs X 10. Review and approve Incident/problem classification, prioritization and workflow, communication, escalation and reporting processes X 11. Provide, configure, and operate Incident and problem management system that tracks Incidents across all Service Towers X 12. Provide Symetra access and input capabilities to Incident and problem tracking system to allow for Incident/problem monitoring and ad hoc reporting X 13. Manage entire Incident/problem life cycle including detection, diagnosis, Symetra status reporting, repair and recovery X 14. Ensure Incident resolution activities conform to defined Change Management Procedures X 15. Manage efficient workflow of Incidents including the involvement of Third Party providers (e.g., vendors, public carriers, ISP) X August 1, 2009 Schedule 2A—Cross-Functional Services SOW 16. Coordinate and take ownership of problem resolution with Symetra and Third Parties (e.g., public carriers, ISP) X 17. Perform Root Cause Analysis of Incidents, document findings and take corrective actions for in-scope Services. Resolve problem and/or substantiate that all reasonable actions have been taken to prevent future reoccurrence. X 18. Review the state of open problems and the progress being made in addressing problems as needed X 19. Participate in problem review sessions and provide listing and status of problems categorized by problem impact X 20. Conduct proactive Incident trend analysis and on a quarterly basis review results with Symetra to identify potential problems and Incident trends prior to becoming problems X 21. Identify possible enhancement opportunities for improved operational performance and potential cost savings based on results of Incident and problem resolution activities and Incident trend analysis X 22. Review and approve projects to implement enhancement opportunities X 23. Implement approved projects for enhancement opportunities X 24. Authorize close of Symetra initiated Priority ▇▇Le▇▇▇ ▇ and ▇nd Priority Level 2 Incidents X