VMU will Clause Samples

VMU will ensure the validity of all CCRs with overall business objectives; and

VMU will assist IBM in defining application code (i.e., JCL and application program elements) promotion standards and acceptance criteria for moving application code from test libraries into production libraries; and

VMU will provide and manage physical security controls at the Facilities (Schedule I);

VMU will. (1) with IBM’s assistance if necessary, prepare documentation and provide VMU orientation training; and (2) provide any functional or business specific training to the Help Desk personnel providing Level 1 and Level 2 support before any new Applications or functionality is installed into production, if necessary to perform the Services.

VMU will provide the information, as reasonably requested by IBM, required for IBM’s initial evaluation of VMU’s operating system environment, such as an updated inventory of devices and their configuration;

VMU will. (1) maintain and distribute a VMU contact list, including names and telephone, pager and fax numbers, for use by Help Desk staff to contact appropriate VMU personnel for problem determination assistance and escalation and ensure such personnel are available as required; (2) assist IBM in establishing Call prioritization guidelines and escalation procedures;

VMU will assist in the development of customized emergency response plans; IBM/VMU Confidential Schedule A (Services) Page 66 of 109

VMU will provide a list of End User e-mail addresses to be monitored and any updates as they occur; and

VMU will. (1) communicate the defined Standard Products and Services to End Users; (2) ensure that End Users are authorized to request the Services including the dispatch of service personnel to provide on-site Services; and (3) with respect to Nonstandard Products: (a) provide all Level 1 support not designated as an IBM responsibility, and all ▇▇▇▇▇ ▇ and Level 3 support; (b) be responsible for the resolution and closure of any problems or questions referred to VMU by Help Desk staff; and (c) provide training to IBM-designated staff and documentation (for example, scripts) on Nonstandard Products, as appropriate.