EXHIBIT 10.10
AGREEMENT FOR IT TRANSITION SERVICES
This Agreement for IT Transition Services is made between GTE Service
Corporation, a New York corporation, with offices at ▇▇▇▇ ▇▇▇▇▇▇▇▇▇ ▇▇▇▇▇,
▇▇▇▇▇▇, ▇▇▇▇▇ ▇▇▇▇▇ and its affiliates (individually and collectively "GTE") on
one hand, each only with respect to the Services (defined below) it provides,
and Genuity Solutions Inc., a Delaware corporation, with offices at ▇ ▇▇▇ ▇▇
▇▇▇▇▇▇ ▇▇▇▇▇, ▇▇▇▇▇▇▇▇▇▇, ▇▇▇▇▇▇▇▇▇▇▇▇▇ ▇▇▇▇▇ ("GENUITY"), and its subsidiaries
and successors in interest, on the other hand.
Whereas, GENUITY and GTE each will procure from the other under this Agreement
information technology services, with the services defined in individual
Statements of Work, and the ownership and rights in intellectual property
deliverables defined in the Statements of Work being apportioned between the
parties. In consideration of the mutual terms and conditions of this Agreement,
the parties agree as follows:
1. GENERAL.
(a) Services. Each of GTE and GENUITY (each a "Service Recipient", as the
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case may be) desires to obtain certain information technology
transitional services on a non-exclusive basis from the other party
hereto or one of its affiliate companies (each a "Service Provider",
as the case may be) under the terms and conditions of this agreement
and statements of work ("Statements of Work") entered into by the
parties (this agreement and all attached Statements of Work are
collectively referred to as the "Agreement"), and Service Provider
shall provide to Service Recipient such information technology
transitional services (individually and collectively, "Services"). If
there is any conflict or inconsistency between the terms and
conditions of a Statement of Work and the terms and conditions of this
Agreement (excluding for this purpose the Statements of Work), the
terms and conditions of the Statement of Work shall control.
(b) Statements of Work - Generally. Each of the Statements of Work entered
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into by the parties shall: (i) refer expressly to this Agreement; (ii)
designate the date as of which the provisions of the Statement of Work
shall be effective and, if applicable, the term or period of time
during which Service Provider shall perform Services, provide
resources or otherwise discharge its obligations as specified in the
Statement of Work if different from the term set out in this Agreement
(excluding for this purpose the Statement of Work); (iii) describe the
Services to be performed, Work Product (as defined herein) to be
delivered, resources to be provided or obligations to be discharged by
Service Provider pursuant to the Statement of Work; (iv) describe the
obligations of Service Recipient related to the Statement of Work,
including any facilities, equipment,
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personnel and tasks or other support to be provided or performed by
Service Recipient; (v) specify the payments to be made to Service
Provider under the Statement of Work, or, if applicable, the basis on
which such payments shall be computed; and (vi) specify any other
terms and conditions appropriate to the Services to be performed and
the obligations of the parties. If there is any conflict or
inconsistency between the terms and conditions of a Statement of Work
and the terms and conditions of this Agreement (excluding for this
purpose the Statement of Work), the terms and conditions of the
Statement of Work shall control. Service Recipient may request
services through a letter, email, or other written or electronic
medium. The request for services will outline the nature and scope of
the services requested. Within thirty (30) days after receipt of the
request for services, Service Provider shall provide a high-level
estimate of the activities to be performed along with an estimate of
the number of hours required to perform each of the activities.
Preparation of the high level estimate shall be charged at the hourly
rates then in effect between Service Provider and Service Recipient,
or if no rate is specified, at Service Provider's then-current rate
for such activity. Service Recipient shall have thirty (30) days to
notify Service Provider if Service Recipient desires Service Provider
to prepare a Statement of Work. Unless otherwise specified in a
particular Statement of Work, the Statement of Work shall be issued on
a time and materials basis and shall include an estimate of the hours
needed to complete the Statement of Work and the hourly rates
applicable to the services being provided. All services are
contemplated to be performed at Service Provider's location during
normal business hours, excluding weekends and Service Provider's
holidays. If a Statement of Work requires travel to Service
Recipient's location or another location at the request of Service
Recipient, Service Provider shall ▇▇▇▇ travel time incurred by Service
Provider's employees at the hourly rate(s) specified in the Statement
of Work. Service Provider shall issue an invoice monthly for such
services in accordance with this Agreement. For any Statement of Work
for which GTE's GTEDS affiliate is a Service Provider hereunder, the
terms and conditions contained in Attachments 1 and 2, entitled
"Service Level Agreement for Application Enhancement and Development"
and "SAP R/3 Service Level Agreement", respectively, shall apply to
such Statement of Work.
(c) Order of Precedence. In the event of any conflict or inconsistency
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between the terms and conditions of any Statement of Work, this
Agreement, the Software License Agreement among the parties and of
even date hereof, the Software Development and Technical Services
Agreement among the parties and of even date hereof, the Intellectual
Property Ownership and Cross License Agreement among the parties and
of even date hereof, and any other agreement among the parties hereof,
the terms and conditions shall take precedence in the following order:
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(i) Statement of Work;
(ii) This Agreement (excluding for this purpose the Statements of
Work);
(iii) Software License Agreement or the applicable software license
agreement which is directed to the software for which the
Services are provided; and
(iv) Software Development and Technical Services Agreement.
(d) Milestones, Phases and Timing; Changes. Each of the Statements of Work
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shall set out, if applicable, milestones and phases of the work. When
phases are specified, Service Provider shall not be obligated to
proceed with work on the next phase until Service Recipient has
provided written authorization to proceed. If Service Recipient has
not provided Service Provider with written authorization to proceed on
a specific phase, and it is necessary to commence or complete such
phase in order to meet any milestones specified in the Statement of
Work, Service Provider shall not have any obligations with respect to
such milestones and the Statement of Work shall be deemed to be
modified accordingly. The Statement of Work may be modified by mutual
written agreement, signed by both parties. No verbal changes to the
Statement of Work are permitted.
(e) Performance. All Services shall be performed in accordance with the
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terms and conditions of this Agreement and the requirements, order of
performance and delivery dates specified in each Statement of Work.
Service Provider shall devote such time, efforts and resources to the
performance of Services as are necessary to accomplish the tasks
specified in any Statement of Work. The Service Provider may call upon
the expertise and/or assistance of its affiliates, subcontractors or
consultants in the performance of such Services, provided that Service
Provider shall obtain the prior written consent of Service Recipient
in the event it desires to use outside subcontractors or consultants.
If a Statement of Work specifies that some or all of the work will be
done by a subcontractors or consultant, no additional approval shall
be required.
(f) Third Party Software Licenses. The Service Recipient acknowledges that
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Service Provider and its affiliates may be required to use certain
software licensed to GTE by third parties to provide Services pursuant
to this Agreement. If any licensor of such third party software
requires the payment of any consideration to permit Service Provider
to use the vendor's software in order to perform its obligations under
this Agreement,
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Service Provider shall provide Service Recipient with thirty (30) days
prior written notice of such additional consideration. Service
Recipient shall have the option to (i) procure its own license to such
software at its own expense, or (ii) authorize Service Provider to
incur such required additional consideration on its behalf and at
Service Recipient's expense. In the event that Service Recipient does
not agree to either (i) or (ii) above, Service Provider shall not be
required to provide the Services for which such third party licenses
are required. If the third party requires Service Recipient to secure
rights in such third party software to receive the Services or to use
the result of such Services, Service Recipient shall be responsible
for securing such rights at its own cost and expense.
(g) Service Recipient Provided Software. If Service Recipient elects to
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use Service Provider Hardware (as defined below) to operate and run
Service Recipient Provided Software (also as defined below) pursuant
to a Statement of Work, Service Recipient shall obtain all licenses
necessary for use of such software, pay any associated fees negotiated
with Service Provider for running such software for Service Recipient
and pay any costs related to obtaining required consents needed by
Service Provider to use such software for Service Recipient's benefit.
Service Recipient shall be responsible for all costs associated with
Service Recipient provided third party software. Service Recipient
agrees to indemnify and hold Service Provider harmless against any
loss, cost, claim, liability, damage, expense (including reasonable
attorney's fees), or demand by or on behalf of any person, firm,
corporation, or governmental authority resulting from or arising out
of Service Recipient's alleged violation of such third party software
rights, provided that prior to agreement on a Statement of Work, the
parties shall have worked diligently together to identify all license
rights needed by Service Recipient hereunder and to confirm that
Service Provider has the right to perform the services hereunder.
"Service Provider Hardware" shall mean the central processing units
and peripheral equipment installed in a Service Provider's facility
and utilized by Service Provider to provide Services described in any
Statement of Work. The term Service Provider Hardware does not include
circuit equipment from Service Recipient's site to Service Provider's
facility, terminals, controllers, or telecommunications equipment at
Service Recipient's site(s) required to enable Service Recipient to
utilize Service Provider's Services, all of which are Service
Recipient's responsibility. "Service Recipient Provided Software"
shall mean software owned or licensed by Service Recipient which is
installed an operated at a Service Provider facility pursuant to a
Statement of Work.
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2. COMPENSATION AND BILLING.
(a) Invoices. The charges for the Services shall be set out in the
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applicable Statement of Work. Service Provider shall invoice Service
Recipient for Services in accordance with the payment schedule set
forth in the applicable Statement of Work. Each invoice shall
reference this Agreement and the applicable Statement of Work. The
invoices shall be itemized to show the details as to all billed items.
Payments shall be made within thirty (30) days from the date each
invoice is received by Service Recipient.
(b) Sales, Use and Other Taxes. In addition to the charges for Services,
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Service Recipient shall pay Service Provider an amount equal to any
sales, use, privilege, gross revenue, excise, or any other tax (except
income and franchise taxes), as well as any assessments or duties with
respect to the Services lawfully levied by a duly constituted
governmental authority and for which Service Provider is required, by
law, to collect from Service Recipient. In addition each party shall
be responsible for all real and personal property taxes imposed on
software and equipment owned by the respective parties on January 1 of
every year. If Service Recipient determines that any Services are
exempt from a tax, Service Recipient must provide Service Provider a
properly completed exemption certificate, for each jurisdiction for
which Service Recipient is claiming an exemption, before Service
Provider will exclude the respective tax from amounts charged to
Service Recipient. Service Recipient will not deduct any tax amount
from remittances to Service Provider until a properly completed
exemption certificate, for all jurisdictions for which Service
Recipient is claiming an exemption, has been provided to Service
Provider.
(c) Expense Reimbursement. Service Recipient shall reimburse Service
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Provider for reasonable expenses for travel, meals and lodging
incurred by Service Provider in the performance of its obligations
under this Agreement. Any such charges shall be in compliance with
Service Provider's employee expense policies. There shall be no ▇▇▇▇-
up of such expense charges. Service Provider shall maintain
documentation of expenses incurred, and shall provide copies of
invoices of $100 or more upon Service Recipient's request. Service
Provider shall ▇▇▇▇ Service Recipient monthly for expenses as they
accrue. The parties will specify any limitation on the reimbursement
of expenses in the applicable Statement of Work. It is acknowledged
and agreed that if Service Provider is reasonably required to incur
expenses beyond such limitation in order to provide the Services, then
Service Provider is excused from performing such Services until said
expense limitation is removed or changed as mutually agreed, provided
that Service Provider promptly notifies Service Recipient of the need
to exceed the limitation.
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(d) Records. Service Provider shall maintain complete and accurate records
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in a form consistent with generally accepted accounting practices, to
substantiate Service Provider charges. Service Provider shall retain,
and make available upon request, such records for a period of three
(3) years from the date of invoice for Services. Service Recipient and
its authorized agents, subject to obligations of confidentiality as
set forth in this Agreement, shall have access to such records upon
prior written request during normal business hours during the term of
this Agreement and during the respective periods in which Service
Provider is required to maintain such records pursuant to this
subsection 2(d). Access to the records shall be made at the location
where such records are normally maintained.
(e) Late Payment. Late payment charges may be imposed by Service Provider
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at the rate of 1 1/2% per month (18%) per year). Interest shall not be
payable by Service Recipient for amounts on invoices which it has
disputed in good faith provided that Service Recipient pays the
applicable amount due, if any, within thirty (30) days of the
resolution of the dispute. With respect to disputed invoices,
undisputed amounts must be paid within thirty (30) days from the date
of the invoice. Service Provider must be advised in writing of any
amounts disputed by Service Recipient and the basis for the dispute
within ten (10) days from the date of the invoice or the entire
invoice must be paid.
3. TERM.
This Agreement is effective as of the date of closing of the initial public
offering of Genuity Inc. shares of stock ("Effective Date") and shall
expire the earlier of: (a) one (1) year after the Effective Date or (b)
expiration or termination of all of the Statements of Work under this
Agreement unless earlier terminated under Section 24(a), (b) or (c) of this
Agreement. In the event of any termination or expiration, Genuity agrees to
reasonably cooperate in transitioning the work to any successor service
provider, and upon GTE's request and at its expense, Genuity shall use
commercially reasonable efforts to secure GTE's continued use of applicable
third party licenses. GTE shall use its best efforts to provide all items,
services and personnel necessary to effectuate and ensure a smooth and
timely transition for Genuity from dependence on Services under each
Statement of Work to standalone ability to perform such Services itself or
in conjunction with third parties. Both parties shall make appropriate
resources available in connection with such transition, and any such steps
taken by GTE shall be accomplished prior to the expiration of the term of
this Agreement.
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4. ACCEPTANCE.
(a) Acceptance. Each Statement of Work shall specify the criteria, if any,
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that Service Provider must meet in order for the Work Products
described in the Statement of Work to be accepted by Service
Recipient. It may also specify a test plan, and such other information
as Service Provider and Service Recipient mutually deem appropriate
and the period of time, if any, that Service Recipient shall have to
review such Work Product and provide notice of acceptance or rejection
to Service Provider. Failure to accept or reject such Work Product
within the specified period of time or the commercial use of such Work
Product by or for the benefit of Service Recipient shall be deemed to
be acceptance.
(b) Rejection and Revision. If Service Recipient rejects any Work Product,
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it shall specify in reasonable detail in writing the reasons for
rejection and the requirements for revision. If the notice of
rejection is not sufficiently detailed to allow Service Provider to
determine why such Work Product is unacceptable, Service Provider may
request in writing that Service Recipient provide sufficient
additional information. If Service Provider and Service Recipient have
joint responsibility for the Work Product and the Work Product
requires revision, Service Provider shall assist Service Recipient in
making revisions necessary for the Work Product to meet the acceptance
criteria within a period of time that is reasonable under the
circumstances. If Service Provider has sole responsibility for the
Work Product, then it shall make the necessary revisions within a
period of time that is reasonable under the circumstances.
5. CONFIDENTIAL INFORMATION.
(a) Confidentiality. In the course of requesting and performing Services
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pursuant to this Agreement, each party may receive or acquire from the
other information or data pertaining to specifications, drawings,
sketches, models, samples, computer programs, methods, concepts, know-
how, techniques, processes, and other technical or business
information that the other party desires to protect against
unauthorized use or further disclosure. Unless otherwise expressly set
forth in a Statement of Work, for purposes of this Agreement,
"Confidential Information" shall mean: (i) any information in written,
other tangible or electronic form which is labeled by the disclosing
party as "confidential", "proprietary" or with a legend of similar
import; (ii) software in any form (including related documentation),
whether or not labeled in accordance with the preceding; (iii)
Services and Work Products provided pursuant to this Agreement, with
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the ownership of and proprietary interest therein being defined herein
or in the applicable Statement of Work; or (iv) information orally
disclosed and identified as confidential at the time of such
disclosure which is summarized in writing within thirty (30) days of
such disclosure. Each party shall remain the exclusive owner of its
Confidential Information.
(a) Use of Confidential Information. The Confidential Information of the
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disclosing party may be used by the receiving party only for the
performance or use of Services or Work Products to be provided
pursuant to this Agreement and may only be disclosed to those
employees, subcontractors or agents of the receiving party who have a
need to know in order to perform or use Services or Work Products
pursuant to this Agreement. Except and to the extent set forth in
subsection 6(c), the receiving party may not disclose Confidential
Information of the other party to any other person, entity, or the
public without the prior written consent of the disclosing party.
However, such Confidential Information may be disclosed by the
receiving party without the necessity of prior written consent, to the
receiving party's subcontractors or consultants who require access to
such Confidential Information to perform or use the Services under
this Agreement, provided such persons have entered into written
agreements which contain obligations of nondisclosure and nonuse no
less restrictive than set forth in this Section 6. It is agreed that
such written agreements shall be enforceable by the disclosing party.
(b) Exceptions. The obligations in subsection 6(b) shall not apply to that
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portion of any information received from the disclosing party which
is: lawfully in the receiving party's possession, with no restriction
on use or disclosure, prior to its acquisition from the disclosing
party; received in good faith by the receiving party, with no
restrictions on use or disclosure, from a third party not subject to
any confidential obligation to the disclosing party; now or later
becomes publicly known through no breach of confidential obligation by
the receiving party; released by the disclosing party to any other
person, firm or entity (including governmental agencies or bureaus)
without restriction on use or disclosure; or independently developed
by or for the receiving party without any reliance on or use of
Confidential Information of the disclosing party. The foregoing
exceptions shall not apply to software in any form.
(d) Disclosure and Notification. If a receiving party receives a request
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to disclose any Confidential Information of the disclosing party
(whether pursuant to a subpoena, an order issued by a court or other
governmental authority of competent jurisdiction or otherwise) and, on
advice of legal counsel, determines that disclosure is required under
applicable law, the receiving party agrees that, prior to disclosing
any Confidential Information of the disclosing party, it shall (i)
notify the disclosing party of the
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existence and terms of such request or advice, (ii) cooperate with the
disclosing party in taking legally available steps to resist or narrow
any such request or to otherwise eliminate the need for such
disclosure at the disclosing party's sole expense, if requested to do
so by the disclosing party, and (iii) if disclosure is required, it
shall be the obligation of the disclosing party to use its
commercially reasonable efforts to obtain a protective order or other
reliable assurance that confidential treatment shall be afforded to
such portion of the Confidential Information of the disclosing party
as is required to be disclosed.
(e) Continuing Obligation. The obligation of non-disclosure and non-use
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with respect to Confidential Information of the disclosing party shall
survive termination of this Agreement and shall continue for a period
of 5 years thereafter, provided that the obligations of non-disclosure
and non-use shall continue in perpetuity for software included in
Confidential Information.
6. OWNERSHIP AND LICENSE OF WORK PRODUCTS.
(a) Ownership. Unless expressly provided otherwise in the applicable
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Statement of Work, the ownership of any and all right, title and
interest in and to work products (including without limitation:
computer programs and documentation; photographs; logos; drawings;
artistic and graphical works; reports; data; information; and other
works of authorship) made by Service Provider, or its suppliers or
contractors, during performance of Services for Service Recipient in
accordance with the applicable Statement of Work (all such works
herein "Work Products"), shall be determined in accordance with the
terms and conditions of the Software Development and Technical
Services Agreement relating to ownership of intellectual property,
with those terms and conditions being applied to any Statement of Work
issued hereunder and being incorporated herein in their entirety by
this reference.
(b) License. Unless expressly provided otherwise in the applicable
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Statement of Work:
(1) If Service Provider owns any Work Products, any license granted
to Service Recipient by Service Provider in or to any such Work
Products shall be on the same terms and conditions as the license
grant by GTE to GENUITY contained in the Software License
Agreement, with such terms and conditions being incorporated
herein in their entirety by this reference.
(2) If Service Recipient owns any Work Products, and subject to
Service Provider's obligations with respect to Service
Recipient's
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Confidential Information, Service Provider shall retain a non-
exclusive, perpetual, world-wide, royalty-free license to use any
such Work Product for its ordinary and usual business purposes.
7. DISPUTE RESOLUTION.
(a) General. Except as provided in subsection 7(d) below, any controversy
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or claim arising out of or relating to this Agreement, or the breach
thereof, shall attempt to be settled first, by good faith efforts of
the parties to reach mutual agreement, and second, if mutual agreement
is not reached to resolve the dispute, by final, binding arbitration
as set out in subsection 7(c) below.
(b) Initial Resolution. A party that wishes to initiate the dispute
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resolution process shall send written notice to the other party with a
summary of the controversy and a request to initiate these dispute
resolution procedures. Each party shall appoint a knowledgeable,
responsible representative from the company who has the authority to
settle the dispute, to meet and negotiate in good faith to resolve the
dispute. The discussions shall be left to the discretion of the
representatives, who may utilize other alternative dispute resolution
procedures such as mediation to assist in the negotiations.
Discussions and correspondence among the representatives for purposes
of these negotiations shall be treated as Confidential Information
developed for purposes of settlement, shall be exempt from discovery
and production, and shall not be admissible in the arbitration
described above or in any lawsuit pursuant to Rule 408 of the Federal
Rules of Evidence. Documents identified in or provided with such
communications, which are not prepared for purposes of the
negotiations, are not so exempted and may, if otherwise admissible, be
admitted in evidence in the arbitration or lawsuit. The parties agree
to pursue resolution under this subsection 7(b) for a minimum of sixty
(60) days before requesting arbitration.
(c) Arbitration. If the dispute is not resolved under the preceding
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subsection 7(b) within sixty (60) days of the initial written notice,
either party may demand arbitration by sending written notice to the
other party. The parties shall promptly submit the dispute to the
American Arbitration Association for resolution by a single neutral
arbitrator acceptable to both parties, as selected under the rules of
the American Arbitration Association. The dispute shall then be
administered according to the American Arbitration Association's
Commercial Arbitration Rules, with the following modifications: (i)
the arbitration shall be held in a location mutually acceptable to the
parties, and if the parties do not agree, the location shall be New
York City; (ii) the arbitrator shall be licensed to practice law;
(iii) the arbitrator shall conduct the arbitration as if it were a
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bench trial and shall use, apply and enforce the Federal Rules of
Evidence and Federal Rules of Civil Procedure; (iv) except for
breaches related to Confidential Information, the arbitrator shall
have no power or authority to make any award that provides for
consequential, punitive or exemplary damages; (v) the arbitrator shall
control the scheduling so that the hearing is completed no later than
60 days after the date of the demand for arbitration; and (vi) the
arbitrator's decision shall be given within 5 days thereafter in
summary form that states the award, without written decision, which
shall follow the plain meaning of this Agreement, the relevant
documents, and the intent of the parties. Judgment on the award
rendered by the arbitrator may be entered in any court having
jurisdiction over the parties. Each party to the dispute shall bear
its own expenses arising out of the arbitration, except that the
expenses of the facilities to conduct the arbitration and the fees of
the arbitrator shall be shared equally by the parties.
(d) Injunctive Relief. The foregoing notwithstanding, each party shall
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have the right to seek injunctive relief in an applicable court of law
or equity independent of any resolution of the dispute in accordance
with the foregoing.
8. RELATIONSHIP OF PARTIES.
(a) Independent Contractors. In providing any Services pursuant to this
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Agreement, Service Provider and its affiliates are independent
contractors and not agents or representatives of Service Recipient.
Persons furnished by the respective parties shall be solely the
employees or agents of such parties, respectively, and shall be under
the sole and exclusive direction and control of such parties. They
shall not be considered employees of the other party or parties for
any purpose. Each party shall also be responsible, respectively, for
payment of taxes, including federal, state, and municipal taxes,
chargeable or assessed with respect to its employees or agents, such
as social security, unemployment, worker's compensation, disability
insurance and federal and state income tax withholding.
(b) No Performance. Neither party undertakes by this Agreement or any
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Statement of Work to conduct the business or operations of the other
party. Nothing contained in this Agreement or any Statement of Work is
intended to give rise to a partnership or joint venture between the
parties or to impose upon the parties any of the duties or
responsibilities of partners or joint venturers.
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9. FORCE MAJEURE.
If performance of any Services under this Agreement is prevented,
restricted or interfered with by reason of acts of God, wars, revolution,
civil commotion, acts of public enemy, embargo, acts of government in its
sovereign capacity, labor difficulties, including without limitation,
strikes, slowdowns, picketing or boycotts, communication line failures,
power failures, or any other circumstances beyond the reasonable control
and not involving any fault or negligence of the party affected, the party
affected, upon giving prompt notice to the other party, shall be excused
from such performance on a day-to-day basis during the continuance of such
prevention, restriction, or interference (and the other party shall
likewise be excused on a day-to-day basis during the same period, from
performance of its obligations which are dependent upon or affected by such
nonperformance), provided, however, that the party so affected shall use
its commercially reasonable efforts to avoid or remove such causes of
nonperformance and both parties shall proceed immediately with the
performance of their obligations under this Agreement whenever such causes
are removed or cease. If a force majeure condition continues to prevent a
party from performing for more than (30) consecutive days, then the other
party may terminate the applicable Statement of Work.
10. REGULATORY COMPLIANCE.
(a) Cooperation. This Agreement is subject at all times to any statute,
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order, rule, or regulation or any state or federal regulatory agency
having competent jurisdiction over one or both of the parties hereto
or the Services provided hereby. The parties agree to cooperate with
each other and with any applicable regulatory agency so that any and
all necessary approvals may be obtained. During the term of this
Agreement, the parties agree to continue to cooperate with each other
in any review of this Agreement by a regulatory agency so that the
benefits of this Agreement may be achieved.
(b) Filing Agreement. Notwithstanding the effective date and term of this
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Agreement as stated elsewhere, to the extent that any statute, order,
rule or regulation or any regulatory agency having competent
jurisdiction over one or both parties to this Agreement, shall require
that this Agreement or subsequent amendment be filed with or approved
by such regulatory agency before the Agreement or amendment may be
effective, this Agreement or amendment shall not be effective in such
jurisdiction until the first business day after such approval or
filing shall have occurred.
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11. INDEMNIFICATION.
(a) General. GTE and GENUITY, to the fullest extent permitted by law, each
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shall defend, indemnify and hold harmless the other and its
affiliates, officers, agents and employees from any and all amounts
payable under any judgment, verdict, court order or settlement (and
associated fees and disbursements of counsel) arising from or related
to any third-party claims for injury, sickness, disease or death of
any person or damage to any real or tangible personal property or
assets to the extent arising from the indemnitor's (either directly or
through its officers, agents, subcontractors or representatives)
negligence or willful misconduct in the performance of this Agreement
provided, however, that if a claim is the result of the joint
negligence or joint willful misconduct of GTE and GENUITY, the amount
of the claim for which each party is entitled to indemnification shall
be limited to that portion of such claim that is attributable to the
negligence or willful misconduct of the indemnifying party. The
parties agree that the price for Services provided under this
Agreement includes consideration for the obligation to indemnify as
set out in this subsection 13(a).
(b) Losses. GENUITY and GTE each shall be responsible for any and all
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claims, actions, damages, liabilities, costs and expenses, including
reasonable attorneys' fees and expenses (collectively, "Losses"), to
their respective tangible personal or real property (whether owned or
leased), and each party agrees to look only to its own insuring
arrangements (if any) with respect to such Losses. Subject to the
procedures set forth below, each party shall indemnify, defend, and
hold the other party harmless from any and all Losses arising out of,
under or in connection with claims for which the indemnitor is
responsible under the preceding sentence.
(c) Waivers. GENUITY and GTE waive all rights to recover against each
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other for any Loss to their respective tangible personal property
(whether owned or leased) from any cause covered by insurance
maintained by each of them, including their respective deductibles or
self-insured retentions. GENUITY and GTE shall cause their respective
insurers to issue appropriate waivers of subrogation rights
endorsements to all property insurance policies maintained by each
party. Each party shall give the other written notice if a waiver of
subrogation is unobtainable or obtainable only at additional expense.
If the party receiving such notice agrees to reimburse the other party
for such additional expense, the other party shall obtain such waiver
of subrogation. If a waiver is unobtainable or if a party elects not
to pay the additional expense of a waiver, then neither party nor
their insurers shall waive such subrogation rights.
13
(d) Conditions. The indemnification obligations set forth in this
----------
Section 11 shall not apply unless the party claiming indemnification:
(i) notifies the other promptly in writing of any matters in respect
of which the indemnity may apply and of which the notifying party has
knowledge, in order to allow the indemnitor the opportunity to
investigate and defend the matter; provided, however, that the failure
to so notify shall only relieve the indemnitor of its obligations
under this Section 11 if and to the extent that the indemnitor is
prejudiced thereby; and (ii) gives the other party full control of the
response thereto and the defense thereof, including any agreement
relating to the settlement thereof. However, if the indemnitor fails
to promptly assume the defense of the claim, the party entitled to
indemnification may assume the defense at the indemnitor's cost and
expense. The indemnitor shall not be responsible for any settlement or
compromise made without its prior written consent, unless the
indemnitee has tendered notice and the indemnitor has then refused to
assume and defend the claim and it is later determined that the
indemnitor was obligated to assume and defend the claim. The
indemnitee agrees to cooperate in good faith with the indemnitor at
the request and expense of the indemnitor.
12. LIMITATION OF LIABILITY.
(a) General. A party's and its affiliates' liability arising out of or
-------
relating to a Statement or Statements of Work and this Agreement,
including without limitation on account of performance or
nonperformance of obligations hereunder, regardless of the form of the
cause of action, whether in contract, tort (including without
limitation negligence), statute or otherwise, shall in no event exceed
the lesser of (i) the price to be paid to Service Provider for the
completed Statement of Work (whether set out as a fixed price,
estimated price, not-to-exceed amount, or other similar expression of
the total price for the work to be performed under the Statement of
Work); (ii) the amount actually paid by Service Recipient to Service
Provider for the particular Statement of Work from which the claim
arises; or (iii) if the price to be paid to Service Provider for the
Statement of Work is expressed as a recurring periodic charge, the
liability shall be limited to the average of three (3) months charges
for technical services based on the average previous twelve (12)
month's (or such lesser number of months that the Statement of Work
has been in effect) of the invoices actually paid by Service Recipient
under the Statement of Work. The limitation in the immediately
preceding sentence does not apply to a party's obligations under the
Sections entitled Indemnification and Confidential Information, nor
does it apply to willful misconduct or gross negligence on the part of
a party.
14
(b) Limitation. EXCEPT FOR BREACHES RELATED TO CONFIDENTIAL
----------
INFORMATION, NEITHER PARTY SHALL BE LIABLE TO THE OTHER FOR ANY
INDIRECT, INCIDENTAL, PUNITIVE, EXEMPLARY, SPECIAL OR CONSEQUENTIAL
DAMAGE OR LOST PROFITS OF ANY KIND WHATSOEVER EVEN IF A PARTY OR ITS
AFFILIATES HAVE BEEN APPRISED OF THE LIKELIHOOD OF SUCH DAMAGES
OCCURRING.
(c) Benefits Under Licenses. Anything contained herein to the contrary
-----------------------
notwithstanding, this Agreement shall not constitute an agreement to
start work, to provide Services or Work Product or to make available
to Service Recipient the benefits under any agreement, license or
arrangement if doing so without the consent of and/or payment to
another party thereto would constitute a breach thereof or in any
material way affect the rights of Service Provider thereunder, unless
and until such consent is obtained and payment, if any, made to such
party by Service Provider. Service Provider shall use commercially
reasonable efforts to secure such consents and benefits under any such
agreement or arrangement. If Service Provider cannot: (i) obtain such
consent; or (ii) Service Provider and the third party vendor cannot
agree on a commercially reasonable payment, if such is required, or
(iii) if providing the Services or Work Products or making the
benefits under any such agreement, license or arrangement available
would materially affect Service Provider's right thereunder, Service
Provider shall not be required to provide any Services or Work
Products which are dependent upon any agreement, license or
arrangement as to which the third party provider has objected in
writing to making the benefits of such agreement, license or
arrangement available to Service Recipient. Service Recipient may,
however, obtain the requisite license or pay such fees that it deems
appropriate in order for Service Provider to provide the Services, if
Service Provider's provision of Services pursuant to such Service
Recipient License or payment is without any adverse material affect to
Service Provider.
13. CHANGES IN MANNER OF PROVIDING SERVICES.
Service Recipient acknowledges that Service Provider and its affiliates may
in the future determine to outsource certain information technology
functions or perform such functions using different computer software
operating systems or applications. These changes may prevent Service
Provider from providing certain Services or Work Products to Service
Recipient pursuant to this Agreement in the manner in which they have been
provided prior to such change. In the event Service Provider determines to
take any such action, it will provide Service Recipient with one hundred
twenty (120) days prior written notice and will cooperate with Service
Recipient to enable Service Recipient to continue to receive any affected
Services and Work Products through arrangements with
15
Service Provider's outsource providers or through conversion of Service
Recipient data for use on such operating systems or applications. In the
event Service Provider determines to make such changes, Service Recipient
shall have the right to terminate this Agreement or any affected Statement
of Work without any liability or penalty. Any customizations requested by
Service Recipient within or to the systems utilized by Service Provider to
provide the Services shall be at Service Provider's discretion. Service
Recipient shall be required to pay the mutually agreed upon cost of such
customizations.
14. INSURANCE.
(a) Coverage. Each of GTE and GENUITY agrees to maintain in full force
--------
and effect during the term of this Agreement, and so long as the
indemnity obligations hereunder are in effect, the following minimum
insurance coverages: (i) Worker's Compensation and Occupational
Disease covering each party's full liability under the Statutory
Workers' Compensation Laws for the state in which the Service is being
performed; (ii) Employer's Liability Insurance in the minimum amount
of $100,000 per accident, $100,000 disease per employee, and $500,000
disease aggregate; (iii) General Liability Insurance- Broad Form,
including, but not limited to each party's Protective Liability,
Blanket Contractual Liability and Products Liability/Completed
Operations in the minimum amounts of $1,000,000 per occurrence; and
(iv) If the use of motor vehicles is required, comprehensive Motor
Vehicle Liability Insurance to include, but not limited to owned, non-
owned, leased, and hired vehicles in the minimum amounts of $1,000,000
combined single limit per occurrence for Property Damage and any
accident resulting in bodily injury or the death of one or more
persons, and the consequential damages arising therefrom.
(b) Certificates of Insurance. Certificates of Insurance, incorporating
-------------------------
the above-described endorsements, shall be furnished to a party upon
request of the other party.
15. REPRESENTATIONS AND WARRANTIES.
Each of GTE and GENUITY represents, warrants, and covenants to the
other party that:
(a) In performing Services, it shall comply with all applicable laws,
codes, ordinances, orders, rules and regulations of local, state, and
federal governments and agencies and instrumentalities, including, but
not limited to, applicable wage and hour, safety and environmental
laws, and all
16
standards and regulations of appropriate regulatory commissions and
similar agencies.
(b) All Services furnished by it shall be performed by qualified personnel
at a level of professional performance standard within the industry in
which the Services are provided.
(c) It has all rights and licenses to perform the Services contemplated by
this Agreement and any Statement of Work incorporated herein.
(d) THE WARRANTIES IN THIS SECTION 15 AND ANY WARRANTY IN A STATEMENT OF
WORK, BUT ONLY IF SPECIFICALLY IDENTIFIED AS AN EXPRESS WARRANTY IN
SUCH STATEMENT OF WORK (INCLUDING SERVICE LEVEL AGREEMENTS), ARE IN
LIEU OF ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, OR WHETHER ARISING
BY COURSE OF DEALING OR PERFORMANCE, CUSTOM, USAGE IN THE TRADE OR
PROFESSION OR OTHERWISE, INCLUDING BUT NOT LIMITED TO, IMPLIED
WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE OR
WARRANTIES AGAINST INFRINGEMENT. Except for the warranties expressly
set forth in this Section 15 and any Statement of Work, Service
Recipient acknowledges and agrees that it has relied on no other
representations or warranties and that no other representations or
warranties have formed the basis of its bargain hereunder.
(e) All representations, warranties and covenants of each of the parties
contained in this Section 15 shall continue for the term of this
Agreement and shall survive its termination.
16. ASSIGNMENT AND SUBCONTRACTING.
(a) Neither this Agreement nor any rights or obligations hereunder shall
be assignable by either of the parties hereto; provided that either
party may delegate all or any portion of its obligations to perform
Services under this Agreement to one or more of its affiliates or
either party may assign to any affiliate without the consent of the
other party.
(b) Each party may use subcontractors to perform the Services under this
Agreement as specified in Section 1(d). Each party shall be
responsible for the fulfillment of its obligations hereunder,
notwithstanding the performance of such obligations by its
subcontractors.
17
17. EQUAL EMPLOYMENT.
(a) General Compliance. Without limitation of Section 18, COMPLIANCE WITH
------------------
LAWS, each party shall comply with applicable laws concerning
employment, including, but not limited to the following, which are
incorporated herein by specific reference:
(1) The Equal Employment Opportunity Clause set forth in Section 202,
paragraphs I through 7, of Executive Order 11246, as amended,
relative to Equal Employment Opportunity and the implementing
Rules and Regulations of the Office of Federal Contract
Compliance (hereinafter referred to as "the OFCCP") relating to
equal employment opportunity.
(2) The Affirmative Action Clause set forth in Section 60-741.4 of
the Affirmative Action Regulations on Handicapped Workers, issued
by the OFCCP pursuant to Section 503 of the Vocational
Rehabilitation Act of 1973, as amended.
(3) The Affirmative Action Clause set forth in Section 60-250.4 of
the regulations issued by the OFCCP under Section 402 of the
Vietnam Era Veteran's Readjustment Assistance Act of 1974.
(4) Public Law 95-507 and Executive Orders 11625 and 12138.
(5) The Immigration Reform and Control Act of 1986 and any and all
rules and regulations pertaining thereto. In compliance with the
Act, each of the parties requires all approved contracting firms
to supply only persons authorized to work in the United States
pursuant to the Act. Each of the parties shall be responsible for
complying with the Act with regard to all employees supplied to
the other party.
(6) Title I of the Americans with Disabilities Act, 42 U.S.C.A. 12101
et seq.
------
(b) ADA. If any persons furnished by either party under the
---
Agreement or any Statement of Work have a disability as defined in the
Americans with Disabilities Act, 42 U.S.C.A. 12101 et seq. (the ADA),
the furnishing party shall, where required by Title I of the ADA and
at its sole expense, provide "reasonable accommodations" that may be
required under Title I of the ADA. If Service Provider performs
Services at facilities operated by Service Recipient, Service
Recipient shall be responsible, at its sole expense, for any physical
changes to Service Recipient's facility that may
18
be required under the ADA with respect to persons utilized by Service
Provider in performing the Services.
(c) Work Environment. Both parties agree to provide a work environment
----------------
free from all forms of sexual harassment, including but not limited
to, any unwelcome sexual advances, requests or demands for sexual
favors, and other visual, verbal, or physical conduct of a sexual
nature.
18. COMPLIANCE WITH LAWS.
GTE and GENUITY shall each comply with the provisions of all applicable
federal, state, and local laws, ordinances, regulations and codes
(including procurement of required permits or certificates) in fulfillment
of their obligations under this Agreement. The Confidential Information of
each party may be subject to U.S. export and foreign transactions control
regulations. Each party undertakes that it shall not export, nor cause nor
permit to be exported, the other party's Confidential Information out of
the United States of America without such other party's prior written
consent and without compliance with applicable law and regulation; nor
shall such Confidential Information be made available, directly or
indirectly, for use in any project associated with the design, development,
production, testing, stockpiling or use of: (a) nuclear weapons or
facilities to produce nuclear explosives; or, (b) missiles; or, (c)
chemical or biological warfare agents. Each party agrees to comply with all
applicable laws and regulations relating to the exportation of technical
information, as they currently exist and as they may be amended from time
to time.
19. PLANT WORK RULES AND RIGHT OF ACCESS.
(a) Compliance. Employees, subcontractors, and agents of the parties,
----------
while on the premises of the other, shall comply with all plant rules,
regulations and reasonable company standards for security, including
(when required by U.S. government regulations) submission of
satisfactory clearance from U.S. Department of Defense and other
federal authorities concerned.
(b) Access. Each party shall permit reasonable access during normal
------
working hours to its facilities that are used in connection with the
performance of Services. No charge shall be made for such visits.
Reasonable prior notice shall be given when access is required.
(c) Limitation on Access. If either party is given access, whether
--------------------
on-site or through remote facilities, to any computer or electronic
data storage system of the other party in order to accomplish the
Services called for in this Agreement, the party that receives such
access shall limit such access and use solely to perform Services
within the scope of this
19
Agreement and shall not access or attempt to access any computer
system, electronic file, software or other electronic services other
than those specifically required to accomplish the Services required
under this Agreement. Under no circumstances shall either party's
personnel access any networks or facilities of the other party for the
purpose of accessing other external networks, nor shall any such
capabilities for such access be published or made known via any
medium, as for example and not by way of limitation, posting on
bulletin boards or E-mail. Any such use or publication shall be a
material breach of this Agreement. Neither party shall use back doors,
data capture routines, games, viruses, worms, or Trojan horses and any
intentional introduction of such into the other party's data networks
shall be deemed a material breach of this Agreement. The party
receiving access shall limit such access to those of its employees
whom the other party has authorized in writing to have such access in
connection with this Agreement or the applicable Statement of Work,
and shall strictly follow all security rules and procedures for use of
the providing party's electronic resources. All user identification
numbers and passwords and any information obtained as a result of
access to and use of a party's computer and electronic data storage
systems shall be deemed to be, and shall be treated as, Confidential
Information under applicable provisions of this Agreement. Each party
agrees to cooperate with the other in the investigation of any
apparent unauthorized access to a party's computer or electronic data
storage systems.
20. SERVICE RECIPIENT RESPONSIBILITIES.
Service Recipient agrees to perform in a timely fashion those tasks, and to
provide the personnel, facilities and accurate information as agreed by the
parties and set forth in the applicable Statement of Work. Service
Recipient further agrees to cooperate with Service Provider in its
performance of this Agreement, to not unreasonably withhold its consent to
any matter for which consent is required or requested.
21. PERMITS.
Unless otherwise specifically provided for in this Agreement, Service
Provider shall obtain and keep in full force and effect, at its expense,
any permits, licenses, consents, approvals and authorizations ("Permits")
necessary for and incident to the performance and completion of the
Services. Notwithstanding the foregoing, Service Recipient shall obtain and
keep in full force and effect, at its expense, any Permits related to its
facilities and the conduct of its business.
20
22. PUBLICITY.
The parties agree to submit to one another, for prior written approval, all
advertising, sales promotion, press releases and other publicity matters
relating to the Services performed pursuant to this Agreement, when its
respective name or ▇▇▇▇ is mentioned or language from which the connection
of said name or ▇▇▇▇ ▇▇▇ be inferred or implied. The parties further agree
not to publish or use such advertising, sales promotions, press releases,
or publicity matters without such prior written approval. Any approval
required under this Section 22 shall not be unreasonably withheld or
delayed by either party. Notwithstanding the foregoing, Service Provider
may list Service Recipient as a customer in promotional and marketing media
and describe in general terms the Services provided by Service Provider
under this Agreement in proposals and other marketing materials.
23. TRADEMARKS, TRADENAMES AND OTHER INTELLECTUAL PROPERTY.
Except as expressly set forth in this Agreement or in a separate written
agreement between GTE and GENUITY, nothing in this Agreement or any
Statement of Work shall grant, suggest or imply any right, license or
authority for one party to use the name, trademarks, service marks, trade
names or domain names of the other for any purpose whatsoever. Except and
to the extent expressly set forth in this Agreement or in a separate
written agreement between GTE and GENUITY, nothing in this Agreement or any
Statement of Work shall be deemed to grant to either party any right or
license under any intellectual property of the other party.
24. TERMINATION OF WORK.
(a) Termination Events. Either party may terminate or cancel this
------------------
Agreement or any Statement of Work, effective immediately, upon
written notice to the other party, if any of the following events
occur:
(1) The other files a voluntary petition in bankruptcy (other than as
creditor).
(2) The other is adjudged bankrupt.
(3) A court assumes jurisdiction of the assets of the other under a
federal reorganization act.
(4) A trustee or receiver is appointed by a court for all or a
substantial portion of the assets of the other.
21
(5) The other becomes insolvent or suspends its business.
(6) The other makes an assignment of its assets for the benefit of
its creditors except as required in the ordinary course of
business.
(b) Termination for Breach. Either party may terminate or cancel
----------------------
this Agreement or a Statement of Work, for a material breach or
default of any of the terms, conditions or covenants of this Agreement
by the other, provided that such termination or cancellation may be
made only following the expiration of a thirty (30) day period ("Cure
Period") during which the breaching party has failed to cure such
breach after having been given written notice thereof. In such event,
the non-breaching party may terminate by giving 10 days written notice
of termination, after the expiration of the Cure Period.
(c) Termination for Convenience. Service Recipient may terminate this
---------------------------
Agreement or a Statement of Work during the term of this Agreement or
a Statement of Work, for convenience on one hundred twenty (120) days
prior written notice to Service Provider. In the event of termination
by Service Recipient pursuant to this Sub-part, prior to the end of
the term, Service Recipient will reimburse Service Provider for all
Service Recipient-approved, third party costs for equipment or
software which have been incurred by Service Provider after the
execution of this Agreement as a direct result of Service Provider's
provision of Services under this Agreement or any Statement of Work,
provided that Service Recipient shall be entitled to any right,
license or title related to any such equipment or software to the
extent Service Provider has the ability to convey such right, license
or title.
(d) Termination Assistance. Upon termination of a Statement of Work,
----------------------
Service Provider shall perform the following turnover services if
requested in writing by Service Recipient:
(1) Prepare and submit a detailed turnover plan which includes the
overall strategy, schedule, itemization of turnover deliverables,
and tasks required to complete the turnover; and
(2) Transfer date files (archived and current), files, and
documentation to Service Recipient as may be provided in the
Statement of Work.
Service Recipient shall pay Service Provider for the turnover services
delineated in this subsection 24(d) at the hourly rates specified in
the Statement of Work or if no rates are specified, at Service
Provider's then current rates for such services. Except as expressly
stated herein, Service Recipient acknowledges that Service Provider
shall provide no
22
turnover assistance except as specifically requested in writing by
Service Recipient and agreed to in writing by Service Provider.
(e) Termination under Statement of Work. Statements of Work may be
-----------------------------------
terminated as set out under their specific terms, if different from
those set out in subsections (a), (b) and (c) of Section 24 above.
25. NOTICE.
Any written notice either party may give the other concerning the subject
matter of this Agreement shall be in writing and given or made by means
that obtain a written acknowledgment of receipt. If the notice pertains to
a Statement of Work performed by any of the following entities notice shall
be sent to the applicable company addresses shown below, which may be
changed by written notice:
To GTE SERVICE CORPORATION:
▇▇▇▇ ▇▇▇▇▇▇▇▇▇ ▇▇▇▇▇
▇▇▇▇▇▇, ▇▇▇▇▇ ▇▇▇▇▇
Attention: _____________
To GTE DATA SERVICES INCORPORATED:
▇▇▇ ▇▇▇▇ ▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇
▇▇▇▇▇▇ ▇▇▇▇▇▇▇, ▇▇▇▇▇▇▇ ▇▇▇▇▇
Attention: _____________
To GTE CONSOLIDATED SERVICES INCORPORATED:
▇▇▇▇ ▇▇▇▇▇▇▇▇▇ ▇▇▇▇▇
▇▇▇▇▇▇, ▇▇▇▇▇ ▇▇▇▇▇
Attention: _____________
To GTE COMMUNICATION SYSTEMS INCORPORATED:
▇▇▇▇ ▇▇▇▇ ▇▇▇▇▇
▇▇▇▇▇, ▇▇▇▇▇▇, ▇▇▇▇▇ ▇▇▇▇▇
Attention:_____________
To GENUITY:
▇ ▇▇▇ ▇▇ ▇▇▇▇▇▇ ▇▇▇▇▇
▇▇▇▇▇▇▇▇▇▇, ▇▇▇▇▇▇▇▇▇▇▇▇▇ ▇▇▇▇▇
Attention: _____________
Notice shall be deemed to have been given or made when actually received,
as evidenced by written acknowledgment of receipt.
23
26. WAIVER OF TERMS AND CONDITIONS.
Failure to enforce any of the terms or conditions of this Agreement shall
not constitute a waiver of any such terms or conditions, or of any other
terms or conditions.
27. SEVERABILITY.
Where any provision of this Agreement is declared invalid, illegal, void or
unenforceable, or any changes or modifications are required by regulatory
or judicial action, and any such invalid, illegal, void or unenforecable
provision, or such change or modification, substantially affects any
material obligation of a party hereto, the remaining provisions of this
Agreement shall remain in effect and the parties shall mutually agree upon
a course of action with respect to such invalid provision or such change or
modification to the end that the purposes of this Agreement are carried
out.
28. SURVIVAL OF OBLIGATIONS.
The provisions in the Agreement relating to Confidentiality,
Indemnification, Dispute Resolution, Termination, Compensation and Billing,
Limitation of Liability, and Insurance shall survive any termination,
cancellation or expiration of this Agreement.
29. APPLICABLE LAW.
This Agreement, and the rights and obligations contained in it, shall be
governed by and construed in accordance with the laws of the State of New
York, without regard to any conflicts of law principles that would require
the application of the laws of any other jurisdiction.
30. NO UNREASONABLE DELAY OR WITHHOLDING.
Where agreement, approval, acceptance, consent or similar action by GENUITY
or GTE is required, such action shall not be unreasonably delayed or
withheld.
31. ENTIRE AGREEMENT.
This Agreement represents the entire understanding between the parties with
the respect to its provisions and cancels and supercedes all prior
agreements or understandings, whether written or oral, with respect to the
subject matter. This Agreement may only be modified or amended by an
instrument in writing signed by duly authorized representatives of the
parties. This Agreement shall be
24
deemed to include all Exhibits, Addenda and Statements of Work issued
hereunder.
32. RULES OF INTERPRETATION.
Headings in this Agreement are for convenience of reference only and shall
not affect the interpretation or construction hereof. Unless otherwise
specified, (i) the terms "hereof", "herein" and similar terms refer to this
Agreement as a whole and (ii) references herein to "Sections" and
"subsections" refer to parts, sections or subsections of this Agreement.
[remainder of this page left blank]
25
* * *
IN WITNESS WHEREOF, the parties hereto have executed this Agreement through
their authorized representatives.
Genuity Solutions Inc. GTE Service Corporation
By:____________________________ By:____________________________
Name:__________________________ Name:__________________________
Title:_________________________ Title:_________________________
Date:__________________________ Date:__________________________
26
Statement of Work
Between
GTE Service Corporation
And
Genuity Solutions Inc.
To Provide Support For:
Computing Infrastructure Services
1.0 Management Summary
1.1 Introduction
This Statement of Work is appended to the Agreement for IT Transition
Services dated ________________________, 2000 by and between Genuity
Solutions Inc. ("Genuity") and GTE Service Corporation and its affiliates
and shall be governed by the terms and conditions thereof. The services
described herein shall be provided by GTE Data Services Incorporated
("GTEDS") for a period of up to 12 months effective upon the Effective Date
of the Agreement for IT Transition Services. This Statement of Work may not
be renewed.
1.2 Executive Summary
GTEDS is currently providing computing infrastructure information
technology services to Genuity. These computing infrastructure services
include providing phone and desk-side support to Genuity personnel and
their desktop computing equipment ("End User Support"); providing network
connections and transmission for Genuity personnel and equipment ("Network
Support"); supporting shared computer hardware and software utilized by
Genuity personnel to accomplish business functions ("Server Operations and
Support"); and supporting telephonic services (voice and FAX) for Genuity
personnel ("Voice Services and Support"). All interLATA telecommunications
services provided are in compliance with Section 271.
These services are required during the separation and transition of Genuity
due to Genuity's short-term inability to provide these services due to the
particular locations of the Genuity personnel or equipment, the skills
required to provide these services at the sites, or the lack of Genuity
labor at these locations to apply to these services.
Genuity will receive these services for up to 12 months effective upon the
date of execution of the Agreement.
2. Scope of Work
Computing Infrastructure Services are being provided by GTEDS to Genuity
which include the following service areas and general areas of activity:
End User Support, which consists of the following activity areas:
. Help Desk Support
. ID Management and
. Fault Isolation and Problem Resolution
All problems and service requests will be reported to the GTEDS National
Support Center (NSC). The NSC will log and track problems using the
Infoman information system. Problems not reported through the NSC may not
be logged and tracked properly.
Network Support, which consists of the following activity areas:
. LAN/WAN Implementation, Access, and Management
. Network Security
Page 1 of 5
27
. InterWAN Access
. Fault Isolation and Problem Resolution
For those locations and items specified in Attachment A, GTEDS will
provide Local Area and Wide Area network Implementation, access, and
management. GTEDS will provide wide area network availability and
monitoring from the designated GTEDS data center to the Genuity location
and to designated Genuity data centers. GTEDS has management
responsibility for all equipment and circuits that provide the network
connection to the contracted computing equipment. The network will be
designed and modified as necessary to ensure that the business needs are
met and effective technology is utilized. GTEDS will perform network
planning and capacity management planning based on the receipt of
required information concerning transaction volumes and timing, etc. from
Genuity. If an outage occurs, appropriate notifications will be made.
Server Operations and Support, which consists of the following activity
areas:
. NT Client/Server Support
. Operations Monitoring
. Fault Isolation and Problem Resolution
For those locations and items specified in Attachment A, GTEDS will
provide server support and management for home share and print servers
designated in SOW. Servers will be added to meet and maintain service
levels based on designated users base supported by this SOW. Server
monitoring will be performed 24hours x 7days with fault isolation and
problem resolution.
GTEDS will provide facilities management services to house and support
the servers with their peripheral configuration of DASD, printers, and
network required to support Genuity.
The configuration of each supported server will be defined during the
implementation of the server.
GTEDS will provide console operations to support all servers covered by
this agreement. System performance technicians will monitor the CPU and
all associated tasks and applications. GTEDS is responsible for the
detection and correction of faults within the environment and for
restoration of customer systems after failure.
GTEDS is responsible for the support of all contracted hardware and
associated system software listed in the inventory, Attachment B (not
included).
GTEDS is responsible for the physical and logical security of the
contracted equipment defined. GTEDS is additionally responsible for
logging proper and illegal access, providing a way to audit security
information, rectifying security breaches and addressing unauthorized use
of the system. System security is provided through the following
activities:
. Physical security of the GTEDS data center
. Logical security via limited, authorized use of system resources
. Perform User ID administration in accordance with customer
requirements
. Maintain ownership of the system level password.
. Perform electronic recording/monitoring of system usage with
available systems tools for audit purposes as needed
. Monitor and log firewall accesses
GTEDS will maintain all activities associated with tape management in
support of Genuity production processing. The tape operations staff will
also be responsible for shipping and receiving tapes from the off-site
storage facility and customer requested location. Backups will be
performed per requirements provided by Genuity. GTEDS is responsible for
documenting the backup, tape rotation and storage per Genuity request.
Page 2 of 5
28
Voice Services and Support, which consists of the following activity
areas:
. PBX/Phone Implementation, Access, and Management
. Voice and Data Circuit Management
. Fault Isolation and Problem Resolution
For those locations and items specified in Attachment A, GTEDS will
provide support for voice services and PBX systems. Included in this
support will be the following:
. Moves, Adds, & Changes (Moving phone sets to new locations, Adding
New Phone Sets/Service, Changing Passwords for Voicemail)
. Repairs (No dial tone, Can't call out or receive calls)
. Name Connector (Update Name & Number changes)
. Maintenance (Bi-weekly backups)
. Traffic Studies (Performance Studies - Trunk & Routes)
. Internal Business Support (Attend project meetings, create &
maintain cut sheets, ordering & managing contract wire companies)
. Circuit Management (Ordering/Installing/Managing ISDN, ISDN
Circuits for Televideo, ISDN Circuits for PBX Switch, ISDN
Circuits for Data)
. Ordering/Managing DS1/DS3 for internal LAN/WAN
. Major Project moves & Restacks
. Order and manage 800 numbers as needed
2.1 Contract Type
This is a Fixed Unit Price Statement of Work. Each service element has a
unit defined and a monthly price per unit.
2.2 Compensation Authorization
The funding authorized for this Statement of Work is delineated in
Attachment A. Each site or item covered has a unit defined, a baseline
number of units, and a monthly charge per unit. Certain one-time charges
to specific service elements may apply and are delineated in Attachment A.
2.3 GTEDS Responsibilities
. Perform daily operational activities to ensure that production
activities are performed and controlled as required.
. Detect and correct faults within the environment.
. Communicate system outages to customers in a timely manner.
. Restore customer systems after a failure.
. Provide infrastructure and/or system support and install vendor
upgrades.
. Evaluate customer requests and prepare associated impact
statements.
. Support Infrastructure and system software.
. Perform network monitoring between the data center and customer
premises.
. Provide production operational support of outsourcing solution.
. Provide operational support for application production processing
and development environments.
. Perform capacity and technical planning for outsourcing solution
evolution.
. Respond to and resolve Incident Reports per terms of the service
levels.
. Document technical and operational designs, plans and ongoing
support processes.
. Maintain system software inventory.
. Prepare, install, and certify system software releases.
. Perform problem analysis and resolution
. Budget for, order, and plan upgrades for current inventory of
software.
Page 3 of 5
29
. Monitor and optimize DASD, tape and servers and perform recovery
operations if required.
. Plan, control and manage all hardware and software system changes.
. Perform User ID administration in accordance with customer
requirements.
. Monitor and log firewall access.
. Implement new servers as requested by Genuity through a statement
of work.
. Perform file back ups and recovery per requirements from Genuity.
. Provide requested periodic reporting of effort and/or performance.
. Attend monthly performance review meetings to present performance
against service levels and review account status.
2.4 Key Personnel
GTEDS shall assign Key Personnel to participate in the execution of this
Statement of Work as required by Genuity.
2.5 Travel
When travel needs arise, GTEDS will identify and request authorization and
approval from Genuity prior to travel.
2.6 Service Level Agreements
GTEDS and Genuity may, upon mutual agreement, develop and implement Service
Level Agreements for any supplied Computing Infrastructure Service. These
agreements will specify the details of service operations including
scheduled hours of operation, scheduled outages for maintenance, change
management, and other operational activities; incident and outage
management, including target restoration times, escalation, outage
reporting; and service performance, including mutually agreeable service
performance metrics and targets for such metrics.
2.7 GTEDS and Genuity Contacts
(To be Supplied)
Page 4 of 5
30
2.8 Approvals
IN WITNESS WHEREOF, the parties have executed this Agreement on the date or
dates indicated below to be effective as of the date specified above.
GENUITY SOLUTIONS INC. GTE DATA SERVICES, INC.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Page 5 of 5
31
Attachment A to Combined CI SOW -- Matrix of Service Areas, Service Area
Elections, and Service Pricing
----------------------------------------------------------- ------------------------ --------------------------------------------
Computing Infrastructure Service Area Name Alpharetta, GA GNI
----------------------------------------------------------- ------------------------ --------------------------------------------
Support for Genuity Support for Application Servers and
Service Area Description employees located in Networks supporting Application Servers
Alpharetta (specified below and in Attachment B)
----------------------------------------------------------- ------------------------ --------------------------------------------
----------------------------------------------------------- ------------------------ --------------------------------------------
Service Elections
----------------------------------------------------------- ------------------------ --------------------------------------------
End User-Desktop Support yes no
------------------------ --------------------------------------------
Network Support yes yes
------------------------ --------------------------------------------
Server Support yes yes
------------------------ --------------------------------------------
Voice Support yes no
------------------------ --------------------------------------------
----------------------------------------------------------- ------------------------ --------------------------------------------
baseline
Pricing Mechanism pricing term Unit Price volume* Cost per Month One-Time Costs Cost per Month
----------------------------------------------------------- ------------------------ --------------------------------------------
Tier 1 Per User pricing per user per
-- voice support only month $75 0 $0
-----------------------------------------------------------
Tier 2 Per User Pricing
-- End Use Server, per user per
Network, and Voice month $100 25 $2,500
Support
-----------------------------------------------------------
WAN, LAN or Voice
Service Installation or
Removal Per event $100 0 $0
----------------------------------------------------------- ------------------------ --------------------------------------------
Fixed Price for Labor negotiated
fixed price
per month
----------------------------------------------------------- ------------------------ --------------------------------------------
Fixed Price for Hardware negotiated
and Software fixed price
per month
----------------------------------------------------------- ------------------------ --------------------------------------------
Fixed Price for Network negotiated
fixed price
per month
----------------------------------------------------------- ------------------------ --------------------------------------------
ICGS $ 3,241
-------------------
▇▇▇ $ 5,582
-------------------
Per Server Support negotiated GRS $ 18,995
price per -------------------
server per month Smallworld $220,020
-------------------
TBS $ 43,000
-------------------
Help Desk $ 26,325
-------------------
OMS/Nx $ 17,758
----------------------------------------------------------- ------------------------ --------------------------------------------
One-Time Charges Negotiated Cost of Right- $480,480
to-Use for ICGS
----------------------------------------------------------- ------------------------ --------------------------------------------
Total Monthly Charges $2,500 $334,921
---------------------------------------------------------------------------------------------------
Irving, Texas
---------------------------------------------------------------------------------------------------
Support for Genuity employees and related infrastructure located in Campus Circle, ▇▇▇▇▇▇▇▇ Square,
Chesapeake, GNOC, and Grapevine
---------------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------------
Campus Circle ▇▇▇▇▇▇▇▇ Square Chesapeake GNOC Grapevine
---------------------------------------------------------------------------------------------------
yes yes--phone only yes--phone only yes--phone only yes--phone only
---------------------------------------------------------------------------------------------------
yes no no no no
---------------------------------------------------------------------------------------------------
yes no no no no
---------------------------------------------------------------------------------------------------
yes yes--phone only yes--phone only yes--phone only yes--phone only
---------------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------------
Cost per Month
---------------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------------
$197,438.00
---------------------------------------------------------------------------------------------------
$ 59,722.00
---------------------------------------------------------------------------------------------------
$ 65,655.00
---------------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------------
$322,815.00
* baseline volumes will be adjusted on the last business day of each
month by counting the end users
CONFIDENTIAL INFORMATION -- SUBJECT TO PROTECTIVE ORDER IN CC Docket No. 98-184
before the Federal Communications Commission
Page 1 of 1
Statement of Work
Between
GTE Service Corporation
and
Genuity Solutions Inc.
To Provide
Continuing Operations Support
For Applications
1. Management Summary
1.1. Introduction
This Statement of Work is appended to the Agreement for Information
Technology Transition Services ("Agreement") dated
________________________, 2000 by and between Genuity Solutions Inc.
("Genuity") and GTE Service Corporation and its affiliates and shall
be governed by the terms and conditions thereof. The services
described herein shall be provided by GTE Data Services Incorporated
("GTEDS") for a period of up to 12 months effective upon the
Effective Date of the Agreement for IT Transition Services. This
Statement of Work may not be renewed.
1.2. Executive Summary
GTEDS is providing currently computing continuing operations support
for some Genuity applications. Computer applications are computer
programs that perform or support Genuity business functions.
Continuing operations support comprises those activities that keep
these applications performing correctly and efficiently, including
remedial action in the event of errors or failures.
These services are required during the separation and transition of
Genuity due to Genuity's short-term inability to provide these
services due to the particular skill sets involved in continuing
operations, the experience levels of current GTEDS continuing
operations personnel, and the knowledge inherent in these personnel.
Genuity will receive these services for a maximum period of 12 months
effective upon the date of execution of the Agreement.
2. Scope Of SOW
Software support and maintenance services are to be provided by GTEDS
relative to certain Applications. These support and maintenance
services may include, but are not necessarily limited to, the
following tasks:
. Maintaining software environment(s) associated with an
application, including, as appropriate, production, test,
and development environments
. Correcting code defects when identified in the form of an
Incident Report
. Unit testing code defects
. Implementing code fixes and work-arounds as necessary to
restore service and correct defects
. Providing responses to application and technical questions
. Communicate system outages to customers in a timely manner
. Restore customer systems after a failure
. Provide infrastructure and/or system support and install
vendor upgrades
. Evaluate customer requests and prepare associated impact
statements
. Providing requested periodic reporting of effort and/or
performance
. Perform daily operational activities to ensure that
production activities are performed and controlled as
required
. Detect and correct faults within the environment
. Attend monthly performance review meetings to present
performance and review status
For each supported Application, Genuity will specify which of these
activities are to be performed.
Page 1 of 3
2.1. Contract Type
This is a Time and Material SOW.
2.2. Compensation Authorization
This Statement of Work has not-to-exceed labor hours, labor costs and other
costs identified for each Application to be supported. These not-to-exceed
values are tabulated in Attachment A. GTEDS will not exceed these
expenditures of labor or costs without prior approval by Genuity.
2.3. Responsibilities
2.3.1. GTEDS Responsibilities
- Provide vendor management for any 3/rd/ party software, including
communicating business needs to Vendor and working with Vendor to
get incidents fixed and functionality developed; serving as a focal
point for the customer to get information on incidents that have
been forwarded to the Vendor for resolution; and receiving,
testing, and installing maintenance fixes from the Vendor
- Diagnose & correct defects in the system environment
- Provide temporary workarounds, if necessary
- Complete repair within dates as agreed to with the user (Customer
commitment date)
- Coordinate implementation of all maintenance related changes into
the production environments
- Provide outage management and notification
- Provide pager support for the time periods specified in Attachment
A
- Create and monitor system backups
- Conduct ongoing operations support, including coordinating planned
downtime; coordinating processing schedule changes; performing
proactive maintenance to eliminate / prevent faults; monitoring,
tracking, updating, and reporting on incident reports; and
performing outage follow-ups and participating in technical outage
reviews
2.3.2. Genuity Responsibilities
- Provide workstation desktop support to end users
- Provide desktop application interoperability testing
- Reporting incidents to the National Support Center
- Design, coordinate, and conduct user acceptance testing of defect
corrections and workarounds
- Provide an Genuity representative as required to be available to
GTEDS when GTEDS is performing services, whether those services are
being performed via telephone or at the customer's site.
- Provide Application-pertinent data such as logs, reports, and data
not otherwise available to GTEDS to support GTEDS responsibilities
2.4. Key Personnel
Key Personnel assigned by GTEDS to participate on this SOW are identified
in Attachment A.
2.5. Travel
Travel requirements are on a time and material basis per Genuity request.
2.6. Contacts
Contacts for GTEDS and Genuity are identified in Attachment A.
2.7. Service Level Agreements
GTEDS and Genuity may, upon mutual agreement, develop and implement Service
Level Agreements for any supported Application. These agreements will
specify the details of service operations including
Page 2 of 3
scheduled hours of operation, scheduled outages for maintenance, change
management, and other operational activities; incident and outage
management, including target restoration times, escalation, and outage
reporting; and service performance, including mutually agreeable service
performance metrics and targets for such metrics.
3. APPROVALS
IN WITNESS WHEREOF, the parties have executed this Agreement on the date or
dates indicated below to be effective as of the date specified above.
GTE Data Services, Incorporated Genuity Solutions Inc.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Page 3 of 3
Attachment A to Combined CI SOW -- Matrix of Service Areas, Service Area Elections, and Service Pricing
----------------------------------------------------------------------------------------------- --------------------
Computing Infrastructure Service Area Name Irving Texas
----------------------------------------------------------------------------------------------- --------------------
Help Desk Support
Service Area Description for GTE .net
employees located
in Irving, Texas
----------------------------------------------------------------------------------------------- --------------------
----------------------------------------------------------------------------------------------- --------------------
Service Elections
----------------------------------------------------------------------------------------------- ---------------------
End User-Desktop Support yes -- help desk only
Network Support no
Server Support no
Voice Support no
----------------------------------------------------------------------------------------------- ---------------------
----------------------------------------------------------------------------------------------- ---------------------
pricing Unit baseline
Pricing Mechanism term Price volume Cost per Month
----------------------------------------------------------------------------------------------- ---------------------
Tier 1 Per User pricing -- voice support per user per $75 0 $ 0
only month
----------------------------------------------------------------------------------------------- ---------------------
Tier 2 Per User Pricing -- End user per user per $100 0 $ 0
Server, Network, and Voice Support
----------------------------------------------------------------------------------------------- ---------------------
Help Desk per call $18 278 $5,004
----------------------------------------------------------------------------------------------- ---------------------
WAN, LAN or Voice Service Installation Per event $100 0 $ 0
or Removal
----------------------------------------------------------------------------------------------- ---------------------
Fixed Price for Labor negotiated
fixed price per
month
-----------------------------------------------------------------------------------------------
Technology Refresh negotiated
fixed price per
month
-----------------------------------------------------------------------------------------------
End User Support negotiated
fixed price per
month
-----------------------------------------------------------------------------------------------
Network Support negotiated
fixed price per
month
-----------------------------------------------------------------------------------------------
Server Operations and Support negotiated
fixed price per
month
-----------------------------------------------------------------------------------------------
Voice Services and Support negotiated
fixed price per
month
----------------------------------------------------------------------------------------------- --------------------
Per Server Support negotiated
price per server
per month
----------------------------------------------------------------------------------------------- --------------------
One-Time Charges Negotiated
----------------------------------------------------------------------------------------------- --------------------
Total Monthly Charges $5,004
* baseline volumes will be adjusted on the last
business day of each month by actual counts
--------------------------------------------- ---------------------
Cambridge Indianapolis
--------------------------------------------- ---------------------
General Support for
Support for GTE NBO personnel in Cambridge MA GTEDS employees
located in
Indianapolis
--------------------------------------------- ---------------------
--------------------------------------------- ---------------------
--------------------------------------------- ---------------------
yes yes
yes yes
yes yes
yes yes
--------------------------------------------- ---------------------
One-Time Costs Cost per Cost per Month
Month
--------------------------------------------- ---------------------
----------------- ---------------------
N/A $313,600
----------------- ---------------------
$13,800.00 N/A
----------------- ---------------------
$ 4,222.00 N/A
----------------- ---------------------
$ 1,600.00 N/A
----------------- ---------------------
$ 3,000.00 N/A
----------------- ---------------------
$ 2,240.00 N/A
--------------------------------------------- ---------------------
-------------------------------------------- ---------------------
Cost of Software
Licensing $23,452
-------------------------------------------- ---------------------
$ 24,862 $313,600
ABOVE calculated
at 14.0 FTEs per
month X $140 per
hour X 160 hours
per month per FTE
Statement of Work
Between GTE Data Services, Inc. and Genuity Solutions Inc.
To Provide Consulting Services
This Statement of Work along with all attachments hereto shall be considered GTE
Data Services Proprietary/Confidential Information
1 Management Summary
1.1 Introduction
This Statement of Work (SOW), GTEI00018 - Consulting Services, is issued
pursuant to, and incorporates by reference herein the Agreement for IT
Transition Services effective as of ________________________, 2000 between
GTE Data Services Incorporated ("GTEDS") and Genuity Solutions Inc.
("Genuity").
When mutually signed for implementation, this SOW becomes contractually
binding on Genuity and GTEDS under the terms and conditions of this signed
SOW and the Agreements referenced in this section.
This SOW outlines the tasks required by GTEDS for providing Consulting
Services. The Period of Performance for this SOW is up to one year from the
effective date. This SOW may not be renewed.
1.2 Executive Summary
GTEDS is currently providing application-specific subject-matter expertise
to Genuity to support miscellaneous Genuity business application analysis,
requirements gathering, and other business application professional tasks.
This expertise cannot be replaced by Genuity in the short term, and thus
these services are required during the separation and transition period.
GTEDS will provide these professional services on an as-requested basis to
Genuity.
Genuity will receive up to 2,000 hours of these services during the 12
month period.
2 Scope Of SOW
2.1 Objective
GTEDS is providing this statement of work to Genuity for the purpose of
providing general consulting services. The current cap of 2000 hours has
been established for this SOW. This SOW allows Genuity to request resources
on an as-needed basis via the change-control process.
GTEDS will provide application-specific subject-matter expertise as
requested by Genuity.
The subject-matter consultant will participate in activities including but
not limited to:
. Requirements sessions
. High Level Design
. Detailed Design
. Code and Unit Test
. Linkage Test
. System Test
Page 1 of 6
. User Acceptance Test
. Documentation
. Architecture and other Technical issues
. Transitioning of project responsibilities
. Training on existing systems architecture and internals
These resources will possess prior application-specific experience.
2.2 Contractor's Use of Subcontractor
GTEDS shall obtain Genuity's prior written approval for any other
contractor, subcontractor, or consultant to perform any work effort under
this SOW.
2.3 Resource Removal
In the event that resources need to be replaced during the course of the
project, GTEDS will abide by the following rules or by the procedures
defined in the Consulting Agreement.
GTEDS will ensure that GTEDS' resources applied to this SOW receive the
necessary level of training for that resource to be effective. GTEDS will
ensure that any resource moving to another project will be transitioned
appropriately with a replacement resource of a similar skill level; as a
general practice, GTEDS will give thirty (30) days notice, however, this
can be waived for personal situations that may arise outside of GTEDS'
control.
If an issue arises where Genuity is not satisfied with the resource being
added to the project then it will be escalated immediately.
2.4 Skills Transfer
GTEDS will work with Genuity personnel during this effort to guarantee that
proper knowledge transfer occurs. Genuity will provide dedicated key
resources that will be supporting this application on a going forward
basis.
2.5 Problem Identification
Genuity and GTEDS shall document problems identified during all project
tasks. The project managers of both Genuity and GTEDS shall identify the
severity of the problem and solution to resolve the problem. These problems
will be discussed and resolved as quickly as possible. These discussion are
to be held, but not limited to, in status meeting, management check point
meetings, etc.
2.6 Contract Type/Pricing
2.6.1 Charges
Genuity shall compensate GTEDS for the services described in this SOW which
shall be in accordance with the pricing documented in Attachment A.
Page 2 of 6
2.6.2 Travel Costs
Travel and other additional expenses shall be authorized in writing in
advance by Genuity.
2.7 Responsibilities
2.7.1 GTEDS Responsibilities
GTEDS shall provide application-specific subject-matter expertise as
requested by Genuity. Examples include Remedy, TBS, and Smallworld.
The subject-matter consultant will participate in activities including but
not limited to:
. Requirements sessions
. High Level Design
. Detailed Design
. Code and Unit Test
. Linkage Test
. System Test
. User Acceptance Test
. Documentation
. Architecture and other Technical issues
. Transitioning of project responsibilities
. Training on existing systems architecture and internals
These resources will possess prior application-specific experience.
2.7.2 Genuity Responsibilities
. Genuity workstation desktop support
. Desktop application interoperability testing
. Reporting incidents to the National Support Center
. A representative of the customer is required to be available to GTEDS
when GTEDS is performing services, whether those services are being
performed via telephone or at the customer's site.
. The customer must provide failure analysis including pertinent data such
as logs, reports, and data not otherwise available to GTEDS.
2.8 Key Personnel
GTEDS shall assign the following Key Personnel to participate on this
Statement of Work.
To be provided upon request.
2.9 Contacts
Title: Genuity Project Manager Title: GTEDS Project Manager
Name: ▇▇▇ ▇▇▇▇ Name: ▇▇▇▇ ▇▇▇▇▇▇▇
Address: ▇▇ ▇▇▇▇▇▇▇ ▇▇▇▇▇▇, Address: ▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇▇,
▇▇▇▇▇▇▇▇▇, ▇▇ ▇▇▇▇▇ ▇▇▇▇▇▇, ▇▇ ▇▇▇▇▇
Telephone: ▇▇▇-▇▇▇-▇▇▇▇ Telephone: ▇▇▇-▇▇▇-▇▇▇▇
Fax: ▇▇▇-▇▇▇-▇▇▇▇ Fax: ▇▇▇-▇▇▇-▇▇▇▇
Page 3 of 6
2.10 Reporting Requirements
Reporting Requirements will be documented at the request of Genuity per the
individual consulting assignment.
3 Special Considerations
None.
4 Payment Terms / Invoice Requirements
GTEDS shall submit monthly invoices to Genuity showing fees accrued during
the billing period. If Genuity determines that the invoice and the related
documentation are complete and correct, Genuity will pay to GTEDS the
amount due on the invoice within thirty (30) days after Genuity's receipt
of the invoice and acceptance of the Services.
Page 4 of 6
5 APPROVALS
IN WITNESS WHEREOF, the parties have executed this Agreement on the date or
dates indicated below to be effective as of the date specified above.
GTE Data Service, Incorporated Genuity Solutions Inc.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Approval authorizes GTEDS to proceed with performing and scheduling the work.
Page 5 of 6
Attachment A
Pricing List
(list to be provided)
Page 6 of 6
Statement of Work for GTEDS providing service to Genuity:
TBS Releases
1.0 Management Summary
1.1 Introduction
This Statement of Work is appended to the Agreement for IT Transition
Services ("Agreement") dated _________ by and between Genuity
Solutions Inc. ("Genuity") and GTE Service Corporation and its
affiliates and shall be governed by the terms and conditions thereof.
The services described herein shall be provided by GTE Data Services
Incorporated (GTEDS) for a period of the earlier of one year from the
Effective Date of the IT Transition Services Agreement or the date of
completion of the work. This Statement of Work may not be renewed.
1.2 Executive Summary
Genuity uses an operational support system called Telecom Business
Solutions(C) (TBS) to accept new service orders and to design circuits
for its customers. This system currently resides on GTEDS computers in
a GTEDS data services center. MetaSolve, Inc., the company that
supplies this system, periodically releases software improvements.
This project calls for GTEDS to test and distribute those improvements
for Genuity's use. Genuity does not yet have the staff expertise with
TBS to perform this function. Genuity will train its staff and
transition this system to Genuity's data center within one year of the
execution of this statement of work.
1.3 Scope/Objective
This scope of work included the following deliverables:
. To Implement TBS Service Pack 4.2.1 (Phase I)
. To Implement TBS Service Pack 4.2.2 (Phase II)
1.4 Scope Requirements
Based on the information provided by Genuity regarding the TBS
RELEASES, the scope of the project is as follows for 4.2.1 Service
Pack. Service Pack 4.2.2 scope has not been identified by MetaSolv at
this time:
Overall Enhancements:
. Performance and Usability for Query Windows
. Increased performance for Stored Procedures
Infrastructure:
. Additional Internet functionality
Page 1 of 8
Order Management Subsystem:
. PSR to LSR mapping for BWCKT item Type(In support of DSL)
. Customer Proprietary Network Information(CPNI)
. Enhanced Internet Functionality-ownership of Inventory
. LSOG4 Compliance
. Update to PSR to LSR Mapping of LSNP(LSOG4)
. Centrex Resale Form
. Mapping of Combined Port and Loop Information
. Add Support for PBX Trunks, ISDN PRI and ISDN BRI
. CLO field on Design Lines
. Circuit cross-reference of LSR ECCKT to PSR Circuit
. LSR form Prints as One Print Job
Trouble Management Subsystem:
. Multiple External Referrals
. Enhanced Internet Functionality
Network Design subsystem:
. ATM/Frame Relay Service Interworking
. Automated Circuit support for Insert, Delete and Moves on A Ring
Service Provisioning Subsystem:
. Additional GIS (Geographical Information System) Functionality
. Group Assignment for DLC(Digital Loop Carrier)
. Condition Code Handling for Assignable Virtual port Addressees (For
DLC)
. Ability to Redeem Reserved Physical Port Addresses at the Serving
component(For DLC)
. Enhanced internet functionality
OSS Gateways/APIs:
. PSR Order Entry Enhancements
. Trouble API
. LARG enhancements
. Web Ordering Interface Enhancements.
1.5 Work Package Description Summary
. Received TBS 2000 Release Roadmap from MetaSolv
. TBS releases will be updated as mutually agreed to with Genuity.
1.6 Assumptions
. No other additional releases will be implemented in the year 2000
other then what has been identified in this SOW.
. All of the work performed hereunder shall be in accordance with the
Service Level Agreement for the Application Enhancement and
Development of even date herewith.
Page 2 of 8
1.7 Roles and Responsibilities
GTEDS and Genuity team will have the following roles and
responsibilities:
--------------------------------------------------------------------------------------------------------------
Responsibility
--------------------------------------------------------------------------------------------------------------
Phase Activity Primary Secondary
--------------------------------------------------------------------------------------------------------------
Project Plan Document Business Requirements GTEDS Genuity
--------------------------------------------------------------------------------------------------------------
Develop and Maintain Project Plan GTEDS Genuity
--------------------------------------------------------------------------------------------------------------
Identify Team Members GTEDS Genuity
--------------------------------------------------------------------------------------------------------------
Requirements Analysis Conduct Kickoff Meeting GTEDS
--------------------------------------------------------------------------------------------------------------
Schedule System Specification Meetings GTEDS
--------------------------------------------------------------------------------------------------------------
Schedule Subject Matter Experts Genuity
--------------------------------------------------------------------------------------------------------------
Conduct System Specification Meetings GTEDS
--------------------------------------------------------------------------------------------------------------
Develop System Specification GTEDS
--------------------------------------------------------------------------------------------------------------
Review/Approve System Specification Genuity
--------------------------------------------------------------------------------------------------------------
Design Solution Develop DS GTEDS
--------------------------------------------------------------------------------------------------------------
Review/Approve DS Genuity
--------------------------------------------------------------------------------------------------------------
Program Development Develop Application GTEDS
--------------------------------------------------------------------------------------------------------------
System Testing Develop Integration/Systems Test Plan GTEDS
--------------------------------------------------------------------------------------------------------------
Conduct I/S Test GTEDS
--------------------------------------------------------------------------------------------------------------
Develop User and System Documentation GTEDS
--------------------------------------------------------------------------------------------------------------
Review/Approve User and System Documentation Genuity
--------------------------------------------------------------------------------------------------------------
User Acceptance Test Develop Acceptance Test Plan GTEDS Genuity
--------------------------------------------------------------------------------------------------------------
Develop Acceptance Test Cases GTEDS Genuity
--------------------------------------------------------------------------------------------------------------
Conduct Acceptance Test GTEDS Genuity
--------------------------------------------------------------------------------------------------------------
Approve Production Implementation Schedule Genuity GTEDS
--------------------------------------------------------------------------------------------------------------
Production Implementation Installation of Release GTEDS Genuity
--------------------------------------------------------------------------------------------------------------
1.8 Proposed Solution
This project is for implementing future releases of TBS so that
Genuity can take advantage of the technology improvements.
The TBS (Telecom Business Solution) went into production in Ft. ▇▇▇▇▇
and is used by GTE Telecom and Global Network Infrastructure (GNI) in
December 1998. GTEDS currently has the Contract with MetaSolv for all
aspects of the TBS System.
The TBS (Telecom Business Solution) System is a stand-alone system
that provides order management, workflow management, inventory
management and network design capabilities. TBS software system sends
and receives ASR, LSR, PSR and ISR forms.
PSR Module (Product Service Request) is an ordering engine that allows
Page 3 of 8
users to order and provision products which allow customers to create
customer accounts, set up product catalog for line, circuit, and non-
premise products as well as order and provision products from the
catalog for customers.
1.9 Milestone Schedule
----------------------------------------------------------------------------------------------------------
Milestones Responsible Due Date
Party (dd-mm-yy)
==========================================================================================================
SOW Estimate Submitted for Review GTEDS 04/01/00
----------------------------------------------------------------------------------------------------------
Approval to proceed Genuity 04/06/00
----------------------------------------------------------------------------------------------------------
System Test GTEDS 04/20/00
----------------------------------------------------------------------------------------------------------
Delivery to Customer GTEDS 04/21/00
----------------------------------------------------------------------------------------------------------
User Acceptance Test Genuity 05/10/00
----------------------------------------------------------------------------------------------------------
Sign-off/Acceptance GTEDS and/or ▇▇▇▇▇▇▇ ▇▇/▇▇/▇▇
▇▇▇▇▇ I
----------------------------------------------------------------------------------------------------------
Phase II Milestones GTEDS and Genuity TBD
----------------------------------------------------------------------------------------------------------
Complete Phase II No later than one year from
execution of SOW
----------------------------------------------------------------------------------------------------------
After Genuity approves the SOW and provides the authorization to
proceed, GTEDS will schedule all final due dates and provide an
implementation plan, in addition to this matrix, that shows the
logical sequences of events and key milestones. Key milestones on the
critical path shall be closely monitored by GTEDS to ensure that
schedule risk is minimized and alternate paths and/or solutions are
available if needed.
If this SOW is to be part of a release package, GTEDS will provide a
complete schedule after Genuity identifies all work to be contained in
the release. Additional charges for infrastructure or other release
packaging charges will be identified and presented at the time of
final packaging.
1.10 Deliverables
Genuity's Deliverables:
. Genuity shall participate in the creation of the TBS RELEASES
Project Plan.
. Genuity's Project Manager will be responsible for the
milestones assigned to Genuity and will participate in all
management activities associated with the implementation of
this SOW.
Page 4 of 8
GTEDS' Deliverables:
. GTEDS shall prepare and deliver the following to Genuity in
accordance with the requirements of this SOW: CD's and Updated
Website for LAN Distribution of Software.
1.11 Personnel:
Role Definitions for GTEDS and Genuity are as follows:
Project Manager
. Day to day management and production of stage-end deliverables
. Reporting, Scheduling, and Monitor status reports
. Issues to the project team
. Ensures that the main interests being served by the project team
are properly represented at the working level
. Provides continuity in the day to day coordination of the project
especially if there are changes in staff
Technical Team
. Ensures that the technical quality of the deliverables are being
produced and are consistent with the overall technical strategy
of the corporation
. Assists in identifying all the technical tasks and standards that
need to be followed
. Identifies and allocates technical resources to facilitate the
production of project deliverables
Customer Representative
. Allocates business resources to the project team and ensures that
the project's results will work in the operational level of the
business
Project Team
. Participate in the entire project implementation
. Provide project status to Project Manger
. Complete task assignment (i.e., project plan assignment)
. Provide project deliverables
. Issues/action items resolutions
. Participates in weekly core team calls
. Provide project estimates
. Participate in scheduled project meetings
Business Team
. Defines requirements
. Ensures that the operational interests of the business are being
fully represented in the day-to-day operations of the project
. Helps identify who from the business areas can add value to the
project team
Page 5 of 8
Key Resources
. Provide expert knowledge in specific business or technical area
. Contribute to the creation of stage deliverables by providing
information and review stage end deliverables
Technical Support
. Ensure system is up and running
. Installations
Network Support
. Provides expert knowledge and support for the implementation of
the project on the organization's LAN
Process Coordinator
. Ensures quality of the technical deliverables produced
. Assists in identifying all of the technical tasks and standards
that need to be followed
Project Change Control Board
. Reviews all changes ensures that all impacts have been documented
. Approve changes that affect critical milestones
Genuity will ensure the following resources are assigned to support
enhancement activities:
. Director, Business Process Specialist and TBS SME
GTEDS will ensure the following resources are assigned to support
enhancement activities:
. IT Project and Program manager, Technical Lead, Production
Support Specialist, Production support DBA, Long Term Planner,
Testing Team.
1.12 Program/Contract Managers:
In addition to the Program/Contact Managers named in Supplement No. 1,
the following have been named specifically for this SOW.
Title: Genuity Project Manager
Name: ▇▇▇▇▇▇▇ ▇▇▇▇▇▇
Address: ▇▇▇▇ ▇. ▇'▇▇▇▇▇▇ ▇▇▇▇, ▇▇▇▇▇▇, ▇▇ ▇▇▇▇▇
Telephone: ▇▇▇-▇▇▇-▇▇▇▇
Fax: ▇▇▇-▇▇▇-▇▇▇▇
Page 6 of 8
Title: GTEDS Project Manager
Name: ▇▇▇▇▇▇ ▇▇▇▇▇▇
Address: ▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇▇ ▇▇▇▇▇▇, ▇▇▇▇▇▇, ▇▇ ▇▇▇▇▇
Telephone: (▇▇▇) ▇▇▇-▇▇▇▇
Fax: (▇▇▇) ▇▇▇-▇▇▇▇
1.13 Contract Type
This is a Time and Materials SOW.
1.14 Compensation Authorization
. This Statement of Work has an estimated 2110 hours with a total
compensation of $381,900 as defined below:
--------------------------------------------------------------
Payment Deliverable Authorized Payment
==============================================================
Labor $ 290,250
--------------------------------------------------------------
Travel $ 60,000
--------------------------------------------------------------
Computer Support $ 31,650
--------------------------------------------------------------
Total $ 381,900
--------------------------------------------------------------
Other Information:
--------------------------------------------------------------
1/st/ Year Impact on COPS $ 25,000
--------------------------------------------------------------
1.15 Travel
The following travel requirements are required for this SOW:
. GTEDS travel estimated costs 15 trips @ 2,000 per trip with a total
of $30,000 per Service Pack Release for a year 2000 total of
$60,000. Trips will be invoiced separately at cost.
1.16 Acceptance Criteria
GTE Data Services will ensure that the following criteria are met in
the delivered product:
. GTEDS will provide complete functionality as specified in the
Requirement and Conceptual Solution Document, as of the date of the
approved SOW.
. GTEDS will retain documented functionality of previous Releases
and SOWs where the functionality is unchanged.
. GTEDS will provide on configuration management resource for
twenty-four (24) hours after delivery, to resolve
configuration/distribution problems.
Genuity will provide documented acceptance criteria for this Statement
of Work by April 30, 2000 to the GTEDS Project Manager.
Page 7 of 8
1.16 Special Considerations
None.
1.17 Reporting Requirements
None.
2.0 Approvals:
Approval authorizes GTEDS to proceed with scheduling and performing the
work.
This SOW pricing is valid for 30 days. If the SOW is not approved in 30
days, GTEDS reserves the right to alter or modify the schedule or the price
of the work.
IN WITNESS WHEREOF, the parties have executed this Agreement on the date or
dates indicated below to be effective as of the date specified above.
GTEDS Genuity Solutions Inc.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Page 8 of 8
Statement of Work for GTEDS providing service to Genuity:
TBS Performance Improvements
1.0 Management Summary
1.1 Introduction
This Statement of Work is appended to the Agreement For IT Transition
Services ("Agreement") dated _________ by and between Genuity Solutions
Inc. ("Genuity") and GTE Service Corporation and its affiliates and
shall be governed by the terms and conditions thereof. The services
described herein shall be provided by GTE Data Services Incorporated
(GTEDS) for a period of the earlier of one year from the Effective Date
of the IT Transition Services Agreement or the date of completion of
the work. This Statement of Work may not be renewed.
1.2 Executive Summary
Genuity uses an operational support system called Telecom Business
Solutions(C) (TBS) to accept new service orders and to design circuits
for its customers. The performance of this system is decreasing due to
rapid customer growth. This system currently runs on GTEDS computers in
a GTEDS data service center. This project addresses the performance
problem by having GTEDS install additional server hardware capacity to
improve system performance. This will allow time for GTEI to train its
staff and make provisions for moving this system to Genuity's data
center. This transition will be complete within one year from execution
of this statement of work.
1.3 Scope/Objective
This scope of work encompasses the delivery of a cost estimate and a
time estimate to provide a systems solution for TBS Performance
Improvements per the Genuity Business Case which states:
Two NT servers will be added between the E10K servers in the Fort ▇▇▇▇▇
Data Center and the clients. The additional servers will de-load the
clients to increase performance. An additional benefit is that only the
NT boxes will have to be upgraded with new versions of TBS and not all
the clients.
1.4 Scope Requirements
. Provide a cost estimate to provide the systems solution to the
requirements provided by Genuity.
. Provide a time period estimate to provide the systems solution to
the requirements provided by Genuity.
Page 1 of 7
1.5 Assumptions
. Genuity will provide the business functional requirements, targeted
user environment description, and performance requirements that
must be delivered by a systems solution.
. Genuity will provide a target date by which a systems solution is
to be available for Genuity user operations.
. Genuity will respond within 5 business days to a request for
clarification of requirement(s).
. Genuity will provide a description of any preferred
hardware/software/network environment to which a systems solution
should conform.
. All of the work performed hereunder shall be in accordance with the
Service Level Agreement for the Application Enhancement and
Development of even date herewith.
Page 2 of 7
1.6 Roles and Responsibilities
------------------------------------------------------------------------------------------------------------
GTEDS and Genuity team
will have the following Responsibility
roles and responsibilities:
------------------------------------------------------------------------------------------------------------
Phase Activity Primary Secondary
------------------------------------------------------------------------------------------------------------
Business Requirement Analysis Document Business Requirements GTEDS Genuity
------------------------------------------------------------------------------------------------------------
Review Business Requirements GTEDS Genuity
understanding and sufficiency
------------------------------------------------------------------------------------------------------------
Provide clarification of Genuity
requirements as requested
------------------------------------------------------------------------------------------------------------
Estimation Create Project Work Breakdown GTEDS
Structure
------------------------------------------------------------------------------------------------------------
Create Project Schedule GTEDS
------------------------------------------------------------------------------------------------------------
Create Project Cost Estimate GTEDS
------------------------------------------------------------------------------------------------------------
Project Statement of Work Create Statement Of Work GTEDS
------------------------------------------------------------------------------------------------------------
Review/Approve Statement of Work Genuity
------------------------------------------------------------------------------------------------------------
1.7 Milestone Schedule
------------------------------------------------------------------------------------------------------------
Milestones Responsible Due Date
Party (dd-mm-yy)
============================================================================================================
Provide Request For Proposal Genuity 4/1/00
with Business Requirements
------------------------------------------------------------------------------------------------------------
SOW Estimate Submitted for Review GTEDS 5/1/00
------------------------------------------------------------------------------------------------------------
Approval to proceed Genuity 5/15/00
------------------------------------------------------------------------------------------------------------
Page 3 of 7
1.8 Personnel
1.8.1 Role Definitions for GTEDS and Genuity are as follows:
Project Manager
. Day to day management and production of stage-end deliverables
. Reporting, Scheduling, and Monitor status reports
. Issues to the project team
. Ensures that the main interests being served by the project
team are properly represented at the working level
. Provides continuity in the day to day coordination of the
project especially if there are changes in staff
Technical Team
. Ensures that the technical quality of the deliverables are
being produced and are consistent with the overall technical
strategy of the corporation
. Assists in identifying all the technical tasks and standards
that need to be followed
. Identifies and allocates technical resources to facilitate the
production of project deliverables
Customer Representative
. Allocates business resources to the project team and ensures
that the project's results will work in the operational level
of the business
Project Team
. Participate in the entire project implementation
. Provide project status to Project Manger
. Complete task assignment (i.e., project plan assignment)
. Provide project deliverables
. Issues/action items resolutions
. Participates in weekly core team calls
. Provide project estimates
. Participate in scheduled project meetings
Business Team
. Defines requirements
. Ensures that the operational interests of the business are
being fully represented in the day-to-day operations of the
project
. Helps identify who from the business areas can add value to
the project team
Key Resources
. Provide expert knowledge in specific business or technical
area
. Contribute to the creation of stage deliverables by providing
information and review stage end deliverables
Technical Support
Page 4 of 7
. Ensure system is up and running
. Installations
Network Support
. Provides expert knowledge and support for the implementation
of the project on the organization's LAN
Process Coordinator
. Ensures quality of the technical deliverables produced
. Assists in identifying all of the technical tasks and
standards that need to be followed
Project Change Control Board
. Reviews all changes ensures that all impacts have been
documented
. Approve changes that affect critical milestones
1.8.2 Genuity will ensure the following resources are assigned to support
enhancement activities:
. Director, Business Process Specialist and TBS SME
1.8.3 GTEDS will ensure the following resources are assigned to support
enhancement activities:
. IT Project and Program manager, Technical Lead, Production
Support Specialist, Production support DBA, Long Term Planner,
Testing Team.
1.9 Program/Contract Managers
In addition to the Program/Contact Managers named in Supplement No. 1,
the following have been named specifically for this SOW.
Title: Genuity Project Manager
Name: ▇▇▇▇▇▇▇ ▇▇▇▇▇▇
Address: ▇▇▇▇ ▇. ▇'▇▇▇▇▇▇ ▇▇▇▇, ▇▇▇▇▇▇, ▇▇ ▇▇▇▇▇
Telephone: ▇▇▇.▇▇▇.▇▇▇▇
Fax: ▇▇▇.▇▇▇.▇▇▇▇
Title: GTEDS Project Manager
Name: ▇▇▇▇▇▇▇▇ ▇▇▇▇▇
Address: ▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇▇ ▇▇▇▇▇▇, ▇▇▇▇▇▇, ▇▇ ▇▇▇▇▇
Telephone: ▇▇▇.▇▇▇.▇▇▇▇
Fax: ▇▇▇.▇▇▇.▇▇▇▇
Page 5 of 7
1.10 Acceptance Criteria
GTEDS will ensure that the following criteria are met in the delivered
product:
. GTEDS will provide complete functionality as specified in the
Requirement and Conceptual Solution Document, as of the date of the
approved SOW.
. GTEDS will retain documented functionality of previous Releases and
SOWs where the functionality is unchanged.
. GTEDS will provide on configuration management resource for twenty-
four (24) hours after delivery, to resolve configuration/distribution
problems.
1.11 Contract Type
This is a Time and Materials SOW.
1.12 Compensation Authorization
. This Statement of Work has an estimated 981 hours with a total
compensation of $149,629 as defined below:
--------------------------------------------------------------------
Payment Deliverable Authorized Payment
====================================================================
Labor $124,922
--------------------------------------------------------------------
Travel $ 10,000
--------------------------------------------------------------------
Computer Support $ 14,708
--------------------------------------------------------------------
Total Cost $149,629
--------------------------------------------------------------------
Other Information:
--------------------------------------------------------------------
Capital (HW/SW & Network) $500,000
--------------------------------------------------------------------
1st Year Impact on COPS $ 55,000
--------------------------------------------------------------------
1.13 Travel
The following travel requirements are required for this SOW
GTEDS travel is estimated costs 5 trips @ $2,000 per trip for a total of
$10,000. Trips will be invoiced separately at cost.
1.14 Special Considerations
None
1.15 Reporting Requirements
None
Page 6 of 7
2.0 Approvals
Approval authorizes GTEDS to proceed with scheduling and performing the work.
IN WITNESS WHEREOF, the parties have executed this Agreement on the date or
dates indicated below to be effective as of the date specified above.
GTEDS Genuity Solutions Inc.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Page 7 of 7
Statement of Work for GTEDS providing service to Genuity:
Automated TBS ASR Processing
Management Summary
Introduction
This Statement of Work is appended to the Agreement For IT Transition
Services ("Agreement") dated _________by and between Genuity Solutions
Inc. ("Genuity") and GTE Service Corporation and its affiliates and
shall be governed by the terms and conditions thereof. The services
described herein shall be provided by GTE Data Services Incorporated
(GTEDS) for a period of the earlier of one year from the Effective Date
of the IT Transition Services Agreement or the date of completion of the
work. This Statement of Work may not be renewed.
Executive Summary
In order to provide a cross-country circuit for a customer, Genuity must
often lease a short "tail circuit" from the customer's location to the
nearest Genuity network access location. Today, Genuity requests tail
circuits from other telephone companies manually (e.g. by faxing an
order form to them). This project automates that process by enabling
Genuity to electronically send tail circuit orders to telephone
companies.
This project work is already in-progress and entails specialized skills
in GTEDS. This capability is needed by October 2000 and Genuity does
not have the staff to complete the project by that date. Transfer of the
project to another vendor could delay the availability of the
functionality.
Scope/Objective
This scope of work encompasses the delivery of a cost estimate and a
time estimate to provide a systems solution for Automated TBS ASR
Processing per the Genuity business case which states:
This project would eliminate the duplicate manual entry thereby
improving the efficiency of the business process and improving the
accuracy of the data.
Scope Requirements
. Provide a cost estimate to provide the systems solution to the
requirements provided by Genuity.
. Provide a time period estimate to provide the systems solution to
the requirements provided by Genuity.
Page 1 of 7
Assumptions
. Genuity will provide the business functional requirements,
targeted user environment description, and performance
requirements that must be delivered by a systems solution.
. Genuity will provide a target date by which a systems solution
is to be available for Genuity user operations.
. Genuity will respond within 5 business days to a request for
clarification of requirement(s).
. Genuity will provide a description of any preferred
hardware/software/network environment to which a systems solution
should conform.
. All of the work performed hereunder shall be in accordance with
the Service Level Agreement for the Application Enhancement and
Development of even date herewith.
Page 2 of 7
Roles and Responsibilities
--------------------------------------------------------------------------------------------------------------
GTEDS and Genuity team will Responsibility
have the following roles and
responsibilities:
--------------------------------------------------------------------------------------------------------------
Phase Activity Primary Secondary
--------------------------------------------------------------------------------------------------------------
Business Requirement
Analysis Document Business Requirements GTEDS Genuity
--------------------------------------------------------------------------------------------------------------
Review Business Requirements GTEDS Genuity
understanding and sufficiency
--------------------------------------------------------------------------------------------------------------
Provide clarification of requirements Genuity
as requested
--------------------------------------------------------------------------------------------------------------
Estimation Create Project Work Breakdown GTEDS
Structure
--------------------------------------------------------------------------------------------------------------
Create Project Schedule GTEDS
--------------------------------------------------------------------------------------------------------------
Create Project Cost Estimate GTEDS
--------------------------------------------------------------------------------------------------------------
Project Statement of Work Create Statement Of Work GTEDS
--------------------------------------------------------------------------------------------------------------
Review/Approve Statement of Work Genuity
--------------------------------------------------------------------------------------------------------------
Milestone Schedule
-------------------------------------------------------------------------------------------------------------
Milestones Responsible Due Date
Party (dd-mm-yy)
=============================================================================================================
Provide Request For Proposal with Genuity 4/1/00
Business Requirements
-------------------------------------------------------------------------------------------------------------
SOW Estimate Submitted for Review GTEDS 5/1/00
-------------------------------------------------------------------------------------------------------------
Approval to proceed Genuity 5/15/00
-------------------------------------------------------------------------------------------------------------
Page 3 of 7
1.8 Personnel
1.8.1 Role Definitions for GTEDS and Genuity are as follows:
Project Manager
. Day to day management and production of stage-end
deliverables
. Reporting, Scheduling, and Monitor status reports
. Issues to the project team
. Ensures that the main interests being served by the project
team are properly represented at the working level
. Provides continuity in the day to day coordination of the
project especially if there are changes in staff
Technical Team
. Ensures that the technical quality of the deliverables are
being produced and are consistent with the overall technical
strategy of the corporation
. Assists in identifying all the technical tasks and standards
that need to be followed
. Identifies and allocates technical resources to facilitate
the production of project deliverables
Customer Representative
. Allocates business resources to the project team and ensures
that the project's results will work in the operational level
of the business
Project Team
. Participate in the entire project implementation
. Provide project status to Project Manger
. Complete task assignment (i.e., project plan assignment)
. Provide project deliverables
. Issues/action items resolutions
. Participates in weekly core team calls
. Provide project estimates
. Participate in scheduled project meetings
Business Team
. Defines requirements
. Ensures that the operational interests of the business are
being fully represented in the day-to-day operations of the
project
. Helps identify who from the business areas can add value to
the project team
Key Resources
. Provide expert knowledge in specific business or technical
area
Page 4 of 7
. Contribute to the creation of stage deliverables by
providing information and review stage end deliverables
Technical Support
. Ensure system is up and running
. Installations
Network Support
. Provides expert knowledge and support for the implementation
of the project on the organization's LAN
Process Coordinator
. Ensures quality of the technical deliverables produced
. Assists in identifying all of the technical tasks and
standards that need to be followed
Project Change Control Board
. Reviews all changes ensures that all impacts have been
documented
. Approve changes that affect critical milestones
1.8.2 Genuity will ensure the following resources are assigned to
support enhancement activities:
. Director, Business Process Specialist and TBS SME
1.8.3 GTEDS will ensure the following resources are assigned to support
enhancement activities:
. IT Project and Program manager, Technical Lead, Production
Support Specialist, Production support DBA, Long Term
Planner, Testing Team.
1.9 Program/Contract Managers
In addition to the Program/Contact Managers named in Supplement No. 1,
the following have been named specifically for this SOW.
Title: Genuity Project Manager
Name: ▇▇▇▇▇▇▇ ▇▇▇▇▇▇
Address: ▇▇▇▇ ▇. ▇'▇▇▇▇▇▇ ▇▇▇▇, ▇▇▇▇▇▇, ▇▇ ▇▇▇▇▇
Telephone: ▇▇▇.▇▇▇.▇▇▇▇
Fax: 972.791.3077
Title: GTEDS Project Manager
Name: ▇▇▇▇▇▇▇▇ ▇▇▇▇▇
Address: ▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇▇ ▇▇▇▇▇▇, ▇▇▇▇▇▇, ▇▇ ▇▇▇▇▇
Telephone: ▇▇▇.▇▇▇.▇▇▇▇
Fax: 972.507.1272
Page 5 of 7
1.10 Acceptance Criteria
. GTEDS will ensure that the following criteria are met in the
delivered product:
. GTEDS will provide complete functionality as specified in
the Requirement and Conceptual Solution Document, as of the date
of the approved SOW.
. GTEDS will retain documented functionality of previous
Releases and SOWs where the functionality is unchanged.
. GTEDS will provide on configuration management resource for
twenty-four (24) hours after delivery, to resolve
configuration/distribution problems.
1.11 Contract Type
This is a Time and Materials SOW.
Compensation Authorization
. This Statement of Work has an estimated 7,806 hours with a
total compensation of $1,110,253 as defined below:
-----------------------------------------------------------------------------------------------------
Payment Deliverable Authorized Payment
=====================================================================================================
Labor $943,163
-----------------------------------------------------------------------------------------------------
Travel $50,000
-----------------------------------------------------------------------------------------------------
Computer Support $117,090
-----------------------------------------------------------------------------------------------------
Total $1,110,253
-----------------------------------------------------------------------------------------------------
Other Information:
-----------------------------------------------------------------------------------------------------
1/st/ Year Impact on COPS $15,000
-----------------------------------------------------------------------------------------------------
1.13 Travel
The following travel requirements are required for this SOW:
. GTEDS travel estimated costs 25 trips @ 2,000 per trip with
a total of $50,000. Trips will be invoiced separately at cost.
Special Considerations
None
Page 6 of 7
Reporting Requirements
None
Approvals
Approval authorizes GTEDS to proceed with scheduling and performing the work.
IN WITNESS WHEREOF, the parties have executed this Agreement on the date or
dates indicated below to be effective as of the date specified above.
GTEDS Genuity Solutions Inc.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Page 7 of 7
Statement of Work
Between
GTE Service Corporation
And
Genuity Solutions Inc. for
Smallworld - Release 5
1.0 Management Summary
Introduction
This Statement Of Work is appended to the Agreement for IT
Transition Services ("Agreement") dated _________by and between
Genuity Solutions Inc. ("Genuity") and GTE Service Corporation
and its affiliates and shall be governed by the terms and
conditions thereof. The services described herein shall be
provided by GTE Data Services Incorporated (GTEDS) for a period
of the earlier of one year from the Effective Date of the IT
Transition Services Agreement or the date of completion of the
work. This Statement of Work may not be renewed.
This SOW outlines the tasks required by GTEDS for support of
"Smallworld- Release 5".
Executive Summary
Genuity uses a network and facility engineering design package
called "Smallworld". GTEDS currently supports Smallworld and has
been previously engaged to do several projects to improve the
accuracy of Smallworld data and enhance the usability of the
package.
This work is already well underway and entails specialized skills
in GTEDS. It is expected to complete in September 2000 and
Genuity does not have the staff to complete the project by that
date.
2.0 Scope of Work
2.1 Scope/Objective
The scope of work for this Statement of Work includes all
remaining system requirement tasks, high level system designs,
detail designs, program management tasks including development
workplans, and estimates for delivery of all Smallworld Release 5
components.
A change request to this SOW will be issued for the remaining
development, testing, implementation and training activities
occurring after 04/28/00.
2.2 Scope Requirements
Based on the information provided by "Genuity" regarding Release
5, the scope of each specific component is as follows:
[_] SMW/GRS Reconciliation
Development of workplans, estimates, detail designs and
some coding efforts
Page 1 of 7
[_] Remote Access (Phase 1)
Development of workplans, estimates, demo, detail
designs, and selection and configuration of COTS
products
[_] SMW Engineering Enhancements - Release 5
Definition of scope, development of workplans and
estimates, high level designs
[_] Automated Engineering Packages - Revised Solution
Development of workplans, estimates, detail design
tasks and some coding efforts
2.3 Work Package Description Summary
See Attachment A, the Requirement and Conceptual Solution
Document, for a summary of GTEDS understanding of the requested
functionality. This Attachment references the Software
Requirements Specification documents for targeted Release 5
components.
2.4 Assumptions
It is assumed that this work effort is for the time period from
04/01/00 through 04/28/00. Code Drop for these SMW Release 5
efforts will be identified and confirmed in a subsequent SOW
change request.
A change request to this SOW, incorporating all Smallworld
Release-type activities, will be submitted to address the normal
systems testing, UAT, and implementation activities performed in
support of the verification of all Smallworld application release
enhancements.
"Genuity" resources are available and will support the planned
efforts targeted prior to the effective date of this SOW.
Included are:
. the pre-planning and "As Is" business process definition
session scheduled for February 23 and February 24, 2000 in
support of the Automated Engineering Packages - Revised
Solution
. The follow-up session to map the "As Is" business processes of
the proposed "To Be" business processes scheduled for February
28 through March 3, 2000.
. the requirements clarification or "white-board" sessions in
support of the ISP/Smart Power/HVAC enhancements to enable
delivery of cost estimates and functionality within
development windows for Release 5
. timely decisions on the SMW/GRS Reconciliation direction to
enable functionality to be delivered within the Release 5
development window
. the Step 2 demonstration of the Remote Access solution set as
requested by "Genuity" for presentation in March
This SOW does not include work effort or costs for the SALAD
group to perform any required interoperability testing in support
of Smallworld Release 5. SALAD has identified themselves as a GNI
organization and therefore should secure funding independent of
this GTEDS SOW.
2.5 Roles and Responsibilities
GTEDS and "Genuity" team will have the following roles and
responsibilities during the activities:
Page 2 of 7
---------------------------------------------------------------------------------------------------------------------
Responsibility
---------------------------------------------------------------------------------------------------------------------
Phase Activity Primary Secondary
---------------------------------------------------------------------------------------------------------------------
Project Plan Document Business Requirements Genuity
---------------------------------------------------------------------------------------------------------------------
Develop and Maintain Project Plan GTEDS Genuity
---------------------------------------------------------------------------------------------------------------------
Identify Team Members GTEDS Genuity
---------------------------------------------------------------------------------------------------------------------
Design Solution Develop DS GTEDS
---------------------------------------------------------------------------------------------------------------------
Review/Approve DS Genuity
---------------------------------------------------------------------------------------------------------------------
Proposed Solution
The various components of R5 will involve some custom development of both
executable code and wizards, and some enhancement of existing
applications as well as the implementation of new software. See HLD
documents referenced in Attachment A for targeted Release 5 components.
Milestone Schedule
----------------------------------------------------------------------------------------
Responsible Due Date
Milestones Party (dd-mm-yy)
========================================================================================
SOW Estimate Submitted for Review GTEDS 03/10/00
----------------------------------------------------------------------------------------
Approval to proceed Genuity 03/17/00
----------------------------------------------------------------------------------------
Completion of Integrated Detail Design Phase GTEDS 04/01/00
----------------------------------------------------------------------------------------
Deliver ECG for Release 5 GTEDS 04/21/00
----------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------
This SOW is to cover the design efforts of all components of R5. GTEDS
will provide a complete schedule and development estimate after the
Detailed Design document that integrates all the R5 components is
completed.
Deliverables
2.6.a "Genuity" Deliverables:
2.6.a.1 "Genuity" shall participate in the creation of the
Smallworld R5 Project Plan.
2.6.a.2 "Genuity's" Program Manager will be responsible for the
milestones assigned to "Genuity" and will participate
in all management activities associated with the
implementation of this SOW.
2.6.b GTEDS Deliverables:
2.6.b.1 GTEDS shall prepare and deliver the following to
"Genuity" in accordance with the requirements of this
SOW:
2.6.b.1.1 Detailed Design documents
2.6.b.1.2 Development schedule and estimate
2.8.c Deliverable Due Dates:
The following schedule reflects the due dates for the required
documents outlined in this SOW:
Page 3 of 7
----------------------------------------------------------------------------------------------
Responsible Due Date
Deliverable (PARTY) (dd-mm-yy)
==============================================================================================
Signed Approval Genuity 03/17/00
----------------------------------------------------------------------------------------------
Complete Detailed Design documents GTEDS 04/01/00
----------------------------------------------------------------------------------------------
Complete Development Estimate and Schedule GTEDS 04/15/00
----------------------------------------------------------------------------------------------
The following schedule identifies the targeted milestones for Release 5
that will be documented and confirmed in a subsequent change request to
this SOW anticipated on or about mid-April after all scope and design
decisions are finalized.
----------------------------------------------------------------------------------------------
Responsible Due Date
Deliverable (PARTY) (dd-mm-yy)
==============================================================================================
Live in Production GTEDS 07/28/00
----------------------------------------------------------------------------------------------
User Training GTEDS 08/07/00 - 09/15/00
----------------------------------------------------------------------------------------------
Key Personnel
Not Applicable
Progam/Contract Managers
In addition to the Program/Contact Managers named in Supplement No. 1, the
following have been named specifically for this SOW.
Title: Genuity Program Manager
Name: ▇▇▇▇▇ ▇▇▇▇▇▇
Address: ▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇
▇▇▇▇▇▇, ▇▇▇▇▇ ▇▇▇▇▇
Telephone: ▇▇▇-▇▇▇-▇▇▇▇
Fax: ▇▇▇-▇▇▇-▇▇▇▇
Title: GTEDS Program Manager
Name: ▇▇▇ ▇▇▇▇▇
Address: ▇ ▇. ▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇
▇▇▇▇▇▇ ▇▇▇▇▇▇▇, ▇▇ ▇▇▇▇▇
Telephone: ▇▇▇-▇▇▇-▇▇▇▇
Fax: ▇▇▇-▇▇▇-▇▇▇▇
Contract Type
This SOW is comprised of two (2) pricing components in support of
performing and completing all design phase activities of the identified
components in Section 2.2, Scope Requirements, for Smallworld Release 5:
. Time and Materials (T&M) for GTEDS to perform the system provisioning,
production support, quality assurance, program management, training,
and implementation activities required to complete the UAT and
implement Smallworld Release 5
. Firm Fixed Price (FFP) for vendor-related expenses on a pass-through
basis
Page 4 of 7
Compensation Authorization
2.12.1 Time and Materials
This Statement of Work has an estimated 2,242 hours
with a total compensation of $352,961 as defined below:
--------------------------------------------------------------------------
Payment Deliverable Authorized Payment
==========================================================================
Labor 313,331
--------------------------------------------------------------------------
Travel 6,000
--------------------------------------------------------------------------
Computer Support 33,630
--------------------------------------------------------------------------
--------------------------------------------------------------------------
Total $352,961
--------------------------------------------------------------------------
2.12.2 Fixed Price
The Fixed Price funding authorized by this Statement of
Work is $249,830.
Travel
2.6.a No specific travel requirements are anticipated during the
timeframes identified within this SOW. However, if travel
needs do arise, GTEDS will identify and may request
authorization and approval from "Genuity" prior to travel.
2.6.b If approved, GTEDS may invoice "Genuity" for approved
reimbursable travel expenses at actual costs incurred as a
result of performance under a Statement of Work
("Reimbursable Travel Expenses") in accordance with the
Master Contract.
Acceptance Criteria
GTE Data Services will ensure that the following criteria are met
in the delivered product:
. GTEDS will provide a complete and integrated design that
will provide functionality as specified in the Requirement
and Conceptual Solution Document, as of the date of the
approved SOW.
. GTEDS will retain documented functionality of previous
Releases and SOWs where the functionality is unchanged.
Reporting Requirements
None
3.0 Special Considerations
Due to recent redirection in the design and delivery approach for
Automated Engineering Packages (Phase 1), the revised solution may
not be part of this SOW or a revised delivery date for production may
be necessitated.
Approvals:
Approval authorizes GTEDS to proceed with the design phase of Release
5.
Page 5 of 7
This SOW pricing is valid for 90 days. If the SOW is not approved in 90
days, GTEDS reserves the right to alter or modify the schedule or the price
of the work.
IN WITNESS WHEREOF, the parties have executed this Agreement on the date or
dates indicated below to be effective as of the date specified above.
GTE DATA SERVICES INCORPORATED GENUITY SOLUTIONS INC.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Page 6 of 7
Attachment A - Requirement and Conceptual Solution Document
This section identifies the documents produced by the Work Request Review Board
as GTEDS' understanding of the requested requirement and GTEDS' conceptual
solution.
The following SRS and HLD documents for each respective Release 5 component
serves as the basis for the requirements and conceptual solution of the
enhancement.
[_] SMW/TBS Interface (Phase 1)
. Software Requirements Specification - TBS/Smallworld Version 8.0
dated November 9,1999
. Smallworld/TBS Interface - Release 1 - Combined High Level Design
dated February 14, 2000
[_] SMW/GRS Reconciliation
. Reconcile GRS/Smallworld - Software Requirements Specification -
Version 1.0 - dated January 20, 2000
. HLD - pending
[_] Remote Access (Phase 1)
. Smallworld Desktop Remote Access - Software Requirements
Specification - Version 1.0 - dated January 21, 2000
. HLD - pending
[_] SMW Engineering Enhancements - Release 5
. ISP Routing Visibility - Software Requirements Specification -
Version 2.1 - dated December 29, 1999
. Smart Power/HVAC - Software Requirements Specification - Version
1.0 - dated December 10, 1999
[_] Automated Engineering Packages - Revised Solution
End of Attachment A
Page 7 of 7
Statement of Work
Between
GTE Service Corporation
And
Genuity Solutions Inc.
To Provide
Web Based Interface to PSR
1.0 Management Summary
1.1 Introduction
This Statement Of Work is appended to the Agreement for IT Transition
Services ("Agreement") dated _________ by and between Genuity Solutions
Inc. ("Genuity") and GTE Service Corporation and its affiliates and
shall be governed by the terms and conditions thereof. The services
described herein shall be provided by GTE Data Services Incorporated
(GTEDS) for a period of the earlier of one year from the Effective Date
of the IT Transition Services Agreement or the date of completion of the
work. This Statement of Work may not be renewed.
This SOW outlines the tasks required by GTEDS for support of "Web Based
Interface to PSR".
1.2 Executive Summary
Genuity uses an operational support system called Telecom Business
Solutions(C) (TBS) to accept new service orders and to design circuits
for customers. Each user of this system is required to install a large,
complicated, expensive program on his PC. Only a small number of users
need the full capabilities of this large program. Most users only need
the ability to enter and check the status of orders. This project makes
those order management capabilities available via a standard Web Browser
which already exists on everyone's PC.
This work is already well underway and entails specialized skills in
GTEDS. It is expected to complete in August 2000 and Genuity does not
have the staff to complete the project by that date.
1.3 Scope/Objective
This scope of work included the following deliverables:
. Updated Project Plan
. Updated Software Requirements Specification
. Monthly Status Reports
. Updated Training Requirements Documentation
. User Acceptance Test Plan and Test Scripts
Creation of a web based interface to existing TBS PSR module for order
entry. Future phases will include capability to export status and
tracking information from the PSR.
Genuity acknowledges that the Web Based Interface, and all designs and
code, Web pages created herein, for this Statement Of Work, are developed
for use by multiple entities, including Genuity.
Page 1 of 10
1.4 Scope Requirements
Based on the information provided by Genuity regarding the web-based
interface to PSR, the scope of the project is as follows:
. This will provide a web-based interface into TBS/PSR for order
entry, tracking and status update. PSR is the order entry module
of TBS, which is developed by the vendor Metasolv. This will
enable field and remote personnel to access limited TBS/PSR
functionality remotely. Project will leverage the Genuity effort
currently underway to provide web access to the CODA system. A
conceptual diagram of the interface is shown in Appendix A.
Detailed order status and tracking will not be available until
Metasolv can deliver the work management API (currently scheduled
for April 2000).
1.5 Work Package Description Summary
See Attachment A, the Requirement and Conceptual Solution Document,
for a summary of GTEDS understanding of the requested functionality,
and our conceptual solution for the request.
1.6 Assumptions
. Several stages of the project will be performed in parallel
rather than sequentially.
. Project team will be able to leverage the design and building
efforts that went into the GNI internally developed CODA (Circuit
Order Data Analysis) data base, especially during requirements
sessions.
. There will be no requirement to provide ad hoc reports to end-
users.
. Products not in PSR as of a to be determined freeze date will
be provided as future release/upgrade.
. Project will not result in loss of current CODA reporting
functions.
. Telecom sales end users will access detailed service/circuit
information (beyond what is available through standard reports)
by direct contact with the Telecom CSC
Page 2 of 10
1.7 Roles and Responsibilities:
GTEDS and Genuity team will have the following roles and
responsibilities:
---------------------------------------------------------------------------------------------------------------------
Responsibility
---------------------------------------------------------------------------------------------------------------------
Phase Activity Primary Secondary
---------------------------------------------------------------------------------------------------------------------
Project Plan Document Business Requirements GTEDS Genuity
---------------------------------------------------------------------------------------------------------------------
Develop and Maintain Project Plan GTEDS Genuity
---------------------------------------------------------------------------------------------------------------------
Identify Team Members GTEDS Genuity
---------------------------------------------------------------------------------------------------------------------
Requirements Analysis Conduct Kickoff Meeting GTEDS Genuity
---------------------------------------------------------------------------------------------------------------------
Schedule System Specification Meetings GTEDS
---------------------------------------------------------------------------------------------------------------------
Schedule Subject Matter Experts Genuity
---------------------------------------------------------------------------------------------------------------------
Conduct System Specification Meetings GTEDS
---------------------------------------------------------------------------------------------------------------------
Develop System Specification GTEDS
---------------------------------------------------------------------------------------------------------------------
Review/Approve System Specification Genuity
---------------------------------------------------------------------------------------------------------------------
Design Solution Develop DS GTEDS
---------------------------------------------------------------------------------------------------------------------
Review/Approve DS Genuity
---------------------------------------------------------------------------------------------------------------------
Program Development Develop Application GTEDS
---------------------------------------------------------------------------------------------------------------------
System Testing Develop Integration/Systems Test Plan GTEDS
---------------------------------------------------------------------------------------------------------------------
Conduct I/S Test GTEDS
---------------------------------------------------------------------------------------------------------------------
Develop User and System Documentation GTEDS
---------------------------------------------------------------------------------------------------------------------
Review/Approve User and System Documentation Genuity
---------------------------------------------------------------------------------------------------------------------
User Acceptance Test Develop Acceptance Test Plan GTEDS Genuity
---------------------------------------------------------------------------------------------------------------------
Develop Acceptance Test Cases GTEDS Genuity
---------------------------------------------------------------------------------------------------------------------
Conduct Acceptance Test GTEDS Genuity
---------------------------------------------------------------------------------------------------------------------
Approve Production Implementation Schedule Genuity GTEDS
---------------------------------------------------------------------------------------------------------------------
Training Train the User's Trainers GTEDS Genuity
---------------------------------------------------------------------------------------------------------------------
Conduct User Training Genuity
---------------------------------------------------------------------------------------------------------------------
Production Implementation Installation of Release GTEDS Genuity
---------------------------------------------------------------------------------------------------------------------
1.8 Proposed Solution
The web-based interface to TBS-PSR will be provided by using the TBS-
PSR API from Metasolv. This will provide a 2-way interface into TBS
for entering orders into the PSR and retrieving high level tracking and
status information from the TBS database. This is dependent upon the
installation of TBS V4.2. Web pages, server, and required databases
will be delivered by GTE-IT. Detailed functionality requirements and
design will be defined during a 2 phase requirements gathering session.
Expected hardware and network requirements include connectivity via the
GTE inter-WAN for the API server and web server, external connectivity
for remote and field personnel using the web. Details of network and
hardware requirements will be defined during the network and technical
architecture review stages.
Page 3 of 10
1.9 Milestone Schedule: (Based on second release for status and tracking
functions)
Milestones Responsible Due Date
Party (dd-mm-yy)
===============================================================================================================
SOW Estimate Submitted for Review GTEDS 3/29/00
---------------------------------------------------------------------------------------------------------------
Approval to proceed Genuity NLT 3/31/00
---------------------------------------------------------------------------------------------------------------
System Test GTEDS 7/31/00
---------------------------------------------------------------------------------------------------------------
Delivery to Customer GTEDS 8/31/00
---------------------------------------------------------------------------------------------------------------
User Acceptance Test Genuity 2 Days from Delivery
---------------------------------------------------------------------------------------------------------------
Sign-off/Acceptance GTEDS and Genuity 5 days from completion of Delivery
---------------------------------------------------------------------------------------------------------------
After Genuity approves the SOW and provides the authorization to
proceed, GTEDS will schedule all final due dates and provide an
implementation plan, in addition to this matrix, that shows the
logical sequences of events and key milestones. Key milestones on
the critical path shall be closely monitored by GTEDS to ensure that
schedule risk is minimized, and alternate paths and/or solutions are
available if needed.
1.10 Deliverables
1.10.1 Genuity Deliverables:
. Genuity shall participate in the creation of the Web
Based Interface to PSR Project Plan.
. Genuity's Project Manager will be responsible for the
milestones assigned to Genuity and will participate in
all management activities associated with the
implementation of this SOW.
1.10.2 GTEDS Deliverables:
GTEDS shall prepare and deliver the following to Genuity in
accordance with the requirements of this SOW:
. Project Plan
. Software Requirements Specification
. Training Requirements Documentation
. User Test Plan and Test Scripts
. Monthly Status Reports
. Deliverable Due Dates
1.10.3 The following schedule reflects the due dates for the
required documents outlined in this SOW:
Deliverable Responsible Due Date
(PARTY) (dd-mm-yy)
================================================================================
Signed Approval Genuity 5- 30 Days from 02-25-00
--------------------------------------------------------------------------------
Schedule GTEDS 10 Days From Approval
--------------------------------------------------------------------------------
Code GTEDS To Be Determined based on approval
--------------------------------------------------------------------------------
Documentation GTEDS To Be Determined based on approval
--------------------------------------------------------------------------------
Page 4 of 10
1.11 Personnel
1.11.1 Role Definitions for GTEDS and Genuity are as follows:
Project Manager
. Day to day management and production of stage-end
deliverables
. Reporting, Scheduling, and Monitor status reports
. Issues to the project team
. Ensures that the main interests being served by the project
team are properly represented at the working level
. Provides continuity in the day to day coordination of the
project especially if there are changes in staff
Technical Team
. Ensures that the technical quality of the deliverables are
being produced and are consistent with the overall technical
strategy of the corporation
. Assists in identifying all the technical tasks and
standards that need to be followed
. Identifies and allocates technical resources to facilitate
the production of project deliverables
Customer Representative
. Allocates business resources to the project team and
ensures that the project's results will work in the
operational level of the business
Project Team
. Participate in the entire project implementation
. Provide project status to Project Manger
. Complete task assignment (i.e., project plan assignment)
. Provide project deliverables
. Issues/action items resolutions
. Participates in weekly core team calls
. Provide project estimates
. Participate in scheduled project meetings
Business Team
. Defines requirements
. Ensures that the operational interests of the business are
being fully represented in the day-to-day operations of the
project
. Helps identify who from the business areas can add value to
the project team
Key Resources
. Provide expert knowledge in specific business or technical
area
. Contribute to the creation of stage deliverables by
providing information and review stage end deliverables
Technical Support
. Ensure system is up and running
. Installations
Network Support
. Provides expert knowledge and support for the
implementation of the project on the organization's LAN
Process Coordinator
Page 5 of 10
. Ensures quality of the technical deliverables produced
. Assists in identifying all of the technical tasks and
standards that need to be followed
Project Change Control Board
. Reviews all changes ensures that all impacts have been
documented
. Approve changes that affect critical milestones
1.11.2 Genuity will ensure the following resources are assigned to
support enhancement activities:
. Sufficient subject matter experts and end users to define
system requirements during definition phases
. Sufficient end users for initial pilot training and user
acceptance testing
. Sufficient program/project management throughout the
project to participate in management discussions, issue
resolution, risk mitigation planning.
1.11.3 GTEDS will ensure the following resources are assigned to
support enhancement activities:
. Sufficient requirements managers to formally define system
requirements during definition phases. Sufficient technical
subject matter experts to define architecture and network
requirements during requirements and design phases.
. Sufficient technical personnel to create code, define
operating environments, perform unit and systems testing
during construction and testing phases.
. Sufficient technical support for creating user acceptance
test environment and support of testing.
. Sufficient program management support to oversee and direct
the project, participate management discussions, issue
resolution and risk mitigation planning.
1.12 Program/Contract Managers
The following have been named specifically for this SOW:
Title: Genuity Project Manager
Name: ▇▇▇▇▇▇▇ ▇▇▇▇▇▇
Address: Mail Stop HQL13C54
▇▇▇▇ ▇ ▇'▇▇▇▇▇▇ ▇▇▇▇
▇▇▇▇▇▇ ▇▇ ▇▇▇▇▇
Telephone: ▇▇▇-▇▇▇-▇▇▇▇
Fax: ▇▇▇ ▇▇▇ ▇▇▇▇
Title: GTEDS Project Manager
Name: ▇▇▇▇ ▇▇▇▇
Address Mail Stop HQM06A18
▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇▇ ▇▇▇▇▇
▇▇▇▇▇▇, ▇▇ ▇▇▇▇▇
Telephone ▇▇▇-▇▇▇-▇▇▇▇
Fax: ▇▇▇ ▇▇▇ ▇▇▇▇
Page 6 of 10
1.13 Contract Type
This is a Time and Materials SOW
1.14 Compensation Authorization
. This Statement of Work has an estimated 8,851 hours with a total
compensation of $971,628 as defined below:
--------------------------------------------------------------------------
Payment Deliverable Authorized Payment
==========================================================================
Labor $821,363
--------------------------------------------------------------------------
Travel $ 17,500
--------------------------------------------------------------------------
Computer Support $132,765
--------------------------------------------------------------------------
Total $971,628
--------------------------------------------------------------------------
Other Information:
--------------------------------------------------------------------------
Capital (HW/SW & Network) $120,000
--------------------------------------------------------------------------
1/st/ Year Impact on COPS $ 93,670
--------------------------------------------------------------------------
1.15 Travel
This SOW authorizes travel between Tampa, FL and Dallas, TX.
1.16 Acceptance Criteria
GTEDS will ensure that the following criteria are met in the
delivered product:
. GTEDS will provide complete functionality as specified in the
Requirement and Conceptual Solution Document, as of the date of
the approved SOW
. GTEDS will retain documented functionality of previous Releases
and SOWs where the functionality is unchanged.
. GTEDS will provide one configuration management resource for
twenty-four (24) hours after delivery, to resolve
configuration/distribution problems.
1.17 Special Considerations
None
1.18 Reporting Requirements
None
Page 7 of 10
2.0 Approvals
Approval authorizes GTEDS to proceed with scheduling and performing the
work.
IN WITNESS WHEREOF, the parties have executed this Agreement on the date or
dates indicated below to be effective as of the date specified above.
GTEDS GENUITY SOLUTIONS INC.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Page 8 of 10
Attachment A - Requirement and Conceptual Solution Document
Requirement Description
Provide web entry for new customer account creation including establishing
relationship between customer/multiple billing account data and overwriting TBS
default customer account number. Must also include ability to relate billing to
customer, change relationships as required.
Perform order entry activities for private line, ATM, and FR circuits. Includes
new, change, and sup orders.
Perform order entry activities for colocation. Process LSOs
Ability to identify when circuit is going off or on network to cue generation of
ASR
Pass error messages back to order entry web front end when TBS is unable to
successfully process order.
Provide all canned PSR reports.
Provide channel to status key work flow checkpoints such as ASR, FOC, PTD, DLR
Due and receive dates and explanitory notes.
Reports need to associate Telecom and GNI circuit IDs for same customer service
Provide reports of circuits in jepoardy status
Provide summary activity or circuit reports for managers
Provide status report of PSR pending orders
Provide daily activity reports, customizable by user priveledge
Provide for system security by restricting allowed activity based on user ID and
roles/privledges permissions
Provide online help and user guides for system
Define end user training required
Conceptual Solution
The web-based interface to TBS-PSR will be provided by first purchasing and
installing the TBS-PSR API from Metasolv. This will provide a 2-way interface
into TBS for entering orders into the PSR and retrieving high level tracking and
status information from the TBS database. Web pages, server, and required
databases will be delivered by GTE-IT. Detailed functionality requirements and
design will be defined during a 2 phase requirements gathering session.
Expected hardware and network requirements include connectivity via the GTE
inter-WAN for the API server and web server, external connectivity for remote
and field personnel using the web. Details of network and hardware requirements
will be defined during the network and technical architecture review stages.
Page 9 of 10
Conceptual Diagram
End of Attachment A
Page 10 of 10
Service Level Agreement
For
Application Enhancement and Development
Between
GTE Data Services
And
Genuity Solutions Inc.
This Service Level Agreement along with all attachments hereto shall be
considered GTE Proprietary/Confidential Information
1.0 Introduction
This Service Level Agreement (SLA) GTI00200 outlines the tasks required for GTE
Data Services Incorporated, a Delaware corporation, with offices for this
agreement at One East Telecom Parkway, Post Office ▇▇▇ ▇▇▇▇▇▇, ▇▇▇▇▇▇ ▇▇▇▇▇▇▇,
▇▇▇▇▇▇▇ ▇▇▇▇▇, to support Genuity Solutions Inc., a Delaware corporation, with
offices for this agreement at ▇ ▇▇▇ ▇▇ ▇▇▇▇▇ ▇▇▇▇▇, ▇▇▇▇▇▇▇▇▇▇, ▇▇▇▇▇▇▇▇▇▇▇▇▇
▇▇▇▇▇ (Genuity).
GTE shall perform in accordance with this Service Level Agreement and, when
mutually executed for implementation, this Service Level Agreement becomes
contractually binding on GTE and Genuity under the terms and conditions of the
Agreement For IT Transition Services, dated ___________.
The primary focus of this Service Level Agreement is for providing software
enhancements to existing applications and developing new application software at
the request of Genuity.
Any inconsistency in this document shall be resolved by giving priority and
precedence in the following order:
1. Authorization To Proceed / Statement of Work
2. Service Level Agreement (This Agreement)
3. Agreement For IT Transition Services
Page 1 of 20
2.0 Scope of Agreement
Genuity will execute one or more Statement(s) Of Work (SOW), to which GTE shall
have the responsibilities listed below. For purposes of this agreement, Genuity
may issue an Authorization To Proceed prior to, or instead of, a Statement Of
Work. All references to a Statement Of Work will also apply to an Authorization
To Proceed.
The scope of work to be performed, the Deliverables and services to be provided
shall be determined in such Statement(s) Of Work, including all attachments
thereto. Each Statement Of Work that refers to this Agreement shall be deemed a
separate agreement that incorporates the terms and conditions of this Agreement
by reference. All references in this Agreement to a Statement Of Work shall
refer to such documents. GTE and Genuity shall strictly observe the
requirements of the Statement(s) Of Work in all respects.
The terms of this Service Level Agreement will cover, but are not limited to,
the software applications, developed and/or maintained by GTE, that support
Genuity at the time of the signing of the agreement. Additional software
applications will be honored and supported under the terms of this Service Level
Agreement in conjunction with an accompanying Statement of Work.
3.0 Genuity Roles and Responsbilities and Deliverables
3.1 Genuity Roles and Responsibilities
The following are the accountabilities and responsibilities of Genuity:
1. Program Management
- Define and document work requirements
- Define scope, quantity and quality of solution
- Develop project schedules
- Prepare the project plan(s)
- Program Monitoring
- Track progress
- Compare actual to predicted cost/schedule/quality
- Analyze impacts
- Make adjustments
2. Assure the project meets GTIE's development guidelines and systems
requirements as defined in Statement Of Work
3. Develop and document Genuity's project, functional and technical
requirements
4. Develop and document Genuity's acceptance criteria for all project
deliverables
5. Provide input to the Conceptual Design
Page 2 of 20
6. Identify functional responsibilities to ensure all activities are
accounted for, regardless of personnel turnover
7. Identify time limits for scheduling
8. Identify methodology for tradeoff analysis
9. Measure accomplishments against plans
10. Identify problems so that corrective action may follow
11. Know when objectives cannot be met, or shall be exceeded, and report
appropriately
12. Document and quantify change of scope requests
13. Manage project within allocated time period
14. Manage project within budget or costs
15. Manage project to specified performance levels and standards as
defined in the Service Level Agreement or a Statement Of Work
16. Manage project with mutually agreed upon scope changes
17. Manage Genuity's acceptance of the project deliverables
18. Manage Genuity's acceptance of GTE's project plan
19. Request and negotiate GTE's effort to develop enhancements to existing
application software or development of new application software
20. Provide functional knowledge to provide additional information
concerning requirements and IR's
21. Issue a Statement Of Work to GTE for the development and testing
support of the enhancement or new application software and other
support as documented in the Statement of Work
22. Provide all supporting documents to support the enhancement process as
defined in Statement Of Work
3.2 Genuity Deliverables
Genuity shall prepare and deliver the following to GTE in accordance with
the requirements of this Service Level Agreement recognizing that time is
of the essence with respect to the Deliverables under this Service Level
Agreement:
Deliverable #1 - Statement Of Work
Page 3 of 20
A signed Statement Of Work will be delivered by Genuity to GTE for work
that is requested to be done. GTE will not be obligated to perform any
services in the absence of a signed Statement of Work.
Deliverable #2 - Project, functional and technical requirements and
supporting documents
A requirements document will be produced by Genuity that documents the
specifications of the requested enhancement or new application software.
Deliverable #3 - Acceptance Criteria
Genuity will document the acceptance criteria of the requested
enhancement/ development effort to ensure that estimates of effort for
the project are accurate and that the resulting deliverables meet the
needs of Genuity.
3.3 Development Plan Review and Approval
The Genuity Program Manager shall review and provide comments to the
Development Plan provided by GTE. GTE shall submit a revised Plan to
Genuity within five (5) business days if necessary.
3.4 Deliverable Acceptance
Genuity shall review and accept or reject all GTE Deliverables in writing
pursuant to the acceptance criteria specified in this document and the
Statement Of Work.
4.0 GTE Data Services Responsbilities and Deliverables
4.1 GTE Data Services Responsibilities
GTEDS shall create a Requirements Document, High Level Design, Detail
Design, develop code, and/or modify the programs in accordance with Genuity
requirements. In addition, GTE will execute unit, system, or any other
requested testing on the programs resulting from development or
modification of the programs and provide, system, integration, and User
Acceptance Test support for the programs as defined in the Statement Of
Work.
The following are the accountabilities and responsibilities GTE:
1. Project Planning
. Define work requirements
. Define quantity of work packets
. Define resources needed
. Develop detail development plan(s)
. Prepare detail development schedule(s)
Submit project plan(s) and schedules for Genuity approval
Page 4 of 20
2. Project Monitoring
. Track progress
. Compare actual to predicted cost/schedule/
. Analyze impacts
. Make adjustments
. Lead GTE project review meetings
. Prepare monthly project status reports
3. Understand Genuity's acceptance criteria
4. Identify technical responsibilities to ensure all activities are
accounted for, regardless of personnel turnover
5. Identify time limits for scheduling
6. Measure accomplishments against plans
7. Identify corrective action for problems
8. Know when objectives cannot be met, or shall be exceeded, and report
appropriately
9. Identify and quantify any change of scope requests
10. Manage development phases within allocated time period
11. Manage development phases within budgeted hours and/or costs
12. Manage GTE's responsibilities concerning compliance to specified
performance levels and standards
13. Manage GTE's responsibilities concerning compliance with mutually
agreed upon scope changes
14. Manage GTE's responsibilities to provide deliverables according to
acceptance criteria
15. Provide Requirements definition support as requested in the Statement
Of Work
16. Create the High Level Design
17. Estimate the effort to implement and provide test and warranty support
for the enhancements
18. Develop the Conceptual Design
19. Create the Detail Design
Page 5 of 20
20. Code, unit test
21. Perform the level and type of testing required for each Statement Of
Work
22. Provide technical support and problem resolution for User Acceptance
Test
23. Provide technical support and problem resolution for Warranty
24. Provide updates to the technical documentation
25. Maintain the environment necessary to modify and unit test the code
26. Participate in the response preparation to questions documented in
level 0 IRs or Task Q&A as requested
27. Participate in conference calls requiring technical support
28. Perform special tasks and assignments as requested in the Special
Consideration section of the Statement Of Work
29. Perform special assignment tasks as requested in a Special Assignment
(Consulting) Statement Of Work
4.2 GTE Data Services' Deliverables
GTE shall prepare and deliver the following to Genuity in accordance with
the requirements of the Statement Of Work recognizing that time is of the
essence with respect to the Deliverables. Genuity shall review and accept
or reject the Deliverables in accordance with documented acceptance
criteria.
Deliverable #1 - Statement Of Work
Based on a the receipt of a Work Request, GTE will analyze the request
and prepare a Statement Of Work which documents the solution overview,
implementation time, implementation price and assumptions. Genuity
will review the Statement Of Work. If Genuity accepts the Statement Of
Work, a signed copy will be returned to GTEDS.
Deliverable #2 - Development Plan and Schedule
GTE shall provide an initial written Project Plan by the date
documented in the Statement of Work. The written Project Plan shall be
developed using a standard project management software package. The
plan shall identify each phase of the development process with the
corresponding start and end dates, and effort required for each phase.
Within each phase, the plan shall identify each deliverable, or work
package created out of the process with their corresponding start and
end date and effort. It shall also include milestones, inspections,
dependencies and critical path of the deliverables. The plan shall be
monitored by both GTE and Genuity to ensure that no project jeopardy
conditions arise.
Page 6 of 20
The Project Plan will be submitted for approval to Genuity according
to the agreed upon Statement of Work. Genuity shall approve or
disapprove the plan within five (5) working days. If the plan is not
approved, Genuity will clearly communicate in writing the corrections
that need to be made to the plan. GTE will revise the plan within five
(5) working days and resubmit it to Genuity. Work may be delayed if
the plan is not approved within the specified time frame.
It is expected that GTE will have a more detailed work plan and
schedule that is used to manage their own detail steps, processes and
staff. This plan may change repeatedly as necessary. The Project Plan
submitted to Genuity may only change as a result of formal Change
Control. The Change Control process is specified in the Statement Of
Work. If GTEDS requires a change to the Project Plan, they must
submit a Change Request to Genuity as defined in the Statement Of
Work.
Deliverable #3 - Status Reporting
GTE shall prepare and submit monthly, or as specified in the Statement
Of Work, written status reports that indicate progress against the
Project Plan. The report shall include, but not be limited to:
. a written summary of accomplishments during the current reporting
period, as compared with the Statement Of Work cost and schedule;
. a written summary of all concerns or issues for the current
reporting period along with the plan and projected date for
resolution;
. a written status of outstanding concerns or issues that were
reported in previous reporting periods;
. a written status of milestones that are due during the reporting
period and of milestones that were due during the previous
reporting period, but were not completed;
. a written status of any Change Requests and their cost and schedule
impact, if any;
. any other information that affects the work effort.
Page 7 of 20
Deliverable #4 - High Level Design
The written High Level Design Specification uses narrative and may use
diagrams, to convey the functionality required in a new system or
changed functionality in an existing system.
Deliverable #6 - Functional Documentation
GTE shall provide Functional Documentation in accordance with the
requirements, Statement Of Work and GTE standards.
4.3 Non-Standard Interfaces
GTE shall ensure there shall be no new undocumented, non-standard
interfaces or program code in the final Deliverables to Genuity. "Non-
Standard Interfaces" shall be defined as interfaces or program code that
does not meet industry standard technical and coding specifications.
4.4 Quality Assurance Management Plan
GTE shall prepare a Quality Management Plan that identifies the specific
activities that will be performed and products developed to ensure that the
software developed meets quality objectives. The Quality Plan will be made
available to Genuity upon request.
4.5 Facilities
GTE shall provide employee physical facilities including workstation and
all other necessary equipment to complete the Deliverables for the design,
code, and test phases unless specified in the Statement Of Work.
4.6 Testing and Warranty Support
Throughout the term of the Statement Of Work, GTE shall provide Maintenance
and Support for all Deliverables. This includes support during all phases
prior to the end of Warranty.
GTE shall supply qualified support personnel to correct problems within GTE
supported code. Resolution of incidents shall be in accordance with the
Enhancement Service Level Agreement specified in Section 6.3.
Additionally, GTE agrees to have qualified resources available by pager
five (5) days per week. GTE shall respond to all messages within thirty
(30) minutes. Qualified resources shall be defined as GTE employees who
are knowledgeable of the product.
Page 8 of 20
4.7 Post Warranty Support
Following the Warranty Period, GTE shall provide maintenance and support as
described in the Maintenance Service Level Agreement and/or a Maintenance
Statement Of Work.
4.8 Century Compliance
GTE will not add or create any new code or functionality that will make the
systems non compliant for the year 2000.
5.0 Mutual Responsibilities
5.1 Progress Meetings
Genuity and GTE shall support and provide representation at scheduled
progress review meetings, in accordance with the Project Plan.
GTEDS shall be responsible for coordinating the progress review meetings as
deemed necessary, notifying the appropriate attendees, and ensuring that
each meeting takes place according to the schedule, and shall record and
distribute minutes of each meeting within three (3) business days of the
conclusion of each meeting. These reviews shall include, but not be
limited to: performance status update, schedule update, cost status,
inspection status, pending changes, and open issues/action items.
5.2 Problem Identification
Genuity and GTE shall document problems identified during all testing
phases of software development after unit test including integrated testing
and System Testing in INFOMAN. GTEDS personnel shall be responsible for
monitoring INFOMAN for project related problems and assigning problems to
appropriate personnel for resolution. Problem resolution requested due
dates shall be determined by the status of Critical or Non-Critical.
Genuity reserves the right to promote non-critical to a critical
classification based on the valid business impact of the IR and shall
notify GTEDS of the reason.
5.3 IR Escalation Process
Escalation occurs if:
. GTE or Genuity fails to acknowledge beeps within the agreed upon time.
. It is estimated that the resolution and/or work around will take longer
than can be negotiated.
. Genuity is unavailable to GTE during resolution process and
unavailability will impact GTEDS's ability to meet the customer commit
date with the resolution.
Current escalation flow from Genuity to GTE:
Page 9 of 20
1. PSS / Help Desk beeps the primary twice. If no answer...
2. PSS escalates to the secondary
3. Next level is GTE Section Manager
4. Next level is GTE Manager
5. Next level is the GTE Director
6. Next level is GTE Vice President
7. Final level is the GTE Vice President
Current escalation flow from GTE to Genuity:
1. GTE beeps twice. If no answer...
2. Next level is Genuity Section Manager
4. Next level is Genuity Manager
5. Final level is Genuity Director
GTE and Genuity will each ensure that the other has been provided an
escalation list that includes home, work and beeper numbers for pertinent
personnel.
6.0 Performance Measures and Acceptance Expectations
6.1 Timeliness of Deliverables
Deliverables are defined as those items created in the development process
that are listed in Section 4.2 and those delivered to Genuity. Examples
include but are not limited to completion of documentation and delivery of
code.
All Deliverables will be delivered on the due date documented on the
Statement of Work or approved Project Plan. If a deliverable is not
complete on the due date, GTE will use commercially reasonable efforts
necessary to expeditiously complete the Deliverable as soon as possible. If
either party requires a change to the due date of a deliverable, then they
must submit a Change Control Request to the other party as defined in the
Statement Of Work.
6.2 Acceptance Criteria of Deliverables
GTE will develop each Deliverable to meet the documented Acceptance
Criteria in the Statement Of Work. If additional Acceptance Criteria is
needed then the corresponding Acceptance Criteria will be defined as
documented in the Project Plan.
Genuity shall accept or reject each Deliverable, in writing, in the agreed
to time period documented in the Project Plan. If rejected, Genuity shall
clearly state the reason(s) for rejection. GTE shall present a suitable
correction and completion date to Genuity. GTE shall then make the
corrections and resubmit the Deliverable.
Page 10 of 20
6.3 User Acceptance Test and Warranty Support
The purpose of the Pre-production testing is to ensure that the enhancements
made to the system function in accordance with the Customer Requirements and
the High Level Design. It is also to ensure that the unmodified code and
continuing functions, logically process per the current documented
specifications.
During User Acceptance Testing, the role of GTE is to provide technical
support by executing the physical programs and technical procedures and
correcting any errors found in the coding logic. During User Acceptance Test
and Warranty, the role of GTE is to provide technical support, correct any
errors found in the coding logic, and ship the code to Genuity.
The types of Incident Requests (IRs) that can arise during the test and the
expected response time to address those IRs are documented in Attachment B.
The IR goals/targets/baselines for performance reporting have been set as
indicated below. A low number of incoming IR quantities will have a tendency
to skew the results either higher or lower on a month to month basis.
. Goal 90-100% on time resolution
. Target 85-89% on time resolution
. Baseline 80-84% on time resolution
These terms are defined as follows:
Goal - Grade of service that GTE will be striving for
Target - Grade of service that should initially be expected
Baseline - This should be the minimum quality of service provided by GTE for
resolution of IRs. When the on-time resolution percentage is in
this range, appropriate action should be taken to improve results.
6.4 Returned IR Parameters
Returned IRs are considered problem fixes that have been implemented in the
customer's environment, either in User Acceptance Test or Warranty, and Genuity
and GTE have determined that the fix did not resolve the problem described in
the IR. For returned IRs, the original IR number is used. If the returned IR
has been closed a new one is opened. Returned IR goals have been set as
indicated below. Low number of incoming IR quantities will have a tendency to
skew the results either higher of lower on a month to month basis.
. Goal 0 - 5% returned
. Target 6 - 10% returned
. Baseline 11 - 15% returned
Page 11 of 20
These terms are defined as follows:
Goal - Grade of service that GTEDS will be striving for
Target - Grade of service that should initially be expected based
Baseline - This should be the minimum quality of service provided by GTE
for resolution of IRs. When the on-time resolution percentage
is in this range, appropriate action should be taken to improve
results.
7.0 Time Reporting
GTE will provide timely and accurate time reporting of the hours expended to
complete the effort defined in the Statement Of Work. Time reported to complete
a Statement Of Work will only be shared with Genuity if the Statement Of Work
payment terms are based on time and materials.
For IRs, Time will be reported at the IR number level. Time reporting will be
created by IR containing hours by defect and non-defect IRs.
For enhancements, hours will be separated and reported by
. Requirements Support
. High Level Design and/or Support
. Detail Design
. Code / Unit Test
. System Test Support
. User Acceptance Test Support
. Warranty
8.0 Quality
GTE agrees to provide products and services to Genuity that consistently meet
the requirements defined in this agreement and related documents.
8.1 Practices and Guidelines
GTE will be using existing practices developed by GTE Information Technology as
the basis for detailed instruction/direction for IR service delivery as well as
development and enhancements. In the Information Technology Practices, standard
Quality Assurance processes for reviews, inspections, testing, etc. are defined.
As the business demands, these practices will be updated to ensure GTE is
positioned to best serve the customer.
Page 12 of 20
8.2 Quality Procedures
GTE shall adhere to rigorous Quality Control and Quality Assurance procedures to
ensure Deliverables are satisfactorily completed. GTE's Quality Control and
Quality Assurance procedures shall ensure that:
. Deliverables meet the requirements
. Deliverables are executed within the agreed time frame
. Project Deliverables have minimal defects, as defined in the acceptance
criteria, when delivered to Genuity or delivered to the next stage/activity
within the project
. Product deliverables are maintainable and can be enhanced to Genuity's
requirements
. Project statistics are collected for improvement in processes and also for
use as the historical basis for enhancing the accuracy of future estimates
9.0 Continuous Process Improvement
If a process needs to be developed or refined as a result of implementing a
Statement of Work, reporting the hours expended, or negative performance against
service levels, then a process development plan will be developed, agreed to and
executed jointly by GTE and Genuity. Upon implementation of the plan, both
parties will monitor for improvements. Either party will report at the Project
Review Meeting as soon as it is determined that these actions have corrected the
deficiencies. Either party will also report if processes are not working,
thereby causing them not to meet the terms and conditions outlined in this
agreement.
Page 13 of 20
10.0 APPROVALS
IN WITNESS WHEREOF, the parties have executed this Service Level Agreement on
the date or dates indicated below.
GTE Data Services Genuity Solutions Inc.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Page 14 of 20
Attachment A - Definitions/Acronyms
When used in this SLA, the terms listed below shall have the following meanings:
Acceptance is defined as written notification from the receiving party's
Manager indicating that the Deliverable has been evaluated and satisfies
Acceptance criteria.
Critical IR - System is non-operational or has the potential to become non-
operational.
Change Request refers to a formal documented notification of additional or
modified Services under this SLA.
Commitment Due Date is the date the Deliverable or IR is promised to the
customer.
Conceptual Design - A High Level functional design, using narrative and
sometimes diagrams, describing the new system or new system requirements.
Customer refers to Genuity
Deliverable(s) refers to materials or Services prepared by GTE under this
SLA.
Documentation shall mean user manuals and all other written materials that
relate to particular Code, including materials useful for design and
machine-readable text or graphic files subject to display or print-out.
Documentation shall include any Maintenance Modifications or Enhancements
to such Documentation in existence from time to time.
Due Date is the internal due date the incident must be delivered to the IR
Coordinator.
First Line Support is defined as the following activities performed by
Genuity:
. Problem identification and logging - recording the problem
. Problem determination - diagnosing what caused the problem (data,
application software, system software, procedures, etc.)
. Problem distribution - ensuring the problem is routed to Second Line
Support
. Problem resolution - receiving problem fixes from Second Line Support,
installing problem fixes and performing any necessary testing.
. Problem closure - closing the problem
Page 15 of 20
GTE Code, Genuity Code, or Third Party Code refers to software Code in
which GTE, Genuity, or another identified entity, respectively owns
intellectual property rights.
GTE Materials, Genuity Materials, or Third Party Materials refers to
Materials in which GTE, Genuity, or another identified entity,
respectively, owns intellectual property rights.
High Level Design - A specification that uses narrative and may use
diagrams to convey the functionality required in a new system or changed
functionality in an existing system.
Implementation refers to the product implementation activities performed by
GTE at Genuity's site.
Incident is defined as a defect or a perceived defect in the application
product. A defect in the application product components is defined as
functionality not working substantially in accordance with the
specifications and documentation.
Incident Report (IR) is the documentation of a perceived problem identified
by Genuity or GTEDS via INFOMAN.
Incident Report (IR) Resolution is defined as a situation in which all
impacted parties agree upon a proposed solution.
INFOMAN refers to a problem tracking system where Incident Reports are
entered and tracked and where resolution information is available.
(INFOMAN is an IBM product.)
Modifications shall mean changes, revisions, or additions made to this
Agreement by agreement between GTE and Genuity.
Non-Defect Incident is defined as a reported incident that is determined to
be one of the following:
. Incident reports deemed answer only, meaning that there was no coding
defect in the software and/or the functionality is properly
documented.
. Data related problems resulting from Genuity's data, not a coding
defect in the software.
. Operational-related problems resulting from Genuity's operations of
the system, not a defect in the system.
Notice refers to written communications to be made or given by one party to
the other party. Notices shall be sent by hand delivery against receipt,
or receipt requested or E-mail with return receipt requested; and shall be
deemed given on the date shown on the receipt
NSC refers to the GTEDS National Support Center.
page 16 of 20
Personnel shall mean either party's employees or an employee of that
party's subcontractors working under this Agreement.
Returned IRs will refer to IRs which are returned because Genuity did not
accept the IR resolution.
Schedule shall mean the delivery schedule identified in the Statement of
Work.
Second Line Support is defined as providing assistance in determining the
cause of software problems, and taking the appropriate actions required to
correct problems.
Services shall mean the expenditure of time by GTE personnel or other
effort necessary to accomplish the objectives identified and specified in
the Statements of Work.
Shipment refers to scheduled or unscheduled code distributions occurring
after a release has been delivered.
Software refers to the operating system, databases, application code, and
third party products.
Stakeholder refers to a party that has responsibility for, or that is
impacted by an action or deliverable.
System refers to the individual system that consists of the hardware and
software.
System Test refers to the testing conducted by GTE to test the
functionality of the system.
Technical Documentation refers to the documentation created to describe the
design, architecture, and processing of the system. May include an Install
Guide, TCID Letter, application schematic and Job Precedence Chart.
Time & Material IR is an IR that is billed to the customer on an hourly
basis.
Unit Test is the lowest level of testing performed on an individual module
or program prior to combining (or linking) it with other tested
modules/programs.
User Acceptance Test - refers to the testing conducted by Genuity to test
the functionality of the system.
Warranty Period is a limited period of time where, if defects are found by
Genuity, GTE will correct the defect as defined in the contract
warranty provisions, at no charge to the customer.
Work-Arounds is a Temporary fix to an incident which cannot be delivered by
the customer requested date/time or release schedule window.
Page 17 of 20
END ATTACHMENT A
Page 18 of 20
Attachment B - Incidents Priority Levels and Descriptions
Incidents Priority Levels/Descriptions
--------------------------------------------------------------------------------
Level Description
--------------------------------------------------------------------------------
0 Question - Inquiry regarding requirements, documentation, or
application functionality.
AO . Non-critical - No Beep
. GTE will assign resources to Level 0 incidents, as the resources
become available.
. The answers to Level 0 incidents will be distributed as soon as
they are completed.
. Answer must be approved by GTE Lead and then routed for
distribution to customer, or forwarded to appropriate personnel for
resolution.
--------------------------------------------------------------------------------
1 Non-Critical Problem Incidents - Delivery is planned based on due date
and resource availability.
SH,SR
. Non-critical - No Beep
. Resolution is due to customer per requested due date.
. INFOMAN will be updated for Level 2 incidents as status changes
. Level 2 incidents will be unit tested.
. The unit test results will be reviewed, verified, and approved by
an GTE Lead.
--------------------------------------------------------------------------------
Page 19 of 20
--------------------------------------------------------------------------------
2 Critical Problems Incidents - Production system is non-operational or
has the potential to become non-operational.
IA, PR
. Deliver fix or provide work around within twenty-four (24) hours to
Genuity
. These incidents will be unit tested
. GTE will immediately assign all relevant resources
. GTE will use its reasonable best efforts to pursue resolution of
the problem including working beyond normal business hours
. GTE will update Infoman with a status every four (4) hours or as
the situation changes
. Escalation procedures will be followed if GTE fails to contact
Genuity within thirty (30) minutes
--------------------------------------------------------------------------------
END ATTACHMENT B
Page 20 of 20
Statement of Work
Between
GTE Data Services, Inc.
And
Genuity Solutions Inc.
To Provide:
GNI Performance Management Phase III/IV;
Solution for the SONET, ATM and Frame Relay Networks
This SOW along with all attachments hereto shall be considered GTE Data
Services, Inc. Proprietary/Confidential Information
1. Management Summary
1.1. Introduction
This Statement of Work is appended to the Agreement for Transition Services
dated _______by and between Genuity Solutions Inc. ("Genuity") and GTE
Service Corporation and its affiliates and shall be governed by the terms
and conditions thereof. The services described herein shall be provided by
GTE Data Services Incorporated ("GTEDS") for a period of the earlier of the
date of completion of the work or December 31, 2000.
1.2. Executive Summary
Genuity desires to continue the ongoing development of a Global Network
Infrastructure Performance Management ("GNI PM") solution with GTEDS. The
GNI PM solution, as referenced herein in more detail, enables Genuity's
customers to access appropriate performance data. Genuity has determined
development of such a solution involves skill sets and core competencies
currently not internally available. Using another provider for the
development of the GNI PM solution could delay Genuity's current business
plans. Accordingly, Genuity desires to complete the work as contained herein
within the stated time frame, and GTEDS desires to continue this work during
this transition period.
2. Scope of SOW
2.1. Scope/Objective
This document describes the proposed work for the Phase III development of
new features and enhancements to TIPS, the Performance Management and SLA
validation solution deployed at GNI to measure and report on the SONET, ATM
and Frame Relay services of GNI, within the framework of Customer Service
Assurance.
Background: GTE's Global Network Infrastructure (GNI) is a state-of-the-art
network based on a nationwide SONET-192 backbone, which supplies both
switched and routed broadband data transport. It is a complex network whose
management responsibilities are shared between GNI and its customers. Figure
1 below outlines the architecture of GNI and demarcates the areas of network
management responsibility for SONET, ATM and FR segments deployed in the
Network.
Page 1 of 15
SOW - GNI Performance Management Phase III/IV
--------------------------------------------------------------------------------
[GRAPH APPEARS HERE]
Fig. 1 Demarcation of Responsibilities in GNI
For network management purposes, Customer Premises Equipment lies wholly
within the customer's control and responsibility. The performance of the
core SONET-and-ATM network is wholly the responsibility of GNI; at Edge
Switches and at ATM and Frame Relay User-Network interfaces, there is an
overlap of responsibility between GNI and the customer (compare Figure 2,
below). That is, GNI is responsible for monitoring customer traffic at the
User-Network Interface, while the customer is responsible for incoming
traffic's satisfying the terms of the traffic contract.
Fig. 2 Overlap of GNI and Customer Responsibilities
Page 2 of 15
SOW - GNI Performance Management Phase III/IV
--------------------------------------------------------------------------------
Most explicitly, GNI will be entirely responsible for the network from the
point of UNI attachment at an Optical Point of Presence (OPOP) to the point
of exit from GNI at an OPOP, not simply from switch port to switch port.
GNI also has partial responsibility beyond the OPOP toward customer
equipment: in the case of customers whose traffic reaches the GNI network
via a LEC link, GNI will assume responsibility to monitor the intermediate
link as well.
When symptoms of performance problems surface in the network, it is
extremely difficult to determine their focus. ATM is a highly complex
technology with sophisticated traffic management schemes designed to
guarantee Quality of Service, which make troubleshooting any problem a
matter of considerable difficulty.
2.2. The Overall Problem Statement
There is for GNI, therefore, an authentic need for an effective tool or
solution capable of gathering, processing and analyzing the vast amount of
performance data that ATM, Frame Relay and SONET traffic generates, both
for its own sake and in support of Fault Management and Customer Care.
There is also a need to use this data to manage the Customer SLAs on the
various services being offered by GNI. GNI will gain market edge by not
only tracking and validating SLAs on its end-to-end ATM, Frame Relay
services, but making the Performance and SLA-Exception reports directly
available to its customers.
2.3. The Proposed Solution and Previous TIPS Deliveries
TIPS, a system built by Operations Systems Laboratory of GTE Laboratories,
has been deployed at GNI as a solution to the above posed problem of SLA
validation and Customer Services Performance Management for ATM and SONET
networks. TIPS collects performance and fault data from network management
systems (NMSs, Ascend BulkStats) and network topology information from data
warehouses (eg. Remedy, TBS) and NMSs (NavisCore, INM TM) and estimates and
reports on the customer service performance levels. Using these estimates,
TIPS is able to validate the SLAs and identify services for which customer
SLAs may not have been met.
In its current state, TIPS is in production for ATM customer services and
produces Throughput and Availability reports for circuits, PVCs, SVCs,
Trunks and Ports. It also produces delay reports for the test circuits set
up by the INQIRE system NIL. Due to unavailability of valid and clean data
from the Remedy interface, the SONET reports have not been put into
production yet.
2.4. Proposed Work for Phase III and Phase IV
The basic areas in which work will be done in Phase III and IV can be
categorized as follows:
. Interfacing with TBS, a central data repository for customer
services related information.
. Secure user/customer access to TIPS reports via a new authentication
and authorization procedure.
. Upgrade to Naviscore Jade M2.1.
. Enhancement of report presentations (more graphical, variety of
formats).
. Enhancements, including adding more statistics, configuration
information to existing reports, oversubscribed port exclusions.
. Deriving latency measurements between all pairs of ports.
Page 3 of 15
SOW - GNI Performance Management Phase III/IV
--------------------------------------------------------------------------------
. New Customer Billing Summary report, trunk and port utilization
reports and backhaul report
. New web-based TIPS administration tools.
The goal of the Phase III/IV solution is to support and further enhance GTE
GNI's capabilities of monitoring customer network services using TIPS. The
overview of the work to be done in these phases is outlined in section 1.5. The
detailed matrix and a schedule is in the following table. It should be noted
that here Phase III means a delivery date at the end of 2Q, and Phase IV means a
delivery date at the end of 4Q.
----------------------------------------------------------------------------------------------------------------------
TITLE DESCRIPTION Priority REQUESTOR TECHNOLOGY ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇
----- ----------- -------- --------- ---------- ------- -------
Delivery Delivery
-------- --------
----------------------------------------------------------------------------------------------------------------------
Interface with Need to go directly to TBS for HIGH ▇▇▇▇▇▇ GENERAL Prototype Deploy
TBS circuit and customer data Case
instead of Remedy
----------------------------------------------------------------------------------------------------------------------
Customer View Customer Network Monitoring HIGH ▇▇▇▇ GENERAL Authorizaton
capabilities. Allow the customer ▇▇▇▇▇▇▇ & Level 1
to view their reports on the Authentication
Internet.
----------------------------------------------------------------------------------------------------------------------
Graphical Views Need to enhance the views by HIGH ▇▇▇▇▇▇ GENERAL Graphical,
adding graphs Case XML,
PalmPilot,
WebPhone
----------------------------------------------------------------------------------------------------------------------
Web Admin Tools Need a web front end for the HIGH ▇▇▇▇▇ ADMIN Yes
Admin tools. ▇▇▇▇▇▇▇▇
----------------------------------------------------------------------------------------------------------------------
Fault Alerts Need mechanisms to alert when HIGH ▇▇▇▇▇ ADMIN Clean up logs Alerts
there is a fault with a TIPS ▇▇▇▇▇▇▇▇
process.
----------------------------------------------------------------------------------------------------------------------
HTML Reports Need HTML reports capable of MEDIUM ▇▇▇▇▇▇ GENERAL Yes
printing Case
----------------------------------------------------------------------------------------------------------------------
Real Time Real time monitoring needs to LOW ▇▇▇▇▇▇ GENERAL Yes / Non-Labs
Monitoring be more "real-time" Case
----------------------------------------------------------------------------------------------------------------------
Review of Need to review the original HIGH Non-Labs Non-Labs
Original Req's requirements document to be
Doc. sure we havn't overlooked any
requirements defined at that point.
----------------------------------------------------------------------------------------------------------------------
Interface to Jade M2.1 date for production is HIGH ▇▇▇▇▇▇ ATM Yes
Naviscore Jade May 1st. Case
M2.1
----------------------------------------------------------------------------------------------------------------------
Summary Report Would it be possible to create a HIGH ▇▇▇▇▇ ATM Yes
one page summary report in ▇▇▇▇▇▇
TIPS 2 similar to the attachment
by listing the highest utilization
per trunk?
----------------------------------------------------------------------------------------------------------------------
LPORT Name We need an enhancement to HIGH ▇▇▇▇ ATM Yes
name customers to logical ports ▇▇▇▇▇▇▇
like we do for circuits (logical
port name with
//Customer_Name).
----------------------------------------------------------------------------------------------------------------------
Page 4 of 15
SOW - GNI Performance Management Phase III/IV
--------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------
Slot & Port Is it possible to add the slot and MEDIUM ▇▇▇▇▇ ATM Yes
port as a choice to the output ▇▇▇▇▇▇
data? I sort the data into a
report that looks like this
attachment.
----------------------------------------------------------------------------------------------------------------------
Backhaul Include backhaul into network MEDIUM ▇▇▇▇ ATM Yes
Report availability. ▇▇▇▇▇▇▇
----------------------------------------------------------------------------------------------------------------------
Polling Network availability is not HIGH ▇▇▇▇ ATM
reliable enough. Develop approach ▇▇▇▇▇▇▇
that is tighter. Direct traps,
SNMP polling, reliable traps
----------------------------------------------------------------------------------------------------------------------
Port Add port utilization reports MEDIUM ▇▇▇▇ ATM More Info
Utilization ▇▇▇▇▇▇▇ Required
Reports
----------------------------------------------------------------------------------------------------------------------
Trunk Add trunk utilization by Class of MEDIUM ▇▇▇▇ ATM More Info
Utilization Service reports. ▇▇▇▇▇▇▇ Required
report
----------------------------------------------------------------------------------------------------------------------
End to End Need to get availability and Low ▇▇▇▇ ATM Yes
Statistics Throughput statistics from CLEC's ▇▇▇▇▇▇▇▇▇
and provide reports.
----------------------------------------------------------------------------------------------------------------------
Billing Need report to give to billing for Low ▇▇▇▇ ATM Prototype Deploy
Summary credits ▇▇▇▇▇▇▇▇▇
Report
----------------------------------------------------------------------------------------------------------------------
Oversubscribed Port Definition HIGH ▇▇▇▇ ATM Yes
▇▇▇▇▇▇▇
----------------------------------------------------------------------------------------------------------------------
Oversubscribed Port Exclusion HIGH ▇▇▇▇ ATM Yes
▇▇▇▇▇▇▇▇▇
----------------------------------------------------------------------------------------------------------------------
SONET De-Bounce SONET needs a de-bounce mechanism ▇▇▇▇▇ SONET
▇▇▇▇▇▇▇▇▇
----------------------------------------------------------------------------------------------------------------------
Break NAT The private line product spec ▇▇▇▇▇ SONET
into two guarantees two different AV levels ▇▇▇▇▇▇▇▇▇
categories- - 99.95% for Linears and 99.99% for
LINEAR and Rings
RING.
----------------------------------------------------------------------------------------------------------------------
Designating This label would show up on ▇▇▇▇▇ SONET
each ckt as a every report, but becomes most ▇▇▇▇▇▇▇▇▇
'L' or 'R' for useful for the AV based reports.
linear or ring
respectively
----------------------------------------------------------------------------------------------------------------------
Page 5 of 15
SOW - GNI Performance Management Phase III/IV
--------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------------
Node trail After the 'Monitoring piece' is ▇▇▇▇▇ SONET
report delivered, we will consider ▇▇▇▇▇▇▇▇▇
creating a report
showing each circuit's node trail taken from
the 'sequence'.
----------------------------------------------------------------------------------------------------------------------
Feeding What is 'missing data' derived ▇▇▇▇▇ SONET
'Missing Data' from? Possibly use IDF ▇▇▇▇▇▇▇▇▇
on SONET
report CTS
----------------------------------------------------------------------------------------------------------------------
Latency for Need to get latency statistics MEDIUM ▇▇▇▇ INQIRE Investigate Deploy if
Pairs between pairs of switches. Ie 2 ▇▇▇▇▇▇▇ and Practical
legs (Dal - LA - Sea) Prototype;
Install some
new INQIRE
servers
----------------------------------------------------------------------------------------------------------------------
Fault Tolerence Need to have fault tolerence for HIGH ▇▇▇▇▇▇ INQIRE Deploy
the INQIRE servers. case
----------------------------------------------------------------------------------------------------------------------
Auto Delete Delete the Labs ATM
circuits/trunks/pvc/svc/ports
automatically once they are deleted
from NavisCore
----------------------------------------------------------------------------------------------------------------------
2.5. Risks
There will be some risk of the final system not fully delivering all the
features specified in this document. This is due to the uncertainty of
certain aspects to the development, which cannot be fully assessed before
the project has started. The project will make a best effort to deliver
based on available interfaces and data, but the issues listed below may
prevent some functionality in the phase I software deliverable.
TBS Interface
In order to automatically load the customer contact information and billing
ids, the solution will need to interface with TBS in order to gather
appropriate data. This interface has not yet been fully deployed or fully
tested and may be insufficient to provide all the data required, or may
contain software bugs that otherwise cause limitations on data gathering
capabilities.
Page 6 of 15
SOW-GNI Performance Management Phase III/IV
--------------------------------------------------------------------------------
SONET Reporting
Data for SONET needs to come from TBS and may also need to come from INM
Trail Management BB. It is unclear if this data is sufficient to allow
accurate estimates of SONET circuit performance. Another risk associated
with SONET PM is that the amount of performance data collected may impose
bandwidth requirements that exceed the bandwidth availability of the OAM&P
network. This requires further evaluation.
2.6.Roles and Responsibilities:
GTEDS and Genuity team will have the following roles and responsibilities
during the activities:
-------------------------------------------------------------------------------------------------------------
Responsibility
-------------------------------------------------------------------------------------------------------------
Phase Activity Primary Secondary
-------------------------------------------------------------------------------------------------------------
Project Plan Document Business Requirements Genuity
-------------------------------------------------------------------------------------------------------------
Develop and Maintain Project Plan GTEDS Genuity
-------------------------------------------------------------------------------------------------------------
Identify Team Members GTEDS Genuity
-------------------------------------------------------------------------------------------------------------
Requirements Analysis Conduct Kickoff Meeting GTEDS
-------------------------------------------------------------------------------------------------------------
Schedule System Specification Meetings GTEDS
-------------------------------------------------------------------------------------------------------------
Schedule Subject Matter Experts Genuity
-------------------------------------------------------------------------------------------------------------
Conduct System Specification Meetings GTEDS
-------------------------------------------------------------------------------------------------------------
Develop System Specification GTEDS
-------------------------------------------------------------------------------------------------------------
Review/Approve System Specification Genuity
-------------------------------------------------------------------------------------------------------------
Design Solution Develop DS GTEDS
-------------------------------------------------------------------------------------------------------------
Review/Approve DS Genuity
-------------------------------------------------------------------------------------------------------------
Program Development Develop Application GTEDS
-------------------------------------------------------------------------------------------------------------
System Testing Develop Integration/Systems Test Plan GTEDS
-------------------------------------------------------------------------------------------------------------
Conduct I/S Test GTEDS
-------------------------------------------------------------------------------------------------------------
Develop User and System Documentation GTEDS
-------------------------------------------------------------------------------------------------------------
Review/Approve User and System Documentation Genuity
-------------------------------------------------------------------------------------------------------------
User Acceptance Test Develop Acceptance Test Plan Genuity GTEDS
-------------------------------------------------------------------------------------------------------------
Develop Acceptance Test Cases Genuity
-------------------------------------------------------------------------------------------------------------
Conduct Acceptance Test Genuity GTEDS
-------------------------------------------------------------------------------------------------------------
Approve Production Implementation Schedule Genuity GTEDS
-------------------------------------------------------------------------------------------------------------
Training Train the User's Trainers GTEDS Genuity
-------------------------------------------------------------------------------------------------------------
Conduct User Training Genuity
--------------------------------------------------------------------------------------------------------------
Production Implementation Installation of Release GTEDS Genuity
--------------------------------------------------------------------------------------------------------------
Page 7 of 15
SOW-GNI Performance Management Phase III/IV
--------------------------------------------------------------------------------
2.7. Milestone Schedule
-----------------------------------------------------------------------
Date Description
-----------------------------------------------------------------------
February 28, 2000 System Requirements complete
-----------------------------------------------------------------------
March 13, 2000 SOW complete
-----------------------------------------------------------------------
March 27, 2000 SOW approvals complete
-----------------------------------------------------------------------
April 17, 2000 Testing begins for Jade M2.1 upgrade to
TIPS.
-----------------------------------------------------------------------
May 1, 2000 TIPS Jade M2.1 upgrade is turned on (in
production).
-----------------------------------------------------------------------
May 29, 2000 Phase III deliverable begins 2 week field
test period by GTE Labs, prior to User
Acceptance Testing
-----------------------------------------------------------------------
June 12, 2000 Phase III User Acceptance Testing begins
-----------------------------------------------------------------------
September 11, 2000 Phase IV deliverable begins 2 week field
test period by GTE Labs, prior to User
Acceptance Testing.
-----------------------------------------------------------------------
September 25, 2000 Phase IV User Acceptance Testing begins
-----------------------------------------------------------------------
2.8. Change Control
Genuity, using the Change Control Request Form in Attachment C, can request
changes to this Statement Of Work. The form is completed by the requesting
party and submitted to the corresponding contact in the other organization
for evaluation and/or approval. If approved, the Change Control Request
Form is then sent to the Commercial Services Contract Manager for
execution.
Requests for changes received by GTEDS will be responded to with an
estimate of expense and implementation time frame within ten (10) working
days from receipt of the request.
2.9. Key Personnel
Not Applicable
Page 8 of 15
SOW-GNI Performance Management Phase III/IV
--------------------------------------------------------------------------------
2.10. Program/Contract Managers:
In addition to the Program/Contact Managers named in Supplement No. 1, the
following have been named specifically for this SOW.
Title: Genuity Program Manager Title: GTEDS Program manager
Name: ▇▇▇▇▇ ▇▇▇▇▇▇▇▇ Name:
Address: ▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇ Address:
▇▇▇▇▇▇, ▇▇▇▇▇ ▇▇▇▇▇
Telephone: 972- Telephone:
Fax: 972- Fax:
2.11. Pricing
Estimated cost of $1,209,241.00 will be charged at Time & Materials to
Genuity including $17,503 of travel and labor as follows:
-------------------------------------------
Position Rate Hours
-------------------------------------------
Sr. Staff $211.27 605
-------------------------------------------
Sr. Principal MTS $176.70 2018
-------------------------------------------
Principal MTS $138.77 2018
-------------------------------------------
Sr. MTS $114.06 2018
-------------------------------------------
MTS $97.54
-------------------------------------------
2.12. Travel
2.12.1 Travel for this work is estimated at $17,503.00. No additional
travel requirements are anticipated during the timeframes identified within
this SOW. However, if additional travel needs do arise, GTEDS will identify
and may request authorization and approval from Genuity prior to travel.
2.12.2 If approved, GTEDS may invoice Genuity for approved reimbursable
travel expenses at actual costs incurred as a result of performance under a
Statement of Work ("Reimbursable Travel Expenses") in accordance with the
Master Contract.
2.13. Acceptance Criteria
GTEDS will ensure that the following criteria are met in the delivered
product:
. GTEDS will provide a complete and integrated design that will provide
functionality as specified in the Requirement and Conceptual Solution
Document, as of the date of the approved SOW.
. GTEDS will retain documented functionality of previous Releases and SOWs
where the functionality is unchanged.
Page 9 of 15
SOW-GNI Performance Management Phase III/IV
--------------------------------------------------------------------------------
3. Special Considerations
None
4. Approvals:
Approval authorizes GTEDS to proceed with work as specified herein.
This SOW pricing is valid for 90 days. If the SOW is not approved in 90
days, GTEDS reserves the right to alter or modify the schedule or the price
of the work.
Genuity acknowledges and agrees that GTEDS may use affiliate(s) of GTEDS as
subcontractor(s) to perform any or all of its duties hereunder.
IN WITNESS WHEREOF, the parties have executed this Agreement on the date or
dates indicated below to be effective as of the date specified above.
GTE Data Services Incorporated Genuity Solutions Inc.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Page 10 of 15
Attachment A -
-----------------------------------------------------------------------------------------------
Acronym or Term Context Definition
-----------------------------------------------------------------------------------------------
AIS SONET Alarm Indication Signal. AIS occurs with the
reception of an AIS signal for a set number of
frames, five at the line layer and three at the path
layer.
-----------------------------------------------------------------------------------------------
Amber Frame FR A frame where the number of bits received during
the current time interval is greater than the
committed burst size but less than the excess burst
size
-----------------------------------------------------------------------------------------------
ATM ATM Asynchronous Transfer Mode
-----------------------------------------------------------------------------------------------
BIP-8 SONET BIP-8 is a single interleaved parity byte (B1) used to
provide STS-n error monitoring. BIP performs a
routine even parity check on the previous STS-1
frame. The parity is then inserted in the BIP-8 field
of the current frame. SONET relies on even parity
for its error checking calculations. During parity
checking, the first bit of the BIP-8 field is set so that
the total number of ones in the first positions of all
bytes in the previous STS frame is always an even
number. The second bit of the BIP-8 is used in
exactly the same way, except that it performs a
check on the second bit of each byte. For
concatenated frames, BIP-8 byte is defined in the
first STS-1 frame only.
-----------------------------------------------------------------------------------------------
BPOP General Backbone Point of Presence
-----------------------------------------------------------------------------------------------
CBR ATM Constant Bit Rate
-----------------------------------------------------------------------------------------------
CD General Compact Disk
-----------------------------------------------------------------------------------------------
CIR ATM Committed Information Rate
-----------------------------------------------------------------------------------------------
CLLI General Common Language Location Identifier
-----------------------------------------------------------------------------------------------
CLP ATM Cell Loss Priority (0 = not marked discard-eligible, 1
= eligible for discard during congestion)
-----------------------------------------------------------------------------------------------
CM General Configuration Management
-----------------------------------------------------------------------------------------------
CNE General Core Network Engineering
-----------------------------------------------------------------------------------------------
CNM General Customer Network Management
-----------------------------------------------------------------------------------------------
COTS General Commercial Off The Shelf Software
-----------------------------------------------------------------------------------------------
CV SONET Code Violation. A Bit Interleaved parity-8 (BIP-8)
error detected at the line, section, or path layer. See
BIP-8
-----------------------------------------------------------------------------------------------
D&F General Demand and Facilities
-----------------------------------------------------------------------------------------------
DBMS General Data Base Management System
-----------------------------------------------------------------------------------------------
DLCI FR Circuit Index
-----------------------------------------------------------------------------------------------
ES SONET Errored Seconds. Refers to the number of one-
second intervals during which the signal is
unavailable.
-----------------------------------------------------------------------------------------------
FERF SONET Far End Receive Failure
-----------------------------------------------------------------------------------------------
FM General Fault Management
-----------------------------------------------------------------------------------------------
Page 11 of 15
-----------------------------------------------------------------------------------------------
Acronym or Term Context Definition
-----------------------------------------------------------------------------------------------
Force Majeure General an event that cannot reasonably be anticipated or controlled
-----------------------------------------------------------------------------------------------
FR FR Frame Relay
-----------------------------------------------------------------------------------------------
FTP General File Transfer Protocol
-----------------------------------------------------------------------------------------------
GNI General Global Network Infrastructure
-----------------------------------------------------------------------------------------------
Green Frame FR A frame where the number of bits received during the current
interval is less than the committed burst size
-----------------------------------------------------------------------------------------------
GRS General GNI Repository Services
-----------------------------------------------------------------------------------------------
HTML General Hypertext Markup Language
-----------------------------------------------------------------------------------------------
LBC SONET Laser Bias Current. LBC(%) = Present LBC x 100 Initial LBC
-----------------
-----------------------------------------------------------------------------------------------
LOF SONET Loss of Frame. SEF defect on the incoming
SONET signal that persists for 3ms or longer. A
SONET NE shall declare an LOF failure when LOF
defect persists for 2.5 +/- 0.5 seconds.
-----------------------------------------------------------------------------------------------
LOP SONET Loss of Pointer (LOP): The absence of valid H1/H2
pointer bytes for eight, nine, or ten consecutive
frames.
-----------------------------------------------------------------------------------------------
LOS SONET Loss of Signal (LOS): When a SONET receiver detects
an all-zeros pattern for 100 microseconds (E-6) or
longer.
-----------------------------------------------------------------------------------------------
MIB ATM & FR Management Information Base
-----------------------------------------------------------------------------------------------
MBS ATM Maximum Burst Size
-----------------------------------------------------------------------------------------------
N.A. General Not Applicable
-----------------------------------------------------------------------------------------------
NMS General Network Management System
-----------------------------------------------------------------------------------------------
NOC General Network Operations Center
-----------------------------------------------------------------------------------------------
OC SONET an optical carrier type
-----------------------------------------------------------------------------------------------
OPOP SONET Optical Point of Presence
-----------------------------------------------------------------------------------------------
PC General Personal Computer
-----------------------------------------------------------------------------------------------
PCR ATM Peak Cell Rate
-----------------------------------------------------------------------------------------------
PDF General Portable Document Format
-----------------------------------------------------------------------------------------------
PDMM General Product Development & Marketing Management
-----------------------------------------------------------------------------------------------
PM General Performance Management
-----------------------------------------------------------------------------------------------
POP General Point of Presence
-----------------------------------------------------------------------------------------------
PVC ATM Permanent Virtual Connection
-----------------------------------------------------------------------------------------------
RAI SONET Remote Alarm Indicator. Alerts upstream terminals of a
downstream failure.
-----------------------------------------------------------------------------------------------
RDI SONET Remote Defect Indication: Defect occurs with the receiving
the RDI signal for five frames.
-----------------------------------------------------------------------------------------------
Red Frame FR A frame where the number of bits received during the current
interval is greater than the excess burst size
-----------------------------------------------------------------------------------------------
REMEDY General a COTS product for trouble ticketing
-----------------------------------------------------------------------------------------------
RPOP General Regional Point of Presence
-----------------------------------------------------------------------------------------------
Page 12 of 15
-----------------------------------------------------------------------------------------------
Acronym or Term Context Definition
-----------------------------------------------------------------------------------------------
SCR ATM Sustainable Cell Rate
-----------------------------------------------------------------------------------------------
SES SONET Severely Errored Seconds. A condition which exists when some N
number of CVs occur during each of the errored seconds. See CV.
-----------------------------------------------------------------------------------------------
SLA General Service Level Agreement
-----------------------------------------------------------------------------------------------
SVC ATM Switched Virtual Connection
-----------------------------------------------------------------------------------------------
TBD General To Be Determined
-----------------------------------------------------------------------------------------------
TBS General Telecom Business Solution
-----------------------------------------------------------------------------------------------
TIPS General Telecommunications Integrated Performance System
-----------------------------------------------------------------------------------------------
TONICS General Telephone Operations Network Integrated Control System
-----------------------------------------------------------------------------------------------
UAT General User Acceptance Test
-----------------------------------------------------------------------------------------------
UBR ATM Unspecified Bit Rate
-----------------------------------------------------------------------------------------------
UPC ATM Usage Parameter Control
-----------------------------------------------------------------------------------------------
UNI General User Network Interface
-----------------------------------------------------------------------------------------------
VBR-nrt ATM Variable Bit Rate, non-real time
-----------------------------------------------------------------------------------------------
VBR-rt ATM Variable Bit Rate, real time
-----------------------------------------------------------------------------------------------
VC ATM Virtual Channel
-----------------------------------------------------------------------------------------------
VCI ATM Virtual Channel Index
-----------------------------------------------------------------------------------------------
VPI ATM Virtual Path Index
-----------------------------------------------------------------------------------------------
Y2K General Year 2000
-----------------------------------------------------------------------------------------------
References :
Global Network Infrastructure Operations Support Systems Infrastructure.
Technical Feasibility Assessment and An Outline of a Solution. EAP&I. August
1998.
Networking Services Technology Overview. Ascend Communications, Inc. Product
Code: 80001, Revision 03. August, 1996.
S/DMS Transport Node OC-192 NE: TL1 Interface Description (Nortel Technical
Publication ▇▇▇-▇▇▇▇-▇▇▇, Release 4.0, June 1998).
S/DMS Transport Node OC-192 NE: Performance Monitoring Procedures (Nortel
Technical Publication ▇▇▇-▇▇▇▇-▇▇▇, Release 4.0, June 1998).
SLA, Performance, and Capacity Planning Business Requirement Specification for
ATM and Frame Relay. GNI, 1998.
SONET Transport Systems: Common Criteria, (Bellcore GR-253-CORE, Issue 2,
December, 1995; Revision 1, December 1997).
GNI Performance Management Requirements - Version 1.1, GTE Laboratories, January
5, 1999.
Cascade Communications STDX/B-STDX MIB definitions, Ascend Communication, Inc.
January 16, 1998.
End of Attachment A
Page 13 of 15
Attachment B - Acceptance Criteria
None provided.
End of Attachment B
Page 14 of 15
Attachment C - Change Control Request Form
STATEMENT OF WORK - CHANGE CONTROL REQUEST FORM
Date: Page 1
Change Request Number: ___________ (To be completed by GTEDS)
Originating Organization: ______________________
Statement of Work Number: _________________ Statement of Work Effective
Date:_________
Completed by Genuity
-------------------------------------------------------------------------------
Description of Change:
-------------------------------------------------------------------------------
(The description must identify all Sections and Attachments to the SOW affected
by this change and describe the modifications for each. Use additional pages as
needed.)
Assumptions:
(Identify all assumptions that have been used in creating the above changes)
All other terms and conditions of the Statement of Work, Service Level
Agreement, and Internal Supplier Agreement or Master Agreement shall remain
unchanged and in full force and effect. Upon final execution, this Change
Request Form shall become an Amendment to the above-identified Statement of Work
for all changes noted above.
Request Form Completed By: ______________________ Date: __________________
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
The above requested Change (does/does not) impacts the hours, price, schedule,
or terms and conditions of the SOW, and (does/does not) increase GTEDS cost. Any
SOW impacts are listed below:
Cost/Price Impact:
(Identify all hours/cost/price changes to the Project and
Development/Implementation Plan.)
Schedule Impact:
(Identify all schedule changes for any phase/milestone/deliverable in the
Project and Development/Implementation Schedule.)
Assumptions:
(Identify all assumptions that have been used in creating the above changes)
Evaluation Completed By: ______________________ Date: _______________
-------------------------------------------------------------------------------
-------------------------------------------------------------------------------
Project Manager Approval: _____________________ Date: _______________
-------------------------------------------------------------------------------
End of Attachment C
Page 15 of 15
SOW - GNI Integrating Testing
--------------------------------------------------------------------------------
Statement of Work
Between
GTE Data Services, Inc.
And
Genuity Solutions Inc.
To Provide:
GNI Integrated Testing
This SOW along with all attachments hereto shall be considered GTE Data
Services, Inc. Proprietary/Confidential Information
1. Management Summary
1.1. Introduction
This Statement of Work is appended to the Agreement for Transition Services
dated _______by and between Genuity Solutions Inc. ("Genuity") and GTE
Service Corporation and its affiliates and shall be governed by the terms and
conditions thereof. The services described herein shall be provided by GTE
Data Services Incorporated ("GTEDS") for a period of the earlier of the date
of completion of the work or December 31, 2000.
1.2 Executive Summary
Genuity desires to continue the ongoing development of a Global Network
Infrastructure Integrated Testing ("GNI Integrated Testing") solution with
GTEDS. The GNI Integrated Testing solution, as referenced herein in more
detail, enables Genuity to access information regarding their network
elements and use that information for checking for circuit degradation and
for forecasting network failure. Genuity has determined development of such a
solution involves skill sets and core competencies currently not internally
available. Using another provider for the development of the GNI Integrated
Testing solution could delay Genuity's current business plans. Accordingly,
Genuity desires to complete the work as contained herein within the stated
time frame, and GTEDS desires to continue this work during this transition
period.
2. Scope of SOW
In the case of the GNI, Nortel's INM element management system already
provides alarm correlation to the level of add-drop-multiplexers within a
Sonet ring, a very valuable attribute. The focus of integrated testing would
be built on this foundation to provide end-to-end views of customer circuits,
that is, go one level up and provide correlation across the entire circuit.
At the same time, Sonet elements are rich in diagnostic capabilities, and
these could be exploited to provide specific repair recommendations in an
automated fashion. Finally, data would be accessible from the network
elements to explore circuit degradation, that is, attempt to anticipate
failures before they occur. The last topic is exploratory in that pre-emptive
detection of network failure has long been an elusive goal in the circuit
switched world and needs to be established as valuable in a packet data
network.
Page 1 of 7
SOW - GNI Integrating Testing
--------------------------------------------------------------------------------
To this basic Sonet orientation would be added the diagnostic capabilities
of ATM switches. For this we would leverage our existing expertise in frame
relay. Diagnosis of frame relay circuits has just been prototyped in SSCFI
and will become a field capability this spring. An extension to incorporate
fault diagnosis of ATM switches is relatively straightforward and something
that we must accomplish anyway as ADSL backhaul evolves from frame to ATM
within GTE's network.
It is proposed that work proceed in three phases; requirements gathering,
prototype development and finally a fielded solution.
Phase I - Requirements
----------------------
This work requires a reasonable amount of debriefing of GNOC staff as to
the their present methodologies for performing testing when circuits and/or
circuit elements go into alarm. In an automated system, the goal is to
replicate what an experienced technician can do, not necessarily to be more
accurate than a technician but certainly to be much faster. Opportunities
for automation would be identified as would areas for fully exploiting
network element capabilities, both Sonet elements and ATM switches.
Phase II - Prototype
--------------------
The requirements phase would be followed by a design, planning and a
prototype. At this point it is not clear whether a SSCFI based
implementation with its current rule-based engine or another approach with
more modern web-based technologies would be appropriate.
Phase III - Fielded System
--------------------------
The goal is to provide a fully supported, field system. The department has
a long history of successful service assurance systems which have become
integrated into GTE's business processes. The aim would be the same for a
GNI integrated testing solution.
2.1. Dependencies
The timeline presented in this SOW is tentative and subject to receiving
the ATP according to the date in milestone 1 above. Any delays in receiving
the ATP will result in changes in the delivery dates accordingly.
High-level business needs include:
Rapid fault isolation of customer circuits.
Reduced training needs for GNOC personnel.
Enhanced network reliability.
Path for automated trouble ticket resolution.
Page 2 of 7
SOW - GNI Integrating Testing
--------------------------------------------------------------------------------
2.2. Roles and Responsibilities:
GTEDS and Genuity team will have the following roles and responsibilities
during the activities:
-------------------------------------------------------------------------------------------------------------
Responsibility
-------------------------------------------------------------------------------------------------------------
Phase Activity Primary Secondary
-------------------------------------------------------------------------------------------------------------
Project Plan Document Business Requirements Genuity
-------------------------------------------------------------------------------------------------------------
Develop and Maintain Project Plan GTEDS Genuity
-------------------------------------------------------------------------------------------------------------
Identify Team Members GTEDS Genuity
-------------------------------------------------------------------------------------------------------------
Requirements Analysis Conduct Kickoff Meeting GTEDS
-------------------------------------------------------------------------------------------------------------
Schedule System Specification Meetings GTEDS
-------------------------------------------------------------------------------------------------------------
Schedule Subject Matter Experts Genuity
-------------------------------------------------------------------------------------------------------------
Conduct System Specification Meetings GTEDS
-------------------------------------------------------------------------------------------------------------
Develop System Specification GTEDS
-------------------------------------------------------------------------------------------------------------
Review/Approve System Specification Genuity
-------------------------------------------------------------------------------------------------------------
Design Solution Develop DS GTEDS
-------------------------------------------------------------------------------------------------------------
Review/Approve DS Genuity
-------------------------------------------------------------------------------------------------------------
Program Development Develop Application GTEDS
-------------------------------------------------------------------------------------------------------------
System Testing Develop Integration/Systems Test Plan GTEDS
-------------------------------------------------------------------------------------------------------------
Conduct I/S Test GTEDS
-------------------------------------------------------------------------------------------------------------
Develop User and System Documentation GTEDS
-------------------------------------------------------------------------------------------------------------
Review/Approve User and System Documentation Genuity
-------------------------------------------------------------------------------------------------------------
User Acceptance Test Develop Acceptance Test Plan Genuity GTEDS
-------------------------------------------------------------------------------------------------------------
Develop Acceptance Test Cases Genuity
-------------------------------------------------------------------------------------------------------------
Conduct Acceptance Test Genuity GTEDS
-------------------------------------------------------------------------------------------------------------
Approve Production Implementation Schedule Genuity GTEDS
-------------------------------------------------------------------------------------------------------------
Training Train the User's Trainers GTEDS Genuity
-------------------------------------------------------------------------------------------------------------
Conduct User Training Genuity
-------------------------------------------------------------------------------------------------------------
Production Implementation Installation of Release GTEDS Genuity
-------------------------------------------------------------------------------------------------------------
2.3. Milestone Schedule:
-------------------------------------------------------------------
Number Description Date of
Completion
-------------------------------------------------------------------
1 Authorization to proceed (ATP) 3/15/00
-------------------------------------------------------------------
2 Phase I - Requirements 5/15/00
-------------------------------------------------------------------
3 Phase II - Prototype 9/15/00
-------------------------------------------------------------------
4 Phase II - Fielded System TBD
-------------------------------------------------------------------
Page 3 of 7
SOW - GNI Integrating Testing
--------------------------------------------------------------------------------
2.4. Change Control
Genuity, using the Change Control Request Form in Attachment C, can request
changes to this Statement Of Work. The form is completed by the requesting
party and submitted to the corresponding contact in the other organization
for evaluation and/or approval. If approved, the Change Control Request
Form is then sent to the Commercial Services Contract Manager for
execution.
Requests for changes received by GTEDS will be responded to with an
estimate of expense and implementation time frame within ten (10) working
days from receipt of the request.
2.5. Key Personnel
Not Applicable
2.6. Program/Contract Managers:
In addition to the Program/Contact Managers named in Supplement No. 1, the
following have been named specifically for this SOW.
Title: Genuity Program Manager Title: GTEDS Program Manager
Name: ▇▇▇▇▇ ▇▇▇▇ Name:
Address: ▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇ Address:
▇▇▇▇▇▇, ▇▇▇▇▇ ▇▇▇▇▇
Telephone: 972- Telephone:
Fax: 972- Fax:
2.7. Pricing
Estimated cost of $492,060 will be charged at Time & Materials to Genuity
including $25,793 travel and 3360 hours of Principal MTS labor at
$138.77/hr.
2.8. Travel
2.8.1 Travel expenses of $25,793 are expected. No additional travel
requirements are anticipated during the timeframes identified within
this SOW. However, if additional travel needs do arise, GTEDS will
identify and may request authorization and approval from Genuity prior
to travel.
2.8.2 If approved, GTEDS may invoice Genuity for approved reimbursable
travel expenses at actual costs incurred as a result of performance
under a Statement of Work ("Reimbursable Travel Expenses") in
accordance with the Master Contract.
2.9. Acceptance Criteria
Page 4 of 7
SOW - GNI Integrating Testing
--------------------------------------------------------------------------------
GTEDS will ensure that the following criteria are met in the delivered
product:
GTEDS will provide a complete and integrated design that will provide
functionality as specified in the Requirement and Conceptual Solution
Document, as of the date of the approved SOW.
GTEDS will retain documented functionality of previous Releases and SOWs
where the functionality is unchanged.
3. Special Considerations
None
4. Approvals:
Approval authorizes GTEDS to proceed with work as specified herein.
This SOW pricing is valid for 90 days. If the SOW is not approved in 90 days,
GTEDS reserves the right to alter or modify the schedule or the price of the
work.
Genuity acknowledges and agrees that GTEDS may use affiliate(s) of GTEDS as
subcontractor(s) to perform any or all of its duties hereunder.
IN WITNESS WHEREOF, the parties have executed this Agreement on the date or
dates indicated below to be effective as of the date specified above.
GTE Data Services Incorporated Genuity Solutions Inc.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Page 5 of 7
SOW - GNI Integrating Testing
--------------------------------------------------------------------------------
Attachment A - Requirement and Conceptual Solution Document
None provided
End of Attachment A
Attachment B - Acceptance Criteria
None provided
End of Attachment B
Page 6 of 7
SOW - GNI Integrating Testing
--------------------------------------------------------------------------------
Attachment C - Change Control Request Form
STATEMENT OF WORK - CHANGE CONTROL REQUEST FORM
Date: Page 1
Change Request Number: ___________(To be completed by GTEDS)
Originating Organization: ____________________
Statement of Work Number: _________________ Statement of Work Effective
Date:_________
Completed by Genuity
Description of Change:
(The description must identify all Sections and Attachments to the SOW affected
by this change and describe the modifications for each. Use additional pages as
needed.)
Assumptions:
(Identify all assumptions that have been used in creating the above changes)
All other terms and conditions of the Statement of Work, Service Level
Agreement, and Internal Supplier Agreement or Master Agreement shall remain
unchanged and in full force and effect. Upon final execution, this Change
Request Form shall become an Amendment to the above-identified Statement of Work
for all changes noted above.
Request Form Completed By: ______________________ Date: __________________
The above requested Change (does/does not) impacts the hours, price, schedule,
or terms and conditions of the SOW, and (does/does not) increase GTEDS cost. Any
SOW impacts are listed below:
Cost/Price Impact:
(Identify all hours/cost/price changes to the Project and
Development/Implementation Plan.)
Schedule Impact:
(Identify all schedule changes for any phase/milestone/deliverable in the
Project and Development/Implementation Schedule.)
Assumptions:
(Identify all assumptions that have been used in creating the above changes)
Evaluation Completed By: ______________________ Date: __________________
Project Manager Approval: ________________________________ Date:
___________________
End of Attachment C
Page 7 to 7
Statement of Work
Between
GTE Data Services, Inc.
And
Genuity Solutions Inc.
To Provide:
GNI Customer-Network Management
Analysis and Assessment
This SOW along with all attachments hereto shall be considered GTE Data
Services Proprietary/Confidential Information
1. Management Summary
1.1. Introduction
This Statement of Work is appended to the Agreement for Transition Services
dated _______by and between Genuity Solutions Inc. ("Genuity") and GTE
Service Corporation and its affiliates and shall be governed by the terms and
conditions thereof. The services described herein shall be provided by GTE
Data Services Incorporated ("GTEDS") for a period of the earlier of the date
of completion of the work or December 31, 2000.
1.2. Executive Summary
Genuity desires to continue the ongoing development of a Customer Network
Management ("CNM") solution with GTEDS. The CNM solution, as referenced
herein in more detail, enables Genuity's customers to access information
regarding their accounts. Genuity has determined development of such a
solution involves skill sets and core competencies currently not internally
available. Moving the development of the CNM solution to another provider
could delay Genuity's current business plans. Accordingly, Genuity desires to
complete the work as contained herein within the stated time frame, and GTEDS
desires to continue this work during this transition period.
2. Scope of Work
This document describes the proposed work to analyze and develop requirements
for a Customer Network Management solution that enables GNI's customers to
access information pertaining to the services purchased from GNI. This CNM
solution is expected to provide the customer information such as status of
relevant orders, services, and the network, information that is collected
and/or produced in the areas of performance, fault, and configuration
management.
The GNI infrastructure provides several services, including ATM and Private
line offerings to CLECs and other large customers. This customer-set demands
"High-Value" products and responsiveness is very important in this
relationship. Providing the customer access to key information and metrics
that relate to the services sold by GNI is critical to achieve an optimal
relationship and to earn the customers' loyalty. Such access to information
could be tiered, the lowest tier matching what our competition provides.
Premium features can then
Page 1 of 9
be charged appropriately. Another view is to organize the information
corresponding to the Network and Service domains. For example in the Service
Assurance process Network problems are reported to the Network Management
systems as Fault Information. Correlating this with the Provisioning
Information that is generated during the Fulfillment process (Provisioning
information) enables partitioning of the Fault information for a circuit or
customer. The challenge in CNM is to make available to the customer
information in a timely and secure fashion.
-------------------------------------------------------------------------------------------------------------
Domain Process Information
-------------------------------------------------------------------------------------------------------------
Service Service Fulfillment, Billing Service Order, Provisioning, Customer Care
-------------------------------------------------------------------------------------------------------------
Network Service Assurance Fault, Performance, Trouble, Repair
-------------------------------------------------------------------------------------------------------------
2.1. High Level Business Needs
Business needs include:
Order Status Review
Service Change Requests and Status
Service Level Agreement management
Usage billing management
Network capacity planning
Status of all circuits for a customer
PM, fault, and Security statistics
Mean Time To Repair (MTTR)
Circuit monitoring and troubleshooting
Measurement of network availability, cell-counts, dropped cell counts,delay
Network usage information
Secured access to the information via web to the customers
2.2. Approach
The four steps to systematically define Genuity's CNM offering for private
line and ATM customers are listed below.
2.2.1 Competitive Benchmarking
This will be a "hands on" effort to learn what Genuity's private line and ATM
competitors are offering in the CNM space. We will work with GTE business
units (Genuity, GTECC) that buy private line and ATM circuits from
competitors. Through them, we gain access to competitive CNM offerings and
answer the following questions:
- What are the CNM features being offered by Genuity's private line and ATM
competitors?
- Which of these features do GTE business units find useful?
- What is the minimum set of CNM features that Genuity must support to be
viewed as having a legitimate offering in the private line and ATM market?
- What features might differentiate this new CNM offering?
Page 2 of 9
2.2.2 Information Architecture
The competitive benchmarking activity will determine what is desirable in a
CNM offering. The information architecture activity will determine what is
possible. Genuity's CNM offering for private line and ATM services will make
information that is stored in GNI's OSS's available to customers via a web
interface. For all of this information to be published, we need to know
- Which OSS manages the information to be published?
- What support does the OSS have for partitioning information by customer and
circuit, and limiting access to information by customer?
- What is the Web interface to the OSS?
There are a number of Genuity initiatives that deal with the information and
OSS's that will be involved with the CNM offering, including:
- CIA/Data Mart/Data Warehouse/EAI projects
- the Web-based interface to TBS PSR project
- the BS OE/Sales Bundling of Services projects
- the CSO infrastructure enhancements project
We will examine the OSS's that store the information to be published, as well
as related systems and initiatives, to design an overall information
architecture for the CNM offering. This includes the overall flow of
information from OSS's to customers via the CNM web site how the facilities
of each OSS are used to partition information by customer how the web
interfaces of the OSS's are used, and what new web interfaces are needed to
integrate the information.
2.2.3 GNI CNM Design
Once we know what the market wants in a CNM offering, and how much it will
cost to include various information sources, we will design the CNM offering
for private line and ATM services. This includes specifying
- what information will be included
- how the information will be organized and navigated
- the "look and feel" of the web site
- security features to ensure privacy of information
The design will include screen mock ups. The target audience for this design
is service line management for Genuity's private line and ATM services.
2.2.4 System Requirements Specification
Once service line management has approved the CNM offering, it must be
translated into a system requirements specification that will govern the
development and deployment of the CNM offering. The target audience for this
specification is the organization that will develop the CNM system.
Page 3 of 9
2.3. Roles and Responsibilities:
-------------------------------------------------------------------------------------------------------
Responsibility
-------------------------------------------------------------------------------------------------------
Phase Activity Primary Secondary
-------------------------------------------------------------------------------------------------------
Project Plan Document Business Requirements Genuity
-------------------------------------------------------------------------------------------------------
Develop and Maintain Project Plan GTEDS Genuity
-------------------------------------------------------------------------------------------------------
Identify Team Members GTEDS Genuity
-------------------------------------------------------------------------------------------------------
Requirements Analysis Conduct Kickoff Meeting GTEDS
-------------------------------------------------------------------------------------------------------
Schedule System Specification Meetings GTEDS
-------------------------------------------------------------------------------------------------------
Schedule Subject Matter Experts Genuity
-------------------------------------------------------------------------------------------------------
Conduct System Specification Meetings GTEDS
-------------------------------------------------------------------------------------------------------
Develop System Specification GTEDS
-------------------------------------------------------------------------------------------------------
Review/Approve System Specification Genuity
-------------------------------------------------------------------------------------------------------
Design Solution Develop DS GTEDS
-------------------------------------------------------------------------------------------------------
Review/Approve DS Genuity
-------------------------------------------------------------------------------------------------------
Program Development Develop Application GTEDS
-------------------------------------------------------------------------------------------------------
System Testing Develop Integration/Systems Test Plan GTEDS
-------------------------------------------------------------------------------------------------------
Conduct I/S Test GTEDS
-------------------------------------------------------------------------------------------------------
Develop User and System Documentation GTEDS
-------------------------------------------------------------------------------------------------------
Review/Approve User and System Documentation Genuity
-------------------------------------------------------------------------------------------------------
User Acceptance Test Develop Acceptance Test Plan Genuity GTEDS
-------------------------------------------------------------------------------------------------------
Develop Acceptance Test Cases Genuity
-------------------------------------------------------------------------------------------------------
Conduct Acceptance Test Genuity GTEDS
-------------------------------------------------------------------------------------------------------
Approve Production Implementation Schedule Genuity GTEDS
-------------------------------------------------------------------------------------------------------
Training Train the User's Trainers GTEDS Genuity
-------------------------------------------------------------------------------------------------------
Conduct User Training Genuity
-------------------------------------------------------------------------------------------------------
Production Implementation Installation of Release GTEDS Genuity
-------------------------------------------------------------------------------------------------------
Page 4 of 9
2.4. Milestone Schedule:
---------------------------------------------------------------------
Number Description Date of
Completion
---------------------------------------------------------------------
1 Initial assessment of the 12/31/99
Market/Competition
---------------------------------------------------------------------
2 Authorization to proceed 1/28/00
---------------------------------------------------------------------
3 Competitive Benchmark Analysis 2/25/00
---------------------------------------------------------------------
4 Information Architecture 3/10/00
---------------------------------------------------------------------
5 GNI CNM Design 3/24/00
---------------------------------------------------------------------
6 Systems requirement Document 4/14/00
---------------------------------------------------------------------
2.5. Change Control
Genuity, using the Change Control Request Form in Attachment C, can request
changes to this Statement Of Work. The form is completed by the requesting
party and submitted to the corresponding contact in the other organization
for evaluation and/or approval. If approved, the Change Control Request Form
is then sent to the Commercial Services Contract Manager for execution.
Requests for changes received by GTEDS will be responded to with an estimate
of expense and implementation time frame within ten (10) working days from
receipt of the request.
2.6. Key Personnel
Not Applicable
2.7. Program/Contract Managers:
In addition to the Program/Contact Managers named in Supplement No. 1, the
following have been named specifically for this SOW.
Title: Genuity Program Manager Title: GTEDS Program Manager
Name: ▇▇▇▇▇ ▇▇▇▇ Name:
Address: ▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇ Address:
▇▇▇▇▇▇, ▇▇▇▇▇ ▇▇▇▇▇
Telephone: 972- Telephone:
Fax: 972- Fax:
2.8. Pricing
Estimated cost of $270,000 will be charged at Time & Materials to Genuity
based on 2367 hours of Sr. MTS labor at $114.06/hr.
Page 5 of 9
2.9. Travel
No specific travel requirements are anticipated during the timeframes
identified within this SOW. However, if travel needs do arise, GTEDS will
identify and may request authorization and approval from Genuity prior to
travel.
If approved, GTEDS may invoice Genuity for approved reimbursable travel
expenses at actual costs incurred as a result of performance under a
Statement of Work ("Reimbursable Travel Expenses") in accordance with the
Master Contract.
2.10. Acceptance Criteria
GTEDS will ensure that the following criteria are met in the delivered
product:
GTEDS will provide a complete and integrated design that will provide
functionality as specified in the Requirement and Conceptual Solution
Document, as of the date of the approved SOW.
GTEDS will retain documented functionality of previous Releases and SOWs
where the functionality is unchanged.
3. Special Consideration
None
Page 6 of 9
4. Approvals:
Approval authorizes GTEDS to proceed with work as specified herein.
Genuity acknowledges and agrees that GTEDS may use affiliate(s) of GTEDS as
subcontractor(s) to perform any or all of its duties hereunder.
IN WITNESS WHEREOF, the parties have executed this Agreement on the date or
dates indicated below to be effective as of the date specified above.
GTE Data Services Incorporated Genuity Solutions Inc.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Page 7 of 9
Attachment A - Requirement and Conceptual Solution Document
None provided
End of Attachment A
Attachment B - Acceptance Criteria
None provided
End of Attachment B
Page 8 of 9
Attachment C - Change Control Request Form
STATEMENT OF WORK - CHANGE CONTROL REQUEST FORM
Date: Page 1
Change Request Number: __________(To be completed by GTEDS)
Originating Organization: __________________
Statement of Work Number: _________________ Statement of Work Effective
Date:_________
Completed by Genuity
Description of Change:
(The description must identify all Sections and Attachments to the SOW affected
by this change and describe the modifications for each. Use additional pages as
needed.)
Assumptions:
(Identify all assumptions that have been used in creating the above changes)
All other terms and conditions of the Statement of Work, Service Level
Agreement, and Internal Supplier Agreement or Master Agreement shall remain
unchanged and in full force and effect. Upon final execution, this Change
Request Form shall become an Amendment to the above-identified Statement of Work
for all changes noted above.
Request Form Completed By: ______________________ Date: __________________
The above requested Change (does/does not) impacts the hours, price, schedule,
or terms and conditions of the SOW, and (does/does not) increase GTEDS cost. Any
SOW impacts are listed below:
Cost/Price Impact:
(Identify all hours/cost/price changes to the Project and
Development/Implementation Plan.)
Schedule Impact:
(Identify all schedule changes for any phase/milestone/deliverable in the
Project and Development/Implementation Schedule.)
Assumptions:
(Identify all assumptions that have been used in creating the above changes)
Evaluation Completed By: ______________________ Date: __________________
Project Manager Approval: ________________________________ Date:
__________________
End of Attachment C
Page 9 of 9
Statement of Work
Between
GTE Data Services, Inc.
And
Genuity Solutions Inc.
To Provide:
GNI Intelligent Reporting and Analysis
This SOW along with all attachments hereto shall be considered GTE Data
Services Proprietary/Confidential Information
1 Management Summary
1.1. Introduction
This Statement of Work is appended to the Agreement for Transition Services
dated _______by and between Genuity Solutions Inc. ("Genuity") and GTE
Service Corporation and its affiliates and shall be governed by the terms
and conditions thereof. The services described herein shall be provided by
GTE Data Services Incorporated ("GTEDS") for a period of the earlier of the
date of completion of the work or December 31, 2000.
1.2. Executive Summary
Genuity desires to continue the ongoing development of a Global Network
Infrastructure Intelligent Network Management Reporting and Analysis ("GNI
INM") solution with GTEDS. The GNI INM solution, as referenced herein in
more detail, enables Genuity to customize reports regarding network fault
and performance management data. Genuity has determined development of such
a solution involves skill sets and core competencies currently not
internally available. Using another providor for the development of the GNI
INM solution could delay Genuity's current business plans. Accordingly,
Genuity desires to complete the work as contained herein within the stated
time frame, and GTEDS desires to continue this work during this transition
period.
2. Scope of SOW
2.1. Scope/Objective:
This document describes the proposed work to analyze and develop
requirements for an Intelligent Network Management reporting and analysis
solution that enables GNI NOC network managers, administrators and planners
to obtain highly customizable historical report in the areas of fault and
performance management. The proposed solution will identify the need for
online analytical processing (OLAP) as well as data visualization of the
network status.
The GNI Network and Services: GNI is predominantly in the "Wholesale"
business, providing ATM and Private Line services to CLECs and other large
customers. GNOC is the
Page 1 of 8
SOW - GNI Intelligent Reporting and Analysis
--------------------------------------------------------------------------------
central facility for monitoring and controlling GNI network. GNOC keeps
track of the real-time status of the network, performing fault management
(FM) and performance management (PM) functions. It receives both alarm and
network performance data information, which requires processing, analysis,
and reporting. It's essential for GNOC to be able to have historical and
general view of the status of the network in order to provide better
service to the customers. Monitoring network not only requires monitoring
individual real-time alarms (in the case of Fault Management), but requires
NOC staff to be able to understand the network in a general sense (for
example, how the network for a particular region behaved over a certain
period of time). It's critical for GNOC staff to be able to tell what has
been going in a particular part of the network (say a region or a network
element), and how it's likely to behave in the near future. This capability
takes network-monitoring technology a step forward by introducing the
concept of general network monitoring (in contrast to individual alarm
monitoring) and the concept of network status history (in contrast to real-
time status information). The Intelligent network management reporting and
analysis study proposed in this statement of work (SOW) addresses these
problems and provides requirements for implementation of such
functionality.
High Level business needs include:
. Historical reporting and analysis on GNI network fault and performance
. Intelligent network planning
. Predicting and preventing costly faults/failures
. Expedited problem diagnosis and improve operational efficiency
. Ensured compliance with service level agreements (SLA)
. Enhanced network service offerings
. Measures for operator performance
2.2. Approach:
The five-step approach to systematically define GNI's requirements for
intelligent network management reporting and analysis are listed below. The
milestones and the level of effort are listed later. While all five steps
are listed, this SOW is only expected to apply to the first two steps.
2.2.1. Requirements Gathering:
This phase of the project involves cooperation between Genuity/GNI and GTE
and addresses the following questions:
. What business problems the product in mind is supposed to solve?
. Is a central global alarm repository a requirement?
. Level of PM and FM data correlation?
. How long does the data warehouse needs to keep information in history?
. What are the requirements for data granularity?
. Report types and categories.
. OLAP capability requirements.
. Data visualization capability requirements.
. Data warehousing performance requirements.
. Availability and scalability requirements
. Etc.
Page 2 of 8
SOW - GNI Intelligent Reporting and Analysis
--------------------------------------------------------------------------------
2.2.2. Data sources and definition of interfaces:
The intelligent network management reporting and analysis data warehousing
target solution is a decision-support tool. It receives FM and PM
information from variety of data sources over a number of interfaces. This
phase of the project will identify these FM and PM data streams/sources.
Interfaces to operational systems will be defined which might include
requirements for modifications to the operational systems themselves. The
following issues will be addressed:
. What FM and PM applications are used by GNI? What are the interfaces,
data format, volume, etc?
. How do we get the data from these operational systems? Are there any
requirements for modifications to GNI PM and FM operational systems?
. Interfaces to GNI PM and FM operational systems will be defined
2.2.3. System architecture and DB schema design:
Once we are clear about where and how to get network management data
streams, the next task is to come up with a reliable and scalable system
architecture, which will meet data warehousing performance requirements.
The data warehouse database schema is to be designed in this phase.
The following components of overall system architecture and DB schema will
be considered and recommended:
. Database engine to be used for data warehouse as well as other
components of the system (i.e. reporting engine, etc.)?
. Scale of the problem
. Application hardware
. Network bandwidth and metrics requirements.
. Data compression requirements.
. Define and recommend an optimal overall application and reporting
subsystem architecture.
. Data warehouse schema design - determine fact tables and dimension
tables, determine indexes to build, determine partition strategy, etc.
2.2.4. User Interface Design:
After the system architecture and database schema have been determined, GTE
Labs needs to work closely with GNI to design the web based user interface
and develop mockup screens as part of overall Intelligent Reporting and
Analysis application. This phase of the project has the following tasks:
. Identify all reports that GNI would like to have
. Identify required commercial of the shelf (COTS) software components.
. Determine the "look and feel" and develop mock up screens.
2.2.5. System Requirements Specification:
Once GNI management has approved proposed ▇▇▇ architecture and
functionality it must be translated into a system requirements
specification that will govern the development and deployment of
Intelligent Reporting and Analysis capability for GNI. The target audience
for this specification is the organization that will develop the ▇▇▇
application.
Page 3 of 8
SOW - GNI Intelligent Reporting and Analysis
--------------------------------------------------------------------------------
2.3. Milestone Schedule:
-------------------------------------------------------------------------
Number Description Date of
Completion
-------------------------------------------------------------------------
1 Authorization to proceed (ATP) 3/15/00
-------------------------------------------------------------------------
2 Requirements Gathering 4/15/00
-------------------------------------------------------------------------
3 Data sources and definition of interfaces 5/15/00
-------------------------------------------------------------------------
4 System architecture and DB schema design 7/15/00
-------------------------------------------------------------------------
5 User Interface Design 8/30/00
-------------------------------------------------------------------------
6 Systems requirements specification 9/30/00
-------------------------------------------------------------------------
2.4. Change Control
Genuity, using the Change Control Request Form in Attachment C, can request
changes to this Statement Of Work. The form is completed by the requesting
party and submitted to the corresponding contact in the other organization
for evaluation and/or approval. If approved, the Change Control Request
Form is then sent to the Commercial Services Contract Manager for
execution.
Requests for changes received by GTEDS will be responded to with an
estimate of expense and implementation time frame within ten (10) working
days from receipt of the request.
2.5. Key Personnel
It is assumed that the GTE laboratory's team that will perform the data
gathering and analysis work will have access to Genuity/GNI subject matter
experts (SMEs) on an as-needed basis.
2.6. Program/Contract Managers:
In addition to the Program/Contact Managers named in Supplement No. 1, the
following have been named specifically for this SOW.
Title: Genuity Program Manager Title: GTEDS Program Manager
Name: ▇▇▇▇▇ ▇▇▇▇ Name:
Address: ▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇ Address:
▇▇▇▇▇▇, ▇▇▇▇▇ ▇▇▇▇▇
Telephone: 972- Telephone:
Fax: 972- Fax:
Page 4 of 8
SOW - GNI Intelligent Reporting and Analysis
--------------------------------------------------------------------------------
2.7. Pricing
Estimated cost of $582,834 will be charged at Time & Materials to Genuity
based on 4200 hours of Principal MTS labor at $138.77/hr.
2.8. Travel
. No specific travel requirements are anticipated during the timeframes
identified within this SOW. However, if travel needs do arise, GTEDS
will identify and may request authorization and approval from Genuity
prior to travel.
. If approved, GTEDS may invoice Genuity for approved reimbursable travel
expenses at actual costs incurred as a result of performance under a
Statement of Work ("Reimbursable Travel Expenses") in accordance with
the Master Contract.
2.9. Acceptance Criteria
GTEDS will ensure that the following criteria are met in the delivered
product:
. GTEDS will provide a complete and integrated design that will provide
functionality as specified in the Requirement and Conceptual Solution
Document, as of the date of the approved SOW.
. GTEDS will retain documented functionality of previous Releases and SOWs
where the functionality is unchanged.
3. Special Considerations
None
Page 5 of 8
SOW - GNI Intelligent Reporting and Analysis
--------------------------------------------------------------------------------
4. Approvals:
Approval authorizes GTEDS to proceed with work as specified herein.
This SOW pricing is valid for 90 days. If the SOW is not approved in 90
days, GTEDS reserves the right to alter or modify the schedule or the price
of the work.
Genuity acknowledges and agrees that GTEDS may use affiliate(s) of GTEDS as
subcontractor(s) to perform any or all of its duties hereunder.
IN WITNESS WHEREOF, the parties have executed this Agreement on the date or
dates indicated below to be effective as of the date specified above.
GTE Data Services Incorporated Genuity Solutions Inc.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Page 6 of 8
SOW - GNI Intelligent Reporting and Analysis
--------------------------------------------------------------------------------
Attachment A - Requirement and Conceptual Solution Document
None provided
End of Attachment A
Attachment B - Acceptance Criteria
None provided
End of Attachment B
Page 7 of 8
SOW - GNI Intelligent Reporting and Analysis
--------------------------------------------------------------------------------
Attachment C -Change Control Request Form
STATEMENT OF WORK - CHANGE CONTROL REQUEST FORM
Date: Page 1
Change Request Number:___________(To be completed by GTEDS)
Originating Organization:______________________
Statement of Work Number:______________ Statement of Work Effective Date:_______
Completed by Genuity
--------------------------------------------------------------------------------
Description of Change:
(The description must identify all Sections and Attachments to the SOW affected
by this change and describe the modifications for each. Use additional pages as
needed.)
Assumptions:
(Identify all assumptions that have been used in creating the above changes)
All other terms and conditions of the Statement of Work, Service Level
Agreement, and Internal Supplier Agreement or Master Agreement shall remain
unchanged and in full force and effect. Upon final execution, this Change
Request Form shall become an Amendment to the above-identified Statement of Work
for all changes noted above.
Request Form Completed By:______________________ Date:__________________
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
The above requested Change (does/does not) impacts the hours, price, schedule,
or terms and conditions of the SOW, and (does/does not) increase GTEDS cost. Any
SOW impacts are listed below:
Cost/Price Impact:
(Identify all hours/cost/price changes to the Project and
Development/Implementation Plan.)
Schedule Impact:
(Identify all schedule changes for any phase/milestone/deliverable in the
Project and Development/Implementation Schedule.)
Assumptions:
(Identify all assumptions that have been used in creating the above changes)
Evaluation Completed By:______________________ Date:__________________
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Project Manager Approval:_______________________________ Date:_____________
--------------------------------------------------------------------------------
End of Attachment C
Page 8 of 8
Statement of Work
Between
GTE Data Services, Inc.
And
Genuity Solutions Inc.
To Provide:
SiteRadar Project
This SOW along with all attachments hereto shall be considered GTE Data
Services Proprietary/Confidential Information
1. Management Summary
1.1. Introduction
This Statement of Work is appended to the Agreement for Transition Services
dated _______by and between Genuity Solutions Inc. ("Genuity") and GTE
Service Corporation and its affiliates and shall be governed by the terms
and conditions thereof. The services described herein shall be provided by
GTE Data Services Incorporated ("GTEDS") for a period of the earlier of the
date of completion of the work or December 31, 2000.
1.2. Executive Summary
Genuity desires to continue the ongoing development of an end-to-end
response time measurement tool ("SiteRadar") solution with GTEDS. The
development, as referenced herein in more detail, enables Genuity to
determine network response times end-to-end to determine if service level
commitments are being met. Genuity has determined development of such a
solution involves skill sets and core competencies currently not internally
available. Using another provider for the development of the solution could
delay Genuity's current business plans. Accordingly, Genuity desires to
complete the work as contained herein within the stated time frame, and
GTEDS desires to continue this work during this transition period.
2. Scope of SOW
2.1. Business Needs
Genuity requires tools to measure the end-to-end quality of the services
being provided customer, particularly when quantitative service level
agreements are involved. In addition, it needs diagnostic tools that can
identify and isolate problems either after they have been reported or,
preferably, prior to being perceived by customers. This includes the need
for a tool able to measure the response time of Web sites hosted by Genuity
and distinguish the contributions of networks, servers, and cache systems to
the download time. Such a tool would measure the response time of Web
hosting customers as perceived by end-users. If placed at locations within
the Genuity network, it could also be used as a diagnostic tool to identify
problems. The tool should provide the duration of relevant events such as
redirect times and component loading times. It is very important that the
tool be completely under the control of Genuity so that it can be customized
and used to Genuity's requirements and all the raw data is available for
analysis by any method Genuity determines.
Page 1 of 9
SOW-SiteRadar Project
--------------------------------------------------------------------------------
2.2. Approach
Solution Capabilities
GTEDS will work with Genuity to develop SiteRadar, a tool for measuring the
performance of Web sites. SiteRadar will enable Genuity to both measure Web
site download times as perceived by end-users, and also distinguish the
effects on performance of networks and servers. It will also be a tool for
the evaluation and tuning of cache systems with the potential for real-time
operation if needed.
The high-level architecture for SiteRadar is shown in Figure 1. The major
components are:- Remote agents that issue requests against the Web sites to
be tested and measure the response times. - -- The remote agents can be
located at any geographic location inside or outside of Genuity's network.-
A master agent that configures the remote agents (e.g., sets URLs to be
tested and testing schedules), collects the data from the remote agents, and
stores the data in a database.- A relational database for storing the
measurements.- A reporting engine that provides user-configured reports via
a Web browser client.The capabilities of SiteRadar include:
- Remote measurement agents can be located outside Genuity network to
determine response seen by end-users.- Remote measurement agents can be
located inside Genuity network (e.g., POPs, data centers) to isolate effects
due to other networks, segments of Genuity's network, and servers.-
Measurements include total download time as well as the duration of
significant events such as times to download individual components of page.-
Potential for real-time operation to diagnose or correct problems.- Data are
stored in a database and are available for any analysis methodology.- Web
client is used for viewing reports.-Report can be configured by users.
Four types of reports are currently available:
Time History - Response time plotted for a specified duration of time
Performance by Agent - Response time measured by each remote agent
Component Graph - Time to download each page componentSite Availability -
Percentage of time Web site is in possible states
Solution Development Process
----------------------------
A prototype of SiteRadar has already been developed and can be used to
gather user feedback and requirements for the production system. GTEDS
proposes a phased development process in which successive versions of
SiteRadar will add new functionality. This approach reduces time risk by
providing the highest priority features in a short period of time, and
reduces functionality risk by allowing the evaluation of a working system to
drive the next set of capabilities. The phased development process will be
highly interactive with Genuity owners and users of SiteRadar in order to
provide the feedback and priorities needed for successive versions of the
tool.
In the first phase, GTEDS will provide Genuity both a working prototype of
SiteRadar for evaluation together with a draft requirements document
containing prospective features for version 1.0 of the production system.
Based upon its priorities and assessment of the prototype, Genuity and GTEDS
will jointly determine the final requirements for version 1.0.
In the second phase, version 1.0 of the production system, containing
additional critical functions, will be developed and deployed at an agreed
upon date in early 2Q2000. In
Page 2 of 9
SOW-SiteRadar Project
--------------------------------------------------------------------------------
subsequent phases GTEDS will provide enhancements adding capabilities
according Genuity's priorities.
Genuity will provide the production machines and will purchase the
appropriate third party software licenses (e.g., ▇▇▇▇▇▇▇ ColdFusion) needed
for deployment.
Project Activities
Requirements Gathering
----------------------
GTEDS has developed a working prototype and prepared a preliminary list of
requirements for SiteRadar. Genuity and GTEDS will collaboratively finalize
the requirements for the production version. Genuity has the option to use
and evaluate the prototype to provide input to the requirements gathering
activity or for any special projects that may occur prior to the
availability of the production system. The requirements will be used for
detailed system design and project planning.
Software Development
--------------------
The master and remote clients for the prototype system are written in Java
for platform independence. The remote clients will be built to closely
emulate the behavior of standard Web browsers. Oracle is used for the
database and ColdFusion is used to generate dynamic pages for the reporting
engine. A conventional Web browser serves as both the reporting and
administrative client. This approach has been successful for the prototype
but can be changed if Genuity has special requirements. GTEDS will generate
detailed technical specifications based upon the requirements, design and
develop the production version of SiteRadar, and test it for compliance with
the requirements.
Project Planning
----------------
The SiteRadar project will be undertaken by the Operations Systems
Laboratory (OSL) of GTEDS. OSL development projects use an internal software
development process called TopGun to improve software quality and
development efficiency. TopGun requires that all major phases of the
development process be documented and reviewed.
Statement of Work
Phase 1 - Prototype Evaluation and Requirements Gathering
---------------------------------------------------------
Phase 1 contains the following deliverables:
GTEDS will provide Genuity a draft requirements document for version 1.0 of
SiteRadar no later than February 18, 2000.
GTEDS will provide Genuity a working prototype of SiteRadar for evaluation
purposes no later than March 6, 2000.
Genuity and GTEDS will jointly produce a requirements document for version
1.0 of SiteRadar no later than March 27, 2000.
If Genuity requires immediate use of the prototype for special projects, it
will be provided in its current state of functionality anytime on or after
February 18, 2000.
GTEDS will provide user training and evaluation sessions as needed for the
prototype.
Page 3 of 9
SOW-SiteRadar Project
--------------------------------------------------------------------------------
Phase 2 - Release of SiteRadar Version 1.0
------------------------------------------
Delivery dates for Phase 2 will be based upon Genuity priorities, but will
be in 2Q2000.Phase 2 contains the following deliverables:
Genuity and GTEDS will jointly develop a project plan that will specify the
dates for Phase 2 deliverables.
GTEDS will develop a design document for SiteRadar version 1.0 to satisfy
the requirements finalized in Phase 1.
GTEDS will implement SiteRadar, test it to insure reliability and proper
operation of specified functionality, and deliver it to Genuity.
GTEDS will provide documentation for SiteRadar, including a User Guide and
an Administration Guide.
GTEDS will provide user and administrator training as needed for SiteRadar
version 1.0.
Subsequent Phases - Ongoing Support, Enhancements, Upgrades and Releases
------------------------------------------------------------------------
GTEDS will provide enhancements to Side Radar based on feedback from users
and additional capabilities identified as important by Genuity. GTEDS will
attempt to provide new functionality in incremental updates if this is
advantageous to Genuity and can be accommodated by the development team. One
or more subsequent phases will occur in 2H2000. The schedule of
enhancements, upgrades, and releases will be mutually determined based on
the priorities identified by Genuity after requirements are finalized.
Page 4 of 9
SOW-SiteRadar Project
--------------------------------------------------------------------------------
2.3. Roles and Responsibilities:
GTEDS and Genuity team will have the following roles and responsibilities
during the activities:
-------------------------------------------------------------------------------------------------------
Responsibility
-------------------------------------------------------------------------------------------------------
Phase Activity Primary Secondary
-------------------------------------------------------------------------------------------------------
Project Plan Document Business Requirements Genuity
-------------------------------------------------------------------------------------------------------
Develop and Maintain Project Plan GTEDS Genuity
-------------------------------------------------------------------------------------------------------
Identify Team Members GTEDS Genuity
-------------------------------------------------------------------------------------------------------
Requirements Analysis Conduct Kickoff Meeting GTEDS
-------------------------------------------------------------------------------------------------------
Schedule System Specification Meetings GTEDS
-------------------------------------------------------------------------------------------------------
Schedule Subject Matter Experts Genuity
-------------------------------------------------------------------------------------------------------
Conduct System Specification Meetings GTEDS
-------------------------------------------------------------------------------------------------------
Develop System Specification GTEDS
-------------------------------------------------------------------------------------------------------
Review/Approve System Specification Genuity
-------------------------------------------------------------------------------------------------------
Design Solution Develop DS GTEDS
-------------------------------------------------------------------------------------------------------
Review/Approve DS Genuity
-------------------------------------------------------------------------------------------------------
Program Development Develop Application GTEDS
-------------------------------------------------------------------------------------------------------
System Testing Develop Integration/Systems Test Plan GTEDS
-------------------------------------------------------------------------------------------------------
Conduct I/S Test GTEDS
-------------------------------------------------------------------------------------------------------
Develop User and System Documentation GTEDS
-------------------------------------------------------------------------------------------------------
Review/Approve User and System Documentation Genuity
-------------------------------------------------------------------------------------------------------
User Acceptance Test Develop Acceptance Test Plan Genuity GTEDS
-------------------------------------------------------------------------------------------------------
Develop Acceptance Test Cases Genuity
-------------------------------------------------------------------------------------------------------
Conduct Acceptance Test Genuity GTEDS
-------------------------------------------------------------------------------------------------------
Approve Production Implementation Schedule Genuity GTEDS
-------------------------------------------------------------------------------------------------------
Training Train the User's Trainers GTEDS Genuity
-------------------------------------------------------------------------------------------------------
Conduct User Training Genuity
-------------------------------------------------------------------------------------------------------
Production Implementation Installation of Release GTEDS Genuity
-------------------------------------------------------------------------------------------------------
2.4. Milestone Schedule:
See section 2.2.
2.5. Change Control
Genuity, using the Change Control Request Form in Attachment C, can request
changes to this Statement Of Work. The form is completed by the requesting party
and submitted to the corresponding contact in the other organization for
evaluation and/or approval. If approved, the Change Control Request Form is then
sent to the Commercial Services Contract Manager for execution.
Page 5 of 9
SOW - SiteRadar Project
--------------------------------------------------------------------------------
Requests for changes received by GTEDS will be responded to with an estimate
of expense and implementation time frame within ten (10) working days from
receipt of the request.
2.6. Program/Contract Managers:
In addition to the Program/Contact Managers named in Supplement No. 1, the
following have been named specifically for this SOW.
Title: Genuity Program Manager Title: GTEDS Program Manager
Name: ▇▇▇ ▇▇▇▇ Name:
Address: ▇▇ ▇▇▇▇▇▇▇ ▇▇, ▇▇▇▇▇▇▇▇▇, ▇▇ Address:
Telephone: ▇▇▇-▇▇▇-▇▇▇▇ Telephone:
Fax: ▇▇▇-▇▇▇-▇▇▇▇ Fax:
2.7. Pricing
Estimated cost of $389,502 will be charged at Time & Materials to Genuity
based on 3360 hrs. of Sr. MTS labor at $114.06/hr and including $6261 of
travel.
2.8. Travel
2.8.1 Travel for this project is estimated at $6,261.00. No additional
specific travel requirements are anticipated during the timeframes identified
within this SOW. However, if additional travel needs do arise, GTEDS will
identify and may request authorization and approval from Genuity prior to
travel.
2.8.2 If approved, GTEDS may invoice Genuity for approved reimbursable
travel expenses at actual costs incurred as a result of performance under a
Statement of Work ("Reimbursable Travel Expenses") in accordance with the
Master Contract.
2.9. Acceptance Criteria
GTEDS will ensure that the following criteria are met in the delivered
product:
GTEDS will provide a complete and integrated design that will provide
functionality as specified in the Requirement and Conceptual Solution
Document, as of the date of the approved SOW.
GTEDS will retain documented functionality of previous Releases and SOWs
where the functionality is unchanged.
3. Special Considerations
The following items have been identified as issues that could affect the
deployment or effective operation of SiteRadar:
. The availability of suitable platforms for locating the master and remote
agents.
. The existence of a Genuity security policy that permits efficient and
secure communications between master and remote agents.
Page 6 of 9
SOW - SiteRadar Project
--------------------------------------------------------------------------------
4. Approvals:
Approval authorizes GTEDS to proceed with work as specified herein.
Genuity acknowledges and agrees that GTEDS may use affiliate(s) of GTEDS as
subcontractor(s) to perform any or all of its duties hereunder.
IN WITNESS WHEREOF, the parties have executed this Agreement on the date or
dates indicated below to be effective as of the date specified above.
GTE Data Services Incorporated Genuity Solutions Inc.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Page 7 of 9
SOW - SiteRadar Project
--------------------------------------------------------------------------------
Attachment A - Requirement and Conceptual Solution Document
None provided
Attachment B - Acceptance Criteria
None provided
Page 8 of 9
SOW - SiteRadar Project
--------------------------------------------------------------------------------
Attachment C - Change Control Request Form
STATEMENT OF WORK - CHANGE CONTROL REQUEST FORM
Date: Page 1
Change Request Number: ___________(To be completed by GTEDS)
Originating Organization: __________________
Statement of Work Number: _________________ Statement of Work Effective
Date:_________
Completed by Genuity
Description of Change:
(The description must identify all Sections and Attachments to the SOW affected
by this change and describe the modifications for each. Use additional pages as
needed.)
Assumptions:
(Identify all assumptions that have been used in creating the above changes)
All other terms and conditions of the Statement of Work, Service Level
Agreement, and Internal Supplier Agreement or Master Agreement shall remain
unchanged and in full force and effect. Upon final execution, this Change
Request Form shall become an Amendment to the above-identified Statement of Work
for all changes noted above.
Request Form Completed By: ______________________ Date: __________________
The above requested Change (does/does not) impacts the hours, price, schedule,
or terms and conditions of the SOW, and (does/does not) increase GTEDS cost. Any
SOW impacts are listed below:
Cost/Price Impact:
(Identify all hours/cost/price changes to the Project and
Development/Implementation Plan.)
Schedule Impact:
(Identify all schedule changes for any phase/milestone/deliverable in the
Project and Development/Implementation Schedule.)
Assumptions:
(Identify all assumptions that have been used in creating the above changes)
Evaluation Completed By: ______________________ Date: __________________
Project Manager Approval: ________________________________ Date:
__________________
End of Attachment C
Page 9 of 9
SOW - Modeling for IP, ATM, SONET/DWDM
--------------------------------------------------------------------------------
Statement of Work
Between
GTE Data Services, Inc.
And
Genuity Solutions Inc.
To Provide:
Modeling for IP, ATM, SONET/SWDM
This SOW along with all attachments hereto shall be considered GTE Data
Services Proprietary/Confidential Information
1. Management Summary
1.1. Introduction
This Statement of Work is appended to the Agreement for Transition Services
dated _______by and between Genuity Solutions Inc. ("Genuity") and GTE
Service Corporation and its affiliates and shall be governed by the terms
and conditions thereof. The services described herein shall be provided by
GTE Data Services Incorporated ("GTEDS") for a period of the earlier of the
date of completion of the work or December 31, 2000.
1.2. Executive Summary
Genuity desires to continue the ongoing development of a network capacity
planing, routing and data mining ("IP Modeling") solution with GTEDS. The
development, as referenced herein in more detail, further enables Genuity
to provision network connections using extensions of current network
capacity planning and routing tools. Genuity has determined development of
such a solution involves skill sets and core competencies currently not
internally available. Using another provider for the development of the IP
Modeling solution could delay Genuity's current business plans.
Accordingly, Genuity desires to complete the work as contained herein
within the stated time frame, and GTEDS desires to continue this work
during this transition period.
2. Scope of SOW
2.1. Scope/Objective
The work to be performed under this SOW can be broken down into two parts:
directly linked, and complementary, to earlier contracts already in place
for BART 3.x, and SCPT Phase 1 delivery, and needed to ensure that both
BART and SCPT continue to evolve as the technology and business practices
in GNI evolve.
Page 1 of 9
SOW - Modeling for IP, ATM, SONET/DWDM
--------------------------------------------------------------------------------
2.1.1. BART 3.x related work
The short-term effort under this SOW concentrates on developing the
required functionality in the following two areas that are planned for 4/00
and 7/00 releases.
. Expanded failure analysis.
. Capacity modeling and routing for SVCs.
The more forward looking areas will deal with new and alternative means of
trunk provisioning that GNI plans to evaluate and possibly use, such as:
ATM over DWDM, ATM trunk routing on protection channels of SONET rings. It
will also study the potential benefits of integrating SCPT (SONET planning
system) with BART. The output of this work will be incorporated in later
releases of BART.
Short-term
. Development of new analytical models of Ascend failure restoration
processes based on bandwidth and bumping priorities. The new models
will address circuit rerouting based on bandwidth and bumping
priorities as defined in a circuit record and will allow negative
bandwidth trunks for non-real time circuits with 0 bumping priority
(see NavisCore ATM Configuration Guide, Priority Routing, Appendix E).
This is intended to go into BART 3.0 (Expanded failure analysis)
. A new set of models will also be developed for SVC planning module.
These models will address the stochastic nature of SVC traffic in a
manner similar to those in place for planning the PSTN. This is
intended to go into BART 3.1 (Capacity modeling and routing for SVC
circuits)
. Development of a new restoration algorithm that can analyze very
complex network behavior during restoration in a reasonable amount of
time. The problem to overcome here is a domino-like effect of bumping
the lower priority circuits to accommodate the higher priority ones
(Expanded failure analysis)
. Developing models and algorithms for building traffic matrices from
historical billing data for SVC service (Capacity Modeling and routing
for SVCs).
Next steps
. Development of new modeling, evaluation and optimization methods for
cost-effective ATM trunk provisioning directly over DWDM systems.
Modeling DWDM protection methods and their interaction with ATM
restoration methods. Extending BART failure analysis to include the
described interactions.
. Developing new evaluation methods for ATM trunk provisioning using
SONET protection channels. Modeling link failures and their impact on
ATM circuits. Extending BART failure analysis to include the described
impacts.
. Study the benefits of integration of BART with SCPT. This capability
will provide a two-way communication between the tools. Anticipated
benefits to BART users include ability to automatically populate BART
databases by using the up-to-date data on SONET and optical layers and
ATM trunk provisioning on them. Anticipated benefits to SCPT users is
the ability to extract from BART planned trunks, thus providing more
accurate demand, usage and routing information for ATM traffic.
Page 2 of 9
SOW - Modeling for IP, ATM, SONET/DWDM
--------------------------------------------------------------------------------
SCPT Phase 1 & 2 related work
The short term concentrates on:
. Analysis and design phases for the routing and demand segmentation
features (Phase 1)
. Analysis and design phases for automated methods to update baseline
network description and inventory data. In Phase 1 this is a manual
step but automated methods will be critical to ensure accuracy of the
baseline network picture in SCPT. The work would include analysis of
data interface capabilities to bring system configuration and
connectivity information from Nortel's Data Mining/SONET Planner Tool
to SCPT, as well as the possibility of a data feed from Smallworld
(Phase 2).
. Design and evaluate methods to make relevant capacity information
easily accessible to other parts of the organization. This would
include web-enabled information/report publishing and sharing (Phase
2).
Next steps
The more forward-looking work will focus on:
. modeling requirements to accommodate DWDM planning and circuit
provisioning directly on DWDM layer
. changes required to SCPT design and data model to support circuit
routing on SONET protection channels, for example ATM circuits routed
over SONET protection capacity
. assessment of the potential methods and benefits of integrating SCPT
with BART (see BART write-up above)
. analysis and design of data interface capabilities to bring network
usage data from TBS to SCPT. Also develop requirements to reconcile
existing SCPT demand records and TBS records.
. more advanced demand routing algorithms that focus on load balancing,
or other criteria.
Page 3 of 9
SOW - Modeling for IP, ATM, SONET/DWDM
-------------------------------------------------------------------------------
2.2. Roles and Responsibilities:
GTEDS and Genuity team will have the following roles and responsibilities
during the activities:
-------------------------------------------------------------------------------------------------------------
Responsibility
-------------------------------------------------------------------------------------------------------------
Phase Activity Primary Secondary
-------------------------------------------------------------------------------------------------------------
Project Plan Document Business Requirements Genuity
-------------------------------------------------------------------------------------------------------------
Develop and Maintain Project Plan GTEDS Genuity
-------------------------------------------------------------------------------------------------------------
Identify Team Members GTEDS Genuity
-------------------------------------------------------------------------------------------------------------
Requirements Analysis Conduct Kickoff Meeting GTEDS
-------------------------------------------------------------------------------------------------------------
Schedule System Specification Meetings GTEDS
-------------------------------------------------------------------------------------------------------------
Schedule Subject Matter Experts Genuity
-------------------------------------------------------------------------------------------------------------
Conduct System Specification Meetings GTEDS
-------------------------------------------------------------------------------------------------------------
Develop System Specification GTEDS
-------------------------------------------------------------------------------------------------------------
Review/Approve System Specification Genuity
-------------------------------------------------------------------------------------------------------------
Design Solution Develop DS GTEDS
-------------------------------------------------------------------------------------------------------------
Review/Approve DS Genuity
-------------------------------------------------------------------------------------------------------------
Program Development Develop Application GTEDS
-------------------------------------------------------------------------------------------------------------
System Testing Develop Integration/Systems Test Plan GTEDS
-------------------------------------------------------------------------------------------------------------
Conduct I/S Test GTEDS
-------------------------------------------------------------------------------------------------------------
Develop User and System Documentation GTEDS
-------------------------------------------------------------------------------------------------------------
Review/Approve User and System Documentation Genuity
-------------------------------------------------------------------------------------------------------------
User Acceptance Test Develop Acceptance Test Plan Genuity GTEDS
-------------------------------------------------------------------------------------------------------------
Develop Acceptance Test Cases Genuity
-------------------------------------------------------------------------------------------------------------
Conduct Acceptance Test Genuity GTEDS
-------------------------------------------------------------------------------------------------------------
Approve Production Implementation Schedule Genuity GTEDS
-------------------------------------------------------------------------------------------------------------
Training Train the User's Trainers GTEDS Genuity
-------------------------------------------------------------------------------------------------------------
Conduct User Training Genuity
-------------------------------------------------------------------------------------------------------------
Production Installation of Release GTEDS Genuity
Implementation
-------------------------------------------------------------------------------------------------------------
Page 4 of 9
SOW - Modeling for IP, ATM, SONET/DWDM
--------------------------------------------------------------------------------
2.3. Milestone Schedule:
-------------------------------------------------------------------------------------------------------------
Milestone Number Due Date Decription
-------------------------------------------------------------------------------------------------------------
1 4/28/2000 Design and implementation of models and algorithms for
Expanded Failure Analysis.
-------------------------------------------------------------------------------------------------------------
2 7/28/2000 Design and implementation of models and algorithms for SVC
Functionality.
-------------------------------------------------------------------------------------------------------------
3 12/2000 Design of models and algorithms (not production software)
for alternative means of trunk provisioning that GNI plans
to possibly use, such as: ATM over DWDM, ATM trunk routing
on protections channels of SONET rings. Also evaluate the
potential benefits of intergrating SCPT (SONET planning
system) with BART. The output of this work will be
incorporated in later production releases of BART.
-------------------------------------------------------------------------------------------------------------
2.4. Change Control
Genuity, using the Change Control Request Form in Attachment C, can request
changes to this Statement Of Work. The form is completed by the requesting
party and submitted to the corresponding contact in the other organization
for evaluation and/or approval. If approved, the Change Control Request
Form is then sent to the Commercial Services Contract Manager for
execution.
Requests for changes received by GTEDS will be responded to with an
estimate of expense and implementation time frame within ten (10) working
days from receipt of the request.
2.5. Key Personnel
Not Applicable
2.6. Program/Contract Managers:
In addition to the Program/Contact Managers named in Supplement No. 1, the
following have been named specifically for this SOW.
Title: Genuity Program Manager Title: GTEDS Program Manager
Name: ▇▇▇▇▇ ▇▇▇▇▇▇▇▇ Name:
Address: ▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇ Address:
▇▇▇▇▇▇, ▇▇▇▇▇ ▇▇▇▇▇
Telephone: 972- Telephone:
Fax: 972- Fax:
Page 5 of 9
SOW - Modeling for IP, ATM, SONET/DWDM
--------------------------------------------------------------------------------
2.7. Pricing
Estimated cost of $1,192,476 will be charged at Time & Materials to Genuity
based on 3780 hours of Sr. Principal MTS at $138.77/hr and 3780 hours of
Principal MTS at $176.70/hr.
2.8. Travel
2.8.1. No specific travel requirements are anticipated during the
timeframes identified within this SOW. However, if travel needs do arise,
GTEDS will identify and may request authorization and approval from Genuity
prior to travel.
2.8.2. If approved, GTEDS may invoice Genuity for approved reimbursable
travel expenses at actual costs incurred as a result of performance under a
Statement of Work ("Reimbursable Travel Expenses") in accordance with the
Master Contract.
2.9. Acceptance Criteria
GTEDS will ensure that the following criteria are met in the delivered
product:
. GTEDS will provide a complete and integrated design that will provide
functionality as specified in the Requirement and Conceptual Solution
Document, as of the date of the approved SOW.
. GTEDS will retain documented functionality of previous Releases and
SOWs where the functionality is unchanged.
3. Special Considerations
None
Page 6 of 9
SOW - Modeling for IP, ATM, SONET/DWDM
--------------------------------------------------------------------------------
4. Approvals:
Approval authorizes GTEDS to proceed with work as specified herein.
Genuity acknowledges and agrees that GTEDS may use affiliate(s) of
GTEDS as subcontractor(s) to perform any or all of its duties
hereunder.
IN WITNESS WHEREOF, the parties have executed this Agreement on the
date or dates indicated below to be effective as of the date specified
above.
GTE Data Services Incorporated Genuity Solutions Inc.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Page 7 of 9
SOW - Modeling for IP, ATM, SONET/DWDM
--------------------------------------------------------------------------------
Attachment A - Requirement and Conceptual Solution Document
None provided
End of Attachment A
Attachment B - Acceptance Criteria
None provided
End of Attachment B
Page 8 of 9
SOW - Modeling for IP, ATM, SONET/DWDM
--------------------------------------------------------------------------------
Attachment C -Change Control Request Form
STATEMENT OF WORK - CHANGE CONTROL REQUEST FORM
Date: Page 1
Change Request Number: ___________(To be completed by GTEDS)
Originating Organization: ______________________
Statement of Work Number: _________________ Statement of Work Effective
Date:_________
Completed by Genuity
--------------------------------------------------------------------------------
Description of Change:
(The description must identify all Sections and Attachments to the SOW affected
by this change and describe the modifications for each. Use additional pages as
needed.)
Assumptions:
(Identify all assumptions that have been used in creating the above changes)
All other terms and conditions of the Statement of Work, Service Level
Agreement, and Internal Supplier Agreement or Master Agreement shall remain
unchanged and in full force and effect. Upon final execution, this Change
Request Form shall become an Amendment to the above-identified Statement of Work
for all changes noted above.
Request Form Completed By: ______________________ Date: __________________
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
The above requested Change (does/does not) impacts the hours, price, schedule,
or terms and conditions of the SOW, and (does/does not) increase GTEDS cost. Any
SOW impacts are listed below:
Cost/Price Impact:
(Identify all hours/cost/price changes to the Project and
Development/Implementation Plan.)
Schedule Impact:
(Identify all schedule changes for any phase/milestone/deliverable in the
Project and Development/Implementation Schedule.)
Assumptions:
(Identify all assumptions that have been used in creating the above changes)
Evaluation Completed By: ______________________ Date: __________________
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Project Manager Approval: ________________________________ Date: _____________
--------------------------------------------------------------------------------
End of Attachment C
Page 9 of 9
Statement of Work
Between
GTE Data Services, Inc.
And
Genuity Solutions Inc.
To Provide:
Genuity Spam Fingerprinting Plan
This SOW along with all attachments hereto shall be considered GTE Data
Services, Inc. Proprietary/Confidential Information
1. Management Summary
1.1. Introduction
This Statement of Work is appended to the Agreement for Transition Services
dated _______by and between Genuity Solutions Inc. ("Genuity") and GTE
Service Corporation and its affiliates and shall be governed by the terms
and conditions thereof. The services described herein shall be provided by
GTE Data Services Incorporated ("GTEDS") for a period of the earlier of the
date of completion of the work or December 31, 2000.
1.2. Executive Summary
Genuity desires to continue the ongoing development of a tool ("SpamCheck")
to parse complaints regarding unsolicited e-mail ("spam") from other
complaints. The development, as referenced herein in more detail, further
enables Genuity to handle a number of e-mail complaints received among
which include complaints regarding spam. Genuity has determined development
of such a solution involves skill sets and core competencies currently not
internally available. Using another provider for the development of the
SpamCheck tool could delay Genuity's current business plans. Accordingly,
Genuity desires to complete the work as contained herein within the stated
time frame, and GTEDS desires to continue this work during this transition
period.
2. Scope of SOW
2.1. Business Needs:
Genuity Customer Service Center (CSC) employs full-time staff to analyze
and respond to a large volume of complaints that involve Genuity's
customers and/or network. More than 30,000 email complaints per month are
received. Each complaint requires review, logging, trouble ticket review,
correlation with other complaints, response to the complainant,
categorization, validation, distribution to appropriate staff, and
resolution. CSC has developed an effective manual process for handling
email complaints, but the volume of complaints is large and growing. Hence
a tool for automating a significant portion of the manual process is
needed. Since the majority of complaints involve the use of Genuity's
network for delivering unsolicited email or spam, the tool development
focuses on spam complaint processing.
Page 1 of 11
SOW - Spam Fingerprinting Plan
--------------------------------------------------------------------------------
2.2. Approach:
Genuity CSC developed a set of requirements for a spam "fingerprinting"
system in June 1998. It has also documented a set of manual procedures used
to process and classify spam. It has a large set of archived spam
complaints that are available for use in system design and testing. Based
on these procedures and samples, GTEDS has created a prototype system
called SpamCheck(TM). The SpamCheck prototype retrieves email from a POP
server, parses the email to extract the critical identification features,
stores both the raw and extracted information in a relational database, and
provides a web interface for reviewing the results and performing queries
against the database. In preliminary testing, approximately 1000 sample
spam complaints have been processed by the system. This prototype has been
presented to CSC personnel and has been useful in clarifying some of the
functional requirements. A detailed requirements document is being prepared
jointly by Genuity and GTEDS, and will be used for more detailed project
planning.
Due to the pressing backlog of spam complaints, there is an immediate need
to deploy a subset of the required functionality. GTEDS plans to configure
a version of the prototype that has only known functional features enabled
during the month of February. This prototype may not correctly parse all
spam complaints because of the many variations of email forwarding and
embedding--and in some cases mail header corruption--that occur in
practice. At least until a fully-tested version 1 is released, an 80-20
coverage rule will be the processing target, i.e., the system should handle
the majority of the "easy" cases and postpone the special case processing
until the majority cases are fully handled.
[LOGO]
Run Utilities top
---
There are several common utilities used to trace the route of a Spam
message or locate the domain or IP address of its sender. For the best
results, it is advisable to run several utilities because they may have
access to different databases. By running more than one utility, you can
verify the Spam sender address more reliably, and on occasion, if one
utility does not locate the Spammer, the other utility may be more
successful.
The following utilities are provided with SpamCheck:
nslookup top
---
Nslookup is a program to query Internet domain name servers. Nslookup
has two modes: inter-active and non-interactive. Interactive mode
allows the user to query name servers for information about various
hosts and domains or to print a list of hosts in a domain.
Non-interactive mode is used to print just the name and requested
information for a host or domain.
traceroute top
---
The traceroute output shows the different "hops" an IP message took to
reach its destination. Each route the message crosses is referred to
as a hop.
DIG top
---
The main functional areas of SpamCheck include:
1.0 Email retrieval: Automatic retrieval of email complaints from a
POP server
2.0 Email Distribution: Differentiating non-spam related complaints
and forwarding these to another email address
3.0 Parsing and extraction: parsing of the email into at least three
pieces: 1) internal tracking header and body, 2) complainant
header and body, 3) spam sample header and body. Each of these
pieces is further parsed to extract specific fields that are
needed for analysis
Page 2 of 11
SOW - Spam Fingerprinting Plan
--------------------------------------------------------------------------------
4.0 Trouble ticketing: each complaint needs to be associated with
either an existing or new trouble ticket. Genuity uses the
Vantive trouble ticketing system today, and an interface between
SpamCheck and Vantive will be needed.
5.0 Analysis utilities: additional information about the spam source
may be gathered as needed by automatically invoking utilities
such as traceroute, nslookup, whois, and dig. Other utilities
include remote host clock validation and hex internet address
conversion.
6.0 Storage: Both the raw and extracted information needs to be
stored in a database. Information gathered by utilities should
also be stored in the database
7.0 Classification Rules: A set of rules is used to categorize the
spam and determine how it should be resolved and what response
to the complainant should be sent.
8.0 Presentation and Query Web Interface: The results of spam
complaint processing will be presented through a web interface,
and the ability to query the database will be provided.
9.0 Workflow: Each spam complaint involves a number of user
processing steps. The system will track progress and provide a
user interface that fits the sequence of tasks that the spam
analyst performs.
10.0 Administration: Facilities for supporting installation,
configuration, backup, extensions to certain parameters
(keywords, categories), form letters, etc. will be provided
through a web interface. The administrative interface also
includes a regression testing capability.
11.0 Online documentation: user and administrative documentation will
be available through web pages.
Genuity will provide the on-site test and deployment machines
and will purchase the appropriate third party software (e.g.,
▇▇▇▇▇▇▇ ColdFusion) licenses needed for deployment. Genuity will
administer and manage the on-site equipment. Labs will work
closely with Genuity to insure successful deployment and use of
the system.
2.3. Project Activities:
. Requirements Gathering:
Genuity CSC developed a set of requirements for a spam "fingerprinting"
system in June 1998. It has also documented a set of manual procedures used
to process and classify spam. It has a large set of archived spam
complaints that are available for use in system design and testing. Based
on these procedures and samples, Labs has created a prototype system called
SpamCheck(TM). A detailed requirements document is being prepared jointly
by Genuity and GTEDS, and will be used for detailed project planning.
Further requirements may be identifies as user feedback from system use is
obtained.
. Software Development
The prototype system has validated the use of ColdFusion web server and
Oracle database. The software for the system is currently a combination of
Perl, Java, and ColdFusion scripts.
. Testing
There are thousands of samples to select test cases from. Developing a set
of test cases that provide reasonable coverage over the thousands of spam
complaints is an ongoing issue. Creating a definitive set of test cases is
a prerequisite for developing a quantitative performance metric for the
system. We have instrumented the prototype to provide a
Page 3 of 11
SOW - Spam Fingerprinting Plan
--------------------------------------------------------------------------------
regression test facility for the parsing and extraction modules so that
test cases can be stored in the database and used to validate upgrades to
the system.
. Deployment
CSC has provided an NT machine for deploying the prototype. The use of this
machine for production will need evaluation. During the prototype
deployment, Labs will perform integration with the POP server,
installation, and configuration. In subsequent releases, a streamlined
installation script may be provided.
. User Evaluation
As spam analysts gain experience with the system, Labs expects to collect
feedback on functionality, ease of use, bugs, test cases, etc. in order to
improve the system.
. Support
Labs plans to have the development team perform the support function until
the SpamCheck system has been completed. After that, the Operations Systems
Laboratory has a support team and in the long term a maintenance agreement
with the OSL support team can be arranged.
. Integration
The primary integration work anticipated is with Vantive, to permit
SpamCheck to retrieve existing tickets and create a new ticket if
necessary. Integration with Vantive requires the review and approval of the
Genuity IS organization.
. Project Planning
OSL development projects use an internal software development process
called TopGun, which covers the entire software lifecycle. The purpose of
the TopGun process is to improve software quality and development
efficiency.
Page 4 of 11
SOW - Spam Fingerprinting Plan
--------------------------------------------------------------------------------
2.4. Roles and Responsibilities:
GTEDS and Genuity team will have the following roles and responsibilities
during the activities:
-------------------------------------------------------------------------------------------------------------
Responsibility
-------------------------------------------------------------------------------------------------------------
Phase Activity Primary Secondary
-------------------------------------------------------------------------------------------------------------
Project Plan Document Business Requirements Genuity
-------------------------------------------------------------------------------------------------------------
Develop and Maintain Project Plan GTEDS Genuity
-------------------------------------------------------------------------------------------------------------
Identify Team Members GTEDS Genuity
-------------------------------------------------------------------------------------------------------------
Requirements Analysis Conduct Kickoff Meeting GTEDS
-------------------------------------------------------------------------------------------------------------
Schedule System Specification Meetings GTEDS
-------------------------------------------------------------------------------------------------------------
Schedule Subject Matter Experts Genuity
-------------------------------------------------------------------------------------------------------------
Conduct System Specification Meetings GTEDS
-------------------------------------------------------------------------------------------------------------
Develop System Specification GTEDS
-------------------------------------------------------------------------------------------------------------
Review/Approve System Specification Genuity
-------------------------------------------------------------------------------------------------------------
Design Solution Develop DS GTEDS
-------------------------------------------------------------------------------------------------------------
Review/Approve DS Genuity
-------------------------------------------------------------------------------------------------------------
Program Development Develop Application GTEDS
-------------------------------------------------------------------------------------------------------------
System Testing Develop Integration/Systems Test Plan GTEDS
-------------------------------------------------------------------------------------------------------------
Conduct I/S Test GTEDS
-------------------------------------------------------------------------------------------------------------
Develop User and System Documentation GTEDS
-------------------------------------------------------------------------------------------------------------
Review/Approve User and System Documentation Genuity
-------------------------------------------------------------------------------------------------------------
User Acceptance Test Develop Acceptance Test Plan Genuity GTEDS
-------------------------------------------------------------------------------------------------------------
Develop Acceptance Test Cases Genuity
-------------------------------------------------------------------------------------------------------------
Conduct Acceptance Test Genuity GTEDS
-------------------------------------------------------------------------------------------------------------
Approve Production Implementation Schedule Genuity GTEDS
-------------------------------------------------------------------------------------------------------------
Training Train the User's Trainers GTEDS Genuity
-------------------------------------------------------------------------------------------------------------
Conduct User Training Genuity
-------------------------------------------------------------------------------------------------------------
Production Implementation Installation of Release GTEDS Genuity
-------------------------------------------------------------------------------------------------------------
2.5. Milestone Schedule:
Phase 1
We propose a delivery date of the prototype as soon as possible, but
by February 28, 2000 at the latest. The prototype has the following
limitations:
. does not perform categorization
. no automated distribution function
. may not extract all fields correctly
. the query interface will be present
. dig may not be available
. no integration with Vantive
GTEDS (through its subcontractor) has integrated a regression
testing facility and plans to collect test cases during phase 1.
Page 5 of 11
SOW - Spam Fingerprinting Plan
--------------------------------------------------------------------------------
Labs expects the review of the detailed requirements document to be
completed during phase 1. There will be user training and evaluation
sessions as needed for the prototype.
Phase 2 - Release of SpamCheck Version 1.0
Delivery dates for Phase 2 will be based upon Genuity priorities,
but will be in 2Q2000. We will attempt to provide new functionality
in incremental updates if this has advantages to Genuity and can be
accommodated by the development team.
. Version 1.0 will be a fully functional system delivered sometime
in 2Q2000 including:
. categorization
. distribution
. partial population of the regression testing facility
. the 20% special parsing/categorization cases will be deferred
based on priorities set by Genuity
Integration with Vantive is unlikely in this version.
Phase 3 - Ongoing Support, Enhancements, Upgrades and Releases
This phase will include the Vantive integration, which depends on
appropriate arrangements with Genuity IS. These arrangements will be
coordinated by Genuity CSC. We propose a 2H00 timeframe for phase 3.
We expect to do further enhancements to the system based on feedback
from users and increased number of test cases that will be run
through the system.
The schedule of enhancements, upgrades, and releases will be
mutually determined based on the priorities identified by Genuity
after requirements are finalized.
2.6. Change Control
Genuity, using the Change Control Request Form in Attachment C,
can request changes to this Statement Of Work. The form is completed by the
requesting party and submitted to the corresponding contact in the other
organization for evaluation and/or approval. If approved, the Change
Control Request Form is then sent to the Commercial Services Contract
Manager for execution.
Requests for changes received by GTEDS will be responded to with an
estimate of expense and implementation time frame within ten (10) working
days from receipt of the request.
Page 6 of 11
SOW - Spam Fingerprinting Plan
--------------------------------------------------------------------------------
2.7. Key Personnel:
The GTE Laboratories' points of contact for the SpamCheck project are
▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇▇▇▇, Program Manager
(▇▇▇) ▇▇▇-▇▇▇▇
▇▇▇▇@▇▇▇.▇▇▇ or ▇▇▇▇▇▇▇▇▇▇▇@▇▇▇.▇▇▇
▇▇▇▇ ▇▇▇▇▇▇, Manager Software Systems Infrastructure Department
(▇▇▇) ▇▇▇-▇▇▇▇
▇▇▇▇▇▇▇@▇▇▇.▇▇▇
Phase 1: 3 FTEs
Subsequent Phases: 3
This resource sizing includes full-time developers, and as needed work on
documentation (requirements, design, user, admin), support, user training,
and project management.
2.8. Program/Contract Managers:
In addition to the Program/Contact Managers named in Supplement No. 1, the
following have been named specifically for this SOW.
Title: Genuity Program Manager Title: GTEDS Program Manager
Name: ▇▇▇▇▇ ▇▇▇▇ Name:
Address: ▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇ Address:
▇▇▇▇▇▇, ▇▇▇▇▇ ▇▇▇▇▇
Telephone: 972- Telephone:
Fax: 972- Fax:
2.9. Pricing
Estimated cost of $574,864 will be charged at Time & Materials based on
5040 hours of Sr. MTS labor at $114.06/hr.
2.10. Travel
No specific travel requirements are anticipated during the timeframes
identified within this SOW. However, if travel needs do arise, GTEDS will
identify and may request authorization and approval from Genuity prior to
travel.
If approved, GTEDS may invoice Genuity for approved reimbursable travel
expenses at actual costs incurred as a result of performance under a
Statement of Work ("Reimbursable Travel Expenses") in accordance with the
Master Contract.
Page 7 of 11
SOW - Spam Fingerprinting Plan
--------------------------------------------------------------------------------
2.11. Acceptance Criteria
GTEDS will ensure that the following criteria are met in the delivered
product:
GTEDS will provide a complete and integrated design that will provide
functionality as specified in the Requirement and Conceptual Solution
Document, as of the date of the approved SOW.
GTEDS will retain documented functionality of previous Releases and SOWs
where the functionality is unchanged.
3. Special Considerations
The following items have been identified as issues that affect the delivery
of SpamCheck.
. The Vantive integration depends on coordination with IS. Labs has
performed and deployed integration with other trouble ticketing systems
(e.g., Remedy, for Genuity GNI).
. The 80-20 target is not based on quantitative testing, we may find that
there are more or less volume of special cases than anticipated
. Evolution of spammers' techniques may introduce spam cases that are
more difficult to analyze and match
Page 8 of 11
SOW - Spam Fingerprinting Plan
--------------------------------------------------------------------------------
4. Approvals:
Approval authorizes GTEDS to proceed with work as specified herein.
Genuity acknowledges and agrees that GTEDS may use affiliate(s) of GTEDS as
subcontractor(s) to perform any or all of its duties hereunder.
IN WITNESS WHEREOF, the parties have executed this Agreement on the date or
dates indicated below to be effective as of the date specified above.
GTE Data Services Incorporated Genuity Solutions Inc.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Page 9 of 11
SOW - Spam Fingerprinting Plan
--------------------------------------------------------------------------------
Attachment A - Requirement and Conceptual Solution Document
None provided
End of Attachment A
Attachment B -Acceptance Criteria
None provided
End of Attachment B
Page 10 of 11
SOW - Spam Fingerprinting Plan
--------------------------------------------------------------------------------
Attachment C -Change Control Request Form
STATEMENT OF WORK - CHANGE CONTROL REQUEST FORM
Date: Page 1
Change Request Number: ___________(To be completed by GTEDS)
Originating Organization: ______________________
Statement of Work Number: _________________ Statement of Work Effective
Date:_________
Completed by Genuity
================================================================================
Description of Change:
(The description must identify all Sections and Attachments to the SOW affected
by this change and describe the modifications for each. Use additional pages as
needed.)
Assumptions:
(Identify all assumptions that have been used in creating the above changes)
All other terms and conditions of the Statement of Work, Service Level
Agreement, and Internal Supplier Agreement or Master Agreement shall remain
unchanged and in full force and effect. Upon final execution, this Change
Request Form shall become an Amendment to the above-identified Statement of Work
for all changes noted above.
Request Form Completed By: ______________________ Date: __________________
================================================================================
================================================================================
The above requested Change (does/does not) impacts the hours, price, schedule,
or terms and conditions of the SOW, and (does/does not) increase GTEDS cost. Any
SOW impacts are listed below:
Cost/Price Impact:
(Identify all hours/cost/price changes to the Project and
Development/Implementation Plan.)
Schedule Impact:
(Identify all schedule changes for any phase/milestone/deliverable in the
Project and Development/Implementation Schedule.)
Assumptions:
(Identify all assumptions that have been used in creating the above changes)
Evaluation Completed By: ______________________ Date: __________________
================================================================================
================================================================================
Project Manager Approval: ________________________________ Date: ___________
================================================================================
End of Attachment C
Page 11 of 11
Statement of Work
Between
GTE Data Services, Inc.
And
Genuity Solutions Inc.
To Provide:
Enhancements for BART 3.0
This SOW along with all attachments hereto shall be considered GTE Data
Services Proprietary/Confidential Information
1. Management Summary
1.1. Introduction
This Statement of Work is appended to the Agreement for Transition Services
dated _______by and between Genuity Solutions Inc. ("Genuity") and GTE
Service Corporation and its affiliates and shall be governed by the terms
and conditions thereof. The services described herein shall be provided by
GTE Data Services Incorporated ("GTEDS") for a period of the earlier of the
date of completion of the work or December 31, 2000.
1.2. Executive Summary
Genuity desires to continue the ongoing development of enhancements for
network capacity planning ("BART") with GTEDS. The development, as
referenced herein in more detail, further enables Genuity to reroute
circuits owing to data traffic and bandwidth commitments. Genuity has
determined that continued development of BART involves skill sets and core
competencies currently not internally available. Moving the continuation of
BART development to another provider could delay Genuity's current business
plans. Accordingly, Genuity desires to complete the work as contained
herein within the stated time frame, and GTEDS desires to continue this
work during this transition period.
2. Scope of SOW
2.1. Scope/Objective:
Expanded failure analysis
Overview : A new version of the tool will expand failure analysis
capabilities to include the following cases of failures:
. Circuit rerouting based on bumping and bandwidth priorities
. Link (layer 1)
. Front (processor) card (layer 2)
. Node (layer 1)
. Catastrophic failure (simultaneous failures of all NE in the same
location)
Failure analysis functions
Page 1 of 9
SOW - Enhancements for BART 3.0
--------------------------------------------------------------------------------
Circuit rerouting based on bumping and bandwidth priorities
BART 2.1 restoration algorithm does not take into consideration circuit
bandwidth and bumping priorities when performing restoration of failed
circuits treating all circuits as if they have the same priorities. A new
version of the failure analysis algorithm will perform circuit rerouting
based on these priorities thus modeling Ascend restoration process
including negative bandwidth trunks for non-real time circuits with 0
bumping priority (see [1]) in a more precise manner.
Link failure analysis
The tool will study the impact of simultaneous failures of all links
between two locations. Only the links that are not SONET protected will
assume to fail. Failure of unprotected links will affect the trunks that
are routed through at least one of these links. BART will use two sources
of information to find the routes:
. TRUNK ROUTE EXCEPTION table that specifies the route directly.
. Default (minimum length route) for the trunks that are not in TRUNK
ROUTE EXCEPTION table
Simultaneous link failure will be modeled as a simultaneous failure of all
the affected trunks.
Front card failure analysis:
The tool will study the impact of front card failures on trunks as follows:
. For each slot (one-to-one correspondence is assumed between slots and
processor cards) on each switch the tool will find all trunks that are
not inter-card protected.
. Front card failure will be modeled as a simultaneous failure of all
these trunks.
Layer 1 node failure analysis:
The tool will study the impact of individual node failures. The following
cases will be considered:
a) a node is a part of a system that is not a BLSR ring. Node failure is
modeled as simultaneous failures of its adjacent links.
b) a node is a part of a BLSR ring and the node is not interconnected with
other systems. Node failure is modeled as a failure of all layer 2
switches connected to the node.
c) a node is a part a BLSR ring and the node is interconnected with another
system using matched node protected t-link. Failure of the node is
modeled as a failure of all layer 2 switches connected to the node.
d) a node is a part a BLSR ring; the node is interconnected with another
system using unprotected t-link. Modeled as a failure of all layer 2
switches connected to the node plus all trunks using unprotected t-link.
Catastrophic POP failure impact analysis:
This failure is modeled as a simultaneous failure of all switches and nodes
collocated in a given location.
SVC enhancement
Description: SVC's will necessitate additional work to support Capacity
Planning. Currently BART calculates the equivalent bandwidth of each PVC
and then uses OSPF routing to
Page 2 of 9
SOW - Enhancements for BART 3.0
--------------------------------------------------------------------------------
determine if the circuit can be routed over ATM trunks during normal and
failure situations. If PVCs are like private circuits, SVCs are like phone
calls, and the impact of SVCs on our network have to be handled like phone
calls, using projections based on historic measurements. To get historic
measurements it will be required that the billing system be able to provide
a file of information to the BART server with the following elements in
each record for each completed call;
. From/to Switch CLLI/LPort
. From/to Date/Time
. A-Z/Z-A CoS/PCR/SCR/MBS/MCR
Using the tool the user will be able to perform the following functions:
analyze SVC billing data, convert them into bandwidth equivalent PVC
circuits, and reserve equivalent bandwidth in the GNI ATM cloud for SVCs.
Reference:
[1] NavisCore ATM Configuration Guide, Priority Routing, Appendix E.
Page 3 of 9
SOW - Enhancements for BART 3.0
--------------------------------------------------------------------------------
2.2. Roles and Responsibilities:
GTEDS and Genuity team will have the following roles and responsibilities
during the activities:
-------------------------------------------------------------------------------------------------------------
Responsibility
-------------------------------------------------------------------------------------------------------------
Phase Activity Primary Secondary
-------------------------------------------------------------------------------------------------------------
Project Plan Document Business Requirements Genuity
-------------------------------------------------------------------------------------------------------------
Develop and Maintain Project Plan GTEDS Genuity
-------------------------------------------------------------------------------------------------------------
Identify Team Members GTEDS Genuity
-------------------------------------------------------------------------------------------------------------
Requirements Analysis Conduct Kickoff Meeting GTEDS
-------------------------------------------------------------------------------------------------------------
Schedule System Specification Meetings GTEDS
-------------------------------------------------------------------------------------------------------------
Schedule Subject Matter Experts Genuity
-------------------------------------------------------------------------------------------------------------
Conduct System Specification Meetings GTEDS
-------------------------------------------------------------------------------------------------------------
Develop System Specification GTEDS
-------------------------------------------------------------------------------------------------------------
Review/Approve System Specification Genuity
-------------------------------------------------------------------------------------------------------------
Design Solution Develop DS GTEDS
-------------------------------------------------------------------------------------------------------------
Review/Approve DS Genuity
-------------------------------------------------------------------------------------------------------------
Program Development Develop Application GTEDS
-------------------------------------------------------------------------------------------------------------
System Testing Develop Integration/Systems Test Plan GTEDS
-------------------------------------------------------------------------------------------------------------
Conduct I/S Test GTEDS
-------------------------------------------------------------------------------------------------------------
Develop User and System Documentation GTEDS
-------------------------------------------------------------------------------------------------------------
Review/Approve User and System Documentation Genuity
-------------------------------------------------------------------------------------------------------------
User Acceptance Test Develop Acceptance Test Plan Genuity GTEDS
-------------------------------------------------------------------------------------------------------------
Develop Acceptance Test Cases Genuity
-------------------------------------------------------------------------------------------------------------
Conduct Acceptance Test Genuity GTEDS
-------------------------------------------------------------------------------------------------------------
Approve Production Implementation Schedule Genuity GTEDS
-------------------------------------------------------------------------------------------------------------
Training Train the User's Trainers GTEDS Genuity
-------------------------------------------------------------------------------------------------------------
Conduct User Training Genuity
-------------------------------------------------------------------------------------------------------------
Production Implementation Installation of Release GTEDS Genuity
-------------------------------------------------------------------------------------------------------------
Page 4 of 9
SOW - Enhancements for BART 3.0
--------------------------------------------------------------------------------
2.3. Milestone Schedule:
------------------------------------------------------------------------------------------------------------------
Milestone Number Due Date Description
------------------------------------------------------------------------------------------------------------------
1 4/28/2000 "Expanded Failure Analysis" capabilities as detailed in the original
technical write up for BART enhancements - this contract covers the
production software development cost.
------------------------------------------------------------------------------------------------------------------
2 7/28/2000 "SVC Functionality" as detailed in the original technical write up for
BART enhancements - this contract covers the production software
development cost.
------------------------------------------------------------------------------------------------------------------
2.4. Change Control
Genuity, using the Change Control Request Form in Attachment C, can request
changes to this Statement Of Work. The form is completed by the requesting
party and submitted to the corresponding contact in the other organization
for evaluation and/or approval. If approved, the Change Control Request
Form is then sent to the Commercial Services Contract Manager for
execution.
Requests for changes received by GTEDS will be responded to with an
estimate of expense and implementation time frame within ten (10) working
days from receipt of the request.
2.5. Key Personnel
Not Applicable
2.6. Program/Contract Managers:
In addition to the Program/Contact Managers named in Supplement No. 1, the
following have been named specifically for this SOW.
Title: Genuity Program Manager Title: GTEDS Program Manager
Name: ▇▇▇▇▇ ▇▇▇▇▇▇▇▇ Name:
Address: ▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇ Address:
▇▇▇▇▇▇, ▇▇▇▇▇ ▇▇▇▇▇
Telephone: 972- Telephone:
Fax: 972- Fax:
2.7. Pricing
Estimated cost of $98,000 will be charged at Time & Materials to Genuity
based on 860 hrs. of Sr. MTS labor at $114.06/hr.
Page 5 of 9
SOW - Enhancements for BART 3.0
--------------------------------------------------------------------------------
2.8. Travel
2.8.1. No specific travel requirements are anticipated during the
timeframes identified within this SOW. However, if travel needs do arise,
GTEDS will identify and may request authorization and approval from Genuity
prior to travel.
2.8.2. If approved, GTEDS may invoice Genuity for approved reimbursable
travel expenses at actual costs incurred as a result of performance under a
Statement of Work ("Reimbursable Travel Expenses") in accordance with the
Master Contract.
2.9. Acceptance Criteria
GTEDS will ensure that the following criteria are met in the delivered
product:
. GTEDS will provide a complete and integrated design that will provide
functionality as specified in the Requirement and Conceptual Solution
Document, as of the date of the approved SOW.
. GTEDS will retain documented functionality of previous Releases and
SOWs where the functionality is unchanged.
3. Special Considerations
None
Page 6 of 9
SOW - Enhancements for BART 3.0
--------------------------------------------------------------------------------
4. Approvals:
Approval authorizes GTEDS to proceed with work as specified herein.
Genuity acknowledges and agrees that GTEDS may use affiliate(s) of GTEDS as
subcontractor(s) to perform any or all of its duties hereunder.
IN WITNESS WHEREOF, the parties have executed this Agreement on the date or
dates indicated below to be effective as of the date specified above.
GTE Data Services Incorporated Genuity Solutions Inc.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Page 7 of 9
SOW - Enhancements for BART 3.0
--------------------------------------------------------------------------------
Attachment A - Requirement and Conceptual Solution Document
None provided
End of Attachment A
Attachment B -Acceptance Criteria
None provided
End of Attachment B
Page 8 of 9
SOW - Enhancements for BART 3.0
--------------------------------------------------------------------------------
Attachment C -Change Control Request Form
STATEMENT OF WORK - CHANGE CONTROL REQUEST FORM
Date: Page 1
Change Request Number: ___________(To be completed by GTEDS)
Originating Organization: ______________________
Statement of Work Number: _________________ Statement of Work Effective
Date:_________
Completed by Genuity
--------------------------------------------------------------------------------
Description of Change:
(The description must identify all Sections and Attachments to the SOW affected
by this change and describe the modifications for each. Use additional pages as
needed.)
Assumptions:
(Identify all assumptions that have been used in creating the above changes)
All other terms and conditions of the Statement of Work, Service Level
Agreement, and Internal Supplier Agreement or Master Agreement shall remain
unchanged and in full force and effect. Upon final execution, this Change
Request Form shall become an Amendment to the above-identified Statement of Work
for all changes noted above.
Request Form Completed By: ______________________ Date: __________________
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
The above requested Change (does/does not) impacts the hours, price, schedule,
or terms and conditions of the SOW, and (does/does not) increase GTEDS cost. Any
SOW impacts are listed below:
Cost/Price Impact:
(Identify all hours/cost/price changes to the Project and
Development/Implementation Plan.)
Schedule Impact:
(Identify all schedule changes for any phase/milestone/deliverable in the
Project and Development/Implementation Schedule.)
Assumptions:
(Identify all assumptions that have been used in creating the above changes)
Evaluation Completed By: ______________________ Date: __________________
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Project Manager Approval: _____________________________ Date: __________________
--------------------------------------------------------------------------------
End of Attachment C
Page 9 of 9
SOW - SCPT Production Deployment
--------------------------------------------------------------------------------
Statement of Work
Between
GTE Data Services, Inc.
And
Genuity Solutions Inc.
To Provide:
SCPT Production Deployment
This SOW along with all attachments hereto shall be considered GTE Data
Services Proprietary/Confidential Information
1. Management Summary
1.1. Introduction
This Statement of Work is appended to the Agreement for Transition Services
dated _______by and between Genuity Solutions Inc. ("Genuity") and GTE
Service Corporation and its affiliates and shall be governed by the terms
and conditions thereof. The services described herein shall be provided by
GTE Data Services Incorporated ("GTEDS") for a period of the earlier of the
date of completion of the work or December 31, 2000.
1.2. Executive Summary
Genuity desires to continue the ongoing deployment of a network routing
simulation ("IP Modeling") solution with GTEDS. The deployment, as
referenced herein in more detail, further enables Genuity to simulate
network routing to obtain need data to better understand their network
operations. Genuity has determined deployment of such a solution involves
skill sets and core competencies currently not internally available. Using
another provider for the deployment of the IP Modeling solution could delay
Genuity's current business plans. Accordingly, Genuity desires to complete
the work as contained herein within the stated time frame, and GTEDS
desires to continue this work during this transition period.
2. Scope of Work
2.1. New Functionality
2.1.1 Data processing and import/export capabilities to support ▇▇▇▇▇
▇▇▇▇▇▇▇'▇ demand routing simulation and to perform required computations
for the subsequent "Network Segment Fill Analysis".
2.1.2 Analyze, design, and develop Demand Segmentation features. (Ref: GNI
CP requirements DF28, DF15, DF16, DF18, DF19, and DF21) The goal of these
requirements is to automatically process each raw demand into pieces for
layers 1A, 1B, and/or 2, and to provide appropriate homing arrangements.
Page 1 of 8
SOW - SCPT Production Deployment
--------------------------------------------------------------------------------
2.1.3 WCDR/CODA mapping and reconciliation. (This is to update demand and
circuit status.)
2.2. Enhance Database Capabilities
2.2.1 Design and develop capabilities to ensure upgradability and
continuity in production DB.
(This ensures that as new features are added to the tool and the db schema
is changed, we can keep track of what db is being used currently and how to
migrate it to the new db)
2.2.2 Develop the capability to extract demand data from one DB and merge
into another DB.
(This will allow planners to work with local versions for independent
analysis and then provide capability to merge the shared data, with
appropriately defined rules for the merging and updating)
2.2.3 Provide Activity Logging feature for every major user edit (e.g.,
creating a new system, deleting a circuit). More data export capabilities.
Data will not be locked in a closed system.
2.3. Enhance Deployment Platform and Performance
2.3.1 Upgrade PowerBuilder and Sybase runtime engines to enable web
interface in the future.
2.3.2 Performance enhancements will be handled in future phases.
2.4. Data Population
2.4.1 Update baseline network, physical inventory, and capacity demand in
SCPT database.
2.5. Testing, Documentation and Support
2.5.1 Testing and fixing before the rollout.
2.5.2 User Guide, training material, and online help.
2.5.3 On-site training.
2.5.4 Support throughout the year 2000 to add minor enhancements and fix
bugs.
Page 2 of 8
SOW - SCPT Production Deployment
--------------------------------------------------------------------------------
2.6. Roles and Responsibilities:
GTEDS and Genuity team will have the following roles and responsibilities
during the activities:
-------------------------------------------------------------------------------------------------------------
Responsibility
-------------------------------------------------------------------------------------------------------------
Phase Activity Primary Secondary
-------------------------------------------------------------------------------------------------------------
Project Plan Document Business Requirements Genuity
-------------------------------------------------------------------------------------------------------------
Develop and Maintain Project Plan GTEDS Genuity
-------------------------------------------------------------------------------------------------------------
Identify Team Members GTEDS Genuity
-------------------------------------------------------------------------------------------------------------
Requirements Analysis Conduct Kickoff Meeting GTEDS
-------------------------------------------------------------------------------------------------------------
Schedule System Specification Meetings GTEDS
-------------------------------------------------------------------------------------------------------------
Schedule Subject Matter Experts Genuity
-------------------------------------------------------------------------------------------------------------
Conduct System Specification Meetings GTEDS
-------------------------------------------------------------------------------------------------------------
Develop System Specification GTEDS
-------------------------------------------------------------------------------------------------------------
Review/Approve System Specification Genuity
-------------------------------------------------------------------------------------------------------------
Design Solution Develop DS GTEDS
-------------------------------------------------------------------------------------------------------------
Review/Approve DS Genuity
-------------------------------------------------------------------------------------------------------------
Program Development Develop Application GTEDS
-------------------------------------------------------------------------------------------------------------
System Testing Develop Integration/Systems Test Plan GTEDS
-------------------------------------------------------------------------------------------------------------
Conduct I/S Test GTEDS
-------------------------------------------------------------------------------------------------------------
Develop User and System Documentation GTEDS
-------------------------------------------------------------------------------------------------------------
Review/Approve User and System Documentation Genuity
-------------------------------------------------------------------------------------------------------------
User Acceptance Test Develop Acceptance Test Plan Genuity GTEDS
-------------------------------------------------------------------------------------------------------------
Develop Acceptance Test Cases Genuity
-------------------------------------------------------------------------------------------------------------
Conduct Acceptance Test Genuity GTEDS
-------------------------------------------------------------------------------------------------------------
Approve Production Implementation Schedule Genuity GTEDS
-------------------------------------------------------------------------------------------------------------
Training Train the User's Trainers GTEDS Genuity
-------------------------------------------------------------------------------------------------------------
Conduct User Training Genuity
-------------------------------------------------------------------------------------------------------------
Production Implementation Installation of Release GTEDS Genuity
-------------------------------------------------------------------------------------------------------------
Page 3 of 8
SOW - SCPT Production Deployment
--------------------------------------------------------------------------------
2.7. Milestone Schedule:
--------------------------------------------------------------------------------------------------------------------
Number Date of Completion Description
--------------------------------------------------------------------------------------------------------------------
1 04/26/2000 Delivery of phase 1 for testing/ The features
include new routing and demand segmentation
features, new db capabilities, and documentation.
--------------------------------------------------------------------------------------------------------------------
2 05/26/2000 Support for UAT and modifications of software to
fix bugs, minor changes, etc.
--------------------------------------------------------------------------------------------------------------------
3 06/2000-09/2000 Analysis and design phases for automated methods
to update baseline network description and
inventory data. In Phase 1 this is a manual step
but automated methods will be critical to ensure
accuracy of the baseline network picture in
SCPT. The work would include analysis of date
interface capabilities to bring system
configuration and connectivity information from
Nortel's Data Mining/ SONET Planner Tool to
SCPT, as well as the possibility of a data feed
from Smallworld Design and evaluate methods to
make relevant capacity information easily
accessible to others parts of the organization.
This would include web-enabled
information/report publishing and sharing.
--------------------------------------------------------------------------------------------------------------------
4 10/2000-12/2000 Analysis of modeling requirements to accommodate
DWDM planning and circuit provisioning directly
on DWDM layer.
. Changes required to SCPT design and data
model to support circuit routing on SONET
protection channels, for example ATM
circuits routed over SONET protection
capacity.
. Assessment of the potential methods and
benefits of integrating SCPT with BART
(see BART write-up above).
. Analysis and design of data interface
capabilities to bring network usage
data from TBS to SCPT.
. More advanced demand routing algorithms
that focus on load balancing, or other
criteria.
--------------------------------------------------------------------------------------------------------------------
2.8. Change Control
Genuity, using the Change Control Request Form in Attachment C, can request
changes to this Statement Of Work. The form is completed by the requesting
party and submitted to the corresponding contact in the other organization
for evaluation and/or approval. If approved, the Change Control Request
Form is then sent to the Commercial Services Contract Manager for
execution.
Requests for changes received by GTEDS will be responded to with an
estimate of expense and implementation time frame within ten (10) working
days from receipt of the request.
2.9. Key Personnel
Not Applicable
Page 4 of 8
SOW - SCPT Production Deployment
--------------------------------------------------------------------------------
2.10. Program/Contract Managers:
In addition to the Program/Contact Managers named in Supplement No. 1, the
following have been named specifically for this SOW.
Title: Genuity Program Manager Title: GTEDS Program Manager
Name: ▇▇▇▇▇ ▇▇▇▇ Name:
Address: ▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇ Address:
▇▇▇▇▇▇, ▇▇▇▇▇ ▇▇▇▇▇
Telephone: 972- Telephone:
Fax: 972- Fax:
2.11. Pricing
Estimated cost of $395,000 will be charged at Time & Materials to Genuity
based on 3463 hours of Sr. MTS Labor at $114.06/hr.
2.12. Travel
2.12.1 No specific travel requirements are anticipated during the
timeframes identified within this SOW. However, if travel needs do arise,
GTEDS will identify and may request authorization and approval from Genuity
prior to travel.
2.12.2 If approved, GTEDS may invoice Genuity for approved reimbursable
travel expenses at actual costs incurred as a result of performance under a
Statement of Work ("Reimbursable Travel Expenses") in accordance with the
Master Contract.
2.13. Acceptance Criteria
GTEDS will ensure that the following criteria are met in the delivered
product:
GTEDS will provide a complete and integrated design that will provide
functionality as specified in the Requirement and Conceptual Solution
Document, as of the date of the approved SOW.
GTEDS will retain documented functionality of previous Releases and SOWs
where the functionality is unchanged.
3. Special Considerations
None
Page 5 of 8
SOW - SCPT Production Deployment
--------------------------------------------------------------------------------
4. Approvals:
Approval authorizes GTEDS to proceed with work as specified herein.
Genuity acknowledges and agrees that GTEDS may use affiliate(s) of GTEDS as
subcontractor(s) to perform any or all of its duties hereunder.
IN WITNESS WHEREOF, the parties have executed this Agreement on the date or
dates indicated below to be effective as of the date specified above.
GTE Data Services Incorporated Genuity Solutions Inc.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Page 6 of 8
SOW - SCPT Production Deployment
--------------------------------------------------------------------------------
Attachment A - Requirement and Conceptual Solution Document
None provided
End of Attachment A
Attachment B - Acceptance Criteria
None provided
End of Attachment B
Page 7 of 8
SOW - SCPT Production Deployment
--------------------------------------------------------------------------------
Attachment C -Change Control Request Form
STATEMENT OF WORK - CHANGE CONTROL REQUEST FORM
Date: Page 1
Change Request Number: ___________(To be completed by GTEDS)
Originating Organization: ___________________
Statement of Work Number: _____________ Statement of Work Effective
Date:_________
Completed by Genuity
Description of Change:
(The description must identify all Sections and Attachments to the SOW affected
by this change and describe the modifications for each. Use additional pages as
needed.)
Assumptions:
(Identify all assumptions that have been used in creating the above changes)
All other terms and conditions of the Statement of Work, Service Level
Agreement, and Internal Supplier Agreement or Master Agreement shall remain
unchanged and in full force and effect. Upon final execution, this Change
Request Form shall become an Amendment to the above-identified Statement of Work
for all changes noted above.
Request Form Completed By: ______________________ Date: __________________
The above requested Change (does/does not) impacts the hours, price, schedule,
or terms and conditions of the SOW, and (does/does not) increase GTEDS cost. Any
SOW impacts are listed below:
Cost/Price Impact:
(Identify all hours/cost/price changes to the Project and
Development/Implementation Plan.)
Schedule Impact:
(Identify all schedule changes for any phase/milestone/deliverable in the
Project and Development/Implementation Schedule.)
Assumptions:
(Identify all assumptions that have been used in creating the above changes)
Evaluation Completed By: ______________________ Date: __________________
Project Manager Approval: _____________________________ Date: _______________
___________________
End of Attachment C
Page 8 of 8
Statement of Work Between
GTE Data Services, Incorporated and Genuity Solutions Inc.
To Provide Continuing Operations Support for SAP R/3
1.0 Management Summary
This Statement of Work is appended to the Agreement for IT Transition Services
("Agreement" dated________by and between Genuity Solutions Inc. and GTE Service
Corporation and its affiliates and shall be governed by the terms and conditions
thereof. The services described herein shall be provided by GTE Data Services
Incorporated for a period of twelve months effective upon the Effective Date of
the IT Transition Services Agreement. This Statement of Work may not be renewed.
Genuity uses an integrated system (SAP R3), for a major portion of its Capital
Planning, Project Planning, General Accounting, Managerial Accounting, Purchase
Order Management and Asset Management business processes. This system and its
associated data processing are supported by GTEDS. Genuity believes that in
order to continue its regular business operations in the initial post merger
environment that they will require the continued use of this system on an
interim basis.
1.1 Introduction
This Statement of Work (SOW) outlines the tasks required for GTEDS to support
Genuity.
GTEDS shall perform in accordance with this Statement Of Work.
1.2 Scope Of Work
SAP R/3
Support and maintenance services are provided by GTEDS to provide
transition services and continuing operations for Genuity. The support and
maintenance services include:
. Maintaining five (5) hardware and software environment(s)--(Note:
development and test environments are shared resources, within
the common development framework)
. SAP R/3 Basis
. Availability Management
. Information Security Management
. Application Security
. Custom Code Maintenance
. Interface/Outerface Application Support
. Disaster Recovery Planning
. Providing requested periodic reporting of effort and/or
performance against service levels
This SOW provides access to the following standard SAP R/3 modules:
. FI - Financial Accounting
. TR - Treasury
. CO - Controlling
Page 1 of 12
. EC - Enterprise Controlling
. IM- Investment Management
. PP - Production Planning
. MM - Materials Management
. PM - Plant Maintenance and Service Management
. QM - Quality Management
. PS - Project Systems
. SD - Sales and Distribution
. HR - Human Resources Management
New Dimension SAP products such as, but not limited to, BW - Business
Information Warehouse, APO - Advanced Planner and Optimizer and B2B -
Business-to-Business Procurement are not included in the base software
license agreement.
Attachment A provides detailed descriptions of each module as provided
by SAP.
Genuity specific implementation of the available base SAP R/3 software is
detailed in Genuity Version 1.0 as documented in the ARIS model located in
Attachment B.
1.3 Contract Type
This contract has four components. The first component is for the hardware
and data center infrastructure and is a fixed price component. The second
component covers production support and is a fixed price per seat per
month. The third component covers the enhanced services selected by Genuity
and these will be billed on a time and materials basis. The last component
provides access to GTE mainframe processing and is billed on a usage basis.
Page 2 of 12
1.4 GTEDS Responsibilities
----------------------------------------------------------------------------------------------------------
Service Category Service Descriptions Service Descriptions
----------------------------------------------------------------------------------------------------------
SAP R/3 Basis SAP Application/System Monitoring Standard
--------------------------------------------------------------------------
SAP Basis Technical Support Standard
--------------------------------------------------------------------------
SAP Basis Operations Standard
--------------------------------------------------------------------------
SAP Configuration Management Standard
--------------------------------------------------------------------------
Auxillary Tool Support Enhanced
--------------------------------------------------------------------------
SAP Application Upgrades Enhanced
----------------------------------------------------------------------------------------------------------
Availability Management Change Management Standard
--------------------------------------------------------------------------
Help Desk Standard
--------------------------------------------------------------------------
Crisis Management Standard
--------------------------------------------------------------------------
Problem Management Standard
----------------------------------------------------------------------------------------------------------
Application Security SAP Security Maintenance Enhanced
--------------------------------------------------------------------------
Access Administration Standard
----------------------------------------------------------------------------------------------------------
Custom Code Maintenance Code Maintenance Enhanced
--------------------------------------------------------------------------
Configuration Management Enhanced
--------------------------------------------------------------------------
Distribution/Installation Enhanced
----------------------------------------------------------------------------------------------------------
Interface/Outerface Support/Scheduling/Coordination Enhanced
--------------------------------------------------------------------------
Application Support Application Recovery/Reruns Enhanced
----------------------------------------------------------------------------------------------------------
Disaster Recovery Data Processing Recovery Enhanced
Planning
----------------------------------------------------------------------------------------------------------
Graphical User Configure and prepare SAP GUI for Standard
Interface (GUI) standard/common desktop.
--------------------------------------------------------------------------
Configure and prepare SAP GUI for Enhanced
non-standard desktop software packages
----------------------------------------------------------------------------------------------------------
Standard services are included the Production Support fees as described in
part two of Section 2.1 below. Enhanced services include SAP support above
the basic application Production Support. The Enhanced Services and the
corresponding estimated hours for these services are outlined in part three
of Section 2.1.
1.5 Genuity Responsibilities
. Genuity workstation desktop support
. SAP GUI (Graphical User Interface) deployment to end users
. Desktop application interoperability testing
. Functional Subject Matter Expert Support
. Reporting incidents to the National SAP Support Center
. Performing user acceptance testing
. A representative of the customer is required to be available to GTEDS
when GTEDS is performing services, whether those services are being
performed via telephone or at the customer's site.
. Disaster Recovery - Business Recovery Plans
Page 3 of 12
1.6 Key Personnel
GTEDS shall assign the following Key Personnel to participate on this
Statement Of Work.
To be provided upon request.
1.7 Travel
The following travel requirements are required for this SOW.
Travel requirements are on a time and material basis per Genuity
request.
1.8 Software License Conditions
Any license transfer fees incurred by GTEDS on behalf of Genuity will be
billed separately from this Statement of Work. Genuity is responsible for
ensuring logon ids are not shared between multiple users. If multiple users
are detected through system monitoring procedures, the additional users
will be counted as named users and Genuity will be billed for this usage.
1.9 Contacts
Title: Genuity Project Manager
Name:
Address:
Telephone:
Fax:
Title: GTEDS Account Manager
Name:
Address:
Telephone:
Fax:
1.10 Reporting Requirements
------------------------------------------------------------------------------------------------------------
Frequency Report Review
------------------------------------------------------------------------------------------------------------
On Demand % Production Incidents Installed
on Time
------------------------------------------------------------------------------------------------------------
When an Outage is Resolved Root Cause Notification Email PostMortem Review
(If Outage is more than 2 hours)
------------------------------------------------------------------------------------------------------------
Monthly Performance Metrics Management Review
------------------------------------------------------------------------------------------------------------
Each of the reports and reviews listed in the table is defined in the
attached Service Level Agreement.
Page 4 of 12
1.11 Special Considerations
Monthly Performance Meetings
----------------------------
National SAP Support Center and Genuity will attend a planned monthly
Performance Review meeting with Commercial Services Account Management. The
primary purpose of these meetings will be review the monthly reporting
package and discuss account status.
The objectives of the meeting will include, but not be limited to:
. Review of reporting package
. Forecast of customer workload
. General Issues
Addition Of New Solution Environments
-------------------------------------
If there are significant changes in processing requirements or customer
environments, the measurements contained in this Statement Of Work are
subject to revision based on mutual agreement of GTEDS and Genuity. When a
new solution configuration environment is added, its performance will be
tracked, but not included in the rating mix until the system has been
running in production for two (2) months and support documentation has been
provided by the Genuity to GTEDS.
2.0 Compensation Authorization
2.1 Compensation Terms
The monthly ▇▇▇▇▇▇▇▇ for this SOW will consist of four parts.
Part 1 - Data Center Infrastructure -The funding authorized for this
portion of the Statement of Work is a total price for the hardware and data
center infrastructure (a.k.a. AM/FM). The hardware and infrastructure have
been established to support a range of users between 700 - 1,000
(consistent with current usage patterns). Genuity has also chosen to add
two optional hardware configurations to the base support, high availability
and disaster recovery. The total support is comparable to the existing
services received today and is consistent with the current service level
agreement. This portion will be billed on a monthly basis of $149,042.
Page 5 of 12
Part 2 - Production Support -The funding authorized for the production
support portion of the Statement of Work is defined below at a per seat per
month rate with volume discounts applied. Payment will be made based on the
average number of SAP Named Users during each month.
------------------------------------------------------------------------
Number of Named Users Monthly Price Per Seat
------------------------------------------------------------------------
less than 50 $819.00
------------------------------------------------------------------------
51-100 $472.00
------------------------------------------------------------------------
101-150 $336.00
------------------------------------------------------------------------
151-200 $285.00
------------------------------------------------------------------------
201-300 $234.00
------------------------------------------------------------------------
301-400 $209.00
------------------------------------------------------------------------
401-500 $193.00
------------------------------------------------------------------------
501-600 $183.00
------------------------------------------------------------------------
601-700 $176.00
------------------------------------------------------------------------
701-800 $170.00
------------------------------------------------------------------------
801-900 $166.00
------------------------------------------------------------------------
901-1000 $163.00
------------------------------------------------------------------------
1001-1100 $160.00
------------------------------------------------------------------------
1101-1200 $157.00
------------------------------------------------------------------------
1201-1300 $156.00
------------------------------------------------------------------------
1301-1400 $154.00
------------------------------------------------------------------------
1401-1500 $152.00
------------------------------------------------------------------------
1501-2000 $147.00
------------------------------------------------------------------------
Page 6 of 12
Part 3 -Enhanced Services - The funding authorized for the enhanced
services in this Statement of Work is defined below at the rates per hour
listed in the Information Technology Services Agreement and consist of the
following estimates to support Genuity Version 1.0 as documented in the
ARIS models. These estimates are based on current levels of support and are
consistent with the Service Level Agreements. GTEDS will determine the mix
of resources required to complete required tasks.
---------------------------------------------------------------------
Area of Authorized Hours (average
Responsibility per month during each 12
month period)
---------------------------------------------------------------------
Disaster Recovery 15
Planning
---------------------------------------------------------------------
Auxiliary Tool Support 39
---------------------------------------------------------------------
Application Security 119
Profile Maintenance
and Updates
---------------------------------------------------------------------
Maintenance of Custom 349
built software
---------------------------------------------------------------------
Interface/Outerface 191
Application Support
---------------------------------------------------------------------
Functional Configuration 221
Support and Maintenance
---------------------------------------------------------------------
National Finance Systems 83
Support for Integrated
Schedules
---------------------------------------------------------------------
National Finance Systems 225
Support for Master Data
Table Updates and
Maintenance
---------------------------------------------------------------------
User Location 18
Maintenance for On-Line
SLA Monitoring
---------------------------------------------------------------------
AD Hoc and Minor 160
Enhancement Support
---------------------------------------------------------------------
Configure and prepare 10
SAP GUI for non-standard
desktop software packages
---------------------------------------------------------------------
Part 4 -Mainframe Processing Charges - The funding authorized for mainframe
processing services for interfaces and outerfaces in this Statement of Work
will be billed at the rates listed in the Information Technology Services
Agreement. Mainframe processing costs are based on usage of mainframe
components including but not limited to CPU, Tape, and Disk Access.
Page 7 of 12
2.1.1 Monthly Costs
The following estimated summarized monthly prices are based on the
current 800 seats estimated by Genuity and the monthly estimates for
enhanced services:
------------------------------------------------------------
Total Price per Month
------------------------------------------------------------
Part 1 - Data Center Infrastructure 149,042
------------------------------------------------------------
Part 2 - Production Support 137,598
------------------------------------------------------------
Part 3 - Enhanced Services 183,165
------------------------------------------------------------
Part 4 - Mainframe Services 1,000
------------------------------------------------------------
Estimated Total $470,805
------------------------------------------------------------
If Genuity elects to use GTEDS Hardware to operate and run Genuity
Provided Software pursuant to a Statement of Work, Genuity shall obtain
all licenses necessary for use of such software, pay any associated fees
negotiated with GTEDS for running such software for Genuity and pay any
costs related to obtaining required consents needed by GTEDS to use such
software for Genuity's benefit. Genuity shall be responsible for all
costs associated with Genuity provided third party software. The
estimated license fee(s) are to be determined.
3.0 Service Level
GTEDS will perform the services requested in the Statement Of Work with
the intention of meeting the service level objectives for the Production
SAP R/3 system as outlined in the SAP R/3 Service Level Agreement
attached to the Information Technology Services Agreement. GTEDS will
provide monthly reporting against each service level to Genuity. Each
service level will have a target range of performance. These terms are
defined as follows:
Goal - Grade of service that GTEDS will be striving for
Target - Grade of service that should initially be expected
Baseline - Grade of service that will require investigation, an
action plan and improvement to at least the target level.
If GTEDS's performance falls to the baseline more than two (2)
consecutive months or two months in the previous six (6) months, GTEDS
will, as part of the standard service offering, conduct an investigation
into cause of the service problem. GTEDS will present Genuity with an
action plan within in thirty (30) days that corrects GTEDS' performance
to the target level. Correction to the target must be completed within
thirty (30) days after the plan is presented and mutually agreed to.
Page 8 of 12
4.0 APPROVALS
IN WITNESS WHEREOF, the parties have executed this Agreement on the date or
dates indicated below to be effective as of the date specified below.
GTE Data Services, Incorporated Genuity SOLUTIONS Inc.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Approval authorizes GTEDS to proceed with performing and scheduling the work.
Page 9 of 12
Attachment A - SAP R/3 Base Software Module Descriptions
. FI - Financial Accounting
Collects all the data in your company relevant to accounting,
providing complete documentation and comprehensive information,
and is at the same time an up-to-the-minute basis for enterprise-
wide control and planning.
. TR - Treasury
A complete solution for efficient financial management that
ensures the liquidity of your company worldwide, structures
financial assets profitably, and minimizes risks.
. CO - Controlling
A complete array of compatible planning and control instruments
for company-wide controlling systems, with a uniform reporting
system for coordinating the contents and procedures of your
company's internal processes.
. EC - Enterprise Controlling
Continuously monitors your company's success factors and
performance indicators on the basis of specially prepared
management information.
. IM - Investment Management
Offers integrated management and processing of investment
measures and projects from planning to settlement, including pre-
investment analysis and depreciation simulation.
. PP - Production Planning
Provides comprehensive processes for all types of manufacturing:
from repetitive, make-to-order, and assemble-to-order production,
through process, lot and make-to-stock manufacturing, to
integrated supply chain management with functions for extended
MPR II and electronic kanban, plus optional interfaces to PDC,
process control systems, CAD, and PDM.
. MM - Materials Management
Optimizes all purchasing processes with workflow-driven
processing functions, enables automated supplier evaluation,
lowers procurement and warehousing costs with accurate inventory
and warehouse management, and integrates invoice verification.
. PM - Plant Maintenance and Service Management
Provides planning, control, and processing of scheduled
maintenance, inspection, damage-related maintenance, and service
management to ensure availability of operational systems,
including plants and equipment delivered to customers.
. QM - Quality Management
Monitors, captures, and manages all processes relevant to your
quality assurance along the entire supply chain, coordinates
inspection processing, initiates corrective measures, and
integrates laboratory information systems.
. PS - Project Systems
Coordinates and controls all phases of a project, in direct
cooperation with Purchasing and Controlling, from quotation to
design and approval, to resource management and cost settlement.
Page 10 of 12
. SD - Sales and Distribution
Actively supports sales and distribution activities with
outstanding functions for pricing, prompt order processing, and
on-time delivery, interactive multilevel variant configuration,
and a direct interface to Profitability Analysis and Production.
. HR - Human Resources Management
Provides solutions for planning and managing your company's human
resources, using integrated applications that cover all personnel
management tasks and help simplify and speed the processes.
Page 11 of 12
Attachment B - Genuity Version 1.0
ARIS model documentation to be supplied upon request.
Page 12 of 12
Service Level Agreement Between GTE Data Services, Incorporated and
Genuity Solutions Inc. for SAP R/3
1. Introduction
This Service Level Agreement (SLA) GTI00200 is appended to the
Agreement for IT Transition Services dated ____________________,
2000, by and between GTE Service Corporation and its affiliates,
and Genuity Solutions Inc. ("Genuity"), and shall be governed by
the terms and conditions thereof. The services referenced herein
shall be provided by GTE Data Services Incorporated ("GTEDS").
The primary focus of this Service Level Agreement is to identify
the level of support to be provided by GTEDS for continuing
operations of the existing SAP R/3 applications.
2. Scope of Agreement
Genuity will execute one or more Statement(s) Of Work (SOW), to
which GTEDS shall have the responsibilities listed below. For
purposes of this agreement, Genuity may issue an Authorization To
Proceed prior to, or instead of, a Statement Of Work. All
references to a Statement Of Work will also apply to an
Authorization To Proceed.
The scope of work to be performed, the Deliverables and services
to be provided shall be determined in such Statement(s) Of Work,
including all attachments thereto. Each Statement Of Work that
refers to this Agreement shall be deemed a separate agreement
that incorporates the terms and conditions of this Agreement by
reference. All references in this Agreement to a Statement Of
Work shall refer to such documents. GTEDS and Genuity shall
strictly observe the requirements of the Statement(s) Of Work in
all respects.
Page 1 of 27
3. GTEDS Responsibility
GTEDS is responsible for the support of SAP R/3 for Genuity for
the services listed below. Detailed descriptions of each service
are included in the Appendix A.
This SLA applies only to the production environment unless
otherwise specified.
-------------------------- -------------------------------------
Service Category Services
-------------------------- -------------------------------------
SAP R/3 Basis SAP Application/System Monitoring
-------------------------------------
SAP Basis Technical Support
-------------------------------------
SAP Basis Operations
-------------------------------------
SAP Configuration Management
-------------------------------------
Auxillary Tool Support
-------------------------------------
SAP Application Upgrades
----------------------------------------------------------------
Availability Management Change Management
-------------------------------------
Help Desk
-------------------------------------
Crisis Management
-------------------------------------
Problem Management
----------------------------------------------------------------
Application Security SAP Security Maintenance
-------------------------- -------------------------------------
Access Administration
----------------------------------------------------------------
Custom Code Maintenance Code Maintenance
-------------------------------------
Configuration Management
-------------------------------------
Distribution/Installation
-------------------------------------
Application Maintenance
----------------------------------------------------------------
Interface/Outerface Support/Scheduling/Coordination
-------------------------------------
Application Support Application Recovery/Reruns
----------------------------------------------------------------
Disaster Recovery Data Processing Recovery
Planning
----------------------------------------------------------------
Graphical User Interface Configuration Management of Standard
(GUI) GUI
----------------------------------------------------------------
Page 2 of 27
4. Genuity Responsibility
Genuity is responsible for the following services:
. Genuity workstation desktop support
. SAP GUI (Graphical User Interface) deployment to end
users
. Desktop application interoperability testing
. Functional Subject Matter Expert Support
. Reporting incidents to the National SAP Support Center
. Performing user acceptance testing
. A representative of the customer is required to be
available to GTEDS when GTEDS is performing services,
whether those services are being performed via
telephone or at the customer's site.
. Disaster Recovery - Business Recovery Plans
Detailed descriptions of the relationship of each service with
the services provided by GTEDS are included in Appendix B.
5. Problem Reporting and Management
5.1 Problem Reporting Procedures
The Genuity telephones the National SAP Support Center (NSSC) at
(▇▇▇) ▇▇▇-▇▇▇▇ to report all problems. The NSSC provides support
Monday through Friday from 07:00 to 19:00 Central Time except for
GTE defined holidays. All problems reported are documented in the
standard trouble-tracking tool, INFOMAN.
After hours, weekends and holidays calls are routed to the GTE
National Support Center (NSC) for first level problem resolution
and dispatch if necessary. All calls are documented in the
standard trouble-tracking tool, INFOMAN. Upon receiving the call,
the NSC records the problem and begins troubleshooting based on
the severity level as shown in the table below.
The NSC tries to resolve problems on first touch. If the NSC
dispatches a problem to another support provider, it nevertheless
continues to manage the problem until it is resolved. The support
group responding to the problem will negotiate a resolve-by date
and time. Elapsed repair time begins when a problem is reported
to GTE NSC and ends when it is resolved.
The goal of the GTE NSC is to answer business partner calls as
quickly as possible and to resolve as many problems as possible
at the NSC level. Responsiveness is measured by the Automated
Call Distribution (ACD) system. Monthly reports are available
upon request.
5.2 Response to Problem/Severity Codes
All problems reported by SAP R/3 users or support personnel will
be logged into the problem tracking system and will be identified
as incidents. Severity Levels for all problems/incidents will be
established by the problem reporter based upon business
requirement demands. The following table outlines support
response guidelines by severity level:
Page 3 of 27
------------------------------------------------------------------------------------------------
Customer Contact Guidelines
------------------------------------------------------------------------------------------------
Severity Description Response
------------------ -------------------------------- --------------------------------------------
Critical High impact to business Contact reporter/business partner within
partners, revenue or end 30 minutes for negotiation of repair
users; work-around commitment time. (See Note)
may be in place but
is not sustainable.
------------------ -------------------------------- --------------------------------------------
Non-Critical Medium or low impact to Contact reporter/business partner within
business partners, revenue or 4 business hours for negotiation of repair
users; work-around may be end commitment time.
in place.
------------------------------------------------------------------------------------------------
Note: During the initial investigation of a critical problem,
helpdesk support staff may be responsible for contacting the user
to acknowledge SAP support is working the issue.
Automated escalation timeframes are defined and managed in the
GTE Trouble System Contact DataBase (TSCDB). If the primary on-
call person does not respond to a page in 30 minutes, he is paged
a second time, and a 15-minute wait period takes place. If there
is no response, the secondary on-call support person gets paged
similarly twice, at 15-minute intervals. If there is still no
response, the SAP Crisis Manager will be contacted. At any time,
the business partner can manually escalate a problem by calling
the NSC.
5.3 IR Resolution/Customer Commitment Dates
When an Incident Report (IR) is submitted, the SAP support team
will contact the customer according to the requirements outlined
in section 5.2. Customer commitment dates for IR resolution will
be negotiated using the following guidelines:
------------------------------------------------------------------------------------------------
IR Commitment Timeframes
------------------------------------------------------------------------------------------------
Severity Description Response
------------------- ------------------------------ ---------------------------------------------
Level 1 Critical Production Incident Immediate Action. Resolution required
Production system is before other IRs are addressed.
non-operational or has the
potential to become . Support will be beeped
non-operational, e.g.,
Application failure, system . Customer Management will be
crash; high impact to notified via pager within one hour of
business partners, revenue, problem identification
or end users.
. Deliver fix (es) or provide work
around within 24 hours
. These incidents will be unit tested
. GTE will immediately assign all
relevant resources
GTE will use its reasonable best efforts
to pursue resolution of the problem
including working beyond normal business
hours
------------------- ------------------------------ ---------------------------------------------
Level 2 Severe Production Incident Resolve after all level 1 incidents.
System is not down, Severe Generally will not be transported before
problem impacting tasks, no the next scheduled window
work around is known.
. Non-critical - No Beep
------------------- ------------------------------ ---------------------------------------------
Page 4 of 27
------------------------------------------------------------------------------------------------
IR Commitment Timeframes
------------------------------------------------------------------------------------------------
Severity Description Responses
------------------------------------------------------------------------------------------------
------------------- ------------------------------ ---------------------------------------------
. Resolution is due within 5
business days.
. Incidents will be unit tested
------------------- ------------------------------ ---------------------------------------------
Level 3 Minor Production Incident Resolve after all level 2 incidents.
System is not down, Serious Generally will be scheduled with a package
problem impacting tasks, release
work around is known.
. Non-critical - No Beep
. Resolution is due to within
negotiated date. (Due date is
determined by scope of work, cutoff,
and shipment prep time)
. Incidents will be unit tested
------------------- ------------------------------ ---------------------------------------------
▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇▇▇▇▇▇▇ Delivery is planned for an enhancement or
incident release based on customer-assigned
Cosmetic problem, does not priority and resource availability.
affect system capability.
. Non-critical - No Beep
. Resolution is due to within
negotiated date. (Due date is
determined by scope of work, cutoff,
and shipment prep time)
. Incidents will be unit tested
------------------- ------------------------------ ---------------------------------------------
6. Disaster Recovery
Disaster recovery planning is intended to protect a company's
business processes during an extended period of system
unavailability. Under the terms of this service level, the
Genuity SAP R/3 system will be recovered at the hotsite within 4
days of a catastrophic disaster declaration. The Shared Service
Center in Coppell, TX will be maintained as the recovery hotsite.
Recovery would be accomplished using the most recent backup tapes
available in off-site storage. The disaster recovery plan for the
data processing recovery will be maintained and updated by
National SAP Support Center personnel. Annual disaster recovery
simulations will be conducted to ensure the validity of all
recovery plans.
Genuity personnel will be responsible for identifying interim
business procedures to be used in the event of a major disaster.
These procedures will be used during the timeframe the production
system recovery is underway.
Genuity personnel will be responsible for developing and
maintaining appropriate business continuity plans.
7. Minor Enhancements
For non-IR related work, as described in section 4.1 of Appendix
A, the customer has requested a pool of hours be established for
minor enhancement requests. The intent of these hours is to
provide for quick turn around on small requests without going
through the formal statement of work process required for larger
development and enhancement projects. Examples of the types of
requests that might flow through this pool are: ad hoc business
reports, new reports, changes to existing reports, minor
enhancements, or ad hoc technical analysis reporting.
Page 5 of 27
7.1 Initiating a Request
To achieve optimal use for these hours, a list of approved
requesters will be filed with the NSSC. All requests will flow
through the SLA account management focal point. The SLA focal
point will provide the requestor with an estimate within two (2)
business days outlining the hours required to complete the
request. The estimate will be a full process estimate for all SAP
resource groups required to fulfill the request. Work will not
begin until approval from the requestor is received.
7.2 Tracking of Hours
The minor enhancement pool hours will be tracked and accounted
for separately, so the customer can determine usage. Resource
charges will be billed on a time and materials basis at the rates
specified in the contract.
Page 6 of 27
8. Performance
8.1 Measures
This section of the SLA contains specific performance objectives,
which are to be used for the SAP R/3 production environments. The
National SAP Support Center will monitor these metrics to ensure
these objectives, performance standards, and cost expectations
are being met.
------------------------------------------------------------------------------------------------------------
Service Description Service Level Service Level Target Service Level Goal
Baseline
------------------------------------------------------------------------------------------------------------
SAP R/3 Total System Availability 99.49% 99.5 - 99.9% 99.91 - 100%
System
Availability
-------------------------------------------------------------------------------------------
Prime Time Availability 99.8%
7am - 7pm M-F CST
------------------------------------------------------------------------------------------------------------
SAP R/3 Total Hours/month downtime 3.4 hr/month 3.3 - .67 hr/month .66 - 0 hr/month
Unplanned
Outages
-------------------------------------------------------------------------------------------
Prime Time Hours/month .5 hr/month
downtime
------------------------------------------------------------------------------------------------------------
SAP R/3 Total System Availability 99.1% 99.2 - 99.6% 99.61 - 100%
HR /Payroll
System
Availability
-------------------------------------------------------------------------------------------
Prime Time Availability 99.5%
7am - 7pm M-F CST
------------------------------------------------------------------------------------------------------------
SAP R/3 Total Hours/month downtime 6 hr/month 5.9 - 2.7 hr/month 2.6 - 0 hr/month
HR /Payroll
Unplanned
Outages
-------------------------------------------------------------------------------------------
Prime Time Hours/month 1.3 hr/month
downtime
------------------------------------------------------------------------------------------------------------
Mean time to repair (SAP R/3) 0.5 hours
------------------------------------------------------------------------------------------------------------
Mean time to repair (SAP R/3 5 hours
HR /Payroll)
------------------------------------------------------------------------------------------------------------
Mean time between failures 800 hours
------------------------------------------------------------------------------------------------------------
% IRs installed by the customer commitment *85% 85 - 95% 96 - 100 %
date
------------------------------------------------------------------------------------------------------------
* less than
GTEDS will perform the services requested in a Statement Of Work
with the intention of meeting the service level objectives
outlined in this Service Level Agreement. GTEDS will provide
monthly reporting against each service level to Genuity. Each
service level will have a target range of performance. These
terms are defined as follows:
Goal - Grade of service that NSSC will be striving for
Target - Grade of service that should initially be
expected
Page 7 of 27
Baseline - Grade of service that will require
investigation, an action plan and
improvement to at least the target level.
If GTEDS's performance falls to the baseline more than two
(2) consecutive months or two months in the previous six (6)
months, GTEDS will, as part of the standard service
offering, conduct an investigation into cause of the service
problem. GTEDS will present an action plan within in thirty
(30) days that corrects the GTEDS's performance to the
target level. Correction to the target must be completed
within thirty (30) days after the plan is presented and
mutually agreed to.
Each of the performance measures listed in the table above
is defined in the paragraphs that follow.
8.1.1 System Availability
It is expected that GTEDS will make every effort to meet the
stated performance standards for system availability. The
percentage of scheduled time the system is available will be
tracked and reported in the standard performance reports.
Exceptions to the above measures are as follows:
. Downtime caused by customer will not be reflected in the
downtime statistics
. Network outages caused by the Genuity network provider will
not be reflected in the downtime statistics
System availability is defined as the accessibility of the
hardware and system software residing at the GTE facility. The
system is considered available if a customer-authorized user
can access it in order to carry out the desired business
function. GTEDS responsibility will be limited only to
monitoring, managing and trouble diagnosis of those network
elements for which it has direct control.
8.1.2 Unplanned Outages
An unscheduled outage is defined as any period of time in which
the system is unavailable during scheduled operational hours.
GTEDS will endeavor to make the computer processing capability
available for use by Genuity twenty-four (24) hours per day,
seven (7) per week, except for the time necessary to perform
preventative maintenance and operating system upgrades.
8.1.3 Planned Maintenance Downtime
Planned Maintenance downtime includes the time periods for
preventative maintenance and operating system upgrades.
Maintenance schedules will be communicated in advance to the
Genuity, and mutually negotiated if such time interferes with
GTEDS' ability to meet customer commitments, or, if the
customer requires system availability at that time. Maintenance
scheduled with less that 24 hours notice would be counted as
downtime unless Genuity requests the maintenance.
8.1.4 Mean time to Repair
Mean time to repair is the average amount of time required
to resolve a system outage.
8.1.5 Mean time between Failure
Mean time between failure is the average elapsed time between
system outages.
Page 8 of 27
8.1.6 IRs Installed on Time
The total number of incidents installed into production
environments on or before the Genuity commitment date is
divided by the total number of incidents containing a
Genuity commitment date during the report period.
8.2 Reports and Reviews
---------------------------------------------------------- ------------------------------------
Frequency Report Review
------------------ ---------------------------------------- ------------------------------------
On Demand % Production Incidents Installed on
Time
------------------ ---------------------------------------- ------------------------------------
When an Outage Root Cause Notification Email PostMortem Review
is Resolved (If Outage > 2 hours)
------------------ ---------------------------------------- ------------------------------------
Monthly Performance Metrics Management Review
------------------ ---------------------------------------- ------------------------------------
Each of the reports and reviews listed in the table is
defined in the paragraphs that follow.
8.2.1 % Production IRs Installed on Time
A status report will be provided upon request to Genuity to
report on:
. Total records dispatched
. Commitments made
. Commitments made on time
. Percentage made on time
8.2.2 Outage Root Cause Notification Email
Following any SAP outage, the results of a Root Cause
Analysis will be emailed to Genuity within two business
days.
If an SAP outage of up to 2 hours occurs, a root cause
notification will be emailed within 24 hours, containing the
cause of, and procedure for correcting, such failure.
8.2.3 Performance Metrics
A Monthly SAP performance report will be created by GTEDS,
reviewed at the monthly service review meeting and published
on an SAP web server.
8.2.4 Post Mortem Review
If an outage lasts longer than 2 hours, all involved service
providers and Genuity will participate in a post-mortem
review to discuss the outage's root cause and to outline a
plan to prevent a recurrence of the problem.
8.2.5 Management Reviews
GTEDS will schedule and manage meetings with Genuity to
review the performance criteria defined in the SLA. These
meetings will occur Monthly or at some other interval as
agreed to by GTEDS and Genuity.
Page 9 of 27
The purpose of these meetings is to evaluate GTEDS'
performance. Topics discussed include:
. Response/coverage relative to hardware/software down
time, resource availability, or general coverage.
. Follow-through relative to what GTEDS is doing about
lingering open problems.
. Critical situations (existing or potential services)
that may affect Genuity's service.
. What the business partner can do to help GTEDS improve
its service.
. General comments and/or questions.
. Date, time, and place of the next meeting.
9. IT Operating Hours
9.1 NSSC Hours of Operation
NSSC Basis Operation provides first level technical support.
Basis Operation will be Monday through Friday from 07:00 to
19:00 Central Time except for GTE defined holidays. On-call
support is provided after hours and on holidays for
Critical, Severity 1 problems. GTE Client Server Operation
in Ft ▇▇▇▇▇ will monitor the SAP system 24x7x365.
Interface/Outerface (I/O) Support Team provides first level
production support. I/O Support Team on-call support is
provided 24x7x365
The following groups will be available after hours to logon
to the system within 30 minutes of being contacted:
SAP Basis
I/O Support Team
Page 10 of 27
9.2 Maintenance Schedule
The annual processing schedule will be coordinated with
Genuity and GTE National Financial Systems Scheduling &
Controls.
------------------------ ----------------------- ---------------------------------
Activity Amount Schedule
------------------------ ----------------------- ---------------------------------
Weekly Maintenance 12 hrs. Saturday 20:00 - Sunday 08:00
CST
------------------------ ----------------------- ---------------------------------
Quarterly Maintenance 48 hrs. TBD
------------------------ ----------------------- ---------------------------------
Other planned downtime TBD Requires 24-hr. notice.
(Ex. SAP R/3 Release,
hardware upgrades)
------------------------ ----------------------- ---------------------------------
System unavailability during scheduled maintenance is not
considered an outage or charged against the system
availability target. If unscheduled maintenance is required,
a Change Request will be discussed and coordinated with
Genuity. If Genuity concurs with the maintenance period
requested, it would not be considered an outage or charged
against the system availability target.
9.3 GTE Observed Holidays
. New Years Day
. Memorial Day
. Independence Day
. Labor Day
. Thanksgiving Day
. Day after Thanksgiving
. Christmas Day
Page 11 of 27
10. SLA Focal Points
"Focal points" are the primary contacts responsible for coordinating
all matters relating to the SLA.
GTEDS
-------------------------------- --------------------------------- --------------------------------
Organization Name Phone Number
-------------------------------- --------------------------------- --------------------------------
GTEDS Commercial Services ▇▇▇ ▇▇▇
Account Management
-------------------------------- --------------------------------- --------------------------------
GTEDS Commercial Services ▇▇▇ ▇▇▇
Contract Management
-------------------------------- --------------------------------- --------------------------------
NSSC Account Management ▇▇ ▇▇▇▇ Office Phone ▇▇▇-▇▇▇-▇▇▇▇
Cell Phone ▇▇▇-▇▇▇-▇▇▇▇
Home-817-421-1233
-------------------------------- --------------------------------- --------------------------------
Genuity
-------------------------------- --------------------------------- --------------------------------
Organization Name Phone Number
-------------------------------- --------------------------------- --------------------------------
Genuity Finance ▇▇▇▇▇ ▇▇▇▇▇▇▇▇▇▇
-------------------------------- --------------------------------- --------------------------------
Genuity Finance ▇▇▇▇ ▇▇▇
-------------------------------- --------------------------------- --------------------------------
Genuity Project Systems ▇▇▇▇▇ ▇▇▇▇▇▇▇▇
-------------------------------- --------------------------------- --------------------------------
Genuity Materials Management ▇▇▇▇ ▇▇▇▇▇▇
-------------------------------- --------------------------------- --------------------------------
Genuity Information Technology ▇▇▇▇ ▇▇▇▇▇▇▇▇
-------------------------------- --------------------------------- --------------------------------
Genuity HR /Payroll ▇▇▇ ▇▇▇▇▇▇
-------------------------------- --------------------------------- --------------------------------
11. SLA Review
The SLA is renewed by default on an annual, budget-year basis,
with no action required by either party. The focal points for
GTEDS and Genuity may review this SLA annually to determine
whether there have been changes to the production platforms or
business requirements that necessitate changes to the SLA.
Page 12 of 27
12. Signatures
IN WITNESS WHEREOF, the parties have executed this Agreement on the date or
dates indicated below to be effective as of the date specified below.
GTE Data Services, Incorporated Genuity Solutions Inc.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Page 13 of 27
Appendix A - GTEDS Service Descriptions
1.0 SAP R/3 Basis
1.1 SAP Application/System Monitoring
Provides 24x7x365 monitoring and first-level support of the
SAP processing environment. The main objective is to provide
online availability and response time to Genuity. Functions
include:
a. System monitoring and support of hardware
b. System monitoring and support of operating system
software
c. System monitoring and support of middleware
d. System monitoring and support of network connectivity
e. System problem determination and documentation
f. System problem escalation and resolution
g. Vendor dispatch
1.2 SAP Basis Technical Support
Provides SAP Basis administration, hardware and software
installation, configuration, and ongoing maintenance for
production, development, and test systems. Support includes
the SAP application, server operating systems, DBMS and any
other interfaces or links into the environment. System level
passwords for all components of the SAP support environment
including, but not limited to SAP, Oracle and Solaris, will
be managed by the Basis technical support team. Services
include:
a. Systems Administration
b. System Security
c. System Backups
d. System Fail-over
e. System Recoveries
f. Database Backups
g. Database and Application Recoveries
h. Database Configuration and Tuning
i. Tablespace Reorganization
j. Client Copies (5 copies per quarter)
k. System Performance Tuning (maximum 10 hours/month)
l. SAP Print Spool Management
m. SAP Legal Change Pack application
n. SAP Hot Pack application
o. SAP OSS Note application
p. Configure and test SAP GUI against common desktop
requirements
q. Distribute SAP GUI software to central contact
Page 14 of 27
1.3 SAP Basis Operations
Provides monitoring to assist end users and help with
preventative maintenance. They are responsible for 2nd level
support of the end users and environment. All standard
production support functions ( i.e. Standard batch job
scheduling, operations and backup monitoring) are supported.
Responsibilities include:
a. Monitor CCMS
b. Monitor system logs
c. Monitor shared memory pools and buffers
d. Monitor roll and paging areas
e. Monitor SAP Performance
f. Administer processing update records
g. Administer lock records
h. Administer ABAP/4 Short Dumps
i. Administer Standard System Jobs
1.4 SAP Configuration Management
Supports application delivery by establishing, tracking and
maintaining the integrity and quality of changes to the
application software product baselines throughout the
software life cycles. Primary services include:
a. Installation in test, production, or training
environments
b. Manage Transport System
c. Coordination and support of user verification
Note: Support does not include development of application
changes.
1.5 SAP R/3 Enhanced Basis Services
1.51 Auxiliary Tool Support
Provides system administration, software installation,
configuration and ongoing maintenance for production,
development and test systems for the following auxiliary
tools:
a. IXOS Print List Archiving
b. Taxware
c. Commerce Path
d. Exchange Server
e. ESS
1.52 SAP Application Upgrades
Provides system support for SAP R/3 upgrades. An
implementation team including functional SAP expertise must
coordinate upgrades. Technical upgrade support includes:
a. Perform SAP R/3 upgrades
b. Define SAP GUI installation processes and procedures
Page 15 of 27
1.5.3 Interfaces
1.5.3.1 GTEDS is responsible for managing the
transport of the interface across the
necessary GTE infrastructure once Genuity has
uploaded their data successfully into the
required repository for each interface.
2.0 Availability Management
2.1 Change Management
Maximizes availability of the production environment to all
users. These procedures address the steps that will be taken
to ensure all changes to the production environment are
recorded, tested, certified for implementation, and tracked
through actual implementation:
a. The NSSC Configuration Master(s) are responsible for
development of application changes, table entries,
creation and release of change requests.
b. The NSSC Basis team is responsible for all hardware and
system software changes/upgrades.
c. The NSSC Support Center has full responsibility for
managing the process and procedures for implementation
and execution of changes in the Production environment
d. No updates will be made to production components
(hardware, software, program, table entries, etc.)
without completion and approval of a Change Record.
e. All hardware and system software changes will be
documented in the National SAP Support Center change
record database. All application changes will be
documented via the Configuration Master transport
requests and recorded in the centralized database.
2.2 Help Desk
Answers calls from Genuity SAP users, related to the product,
and resolves as many problems as possible during the first
touch. The resolution process of the National Support Center
(NSC) help desk is ongoing, consisting of continued training
and review of possible new resolution opportunities. In
situations where the NSC is not able to resolve the problem at
first touch, the necessary information is gathered to document
the problem and route the trouble record to the correct
service provider. This service includes End-to-End Problem
Management.
2.3 Crisis Management
Actively manages outage resolution from initial notification
to business recovery for Genuity. Crisis Management, rapid
resolution process, is provided by the NSSC SAP Support
Center.
This service follows GTEDS standard procedures for technical
bridge initialization, problem determination, technical
resolution and business recovery. Features of this service
are:
a. Experienced Crisis Managers focusing on immediate
resolution
b. Ownership through resolution - no dispatch
c. Technical support involvement within 15 minutes
d. Teamwork between technical experts and business
partners via the technical bridge
Page 16 of 27
e. Technical and management escalation
f. 24x365 support
g. Documentation of problem
2.4 Problem Management
Begins with initial problem determination and includes
either providing the resolution or assigning the problem
resolution to the appropriate organization; tracks the
problem until it is successfully resolved. This service can
apply to production, test, and/or training environments.
Specific functions can include:
a. IR assignment and management
b. Application fault resolution
c. Proactive tasks to prevent faults
d. Problem determination
e. Problem resolution
f. Monitoring, tracking, updating, and reporting on IRs
3.0 Application Security
3.1 SAP Security Maintenance
Provides security maintenance for implemented SAP systems.
Specific functions could include:
a. Maintain profiles, authorizations, and authorization
objects
b. Restrict access to programs, tables and transactions
c. Ensure consistency of security approach across R/3
clients and systems.
d. Support system audits
e. Define R/3 Security Plan for future R/3 releases
f. Implement Security and Audit Plan
Note: Support does not include development of new security
roles.
3.2 Access Administration
Administers the distribution of authentication mechanisms,
i.e. Ids/passwords used by computing and communication
systems to control access to their services and information.
Specific functions include:
a. Add/Update/Delete users in the Production environment
b. Distribute and age authentication mechanisms
c. Verify authenticity/approval of all user account
requests
d. Change user passwords upon request/validation
4.0 Custom Code Maintenance
4.1 Code Maintenance
Modifies applications to obtain the level of service defined
in application specifications (e.g., upgrading an
application to meet original specifications, correcting
application malfunctions, or answering questions from
users). NSSC provides all labor and
Page 17 of 27
incidental materials necessary to maintain application
software in functional operating condition. Other vendors
may be used in this service. Beeper support is provided as
required.
Note: Support does not include development of application
changes.
4.12 Configuration Management
Supports systems delivery across SAP by establishing,
tracking and maintaining the integrity and quality of
changes to the application software product baselines
throughout the software life cycles. Primary services
include inventory control, assembly, packaging,
distribution, and installation of application software.
Supplemental services include setup and maintenance of the
development environment, IR procedures, training, and
consulting.
4.13 Distribution/Installation
Installs new versions of software in test, production, or
training environments, and ensures the integrity of the
certified release of software. Specific functions can
include:
a. Coordination with Configuration Management
b. Installation in test, production, or training
environments
c. Coordination of code receipt from provisioning team
d. Change record initiation
e. Coordination and support of user verification
5.0 Interface/Outerface Application Support
5.1 Support/Scheduling/Coordination
Leads the development of application processing schedules by
working with the functional departments and all applicable
NSSC organizations. Specific functions can include:
a. Creating and maintaining test environments
b. Scheduling tasks/jobs (online windows, batch, special
projects)
c. 24x7 beeper coverage, as required
d. Output management
e. Downtime management
f. IR and maintenance release coordination/scheduling
g. Coordinating changes with interfacing groups
h. Maintaining production schedules
5.2 Application Recovery/Reruns
Includes the planning, coordination, communication, and
execution of the recovery plan to fully restore service
after the problem solution is delivered. This service can
apply to production and/or test environments. Specific
functions can include:
a. Developing a recovery plan
b. Performing job reruns
c. Coordinating with all applicable NSSC and business
partner groups
d. Performing data correction/recovery
Page 18 of 27
6.0 Disaster Recovery Planning (DRP)
Any disaster which strikes a data processing or business
facility will produce serious effects on the business, the
service provider, and customers of the service or business.
The time required to return to normal operations following a
disaster depends upon establishment, maintenance, testing,
and execution of well organized and effective recovery
plans. Disaster Recovery Planning is a business issue to be
addressed via a team effort requiring participation of the
providers of the service, the users of the service, the
functional owners of the systems, and other appropriate
departments.
6.1 Business Recovery
Plans, implements, and operates business-justified levels of
protection/recoverability for critical business processes
and enablers in the event of a disaster at any critical work
site. The balancing of protection and recovery costs versus
exposure risk is at the heart of the process. In this
manner, it is assured that appropriate, business-justified,
affordable, and effective measures are in place should a
disaster strike any critical work site.
Planning for recovery of business process sites assumes that
such sites have been adversely affected by some event and
that the functions normally performed at that site must be
assumed in another location. Such planning assumes that
personnel resources may also be unavailable. Due to the
geographic and operational variations for each site plan, a
plan is required for each individual business site.
6.2 Data Processing Recovery
Identifies critical business requirements for disaster
recovery of individual application systems and classifies
the application system based on the identified recovery time
requirements. Research is then performed to identify a
business-justified, cost-effective disaster recovery
solution strategy that satisfies the required recovery
timeframe and all other identified business requirements.
Disaster recovery solution strategies may include any or a
combination of the following recovery strategies:
a. Vendor hotsite recovery hardware strategy
b. Internal GTEDS recovery hardware strategy
c. Quick-ship recovery hardware strategy at vendor hotsite
or internal GTEDS location
d. Recovery hardware identified, obtained, and installed
to be used at the time of a disaster
Recovery strategies form the basis for the development,
implementation, and testing of an application system
disaster recovery plan, which includes:
a. Notification and mobilization of required personnel
b. Detailed listing of data files backed up and stored
offsite
c. Documented infrastructure requirements such as
platform, operating system, layered software, network,
etc.
d. Documented step-by-step instructions for application
system recovery
e. Description of test requirements for scheduled annual
end-to-end testing of disaster recovery capability
Maintenance procedures to ensure all components of the
documented DR plan are kept current.
Page 19 of 27
Appendix B - SAP Services - Responsibilities Matrix
The following Services performance matrix details the services provided
by GTEDS and those services retained by Genuity. An 'X' indicates the
responsible party in the performance of a service. A 'C' indicates the
parties consults on the process. A 'TM' in the GTEDS column indicates
services not included in the service charge, but available at an
additional charge on a Time and Materials basis. A 'N/A' in the GTEDS
column indicates the service is not applicable in the performance of
these services.
------------------------------------------------------------------------------------------------------------
1.0 SAP R/3 Basis
SAP Server Management
------------------------------------------------------------------------------------------------------------
Genuity GTEDS Service Description
------------------------------------------------------------------------------------------------------------
x Manage hardware procurement
------------------------------------------------------------------------------------------------------------
X Application software procurement
------------------------------------------------------------------------------------------------------------
X Management system software procurement
------------------------------------------------------------------------------------------------------------
X Approve hardware and software procurement
------------------------------------------------------------------------------------------------------------
X Plan and install system hardware
------------------------------------------------------------------------------------------------------------
X Perform hardware problem determination
------------------------------------------------------------------------------------------------------------
X Manage the installation, upgrade, repairs, and removal of
hardware for GTEDS Data Center
------------------------------------------------------------------------------------------------------------
X Install system management software
------------------------------------------------------------------------------------------------------------
X Install system monitoring scripts
------------------------------------------------------------------------------------------------------------
X Dispatch hardware maintenance
------------------------------------------------------------------------------------------------------------
Operating System Support
------------------------------------------------------------------------------------------------------------
Genuity GTEDS Service Description
------------------------------------------------------------------------------------------------------------
X Install and maintain operating system software
------------------------------------------------------------------------------------------------------------
X Perform problem determination of system software
------------------------------------------------------------------------------------------------------------
X Manage operating system problems to resolution
------------------------------------------------------------------------------------------------------------
X Maintain required software licenses
------------------------------------------------------------------------------------------------------------
X Develop an operations and systems management manual
------------------------------------------------------------------------------------------------------------
X Order and install system software fixes and non-version upgrades
------------------------------------------------------------------------------------------------------------
X Perform and manage system level security
------------------------------------------------------------------------------------------------------------
X Identify and resolve performance issues
------------------------------------------------------------------------------------------------------------
X Perform proactive system monitoring via trending
------------------------------------------------------------------------------------------------------------
X Install and maintain additional system software
------------------------------------------------------------------------------------------------------------
Page 20 of 27
------------------------------------------------------------------------------------------------------------
1.0 SAP R/3 Basis (Cont.)
Backup and Recovery
------------------------------------------------------------------------------------------------------------
Genuity GTEDS Service Description
------------------------------------------------------------------------------------------------------------
X Design and document backup and recovery procedures
------------------------------------------------------------------------------------------------------------
X Setup backup and recovery jobs
------------------------------------------------------------------------------------------------------------
X Perform and monitor backup procedures
------------------------------------------------------------------------------------------------------------
X Perform and monitor recovery procedures
------------------------------------------------------------------------------------------------------------
X Perform backup and recovery problem resolution
------------------------------------------------------------------------------------------------------------
X Perform system recovery when required
------------------------------------------------------------------------------------------------------------
X Prepare and ship backups to off-site storage
------------------------------------------------------------------------------------------------------------
X Recover SAP from backups
------------------------------------------------------------------------------------------------------------
X Manage backup and recovery problems
------------------------------------------------------------------------------------------------------------
SAP System Administration
------------------------------------------------------------------------------------------------------------
Genuity GTEDS Service Description
------------------------------------------------------------------------------------------------------------
X Install SAP application software and software fixes
------------------------------------------------------------------------------------------------------------
X Install SAP version upgrades
------------------------------------------------------------------------------------------------------------
X Apply SAP Hot Packages and OSS notes
------------------------------------------------------------------------------------------------------------
X Perform periodic system capacity review
------------------------------------------------------------------------------------------------------------
TM Support development and maintenance project activities
------------------------------------------------------------------------------------------------------------
X Monitor and tune SAP system
------------------------------------------------------------------------------------------------------------
X Perform problem determination of SAP Basis issues
------------------------------------------------------------------------------------------------------------
X Manage SAP Basis issues to resolution
------------------------------------------------------------------------------------------------------------
X Create and maintain SAP printer queue
------------------------------------------------------------------------------------------------------------
X Manage naming conventions (ID's, printer, etc.)
------------------------------------------------------------------------------------------------------------
X Install and manage SAP related utilities
------------------------------------------------------------------------------------------------------------
X Install and manage SAP related applications consistent with
schedule of applications
------------------------------------------------------------------------------------------------------------
X Install and manage legacy interface bridges (RFC, IDOCS, BAPI, and
manual transfers)
------------------------------------------------------------------------------------------------------------
Page 21 of 27
------------------------------------------------------------------------------------------------------------
1.0 SAP R/3 Basis (Cont.)
Database Administration
------------------------------------------------------------------------------------------------------------
Genuity GTEDS Service Description
------------------------------------------------------------------------------------------------------------
X Install database software and related utilities
------------------------------------------------------------------------------------------------------------
X Apply non-version database upgrades as required
------------------------------------------------------------------------------------------------------------
X Install database fixes as required
------------------------------------------------------------------------------------------------------------
X Perform problem determination of database issues
------------------------------------------------------------------------------------------------------------
X Manage database issues to resolution
------------------------------------------------------------------------------------------------------------
X Monitor database capacity and availability
------------------------------------------------------------------------------------------------------------
X Review database changes for system impact
------------------------------------------------------------------------------------------------------------
X Monitor and tune database performance. Audit & Repair corruption
------------------------------------------------------------------------------------------------------------
X Perform proactive database maintenance via trending
------------------------------------------------------------------------------------------------------------
TM Implement database changes for new development
------------------------------------------------------------------------------------------------------------
TM Consult on database sizing / impacts for new development
------------------------------------------------------------------------------------------------------------
X C Application data integrity and validity
------------------------------------------------------------------------------------------------------------
Correction and Transport
------------------------------------------------------------------------------------------------------------
Genuity GTEDS Service Description
------------------------------------------------------------------------------------------------------------
C X Document the correction and transport process
------------------------------------------------------------------------------------------------------------
X C Approve the correction and transport process
------------------------------------------------------------------------------------------------------------
X Perform correction and transport as defined in the procedures
manual
------------------------------------------------------------------------------------------------------------
X Perform problem determination of correction and transports
------------------------------------------------------------------------------------------------------------
X Perform client maintenance tasks
------------------------------------------------------------------------------------------------------------
Miscellaneous
------------------------------------------------------------------------------------------------------------
Genuity GTEDS Service Description
------------------------------------------------------------------------------------------------------------
X Manage procurement of data center supplies
------------------------------------------------------------------------------------------------------------
C X Configure and test SAP GUI for deployment with the defined
common/shared desktop products
------------------------------------------------------------------------------------------------------------
X C Support Installation and upgrade of SAP Workstations with
appropriate SAP Graphical User Interface (SAPGUI)
------------------------------------------------------------------------------------------------------------
Page 22 of 27
------------------------------------------------------------------------------------------------------------
2.0 Availability Management
Help Desk, Problem, and Change Management
------------------------------------------------------------------------------------------------------------
Genuity GTEDS Service Description
------------------------------------------------------------------------------------------------------------
X Level 1 SAP Functional Help Desk
------------------------------------------------------------------------------------------------------------
X Level 1 SAP Technical Help Desk
------------------------------------------------------------------------------------------------------------
X Level 1 Desktop Support
------------------------------------------------------------------------------------------------------------
X ▇▇▇▇▇ ▇ SAP Basis Support
------------------------------------------------------------------------------------------------------------
X ▇▇▇▇▇ ▇ SAP Database Support
------------------------------------------------------------------------------------------------------------
X Track and Manage Basis and DB Problems
------------------------------------------------------------------------------------------------------------
X Problem escalation to ▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇ (▇▇▇, ▇▇)
------------------------------------------------------------------------------------------------------------
X Level 2 SAP Functional Help Desk
------------------------------------------------------------------------------------------------------------
X Functional Problem ownership to resolution
------------------------------------------------------------------------------------------------------------
X Technical Problem ownership to resolution
------------------------------------------------------------------------------------------------------------
X Perform root cause analysis
------------------------------------------------------------------------------------------------------------
C X Provide Service Delivery Recommendations
------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------
3.0 Application Security
SAP Security Administration
------------------------------------------------------------------------------------------------------------
Genuity GTEDS Service Description
------------------------------------------------------------------------------------------------------------
X Approve requests for new or changed user ids
------------------------------------------------------------------------------------------------------------
X Perform server user id management
------------------------------------------------------------------------------------------------------------
TM Create Security Definitions
------------------------------------------------------------------------------------------------------------
TM Create and maintain security profiles
------------------------------------------------------------------------------------------------------------
X Create and maintain SAP user ids
------------------------------------------------------------------------------------------------------------
X Grant privileged security authorizations
------------------------------------------------------------------------------------------------------------
X Monitor and report unauthorized access
------------------------------------------------------------------------------------------------------------
X User id password reset
------------------------------------------------------------------------------------------------------------
X Establish and document system and SAP user id procedures
------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------
4.0 Custom Code Maintenance
Maintenance, Configuration Management and Distribution
------------------------------------------------------------------------------------------------------------
Genuity GTEDS Service Description
------------------------------------------------------------------------------------------------------------
X Initiate Incident Report detailing problem situation
------------------------------------------------------------------------------------------------------------
X Review requirements with customer
------------------------------------------------------------------------------------------------------------
X Code work product and provide test results
------------------------------------------------------------------------------------------------------------
X Review and approve test results
------------------------------------------------------------------------------------------------------------
C X Schedule and install code in production
------------------------------------------------------------------------------------------------------------
Page 23 of 27
------------------------------------------------------------------------------------------------------------
5.0 Interface/Outerface Application Support
Application Support
------------------------------------------------------------------------------------------------------------
Genuity GTEDS Service Description
------------------------------------------------------------------------------------------------------------
C X Manage Batch Jobs defined in the automated scheduling system
------------------------------------------------------------------------------------------------------------
X C Manage Batch Jobs not defined in the automated scheduling system
------------------------------------------------------------------------------------------------------------
X Manage SAP initiated jobs as provided by SAP utilities
------------------------------------------------------------------------------------------------------------
C X Monitor Batch schedule and resolve problems (prime shift)
------------------------------------------------------------------------------------------------------------
C X Monitor Batch schedule and resolve problems (off-shift)
------------------------------------------------------------------------------------------------------------
C X Monitor impact of batch jobs on system availability
------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------
6.0 Disaster Recovery Planning
Business Recovery
------------------------------------------------------------------------------------------------------------
Genuity GTEDS Service Description
------------------------------------------------------------------------------------------------------------
X C Develop Business Continuity Plans
------------------------------------------------------------------------------------------------------------
X C Maintain Business Continuity Plans
------------------------------------------------------------------------------------------------------------
X C Perform annual disaster rehearsals
------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------
Data Processing Recovery
------------------------------------------------------------------------------------------------------------
Genuity GTEDS Service Description
------------------------------------------------------------------------------------------------------------
X Maintain availability of like systems at designated recovery site
------------------------------------------------------------------------------------------------------------
C X Develop all SAP Disaster Recovery procedures
------------------------------------------------------------------------------------------------------------
C X Maintain all SAP Disaster Recovery procedures
------------------------------------------------------------------------------------------------------------
C X Perform annual disaster rehearsals
------------------------------------------------------------------------------------------------------------
C TM Recovery of Production system at recovery site
------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------
Page 24 of 27
Appendix C - Definitions/Acronyms
When used in this SLA, the terms listed below shall have the following meanings:
Acceptance is defined as written notification from the receiving
party's Manager indicating that the Deliverable has been evaluated and
satisfies Acceptance criteria.
Business continuity plans The planned sequence of events that allows
for the recovery of business functions and processes.
Critical IR - System is non-operational or has the potential to become
non-operational.
Change Request refers to a formal documented notification of additional
or modified Services under this SLA.
Commitment Due Date is the date the Deliverable or IR is promised to
the customer.
Conceptual Design - A High Level functional design, using narrative and
sometimes diagrams, describing the new system or new system
requirements.
Customer refers to Genuity
Deliverable(s) refers to materials or Services prepared by GTEDS under
this SLA.
Disaster recovery planning The planned sequence of events that allows
for the recovery of a computer facility, network communications and/or
the applications processed there.
Documentation shall mean user manuals and all other written materials
that relate to particular Code, including materials useful for design
and machine-readable text or graphic files subject to display or
printout. Documentation shall include any Maintenance Modifications or
Enhancements to such Documentation in existence from time to time.
First Line Support is defined as the following activities performed by
GTEDS:
. Problem identification and logging - recording the problem
. Problem determination - diagnosing what caused the problem (data,
application software, system software, procedures, etc.)
. Problem distribution - ensuring the problem is routed to Second
Line Support
. Problem resolution - receiving problem fixes from Second Line
Support, installing problem fixes and performing any necessary
testing.
. Problem closure - closing the problem
GTEDS Code, Genuity Code, or Third Party Code refers to software Code
in which GTEDS, Genuity, or another identified entity, respectively
owns intellectual property rights.
GTEDS Materials, Genuity Materials, or Third Party Materials refers to
Materials in which GTEDS, Genuity, or another identified entity,
respectively, owns intellectual property rights.
High Level Design - A specification that uses narrative and may use
diagrams to convey the functionality required in a new system or
changed functionality in an existing system.
Page 25 of 27
Hotsite A building or facility that provides all required disaster
recovery components and meets all normally accepted standards for a
modern computer operations facility. The site is available within 8-12
hours to begin restoration/recovery in the event of a disaster.
Implementation refers to the product implementation activities
performed by GTEDS at Genuity's site.
Incident is defined as a defect or a perceived defect in the
application product. A defect in the application product components is
defined as functionality not working substantially in accordance with
the specifications and documentation.
Incident Report (IR) is the documentation of a perceived problem
identified by Genuity or GTEDS via INFOMAN.
Incident Report (IR) Resolution is defined as a situation in which all
impacted parties agree upon a proposed solution.
INFOMAN refers to a problem tracking system where Incident Reports are
entered and tracked and where resolution information is available.
(INFOMAN is an IBM product.)
Interim business procedures The manual processes used by work centers
to protect market share and provide support to the essential business
functions during a period of extended unavailability of platforms and
applications. These Interim Processes and Guidelines are developed by
business partners for those work centers directly under their control,
and by GTEDS for their internal work centers. These procedures are to
be developed by operating personnel who are the ones most knowledgeable
concerning their needs and capability to service business partners
during the disaster recovery period.
Modifications shall mean changes, revisions, or additions made to this
Agreement by agreement between GTEDS and Genuity.
Non-Defect Incident is defined as a reported incident that is
determined to be one of the following:
. Incident reports deemed answer only, meaning that there was no
coding defect in the software and/or the functionality is properly
documented.
. Data related problems resulting from Genuity's data, not a coding
defect in the software.
. Operational-related problems resulting from Genuity's
operations of the system, not a defect in the system.
Notice refers to written communications to be made or given by one
party to the other party. Notices shall be sent by hand delivery
against receipt, or receipt requested or E-mail with return receipt
requested; and shall be deemed given on the date shown on the receipt
NSC refers to the GTEDS National Support Center located in Tampa.
NSSC refers to the National SAP Support Center
Personnel shall mean either party's employees or an employee of that
party's subcontractors working under this Agreement.
Returned IRs will refer to IRs which are returned because Genuity did
not accept the IR resolution.
Page 26 of 27
Schedule shall mean the delivery schedule identified in the Statement
of Work.
Second Line Support is defined as providing assistance in determining
the cause of software problems, and taking the appropriate actions
required to correct problems.
Services shall mean the expenditure of time by GTEDS personnel or other
effort necessary to accomplish the objectives identified and specified
in the Statements of Work.
Shipment refers to scheduled or unscheduled code distributions
occurring after a release has been delivered.
Software refers to the operating system, databases, application code,
and third party products.
Stakeholder refers to a party that has responsibility for, or that is
impacted by an action or deliverable.
System refers to the individual system that consists of the hardware
and software.
System Test refers to the testing conducted by GTEDS to test the
functionality of the system.
Technical Documentation refers to the documentation created to describe
the design, architecture, and processing of the system. May include an
Install Guide, TCID Letter, application schematic and Job Precedence
Chart.
Time & Material IR is an IR that is billed to the customer on an hourly
basis.
Unit Test is the lowest level of testing performed on an individual
module or program prior to combining (or linking) it with other tested
modules/programs.
User Acceptance Test - refers to the testing conducted by Genuity to
test the functionality of the system.
Warranty Period is a limited period of time where, if Genuity finds
defects, GTEDS will correct the defect as defined in the contract
warranty provisions, at no charge to the customer.
Work-Around is a Temporary fix to an incident which cannot be delivered
by the customer requested date/time or release schedule window.
Page 27 of 27
Statement of Work Between GTE Data Services, Incorporated and
Genuity Solutions Inc. to Provide Continuing Operations Support for
SAP Human Resources / Payroll System
1.0 Management Summary
1.1 Introduction
This Statement of Work is appended to the Agreement for IT Transition
Services ("Agreement" dated________by and between Genuity Solutions Inc.
and GTE Service Corporation and its affiliates and shall be governed by
the terms and conditions thereof. The services described herein shall be
provided by GTE Data Services Incorporated ("GTEDS") for a period of
eight months effective upon the Effective Date of the IT Transition
Services Agreement.
Genuity uses a common SAP Human Resources/Payroll system that is
supported by GTEDS. Genuity believes that in order to maintain its
employee records and create employees paychecks in the initial post
merger environment it will require the continued use of this system on an
interim basis.
This SOW outlines the tasks required by GTEDS for support of SAP HR
Maintenance and Production Support.
1.2 Scope Of Work
SAP R/3 - HR/Payroll
Support and maintenance services are provided by GTEDS to provide
transition services and continuing operations for Genuity. The support
and maintenance services include:
. Maintaining five (5) hardware and software environment(s)
. SAP R/3 Basis
. Availability Management
. Information Security Management
. Application Security
. Custom Code Maintenance
. Interface/Outerface Application Support
. Disaster Recovery Planning
. Providing requested periodic reporting of effort and/or
performance against service levels
This SOW provides access to the following standard SAP R/3 modules:
. HR - Human Resources Management
New Dimension SAP product, Employee Self-Service is included under this
SOW, however, other New Dimension products such as, but not limited to,
BW - Business Information Warehouse, APO - Advanced Planner and Optimizer
and B2B - Business-to-Business Procurement are not included in the base
software license agreement.
Genuity specific implementation of the available base SAP R/3 software is
detailed in Genuity HR Version 1.0 in Attachment A.
Page 1 of 9
1.3 Contract Type
This contract has four components. The first component is for the
hardware and data center infrastructure and is a fixed price component.
The second component covers production support and is a fixed price per
seat per month. The third component covers the enhanced services selected
by Genuity and these will be billed on a time and materials basis. The
last component provides access to GTE mainframe processing and is billed
on a usage basis.
1.4 GTEDS Responsibilities
--------------------------------------------------------------------------------------------------------------
Service Category Service Descriptions Service Descriptions
--------------------------------------------------------------------------------------------------------------
SAP R/3 Basis SAP Application/System Monitoring Standard
----------------------------------------------------------------------------------
SAP Basis Technical Support Standard
----------------------------------------------------------------------------------
SAP Basis Operations Standard
----------------------------------------------------------------------------------
SAP Configuration Management Standard
----------------------------------------------------------------------------------
Auxillary Tool Support Enhanced
----------------------------------------------------------------------------------
SAP Application Upgrades Enhanced
--------------------------------------------------------------------------------------------------------------
Availability Management Change Management Standard
----------------------------------------------------------------------------------
Help Desk Standard
----------------------------------------------------------------------------------
Crisis Management Standard
----------------------------------------------------------------------------------
Problem Management Standard
--------------------------------------------------------------------------------------------------------------
Application Security SAP Security Maintenance Enhanced
----------------------------------------------------------------------------------
Access Administration Standard
--------------------------------------------------------------------------------------------------------------
Custom Code Maintenance Code Maintenance Enhanced
----------------------------------------------------------------------------------
Configuration Management Enhanced
----------------------------------------------------------------------------------
Distribution/Installation Enhanced
--------------------------------------------------------------------------------------------------------------
Interface/Outerface Support/Scheduling/Coordination Enhanced
Application Support ----------------------------------------------------------------------------------
Application Recovery/Reruns Enhanced
--------------------------------------------------------------------------------------------------------------
Disaster Recovery Data Processing Recovery Enhanced
Planning
--------------------------------------------------------------------------------------------------------------
Graphical User Configure and prepare SAP GUI for Standard
Interface (GUI) standard/common desktop.
----------------------------------------------------------------------------------
Configure and prepare SAP GUI for Enhanced
non-standard desktop software packages
----------------------------------------------------------------------------------
Standard services are included the Production Support fees as described
in part two of Section 2.1 below. Enhanced services include SAP support
above the basic application Production Support. The Enhanced services and
the corresponding estimated hours for these services are outlined in part
three of Section 2.1.
1.5 Genuity Responsibilities
. Genuity workstation desktop support
. SAP GUI (Graphical User Interface) deployment to end users
. Desktop application interoperability testing
. Functional Subject Matter Expert Support
Page 2 of 9
. Reporting incidents to the National SAP Support Center
. Performing user acceptance testing
. A representative of the customer is required to be available to GTEDS
when GTEDS is performing services, whether those services are being
performed via telephone or at the customer's site.
. Disaster Recovery - Business Recovery Plans
1.6 Key Personnel
GTEDS shall assign the following Key Personnel to participate on this
Statement Of Work.
None.
1.7 Travel
The following travel requirements are required for this SOW.
Travel is not being authorized under this SOW.
1.8 Software License Conditions
Any license transfer fees incurred by GTEDS on behalf of Genuity will be
billed separately from this Statement of Work. Genuity is responsible for
ensuring logon ids are not shared between multiple users. If multiple
users are detected through system monitoring procedures, the additional
users will be counted as named users and Genuity will be billed for this
usage.
1.9 Contacts
Title: Genuity Project Manager
Name:
Address:
Telephone:
Fax:
Title: GTEDS Account Manager
Name:
Address:
Telephone:
Fax:
1.10 Reporting Requirements
----------------------------------------------------------------------------------------------------------
Frequency Report Review
----------------------------------------------------------------------------------------------------------
On Demand % Production Incidents Installed on
Time
----------------------------------------------------------------------------------------------------------
When an Outage is Resolved Root Cause Notification Email PostMortem Review
(If Outage * 2 hours)
----------------------------------------------------------------------------------------------------------
Monthly Performance Metrics Management Review
----------------------------------------------------------------------------------------------------------
* more than
Page 3 of 9
Each of the reports and reviews listed in the table is defined in the
attached Service Level Agreement.
1.11 Special Considerations
Monthly Performance Meetings
----------------------------
National SAP Support Center and Genuity will attend a planned monthly
Performance Review meeting with Commercial Services Account Management.
The primary purpose of these meetings will be review the monthly
reporting package and discuss account status.
The objectives of the meeting will include, but not be limited to:
. Review of reporting package
. Forecast of customer workload
. General Issues
Addition Of New Solution Environments
-------------------------------------
If there are significant changes in processing requirements or customer
environments, the measurements contained in this Statement Of Work are
subject to revision based on mutual agreement of GTEDS and Genuity.
When a new solution configuration environment is added, its performance
will be tracked, but not included in the rating mix until the system
has been running in production for two (2) months and support
documentation has been provided by the Genuity to GTEDS.
2.0 Compensation Authorization
2.1 COMPENSATION TERMS
The monthly ▇▇▇▇▇▇▇▇ for this SOW will consist of four parts.
Part 1 - Data Center Infrastructure -The funding authorized for this
portion of the Statement of Work is a total price for the hardware and
data center infrastructure (a.k.a. AM/FM). The HR/Payroll hardware and
infrastructure have been established to support a range of users
between 500 - 800 (consistent with current usage patterns). The total
support is comparable to the existing services received today and is
consistent with the current service level agreement. This portion will
be billed on a monthly basis of $7,382. For the Data Center
Infrastructure, Genuity will be billed as a prorated share of total
employees using the platform. Initial estimates are based on 3,500
Genuity employees out of a base of 90,000 total employees (3,500/90,000
or 3.89%).
Part 2 - Production Support -The funding authorized for the production
support portion of the Statement of Work is defined below at a per seat
per month rate with volume discounts applied. Payment will be made
based on the average number of SAP Named Users during each month.
Forecasted users in the HR system is expected to be 700 - 800 with
Genuity representing 50 of
Page 4 of 9
those. Genuity will be billed at the system price per seat based on
the total system users. Current ▇▇▇▇ rate with 50 out of the 800
planned users would be $170.00.
---------------------------------------------------------------------------------------------------
Number of Named Users Monthly Price Per Seat
---------------------------------------------------------------------------------------------------
** 50 $819.00
---------------------------------------------------------------------------------------------------
51-100 $472.00
---------------------------------------------------------------------------------------------------
101-150 $336.00
---------------------------------------------------------------------------------------------------
151-200 $285.00
---------------------------------------------------------------------------------------------------
201-300 $234.00
---------------------------------------------------------------------------------------------------
301-400 $209.00
---------------------------------------------------------------------------------------------------
401-500 $193.00
---------------------------------------------------------------------------------------------------
501-600 $183.00
---------------------------------------------------------------------------------------------------
601-700 $176.00
---------------------------------------------------------------------------------------------------
701-800 $170.00
---------------------------------------------------------------------------------------------------
801-900 $166.00
---------------------------------------------------------------------------------------------------
901-1000 $163.00
---------------------------------------------------------------------------------------------------
1001-1100 $160.00
---------------------------------------------------------------------------------------------------
1101-1200 $157.00
---------------------------------------------------------------------------------------------------
1201-1300 $156.00
---------------------------------------------------------------------------------------------------
1301-1400 $154.00
---------------------------------------------------------------------------------------------------
1401-1500 $152.00
---------------------------------------------------------------------------------------------------
1501-2000 $147.00
---------------------------------------------------------------------------------------------------
** Less than
Page 5 of 9
Part 3 -Enhanced Services - The funding authorized for the enhanced
services in this Statement of Work is defined below at the rates per
hour listed in the Information Technology Services Agreement and
consist of the following estimates to support Genuity Version 1.0.
These estimates are based on current levels of support and are
consistent with the Service Level Agreements. GTEDS will determine the
mix of resources required to complete required tasks.
----------------------------------------------------------------------
Area of Responsibility Authorized Hours (average per
month during each 12 month
period)
----------------------------------------------------------------------
Disaster Recovery 8
Planning
----------------------------------------------------------------------
Auxiliary Tool Support 16
----------------------------------------------------------------------
Application Security 10
Profile Maintenance and
Updates
----------------------------------------------------------------------
Maintenance of Custom 177
built software
----------------------------------------------------------------------
Interface/Outerface 188
Application Support
----------------------------------------------------------------------
Functional Configuration 150
Support and Maintenance
----------------------------------------------------------------------
HR Functional 75
End-User Help Desk
----------------------------------------------------------------------
AD Hoc and Minor 80
Enhancement Support
----------------------------------------------------------------------
Configure and prepare 10
SAP GUI for non-standard
desktop software packages
----------------------------------------------------------------------
Part 4 -Mainframe Processing Charges - The funding authorized for
mainframe processing services for interfaces and outerfaces in this
Statement of Work will be billed at the rates listed in the Information
Technology Services Agreement. Mainframe processing costs are based on
usage of mainframe components including but not limited to CPU, Tape,
and Disk Access.
Page 6 of 9
2.1.1 Monthly Costs
The following estimated summarized monthly prices are based on the
current 800 seats estimated by Genuity and the monthly estimates for
enhanced services:
-----------------------------------------------------------------
Total Price per Month
-----------------------------------------------------------------
Part 1 - Data Center 7,382
Infrastructure
-----------------------------------------------------------------
Part 2 - Production Support 8,520
-----------------------------------------------------------------
Part 3 - Enhanced Services 91,781
-----------------------------------------------------------------
Part 4 - Mainframe Services 1,000
-----------------------------------------------------------------
Estimated Total $108,683
-----------------------------------------------------------------
If Genuity elects to use GTEDS Hardware to operate and run Genuity
Provided Software pursuant to a Statement of Work, Genuity shall obtain
all licenses necessary for use of such software, pay any associated
fees negotiated with GTEDS for running such software for Genuity and
pay any costs related to obtaining required consents needed by GTEDS to
use such software for Genuity's benefit. Genuity shall be responsible
for all costs associated with Genuity provided third party software.
The estimated license fee(s) are to be determined.
3.0 Service Level
GTEDS will perform the services requested in the Statement Of Work with
the intention of meeting the service level objectives for the
Production SAP R/3 system as outlined in the SAP R/3 Service Level
Agreement attached to the Information Technology Services Agreement.
GTEDS will provide monthly reporting against each service level to
Genuity. Each service level will have a target range of performance.
These terms are defined as follows:
Goal - Grade of service that GTEDS will be striving for
Target - Grade of service that should initially be expected
Baseline - Grade of service that will require investigation, an
action plan and improvement to at least the target
level.
If GTEDS's performance falls to the baseline more than two (2)
consecutive months or two months in the previous six (6) months, GTEDS
will, as part of the standard service offering, conduct an
investigation into cause of the service problem. GTEDS will present
Genuity with an action plan within in thirty (30) days that corrects
GTEDS' performance to the target level. Correction to the target must
be completed within thirty (30) days after the plan is presented and
mutually agreed to.
Page 7 of 9
4.0 APPROVALS
IN WITNESS WHEREOF, the parties have executed this Agreement on the date or
dates indicated below to be effective as of the date specified below.
GTE DATA SERVICES, INCORPORATED GENUITY SOLUTIONS INC.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Approval authorizes GTEDS to proceed with performing and scheduling the work.
Page 8 of 9
Attachment A - Genuity HR/Payroll Version 1.0
CD Rom is available upon request.
Page 9 of 9
Statement of Work Between
GTE Data Services, Incorporated and Genuity Solutions Inc.
To Provide Support for SAP HR Common Development
1.0 Management Summary
1.1 Introduction
This SOW, GTEI00026, is issued pursuant to, and incorporates by
reference herein the Agreement for IT Transition Services effective as
of ________________________, 2000 between GTE Data Services
Incorporated ("GTEDS") and Genuity Solutions Inc. ("Genuity"). When
mutually signed for implementation, this SOW becomes contractually
binding on Genuity and GTEDS under the terms and conditions of this
signed SOW and the Agreements referenced in this section. This SOW
outlines the tasks required by GTEDS for support of "SAP HR Common
Development". The Period of Performance for this SOW is up to one year
from the effective date. This SOW may not be renewed.
Genuity currently uses SAP/HP enterprise software system to support
Human Resources and Payroll services. GTEDS will continue to support
this application during the interim transition period. During this
period, certain enhancements/developments to the SAP/HR system are
scheduled to be implemented. This statement of work provides for GTEDS
to implement such changes during the interim transition period. The
enhanced functionality allows Genuity employees to view their personal
HR/Payroll information on-line and will improve Genuity's ability to
conduct salary and incentive planning.
1.2 Scope of Work
Development services are being purchased from the SAP Program to
provide outsource implementation/development services for Genuity for
the purposes of common development of HR functionality. The scope of
this project includes three phases. Phase 1 will include Enhanced
Compensation, Employee Self Service enhancements, 4.6, and selected
Fixes/Upgrades and Enhancements (FUE) to the productive system. Phase 2
includes Pension Payroll and selected Fixes/Upgrades and enhancements
to the productive system. Phase 3 includes Work Flow External Email and
selected Fixes/Upgrades and Enhancements to the productive system. Time
Reporting for internetworking is not in scope.
The specific scope items, by phase, are as follows:
1.2.1 Phase 1.
1.2.1.1 HR - Enhanced Compensation
Develop Standard Compensation functionality in SAP per the
following:
. Configure salary planning functionality
. Configure incentive plan & payment functionality
. Configure Market Pricing functionality
. Configure Comp supporting Workflow Actions
. Configure ESS Comp screens
Support implementation of functionality and conversion of
employees into Comp Module.
Page 1 of 8
Genuity is responsible for User Testing.
1.2.1.2 HR - ESS Enhancements
Configure & Migrate existing ESS functionality into the new 4.6b
expanded ESS Module per the following:
. Configure ITS to SAP Connections
. Migrate Existing ESS screen to 4.6b module
. Expand Infotype update and edit functionality
Genuity is responsible for User Testing.
1.2.1.3 HR-4.6 Upgrade
Develop / Configure/ Test and migrate SAP 3.1H functionality into the
current release of SAP.
. Update all Z programs to account for release changes
. Update Configuration for PD-PA integration
. Update user exits
. Update pay rules/logic
. Update interface programs
Genuity is responsible for User Testing and providing support for
activities on the Genuity side of the network firewall.
1.2.1.4 FUE - Phase 1.
Functional enhancements to close post conversion functionality gaps are
as follows:
--------------------------------------------------------------------------------------------------------
7/1/00 PA: Mail Code Change Config / CRIME
--------------------------------------------------------------------------------------------------------
7/1/00 Mechanize Accruals
--------------------------------------------------------------------------------------------------------
7/1/00 Retro Booking
--------------------------------------------------------------------------------------------------------
7/1/00 Adhoc Reporter 4.6
--------------------------------------------------------------------------------------------------------
7/1/00 COMP: IT9005 Add New SubInfotypes
--------------------------------------------------------------------------------------------------------
7/1/00 COMP: Config for Salary Plan - 4.6b
--------------------------------------------------------------------------------------------------------
7/1/00 COMP: Config Incentive Infotypes 9005
--------------------------------------------------------------------------------------------------------
7/1/00 COMP: Config IT382 / 379 Stock Plans - 4.6
--------------------------------------------------------------------------------------------------------
7/1/00 COMP: Config Managers Desktop 4.6 - Phase I
--------------------------------------------------------------------------------------------------------
7/1/00 COMP: IT9005 Add New Date Field (Plan Eligibility & Ztable)
--------------------------------------------------------------------------------------------------------
7/1/00 COMP: IT9005 Add to Job Change / New Hire Event
--------------------------------------------------------------------------------------------------------
7/1/00 COMP: IT9005 Default Comp Split and Target from Job IT9500 (User Exit)
--------------------------------------------------------------------------------------------------------
7/1/00 COMP: IT9005 Screen Changes
--------------------------------------------------------------------------------------------------------
7/1/00 COMP: IT9005 User Exit to Default / Calculate MICS Team / Assign Team Lead
--------------------------------------------------------------------------------------------------------
7/1/00 COMP: Modify Reason Codes - (Comp)
--------------------------------------------------------------------------------------------------------
7/1/00 DOT: Config / Conversion
--------------------------------------------------------------------------------------------------------
7/1/00 ▇▇▇: Interface Enhancements
--------------------------------------------------------------------------------------------------------
7/1/00 NIS - Interface Enhancements
--------------------------------------------------------------------------------------------------------
7/1/00 NIS: Outerface EE Data to BA Merger Database
--------------------------------------------------------------------------------------------------------
7/1/00 PA: American Express In/Outerface
--------------------------------------------------------------------------------------------------------
7/1/00 PA: CARS - Outerface
--------------------------------------------------------------------------------------------------------
Page 2 of 8
--------------------------------------------------------------------------------------------------------
7/1/00 PA: Enhance History Infotype to include additional Chrono fields and Load Legacy Chrono
--------------------------------------------------------------------------------------------------------
7/1/00 PA: I9 IT0094 / IT0048 Event
--------------------------------------------------------------------------------------------------------
7/1/00 PA: I9 IT0094 new values
--------------------------------------------------------------------------------------------------------
7/1/00 PA: Re-use of IT 9007 to support Employee Relation Re-hire functionality
--------------------------------------------------------------------------------------------------------
7/1/00 PA: ReWrite Dynamic Events / Replace with Workflow (Reduce Complex Logic)
--------------------------------------------------------------------------------------------------------
7/1/00 PA: ReWrite User Exits / Replace with Workflow (Reduce Complex Logic)
--------------------------------------------------------------------------------------------------------
7/1/00 PA: SSAP (awards)
--------------------------------------------------------------------------------------------------------
7/1/00 PA: ZPO4 HR and ESS Changes
--------------------------------------------------------------------------------------------------------
7/1/00 PD: Config Event Mgt for College Recruitment
--------------------------------------------------------------------------------------------------------
7/1/00 PD: Config PD to PA Master File Integration 4.6
--------------------------------------------------------------------------------------------------------
7/1/00 PD: Config Skills Module
--------------------------------------------------------------------------------------------------------
7/1/00 PD: Job Description Config 4.6
--------------------------------------------------------------------------------------------------------
7/1/00 PD: Job Description -New Infotype for Hourly
--------------------------------------------------------------------------------------------------------
7/1/00 PD: Limit Exemption code in PD to E,N,H
--------------------------------------------------------------------------------------------------------
7/1/00 PD: Market Pricing / Job Design - PD 4.6
--------------------------------------------------------------------------------------------------------
7/1/00 PD: Market Pricing System BAPI (Reward) 4.6
--------------------------------------------------------------------------------------------------------
7/1/00 PD: Protect Supervisor Code Field - No Job Overrides
--------------------------------------------------------------------------------------------------------
7/1/00 PD: User Exit to verify that reports to position has supervisor box = "Y"
--------------------------------------------------------------------------------------------------------
7/1/00 Report: Identify IT000 and IT0008 mis-matches
--------------------------------------------------------------------------------------------------------
7/1/00 Report: Union Dues Reports (2)
--------------------------------------------------------------------------------------------------------
7/1/00 TRNG: Config for Education and Training Adm - Phase I
--------------------------------------------------------------------------------------------------------
7/1/00 WF: IT9005 Subtype Specific Workflows
--------------------------------------------------------------------------------------------------------
7/1/00 WF: Notify Variable Team if Team Assigned to 00000 Default
--------------------------------------------------------------------------------------------------------
7/1/00 WF: Notify Supervisor and Team Lead of Team Assignment
--------------------------------------------------------------------------------------------------------
7/1/00 WF: Work Flow: Config Work Flow using PD 4.6
--------------------------------------------------------------------------------------------------------
7/1/00 WF: Workflow - Awards Process
--------------------------------------------------------------------------------------------------------
7/1/00 WF: Workflow - IT9500 Events
--------------------------------------------------------------------------------------------------------
7/1/00 WF: Workflow - Locking EE from system when termed
--------------------------------------------------------------------------------------------------------
7/1/00 WF: Workflow - Notification of Long term disability actions
--------------------------------------------------------------------------------------------------------
7/1/00 WF: Workflow - Off cycle check approval
--------------------------------------------------------------------------------------------------------
7/1/00 WF: Workflow Z Object
--------------------------------------------------------------------------------------------------------
7/1/00 Allocation Process - Short Term Disability
--------------------------------------------------------------------------------------------------------
7/1/00 CCS Support 4.6
--------------------------------------------------------------------------------------------------------
7/1/00 Changes to Wage Threshold Report
--------------------------------------------------------------------------------------------------------
7/1/00 Define and config new payroll results infotypes
--------------------------------------------------------------------------------------------------------
7/1/00 DRP - Enhancements
--------------------------------------------------------------------------------------------------------
7/1/00 FLS Balancing
--------------------------------------------------------------------------------------------------------
7/1/00 Interface Reports Cleanup (Single page vs by SubArea)
--------------------------------------------------------------------------------------------------------
7/1/00 Part time Salaried Solution (long term solution)
--------------------------------------------------------------------------------------------------------
7/1/00 Pre-note direct deposit
--------------------------------------------------------------------------------------------------------
7/1/00 Program to keep ITs and asshr in sync
--------------------------------------------------------------------------------------------------------
7/1/00 Purchase Time Off (Paid @ Election)
--------------------------------------------------------------------------------------------------------
7/1/00 Report: Payroll register and associated reports for Consco Companies
--------------------------------------------------------------------------------------------------------
7/1/00 Re-write ▇▇▇▇▇▇ Interface
--------------------------------------------------------------------------------------------------------
7/1/00 Time Reporting / SSIP - Pilot
--------------------------------------------------------------------------------------------------------
7/1/00 Security - Users cannot Update their own records
--------------------------------------------------------------------------------------------------------
7/1/00 Security: Time Study Profile I/T 27 (Browse); I/T 9530 (update)
--------------------------------------------------------------------------------------------------------
Page 3 of 8
Genuity is responsible for User Testing and providing support for
activities on the Genuity side of the network firewall.
1.2.2 Phase 2.
1.2.2.1 HR-Pension P/R
Develop the following to support Pension within SAP:
. PPS interface for feed from ▇▇▇▇▇▇ for adding new pension
records to SAP and associated editing of data entering the SAP
system.
. PSI interface from SAP to ▇▇▇▇▇▇ for tracking of hours and
earnings, includes accumulation of hours and earnings before
sending to ▇▇▇▇▇▇.
. Conversion of existing pension data to SAP.
. Mechanize compare of conversion and payroll results.
. Trust fund reporting.
. Configuration to support pension:
. Wage types
. Events
. Check print
. Tax calculation
. Banking
. Corporate structure
. Training for end users.
. Life cycle support of pension related SAP configuration.
. Conversion of history data as required by legal requirements.
. Provide query capabilities.
. Includes an ongoing archiving of pension information.
. BDS enhancements to support transition to SAP.
. Mechanical solution for manual edits to SAP pension HR/PAY data
requiring corrective data to ▇▇▇▇▇▇.
. Life cycle support of pension related SAP configuration.
1.2.2.2 FUE - Phase 2
Functional enhancements to close post conversion functionality gaps are
as follows:
------------------------------------------------------------------
10/1/00 EOG Ztable and Logic replaced with SAP Logic
------------------------------------------------------------------
10/1/00 COMP: Config Managers Desktop 4.6 - Phase II
------------------------------------------------------------------
10/1/00 Managers Desktop Phase II
------------------------------------------------------------------
10/1/00 NIS: Export of T510N records to NIS/MSS-HSS
------------------------------------------------------------------
10/1/00 PD: Config for Incentive Pay Plans - 4.6b
------------------------------------------------------------------
10/1/00 Report: EEO-1 Report Enhancement
------------------------------------------------------------------
10/1/00 Report: Vets-100 Report Enhancement
------------------------------------------------------------------
10/1/00 TRNG: Config for Education and Training Adm - Phase I
------------------------------------------------------------------
10/1/00 WF: Workflow: Config External Emails 4.6
------------------------------------------------------------------
10/1/00 BDS Phase I
------------------------------------------------------------------
10/1/00 Pension Payroll
------------------------------------------------------------------
10/1/00 Turn Down Exception Job in FFE
------------------------------------------------------------------
Genuity is responsible for User Testing and providing support for
activities on the Genuity side of the network firewall.
Page 4 of 8
1.2.3 Phase 3
1.2.3.1 HR-W/F External E-mail
Develop / Configure and Test SAP MAPI compliant capabilities
as follows:
. Configure MAPI Connections
. Develop and Test interface to Exchange / CC Mail / SMTP
. Modify Existing Workflow Actions - to use MAPI interface
Genuity is responsible for User Testing and providing support for
activities on the Genuity side of the network firewall.
1.2.3.2 FUE - 1/1/2001
Functional enhancements to close post conversion functionality gaps are
as follows:
---------------------------------------------------------------------------
1/1/01 IT0027 FI/CO Cost Center Changes
---------------------------------------------------------------------------
1/1/01 COMP: Config for Incentive COMP - 4.6b
---------------------------------------------------------------------------
1/1/01 LD: Leadership Development
---------------------------------------------------------------------------
1/1/01 PD: Leadership Development - Config
---------------------------------------------------------------------------
1/1/01 Report: Leadership Development - Reports
---------------------------------------------------------------------------
1/1/01 TALX Interface Re-design
---------------------------------------------------------------------------
1/1/01 PSI Replacement
---------------------------------------------------------------------------
1/1/01 Time Reporting - GHY
---------------------------------------------------------------------------
1/1/01 Time Reporting - GTEDS
---------------------------------------------------------------------------
1/1/01 Time Reporting - Supply
---------------------------------------------------------------------------
ZZZ Allocation Process - Short Term Disability
---------------------------------------------------------------------------
ZZZ BDS Phase II
---------------------------------------------------------------------------
ZZZ Check distribution code contacts.
---------------------------------------------------------------------------
ZZZ FLS Outerface to Include local taxes
---------------------------------------------------------------------------
ZZZ Mech ZIH40 Feed to Legacy
---------------------------------------------------------------------------
ZZZ Mechanize 3rd party check reqs (95)
---------------------------------------------------------------------------
ZZZ Mechanize Sales Inc Pay Rules
---------------------------------------------------------------------------
ZZZ Produce third party checks out of SAP
---------------------------------------------------------------------------
ZZZ Replace BBN ETR with SAP CATS/TIME
---------------------------------------------------------------------------
ZZZ SAPScript Simplification
---------------------------------------------------------------------------
ZZZ Create ability to send multiple employee records on the CDC
---------------------------------------------------------------------------
Genuity is responsible for User Testing and providing support for
activities on the Genuity side of the network firewall.
1.3 Milestone Schedule
Not Applicable
Page 5 of 8
1.4 Deliverables
---------------------------------------------------------------------
Deliverable Responsible Acceptance Criteria* Due Date
Party (dd-mm-yy)
=====================================================================
Phase 1 SAP Project See Section 1.6 7/1/00
Phase 2 SAP Project See Section 1.6 10/1/00
Phase 3 SAP Project See Section 1.6 1/1/01
---------------------------------------------------------------------
1.5 Completion and Acceptance Criteria
Upon Completion of integrated test, a " Go/No Go" meeting with the
common users (including Genuity) and the GTEDS - SAP Project will be
held in order for the customer to evaluate the functionality of the
given phase components and provide acceptance for the solution to move
to production.
1.6 Contract Type
This is a Time and Materials Statement of Work with not to exceed
hours.
1.7 Compensation Authorization
The Statement of Work has an estimated 1,240 hours with a total
compensation of $139,106 as defined below:
----------------------------------------------------------
Payment Deliverable Authorized Payment
----------------------------------------------------------
Labor $120,506
----------------------------------------------------------
Travel $ 0
----------------------------------------------------------
Computer Support $ 18,600
----------------------------------------------------------
----------------------------------------------------------
Monthly Total $139,106
----------------------------------------------------------
1.8 Key Personnel
Not Applicable
1.9 Travel
When travel needs arise, GTEDS will identify and request authorization
and approval from Genuity prior to travel.
GTEDS will invoice Genuity for approved reimbursable travel expenses at
actual costs incurred as a result of performance under the Statement of
Work ("Reimbursable Travel Expenses") in accordance with the Master
Contract.
Page 6 of 8
1.10 Special Considerations
Pricing is based on the assumption that this interface will be
scheduled and managed by Genuity.
1.11 Genuity Contacts
Program Manager:
Title:
Name: Genuity
Company:
Telephone:
Fax:
1.12 GTEDS Contacts
Account Manager:
Title:
Name:
Company: GTEDS
Telephone:
Fax:
Contract Manager:
Title:
Name:
Company: GTEDS
Telephone:
Fax:
Page 7 of 8
2.0 APPROVALS
IN WITNESS WHEREOF, the parties have executed this Agreement on the
date or dates indicated below to be effective as of the date specified
above.
------------------------------------------------------------------
GTE Data services Genuity Solutions Inc.
------------------------------------------------------------------
------------------------------------------------------------------
By - Signature By - Signature
------------------------------------------------------------------
------------------------------------------------------------------
Printed Name Printed Name
------------------------------------------------------------------
------------------------------------------------------------------
Title Title
------------------------------------------------------------------
------------------------------------------------------------------
Date Date
------------------------------------------------------------------
Approval authorizes GTEDS to proceed with performing and scheduling the work.
Page 8 of 8
Statement of Work
Between
Genuity Solutions Inc.
And
GTE Service Corporation
To Provide Support For:
Computing Infrastructure Services
1.0 Management Summary
1.1 Introduction
This Statement of Work is appended to the Agreement for IT Transition
Services dated ________________________, 2000 by and between GTE
Service Corporation and its affiliates ("GTESC") and Genuity Solutions
Inc. ("Genuity") and shall be governed by the terms and conditions
hereof. The services described herein shall be provided by Genuity for
a period of up to 12 months effective upon the Effective Date of the
Agreement for IT Transition Services. This Statement of Work may not be
renewed.
1.2 Executive Summary
Genuity is currently providing computing infrastructure information
technology services to GTESC. These computing infrastructure services
include providing phone and desk-side support to GTESC personnel and
their desktop computing equipment ("End User Support"); providing
network connections and transmission for GTESC personnel and equipment
("Network Support"); supporting shared computer hardware and software
utilized by GTESC personnel to accomplish business functions ("Server
Operations and Support"); and supporting telephonic services (voice and
FAX) for GTESC personnel ("Voice Services and Support").
These services are required during the separation and transition of
GTESC due to GTESC's short-term inability to provide these services due
to the particular locations of the GTESC personnel or equipment, the
skills required to provide these services at the sites, or the lack of
GTESC labor at these locations to apply to these services.
GTESC will receive these services for up to 12 months effective upon
the date of execution of the Agreement.
2. Scope of Work
Computing Infrastructure Services are being provided by Genuity to
GTESC which include the following service areas and general areas of
activity:
End User Support, which consists of the following activity areas:
. Help Desk Support
. ID Management and
. Fault Isolation and Problem Resolution
All problems and service requests will be reported to the Genuity
National Support Center (NSC). The NSC will log and track problems
using the Infoman information system. Problems not reported
through the NSC may not be logged and tracked properly.
Network Support, which consists of the following activity areas:
. LAN/WAN Implementation, Access, and Management
. Network Security
. InterWAN Access
. Fault Isolation and Problem Resolution
Page 1 of 5
For those locations and items specified in Attachment A, Genuity
will provide Local Area and Wide Area network Implementation,
access, and management. Genuity will provide wide area network
availability and monitoring from the designated Genuity data
center to the GTESC location and to designated GTESC data centers.
Genuity has management responsibility for all equipment and
circuits that provide the network connection to the contracted
computing equipment. The network will be designed and modified as
necessary to ensure that the business needs are met and effective
technology is utilized. Genuity will perform network planning and
capacity management planning based on the receipt of required
information concerning transaction volumes and timing, etc. from
GTESC. If an outage occurs, appropriate notifications will be
made.
Server Operations and Support, which consists of the following
activity areas:
. NT Client/Server Support
. Operations Monitoring
. Fault Isolation and Problem Resolution
For those locations and items specified in Attachment A, Genuity
will provide server support and management for home share and
print servers designated in SOW. Servers will be added to meet and
maintain service levels based on designated users base supported
by this SOW. Server monitoring will be performed 24hours x 7days
with fault isolation and problem resolution.
Genuity will provide facilities management services to house and
support the servers with their peripheral configuration of DASD,
printers, and network required to support GTESC.
The configuration of each supported server will be defined during
the implementation of the server.
Genuity will provide console operations to support all servers
covered by this agreement. System performance technicians will
monitor the CPU and all associated tasks and applications. Genuity
is responsible for the detection and correction of faults within
the environment and for restoration of customer systems after
failure.
Genuity is responsible for the support of all contracted hardware
and associated system software listed in the inventory, Attachment
B (not included).
Genuity is responsible for the physical and logical security of
the contracted equipment defined. Genuity is additionally
responsible for logging proper and illegal access, providing a way
to audit security information, rectifying security breaches and
addressing unauthorized use of the system. System security is
provided through the following activities:
. Physical security of the Genuity data center
. Logical security via limited, authorized use of system
resources
. Perform User ID administration in accordance with customer
requirements
. Maintain ownership of the system level password.
. Perform electronic recording/monitoring of system usage
with available systems tools for audit purposes as needed
. Monitor and log firewall accesses
Genuity will maintain all activities associated with tape
management in support of GTESC production processing. The tape
operations staff will also be responsible for shipping and
receiving tapes from the off-site storage facility and customer
requested location. Backups will be performed per requirements
provided by GTESC. Genuity is responsible for documenting the
backup, tape rotation and storage per GTESC request.
Voice Services and Support, which consists of the following
activity areas:
. PBX/Phone Implementation, Access, and Management
. Voice and Data Circuit Management
. Fault Isolation and Problem Resolution
Page 2 of 5
For those locations and items specified in Attachment A, Genuity
will provide support for voice services and PBX systems. Included
in this support will be the following:
. Moves, Adds, & Changes (Moving phone sets to new locations,
Adding New Phone Sets/Service, Changing Passwords for
Voicemail)
. Repairs (No dial tone, Can't call out or receive calls)
. Name Connector (Update Name & Number changes)
. Maintenance (Bi-weekly backups)
. Traffic Studies (Performance Studies - Trunk & Routes)
. Internal Business Support (Attend project meetings, create &
maintain cut sheets, ordering & managing contract wire
companies)
. Circuit Management (Ordering/Installing/Managing ISDN, ISDN
Circuits for Televideo, ISDN Circuits for PBX Switch, ISDN
Circuits for Data)
. Ordering/Managing DS1/DS3 for internal LAN/WAN
. Major Project moves & Restacks
. Order and manage 800 numbers as needed
2.1 Contract Type
This is a Fixed Unit Price Statement of Work. Each service element has
a unit defined and a monthly price per unit.
2.2 Compensation Authorization
The funding authorized for this Statement of Work is delineated in
Attachment A. Each site or item covered has a unit defined, a baseline
number of units, and a monthly charge per unit. Certain one-time
charges to specific service elements may apply and are delineated in
Attachment A.
2.3 Genuity Responsibilities
. Perform daily operational activities to ensure that production
activities are performed and controlled as required.
. Detect and correct faults within the environment.
. Communicate system outages to customers in a timely manner.
. Restore customer systems after a failure.
. Provide infrastructure and/or system support and install
vendor upgrades.
. Evaluate customer requests and prepare associated impact
statements.
. Support Infrastructure and system software.
. Perform network monitoring between the data center and
customer premises.
. Provide production operational support of outsourcing
solution.
. Provide operational support for application production
processing and development environments.
. Perform capacity and technical planning for outsourcing
solution evolution.
. Respond to and resolve Incident Reports per terms of the
service levels.
. Document technical and operational designs, plans and ongoing
support processes.
. Maintain system software inventory.
. Prepare, install, and certify system software releases.
. Perform problem analysis and resolution
. Budget for, order, and plan upgrades for current inventory of
software.
. Monitor and optimize DASD, tape and servers and perform
recovery operations if required.
. Plan, control and manage all hardware and software system
changes.
. Perform User ID administration in accordance with customer
requirements.
. Monitor and log firewall access.
. Implement new servers as requested by GTESC through a
statement of work.
Page 3 of 5
. Perform file back ups and recovery per requirements from
GTESC.
. Provide requested periodic reporting of effort and/or
performance.
. Attend monthly performance review meetings to present
performance against service levels and review account status.
2.4 Key Personnel
Genuity shall assign Key Personnel to participate in the execution of
this Statement of Work as required by GTESC.
2.5 Travel
When travel needs arise, Genuity will identify and request
authorization and approval from GTESC prior to travel.
2.6 Service Level Agreements
Genuity and GTESC may, upon mutual agreement, develop and implement
Service Level Agreements for any supplied Computing Infrastructure
Service. These agreements will specify the details of service
operations including scheduled hours of operation, scheduled outages
for maintenance, change management, and other operational activities;
incident and outage management, including target restoration times,
escalation, outage reporting; and service performance, including
mutually agreeable service performance metrics and targets for such
metrics.
2.7 Genuity and GTESC Contacts
(To be Supplied)
Page 4 of 5
3.0 Approvals
IN WITNESS WHEREOF, the parties have executed this Agreement on the
date or dates indicated below to be effective as of the date specified
above.
GTE SERVICE CORPORATION GENUITY SOLUTIONS INC.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Page 5 of 5
Statement of Work Between Genuity Solutions Inc. and GTO (BBNT)
For Computing Infrastructure Services
Management Summary
1.1 Introduction
This Statement of Work is appended to the Agreement for IT
TransitionServices dated March 31, 2000 by and between Genuity Solutions
Inc. ("Genuity") and GTE Service Corporation and its affiliates
(hereinafter collectively referred to as "GTE" or "GTO" or "GTE
Technology Organization") and shall be governed by the terms and
conditions thereof. The services described herein shall be provided by
Genuity for a period of the earlier of one year from the Effective Date
of the IT Transition Services Agreement or the date of completion of the
work. This Statement of Work may not be renewed.
1.2 Executive Summary
The physical build out of the computing infrastructure needed for the GTE
Technology Organization to be self-sufficient and to perform business as
usual will not have been completed by the merger date. GTE Technology
Organization has maintained that, in order to continue its regular
business operations, they will need continuing network, server, voice,
desktop and help desk support services provided by the Genuity
Information Technology organization in Cambridge, MA. During the
transition period, physical separation activities will be completed to
enable the GTE Technology Organization to be able to support itself on
it's own computing infrastructure, owned and maintained by them, as well
as put in place their own support staff.
1.21 Order of Precedence
Any inconsistency in this document shall be resolved by giving priority
and precedence in the following order:
1. Statement of Work (SOW)
2. Software Development and Technical Services Agreement
1.3 Scope Of Work
The Scope of Work is as-performed as of March 31, 2000 and is limited to
current operations environment and geography. The scope of work assumes
end-users remain in current environments and geographies and do not
undergo significant physical relocation except as required to meet the
3/31/2000 physical separation requirements or moves planned before the
initiation of this agreement as part of BAU processing.
See Section 1.42-Service Support Environmental Thresholds for specific
metrics.
Page 1 of 23
1.31 General Services and Support
----------------------------
Support and maintenance services are being purchased from Genuity to
provide outsource Computing Infrastructure services at the locations
listed below.
Tier Level 1: Complete Suite of Computing Infrastructure Services
. End User Services
. Network Operations and Support
. Server Operations and Support
. Voice Services and Support
. Fast Start
. Technology Refresh
Tier Level 2: Any sub-set of the Suite of Computing Infrastructure Services,
based upon existing Computing Infrastructure services being provided as of
3/31/2000.
------------------------------------------------------------------------------------------------------------------------
Business Unit Location Tier Level Services Provided
------------------------------------------------------------------------------------------------------------------------
GTO Cambridge, MA Tier 1 A - E all inclusive
------------------------------------------------------------------------------------------------------------------------
GTO Rosslyn, VA Tier 1 A - E all inclusive
------------------------------------------------------------------------------------------------------------------------
GTO Columbia, MD Tier 1 A - E all inclusive
------------------------------------------------------------------------------------------------------------------------
GTO Norfolk/Virginia Beach, VA Tier 2 A - E subset based on services being
provided at 3/31/00
------------------------------------------------------------------------------------------------------------------------
GTO San Diego, CA Tier 2 A - E subset based on services being
provided at 3/31/00
------------------------------------------------------------------------------------------------------------------------
GTO Hawaii Tier 2 A - E subset based on services being
provided at 3/31/00
------------------------------------------------------------------------------------------------------------------------
GTO Canoga Park, CA Tier 2 A - E subset based on services being
provided at 3/31/00
------------------------------------------------------------------------------------------------------------------------
Cyber Trust, Professional Cambridge, MA Tier 1 A - E all inclusive *
Services Needham, MA
------------------------------------------------------------------------------------------------------------------------
GTO (EBO, GTO Home Office) Waltham, MA Tier 2 A - E subset based on services being
provided at 3/31/00
------------------------------------------------------------------------------------------------------------------------
GTO All other sites Tier 2 A - E subset based on services being
provided at 3/31/00
------------------------------------------------------------------------------------------------------------------------
* Genuity provides WAN connectivity to the GTE Inter-SBU WAN and any outsourced
services provided by GTE.
Computing Infrastructure Suite of Services
A. End User/Site Support
. Help Desk Support (contracted with Cambridge) and Training
(Cambridge only)
. Desktop Hardware Break/Fix Support, including Networked
Printers
. Desktop Software Support
. ID Management
. Fault Isolation and Problem Resolution
Page 2 of 23
B. Network Support
. LAN/WAN Implementation, Access, and Management
. Network Security (audits, firewall implementation,
architecture, policy)
. Dialup Remote LAN Access
. Fault Isolation and Problem Resolution
C. Server Operations and Support
. NT Client/Server Support
. Email Administration and Support
. Printing Infrastructure Support
. UNIX Server Administration and Support
. Operations Monitoring
. Backup and Recovery
. Job Scheduling Support and Administration
. Account Administration
. Disaster Recovery
. Capacity Planning
. Fault Isolation and Problem Resolution
D. Voice Services and Support
. PBX/Phone Implementation, Access, and Management
. Voice and Data Circuit Management
. VTC Support
. Fault Isolation and Problem Resolution
E. Programs
. Fast Start - according to existing guidelines
. Tech Refresh - according to existing guidelines
Help Desk Services
------------------
Genuity will provide Help Desk Support through the IT Help Desk in
Cambridge. All problems will be reported to the Cambridge Genuity
Help Desk. The Cambridge Genuity Help Desk will log and track
problems using Vantive. Problems not reported through Cambridge may
not be logged and tracked properly and will not be subject to
service restoration or availability targets.
The IT Help Desk can be reached at 617/873-4357 or via email to
helpdesk@ (for technical problems) or hdrequest@ (to request IT
services). The IT Help Desk's business hours are Monday - Friday,
7:30am to 8:30pm EST. After hours emergency support is available for
emergencies/critically impacting events by calling 617/873-4357. An
On-Call Support technician will be paged for Severity 0 events and
Remote Access issues.
End User/Site Support
---------------------
Genuity will provide Desktop Support for both hardware and
operating software. Standardized software includes, but is not
limited to, On-Line Backup, Eudora, Meeting Maker, Norton Anti-
Virus, Microsoft Office Applications, Netscape, Adobe Acrobat, and
Outlook. Genuity will also provide Fast Start and Tech Fresh
deployments according to existing guidelines. Desktop Assets are
maintained in Genuity Computing Infrastructure Asset Tracking
Database per the Break/Fix contract and the Desktop Leasing TOC
contract.
Page 3 of 23
Standard Operation Hours: Monday - Friday, 8:00am to 5:00pm EST.
Emergency support is not available after hours, except for Remote
Access events.
Network Support
---------------
Genuity will provide Local Area and Wide Area network Implementation,
access, and management. Genuity will provide wide area network
availability and monitoring from the designated Genuity data center to
the customer and to designated customer data center. Genuity has
management responsibility for all equipment and circuits that provide
the network connection to the contracted computing equipment.
To meet our separation objectives existing engineering principles are
being used in the separation process. If at the time that separation
is complete, GTO would like to discuss Network redesign, GTO can
engage TSD/NSO in discussions for future deployments.
Genuity will perform network planning and capacity management planning
based on the receipt of required information concerning transaction
volumes and timing, etc. from GTO. If an outage occurs, appropriate
notifications will be made. Genuity will provide ISP services to GTO
for the following: Domain Name Registration, IP Address Assignments,
Managed Firewalled Internet Connectivity, and DNS Services as
required. Any services outside this scope will be negotiated on a
separate SOW and agreed to by both parties.
Genuity is responsible for Local Area Network and Wide Areas Network
service, supported through the GTE Genuity IT Data Centers, consisting
of the general maintenance, problem diagnosis and resolution, and
network security services. This designation also covers application
and tools, which support general connectivity and data transfer.
Examples of these include Ascend, SSH, QVTNet, FTP, and SCP.
Standard Operating Hours: Monday - Friday, 8:00am to 5:00pm EST.
Emergency on-call support is available after standard hours.
Server Operations and Support
-----------------------------
Genuity will provide server support, including application server
support, and management for user share and printing services
designated in SOW. Servers will be added to meet and maintain service
levels based on designated users base supported by this SOW. Email
Administration and Support will be provided by Genuity. Upgrades to
email software to be provided and maintained by Genuity. UNIX/NT
Server Administration and Support will be provided for systems
designated in the Production Support section of the SOW. Server
monitoring will be performed 24x7 with fault isolation and problem
resolution managed in accordance with the service level agreement
Standard Operating Hours: Monday - Friday, 8:00am to 5:00pm EST.
Emergency on-call support is available after standard hours.
Page 4 of 23
Voice Services and Support
--------------------------
Genuity will provide voice network management, planning, and
implementation. Genuity has management responsibility for all
equipment and circuits that provide the network connection to the
contracted telephony equipment. The voice network will be designed and
modified as necessary to ensure that the business needs are met and
effective technology is utilized. Genuity will perform voice network
planning and capacity management planning based on the receipt of
required information concerning headcount volumes and timing, etc.
from GTO. If an outage occurs, appropriate notifications will be made.
Standard Operating Hours: Monday - Friday, 8:00am to 5:00pm EST.
Emergency on-call support is available after standard hours.
1.32 Production Support
------------------
Support and maintenance services are being purchased from Genuity to
provide services for GTO, which includes:
. Perform daily operational activities to ensure that
production activities are performed and controlled as
required.
. Detect and correct faults within the environment.
. Communicate system outages to customers in a timely manner.
. Restore customer systems after a failure.
. Provide infrastructure and/or systems support and install
vendor upgrades.
. Evaluate customer requests and prepare associated impact
statements.
. Support Infrastructure and system software.
. Perform network monitoring between the data center and
customer premises.
. Provide production operational support of outsourcing
solution.
. Provide operational support for application production
processing environment.
. Perform capacity and technical planning for outsourcing
solution evolution.
. Respond to and resolve Incident Reports per terms of the
service levels.
. Document technical and operational designs, plans and
ongoing support processes.
. Maintain system software inventory. (Server and Desktop)
. Prepare, install, and certify system software releases.
. Perform problem analysis and resolution
. Monitor and optimize Legato services, tape and servers and
perform recovery operations if required. (Infrastructure
only).
. Tape storage and Iron Mountain off site storage.
. Plan, control and manage all hardware and software system
changes.
. Perform User ID administration in accordance with customer
requirements.
. Monitor and log firewall access.
. Implement new servers as requested by GTO through a
statement of work.
. Perform file back ups and recovery per requirements from
GTO.
. Provide requested periodic reporting of effort and/or
performance against service levels.
. Attend monthly performance review meetings to present
performance against service level agreement and review
account status.
Genuity will provide facilities management services to house and
support the servers with their peripheral configuration of printers,
and network required to support GTO.
The configuration of each server will be defined in the statement of
work that defines the implementation of the server.
Genuity is responsible for the support of all contracted hardware and
associated system software listed in the statement of work. Business
as Usual growth is supported in this Statement of Work.
Page 5 of 23
Where Genuity has access to and control of the Network equipment of
the data comm space, Genuity is responsible for the physical and
logical security of the contracted equipment defined in this SOW.
Genuity is additionally responsible for logging proper and illegal
access, providing a way to audit security information, rectifying
security breaches and addressing unauthorized use of the system.
System security is provided through the following activities:
. Physical security of the Genuity Cambridge and Burlington
data centers.
. Logical security via limited, authorized use of system
resources
. Perform User ID administration in accordance with customer
requirements
. Maintain ownership of the system level password
. Perform electronic recording/monitoring of system usage with
available systems tools for audit purposes as needed
. Monitor and log firewall accesses
Support Skill sets include:
. Help Desk first level Problem Diagnosis, Triage, and/or
Problem Resolution
. Desktop Hardware/Software Support
. Printing Infrastructure Support
. General Networking
. Telecommunications
. Unix and NT Server Administration
. Systems Planning
. Business Continuity
Hardware and Software Supported Inventory - Refer to Attachment D1
------------------------------------------------------------------
User Share And Print Servers - Refer to Attachment D1
------------------------------------------------------
Server Inventory - Refer to Attachment D2.
------------------------------------------
Network Inventory - Refer to Attachment D3
--------------------------------------------
Phone System Inventory - Refer to Attachment D4
-----------------------------------------------
Remote Sites Inventory - Refer to Attachment D5
-----------------------------------------------
Page 6 of 23
Engineering
-----------
Technology, Solutions, and Deployment organization will provide
consulting expertise in evaluating and recommending new solutions for
new and upgrades to H/W, S/W, Networking, Server Infrastructure. TSD
will provide consulting expertise in evaluating and developing GTE
Genuity Desktop/laptop H/W standards and selection.
Problem Reporting
-----------------
All problems will be reported to the Cambridge Genuity Help Desk. The
Cambridge Genuity Help Desk will log and track problems using Vantive.
Problems not reported through Cambridge may not be logged and tracked
properly and will not be subject to service restoration or
availability targets.
A service outage is the unexplained and unplanned outage of a
scheduled service such as a system, network, or application in which
the customer is unable to continue processing. These outages are
further defined as the loss of service when no redundancy for that
service is available. Application related outages not directly as a
result of system hardware/software problems or operations errors are
not to be considered a service outage for the purposes of this
Statement Of Work.
Application outages are the responsibility of Genuity where Business
Applications are deemed to be supported through outsourcing.
Application outages are the responsibility of Genuity where Business
Applications are deemed to have limited support and only not related
to application software.
Application outages are the responsibility of GTO where outages are
deemed to be at the application level.
In the event of an unscheduled service outage, notification to GTO
will be performed according to customer escalation procedures. Genuity
will provide to GTO information regarding the nature, scope, expected
duration and steps to be taken to resolve the outage.
Page 7 of 23
------------------------------------------------------------------------------------------------------
Application Name Infrastructure Supported By Application Supported By
------------------------------------------------------------------------------------------------------
PRISM Genuity GTO
------------------------------------------------------------------------------------------------------
ETR Genuity GTO
------------------------------------------------------------------------------------------------------
Brio Genuity GTO
------------------------------------------------------------------------------------------------------
Vista Plus Genuity GTO
------------------------------------------------------------------------------------------------------
Hyperion Pillar Genuity GTO
------------------------------------------------------------------------------------------------------
Oracle Financials Genuity Genuity (BEEA)
OE
A/P
G/L
FA
INV
A/R
Purchasing
------------------------------------------------------------------------------------------------------
Cimpal Genuity GTO
------------------------------------------------------------------------------------------------------
▇▇▇▇ Genuity GTO
------------------------------------------------------------------------------------------------------
Vantive Help Desk Genuity Genuity (BEEA)
------------------------------------------------------------------------------------------------------
Iweb Genuity Genuity (BEEA)
------------------------------------------------------------------------------------------------------
HR Database Genuity Genuity (BEEA)
------------------------------------------------------------------------------------------------------
SAP GTO GTO
------------------------------------------------------------------------------------------------------
Restrac GTO GTO
------------------------------------------------------------------------------------------------------
BBN Sentry GTO GTO
------------------------------------------------------------------------------------------------------
Payroll GTO GTO
------------------------------------------------------------------------------------------------------
EECR GTO GTO
------------------------------------------------------------------------------------------------------
1.33 Service Support Environmental Thresholds
----------------------------------------
Baseline Support Threshold
--------------------------
Service levels reflected in the pricing structure are predicated on
supporting a baseline user community and operational environment as
follows:
. GTO baseline personnel supported = 1,423
. Problem Reports/month = 2,302/mo
. Service Requests/month = 1,265/mo
. Major moves of 10 to100 people per year = 40
. Normal ProductionChange Requests = 60
Stretch Support Threshold
-------------------------
Service levels reflected in the pricing structure include the ability
to stretch to accommodate growth during the contract period to a
maximum supported user community and operational environment as
follows:
. GTO stretch personnel = 1,679
. Problem Reports/month = 2,596/mo
. Service Requests/month = 1,492/mo
. Major moves of 10 to 100 people per year = 48
. Normal Production Change Requests = 75
Page 8 of 23
Additional hardware would also be required to support stretch service
levels as follows:
. Incremental mail server increase = 1 per every additional
200 users over baseline 1,423 users.
. Incremental infrastructure server increase = 1 per every
100 additional users over baseline 1,423 users.
. Network switch ports and phone ports required are based on
increments of 24 ports/card.
The growth of any threshold metrics beyond the levels identified in
this section will require the submission of a Change Request Form (See
Attachment A) documenting the anticipated change to the environment.
In response, the Change Request Form will be reviewed, evaluated,
priced, and returned to Genuity for approval prior to execution.
1.4 Contract Type
This is a Fixed Price Statement of Work
1.5 Compensation Authorization
The funding authorized for this Statement of Work is a total of $6,551,577 with
payments of $644,971 due on a monthly basis per contract stipulations. Pricing
may vary contingent upon population changes within the Technology Refresh
Program or software licensing.
--------------------------------------------------------------------
Infrastructure Supported Authorized Monthly Payment
--------------------------------------------------------------------
Server Operations and Support $ 95,700
--------------------------------------------------------------------
Network Operations and Support $ 39,776
--------------------------------------------------------------------
Voice Services and Support $ 75,658
--------------------------------------------------------------------
End User Services $ 184,837
--------------------------------------------------------------------
Total Monthly Services $ 395,971
--------------------------------------------------------------------
Technology Refresh Monthly $ 249,000
--------------------------------------------------------------------
Total Contracted Monthly Cost $ 644,971
--------------------------------------------------------------------
1.6 Genuity Responsibilities
Routine Services
----------------
Genuity responsibilities have been documented in Section 1.4 - Scope
of Work, of this document.
Non-Routine Services
--------------------
Project based activity and functional enhancements requested by GTO,
other than specifically noted in this document, are excluded from this
agreement and would be performed under a separate contract.
1.7 Key Personnel
N/A
Page 9 of 23
1.8 Travel
N/A
1.9 Reporting Requirements
Genuity will provide monthly reporting to the GTO Program Manager no
later than the seventh (7) workday of the month for the previous
calendar's month statistics. This reporting will be reviewed at the
monthly Performance Review Meeting.
Performance Reporting
---------------------
The performance reporting will be prepared and reviewed monthly and
will consist of a package of reports used for planning and for
monitoring the overall effectiveness and capacity of the network,
hardware and operating software. This reporting will be provided for
each solution configuration that is supported for this customer.
The following system availability reports will be provided to GTO by Genuity:
--------------------------------------------------------------------------------
Report Content System(s) Impacted Frequency
--------------------------------------------------------------------------------
Hours and outage by month & YTD Monthly
Causes of outage
Hours by cause
Outages exceeding 1 hour explanation
Repeat outages
Root cause information
--------------------------------------------------------------------------------
Help Desk Response Time Metrics
The following response time reports will be provided to GTO by Genuity:
--------------------------------------------------------------------------------
Report Content System(s) Impacted Frequency
--------------------------------------------------------------------------------
Problem reports and service requests by month Monthly
& YTD serviced by Genuity
Response times and resolution times by event
severity level.
--------------------------------------------------------------------------------
Page 10 of 23
Service Level Performance
-------------------------
Genuity will monitor, measure and report on their performance against
the service levels listed below.
---------------------------------------------------------------------------------
Report Content By Month Year To Date
=================================================================================
System / On-line Availability X X
---------------------------------------------------------------------------------
Network Availability X X
---------------------------------------------------------------------------------
Average resolution time for Severity 0 events. X X
---------------------------------------------------------------------------------
Average resolution time for Severity 1 events. X X
---------------------------------------------------------------------------------
Average resolution time for Severity 2 events. X X
---------------------------------------------------------------------------------
Average resolution time for Severity 3 events. X X
---------------------------------------------------------------------------------
The SLA is considered met if GTO is notified that the Genuity has
begun problem identification and is working towards resolution
according to the following parameter:
Severity 0 events - within one business hour
Severity 1 events - within one business hour
Severity 2 events - within 8 business hours
Severity 3 events - within 3 business days
Relative to Server Hardware, the SLA is considered met if GTO is
notified that any 3/rd/ party hardware vendor has begun problem
identification and resolution within 4 business hours.
Relative to Desktop Hardware, the SLA is considered met if GTO is
notified that any 3/rd/ party hardware vendor has begun problem
identification and working towards resolution within 8 business hours.
Scheduled Maintenance
Time frames for a scheduled maintenance window are as follows:
. Non-Disruptive Maintenance Window
- Consistent with current timings and frequencies for hot backups,
exports, etc
. Disruptive Maintenance Window
- Consistent with current timings and frequencies
- Cold backups of GTO Server files may be performed. Disruptive
activities (such as code installs) may be performed. Existing change
management processes and notifications must be adhered to.
System unavailability during this period will not be considered an outage or
charged against the system availability target. A Genuity Change Request will be
discussed and coordinated with GTO if maintenance is required outside the
scheduled maintenance window and be coordinated by the AMC.
Additional maintenance will be negotiated with Genuity on an as needed basis. If
GTO concurs with the time frame(s) requested, it will not be considered an
outage.
Page 11 of 23
Service Provider Management Review Meetings - Quarterly
-------------------------------------------------------
Genuity will attend planned Service Provider Management Review meetings with GTO
quarterly. The primary purpose of these meetings will be to discuss:
. Response/Coverage: Relative to hardware/software down time, resource
availability, or general coverage.
. Follow-through: Relative to what is being done about lingering open
problems.
. Critical Solution: Existing or potential services that may impact GTO/GTO
service.
. Service Provider Assessment: What GTO can do to help Genuity better serve
GTO.
. General comments and/or questions.
. Schedule next meeting.
1.91 Service Requests
Routine processor and network related service requests will be
submitted to the IT Help Desk via written or electronic correspondence.
If there is a question of whether a request is routine, or non-routine,
it will be processed as a non-routine request until otherwise
determined. Routine service requests will be documented and a log will
be kept noting the:
. Person making the request
. Date request was made
. Description of request
. Date request was completed
Routine service requests will be processed as agreed upon by all
parties using the matrix in Section 2.4.
1.92 Special Considerations
Addition Of New Solution Environments
-------------------------------------
If there are significant changes in processing requirements or GTO
environments, the measurements contained in this Statement Of Work are
subject to revision based on mutual agreement of Genuity and GTO. When
a new solution configuration environment is added, its performance will
be tracked, but not included in the rating mix until the system has
been running in production for two (2) months and support documentation
has been provided by GTO to Genuity.
Asset Transfer
--------------
Assets relating to the facilities, such as but not limited to routers,
cables, and circuits, will be transferred to the party who is the owner
or lessor of record for the facility during the transition period but
no later than 4/30/00.
GTO retains the networks: ▇▇▇.▇▇.▇.▇/▇▇ (portable, with GTO having
right to advertise) and ▇▇▇.▇▇.▇.▇/▇▇ (portable, with GTO having right
to advertise). A member of GTO will be listed with ARIN as the POC for
the networks.
Page 12 of 23
All servers currently support GTO customers will be transferred to GTO
during the transition period but not later than 4/30/00.
1.93 Change Control
Changes to this Statement Of Work can be requested by either GTO or
Genuity using the Change Control Request Form in Attachment A. The form
is completed by the requesting party and submitted to the corresponding
contact in the other organization for evaluation and/or approval. If
approved, the Change Control Request Form is then sent to the Genuity
Contract Manager for execution.
Production Change Control
Genuity will continue to provide the existing Genuity Change Management
process to plan, communicate, coordinate, schedule, and review all
changes to the production and development environments. This process
includes a change control board, which reviews changes to the system,
especially those, which require downtime for the system. The process
adhered to must be consistent with, and maintain the standards as
outlined in the document "Change Control Policies and Procedures,
Version 1.3, dated August 17, 1998.
The scope of the CM process encompasses the comprehensive management of
all change activity within the end-to-end infrastructure of the
production environments. This is to include changes to:
. Systems (Hardware, Software)
. Data
. Processing sites
. Networks
. Work centers
. Computing hardware
. All supporting infrastructure
Prior to moving forward all changes to the production environment
require a scheduled CMR review and approval by the CCB. CMRs (Change
Management Reports) are created by Genuity and reviewed based on the
established criteria. The Change Control Board represents all
functional areas of Genuity; this group meets weekly to discuss all
change management requests (CMRs). The Board allows for participation
by agreed upon representative of GTO. GTO will have approval authority
on changes which affect GTO's production environment.
1.94 GTO Contacts
Program Manager:
Title:
Name: GTO
Company:
Telephone:
Fax:
Page 13 of 23
1.95 Genuity Contacts
Account Manager:
Title:
Name:
Company: Genuity Inc. - Commercial Services
Telephone:
Fax:
Contract Manager:
Title:
Name:
Company: Genuity Inc. - Commercial Services
Telephone:
Fax:
2.0 Service Levels
Genuity will perform the services requested in the Statement Of Work
with the intention of meeting the service level objectives outlined
below. Genuity will provide monthly reporting against each service
level to the GTO Program Manager. Each service level will have a target
range of performance. These terms are defined as follows:
Goal - Grade of service that Genuity will be striving for
Target - Grade of service that will be minimally acceptable
Baseline - Grade of service that will require investigation,
an action plan and improvement to at least the
target level.
In addition, Severity Levels are used to measure the criticality of
trouble tickets, which are created as a result of problems associated
with operations. These severity levels are defined as follows:
Severity Level 0 - Problems which cause critical
impact to business functions of multiple
customers. Justifies immediate attention
and dedicated resources applying
continuous efforts to resolve ASAP.
Severity Level 1 - Problems which cause critical
impact to the business function(s) of a
single customer. Justifies management
attention and dedicated resources applying
continuous efforts to resolve ASAP.
Severity Level 2 - Problems causing degradation of
service resulting in impact to business
function or customer. Impact justifies
priority attention and application of
resources to resolve in a timely manner.
Severity Level 3 - Problems causing low impact to
the business function(s) and customer(s).
Requires timely resolution to minimize
future impacts. Resources should be
allocated in accordance with normal
managerial planning and prioritization.
The SLA is considered met if GTO is notified that the Genuity has begun
problem identification and is working towards resolution based on the
following criteria:
Severity 0 events - within one business hour
Severity 1 events - within one business hour
Severity 2 events - within 8 business hours
Severity 3 events - within 3 business days.
Page 14 of 23
If Genuity performance falls to the baseline more than two (2)
consecutive months or two months in the previous six (6) months, then
Genuity will conduct an investigation into cause of the service problem
and present the GTO Program Manager with an action plan within thirty
(30) days that corrects the performance to the target level within
sixty (60) days after the plan is presented and agreed to.
2.1 System and Network Availability
2.11 System/On-line Availability
System availability is defined as the accessibility of the hardware and
system software residing at the Genuity facility. The system is
considered available if a customer authorized user can access it in
order to carry out the desired business function.
An unscheduled outage is defined as any period of time in which the
system is unavailable during scheduled operational hours. Genuity will
endeavor to make the computer processing capability available for use
by GTO twenty-four (24) hours per day, seven (7) per week, except for
the time necessary to perform preventative maintenance and operating
system upgrades. The time periods for preventative maintenance and
operating system upgrades will be communicated in advance to GTO, and
mutually negotiated if such time interferes with Genuity's ability to
meet GTO commitments, or, if GTO requires system availability at that
time
It is expected that Genuity will make every effort to meet the
following performance standards for both system availability and
on-line availability. The percentage of scheduled time the system is
available will be tracked. The goal, target, and baseline for
performance reporting have been set as indicated below.
-------------------------------------------------------------------
Service Description Service Level Service Level Service Level
Baseline Target Goal
===================================================================
System Availability 98.4% 98.5 - 98.9% 99.5 - 100%
-------------------------------------------------------------------
Exceptions to the above measures are as follows:
. Downtime caused by customer will not be reflected in the
downtime status
. Any application or database-related problems, not caused by
Genuity, will not be reflected in the downtime statistics.
2.12 Network Availability
Network availability is defined as the accessibility of the network
that provides connectivity between the customer location and the
Genuity facility. The network is considered available if it can be
utilized for the purpose of carrying out desired business functions. An
unscheduled outage is defined as any period of time in which the
network is unavailable during scheduled operational hours. The
percentage of scheduled time the network is available will be tracked.
The measure of performance is a composite percentage.
Dial backup or other network measures in the event of a failure of the
primary network provision does not constitute an outage. Degradation of
network service during the use of a backup network solution does not
constitute an outage.
Page 15 of 23
VANTIVE Help Desk problem records will be created for all network
outages and scheduled maintenance and will be used to compute actual
network availability.
Genuity will endeavor to make the telecommunications network
capability, for which it is responsible, available for use by GTO
twenty-four (24) hours per day, seven (7) per week.
It is expected that Genuity will make every effort to meet the
following performance standards for both system availability and
on-line availability. The goal, target, and baseline for performance
reporting have been set as indicated below.
----------------------------------------------------------------------
Network Description Service Level Service Level Service Level
Baseline Target Goal
======================================================================
Network Availability 99.0% 99.1- 99.4% 99.5 - 100%
----------------------------------------------------------------------
Exceptions to the above measurements are as follows:
. Downtime caused by customer will not be reflected in the downtime
statistics
. Any application or database-related problem, not caused by
Genuity, will not be reflected in the downtime statistics
. Pre-approved maintenance windows will not be reflected in the
downtime statistics
2.2 Server Hardware / Operating System Service Restoration
Server Hardware / Operating Service restoration is defined as the time
required to resolve problems and restore service with the devices or
the system software. Problems may be identified through system
monitoring or user notification. The measure of performance is the
average time required to resolve related problems.
VANTIVE Help Desk problem records are created for all hardware and
system software problems and will be used to compute resolution time.
---------------------------------------------------------------------------------------------------
Service Level Service Level Service Level
Hardware / Operating System Baseline Target Goal
Service Restoration
===================================================================================================
Critical Hardware Service * 4 hours 4 hours ** 4 hours
Restoration Severity 0
---------------------------------------------------------------------------------------------------
Critical Hardware Service * 8 business 8 business ** 8 business
Restoration Severity 1 hours hours hours
---------------------------------------------------------------------------------------------------
Critical Non-Hardware Service * 8 business 8 business ** 8 business
Restoration (Severity 2, 3) hours hours hours
---------------------------------------------------------------------------------------------------
Non-critical Trouble Isolation * 6 business 8 business ** 8 business
hours hours hours
---------------------------------------------------------------------------------------------------
Non-critical Service Restoration * 8 business 8 business ** 8 business
hours hours hours
---------------------------------------------------------------------------------------------------
* greater than
** less than
NOTE: Established Support Hours = 8:00am - 5:00pm EST Emergency
on-call server support is provided 24 x 7 x 365.
For a critical hardware problem, the target is considered met if GTO is
notified that the hardware vendor has begun problem identification and
resolution within four (4) hours.
Page 16 of 23
Additionally, status updates will be provided to the customer technical
focal point. Frequency of updates will be agreed to during initial
technical bridge call, and will continue until the problem is resolved.
2.3 Network Problem Resolution
Network problem resolution is defined as the time required to resolve
problems or faults with the network circuits / devices. Problems may be
identified through monitoring or user notification. If a problem or
nonconformity arises with the performance of the network, Genuity will
determine the root cause and initiate a change or repair.
The types of problems and non-conformities that can arise will be
classified as either a critical or non-critical. For a critical network
problem, the target will be considered met if the customer is notified
of the event and Genuity or the network vendor has begun identification
and is working towards resolution within the four (4) hour window.
Dial backup or other network measures in the event of a failure of the
primary network provision does not constitute an outage. Degradation of
network service during the use of a backup network solution does not
constitute an outage.
The expected response time for these is listed below as well as the
baseline/target/goal for performance reporting.
-------------------------------------------------------------------------------------------------------
Network Problem Resolution Service Level Service Level Service Level
Baseline Target Goal
=======================================================================================================
Critical Network Service * 4 hours 4 hours ** 4 hours
Restoration
-------------------------------------------------------------------------------------------------------
Non-critical Trouble Isolation * 8 business 6 business ** 6 business
hours hours hours
-------------------------------------------------------------------------------------------------------
Non-critical Service Restoration * 8 business 8 business ** 6 business
hours hours hours
-------------------------------------------------------------------------------------------------------
* greater than
** less than
NOTE: Established Support Hours = 8am to 5:00pm EST.
Emergency on-call network support is available 24 x 7 x 365
Additionally, status updates will be provided to the customer technical
focal point. The frequency or the updates will be agreed to during the
initial notification call, and will continue until the problem is
resolved.
2.4 Change Requests and Requests for Special Processing
2.41 System Administration Turnaround Time
System administration turnaround time is defined as the time required
to successfully complete an administrative task once an approved
request has been received. The measure of performance is the average
time required to complete system turnaround tasks. VANTIVE Help Desk
Change Management Request (CMR) will be created for all system
administration requests and will be used to compute turnaround time.
Page 17 of 23
--------------------------------------------------------------------------------------
Service Description Service Level Service Level Service Level
Baseline Target Goal
======================================================================================
System Administration
Turnaround Time 3 day 2 day * 2 day
--------------------------------------------------------------------------------------
* less than
Genuity will process routine change requests to the solution
configuration as requested by the customer. Each request will be sent
directly from the customer to Genuity. Genuity will endeavor to
complete the change by the requested due date.
2.5 End User/Desktop Support
NOTE: Times listed are response times ONLY (except Standard Service
Request Completion Target)
-------------------------------------------------------------------------------------------------
Service Description Service Level Service Level Service Level Goal
Baseline Target
=================================================================================================
Severity Level 0
Trouble Ticket * 1 hour 30 min ** 30 min
-----------------------------------------------------------------------------------------------
Severity Level 1
Trouble Ticket * 2 hours 1 hour ** 1 hour
-----------------------------------------------------------------------------------------------
Severity Level 2
Trouble Ticket * 4 hours 2 hours ** 2 hours
-----------------------------------------------------------------------------------------------
Severity Level 3
Trouble Ticket * 5 business 3 business days ** 3 business
days days
-----------------------------------------------------------------------------------------------
Standard Service Requests
Initial Response * 2 business 1 business day ** 1 business
days day
-----------------------------------------------------------------------------------------------
Standard Service Requests
Completion * 5 business 5 business ** 5 business
days days days
-----------------------------------------------------------------------------------------------
Non-Routine Service Negotiated
Requests between
Genuity and
GTO
-----------------------------------------------------------------------------------------------
* greater than
** less than
Note: This SLA does not apply to the Tech Refresh Program. The Tech
Refresh Program has a 30-business day SLA.
Page 18 of 23
2.6 Voice Services and Support
NOTE: Times listed are response times ONLY (except Standard Service
Request Completion Target)
-----------------------------------------------------------------------------------------------------
Service Description Service Level Service Level Service Level
Baseline Target Goal
=====================================================================================================
Severity Level 0
Trouble Ticket * 1 hour 30 min ** 30 min
-----------------------------------------------------------------------------------------------------
Severity Level 1
Trouble Ticket * 2 hours 1 hour ** 1 hour
-----------------------------------------------------------------------------------------------------
Severity Level 2
Trouble Ticket * 4 hours 2 hours ** 2 hours
-----------------------------------------------------------------------------------------------------
Severity Level 3
Trouble Ticket * 5 business 3 business days ** 3 business days
days
-----------------------------------------------------------------------------------------------------
Standard Service Requests
Initial Response * 2 business 1 business day ** 1 business day
days
-----------------------------------------------------------------------------------------------------
Standard Service Requests
Completion * 5 business 5 business days ** 5 business days
days
-----------------------------------------------------------------------------------------------------
Non-Routine Service Negotiated between
Requests Genuity and GTO
-----------------------------------------------------------------------------------------------------
* greater than
** less than
2.7 Server Operations & Network Support
NOTE: Times listed are response times ONLY (except Standard Service
Request Completion Target)
-----------------------------------------------------------------------------------------------
Service Description Service Level Service Level Service Level Goal
Baseline Target
===============================================================================================
Severity Level 0
Trouble Ticket * 1 hour 30 min ** 30 min
-----------------------------------------------------------------------------------------------
Severity Level 1
Trouble Ticket * 2 hours 1 hour ** 1 hour
-----------------------------------------------------------------------------------------------
Severity Level 2
Trouble Ticket * 4 hours 2 hours ** 2 hours
-----------------------------------------------------------------------------------------------
Severity Level 3
Trouble Ticket * 5 business 3 business 3 business
days days days
-----------------------------------------------------------------------------------------------
Standard Service Requests
Initial Response * 2 business 1 business day ** 1 business
days day
-----------------------------------------------------------------------------------------------
Standard Service Requests
Completion * 5 business 5 business ** 5 business
days days days
------------------------------------------------------------------------------------------------
Non-Routine Service Negotiated
Requests between Genuity
and GTO
-----------------------------------------------------------------------------------------------
* greater than
** less than
Page 19 of 23
3.0 APPROVALS
IN WITNESS WHEREOF, the parties have executed this Agreement on the date or
dates indicated below to be effective as of the date specified above.
GTE Service Corporation Genuity Solutions Inc.
By - Signature By - Signature
Printed Name Printed Name
Title Title
Date Date
Page 20 of 23
Attachment A - Change Request Form
GENUITY INC.
STATEMENT OF WORK - CHANGE REQUEST FORM
Date: Page 1 of:
Change Request Number: ________(To be completed by Genuity Vendor Management)
Originating Organization: ____________
Statement of Work Number: __________ Statement of Work Effective Date:______
Phase 1 - Completed by Customer
--------------------------------------------------------------------------------
Description of Change:
(The description must identify all Sections and Attachments to the SOW affected
by this change and describe the modifications for each. Use additional pages as
needed.)
Assumptions:
(Identify all assumptions that have been used in creating the above changes)
All other terms and conditions of the Statement of Work, Service Level
Agreement, and Internal Supplier Agreement or Master Agreement shall remain
unchanged and in full force and effect. Upon final execution, this Change
Request Form shall become an Amendment to the above-identified Statement of Work
for all changes noted above.
Request Form Completed By: _____________ Date: _____________
--------------------------------------------------------------------------------
Phase 2 - Completed by Genuity
--------------------------------------------------------------------------------
The above requested Change (does/does not) impact the hours, price, schedule,
or terms and conditions of the SOW, and (does/does not) increase Commercial
Service's cost. Any SOW impacts are listed below
Cost/Price Impact:
(Identify all hours/cost/price changes to the Project and
Development/Implementation Plan.)
Schedule Impact:
(Identify all schedule changes for any phase/milestone/deliverable in the
Project and Development/Implementation Schedule.)
Assumptions:
(Identify all assumptions that have been used in creating the above changes)
Phase 2 Evaluation Completed By: _______________ Date: ___________
--------------------------------------------------------------------------------
Phase 2 Acceptance by Customer
--------------------------------------------------------------------------------
Customer Program Manager Approval: ______________ Date: ______________
--------------------------------------------------------------------------------
Genuity Approval:
--------------------------------------------------------------------------------
Authorized: _________________ Date: _____________ Account Manager
Authorized: _________________ Date: _____________ Contract Manager
Authorized: _________________ Date: _____________ VP/GM
--------------------------------------------------------------------------------
End of Attachment A
Page 21 of 23
Attachment C - Pricing Details
(Details not Included in this document)
END of ATTACHMENT C
Page 22 of 23
Attachment D - Inventory Lists
(Inventories not included)
D1: Desktop Assets
D2: Printer Assets
D3: Cambridge/Burlington Network Assets Inventory
D4: Cambridge/Burlington Telecom Assets Inventory
D5: Remote Sites Assets Inventory (Printer, Network, and Voice)
End of Attachment D
Page 23 of 23
Statement of Work for Genuity providing service to GTO:
Information Technology - Business Application Support Services
1.0 Scope
1.1 Introduction
This Statement of Work (SOW) is appended to the Agreement for IT Transition
Services dated __________ by and between Genuity Solutions Inc. ("Genuity")
and GTE Service Corporation and its affiliates and shall be governed by the
terms and conditions thereof. The services described herein shall be
provided by Genuity for a period of the earlier of one year from the
Effective Date of the IT Transition Services Agreement or the date of
completion of the work. This Statement of Work may not be renewed.
1.2 Executive Summary
Genuity will not have completed the physical separation of applications
enabling the GTE Technology Organization to be self-sufficient and to
perform business as usual by the merger date. GTE Technology Organization
has maintained that, in order to continue its regular business operations,
they will need business application support services provided by the
Genuity Information Technology organization in Cambridge, MA. During the
transition period, physical separation activities will be completed to
enable the GTE Technology Organization to support itself on its own
applications and infrastructure, owned and maintained by them, as well as
put in place their own support staff. These services will be provided by
Genuity for a period of the earlier of one year from the date of execution
of the IT Transition Services Agreement or the date of completion of
physical separation of applications and trained support staff.
1.3 Scope of Work
1.3.1 General Services and Support
----------------------------
Support and maintenance services are being purchased from Genuity to
provide application support services to GTO for the following applications:
--------------------------------------------------------------------------------------------------------------------
Application Application Description
--------------------------------------------------------------------------------------------------------------------
Oracle Financials Genuity/GTO uses Oracle accounting software to perform most of its financial-related tasks.
- OE On 10/1/99 Genuity/GTO converted to SAP Financials, Oracle Financials will available for 1
- AP year for on-line inquiry. Purchasing is still used for data entry until all users are
- G/L converted.
- FA
- INV
- A/R
- PO
----------------------------------------------------------------------------------------------------
HR Database This application provides a translation from SSN to BBN employee id
----------------------------------------------------------------------------------------------------
Vantive (Cambridge) The Vantive Module processes the calls of internal customers. Support
calls come in and are entered as a new Ticket, or re-opened if there is an
existing Ticket.
----------------------------------------------------------------------------------------------------
Iweb The Genuity Corporate IWeb is an internal intranet site
allowing employees to access information about the company.
The application is a Lotus Notes/Domino web based
application. Established enterprise wide.
----------------------------------------------------------------------------------------------------
PRISM The PRISM (Project Information System) system is used to
track costs/funding for government or commercial contracts
within the GTE organization. PRISM has two primary
functions: (1) rating, and (2) job cost accumulation.
General server support is outsourced to Genuity while
application support is provided through GTO.
----------------------------------------------------------------------------------------------------
ETR ETR is the enterprise-wide electronic time recording and
reporting application. General server support is outsourced
to Genuity while application support is provided through
GTO.
----------------------------------------------------------------------------------------------------
BRIO Brio provides a suite of business intelligence tools
(collectively known as Brio Enterprise) that lets you create
and distribute reports. Brio enables you to run queries
against one or more data sources and view the information
directly or export. General server support is outsourced to
Genuity while application support is provided through GTO.
----------------------------------------------------------------------------------------------------
Vista Plus Vista Plus lets you view PRISM and ETR reports on line
without the need for printed and manually distributed
reports. Vista Plus displays reports just as they appear on
paper, complete with graphics. General server support is
outsourced to Genuity while application support is provided
through GTO.
----------------------------------------------------------------------------------------------------
Hyperion Pillar Hyperion is a budgeting and forecasting software package
that enables financial analysts to develop their budgets.
----------------------------------------------------------------------------------------------------
Cimpal Cimpal is a customized product from Cimpac Inc. Cimpal is an
order processing software package. It will be used to handle
orders for Cybertrust. General server support is outsourced
to Genuity while application support is provided through
GTO.
----------------------------------------------------------------------------------------------------
CTS CTS (Circuit Tracking System) tracks circuits which have
been leased from 3rd parties. GTO has a small number of
circuits (18) being tracked in that system.
----------------------------------------------------------------------------------------------------
Page 2 of 12
The support level for these applications is indicated in the following table:
--------------------------------------------------------------------------------
Application Type of Support Comments
--------------------------------------------------------------------------------
Oracle Financials Complete application support.
OE
A/P
G/L
FA
INV
A/R
Purchasing
--------------------------------------------------------------------------------
HR Database Complete application support.
--------------------------------------------------------------------------------
Vantive Helpdesk Complete application support.
--------------------------------------------------------------------------------
IWEB Complete application support.
--------------------------------------------------------------------------------
CTS Complete application support.
--------------------------------------------------------------------------------
Prism Database support only.
--------------------------------------------------------------------------------
ETR Database support only.
--------------------------------------------------------------------------------
BRIO Complete application support.
--------------------------------------------------------------------------------
Vista Plus Database support only.
--------------------------------------------------------------------------------
Hyperion Pillar No support.
--------------------------------------------------------------------------------
Cimpal Database support only.
--------------------------------------------------------------------------------
Where -Complete Application Support- and -Database Support Only- are
defined separately below.
Scope of Work is as-performed as of March 31, 2000 and is limited to the
current operations environment.
1.3.2 Complete Application Support
----------------------------
Support and maintenance services are being purchased from Genuity to
provide services for GTO, which includes:
. Perform daily operational activities to ensure that production
activities are performed and controlled as required.
. Detect and correct faults within the environment.
. Communicate application outages to customers in a timely manner.
. Provide infrastructure and/or systems support and install vendor
upgrades.
. Respond to and resolve Incident Reports per terms of the service
levels.
. Prepare, install, and certify system software releases.
. Perform problem analysis and resolution
. Perform User ID administration in accordance with customer
requirements.
. Implement new servers as requested by GTO through a statement of
work.
. Perform Vendor management to prioritize events and provide
information so the vendor can develop code fixes in a timely
manner.
. Document technical and operational designs, plans and ongoing
support processes.
. Provide requested periodic reporting of effort and/or performance
against service levels.
. Attend quarterly performance review meetings to present
performance against service level agreement and review account
status.
Genuity is responsible for the support of application software listed in
the statement of work.
Support Skill sets include:
. Application software support
. Oracle Database administration
Page 3 of 12
1.3.3 Database Administration Only
----------------------------
Support and maintenance services are being purchased from Genuity to
provide services for GTO, which includes:
. Database administration of Oracle database used by GTO application.
Genuity is responsible for the support of all database instances listed in
the statement of work. GTO is responsible for the support of the actual
business applications in this category.
Support Skill sets include:
. Oracle Database administration
1.3.4 Problem Reporting
-----------------
All problems will be reported to the Cambridge Genuity Help Desk. The
Cambridge Genuity Help Desk will log and track problems using Vantive.
Problems not reported through Cambridge may not be logged and tracked
properly and will not be subject to service restoration or availability
targets.
In the event of an unscheduled application or database outage of a service
provided in this Statement of Work, notification to GTO will be performed
according to customer escalation procedures. Genuity will provide to GTO
information regarding the nature, scope, expected duration and steps to be
taken to resolve the outage.
1.4 Genuity Responsibilities
Routine Services
----------------
Genuity responsibilities have been documented in Section 1.4 - Scope of
Work, of this document.
Non-Routine Services
--------------------
Project based activity and functional enhancements requested by GTO, other
than specifically noted in this document, are excluded from this agreement
and would be performed under a separate contract.
1.5 Reporting Requirements
The reporting requirements described below are met by the Computing
Infrastructure Outsourcing Services Statement of Work. Reporting of
application performance and performance of Genuity in this Statement of
Work are included therein.
Performance Reporting
---------------------
The performance reporting will be prepared and reviewed monthly and will
consist of a package of reports used for planning and for monitoring the
overall effectiveness and capacity of the network, hardware and operating
software. This reporting will be provided for each solution configuration
that is supported for this customer.
Page 4 of 12
The following system availability reports will be provided to GTO by Genuity:
--------------------------------------------------------------------
Report Content System(s) Impacted Frequency
--------------------------------------------------------------------
Hours and outage by month & YTD Monthly
Causes of outage
Hours by cause
Outages exceeding 1 hour explanation
Repeat outages
Root cause information
--------------------------------------------------------------------
Help Desk Response Time Metrics
The following response time reports will be provided to GTO by
Genuity:
---------------------------------------------------------------------
Report Content System(s) Impacted Frequency
---------------------------------------------------------------------
Problem reports and service requests by month & YTD Monthly
serviced by Genuity
Response times and resolution times by event severity
level.
---------------------------------------------------------------------
Service Level Performance
-------------------------
Genuity will monitor, measure and report on their performance against the
service levels listed below.
---------------------------------------------------------------------------
Report Content By Month Year To Date
===========================================================================
Application Availability X X
---------------------------------------------------------------------------
Average resolution time for Severity 0 events. X X
---------------------------------------------------------------------------
Average resolution time for Severity 1 events. X X
---------------------------------------------------------------------------
Average resolution time for Severity 2 events. X X
---------------------------------------------------------------------------
Average resolution time for Severity 3 events. X X
---------------------------------------------------------------------------
The SLA is considered met if GTO is notified that the Genuity has begun
problem identification and is working towards resolution according to the
following parameter:
Severity 0 events - within one business hour
Severity 1 events - within one business hour
Severity 2 events - within 8 business hours
Severity 3 events - within 3 business days
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Scheduled Maintenance
----------------------
Time frames for a scheduled maintenance window are as follows:
. Non-Disruptive Maintenance Window
- Consistent with current timings and frequencies for hot backups,
exports, etc
. Disruptive Maintenance Window
- Consistent with current timings and frequencies
- Cold backups of GTO Server files may be performed. Disruptive
activities (such as code installs) may be performed. Existing change
management processes and notifications must be adhered to.
System unavailability during this period will not be considered an outage
or charged against the system availability target. A Genuity Change
Request will be discussed and coordinated with GTO if maintenance is
required outside the scheduled maintenance window and be coordinated by
the AMC.
Additional maintenance will be negotiated with Genuity on an as needed
basis. If GTO concurs with the time frame(s) requested, it will not be
considered an outage.
Service Provider Management Review Meetings - Quarterly
-------------------------------------------------------
Genuity will attend planned Service Provider Management Review meetings
with GTO quarterly. The primary purpose of these meetings will be to
discuss:
. Response/Coverage: Relative to application down time, resource
availability, or general coverage.
. Follow-through: Relative to what is being done about lingering open
problems.
. Critical Solution: Existing or potential services that may impact
Genuity service.
. Service Provider Assessment: What GTO can do to help Genuity better
serve GTO.
. General comments and/or questions.
. Schedule next meeting.
1.5.1 Service Requests
Routine processor and network related service requests will be submitted
to the IT Help Desk via written or electronic correspondence. If there is
a question of whether a request is routine, or non-routine, it will be
processed as a non-routine request until otherwise determined. Routine
service requests will be documented and a log will be kept noting the:
. Person making the request
. Date request was made
. Description of request
. Date request was completed
Routine service requests will be processed as agreed upon by all parties
using the matrix in Section 2.2.
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1.5.2 Special Considerations
Addition Of New Solution Environments
-------------------------------------
If there are significant changes in processing requirements or GTO
environments, the measurements contained in this Statement Of Work are
subject to revision based on mutual agreement of Genuity and GTO. When a
new solution configuration environment is added, its performance will be
tracked, but not included in the rating mix until the system has been
running in production for two (2) months and support documentation has
been provided by GTO to Genuity.
1.5.3 Change Control
Changes to this Statement Of Work can be requested by either GTO or
Genuity using the Change Control Request Form in Attachment A. The form
is completed by the requesting party and submitted to the corresponding
contact in the other organization for evaluation and/or approval. If
approved, the Change Control Request Form is then sent to the Genuity
Contract Manager for execution.
1.5.4 GTO Contacts
Program Manager:
Title:
Name: GTO
Company:
Telephone:
Fax:
Page 7 of 12
1.5.5 Genuity Contacts
Account Manager: Contract Manager:
Title: Title:
Name: Name:
Company: Genuity - Commercial Services Company: Genuity - Commercial Services
Telephone: Telephone:
Fax: Fax:
1.5.6 Compensation Authorization
This work will be performed on a time and materials basis at the agreed
labor rates. The estimated level of effort for the contract period is 1
FTE. 0.5 FTE will be at the Sr. Developer rate, and 0.5 FTE will be at
the Systems Engineer rate. This represents 954 hours each for this period
of performance. Thus the total labor estimate is: $89,438 + $107,325 =
$196,763.
2.0 Service Levels
Genuity will perform the services requested in the Statement Of Work with
the intention of meeting the service level objectives outlined below.
Genuity will provide monthly reporting against each service level to the
GTO Program Manager. Each service level will have a target range of
performance. These terms are defined as follows:
Goal - Grade of service that Genuity will be striving for
Target - Grade of service that will be minimally acceptable
Baseline - Grade of service that will require investigation, an
action plan and improvement to at least the target
level.
In addition, Severity Levels are used to measure the criticality of
trouble tickets, which are created as a result of problems associated
with operations. These severity levels are defined as follows:
Severity Level 0 - Problems which cause critical impact to
business functions of multiple customers.
Justifies immediate attention and dedicated
resources applying continuous efforts to
resolve ASAP.
Severity Level 1 - Problems which cause critical impact to the
business function(s) of a single customer.
Justifies management attention and dedicated
resources applying continuous efforts to
resolve ASAP.
Severity Level 2 - Problems causing degradation of service
resulting in impact to business function or
customer. Impact justifies priority attention
and application of resources to resolve in a
timely manner.
Severity Level 3 - Problems causing low impact to the business
function(s) and customer(s). Requires timely
resolution to minimize future impacts.
Resources should be allocated in accordance
with normal managerial planning and
prioritization.
The SLA is considered met if GTO is notified that the Genuity has begun
problem identification and is working towards resolution based on the
following criteria:
Page 8 of 12
Severity 0 events - within one business hour
Severity 1 events - within one business hour
Severity 2 events - within 8 business hours
Severity 3 events - within 3 business days.
If Genuity performance falls to the baseline more than two (2)
consecutive months or two months in the previous six (6) months, then
Genuity will conduct an investigation into cause of the service problem
and present the GTO Program Manager with an action plan within thirty
(30) days that corrects the performance to the target level within sixty
(60) days after the plan is presented and agreed to.
2.1 Application/Database Availability
Application/Database availability is defined as the accessibility of the
application or database residing at the Genuity facility. The system is
considered available if a customer authorized user can access it in order
to carry out the desired business function.
An unscheduled outage is defined as any period of time in which the
application or database is unavailable during scheduled operational
hours. Genuity will endeavor to make the computer processing capability
available for use by GTO twenty-four (24) hours per day, seven (7) per
week, except for the time necessary to perform preventative maintenance
and operating system upgrades. The time periods for preventative
maintenance and operating system upgrades will be communicated in advance
to GTO, and mutually negotiated if such time interferes with Genuity's
ability to meet GTO commitments, or, if GTO requires system availability
at that time.
It is expected that Genuity will make every effort to meet the following
performance standards for both system availability and on-line
availability. The percentage of scheduled time the system is available
will be tracked. The goal, target, and baseline for performance reporting
have been set as indicated below.
-----------------------------------------------------------------------
Service Description Service Level Service Level Service Level
Baseline Target Goal
=======================================================================
System Availability 98.4% 98.5 - 98.9% 99.5 - 100%
-----------------------------------------------------------------------
Exceptions to the above measures are as follows:
. Downtime caused by customer will not be reflected in the
downtime status
. Any application or database-related problems, not caused by
Genuity, will not be reflected in the downtime statistics.
Page 9 of 12
3.0 APPROVALS
IN WITNESS WHEREOF, the parties have executed this Agreement on the date or
dates indicated below to be effective as of the date specified above.
GTE Service Corporation Genuity Solutions Inc.
Signature: Signature:
Printed Name: Printed Name:
Title: Title:
Date: Date:
Page 10 of 12
Attachment A - Change Request Form
Genuity Inc.
STATEMENT OF WORK - CHANGE REQUEST FORM
Date: Page 1 of:
Change Request Number: _________(To be completed by Genuity Vendor Management)
Originating Organization: ______________________
Statement of Work Number: __________ Statement of Work Effective Date:_________
Phase 1 - Completed by Customer
================================================================================
Description of Change:
(The description must identify all Sections and Attachments to the SOW affected
by this change and describe the modifications for each. Use additional pages as
needed.)
Assumptions:
(Identify all assumptions that have been used in creating the above changes)
All other terms and conditions of the Statement of Work, Service Level
Agreement, and Internal Supplier Agreement or Master Agreement shall remain
unchanged and in full force and effect. Upon final execution, this Change
Request Form shall become an Amendment to the above-identified Statement of Work
for all changes noted above.
Request Form Completed By: ______________________ Date: __________________
================================================================================
Phase 2 - Completed by Genuity
================================================================================
The above requested Change (does/does not) impact the hours, price, schedule, or
terms and conditions of the SOW, and (does/does not) increase Commercial
Service's cost. Any SOW impacts are listed below
Cost/Price Impact:
(Identify all hours/cost/price changes to the Project and
Development/Implementation Plan.)
Schedule Impact:
(Identify all schedule changes for any phase/milestone/deliverable in the
Project and Development/Implementation Schedule.)
Assumptions:
(Identify all assumptions that have been used in creating the above changes)
Phase 2 Evaluation Completed By: _________________ Date: ___________
================================================================================
Phase 2 Acceptance by Customer
================================================================================
================================================================================
Page 11 of 12
================================================================================
Customer Program Manager Approval: _________________________Date: ___________
================================================================================
Genuity Approval:
================================================================================
Authorized: _____________ Date: _________________ Account Manager
Authorized: _____________ Date: __________________ Contract Manager
Authorized: _____________ Date: __________________ VP/GM
================================================================================
End of Attachment A
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