exv10w1



Table of Contents





Exhibit 10.1




INFORMATION TECHNOLOGY

SERVICES AGREEMENT




by and between




SYMETRA LIFE 
INSURANCE COMPANY




and




ACS COMMERCIAL 
SOLUTIONS, INC.




October 28, 2004




CONFIDENTIAL


Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.



 









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TABLE OF CONTENTS




	 	 	 	 	 
	 	 	PAGE
	ARTICLE 1 GUIDING PRINCIPLES, RELATIONSHIP MANAGEMENT AND INTERPRETATION 
	 	 	1	 
	 
	 	 	 	 
	1.1 Guiding Principles 
	 	 	1	 
	1.1.1 Enhanced IT Capabilities and Effectiveness 
	 	 	1	 
	1.1.2 Reduce IT Costs 
	 	 	2	 
	1.1.3 Improve and Maintain Technology 
	 	 	2	 
	1.1.4 Focus on Core Competencies 
	 	 	2	 
	1.1.5 Improve Business Processes 
	 	 	2	 
	1.2 Relationship Management 
	 	 	2	 
	1.2.1 IT Outsourcing Committee 
	 	 	2	 
	1.2.2 Project Executives 
	 	 	3	 
	1.2.3 Service Delivery Managers 
	 	 	3	 
	1.2.4 Management Functions 
	 	 	3	 
	1.3 Agreement Structure 
	 	 	4	 
	1.3.1 Master Agreement 
	 	 	4	 
	1.3.2 Country Agreements 
	 	 	4	 
	1.3.3 Affiliates of Symetra 
	 	 	4	 
	1.3.4 Effect of Certain Provisions 
	 	 	4	 
	1.4 Interpretation 
	 	 	4	 
	 
	 	 	 	 
	ARTICLE 2 SERVICES 
	 	 	5	 
	 
	 	 	 	 
	2.1 General 
	 	 	5	 
	2.1.1 Commencement of Services 
	 	 	5	 
	2.1.2 Locations for Performance of Services 
	 	 	5	 
	2.2 Service Tower Services 
	 	 	6	 
	2.2.1 Initial Service Tower Services 
	 	 	6	 
	2.2.2 SLRs for Service Towers 
	 	 	6	 
	2.2.3 Symetra Sites 
	 	 	8	 
	2.2.4 Governance Regarding Relief Events 
	 	 	8	 
	2.3 Transition Services 
	 	 	9	 
	2.3.1 Transition Plan 
	 	 	9	 
	2.3.2 Progress Reports 
	 	 	9	 
	2.3.3 Financial Responsibility 
	 	 	9	 
	2.4 Purchasing Agent Services 
	 	 	9	 
	2.5 Technology Management and Security Services 
	 	 	10	 
	2.5.1 General 
	 	 	10	 
	2.5.2 Technology Upgrades and Enhancements 
	 	 	10	 
	2.5.3 ACS’ Technology Refresh Requirements 
	 	 	10	 
	2.5.4 Technology Planning and Innovation 
	 	 	10	 
	2.5.5 Asset Management 
	 	 	11	 
	2.5.6 Shared Resources 
	 	 	11	 
	2.5.7 Disaster Recovery 
	 	 	11	 






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	 	 	PAGE
	2.6 Standards and Procedures Manual 
	 	 	12	 
	2.6.1 Development of Manual 
	 	 	12	 
	2.6.2 Contents 
	 	 	13	 
	2.7 Service Compatibility 
	 	 	13	 
	2.8 In-Scope Service Requests 
	 	 	14	 
	2.9 Out-of-Scope Work Orders 
	 	 	14	 
	2.9.1 Requirements and Process 
	 	 	14	 
	2.9.2 Potential Limitation on Future Contracts 
	 	 	15	 
	2.10 Extraordinary Events or Circumstances 
	 	 	15	 
	2.11 Reports and Other Resource Materials 
	 	 	16	 
	2.11.1 General 
	 	 	16	 
	2.11.2 Media 
	 	 	16	 
	2.12 Critical Milestones 
	 	 	16	 
	2.12.1 Designation of Critical Milestones 
	 	 	16	 
	2.12.2 Failure to Timely Achieve a Critical Milestone 
	 	 	16	 
	2.13 End-User Satisfaction and Communication 
	 	 	16	 
	2.14 Cooperation with Symetra and Third Parties 
	 	 	17	 
	2.15 Movement of an ACS Facility 
	 	 	17	 
	 
	 	 	 	 
	ARTICLE 3 PERSONNEL 
	 	 	17	 
	 
	 	 	 	 
	3.1 ACS Personnel 
	 	 	17	 
	3.1.1 ACS Key Personnel 
	 	 	17	 
	3.1.2 Additional Personnel Requirements 
	 	 	19	 
	3.1.3 Minimum Proficiency Levels 
	 	 	19	 
	3.1.4 Specialized Personnel 
	 	 	19	 
	3.1.5 Training 
	 	 	19	 
	3.1.6 Supervision and Conduct of ACS Personnel 
	 	 	19	 
	3.2 Symetra Personnel 
	 	 	20	 
	3.3 Solicitation of Personnel 
	 	 	20	 
	3.4 Personnel Restriction 
	 	 	20	 
	 
	 	 	 	 
	ARTICLE 4 ASSETS AND THIRD-PARTY CONTRACTS 
	 	 	21	 
	 
	 	 	 	 
	4.1 Symetra Retained Equipment 
	 	 	21	 
	4.1.1 General 
	 	 	21	 
	4.1.2 Third-Party Approvals 
	 	 	21	 
	4.1.3 Return of Symetra Equipment 
	 	 	21	 
	4.2 ACS Equipment 
	 	 	21	 
	4.2.1 Use of ACS Equipment by ACS Employees 
	 	 	22	 
	4.2.2 Provision of ACS Equipment to Symetra 
	 	 	22	 
	4.2.3 Installation of ACS Equipment 
	 	 	22	 
	4.2.4 Maintenance of ACS Equipment 
	 	 	22	 
	4.3 Software 
	 	 	22	 
	4.3.1 ACS-Licensed Third Party Software 
	 	 	22	 
	4.3.2 Symetra-Licensed Third Party Software 
	 	 	23	 
	4.3.3 Category 5 Software 
	 	 	24	 






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	 	 	PAGE
	4.3.4 Category 6 Software
	 	 	24	 
	4.4 Assigned Contracts 
	 	 	25	 
	4.5 Managed Contracts 
	 	 	25	 
	4.6 Further Assurances 
	 	 	25	 
	4.7 Use of Symetra Facilities 
	 	 	25	 
	4.7.1 Specific Hardware and Carrier Charges 
	 	 	25	 
	4.7.2 Access to Personnel and Information 
	 	 	26	 
	4.7.3 Other Facility-Related Obligations 
	 	 	26	 
	 
	 	 	 	 
	ARTICLE 5 RETAINED AUTHORITIES 
	 	 	26	 
	 
	 	 	 	 
	5.1 General 
	 	 	26	 
	5.2 Specific Retained Authorities 
	 	 	26	 
	5.2.1 Strategic and Operational Planning 
	 	 	26	 
	5.2.2 Service Design and Delivery 
	 	 	27	 
	5.2.3 Moves, Adds and Changes 
	 	 	27	 
	5.2.4 Business Process Reengineering 
	 	 	27	 
	5.2.5 Contract Management 
	 	 	28	 
	5.2.6 Budget Management 
	 	 	28	 
	5.2.7 Validation and Verification 
	 	 	28	 
	5.2.8 Review and Acceptance 
	 	 	28	 
	 
	 	 	 	 
	ARTICLE 6 FEES AND PAYMENT TERMS 
	 	 	29	 
	 
	 	 	 	 
	6.1 Fees 
	 	 	29	 
	6.1.1 General 
	 	 	29	 
	6.1.2 Transition Services 
	 	 	29	 
	6.1.3 Annual Services Fees 
	 	 	29	 
	6.1.4 Service Rates 
	 	 	29	 
	6.1.5 Taxes 
	 	 	30	 
	6.1.6 Currency 
	 	 	30	 
	6.2 Adjustments to Fees 
	 	 	31	 
	6.2.1 Terminated Services 
	 	 	31	 
	6.2.2 Fee Reductions 
	 	 	31	 
	6.2.3 Baselines and ARCs and RRCs 
	 	 	31	 
	6.2.4 Addition or Divestiture of Affiliates and Business Ventures
	 	 	32	 
	6.2.5 Set Off 
	 	 	33	 
	6.3 Invoices 
	 	 	33	 
	6.3.1 Services 
	 	 	33	 
	6.3.2 Other Services 
	 	 	33	 
	6.4 Disputed Amounts 
	 	 	33	 
	 
	 	 	 	 
	ARTICLE 7 RECORDKEEPING AND AUDIT RIGHTS 
	 	 	34	 
	 
	 	 	 	 
	7.1 Recordkeeping 
	 	 	34	 
	7.2 Operational Audits 
	 	 	34	 
	7.3 Financial Audits 
	 	 	35	 






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	 	 	PAGE
	7.4 Sarbanes-Oxley Compliance 
	 	 	35	 
	7.4.1 General 
	 	 	35	 
	7.4.2 SAS 70 Type II Audits 
	 	 	36	 
	7.4.3 Results of Inquiries and Corrective Plan 
	 	 	36	 
	7.4.4 Subcontractors 
	 	 	37	 
	7.4.5 Confidential Information 
	 	 	37	 
	 
	 	 	 	 
	ARTICLE 8 REPRESENTATIONS, WARRANTIES AND COVENANTS 
	 	 	37	 
	 
	 	 	 	 
	8.1 ACS Representations, Warranties and Covenants 
	 	 	37	 
	8.1.1 Performance of the Services 
	 	 	37	 
	8.1.2 Viruses and Disabling Devices 
	 	 	37	 
	8.1.3 Conflicts of Interest 
	 	 	37	 
	8.1.4 Financial Condition and Information 
	 	 	39	 
	8.1.5 Litigation and Service of Process 
	 	 	39	 
	8.1.6 Proprietary Rights Infringement 
	 	 	39	 
	8.1.7 Legal and Corporate Authority 
	 	 	39	 
	8.1.8 Violations 
	 	 	40	 
	8.1.9 Information Furnished to Symetra 
	 	 	40	 
	8.1.10 Previous Contracts 
	 	 	40	 
	8.1.11 Completeness of Due Diligence Activities 
	 	 	40	 
	8.2 Symetra’s Representations, Warranties and Covenants 
	 	 	40	 
	8.2.1 Legal Authority 
	 	 	40	 
	8.2.2 Warranty Disclaimer 
	 	 	40	 
	8.2.3 Proprietary Rights Infringement 
	 	 	41	 
	8.3 General Warranty Disclaimer 
	 	 	41	 
	8.4 Material Misstatements and Omissions 
	 	 	41	 
	 
	 	 	 	 
	ARTICLE 9 TERM AND TERMINATION 
	 	 	41	 
	 
	 	 	 	 
	9.1 Term 
	 	 	41	 
	9.1.1 Initial Term 
	 	 	41	 
	9.1.2 Renewal Terms 
	 	 	41	 
	9.1.3 Symetra-Initiated Annual Renegotiation 
	 	 	41	 
	9.2 Early Termination 
	 	 	42	 
	9.2.1 For Convenience 
	 	 	42	 
	9.2.2 Change in Control of ACS 
	 	 	42	 
	9.2.3 Termination for Force Majeure Event 
	 	 	42	 
	9.2.4 HIPAA 
	 	 	44	 
	9.3 Events of Default 
	 	 	44	 
	9.4 Rights and Remedies of ACS Upon Default of Symetra 
	 	 	45	 
	9.5 Rights and Remedies of Symetra upon Default of ACS 
	 	 	46	 
	9.6 Non-Exclusive Remedies 
	 	 	46	 
	9.7 Survival 
	 	 	46	 






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	 	 	PAGE
	ARTICLE 10 DISENTANGLEMENT 
	 	 	46	 
	 
	 	 	 	 
	10.1 General Obligations 
	 	 	46	 
	10.2 Disentanglement Period 
	 	 	47	 
	10.3 Specific Obligations 
	 	 	47	 
	10.3.1 Full Cooperation, Information and Knowledge Transfer 
	 	 	47	 
	10.3.2 Third-Party Authorizations 
	 	 	48	 
	10.3.3 Transfer of Assets 
	 	 	48	 
	10.3.4 Assignment of Contracts 
	 	 	48	 
	10.3.5 Delivery of Documentation and Data 
	 	 	48	 
	10.3.6 Hiring of Employees 
	 	 	48	 
	10.4 Preparation for Disentanglement 
	 	 	49	 
	10.4.1 Complete Documentation 
	 	 	49	 
	10.4.2 Maintenance of Assets 
	 	 	49	 
	10.4.3 Advance Written Consents 
	 	 	49	 
	10.4.4 All Necessary Cooperation and Actions 
	 	 	50	 
	10.4.5 Payment for Disentanglement Services 
	 	 	50	 
	 
	 	 	 	 
	ARTICLE 11 LIMITATIONS ON LIABILITY 
	 	 	50	 
	 
	 	 	 	 
	11.1 Cap On Liability 
	 	 	50	 
	11.2 Recoverable Damages 
	 	 	51	 
	11.3 Non-Direct Damages 
	 	 	51	 
	11.4 Symetra Exceptions from the Limitations on Liability 
	 	 	52	 
	11.5 ACS Exceptions from the Limitations on Liability 
	 	 	52	 
	11.6 Costs of Cure 
	 	 	52	 
	11.7 Attorneys’ Fees 
	 	 	52	 
	 
	 	 	 	 
	ARTICLE 12 PROPRIETARY RIGHTS 
	 	 	53	 
	 
	 	 	 	 
	12.1 Work Product 
	 	 	53	 
	12.1.1 Symetra Sole Owner 
	 	 	53	 
	12.1.2 ACS License to Use 
	 	 	53	 
	12.1.3 Intellectual Property 
	 	 	53	 
	12.1.4 ACS Underlying and Derivative Works 
	 	 	54	 
	12.1.5 Third-Party Underlying and Derivative Works 
	 	 	54	 
	12.2 Rights and Licenses 
	 	 	54	 
	12.3 Symetra Data 
	 	 	54	 
	12.4 Infringement 
	 	 	54	 
	12.5 Cooperation 
	 	 	54	 
	 
	 	 	 	 
	ARTICLE 13 SECURITY AND CONFIDENTIALITY 
	 	 	55	 
	 
	 	 	 	 
	13.1 Security 
	 	 	55	 
	13.1.1 General 
	 	 	55	 
	13.1.2 Information Access 
	 	 	55	 
	13.1.3 Background Checks 
	 	 	55	 






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	 	 	PAGE
	13.1.4 Other Policies
	 	 	56	 
	13.2 Confidential Information 
	 	 	56	 
	13.2.1 Non-Disclosure 
	 	 	56	 
	13.2.2 Disclosure Requests 
	 	 	56	 
	13.2.3 Permitted Disclosures 
	 	 	56	 
	13.3 Legally Required Disclosures 
	 	 	57	 
	13.4 Notification and Mitigation 
	 	 	57	 
	13.5 Return of Confidential Information 
	 	 	57	 
	13.6 Injunctive Relief
	 	 	58	 
	 
	 	 	 	 
	ARTICLE 14 LEGAL COMPLIANCE 
	 	 	58	 
	 
	 	 	 	 
	14.1 Compliance with All Laws and Regulations 
	 	 	58	 
	14.2 ACS Permits, Licenses and Assistance 
	 	 	58	 
	14.3 Hazardous Materials 
	 	 	58	 
	14.4 HIPAA 
	 	 	59	 
	14.4.1 General 
	 	 	59	 
	14.4.2 Security Requirements 
	 	 	59	 
	14.5 California Personal Information Statute 
	 	 	59	 
	14.6 Data Protection 
	 	 	59	 
	 
	 	 	 	 
	ARTICLE 15 INDEMNIFICATION 
	 	 	61	 
	 
	 	 	 	 
	15.1 By ACS 
	 	 	61	 
	15.1.1 Intellectual Property 
	 	 	61	 
	15.1.2 Personal Injury, Property Damage and Other Damage 
	 	 	61	 
	15.1.3 Third-Party Contracts 
	 	 	62	 
	15.1.4 ACS Employees 
	 	 	62	 
	15.1.5 Hazardous Material 
	 	 	62	 
	15.1.6 Information Disclosure 
	 	 	62	 
	15.1.7 Security Breaches 
	 	 	62	 
	15.1.8 Non-Performance 
	 	 	62	 
	15.1.9 Taxes 
	 	 	63	 
	15.2 By Symetra 
	 	 	63	 
	15.2.1 Intellectual Property 
	 	 	63	 
	15.2.2 Managed and Assigned Contracts 
	 	 	63	 
	15.2.3 Hazardous Materials 
	 	 	63	 
	15.3 Indemnification Procedures 
	 	 	63	 
	15.3.1 General 
	 	 	63	 
	15.3.2 Settlement of Claims 
	 	 	64	 
	15.3.3 Defense Declined 
	 	 	64	 
	15.3.4 Defense Accepted 
	 	 	64	 
	 
	 	 	 	 
	ARTICLE 16 INSURANCE 
	 	 	64	 
	 
	 	 	 	 
	16.1 Required Insurance Coverages 
	 	 	64	 






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	 	 	PAGE
	16.2 General Provisions 
	 	 	65	 
	16.2.1 Evidence of Insurance 
	 	 	65	 
	16.2.2 Claims-Made Coverage 
	 	 	65	 
	16.2.3 Notice of Cancellation or Change of Coverage 
	 	 	65	 
	16.2.4 Qualifying Insurers 
	 	 	65	 
	16.2.5 Waiver of Subrogation 
	 	 	65	 
	 
	 	 	 	 
	ARTICLE 17 PROBLEM RESOLUTION 
	 	 	66	 
	 
	 	 	 	 
	17.1 Problem Resolution Process 
	 	 	66	 
	17.1.1 Administrative-Level Performance Review 
	 	 	66	 
	17.1.2 IT Outsourcing Committee Performance Review 
	 	 	66	 
	17.1.3 Executive-Level Performance Review 
	 	 	66	 
	17.1.4 Voluntary, Non-Binding Mediation 
	 	 	66	 
	17.2 Continued Performance; No Tolling of Cure Periods 
	 	 	66	 
	17.3 De Minimis Problems 
	 	 	66	 
	17.4 Equitable Relief
	 	 	67	 
	 
	 	 	 	 
	ARTICLE 18 USE OF SUBCONTRACTORS 
	 	 	67	 
	 
	 	 	 	 
	18.1 Approval; Key Subcontractors 
	 	 	67	 
	18.2 Subcontractor Agreements 
	 	 	67	 
	18.3 Liability and Replacement 
	 	 	67	 
	18.4 Direct Agreements 
	 	 	68	 
	 
	 	 	 	 
	ARTICLE 19 MISCELLANEOUS 
	 	 	68	 
	 
	 	 	 	 
	19.1 Defined Terms 
	 	 	68	 
	19.2 Third-Party Beneficiaries 
	 	 	68	 
	19.3 Use of Symetra Name 
	 	 	68	 
	19.4 Captions; References; Terminology 
	 	 	68	 
	19.5 Assignment 
	 	 	68	 
	19.6 Notices 
	 	 	68	 
	19.7 Amendments; Waivers 
	 	 	69	 
	19.8 Relationship Between the Parties 
	 	 	69	 
	19.9 Access to Personnel and Information 
	 	 	70	 
	19.10 Severability 
	 	 	70	 
	19.11 Counterparts; Faxed Signatures 
	 	 	70	 
	19.12 Governing Law and Venue 
	 	 	70	 
	19.13 Arbitration 
	 	 	71	 
	19.14 Expenses 
	 	 	71	 
	19.15 Import/Export 
	 	 	71	 
	19.16 Waiver of UCITA 
	 	 	71	 
	19.17 Benefits of Agreement 
	 	 	71	 
	19.18 Entire Agreement 
	 	 	72	 






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SCHEDULES




	 	 	 
	Schedule 1

	 	Relationship Management
	Schedule 2

	 	Service Tower Services SOW
	Schedule 2A

	 	Cross-Functional Services SOW
	Schedule 2B

	 	Data Center Services SOW
	Schedule 2C

	 	Distributed Computing Services SOW
	Schedule 2D

	 	Data Network Services SOW
	Schedule 2E

	 	Voice Communications Services SOW
	Schedule 2F

	 	Help Desk Services SOW
	Schedule 2G

	 	Output Processing SOW
	Schedule 2H

	 	Content Management SOW
	Schedule 3

	 	Fees
	Schedule 4

	 	Service Rates
	Schedule 5

	 	Fee Reductions
	Schedule 6

	 	Termination Fee
	Schedule 7

	 	Affiliates of Symetra






ATTACHMENTS




	 	 	 
	Attachment A

	 	Benchmarking Procedures
	Attachment B

	 	Symetra Sites
	Attachment C

	 	Transition Plan
	Attachment D

	 	Form of In-Scope Service Request
	Attachment E

	 	ACS Key Personnel
	Attachment F

	 	ACS’ Technology Refresh Requirements
	Attachment G

	 	Shared Resources
	Attachment H

	 	Assigned Contracts
	Attachment I

	 	Managed Contracts
	Attachment J

	 	Invoice Format
	Attachment K

	 	HIPAA Terms
	Attachment L

	 	Software Schedule
	Attachment M

	 	Offshore Services
	Attachment N

	 	Required Insurance Coverage
	Attachment O

	 	Approved Subcontractors
	Attachment P

	 	Definitions
	Attachment Q

	 	Approved Auditors






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INFORMATION
TECHNOLOGY SERVICES AGREEMENT




     This
Information Technology Services Agreement (the “Agreement”) is entered into as of
this 28th
day of October, 2004 (the “Effective Date”), by and between Symetra Life
Insurance Company, a Washington corporation with corporate offices at 5069 154th Place
NE, Redmond, Washington 98052 (“Symetra”), and ACS Commercial Solutions, Inc., a Nevada corporation
with corporate offices at 2828 N. Haskell, Dallas, Texas 75204 (“ACS”) (Symetra and ACS sometimes
are collectively referred to herein as the “Parties”).


RECITALS




     WHEREAS,
on July 16, 2004, Symetra issued to ACS a Request for Proposal for Information
Technology Outsourcing (the “RFP”),



     WHEREAS,
ACS submitted to Symetra a response dated September 17, 2004 (as the same may have
been supplemented and/or revised, the “ACS Bid”), and represented to Symetra that it had the
expertise, personnel, products, services and skills required to meet the requirements of Symetra
as reflected in the RFP;



     WHEREAS,
in reliance on the representations made by ACS in the ACS Bid and subsequent
discussions, Symetra selected ACS over other prospective technology providers to provide Symetra
with outsourced IT services; and



     WHEREAS,
Symetra and ACS want to specify the terms and conditions under which ACS will
provide such outsourced IT services to Symetra.



     NOW,
THEREFORE, in consideration of the representations, warranties, promises and covenants
contained herein, and other good and valuable consideration, the receipt, sufficiency and adequacy
of which are hereby acknowledged, the Parties, intending to be legally bound, agree to the
foregoing and as follows:



ARTICLE 1

GUIDING PRINCIPLES, RELATIONSHIP

MANAGEMENT AND INTERPRETATION




     1.1
Guiding Principles. The principles identified below
(“Guiding Principles”) include
principles that the Parties have determined to be important to ensure the success of their
relationship. The Guiding Principles function as “constitutional” statements regarding the
Parties’ overall intentions for this Agreement. If any term or condition of this Agreement is
ambiguous or unclear, or if the Parties did not anticipate a particular issue, the Parties shall
refer to and apply the Guiding Principles to resolve and/or address the ambiguous, unclear and/or
unanticipated issue.



          1.1.1 Enhanced IT Capabilities and Effectiveness. Services will be provided in a manner that
enhances Symetra’s ability to deliver high-quality, cost-effective services both internally within
Symetra and externally to its customers with minimal interruptions in, and adverse impacts on,
Symetra’s delivery of services to its customers. Technology utilized by ACS will provide Symetra
with industry-leading levels of functionality and performance.




 









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          1.1.2 Reduce IT Costs. Cost reduction is a key objective for Symetra in securing Services from
ACS. ACS will continuously implement new, cost-effective technologies in order to further reduce
the overall cost of Services to Symetra.




          1.1.3 Improve and Maintain Technology. ACS will implement new technologies to deliver the
Services to Symetra in order to maintain competitiveness in the quality and scope of Services
available to Symetra and to take advantage of market cost efficiencies.




          1.1.4 Focus on Core Competencies. By outsourcing the Services to ACS and leveraging ACS’ core
competencies, Symetra will be able to focus more of its internal resources on providing services
to its market constituents and improve the levels of service in the outsourced areas.




          1.1.5 Improve Business Processes. Symetra will learn best practices from ACS which will
allow Symetra to improve its business processes, including improving the efficiencies of delivering
services to its own customers.




     1.2 Relationship Management. The relationship between the Parties shall be managed as
described in this Section and in Schedule 1.



          1.2.1 IT Outsourcing Committee. A joint IT outsourcing committee, comprised of senior
business and technology staff from Symetra and ACS (the
“IT 
Outsourcing Committee”), shall be
responsible for providing input and advice concerning the overall business and technology
relationship between the Parties including, without limitation, the effectiveness and value of the
Services provided by ACS and guidance to improve such effectiveness and value. The IT Outsourcing
Committee shall be chaired by a Symetra representative, and the ACS members shall include the ACS
Project Executive and appropriate ACS executives and managers. The IT Outsourcing Committee shall
meet quarterly at a Symetra facility, or more often at Symetra’s request, to discuss:





               (a) the status of each Service Tower and any Problems or difficulties experienced by a
Party in transitioning to and/or delivering the Services;




               (b) ACS’ compliance with the SLRs;




               (c) all financial arrangements, including invoices submitted by ACS;




               (d) Symetra’s satisfaction with the ACS Key Personnel;




               (e) in accordance with Section 2.5.4, innovative and emerging ideas and strategies for
more effective use of IT and related business transformation services and how such
innovative ideas and strategies can more effectively impact the
enterprise transformation
of Symetra’s businesses;




               (f) ACS’ future financial and operational plans relating to the business unit that
fulfills ACS’ obligations to provide Services under this Agreement, to the extent
discloseable under applicable law; and




               (g) such other matters as one Party may bring to the other.



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          For each such meeting, ACS shall prepare a suggested agenda, with active input from the
Symetra Project Executive. ACS shall make available its senior management personnel to answer
questions from Symetra’s senior management personnel regarding the agenda items for such meeting.
Further, the IT Outsourcing Committee may invite industry thought leaders to participate in such
meetings to facilitate information exchange and increase the value of the strategies discussed.




          1.2.2 Project Executives. Each Party shall designate an individual (for Symetra, the
“Symetra Project Executive”, and for ACS, the “ACS Project Executive”), who shall be each Party’s
primary point of contact for all matters relating to this Agreement throughout the Term. The ACS
Project Executive shall be: (a) knowledgeable about the Services and each of ACS’ and its
Subcontractors’ products and services; (b) experienced at running information technology systems
and networks of a size and scope minimally equal in size and scope to those of Symetra; (c) otherwise acceptable to Symetra; and (d) assigned (in the case of each ACS Project Executive) to Symetra
for a minimum period of twenty-four (24) months, except in cases involving: (i) a voluntary or For
Cause termination; (ii) removal at Symetra’s request; or (iii) inability to work due to death,
disability or illness. Without limiting any other rights and remedies that may then be available to
Symetra, if ACS fails to comply with the terms of the foregoing subsection (d), ACS represents to
Symetra that Symetra shall have the right to communicate dissatisfaction and impact to ACS senior
operations personnel through the customer satisfaction survey process. Symetra shall have the
right to pre-approve any candidate proposed by ACS to serve as the ACS Project Executive, and to
require ACS to remove and replace any previously appointed ACS Project Executive, and ACS promptly
shall comply with any such Symetra request. The ACS Project Executive shall have overall
responsibility for directing all of ACS’ activities hereunder and shall be vested by ACS with all
necessary authority to act for ACS in connection with all aspects of this Agreement. ACS and
Subcontractor staff shall be managed in the performance of their duties by the ACS Project
Executive. Upon ACS’ request, Symetra will provide a written evaluation of the ACS Project
Executive’s performance that ACS may elect to consider when determining the ACS Project Executive’s
salary and bonus compensation.




          1.2.3 Service Delivery Managers. Each Party shall designate an individual to serve as that
Party’s service delivery manager for each Service Tower (for Symetra, each, a “Symetra Service
Delivery Manager”, and for ACS, each, an “ACS Service Delivery Manager”). The primary role of the
service delivery managers is to take ownership of the day-to-day operational relationships between
Symetra’s information technology service delivery and Symetra’s business. This involves managing
and coordinating the appropriate Symetra resources across all information technology services,
including resources and services provided by ACS, to ensure optimal service delivery and ensure
that all issues raised are resolved promptly and in accordance with the applicable SLR. The
Symetra Service Delivery Manager (or his or her designee) for a particular Service Tower shall be
the only Symetra representative authorized to request chargeable services from ACS with respect to
that Service Tower, and ACS acknowledges that it shall not have the right to bill or collect from
Symetra or any of its Affiliates any amounts ACS claims it is owed for otherwise chargeable
services provided without the written authorization of the applicable Symetra Service Delivery
Manager.




          1.2.4 Management Functions. At Symetra’s request from time-to-time in order to more
efficiently administer certain functional aspects of the Parties’ relationship, each Party shall
designate individual(s) to address various subject matters including, without limitation,
performance and process management, architecture and technology management, finance/contract
management, enterprise standards management, sourcing relationship management, quality assurance
management, business unit management, and transition management, with such roles and
responsibilities of these individuals as may be determined by the Parties at such time.





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     1.3 Agreement
Structure.



      
    1.3.1 Master Agreement. This Agreement provides a
framework for, and the general terms that
are applicable to, the Services that ACS will provide to Symetra under this Agreement.




          1.3.2 Country Agreements. If Symetra wants to receive from ACS, and ACS agrees to provide to
Symetra, Services in countries that are located outside the United
States (each, a “New Country”),
the terms of this Agreement shall apply to Services delivered in such New Country, except that the
local Affiliates of each Party in such New Country shall execute an agreement that identifies any
country-unique terms (and/or deviations from the terms of this Agreement) that are required by
local laws in such New Country and addresses appropriate pricing for the Services to be provided in
such New Country (each, a “Country Agreement”).




    
      1.3.3 Affiliates of Symetra. As of the
Effective Date, ACS shall be responsible for providing
to Symetra and those Symetra Affiliates identified in Schedule 7 the Services contemplated to be
received by Symetra and those Symetra Affiliates identified in Schedule 7 under this Agreement as
of the Effective Date. After the Effective Date, Symetra may add Affiliates and/or business
ventures of Symetra and/or its Affiliates to the scope of this Agreement pursuant to Section
6.2.4. ACS is fully responsible for the performance of its obligations under this Agreement with
respect to the Services provided by ACS to Symetra and its Affiliates. Symetra (and not its Affiliates) shall be responsible for paying all Fees to be paid to ACS hereunder.




          1.3.4 Effect of Certain Provisions. The following Sections hereof shall be applicable to
this Agreement only, and may not be applicable to certain Country Agreements where the Services may
be provided: 14.4 and 14.5.




          1.4 Interpretation. If there is a conflict among the terms in the various contract documents
including this Agreement, the Schedules, the Attachments, the Addenda, the Appendices and/or any
other documents that comprise this Agreement:





               (a) to the extent the conflicting terms can reasonably be interpreted so that such
terms are consistent with each other, such consistent interpretation shall prevail; and




               (b) to the extent subsection (a) does not apply, the following order of precedence will
prevail:




                    (i) first, the terms set forth in Attachment K (including its addenda and
appendices), excluding, however, the terms of any separately executed agreement
containing the terms set forth in Attachment K pursuant to Sections 9.2.4 and/or
14.4.1;




  
              
    (ii) second, the terms set forth in the body of this
Agreement;




   
             
    (iii) third, the terms set forth in the Attachments A through Q to this
Agreement (including any attachments, addenda or appendices thereto), but excluding
Attachment K and its addenda and appendices, provided that no order of precedence
shall be given among them;



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  (iv) fourth, the terms set forth in the Schedules 1 through 7 to this
Agreement (including any attachments or addenda thereto), provided that no order of
precedence shall be given among them; and




    
                (v) fifth, the terms set forth in any other documents that comprise this
Agreement, provided that no order of precedence shall be given among them.




     
          (c)
ACS and Symetra hereby acknowledge that they have drafted and negotiated the
Agreement jointly, and the Agreement will be construed neither against nor in favor of
either, but rather in accordance with its fair meaning.



     Notwithstanding the foregoing terms of this Section 1.4, to the extent a defined term in
Attachment P conflicts with a defined term in any Schedule 2, the defined term in such Schedule 2
shall take precedence over the defined term in Attachment P for purposes of that Schedule 2.



     Captions and titles to Schedules, Attachments, Addenda, Appendices and/or other documents
that comprise this Agreement are used herein for convenience of reference only and shall not be
used in the construction or interpretation of this Agreement. Any reference herein to a particular
Section number (e.g., “Section 2”), shall be deemed a reference to all Sections of this Agreement
that bear sub-numbers to the number of the referenced Section (e.g., Sections 2.1, 2.1.1, etc.).
As used herein, the word “including” shall mean “including, without limitation” or “including, but
not limited to”.



ARTICLE 2

SERVICES




     2.1 General.



   
       2.1.1 Commencement of Services. Subject to
Symetra’s exercise of its management and
oversight functions and prerogatives as identified in Article 5 or elsewhere in this
Agreement,
ACS shall provide the Services to Symetra at or with respect to all Symetra Sites. Except as
otherwise provided in this Agreement, ACS shall procure or otherwise provide all hardware, software, network facilities and other items required to provide the Services and otherwise perform its
obligations hereunder, all of which shall be deemed included in the Fees. In accordance with the
terms of this Agreement, ACS shall begin providing: (a) the transition and other Services described
herein (excluding the Service Tower Services) at 12:01 a.m., Pacific time, on the Effective Date;
and (b) each of the Service Tower Services at 12:01 a.m., Pacific time, on the Handover Date that
is applicable to each of such Service Tower Services. Symetra shall not be precluded from
obtaining services from any other provider that may be similar or identical to the Services.




          2.1.2 Locations for Performance of Services. Without Symetra’s prior written consent, ACS
shall not perform any of the Services from locations, or using employees, agents and/or contractors
(including Subcontractors), situated outside the United States. Notwithstanding the foregoing,
Symetra acknowledges and agrees that the Services identified in Attachment M will be provided from
the respective countries identified therein; however, ACS represents and warrants to Symetra that:
(a) no Symetra Data will reside in any country other than the United States; and (b) except to the
extent minimally necessary for ACS’ employees, agents and/or contractors (including
Subcontractors) to perform the Services under this Agreement, no Symetra Data, and no data,




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information and/or mechanisms (including, without limitation, sniffer traces), that would
enable a Person to discover Symetra Data, will be accessible from any country other than the United
States. ACS will provide to Symetra from time to time upon Symetra’s request a written list of all
ACS employees, agents and/or contractors (including Subcontractors), if any, who have had access to
the Symetra Data, and the contents of such written list shall include, without limitation, the name
and business location of each such employee, agent and/or contractor (including Subcontractors),
the date of access of the Symetra Data and the type of Symetra Data accessed. If any law or
regulation enacted after the Effective Date has, or is likely to have, an adverse impact on the
desirability to either Party of having such Services provided from a location outside the United
States including, without limitation, as a result of new tax and/or privacy laws, at the affected
Party’s request, the Parties shall engage in good faith negotiations to arrive at a mutually
agreeable reasonable alternative.




     2.2 Service Tower Services.



          2.2.1
Initial Service Tower Services. Schedules 2A, 2B, 2C, 2D, 2E, 2F, 2G and
2H (each, together with any additional Schedules relating to additional Services that may be
added to this Agreement by mutual agreement of the Parties following the Effective Date, is
sometimes referred to herein as “the applicable Schedule 2”, or similar terminology) contain a
detailed description of each of the following Service Tower Services provided by ACS that will be
available to be purchased by Symetra from ACS:





               (a) Cross-Functional Services (Schedule 2A);




               (b) Data Center Services (Schedule 2B);




               (c) Distributed Computing Services (Schedule 2C);




               (d) Data Network Services (Schedule 2D);




               (e) Voice Communications Services (Schedule 2E);




               (f) Help Desk Services (Schedule 2F);




               (g) Output
Processing (Schedule 2G); and



               (h) Content Management (Schedule 2H).


The Parties may develop additional Schedules relating to additional Services that will be provided
by ACS to Symetra hereunder. Once approved in accordance with the terms herein, all such Schedules
shall be deemed to be numbered sequentially and made a part of Schedule 2.




          2.2.2 SLRs for Service Towers.





               (a) Commitment to SLRs. From and after each applicable Handover Date (or upon
the occurrence of such other date or event as may be expressly set forth in a particular
Schedule 2 for a particular SLR), ACS shall perform the applicable Service Tower Services in
accordance with, and in such a manner as to meet or exceed, the SLRs. ACS shall perform
any Other Services in accordance with, and in such a manner as to meet or exceed, any SLRs
that may be set forth in the applicable Out-of-Scope Work Order or otherwise agreed to by
the Parties in writing.




               (b) Measurement and Reporting. ACS shall measure its performance against the SLRs in
accordance with the methodologies specified in the applicable Schedule 2 and shall provide a
detailed, comprehensive report of its performance against the SLRs during the applicable
reporting period (“SLR Reports”) by the fifth (5th) Business Day following



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the end of the applicable reporting period. Such reports shall be provided in
accordance with Section 2.11.1 and in accordance with the SLR metrics set forth in the
applicable Schedule 2. ACS shall meet with Symetra at least monthly, or more or less
frequently if requested by Symetra, to review ACS’ actual performance against the SLRs and
shall recommend remedial actions to resolve any performance deficiencies.




               (c) Root-Cause Analysis and Resolution. Promptly, but in no event later than five (5)
calendar days after ACS’ discovery of, or if earlier, ACS’ receipt of a notice from Symetra
regarding, ACS’ failure to provide any of the Services in accordance with the SLRs, ACS
shall, as applicable under the circumstances: (i) perform a Root-Cause Analysis to identify
the cause of such failure; (ii) provide Symetra with a written report detailing the cause
of, and procedure for correcting, such failure; and (iii) provide Symetra with satisfactory
evidence that such failure will not recur. ACS’ correction of any such failures shall be
performed in accordance with the time frames set forth in the applicable Schedule 2 entirely
at ACS’ expense unless it has been determined, by mutual agreement of the Parties or through
the Problem-resolution process specified in this Agreement, that: (iv) Symetra (or one of
its subcontractors, agents or Third Parties provided by Symetra and not managed by ACS)
and/or its self-managed properties and/or systems was the predominant contributing cause of
the failure and ACS could not have worked around the failure without expending a material
amount of additional time or cost; or (v) Third Party software or firmware directly resulted
in such failure; provided that such Third Party software or firmware: (A) was expressly
approved by Symetra; (B) was implemented by ACS following its standard, rigorous, documented
interoperability testing, quality assurance, user acceptance and change management
processes; (C) was unknown, undocumented and unreported prior to ACS’ implementation of
such Third Party software or firmware; and (D) ACS could not have worked around the failure
without expending a material amount of additional time or cost. In such event: (vi) ACS
shall be entitled to temporary relief from its obligation to timely comply with the affected
SLR, but only to the extent and for the duration so affected; and (vii) in the case of an
event described in subsection (iv), Symetra shall reimburse ACS for ACS’ expenses to correct
such failure, but only to the extent Symetra caused such failure, unless the Parties
otherwise mutually agree. For purposes hereof, any preexisting condition of those of
Symetra’s properties and systems that are used and managed by ACS to deliver the Services
shall not be deemed a contributing cause of any failure if such condition was or reasonably
should have been identified in ACS’ reasonable, pre-implementation diligence processes, or
as a result of ACS’ post-implementation, industry-standard quality assurance processes; provided, however, that this exception specifically shall not apply to any hidden defect that
was not identified following such diligence and quality assurance processes.




               (d) Annual Review of SLRs. Symetra expects that SLRs will improve over time and that
new SLRs may be added to reflect Symetra’s changing and/or new business requirements.
Accordingly, at least once annually, Symetra expects to review and reach agreement with ACS
on, among other things: (a) adjustments to the SLRs to reflect such anticipated continuous
improvements in the SLRs; and/or (b) the addition of new SLRs. Unless requested by Symetra,
in no event will the SLRs be made less favorable to Symetra as a result of such reviews.





               (e) Classifying an SLR as an SLA. Subject to limitations set forth in Schedule 5,
upon sixty (60) calendar days’ prior written notice to ACS, Symetra shall have




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the right to classify any SLR as an SLA and to re-allocate the SLA Weighting Factors
so that a Weighting Factor is applicable to such newly classified SLA.




               (f) Benchmarking. As part of the Services, ACS shall conduct benchmarking with
Symetra in accordance with the terms, conditions and procedures described in Attachment A.



          2.2.3 Symetra Sites. Attached hereto as Attachment B is a list of Symetra facilities
(collectively, the “Symetra Sites”) with respect to which ACS shall provide the Services.




          2.2.4 Governance Regarding Relief Events. The Parties acknowledge and agree that from time
to time during the Term, events and circumstances caused by the actions or inactions of Symetra may
arise that have (or are reasonably anticipated to have) a material adverse impact on ACS’ ability
to achieve the SLRs, or otherwise provide the Services in the manner required by this Agreement,
without expending a material amount of additional time or cost (such events and circum stances,
“Relief Events”). By way of example and without limiting the foregoing, the Parties acknowledge
that a Relief Event may arise as a result of ACS’ compliance with Symetra’s instructions in
connection with an Extraordinary Event under Section 2.10 and/or as a result of Symetra’s exercise
of its retained authorities under Article 5. With respect to such Relief Events, the following
terms and principles shall apply:





               (a) If a Relief Event causing ACS to be unable to provide any of the Services in
accordance with the SLRs has occurred, the terms of Section 2.2.2(c) shall apply.




               (b) Without limiting ACS’ obligations under Section 2.2.2(c), if a Relief Event has
occurred, ACS shall nevertheless use commercially reasonably efforts to perform the Services
and achieve the SLRs throughout the duration of such Relief Event using existing levels of
resources dedicated to Symetra’s account, and the Parties shall work together in good faith
to address the impact of such Relief Event on the Services and the SLRs in a timely manner.




               (c) To the extent that either Party anticipates or determines that a Relief Event is
likely to occur, such Party shall notify the other Party of such determination, and the
Parties shall work together in good faith in advance of the anticipated Relief Event to
establish a plan for providing the Services during such Relief Event, taking into account
the relevant specifics and details of the Relief Event. Where Symetra’s actions or
inactions are the predominant cause of the anticipated Relief Event, such plan may include
the temporary suspension of SLRs associated with the affected Services, and/or additional
fees or charges associated with Other Services provided by ACS that are designated to
address the impact of the Relief Event or achieve the SLRs during the Relief Event.




               (d) If an unanticipated Relief Event occurs, and Symetra’s actions or inactions are
the predominant cause of such Relief Event, or such Relief Event is the result of a Force
Majeure Event, without limiting ACS’ obligations under Section 2.2.2(c) and this Section,
ACS shall be relieved from its obligations to meet or exceed the SLRs affected by the Relief
Event (and its responsibility with respect to any related Fee Reductions) during the duration of such Relief Event.



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     2.3 Transition Services.



          2.3.1 Transition Plan. Attachment C sets forth a preliminary, high-level transition
plan (the “Transition Plan”) that generally outlines the tasks, timelines, responsibilities, dependencies, major milestones, deliverables and acceptance testing procedures for each Service area.
Within thirty (30) calendar days following the Effective Date, the Parties shall develop a
detailed, complete Transition Plan, which shall replace and supersede the initial high-level
Transition Plan. In accordance with the terms set forth in the Transition Plan, ACS shall
accomplish the transparent, seamless, orderly and uninterrupted transition from the manner in which
Symetra and its Affiliates received all services prior to the applicable Handover Date to the
manner in which the Services will be provided as described herein.




          2.3.2 Progress Reports. ACS shall provide to the Symetra Project Executive (or his/her
designee) a weekly written report as to the progress of completion of the activities contained in
the Transition Plan until each of ACS’ responsibilities thereunder has been completed. Such reports shall be provided in accordance with Section 2.11.1.




          2.3.3 Financial Responsibility. ACS shall assume financial responsibility for providing each
of the Service Tower Services as of the applicable Handover Date. Further, at Symetra’s option, ACS
shall assume financial responsibility for providing each of the Service Tower Services irrespective
of whether handover of the applicable Service Tower Service actually has been completed as of such
date.





               (a) If ACS is unable to provide any of the Service Tower Services as of the applicable
Handover Date, “assume financial responsibility” means that:




                    (i) ACS shall reimburse Symetra for all costs and expenses incurred by Symetra
to provide such Service Tower Services (including by way of example and not of
limitation, salaries and other payments to in-scope Symetra employees, fees under
in-scope third party contracts, etc.) or, in Symetra’s sole discretion, Symetra may
set off any such costs and expenses against the Fees, if any, due under the
Agreement; and




                    (ii) ACS shall be entitled to invoice Symetra for such Service Tower Services
as if ACS itself were providing such Service Tower Services.




               (b) ACS shall not be required to assume financial responsibility for a particular
Service Tower Service as described in the foregoing subsection (a) to the extent ACS’
performance is excused due to a Force Majeure Event or to the extent the delay was requested by Symetra. Further, if ACS is unable to provide a particular Service Tower Service
as of the applicable Handover Date, the SLRs shall not apply until ACS actually begins providing such Service Tower Service.



     2.4 Purchasing Agent Services. Without limiting ACS’ obligations to procure or otherwise
provide all hardware, software, network facilities and other items required to provide the Services as described in this Article 2, and in addition to ACS’ other responsibilities herein, as and
when requested by Symetra, ACS shall procure hardware and software (such as, for example, personal
office printers) (“Procured Technology”) from a Symetra-approved product list on Symetra’s behalf.
ACS’ procurement responsibilities in this Section 2.4 shall include, without limitation,



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evaluating ACS qualifications and independence; negotiating Symetra-favorable pricing
(including obtaining the most favorable prices, rates and discounts available); ordering,
receiving, configuring, installing, testing, maintaining and distributing all Procured Technology.
As between Symetra and ACS, all right, title and interest in and to each item of Procured
Technology shall be vested in Symetra, and Symetra shall reimburse ACS for the purchase price for
such Procured Technology.




     2.5 Technology Management and Security Services.



          2.5.1 General. ACS shall provide the technology management and security Services described
in this Section 2.5. ACS shall obtain Symetra’s prior written consent before acquiring,
maintaining, upgrading or replacing any asset that is used by ACS to satisfy its obligations hereunder if such acquisition, maintenance, upgrade or replacement could result in any material change
in, or adverse impact on, the method, manner, types or levels of Services that are then being
provided to Symetra.




          2.5.2 Technology Upgrades and Enhancements. ACS will keep all Services under this Agreement
current with industry advances and leading technology standards. Without limiting the generality of
the foregoing, all hardware and software used to provide the Services will be kept at levels
supportable by the respective manufacturers, and equipment will be upgraded or replaced as required
to meet the SLRs and manufacturer-recommended requirements. Additionally, ACS shall notify Symetra
as soon as hardware and software upgrades and enhancements become available from their respective
vendors, and the Parties thereafter will coordinate implementation of such upgrades and
enhancements. ACS shall schedule all such upgrades and enhancements in advance and in such a way as
to prevent any interruption or disruption of, or diminution in, the nature or level of any portion
of the Services.




          2.5.3 ACS’ Technology Refresh Requirements. ACS shall replace and/or upgrade its own equipment
and software periodically as specified in Attachment F. In purchasing new equipment and software,
ACS shall conform to the Technology Plan as described in Section 2.5.4. ACS will review the
proposed purchase strategies each year (or more frequently, if required) with Symetra in order to
determine which technology strategies will provide optimal and/or improved Services to Symetra.




          2.5.4 Technology Planning and Innovation. On or before June 1 and December 1 of each calendar
year, or more frequently as requested by Symetra, ACS shall prepare for Symetra’s review, comments
and approval a technology plan (the “Technology Plan”) that is comprised of both short-term and
long-range plans that tie into Symetra’s business goals. The short-term plan will include
information technology budget development for the next fiscal year including, consistent with the
requirements of Section 2.5.3, identification of software and hardware for which technology refresh may be needed in the next Contract Year, and a projected time schedule for procuring the
necessary software, hardware and services and implementing the proposed changes. The long-range plan
will include strategic and flexible use of information technology systems in light of Symetra’s
anticipated business goals, current mission, objectives, priorities and strategies. Once approved
by Symetra, each Technology Plan will be deemed to be incorporated in and made a part of this
 Agreement. ACS will on a regular basis and prior to preparing each annual Technology Plan: (a) identify
ACS and non-ACS products and technology services that may benefit Symetra and support the mission,
goals and objectives of Symetra; (b) identify ACS or Symetra resources required to complete the
short-term and long-range plans; and (c) upon Symetra’s request, investigate the requirements,
costs and benefits of new technology. Notwithstanding the development of the Technology Plan on





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an annual basis as described herein, ACS also shall have an ongoing responsibility to
regularly provide Symetra with information regarding any newly improved or enhanced commercially
available information technologies that reasonably could be expected to have a positive impact on
Symetra including, without limitation, in the areas of increased efficiency, increased quality
and/or reduced costs (“Enhanced Technology”). At a minimum, at least once annually, or more
frequently as requested by Symetra, ACS shall meet with the IT Outsourcing Committee and provide a
written report to the IT Outsourcing Committee that identifies any Enhanced Technology that ACS and
its principal Subcontractors are developing and IT trends of which Symetra should be made aware.
Upon identifying any Enhanced Technology that the Parties believe would materially improve
performance, capacity, bandwidth, or reduce the cost, of the Services, the Parties will meet and
discuss in good faith the terms upon which such Enhanced Technology may be implemented into the
Services, including detailed SLRs specific to each such enhancement.




          2.5.5 Asset Management. Within ninety (90) calendar days following the Effective Date, ACS
shall develop and thereafter maintain a comprehensive inventory of all: (a) equipment, software
and network connections and infrastructure used by ACS to provide the Services; (b) equipment,
software and network connections and infrastructure used by Symetra in connection with the
Services; and (c) Procured Technology. ACS shall provide an electronic copy of such inventory to
Symetra upon request. In addition, ACS shall provide Symetra with reports detailing software
usage by Symetra and other activities by Symetra relating to Symetra’s compliance with software
licenses that can be monitored by ACS in delivering the Services, provided that such responsibilities shall be detailed in each applicable Schedule 2. The Parties agree that ACS shall
have no legal or financial responsibility for Symetra’s non-compliance with such software licenses
except to the extent resulting from: (d) events subject to indemnification under Section 15.1.8;
and (e) potential breach of contract liability under this Agreement based on ACS’ failure to
comply with its obligations under this Agreement.




          2.5.6 Shared Resources. Except as provided in Attachment G, ACS shall not use a shared
hardware or software environment, or any shared network or platform
(collectively, “Shared Resources”) to provide the Services. If, following the Effective Date, ACS wants to migrate or relocate any Services to Shared Resources, ACS shall provide to Symetra for its review, comments and
approval, which approval may be withheld in Symetra’s sole discretion, a proposal for such
migration or relocation, including a listing of all shared use assets that will be used to provide
the Services and a breakdown of the cost and price benefits and savings or risks to Symetra. As
part of the Disentanglement, ACS shall identify and assist Symetra with procuring suitable
functionally equivalent replacements for any Shared Resources used to provide the Services.




          2.5.7 Disaster Recovery.





               (a) Review of Symetra’s Disaster Recovery Plans. On or before the date specified in
the Transition Plan, ACS shall review Symetra’s existing disaster recovery plan(s) and
develop and deliver to Symetra for its review, comments and approval a detailed, complete,
written analysis of such disaster recovery plan(s) that identifies, among other things, any
deficiencies and gaps in such disaster recovery plan(s) and the changes, modifications
and/or updates recommended by ACS in order to address such deficiencies and gaps. Without
limiting the generality of the foregoing, ACS’ written analysis specifically shall address
ways to safeguard the Symetra Data and to ensure the continuing availability of all
Services, including the Service Tower Services, in accordance with the terms of this
Agreement during any event that would otherwise adversely affect ACS’ ability to safeguard
the Symetra



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Data and/or deliver the Services. Following its receipt of ACS’ analysis, Symetra
promptly shall review and comment on the same, and ACS thereafter shall update Symetra’s
disaster recovery plan(s) accordingly and, on or before the date specified in the
Transition Plan, deliver to Symetra fully updated paper and electronic copies of such
disaster recovery plan(s). Thereafter, ACS shall re-assess Symetra’s disaster recovery
plan(s) as described herein once annually (or more frequently if necessary) and, not later
than sixty (60) calendar days following commencement of the second and each subsequent
Contract Year, provide to Symetra for its review, comments and approval proposed changes,
modifications and/or updates to Symetra’s disaster recovery plan(s) in order to address any
identified deficiencies and gaps. Following its receipt of ACS’ annual assessment, Symetra
promptly shall review and comment on the same, and ACS thereafter shall update Symetra’s
disaster recovery plan(s) accordingly and, within thirty (30) days after receiving
Symetra’s comments, deliver to Symetra fully updated paper and electronic copies of such
disaster recovery plan(s).




               (b) Provision of Disaster Recovery Services. Subject to, and without limiting, the
terms of this Section 2.5.7, ACS shall provide the disaster recovery Services set forth in
the applicable Schedules 2 in accordance with its own and Symetra’s disaster recovery
plan(s). ACS shall provide disaster recovery Services as described herein at all times irrespective of whether a Force Majeure Event has occurred, unless the Force Majeure Event
prevents the performance of the disaster recovery Services. Further, ACS shall provide dis
aster recovery Services if Symetra notifies ACS that a disaster has occurred. Upon the occurrence, and periodically for the duration, of any disaster, ACS shall provide regular reports
and notices to Symetra regarding the status of ACS’ response to, and recovery from, the disaster.




               (c) Review and Testing of Disaster Recovery Plan. ACS’ disaster recovery Services
shall include regular (not less often than once annually) testing and updating of both its
own and Symetra’s disaster recovery plans (including plans for data backups, storage
management and contingency operations), reserving capacity at alternate site facilities and
annually testing network connectivity between such alternate site and the applicable Symetra
Sites. Symetra shall have the right to participate fully in any disaster recovery testing
conducted by ACS including being physically present at the facilities of ACS and/or any
Third Parties involved in such testing.




               (d)
Fees. ACS’ costs and expenses associated with performing the obligations set forth
in this Section 2.5.7 shall be included in the Annual Services Fee as a separate annual
line item.



     2.6 Standards and Procedures Manual.



          2.6.1 Development of Manual. As ACS transitions and migrates Services in accordance with the
terms of the Transition Plan, ACS shall develop and continuously update a detailed,
Symetra-specific standards and procedures manual that minimally includes the contents specified in
Section 2.6.2 (the “Standards and Procedures Manual”). ACS shall deliver the first draft of the
Standards and Procedures Manual to Symetra for its review, comments and approval within ninety (90)
calendar days following the Effective Date of the Agreement and shall, with respect to each draft
of the Standards and Procedures Manual, incorporate all of Symetra’s comments and suggestions. Not
later than thirty (30) calendar days following completion of all activities under the Transition
Plan, ACS shall deliver an updated draft of the Standards and Procedures Manual to




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Symetra for its review, comments and approval and thereafter shall periodically (but not less
often than quarterly) update the Standards and Procedures Manual to reflect changes in the
operations or procedures described therein. All such updates to the Standards and Procedures Manual
shall be provided to Symetra for its prior review, comments and approval. Delivery of the initial
draft and the updated draft of the Standards and Procedures Manual as provided herein shall
constitute Critical Milestones. Prior to completion of the Standards and Procedures Manual, ACS
shall provide the Services in accordance with the standards and procedures generally used by
Symetra.




          2.6.2
Contents. ACS shall provide the Standards and Procedures Manual to Symetra
electronically (and in a manner such that it can be accessed via either Symetra’s intranet or the
Internet) and communicate to all End-Users the availability of and methodology for accessing the
Standards and Procedures Manual. The Standards and Procedures Manual shall describe, among other
things, the manner in which ACS will provide the Services hereunder, including the equipment and
software being and to be used, the documentation (including, e.g., operations manuals, user
guides, specifications, and End-User support) that provide further details of such activities and
detailed problem and change management procedures. The Standards and Procedures Manual also shall
describe the activities ACS will undertake in order to provide the Services including, where
appropriate, direction, supervision, monitoring, staffing, quality assurance, reporting, planning
and oversight activities, as well as the specific measures taken to comply with all laws and
regulations that are applicable to ACS as an operator of its business or in performing its
obligations under the Agreement. The Standards and Procedures Manual also shall identify those
Services that ACS is to perform to assist Symetra in complying with its own regulatory obligations
including, without limitation, those relating to the privacy and security of the Symetra Data,
including HIPAA, the California Statute, GLB and any other laws and regulations applicable to the
Symetra Data and/or identified by Symetra. Without limiting ACS’ obligations to assist Symetra in
complying with its own regulatory obligations as described above, it is expressly agreed and
understood by the Parties that Symetra shall be responsible for compliance with all laws and
regulations that are applicable to Symetra as an operator of its business, its receipt of the
Services, its direct regulatory obligations relating to the Symetra Data and, if the terms of
Section 14.6 are applicable, its status as controller of the Symetra Data. The Standards and
Procedures Manual shall describe how the Services will be performed and act as a guide to
End-Users seeking assistance with respect to the Services offered hereunder. The Standards and
Procedures Manual shall in no event be interpreted as an amendment to this Agreement or so as to
relieve ACS of any of its performance obligations under this Agreement.




     2.7 Service Compatibility. ACS shall ensure that all services, equipment, networks, software,
enhancements, upgrades, modifications and other resources, including those provided by Symetra
(collectively, the “Resources”), that are: (a) used by ACS to deliver the Services; or (b)
approved by ACS for utilization by Symetra in connection with the Services, shall be successfully
integrated and interfaced, and shall be compatible with the services, equipment, networks,
software, enhancements, upgrades, modifications and other resources that are being provided to
Symetra by Third Party service providers (collectively, the “Third-Party Resources”); provided,
however, that any such responsibilities of ACS for Resources shall be detailed in the applicable
Schedules 2. Further, ACS shall ensure that none of the Services or other items provided to
Symetra by ACS shall be adversely affected by, or shall adversely affect, those of any such Third
Party providers, whether as to functionality, speed, service levels, interconnectivity,
reliability, availability, performance, response times or similar measures. To the extent that any
interfaces need to be developed or modified in order for the Resources to integrate successfully,
and be compatible with, the Third-Party Resources, ACS shall develop or modify such interfaces as
part of the Services, pursuant to the process set forth in Section 2.8. If a question arises as to
whether a particular defect, malfunction or other



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difficulty with respect to the Services was caused by Resources or by Third-Party Resources,
ACS shall be responsible for correcting, at its cost, such defect, malfunction or difficulty,
except to the extent that ACS can demonstrate, to Symetra’s satisfaction, by means of a Root-Cause
Analysis, that the cause was not caused by Resources. In addition, ACS shall cooperate with all
Third Party service providers of Symetra to coordinate its provision of the Services with the
services and systems of such Third Party service providers. Subject to reasonable confidentiality
requirements, such cooperation shall include providing: (a) applicable written information
concerning any or all of the systems, data, computing environment, and technology direction used
in providing the Services; (b) reasonable assistance and support services to such Third Party
providers; (c) access to systems and architecture configurations of Provider to the extent
reasonably required for the activities of such Third Party providers; and (d) access to and use of
the Resources.




     2.8 In-Scope Service Requests. If Symetra requires the performance of work that is not being
performed at a particular time but that is within the scope of the Services, Symetra shall deliver
to the ACS Project Executive an “In-Scope Service Request” in the form set forth in Attachment D
specifying the proposed work with sufficient detail to enable ACS to evaluate the request. If such
In-Scope Service Request is a request for access to ACS personnel versus a request for a
particular set of Services that are in the nature of a longer-term project, Symetra shall
prioritize (and re-prioritize as deemed necessary by Symetra), and ACS shall respond to, such
In-Scope Service Request as follows:



	 	 	 	 	 
	Symetra-	 	Response
	Designated	 	Symetra Corporate Headquarters &	 	 
	Priority	 	ACS NWSC - Hillsboro	 	Symetra Remote Office Locations
	Urgent

	 	Immediate
	 	ASAP, not to exceed 8 hours
	 
	 	 	 	 
	Standard

	 	2 Hours
	 	2 Business Days
	 
	 	 	 	 
	Low

	 	8 Hours
	 	5 Business Days





With respect to In-Scope Service Requests that are in the nature of a longer-term project,
unless the Parties mutually agree in writing to proceed otherwise, within five (5) Business Days
following the date of ACS’ receipt of such In-Scope Service Request, ACS shall provide Symetra
with a written proposal in response to the In-Scope Service Request that contains the following:
(a) a detailed description of the Services to be performed; (b) specifications (if applicable);
and/or (c) an implementation plan, with implementation to commence not later than thirty (30)
calendar days after approval thereof, unless otherwise mutually agreed. All services requested in
an In-Scope Service Request shall constitute Services for purposes of this Agreement. Following
receipt of ACS’ proposal, Symetra shall notify ACS in writing whether to proceed with the In-Scope
Service Request, and ACS shall take no further action with respect to the In-Scope Service Request
until it receives approval from Symetra. In-Scope Service Requests must be executed by the Symetra
Project Executive, or his or her designee, in order to be effective.




     2.9 Out-of-Scope Work Orders.



          2.9.1 Requirements and Process. From time-to-time, Symetra may solicit a response from
prospective providers to perform services that are outside the scope of the Services
(“Out-of-Scope Service(s)”). At its own cost
and expense, ACS shall submit a response (“Out-of-




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Scope Work Order”) to any such Out-of-Scope Services request that complies with the terms of
this Section within ten (10) Business Days after ACS’ receipt of Symetra’s request, or, if the
scope of the Out-of-Scope Services is such that ten (10) Business Days would be insufficient,
within a mutually agreed period of time. ACS’ proposed fees for performing each Out-of-Scope Work
Order shall be at a fixed price (to the extent the Out-of-Scope Service consists of design, build
or other development services) or at a fixed rate per unit of performance or other benefit to be
received by Symetra (to the extent the Out-of-Scope Service consists of operational or other
ongoing services), in either case based upon the lower of the Service Rates or the best rates,
terms and conditions ACS is offering or has offered to other customers for services of a similar
nature and scope. Each such response shall be in writing and shall contain the following items and
be in conformance with the process set forth herein: (a) ACS’ response to Symetra’s description
and specifications for the Out-of-Scope Services, including all services to be performed,
categories of personnel (and number of personnel within each category) required to complete the
Out-of-Scope Services, and an implementation plan; (b) the amount, schedule, and method of
payment; (c) the timeframe for performance; (d) completion and acceptance criteria; and (e) any
proposed SLRs for new services that would result from the Out-of-Scope Services. If Symetra
selects ACS as its provider with respect to the Out-of-Scope Work Order, the obligations of ACS
with respect to the Out-of- Scope Services shall be deemed Other Services under this Agreement,
and the Out-of-Scope Services and the Out-of-Scope Work Order shall be governed by all the terms
and conditions of this Agreement.




          2.9.2 Potential Limitation on Future Contracts. If ACS, under the terms of this Agreement or
through the performance of tasks hereunder, develops specifications or statements of work, and such
specifications or statements of work are to be incorporated into a solicitation, at Symetra’s
option, ACS may be ineligible under Symetra’s standard procurement rules or, if such rules do not
exist, industry standard procurement rules, to bid on and perform the work described within that
solicitation as a prime contractor or subcontractor under a future Symetra contract. Except for the
foregoing, ACS shall have the ability to compete for future business with Symetra on an equal basis
with other Persons.




     2.10 Extraordinary Events or Circumstances. Symetra may, at any time, in a written notice
signed by the Symetra Project Executive, or his or her designee, and as a result of an
Extraordinary Event: (a) direct ACS, in accordance with Section 2.8, to perform Services in an
extraordinary manner (e.g., perform Services at service levels above or below the SLRs for a
limited duration); or (b) direct ACS to prepare and submit a proposed Out-of-Scope Work Order more
quickly than required under Section 2.9.1; (c) direct ACS to temporarily cease the performance of
certain Services; or (d) obtain a Third Party to perform certain Services for the duration of the
Extraordinary Event. If such Extraordinary Event results in ACS’ performance of Other Services, to
the extent incremental pricing for such Other Services is not set forth in this Agreement
(including, in particular, in Schedule 4), the Parties shall engage in good faith negotiations in
order to arrive at appropriate fees and expenses to be paid to ACS in consideration of its
performance of such Other Services. If such Extraordinary Event results in ACS’ performance of
additional or fewer Services, as the case may be: (e) provided: (i) the upper Pricing Band limit
or the lower Pricing Band limit, as applicable, for such Services as specified in Schedule 3 has
not been surpassed for more than ninety (90) calendar days, the applicable pricing set forth in
Schedule 3 shall apply; or (f) once the upper Pricing Band limit or the lower Pricing Band limit,
as applicable, for such Services as specified in Schedule 3 has been surpassed for more than
ninety (90) calendar days, the Parties shall engage in good faith negotiations in order to arrive
at new pricing for the affected Service Tower Services. The rights and obligations of the Parties
under this Section 2.10 shall be in addition to those under Sections 2.5.7, 9.2.3 and similar
provisions of this Agreement addressing Force Majeure Events.



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     2.11 Reports and Other Resource Materials.



          2.11.1 General. In addition to any reports that may be required to be furnished pursuant to
any Schedule 2, ACS shall furnish reports to Symetra in the manner, format, and frequency, and
containing contents, reasonably requested by Symetra from time to
time. In addition to SLR Reports
and reports relating to amounts invoiced to Symetra, ACS’ reports shall include, among other
things, annual security audit reporting, including reporting on unauthorized system access
incidents, and reports regarding cost-management, Subcontractor relationships, End-User
satisfaction, human resources matters and any other pertinent data requested by Symetra. ACS
promptly shall (but not later than two (2) calendar days after gaining knowledge thereof) inform
Symetra of any deficiencies, omissions or irregularities in Symetra’s requirements or in ACS’
performance of the Services that come to ACS’ attention. ACS shall furnish Symetra with all
existing and future research and development resources, such as published materials, and industry
studies conducted for or by ACS, that pertain to the Services and that might assist Symetra in
setting its IT policies or requirements. The ACS Project Executive also shall advise Symetra of all
other matters of a material nature that he or she believes would be helpful to Symetra in setting
or revising its IT policies or requirements.




          2.11.2 Media. ACS shall furnish to Symetra all reports in both hard copy and electronic form
per Symetra’s specifications in effect on the Effective Date, as the same may be reasonably
modified by Symetra from time-to-time thereafter.




     2.12
Critical Milestones.



          2.12.1
Designation of Critical Milestones. As of the Effective Date, the Parties have
designated certain milestones, activities, actions and/or projects under this Agreement as Critical Milestones, and have identified (in the Transition Plan or elsewhere in this Agreement) dates
for ACS to achieve such Critical Milestones. Following the Effective Date, the Parties may
designate additional milestones, activities, actions and/or projects under this Agreement as
Critical Milestones (such agreement not to be unreasonably withheld by either Party), and promptly
following such designation, the Parties shall work together cooperatively and in good faith to
agree upon appropriate dates for ACS to achieve such Critical Milestones.




          2.12.2 Failure to Timely Achieve a Critical Milestone. If ACS fails to achieve any Critical
Milestone by the corresponding date for achieving such Critical Milestone, without limiting any
other rights and remedies that may be available to Symetra, Symetra shall have the right to: (a) if
applicable to the Critical Milestone, reduce the Fees by an amount equal to the Fee Reduction
calculated as provided in 
Schedule 5; and/or (b) declare an Event of Default. Notwithstanding the
foregoing, the remedies described in Sections 2.12.2(a) and (b) shall not be available to Symetra
if and to the extent ACS’ failure to achieve any Critical Milestone by the corresponding date for
achieving such Critical Milestone is due to: (c) the occurrence of a Force Majeure Event; (d) a
delay by Symetra solely for its own convenience; or (e) Symetra’s material failure to perform any
of its responsibilities under this Agreement that were a pre-condition to ACS’ ability to perform
its obligations, provided that such failure previously was identified by ACS in writing.



     2.13 End-User Satisfaction and Communication. In addition to any End-User satisfaction
survey requirements set forth in Schedule 2, not less than once quarterly, ACS shall conduct
End-User satisfaction surveys in accordance with this Section. The proposed surveys (including the
underlying instrument(s), methodology and survey plan) shall be
subject to Symetra’s review, comments



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and approval and shall cover a representative sample of the End-Users including, as a
separate sample category, senior management of Symetra. Symetra shall provide reasonable assistance
to ACS to: (a) identify the appropriate sample of End-Users; (b) distribute the surveys; and (c)
encourage participation by such End-Users in order to obtain meaningful results. ACS shall report
the results of the surveys separately from each of the End-Users or groups of End-Users as may be
specified by Symetra, and the ACS Project Executive shall review the results of each survey with
Symetra within thirty (30) calendar days following the mutually agreed deadline for completion and
return of the survey. During each such review session, ACS shall submit an End-User communication
plan to Symetra for its review, comments and approval that shall include, at a minimum, updates to
the End-Users regarding the results of the satisfaction surveys. Not later than thirty (30)
calendar days following each review session, ACS shall provide to Symetra an action plan for
addressing any problem areas identified in the survey results.




     2.14 Cooperation with Symetra and Third Parties. ACS shall cooperate fully with Symetra and
all Third Parties designated by Symetra, and shall disclose such information to Symetra and such
Third Parties relating to ACS and its Subcontractors as may be reasonably required or necessary
for delivery of the Services as required herein. All such disclosures shall be subject to the
confidentiality provisions of Article 13.



     2.15 Movement of an ACS Facility. Except as otherwise agreed to by the Parties in writing, if
ACS moves, relocates, alters or changes any facility (including, without limitation, any ACS data
center), such movement, relocation, alteration or change shall not: (a) result in any charges to
Symetra; or (b) alter or excuse ACS’ obligation to perform all Services in accordance with the
SLRs.



ARTICLE 3

PERSONNEL




     3.1 ACS Personnel.



          3.1.1 ACS Key Personnel.





               (a) Designation of ACS Key Personnel. Each of the ACS Key Personnel is designated on,
and shall have the functions assigned to him or her as set forth in, Attachment E. This
Schedule may be modified from time-to-time in accordance with this Agreement and shall be
deemed modified upon any Symetra-approved replacement or substitution of a new person for
any ACS Key Personnel. Prior to the assignment, hiring or designation of any person to fill
the position or perform the duties provided by any ACS Key Personnel, Symetra shall have
the right to interview and participate in the selection of such person to fill the position
or perform the duties provided by the ACS Key Personnel to be replaced. ACS shall not hire,
assign or designate any new person to fill the position or perform the duties provided by
any ACS Key Personnel without Symetra’s prior written consent, which consent may be given
or withheld in Symetra’s sole discretion. In addition, Symetra shall not be obligated to
pay any Fees (or portion thereof) that are attributable to ACS Key Personnel until it
determines, in its reasonable discretion, that such ACS Key Personnel have sufficient
training, education and knowledge about Symetra’s then-current status and project needs.
ACS shall ensure that all ACS Key Personnel have at least one designated individual as his
or her core knowledge backup, ACS acknowledging that cross-sharing of knowledge is critical
to minimizing the potential impact to Symetra if any of the ACS Key Personnel become
unavailable for any reason. ACS Key Personnel shall treat Symetra as their most favored
customer



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and shall give Symetra priority over all of ACS’ other customers. All other ACS
employees who are assigned to Symetra shall treat Symetra as a priority customer.




               (b) Removal/Replacement of ACS Key Personnel by ACS. All ACS Key
Personnel shall be assigned to perform the Services on such basis (e.g., full time
assignment or otherwise) as needed to ensure that the Services contemplated hereunder are
provided in an efficient and timely manner. Except as otherwise permitted in Section
1.2.2(d), without Symetra’s prior written consent, ACS shall not: (i) undertake any action
with respect to any ACS Key Personnel that would result in the alteration or reduction of
time expended by such ACS Key Personnel in performance of ACS’ duties hereunder; or (ii)
transfer, reassign or otherwise re-deploy any ACS Key Personnel from performance of ACS’
duties under this Agreement, except in cases involving: (i) a voluntary or For Cause
termination; (ii) removal at Symetra’s request; or (iii) inability to work due to death,
disability or illness. If any one of the ACS Key Personnel comes unavailable to perform
his/her duties for any reason, subject to the terms of subsection (c) below, within
forty-eight (48) hours thereafter, ACS shall replace such person with another person
approved by Symetra that is at least as well qualified as the person being replaced. For
purposes of this Section, the movement of ACS Key Personnel from the employ of ACS to an
Affiliate or a Subcontractor of ACS shall be considered a reassignment requiring Symetra’s
consent and not a cessation of employment. If ACS removes or temporarily reassigns the ACS
Key Personnel in accordance with the terms of this Section, Symetra may withhold any and all
payments due or that become due to ACS until the ACS Key Personnel vacancy is filled by a
qualified replacement, as approved by Symetra.




               (c) Removal of ACS Personnel by Symetra. Notwithstanding anything contained herein to
the contrary, if Symetra believes that the performance or conduct of any Person employed or
retained by ACS to perform ACS’ obligations under this Agreement (including, without
limitation, ACS Key Personnel) is unsatisfactory for any reason or is not in compliance with
the requirements of this Agreement, Symetra shall so notify ACS in writing and ACS shall
promptly address the performance or conduct of such person, or, at Symetra’s request,
immediately replace such Person with another Person acceptable to Symetra and with
sufficient knowledge and expertise to perform the Services in accordance with this
Agreement. Symetra shall not be responsible for any relocation expenses associated with
ACS’ compliance with this Section or any other term or condition of this Agreement.




               (d) Transition. If: (i) ACS is obligated to replace an individual as provided in
subsection (c) above; or (ii) ACS wants to replace or reassign any of the ACS Key Personnel,
and either Symetra consents to such replacement or reassignment, or Symetra’s consent to
such replacement or reassignment is not required as provided in subsection (b) above, then:
(1) the terms of subsection (a) above with respect to Symetra’s right to select replacement
personnel for any ACS Key Personnel shall apply; (2) the proposed replacement personnel
shall be “qualified,” meaning that the proposed replacement personnel shall possess
comparable experience and training as the ACS personnel to be replaced; and (3) the replacement personnel shall work with the replaced personnel during a mutually agreed transition
period, the duration of which shall be determined based on the duties and
responsibilities of the person to be replaced, and all costs and expenses associated with
educating and training the replacement personnel shall be borne by ACS. Without limiting
the generality of the foregoing, the transition period for the ACS Project Executive shall
be at least one (1) month in length. In addition, provided the replaced personnel remains
employed by ACS, such individual



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 shall continue to be available by telephone to answer any Services or Other
Services-related questions.



          3.1.2 Additional Personnel Requirements. In addition to ACS Key Personnel, ACS shall provide
and make available such additional staff and personnel as ACS deems necessary to properly perform
all of ACS’ obligations under this Agreement, all of whom shall, prior to their assignment to
perform Services, be subject to security clearances by ACS consistent with any applicable policies
and/or practices as may be requested and/or approved by Symetra. All costs and expenses
associated with providing, equipping and retaining ACS staff and other personnel is included within
the Fees, including, without limitation, all wages (including overtime payments), benefits of
employment, applicable payroll taxes, and all associated staffing costs such as training and education, office supplies, PC refreshment, travel and lodging costs and recruiting and relocation
expenses. On the Effective Date and at the end of every six (6)-month period after the Effective
Date, ACS shall provide Symetra with a written list of all ACS and Subcontractor personnel whose
time is dedicated fifty percent (50%) or more to providing Services hereunder, and the contents of
such written list shall include, without limitation, the employees’ names, dates of placement,
assignment addresses, assigned duties and responsibilities, and the names of the person to whom
they are required to report.




          3.1.3 Minimum Proficiency Levels. ACS Key Personnel, and all other personnel assigned by ACS
or its Subcontractors to perform ACS’ obligations under this Agreement, shall have experience,
training and expertise sufficient to perform ACS’ obligations under this Agreement including,
without limitation, ACS’ obligations with respect to the SLRs. Whenever ACS and/or an ACS
Subcontractor indicates that a Person has a specific level of experience or expertise, such Person
shall in fact possess such experience and expertise. Symetra shall not be required to pay for Services provided by any Person who does not possess the promised levels of experience and expertise.




          3.1.4 Specialized Personnel. As part of its provision of Services, ACS shall ensure that all
ACS personnel (and the personnel of any ACS Subcontractors) performing Services in work areas
requiring specific health, regulatory (including, without limitation, HIPAA, the California Statute, GLB and other regulations identified by Symetra), security or safety-related expertise are
trained, qualified, and available to perform the Services in such areas as such training is commercially appropriate for the Services performed by such personnel. As reasonably requested by ACS,
Symetra shall make available to ACS personnel (and to the personnel of any ACS Subcontractor(s))
any regulatory training that Symetra makes available to its own personnel in such work areas, with
all costs and expenses associated with such training (if any) to be borne by ACS.




          3.1.5 Training. At its own cost and expense, ACS shall provide, and cause its Subcontractors
to provide, all such training to the employees of ACS and its Subcontractors as may be necessary
for them to perform all of ACS’ duties under this Agreement (including technical training as well
as training regarding applicable administrative matters such as training regarding Symetra-specific
policies and SOPs), and, in any event, levels of training equal to or greater than the average
levels of training given to other ACS and/or Subcontractor employees holding corresponding
positions.




          3.1.6 Supervision and Conduct of ACS Personnel. Except as expressly set forth herein, neither
ACS, its Subcontractors, nor the employees of any of them, are or shall be deemed to be employees
of Symetra. ACS or, with respect to Persons who work for an ACS Subcontractor, the applicable ACS
Subcontractor(s), shall be responsible for their own staff assigned to provide Services




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under this Agreement, and, subject to this Article 3, ACS (directly or through ACS
Subcontractors) shall have the sole right to direct and control the management of such staff. ACS
and, in respect of Persons who work for ACS’ Subcontractors, ACS’ Subcontractors, shall: (a)
determine and pay all applicable wages and salaries, including applicable overtime and other
premium pay; (b) provide welfare and retirement benefits, as it deems necessary or desirable; (c)
comply with applicable tax laws, including income tax and employment tax withholding laws; (d)
comply with all applicable laws governing the relationship between ACS or ACS’ Subcontractors and
their respective employees, including laws relating to accommodation of disabilities, equal pay,
provision of leave (e.g., FMLA, jury duty, etc.), unlawful discrimination, as well as wage and
hour law requirements; (e) comply with all workers’ compensation insurance coverage laws; (f) file
all applicable reports with federal, state and local agencies and authorities as required by law;
(g) maintain all required employment records, including 1-9, personnel and medical files
consistent with applicable law and customary business practices; and (h) comply with all
applicable equal employment opportunity laws (including, without limitation, Executive Order 11246
as well as all other related laws and regulations). While at or on the premises of Symetra,
personnel of ACS and ACS’ Subcontractors shall: (i) conduct themselves in a businesslike manner;
and (j) comply with the requests and standard rules of Symetra regarding safety and health and
personal, professional and ethical conduct (including, without limitation, those contained in
Symetra’s employee manuals and other written policies and procedures) as may be required for such
locations.




     3.2 Symetra Personnel. The Symetra Project Executive shall act as the primary liaison between
Symetra and the ACS Project Executive and have overall responsibility for the day-to-day oversight
of ACS’ performance under this Agreement and coordination of Symetra’s retained authorities, as
well as the additional personnel described in Section 3.1, in order to perform Symetra’s responsibilities hereunder. If any one of such Symetra personnel is unable to perform the functions
or responsibilities assigned to him or her in connection with this Agreement, or if he or she is no
longer employed by Symetra, Symetra shall replace such person or reassign the functions or
responsibilities to another Person.



     3.3 Solicitation of Personnel. Except as provided in Section 10.3.6, during the Term and for
a period of twelve (12) months thereafter, neither Party shall, without the prior written consent
of the other Party, directly or indirectly solicit for employment any employee of the other who is
involved in the performance of this Agreement. Notwithstanding the
foregoing, a Party (the “Recruiting Party”) will not have violated the terms set forth in the preceding sentence if an
employee of the other Party: (a) responds to a general, non-targeted solicitation for employment
issued by the Recruiting Party, such as a newspaper advertisement; or (b) is contacted by a
recruiter for the Recruiting Party, where the recruiter has not been instructed by the Recruiting
Party to target the employees of the other Party.



     3.4 Personnel Restriction. With respect to any ACS Project Executive, provided such ACS
Project Executive remains employed by ACS or one of its Affiliates, for a period of twelve (12)
months following the date on which such ACS Project Executive last provided Services to Symetra
hereunder, ACS shall restrict such ACS Project Executive from directly or indirectly, through the
education of other persons or otherwise, providing services to any of the Symetra Competitors.



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ARTICLE 4

ASSETS AND THIRD-PARTY CONTRACTS




     4.1 Symetra Retained Equipment.



          4.1.1 General. Symetra will furnish to ACS, for ACS’ use at no charge, the equipment owned
by Symetra (the “Symetra-Owned Equipment” ), and the equipment leased by Symetra (the
“Symetra-Leased Equipment” ) that are listed in the applicable Schedule 2, but for each such item of
Symetra-Owned Equipment and Symetra-Leased Equipment, only for that portion of the Term occurring
prior to the date on which, in the case of Symetra-Owned Equipment, Symetra fully depreciates such
item of equipment and, in the case of Symetra-Leased Equipment, the lease expires for such item of
Symetra-Leased Equipment, after which time ACS shall de-install and replace such item of equipment
at ACS’ own cost and comply with Symetra’s reasonable directions regarding the disposal or other
disposition of such item of equipment. The Symetra-Owned Equipment and Symetra-Leased Equipment
will remain the property of Symetra and a Symetra-retained expense; however, ACS shall be
responsible for managing all such equipment. The applicable Schedule 2 shall be deemed to be
updated to include any additional Symetra-Owned equipment and/or Symetra- Leased equipment made
available by Symetra for ACS’ use in providing the Services. Notwithstanding the location of any
Symetra-Owned Equipment or Symetra Leased Equipment at an ACS or other non-Symetra facility, or the
failure to list any item of Symetra-Owned Equipment or Symetra-Leased Equipment on the applicable
Schedule 2, all right, title and interest in and to any Symetra-Owned Equipment and Symetra-Leased
Equipment will be and remain in Symetra, and ACS will have no title or ownership interest in such
Symetra-Owned Equipment and Symetra-Leased Equipment. ACS will provide Symetra with reasonable
access to all Symetra-Owned Equipment or Symetra-Leased Equipment located at an ACS or other
non-Symetra facility, and, notwithstanding any contrary terms that may be contained herein, will be
responsible for all costs and expenses associated with repair or replacement of any Symetra-Owned
Equipment or Symetra-Leased Equipment or any part thereof damaged (reasonable wear and tear
excepted) by the employees, agents or invitees of ACS, its Affiliates and/or its Subcontractors
(excluding Symetra).




          4.1.2 Third-Party Approvals. ACS and Symetra shall work together to identify, and Symetra
with ACS’ assistance thereafter will take all actions reasonably necessary to obtain, any consents,
approvals or authorizations from Third Parties as required for ACS to lawfully access, operate,
and use (at or from any location where Services are to be provided) the Symetra-Owned Equipment and
the Symetra-Leased Equipment. Symetra hereby appoints ACS to act as its single point of contact
for all matters pertaining to the Symetra-Owned Equipment and the Symetra-Leased Equipment, and
with Symetra’s approval, ACS promptly will notify all appropriate Third Parties of such
appointment. Symetra may at any time revoke such appointment and/or exercise control over ACS’
actions with respect to such Third Parties.




          4.1.3 Return of Symetra Equipment. Unless a later return date is requested by Symetra,
thirty (30) calendar days following any expiration or termination of this Agreement, ACS will
return each item of Symetra-Owned Equipment and Symetra-Leased Equipment to Symetra (excluding
those items of equipment that previously were replaced by ACS as described in Section 4.1.1) in
substantially the same condition it was in when initially provided to ACS, reasonable wear and tear
excepted.




     4.2 ACS Equipment. “ACS Equipment” means equipment owned, leased or otherwise held by ACS
that is dedicated solely to ACS providing the Services. Notwithstanding the location of



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ACS Equipment at a Symetra facility, all right, title and interest in and to any such ACS
Equipment will be and remain in ACS, and Symetra will not have any title or ownership interest in
the ACS Equipment.




          4.2.1 Use of ACS Equipment by ACS Employees. ACS may provide ACS Equipment for use by ACS
employees on behalf of Symetra, at no additional charge to Symetra.




          4.2.2 Provision of ACS Equipment to Symetra. ACS may, upon mutual agreement with Symetra as to
equipment and charges (if any), provide to Symetra certain ACS Equipment at mutually agreed
location(s), and on a mutually agreed delivery schedule. With the advice of ACS, Symetra will
prepare and maintain at Symetra’s cost and expense any Symetra facility in which ACS Equipment will
be installed in accordance with the manufacturers’ specifications and all applicable codes,
statutes, regulations and standards.




          4.2.3 Installation of ACS Equipment. ACS will arrange for, and will determine the mode of
transportation and installation of each item of ACS Equipment to such location(s) as may be
mutually agreed to by the Parties. If Symetra relocates any Symetra facility in which ACS Equipment
may be installed, Symetra will be responsible for the relocation costs of such ACS Equipment. If
ACS requests the relocation of any ACS Equipment, ACS shall be responsible for the associated
relocation costs.




          4.2.4 Maintenance of ACS Equipment. ACS will be responsible for maintaining all ACS Equipment
after installation at a Symetra location; provided, however, that Symetra will be responsible for
all costs and expenses of repair or replacement to correct any damage to ACS Equipment or any part
thereof (reasonable wear and tear excepted) caused by Symetra, or one of their employees, agents
or invitees (exclusive of the employees, agents and/or invitees of ACS, its Affiliates and/or its
Subcontractors).




     4.3 Software.



          4.3.1 ACS-Licensed Third Party Software.





               (a) Category 1 Software. Schedule L to this Agreement sets forth the software that is
owned by a Third Party and licensed by ACS and/or any of its Affiliates on an enterprise-wide
basis (meaning pursuant to a license that is not specific to Symetra) that Symetra agrees ACS may
use to provide the Services (together with all supporting documentation, media and related
materials, including all modifications, enhancements, updates, replacements and other Derivative
Works thereof, the “Category 1 Software”). ACS shall grant to Symetra, its Affiliates and their
employees and independent contractors the right to use, or receive the benefit of the use by ACS
of, the Category 1 Software during the Term and during the Disentanglement Period. If and as
requested by Symetra during the Disentanglement Period and at no additional charge to Symetra,
ACS shall assist Symetra, its Affiliates and/or the Replacement Provider in procuring a license,
and in securing maintenance and support, with respect to the Category 1 Software commencing on the
Expiration Date and continuing thereafter for as long as Symetra requires at competitive rates
(which license and maintenance and support fees shall be paid by Symetra). Except as provided in
the preceding sentence, all costs and expenses associated with the Category 1 Software including,
without limitation, license, maintenance and support, implementation and/or upgrade fees, shall be
deemed to be included in the Fees. All right, title and interest in
and to the Category 1 Software



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 (excluding Derivative Works that contain Work Product) shall remain with the
applicable Third Party.




               (b) Category 2 Software. Schedule L to this Agreement sets forth the software that is
owned by a Third Party and licensed by ACS and/or its Affiliates solely for use in
performing its obligations under this Agreement (meaning pursuant to a license that is
specific to Symetra) that Symetra agrees ACS may use to provide the Services (together with
all supporting documentation, media and related materials, including all modifications,
enhancements, updates, replacements and other Derivative Works thereof, the “Category 2
Software” ). ACS shall obtain for Symetra a non-exclusive, non-transferable, fully paid
license for Symetra, its Affiliates and their employees and independent contractors to use,
or receive the benefit of the use by ACS, of the Category 2 Software during the Term and
during the Disentanglement Period. If ACS is unable to procure such a license, ACS shall so
notify Symetra in writing and Symetra may: (i) waive all or any portion of the foregoing
license scope requirements in writing; or (ii) become directly involved in negotiations with
the Third Party. ACS shall also procure the advance consent of each Third Party software
vendor of Category 2 Software to an assignment to Symetra, its Affiliates and/or the
Replacement Provider, of the license agreement between such Third Party software vendor and
ACS during the Disentanglement Period. If such consent cannot be obtained from any Third
Party software vendor, ACS shall so notify Symetra in writing, and Symetra may: (iii) waive
this requirement in writing; or (iv) elect to license the applicable Category 2 Software
directly from the applicable Third Party software vendor. If Symetra licenses such Category
2 Software directly from the Third Party software vendor, the software shall be deemed
Category 3 Software for purposes of this Agreement. If and as requested by Symetra during
the Disentanglement Period and at no additional charge to Symetra, ACS shall assist Symetra,
its Affiliates and/or the Replacement Provider in procuring a license (if necessary) and
securing maintenance and support with respect to the Category 2 Software commencing on the
Expiration Date and continuing thereafter for as long as Symetra requires at competitive
rates (which license (if any) and maintenance and support fees shall be paid by Symetra).
All costs and expenses associated with the Category 2 Software including, without
limitation, license, maintenance and support, implementation and/or upgrade fees (but
excluding any assignment-related consent fees as described above), shall be deemed to be
included in the Fees. All right, title and interest in and to the Category 2 Software
(excluding Derivative Works that contain Work Product) shall remain with the applicable
Third Party.



          4.3.2 Symetra-Licensed Third Party Software.





               (a) Category 3 Software. Schedule L sets forth certain Third Party software licensed
by Symetra that ACS may access and/or use in providing the Services during the Term and
during the Disentanglement Period (“Category 3
Software” ). Symetra will attempt to secure
the appropriate consents and approvals required to enable ACS to access and/or use the
Category 3 Software, and if it is unable to do so, the terms of Section 4.3.2(c) shall
apply. ACS will pay all required license, maintenance and support, implementation and
upgrade fees with respect to the Category 3 Software (up to those amounts that ACS would
have been required to pay if such Software constituted Category 2 Software), and Symetra
shall pay all required costs and expenses (including, without limitation, license and
consent charges imposed by software vendors) required to permit usage by ACS of the
Category 3 Software under this Agreement. All right, title and interest in and to the
Category 3 Software



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(excluding Derivative Works that contain Work Product) shall remain with the
applicable Third Party.




               (b) Category 4 Software. Schedule L sets forth certain Third Party software licensed
by Symetra that ACS may access and/or use in providing the Services during the Term and
during the Disentanglement Period (“Category 4
Software” ). Symetra will attempt to secure
the appropriate consents and approvals required to enable ACS to access and/or use the
Category 4 Software, and if it is unable to do so, the terms of Section 4.3.2(c) shall
apply. Symetra will pay all required: (i) license and maintenance fees, including fees
associated with the purchase of any upgrades, with respect to the Category 4 Software; and
(ii) all costs and expenses (including, without limitation, license and consent charges
imposed by software vendors) required to permit usage by ACS of Category 4 Software under
this Agreement. All right, title and interest in and to the Category 4 Software (excluding
Derivative Works that contain Work Product) shall remain with the applicable Third Party.




               (c) Consents and Approvals. If any consents or approvals under this Section 4.3.2 are
required to be obtained but are not reasonably available, Symetra will not be required to
obtain them, and Symetra and ACS agree to negotiate in good faith as to the impact of the
lack of consent and to produce a reasonable alternative.



          4.3.3 Category 5 Software. Schedule L sets forth the software that is owned by ACS and/or
any of its Affiliates that Symetra agrees ACS may use to provide the Services (together with all
supporting documentation, media and related materials, including any and all modifications,
enhancements, updates, replacements and other Derivative Works
thereof, the “Category 5 Software” ). ACS shall grant to Symetra a non-exclusive, non-transferable (except in accordance with
Section 19.5), fully paid, license for Symetra, its Affiliates and their employees and
independent contractors to use, or receive the benefit of the use by ACS of, such Category 5
Software during the Term and during the Disentanglement Period. All costs and expenses associated
with the Category 5 Software including, without limitation, license, maintenance and support,
implementation and/or upgrade fees, shall be deemed to be included in the Fees. All right, title
and interest in and to the Category 5 Software (excluding Derivative Works that contain Work
Product) shall remain with ACS.




          4.3.4 Category 6 Software. Schedule L sets forth the software that is owned by Symetra
and/or any of its Affiliates that Symetra may instruct ACS to use in connection with the Services
(together with all supporting documentation, media and related materials, including any and all
modifications, enhancements, updates, replacements and other Derivative Works thereof, the
“Category 6 Software” ). All right, title and interest in and to the Category 6 Software shall
remain with Symetra and/or its Affiliates, and ACS will have no ownership interests or other rights
in the Category 6 Software, provided that Symetra grants to ACS the right to access and use the
Category 6 Software as necessary to provide the Services. The Category 6 Software will be made
available to ACS in such form and on such media as ACS may reasonably request, together with
existing documentation and other available materials. If ACS is authorized to make any changes to
any Category 6 Software, such changes will be authorized by the change management procedure to be
developed as part of the Standards and Procedures Manual. ACS will document any such changes, and
all such changes shall constitute Category 6 Software and shall be treated as Work Product for
purposes of this Agreement. Without Symetra’s prior written permission, ACS will not access or use
the Category 6 Software for any purpose other than the provision of Services hereunder.




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     4.4 Assigned Contracts. Attachment H sets forth the written support, maintenance and other
agreements that are expected to be assigned to ACS for use in providing the Services. If any
agreement inadvertently was omitted from such Schedule, at Symetra’s request, the Parties shall
work together in a cooperative manner to effectuate the assignment of such agreement to ACS. If
Symetra is unable to effectuate an assignment of any of such agreements, such agreements shall
become subject to the terms of Section 4.5.



     4.5 Managed Contracts. Attachment I sets forth the support, maintenance and other agreements
that will be managed by ACS as part of the Services (collectively,
the “Managed Contracts” ). If
any agreement inadvertently was omitted from such Schedule, at Symetra’s request, the Parties shall
add such agreement to Attachment I. Symetra will attempt to secure the appropriate consents and
approvals required to enable ACS to perform its obligations relating to the Managed Contracts. If
any such consents or approvals are not reasonably available, Symetra will not be required to
obtain them, and Symetra and ACS agree to negotiate in good faith as to the impact of the lack of
consent and to produce a reasonable alternative. Symetra hereby appoints ACS to act during the Term
as its single point of contact for all matters pertaining to the Managed Contracts, and with
Symetra’s approval, ACS promptly will notify all appropriate Third Parties of such appointment.
Symetra may at any time revoke such appointment and/or exercise reasonable control over ACS’ actions with respect to such Third Parties as it relates to the provision of Services.



     4.6 Further Assurances. Symetra and ACS agree to execute and deliver such other instruments
and documents as either Party reasonably requests to evidence or effect the transactions
contemplated by this Article 4.



     4.7 Use of Symetra Facilities. Symetra shall make reasonably necessary office space,
furnishings, and storage space (the “Symetra Facilities”) available to ACS’ on-site personnel performing Services at any Symetra Site throughout the Term and shall maintain Symetra Facilities in
areas and at a level similar to that which it maintains for its own employees performing similar
work. Office space, furnishings, storage space, and assets installed or operated on Symetra
premises, and supplies allocated, are provided “AS IS, WHERE IS,” and “WITH ALL FAULTS”. Symetra
shall provide ACS reasonably unencumbered access to such facilities as is reasonably required for
ACS to provide the Services. Any furnishings (other than basic office furnishings) and office
supplies for the use of ACS’ (and its Subcontractors’) personnel are the exclusive responsibility
of ACS. ACS shall be entitled to make improvements and/or structural, mechanical and/or electrical
changes to any space where ACS’ personnel are performing Services on-site at any Symetra Site,
provided that: (i) such improvements shall have been previously approved in writing by Symetra
(which approval may be withheld in Symetra’s sole discretion); (ii) such improvements shall be made
at no cost or expense to Symetra; (iii) any contractors used by ACS to perform such improvements
shall have been identified or otherwise approved in writing by Symetra; and (iv) Symetra shall be
granted, without further consideration, all rights of ownership in such improvements.



          4.7.1 Specific Hardware and Carrier Charges. ACS shall provide and be responsible for all
such telephone and modem lines, telephones, computers and peripheral devices, computer
connections, and network access, as may be necessary for ACS to provide the Services. ACS shall be
responsible for all usage-based carrier charges incurred by ACS personnel and all usage-based
carrier charges incurred to provide a telecommunications link between ACS and any Symetra Site.




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          4.7.2 Access to Personnel and Information. The Parties shall cooperate with each other in all
matters relating to ACS’ performance of the Services. With respect to Symetra, such cooperation
shall be limited to providing, as reasonably required by ACS for the performance of the Services,
access to Symetra’s administrative and technical personnel, other similar personnel, and network
management records and information.




          4.7.3 Other Facility-Related Obligations. Except as expressly provided in this Agreement,
ACS shall use Symetra Facilities for the sole and exclusive purpose of providing the Services to
Symetra. Use of such facilities by ACS does not constitute a leasehold interest in favor of ACS.
ACS shall use Symetra Facilities in a reasonably efficient manner. The employees and agents of
ACS, and its Subcontractors shall keep the Symetra Facilities in good order, shall not commit or
permit waste or damage to such facilities, and shall not use such facilities for any unlawful
purpose or act. ACS shall comply, and shall cause its employees and
the employees of its Subcontractors to comply, with all applicable laws and regulations, including all of Symetra’s standard
policies and procedures that are provided to ACS in writing regarding access to and use of Symetra
Facilities, including procedures for the physical security of the Symetra Facilities. When Symetra
Facilities are no longer required for performance of the Services, ACS shall return such
facilities to Symetra in substantially the same condition as when ACS began use of such facilities,
subject to reasonable wear and tear. ACS shall not cause the breach of any lease agreements
governing use of Symetra Facilities.




ARTICLE 5

RETAINED AUTHORITIES




     5.1 General. Symetra shall retain the exclusive right and authority to set Symetra’s IT
strategy and to determine, alter, and define any or all of Symetra’s requirements and operational
and/or business processes and procedures. Symetra shall have the right to approve or reject any or
all proposed decisions regarding infrastructure design, technical platform, architecture and
standards and, subject to the change management procedures that will be developed as part of the
Standards and Procedures Manual, will have the right and authority to cause ACS at any time to
change any or all of the foregoing. If ACS can demonstrate that a particular exercise of Symetra’s
rights and authorities as stated in this Section may interfere with or degrade ACS’ provision of
the Services or have a materially detrimental impact on ACS’ cost of providing the Services or time
for delivery of the Services, the Parties shall mutually agree to any proposed exercise of such
right or authority pursuant to the terms of change management procedures that will be developed as
part of the Standards and Procedures Manual prior to the implementation thereof. Symetra shall
consult with ACS to inform ACS of significant changes in Symetra’s IT strategy and changes in its
requirements and business processes relating to the Services. ACS shall actively participate in
any of the foregoing as Symetra requests and shall provide Symetra with advice, information and
assistance in identifying and defining IT projects and future IT requirements to meet Symetra’s
objectives.



     5.2 Specific Retained Authorities. Without limiting the generality of Section 5.1,
Symetra shall retain exclusive authority, discretion and rights of approval with respect to
the activities described in this Section 5.2, and ACS shall obtain Symetra’s prior written
approval before undertaking any such activities.



          5.2.1 Strategic and Operational Planning. Symetra shall retain exclusive authority,
discretion and rights of approval with respect to strategic and operational planning, which
includes the following:




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               (a) developing a series of comprehensive standards and planning guidelines pertaining
to the development, acquisition, implementation, and oversight and management of IT
systems;




               (b) identifying and implementing opportunities for reducing costs for IT systems
considering alternatives suggested by ACS;




               (c) approving or disapproving, in accordance with guidelines established by Symetra,
each proposed acquisition of hardware or software for an IT system;




               (d) approving or disapproving, in accordance with guidelines established by Symetra,
all requests or proposed contracts for consultants for IT systems;




               (e) defining and evaluating IT services, including service availability and minimum
acceptable service levels; service specifications and standards; selection of suppliers;
security requirements; scheduling, prioritization, and service conflict resolution among
End-Users; help desk rules; and general operational management guidelines; and




               (f) service-provider strategy, including selection of providers; specialized provider
relationships (e.g., telecommunications); and quality assurance standards.



          5.2.2 Service Design and Delivery. Symetra shall retain exclusive authority, discretion and
rights of approval with respect to service design and delivery, which includes the following:





               (a) selecting designs of specific technologies and services from alternatives
suggested by ACS;




               (b) selecting specific technologies, hardware and software from alternatives suggested
by ACS for implementation of such designs;




               (c) selecting providers of specific technologies, hardware and software from
alternatives suggested by ACS; and




               (d) selecting implementation schedules and activities from alternatives suggested by
ACS.



          5.2.3 Moves, Adds and Changes. Symetra shall retain exclusive authority, discretion and
rights of approval with respect to ordering move, add and change activities.




          5.2.4 Business Process Reengineering. Symetra shall retain exclusive authority, discretion
and rights of approval with respect to any business process reengineering opportunities identified
by ACS. The Parties shall ensure that performance metrics related to any business process
reengineering are accurately and appropriately developed. Notwithstanding anything contained in
this Section 5.2.4 or anywhere else in this Agreement to the contrary, Symetra shall retain sole
control over its business operations.




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          5.2.5 Contract Management. Symetra shall retain exclusive authority, discretion and rights of
approval with respect to managing this Agreement and Symetra’s relationship with ACS.




          5.2.6 Budget Management. Symetra shall retain exclusive authority, discretion and rights of
approval with respect to managing Symetra’s annual budget for all Symetra operations, utilizing
ACS’ estimates for Services included in the scope of this Agreement and for additional services
planned or anticipated throughout the Term.




          5.2.7 Validation and Verification. Symetra shall retain exclusive authority, discretion and
rights of approval with respect to performing validation and verification activities in relation to
key projects and operational processes.




          5.2.8 Review and Acceptance.





               (a) General. Symetra shall have the right to review and accept or reject all
components, deliverables and systems to be provided by ACS to Symetra under this Agreement,
pursuant to the methodology set forth in this Section.




               (b) Acceptance Testing. Following ACS’ notification to Symetra that ACS has completed
any component or deliverable identified in this Agreement, including In- Scope Service
Requests and Out-of-Scope Work Orders, at a mutually agreed scheduled time thereafter,
Symetra shall begin testing the component or deliverable to determine whether such component
or deliverable conforms to the applicable specifications and/or standards (collectively, the
“Acceptance Criteria”). After Symetra has completed such testing or upon expiration of the
agreed-upon testing period (the “Acceptance Testing Period”), Symetra shall notify ACS in
writing either that: (i) the component or deliverable meets the Acceptance Criteria and
that acceptance of such component or deliverable has occurred (“Acceptance”); or (ii) the
Acceptance Criteria have not been met and, in accordance with subsection (c) below, the
reasons therefor. If the component or deliverable is identified as being part of a larger,
integrated system being developed thereunder, then any Acceptance under the terms of this
subsection shall be understood as being conditional acceptance (“Conditional Acceptance”),
and such component or deliverable shall be subject to Final Acceptance in accordance with
subsection (d) below.




               (c) Cure. If Symetra determines that a component or deliverable does not conform to
the applicable Acceptance Criteria, Symetra promptly shall deliver to ACS an exception
report describing the nonconformity (the “Exception Report”). Within thirty (30) calendar
days following receipt of the Exception Report, ACS shall: (i) perform a Root- Cause
Analysis to identify the cause of the nonconformity; (ii) provide Symetra with a written
report detailing the cause of, and procedure for correcting, such nonconformity; (iii) provide Symetra with satisfactory evidence that such nonconformity will not recur; and (iv)
cure the nonconformity; provided, however, that if the nonconformity is incapable of cure
within such thirty (30) calendar day period then, within such thirty (30) calendar day
period, ACS shall present to Symetra a mutually agreeable plan to cure such nonconformity
within a reasonable amount of time. Upon ACS’ notice to Symetra that ACS has cured any such
nonconformity, Symetra shall re-test the defective component or deliverable for an
additional testing period of up to thirty (30) calendar days or such other period as the
Parties may mutually



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agree
upon in writing, at the end of which period the process described in
subsection (b) above shall be repeated.




               (d)
Final Acceptance. Upon achievement of Conditional Acceptance for all identified
components or deliverables, Symetra shall begin testing the system that is comprised of such
components or deliverables using the applicable test procedures and standards to determine
whether such system performs as an integrated whole in accordance with the Acceptance
Criteria. After Symetra has completed such testing or upon expiration of the testing period
(the “Final Acceptance Testing Period”), Symetra shall notify ACS in writing that: (i) the
system, and all components and deliverables that are a part thereof, meet the Acceptance
Criteria and that final acceptance of the system and such components and deliverables has
occurred (“Final Acceptance”); or (ii) that the Acceptance Criteria have not been met and,
in accordance with subsection (b) above, the reasons therefor. If Symetra determines that
the Acceptance Criteria have not been so met, the process described
in subsection (b) above
shall be initiated, with all references to “component or deliverable” being references to
the “system,” and all references to the “Acceptance Testing Period” being references to the
“Final Acceptance Testing Period.” Neither Conditional Acceptance, Acceptance, nor Final
Acceptance by Symetra shall constitute a waiver by Symetra of any right to assert claims
based upon defects not discernable through conduct of the applicable test procedures and
subsequently discovered in a component or deliverable or the system following Symetra’s
Final Acceptance thereof. Nothing else, including Symetra’s use of the system, or any
component thereof, shall constitute Final Acceptance, affect any rights and remedies that
may be available to Symetra and/or constitute or result in “acceptance” under general
contract law, any state uniform commercial code or any other law.



ARTICLE 6

FEES AND PAYMENT TERMS




     6.1 Fees.



          6.1.1 General. As the sole and entire financial consideration for all of the Services to be
performed by ACS hereunder and for all of the other tasks, services and obligations of ACS, Symetra
shall pay to ACS the amounts set forth in this Article 6. Except as otherwise expressly stated in
this Article 6, and as otherwise provided in this Agreement, Symetra shall not be obligated to pay
ACS any additional fees, assessments, reimbursements or labor and/or general business expenses
(including travel, meals and overhead expenses) for the Services and other obligations of ACS
hereunder.




          6.1.2 Transition Services. For and in consideration of ACS’ provision of the transition
Services pursuant to the terms of the Transition Plan, Symetra shall pay to ACS the Fees for
transition Services specified in Schedule 3 in accordance with the payment terms set forth therein.




          6.1.3
Annual Services Fees. The “Annual Services Fees” for the Services are set forth in
Schedule 3 and, subject to the terms of
Sections 2.3.3 and 6.3, shall be invoiced monthly in twelve
(12) equal payments commencing, for each of the Service Tower Services, on the applicable Handover
Date.




          6.1.4 Service Rates. Services not included in the Services or otherwise designated in this
Agreement as “other services” (collectively,
“Other Services”) that are available from ACS on





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a time-and-materials basis, will be provided at rates that do not exceed the hourly service
rates set forth in Schedule 4 (“Service Rates”). The Service Rates may be increased by ACS once
annually commencing on the first anniversary of the Effective Date; provided, however, that such
annual increases shall not exceed the lesser of: (a) the most recent increase in the CPI; and (b)
three percent (3%), in each case of the then-current Service Rates. ACS shall not increase the
billing rate for a particular individual who is assigned to a Symetra project as a result of a
promotion, change in job classification or otherwise without Symetra’s prior written consent, it
being the understanding of the Parties that Symetra does not expect any rate changes during the
course of a particular project. Additionally, ACS shall bill Symetra in increments of not more than
one (l)-hour for all Other Services provided, and shall in no event bill Symetra for travel time.




          6.1.5 Taxes.





               (a) ACS’ Taxes. The Fees to be paid by Symetra are inclusive of taxes legally imposed
on ACS, including: (i) all applicable sales, use, gross-receipts or value- added, excise,
personal property or other similar taxes based upon or measured by ACS’ cost in acquiring or
providing equipment, materials, supplies or third party services furnished to or used by ACS
in providing and performing the Services; (ii) all taxes payable by ACS with respect to its
net worth, net income or profits; and (iii) other taxes legally imposed on ACS such as
franchise taxes, ad valorem taxes on its owned or leased property, employment taxes with
respect to its employees, intangibles taxes on property it owns or licenses, and the
Washington business and occupation tax.




               (b) Symetra’s Taxes. Notwithstanding Section 6.1.5(a), if any sales, use, privilege,
value added, excise, gross receipts, services and/or similar tax that ACS is authorized by
law to collect from or otherwise pass through to Symetra is imposed on, based on, or
measured by any consideration for the provision of the Services by ACS to Symetra under this
Agreement, Symetra shall be responsible for and pay the amount of any such tax to ACS, or to
the appropriate tax authority as the law may otherwise require, in addition to the Fees.




               (c) Cooperation to Minimize Tax Liability. The Parties agree to reasonably cooperate
with each other in good faith to more accurately determine and reflect each Party’s tax
liability and to minimize such liability to the extent legally permissible. Each Party
shall provide and make available to the other any resale certificates, multi-state benefit
certificates, exemption certificates or other evidence of exemption from tax reasonably requested by either Party. The Parties will also work together to segregate the Fees and other
amounts payable hereunder into separate payment accounts charged under separate invoices, as
appropriate, for Services and the components of the Services (i.e., components that are
taxable and nontaxable, including those for which a sales, use or similar tax has already
been paid by ACS and for which ACS functions merely as a paying agent for Symetra in
receiving goods, supplies or services including licensing arrangements that otherwise are
nontaxable or have previously been subjected to tax, components that are capitalized, and
components that are expensed).



          6.1.6
Currency. Except as set forth herein, all pricing in
Schedule 3 and Schedule 4 shall be
expressed in United States Dollars. Any payments made in local currency other than United States
Dollars (a “Local Currency”) shall be converted into United States Dollars based on the official
exchange rate posted in the U.S. morning edition of the Wall Street Journal on the thirtieth
(30th) day of the month preceding the month in which the currency transaction occurs. By
way of




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example, if a transaction involving a conversion of Local Currency into United States
Dollars takes place on February 15, 2005, the Local Currency shall be converted into United States
Dollars at the exchange rate set forth in the US morning edition of the Wall Street Journal on
January 30,2005.




     6.2 Adjustments to Fees.



          6.2.1 Terminated Services. If, in accordance with the terms set forth in Sections 9.2
and/or 9.5, Symetra terminates or reduces all or any portion of the Services to be provided
here-under, then the Fees relating to such terminated Services shall be appropriately reduced, and
such reduction shall apply as of the applicable Termination Date(s).





               (b) 6.2.2




               (a) General. Schedule 5, as the same will be updated as provided in subsections
(b) and (c) below, specifies certain Fee Reductions that will be applicable with respect to
ACS’ actual performance as measured against the Critical Milestones and the SLAs. The
Parties agree that the Fee Reductions reflect the diminished value of the Services as a
result of any ACS failure to timely achieve a Critical Milestone and/or to provide the
Services in accordance with the SLAs, and accordingly do not constitute, shall not be
construed or interpreted as, and shall not be argued by ACS to be, penalties. Fee
Reductions shall in no event be the sole and exclusive remedy of Symetra with respect to any
failure of ACS as described in this Section.




               (b) Weighting Factors. Symetra shall have the right to: [***] and (iii) for any new
Critical Milestones that will be applicable during the upcoming Contract Year, establish
Weighting Factors for each such Critical Milestone.




               (c) Calculation of Fee Reductions. All Fee Reductions will be calculated on a monthly
basis in accordance with the terms set forth in Schedule 5 and reflected on the next monthly
invoice to Symetra following such calculation. Additionally, in the first month of each
Contract Year commencing with the second Contract Year, the Parties shall calculate the
total of all actual fees for the prior Contract Year and re-calculate all Fee Reductions
incurred during the prior Contract Year based on such amount. The resulting amount shall be
compared to the actual Fee Reductions that were applied to Symetra’s invoices during the
prior Contract Year, and if such resulting amount demonstrates that additional Fee
Reductions are owed to Symetra, then a credit for the difference in such amounts shall be
applied by ACS to the first month’s invoice in the then-current Contract Year, and if the
resulting amount demonstrates that ACS overpaid Fee Reductions, then ACS shall invoice
Symetra for the difference on the first month’s invoice in the then-current Contract Year.



          6.2.3 Baselines and ARCs and RRCs. The initial Baselines for each of the Service Tower
Services are set forth in Schedule 3. Promptly following ACS’ completion of an initial asset
inventory as provided in Section 2.5.5, the Parties shall meet to review the accuracy of the
initial Baselines set forth in Schedule 3 and, if appropriate, agree upon any necessary adjustments
to such Baselines and associated pricing. Thereafter, on an annual basis commencing on the first
anniversary of the last Handover Date to occur under this Agreement, the Parties shall adjust all
such Baselines to be equal to Symetra’s actual average resource consumption for each such Baseline
over the prior twelve (12) month period, with an appropriate corresponding adjustment to the
then-current Annual Services Fees. Further, upon the addition or divestiture of a Symetra
Affiliate as described in Section 6.2.4, the Parties shall appropriately adjust all Baselines, and
the then-current Annual Services Fees, to reflect the new Symetra Services volumes associated with
such addition or divestiture. ARCs and RRCs that are applicable to each of the Service Tower
Services, and the methodology for applying such ARCs and RRCs, are set forth in Schedule 3.




          6.2.4 Addition or Divestiture of Affiliates and Business Ventures. ACS acknowledges that,
following the Effective Date, Symetra may want to add additional Affiliates and/or business
ventures of Symetra and/or its Affiliates (including adding new lines of business, adding new
services and products, and acquiring additional blocks of business from Third Parties that complement Symetra’s current businesses and services) to the scope of this Agreement and/or reduce the
number of Affiliates or existing business ventures included within the scope of this Agreement, in
each case as a result of Symetra’s and/or its Affiliates’ acquisition and divestiture activities.
If Symetra wants to add an additional Affiliate or an additional business venture of Symetra and/or
its Affiliates to the scope of this Agreement, provided such additional Affiliate or business
venture is not an ACS Competitor, the Parties shall work together cooperatively and in good faith
to incorporate such Affiliate or business venture within the scope of this Agreement including,
without limitation, by developing an appropriate transition plan; however:





               (a) if ACS will be providing Services to such new Affiliate and/or business venture
that are included within the scope of the Service Tower Services that are then being
provided to Symetra and/or its Affiliates hereunder and: (i) the addition of such Affiliate
and/or business venture will not result in ACS’ provision of a volume of any such Services
that surpasses the upper Pricing Band limit for such Services as specified in Schedule 3,
the pricing for Service Tower Services set forth in Schedule 3 shall apply; or (ii) the
addition of such Affiliate and/or business venture will result in the provision of a volume
of any such Services that surpasses the upper Pricing Band limit for such Services as
specified



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in
Schedule 3, the Parties shall engage in good faith negotiations in order to arrive at new
pricing for the affected Service Tower Services;




               (b) if ACS will be providing Services to such new Affiliate and/or business venture that are
not included within the scope of the Service Tower Services that are then being provided to Symetra
and/or its Affiliates hereunder, the Parties shall engage in good faith negotiations in order to
arrive at pricing for such new Service Tower Services; and




               (c) Symetra shall be responsible for mutually agreed, reasonable set-up costs and expenses
required to accommodate such addition including, without limitation, resource expenses, software
license and consent fees and other similar expenses incurred by ACS in effecting such request.


Symetra (and not its Affiliates) shall be responsible for paying all Fees to be paid to ACS
hereunder. Any SLRs that will be applicable to such new Affiliate and/or business venture shall
become effective not later than ninety (90) calendar days following conclusion of the applicable
transition period. If Symetra divests an Affiliate or exits an existing business venture and wants
to reduce the number of Affiliates or scope of Services included within the scope of this
Agreement, then: (d) Symetra shall so notify ACS and, at Symetra’s option, all or any portion of
the terms of Article 10 shall apply with respect to such divested Affiliate or business venture;
and (e) neither Symetra nor any of its Affiliates shall be obligated to pay a Termination Fee to
ACS as a result of any such scope reduction; however, if and to the extent the divestiture of such
Affiliate and/or business venture will result in ACS providing a volume of any Service Tower
Services that surpasses the lower Pricing Band limit for such
Services as specified in Schedule 3,
the Parties shall engage in good faith negotiations in order to arrive at new pricing for the
affected Service Tower Services.




          6.2.5 Set Off. Symetra may set off against any and all amounts otherwise payable to ACS
pursuant to any of the provisions hereof any and all amounts owed by ACS to it including, without
limitation, any Fee Reductions. Within twenty (20) calendar days following any such set off,
Symetra shall provide to ACS a written accounting of such set off and a written statement of the
reasons therefor.




     6.3 Invoices.



          6.3.1 Services. As of the Effective Date, ACS shall be required to submit monthly invoices to
Symetra for the Services provided hereunder. Invoices shall be in the format as set forth in
Attachment J, and any changes in the monthly invoice formats shall be approved by Symetra in
advance of such changes. All invoices will be subject to Symetra’s review and approval prior to
payment. ACS shall not submit invoices: (a) for Fixed Charges, prior to the first day of the month
in which the invoiced Services will be provided; and (b) for Variable Charges, prior to the last
day of the month in which the invoiced Services were provided. Invoices must provide detailed and
customized information as requested by Symetra. Such detailed and customized information may
include, without limitation, general fee visibility and billing requirements that are consistent
with Symetra’s specific financial requirements and practices. Invoices shall be accompanied by the
SLR Reports and other information and data that support the invoiced Fees, including ARCs and RRCs,
as well as any Fee Reductions. Unless subject to a dispute as provided in Section 6.4, invoices for
Fixed Charges are payable within thirty (30) calendar days after receipt of an invoice that
complies with the requirements of this Agreement, and invoices for Variable Charges are payable
within [***]



Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.




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after receipt of an invoice that complies with the requirements of this Agreement. Late
payments of undisputed and otherwise payable amounts will bear
interest at the Interest Rate.




          6.3.2 Other Services. The invoicing milestones for Other Services Fees will be determined by
the Parties on a case-by-case basis. ACS’ invoices for Other Services shall include documentation
that references Symetra’s authorizing documentation, Symetra’s account number, charges and
description. No invoice with respect to Other Services shall be paid unless such Other Services
were pre-authorized in writing by Symetra.




     6.4 Disputed Amounts. Symetra shall have the right to dispute any ACS invoice. Subject to and
in accordance with the provisions of this Section 6.4, Symetra may withhold payment of any ACS
invoice (or part thereof) for Variable Charges that it in good faith disputes as due or owing, but
absent any termination of this Agreement, shall not be entitled to withhold any payments due and
owing for Fixed Charges. In such case, Symetra shall pay any undisputed amounts and provide to ACS
a written explanation of the basis for the dispute. The failure of Symetra to pay a disputed
invoice for Variable Charges, or to pay the disputed part of an invoice for Variable Charges, shall
not constitute a breach or default by Symetra, so long as Symetra complies with the provisions of
this Section 6.4. Any dispute relating to amounts owed by a Party hereunder shall be considered a
Problem and resolved pursuant to Article 17. All of ACS’ obligations under this Agreement shall
continue unabated during the dispute resolution process.



ARTICLE 7

RECORDKEEPING AND AUDIT RIGHTS




     7.1 Recordkeeping. ACS shall maintain complete and accurate financial and accounting
records and books of account relating to its performance of Services under this Agreement,
including electronic copies of all such records and books, utilizing generally accepted accounting
principles (“GAAP”), consistently applied. Further, ACS shall maintain transaction-level
documentation, such as supporting invoices, purchase orders, bills of lading, tax returns,
exemption certificates and other relevant documents, in each case to the extent relating to its
performance of Services under this Agreement. Such records, books and documentation relating to
ACS’ performance of the Services under this Agreement, and the accounting controls related thereto,
shall constitute ACS Confidential Information and shall be sufficient to provide reasonable
assurances that:




               (a) transactions are recorded so as to permit ACS to prepare its financial statements in
accordance with GAAP and to maintain accountability for its assets; and




               (b) the recorded accountability for assets is compared with the existing assets at reasonable
intervals and appropriate action is taken with respect to any differences.


Such records, books and documentation relating to ACS’ performance of Services under this Agreement
shall be maintained by ACS at a location(s) made known to Symetra upon Symetra’s request, and
Symetra (or its designees) shall have the right to examine and make extracts of information and
copy any part thereof at such times during normal business hours as ACS and Symetra shall mutually
agree, but in no event later than ten (10) business days after Symetra’s written request to ACS,
unless a shorter time frame is necessary to enable Symetra to comply with any regulatory
requirement. ACS shall retain and maintain accurate records, books and documentation relating to
its performance of Services under this Agreement until the latest of: (i) seven (7) years after the
final payment to ACS hereunder; (ii) one (1) year following the final resolution of all audits or
the conclusion of any




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litigation with respect to this Agreement; or (iii) such longer time period as may be required
by applicable federal, state, local and/or international laws or regulations, including tax laws.




     7.2 Operational Audits. Upon Symetra’s request, but no more often than once annually except:
(a) as necessary for Symetra to respond to any regulatory requirement or inquiry; or (b) as deemed
reasonably necessary by Symetra as a result of Symetra’s good faith belief that ACS has breached
any of its obligations hereunder and such breach has exposed, or in Symetra’s reasonable judgment,
is likely to expose, Symetra to financial or other liabilities in
excess of [***], ACS shall allow
Symetra and/or any independent Third Party selected by Symetra from among the firms listed on
Attachment Q, or any other firm that may then be agreed to by the Parties, to perform operational
and/or security audits with respect to ACS’ performance of its obligations hereunder. If a firm
listed on Attachment Q might otherwise be ineligible to act as Symetra’s auditor under this Section
due to a conflict of interest arising from a former or current representation of ACS, ACS and
Symetra agree that such conflict may be eliminated by the audit firm’s creation of an ethical wall
or other screening procedure satisfactory to both parties. ACS shall grant, and shall cause its
Subcontractors to grant, Symetra and its Third Party representatives full and complete access to
ACS’ and its Subcontractors’ facilities (including, without limitation, the Symetra-specific
network and systems environments so that vulnerability and penetration assessments can be
performed) and all books, records and other documents of ACS and its Subcontractors as they relate
to this Agreement, or as they may be required in order for Symetra to ascertain any facts
relative to ACS’ performance hereunder. ACS shall provide Symetra, or its authorized Third Party
representatives, such information and assistance as requested in order to perform such audits;
provided, however, that the Parties shall endeavor to arrange such assistance in such a way that it
does not interfere with ACS’ performance of the Services. If any audit reveals a material
inadequacy or deficiency in ACS’ performance, the cost of such
audit, up to a cap of [***], shall
be borne by ACS. ACS shall incorporate this paragraph verbatim into any Agreement into which it
enters with any Subcontractor providing Services under this Agreement.



     7.3 Financial Audits. Upon Symetra’s request, but no more often than once annually except:
(a) as necessary for Symetra to respond to any regulatory requirement or inquiry; or (b) as deemed
reasonably necessary by Symetra as a result of Symetra’s good faith belief that a billing error has
occurred involving an amount in excess of [***], ACS shall allow Symetra and/or any independent
Third Party selected by Symetra from among the firms listed on Attachment Q, or any other firm that
may then be agreed to by the Parties, to fully audit ACS’ and/or its Subcontractors’ books and
records to the extent necessary to verify any amounts paid or payable hereunder. If a firm listed
on Attachment Q might otherwise be ineligible to act as Symetra’s auditor under this Section due to
a conflict of interest arising from a former or current representation of ACS, ACS and Symetra
agree that such conflict may be eliminated by the audit firm’s creation of an ethical wall or other
screening procedure satisfactory to both parties. Such auditors shall be provided with full access
to such information, books and records as may be necessary to confirm the accuracy of ACS’
invoices, documents, and other information supporting such invoices, and any pricing adjustment
computations. All such audits shall be conducted during business hours, with reasonable advance
notice, and shall include access to all proprietary and confidential information of ACS and its
Subcontractors to the extent necessary to comply with the provisions of this Section 7.3. If any
such audit reveals that ACS has overcharged Symetra five percent (5%) or more during the period to
which the audit relates (as determined prior to the commencement of the audit), then ACS promptly
shall refund such overcharges to Symetra together with interest thereon retroactive to the date of
the overcharge(s) at the Interest Rate, and the cost of such audit
(up to a cap of [***]), shall be
borne by ACS. Similarly, if any such audit reveals that ACS has undercharged Symetra during the
period to which the audit



Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.



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relates (as determined prior to the commencement of the audit), then Symetra shall pay such
undercharge(s) to ACS, together with interest thereon retroactive to the date of the undercharge(s)
at the Interest Rate, up to an aggregate cap for all such undercharges (plus applicable interest)
of [***]. ACS shall incorporate the auditing requirements set forth in this paragraph verbatim into
any agreement into which it enters with any Subcontractor providing Services under this Agreement.




     7.4 Sarbanes-Oxley Compliance.



          7.4.1 General. ACS acknowledges that: (a) Symetra’s management is now and/or in the future may
be required under the SOX Laws to, among other things, assess the effectiveness of its internal
controls over financial reporting and state in its annual report whether such internal controls
are effective; (b) Symetra’s independent auditor is now and/or in the future may be required to
evaluate the process used by management to reach the assessment conclusions described in subsection
(a) above to determine whether that process provides an appropriate basis for management’s
conclusions; and (c) because Symetra has outsourced certain functions to ACS as described in this
Agreement, the controls used by ACS (including, without limitation, controls that restrict
unauthorized access to systems, data and programs) are relevant to Symetra’s evaluation of its
internal controls. Having acknowledged the foregoing, ACS agrees to cooperate with Symetra and its
independent auditor as reasonably necessary to facilitate Symetra’s ability to comply with its
obligations under the SOX Laws including, without limiting the generality of the foregoing, by
complying with the further terms of this Section 7.4.




          7.4.2 SAS 70 Type II Audits.




                    7.4.2.1 ACS Audits. At its sole cost and expense, ACS shall cause a reputable independent
auditor to conduct SAS 70 Type II Audits, and to prepare and deliver to Symetra full and complete
copies of written reports prepared following such audits, in July of each year during the Term
(covering January through June of that year), and in January of each year during the Term (covering
July through December of the prior year). All SAS 70 Type II Audits conducted by ACS pursuant to
this Section 7.4.2.1 shall include a review of all of ACS’ internal controls as they relate to ACS’
customers generally. If requested by Symetra, ACS shall cause its independent auditor to timely
prepare and submit to Symetra for its review and approval a detailed description of the scope of
the first SAS 70 Type II Audit to be conducted by ACS hereunder that specifically identifies
therein, among other things, any limitations on the scope of the audit. Once approved by Symetra,
and unless otherwise agreed to by the Parties in writing, such scope description shall be used for
all SAS 70 Type II Audits to be conducted by ACS hereunder.



                    7.4.2.2
Symetra Audits. At its sole cost and expense and upon reasonable
prior written notice to ACS, but no more frequently than twice annually (unless additional audits
are necessary for Symetra and/or its Affiliates to address a SOX Laws requirement), Symetra shall
have the right (either through its internal audit staff or through a reputable independent auditor)
to conduct audits including, without limitation, SAS 70 Type II Audits, of ACS’ internal controls
as they affect Symetra and/or its Affiliates. In order to facilitate such audits, ACS shall collect
and maintain appropriate books and records documenting ACS’ internal controls (both for ACS’
customers generally and as they affect Symetra and/or its Affiliates) (for purposes of this
Section, collectively, “Records”). Further, with respect to such audits, Symetra and/or its
independent auditors shall have the right to: (a) examine and audit the Records; and (b) question
and interview any ACS personnel, in each case as reasonably necessary or desirable to facilitate
Symetra’s and/or its Affiliates’ ability to comply with the SOX Laws. ACS shall obtain Symetra’s
prior written consent before modifying any of its internal



Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.



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controls as they affect Symetra and/or the Records if such modification will, or is likely to,
affect Symetra’s and/or its Affiliates’ compliance under the SOX Laws.




          7.4.3 Results of Inquiries and Corrective Plan. If any SAS 70 Type II Audit report and/or
Symetra’s (or its independent auditor’s) inquiries pursuant to Section 7.4.2.2 reveal any
deficiencies and/or exceptions (including, without limitation, if it is determined that ACS’
internal controls, in whole or in part, fail to constitute effective controls over financial
reporting), ACS shall prepare and deliver to Symetra a detailed plan that is reasonably acceptable
to Symetra for promptly correcting all such deficiencies and exceptions (“Corrective Plan”). ACS
shall deliver such Corrective Plan to Symetra and its independent auditor within ten (10)
calendar days following: (a) ACS’ delivery to Symetra of the SAS 70 Type II Audit report
containing the deficiencies and/or exceptions, if the deficiencies and/or exceptions were
identified in a SAS 70 Type II Audit report prepared pursuant to Section 7.4.2.1; and/or (b) ACS’
receipt of written notice from Symetra that contains a description of such deficiencies and/or
exceptions, if the deficiencies and/or exceptions were identified by Symetra (or its independent
auditor) through the exercise of the rights described in Section 7.4.2.2. ACS shall bear all costs
and expenses associated with correcting all deficiencies and exceptions identified in the
Corrective Plan if such deficiencies and/or exceptions affect ACS’ customers generally. If the
deficiencies and/or exceptions do not affect ACS’ customers generally, but rather are unique to
Symetra, ACS may activate the change management procedures developed by the Parties pursuant to
Section 2.6.2 with respect to the correction of such deficiencies and exceptions.




          7.4.4 Subcontractors. To the extent any ACS Subcontractor will perform any function that
affects Symetra’s financial reporting (irrespective of whether Symetra’s consent to such
subcontract arrangement is required as provided in Section 18.1), the agreement entered into by ACS
and the Subcontractor shall include: (a) substantially the same terms as those appearing in this
Section 7.4 (with any substantive deviations being preapproved in writing by Symetra); and (b) a
provision identifying Symetra as a direct and intended third-party beneficiary of the agreement
between ACS and the Subcontractor.




          7.4.5 Confidential Information. Notwithstanding anything that may be contained herein to the
contrary, Symetra shall have the right to: (a) disclose all ACS Confidential Information received
by Symetra and its independent auditor pursuant to the terms of this Section 7.4 to its employees, independent auditors, attorneys and other Persons with a reasonable need to know; and (b)
use such information as necessary or desirable to facilitate its ability to comply with the SOX
Laws.




ARTICLE 8

REPRESENTATIONS, WARRANTIES AND COVENANTS




     8.1 ACS Representations, Warranties and Covenants.



          8.1.1 Performance of the Services. ACS represents and warrants to Symetra that it has the
skills, resources and expertise to provide, and shall provide, all Services in accordance with the
terms of this Agreement. Without limiting the generality of the foregoing, ACS represents and
warrants to Symetra that all Services and Other Services provided under this Agreement shall be
provided in a timely, professional and workmanlike manner consistent with the highest industry
standards of quality and integrity provided, however, that where this Agreement specifies a
particular standard or criteria for performance, including, without limitation, applicable SLRs,
this warranty is not intended to and does not diminish that standard or criteria for performance.




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          8.1.2 Viruses and Disabling Devices. ACS shall implement and use industry best practices to
identify, screen, and prevent, and shall not introduce, any Disabling Device in hardware, software
or other resources utilized by ACS, Symetra or any Third Party in connection with the Services. A
“Disabling Device” is any virus, timer, clock, counter, time lock, time bomb, Trojan horse, worms,
file infectors, boot sector infectors or other limiting design, instruction or routine and surveil
lance software or routines or data gathering or collecting software or devices that could, if
triggered, erase data or programming, have an adverse impact on the Services, cause the hardware,
software or other resources to become inoperable or otherwise incapable of being used in the full
manner for which such hardware, software or other resources were intended to be used, or that
collect data or information. Without limiting any other rights and remedies that may then be
available to Symetra, at no cost or expense to Symetra and without adversely impacting the Services
or any Other Services, ACS shall reduce and/or eliminate the effects of any Disabling Device
including, without limitation, by restoring and/or bearing the cost to re-create any lost data
and/or software programming.




          8.1.3 Conflicts of Interest.





               (a) No Financial Interest. ACS represents and warrants to Symetra that neither ACS nor any of
its Affiliates has, shall have, or shall acquire, any contractual, financial, business or other
interest or advantage, direct or indirect, that would: (a) materially conflict with, in a manner
that would materially, adversely impact, ACS’ performance of its duties and responsibilities to
Symetra under this Agreement; or (b) result in a breach of ACS’ performance of its duties and
responsibilities to Symetra under this Agreement. ACS promptly shall inform Symetra of any such
improper interest or advantage that may be incompatible with the interests of Symetra.




               (b) No Abuse of Authority for Financial Gain. ACS represents and warrants to Symetra that
neither ACS nor any of its Affiliates has used or shall use the authority provided or to be
provided under this Agreement to improperly obtain financial gain, advantage or benefit for ACS
and/or any of its Affiliates.




               (c) No Use of Information for Financial Gain. ACS represents and warrants to Symetra that
neither ACS nor any of its Affiliates has used or shall use any Symetra Confidential Information
acquired in connection with this Agreement to improperly obtain financial gain, advantage or
benefit for ACS and/or any of its Affiliates.




               (d) Independent Judgment. ACS represents and warrants to Symetra that neither ACS nor any of
its Affiliates has accepted or shall accept another Symetra contract to perform auditing or other
services as described in Section 2.9.2 that would impair the independent judgment of ACS in the
performance of this Agreement.




               (e) No Influence. ACS represents and warrants to Symetra that neither ACS nor any of its
Affiliates: (a) has accepted or shall accept, in a manner that is inconsistent with Symetra’s
standard procurement policies or, if such policies do not exist, industry standard procurement
policies, anything of value, or an inducement that would provide a financial gain, advantage or
benefit, based on an understanding that the actions of ACS or any such Affiliates on behalf of
Symetra would be influenced thereby; and (b) shall attempt to influence, in a manner that is
inconsistent with Symetra’s standard procurement policies or, if such policies do not exist,
industry standard procurement policies, any Symetra employee by the direct or indirect offer of
anything of value.



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               (f) No Payment Tied to Award. ACS represents and warrants to Symetra that neither ACS nor any
of its Affiliates has paid or agreed to pay any Person, other than bona fide employees working
solely for ACS or such Affiliates or any of ACS’ Subcontractors, any fee, commission, percentage,
brokerage fee, gift or any other consideration in a manner that is inconsistent with Symetra’s
standard procurement policies or, if such policies do not exist, industry standard procurement
policies.




               (g) No Collusion. ACS represents and warrants to Symetra that the prices presented in the
ACS Bid were arrived at independently, without consultation, communication or agreement with any
other proposer for the purpose of restricting competition; the prices quoted were not knowingly
disclosed by ACS to any other proposer; and no attempt was made by ACS to induce any other Person
to submit or not to submit a proposal for the purpose of restricting competition.




               (h) Training. ACS represents and warrants to Symetra that it regularly provides ethics
training to its employees on matters such as those covered by this Section 8.1.3.



          8.1.4 Financial Condition and Information.





               (a) Financial Condition. ACS represents and warrants to Symetra that it now possesses, and
covenants that it shall maintain throughout the Term, sufficient financial resources to comply with
the requirements of this Agreement. If ACS experiences a change in its financial condition that may
adversely affect its ability to perform under this Agreement, then it immediately shall notify
Symetra of such change.




               (b) Accuracy of Information. ACS represents and warrants to Symetra that all financial
statements, reports, and other information furnished by ACS to Symetra as part of the ACS Bid or
otherwise in connection with the award of this Agreement fairly and accurately represent the
business, properties, financial condition and results of operations of ACS as of the respective
dates, or for the respective periods, covered by such financial statements, reports or other
information. Since the respective dates or periods covered by such financial statements, reports
or other information, there has been no material adverse change in the business, properties,
financial condition or results of operations of ACS.



          8.1.5 Litigation and Service of Process. ACS represents and warrants to Symetra that as of the
Effective Date there is no pending or anticipated claim, suit or proceeding that involves ACS or
any of its Affiliates or Subcontractors that might adversely affect ACS’ ability to perform its
obligations under this Agreement including, without limitation, actions pertaining to the
proprietary rights described in Section 8.1.6. ACS shall notify Symetra, within fifteen (15)
calendar days of ACS’ knowledge of any such actual or anticipated claim, suit or proceeding.
Without limiting the further terms of Section 13.4, ACS shall notify Symetra, within forty-eight
(48) hours, if process is served on ACS in connection with this Agreement, including any subpoena
for ACS’ records, and shall send a written notice of the service together with a copy of the same
to Symetra within seventy- two (72) hours of such service.




          8.1.6 Proprietary Rights Infringement. ACS represents and warrants to Symetra that: (a) it
owns, or has the right to use, on its own behalf or on Symetra’s behalf, as applicable, any




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and all services, techniques or products provided or used by ACS to provide the Services; and
(b) such services, techniques and products provided or used by ACS to provide the Services do not
and shall not knowingly infringe upon any Third Parry’s patent, and do not and shall not infringe
upon any Third Party’s trademark, copyright or other intellectual-property rights, nor make use of
any misappropriated trade secrets.




          8.1.7 Legal and Corporate Authority. ACS represents and warrants to Symetra that: (a) it
is a Nevada corporation and is qualified and registered to transact business in all locations where
the performance of its obligations hereunder would require such qualification; (b) it has all
necessary rights, powers and authority to enter into and perform this
Agreement and to bind its organization with respect to the same, and the execution, delivery, and performance of this Agreement
by ACS have been duly authorized by all necessary corporate action; (c) the execution and performance of this Agreement by ACS shall not violate any law, statute or regulation and shall not breach
any agreement, covenant, court order, judgment or decree to which ACS is a party or by which it is
bound; (d) it has, and promises that it shall maintain in effect, all governmental licenses and
permits necessary for it to provide the Services contemplated by this Agreement; (e) it owns or
leases and promises that it shall own or lease, free and clear of all liens and encumbrances, other
than lessors’ interests, or security interests of ACS’ lenders, all right, title, and interest in
and to the tangible property and technology and the like that ACS intends to use or uses to
provide the Services, and in and to the related patent, copyright, trademark, and other proprietary
rights, or has received appropriate licenses, leases or other rights from Third Parties to permit
such use; and (f) this Agreement constitutes a valid, binding, and enforceable obligation of ACS.




          8.1.8 Violations. ACS represents and warrants to Symetra that it: (a) is not, and covenants
that it shall not be, in violation of any laws, ordinances, statutes, rules, regulations or orders
of governmental or regulatory authorities to which it is subject as an operator of its business or
in performing its obligations under the Agreement; and (b) has not failed, and shall not fail, to
obtain any licenses, permits, franchises or other governmental authorizations necessary for the
ownership of its properties or the conduct of its business, which violation(s) under the foregoing
subsection (a) or failure(s) under the foregoing subsection (b), either individually or in the
aggregate, might substantially adversely affect ACS’ ability to consummate the transactions
contemplated by this Agreement, or to perform its obligations hereunder.




          8.1.9 Information Furnished to Symetra. ACS represents and warrants to Symetra that all
written information furnished to Symetra prior to the Effective Date by or on behalf of ACS in
connection with this Agreement, including in the ACS Bid, and all the information made a part of
this Agreement is true, accurate, and complete, and contains no untrue statement of a material fact
or omits any material fact necessary to make such information not misleading.




          8.1.10 Previous Contracts. ACS represents and warrants to Symetra that neither it, nor any of
its Affiliates or Subcontractors, is in default or breach of any other contract or agreement
related to information systems facilities, equipment or services that it or they may have with
Symetra or any of its Affiliates. ACS further represents and warrants that neither it, nor any of
its Affiliates or Subcontractors, has been a party to any contract for information system
facilities, equipment or services with Symetra or any of its Affiliates that was finally
terminated within the previous five (5) years for the reason that ACS or such Person failed to
perform or otherwise breached an obligation of such contract.




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          8.1.11 Completeness of Due Diligence Activities. ACS acknowledges that it has been
provided with sufficient access to Symetra facilities, information and personnel, and has had
sufficient time in which to conduct and perform a thorough due diligence of Symetra’s operations
and business requirements and those assets currently used to provide the services. In light of the
foregoing, ACS will not seek any adjustment in the Fees based on any incorrect assumptions made by
ACS in arriving at the Fees.




     8.2 Symetra’s Representations, Warranties and Covenants.



          8.2.1 Legal Authority. Symetra represents and warrants to ACS that it has all necessary rights, powers and authority to enter into and perform this Agreement and that the
execution, delivery and performance of this Agreement by Symetra has been duly authorized by all
necessary corporate action.




          8.2.2 Warranty Disclaimer. Symetra does not make any representation or warranty, express
or implied, with respect to the Services or any component thereof. All hardware, software,
networks, and other assets made available or conveyed by Symetra to ACS under this Agreement are
made available or conveyed to ACS “AS IS, WHERE IS AND WITH ALL FAULTS,” and there are no
representations or warranties of any kind with respect to the condition, capabilities or other
attributes of such items.




          8.2.3 Proprietary Rights Infringement. Symetra represents and warrants to ACS that: (a) it
owns the Category 6 Software; and (b) the Category 6 Software does not and shall not knowingly
infringe upon any Third Party’s patent, and does not and shall not infringe upon any Third Party’s
trademark, copyright or other intellectual-property rights, nor make
use of any misappropriated
trade secrets.




     8.3 General Warranty Disclaimer. EXCEPT AS EXPRESSLY STATED IN THIS AGREEMENT, NEITHER
PARTY MAKES ANY EXPRESS WARRANTIES TO THE OTHER, AND THERE ARE NO IMPLIED WARRANTIES OR
CONDITIONS, INCLUDING, WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS
FOR A PARTICULAR PURPOSE.



     8.4
Material Misstatements or Omissions. No representation or warranty by ACS that is
contained in this Agreement or that may be contained in any Schedule, Attachment, or other document that may comprise this Agreement contains any untrue statement of a material fact or omits to
state a material fact necessary to make the statements and facts contained herein or therein not
materially misleading.



ARTICLE 9

TERM AND TERMINATION




     9.1 Term.



          9.1.1 Initial Term. The period during which ACS shall be obligated to provide the
Services hereunder shall commence as provided in Section 2.1.1 and, unless extended as provided in
Section 9.1.2 or terminated earlier in accordance with the terms of this Agreement, shall end at
12:01 am, local time, on the date of the fifth (5th) anniversary of the last Handover
Date to occur under this Agreement (the “Initial Term”).




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          9.1.2 Renewal Terms. Symetra shall have the right to extend the Initial Term for up to two
(2) successive renewal periods of twelve (12) months each (each, a “Renewal Term”) by providing
written notice to ACS in accordance with the terms of Section 19.6 at least three (3) months before
the end of the Initial Term or the then-current Renewal Term, as applicable. At Symetra’s
request, the Parties shall meet within sixty (60) calendar days of ACS’ receipt of Symetra’s notice
to proceed with a Renewal Term to negotiate modifications to the terms of this Agreement. If: (a)
such negotiations are not requested by Symetra; or (b) the negotiations do not result in an agreement on different terms and Symetra elects not to withdraw its
renewal notice, the then-existing terms and conditions of this Agreement shall remain unchanged and in full force and effect during
each such Renewal Term.




          9.1.3 Symetra-Initiated Annual Renegotiation. At Symetra’s request, Symetra and ACS shall meet
at least thirty (30) days prior to each anniversary of the Effective Date of this Agreement to
review the status of the performance of the Agreement and, if requested by Symetra, to negotiate
modifications to the terms hereof. If such modifications are not requested by Symetra, or if the
negotiations with respect to such modifications do not result in an agreement on different terms,
the then-existing terms and conditions of this Agreement shall remain unchanged and in full force
and effect during the following Contract Year.




     9.2 Early Termination.



          9.2.1 For Convenience. Symetra shall have the right to terminate for its convenience
all of the Services in one (1) or more countries, terminate for its convenience one (1) or more
Service Towers in one (1) or more countries and/or to end the Term of this Agreement for its
convenience, in each case by delivering to ACS a Termination Notice at least ninety (90) calendar
days before the Termination Date. If Symetra terminates all or any portion of the Services and/or
terminates this Agreement in its entirety as provided in this Section 9.2.1, upon completion of
ACS’ Disentanglement obligations with respect to the terminated Services, Symetra shall pay to
ACS an amount determined in accordance with Schedule 6 (the “Termination Fee”). Notwithstanding the
foregoing, Symetra shall be obligated to pay to ACS only fifty percent (50%) of the otherwise
applicable Termination Fee if any one (1) or more of the following events (each, a “Triggering
Event”) occurred on or prior to the date of Symetra’s Termination Notice provided that, in the case
of a subsection (a) Triggering Event, Symetra gives ACS a Termination Notice within six (6) months
following the occurrence of such Triggering Event:





               (a) ACS failed to achieve any Critical Milestone on or before the mutually agreed date for
achieving such Critical Milestone; or




               (b) ACS failed to provide the Services in accordance with the SLRs such that any of the
circumstances described in Section 9.3(a) had occurred.



          9.2.2 Change in Control of ACS. Without in any way limiting Symetra’s rights under Section
9.2.1, Symetra shall have the right to terminate all of the Services in one (1) or more countries,
terminate one (1) or more Service Towers in one (1) or more countries and/or to end the Term of
this Agreement, in each case by delivering to ACS a Termination Notice at least ninety (90)
calendar days prior to the Termination Date, in the event of a Change in Control of ACS involving
an entity (the “Acquiring Entity”): (a) that is a Symetra Competitor; or (b) with respect to
which one (1) or more of Symetra’s Third Party vendors fails or refuses to promptly consent to
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Acquiring Entity act as Symetra’s outsourcing services provider (excluding, if paid by ACS
and/or the Acquiring Entity, those Third Party vendors that will provide such consent upon payment
of an approval or consent fee), provided that in either of the foregoing cases, Symetra gives ACS
written notice of such termination within one (1) year following receipt of written notice from ACS
of the occurrence of such Change in Control event. If Symetra terminates all or any portion of the
Services in one (1) or more countries, terminates one (1) or more Service Towers in one (1) or more
countries and/or ends the Term of this Agreement pursuant to this Section, ACS shall perform its
Disentanglement obligations hereunder until they are fulfilled. Any termination pursuant to this
Section shall not constitute a termination for convenience and: (c) Symetra shall in no event be
required to pay a Termination Fee to ACS with respect to any such termination; and (d) except for
those terms that survive any expiration or termination of this Agreement, Symetra shall have no
further liability or obligation to ACS under this Agreement.




          9.2.3 Termination for Force Majeure Event.





               (a) Symetra Force Majeure Events. If: (i) a Force Majeure Event occurs with respect to
Symetra; (ii) such Force Majeure Event substantially prevents, inhibits and/or frustrates Symetra’s
ability to receive the Services from ACS under circumstances when ACS is otherwise able to provide
the Services to Symetra; and (iii) such Force Majeure Event continues for seven (7) consecutive
calendar days or more, or for ten (10) consecutive or non-consecutive calendar days or more during
any thirty (30) calendar day period, then Symetra shall have the right to terminate the Services
affected by the Force Majeure Event by delivering to ACS a Termination Notice specifying the
Termination Date; provided, however, that ACS shall remain obligated to perform its
Disentanglement obligations hereunder until such obligations have been fulfilled. During such
period, Symetra shall remain obligated to pay the Annual Services Fees and other fees to ACS in
accordance with the terms of this Agreement until such Services are terminated in accordance with
this Section. Any termination pursuant to this Section shall not constitute a termination for
convenience or for cause, and Symetra shall in no event be required to pay a Termination Fee to ACS
with respect to any such termination.




               (b) ACS Force Majeure Events. If a Force Majeure Event substantially prevents, hinders, or
delays ACS’ performance of all or any portion of the Services for seven (7) consecutive calendar
days or more, or for ten (10) consecutive or non-consecutive calendar days or more during any
thirty (30) calendar day period, thereby causing an adverse impact on Symetra’s business
operations, then:




                    (i) with Symetra’s reasonable cooperation, ACS at its sole cost and expense immediately
shall procure the affected Services from an alternate provider, and thereafter provide such
Services to Symetra through the use of the alternate provider until ACS is able to resume
performance of the affected Services in accordance with the terms of this Agreement, provided that
ACS’ obligations under this subsection (i) shall continue for a period that shall not exceed
one-hundred eighty (180) calendar days plus the length of any Disentanglement Period, and during
such period Symetra shall remain obligated to pay the Annual Services Fees and other fees to ACS in
accordance with the terms of this Agreement; and



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                    (ii) once the affected Services have been stabilized with the alternate provider, ACS
shall be obligated to provide such Services to Symetra in accordance with the SLRs and other terms
of this Agreement; and




                    (iii) notwithstanding the foregoing, if ACS is unable to provide the Services through an
alternate provider within seven (7) calendar days following commencement of the Force Majeure
Event, or the one-hundred eighty (180) calendar day time period described in subsection (i) above
expires without ACS having resumed performance of the affected Services in accordance with the
terms of this Agreement, then Symetra shall have the right to terminate all of the Services in one
(1) or more countries, terminate one (1) or more Service Towers in one (1) or more countries and/or
to end the Term, in each case by delivering to ACS a Termination Notice specifying the Termination
Date; provided, however, that ACS shall remain obligated to perform its Disentanglement obligations
hereunder until such obligations have been fulfilled.


Any termination pursuant to this Section shall not constitute a termination for convenience nor
cause, and Symetra shall in no event be required to pay a Termination Fee to ACS with respect to
any such termination.




          9.2.4 HIPAA. ACS acknowledges that the HIPAA terms set forth in Attachment K (and the HIPAA
terms set forth in any separate HIPAA agreement as contemplated under Section 14.4.1), as
applicable, include the right under the circumstances described therein for Symetra (and/or the
applicable Symetra Affiliate) to terminate this Agreement. Having acknowledged the foregoing, ACS
agrees that Symetra shall have the right to terminate this Agreement for cause upon the occurrence
of such circumstances, all in accordance with the terms set forth in Attachment K and/or the
applicable separate HIPAA agreement, as applicable. Symetra shall in no event be required to pay a
Termination Fee to ACS with respect to any such termination.




     9.3 Events of Default. The following events shall constitute “Events of Default,” and
the occurrence of any one (1) or more of such Events of Default by or with respect to a Party shall
constitute a material breach of this Agreement that shall afford the non-breaching Party, as
applicable, the rights and remedies set forth in this Article 9:




               (a) In the case of ACS, ACS: (i) fails to achieve any SLR in a manner that constitutes an
Event of Default as specified in the applicable Schedule; (ii) fails to achieve any particular SLA
that adversely impacts Symetra’s business operations for: (A) four (4) or more hours on two (2)
consecutive calendar days or more; or (B) four (4) or more hours on five (5) non-consecutive
calendar days or more during any thirty (30) calendar day period; (iii) has incurred Fee Reductions
equal to thirty-five percent (35%) or more of the Annual At-Risk Amount within: (A) in the case
of the first Contract Year, the period between the Effective Date and the first six (6) months
following the last to occur of the Hand-over Dates; and (B) in the case of all other Contract
Years, the first six (6) months of any such Contract Year; (iv) has incurred Fee Reductions equal
to the Annual At-Risk Amount at any time during any Contract Year; or (v) fails to comply with any
SLA, and such failure causes a material adverse effect on Symetra’s business;




               (b) In the case of ACS, ACS fails to achieve any Critical Milestone on or before the mutually
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failure is not due to: (i) the occurrence of a Force Majeure Event; (ii) a delay by Symetra
solely for its own convenience; or (iii) Symetra’s material failure to perform any of its
responsibilities under this Agreement that were a pre-condition to ACS’ ability to perform its
obligations, provided that such failure previously was identified by ACS in writing;




               (c) In the case of ACS, ACS’ material breach of any warranty that, if curable, is not cured
within the time frames, if any, specified in this Agreement for curing any such breach, or if none
is specified elsewhere in this Agreement, then within thirty (30) calendar days, in each case
following ACS’ receipt of written notice of such breach from Symetra;




               (d) In the case of ACS, ACS’ failure to maintain insurance coverage as specified in Article
16, provided that such failure is not cured within thirty (30) calendar days following ACS’ receipt
of written notice of such failure from Symetra;




               (e) In the case of ACS, the institution of bankruptcy, receivership, insolvency,
reorganization or other similar proceedings by or against ACS under any section or chapter of the
United States Bankruptcy Code, as amended, or under any similar laws or statutes of the United
States (or any state thereof), if such proceedings have not been dismissed or discharged within
thirty (30) calendar days after they are instituted; the insolvency or making of an assignment
for the benefit of creditors or the admittance by ACS of any involuntary debts as they mature; the
institution of any reorganization arrangement or other readjustment of debt plan of ACS not
involving the United States Bankruptcy Code; or any corporate action taken by the Board of
Directors of ACS in furtherance of any of the above actions;




               (f) In the case of ACS, ACS makes an assignment of all or substantially all of its assets for
the benefit of creditors, or ACS’ Board of Directors takes any corporate action in furtherance of
the above action;




               (g) In the case of Symetra, Symetra fails to timely make any undisputed payment in accordance
with the terms of Section 6.3, provided Symetra fails to cure such failure within thirty (30)
calendar days after Symetra has received written notice of such failure from ACS;




               (h) In the case of either Party, that Party’s failure to comply with the provisions of Article
13, provided that such failure is not cured, or substantial progress is not made towards a cure,
within seven (7) calendar days following that Party’s receipt of written notice of such failure
from the other Party; or




               (i) In the case of either Party, that Party’s material breach of any of its other obligations
under this Agreement that is not cured within thirty (30) calendar days following its receipt of
written notice of such breach from the other Party.



     9.4 Rights and Remedies of ACS Upon Default of Symetra. Upon the occurrence of an Event of
Default by or with respect to Symetra, subject to Section 9.6, ACS shall be entitled to the
following remedies:




               (a) subject to Symetra’s rights as set forth below in this Section, terminate all of the
Services, terminate one (1) or more Service Towers and/or end the Term; and/or



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               (b) subject to the terms of Section 11.1, seek to recover damages from Symetra; and/or




               (c) if applicable, obtain the additional rights and remedies set forth in Section 17.4;
and/or




               (d) any additional remedies that may be set forth in this Agreement or in any Schedule,
Attachment or Addendum.


Upon the occurrence of a Symetra Event of Default with respect to which ACS exercises a termination
remedy as described in Section 9.4(a), ACS shall effectuate such termination by delivering to
Symetra a Termination Notice specifying the Termination Date, whereupon the terms set forth in
Section 10.2 shall apply; provided, however, that ACS shall remain obligated to perform its
Disentanglement obligations hereunder until they are fulfilled, subject, upon ACS’ request, and
only if such termination is a result of a Section 9.3(g) Symetra Event of Default, to Symetra’s
payment of all: (e) invoices for Fixed Charges monthly in advance; (f) undisputed amounts then due
and owing; and (g) invoices for Variable Charges including, if applicable, Disentanglement
Services, as incurred. Any termination pursuant to this Section shall not constitute a termination
for convenience, and Symetra shall in no event be required to pay a Termination Fee to ACS with
respect to any such termination.




     9.5 Rights and Remedies of Symetra Upon Default of ACS. Upon the occurrence of an Event of
Default by or with respect to ACS, subject to Section 9.6, Symetra shall be entitled to:




               (a) subject to Symetra’s rights as set forth below in this Section, terminate all of the
Services, terminate one (1) or more Service Towers and/or end the Term; and/or




               (b) subject to the terms of Section 11.2, seek to recover damages from ACS; and/or




               (c) if applicable, obtain the additional rights and remedies set forth in Section 17.4;
and/or




               (d) any additional remedies that may be set forth in this Agreement or in any Schedule,
Attachment or Addendum.


Upon the occurrence of an ACS Event of Default with respect to which Symetra exercises a
termination remedy as described in Section 9.5(a), Symetra shall effectuate such termination by
delivering to ACS a Termination Notice specifying the Termination Date; provided, however, that ACS
shall remain obligated to perform its Disentanglement obligations hereunder until they are
fulfilled. Any termination pursuant to this Section shall not constitute a termination for
convenience, and Symetra shall in no event be required to pay a Termination Fee to ACS with respect
to any such termination.




     9.6 Non-Exclusive Remedies. The remedies provided in Sections 9.4 and 9.5 and else where in
this Agreement are neither exclusive nor mutually exclusive, and the Parties shall be entitled to
any and all such remedies, and any and all other remedies that may be available to the Parties at
law or in equity, by statute or otherwise, individually or in any combination thereof.



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     9.7 Survival. The provisions of Articles 10, 11, 15, 16, 18 and 19 and Sections 1.1, 1.3,
1.4, 3.3, 3.4, 4.1.3, 6.1, 6.4, 7.1, 9.2-9.7, 12.1.3, 12.5, 13.2-13.6, 14.4 and any other Sections,
Schedules, Attachments, Addenda or Appendices to this Agreement that, by their nature, may
reasonably be presumed to survive any termination or expiration of this Agreement, shall so
survive.



ARTICLE 10

DISENTANGLEMENT




     10.1 General Obligations. Upon any termination or expiration of this Agreement,
ACS shall provide the Disentanglement (as defined herein) services as set forth in this Article.
ACS shall accomplish a complete transition of any terminated Services from ACS and its
Subcontractors to Symetra, its Affiliates and/or to any replacement provider(s) designated by
Symetra (collectively, the “Replacement Provider”), without causing any unnecessary interruption
of, or causing any unnecessary adverse impact on, the Services, any Other Services and/or
services provided by Third Parties (the “Disentanglement”). Without limiting the generality of the
foregoing, ACS shall: (a) cooperate with Symetra, its Affiliates and/or the Replacement Provider,
including by promptly taking all steps required to assist Symetra in effecting a complete
Disentanglement; (b) provide to Symetra, its Affiliates and/or the Replacement Provider all
information regarding the Services as needed for Disentanglement including, without limitation,
data conversions, interface specifications and related professional services; (c) provide for
the prompt and orderly conclusion of all work, as Symetra may direct, including completion or
partial completion of Other Services and/or Out-of-Scope Services, documentation of work in
process, and other measures to provide an orderly transition to Symetra, its Affiliates and/or the
Replacement Provider; and (d) accomplish the other specific obligations de scribed in this Article
10. ACS and Symetra shall discuss in good faith a plan for determining the nature and extent of
ACS’ Disentanglement obligations and for the transfer of Services in process; provided, however,
that ACS’ obligation under this Agreement to provide all Services necessary for Disentanglement
shall not be lessened in any respect. ACS’ obligation to provide the Services shall not cease until
a Disentanglement that is satisfactory to Symetra has been completed, including the performance by
ACS of all asset transfers, if any, and other obligations of ACS set forth in this Article 10.



     10.2 Disentanglement Period. The process to effectuate the Disentanglement shall begin on any
of the following dates: (a) the date designated by Symetra in connection with expiration of the
Term, which date shall not be earlier than one hundred eighty (180) calendar days prior to the end
of the Term; or (b) the Termination Date specified in any Termination Notice delivered by Symetra
to ACS, if Symetra elects to terminate any or all of the Services pursuant to Sections 9.2 or 9.5
(unless ACS in good faith disputes such termination); or (c) the Termination Date specified in any
Termination Notice delivered by ACS to Symetra pursuant to Section 9.4 (unless Symetra in good
faith disputes such termination), and shall continue: (d) in the case of subsection (a), until
expiration of the Term; or (e) in all other cases, for a period of up to twelve (12) months
thereafter, at Symetra’s option (with the applicable date under subsection (d) or subsection (e)
above on which ACS’ obligation to perform the Services expires being referred to as the
“Expiration Date”). If requested by Symetra, ACS shall perform its Disentanglement obligations on
an expedited basis if Symetra terminates this Agreement pursuant to Sections 9.2.4 or 9.5.



     10.3 Specific Obligations. Disentanglement shall include, without limitation, the performance
of the specific obligations described in this Section and those described in Section 4.3. In connection with Sections 10.3.3 and 10.3.4 below, ACS shall as soon as reasonably possible following
its issuance or receipt of a Termination Notice, but in no event longer than ten (10) Business Days



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thereafter, provide to Symetra a complete and accurate list of all items that will be subject
to conveyance or re-conveyance to Symetra as provided in such Sections. ACS agrees that its
agreements with all Third Parties relating to this Agreement, including Subcontractors, shall not
include any terms that would prohibit or otherwise restrict such Third Parties, including
Subcontractors, from entering into agreements with Symetra, its Affiliates and/or the Replacement
Provider (whether directly or through an assignment) as provided herein.




          10.3.1 Full Cooperation, Information and Knowledge Transfer. During Disentanglement, the
Parties shall cooperate fully with one another to facilitate a smooth transition of the terminated Services from ACS and its Subcontractors to Symetra, its Affiliates and/or the Replacement
Provider. ACS shall provide such cooperation both before and after the Expiration Date, and such
cooperation shall include, without limitation, provision of full, complete, detailed, and
sufficient information (including all information then being utilized by ACS with respect to
programs, tools, utilities and other resources used to provide the Services, as well as the
information and assistance required pursuant to
Section 2.5.6, if applicable) and knowledge
transfer with respect to all such information in order to enable Symetra’s, its Affiliates’ and/or
the Replacement Provider’s personnel (or that of Third Parties) to fully assume, become
self-reliant with respect to, and continue without interruption, the provision of the Services.
ACS shall cooperate with Symetra and all of Symetra’s other service providers to provide a smooth
transition at the time of Disentanglement, with no unnecessary interruption of Services, no
unnecessary adverse impact on the provision of Services or Symetra’s activities and no unnecessary
interruption of, or unnecessary adverse impact on, any services provided by Third Parties.




          10.3.2 Third-Party Authorizations. Without limiting the obligations of ACS pursuant to
Section 12.2 and subject to the terms of any Third Party contracts, if requested by Symetra as part
of the Disentanglement, ACS shall procure at no charge to Symetra any Third Party authorizations
necessary to grant Symetra the use and benefit of any Third Party contracts between ACS and Third
Party contractors used to provide the Services, pending their assignment to Symetra pursuant to
Section 10.3.4.




          10.3.3 Transfer of Assets. If and as requested by Symetra as part of the Disentanglement,
ACS shall convey to Symetra, its Affiliates and/or the Replacement Provider from among those assets
used by ACS to provide the Services (including ACS Equipment), such assets (other than software
assets otherwise covered by the terms of Section 4.3) as Symetra might select from the list
provided by ACS pursuant to Section 10.3 at a price for each such asset that is the lesser of: (a)
the net book value as reflected on ACS’ books and records; and (b) a fair market value price determined by a mutually agreed Third Party, or the then-remaining lease value; provided, however, that
to the extent Symetra has paid all or any portion of the purchase price for any such assets, ACS
shall convey such assets to Symetra at a price equal to the original purchase price less the
applicable amounts paid by Symetra. At mutually agreed times during Disentanglement, ACS shall
remove from Symetra’s premises any ACS assets (including ACS Equipment) that Symetra, its
Affiliates and/or the Replacement Provider elect not to purchase. In addition, although Symetra
acknowledges that ACS does not control Third-Party equipment vendors (if any), if requested by
Symetra, ACS shall assist Symetra, its Affiliates, and/or the Replacement Provider in securing
maintenance (including all enhancements and upgrades) and support with respect to any such
assets for so long as Symetra requires at competitive rates.




          10.3.4 Assignment of Contracts. If and as requested by Symetra as part of the Disentanglement, ACS shall assign to Symetra, its Affiliates and/or the Replacement Provider from




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among those leases, maintenance, support and other contracts used by ACS, Symetra or any other
Person in connection with the Services, such contracts as Symetra might select from the list
provided by ACS pursuant to Section 10.3. ACS’ obligation under this Section 10.3.4 shall include
ACS’ performance of all obligations under such leases, maintenance, support and other contracts to
be performed by it with respect to periods prior to the date of assignment, and ACS shall reimburse
Symetra for any Losses resulting from any claim that ACS did not perform any such obligations.




          10.3.5 Delivery of Documentation and Data. If and as requested by Symetra, ACS shall deliver
to Symetra, its Affiliates, and/or the Replacement Provider all documentation and data related to
ACS’ provision of the Services, including the Symetra Data, all results of ACS’ processing
activities and use of Symetra’s Data, as well as all procedures, standards and operating schedules
(including the Standards and Procedures Manual), held by ACS. Notwithstanding the foregoing, ACS
may retain one (1) copy of such documentation and data, excluding Symetra Data, for archival purposes or warranty support. ACS shall delete all data storage media used in its processing
activities following completion of its Disentanglement obligations. All test and data processing
material shall be destroyed or turned over to Symetra without undue delay.




          10.3.6 Hiring of Employees. ACS shall as soon as reasonably possible following its issuance or
receipt of a Termination Notice, but in no event later than ten (10) Business Days thereafter,
provide to Symetra a complete and accurate list of all Substantially Dedicated Resources who were
involved in providing the Services during the six (6) month period preceding ACS’ issuance or
receipt of such Termination Notice. ACS shall cooperate with and assist (and shall cause its Subcontractors to cooperate with and assist) Symetra, its Affiliates and/or the Replacement Provider in
offering employment, at the sole discretion of Symetra, to any or all of such employees, whether
such offers are made at the time of, after or in anticipation of the Expiration Date. ACS shall be
solely responsible for and shall pay to any such employees of ACS who are hired by Symetra, its
Affiliates, and/or the Replacement Provider, all severance and related payments, if any are payable
pursuant to ACS’ standard policies, and shall cause relevant Subcontractors to pay severance and
related payments to any such employee of a Subcontractor who is hired by Symetra or its designee,
if any are payable pursuant to such Subcontractors’ standard policies. ACS shall release (and
shall cause its Subcontractors to release) from any restrictive covenants including, without
limitation, non-compete agreements, any of the employees hired by Symetra, its Affiliates and/ by
the Replacement Provider. Notwithstanding any agreements that ACS may have with its employees, ACS
shall not take or fail to take any actions that would interfere with or prevent Symetra, its
Affiliates and/or the Replacement Provider from hiring any or all of such Substantially Dedicated
Resources. ACS shall not (and shall ensure that its Subcontractors do not) in any manner
communicate disparaging information about Symetra, its Affiliates, and/or the Replacement Provider,
or any of their employees, to transitioning employees or existing employees of Symetra, its
Affiliates and/or the Replacement Provider.




     10.4 Preparation for Disentanglement.



          10.4.1 Complete Documentation. In addition to and/or as part of the Standards and Procedures
Manual, at all times during the Term, ACS shall provide to Symetra complete information, including
complete documentation, in accordance with the standards and methodologies to be implemented by
ACS, for all software (including applications developed as part of the Services) and hardware, that
is sufficient to enable Symetra, its Affiliates, and/or the Replacement Provider, to fully assume
the provision of the Services to Symetra.




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          10.4.2 Maintenance of Assets. ACS shall maintain all of the hardware, software, systems,
networks, technologies, and other assets utilized in providing Services to Symetra (including
leased and licensed assets) in good condition and in such locations and configurations as to be
readily identifiable and transferable to Symetra or its designees in accordance with the provisions
of this Agreement; in addition, ACS shall insure such assets in accordance with the requirements of
Article 16.




          10.4.3 Advance Written Consents. At all times during the Term, ACS shall seek to obtain
advance written consents from all licensors (in accordance with Section 4.3), lessors and other
contract parties to the conveyance or assignment of licenses, leases and other contracts to
Symetra, its Affiliates, and/or the Replacement Provider upon Disentanglement. If any such consent
cannot be obtained, ACS shall so notify Symetra in writing, and Symetra may: (a) as to the
affected contract(s), waive this requirement in writing; or (b) elect to enter into the applicable
license, lease or other contract directly with the applicable Third Party. ACS also shall obtain
for Symetra the right, upon Disentanglement, to obtain maintenance (including all enhancements and
upgrades) and support with respect to the assets that are the subject of such leases, licenses and
other contracts at the price at which, and for so long as, such maintenance and support is made
commercially available to other customers of such Third Parties.




          10.4.4 All Necessary Cooperation and Actions. ACS shall provide all cooperation, take such
additional actions, and perform such additional tasks, as may be necessary to ensure a timely
Disentanglement in compliance with the provisions of this Article 10.




          10.4.5 Payment for Disentanglement Services. Symetra shall be required to pay (at the Service
Rates, unless other rates are then agreed to by the Parties) for any Disentanglement Services that
are both outside the scope of the Services and cannot be accomplished by the Substantially
Dedicated Resources without adversely impacting ACS’ ability to comply with the SLRs. Notwithstanding the foregoing: (a) the ACS Key Personnel shall exercise all commercially reasonable efforts to minimize the costs and expenses associated with such Disentanglement services; and/or (b)
Symetra may require ACS to re-focus the work efforts of the Substantially Dedicated Resources toward Disentanglement activities and waive any resulting failure of ACS to comply with the SLRs. ACS
shall not: (y) in anticipation of sending or receiving a Termination Notice or the expiration of
the Term, reduce the number of Substantially Dedicated Resources, nor change the identities of the
Substantially Dedicated Resources; or (z) without Symetra’s prior written consent, reduce the number, or change the identities, of the Substantially Dedicated Resources during the Disentanglement
Period. For purposes of this Agreement, “Substantially Dedicated Resources” means those employees,
agents and/or contractors of ACS and/or its Subcontractors that dedicate fifty percent (50%) or
more of their work time to providing Services to Symetra and/or the Affiliates of Symetra, all of
whom shall be identified periodically by ACS pursuant to the requirements set forth in Section
3.1.2.




ARTICLE 11

LIMITATIONS ON LIABILITY



Subject to the further terms of this Article 11, a breaching Party shall be liable to the
other Party for all damages incurred by such Party as a result of the
breaching Party’s failure to
perform its obligations under this Agreement.




     11.1 Cap On Liability. EXCEPT AS OTHERWISE PROVIDED IN SECTIONS 11.4 AND 11.5, THE
AGGREGATE CUMULATIVE MONETARY LIABILITY OF EITHER



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PARTY (INCLUDING THE AFFILIATES OF EACH PARTY) FOR ALL CLAIMS ARISING UNDER OR RELATING TO
THIS AGREEMENT AND/OR ANY COUNTRY AGREEMENTS, NOTWITHSTANDING THE FORM IN WHICH ANY ACTION IS
BROUGHT, WHETHER IN CONTRACT, TORT OR OTHERWISE, SHALL BE LIMITED IN THE AGGREGATE TO THE TOTAL
FEES PAID AND/OR PAYABLE UNDER THIS AGREEMENT AND/OR ANY COUNTRY AGREEMENTS DURING THE TWELVE (12)
MONTH PERIOD PRECEDING THE DATE ON WHICH THE FIRST CLAIM AROSE (IT BEING THE UNDERSTANDING OF THE
PARTIES THAT IDENTIFYING THE “FIRST” CLAIM WILL ESTABLISH THE BEGINNING POINT FOR ANY TIME PERIOD
DESCRIBED IN THIS SECTION 11.1), EXCEPT THAT IF SUCH EVENT ARISES AT ANY TIME FOLLOWING EXPIRATION
OR TERMINATION OF THIS AGREEMENT, THEN SUCH AMOUNT SHALL BE EQUAL TO THE FEES PAID BY SYMETRA UNDER
THIS AGREEMENT DURING THE TWELVE (12) MONTH PERIOD IMMEDIATELY PRECEDING SUCH EXPIRATION OR
TERMINATION DATE (THE “CAP”).



NOTWITHSTANDING ANYTHING THAT MAY BE CONTAINED HEREIN TO THE CONTRARY, FEE REDUCTIONS PAID OR
PAYABLE TO SYMETRA SHALL NOT COUNT TOWARD SATISFACTION OF THE CAP.




     11.2 Recoverable Damages. WITHOUT LIMITING THE GENERALITY OF SECTION 11.1, AND NOTWITHSTANDING
ANY CONTRARY TERMS IN SECTION 11.3, ACS AGREES THAT THE FOLLOWING TYPES OF DAMAGES (BY WAY OF
EXAMPLE AND NOT OF LIMITATION) SHALL BE INTERPRETED AND CONSTRUED TO CONSTITUTE DIRECT DAMAGES
RECOVERABLE BY SYMETRA PURSUANT TO SECTION 11.1, AND ACS SHALL NOT CLAIM OTHERWISE:




     A. COSTS AND EXPENSES INCURRED TO SELECT, PROCURE, MIGRATE TO AND IMPLEMENT SUBSTANTIALLY
EQUIVALENT REPLACEMENT SERVICES (FROM AN IN-HOUSE OR REPLACEMENT PROVIDER) INCLUDING, WITHOUT
LIMITATION, COSTS AND EXPENSES INCURRED: (i) FOR EMPLOYEES (WAGES AND SALARIES, BOTH STRAIGHT TIME
AND OVERTIME, AND RELATED EXPENSES, INCLUDING OVERHEAD ALLOCATIONS), CONTRACTORS, TRAVEL
EXPENSES, TELECOMMUNICATIONS CHARGES AND OTHER SIMILAR CHARGES; AND (ii) TO RE-CREATE, RELOAD
AND/OR CONVERT ANY OF SYMETRA’S DATA, AND TO CREATE AND TEST INTERFACES;




     B. REGULATORY FINES AND/OR PENALTIES INCLUDING, WITHOUT LIMITATION, THOSE ASSOCIATED WITH
DELAYS IN ELECTRONIC TRANSFERS OR FAILURES TO COMPLY WITH REGULATORY DEADLINES; AND




     C. IN THE EVENT OF AN ACS CHANGE IN CONTROL PERMITTING SYMETRA TO TERMINATE THIS AGREEMENT
UNDER SECTION 9.2.2(b): (I) IF SYMETRA ELECTS NOT TO EXERCISE ITS RIGHT OF TERMINATION UNDER
SUCH SECTION, ALL COSTS AND EXPENSES INCURRED AS A RESULT OF ANY SUCH CHANGE OF CONTROL INCLUDING,
IF APPLICABLE UNDER THE CIRCUMSTANCES, THE COSTS AND EXPENSES ASSOCIATED WITH SELECTING,
PROCURING, MIGRATING TO AND IMPLEMENTING SUBSTAN-



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TIALLY EQUIVALENT REPLACEMENT THIRD PARTY APPLICATION SYSTEMS IF ONE OR MORE OF SYMETRA’S
APPLICATION VENDORS WILL NOT CONSENT TO HAVING AN ACQUIRING ENTITY ACT AS SYMETRA’S OUTSOURCING
PROVIDER PLUS ANY APPROVAL AND/OR CONSENT FEES NOT PAID UNDER THE TERMS OF SECTION 9.2.2 (THE
“CHANGE IN CONTROL EXPENSES”); AND (II) IF SYMETRA ELECTS TO EXERCISE ITS RIGHT OF TERMINATION
UNDER SUCH SECTION, ALL CHANGE IN CONTROL EXPENSES LESS ANY COSTS AND EXPENSES AVOIDED BY SYMETRA
AS A RESULT OF ITS TERMINATION OF ONE OR MORE CONTRACTS WITH THOSE APPLICATION VENDORS THAT FAIL TO
CONSENT TO HAVING AN ACQUIRING ENTITY ACT AS SYMETRA’S OUTSOURCING PROVIDER.



     11.3 Non-Direct Damages. EXCEPT AS OTHERWISE PROVIDED IN SECTIONS 11.4 AND 11.5,
NEITHER PARTY SHALL BE LIABLE TO THE OTHER PARTY OR TO ANY THIRD PARTY CLAIMING BY OR THROUGH THE
OTHER PARTY FOR CONSEQUENTIAL, INCIDENTAL, INDIRECT, SPECIAL, EXEMPLARY OR PUNITIVE DAMAGES WITH
RESPECT TO ANY CLAIMS ARISING OUT OF OR RELATING TO THIS AGREEMENT, EVEN IF ADVISED OF THE
POSSIBILITY OF SUCH DAMAGES AND REGARDLESS OF THE FORM IN WHICH ANY ACTION IS BROUGHT.



     11.4 Symetra Exceptions from the Limitations on Liability. THE LIMITATION ON SYMETRA’S
LIABILITY SET FORTH IN SECTIONS 11.1 AND 11.3 SHALL NOT APPLY TO LOSSES ARISING OUT OF OR RELATING
TO: (A) SYMETRA’S INDEMNIFICATION OBLIGATIONS UNDER SECTION 15.2 (INDEMNIFICATION BY SYMETRA);
(B) SYMETRA’S FAILURE TO COMPLY WITH THE PROVISIONS OF ARTICLE 13 (SECURITY AND CONFIDENTIALITY);
(C) THE WILLFUL MISCONDUCT OR GROSS NEGLIGENCE OF SYMETRA OR ANY ENTITY TO WHICH SYMETRA HAS
SUBCONTRACTED ITS OBLIGATIONS UNDER THIS AGREEMENT; OR (D) SYMETRA’S FAILURE TO COMPLY WITH
THE PROVISIONS OF ARTICLE 12 (PROPRIETARY RIGHTS). FURTHER, THE LIMITATION ON SYMETRA’S
LIABILITY SET FORTH IN SECTION 11.1 SHALL NOT APPLY TO LOSSES ARISING OUT OF OR RELATING TO
SYMETRA’S OBLIGATION TO MAKE ANY PAYMENTS THEN DUE AND OWING.



     11.5 ACS Exceptions from the Limitations on Liability. THE LIMITATION ON ACS’ LIABILITY SET
FORTH IN SECTIONS 11.1 AND 11.3 SHALL NOT APPLY TO LOSSES ARISING OUT OF OR RELATING TO: (A) ACS’
INDEMNIFICATION OBLIGATIONS UNDER SECTION 15.1 (INDEMNIFICATION BY ACS), EXCLUDING ACS’ INDEMNIFICATION OBLIGATIONS UNDER SECTION 15.1.8 (NON-PERFORMANCE); (B) ACS’ FAILURE TO COMPLY WITH THE
PROVISIONS OF ARTICLE 13 (SECURITY AND CONFIDENTIALITY); (C) ACS’ REPUDIATION OF, OR UNEXCUSED
REFUSAL TO PERFORM, THE SERVICES IN VIOLATION OF SECTION 17.2 (CONTINUED PERFORMANCE; NO TOLLING
OF CURE PERIODS); (D) THE WILLFUL MISCONDUCT OR GROSS NEGLIGENCE OF ACS AND/OR ITS SUBCONTRACTORS;
(E) ACS’ FAILURE TO COMPLY WITH THE PROVISIONS OF ARTICLE 12 (PROPRIETARY
RIGHTS); OR (F) ACS’ INDEMNIFICATION OBLIGATIONS UNDER ATTACHMENT K FOR A VIOLATION OF THE
NON-DISCLOSURE AND/OR USE OBLIGATIONS RELATING TO SYMETRA PHI. FURTHER, THE LIMITATION ON ACS’
LIABILITY SET FORTH IN SECTION 11.3 SHALL NOT APPLY TO ACS’ INDEMNIFICATION OBLIGATIONS UNDER
ATTACHMENT K FOR A VIOLATION OF ANY OBLIGATIONS



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THEREUNDER EXCEPT FOR THOSE DESCRIBED IN THE FOREGOING SUBSECTION (F), BUT ONLY UNTIL SUCH
TIME AS THE DOLLAR VALUE OF THE CAP HAS BEEN ACHIEVED.




     11.6 Costs of Cure. To the extent a Party elects to cure any failure by it to comply with
its obligations under the Agreement, all costs and expenses associated with such cure shall be
borne solely by the curing party and shall in no event count toward satisfaction of the CAP.



     11.7 Attorneys’ Fees. If a Party brings an action, suit or proceeding (including, without
limitation, any arbitration proceeding under Section 19.13) against the other Party to this
Agreement arising out of or relating to this Agreement, or pertaining to a declaration of rights
under this Agreement, the trier of fact may, in the exercise of its discretion, award the Party
it finds to be the prevailing party in such action, suit or proceeding that portion or all of its
attorneys’ fees, costs and expenses that it deems to be appropriate under the facts and
circumstances.



ARTICLE 12

PROPRIETARY RIGHTS




     12.1 Work Product.



          12.1.1 Symetra Sole Owner. Symetra shall be the sole and exclusive owner of all Work
Product, and of all copyright, patent, trademark, trade secret and other proprietary rights in and
to the Work Product. Ownership of the Work Product shall inure to the benefit of Symetra from the
date of conception, creation or fixation of the Work Product in a tangible medium of expression
(whichever occurs first). Each copyrightable aspect of the Work Product shall be considered a
“work-made-for-hire” within the meaning of the Copyright Act of 1976, as amended. If and to the
extent such Work Product, or any part thereof, is not considered a “work-made-for-hire” within the
meaning of the Copyright Act of 1976, as amended, ACS hereby expressly assigns to Symetra all
exclusive right, title and interest in and to the Work Product, and all copies thereof, and in and
to the copyright, patent, trademark, trade secret, and all other proprietary rights therein,
whether in the United States or any other country, territory or jurisdiction, that ACS may have or
obtain, without further consideration, free from any claim, lien for balance due, or rights of
retention thereto on the part of ACS. ACS shall obtain similar written undertakings from all
Subcontractors, employees and consultants who will perform any Services, so as to ensure Symetra’s
ownership of the Work Product as provided herein, and shall not commence the deployment of any such
Subcontractor, employee or consultant until such a written undertaking has been obtained from such
Subcontractor, employee or consultant and delivered to ACS. ACS acknowledges that the Parties do
not intend ACS to be a joint author of the Work Product within the meaning of the Copyright Act of
1976, as amended, and that ACS shall in no event be deemed the joint author of any Work Product.
Symetra shall have unrestricted access to all ACS materials, premises and computer files
containing the Work Product. The Parties will cooperate with each other and execute such other
documents as may be appropriate to achieve the objectives in this Section.




          12.1.2
ACS License to Use. Symetra hereby grants to ACS a non-transferable, non-exclusive,
royalty-free, fully paid-up license to use any Work Product solely as necessary to provide the
Services to Symetra and/or its Affiliates. Except as provided in this Section, neither ACS nor any
Subcontractor shall have the right to use the Work Product in connection with the provision of services to its other customers without the prior written consent of Symetra, which consent may be
withheld or given in Symetra’s sole discretion.




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          12.1.3 Intellectual Property. ACS promptly and fully shall disclose in writing and deliver to
Symetra all Work Product, which delivery, in the case of computer programs, shall include both
source code and object code and all available user manuals and other documentation, including any
documentation specifically requested by Symetra. ACS shall execute and deliver any and all
patent, copyright or other applications, assignments, and other documents that Symetra requests for
protecting the Work Product, whether in the United States or any other country, territory or
jurisdiction. Symetra shall have the full and sole power to prosecute such applications and to
take all other action concerning the Work Product, and ACS shall cooperate, at Symetra’s expense,
in the preparation and prosecution of all such applications and in any legal actions and
proceedings concerning the Work Product. ACS shall provide to Symetra’s Office of the General
Counsel, on a quarterly basis, a written report with appropriate information to enable Symetra to
pursue all intellectual property registrations or other protections for Symetra’s interests in the
Work Product.




          12.1.4 ACS Underlying and Derivative Works. Notwithstanding anything to the contrary
contained in this Agreement, including in this Section 12.1, ACS shall be the sole and exclusive
owner of all ACS Underlying Works and all Derivative Works thereof that do not contain Work Product
(“ACS Derivative Works”).




          12.1.5 Third-Party Underlying and Derivative Works. Notwithstanding anything to the contrary
contained in this Agreement, including this Section 12.1, the sole and exclusive owner of any Third
Party’s Underlying Works and of all Derivative Works thereof that are created, invented, conceived,
and fixed in a tangible medium of expression by such Third Party (such Derivative Works,
collectively with the Third Party’s Underlying Works, the “Third-Party Works”) shall be the
applicable Third Party; provided, however, that ACS shall not implement or utilize any Third-Party
Works in the provision of any Services unless the Third-Party Works are commercially available or
ACS shall have used commercially reasonable efforts to cause such Third Party to agree to grant to
Symetra (at Symetra’s cost and expense) a perpetual, irrevocable, non-exclusive, fully-paid license
to use, copy, modify, and sublicense the Third-Party Works in connection with the conduct of
Symetra’s business.




     12.2 Rights and Licenses. ACS shall obtain from Third Parties all rights and licenses required to perform the Services.



     12.3 Symetra Data. Symetra shall permit ACS to have access to Symetra Data solely to the
extent ACS requires access to such data to provide the Services in accordance with the terms of
this Agreement. ACS may only access and process Symetra Data in connection herewith or as directed by Symetra in writing and may not otherwise modify Symetra Data, merge it with other data,
commercially exploit it or engage in any other practice or activity that may in any manner
adversely affect the integrity, security or confidentiality of such data, other than as
specifically permitted herein or as directed by Symetra in writing. ACS understands and agrees that
Symetra owns all right, title, and interest in and to the Symetra Data and in and to any
modification, compilation or Derivative Works therefrom
(collectively, “Data and Modified Data”),
and also owns all copyright, trademark, trade secrets, and other proprietary rights in and to the
Data and Modified Data.



     12.4 Infringement. Each of the Parties shall perform its responsibilities under this
Agreement in a manner that does not infringe, or constitute an infringement or misappropriation of,
any patent, trade secret, copyright or other proprietary right of any Third Party, or a violation
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other Party’s software license agreements or intellectual property rights disclosed to or
known by such Party.




     12.5 Cooperation. If at any time Symetra brings, or investigates the possibility of bringing,
any claim against any Person for infringement of any patent, trademark, copyright or similar
proprietary right of Symetra, including misappropriation of trade secrets and misuse of
confidential information, then ACS, upon the request and at the expense of Symetra, shall cooperate
with and assist Symetra in the investigation or pursuit of such claim, and provide Symetra with any
information in the possession of ACS that may be of use to Symetra in the investigation or pursuit
of such claim.



ARTICLE 13

SECURITY AND CONFIDENTIALITY




     13.1 Security.



          13.1.1 General. ACS shall provide all Services utilizing security technologies and
techniques in accordance with industry best practices and Symetra’s security policies, procedures
and requirements, including those relating to the prevention and detection of fraud or other
inappropriate use or access of systems and networks. Without limiting the generality of the
foregoing, ACS shall implement and/or use network management and maintenance applications and tools
and appropriate fraud prevention and detection and encryption technologies. In no event shall ACS’
actions or inaction result in any situation that is less secure than: (a) the security provided
to Symetra as of the Effective Date; or (b) the security ACS then provides for its own systems and
data, whichever is greater.




          13.1.2 Information Access. Prior to performing any Services, ACS and its employees, agents
and Subcontractors who may access Symetra Data and software shall execute the Parties’ agreements
and forms concerning access protection and data/software security consistent with the terms and
conditions of this Agreement. ACS and its employees, agents and Subcontractors shall comply with
all policies and procedures of Symetra and its Affiliates regarding data access, privacy and
security, including those prohibiting or restricting remote access to Symetra systems and data.
Symetra shall authorize, and ACS shall issue, any necessary information-access mechanisms, including access IDs and passwords, and ACS agrees that the same shall be used only by the personnel to
whom they are issued. ACS shall provide to such personnel only such level of access as is minimally
necessary to perform the tasks and functions for which such personnel are responsible. ACS shall
from time-to-time, upon request from Symetra but in the absence of any request from Symetra at
least quarterly, provide Symetra with an updated list of those ACS personnel having access to
Symetra’s and/or its Affiliate’s systems, software, and data, and the level of such access.
Computer data and software, including Symetra Data, provided by Symetra or accessed (or accessible)
by ACS personnel or ACS’ Subcontractor personnel, shall be used by such personnel only in
connection with the obligations provided hereunder, and shall not be commercially exploited by ACS
or its Subcontractors in any manner whatsoever. Without limiting the terms of Section 9.6,
failure of ACS or ACS’ Subcontractors to comply with the provisions of this Article 13 may result
in Symetra restricting offending personnel from access to Symetra computer systems or Symetra
Data. It shall be ACS’ obligation to maintain and ensure the confidentiality and security of
Symetra Data.




          13.1.3 Background Checks. If ACS assigns Persons (whether employees, contractors (including
Subcontractors) and/or agents) to perform work at any Symetra Site, ACS shall conduct a background
check on all such Persons and review the results of the background check of each




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Person to verify that the Person meets ACS’ standards for employment before presenting the
results of the background check to Symetra and requesting that Symetra grant access to any such
Person to any Symetra Site. No Person shall have access to any Symetra Site prior to delivery of
the written background check to Symetra and Symetra’s approval of such Person. Symetra shall be
permitted, at its sole option, to refuse access of any Person to any Symetra Site. Such background
check shall be in the form generally used by ACS in its initial hiring of employees or contracting
for contractors (including Subcontractors and/or agents) or, as applicable, during the
employment-screening process but, at a minimum, must have been performed within the preceding
twelve (12) month period and detail the individual’s arrest record, credit history and employment
history. ACS shall obtain all releases, waivers or permissions required for the release of such
information to Symetra. Prior to presenting any Person to Symetra, with verification on an annual
basis, ACS’ human resources manager for this Agreement shall certify that the background check
required by this Section 13.1.3 has been conducted with respect to all Persons assigned by ACS to
perform work at any Symetra Site.




          13.1.4 Other Policies. ACS shall, and shall cause its employees, contractors (including
Subcontractors) and agents to, abide by all policies and procedures of Symetra and its Affiliates
that may be established from time-to-time, and which are provided to ACS in writing including,
without limitation, rules and requirements for the protection of premises, materials, equipment and
personnel. Without limiting the terms of Section 9.6, any violations or disregard of these rules
shall be cause for denial of access by such personnel to properties of Symetra and/or its
Affiliates. The operation of ACS vehicles or private vehicles of ACS personnel on Symetra’s
property shall conform to posted regulations and safe driving practices. Vehicular accidents on
Symetra’s and/or its Affiliates property and involving ACS personnel shall be reported promptly to
the appropriate Symetra security personnel.




     13.2 Confidential Information.



          13.2.1 Non-Disclosure.





               (a) All Confidential Information disclosed by the Disclosing Party to the Receiving Party
shall be deemed the sole property of the Disclosing Party and/or its Affiliates and shall be used
solely by the Receiving Party and its employees, contractors (including Subcontractors) and agents
for purposes of performing the Receiving Party’s obligations and/or exercising the Receiving
Party’s rights under this Agreement, and, except as permitted under Sections 13.2.3 and 13.3, shall
not be published, transmitted, released or disclosed by the Receiving Party or its employees,
contractors (including Subcontractors) or agents to any other Person without the prior written
consent of the Disclosing Party, which consent shall not be unreasonably withheld.




               (b) The Receiving Party shall implement and maintain appropriate policies and procedures to
safeguard the confidentiality of the Disclosing Party’s Confidential Information in accordance
with subsection (a) above. The Receiving Party shall require as a condition of any subcontract
that the Subcontractor expressly acknowledges and agrees to be bound by confidentiality
requirements that are no less restrictive than the requirements to which the Receiving Party is
bound under this Agreement.



          13.2.2 Disclosure Requests. Except to the extent Confidential Information is permitted to be
disclosed pursuant to Sections 13.2.3 or 13.3, any and all requests, from whatever




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source, for copies of, access to, or disclosure of the Disclosing Party’s Confidential
Information shall be promptly submitted to the Disclosing Party for disposition.




          13.2.3 Permitted Disclosures. The Disclosing Party shall require each of its contractors
(including Subcontractors) and agents providing Services hereunder or otherwise having access, in
whatever form or function, to the Disclosing Party’s Confidential Information, to execute, prior to
any such activity or access, a confidentiality agreement, the terms of which shall be no less
stringent than the confidentiality requirements to which the Receiving Party is bound under this
Agreement and under which such contractors (including Subcontractors) and agents agree to protect
and maintain as confidential all of the Disclosing Party’s Confidential Information (including,
without limitation, following any termination of the Disclosing Party’s relationship with any such
contractor (including Subcontractors) and/or agents). The Receiving Party may disclose the
Disclosing Party’s Confidential Information only to those of such employees, contractors (including
Subcontractors) and agents who have a need to know the Disclosing Party’s Confidential Information
in order to perform their duties and/or exercise their rights under this Agreement, as determined
by an appropriate official of the Disclosing Party, and only to the extent minimally necessary.
Regardless of the form of any agreement executed with Receiving Party’s contractors (including
Subcontractors) and agents, ACS shall retain liability for all breaches of this Agreement and for
the acts or omissions of its officers, employees (including former employees), contractors
(including Subcontractors), agents and the like, including the unauthorized use or disclosure of
the Disclosing Party’s Confidential Information, by its officers, employees (including former
employees), contractors (including Subcontractors), agents and the like. Notwithstanding any
contrary terms that may be contained herein, the Receiving Party shall have the right to disclose
the Disclosing Party’s Confidential Information to the Receiving Party’s accountants, attorneys,
financial advisors, banks and other financing sources and other similar advisors who have a need to
know such Confidential Information, and Symetra shall have the right to disclose ACS’ Confidential
Information to a Replacement Provider to the extent strictly necessary.




     13.3 Legally Required Disclosures. The Receiving Party may disclose the Confidential
Information of the Disclosing Party to the extent disclosure is based on the good faith written
opinion of the Receiving Party’s legal counsel that disclosure is required by law or by order of a
court or governmental agency or in order to comply with applicable Securities and Exchange
Commission (“SEC”) requirements; provided, however, that the Receiving Party shall give advance
notice of such requested disclosure and legal opinion to the Disclosing Party prior to any such
disclosure (except in the case of SEC-required disclosures or when a judicial or other binding
governmental order or decree or binding written instruction of a governmental regulator may
prevent such notice) and shall use all commercially reasonable efforts to obtain a protective order
or otherwise protect the confidentiality of the Disclosing Party’s Confidential Information.
Notwithstanding the foregoing, the Dis-closing Party reserves the right to obtain a protective
order or otherwise protect the confidentiality of such Confidential Information. For purposes of
this Section, the Office of General Counsel of each Party may act as that Parry’s legal counsel.



     13.4 Notification and Mitigation. In the event of any impermissible disclosure, loss or
destruction of Confidential Information, the Receiving Party shall immediately notify the
Disclosing Party and take all reasonable steps to mitigate any potential harm or further
disclosure, loss or destruction of such Confidential Information.



     13.5 Return of Confidential Information. Upon the expiration or termination of the Term, and
at any other time upon written request by the Disclosing Party, the Receiving Party



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promptly shall return to the Disclosing Party all Confidential Information (and all copies
thereof) of the Disclosing Party then in its possession or control, in whatever form, or, in the
case of a written request by the Disclosing Party, the Confidential Information specified in such
request as then in the Receiving Party’s possession or control, in whatever form. In addition,
unless the Disclosing Party otherwise consents in writing, the Receiving Party also shall deliver
to the Disclosing Party or, if requested by the Disclosing Party, shall delete or destroy, any
copies, duplicates, summaries, abstracts or other representations of any such Confidential
Information or any part thereof, in whatever form, then in the possession or control of the
Receiving Party. Notwithstanding the foregoing: (a) ACS may retain one (1) copy of documentation
and data, excluding Symetra Data, for archival purposes or warranty support; provided, however,
that any subsequent disclosure of such archived data shall comply with this Article 13; and (b)
Symetra may retain ACS’ Confidential Information (excluding any Category 5 Software) to the extent
required by law or regulation, to the extent otherwise permitted under this Agreement and for legal
archival purposes.




     13.6 Injunctive Relief. If the Receiving Party or anyone acting on its behalf or operating
under its control, including employees, Subcontractors and other Third Parties, publishes,
transmits, releases, discloses or uses any Confidential Information of the Disclosing Party in
violation of this Article 13, or if the Disclosing Party anticipates that the Receiving Party may
violate or continue to violate any restriction set forth in this Article 13, then the Disclosing
Party shall have the right to have the provisions of this Article 13 specifically enforced by any
court having equity jurisdiction, without being required to post bond or other security and without
having to prove the inadequacy of available remedies at law, it being acknowledged and agreed that
any such violation shall cause irreparable injury to the Disclosing Party and that monetary damages
shall not provide an adequate remedy.



ARTICLE 14

LEGAL COMPLIANCE




     14.1 Compliance with All Laws and Regulations. ACS shall perform its obligations
hereunder in compliance with all laws and regulations throughout the world that are applicable to
it as an operator of its business and/or in connection with performance of its obligations
hereunder, including, without limitation, all laws and regulations relating to the collection,
dissemination, transfer and use of data, specifically including, without limitation, the privacy
and security of confidential, personal, sensitive or other protected data. ACS acknowledges and
agrees that it may be required to modify the manner in which it provides the Services to Symetra in
order to be compliant with policies and procedures developed by Symetra that are designed to
assure compliance with HIPAA, the California Statute, GLB and all other applicable laws and
regulations. Without limiting the generality of the foregoing, such policies and procedures may
require ACS to cause its employees and those of its Subcontractors with access to the Symetra Data
to execute confidentiality and non-disclosure agreements. Any such change required under this
Section 14.1 shall be effected through the applicable change management process, and Symetra shall
be responsible for any additional costs or expense resulting from such change, provided that ACS
use all commercially reasonable efforts to mitigate any such additional costs and expenses. No
provision of this Agreement, including any InScope Service Request, shall have any force or
effect if it would cause a violation of any law or regulation, or would require any consent or
approval to prevent any such violation.



     14.2 ACS Permits, Licenses and Assistance. ACS shall obtain and maintain, and shall cause
its Subcontractors to obtain and maintain, at no cost to Symetra, all approvals, permissions,
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domestic statutes, ordinances, and regulations or other laws that may be or become applicable
to performance of Services hereunder. Symetra reserves the right to reasonably request and review
all such applications, permits, and licenses prior to the commencement of any Services hereunder.
If requested, Symetra shall cooperate with ACS, at ACS’ cost and expense, to obtain any such
approvals, permits and licenses. Similarly, and without additional charge or fee, ACS shall provide
relevant assistance to Symetra in its attempt to fully comply with any domestic or foreign laws
concerning data protection, including any obligation to certify or respond to any data protection
authority regarding such matters.




     14.3 Hazardous Materials. In providing the Services, ACS shall be responsible for compliance
with all Environmental Laws and all other laws, rules, regulations, and requirements regarding
Hazardous Materials, health and safety, notices and training. ACS shall not store any Hazardous
Materials at any Symetra Site. ACS agrees to take, at its expense, all actions necessary to
protect Third Parties including, without limitation, employees and agents of Symetra, from any
exposure to Hazardous Materials generated or utilized in its performance under this Agreement. ACS
agrees to report to the appropriate governmental agencies all discharges, releases, and spills of
Hazardous Materials that are required to be reported by any Environmental Law and to immediately
notify Symetra of same. ACS shall not be liable to Symetra for Symetra’s failure to comply with, or
violation of, any Environmental Law.



     14.4 HIPAA.



          14.4.1 General. In order to address certain requirements that are now or will become
applicable to Symetra and/or one (1) or more of its Affiliates pursuant to regulations issued
pursuant to the Health Insurance Portability and Accountability Act of 1996 (as the same may have
been and/or may be amended from time-to-time, “HIPAA”), ACS shall comply with the requirements set
forth in Attachment K and shall, if and as requested by Symetra, execute with any such Affiliate a
separate agreement that contains terms and conditions that are substantially the same as those set
forth in Attachment K. Notwithstanding anything contained herein to the contrary, ACS agrees that
Attachment K (and any separate agreements that may be entered into by ACS and any Symetra
Affiliate) shall be modified appropriately if Symetra determines that such modifications are
necessary for Symetra and/or its Affiliates to comply with any and all modifications to HIPAA
and/or its implementing regulations.




          14.4.2 Security Requirements. ACS acknowledges that certain Security and Electronic
Signature Standards have been issued by the Secretary (as the same may have been and/or may be
modified from time-to-time, the “Security Standards”) and that such Security Standards will affect
the manner in which ACS provides the Services to Symetra hereunder. Having acknowledged the
foregoing, ACS agrees that it will cooperatively work with Symetra and, as part of the Services,
take all actions that may be necessary to ensure Symetra’s and/or it Affiliates’ ability to comply
with the Security Standards. ACS agrees that this provision shall equally apply with any other
security or privacy standards as may be promulgated under domestic or foreign law concerning such
matters.




     14.5 California Personal Information Statute. ACS acknowledges that Symetra Confidential
Information may include personal information pertaining to California residents. ACS shall ensure
that the system and/or the network complies with the requirements of California Civil Code §1798.82
et. seq.; or any similar federal or state statute that may enacted (the “California Statute”),
including the encryption of all personally-identifiable Symetra Confidential Information. If ACS believes that personally-identifiable Symetra Confidential Information has been subject to
unauthorized



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access, ACS shall provide written notice to Symetra within twenty-four (24) hours. If Symetra
determines that actions must be taken to comply with the California Statute, ACS shall fully
cooperate with Symetra to achieve such compliance and all such compliance-related activities by
both Symetra and ACS shall be performed at ACS’ cost. Nothing contained herein shall be deemed to
release ACS from its indemnification obligations as set forth in Section 15.1.




     14.6 Data Protection. The terms of this Section shall be applicable in European Union
countries where this Agreement may be performed, and shall be “localized”, as necessary, to address
local requirements and considerations.




               (a) General Compliance. ACS shall during the Term comply with all applicable laws,
regulations, regulatory requirements and codes of practice in connection with all processing of
personal data by ACS pursuant to its obligations under this Agreement, including, without
limitation, by complying with all the provisions of the applicable country’s data protection act
and its amendments if any (the “Act”) and any regulations or instruments thereunder, and of
Directive 95/46/EC of the European Parliament and of the Council on the Protection of Individuals
with Regard to the Processing of Personal Data and on the Free Movement of Such Data and any
relevant recommendation issued by Article 29 working group and/or the data protection authority in
the applicable country (together with the Act, the “Data Protection Laws”), and shall not do, or
cause or permit to be done, anything which may cause or otherwise result in a breach by Symetra of
the same. ACS will oblige its employees and Subcontractors (if any) to comply with applicable
Data Protection Laws and to undertake in writing only to collect, process or use any personal data
received from Symetra for purposes of providing the Services and not to make personal data received
from Symetra available to any Third Parties.




               (b) Security. ACS warrants and undertakes that, as part of the Services provided to Symetra,
it shall take, implement and maintain all such technical and organizational security procedures
and measures necessary or appropriate to preserve the security and confidentiality of personal data
processed by it and protect such personal data against unauthorized or unlawful disclosure, access
or processing, accidental loss, destruction or damage, including any technical and organizational
security procedures and measures as may be required or directed by Symetra from time to time.
Having regard to the state of the art and the cost of their implementation, ACS shall ensure that
such measures will provide a level of security appropriate to the risks represented by the Services
to the processing and in consideration of the nature of the data to be protected. In addition, and
without limiting the foregoing, ACS agrees, at Symetra’s request, to provide relevant assistance to
Symetra to devise appropriate technical and organization measures. By executing this Agreement,
Symetra appoints ACS as a data processor of Symetra Data. As a processor of such data, ACS will
process Symetra Data as specified in this Agreement. ACS may perform such processing as it
reasonably considers necessary or appropriate to perform the Services. Upon expiration or
termination of this Agreement and, if necessary, Symetra will give the data protection authority
prompt notice of the termination of the appointment of ACS as Symetra’s data processor.




               (c) Trans-border Data Flows. ACS will not transfer any Symetra Data across a country border
unless ACS reasonably considers such transfer necessary for ACS’ performance of the Services and
obtains Symetra’s prior written consent.



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               (d) ACS as a Data Processor. ACS understands and acknowledges that, to the extent that
performance of its obligations hereunder involves or necessitates the processing of personal data,
it shall act only on instructions and directions from Symetra. ACS shall comply promptly with all
such instructions and directions received by ACS from Symetra from time to time. ACS undertakes to
keep the Symetra Data confidential and not to disclose personal data to any Third Party in any
circumstances other than at Symetra’s specific written request or in compliance with legal
obligation. If ACS subcontracts any of its obligations under this Agreement, it shall ensure
contractually that the provisions agreed hereunder also apply towards the subcontractor before any
Symetra Data is transmitted to the subcontractor. ACS undertakes to monitor its subcontractors’
compliance with such provisions as often as it deems necessary.




               (e) Transfer Outside of the European Union or Outside of a Country Considered as Providing an
Adequate Level of Protection Pursuant to Article 25 of the EU Directive 95/46 of 24 October 1995.
As part of the Services provided to Symetra under this Agreement, ACS undertakes to transfer
Symetra’s personal data to its Affiliates, which may be located in countries considered as not
providing an adequate level of protection only if necessary for the performance of the Services.
With respect to trans-border data flows mentioned under Section 14.6(c) above, ACS also undertakes
to execute, as part of the Services provided to Symetra, any documents, including any data transfer
agreement, that may be required for Symetra to comply with the Data Protection Laws.




               (f) Data Subject Right of Access and Rectification. If Symetra is required to provide
information to a data subject regarding that individual’s personal data, ACS will reasonably
cooperate with Symetra in providing such information to the full extent necessary to comply with
Data Protection Laws, and where a request by a data subject is made directly to ACS, it shall as
soon as reasonably practicable notify Symetra upon receipt of a request (whether oral or in
writing) from such an individual providing sufficient details and information as are required by
Symetra to comply with its obligations under the Data Protection Laws. If further to this request
the personal data must be rectified, ACS undertakes to amend the personal data as instructed by
Symetra.



ARTICLE 15

INDEMNIFICATION




     15.1 By ACS.



          15.1.1 Intellectual Property. ACS shall indemnify, defend and hold harmless the Symetra
Indemnitees from and against, and shall pay all settlements, judgments, awards, fines, penalties,
interest, liabilities, losses, costs, damages and expenses, including attorneys’ fees and
disbursements and court costs (collectively, “Losses”), sustained or incurred by any of the Symetra
Indemnitees, based upon or relating to any claim, suit or proceeding brought by any Third Party
against any of them for actual or alleged infringement of any patent, trademark, copyright or other
proprietary right, including misappropriation of trade secrets, arising out of or relating to
technology (excluding the Category 6 Software) and/or methods or processes used by ACS to provide
the Services (an “Infringement Claim”). If Symetra’s right to use any such technology or enjoy
continued use of any method or process is enjoined or appears likely to be enjoined, at its sole
cost and expense, ACS shall either procure a license to enable Symetra to continue such use or
replace or modify the technology,




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method or process so that it no longer is subject to any such claim, suit or proceeding while
maintaining equivalent or better functionality and performance capabilities in a form acceptable to
Symetra.




          15.1.2 Personal Injury, Property and Other Damage. ACS shall indemnify, defend, and hold
harmless the Symetra Indemnitees from and against, and shall pay any and all Losses sustained or
incurred by any of the Symetra Indemnitees, based upon or relating to any claim, suit or proceeding
brought by any Third Party, ACS employee or Symetra employee against any of the Symetra Indemnitees
for actual or alleged bodily injury or death, damage to tangible personal or real property
including computer data, data loss or any other damage, notwithstanding the form in which any such
action is brought (e.g., contract, tort or otherwise), to the extent such injuries or damages arise
directly or indirectly from acts, errors or omissions that constitute negligence, willful misconduct or violations of law, by ACS and/or its employees, agents and/or Subcontractors.




          15.1.3 Third-Party Contracts. ACS shall indemnify, defend and hold harmless the Symetra
Indemnitees from and against, and shall pay any and all Losses sustained or incurred by any of the
Symetra Indemnitees, based upon or relating to any claim, suit or proceeding brought by any Third
Party against any of the Symetra Indemnitees for: (a) actual or alleged breach by ACS of any
agreement with any Third Party; and (b) actual or alleged breach by Symetra of any agreement with
any Third Party, to the extent the claim, suit or proceeding arises out of, relates to or is a
result of ACS’: (i) failure to fulfill its obligations under this Agreement; and/or (ii) breach
of any term or condition of this Agreement.




          15.1.4 ACS Employees. ACS shall indemnify, defend and hold harmless the Symetra Indemnitees
from and against, and shall pay any and all Losses sustained or incurred by any of the Symetra
Indemnitees, based upon or relating to any claim, suit or proceeding brought by any ACS employee
against any of the Symetra Indemnitees based upon any act by ACS, its employees, agents and/or its
Subcontractors on or after the Effective Date (or in connection with services provided by ACS
prior to the Effective Date) including, without limitation, any claim relating to the non-hire of
employees by ACS, claims for wages, benefits, discrimination or harassment of any kind, wrongful
termination and/or denial of severance or termination payments upon leaving ACS’ employ. In
connection therewith, ACS shall retain for an appropriate length of time in light of applicable
statutes of limitation and make available to Symetra upon request any and all employment records
relating to any such claim, suit or proceeding.




          15.1.5 Hazardous Material. ACS shall indemnify, defend and hold harmless the Symetra
Indemnitees from and against, and shall pay any and all Losses sustained or incurred by any of the
Symetra Indemnitees, based upon or relating to any claim, suit or proceeding brought by any Third
Party against any of the Symetra Indemnitees as a result of: (a) ACS’ failure to comply with any
applicable Environmental Laws; or (b) the presence of any Hazardous Material upon, above or beneath
ACS’ facilities or locations.




          15.1.6 Information Disclosure. ACS shall indemnify, defend and hold harmless the Symetra
Indemnitees from and against, and shall pay any and all Losses sustained or incurred by any of the
Symetra Indemnitees, based upon or relating to any claim, suit or proceeding brought by any Third
Party against any of the Symetra Indemnitees as a result of any failure by ACS, its employees,
agents and/or Subcontractors to comply with the obligations set forth in this Agreement relating to
Symetra Confidential Information or the protection of the security or privacy of data.




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          15.1.7 Security Breaches. ACS shall indemnify, defend and hold harmless the Symetra
Indemnitees from and against, and shall pay any and all Losses sustained or incurred by any of the
Symetra Indemnitees, based upon or relating to any claim, suit or proceeding brought by any Third
Party against any of the Symetra Indemnitees as a result of any failure by ACS, its employees,
agents and/or Subcontractors to comply with the security obligations set forth in this Agreement relating to protection against fraudulent or other inappropriate or unauthorized use of or access to
the systems and/or networks described herein.




          15.1.8 Non-Performance. ACS shall indemnify, defend and hold harmless the Symetra
Indemnitees from and against, and shall pay any and all Losses sustained or incurred by any of the
Symetra Indemnitees, based upon or relating to any claim, suit or proceeding brought by any Third
Party against any of the Symetra Indemnitees as a result of ACS’ breach or default of any term of
this Agreement.



          15.1.9 Taxes. ACS shall indemnify, defend and hold harmless the Symetra Indemnitees from and
against, and shall pay any and all Losses sustained or incurred by any of the Symetra Indemnitees,
based upon or relating to any claim, suit or proceeding brought by any Third Party against any of
the Symetra Indemnitees as a result of ACS’ failure to pay applicable taxes including, without
limitation, payroll and other employment-related taxes.



          15.2 By Symetra.



          15.2.1 Intellectual Property. Symetra shall indemnify, defend and hold harmless the ACS
Indemnitees from and against, and shall pay any and all Losses sustained or incurred by any of the
ACS Indemnitees, arising out of any claim, suit or proceeding brought by any Third Party against
any of them for actual or alleged infringement of any patent, trademark, copyright or similar
proprietary right, including misappropriation of trade secrets, arising out of or relating to the
Category 6 Software. If ACS’ right to use such software is enjoined, Symetra may, in its
reasonable discretion and at Symetra’s sole expense, either procure a license to enable ACS to
continue use of such software or develop or obtain a non-infringing replacement. Symetra shall
have no obligation with respect to any claim or action to the extent it is based solely upon: (a)
modification of the software by ACS or any of its Affiliates or Subcontractors; or (b) ACS’
combination, operation or use of such software with other apparatus, data or programs; provided,
however, that this sentence and therefore this exception shall not be applicable to any such
combination, modification, operation or use required or specified in writing by Symetra.




          15.2.2 Managed and Assigned Contracts. Symetra shall indemnify, defend, and hold harmless
the ACS Indemnitees from and against, and shall pay any and all Losses sustained or incurred by the
ACS Indemnitees, based upon or relating to any claim, suit or proceeding brought by any Third Party
against any of the ACS Indemnitees as a result of an actual or alleged breach by Symetra of: (a)
any Managed Contract (to the extent not caused by ACS); or (b) any Assigned Contract (to the
extent not caused by ACS) occurring prior to the date the Assigned Contract was assigned to ACS.




          15.2.3 Hazardous Materials. Symetra shall indemnify, defend, and hold harmless the ACS
Indemnitees from and against, and shall pay any and all Losses sustained or incurred by the ACS
Indemnitees upon or relating to any claim, suit or proceeding brought by any Third Party against
any of the ACS Indemnitees as a result of: (a) Symetra’s failure to comply in all material respects with any applicable Environmental Laws; or (b) the presence of any Hazardous Material upon,




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above or beneath Symetra’s facilities or locations, provided such Hazardous Material was not
introduced to such facilities or locations by ACS or any of its Subcontractors or released into the
environment by ACS or any of its Subcontractors.




     15.3 Indemnification Procedures.



          15.3.1 General. If any legal action governed by this Article 15 is commenced against an
Indemnified Party, such Indemnified Party shall give written notice thereof to the Indemnifying
Party promptly after such legal action is commenced; provided, however, that failure to give prompt
notice shall not reduce the Indemnifying Party’s obligations under this Article 15, except to the
extent the Indemnifying Party is prejudiced thereby. After such notice, if the Indemnifying Party
acknowledges in writing to the Indemnified Party that the right of indemnification under this Agreement applies with respect to such claim, then the Indemnifying Party shall be entitled, if it so
elects in a written notice delivered to the Indemnified Party not fewer than ten (10) Business Days
prior to the date on which a response to such claim is due, to take control of the defense and
investigation of such claim and to employ and engage attorneys of its choice, that are reasonably
satisfactory to the Indemnified Party, to handle and defend same, at the Indemnifying Party’s
expense. The Indemnified Party shall cooperate in all reasonable respects with the Indemnifying
Party and its attorneys, at the Indemnifying Party’s expense, in the investigation, trial, and
defense of such claim and any appeal arising therefrom; provided, however, that the Indemnified
Party may participate, at its own expense, through its attorneys or otherwise, in such
investigation, trial, and defense of such claim and any appeal arising therefrom. If a court of
competent jurisdiction later determines, without right of further appeal, that a claim, suit or
proceeding for which the Indemnifying Party assumed defense was not eligible for indemnification
under this Article 15, within thirty (30) calendar days following such determination, the
Indemnified Party shall reimburse the Indemnifying Party in full for all judgments, settlements,
costs and expenses (including attorneys’ fees) incurred in connection with such claim, suit or
proceeding.




          15.3.2 Settlement of Claims. No settlement of a claim that involves a remedy other than the
payment of money by the Indemnifying Party along with standard settlement terms, specifically
including a dismissal of all claims with prejudice as well as a non-admission of liability or other
wrongdoing, shall be entered into by the Indemnifying Party without the prior written consent of
the Indemnified Party, which consent may be withheld in the Indemnified Party’s sole discretion.
In no event shall an adverse judgment be entered against the Indemnified Party as part of a
settlement without its express written consent.




          15.3.3 Defense Declined. If the Indemnifying Party declines to assume defense of a claim as
provided in this Section: (a) the Indemnified Party may assume such defense and, if such defense
is assumed, unless the Parties otherwise agree in writing, the Indemnifying Party thereafter shall
be barred from assuming such defense at a later time; and (b) if it is later determined by a court
of competent jurisdiction, without right of further appeal, that such claim was eligible for
indemnification by the Indemnifying Party under this Article 15, within thirty (30) calendar days
following such determination, the Indemnifying Party shall reimburse the Indemnified Party in full
for all settlements, judgments, costs and expenses (including attorneys’ fees) incurred by the
Indemnified Party in connection with such claim.




          15.3.4 Defense Accepted. Notwithstanding anything contained herein to the contrary, if the
Indemnifying Party accepts defense of a claim as provided in this Section, the Indemnified Party
shall have the right to engage independent counsel to monitor and participate in the




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defense of the matter as such counsel or the Indemnified Party deems fit to protect its
interests. The Indemnifying Party and its counsel must reasonably cooperate with the Indemnified
Party’s counsel to enable such counsel to adequately represent the interests of the Indemnified
Party.




ARTICLE 16

INSURANCE




     16.1 Required Insurance Coverages. During the Term and for such other periods as may be
required herein, at its sole expense, ACS shall provide and maintain insurance consistent with acceptable and prudent business practices including, at a minimum, the types of insurance and the
amounts described in Attachment N. The fact that ACS has obtained the insurance required in this
Article 16 shall in no manner lessen nor otherwise affect ACS’ other obligations or liabilities set
forth in this Agreement including, without limitation, its obligations under Article 15. If ACS
retains any Subcontractors, ACS shall require all such Subcontractors to carry the same coverages
at the same limits set forth herein.



     16.2 General Provisions.



          16.2.1 Evidence of Insurance. On or before the Effective Date and thereafter at Symetra’s
request, ACS shall deliver to Symetra certificates of insurance evidencing the insurance required
hereunder, together with appropriate separate endorsements. In addition, upon reasonable notice,
ACS grants Symetra the right to examine its underlying policies solely for the purpose of confirming ACS’ compliance with the terms of this Article 16.




          16.2.2 Claims-Made Coverage. If any coverage is written on a “claims-made” basis, the
certificate of insurance shall clearly so state. In addition to the coverage requirements
specified above, ACS will make all commercially reasonable efforts with respect to any such
policies to provide that:





               (a) the policy’s retroactive date shall coincide with or precede ACS’ commencement of
performance of Services (including subsequent policies purchased as renewals or replacements);




               (b) similar insurance is maintained during the required extended period of coverage following
expiration of the Agreement for a minimum of two (2) years;




               (c) if insurance is terminated for any reason, ACS shall purchase a replacement claims-made
policy with the same or an earlier retroactive date or shall purchase an extended reporting
provision to report claims arising in connection with this Agreement for a minimum of two (2) years
following termination or completion of the Services; and




               (d) all claims-made policies shall allow the reporting of circumstances or incidents that
might give rise to future claims.



          16.2.3 Notice of Cancellation or Change of Coverage. All certificates of insurance provided by
ACS must evidence that the insurance ACS will give Symetra forty-five (45) calendar days’ written
notice in advance of any cancellation, lapse, reduction or other adverse change in respect of such
insurance.




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          16.2.4 Qualifying Insurers. All policies of insurance required hereby shall be issued by
companies that have been approved to do business in the State of Washington, unless prior written
approval is obtained from Symetra’s risk manager. All providers of insurance shall have an AM Best
rating of A- and Financial Size Category VI or better.




          16.2.5 Waiver of Subrogation. All policies of insurance required hereby shall include a
waiver of subrogation in favor of Symetra and its Affiliates, a copy of which shall be provided to
Symetra upon request. ACS does hereby exercise its waiver of subrogation in favor of Symetra and
its Affiliates for any insurance proceeds payable under any policies of insurance required hereby.




ARTICLE 17

PROBLEM RESOLUTION




     17.1 Problem Resolution Process.



          17.1.1 Administrative-Level Performance Review. If a Problem arises between the Parties, the
Symetra Project Executive and the ACS Project Executive shall meet and attempt to resolve the
Problem. Written minutes of such meetings shall be kept. If the Parties are unable to resolve
the Problem within ten (10) calendar days after the initial request for a meeting, then the Parties
shall seek to resolve the Problem through the IT Outsourcing Committee Performance Review as
provided in Section 17.1.2.




          17.1.2 IT Outsourcing Committee Performance Review. Upon receipt of a written Problem referral
from the Parties’ representatives as provided in Section 17.1.1, the IT Outsourcing Committee shall
meet within five (5) Business Days thereafter in an effort to resolve the Problem. If the IT
Outsourcing Committee is unable to resolve the Problem within ten (10) calendar days after the
Problem was referred to it or fifteen (15) calendar days have passed since the Problem resolution
process was begun, then the IT Outsourcing Committee shall forward the written Problem referral to
the Parties’ executives as provided in Section 17.1.3 along with a statement of any actions taken
or recommendation made by the respective members of the IT Outsourcing Committee.




          17.1.3 Executive-Level Performance Review. For Problems that are not resolved as described in
Section 17.1.2, negotiations shall be conducted by the Chief Information Officer or higher-level
officer of Symetra and the Western Region Vice President or higher-level officer of ACS. If such
representatives are unable to resolve the Problem within five (5) Business Days after the Parties
have commenced negotiations, or fifteen (15) calendar days have passed since the initial request
for negotiations at this level, then the Parties shall be entitled to discontinue negotiations, to
seek to resolve the Problem through mediation as hereinafter provided or, if the Parties do not
agree to submit the Problem to mediation, to seek any and all rights and remedies that may be
available to them as provided in this Agreement.




          17.1.4 Voluntary, Non-Binding Mediation. If executive-level performance review is not
successful in resolving the Problem, the Parties may, but shall not be obligated to, mutually agree
in writing to submit the Problem to non-binding mediation. Mediation must occur within five (5)
Business Days after the Parties agree to submit the Problem to mediation. The Parties mutually
shall select an independent mediator experienced in IT systems, and each shall designate a representative(s) to meet with the mediator in good faith in an effort to resolve the Problem. The
specific format for the mediation shall be left to the discretion of the mediator and the
designated Party representatives





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 and may include the preparation of agreed-upon statements of fact or written
statements of position furnished to the other Party.




     17.2 Continued Performance; No Tolling of Cure Periods. The Parties agree to continue
performing their obligations under this Agreement while the Problem is being resolved as provided
in this Article 17, unless and until the Problem is resolved or until this Agreement is terminated.
The time frame for a Party to cure any breach of the terms of this Agreement shall not be tolled by
the pendency of any Problem resolution procedures.



     17.3 De Minimis Problems. Notwithstanding anything to the contrary in this Article 17 or
elsewhere in this Agreement, if: (a) Symetra requests services, products and/or resources from
ACS and the Parties disagree as to whether any such request is within the scope of the Services;
and (b) the financial impact on ACS of satisfying such request
is less than [***], then the
disagreement shall not be deemed a Problem, but absent mutual agreement of the Parties through the
IT Outsourcing Committee, shall be deemed resolved in Symetra’s favor. The maximum financial
impact on ACS pursuant to this Section shall not exceed [***] in the aggregate during any Contract
Year.



     17.4 Equitable Relief. Notwithstanding anything contained in this Agreement to the contrary,
the Parties shall be entitled to seek injunctive or other equitable relief whenever the facts or
circumstances would permit a Party to seek equitable relief in a court of competent jurisdiction.



ARTICLE 18

USE OF SUBCONTRACTORS




     18.1 Approval; Key Subcontractors. Except as hereinafter provided in this Section, ACS
shall not perform or provide the Services through Subcontractors, including providers of hardware
and software, without the prior written consent of the Symetra Project Executive as to the
selection of the Subcontractor, which consent may be withheld by Symetra in its sole discretion.
Any such consent, or ACS’ subcontracting to the wholly owned subsidiaries of Affiliated Computer
Services, Inc. (which shall not require Symetra’s prior consent) shall be contingent on ACS’
compliance with the terms of Section 7.4.4 (when applicable) and Section 13.2.3 before the
Subcontractor (including any wholly owned subsidiary) begins providing any Services to ACS or
Symetra. Symetra consents to the Subcontractors identified in Attachment O, provided that ACS
complies with the terms of Section 7.4.4 (when applicable) and Section 13.2.3 before the
Subcontractor begins providing any Services to ACS or Symetra. ACS shall ensure that each
Subcontractor has obtained and maintains all licenses required in connection with the Services for
which such Subcontractor is responsible. ACS agrees that it shall continue throughout the Term to
retain the Subcontractors identified as “Key Sub contractors”  in Attachment O and that such Persons
shall continue to provide the Services initially provided, unless ACS has obtained Symetra’s prior
written consent to any changes, which consent may be withheld in Symetra’s sole discretion.



     18.2 Subcontractor Agreements. ACS will provide to Symetra copies of all agreements between
ACS and its Subcontractors related to the performance of this Agreement within thirty (30) calendar
days after such contracts are executed by ACS and its Subcontractors. Such subcontracts will
contain materially the same terms and conditions as this Agreement, to the extent such terms and
conditions are relevant to the Services to be provided by the Subcontractor (including, without
limitation, a restriction on the subcontractor’s right to further subcontract its obligations
without Symetra’s prior written consent), and shall identify Symetra as a direct and intended
third-party beneficiary



Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.



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thereof. ACS represents and warrants that the copies of Subcontractor agreements required to
be provided to Symetra hereunder will be true and complete copies thereof.




     18.3 Liability and Replacement. In no event shall ACS be relieved of its obligations under
this Agreement as a result of its use of any Subcontractors. ACS shall supervise the activities and
performance of each Subcontractor and shall be jointly and severally liable with each such Subcontractor for any act or failure to act by such Subcontractor. If Symetra determines that the
performance or conduct of any Subcontractor is unsatisfactory, Symetra may notify ACS of its
determination in writing, indicating the reasons therefor, in which event ACS promptly shall take
all necessary actions to remedy the performance or conduct of such Subcontractor or, subject to the
terms of Section 18.1, replace such Subcontractor by another Third Party or by ACS personnel.



     18.4 Direct Agreements. Upon expiration or termination of the Term for any reason, Symetra
shall have the right to enter into direct agreements with any Subcontractors. ACS represents,
warrants, and covenants to Symetra that its arrangements with such Subcontractors shall not
prohibit or restrict such Subcontractors from entering into direct agreements with Symetra.



ARTICLE 19

MISCELLANEOUS




     19.1 Defined Terms. Capitalized terms used in this Agreement (including in any
Schedules, Attachments, Addenda and other documents attached to this Agreement), shall have the
meanings ascribed to them in Attachment P. Other capitalized terms used in this Agreement are
defined in the context in which they are used and shall have the meanings ascribed to them therein.
The terms defined in Attachment P include the plural as well as the singular.



     19.2 Third-Party Beneficiaries. The applicable agreements are agreements between the
applicable Parties and, except for the Symetra Indemnitees and the ACS Indemnitees, confer no
rights upon any of such Parties’ employees, agents, or contractors, or upon any other Person.



     19.3 Use of Symetra Name. Except as necessary to deliver the Services in accordance with
this Agreement, ACS shall have no right to use, and shall not use, the name of Symetra and/or any
of its officials or employees, or logos or trademarks in any manner without the prior written consent of Symetra, which consent may be withheld in Symetra’s sole discretion.



     19.4 Captions; References; Terminology. Captions and titles to Schedules, Exhibits, Appendices, Attachments and/or Addenda are used herein for convenience of reference only and shall
not be used in the construction or interpretation of this Agreement. Any reference herein to a
particular Section number (e.g., “Section 2”), shall be deemed a reference to all Sections of this
Agreement that bear sub-numbers to the number of the referenced Section (e.g., Sections 2.1,
2.1.1, etc.). As used herein, the word “including” shall mean “including, without limitation.”



     19.5 Assignment. Except for: (a) subcontracting permitted under the terms of Article 18; (b)
any initial public offering by Symetra; and (c) Symetra’s assignment, transfer or delegation to a
Symetra Affiliate, neither Party shall assign, transfer or delegate its duties under this
Agreement, in whole or in part, whether by operation of law or otherwise, without the prior written
consent of the other Party, which shall not be unreasonably withheld. Any assignment in
contravention of this Section (e.g., without the consent of the other Party, where such consent is
required) shall be voidable by the non-assigning Party. Without limiting the generality of the
foregoing, the phrase “by operation of



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law” shall include a Change in Control. Subject to all other provisions herein contained, this
Agreement shall be binding on the Parties and their successors and permitted assigns.
Notwithstanding the foregoing, the assigning party shall remain liable for the performance of the
assigned or delegated obligations hereunder.




     19.6 Notices. Any written notice, request, consent, approval or other communication required
or permitted to be given pursuant to this Agreement shall be in writing and shall be deemed to have
been given: (a) upon delivery if delivered personally; (b) upon transmission if sent viafacsimile
(with the original sent by recognized overnight courier); or (c) one (1) business day after deposit
with a national overnight courier, in each case addressed to the following addresses/telecopier numbers, or to such other addresses/telecopier numbers as may be specified by a Party upon written notice to the other in accordance with the terms of this Section:



     If to Symetra:


Symetra Life Insurance Company

5069 154th Place NE

Redmond, WA 98052-9669

Attention: Chief Information Officer

Telecopier No.: (425) 376-6080




     with a copy to:


Symetra Life Insurance Company

5069 154th Place NE

Redmond, WA 98052-9669

Attention: Legal Counsel

Telecopier No.: (425) 376-6080




     If to ACS:


ACS Commercial Solutions, Inc.

3935 NW Aloclek Place

Suite A-100

Hillsboro, OR 97124

Attention: Symetra SBU Manager

Telecopier No.: (503) 466-6774




     with a copy to:


ACS Commercial Solutions, Inc.

2828 N. Haskell Avenue, Bldg 1, 9th Floor

Dallas, Texas 75204

Attention: Group Counsel for Commercial Solutions

Telecopier No.: (214) 584-5525




     19.7 Amendments; Waivers. This Agreement may be modified only pursuant to a writing executed
by Symetra and ACS. ACS expressly agrees that all amendments to this Agreement executed by the
Parties after the Effective Date must be signed by a Vice President or higher-level



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officer of Symetra in order to be effective. The Parties expressly disclaim the right to claim the
enforce-ability or effectiveness of: (a) any amendments to this Agreement that are not executed by
a Vice President or higher-level officer of Symetra; (b) any oral modifications to this Agreement;
and (c) any other amendments, based on course of dealing, waiver, reliance, estoppel or other
similar legal theory. The Parties expressly disclaim the right to enforce any rule of Washington
law that is contrary to the terms of this Section.




     19.8 Relationship Between the Parties. Neither Party (nor any employee, subcontractor or
agent thereof) shall be deemed or otherwise considered a representative, agent, employee, partner
or joint venturer of the other. Further, neither Party (nor any employee, subcontractor or agent
thereof) shall have the authority to enter into any agreement, nor to assume any liability, on
behalf of the other Party, nor to bind or commit the other Party in any manner, except as expressly
provided in this Agreement.



     19.9 Access to Personnel and Information. If reasonably required by ACS for the performance
of the Services, Symetra shall provide ACS with reasonable access to Symetra’s administrative,
technical and other similar personnel and network management records and information.



     19.10 Severability. If any provision of this Agreement is determined to be invalid or
unenforceable, that provision shall be deemed stricken and the remainder of this Agreement shall
continue in full force and effect insofar as it remains a workable instrument to accomplish the
original intent and purposes of the Parties, and, if possible, the Parties shall replace the
severed provision with a provision that reflects the intention of the Parties with respect to the
severed provision but that will be valid and enforceable.



     19.11 Counterparts; Faxed Signatures. This Agreement may be executed in duplicate counterparts, each of
which shall be deemed an original and both of which together shall constitute but one and the same
instrument. Counterparts may be executed in either original or faxed form, and the Parties hereby
adopt as original any signatures received via facsimile.



     19.12 Governing Law and Venue. This Agreement shall in all respects be interpreted under, and
governed by, the internal laws of the State of Washington, U.S.A., including, without limitation,
as to validity, interpretation and effect, without giving effect to its conflicts of laws
principles. Except as provided in Section 17.1.4, Section 19.13 and hereafter in this Section, ANY
LEGAL ACTION, SUIT OR PROCEEDING BROUGHT BY A PARTY IN ANY WAY ARISING OUT OF OR RELATING TO THIS
AGREEMENT SHALL BE BROUGHT SOLELY AND EXCLUSIVELY IN THE STATE OR FEDERAL COURTS LOCATED IN KING
COUNTY, STATE OF WASHINGTON, U.S.A., AND EACH PARTY IRREVOCABLY ACCEPTS AND SUBMITS TO THE SOLE AND
EXCLUSIVE PERSONAL JURISDICTION OF SUCH COURTS IN PERSONAM, GENERALLY AND UNCONDITIONALLY WITH
RESPECT TO ANY ACTION, SUIT OR PROCEEDING BROUGHT BY OR AGAINST IT BY THE OTHER PARTY. EXCEPT AS
PROVIDED IN SECTION 17.1.4, SECTION 19.13 AND HEREAFTER IN THIS SECTION, NEITHER PARTY SHALL BRING
ANY LEGAL ACTION, SUIT OR PROCEEDING IN ANY WAY ARISING OUT OF OR RELATING TO THIS AGREEMENT IN
ANY OTHER COURT OR IN ANY OTHER JURISDICTION AND SHALL NOT ASSERT ANY CLAIM, WHETHER AS AN ORIGINAL
ACTION OR AS A COUNTERCLAIM OR OTHERWISE, AGAINST THE OTHER IN ANY OTHER COURT OR JURISDICTION.
Each Party irrevocably waives and agrees not to assert, by way of motion, as a defense or
otherwise, any objection that it may now or hereafter have to the venue of any of the



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aforesaid actions, suits or proceedings in the courts referred to above, and further waives
and agrees not to plead or claim in any such court that any such action or proceeding brought in
any such court has been brought in an inconvenient forum, that the venue of the suit, action or
proceeding is improper, or that this Agreement or the subject matter hereof or thereof may not be
enforced in or by such court. As the only exceptions to any of the above, if a Party is entitled to
seek injunctive or other equitable relief which is not available in the venue specified in this
Section, this Section shall not be deemed to be a bar to the Party seeking such relief if such
relief is wholly non-monetary injunctive or other equitable relief.




     19.13 Arbitration. At Symetra’s sole and absolute discretion and election, a dispute that
arises from or relates to this Agreement may be submitted for resolution to binding arbitration,
and if Symetra makes such an election, such dispute shall be decided exclusively by binding
arbitration in King County in the State of Washington, U.S.A., under the Commercial Arbitration
Rules of the American Arbitration Association (the “Rules”), before a sole arbitrator, who shall be
a retired or former judge or attorney with at least twenty (20) years of experience and mutually
acceptable to the parties. Each party will bear one half of the arbitrator’s fees and other
administrative fees of the arbitration; provided, however, that the arbitrator may award recovery
of such fees to the party whom the arbitrator reasonably believes is the prevailing party, if the
arbitrator reasonably believes that an award of such fees is appropriate. The parties agree that
the arbitrator’s award shall be final, and may be filed with and enforced as a final judgment by
any court of competent jurisdiction. The arbitrator shall have no power to: (a) award damages
(including any attorney’s fees) in excess of the amount or other than the types allowed by Article
11; or (b) alter any of the provisions of this Agreement. The parties consent and agree to the
jurisdiction of the tribunals mentioned in this paragraph, and waive any and all objections to such
forums, including but not limited to objections based on improper venue or inconvenient forum.



     19.14 Expenses. Each Party shall bear all expenses paid or incurred by it in connection with
the planning, negotiation and consummation of this Agreement.



     19.15 Import/Export. The computer hardware, software and technical data which are the subject
of this Agreement are acknowledged to be subject to any then-applicable United States laws,
regulations, orders or other restrictions regarding export of computer hardware, software,
technical data or Derivative Works thereof. Neither Party shall, in violation of any applicable
laws, regulations, orders or other restrictions, directly or indirectly export (or re-export) any
computer hardware, software, technical data or Derivative Works thereof, or permit the shipment of
same: (a) into (or to a national or resident of) Cuba, North Korea, Iran, Iraq, Libya, Syria or any
other country to which the United States has embargoed goods; or (b) to anyone on the United States
Treasury Department’s List of Specially Designated Nationals, List of Specially Designated
Terrorists and List of Specially Designated Narcotics Traffickers or the United States Commerce
Department’s Denied Parties List; or (c) to any country or destination for which the United States
government or a United States governmental agency requires export license or other approvals for
export without first having obtained such license or other approval. This obligation shall survive
the expiration or early termination of this Agreement.



     19.16 Waiver of UCITA. THE PARTIES AGREE THAT THE UNIFORM COMPUTER INFORMATION
TRANSACTIONS ACT OR ANY VERSION THEREOF, ADOPTED BY ANY STATE IN ANY FORM (“UCITA”),
SHALL NOT APPLY TO THIS AGREEMENT AND, TO THE EXTENT THAT UCITA IS APPLICABLE, THE PARTIES



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AGREE TO OPT-OUT OF THE APPLICABILITY OF UCITA PURSUANT TO THE OPT-OUT PROVISION(S)
CONTAINED THEREIN.




     19.17 Benefits of Agreement. All rights and benefits granted hereunder to Symetra may be
exercised and enjoyed by any Symetra Affiliate, provided that Symetra shall be and remain
responsible for the compliance of the terms and conditions of this Agreement with respect to such
Symetra Affiliate and will be such Symetra Affiliate’s agent for all purposes of this Agreement and
any claims or actions arising from such Symetra Affiliate shall be pursued solely by Symetra.
Further, for purposes of calculating discounts (if any) available under this Agreement that are
based on volume, quantity or other measurement factor, the total volume of all Symetra Affiliates
shall be counted to determine whether the applicable volume, quantity or other measurement factor
has been achieved.



     19.18 Entire Agreement. This Agreement and all Schedules, Attachments, Exhibits and Addenda
hereto are incorporated herein by this reference and are an integral part of the Agreement and
shall be read and interpreted together with the Agreement as a single document. This Agreement,
consisting of all of the pages of this instrument, together with all Schedules, Attachments, Exhibits and Addenda hereto sets forth the entire, final and exclusive agreement between the Parties
and supersedes all prior and contemporaneous agreements, understandings, negotiations and
discussions, whether oral or written, between the Parties related to the subject matter herein.



     IN WITNESS WHEREOF, the Parties have executed this Information Technology Services Agreement
as of the Effective Date.



	 	 	 	 	 	 	 	 	 	 	 
	SYMETRA LIFE INSURANCE COMPANY	 	 	 	ACS COMMERCIAL SOLUTIONS,
INC.	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	By:

	 	 	 	 	 	By:	 	 	 	 
	 

	 	 

	 	 	 	 	 	 

	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	Title:

	 	 	 	 	 	Title:	 	 	 	 
	 

	 	 
	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	Date:

	 	 	 	 	 	Date:	 	 	 	 
	 

	 	 
	 	 	 	 	 	 	 	 





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AFFILIATED COMPUTER SERVICES, INC. GUARANTY



For value received, Affiliated Computer Services, Inc. (“Parent”), a Delaware corporation with
a place of business at 2828 N. Haskell, Dallas, Texas 75204, absolutely and unconditionally
guarantees the obligations and performance of its wholly-owned subsidiary, ACS Commercial
Solutions, Inc. (“ACS”), under that certain Information Technology Services Agreement by and
between ACS and Symetra Life Insurance Company (“Symetra”) dated October 28, 2004 (inclusive of all
Exhibits, Schedules, Attachments, Addenda, Appendices and any country agreements executed
thereunder (whether in effect on the effective date of such agreement or in effect in the future),
as the same may hereafter be amended, modified, renewed or extended from time to time (the
“Guaranteed Obligations”). If ACS fails to perform the Guaranteed Obligations, Parent shall perform
such obligations. This Guaranty shall continue in force until all Guaranteed Obligations have been
performed and/or satisfied. Parent shall not be discharged from liability under this Guaranty so
long as any claim by Symetra, or any of its Affiliates (as defined in the above-described
ACS/Symetra agreement), against ACS remains outstanding. This Guaranty shall be binding on Parent
and on its successors and assigns.



Notwithstanding anything in this Guaranty to the contrary, the obligations of Parent under
this Guaranty shall be subject to the rights, privileges and defenses otherwise available to ACS
under the above-described ACS/Symetra agreement with respect to the Guaranteed Obligations. Nothing
in this Guaranty shall be deemed to expand or otherwise extend the Guaranteed Obligations or limit
any defenses available to ACS (or to Parent by virtue of this Guaranty) under the Agreement. This
Guaranty shall be expressly subject to the conditions that: (a) Symetra may resort to Parent for
performance of the Guaranteed Obligations only if in Symetra’s reasonable judgment efforts to
obtain performance of the Guaranteed Obligations against ACS are not likely to result in the full
and timely performance of such Guaranteed Obligations; and (b) Parent may satisfy its performance
obligations under this Guaranty either directly or indirectly by causing one of its Affiliates to
perform such obligations.



IN WITNESS WHEREOF, Affiliated Computer Services, Inc. has, by a duly authorized officer,
executed this Guaranty as of the 28th day of October 2004.




	 	 	 	 	 
	 

	 	AFFILIATED COMPUTER SERVICES, INC.	 	 
	 
	 	 	 	 
	 
	 

	 	 

	 	 

















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Symetra Life Insurance Company (Symetra)

Schedule 1—Relationship Management




Schedule 1




Relationship Management




for




Symetra Life Insurance Company




October 28, 2004




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Symetra Life Insurance Company (Symetra)

Schedule 1—Relationship Management




Table of Contents




	 	 	 	 	 
	1.0 Relationship Management Services and ACS Proposed Staffing
	 	 	1	 
	1.1 Personnel and Organization Overview
	 	 	1	 
	1.2 ACS Account Team Organization and Staffing
	 	 	2	 
	1.2.1 Organization Chart
	 	 	2	 
	1.2.2 Key Account Team Management Organization and Roles
	 	 	2	 
	1.2.3 Key Executive Team Roles
	 	 	5	 
	1.3 Additional ACS Team Roles
	 	 	6	 
	1.3.1 ACS Business Operations Manager
	 	 	6	 
	1.3.2 ACS Contracts Manager
	 	 	6	 
	1.3.3 ACS Technical Service Tower Service Delivery Manager(s)
	 	 	6	 
	1.3.4 ACS Sales Executive
	 	 	7
	 
	1.3.5 Other ACS Key Account Team Management Personnel
	 	 	7
	 
	1.3.6 Other relevant ACS personnel
	 	 	7	 
	1.3.7 Account Team Position Descriptions
	 	 	7	 






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Symetra Life Insurance Company (Symetra)

Schedule 1—Relationship Management




1.0 Relationship Management Services and ACS Proposed Staffing





1.1 Personnel and Organization Overview




ACS’ strategic business unit (“SBU”) model, performance-based compensation and corporate
client satisfaction directive ensure that every ACS employee understands that ACS’ success
depends on its ability to serve and support each client’s needs. In summary, Symetra is
guaranteed more focused service from ACS than our peers through these benefits:




	 	 ̈	 	
 Account structure focuses on Symetra with resources that are aligned with
Symetra’s objectives.
	 
	 	 ̈	 	 Compensation is directly tied to Symetra’s satisfaction and ACS’ ability to
exceed performance measurements.






A communication strategy is in place to facilitate a structured approach to ongoing
communication and navigating through both organizations.



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Symetra Life Insurance Company (Symetra)

Schedule 1—Relationship Management




     1.2 ACS Account Team Organization and Staffing




           1.2.1 Organization Chart









Figure 1—Symetra Organizational Account



          1.2.2 Key Account Team Management Organization and Roles
 


The SBU manager (a/k/a ACS Project Executive) has significant business knowledge and
management experience and a solid understanding of the role IT plays in achieving short-range
and long-range business objectives. SBU managers are responsible for ensuring that everyone at
ACS is working to support Symetra’s critical business systems. Ultimately, the SBU manager’s
role is to communicate and promote Symetra’s point of view within ACS—to be a Symetra advocate.




The ACS Service Delivery Manager is responsible for receiving, scheduling and delivering on
service requests and day-to-day issues. The ACS Service Delivery Manager works directly with
Symetra to clarify requests, discuss timing, develop specific project plans (if necessary) and
provide project status.




SBU Account Focus




ACS’ SBU management structure puts Symetra at the center of ACS business philosophy. New
initiatives are qualified by evaluating the benefits to our clients. The SBU manager,



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Symetra Life Insurance Company (Symetra)

Schedule 1—Relationship Management





working
directly with Symetra, becomes the conduit through which Symetra takes advantage of ACS’
technical resources.




Account Governance and Account Governance Board (“AGB”)




Key to establishing a successful governance board is ensuring that ACS’ proposed governance
board structure is appropriately mapped to the structural and functional requirements specified
by Symetra. ACS will collaborate with Symetra in establishing a jointly defined and mutually
beneficial account governance program. The AGB is also known as the IT Outsourcing Committee.
The descriptions and rights and responsibilities of the Parties related to the AGB and its
associated boards and teams as set forth in this Schedule shall not diminish the rights and
responsibilities of the Parties related to the IT Outsourcing Committee as set forth in Section
1.2 of the Agreement.




Account Governance Board Structure




Co-chairs, one each from Symetra and ACS, will lead the AGB, which will comprise four
standard teams and one special team. The four standard teams are the governance team, audit
team, finance team, and operations team. The four standard teams will meet regularly. The
special team is the executive team and will meet at least annually and as needed to provide
strategic direction or resolve problems that have been escalated to them by the AGB chair(s).




Governance Team Purpose




The governance team will oversee activities associated with the Agreement. This team is
responsible for ensuring the overall effectiveness of the Agreement governance processes and
communicating to Symetra and ACS stakeholders. The management and resolution of financial and
operational issues is the responsibility of the governance team. Contract interpretation is the
responsibility of the governance team. The governance team provides direction to the audit,
finance and operations teams.




Audit Team Purpose




The audit team assists the governance team in fulfilling contract oversight
responsibilities through participation in daily, weekly, monthly, quarterly, annual and ad hoc
review processes. This team is responsible for monitoring compliance with the financial and
operational deliverables associated with the Agreement. It ensures that financial statements are
accurate and consumption measurement methods, and that SLA/SLR measurement methods are
consistent with the Agreement.




Finance Team Purpose




The finance team assists the governance board with rationalizing the portfolio of Services
being provided or which may be added to the Agreement. This team works to ensure that the
pricing is competitive and oversees benchmarking activities. This team provides consumption
forecasts and acts as the project management office (PMO) for Services. This team oversees the
intake processes and new business proposal processes. This team coordinates internal chargeback
related activities.




Operations Team Purpose




The operations team assists the governance board with ensuring that day-to-day operational
processes such as problem management, change management, asset management and



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Symetra Life Insurance Company (Symetra)

Schedule 1—Relationship Management





SLA/SLR management
are executed effectively. This team provides the day-to-day oversight of operational processes
being delivered via the Agreement.




SBU Manager Selection




Without limiting any of its rights in Article 3 of the Agreement, Symetra will be involved
in the selection process of this SBU manager to ensure the best fit culturally, technically and
strategically. ACS recruits the SBU manager through several channels. Working with Symetra, ACS
will determine which approach and characteristics will deliver the best candidate. Some of the
methods used include the following:




	 	 ̈	 	 Recruiting internally within the SBU management team
	 
	 	 ̈	 	 Leveraging the salesperson’s knowledge gained throughout the sales process to
continue delivery of the Services






In addition to these selection methods, ACS will qualify candidates based on established
criteria. These criteria include areas such as industry knowledge, technology experience within
specific Service Towers and leadership ability applicable to the account size.




Because the SBU manager will become “embedded” in Symetra, this is an important factor in the
success of the relationship.




Communication Strategy




An ACS customer service cornerstone is a defined communication strategy between ACS and our
clients. At ACS, we would rather over-communicate than make an assumption.




We recommend weekly and monthly service review meetings with different parties as an opportunity
to discuss the relationship status at a technical and business level, as depicted in Figure 2.








Figure 2—SBU Communication Strategy





ACS maintains contractual performance statistics that the SBU manager will review monthly with
Symetra management. This information will be presented graphically with a rolling 12-month
history to help identify trends. We also provide a client portal where service



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Symetra Life Insurance Company (Symetra)

Schedule 1—Relationship Management





agreements
(including, without limitation, the Agreement) and invoices with supporting detail are
maintained.




Without limiting the rights and obligations set forth in the Agreement, including without
limitation Section 2.2 of the Agreement, ACS will work to identify areas for improvement and,
where a problem exists, establish the root cause and present procedures for prevention. A
scorecard is provided quarterly that grades ACS on Service delivery, communication and overall
account management.




In addition to these reviews, ACS will use the following methods to provide the responsiveness
and flexibility Symetra requires:




	 	 ̈
	 	Daily interaction between Symetra functional leaders and the ACS SBU manager and
the ACS Service Delivery Manager will keep the lines of communication and
understanding open.
	 
	 	 ̈
	 	Regular status meetings will be conducted to review and discuss activities or
issues related to the provision of Services.
	 
	 	 ̈	 	Annual technology reviews will discuss Symetra’s business directions and ACS’
new products and services relative to Symetra’s environment.





          1.2.3 Key Executive Team Roles





SBU managers are responsible for making sure that everyone at ACS is working with Symetra
personnel to support Symetra’s critical business systems. Table 1 outlines the roles and
responsibilities, as well as the business profile, for an SBU manager.



Table 1 SBU Manager’s Roles and Responsibilities




SBU Manager (a/k/a ACS Project Executive)




	 	 	 
	Roles and Responsibilities	 	Business Profile
	•   Direct activities of SBU
management team

•   Perform active role in migration
process

•   Regularly review quality of delivered
service

•   Coordinate recurring and ad hoc
meetings

•   Prepare and present management reports

•   Oversee contract agreements

•   Escalate problems
•   Perform strategic planning


	 	•     Strong IT infrastructure knowledge with
a clear understanding of IT as an enabler to
accomplishing business objectives

	 	•     Experience in developing and
maintaining client relationships and developing
solutions to meet client needs

	 	•     Expertise in project management, new
business support, proposal support and IT
consulting

	 	•     Management experience

	 	•     Team leadership skills

	 	•     Creative thinker

	 	•     Superior technology strategist

	 	•     Negotiation skills

	 	•     Experienced in motivating and managing
high performance staffs

	 	•     Financial management experience







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Symetra Life Insurance Company (Symetra)

Schedule 1—Relationship Management




          Table 2 shows the profile for the ACS Service Delivery Manager.




Table 2 ACS Service Delivery Manager’s Roles and Responsibilities




ACS Service Delivery Manager




	 	 	 
	Roles and Responsibilities	 	Business Profile
	•  Oversee day-to-day operations of the Services

	 	•     Superior analytical skills

	•  Collect and track SLA/SLR metrics

	 	•     Technical expertise in the very areas of
concern to ACS’ clients

	•  Coordinate and manage service changes

	 	•     Experience from several operational areas

	•  Prioritize special service requests

	 	•     Understanding of technology and the
outsourcing environment

	•  Manage special and large projects

	 	•     Experience in assisting clients achieve their technology plans

	•  Keep lines of communication open between Symetra
and ACS

	 	•     Operations management experience 

	•  Communicate changes that may affect both
organizations and ensure that interested parties
are informed

	 	
•     Project management skills
•     Leadership qualities

•     Effective communicator

•     Team-building skills

	 

	 
	 

	 
	 

	 






      1.3 Additional ACS Team Roles



          1.3.1 ACS Business Operations Manager





The ACS business operations manager serves as the primary financial contact between Symetra
and ACS. This individual is responsible for developing and maintaining client billing and
invoicing operations, establishing and maintaining procurement operations for ACS on behalf of
the Symetra program, and for ensuring that all financial accounting for Services provided to
Symetra is accurate and well documented. Prepares daily, weekly and monthly management and
status reporting based upon measured statistics, SLR/SLA data, and consumption usage.



          1.3.2 ACS Contracts Manager





The ACS contracts manager serves as the primary contractual management point between Symetra and
ACS. This individual is responsible for developing and maintaining client contracts and any
required contractual modifications (as well as requisite legal reviews and approvals).
Furthermore, the ACS contracts manager ensures that contracts (including, without limitation,
the Agreement) remain compliant with applicable contractual or business laws and policies based
upon guidance from the compliance and audit teams.



          1.3.3 ACS Technical Service Tower Service Delivery Manager(s)





Serve as the primary technical contact between Symetra and ACS for specific Services Towers.
Responsible for developing and maintaining client relationships and developing technical
solutions to meet Symetra’s needs for each Service Tower. Manage the account P&L and provide
general direction for the technical services team. Prepare daily, weekly and monthly management
and status reporting.



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Symetra Life Insurance Company (Symetra)

Schedule 1—Relationship Management




          1.3.4 ACS Sales Executive





The ACS sales executive serves as the primary sales and new-business contact point between
Symetra and ACS. This individual is responsible for understanding the Symetra business
structure, and for identifying how ACS services map to and can enhance Symetra operations. The
ACS sales executive manages all sales-related activities for Symetra and ensures that sales
opportunities are well-communicated and understood, and driven through appropriate ACS channels
efficiently and effectively.



          1.3.5 Other ACS Key Account Team Management Personnel





ACS Senior Project Manager—Transition Management Office




ACS senior project managers are responsible for oversight and coordination of transition
management related activities. They are responsible for developing, obtaining sign-off,
executing and maintain the detailed Transition Plan, project schedules and supplemental
management plans. They serve as the primary interface to Symetra and the ACS transition team
and develop and publish applicable transition status reports as well as conduct required daily
and weekly transition status meetings. Executing formal project closure processes, including
acceptance sign-offs, satisfaction surveys and lessons learned feedback sessions are also a key
requirement of this position. In addition, they will obtain and maintain appropriate ACS
transition team staffing throughout the transition.




ACS Project Manager—Project Management Office




ACS project manager(s) will manage the planning, execution, and close phases for assigned
transition projects. They will also work with ACS IT management to obtain the required ACS IT
transition team staffing for assigned transition projects. Managing and maintaining the
transition program portal for assigned projects is a key responsibility. The ACS project manager
will ensure assigned transition projects are executed on time, with a high degree of quality,
and according to the approved approach.



          1.3.6 Other relevant ACS personnel





ACS Quality and Compliance Manager




This individual is responsible for establishing and maintaining ACS quality management
programs with respect to Symetra. The ACS quality and compliance manager oversees collection
and analysis of quality metrics and reports such statistics. Additionally, the ACS quality and
compliance manager oversees compliance auditing and operations, ensuring operational compliance
with industry and accounting standards and relevant legal requirements.




      1.3.7 Account Team Position Descriptions




SBU Senior Staff




Location: Symetra HQ (<10%) and NWSC (>90%)




Members of the SBU senior staff, including the ACS human resources manager, the ACS business
operations manager, the ACS contracts manager, the ACS sales support manager,



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Symetra Life Insurance Company (Symetra)

Schedule 1—Relationship Management





and the various
ACS Service Tower managers, will all work primarily out of the NWSC with visits to Symetra HQ as
necessary.




SBU Operations Onsite Staff




Location: Symetra HQ (100%)




Key, identified ACS operational staff will be located at the Symetra HQ facility full-time.




SBU Manager




Location: Symetra Financial HQ (50%) and NWSC (50%)




SBU Operations Data Center Staff




Location: NWSC (100%)




All remaining ACS operational staff will work out of the NWSC.




ACS’ SBU management structure puts Symetra at the center of ACS’ business philosophy. All new
initiatives are qualified by evaluating the benefits to our clients. The SBU manager, working
directly with Symetra, becomes the conduit through which Symetra takes advantage of ACS’
technical resources.




ACS recognizes the location percentages for the SBU Service Delivery Manager and ACS senior
staff are estimates and that there will be times when it will be necessary for them to be onsite
at Symetra 100%.



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Symetra Life Insurance Company (Symetra)

Schedule 2A—Cross Functional Services SOW




Schedule 2A




Cross-Functional Services SOW




for




Symetra Life Insurance Company (Symetra)




October 28, 2004




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Symetra Life Insurance Company (Symetra)

Schedule 2A—Cross Functional Services SOW




TABLE OF CONTENTS




	 	 	 	 	 
	1.0 Cross Functional Services Overview and Objectives
	 	 	 	 
	 
	 	 	 	 
	1.1 Services Overview
	 	 	 	 
	 
	 	 	 	 
	1.2 Service Objectives
	 	 	 	 
	 
	 	 	 	 
	2.0 Service Environment
	 	 	 	 
	 
	 	 	 	 
	2.1 Scope of the Infrastructure to be Supported
	 	 	 	 
	 
	 	 	 	 
	3.0 Cross Functional Services Requirements
	 	 	 	 
	 
	 	 	 	 
	3.1 Service Descriptions and Roles & Responsibilities
	 	 	 	 
	 
	 	 	 	 
	3.2 Exclusions
	 	 	 	 
	 
	 	 	 	 
	4.0 Service Management
	 	 	 	 
	 
	 	 	 	 
	4.1 Objectives
	 	 	 	 
	 
	 	 	 	 
	4.2 Definitions
	 	 	 	 
	 
	 	 	 	 
	4.3 Service Level Requirements (SLRs)
	 	 	 	 
	 
	 	 	 	 
	4.4 Reports
	 	 	 	 
	 
	 	 	 	 
	5.0 List of Referenced ITSA Schedules
	 	 	 	 






List of Tables




Table 1. General Roles and Responsibilities

Table 2. Planning and Analysis Roles and Responsibilities

Table 3. Requirements Definition Roles and Responsibilities

Table 4. Design Specifications Roles and Responsibilities

Table 5. Acquisition and Management Roles and Responsibilities

Table 6. Engineering/Development Roles and Responsibilities

Table 7. Integration and Testing Roles and Responsibilities

Table 8. Implementation and Migration Roles and Responsibilities

Table 9. Operations and Administration Roles and Responsibilities

Table 10. Incident & Problem Management

Table 11. Maintenance Roles and Responsibilities

Table 12. Configuration Management Roles and Responsibilities

Table 13. Change and Release Management Roles and Responsibilities

Table 14. Capacity Management Roles and Responsibilities




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Schedule 2A—Cross Functional Services SOW




Table 15. Performance Management Roles and Responsibilities

Table 16. Service Level Monitoring and Reporting Responsibilities

Table 17. Account Management Roles and Responsibilities

Table 18. Root Cause Analysis Roles and Responsibilities

Table 19. Training and Knowledge Transfer Roles and Responsibilities

Table 20. Documentation Roles and Responsibilities




Table 21. Technology Refreshment and Replenishment Roles and Responsibilities

Table 22. Security Roles and Responsibilities

Table 23. IT Service Continuity and Disaster Recovery Roles and Responsibilities

Table 24. Environmental and Facilities Support

Table 25. Financial/Chargeback Services

Table 26. Incident Resolution SLRs

Table 27. Priority Levels

Table 28. Backup Schedule

Table 29. Restoration SLR

Table 30. Disaster Recovery SLRs

Table 31. Asset Tracking SLR

Table 32. Customer Satisfaction SLR

Table 33. Cross Functional Services Reports




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Schedule 2A—Cross-Functional Services SOW




1.0 Cross Functional Services Overview and Objectives




1.1 Services Overview




Cross functional Services include a number of common IT life cycle support and management
services that ACS will provide across all Symetra IT Service Towers. Services, activities and
roles and responsibilities described in this Cross-Functional Services SOW are considered within
the scope of each Service Tower (Schedules 2B through 2H). In addition, the Services described in
this Cross-Functional Services SOW shall be included within the IT Services Tower charges as
specified in Schedule 3 – Fees.





Cross Functional SOW




	 	 	 
	Data	 	Distributed	 	 	Data	 	 	Voice	 	 	 	 	 	Output	 	 	Content
	Center	 	Computing	 	 	Network	 	 	Comm.	 	 	Help Desk	 	 	Processing	 	 	Management
	Services	 	Services	 	 	Services	 	 	Services	 	 	Services	 	 	Services	 	 	Services
	SOW	 	SOW	 	 	SOW	 	 	SOW	 	 	SOW	 	 	SOW	 	 	SOW







Figure 1: Service Towers with Cross Functional View




1.2 Service Objectives




The following are the key high-level service objectives Symetra expects to achieve through
this Cross Functional Services SOW:




	 	       n	 	 Ensure that critical IT life cycle and service management functions are
included in all IT Services Tower SOWs
	 
	 	 n 	 	 Receive IT services that consider an end-to-end enterprise view across all IT
Service Towers





Service Environment




Scope of the Infrastructure to be Supported




The service environment section in each IT Services Tower SOW Schedule describes the computing
environment to be supported/complied with. The service environment includes such things as hardware
and software, facilities and locations, personnel, policies and procedures, licenses and
agreements, work-in-progress and future initiatives. As such, this Cross Functional Services SOW
shall apply to the service environments as specified in each IT Service Tower SOW. The service
environments for each IT Service Tower will be documented in SOW Appendices and are to be
maintained by ACS and made available to Symetra quarterly.




	3.0	 	Cross Functional Services Requirements





ACS is responsible for providing the cross functional Services defined in Section 3.1 of this
Schedule for IT Service Towers defined in the following documents:




	 	   n 	 	
Schedule 2B – Data Center Services SOW





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Schedule 2A—Cross-Functional Services SOW





	 	
n 	 	
Schedule 2C – Distributed Computing Services SOW
	 
	 	
n 	 	
Schedule 2D – Data Network Management Services SOW
	 
	 	
n 	 	
Schedule 2E – Voice Communication Services SOW
	 
	 	
n 	 	
Schedule 2F – Help Desk Services SOW
	 
	 	
n 	 	
Schedule 2G – Output Processing Services SOW
	 
	 	
n 	 	
Schedule 2H – Content Management Services SOW





3.1 Service Descriptions and Roles & Responsibilities




3.1.1 General Responsibilities




The following table identifies general roles and responsibilities associated with this SOW. An
“X” is placed in the column under the Party that will be responsible for performing the task. ACS
responsibilities are indicated in the column labeled “ACS.”



General Roles and Responsibilities




	 	 	 	 	 
	General Roles and Responsibilities	 	ACS	 	Symetra
	Provide Services that support Symetra business
needs and End-User requirements
	 	X	 	 
	Comply with Symetra policies and standards and
industry regulations applicable to Symetra for
information, information systems, personnel, physical
and technical security
	 	X	 	 
	Conform to changes in laws, regulations and policies.
Major changes shall be proposed on a
project-by-project effort basis to alter the
environment to conform to the new requirements
	 	X	 	 
	Report performance against SLRs
	 	X	 	 
	1.   Coordinate all changes to the IT
infrastructure
that may affect the service levels of any other
service area
	 	X	 	 
	Provide timely creation, updating, maintenance
and provision of all appropriate project plans,
project time and cost estimates, technical
specifications, management documentation and
management reporting in a form/format that is
acceptable to Symetra for all Service Tower projects
and major Service activities
	 	X	 	 






3.1.2 Planning & Analysis




Planning and analysis Services are the research of new technical trends, products and
services, such as hardware components, system software, and networks that offer opportunities to
improve the efficiency and effectiveness of the Service Towers. Planning Services can also help
support competitive business advantage and mitigate risks by reducing defects and improving the
quality of IT services.



The following table identifies the roles and responsibilities that ACS and Symetra will perform,
and that are associated with planning and analysis activities.



Planning and Analysis Roles and Responsibilities




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	Planning and Analysis Roles and Responsibilities	 	ACS	 	Symetra
	1.    Define services, standards and timeframes for planning and
analysis activities
	 	 	 	X
	2.    Participate in defining services and standards for planning
and
analysis activities
	 	X	 	 
	3.    Review and approve services and standards for planning and
analysis activities
	 	 	 	X
	4.    Define Symetra requirements at the enterprise level for all
Service Towers (e.g. business, technology strategy, functional,
availability, capacity, performance, backup and IT continuity
service)
	 	 	 	X
	5.   Perform infrastructure, configuration, technical and service
planning and analysis based on Symetra requirements (e.g.
availability, capacity, performance, backup and IT continuity
service)
	 	X	 	 
	6.   Provide infrastructure installation and upgrade
recommendations
	 	X	 	 
	7.   Approve infrastructure planning, analysis and recommendations
for
new applications, infrastructure and services
	 	 	 	X
	8.   Provide management reports required for planning and analysis
activities (e.g. utilization and capacity trend reports)
	 	X	 	 
	9.   Recommend data backup and retention policies for all Service
Towers
	 	X	 	 
	10. Define and approve Symetra data backup and retention policies and
requirements for all Service Towers
	 	 	 	X
	11. Continuously monitor technical trends through independent
research; document and report on products and services with potential
use for Symetra as it aligns with Symetra’s business and technology
strategy
	 	X	 	 
	12. Perform feasibility studies for the implementation of new
technologies that best meet Symetra business needs and meet cost,
performance and quality objectives
	 	X	 	 
	13. Define enterprise-level project management policies, procedures
and requirements (e.g. project feasibility analysis, cost benefit
analysis, scheduling, costing, resource planning, communication
planning, procurement, risk management and quality management)
	 	 	 	X
	14. Perform project management function
	 	X	 	 
	15. Perform project management oversight and liaison function to the
business and customers
	 	 	 	X
	16. Conduct technical and business planning sessions to establish
standards, architecture and project initiatives per the planning and
analysis policies and procedures
	 	 	 	X
	17. Participate in technical and business planning sessions to
establish standards, architecture and project initiatives
	 	X	 	 
	18. Conduct regular planning for technology refresh and upgrades
	 	X	 	 
	19. Participate in regular planning for technology refresh and
upgrades
	 	 	 	X
	20. Conduct technical reviews and provide recommendations for
improvements to the infrastructure that increase efficiency and
effectiveness per the planning and analysis policies and procedures
	 	X	 	 






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Schedule 2A—Cross-Functional Services SOW




3.1.3 Requirements Definition




Requirements definition Services are the activities associated with the assessment and
definition of functional, performance, IT continuity, and security requirements that also comply
with regulatory and Symetra policies. These requirements drive the technical design for the
environment. The following table identifies requirements definition roles and responsibilities that
ACS and Symetra will perform.



Requirements Definition Roles and Responsibilities




	 	 	 	 	 
	Requirements Definition Roles and Responsibilities	 	ACS	 	Symetra
	1.   Define requirements and standards
	 	X	 	 
	2.   Participate in defining requirements and standards
	 	 	 	X
	3.   Ensure requirements meet security policies
	 	X	 	 
	4.   Conduct interviews, group workshops, and surveys to determine
user
functional, performance, availability, maintainability and IT
continuity requirements.
	 	X	 	 
	5.   Participate in appropriate requirements gathering activities
	 	 	 	X
	6.   Provide ACS with written information in sufficient detail
pertaining to the requirements definition to enable ACS to create the
appropriate requirements documentation (e.g. business requirements
documentation)
	 	 	 	X
	7.   Document all requirements in mutually agreed formats (e.g.,
system
specifications, data models, network design schematics)
	 	X	 	 
	8.   Approve all requirements documents
	 	 	 	X
	9.    Define system and network acceptance test criteria
	 	X	 	 
	10.  Participate in defining system and network acceptance test
criteria
	 	 	 	X
	11.  Review and approve all system and network acceptance test criteria
	 	 	 	X






3.1.4 Design Specifications




Design specification Services are the activities and deliverables that translate user and
information system requirements into detailed technical specifications. The following table
identifies design specifications roles and responsibilities that ACS and Symetra will perform.



Design Specifications Roles and Responsibilities




	 	 	 	 	 
	Design Specification Roles and Responsibilities	 	ACS	 	Symetra
	1.   Develop and document technical design plans and
environment configuration based on Symetra standards,
architecture, functional, performance, availability,
maintainability, security and IT continuity requirements.
	 	X	 	 
	2.   Determine required system and network upgrade,
replacement and/or conversion requirements (e.g.
hardware, software, networks)
	 	X	 	 
	3.   Review and approve design plans through coordination
with the appropriate Symetra technology standards group
and design architects
	 	 	 	X
	4.   Conduct site surveys for design efforts as required
	 	X	 	 






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Schedule 2A—Cross-Functional Services SOW




	 	 	 	 	 
	Design Specification Roles and Responsibilities	 	ACS	 	Symetra
	5.    Provide ACS with written information in sufficient
detail pertaining to the design specifications to enable
ACS to create the appropriate design documents
	 	 	 	X
	6.    Document and deliver design specifications
	 	X	 	 
	7.    Review and approve design specifications
	 	 	 	X






3.1.5 Acquisition and Management




Acquisition and management Services are the activities associated with the pricing, evaluation
(technical and costing), selection, acquisition, and ongoing management of new and upgraded system
and network components (e.g. hardware, software, circuits). Symetra reserves the right to negotiate
certain contracts for Symetra purchased/leased components. Symetra will manage its acquisition life
cycle. The following table identifies acquisition and management roles and responsibilities that
ACS and Symetra will perform.



Acquisition and Management Roles and Responsibilities




	 	 	 	 	 
	Acquisition and Management Roles and Responsibilities	 	ACS	 	Symetra
	1.   Establish acquisition and tracking policies and procedures
	 	 	 	X
	2.   Review and approve acquisition and tracking policies and
procedures
	 	 	 	X
	3.   Develop and maintain list of ACS-preferred suppliers/vendors
	 	X	 	 
	4.    Approve list of ACS-preferred suppliers/vendors
	 	 	 	X
	5.   Develop and issue acquisition bid requests as required and
approved by Symetra
	 	X	 	 
	6.   Establish audit procedures to ensure compliance with best
practices
	 	 	 	X
	7.   Assist in periodic audits of procurement procedures
	 	X	 	 
	8.    Evaluate proposals against clearly defined objective criteria
	 	X	 	 
	9.   Negotiate contracts for ACS purchased/leased Service
Tower-related components
	 	X	 	 
	10. Manage the ordering, procurement and delivery processes in
compliance with Symetra procurement and acceptance processes
	 	X	 	 
	11. Manage and track ACS purchase orders and service orders
	 	X	 	 
	12. Coordinate delivery and installation of new products and
services, as required
	 	X	 	 
	13. Ensure that new equipment/hardware complies with established
Symetra IT standards and architectures
	 	X	 	 
	14. Review and approve selection of hardware to be installed in
Symetra facilities and software to be installed on Symetra hardware
	 	 	 	X
	15. Review and approve acquisition acceptance process
	 	 	 	X
	16. Adhere to Symetra acquisition acceptance process
	 	X	 	 
	17. Provide tracking data on Symetra Owned Equipment/hardware and
software licenses installed in the Symetra environment
	 	 	 	X
	18. Track ACS and Symetra Owned Equipment/hardware, circuits and
software licenses installed in the Symetra environment
	 	X	 	 
	19. Review tracking methodology
	 	 	 	X






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	Acquisition and Management Roles and Responsibilities	 	ACS	 	Symetra
	20. Review and approve tracking methodology
	 	 	 	X
	21. Install and configure assets
	 	X	 	 
	22. Establish, update, and maintain an asset inventory database and
system and network configuration charts (e.g. location, asset ID,
serial number) and ensure service contracts are in force as needed
to meet SLRs
	 	X	 	 
	23. Track and advise Symetra in a timely manner of expiration and
renewal requirements of device/software licenses
	 	X	 	 
	24. Provide asset inventory and services reports as requested
	 	X	 	 
	25. Provide ability for Symetra inquiry into the asset database
	 	X	 	 
	26. Periodic review/audit asset inventory management procedures
	 	 	 	X
	27. Terminate, dispose of, and relocate assets as needed/specified
and provide disposition reports as needed
	 	X	 	 






3.1.6 Engineering/Development




Engineering/development Services are the activities associated with the engineering and
development of the technical infrastructure, tools and utilities that enhance the IT Service
Towers. The following table identifies engineering/development roles and responsibilities that ACS
and Symetra will perform.



Engineering/Development Roles and Responsibilities




	 	 	 	 	 
	Engineering/Development Roles and Responsibilities	 	ACS	 	Symetra
	1.   Establish engineering/development policies and
procedures
	 	X	 	 
	2.   Participate in developing and review
engineering/development policies and procedures, as
appropriate
	 	 	 	X
	3.   Develop engineering/development plans where
there is an
impact on Symetra entities/facilities and/or other
Third-Party agreements.
	 	X	 	 
	4.   Approve engineering/development plans where
there is an
impact on Symetra entities/facilities and/or other
Third-Party agreements
	 	 	 	X
	5.   Perform engineering functions required
to implement
design plans for additional or new products and services
	 	X	 	 
	6.   Perform engineering functions required to implement
and
manage Service Tower Services on Symetra owned/leased
facilities
	 	X	 	 
	7.   Manage engineering/development efforts using
formal
project management tools and methodologies
	 	X	 	 
	8.   Review and approve engineering/development plans
and
procedures where there is an impact on other Symetra
entities/facilities/Third-Party agreements
	 	 	 	X






3.1.7 Integration and Testing




Integration and testing Services are the activities that ensure that all individual Symetra
infrastructure components configured with, or added to, the infrastructure work together cohesively
to achieve the intended results. The following table identifies integration and testing roles and
responsibilities that ACS and Symetra will perform.



Integration and Testing Roles and Responsibilities




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	Integration and Testing Roles and Responsibilities	 	ACS	 	Symetra
	1.   Develop integration and testing policies and procedures
	 	X	 	 
	2.   Review and approve integration and testing policies and
procedures and deliverables
	 	 	 	X
	3.   Manage integration test environment
	 	X	 	 
	4.   Maintain software release matrices across development,
quality
assurance, and production environments and networks
	 	X	 	 
	5.   Validate and approve the software release matrix
	 	 	 	X
	6.   Conduct integration and security testing for all new and
upgraded equipment, networks, software or services to include unit,
system, integration and regression testing
	 	X	 	 
	7.   Evaluate all new and upgraded equipment, networks, software
or
services for compliance with Symetra security policies, regulations
and procedures
	 	X	 	 
	8.   Assess and communicate the overall impact and potential
risk to
systems and networks prior to implementing changes
	 	X	 	 
	9.   Define user acceptance test requirements
	 	 	 	X
	10. Stage new and upgraded equipment, software or services to
smoothly transition into existing environment
	 	X	 	 
	11. Perform modifications and performance-enhancement adjustments
to Symetra system software and utilities as a result of changes to
architectural standards
	 	X	 	 
	12. Test new releases of supported hardware and software to ensure
conformance with Symetra SLRs
	 	X	 	 
	13. Provide middleware
	 	X	 	 
	14. Provide integration of application software
	 	 	 	X
	15. Perform configuration management and change management
activities
	 	X	 	 






3.1.8 Implementation and Migration




Implementation and migration Services are the activities associated with the installation of
new and upgraded hardware, software and network components. The following table identifies
implementation and migration roles and responsibilities that ACS and Symetra will perform.



Implementation and Migration Roles and Responsibilities




	 	 	 	 	 
	Implementation and Migration Roles and Responsibilities	 	ACS	 	Symetra
	1.   Define system and network implementation and migration
policies and procedures
	 	X	 	 
	2.   Review and approve system and network implementation and
migration policies and procedures
	 	 	 	X
	3.   Notify ACS of equipment migration and redeployment plans
	 	 	 	X
	4.   Coordinate and review all implementation and migration plans
and
schedules with Symetra in advance in accordance with change
management policies
	 	X	 	 
	5.   Approve implementation and migration plans and schedules
	 	 	 	X






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	Implementation and Migration Roles and Responsibilities	 	ACS	 	Symetra
	6.   Conduct pre-installation site surveys, as required
	 	X	 	 
	7.   Install enhancements to technical architecture or services
provided
	 	X	 	 
	8.   Install new or enhanced Service Tower components (e.g. hardware,
software, middleware, utilities, networks, peripherals,
configurations)
	 	X	 	 
	9.   Perform Service Tower component upgrades as a result of new and
enhanced applications and architectures (e.g. hardware, software,
middleware, utilities, networks, peripherals, configurations)
	 	X	 	 
	10. Install physical infrastructure as required (e.g., wiring,
cable plant, cooling etc.)
	 	X	 	 
	11. Coordinate implementation and migration support activities with
Symetra IT staff and ACS help desk
	 	X	 	 
	12. Perform data migration, excluding conversion, by electronic or
manual methods as a result of implementation or migration (e.g.,
databases, network system management repositories, address tables,
management information bases (MIBs))
	 	X	 	 
	13. Perform appropriate tests on all IMACs
	 	X	 	 
	14. Conduct and document user acceptance tests (UAT) plans and
results
	 	X	 	 
	15. Approve user acceptance test plans and results
	 	 	 	X
	16. Provide Symetra IT technical staff and End Users with training
related to the implementation of new products and services on
request
	 	X	 	 






3.1.9 Operations and Administration




Operations and administration Services are the activities associated with providing a stable
IT infrastructure and to effectively and efficiently perform procedures to ensure IT services meet
the SLRs. The following table identifies operations and administration roles and responsibilities
that ACS and Symetra will perform.



Operations and Administration Roles and Responsibilities




	 	 	 	 	 
	Operations and Administration Roles and Responsibilities	 	ACS	 	Symetra
	1.   Provide operations requirements and policies, including
schedules for the operation of Symetra systems and networks
	 	 	 	X
	2.   Participate in developing operations procedures that meet
requirements and adhere to defined policies
	 	X	 	 
	3.   Define and develop operational documentation requirements (run
books, contact lists, operations scripts etc.)
	 	X	 	 
	4.   Approve operations policies and procedures, documentation and
reporting
	 	 	 	X
	5.   Identify enterprise system management tools to monitor the IT
infrastructure and Symetra applications
	 	X	 	 
	6.   Coordinate with Symetra to deploy enterprise system and network
management tools to monitor the IT infrastructure and Symetra
applications
	 	X	 	 






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	Operations and Administration Roles and Responsibilities	 	ACS	 	Symetra
	7.   Install and configure enterprise system and network management
tools in such a fashion that problems, issues and events are
proactively identified, reported and resolved according to prescribed
service levels
	 	X	 	 
	8.   Perform event management monitoring of IT services to detect
abnormal conditions or alarms, log abnormal conditions, analyze the
condition and take corrective action
	 	X	 	 
	9. Manage hardware, software, peripherals, services and spare parts
to meet service levels, minimize down time and minimize Symetra
resource requirements
	 	X	 	 
	10. Interface with help desk and Symetra for Incident & problem
management activities
	 	X	 	 
	11. Provide level 2 and level 3 support as required
	 	X	 	 
	12. Manage and coordinate Subcontractors and Third Parties in order
to meet Service and SLR requirements
	 	X	 	 
	13. Develop and provide operational reports (daily, weekly, monthly)
that provide status of operational activities, production issues, and
key operational metrics
	 	X	 	 
	14. Review and approve operational reports
	 	 	 	X
	15. Manage backup media inventory (tape, disk, optical and other
media type) including the ordering and distribution of media
	 	X	 	 
	16. Perform system and network backups and associated rotation of
media
	 	X	 	 
	17. Archive data media at a secure offsite location
	 	X	 	 
	18. Ensure ongoing capability to recover archived data from media as
specified (backwards compatibility of newer backup equipment)
	 	X	 	 
	19. Test backup media to ensure incremental and full recovery of data
is possible and ensure system and network integrity as required or
requested by Symetra
	 	X	 	 
	20. Recover files, file system or other data required from backup
media as required or requested by Symetra
	 	X	 	 
	21. Provide recovery and backup requirements and updates as they
change
	 	 	 	X
	22. Conduct disaster recovery testing per policies and procedures
	 	X	 	 
	23. Audit operations and administration polices for compliance with
Symetra security policies
	 	 	 	X
	24. Provide a copy of or access to any vendor-supplied documentation
(including updates thereto)
	 	X	 	X






3.1.10 Incident & Problem Management




Incident and problem management Services include the activities associated with restoring
normal service operation as quickly as possible and minimizing the adverse impact on business
operations, thus ensuring that the best possible levels of service quality and availability are
maintained.



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Problem management also includes minimizing the adverse impact of Incidents and problems on the
business that are caused by errors in the IT infrastructure, and to prevent the recurrence of
Incidents related to those errors. In order to achieve this goal, problem management seeks to get
to the root cause of Incidents and then initiate actions to improve or correct the situation.



The following table identifies Incident and problem management roles and responsibilities that ACS
and Symetra will perform.



Incident & Problem Management




	 	 	 	 	 
	Incident and Problem Management Roles and Responsibilities	 	ACS	 	Symetra
	1.   Define Incident and problem management policies and
procedures
	 	X	 	 
	2.   Approve Incident and problem management policies and procedures
	 	 	 	X
	3.    Establish operations and service management quality assurance and
control programs
	 	X	 	 
	4.   Approve operations and service management quality assurance and
control programs
	 	 	 	X
	5.   Perform quality assurance and quality control programs
	 	X	 	 
	6.   Coordinate user support activities with the help desk
	 	X	 	 
	7.   Establish Incident/problem classification by priority
	 	 	 	X
	8.   Establish Incident/problem workflow, escalation, communication
and reporting processes that help to achieve the SLRs
	 	X	 	 
	9.   Review and approve Incident/problem classification,
prioritization and workflow, communication, escalation and reporting
processes
	 	 	 	X
	10. Provide, configure, and operate Incident and problem management
system that tracks Incidents across all IT towers
	 	X	 	 
	11. Provide Symetra access and input capabilities to Incident and
problem tracking system to allow for Incident/problem monitoring and
ad hoc reporting
	 	X	 	 
	12. Manage entire Incident/problem lifecycle including detection,
diagnosis, Symetra status reporting, repair and recovery
	 	X	 	 
	13. Ensure Incident resolution activities conform to defined change
control procedures
	 	X	 	 
	14. Manage efficient workflow of Incidents including the involvement
of Third Party providers (e.g., vendors, public carriers, ISP)
	 	X	 	 
	15. Coordinate and take ownership of problem resolution with Symetra
and Third Parties (e.g., public carriers, ISP)
	 	X	 	 
	16. Perform Root Cause Analysis of Incidents, document findings and
take corrective actions for in-scope Services. Resolve problem
and/or substantiate that all reasonable actions have been taken to
prevent future reoccurrence.
	 	X	 	 
	17. Periodically review the state of open problems and the progress
being made in addressing problems
	 	 	 	X
	18. Participate in problem review sessions and provide listing and
status of problems categorized by problem impact
	 	X	 	 
	19. Authorize close of Symetra initiated priority 1 and 2 Incidents
	 	 	 	X






3.1.11 Maintenance




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Maintenance Services are the activities associated with the maintenance and repair of
hardware, software and networks to include “break-and-fix” services. Installed platform and product
version levels are not to be more than one version behind the current commercial release, unless
coordinated with the Symetra architectural standards committee. The following table identifies
maintenance roles and responsibilities that ACS and Symetra will perform.



Maintenance Roles and Responsibilities




	 	 	 	 	 
	Maintenance Roles and Responsibilities	 	ACS	 	Symetra
	1.   Define maintenance and repair policies and procedures.
	 	X	 	 
	2.   Review and approve maintenance and repair policies and
procedures.
	 	 	 	X
	3.   Define dispatch requirements and point-of-service locations
	 	 	 	X
	4.   Ensure appropriate maintenance coverage for all system and
network components
	 	X	 	 
	5.   Provide maintenance and break/fix support in Symetra’s defined
locations, including dispatching repair technicians to the
point-of-service location if necessary
	 	X	 	 
	6.   Perform diagnostics and maintenance on Service Tower components
including hardware, software, peripherals, networks and special
purpose devices as appropriate
	 	X	 	 
	7.   Install manufacturer field change orders, service packs,
firmware, and software maintenance releases, etc.
	 	X	 	 
	8.   Perform product patch, “bug fix,” service pack installation or
upgrades to the current installed version
	 	X	 	 
	9.   Perform software distribution and version control, both
electronic and manual
	 	X	 	 
	10. Replace defective parts including preventive maintenance,
according to the manufacturer’s published mean-time-between failure
rates
	 	X	 	 
	11. Conduct maintenance and parts management and monitoring during
warranty and off-warranty periods
	 	X	 	 






3.1.12 Configuration Management




Configuration management activities provide a logical model of the infrastructure by
identifying, controlling, maintaining, and verifying installed hardware, software and network
versions. The goal being to account for all IT assets and configurations, provide accurate
information on configurations and provide a sound basis for Incident, problem, change and release
management and to verify configuration records against the infrastructure and correct any
exceptions. The following table identifies configuration management roles and responsibilities that
ACS and Symetra will perform.



Configuration Management Roles and Responsibilities




	 	 	 	 	 
	Configuration Management Roles and Responsibilities	 	ACS	 	Symetra
	1.   Define configuration management policies and
procedures.
	 	X	 	 
	2.   Establish process for tracking configuration changes.
	 	X	 	 
	3.   Approve configuration management policies, procedures and
processes.
	 	 	 	X






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	Configuration Management Roles and Responsibilities	 	ACS	 	Symetra
	4.   Establish configuration management database per Symetra
requirements.
	 	X	 	 
	5.   Approve configuration management database
	 	 	 	X
	6.   Select, install and maintain configuration management tools
	 	X	 	 
	7.   Enter/upload configuration data into configuration database
	 	X	 	 
	8.   Establish process interfaces to problem and incident
management, change management, technical support, maintenance
and asset management processes
	 	X	 	 
	9.   Establish appropriate authorization controls for modifying
configuration items and verify compliance with software
licensing
	 	X	 	 
	10. Establish guidelines for physical and logical separation
between development, test and production and the process for
deploying and back out of configuration items
	 	X	 	 
	11. Establish configuration baselines as reference points for
rebuilds, and providing ability to revert to stable
configuration states
	 	X	 	 
	12. Establish process for verifying the accuracy of
configuration items, adherence to configuration management
process and identifying process deficiencies
	 	X	 	 
	13. Provide Symetra configuration management reports as
required and defined by Symetra
	 	X	 	 
	14. Audit configuration management process and accuracy of
configuration data
	 	 	 	X






3.1.13
Change and Release Management




Change and release management processes and activities are inter-related and complementary. A
high level description of each is provided below.



Change management activities are to ensure that standardized methods and procedures are used for
efficient and prompt handling of all changes, in order to minimize the impact of change upon
Service quality and consequently to improve the day-to-day operations of the organization. Change
management covers all aspects of managing the
introduction and implementation of all changes affecting all IT Services Towers and in any of the
management processes, tools, and methodologies designed and utilized to support the IT systems and
networks. The change management process includes the following process steps:




	 	
n 	 	
Request process
	 
	 	
n 	 	
Recording/tracking process
	 
	 	
n 	 	
Prioritization process
	 
	 	
n
	 	
Responsibility assignment process
	 
	 	
n
	 	
 Impact/risk assessment process
	 
	 	
n
	 	
 Review / approval process
	 
	 	
n
	 	
Implementation process
	 
	 	
n
	 	
 Verification (test) process
	 
	 	
n
	 	

 Release process





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n
	 	
 Closure process





Release management activities take a holistic view of a change to an IT Service and should ensure
that all aspects of a release, both technical and non-technical, are considered together. The goals
are to plan and oversee the successful rollout of software, hardware and network; design and
implement efficient procedures for distribution and installation of changes. The activities also
ensure that only correct, authorized and tested versions are installed and that changes are
traceable and secure. Execution and back-out plans shall be documented and approved by Symetra.
Master copies of new versions shall be secured in a software library and configuration databases
shall be updated.



The following table identifies change management and release management roles and responsibilities
that ACS and Symetra will perform.



Change and Release Management Roles and Responsibilities




	 	 	 	 	 
	Change and Release Management Roles and Responsibilities	 	ACS	 	Symetra
	1.   Recommend change and release management policies,
procedures, processes and training requirements for Symetra
infrastructure
	 	X	 	 
	2.   Participate in change and release management policies,
procedures, processes and training requirements for Symetra
infrastructure
	 	 	 	X
	3.   Establish change classifications (impact, priority, risk)
and
change authorization process
	 	 	 	X
	4.   Participate in the development of the change management
and
release management procedures and policies
	 	 	 	X
	5.   Approve change and release management procedures and policies
	 	 	 	X
	6.   Administer the version control system as it relates to release
management of Symetra custom applications
	 	X	 	 
	7.   Document and classify proposed changes to the Symetra Service
Towers. Documentation shall include cost and risk impact and back
out plans of those changes and establish release management plans
for major changes.
	 	X	 	 
	8.   Develop and maintain a schedule of planned changes and provide
to Symetra for review as required
	 	X	 	 
	9.   Determine change logistics
	 	X	 	 
	10. Schedule and conduct change management meeting to include
review of planned changes and results of changes made
	 	X	 	 
	11. Provide change documentation as requested
	 	X	 	 
	12. Authorize and approve scheduled changes or alter the schedule
of any or all change requests
	 	 	 	X
	13. Review release management details and alter as appropriate to
meet the needs of Symetra (back out plan, go/no go decision)
	 	X	 	 
	14. Notify Symetra affected clients of change timing and impact
	 	X	 	 
	15. Implement change and adhere to detailed release plans
	 	X	 	 
	16. Modify configuration, asset management Items, service catalog
(if applicable) to reflect change
	 	X	 	 
	17. Verify that change met objectives and resolve negative impacts
	 	X	 	 
	18. Monitor changes and report results of changes and impacts
	 	X	 	 






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	Change and Release Management Roles and Responsibilities	 	ACS	 	Symetra
	19. Conduct user acceptance tests as required
	 	 	 	X
	20. Perform quality control audits and approve change control
results
	 	 	 	X
	21. Maintain master copies of new versions in a secured software
library and update configuration databases
	 	X	 	 






3.1.14 Capacity Management




Capacity management involves ensuring that the capacity of the IT infrastructure matches the
evolving demands of Symetra’s business in the most cost-effective and timely manner. The process
encompasses the following:




	 	
n
	 	

 Monitoring performance and throughput of IT services and supporting IT
components
	 
	 	
n
	 	

Undertaking tuning activities
	 
	 	
n
	 	

 Understanding current demands and forecasting for future requirements
	 
	 	n

	 	

Developing capacity plans which will meet demand and SLRs
	 
	 	n
	 	
Conducting risk assessment of capacity recommendations
	 
	 	n

	 	

 Identifying financial impacts of capacity plans





The following table identifies capacity management roles and responsibilities that ACS and Symetra
will perform.



Capacity Management Roles and Responsibilities




	 	 	 	 	 
	Capacity Management Roles and Responsibilities	 	ACS	 	Symetra
	1.   Identify future business requirements that will alter
capacity requirements
	 	 	 	X
	2.   Participate in all capacity planning activities
	 	 	 	X
	3.   Assess capacity impacts when adding, removing or
modifying
applications
	 	X	 	X
	4.   Assess impact/risk of capacity changes
	 	X	 	 
	5.   Establish comprehensive capacity management planning
process
	 	X	 	 
	6.   Review and approve capacity management planning process
	 	 	 	X
	7.   Define, develop and implement tools that allow for the
effective capacity monitoring/trending of IT infrastructure,
system software, and IT components. This excludes business
applications unless mutually agreed otherwise.
	 	X	 	 
	8.   Continually monitor IT resource usage to enable
proactive
identification of capacity and performance issues
	 	X	 	 
	9.   Capture trending information and forecast future Symetra
capacity requirements based on Symetra defined thresholds
	 	X	 	 
	10. Assess incidents/problems related to throughput performance
	 	X	 	 
	11. Recommend changes to capacity to improve Service
performance
	 	X	 	 
	12. Approve capacity related recommendations
	 	 	 	X






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	Capacity Management Roles and Responsibilities	 	ACS	 	Symetra
	13. Maintain capacity levels to optimize use of existing IT
resources and minimize Symetra costs to deliver Services at
agreed to service levels
	 	X	 	 
	14. Ensure adequate capacity exists within the IT environment
to meet SLR requirements taking into account daily, weekly and
seasonal variations in capacity demands
	 	X	 	 






3.1.15 Performance Management




Performance management Services are the activities associated with tuning systems and networks
for optimal performance. The following table identifies performance management roles and
responsibilities that ACS and Symetra will perform.



Performance Management Roles and Responsibilities




	 	 	 	 	 
	Performance Management Roles and Responsibilities	 	ACS	 	Symetra
	1.   Develop and document system and network performance
requirements
	 	X	 	 
	2.   Approve system and network performance requirements
	 	 	 	X
	3.   Develop and document performance management
procedures that meet requirements and adhere to
defined policies
	 	X	 	 
	4.   Approve performance management procedures
	 	 	 	X
	5.   Perform system and network tuning to maintain
optimum performance in accordance with change
management procedures
	 	X	 	 
	6.   Manage system and network resources (e.g. devices
and traffic) to meet defined availability and
performance SLRs
	 	X	 	 
	7.   Provide regular monitoring and reporting of system
and network performance, utilization and efficiency
	 	X	 	 
	8.   Evaluate, identify and recommend configurations or
changes to configurations which will enhance
performance
	 	X	 	 
	9.   Develop improvement plans as required to meet SLRs
	 	X	 	 
	10. Authorize improvement plans
	 	 	 	X
	11. Implement improvement plans and coordinate
with Third Parties as required
	 	X	 	 
	12. Provide technical advice and support to the
application maintenance and development staffs as
required
	 	X	 	 






3.1.16 Service Level Monitoring and Reporting




Monitoring and reporting Services are the activities associated with monitoring and reporting
of service delivery with respect to SLRs. In addition, ACS shall report system management
information (e.g., performance metrics, and system accounting information) to the designated
Symetra representatives in a format agreed to by Symetra. The following table identifies
monitoring and reporting roles and responsibilities that ACS and Symetra will perform.



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Service Level Monitoring and Reporting Responsibilities




	 	 	 	 	 
	Service Level Monitoring Roles and Responsibilities	 	ACS	 	Symetra
	1.   Approve and document SLRs and reporting cycles
	 	 	 	X
	2.   Document SLRs and SLAs
	 	 	 	X
	3.   Report on service performance improvement results
	 	X	 	 
	4.   Coordinate SLA monitoring and reporting with
designated
Symetra representative and Third-Party vendors, as
required
	 	X	 	 
	5.   Measure, analyze, and provide management reports on
performance relative to requirements
	 	X	 	 
	6.   Develop service level improvement plans where
appropriate
	 	X	 	 
	7.   Review and approve improvement plans
	 	 	 	X
	8.   Implement improvement plans
	 	X	 	 
	9.   Review and approve SLA metrics and performance
reports
	 	 	 	X
	10. Provide Symetra portal access to performance and SLA
reporting and monitoring system
	 	X	 	 






3.1.17 Account Management




Account management Services are the activities associated with the ongoing management of the
service environment. The following table identifies account management roles and responsibilities
that ACS and Symetra will perform.



Account Management Roles and Responsibilities




	 	 	 	 	 
	Account Management Roles and Responsibilities	 	ACS	 	Symetra
	1.   Develop and document account management structure,
planning and procedures
	 	X	 	 
	2.   Approve account management structure, planning and
procedures
	 	 	 	X
	3.   Develop a detailed “IT” service catalog which details
services offered including all service options, pricing,
installation timeframes, order process (new, change & remove
service) and prerequisites
	 	X	 	 
	4.   Develop a service ordering process that clearly defines
how
to order, change or delete Services
	 	X	 	 
	5.   Recommend criteria and formats for administrative, service
activity and service level reporting
	 	 	 	X
	6.   Approve criteria and formats for administrative, service
activity and service level reporting
	 	X	 	 
	7.   Develop and implement customer satisfaction program for
tracking the quality of Service delivery to End Users
	 	 	 	X
	8.   Provide stewardship reporting (e.g. statistics, trends,
audits)
	 	X	 	 






3.1.18 Root Cause Analysis




ACS will develop, implement, and maintain a Root Cause Analysis (RCA) process and perform the
activities required to diagnose, analyze, recommend, and take corrective measures to prevent
recurring problems and/or trends. The following table identifies Root Cause Analysis roles and
responsibilities that ACS and Symetra will perform.



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Root Cause Analysis Roles and Responsibilities




	 	 	 	 	 
	Root Cause Analysis Roles and Responsibilities	 	ACS	 	Symetra
	1.   Identify requirements and policies for Root Cause
Analysis (RCA) (e.g. events that trigger an RCA)
	 	 	 	X
	2.   Develop procedures for performing an RCA that meet
requirements and adhere to defined policies
	 	X	 	 
	3.   Approve RCA procedures
	 	 	 	X
	4.   Conduct proactive trend analysis to identify recurring
problems
	 	X	 	 
	5.   Track and report recurring problems or failures and
provide
associated consequences of problems if there is a business
impact to Symetra
	 	X	 	 
	6.   Recommend solutions to address recurring problems or
failures
	 	X	 	 
	7.   Approve solutions to address recurring problems or failures
	 	 	 	X
	8.   Flag all Priority Level 1 and Priority Level 2 Incidents
that
require Root Cause Analysis
	 	X	 	 
	9.   Identify root cause of Priority Level 1 and Priority
Level 2
Incidents and recommend appropriate resolution action
	 	X	 	 
	10. Approve solutions to address Priority Level 1 and Priority
Level 2 Incidents
	 	 	 	X
	11. Provide status report detailing the root cause of and
procedure for correcting recurring problems and Priority Level 1
and Priority Level 2 incidents until closure as determined by
Symetra
	 	X	 	 






3.1.19 Training and Knowledge Transfer




Training and knowledge transfer Services consist of:




	 	a.	 	ACS will provide training for the improvement of skills through education
and instruction for ACS’ staff. ACS will participate in any initial and on-going
training delivered by Symetra as required that would provide a learning opportunity
about Symetra’s business and technical environment
	 
	 	b.	 	ACS will provide for Symetra retained technical staff for the express
purpose of exploitation of the functions and features of the Symetra computing
environment. Delivery methods may include classroom style, computer-based,
individual, or other appropriate means of instruction.
	 
	 	c.	 	ACS will provide Symetra selected Industry standards based training for
those areas which it is certified to teach (Six Sigma for example) ACS will also
coordinate with Symetra on other available industry training for which there may be
associated costs.





The following table identifies training and knowledge transfer roles and responsibilities that ACS
and Symetra will perform.



Training and Knowledge Transfer Roles and Responsibilities




	 	 	 	 	 
	Training and Knowledge Transfer Roles and Responsibilities	 	ACS	 	Symetra
	1.   Develop and document training and knowledge database
requirements and policies
	 	X	 	 
	2.   Participate in development, review and approve training
requirements
	 	 	 	X






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	Training and Knowledge Transfer Roles and Responsibilities	 	ACS	 	Symetra
	3.   Develop and document procedures that meet training requirements
and adhere to defined policies
	 	X	 	 
	4.   Approve training procedures
	 	 	 	X
	5.   Develop program to instruct Symetra personnel on the provision
of
ACS Services (e.g., “rules of engagement”, requesting services, etc.)
	 	X	 	 
	6.   Approve ACS developed training program
	 	 	 	X
	7.  Develop, implement and maintain an Symetra accessible knowledge
database/portal
	 	X	 	 
	8.   Develop and implement knowledge transfer procedures to ensure
that
more than one individual understands key components of the business
and technical environment
	 	X	 	 
	9.   Participate in Symetra delivered instruction on the business and
technical environment
	 	X	 	 
	10. Develop and document training requirements that support the
ongoing provision of Symetra services, including refresher courses as
needed and instruction on new functionality
	 	X	 	 
	11. Take training classes as needed to remain current with systems,
software, features and functions for which Help Desk support is
provided in order to improve Service performance (e.g. First Call
Resolution)
	 	X	 	 
	12. Provide training when substantive (as defined between the Symetra
and ACS) technological changes (e.g., new systems or functionality,
etc.) are introduced into the Symetra environment to facilitate full
exploitation of all relevant functional features
	 	X	 	 
	13. Provide training materials for Symetra technical staff for Level
1 supported applications
	 	X	 	 
	14. Provide on going training materials for Help Desk personnel on
the Symetra business and technical environments as defined by Symetra
	 	 	 	X
	15. Provide Symetra selected classroom-style and computer-based
training (case-by-cases basis) for standard commercial-off-the-shelf
(COTS) applications
	 	X	 	 






3.1.20 Documentation




Documentation Services are the activities associated with developing, revising, maintaining,
reproducing, and distributing information in hard copy and electronic form. The following table
identifies documentation roles and responsibilities that ACS and Symetra will perform.



Documentation Roles and Responsibilities




	 	 	 	 	 
	Documentation Roles and Responsibilities	 	ACS	 	Symetra
	1.   Define documentation requirements and formats
	 	X	 	 
	2.   Participate in defining documentation requirements
and
formats as appropriate
	 	 	 	X
	3.   Approve documentation requirements and formats
	 	 	 	X
	4.   Provide output in agreed format for support of
activities throughout the life cycle of Services as
specified in each Service Tower
	 	X	 	 






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	Documentation Roles and Responsibilities	 	ACS	 	Symetra
	5.   Document system specifications and configurations
(e.g. interconnection topology, configurations, network
diagrams)
	 	X	 	 
	6.   Document standard operating procedures (e.g. boot,
failover, spool management, batch processing, backup,
etc.)
	 	X	 	 
	7.   Document policies, procedures, production &
maintenance schedules and job schedules
	 	X	 	 






3.1.21 Technology Refreshment and Replenishment




Technology refreshment and replenishment Services (TR&R) are the activities associated with
modernizing the IT infrastructure on a continual basis to ensure that the system components stay
current with evolving industry standard technology platforms. The following table identifies
technology refreshment and replenishment roles and responsibilities that ACS and Symetra will
perform.



Technology Refreshment and Replenishment Roles and Responsibilities




	 	 	 	 	 
	TR&R Roles and Responsibilities	 	ACS	 	Symetra
	1.   Recommend and establish TR&R life-cycle management
policies, procedures and plans appropriate for support of
Symetra business requirements
	 	X	 	 
	2.   Approve TR&R policies, procedures and plans in accordance
with the change and release management process
	 	 	 	X
	3.   Manage, maintain, and update as necessary, the approved
TR&R
policies, procedures, and plans
	 	X	 	 
	4.   Perform the necessary tasks required to fulfill the TR&R
plans
	 	X	 	 
	5.   Provide management reports on the progress of the TR&R
plans
	 	X	 	 
	6.   Periodically review the approved TR&R implementation plans
to ensure they properly support Symetra business requirements
	 	 	 	X






3.1.22 Security (physical/logical access to systems)




Security management Services include physical and logical security of Symetra assets, virus
protection, and other security services in compliance with Symetra security requirements and all
applicable regulatory requirements. The following table identifies Security roles and
responsibilities that ACS and Symetra will perform.



Security Roles and Responsibilities




	 	 	 	 	 
	Security Roles and Responsibilities	 	ACS	 	Symetra
	1.   Define security requirements, standards, procedures and
policies including regulatory requirements
	 	 	 	X
	2.   Assist in developing security standards, policies, and
procedures including industry best practices
	 	X	 	 
	3.   Conduct risk assessment to identify control or security gaps
	 	 	 	X
	4.   Provide security plan and IT infrastructure based on security
requirements, standards, procedures, policies and risks
	 	X	 	 
	5.   Review and approve security plans
	 	 	 	X
	6.   Implement security plans consistent with Symetra security
policies
	 	X	 	 






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	Security Roles and Responsibilities	 	ACS	 	Symetra
	7.   Establish access profiles and policies for adding, changing,
enabling/disabling and deleting log-on access of Symetra employees,
agents and subcontractors
	 	 	 	X
	8.   Perform log-on/security-level access changes as detailed in
profiles and policies
	 	X	 	 
	9.   Report security violations to Symetra per Symetra policies
	 	X	 	 
	10. Resolve security violations internal to Symetra
	 	 	 	X
	11. Resolve security violations that originate outside of the
hosted network(s). Specifics examples include denial of service
attacks, spoofing, Web exploits
	 	X	 	 
	12. Actively participate in industry standard security forums and
users groups. Demonstrate the ability to remain up to date with
current security trends, threats, and common exploits.
	 	X	 	 
	13. Review all security patches relevant to the IT environment and
classify the need and speed in which the security patches should be
installed as defined by security policies.
	 	X	 	 
	14. Install security patches
	 	X	 	 
	15. Perform periodic security audits
	 	 	 	X
	16. Maintain all documentation required for security audits and
internal control and control testing
	 	X	 	 
	17. Allow Third Party security audits
	 	X	 	 






3.1.23 IT Service Continuity and Disaster Recovery Services




ACS must demonstrate that it will consistently meet or exceed Symetra IT continuity and
disaster recovery requirements. The following table identifies IT Service continuity and disaster
recovery roles and responsibilities that ACS and Symetra will perform.



IT Service Continuity and Disaster Recovery Roles and Responsibilities




	 	 	 	 	 
	IT Service Continuity and Disaster Recovery Roles and	 	 	 	 
	Responsibilities	 	ACS	 	Symetra
	1.   Define Symetra IT Service continuity and disaster recovery
strategy, requirements and scenarios
	 	 	 	X
	2.   Recommend best practice IT Service continuity and disaster
recovery strategies, policies and procedures
	 	X	 	 
	3.   As needed, assist Symetra in other IT continuity and emergency
management activities
	 	X	 	 
	4.   Develop detailed disaster recovery plan to achieve disaster
recovery requirements
	 	X	 	 
	5.   Define data (file system, database, flat files etc. etc.)
replication, backup and retention requirements
	 	 	 	X
	6.   Establish processes to ensure disaster recovery plans are
kept up
to date and reflect changes in Symetra environment
	 	X	 	 
	7.   Review & approve disaster recovery plan
	 	 	 	X
	8.   Establish disaster recovery test requirements
	 	 	 	X
	9.   Perform scheduled ACS disaster recovery tests per Symetra
policies
	 	X	 	 






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	IT Service Continuity and Disaster Recovery Roles and	 	 	 	 
	Responsibilities	 	ACS	 	Symetra
	10. Coordinate involvement of users for disaster recovery testing
	 	 	 	X
	11. Participate in disaster recovery tests
	 	 	 	X
	12. Track and report disaster recovery test results to Symetra
	 	X	 	 
	13. Review & approve disaster recovery testing results
	 	 	 	X
	14. Develop action plan to address disaster recovery testing results
	 	X	 	 
	15. Approve action plan
	 	 	 	X
	16. Implement action plan and provide on going status until
completion
	 	X	 	 
	17. Initiate the disaster recovery plan in the event of an Symetra
disaster recovery situation per the disaster recovery policies and
procedures
	 	 	 	X
	18. Initiate the disaster recovery plan in the event of an ACS
disaster recovery situation and notify Symetra per disaster recovery
polices and procedures
	 	X	 	 
	19. Coordinate with Symetra during an ACS disaster recovery
situation per disaster recovery policies and procedures
	 	X	 	 






3.1.24 Environment and Facilities Support




ACS will perform services and activities associated with maintaining environmental
requirements at designated Symetra locations. The following table identifies environment and
facilities support roles and responsibilities that ACS and Symetra will perform.



Environmental and Facilities Support




	 	 	 	 	 
	Environmental and Facilities Support Roles and Responsibilities	 	ACS	 	Symetra
	1.   Identify requirements for Symetra environment and facilities
support
	 	 	 	X
	2.   Identify requirements for Symetra environment for ACS supported
components
	 	X	 	 
	3.   Develop and document procedures for environment and facilities Support
	 	 	 	X
	4.   Approve environment and facilities support procedures
	 	 	 	X
	5.   Remote monitor the designated Symetra environmental systems (e.g., UPS)
in rooms housing computing hardware and network devices where Symetra
ensures the appropriate monitoring equipment is installed in remote
locations
	 	X	 	 
	6.   Develop and recommend improvement plans for Symetra monitored
facilities as needed to maintain an effective and secure computing
environment
	 	X	 	 
	7.   Implement or coordinate the implementation of all approved upgrades
and
installations
	 	 	 	X
	8.   Coordinate Symetra Site activities of all personnel (i.e., ACS
employees and others) working in equipment locations (e.g., equipment
rooms, network equipment closets)
	 	 	 	X
	9.   Ensure that facilities support activities conform to the requirements
of defined change management processes
	 	 	 	X






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Symetra  Insurance Company (Symetra)

Schedule 2A—Cross-Functional Services SOW




3.1.25 Financial/Chargeback Management and Invoicing




ACS will provide financial/chargeback management that will allow Symetra to chargeback its
internal business units for actual usage of IT resources and to receive accurate invoices that meet
Symetra requirements. The following table identifies financial/chargeback management and invoicing
roles and responsibilities that ACS and Symetra will perform.



Financial/Chargeback Services




	 	 	 	 	 
	Financial/Chargeback Roles and Responsibilities	 	ACS	 	Symetra
	1. Identify chargeback and reporting requirements
	 	 	 	X
	2. Document and maintain Symetra chargeback reporting
requirements
	 	X	 	 
	3. Approve chargeback reports
	 	 	 	X
	4. Provide chargeback reports
	 	X	 	 
	5. Identify invoicing requirements
	 	 	 	X
	6. Document and maintain invoicing requirements
	 	X	 	 
	7. Provide invoices per Symetra requirements
	 	X	 	 
	8. Approve invoices
	 	 	 	X






3.2 Exclusions




The following items are specifically excluded
from this Cross Functional Services SOW:



          a. None




4.0 Service Management




4.1 Objectives




A key objective of the Agreement is to attain the SLRs. SLRs specific to Service Towers are
identified in the Service Management section of each IT Service Tower SOW. SLRs applicable across
all Service Towers are identified in this Cross Functional Services SOW below. Specific Service
Tower and Cross Functional Service Level Agreements (SLAs) are specified with Fee Reductions where
business is impacted through failure to meet their respective SLRs. SLRs are detailed in the
Service Level Requirements section of each SOW and SLAs are detailed in Schedule 5  — Fee
Reductions.



ACS shall provide written reports to Symetra regarding ACS’s compliance with the SLRs specified in
each SOW Schedule.



4.2 Definitions




The following defined terms shall apply to this Cross Functional Services SOW and the
applicable SLRs/SLAs:



SL1 (Storage Level 1) – SAN storage based upon a utility pricing model which is subject to storage
SLAs requiring data set restoration to commence within 3 hours or less following a request. SL1
applies to both mainframe and midrange/server systems.



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Symetra Insurance Company (Symetra)

Schedule 2A—Cross-Functional Services SOW




SL2 (Storage Level 2) – SAN storage based upon a
utility pricing model which is subject to storage
SLAs/SLRs requiring data set restoration to commence
within 8 hours or less following a request. SL2 applies
to both mainframe and midrange/server systems.



4.3 Service Level Requirements (SLRs)




The following SLRs represent minimum service levels required across all IT Service Towers. ACS
must consistently meet or exceed the following SLRs commencing on the Handover Date (unless another
date is expressly set forth in a particular SLR) that is applicable to Cross Functional Services.
Cross Functional Services SLRs associated with Fee Reductions are detailed in Schedule 5  — Fee
Reductions.



Incident Resolution SLRs




	 	 	 
	Definition

	 	Time to resolve following responses to different Incident priority classifications.


Each IT Services Tower SOW categorizes incidents according to the Incident Resolution
Priorities listed below. Service Tower Incident categorizations are referenced in the
Service Environment section of each Service Tower SOW.






Incident Resolution SLRs




	 	 	 	 	 	 	 
	 	 	 	 	Performance	 	SLR Performance %
	Incident Resolution	 	Service Measure	 	Target	 	All QoS Levels
	Priority 1

	 	Time to resolve
	 	<2 hour
	 	[***]%
	Priority 2

	 	Time to resolve
	 	<4 hours
	 	[***]%
	Priority 3

	 	Time to resolve
	 	<8 hours
	 	[***]%
	Priority 4

	 	Time to resolve
	 	Next Business Day

or as prioritized

by ACS
	 	[***]%
	Root Cause Analysis for 

Priority 1 & Priority 2

Incidents

	 	Time to report
	 	Within 24 hours of
Incident resolution
	 	[***]%
	 	 	Formula	 	Number of requests completed within
Performance Target/Total of all requests
occurring during Measurement Interval
	 	 	Measurement Interval	 	Capture daily, measure monthly, report

monthly within approved operational

windows
	 	 	Measurement Tool	 	To be agreed by the Parties








Portions
marked [***] have been omitted pursuant to a Confidential
Treatment Request by Symetra Financial Corp., this information has
been filed separately with the Securities and Exchange Commission.






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Symetra Insurance Company (Symetra)

Schedule 2A—Cross-Functional Services SOW




Priority Levels




	 	 	 
	Priority Level	 	Description
	1 - Emergency/Urgent
	 	The problem has caused a complete and immediate work stoppage affecting a
primary business process or a broad group of users such as an entire
department, floor, branch, line of business, or external customer. No work
around available.

	 	 	 

	 	 	Examples:

	 	 	 

	 	 	Major application problem (e.g. payroll, call center, etc.)


Severe problem during critical periods (e.g. month-end processing)


Security violation (e.g. denial of service, widespread virus, etc.)

	 	 	 

	2 - High
	 	A business process is affected in such a way that business functions are
severely degraded, multiple End-Users are impacted or a key customer is
affected. A workaround may be available; however the workaround is not easily
sustainable.

	 	 	 

	 	 	Examples:

	 	 	 

	 	 	Major application (e.g. exchange)


VIP Support

	 	 	 

	3 - Medium
	 	A business process is affected in such a way that certain functions are
unavailable to End-Users or a system and/or service is degraded. A workaround
may be available

	 	 	 

	 	 	Examples:

	 	 	 

	 	 	Telecommunication problem (e.g. Blackberry, PBX digital/analog card)


Workstation problem (e.g. hardware, software)

	 	 	 

	4 - Low
	 	An incident that has little impact on normal business processes and can be
handled on a scheduled basis. A workaround is available.

	 	 	 

	 	 	Examples:

	 	 	 

	 	 	End-User requests (e.g. system enhancement)


Peripheral problems (e.g. network printer)


Preventative maintenance


Benchmarks







4.3.1 Backup and Restore Requirements




ACS shall implement and maintain backup and restoration capabilities for all Service Tower
data, applications and component configurations. ACS shall perform incremental backups, full
backups and full archive backups according to the backup schedule presented below. Recovery
procedures will be capable of restoring Service delivery for failed Service Tower data and
applications according to the Cross Functional Services restoration SLRs listed below. Service
Tower applications requiring scheduled backups are referenced in the Service Environment section of
each Service Tower SOW.



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Schedule 2A—Cross-Functional Services SOW




Backup Schedule




Data Center Computing Services—Backup Schedule and SLRs




	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 	 	 	 	SLR
	Type of	 	Backup	 	Storage	 	Retention/Purge Period	 	 	 	Performance
	Backup	 	Frequency	 	Site	 	Standard	 	Regulatory	 	Target	 	%
	Incremental
(all backups
SLA/SLR will be in
effect 30 days
after the
applicable Handover
Date)
	 	Daily	 	Off-site	 	35 days	 	 	 	Backup frequency	 	[***]%
	Full (Backup)
SLA/SLR will be in
effect 30 days
after the
applicable Handover
Date)
	 	Weekly	 	Off-site	 	5 weeks	 	 	 	Backup frequency	 	[***]%
	Full (Archive)
SLA/SLR will be in
effect 30 days
after the
applicable Handover
Date)
	 	Monthly	 	Off-site	 	Indefinite	 	 	 	Backup frequency	 	[***]%
	All
	 	 	 	 	 	 	 	 	 	Quarterly test of each type	 	[***]%
	 
	 	 	 	 	 	 	 	 	 	of backup restore process	 	 






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.



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Symetra Insurance Company (Symetra)

Schedule 2A—Cross-Functional Services SOW




Restoration SLR




Restoration Services Table




	 	 	 	 	 	 	 
	Restoration	 	Service	 	Performance	 	 
	Type	 	Measure	 	Target	 	SLR Performance %
	SL1 data
restore requests
for production &
regulatory data
(data backup to
intermediate SAN
storage, restore
from intermediate
SAN storage)



(SLA/SLR will be in
effect 90 calendar
days after the
applicable Handover
Date)

	 	Response time
to initiate the
restoration of
Data 1 week
old or less
	 	£ 3 hours
from Symetra
request
	 	[***]%
	SL2 data restore
requests for
recovery of test
data or data volume
back-ups (data
backup to tape;
restore from tape)



(SLA/SLR will be in
effect 90 calendar
days after the
applicable Handover
Date)

	 	Response time
to initiate the
restoration of
Data 1 week
old or less



Response time
to initiate the
restore
Data 1 week
old or less
	 	£ 8 hours
from Symetra
request




£ 8 hours
from Symetra
request
	 	[***]%




[***]%
	 	 	Formula	 	Number of requests completed within
Performance Target /Total of all requests
occurring during Measurement Interval
	 	 	Measurement Interval	 	Capture daily, measure monthly, report
monthly within approved operational

windows
	 	 	Measurement Tool	 	To be agreed by the Parties






4.3.2 INTENTIONALLY LEFT BLANK




4.3.3 Asset Tracking and Management




Within five (5) days after the first day of each calendar quarter, ACS shall select a
statistically valid sample, in accordance with the process specified in the Procedures Manual, to
measure



Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.



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Symetra Insurance Company (Symetra)

Schedule 2A—Cross-Functional Services SOW




ACS’ compliance with the following SLAs pertaining to the accuracy of individual data
elements in the asset tracking database. Accuracy of data shall adhere to the following SLR:



Asset Tracking SLR




Asset Tracking Requirements Table




	 	 	 	 	 	 	 	 	 
	Accuracy of data in
asset database for
desktops/laptops,
peripherals
(including network
attached printers),
hand held devices
and telephone
handsets




(SLA/SLR will be in
effect 90 calendar
days after the
applicable Handover
Date)	 	Accuracy	 	Accuracy percentage of each of the following
data 
elements as determined by audit:

	 	 	 	Data Element
	 	Accuracy Percentage

	 	 	 	Serial number
	 	 	[***]	 
	 	 	 	Location
	 	 	[***]	 
	 	 	 	Hardware/Software
configuration
	 	 	[***]	 
	 
	Accuracy of data
for ACS owned
assets used to
perform Services




(SLA/SLR will be in
effect 90 calendar
days after the
applicable Handover
Date)	 	Accuracy	 	Accuracy percentage of each of the following
data
 elements as determined by audit:

	 	 	 	Data Element
	 	Accuracy Percentage

	 	 	 	Serial number
	 	 	[***]	 
	 	 	 	Location
	 	 	[***]	 
	 	 	 	Hardware/Software
configuration
	 	 	[***]	 
	 	 	Formula	 	Number of tracked assets where
data element is determined to be correct
	 	 	 	 	 


	 	 	 	 	Total number of tracked assets audited.
	 	 	Measurement Interval	 	Audited as specified in Standards and
Procedures Manual (quarterly as of Effective
Date).
	 	 	Measurement Tool	 	To be agreed by the Parties






4.3.4 Annual Customer Satisfaction Survey




Symetra and ACS shall establish a service level linked to customer satisfaction using a
mutually agreed-upon survey, facilitated by a Third Party and designed with Symetra and ACS input.



The Third Party shall supply to Symetra semiannual reports of Symetra business End User
satisfaction, integrating the results of ongoing customer satisfaction surveys for each IT Service
Tower. Upon delivery of each such report, the Parties shall meet to jointly identify any areas of


 Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.



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Symetra Insurance Company (Symetra)

Schedule 2A—Cross-Functional Services SOW




customer dissatisfaction. The Service ACS shall prepare a project plan with Symetra’s input and
approval to resolve customer dissatisfaction identified.



Customer Satisfaction SLR




Customer Satisfaction




	 	 	 	 	 	 	 	 	 
	Customer	 	 	 	 	 	 
	Satisfaction	 	Service Measure	 	Performance Target	 	SLR
	Scheduled survey

	 	Customer satisfaction rate
	 	Users surveyed should be
very satisfied or
satisfied
	 	 	[***]	 
	 	 	Formula	 	Sum of survey result from each
participant/total number of participants
responding to scheduled survey
	 	 	Measurement Interval	 	Measure annually, report annually
	 	 	Measurement Method/Source

data	 	To be agreed by the Parties






4.4 Reports




Without limiting the terms of Section 2.11.1 of the Agreement, ACS shall provide written
reports to Symetra regarding ACS’ compliance with the SLRs and other management reports specified
in this Cross Functional Services SOW.



5.0 List of Referenced ITSA Schedules




	 	 	 
	ITSA Schedule	 	Description
	Schedule 2B

	 	Data Center Services SOW
	Schedule 2C

	 	Distributed Computing Services SOW
	Schedule 2D

	 	Data Network Management Services SOW
	Schedule 2E

	 	Voice Communications Services SOW
	Schedule 2F

	 	Help Desk Services SOW
	Schedule 2G

	 	Output Processing Services SOW
	Schedule 2H

	 	Content Management Services SOW
	Schedule 3

	 	Fees
	Schedule 5

	 	Fee Reductions






Portions
marked [***] have been omitted pursuant to a Confidential
Treatment Request by Symetra Financial Corp., this information has
been filed separately with the Securities and Exchange Commission.




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Symetra Life Insurance Company (Symetra) 

Schedule 2B—Data Center Services SOW




Schedule 2B




Data Center Services SOW




for




Symetra Life Insurance Company (Symetra)




October 28, 2004




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Symetra Life Insurance Company (Symetra) 

Schedule 2B—Data Center Services SOW




TABLE OF CONTENTS




	 	 	 	 	 
	1.0 Data Center Overview and Service Objectives
	 	 	3	 
	 
	 	 	 	 
	1.1 Data Center Services Overview
	 	 	3	 
	 
	 	 	 	 
	1.2 Service Objectives
	 	 	4	 
	 
	 	 	 	 
	2.0 Service Environment
	 	 	4	 
	 
	 	 	 	 
	2.1 Scope of the Infrastructure to be Supported
	 	 	4	 
	 
	 	 	 	 
	2.2 Work-In-Progress
	 	 	5	 
	 
	 	 	 	 
	2.3 Future initiatives
	 	 	5	 
	 
	 	 	 	 
	2.4 Baseline Information
	 	 	5	 
	 
	 	 	 	 
	3.0 Data Center Service Requirements
	 	 	6	 
	 
	 	 	 	 
	3.1 Service Descriptions and Roles & Responsibilities
	 	 	6	 
	 
	 	 	 	 
	3.2 Exclusions
	 	 	13	 
	 
	 	 	 	 
	4.0 Service Management
	 	 	13	 
	 
	 	 	 	 
	4.1 Objectives
	 	 	13	 
	 
	 	 	 	 
	4.2 Definitions
	 	 	13	 
	 
	 	 	 	 
	4.3 Service Level Requirements (SLRs)
	 	 	14	 
	 
	 	 	 	 
	4.4 Reports
	 	 	23	 
	 
	 	 	 	 
	5.0 Referenced SOW Appendices and SOW Schedules
	 	 	23	 
	 
	 	 	 	 
	5.1 Referenced Data Center SOW Appendices
	 	 	23	 
	 
	 	 	 	 
	5.2 Referenced ITSA Schedules
	 	 	23	 






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Symetra Life Insurance Company (Symetra) 

Schedule 2B—Data Center Services SOW




List of Tables



Table 1 – Data Center Baseline Projections



Table 2 – General Roles and Responsibilities



Table 3 – Operations and Administration Roles and Responsibilities



Table 4 – Collaborative Computing Services Roles and Responsibilities



Table 5 – Remote Access Facilities Roles and Responsibilities



Table 6 – Database Administration Roles and Responsibilities



Table 7 – General System Availability SLRs



Table 8 – Application Platform Response Time SLRs



Table 9 – Batch Processing SLRs



Table 10 – Output Delivery SLRs



Table 11 – General Administrative Functions SLRs



Table 12 – System Server Administration SLRs



Table 13 – Server Software Refresh SLRs



Table 14 – System Updates/Refresh Requirements SLRs



Table 15 – Database Administration SLRs



Table 16 – Data Center Reports




1.0 Data Center Overview and Service Objectives




1.1 Data Center Services Overview



Data center Services are the Services and activities, as detailed in the following Data Center
Services SOW, required to provide and support Symetra centralized production, quality assurance,
and development computing environments. The data center environment includes central CPU,
Windows-based systems, disk and tape storage hardware and systems software




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Symetra Life Insurance Company (Symetra) 

Schedule 2B—Data Center Services SOW



that supports centralized databases, business applications, data warehouse and web applications.
Additional application and proprietary systems may be deployed to support the core business systems
and to provide Symetra infrastructure technical support.



As depicted in Figure 1 bellow, in addition to the Service described in this Data Center Services
SOW, ACS is responsible for providing the Services described in Schedule 2A to the Agreement –
Cross Functional Services SOW. Figure 1 depicts the relationship between the Cross Functional
Services SOW, and all SOWs within the scope of the Agreement.




Cross Functional Services SOW




	 	 	 	 	 	 	 	 	 	 	 	 	 
	Data

	 	Distributed
	 	Data
	 	Voice
	 	 	 	Output
	 	Content
	Center
	 	Computing
	 	Network
	 	Comm.
	 	Help Desk
	 	Processing
	 	Management
	Services
	 	Services
	 	Services
	 	Services
	 	Services
	 	Services
	 	Services
	SOW
	 	SOW
	 	SOW
	 	SOW
	 	SOW
	 	SOW
	 	SOW





Figure 1: Service Tower SOWs with cross functional view




1.2 Service Objectives



The following are the key high-level Service objectives Symetra expects to achieve through
outsourced data center Services and this Data Center Services SOW:





	 	n	 	Meet Symetra business needs for highly available, reliable, scalable and secure
Services
	 
	 	n	 	Maintain compliance with industry standards and government regulations
	 
	 	n	 	Acquire Services with Availability guarantees backed by SLAs/SLRs
	 
	 	n	 	Acquire Services that can leverage operational scale and best practices to achieve
optimum commercial price performance
	 
	 	n	 	Adopt a more flexible and variable cost structure versus owning fixed assets
	 
	 	n	 	Acquire ongoing feedback mechanisms to ensure performance meets expectations





2.0 Service Environment




2.1 Scope of the Infrastructure to be Supported



The following sub-sections specify the appendices and other relevant materials containing
details of the data center Services environment. These service environment appendices are to be
maintained by ACS and made available to Symetra on a quarterly basis. (Currently, Safeco Corporate
provides Symetra data center services as a shared service.)




2.1.1 Hardware and Software



A listing and description of the data sets and applications for which database administration
services are to be provided is provided in Appendix B.3 – Data Center Supported Databases.




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Symetra Life Insurance Company (Symetra) 

Schedule 2B—Data Center Services SOW




2.1.2 Service Locations



All Data Center services shall be provided at Provider owned facilities. A listing of Provider
owned, operated or subcontracted centralized and backup facilities providing Data Center services
is provided in Appendix B.4 – Provider Data Center Facilities.




2.1.3 Personnel





	 	a.	 	ACS will be responsible for staffing the data center to meet the
SLRs/SLAs set forth in this SOW and added in the future.





2.1.4 Policies, Procedures and Standards




     INTENTIONALLY LEFT BLANK



2.2 Work-In-Progress




     INTENTIONALLY LEFT BLANK



2.3 Future initiatives




     INTENTIONALLY LEFT BLANK



2.4 Baseline Information



Symetra’s current data center utilization and projected usage is presented below. These
business requirements represent Symetra’s most realistic projection of the Service requirements for
day 1 implementation based on a combination of past trends and current anticipated overall business
direction over the term of the contract.



These metrics, along with other data which may be pertinent for sizing the solution, are reflected
in Schedule 3 to the Agreement-Fees.




Table 1. Data Center Baseline Projections




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	System	 	Type	 	2004	 	2005	 	2006	 	2007	 	2008	 	2009	 	Comments
	Mainframe
Services (MIPS) –
7AM to 5PM AVG

	 	IBM Z/OS
	 	 	250	 	 	 	288	 	 	 	331	 	 	 	380	 	 	 	437	 	 	 	503	 	 	The average MIPS
for a Typical Day
in the middle of
the month. 10 AM to
3PM is peak time.
Days at the end and
beginning of the
month have heavier
usage.
	Mainframe
Services (MIPS) –
7PM to 3AM AVG

	 	IBM Z/OS
	 	 	250	 	 	 	288	 	 	 	331	 	 	 	380	 	 	 	437	 	 	 	503	 	 	A Typical batch
cycle during the
middle of the month
	Mainframe
Services (MIPS) –
Peak Usage at
Quarter End 7PM to
6 AM

	 	IBM Z/0S
	 	 	570	 	 	 	656	 	 	 	754	 	 	 	867	 	 	 	997	 	 	 	1146	 	 	Month-end and the
first few days of
the month also have
increased usage
(250 – 500)






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Schedule 2B—Data Center Services SOW





	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	System	 	Type	 	2004	 	2005	 	2006	 	2007	 	2008	 	2009	 	Comments
	Mainframe DASD
(GB)

	 	IBM
ESS-2105 Raid-5
	 	 	703	 	 	 	879	 	 	 	1098	 	 	 	1373	 	 	 	1716	 	 	 	2145	 	 	Does not include
DB2 log or system
files, sort work
files, etc.
	Mainframe DASD
(GB) — Compressed
DASD or tape with
auto recall to DASD

	 	IBM
ESS-2105 Raid-5
	 	 	803	 	 	 	1004	 	 	 	1255	 	 	 	1568	 	 	 	1960	 	 	 	2451	 	 	This could be
migrated to normal
DASD after
transition
	Mainframe Tapes
(GB)

	 	 3420 (9 Track)
	 	 	334	 	 	 	334	 	 	 	N/A	 	 	 	N/A	 	 	 	N/A	 	 	 	N/A	 	 	Transition to 3490
	Mainframe Tapes
(GB)

	 	 3480 (18 Track)
	 	 	118	 	 	 	118	 	 	 	N/A	 	 	 	N/A	 	 	 	N/A	 	 	 	N/A	 	 	Transition to 3490
	Mainframe Tapes
(GB)

	 	 3490 (36 Track)
	 	 	2896	 	 	 	3041	 	 	 	3193	 	 	 	3352	 	 	 	3520	 	 	 	3696	 	 	 
	Mainframe Tapes
– “Virtual Tapes”
(GB)

	 	 3490 (36 Track)
	 	 	9463	 	 	 	9936	 	 	 	10433	 	 	 	10995	 	 	 	11502	 	 	 	12077	 	 	 
	Mainframe Tapes (GB)

	 	 9840
	 	 	84	 	 	 	84	 	 	 	N/A	 	 	 	N/A	 	 	 	N/A	 	 	 	N/A	 	 	Transition to 3490
	Windows/NT
2000 Servers

	 	All
	 	 	187	 	 	 	187	 	 	 	210	 	 	 	225	 	 	 	239	 	 	 	255	 	 	 






3.0 Data Center Service Requirements




3.1 Service Descriptions and Roles & Responsibilities



In addition to the Services, activities, and roles and responsibilities described in Schedule
2A to the Agreement — Cross Functional Services SOW, ACS shall be responsible for the following
data center support Services.




3.1.1 General Responsibilities



The following table identifies general roles and responsibilities associated with this Data Center
Services SOW. An “X” is placed in the column under the party that will be responsible for
performing the task. ACS responsibilities are indicated in the column labeled “ACS.”




Table 2. General Roles and Responsibilities




	 	 	 	 	 
	General Roles and Responsibilities	 	ACS	 	Symetra
	1.   Manage event and workload processes across all
platforms
	 	X	 	 
	2.   Provide technical support for all hardware/equipment
of the data center computing infrastructure
	 	X	 	 
	3.   Support all infrastructure software
computer-processing Services (including operating
systems, middleware, messaging, collaborative computing
platforms, Internet, intranet and extranet)
	 	X	 	 
	4.   Support data center network operations (including
systems monitoring; problem diagnostics, troubleshooting,
resolution and escalation; security management; and
capacity planning/analysis)
	 	X	 	 






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Schedule 2B—Data Center Services SOW





	 	 	 	 	 
	General Roles and Responsibilities	 	ACS	 	Symetra
	5.   Provide database administration, data management and
storage Services
	 	X	 	 
	6.   Provide data backup and restoration Services in
accordance with Symetra established policies
	 	X	 	 
	7.   Provide disaster recovery Services across all
platforms per the Symetra business impact report
	 	X	 	 
	8.   Provide send/receive electronic data transmissions
including EDI and FTP Services
	 	X	 	 
	9.   Provide and support data center related environmental
elements (HVAC, UPS, power, cable plant, etc)
	 	X	 	 
	10. Coordinate all changes to the data center
infrastructure that may affect the SLAs/SLRs of any other
service area
	 	X	 	 
	11. Create and maintain all appropriate project plans,
project time and cost estimates, technical
specifications, management documentation and management
reporting in a form/format that is acceptable to Symetra
	 	X	 	 
	12. Report performance against SLA/SLR requirements
	 	x	 	 






3.1.2 Data Center Computing Services




3.1.2.1 Operations and Administration



Operations and administration Services are the activities associated with the provisioning and
day-to-day management of the installed systems and software environment.





	 	a.	 	Operations activities include:
	 
	 	 	 	Computer processing for batch and on-line systems (e.g. mainframe, NT server)
	 
	 	 	 	Data storage (i.e. direct access storage devices (DASD), redundant array
of independent disks (RAID), storage area network (SAN), network-attached storage
(NAS), tape and optical)
	 
	 	 	 	Centralized output management for print, microfiche, film, etc.
	 
	 	 	 	Remote output management.
	 
	 	b.	 	Administration activities include:
	 
	 	 	 	Managing user accounts
	 
	 	 	 	Chargeback to users for usage of Services
	 
	 	 	 	Gathering usage statistics and reporting activity to ensure effective use of computing
resources
	 
	 	 	 	Managing transaction definitions (CICS, IMS)




The following table identifies the operations and administration roles and responsibilities that
are specific to this Data Center Services SOW. An “X” is placed in the column under the party that
will be responsible for performing the task. ACS responsibilities are indicated in the column
labeled “ACS.”




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Table 3. Operations and Administration Roles and Responsibilities




	 	 	 	 	 
	Monitoring Operations Roles and Responsibilities	 	ACS	 	Symetra
	1.   Provide console operations for centralized and remote computer
processing unit (CPU) processing centers
	 	X	 	 
	2.   Provide console monitoring, troubleshooting, repair and escalation of
problems in the data center computing environment
	 	X	 	 
	3.   Start-up and shut-down Symetra online/interactive systems according to
defined schedules or upon approved request
	 	X	 	 
	4.   Monitor systems as scheduled and respond accordingly to system messages
	 	X	 	 
	5.   Identify and report application problems
	 	X	 	 
	6.   Resolve or assist in resolving application problems in accordance with
SLRs/SLAs. Escalate as required.
	 	X	 	 
	7.   Support applications test-to-production migration activities
	 	X	 	 






	 	 	 	 	 
	Job Scheduling and Execution Operations Roles and Responsibilities	 	ACS	 	Symetra
	1.   Define job scheduling requirements, interdependencies, Symetra contacts,
and rerun requirements for all production jobs
	 	 	 	X
	2.   Provide job scheduling, job execution, reporting and resolution
	 	X	 	 
	3.   Implement and manage scheduling tools for managing/automating job
execution (e.g. job workflow processes, interdependencies, Symetra
contacts, and rerun requirements file exchange functions and print
management)
	 	X	 	 
	4.   Define test and demand batch scheduling requirements
	 	X	 	 
	5.   Prepare test and demand batch jobs for execution
	 	X	 	 
	6.   Execute test and demand batch jobs on appropriate servers
	 	X	 	 
	7.   Execute production batch jobs on appropriate servers as defined by
Symetra schedules
	 	X	 	 
	8.   Monitor progress of scheduled jobs and identify and resolve issues in
scheduling process
	 	X	 	 
	9.   Maintain database of job scheduling, contact, rerun and interdependencies
	 	X	 	 
	10. Provide quality control for reprocessing activities, such as batch
reruns
	 	X	 	 
	11. Prepare job run parameters
	 	X	 	X
	12. Validate job results per Symetra instructions
	 	X	 	 
	13. Notify Symetra and maintain a history of job completion results
	 	X	 	 






	 	 	 	 	 
	Media Operations Roles and Responsibilities	 	ACS	 	Symetra
	1.   Develop and document media processing procedures that meet requirements
and adhere to defined policies
	 	X	 	 
	2.   Review media processing procedures
	 	 	 	X
	3.   Maintain a media library and media management system
	 	X	 	 






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	Media Operations Roles and Responsibilities	 	ACS	 	Symetra
	4.   Manage the media inventory to ensure that adequate media resources are
available. Coordinate acquisition of additional media as needed.
	 	X	 	 
	5.   Manage input media Availability to meet processing SLRs/SLAs
	 	X	 	 
	6.   Load and manage third-party media
	 	X	 	 
	7.   Provide secure offsite storage for designated media and transport media
to offsite location as required
	 	X	 	 
	8.   Perform periodic audits to ensure proper cataloging of media
	 	X	 	 






	 	 	 	 	 
	Electronic Data Interchange Management Roles and Responsibilities	 	ACS	 	Symetra
	1.   Develop and document EDI management requirements and policies, including
transport, delivery locations and schedule requirements
	 	 	 	X
	2.   Review EDI management procedures
	 	 	 	X
	3.   Develop and maintain a repository of all Symetra EDI distribution
entities
	 	X	 	 
	4.   Execute EDI distribution according to production and test schedules
	 	X	 	 
	5.   Monitor all EDI transactions to ensure proper completion
	 	X	 	 
	6.   Rerun transactions as required and escalate unresolved EDI transactions
to Symetra contact
	 	X	 	 
	7.   Perform recovery operations for EDI transactions as required
	 	X	 	 
	8.   Interface directly with Symetra EDI distribution entities according to
defined, entity unique Symetra procedures
	 	X	 	 






	 	 	 	 	 
	Output Management Roles and Responsibilities	 	ACS	 	Symetra
	1.   Develop and document output management requirements and policies,
including transport, delivery locations and schedule requirements
	 	 	 	X
	2.   Review output management procedures
	 	 	 	X
	3.   Provide print output management and distribution
	 	X	 	 
	4.   Separate and organize printed output materials accordingly
	 	X	 	 
	5.   Ensure that printed output is delivered to Symetra specified delivery
locations according to schedule
	 	X	 	 
	6.   Package and coordinate designated output for pickup by USPS or private
delivery services (e.g., Fedex, UPS, etc.)
	 	X	 	 
	7.   Ensure that output devices are functioning, including performing or
coordinating routine maintenance
	 	X	 	 
	8.   Create and distribute Symetra data products for Symetra customers,
including volume creation (CDs, cartridges, FTP, etc.)
	 	X	 	 
	9.   Manage consumables, such as paper, print ribbons, ink, tapes, etc.
Coordinate acquisition of additional materials as needed
	 	X	 	 






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	Storage and Data Management Roles and Responsibilities	 	ACS	 	Symetra
	1.   Develop and document storage and data management requirements and
policies
	 	 	 	X
	2.   Develop and document procedures for performing storage management that
meet requirements and conform to defined policies
	 	X	 	 
	3.   Review storage management procedures
	 	 	 	X
	4.   Provide data storage services (e.g., RAID array, SAN, NAS, tape,
optical, etc.)
	 	X	 	 
	5.   Monitor and control storage performance according to data management
policies
	 	X	 	 
	6.   Maintain and improve storage resource efficiency and space requirements
	 	X	 	 
	7.   Maintain data set placement and manage catalogs
	 	X	 	 
	8.   Perform data backups and restores per established procedures and
SLRs/SLAs
	 	X	 	 
	9.   Manage file transfers and other data movement activities
	 	X	 	 
	10. Provide input processing, for activities such as loading third-party
tape and receipt and/or transmission of batch files
	 	X	 	 
	11. Support send and receive electronic data transmissions (e.g. EDI, FTP)
	 	X	 	 






	 	 	 	 	 
	Enterprise System Administration Roles and Responsibilities	 	ACS	 	Symetra
	1.   Develop and document enterprise computing systems requirements and
policies
	 	 	 	X
	2.   Develop procedures for performing enterprise systems administration that
meet requirements and adhere to defined policies
	 	X	 	 
	3.   Review and approve enterprise systems administration procedures
	 	 	 	X
	4.   Set up and manage user accounts, perform access control, manage files
and disk space and manage transaction definitions
	 	X	 	 
	5.   Perform system or component configuration changes necessary to support
enterprise computing Services
	 	X	 	 






3.1.2.2 Collaborative Computing Services



ACS will perform the collaborative computing Services and activities associated with the support of
existing and future tools (e.g. GroupWise, MS Exchange, web meetings). These activities include the
acquisition, installation, upgrades, maintenance, support and tuning of system software and
utilities for optimal performance. The following table identifies the collaborative computing roles
and responsibilities.




Table 4. Collaborative Computing Services Roles and Responsibilities




	 	 	 	 	 
	Collaborative Computing Services Roles and Responsibilities	 	ACS	 	Symetra
	1.   Define collaborative computing policies and procedures
	 	 	 	X
	2.   Participate in defining and accept collaborative
computing policies and procedures for functions including
email, calendaring and mail messaging delivery components
	 	X	 	 
	3.   Install, test, provide technical support, database
administration and security administration for
collaborative computing packages
	 	X	 	 
	4.   Provide technical assistance and subject matter
expertise support as required by Symetra staff and
third-party solution providers
	 	X	 	 
	5.   Provide Email archiving to meet regulatory and
compliance requirements
	 	X	 	 






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3.1.2.3 Remote Access Facilities



ACS will perform the remote access facility Services and activities associated with the
installation, management, operations, administration and support of those systems that support
remote access to computing facilities and services (e.g. Citrix Metaframe via dial up and Internet,
web-based mail, VPN etc., extranet access). The following table identifies the remote access
facilities roles and responsibilities.




Table 5. Remote Access Facilities Roles and Responsibilities




	 	 	 	 	 
	Remote Access Facilities Roles and Responsibilities	 	ACS	 	Symetra
	1.   Define remote access policies and procedures
	 	 	 	X
	2.   Participate in defining and accept remote access
policies and procedures
	 	X	 	 
	3.   Install, test, provide technical support,
administration and security administration for remote
access hardware and software
	 	X	 	 
	4.   Provide testing support for defined Symetra
applications that will be made available via remote
access facilities
	 	X	 	 
	5.   Provide technical assistance and subject matter
expertise as required by Symetra infrastructure staff and
third-party solution providers for remote access products
and solutions
	 	X	 	 
	6.   Perform system or component configuration changes
necessary to support remote access Services
	 	X	 	 






3.1.2.4 Database Administration



ACS will provide the database administration support Services and activities associated with the
maintenance and support of existing and future database (e.g. MS SQL server, FoxPro, IMS, DB2,
etc.). This includes responsibility for managing data, namely data set placement, database
performance, and data recovery and integrity at a physical level. The following table identifies
the database administration roles and responsibilities.




Table 6. Database Administration Roles and Responsibilities




	 	 	 	 	 
	Database Administration Roles and Responsibilities	 	ACS	 	Symetra
	1.   Define authorization requirements for users, roles, schemas, etc.
and approve change requests
	 	 	 	X
	2.   Provide security administration including managing role and user
database permissions in accordance with Symetra policies
	 	X	 	 
	3.   Perform database restores from export dumps or backups
	 	X	 	 
	4.   Create/refresh development/test/QA databases from production data
	 	X	 	 
	5.   Execute authorization change requests
	 	X	 	 






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	Database Administration Roles and Responsibilities	 	ACS	 	Symetra
	6.   Define database creation, configuration, upgrade, patches and
refresh requirements
	 	 	 	X
	7.   Execute database creation, configuration, upgrades, patches and
refresh
	 	X	 	 
	8.   Execute all database system level changes (initialization
parameters)
	 	X	 	 
	9.   Execute all schema changes for all instances
	 	X	 	 
	10. Define database data definition requirements for applications (MAC
for tables, triggers, attributes, etc.)
	 	 	 	X
	11. Execute database data definition requirements for applications
(MAC for tables, triggers, attributes, etc.)
	 	X	 	 
	12. Maintain documentation for all database instance parameters and
system settings
	 	X	 	 
	13. Maintain consistency of non-sizing and non-platform specific
database parameters and system settings across all like instances;
consistency must be maintained according to established development to
QA to production life cycle
	 	X	 	 
	14. Define database definition and manipulation requirements for
applications and developer schemas.
	 	 	 	X
	15. Execute database data definitions for non-managed applications and
developer schemas
	 	X	 	 
	16. Define and execute database performance and tuning scripts and
keep database running at optimal performance for Symetra’s workload
	 	X	 	 
	17. Implement and administer appropriate database management tools
across all database instances. Performance metrics and historical data
must be available for trending and reporting over a minimum of 6
months
	 	X	 	 
	18. Identify locking conflicts, latch contention, rollback
requirements, etc. for all database instances.
	 	X	 	 
	19. Resolve locking conflicts, latch contention, rollback
requirements, etc. for all database instances
	 	 	 	X
	20. Provide technical assistance and subject matter expertise to
Symetra applications developers and third-party vendor support
	 	X	 	 
	21. Provide data dictionary expertise, end user data assistance, Data
Warehouse metadata definition, data mapping functions and creation of
data cubes
	 	 	 	X
	22. Monitor database and generate automatic trouble tickets for
problems
	 	X	 	 
	23. Open, track, and manage to resolution all database problems
	 	X	 	 
	24. Patch database software as needed according to established
development to QA to production life cycle
	 	X	 	 
	25. Manage database communication software configuration, installation
and maintenance
	 	X	 	 
	26. Provide database storage management
	 	X	 	 
	27. Define database backup schedules, retention periods, levels (i.e.
full, incremental, or differential)
	 	 	 	X
	28. Execute Symetra’s database backup and recovery policies
	 	X	 	 






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3.2 Exclusions



The following items are specifically excluded from this Data Center Services SOW:





	 	a.	 	Specialized output processing, and scanning





4.0 Service Management




4.1 Objectives



A key objective of the Agreement is to attain service-level requirements (SLRs) and service
level agreements (SLAs). SLRs are detailed in the following sections of this Data Center Service
SOW and SLAs are detailed in Schedule 5 of the Agreement — Fee Reductions.



ACS shall provide written reports to Symetra regarding ACS’ compliance with the SLRs/SLAs specified
in this Data Center Services SOW.




4.2 Definitions



The following defined terms shall apply to this Date Center Services SOW and the applicable
SLRs/SLAs:



Administrative Functions – Routine functions such as setting up userIDs, changing authorization
tables, changing account codes, and similar functions handled by ACS.



Availability - The percentage of time the service is fully operational.




Availability(%) = 100% — unavailability (%)

Where unavailability is defined as:

S outage duration x 100

Scheduled Time – planned outage



Incident Resolution Time – The time elapsed from the initiation of a trouble ticket until service
is restored.



Measurement Interval – The period of time performance will be calculated. This takes into
consideration the impact of continuous outage. For example, a monthly measurement interval for a
99% minimum performance for a 7x24 system with 8 hours of weekly planned downtime would allow 6.4
hours of a continuous outage with no other outages during the month. A weekly interval would only
allow 1.6 hours of a continuous outage.



Online Response Time - Amount of time required to refresh end user screen from point that enter
command is given from end user device. Includes CICS, IMS, DB2, and TSO.



Priority Levels – Symetra-defined category that identifies the degree of Incident importance and
associated ACS response requirements attributed to an Incident.




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Reporting Interval – The time span between regular performance reporting periods.



SL1 (Storage Level 1) – SAN storage based upon a utility pricing model which is subject to storage
SLAs requiring data set restoration to commence within 3 hours or less following a request. SL1
applies to both mainframe and midrange/server systems.



SL2 (Storage Level 2) – SAN storage based upon a utility pricing model which is subject to storage
SLAs/SLRs requiring data set restoration to commence within 8 hours or less following a request.
SL2 applies to both mainframe and midrange/server systems.



Scheduled Time – The time during which Service is to be operational as designated in the applicable
SLR table.



Service Level Requirement (SLR) – The percentage of time or instances that the Target SLR must be
met.



Target – The desired level of service Symetra is seeking for that particular SLA/SLR.




4.3 Service Level Requirements (SLRs)



ACS shall meet the following SLRs commencing on the Handover Date (unless a different date is
expressly set forth in a particular SLR) . ACS must consistently meet or exceed the following SLRs.
SLRs associated with fee reductions are detailed in Schedule 5 of the Agreement — Fee Reductions.
All times referenced are in Pacific Standard Time.




Table 7. General System Availability SLRs




	 	 	 
	Definition

	General system Availability
is defined as the server CPU,
system memory, disks and
peripherals up to the connection
to the network. Availability is
for the single unit and is not the
Availability of the aggregated
servers at Symetra.
	 
	 	 
	 

	All pre-scheduled system
downtime, unless otherwise agreed
upon in advance by Symetra, will
occur:
	 
	 	 
	Pre-Scheduled Downtime
Requirements

	a. 	For the systems with 24x7x365
requirements—all pre-scheduled
maintenance shall be performed
based on Symetra’s change
management policy
	 

	b. 	For systems having non-24x7x365
requirements—pre-scheduled
maintenance shall be performed
outside of the normal system
Availability timeframe






GENERAL SYSTEM AVAILABILITY SLRs




	 	 	 	 	 	 	 
	 	 	Service	 	Performance	 	SLR
	System	 	Measure	 	Target	 	Performance %
	Mainframe OS and
subsystems

	 	Availability per
system (SLA/SLR
will be in effect
90 days after the
applicable Handover
Date)
	 	Sun-Sat, 0000-2400
	 	[***]%






 





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GENERAL SYSTEM AVAILABILITY SLRs




	 	 	 	 	 	 	 
	 	 	Service	 	Performance	 	SLR
	System	 	Measure	 	Target	 	Performance %
	Windows servers

	 	Per Unit
Availability
	 	7x24x365
	 	[***]%
	 
	 	 	 	 	 	 
	QA/Test systems and
servers

	 	Availability per
server
	 	Mon- Sat 0400-1900
	 	[***]%
	 
	 	 	 	 	 	 
	Development servers

	 	Availability per
server
	 	Mon-Sat, 0400-1900
	 	[***]%
	 
	 	 	 	 	 	 
	 	 	Formula	 	Availability(%) = 100% - unavailability (%)
	 
	 	 	 	 	 	 
	 	 	 	 	Where unavailability is defined as:
	 
	 	 	 	 	 	 
	 	 	 	 	(S outage duration x 100%)  ̧ (Schedule Time – planned outage)

	 
	 	 	 	 	 	 
	 	 	 	 	The Parties may mutually agree in accordance with the change management procedures to
treat an emergency upgrade as a “planned outage” for the purposes of the foregoing
calculation.
	 
	 	 	 	 	 	 
	 	 	Measurement Interval	 	Capture daily, measure monthly, report monthly within approved operational windows
	 
	 	 	 	 	 	 
	 	 	Measurement tool	 	To be agreed by the Parties






Table 8. Application Platform Response Time SLRs





			
	Definition	 	End-to-end response time for online
application platforms including (e.g.) CICS,
IMS/DC, TSO, IIS, etc. SLR is associated only to
the detection and notification of abnormal
transactional experiences.






 





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APPLICATION PLATFORM ONLINE RESPONSE TIME SLRs




	 	 	 	 	 	 	 
	 	 	Service	 	Performance	 	SLR
	Application Platform	 	Measure	 	Target	 	Performance %
	Online transaction
performance,
(transaction types
and parameters are
to be agreed by the
Parties during the
120-day baseline
period)

	 	Notification of
failure event of
metric below (SLR
in effect 120
calendar days after
the applicable
Handover Date).
Hourly measurement
of aggregate
transaction
(end-to-end
response time).
	 	Initiate incident
management ticket
and commence
troubleshooting
procedure
£ 1
 hour of
notification during
Business Day Hours,
or
£ 4
hours during
non-Business Day
hours.


Up to (10)
transaction types
and operational
parameters are to
be defined and
maintained by
Symetra for
measurement in a
response time
procedures guide.
	 	[***]%
	 
	 	 	 	 	 	 
	 
	 	 	 	 	 	 
	 	 	Formula	 	Performance = transactions completed within performance Target /total transactions
	 
	 	 	 	 	 	 
	 	 	Measurement Interval	 	Capture daily, measure monthly, report monthly within approved operational windows
	 
	 	 	 	 	 	 
	 	 	Measurement tool	 	To be agreed by the Parties






Table 9. Batch Processing SLRs





			
	Definition	 	Scheduled production batch: jobs include system setup, execution and completion
of normally scheduled production batch jobs
Demand and test batch: jobs include time for system setup and initiation of job
execution for ad-hoc requests, non-standard, and non-prescheduled batch jobs





BATCH PROCESSING SLRs




	 	 	 	 	 	 	 
	Batch Processing	 	Service	 	Performance	 	SLR
	Type	 	Measure	 	Target	 	Performance %
	Scheduled production batch

	 	Per Scheduled Time
(SLA/SLR will be in
effect 90 calendar
days after the
applicable Handover
Date)
	 	Complete jobs per
Symetra’s approved
schedule
	 	[***]%






 





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	Batch Processing	 	Service	 	Performance	 	SLR
	Type	 	Measure	 	Target	 	Performance %
	Month end production batch

	 	Per Scheduled Time
(SLA/SLR will be in
effect 90 calendar
days after the
applicable Handover
Date)
	 	Complete jobs per
Symetra’s approved
schedule
	 	[***]%
	 
	 	 	 	 	 	 
	Demand production batch

	 	Response time
(SLA/SLR will be in
effect 90 calendar
days after the
applicable Handover
Date)
	 	30 minutes to initiation
	 	[***]%
	 
	 	 	 	 	 	 
	Demand test batch

	 	Response time
(SLA/SLR will be in
effect 90 calendar
days after the
applicable Handover
Date)
	 	30 minutes to initiation
	 	[***]%
	 
	 	 	 	 	 	 
	 	 	Formula	 	Total number of jobs completed within
performance Target /total number of jobs
executed during Measurement Interval
	 
	 	 	 	 	 	 
	 	 	Measurement Interval	 	Capture daily, measure monthly, report
monthly within approved operational windows
	 
	 	 	 	 	 	 
	 	 	Measurement tool	 	To be agreed by the Parties






Table 10. Output Delivery SLRs





			
	Definition	 	Symetra –defined data output requirements
for a variety of output delivery formats and
destinations, as well as processing requirements
(includes remote printing and print to file).
Confirmation of delivery and reporting of output
volumes is required. Various ACS systems/servers
direct output to remote printers and other
enterprise systems (fax, pager, e-mail) at
various locations, with output delivered to the
appropriate system according to ACS-approved
schedules and without errors. For delivery to
resources external to ACS control, queuing of
work at ACS hosting site due to Availability of
equipment or a confirmed delivery to the target
destination will fulfill the delivery
requirement.






 





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OUTPUT DELIVERY SLRs




	 	 	 	 	 	 	 
	Output Delivery	 	Service	 	Performance	 	SLR 
Performance %
	Type	 	Measure	 	Target	 	 
	Mainframe
high-speed printer
Availability at
Symetra
headquarters

	 	Printer Availability
	 	Daily print: £ 6 hr after job completes

Evening print: By 0700 next morning
	 	[***]%
	 
	 	 	 	 	 	 
	 	 	Formula	 	Number of jobs completed within performance Target /total number of
scheduled jobs
	 
	 	 	 	 	 	 
	 	 	Measurement Interval	 	Capture daily, measure monthly, report monthly within approved
operational windows
	 
	 	 	 	 	 	 
	 	 	Measurement tool	 	To be agreed by the Parties






Table 11. General Administrative Functions SLRs




GENERAL ADMINISTRATIVE FUNCTIONS SLRs




	 	 	 	 	 	 	 
	General	 	 	 	Performance	 	 
	Administration Task	 	Service Measure	 	Target	 	SLR Performance %
	Setup or modify job
scheduler
definition and
dependencies

	 	Response time
	 	Next Business Day (all daily
requests)
	 	[***]%
	 
	 	 	 	 	 	 
	One time schedule
change for existing
scheduled jobs

	 	Response time
	 	2 hours (all daily requests)
	 	[***]%
	 
	 	 	 	 	 	 
	Setup/modify user
ID or authorization
changes. (NOTE:
password resets NOT
included in this
SLA)

	 	Response time
1-5 user IDs
6-10 users IDs
>10 user Ids
	 	£ 2 Business Days

£ 3 Business Days
per agreed upon time
per agreed upon time
	 	[***]%
	 
	 	 	 	 	 	 
	Notification of
priority Level 1
outage to help desk

	 	Response time
	 	£ 10 minutes of discovery
	 	[***]%
	 
	 	 	 	 	 	 
	Notification of
priority Level 2
and 3 outage to
help desk

	 	Response time
	 	£ 20 minutes of discovery
	 	[***]%
	 
	 	 	 	 	 	 
	 	 	Formula	 	Number of requests completed within performance
Target /total of all requests occurring during
Measurement Interval
	 
	 	 	 	 	 	 
	 	 	Measurement Interval	 	Capture daily, measure monthly, report monthly within
approved operational windows
	 
	 	 	 	 	 	 
	 	 	Measurement tool	 	To be agreed by the Parties






Table 12. System Server Administration SLR





			
	Definition	 	Actions by ACS for proactive monitoring and
intervention to minimize capacity bottlenecks and
activities required to implement ACS-approved
system capacity and operational usage change
requests.







 





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Symetra Life Insurance Company (Symetra) 

Schedule 2B—Data Center Services SOW






SYSTEM SERVER ADMINISTRATION SLRs




	 	 	 	 	 	 	 
	System	 	 	 	Performance	 	SLR
	Administration Task	 	Service Measure	 	Target	 	Performance %
	Notification of
sustained average
daily CPU
utilization

	 	15 day sustained
avg. daily CPU
utilization
approaches 70% of
installed processor
capacity
	 	Within 1 day
	 	[***]%
	 
	 	 	 	 	 	 
	Allocate additional
server storage
resources
pre-defined
parameters/observed
growth patterns via
the standard change
management process

	 	Proactive
monitoring and
preemptive
intervention to
advise ACS of need
to increase
capacity.
	 	Total monthly storage
capacity utilization
measured in GBs used
approaches 80% of
installed capacity
within 1 day
	 	[***]%
	 
	 	 	 	 	 	 
	On-demand disk
storage capacity
change requests

	 	Elapsed time
	 	Increases/decreases of
± 10% of
installed storage
capacity within 7
Business Days
	 	[***]%
	 
	 	 	 	 	 	 
	Storage
administration
requests (work
packs, pools)

	 	Response time
	 	Within one Business Day
subject to agreed upon
change management
procedures
	 	[***]%
	 
	 	 	 	 	 	 
	System security
requests (ACF2)

	 	Response time
	 	Next Business Day
	 	[***]%
	 
	 	 	 	 	 	 
	Deploy
service/security
patches/anti-virus
updates necessary
to fix/repair
environment
vulnerabilities

	 	Response time
	 	Same Business Day as
signoff subject to
agreed upon change
management procedures
	 	[***]%
	 
	 	 	 	 	 	 
	Capacity/performance
trend analysis and
reporting across
all platforms

	 	Monthly
measurement/analysis
and
periodic
notification on
resource
utilization and
trends for critical
system resources
	 	Monthly analysis reports
Interim reports on
rapidly developing
events and trends
identification
	 	[***]%
	 
	 	 	 	 	 	 
	 	 	Formula	 	Number of requests completed within
performance Target /total of all requests
occurring during Measurement Interval
	 
	 	 	 	 	 	 
	 	 	Measurement Interval	 	Capture daily, measure monthly, report
monthly within approved operational windows
	 
	 	 	 	 	 	 
	 	 	Measurement tool	 	To be agreed by the Parties







 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.



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Symetra Life Insurance Company (Symetra) 

Schedule 2B—Data Center Services SOW




Table 13. Server Software Refresh SLRs





			
	Definition	 	Software refresh for all upgrades and new releases





Server Software Refresh SLRs




	 	 	 	 	 	 	 
	Server Software	 	Service	 	Performance	 	SLR
	Refresh	 	Measure	 	Target	 	Performance %
	Notification of
vendor software
upgrades and new
releases

	 	Response time
	 	Within 30 days
after SW vendor
general
availability
announcement
	 	[***]%
	 
	 	 	 	 	 	 
	Implementation of
service packs and
updates to “dot”
releases

	 	Response time
	 	Within 60 days
after approved by
Symetra
	 	[***]%
	 
	 	 	 	 	 	 
	Implementation of
version or major
release updates

	 	Response time
	 	Within 120 days
after approved by
Symetra
	 	[***]%
	 
	 	 	 	 	 	 
	 	 	Formula	 	Number of requests completed on
time/total of all requests occurring
during Measurement Interval
	 
	 	 	 	 	 	 
	 	 	Measure Interval	 	Capture daily, measure monthly, report
monthly within approved operational
windows
	 
	 	 	 	 	 	 
	 	 	Measurement tool	 	To be agreed by the Parties






Table 14. Database Administration SLRs





			
	Definition	 	Performance of all database administration
tasks including, but not limited to software
installation, patching, performance monitoring
and tuning, instances creation and refresh, and
recovery operations. For SLA measurement,
production requests MUST be executed within the
highest service level.





Database Administration SLRs




	 	 	 	 	 	 	 
	 	 	Service	 	Performance	 	SLR 
	Description	 	Measure	 	Target	 	Performance %
	Instance creation &
refresh

	 	Response time
	 	Create = 2 Business Days


Refresh = 1 Business Day
	 	[***]%







 





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Confidential Information
Page 20









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Symetra Life Insurance Company (Symetra) 

Schedule 2B—Data Center Services SOW





	 	 	 	 	 	 	 
	 	 	Service	 	Performance	 	SLR 
	Description	 	Measure	 	Target	 	Performance %
	Create User ID,
grants, revokes,
create tablespace,
other data
definition requests
(SLA/SLR will be in
effect 30 days
after the
applicable Handover
Date)

	 	Response time
	 	2 hours (1-5 requests daily)
4 hours (6-10 requests daily)
2 Business Day Hours > 10
daily
	 	[***]%
	 
	 	 	 	 	 	 
	Schema changes and
stored procedures
(SLA/SLR will be in
effect 30 days
after the
applicable Handover
Date)

	 	Response time
	 	1 Business Day
	 	[***]%
	 
	 	 	 	 	 	 
	Response to
application
performance tuning
and maintenance per
change management
process

	 	Response time
	 	Proactive monitoring and
preemptive intervention to
maintain required performance
levels. Two hours to respond
to ad-hoc requests.
	 	[***]%
	 
	 	 	 	 	 	 
	SL1 database data
restore requests
for production &
regulatory data
(data backup to
intermediate SAN
storage, restore
from intermediate
SAN storage)
(SLA/SLR will be in
effect 90 calendar
days after the
applicable Handover
Date)

	 	Response time to initiate
the restore
Data 1 week old or less
	 	< 3 hours
from Symetra request
	 	[***]%







 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.



Confidential Information
Page 21









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Symetra Life Insurance Company (Symetra) 

Schedule 2B—Data Center Services SOW





	 	 	 	 	 	 	 
	 	 	Service	 	Performance	 	SLR 
	Description	 	Measure	 	Target	 	Performance %
	SL2 database data
restore requests
for recovery of
test data or data
volume back-ups
(data backup to
tape; restore from
tape) (SLA/SLR will
be in effect 90
calendar days after
the applicable
Handover Date)

	 	Response time to initiate
the restore
Data 1 week old or less
	 	< 8 hours
from Symetra request
	 	[***]%
	 
	 	 	 	 	 	 
	 	 	Formula	 	Number of requests completed on
time/total of all requests occurring
during Measurement Interval
	 
	 	 	 	 	 	 
	 	 	Measure Interval	 	Capture daily, measure monthly,
report monthly within approved
operational windows
	 
	 	 	 	 	 	 
	 	 	Measurement tool	 	To be agreed by the Parties






Software Upgrade SLRs




	 	 	 	 	 	 	 
	 	 	 	 	Performance	 	SLR
	Description	 	Service Measure	 	Target	 	Performance %
	Software patches

	 	Response time
	 	Individual patches
& requisite patches
(1–20 patches)
Same business day
per change
management process,
completed within
availability
window.
	 	[***]%
	 
	 	 	 	 	 	 
	Software patches

	 	Response time
	 	Service packs and
updates to “dot”
releases Within 5
Business Days per
change management
process. Required
downtime is outside
of the normal
availability
window.
	 	[***]%
	 
	 	 	 	 	 	 
	Software patches

	 	Response time
	 	Version or major
release updates
within 5 Business
Days per change
management process.
Required downtime
is outside of the
normal availability
window.
	 	[***]%
	 
	 	 	 	 	 	 
	 	 	Formula	 	Number of requests completed on
time/total of all requests occurring
during Measurement Interval
	 
	 	 	 	 	 	 
	 	 	Measure Interval	 	Capture daily, measure monthly, report
monthly within approved operational
windows
	 
	 	 	 	 	 	 
	 	 	Measurement tool	 	To be agreed by the Parties






 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.




Confidential Information
Page 22









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Symetra Life Insurance Company (Symetra) 

Schedule 2B—Data Center Services SOW





4.4 Reports



Without limiting the terms of Section 2.11.1 of the Agreement, ACS shall provide written
reports to Symetra regarding ACS’ compliance with the SLRs in addition to the reports specified in
this Data Center Services SOW.




5.0 Referenced SOW Appendices and SOW Schedules




5.1 Referenced Data Center SOW Appendices




	 	 	 
	SOW Appendix	 	Description
	B.3

	 	Data Center Supported Databases
	 
	 	 
	B.4

	 	ACS Data Center Facilities






5.2 Referenced ITSA Schedules




	 	 	 
	ITSA Schedule	 	Description
	Schedule 3

	 	Fees
	 
	 	 
	Schedule 5

	 	Fee Reductions







Confidential Information
Page 23









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Appendix B.3 – Data Center Supported Databases
CICS Prod




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 	 	Monthly	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	App/Dept	 	Monthly Admin	 	Tran	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Application/Department	 	Code(s)	 	Hours	 	Volume	 	Trans	 	Programs	 	Files	 	TDqueue	 	TSqueue	 	Mapsets	 	DB2Entry	 	DB2Tran	 	Terminals
	CICS Systems
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Acctg, Budget, & Cost (ABC)
	 	 	[***]	 	 	 	*	 	 	 	40074	 	 	 	3	 	 	 	306	 	 	 	35	 	 	 	 	 	 	 	 	 	 	 	119	 	 	 	1	 	 	 	1	 	 	 	 	 
	Check Distribution (CDS)
	 	 	[***]	 	 	 	*	 	 	 	71341	 	 	 	7	 	 	 	328	 	 	 	53	 	 	 	 	 	 	 	 	 	 	 	144	 	 	 	 	 	 	 	 	 	 	 	 	 
	D3
	 	 	[***]	 	 	 	*	 	 	 	18695	 	 	 	74	 	 	 	72	 	 	 	7	 	 	 	 	 	 	 	 	 	 	 	141	 	 	 	1	 	 	 	1	 	 	 	 	 
	Control-D
	 	 	[***]	 	 	 	*	 	 	 	68886	 	 	 	3	 	 	 	9	 	 	 	0	 	 	 	 	 	 	 	 	 	 	 	0	 	 	 	 	 	 	 	 	 	 	 	 	 
	CAPS (Expense)
	 	 	[***]	 	 	 	*	 	 	 	385	 	 	 	3	 	 	 	62	 	 	 	11	 	 	 	 	 	 	 	 	 	 	 	42	 	 	 	 	 	 	 	 	 	 	 	 	 
	CK4 [CyberLife]
	 	 	[***]	 	 	 	*	 	 	 	1227396	 	 	 	19	 	 	 	16	 	 	 	30	 	 	 	 	 	 	 	 	 	 	 	2	 	 	 	 	 	 	 	 	 	 	 	 	 
	PARIS
	 	 	[***]	 	 	 	*	 	 	 	2479783	 	 	 	706	 	 	 	917	 	 	 	0	 	 	 	 	 	 	 	 	 	 	 	781	 	 	 	1	 	 	 	3	 	 	 	 	 
	Tax Reporting System
	 	 	[***]	 	 	 	*	 	 	 	14219	 	 	 	38	 	 	 	41	 	 	 	9	 	 	 	 	 	 	 	 	 	 	 	29	 	 	 	 	 	 	 	 	 	 	 	 	 
	Vantage One, DSS, JETS,
Repetitive Payment
	 	 	[***]	 	 	 	*	 	 	 	273482	 	 	 	18	 	 	 	947	 	 	 	30	 	 	 	 	 	 	 	 	 	 	 	0	 	 	 	3	 	 	 	10	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Totals:
	 	 	 	 	 	 	0	 	 	 	4194261	 	 	 	871	 	 	 	2698	 	 	 	175	 	 	 	0	 	 	 	0	 	 	 	1258	 	 	 	6	 	 	 	15	 	 	 	0	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 








 




			
	*	 	Nominal



Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the
Securities and Exchange Commission.




Confidential Information—For internal use only.





1









Table of Contents







Appendix B.3 – Data Center Supported Databases
IMS Prod







	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	Monthly	 	Monthly	 	 	 	 	 	 	 	 	 	 
	 	 	App/Dept	 	Admin	 	Tran	 	 	 	 	 	# of Online	 	DBs	 	 
	Application System	 	Code(s)	 	Hours	 	Volume	 	3390 Tracks	 	Transactions	 	[DBDs]	 	PSBs
	IMS Support
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Annuity Benefit
	 	 	[***]	 	 	 	*	 	 	 	157657	 	 	 	9452	 	 	 	8	 	 	 	10	 	 	 	58	 
	Life Agency
	 	 	[***]	 	 	 	*	 	 	 	1209	 	 	 	2899	 	 	 	1	 	 	 	5	 	 	 	9	 
	Life Alpha
	 	 	[***]	 	 	 	*	 	 	 	0	 	 	 	2717	 	 	 	0	 	 	 	3	 	 	 	2	 
	Group Policy Administration
	 	 	[***]	 	 	 	*	 	 	 	44051	 	 	 	21558	 	 	 	9	 	 	 	12	 	 	 	110	 
	Safeco Credit Life
	 	 	[***]	 	 	 	*	 	 	 	1219	 	 	 	5060	 	 	 	4	 	 	 	28	 	 	 	4	 
	Safeco Credit
	 	 	[***]	 	 	 	*	 	 	 	9156	 	 	 	19323	 	 	 	5	 	 	 	70	 	 	 	13	 
	Table Management
	 	 	[***]	 	 	 	*	 	 	 	0	 	 	 	1307	 	 	 	0	 	 	 	4	 	 	 	6	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Totals:
	 	 	 	 	 	 	 	 	 	 	213292	 	 	 	62316	 	 	 	27	 	 	 	132	 	 	 	202	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 








 




			
	*	 	Nominal
	 
	-	 	existing IMS production applications are static
	 
	-	 	standard backup jobs
	 
	-	 	standard application job backout using DBRC
	 
	-	 	occasional restore and reorg batch jobs



Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the
Securities and Exchange Commission.




Confidential Information—For internal use only.





2









Table of Contents







Appendix B.3 – Data Center Supported Databases

DB2 Prod







	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	Monthly	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	App/Dept	 	Admin	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	Stored
	Application/Department	 	Code(s)	 	Hours	 	GB	 	DBs	 	Tables	 	Indexes	 	Procs
	Mainframe Systems
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	BMC
	 	 	[***]	 	 	 	*	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Life Annuity Department
	 	 	[***]	 	 	 	*	 	 	 	.40	 	 	 	1	 	 	 	121	 	 	 	8	 	 	 	 	 
	Life Annuity Systems
	 	 	[***]	 	 	 	0	 	 	 	.60	 	 	 	1	 	 	 	25	 	 	 	48	 	 	 	 	 
	Acctg, Budget, & Cost (ABC)
	 	 	[***]	 	 	 	10	 	 	 	6.71	 	 	 	1	 	 	 	8	 	 	 	34	 	 	 	 	 
	Check Distribution (CDS)
	 	 	[***]	 	 	 	0	 	 	 	2.46	 	 	 	1	 	 	 	1	 	 	 	10	 	 	 	 	 
	D3
	 	 	[***]	 	 	 	10	 	 	 	10.41	 	 	 	7	 	 	 	322	 	 	 	301	 	 	 	6	 
	ELRA ?
	 	 	[***]	 	 	 	10	 	 	 	.28	 	 	 	2	 	 	 	55	 	 	 	123	 	 	 	160	 
	Life Retirement Services Dept.
	 	 	[***]	 	 	 	*	 	 	 	1.16	 	 	 	3	 	 	 	1491	 	 	 	0	 	 	 	 	 
	CAPS (Expense)
	 	 	[***]	 	 	 	0	 	 	 	.01	 	 	 	1	 	 	 	1	 	 	 	1	 	 	 	 	 
	Life Marketing Department
	 	 	[***]	 	 	 	*	 	 	 	.73	 	 	 	1	 	 	 	418	 	 	 	11	 	 	 	 	 
	PARIS
	 	 	[***]	 	 	 	25	 	 	 	72.13	 	 	 	30	 	 	 	592	 	 	 	607	 	 	 	6	 
	Repetitive Payment
	 	 	[***]	 	 	 	5	 	 	 	.05	 	 	 	2	 	 	 	78	 	 	 	90	 	 	 	0	 
	Life Trac 2000
	 	 	[***]	 	 	 	5	 	 	 	.07	 	 	 	1	 	 	 	48	 	 	 	101	 	 	 	62	 
	Tax Reporting System
	 	 	[***]	 	 	 	0	 	 	 	.52	 	 	 	1	 	 	 	7	 	 	 	7	 	 	 	 	 
	Data Exchange (Jets)
	 	 	[***]	 	 	 	5	 	 	 	.22	 	 	 	2	 	 	 	39	 	 	 	37	 	 	 	0	 
	Vantage One
	 	 	[***]	 	 	 	15	 	 	 	6.76	 	 	 	9	 	 	 	249	 	 	 	242	 	 	 	0	 
	DSS
	 	 	[***]	 	 	 	15	 	 	 	20.90	 	 	 	5	 	 	 	85	 	 	 	144	 	 	 	36	 
	Princeton Relational tools
	 	 	[***]	 	 	 	*	 	 	 	.01	 	 	 	1	 	 	 	12	 	 	 	12	 	 	 	 	 
	QMF
	 	 	[***]	 	 	 	*	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Security Level for CICS
	 	 	[***]	 	 	 	*	 	 	 	.01	 	 	 	1	 	 	 	4	 	 	 	5	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Totals:
	 	 	 	 	 	 	100	 	 	 	123.43	 	 	 	70	 	 	 	3556	 	 	 	1781	 	 	 	270	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 








 




			
	*	 	Nominal





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the
Securities and Exchange Commission.




Confidential Information—For internal use only.




3









Table of Contents







Appendix B.3 – Data Center Supported Databases

VSAM Prod





	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	App/Dept	 	3390	 	 	 	 
	Application System	 	 Code(s)	 	Tracks	 	KSDS	 	ESDS
	Mainframe Systems
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Acctg, Budget, & Cost (ABC)
	 	 	[***]	 	 	 	23503	 	 	 	27	 	 	 	0	 
	Check Distribution (CDS)
	 	 	[***]	 	 	 	9973	 	 	 	64	 	 	 	9	 
	CAPS (Expense)
	 	 	[***]	 	 	 	10388	 	 	 	8	 	 	 	2	 
	Group Benefits
	 	 	[***]	 	 	 	4066	 	 	 	2	 	 	 	0	 
	CK4 [CyberLife]
	 	 	[***]	 	 	 	303549	 	 	 	61	 	 	 	10	 
	Repetitive Payment
	 	 	[***]	 	 	 	1880	 	 	 	51	 	 	 	0	 
	Tax Reporting
	 	 	[***]	 	 	 	12328	 	 	 	11	 	 	 	0	 
	Vantage One
	 	 	[***]	 	 	 	18692	 	 	 	55	 	 	 	0	 
	Vantage One — DSS
	 	 	[***]	 	 	 	1740	 	 	 	9	 	 	 	0	 
	Automated Balancing
	 	 	[***]	 	 	 	93	 	 	 	1	 	 	 	0	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Totals:
	 	 	 	 	 	 	386212	 	 	 	289	 	 	 	21	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the
Securities and Exchange Commission.




Confidential Information—For internal use only.





4









Table of Contents






Appendix B.3 – Data Center Supported Databases

SQL Server Prod




     



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	Monthly	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	Admin	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	Foreign	 	 	 	 	 	Default	 	Primary	 	 	 	 	 	Scalar	 	UQ	 	 	 	 	 	Tbl
	Application/Department	 	Hours	 	Server	 	Instance	 	Version	 	DBs	 	Size mb	 	Tables	 	Indexes	 	Stored Procs	 	Views	 	Keys	 	Triggers	 	Constraints	 	Keys	 	SysTables	 	Functions	 	Constraint	 	Ck Constraint	 	Function
	SQL Server DEV/TAC
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	[***]
	 	 	 	DEVESQ01	 	anon	 	 	8.00.818	 	 	LDDITANNTZAdvantage4A01	 	 	20	 	 	 	6	 	 	 	54	 	 	 	37	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	1	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	anon	 	 	8.00.818	 	 	LDDITANNTZAdvantage4U01	 	 	20	 	 	 	6	 	 	 	54	 	 	 	37	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	1	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	anon	 	 	8.00.818	 	 	LDDITASLAdvantage4A01	 	 	20	 	 	 	6	 	 	 	91	 	 	 	37	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	1	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	anon	 	 	8.00.818	 	 	LDDITASLAdvantage4U01	 	 	20	 	 	 	6	 	 	 	91	 	 	 	37	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	1	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	anon	 	 	8.00.818	 	 	LDDITIllustrationA01	 	 	70	 	 	 	60	 	 	 	214	 	 	 	30	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	4	 	 	 	55	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	anon	 	 	8.00.818	 	 	LDDITIllustrationU01	 	 	40	 	 	 	60	 	 	 	212	 	 	 	30	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	4	 	 	 	55	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	anon	 	 	8.00.818	 	 	LDDITPASA01	 	 	70	 	 	 	6	 	 	 	62	 	 	 	40	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	66	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	anon	 	 	8.00.818	 	 	LDDITPASU01	 	 	70	 	 	 	6	 	 	 	62	 	 	 	40	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	6	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	anon	 	 	8.00.818	 	 	LDDITPDMA01	 	 	15	 	 	 	53	 	 	 	240	 	 	 	33	 	 	 	2	 	 	 	39	 	 	 	0	 	 	 	1	 	 	 	52	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	anon	 	 	8.00.818	 	 	LDDITPDMU01	 	 	15	 	 	 	53	 	 	 	240	 	 	 	33	 	 	 	2	 	 	 	39	 	 	 	0	 	 	 	1	 	 	 	52	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	anon	 	 	8.00.818	 	 	LDDITSafeCoAIAdvantage4A01	 	 	35	 	 	 	6	 	 	 	88	 	 	 	37	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	1	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	anon	 	 	8.00.818	 	 	LDDITSafeCoAIAdvantage4U01	 	 	20	 	 	 	6	 	 	 	88	 	 	 	37	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	1	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	anon	 	 	8.00.818	 	 	LDDITSafecoAULA01	 	 	15	 	 	 	3	 	 	 	42	 	 	 	31	 	 	 	2	 	 	 	1	 	 	 	0	 	 	 	1	 	 	 	31	 	 	 	18	 	 	 	1	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	anon	 	 	8.00.818	 	 	LDDITSafecoAULU01	 	 	15	 	 	 	3	 	 	 	42	 	 	 	31	 	 	 	3	 	 	 	1	 	 	 	0	 	 	 	1	 	 	 	31	 	 	 	18	 	 	 	1	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	anon	 	 	8.00.818	 	 	LDDITSafeCoTermA01	 	 	15	 	 	 	3	 	 	 	42	 	 	 	30	 	 	 	2	 	 	 	1	 	 	 	0	 	 	 	1	 	 	 	3	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	anon	 	 	8.00.818	 	 	LDDITSafeCoTermU01	 	 	15	 	 	 	3	 	 	 	42	 	 	 	30	 	 	 	2	 	 	 	1	 	 	 	0	 	 	 	1	 	 	 	3	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	anon	 	 	8.00.818	 	 	LDDITSchwabAIAdvantage4A01	 	 	20	 	 	 	6	 	 	 	88	 	 	 	37	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	1	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	anon	 	 	8.00.818	 	 	LDDITSchwabAIAdvantage4U01	 	 	20	 	 	 	6	 	 	 	88	 	 	 	37	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	1	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	anon	 	 	8.00.818	 	 	LDDOpenEnrollA01	 	 	10	 	 	 	7	 	 	 	49	 	 	 	58	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	2	 	 	 	4	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	anon	 	 	8.00.818	 	 	LDDOpenEnrollU01	 	 	60	 	 	 	7	 	 	 	49	 	 	 	59	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	2	 	 	 	5	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	anon	 	 	8.00.818	 	 	LDDSNowA01	 	 	263	 	 	 	27	 	 	 	76	 	 	 	100	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	14	 	 	 	18	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	anon	 	 	8.00.818	 	 	LDDSNowU01	 	 	150	 	 	 	36	 	 	 	111	 	 	 	127	 	 	 	2	 	 	 	1	 	 	 	0	 	 	 	21	 	 	 	26	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	MSSQLSERVER	 	 	8.00.818	 	 	FMSInfoBase	 	 	100	 	 	 	7	 	 	 	63	 	 	 	31	 	 	 	2	 	 	 	5	 	 	 	0	 	 	 	12	 	 	 	7	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	MSSQLSERVER	 	 	8.00.818	 	 	FundStation	 	 	4100	 	 	 	81	 	 	 	610	 	 	 	42	 	 	 	33	 	 	 	0	 	 	 	228	 	 	 	5	 	 	 	80	 	 	 	18	 	 	 	0	 	 	 	1	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	MSSQLSERVER	 	 	8.00.818	 	 	LAXRBO	 	 	100	 	 	 	10	 	 	 	79	 	 	 	30	 	 	 	2	 	 	 	4	 	 	 	0	 	 	 	6	 	 	 	9	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	MSSQLSERVER	 	 	8.00.818	 	 	MFISsADDS	 	 	100	 	 	 	10	 	 	 	90	 	 	 	83	 	 	 	4	 	 	 	6	 	 	 	0	 	 	 	1	 	 	 	10	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	MSSQLSERVER	 	 	8.00.818	 	 	PNMBONUS	 	 	11750	 	 	 	158	 	 	 	946	 	 	 	103	 	 	 	19	 	 	 	1	 	 	 	0	 	 	 	1	 	 	 	121	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	MSSQLSERVER	 	 	8.00.818	 	 	rcnRecon	 	 	10500	 	 	 	105	 	 	 	498	 	 	 	41	 	 	 	3	 	 	 	0	 	 	 	66	 	 	 	421	 	 	 	1	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	CaseTrack	 	 	30	 	 	 	120	 	 	 	390	 	 	 	139	 	 	 	21	 	 	 	146	 	 	 	85	 	 	 	160	 	 	 	114	 	 	 	19	 	 	 	0	 	 	 	67	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	CTTraining	 	 	25	 	 	 	119	 	 	 	376	 	 	 	121	 	 	 	21	 	 	 	146	 	 	 	85	 	 	 	160	 	 	 	113	 	 	 	19	 	 	 	0	 	 	 	67	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	DPARTDB	 	 	15	 	 	 	9	 	 	 	46	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	3	 	 	 	0	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	DQUEUEDB	 	 	20	 	 	 	230	 	 	 	378	 	 	 	30	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	3	 	 	 	1	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	DVSUSE	 	 	20	 	 	 	25	 	 	 	99	 	 	 	31	 	 	 	2	 	 	 	0	 	 	 	1	 	 	 	4	 	 	 	1	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	DWORKFLO	 	 	20	 	 	 	15	 	 	 	72	 	 	 	32	 	 	 	3	 	 	 	0	 	 	 	0	 	 	 	4	 	 	 	1	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	FMSInfoBase	 	 	100	 	 	 	7	 	 	 	63	 	 	 	31	 	 	 	2	 	 	 	5	 	 	 	0	 	 	 	12	 	 	 	7	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	FundStation	 	 	4100	 	 	 	118	 	 	 	698	 	 	 	74	 	 	 	51	 	 	 	0	 	 	 	277	 	 	 	27	 	 	 	117	 	 	 	19	 	 	 	0	 	 	 	1	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LAGContractingA001	 	 	15	 	 	 	20	 	 	 	105	 	 	 	140	 	 	 	5	 	 	 	21	 	 	 	0	 	 	 	0	 	 	 	18	 	 	 	19	 	 	 	0	 	 	 	11	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LAGContractingU001	 	 	50	 	 	 	20	 	 	 	81	 	 	 	140	 	 	 	5	 	 	 	21	 	 	 	0	 	 	 	1	 	 	 	19	 	 	 	19	 	 	 	0	 	 	 	11	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LAXRBO	 	 	80	 	 	 	10	 	 	 	87	 	 	 	30	 	 	 	2	 	 	 	4	 	 	 	0	 	 	 	6	 	 	 	9	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LBSSPAA001	 	 	280	 	 	 	80	 	 	 	278	 	 	 	462	 	 	 	17	 	 	 	73	 	 	 	146	 	 	 	146	 	 	 	78	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LBSSPAU001	 	 	412	 	 	 	81	 	 	 	294	 	 	 	460	 	 	 	17	 	 	 	73	 	 	 	146	 	 	 	4	 	 	 	78	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LBSSPAU009	 	 	655	 	 	 	81	 	 	 	285	 	 	 	458	 	 	 	16	 	 	 	73	 	 	 	146	 	 	 	81	 	 	 	78	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LCO_CorpQaD01_db	 	 	10	 	 	 	40	 	 	 	124	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LCO_PCQaBisD01_db	 	 	10	 	 	 	40	 	 	 	115	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LCO_PCQaBPSD01_db	 	 	10	 	 	 	40	 	 	 	116	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LCO_PCQaDistD01_db	 	 	10	 	 	 	40	 	 	 	119	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LCO_QaAgyD01_db	 	 	10	 	 	 	40	 	 	 	122	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LCO_QaAnnD01_db	 	 	40	 	 	 	41	 	 	 	144	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LCO_QaDAD01_db	 	 	15	 	 	 	40	 	 	 	115	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LCO_QaFMSD01_db	 	 	10	 	 	 	40	 	 	 	112	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LCO_QaGrpD01_db	 	 	10	 	 	 	40	 	 	 	119	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LCO_QaIndD01_db	 	 	10	 	 	 	40	 	 	 	114	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LCO_QaIWSD01_db	 	 	10	 	 	 	40	 	 	 	114	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LCO_QaMFundsD01_db	 	 	10	 	 	 	40	 	 	 	119	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LDCTimeTrackA001	 	 	111	 	 	 	22	 	 	 	129	 	 	 	30	 	 	 	2	 	 	 	21	 	 	 	0	 	 	 	32	 	 	 	22	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LDCTimeTrackU001	 	 	100	 	 	 	22	 	 	 	142	 	 	 	30	 	 	 	2	 	 	 	21	 	 	 	0	 	 	 	30	 	 	 	22	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LDDISSPU001	 	 	10	 	 	 	0	 	 	 	31	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LDDRfpA001	 	 	75	 	 	 	0	 	 	 	59	 	 	 	71	 	 	 	2	 	 	 	6	 	 	 	0	 	 	 	8	 	 	 	7	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LDDRfpU001	 	 	75	 	 	 	1	 	 	 	67	 	 	 	71	 	 	 	2	 	 	 	6	 	 	 	0	 	 	 	8	 	 	 	7	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LFXCashManA01	 	 	50	 	 	 	0	 	 	 	31	 	 	 	30	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	0	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LFXCashManU01	 	 	75	 	 	 	1	 	 	 	33	 	 	 	30	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	1	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LFXSeagateInfo	 	 	40	 	 	 	30	 	 	 	125	 	 	 	30	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	1	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LFXSeagateU002	 	 	148	 	 	 	30	 	 	 	127	 	 	 	30	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	1	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
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Confidential Information—For internal use only.





5









Table of Contents





Appendix B.3 – Data Center Supported Databases

SQL Server Prod




     




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	Monthly	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	Admin	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	Foreign	 	 	 	 	 	Default	 	Primary	 	 	 	 	 	Scalar	 	UQ	 	 	 	 	 	Tbl
	Application/Department	 	Hours	 	Server	 	Instance	 	Version	 	DBs	 	Size mb	 	Tables	 	Indexes	 	Stored Procs	 	Views	 	Keys	 	Triggers	 	Constraints	 	Keys	 	SysTables	 	Functions	 	Constraint	 	Ck Constraint	 	Function
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LFXSeagateU003	 	 	580	 	 	 	30	 	 	 	67	 	 	 	30	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	11	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LifeCashLinkA001	 	 	50	 	 	 	16	 	 	 	137	 	 	 	124	 	 	 	2	 	 	 	8	 	 	 	0	 	 	 	34	 	 	 	11	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LifeCashLinkU001	 	 	150	 	 	 	16	 	 	 	155	 	 	 	124	 	 	 	2	 	 	 	9	 	 	 	0	 	 	 	31	 	 	 	11	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LifeSFAA045	 	 	3000	 	 	 	316	 	 	 	1393	 	 	 	2628	 	 	 	121	 	 	 	60	 	 	 	159	 	 	 	9	 	 	 	218	 	 	 	19	 	 	 	15	 	 	 	15	 	 	 	2	 	 	 	13	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LifeSFAU045	 	 	4700	 	 	 	316	 	 	 	1473	 	 	 	2629	 	 	 	121	 	 	 	60	 	 	 	159	 	 	 	9	 	 	 	218	 	 	 	19	 	 	 	15	 	 	 	15	 	 	 	2	 	 	 	13	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LISPanConA001	 	 	130	 	 	 	4	 	 	 	71	 	 	 	40	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	4	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LISPanConU001	 	 	613	 	 	 	4	 	 	 	74	 	 	 	40	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	3	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LIXCMA001	 	 	125	 	 	 	66	 	 	 	320	 	 	 	184	 	 	 	20	 	 	 	61	 	 	 	1	 	 	 	19	 	 	 	62	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LIXCMU001	 	 	150	 	 	 	70	 	 	 	448	 	 	 	204	 	 	 	20	 	 	 	67	 	 	 	1	 	 	 	19	 	 	 	63	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LLPEventPlannerA001	 	 	10	 	 	 	3	 	 	 	39	 	 	 	28	 	 	 	2	 	 	 	2	 	 	 	0	 	 	 	1	 	 	 	2	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LLPEventPlannerU001	 	 	10	 	 	 	4	 	 	 	44	 	 	 	58	 	 	 	2	 	 	 	2	 	 	 	0	 	 	 	1	 	 	 	3	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LMXAICWkLogA001	 	 	60	 	 	 	10	 	 	 	45	 	 	 	33	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	2	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LMXAICWkLogU001	 	 	60	 	 	 	10	 	 	 	52	 	 	 	33	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	2	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LMXContractingA001	 	 	65	 	 	 	18	 	 	 	87	 	 	 	30	 	 	 	2	 	 	 	20	 	 	 	0	 	 	 	2	 	 	 	19	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LMXContractingU001	 	 	65	 	 	 	19	 	 	 	96	 	 	 	60	 	 	 	2	 	 	 	20	 	 	 	0	 	 	 	2	 	 	 	18	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	LMXLifePortalD99	 	 	40	 	 	 	1	 	 	 	33	 	 	 	30	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	1	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	MFISsADDS	 	 	450	 	 	 	10	 	 	 	84	 	 	 	83	 	 	 	4	 	 	 	6	 	 	 	0	 	 	 	2	 	 	 	10	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	PNMBONUS	 	 	3061	 	 	 	155	 	 	 	643	 	 	 	103	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	120	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	QPARTDB	 	 	15	 	 	 	10	 	 	 	48	 	 	 	30	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	4	 	 	 	1	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	QQUEUEDB	 	 	15	 	 	 	134	 	 	 	370	 	 	 	30	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	4	 	 	 	1	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	QVSUSE	 	 	20	 	 	 	25	 	 	 	90	 	 	 	31	 	 	 	2	 	 	 	0	 	 	 	1	 	 	 	4	 	 	 	1	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	QWORKFLO	 	 	285	 	 	 	14	 	 	 	73	 	 	 	0	 	 	 	3	 	 	 	0	 	 	 	0	 	 	 	3	 	 	 	0	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ01	 	tun	 	 	8.00.818	 	 	WLOWirelessOfficeU01	 	 	17.5	 	 	 	21	 	 	 	185	 	 	 	30	 	 	 	2	 	 	 	4	 	 	 	29	 	 	 	9	 	 	 	14	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ02	 	MSSQLSERVER	 	 	7.00.1094	 	 	IVRAdmin	 	 	114	 	 	 	48	 	 	 	205	 	 	 	30	 	 	 	20	 	 	 	0	 	 	 	0	 	 	 	739	 	 	 	48	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ02	 	MSSQLSERVER	 	 	7.00.1094	 	 	IVRCIXDB	 	 	46	 	 	 	11	 	 	 	42	 	 	 	30	 	 	 	20	 	 	 	0	 	 	 	0	 	 	 	18	 	 	 	11	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ02	 	MSSQLSERVER	 	 	7.00.1094	 	 	IVRJobLine	 	 	45	 	 	 	20	 	 	 	80	 	 	 	30	 	 	 	22	 	 	 	0	 	 	 	0	 	 	 	25	 	 	 	20	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ02	 	MSSQLSERVER	 	 	7.00.1094	 	 	IVRLifeIndividual	 	 	80	 	 	 	14	 	 	 	75	 	 	 	31	 	 	 	24	 	 	 	3	 	 	 	0	 	 	 	43	 	 	 	14	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ02	 	MSSQLSERVER	 	 	7.00.1094	 	 	IVRLifeRetirement	 	 	80	 	 	 	24	 	 	 	67	 	 	 	31	 	 	 	22	 	 	 	14	 	 	 	0	 	 	 	16	 	 	 	24	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ02	 	MSSQLSERVER	 	 	7.00.1094	 	 	IVRMutual	 	 	90	 	 	 	4	 	 	 	33	 	 	 	2	 	 	 	20	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	2	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ02	 	MSSQLSERVER	 	 	7.00.1094	 	 	IVRTracker	 	 	110	 	 	 	2	 	 	 	36	 	 	 	30	 	 	 	20	 	 	 	1	 	 	 	0	 	 	 	4	 	 	 	14	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ02	 	MSSQLSERVER	 	 	7.00.1094	 	 	LDDDA001	 	 	310	 	 	 	22	 	 	 	118	 	 	 	144	 	 	 	24	 	 	 	1	 	 	 	0	 	 	 	4	 	 	 	12	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ02	 	MSSQLSERVER	 	 	7.00.1094	 	 	LDDDU001	 	 	298	 	 	 	24	 	 	 	124	 	 	 	161	 	 	 	24	 	 	 	1	 	 	 	0	 	 	 	1	 	 	 	12	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ02	 	MSSQLSERVER	 	 	7.00.1094	 	 	LifeARCA001	 	 	144	 	 	 	16	 	 	 	53	 	 	 	57	 	 	 	20	 	 	 	1	 	 	 	0	 	 	 	1	 	 	 	15	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ02	 	MSSQLSERVER	 	 	7.00.1094	 	 	LifeARCU001	 	 	75	 	 	 	16	 	 	 	51	 	 	 	58	 	 	 	20	 	 	 	1	 	 	 	0	 	 	 	1	 	 	 	15	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ02	 	MSSQLSERVER	 	 	7.00.1094	 	 	LifeCashLinkA001	 	 	50	 	 	 	16	 	 	 	135	 	 	 	133	 	 	 	20	 	 	 	9	 	 	 	0	 	 	 	34	 	 	 	11	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ02	 	MSSQLSERVER	 	 	7.00.1094	 	 	LifeCashLinkU001	 	 	190	 	 	 	16	 	 	 	152	 	 	 	123	 	 	 	20	 	 	 	9	 	 	 	0	 	 	 	34	 	 	 	11	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ02	 	MSSQLSERVER	 	 	7.00.1094	 	 	LifeLINCSBPA001	 	 	30	 	 	 	10	 	 	 	62	 	 	 	184	 	 	 	1	 	 	 	7	 	 	 	0	 	 	 	3	 	 	 	10	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ02	 	MSSQLSERVER	 	 	7.00.1094	 	 	LifeLINCSBPU001	 	 	30	 	 	 	10	 	 	 	66	 	 	 	187	 	 	 	20	 	 	 	7	 	 	 	0	 	 	 	3	 	 	 	9	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ02	 	MSSQLSERVER	 	 	7.00.1094	 	 	LifeLMCA001	 	 	15	 	 	 	4	 	 	 	37	 	 	 	45	 	 	 	20	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	4	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ02	 	MSSQLSERVER	 	 	7.00.1094	 	 	LifeLMCU001	 	 	20	 	 	 	4	 	 	 	36	 	 	 	35	 	 	 	20	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	4	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ02	 	MSSQLSERVER	 	 	7.00.1094	 	 	MFISPhoenix	 	 	110	 	 	 	24	 	 	 	98	 	 	 	100	 	 	 	20	 	 	 	44	 	 	 	0	 	 	 	23	 	 	 	24	 	 	 	18	 	 	 	0	 	 	 	1	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ03	 	MSSQLSERVER	 	 	7.00.1094	 	 	LifeLINCA001	 	 	240	 	 	 	53	 	 	 	167	 	 	 	340	 	 	 	24	 	 	 	0	 	 	 	0	 	 	 	3	 	 	 	17	 	 	 	18	 	 	 	0	 	 	 	1	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ03	 	MSSQLSERVER	 	 	7.00.1094	 	 	LifeLINCU001	 	 	370	 	 	 	56	 	 	 	188	 	 	 	370	 	 	 	24	 	 	 	1	 	 	 	0	 	 	 	8	 	 	 	21	 	 	 	18	 	 	 	0	 	 	 	1	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ03	 	MSSQLSERVER	 	 	7.00.1094	 	 	MFISeFIRE	 	 	50	 	 	 	16	 	 	 	72	 	 	 	70	 	 	 	20	 	 	 	15	 	 	 	0	 	 	 	1	 	 	 	16	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ03	 	MSSQLSERVER	 	 	7.00.1094	 	 	MFISInvestWebForms	 	 	50	 	 	 	16	 	 	 	55	 	 	 	79	 	 	 	21	 	 	 	13	 	 	 	0	 	 	 	188	 	 	 	16	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVESQ03	 	MSSQLSERVER	 	 	7.00.1094	 	 	MFISSiteServices	 	 	30	 	 	 	3	 	 	 	34	 	 	 	32	 	 	 	20	 	 	 	0	 	 	 	0	 	 	 	27	 	 	 	3	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVSV015	 	MSSQLSERVER	 	 	8.00.818	 	 	EventLog	 	 	150	 	 	 	3	 	 	 	36	 	 	 	32	 	 	 	20	 	 	 	0	 	 	 	0	 	 	 	2	 	 	 	1	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVSV035	 	MSSQLSERVER	 	 	7.00.1094	 	 	EURLifePortalD01	 	 	125	 	 	 	30	 	 	 	122	 	 	 	30	 	 	 	20	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	12	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVSV035	 	MSSQLSERVER	 	 	7.00.1094	 	 	EURLifeReporterD01	 	 	50	 	 	 	15	 	 	 	73	 	 	 	31	 	 	 	20	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	14	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVSV035	 	MSSQLSERVER	 	 	7.00.1094	 	 	EventLog	 	 	125	 	 	 	3	 	 	 	36	 	 	 	32	 	 	 	20	 	 	 	0	 	 	 	0	 	 	 	2	 	 	 	1	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVSV035	 	MSSQLSERVER	 	 	7.00.1094	 	 	LifeEAFA001	 	 	284	 	 	 	21	 	 	 	100	 	 	 	153	 	 	 	20	 	 	 	12	 	 	 	0	 	 	 	1	 	 	 	19	 	 	 	18	 	 	 	0	 	 	 	8	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVSV035	 	MSSQLSERVER	 	 	7.00.1094	 	 	LifeEAFU001	 	 	60	 	 	 	21	 	 	 	102	 	 	 	153	 	 	 	20	 	 	 	12	 	 	 	0	 	 	 	2	 	 	 	19	 	 	 	18	 	 	 	0	 	 	 	9	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVSV035	 	MSSQLSERVER	 	 	7.00.1094	 	 	LifeFundPerfA001	 	 	20	 	 	 	21	 	 	 	199	 	 	 	397	 	 	 	70	 	 	 	15	 	 	 	0	 	 	 	24	 	 	 	51	 	 	 	18	 	 	 	0	 	 	 	9	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVSV035	 	MSSQLSERVER	 	 	7.00.1094	 	 	LifeFundPerfU001	 	 	20	 	 	 	21	 	 	 	160	 	 	 	341	 	 	 	60	 	 	 	10	 	 	 	0	 	 	 	23	 	 	 	41	 	 	 	18	 	 	 	0	 	 	 	9	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVSV035	 	MSSQLSERVER	 	 	7.00.1094	 	 	MFISPhoenix	 	 	110	 	 	 	0	 	 	 	98	 	 	 	100	 	 	 	20	 	 	 	44	 	 	 	0	 	 	 	23	 	 	 	24	 	 	 	18	 	 	 	0	 	 	 	1	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DEVSV035	 	TAC	 	 	8.00.760	 	 	MFISsADDS	 	 	450	 	 	 	9	 	 	 	82	 	 	 	51	 	 	 	4	 	 	 	6	 	 	 	0	 	 	 	1	 	 	 	9	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DSMRDCCL02	 	MSSQLSERVER	 	 	8.00.818	 	 	LCLClarifyA01	 	 	350	 	 	 	692	 	 	 	2111	 	 	 	2376	 	 	 	478	 	 	 	0	 	 	 	3	 	 	 	688	 	 	 	1	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DSMRDCCL02	 	MSSQLSERVER	 	 	8.00.818	 	 	LCLClarifyT01	 	 	350	 	 	 	691	 	 	 	2083	 	 	 	2346	 	 	 	478	 	 	 	0	 	 	 	3	 	 	 	427	 	 	 	0	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	DSMRDCCL02	 	MSSQLSERVER	 	 	8.00.818	 	 	LCLClarifyU01	 	 	400	 	 	 	692	 	 	 	2108	 	 	 	2382	 	 	 	478	 	 	 	0	 	 	 	3	 	 	 	681	 	 	 	1	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Totals:
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	53051.5	 	 	 	6188	 	 	 	25163	 	 	 	21076	 	 	 	2827	 	 	 	1260	 	 	 	1539	 	 	 	4415	 	 	 	3115	 	 	 	2255	 	 	 	32	 	 	 	227	 	 	 	4	 	 	 	26	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the
Securities and Exchange Commission.




Confidential Information—For internal use only.





6









Table of Contents






Appendix B.3 – Data Center Supported Databases

CICS Test





	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	Monthly	 	Monthly	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	App/Dept	 	Admin	 	Tran	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Application/Department	 	Code(s)	 	Hours	 	Volume	 	Trans	 	Programs	 	Files	 	TDqueue	 	TSqueue	 	Mapsets	 	DB2Entry	 	DB2Tran	 	Terminals
	CICS Systems
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Acctg,
Budget, & Cost (ABC)
	 	[***]	 	 	*	 	 	 	634	 	 	 	18	 	 	 	1836	 	 	 	210	 	 	 	 	 	 	 	 	 	 	 	714	 	 	 	6	 	 	 	6	 	 	 	 	 
	Check
Distribution (CDS)
	 	[***]	 	 	*	 	 	 	481	 	 	 	42	 	 	 	1968	 	 	 	318	 	 	 	 	 	 	 	 	 	 	 	864	 	 	 	 	 	 	 	 	 	 	 	 	 
	D3
	 	[***]	 	 	*	 	 	 	960	 	 	 	740	 	 	 	720	 	 	 	70	 	 	 	 	 	 	 	 	 	 	 	1410	 	 	 	10	 	 	 	10	 	 	 	 	 
	Control-D
	 	[***]	 	 	*	 	 	 	1	 	 	 	3	 	 	 	9	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	CAPS
(Expense)
	 	[***]	 	 	*	 	 	 	120	 	 	 	9	 	 	 	186	 	 	 	33	 	 	 	 	 	 	 	 	 	 	 	126	 	 	 	 	 	 	 	 	 	 	 	 	 
	CK4
(CyberLife)
	 	[***]	 	 	*	 	 	 	59250	 	 	 	837	 	 	 	144	 	 	 	270	 	 	 	 	 	 	 	 	 	 	 	18	 	 	 	 	 	 	 	 	 	 	 	 	 
	PARIS
	 	[***]	 	 	*	 	 	 	40900	 	 	 	5648	 	 	 	7336	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	6248	 	 	 	8	 	 	 	24	 	 	 	 	 
	Tax
Reporting System
	 	[***]	 	 	*	 	 	 	1156	 	 	 	228	 	 	 	246	 	 	 	54	 	 	 	 	 	 	 	 	 	 	 	174	 	 	 	 	 	 	 	 	 	 	 	 	 
	Vantage
One, DSS, JETS, Repetitive Payment
	 	[***]		 	*	 	 	 	127456	 	 	 	180	 	 	 	9470	 	 	 	300	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	30	 	 	 	10	 	 	 	 	 
	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Totals:
	 	 	 	 	0	 	 	 	230958	 	 	 	7705	 	 	 	21915	 	 	 	1255	 	 	 	0	 	 	 	0	 	 	 	9554	 	 	 	54	 	 	 	50	 	 	 	0	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 








 




			
	*	 	Nominal



Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the
Securities and Exchange Commission.




Confidential Information—For internal use only.





7









Table of Contents






Appendix B.3 – Data Center Supported Databases

IMS Test








	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	Monthly	 	Monthly	 	 	 	 	 	 	 	 	 	 
	 	 	App/Dept	 	Admin	 	Tran	 	 	 	 	 	# of Online	 	DBs	 	 
	Application System	 	Code(s)	 	Hours	 	Volume	 	3390 Tracks	 	Transactions	 	[DBDs]	 	PSBs
	IMS Support
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Annuity Benefit
	 	 	[***]	 	 	 	*	 	 	 	*	*	 	 	644	 	 	 	8	 	 	 	10	 	 	 	58	 
	Life Agency
	 	 	[***]	 	 	 	*	 	 	 	*	*	 	 	151	 	 	 	1	 	 	 	5	 	 	 	9	 
	Life Alpha
	 	 	[***]	 	 	 	*	 	 	 	*	*	 	 	2581	 	 	 	0	 	 	 	3	 	 	 	2	 
	Group Policy Administration
	 	 	[***]	 	 	 	*	 	 	 	*	*	 	 	20579	 	 	 	9	 	 	 	12	 	 	 	110	 
	Safeco Credit Life
	 	 	[***]	 	 	 	*	 	 	 	*	*	 	 	5465	 	 	 	4	 	 	 	28	 	 	 	4	 
	Safeco Credit
	 	 	[***]	 	 	 	*	 	 	 	*	*	 	 	20488	 	 	 	5	 	 	 	70	 	 	 	13	 
	Table Management
	 	 	[***]	 	 	 	*	 	 	 	*	*	 	 	991	 	 	 	0	 	 	 	4	 	 	 	6	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Totals:
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	50899	 	 	 	27	 	 	 	132	 	 	 	202	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 








 




			
	*	 	Nominal
	 
	-	 	existing IMS test applications are static



Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the
Securities and Exchange Commission.




Confidential Information—For internal use only.





8









Table of Contents







Appendix B.3 – Data Center Supported Databases

DB2 Test







	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	Monthly	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	App/Dept	 	Admin	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	Stored
	Application/Department	 	Code(s)	 	Hours	 	GB	 	DBs	 	Tables	 	Indexes	 	Procs
	Mainframe Systems
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	BMC
	 	[***]	 	 	*	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Life Annuity Department
	 	[***]	 	 	*	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Acctg, Budget, & Cost (ABC)
	 	[***]	 	 	0	 	 	 	1.11	 	 	 	12	 	 	 	53	 	 	 	206	 	 	 	 	 
	Check Distribution (CDS)
	 	[***]	 	 	0	 	 	 	0.01	 	 	 	2	 	 	 	1	 	 	 	20	 	 	 	 	 
	D3
	 	[***]	 	 	40	 	 	 	31.81	 	 	 	68	 	 	 	1389	 	 	 	2780	 	 	 	12	 
	ELRA ?
	 	[***]	 	 	0	 	 	 	0.46	 	 	 	6	 	 	 	119	 	 	 	242	 	 	 	320	 
	Life Retirement Services Dept.
	 	[***]	 	 	*	 	 	 	0.63	 	 	 	9	 	 	 	409	 	 	 	10	 	 	 	 	 
	CAPS (Expense)
	 	[***]	 	 	0	 	 	 	0.01	 	 	 	3	 	 	 	3	 	 	 	3	 	 	 	 	 
	Life Marketing Department
	 	[***]	 	 	*	 	 	 	0.45	 	 	 	3	 	 	 	1013	 	 	 	33	 	 	 	 	 
	PARIS
	 	[***]	 	 	20	 	 	 	40.01	 	 	 	104	 	 	 	1146	 	 	 	2165	 	 	 	47	 
	Repetitive Payment
	 	[***]	 	 	5	 	 	 	0.20	 	 	 	9	 	 	 	342	 	 	 	273	 	 	 	 	 
	Life Trac 2000
	 	[***]	 	 	5	 	 	 	0.12	 	 	 	2	 	 	 	98	 	 	 	202	 	 	 	124	 
	Tax Reporting System
	 	[***]	 	 	0	 	 	 	0.12	 	 	 	3	 	 	 	24	 	 	 	21	 	 	 	 	 
	Data Exchange (Jets)
	 	[***]	 	 	5	 	 	 	1.74	 	 	 	10	 	 	 	349	 	 	 	368	 	 	 	 	 
	Vantage One
	 	[***]	 	 	45	 	 	 	12.14	 	 	 	83	 	 	 	2004	 	 	 	4242	 	 	 	 	 
	Vantage One — DSS
	 	[***]	 	 	55	 	 	 	109.61	 	 	 	29	 	 	 	730	 	 	 	1090	 	 	 	82	 
	Princeton Relational tools
	 	[***]	 	 	*	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	QMF
	 	[***]	 	 	*	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Security Level for CICS
	 	[***]	 	 	*	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Totals:
	 	 	 	 	175	 	 	 	198.42	 	 	 	343	 	 	 	7680	 	 	 	11655	 	 	 	585	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 








 




			
	*	 	Normal



Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the
Securities and Exchange Commission.




Confidential Information—For internal use only.





9









Table of Contents







Appendix B.3 – Data Center Supported Databases

VSAM Test







	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	App/Dept	 	3390	 	 	 	 
	Application System	 	Code(s)	 	Tracks	 	KSDS	 	ESDS
	Mainframe Systems
	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Acctg, Budget, & Cost (ABC)
	 	[***]	 	 	52651	 	 	 	149	 	 	 	0	 
	Check Distribution (CDS)
	 	[***]	 	 	35280	 	 	 	307	 	 	 	24	 
	CAPS (Expense)
	 	[***]	 	 	1044	 	 	 	24	 	 	 	3	 
	Group Benefits
	 	[***]	 	 	0	 	 	 	0	 	 	 	0	 
	CK4 [CyberLife]
	 	[***]	 	 	397598	 	 	 	681	 	 	 	130	 
	Repetitive Payment
	 	[***]	 	 	1933	 	 	 	18	 	 	 	18	 
	Tax Reporting
	 	[***]	 	 	88221	 	 	 	47	 	 	 	6	 
	Vantage One
	 	[***]	 	 	147954	 	 	 	772	 	 	 	0	 
	Vantage One — DSS
	 	[***]	 	 	15744	 	 	 	32	 	 	 	0	 
	Automated Balancing
	 	[***]	 	 	78	 	 	 	1	 	 	 	0	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Totals:
	 	 	 	 	740503	 	 	 	2031	 	 	 	181	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the
Securities and Exchange Commission.




Confidential Information—For internal use only.





10









Table of Contents






Appendix B.3 – Data Center Supported Databases

SQL Server Test




     



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	Monthly	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	Admin	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	Foreign	 	 	 	 	 	Default	 	Primary	 	 	 	 	 	Scalar	 	UQ	 	 	 	 	 	Tbl
	Application/Department	 	Hours	 	Server	 	Instance	 	Version	 	DBs	 	Size mb	 	Tables	 	Indexes	 	Stored Procs	 	Views	 	Keys	 	Triggers	 	Constraints	 	Keys	 	SysTables	 	Functions	 	Constraint	 	Ck Constraint	 	Function
	SQL Server Production
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	[***]
	 	 	 	HOXESQ03	 	MSSQLSERVER	 	 	7.00.1094	 	 	LifeCashLinkP001	 	 	420	 	 	 	16	 	 	 	141	 	 	 	134	 	 	 	20	 	 	 	8	 	 	 	0	 	 	 	33	 	 	 	11	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ03	 	MSSQLSERVER	 	 	7.00.1094	 	 	MFISPhoenix	 	 	110	 	 	 	24	 	 	 	98	 	 	 	100	 	 	 	20	 	 	 	44	 	 	 	0	 	 	 	213	 	 	 	24	 	 	 	18	 	 	 	0	 	 	 	1	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ05	 	ANON	 	 	8.00.818	 	 	LDDITANNTZAdvantage4P01	 	 	35	 	 	 	6	 	 	 	54	 	 	 	37	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	1	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ05	 	ANON	 	 	8.00.818	 	 	LDDITASLAdvantage4P01	 	 	35	 	 	 	6	 	 	 	91	 	 	 	37	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	1	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ05	 	ANON	 	 	8.00.818	 	 	LDDITIllustrationP01	 	 	300	 	 	 	60	 	 	 	214	 	 	 	30	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	4	 	 	 	55	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ05	 	ANON	 	 	8.00.818	 	 	LDDITPASP01	 	 	745	 	 	 	6	 	 	 	65	 	 	 	40	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	6	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ05	 	ANON	 	 	8.00.818	 	 	LDDITPDMP01	 	 	15	 	 	 	53	 	 	 	240	 	 	 	33	 	 	 	2	 	 	 	39	 	 	 	0	 	 	 	1	 	 	 	52	 	 	 	19	 	 	 	22	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ05	 	ANON	 	 	8.00.818	 	 	LDDITSafeCoAIAdvantage4P01	 	 	35	 	 	 	6	 	 	 	88	 	 	 	37	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	1	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ05	 	ANON	 	 	8.00.818	 	 	LDDITSafecoAULP01	 	 	15	 	 	 	3	 	 	 	42	 	 	 	31	 	 	 	2	 	 	 	1	 	 	 	1	 	 	 	1	 	 	 	3	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ05	 	ANON	 	 	8.00.818	 	 	LDDITSafeCoTermP01	 	 	15	 	 	 	3	 	 	 	42	 	 	 	30	 	 	 	2	 	 	 	1	 	 	 	0	 	 	 	1	 	 	 	3	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ05	 	ANON	 	 	8.00.818	 	 	LDDITSchwabAIAdvantage4P01	 	 	20	 	 	 	6	 	 	 	88	 	 	 	37	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	1	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ05	 	ANON	 	 	8.00.818	 	 	LDDOpenEnrollP01	 	 	10	 	 	 	6	 	 	 	49	 	 	 	58	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	2	 	 	 	4	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ05	 	ANON	 	 	8.00.818	 	 	LDDSNowP01	 	 	500	 	 	 	32	 	 	 	86	 	 	 	110	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	15	 	 	 	20	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ05	 	MSSQLSERVER	 	 	7.00.1094	 	 	LifeEAFP001	 	 	50	 	 	 	21	 	 	 	99	 	 	 	153	 	 	 	20	 	 	 	12	 	 	 	0	 	 	 	1	 	 	 	19	 	 	 	18	 	 	 	0	 	 	 	8	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ05	 	MSSQLSERVER	 	 	7.00.1094	 	 	LifeFundPerfP001	 	 	20	 	 	 	51	 	 	 	183	 	 	 	396	 	 	 	70	 	 	 	15	 	 	 	0	 	 	 	24	 	 	 	51	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ05	 	MSSQLSERVER	 	 	7.00.1094	 	 	LifeLINCP001	 	 	250	 	 	 	54	 	 	 	198	 	 	 	370	 	 	 	24	 	 	 	0	 	 	 	0	 	 	 	4	 	 	 	18	 	 	 	18	 	 	 	0	 	 	 	1	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ05	 	MSSQLSERVER	 	 	7.00.1094	 	 	MFISeFIRE	 	 	50	 	 	 	16	 	 	 	68	 	 	 	71	 	 	 	20	 	 	 	15	 	 	 	0	 	 	 	1	 	 	 	16	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ05	 	MSSQLSERVER	 	 	7.00.1094	 	 	MFISInvestWebForms	 	 	80	 	 	 	16	 	 	 	52	 	 	 	81	 	 	 	21	 	 	 	12	 	 	 	0	 	 	 	188	 	 	 	16	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ05	 	MSSQLSERVER	 	 	7.00.1094	 	 	MFISSiteServices	 	 	70	 	 	 	3	 	 	 	33	 	 	 	32	 	 	 	20	 	 	 	0	 	 	 	0	 	 	 	27	 	 	 	3	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ10	 	MSSQLSERVER	 	 	8.00.818	 	 	EventLog	 	 	420	 	 	 	3	 	 	 	36	 	 	 	32	 	 	 	20	 	 	 	0	 	 	 	0	 	 	 	2	 	 	 	1	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ10	 	MSSQLSERVER	 	 	8.00.818	 	 	FMSInfoBase	 	 	100	 	 	 	7	 	 	 	63	 	 	 	31	 	 	 	2	 	 	 	5	 	 	 	0	 	 	 	12	 	 	 	7	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ10	 	MSSQLSERVER	 	 	8.00.818	 	 	FundStation	 	 	4100	 	 	 	81	 	 	 	610	 	 	 	42	 	 	 	33	 	 	 	0	 	 	 	228	 	 	 	5	 	 	 	80	 	 	 	19	 	 	 	0	 	 	 	1	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ10	 	MSSQLSERVER	 	 	8.00.818	 	 	LAXRBO	 	 	100	 	 	 	10	 	 	 	83	 	 	 	30	 	 	 	2	 	 	 	4	 	 	 	0	 	 	 	6	 	 	 	9	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ10	 	MSSQLSERVER	 	 	8.00.818	 	 	LIXCMP001	 	 	1862	 	 	 	66	 	 	 	450	 	 	 	181	 	 	 	20	 	 	 	61	 	 	 	0	 	 	 	19	 	 	 	62	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ10	 	MSSQLSERVER	 	 	8.00.818	 	 	LLPEventPlannerP001	 	 	15	 	 	 	4	 	 	 	41	 	 	 	58	 	 	 	2	 	 	 	2	 	 	 	0	 	 	 	1	 	 	 	3	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ10	 	MSSQLSERVER	 	 	8.00.818	 	 	MFISsADDS	 	 	450	 	 	 	9	 	 	 	82	 	 	 	51	 	 	 	4	 	 	 	6	 	 	 	0	 	 	 	1	 	 	 	9	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ10	 	MSSQLSERVER	 	 	8.00.818	 	 	PPARTDB	 	 	82	 	 	 	9	 	 	 	46	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	3	 	 	 	0	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ10	 	MSSQLSERVER	 	 	8.00.818	 	 	PQUEUEDB	 	 	150	 	 	 	76	 	 	 	454	 	 	 	30	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	4	 	 	 	1	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ10	 	MSSQLSERVER	 	 	8.00.818	 	 	PVSUSE	 	 	20	 	 	 	24	 	 	 	90	 	 	 	1	 	 	 	2	 	 	 	0	 	 	 	1	 	 	 	3	 	 	 	0	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ10	 	MSSQLSERVER	 	 	8.00.818	 	 	PWORKFLO	 	 	4300	 	 	 	15	 	 	 	81	 	 	 	30	 	 	 	3	 	 	 	0	 	 	 	0	 	 	 	4	 	 	 	1	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ11	 	MSSQLSERVER	 	 	8.00.818	 	 	MFISFundstnSAArchive	 	 	3300	 	 	 	69	 	 	 	286	 	 	 	38	 	 	 	26	 	 	 	0	 	 	 	18	 	 	 	5	 	 	 	68	 	 	 	19	 	 	 	0	 	 	 	1	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	CaseTrack	 	 	60	 	 	 	120	 	 	 	440	 	 	 	151	 	 	 	21	 	 	 	146	 	 	 	85	 	 	 	167	 	 	 	114	 	 	 	19	 	 	 	0	 	 	 	67	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LAGContractingP001	 	 	20	 	 	 	20	 	 	 	91	 	 	 	140	 	 	 	5	 	 	 	21	 	 	 	0	 	 	 	1	 	 	 	19	 	 	 	19	 	 	 	0	 	 	 	11	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LBSSPAP000	 	 	200	 	 	 	79	 	 	 	207	 	 	 	423	 	 	 	17	 	 	 	73	 	 	 	146	 	 	 	3	 	 	 	77	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LBSSPAP001	 	 	425	 	 	 	80	 	 	 	300	 	 	 	464	 	 	 	17	 	 	 	73	 	 	 	146	 	 	 	4	 	 	 	78	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LBSSPAP002	 	 	425	 	 	 	80	 	 	 	300	 	 	 	464	 	 	 	17	 	 	 	73	 	 	 	146	 	 	 	4	 	 	 	78	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LCO_CorpQaP01_db	 	 	20	 	 	 	40	 	 	 	156	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LCO_PCQaBisP01_db	 	 	15	 	 	 	40	 	 	 	135	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LCO_PCQaBPSP01_db	 	 	25	 	 	 	40	 	 	 	141	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LCO_PCQaDistP01_db	 	 	15	 	 	 	40	 	 	 	119	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LCO_QAadaP01_db	 	 	45	 	 	 	40	 	 	 	138	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LCO_QaAgyP01_db	 	 	60	 	 	 	40	 	 	 	194	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LCO_QaAnnP01_db	 	 	70	 	 	 	40	 	 	 	169	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LCO_QaFMSP01_db	 	 	15	 	 	 	40	 	 	 	126	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LCO_QaGrpP01_db	 	 	60	 	 	 	40	 	 	 	152	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LCO_QaIndP01_db	 	 	50	 	 	 	40	 	 	 	146	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LCO_QaIWSP01_db	 	 	15	 	 	 	40	 	 	 	126	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LCO_QaMFundsP01_db	 	 	30	 	 	 	40	 	 	 	147	 	 	 	0	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	38	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LDCTimeTracking	 	 	200	 	 	 	22	 	 	 	151	 	 	 	30	 	 	 	2	 	 	 	21	 	 	 	0	 	 	 	30	 	 	 	22	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LDDRfpP001	 	 	30	 	 	 	7	 	 	 	59	 	 	 	71	 	 	 	2	 	 	 	6	 	 	 	0	 	 	 	8	 	 	 	7	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LFXSeagateInfo	 	 	825	 	 	 	30	 	 	 	122	 	 	 	30	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	1	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LFXSeagateP001	 	 	600	 	 	 	30	 	 	 	127	 	 	 	30	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	1	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LifeSFAP045	 	 	4900	 	 	 	316	 	 	 	1407	 	 	 	2628	 	 	 	151	 	 	 	60	 	 	 	159	 	 	 	9	 	 	 	218	 	 	 	19	 	 	 	15	 	 	 	15	 	 	 	2	 	 	 	13	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LISPanConP001	 	 	205	 	 	 	4	 	 	 	73	 	 	 	40	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	4	 	 	 	19	 	 	 	0	 	 	 	1	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LMXAICWkLogP001	 	 	90	 	 	 	10	 	 	 	61	 	 	 	33	 	 	 	2	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	2	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	LMXContractingP001	 	 	140	 	 	 	18	 	 	 	98	 	 	 	30	 	 	 	2	 	 	 	20	 	 	 	0	 	 	 	1	 	 	 	18	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	rcnRecon	 	 	10500	 	 	 	3	 	 	 	497	 	 	 	32	 	 	 	20	 	 	 	0	 	 	 	0	 	 	 	2	 	 	 	1	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	WirelessOffice30SQL	 	 	20	 	 	 	15	 	 	 	175	 	 	 	30	 	 	 	2	 	 	 	4	 	 	 	0	 	 	 	9	 	 	 	12	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ14	 	MSSQLSERVER	 	 	8.00.818	 	 	WLOWirelessOfficeP01	 	 	20	 	 	 	21	 	 	 	186	 	 	 	30	 	 	 	2	 	 	 	4	 	 	 	0	 	 	 	9	 	 	 	14	 	 	 	19	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ15	 	MSSQLSERVER	 	 	7.00.1094	 	 	EURLifePortalP01	 	 	70	 	 	 	29	 	 	 	100	 	 	 	0	 	 	 	20	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	11	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ15	 	MSSQLSERVER	 	 	7.00.1094	 	 	EURLifeReporterP01	 	 	70	 	 	 	14	 	 	 	66	 	 	 	1	 	 	 	20	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	13	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ15	 	MSSQLSERVER	 	 	7.00.1094	 	 	EventLog	 	 	400	 	 	 	2	 	 	 	34	 	 	 	2	 	 	 	20	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	0	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ15	 	MSSQLSERVER	 	 	7.00.1094	 	 	IVRAdmin	 	 	2650	 	 	 	51	 	 	 	243	 	 	 	30	 	 	 	20	 	 	 	0	 	 	 	0	 	 	 	661	 	 	 	43	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ15	 	MSSQLSERVER	 	 	7.00.1094	 	 	IVRCIXDB	 	 	150	 	 	 	9	 	 	 	50	 	 	 	30	 	 	 	20	 	 	 	0	 	 	 	0	 	 	 	15	 	 	 	9	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ15	 	MSSQLSERVER	 	 	7.00.1094	 	 	IVRJobLine	 	 	350	 	 	 	22	 	 	 	104	 	 	 	30	 	 	 	21	 	 	 	0	 	 	 	0	 	 	 	23	 	 	 	22	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ15	 	MSSQLSERVER	 	 	7.00.1094	 	 	IVRLifeIndividual	 	 	350	 	 	 	15	 	 	 	61	 	 	 	31	 	 	 	24	 	 	 	3	 	 	 	0	 	 	 	43	 	 	 	14	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ15	 	MSSQLSERVER	 	 	7.00.1094	 	 	IVRLifeRetirement	 	 	350	 	 	 	24	 	 	 	73	 	 	 	31	 	 	 	22	 	 	 	14	 	 	 	0	 	 	 	16	 	 	 	24	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the
Securities and Exchange Commission.




Confidential Information—For internal use only.




11









Table of Contents






Appendix B.3 – Data Center Supported Databases

SQL Server Test



     





	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	Monthly	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	Admin	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	Foreign	 	 	 	 	 	Default	 	Primary	 	 	 	 	 	Scalar	 	UQ	 	 	 	 	 	Tbl
	Application/Department	 	Hours	 	Server	 	Instance	 	Version	 	DBs	 	Size mb	 	Tables	 	Indexes	 	Stored Procs	 	Views	 	Keys	 	Triggers	 	Constraints	 	Keys	 	SysTables	 	Functions	 	Constraint	 	Ck Constraint	 	Function
	[***]
	 	 	 	HOXESQ15	 	MSSQLSERVER	 	 	7.00.1094	 	 	IVRMutual	 	 	70	 	 	 	5	 	 	 	35	 	 	 	30	 	 	 	20	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	1	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ15	 	MSSQLSERVER	 	 	7.00.1094	 	 	IVRTracker	 	 	1150	 	 	 	5	 	 	 	43	 	 	 	30	 	 	 	20	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	1	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ15	 	MSSQLSERVER	 	 	7.00.1094	 	 	LDDDP002	 	 	200	 	 	 	22	 	 	 	122	 	 	 	142	 	 	 	24	 	 	 	1	 	 	 	0	 	 	 	4	 	 	 	14	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ15	 	MSSQLSERVER	 	 	7.00.1094	 	 	LifeARCP001	 	 	300	 	 	 	16	 	 	 	58	 	 	 	57	 	 	 	20	 	 	 	1	 	 	 	4	 	 	 	1	 	 	 	15	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ15	 	MSSQLSERVER	 	 	7.00.1094	 	 	LifeLINCSBPP001	 	 	20	 	 	 	10	 	 	 	64	 	 	 	196	 	 	 	20	 	 	 	7	 	 	 	0	 	 	 	3	 	 	 	10	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	HOXESQ15	 	MSSQLSERVER	 	 	7.00.1094	 	 	LifeLMCP001	 	 	20	 	 	 	4	 	 	 	39	 	 	 	45	 	 	 	20	 	 	 	0	 	 	 	0	 	 	 	1	 	 	 	4	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	PSMRDCCL02	 	MSSQLSERVER	 	 	8.00.818	 	 	LCLClarifyP01	 	 	12381	 	 	 	692	 	 	 	2108	 	 	 	2382	 	 	 	478	 	 	 	0	 	 	 	3	 	 	 	681	 	 	 	1	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	PSMRDCSQ06	 	PNM	 	 	8.00.818	 	 	PNMBONUS	 	 	11750	 	 	 	158	 	 	 	946	 	 	 	103	 	 	 	19	 	 	 	1	 	 	 	0	 	 	 	1	 	 	 	121	 	 	 	18	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 
	[***]
	 	 	 	PSMRDCSQ07	 	MSSQLSERVER	 	 	8.00.818	 	 	FundStation	 	 	4100	 	 	 	81	 	 	 	610	 	 	 	42	 	 	 	33	 	 	 	0	 	 	 	228	 	 	 	5	 	 	 	80	 	 	 	19	 	 	 	0	 	 	 	1	 	 	 	0	 	 	 	0	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Totals:
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	71135	 	 	 	3255	 	 	 	15052	 	 	 	10149	 	 	 	1466	 	 	 	753	 	 	 	1165	 	 	 	2292	 	 	 	2051	 	 	 	1418	 	 	 	37	 	 	 	107	 	 	 	2	 	 	 	13	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the
Securities and Exchange Commission.




Confidential Information—For internal use only.





12









Table of Contents





			
	 	 	 
	Symetra 

Enclosure D
	 	5 Appendix B.4 Provider Data Center Facilities 






ACS Proposed Data Center Facilities









	 	 	 
	Hillsboro, Oregon 


Hillsboro is a client data center
supporting development server hosting
and WAN and Internet access.


The Hillsboro facility has 78,485
square feet of space, with 19,570
square feet of raised floor space.
The data center contains 120 TB of
DASD, 185 tape drives and eight
robotic tape silo devices. This
facility’s midrange capabilities
include Hewlett-Packard (models N, L,
K, RP and Superdomes) and Sun (models
200, 420, 3500, 6500 and V880).
Midrange operating systems supported
include HP-UX, Sun Solaris, OS/400,
NT4, and Windows 2000 and 2003.


Access into the facility is strictly
controlled through several
sophisticated physical security
systems and procedures. Access into
the facility is controlled by a
security guard during normal business
hours. After business hours, access
is by card reader only. The
Operations group is responsible for
after-hours security functions.

	 	Average MIPS: 1,967


Platforms: CMOS


DASD: 120 TB


Midrange Servers: 577 IBM, Compaq,
Sun and HP


Environments: Sun Solaris, UNIX,
HP-UX, HP and IBM


Power: Three UPS systems, 2-1,600
kW diesel
	 
	 	 
	
	 	 
	 
	 	 
	Dallas, Texas


The Dallas data center is a
single-tenant, single-access facility
comprising 611,000 square feet with
85,500 square feet of raised floor
space. The Dallas data center is an
ACS Enterprise Command Center (ECC)
and resides at the ACS corporate
headquarters campus. 


The Dallas ECC monitors distributed
and mainframe environments, thus
ensuring that online systems,
applications and database subsystems
are available and that the data
center and systems hardware are
problem-free for batch processing.
Standard operational procedures are
in place for logging, notifying and
escalating all incidents that affect
processing. The Dallas ECC also
provides managed services, including
24x7 system and network monitoring,
server and network

	 	Average MIPS: 13,634


Platforms: 27-CMOS


DASD: 223 TB


Midrange Servers: 587


Wintel Servers: 2516 DEC VAX
Cluster, Alpha, IBM AS/400, HP3000,
HP9000, HPV2200 and Sun E15K


Environments: VMS, Open VMS/UNIX,
AIX, OS/400, HP-UX, UNIX, DOS,
Novell, Solaris and Linux


Telecom: Two independent OC-48 SONET


Power: TwoUPS, N+2 battery,












1









Table of Contents






			
	 	 	 
	Symetra 

Enclosure D
	 	5 Appendix B.4 Provider Data Center Facilities 







	 	 	 
	engineering
services, help desk support, network
operations and engineering,
scheduling, disaster recovery,
desktop management services,
performance reporting, audits, and
other services. The ECC also provides
Web hosting services on site of
existing infrastructures or for
remote sites.

	 	31,250kW diesel, dual power grid
	 
	 	 
	ACS operational teams support
platforms such as OS/390, UNIX,
Windows (NT and 2000), Linux, OS/400
and VMS.


The Dallas data center’s mainframe
processing is based on a CMOS
architecture. The data center
contains DASD storage, tape drives
and robotic tape silo devices. This
facility’s midrange platforms include
DEC VAX Cluster, Alpha, RS/6000, IBM
SP2, IBM AS/400, HP3000, HP9000, HP
V2200 and Sun. Midrange operating
systems include VMS, Open VMS/UNIX,
AIX, OS/400, HP-UX, Windows NT, UNIX,
DOS, Novell and Solaris.


All computer, data communications and
environmental equipment is served
with sophisticated power conditioning
equipment to minimize disruptions in
service because of exterior power
fluctuations. Additionally, all vital
system components are attached to an
uninterruptible power supply (UPS)
system that provides power monitoring
and line conditioning, as well as
automatic switching to a battery
system.


ACS performs a weekly routine testing
of all systems to ensure that
equipment is in good working order.
ACS facilities personnel maintain the
emergency procedures in place.


ACS has two utility feeds from
separate substations, allowing a
transfer to the second feed should if
power is lost to the other feed. The
Dallas facility comprises N+2
capabilities—two UPS modules,
expandable to four. At current loads,
the N-battery system can function
approximately 30 minutes—at full
capacity, 11 minutes—before adding
additional support modules to avoid
reaching full capacity.


For network support, two independent
OC-48 SONET rings currently service
the Dallas facility—one from SBC, the
other from MCI. Each ring is a
four-strand, counter-rotating SONET
facility. The two rings have separate
entrance facilities. The outside
plant components of each ring use
separate utility easements as well.
Each ring is connected to two
geographically separate ISP points of
presence (POPs)
from AT&T and UUNET.


The facilities are segmented into
individual zones that are each fully
equipped with fire, smoke and
moisture detection systems, thus
providing full protection against all
environmental hazards.


Halon or FM200 fire protection
systems and pre-action sprinkler
systems that are loaded with
compressed air under
	 	 












2









Table of Contents






			
	 	 	 
	Symetra 

Enclosure D
	 	5 Appendix B.4 Provider Data Center Facilities 







	 	 	 
	
	 	 
	 
	 	 
	normal
conditions protect the facilities.
The sprinkler systems are activated
with water only when an alarm
situation occurs. When activated, the
sprinklers discharge water in areas
indicating unacceptable heat levels.
The fire and police departments are
electronically notified of any alarm
condition.


ACS’ Dallas campus is protected by an
eight-foot perimeter fence with a
single point of vehicle entry.
Security personnel staff the point of
entry 24x7. Campus access is
permitted via an integrated badge
access system with dual redundancy.
All access badges include photo ID
and are color-coded to distinguish
between employees, business partners
and temporary personnel. Entrance
points are monitored via
closed-circuit TV with displays
located in permanent security guard
posts.
	 	 
	 
	 	 
	Pittsburgh, Pennsylvania


The Pittsburgh facility is 135,00
square feet of space with 63.481
square feet of raised floor space.
Pittsburgh is designated a dedicated
ECC providing system and network
monitoring, server and network
engineering services and help desk
support.


The Pittsburgh data center’s
mainframe processing is based on CMOS
architecture. The data center
contains DASD storage, tape drives
and robotic tape silo devices. The
midrange environment contains a
variety of NT, HP, TPM, IBM AS/400,
RS/6000, NCR, Sun-UX, Tandem and DEC
platforms. Operating systems
supported include Windows NT, HP-UX,
HP-MPE, OS/400, AIX, NCR-RAS,
Solaris, Nonstop Operating System and
VMS. 


The primary telecommunications
service into the facility consists of
diversely routed T3 fiber-optic links
that are connected to the local
telephone switching office. The
facility uses multimode OC-48 fiber
feeds, one each from Qwest, MCI

	 	Average MIPS: 8,996


Platforms: 25-CMOS


DASD: 18.2 TB


Midrange Servers: 1,823


Wintel Servers: 970 RS/6000, IBM
SP2, Sun E15K, NCR, Sun-UX, Tandem
and DEC


Environments: NT, VMS, AIX, OS/400,
HP-UX, HP-MPE, Solaris, Linux and
NCR-RAS


Telecom: T3 fiber optic, 3-OC-48
(Qwest, MCI, AT&T)


Power: Two UPS systems, N+2
battery, 6-1.281 KVA diesel, 1 UPS
with 4 mod ,3-N+2 diesel












3









Table of Contents







			
	 	 	 
	Symetra 

Enclosure D
	 	5 Appendix B.4 Provider Data Center Facilities 







	 	 	 
	and
AT&T. If the primary link fails,
service is switched automatically to
a backup fiber-optic line.
	 	 
	 
	 	 
	All computer, data communications and
environmental equipment is served
with sophisticated power conditioning
equipment to minimize disruptions in
service because of exterior power
fluctuations. All vital system
components are attached to a UPS
system that provides power monitoring
and line conditioning, as well as
automatic switching to a battery
system. Utility-supplied electrical
power to the facility (dual service)
is backed by batteries and generators
that are controlled by two UPS
systems. The facility’s battery
systems use a combination of Liebert
and Exide technologies that are
currently rated at N+2. The battery
time on all at preset capacity is
approximately is 40 minutes.


The batteries can sustain the
facility for up to 15 minutes;
however, seven seconds after the
facility begins to rely solely on
battery backup, electrical power is
supplied by six diesel-powered 1.281
KVA generators. These generators have
6,000-gallon underground storage
tanks. Both main building systems are
rated at N+1. The data center can be
sustained indefinitely on its own
power system if a prolonged
disruption in utility-supplied power
occurs.


Routine testing and maintenance is
performed to make sure that equipment
is in working order. ACS tests at
existing loads all emergency
switchgear pertaining to the backup
systems. All changes and problems
relating to facilities are documented
and available online for customer
review.


Access to the facility’s grounds and
buildings is strictly controlled
through sophisticated physical
security systems and procedures. The
facility is secured by a 10-foot
chain-link fence topped with layers
of razor wire that surrounds the
facility. The fence is equipped with
sonar detectors that alert a central
security command center if anything
touches the fence. The entire campus
is constantly scanned by a
closed-circuit television system and
is monitored on a 24x7 basis from the
central security command center.


A multi-level security system
controls access into and within the
buildings, limiting the contact that
employees, vendors and visitors have
within sensitive areas. The system
automatically monitors and records
the movement of all building
occupants. The data center is
segmented into individual zones fully
equipped with fire, smoke and
moisture detection systems that
provide full protection against all
environmental hazards.
	 	 
	 
	 	 
	
	 	 
	 
	 	 
	Bangalore, India


The Bangalore facility has 40,000
square feet, with an additional
40,000 square feet in the procurement
stage.

	 	Call Center Capacity: 1.000+ agents


Switching Platform: Avaya S8700
Multivantage


Switching capacity: 5,000 seats












4









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	Symetra 

Enclosure D
	 	5 Appendix B.4 Provider Data Center Facilities 







	 	 	 
	This site provides call center
support and is being developed to
become an ACS ECC, which will provide
network monitoring and support. This
facility currently provides BPO
services, including Customer Care,
Finance and Accounting, Human
Resources and Transaction Processing.
IT services currently provided
include the following:


 ̈      IT development
and support


 ̈      24x7 help desk
support


The Bangalore site uses Avaya
Definity 3GR switching to provide
seamless integration with
telecommunication infrastructures.
The switching platform is an Avaya
S8700 Multivantage with a switching
capacity of 5,000 seats. There are 7
E1 connections to Dallas; Lexington,
Kentucky; and Sandy and Draper,
Utah.


Bangalore has onsite security
provided during normal business
hours. After business hours, access
is by card reader only

	 	Power: Supplied by an ITP-owned 9MW
captive power plant with
synchronized 220 kW state
government power












5









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Symetra Life Insurance Company (Symetra)

Schedule 2C—Distributed Computing Services SOW





               Attachment A



Schedule 2C




Distributed Computing Services SOW




for




Symetra Life Insurance Company (Symetra)




Draft Revisions WIP October 2006








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Symetra Life Insurance Company (Symetra)

Schedule 2C—Distributed Computing Services SOW




TABLE OF CONTENTS




	 	 	 	 	 
	1.0 Distributed Computing Services Overview and Business Objectives
	 	 	3	 
	1.1 Services Overview
	 	 	3	 
	1.2 Service Objectives
	 	 	3	 
	2.0 Service Environment
	 	 	4	 
	2.1 Scope of the Infrastructure to be Supported
	 	 	4	 
	2.2 Work-In-Progress
	 	 	4	 
	2.3 Future initiatives
	 	 	4	 
	2.4 Baseline Information
	 	 	5	 
	3.0 Distributed Computing Support Services Requirements
	 	 	6	 
	3.1 Service Descriptions and Roles & Responsibilities
	 	 	6	 
	4.0 Service Management
	 	 	13	 
	4.1 Objectives
	 	 	13	 
	4.2 Definitions
	 	 	13	 
	4.3 Service Level Requirements (SLRs)
	 	 	14	 
	4.4 Reports
	 	 	17	 
	5.0 Referenced SOW Appendices and SOW Schedules
	 	 	17	 
	5.1 Referenced Distributed Computing SOW Appendices
	 	 	17	 
	5.2 Referenced ITSA Schedules
	 	 	17	 





List of Tables




	 	 	 	 	 
	Table 1. Distributed Computing Baseline Projections
	 	 	5	 
	Table 2. General Roles and Responsibilities
	 	 	8	 
	Table 3. Software Deployment/Management Roles and Responsibilities
	 	 	9	 
	Table 4. Software Deployment/Management Roles and Responsibilities
	 	 	11	 
	Table 5. Operations and Administration Roles and Responsibilities
	 	 	11	 
	Table 6. Server Availability SLR
	 	 	14	 
	Table 7. Install, Moves, Adds and Changes – Workstation and Peripherals
	 	 	15	 









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Symetra Life Insurance Company (Symetra)

Schedule 2C—Distributed Computing Services SOW




	 	 	 	 	 
	Table 8. Software Installation SLR
	 	 	16	 
	Table 9. Deployment — New Server (from time hardware and software arrive at installation site) SLR
	 	 	17	 









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Symetra Life Insurance Company (Symetra)

Schedule 2C—Distributed Computing Services SOW




			
	1.0	 	Distributed Computing Services Overview and Business Objectives





1.1 Services Overview



Distributed Computing Services are the services and activities detailed this Distributed
Computing Services Statement of Work (the “Distributed Computing Services SOW”), required to
provide and support the Symetra Life Insurance Company (Symetra) distributed computing
infrastructure (the “Distributed Computing Services”). ACS shall provide and support distributed
(i.e. non-data center) infrastructure that includes servers, storage devices, workstations,
printers and system software and applications that are attached to the local-area network (LAN) as
well as portable and standalone personal computing and other end user devices.



As depicted in Figure 1 below, in addition to the service described in this Distributed Computing
SOW, ACS is responsible for providing the services described in Schedule 2A – Cross Functional
Services SOW. Figure 1 depicts the relationship between the Cross Functional Services SOW, and all
SOWs within the scope of this IT services agreement.




	 	 	 	 	 	 	 	 	 	 	 	 	 
	
Cross Functional SOW
	 
	Data
	 	Distributed
	 	Data
	 	Voice
	 	 	 	Output
	 	Content
	Center
	 	Computing
	 	Network
	 	Comm.
	 	Help Desk
	 	Processing
	 	Management
	Services
	 	Services
	 	Services
	 	Services
	 	Services
	 	Services
	 	Services
	SOW
	 	SOW
	 	SOW
	 	SOW
	 	SOW
	 	SOW
	 	SOW





Figure 1: Service Towers with Cross Functional View





			
	1.2	 	Service Objectives




The following are the key high-level Service objectives Symetra expects to achieve through
outsourced Distributed Computing services and this Distributed Computing Services SOW:





			
	 	n	Meet Symetra business needs for highly available, reliable, and secure services






			
	 	n	Acquire Distributed Computing Services that achieve the SLRs






			
	 	n	Improve distributed computing and desktop service/support levels






			
		n 	Improve End-User productivity






			
		n	Standardize the distributed computing and desktop environment (hardware and
software)






			
		n	Improve security, data management and backup in the distributed environment






			
		n	Improve asset management and control






			
		n	Improve total cost of ownership management






			
		n	Support business initiatives








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Symetra Life Insurance Company (Symetra)

Schedule 2C—Distributed Computing Services SOW





			
	2.0	 	Service Environment






			
	2.1	 	Scope of the Infrastructure to be Supported




The following sub-sections specify the appendices and other relevant materials containing
details of the Distributed Computing Services environment to be supported/complied with. Service
environment Appendices are to be maintained and reviewed with Symetra by ACS and made available to
Symetra on a quarterly basis.



ACS will provide Distributed Computing Services for all Symetra employees and locations 1 .





			
	2.1.1	 	Hardware and Software






	 	a.	 	A listing and description of hardware to be supported is provided in
Appendix C.1 — Distributed Computing Hardware.
	 
	 	b.	 	A listing and description of the software and utilities to be supported
is provided in Appendix C.2 — Distributed Computing Software.
	 
	 	c.	 	A listing and description of core images to be supported is provided in
Appendix C.3 – Distributed Computing Core Images.






			
	2.1.2	 	Service Locations






	 	a.	 	A description of the Symetra service locations for which ACS will provide
Distributed Computing Services is provided in Attachment B of the Agreement.






			
	2.1.3	 	Personnel






	 	a.	 	ACS will be responsible for providing qualified, and appropriately
certified, staffing for the Distributed Computing Services environment as required
to perform the Services required hereunder in accordance with the SLRs set forth in
this Distributed Computing Services SOW.






			
	2.1.4	 	Policies, Procedures and Standards




Intentionally Left Blank.





			
	2.1.5	 	Agreements and Licenses




Intentionally Left Blank.





			
	2.2	 	Work-In-Progress




Intentionally Left Blank.





			
	2.3	 	Future initiatives




Intentionally Left Blank.






 




			
	1	 	Home workers will be supported via another supplier as a pass-through expense.







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Symetra Life Insurance Company (Symetra)

Schedule 2C—Distributed Computing Services SOW





			
	2.4	 	Baseline Information




Symetra current Distributed Computing utilization and projected usage is presented below.
These business requirements represent Symetra’s most realistic projection of the service
requirements as of the Effective Date based on a combination of past trends and current anticipated
overall business direction over the Term of the Agreement.



These metrics, along with other data which may be pertinent for sizing the solution, are reflected
in Schedule 3 — Fees.




Table 1. Distributed Computing Baseline Projections




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	System	 	2005	 	2006	 	2007	 	2008	 	2009	 	Comments
	Headquarters Users

	 	 	948
	 	 	 	971	 	 	 	994	 	 	 	1018	 	 	 	1042	 	 	13% growth over 5
yrs/2.4% per yr
	Headquarters VIP Users

	 	 	59	 	 	 	59	 	 	 	59	 	 	 	59	 	 	 	59	 	 	 
	Remote Offices

	 	 	8	 	 	 	8	 	 	 	8	 	 	 	8	 	 	 	8	 	 	 
	Remote Office Users

	 	 	103	 	 	 	103	 	 	 	103	 	 	 	103	 	 	 	103	 	 	 
	Tele-workers

	 	 	138	 	 	 	138	 	 	 	138	 	 	 	138	 	 	 	138	 	 	 
	Desktop Computers

	 	 	1026	 	 	 	1051	 	 	 	1076	 	 	 	1102	 	 	 	1128	 	 	15% — 25% desktop
pc’s not included
in this count
	Laptop Computers

	 	 	309	 	 	 	316	 	 	 	324	 	 	 	332	 	 	 	340	 	 	15%- 25% laptops
not included in
this count
	File and Print Servers
(Headquarters)

	 	 	6	 	 	 	6	 	 	 	6	 	 	 	6	 	 	 	7	 	 	 
	File and Print Servers
(Remote)

	 	 	10	 	 	 	10	 	 	 	11	 	 	 	11	 	 	 	11	 	 	 
	Networked Printers (Headquarters)

	 	 	100	 	 	 	102	 	 	 	104	 	 	 	106	 	 	 	108	 	 	 
	Networked Printers
(Remote)

	 	 	73	 	 	 	75	 	 	 	77	 	 	 	79	 	 	 	81	 	 	 
	Non-networked printers

	 	 	46	 	 	 	47	 	 	 	48	 	 	 	49	 	 	 	50	 	 	25% – 50% desktop
printers are not
included this count
	Copiers (Headquarters)

	 	 	119	 	 	 	122	 	 	 	125	 	 	 	128	 	 	 	131	 	 	 
	Copiers (Remote)

	 	 	45	 	 	 	46	 	 	 	47	 	 	 	48	 	 	 	49	 	 	 
	Scanners
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Faxes (Headquarters)

	 	 	102	 	 	 	104	 	 	 	106	 	 	 	109	 	 	 	112	 	 	 
	Faxes (Remote)

	 	 	39	 	 	 	40	 	 	 	41	 	 	 	42	 	 	 	43	 	 	 
	Blackberrys

	 	 	40	 	 	 	41	 	 	 	42	 	 	 	43	 	 	 	44	 	 	 
	IMACs – Headquarters
& Remote
(June 2003 to 

  May
2004)

	 	 	331	 	 	 	339	 	 	 	347	 	 	 	355	 	 	 	364	 	 	 









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Symetra Life Insurance Company (Symetra)

Schedule 2C—Distributed Computing Services SOW





			
	3.0	 	Distributed Computing Support Services Requirements






			
	3.1	 	Service Descriptions and Roles & Responsibilities




In addition to the Services, activities, and roles and responsibilities described in Schedule
2A — Cross Functional Services SOW, Distributed Computing Services include the following Services,
activities and roles and responsibilities.





			
	3.1.1	 	Distributed Computing Services




The Distributed Computing Services provided by ACS under this Distributed Computer Services SOW
include End User device provisioning and support required by Symetra End Users, including the
following:





	 	a.	 	Server Services:






	 	–	 	Procurement services
	 
	 	–	 	Installs, moves, adds, changes (IMAC)
	 
	 	–	 	Operational monitoring, as needed
	 
	 	–	 	Problem determination and resolution
	 
	 	–	 	Technical support and break fix
	 
	 	–	 	Software deployment and management






	 	b.	 	LAN File/Print/Storage Services:






	 	–	 	Procurement services
	 
	 	–	 	Data storage, backup and recovery
	 
	 	–	 	Network-attached printer support
	 
	 	–	 	Local application servers
	 
	 	–	 	LAN user administration
	 
	 	–	 	Problem determination and resolution
	 
	 	–	 	Technical support as needed






	 	c.	 	Symetra Headquarter Workstation/End-User Services (e.g., locally attached
desktop computer, laptop computers, printers, accessory cables and workgroup
hubs/switches, scanners, standardized personal digital assistant (PDA) devices,
CD/DVD burners and integrated machines, LCD, etc.)






	 	–	 	Operational monitoring, as needed
	 
	 	–	 	Commercially available system and productivity software deployment and
management
	 
	 	–	 	Problem determination and resolution







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Symetra Life Insurance Company (Symetra)

Schedule 2C—Distributed Computing Services SOW





	 	–	 	Technical Support and Break/Fix as needed
	 
	 	–	 	Management and distribution of Symetra approved standard image and related
Symetra approved software
	 
	 	–	 	Hardware deployment
	 
	 	–	 	Excludes physical office relocations






	 	d.	 	Remote Location Workstation/End User Services (e.g., locally attached
desktop computer, laptop computers, printers, scanners, fax, copiers, standardized
personal digital assistant (PDA) devices, facsimile servers, CD/DVD burners and
integrated machines, LCD, etc.)






	 	–	 	Installs, moves, adds, changes (IMAC), excluding physical office relocations
	 
	 	–	 	Operational monitoring, as needed
	 
	 	–	 	Problem determination and resolution
	 
	 	–	 	Technical support and Break/Fix as needed
	 
	 	–	 	Commercially available system and productivity software deployment and
management
	 
	 	–	 	Management and distribution of Symetra approved standard image and related
Symetra approved software
	 
	 	–	 	Hardware deployment






	 	e.	 	Storage Services: Storage services include the hardware, software and
staff resources necessary to meet Symetra requirements for storing non-shared and
shared information on Symetra’s distributed servers.
	 
	 	f.	 	Desktop Applications Services: Desktop application services include the
IT resources necessary to support business productivity software. Included are
personal productivity and office applications services (in accordance with Symetra
policies), and other basic IT resources necessary to meet the End User requirement
for performing typical office and business functions using commercially developed
applications and office suites.
	 
	 	g.	 	Electronic Mail (e-mail) Services: Support of distributed components of
centralized email services (see Schedule 2B — Data Center SOW). This includes
support for distributed e-mail applications, e-mail servers, wireless messaging
(e.g. BlackBerry), End-User support and e-mail authorized End User account
management.
	 
	 	h.	 	Remote Access Services - Employees: Remote access support services for
Symetra employees in remote or home locations.
	 
	 	i.	 	LAN Services: LAN services include the activities associated with End
User administration.
	 
	 	j.	 	Equipment Disposition will be coordinated by the ACS team, including
packaging of disposed equipment for shipping (e.g. palleting, wrapping, boxing,
etc).







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Schedule 2C—Distributed Computing Services SOW










	 	 	 	However responsibility for the actual packing supplies, postage, shipment, and
contract management of the disposal service will be retained and executed by Symetra.
ACS will recycle boxes and packing materials, as practicable, for re-use and shipping
of equipment. Symetra will provide packing boxes and materials if the recycle stock
has been depleted.
	 
	 	k.	 	Inventory Management/Asset Tracking: Management of the inventory and
tracking for both new and surplus equipment per Symetra best practices.






			
	3.1.2	 	General Responsibilities




The following table identifies general roles and responsibilities associated with this Distributed
Computing Services SOW. Two columns are provided to identify roles and responsibilities for the
Symetra Headquarters location, and two columns are provided to identify roles and responsibilities
for Symetra remote office locations. An “X” is placed in the column under the party that will be
responsible for performing the task. ACS responsibilities are indicated in the column labeled
“ACS”.



Testing of image prior to deployment



Table 2. General Roles and Responsibilities




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	Headquarters	 	Remote Offices
	General Roles and Responsibilities	 	ACS	 	Symetra	 	ACS	 	Symetra
	1. Define desktop/End User requirements
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	2. Recommend Services and standards for
supporting the desktop/End User
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	3. Approve services and standards for
supporting the desktop/End Users
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	4. Procure and own desktop and laptop hardware
and software and peripherals.
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	5. Deploy and manage desktop and laptop
hardware and software (e.g. operating system,
standard image, personal productivity and
office automation software and services)
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	6. Procure and own network-attached servers,
storage devices and peripherals
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	7. Deploy and manage network-attached servers,
storage devices and peripherals
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	8. Procure and own locally attached printers,
storage devices and miscellaneous peripherals
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	9. Deploy and manage locally attached
printers, storage devices and miscellaneous
peripherals
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	10. Provide storage services
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	11. Support distributed components of
centralized email services provided through
Data Center Services SOW
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	12. Provide and support remote access services
for Symetra employees in remote or home
locations
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 









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Schedule 2C—Distributed Computing Services SOW





	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	Headquarters	 	Remote Offices
	General Roles and Responsibilities	 	ACS	 	Symetra	 	ACS	 	Symetra
	13. Provide Level 1 and 2 Help Desk support
for personal productivity and office
automation software
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	14. Provide Level 2 support for Symetra
business applications (e.g. ViewStar, Cognos)
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	15. Provide Level 2 support of standard image
components required for Symetra business
applications.
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	16. Provide LAN administration
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	17. Provide problem determination and
resolution
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	18. Provide desktop break/fix and Level 2
hardware and system software support as
coordinated through the Help Desk
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	19. Provide server Break/Fix and Level 2
hardware and system software support as
coordinated through the Help Desk
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	20. Provide Level 1 technical support of
audio-visual technology in conference rooms
and training rooms identified by Symetra.
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	21. Provide Level 2 and Break/Fix technical
support of audio-visual technology in
conference rooms and training rooms identified
by Symetra.
	 	 	 	 	 	 	X	 	 	 	X	 	 	 	 	 
	22. Evaluate and recommend desktop-related
technology upgrades or refreshes.
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	23. Review and approve technology upgrades or
refresh plans prior to implementation.
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 







			
	3.1.3	 	Core Software Build and Deployment Services




ACS will perform the core software build deployment Services associated with the provision of
distributed computing infrastructure. The following table identifies the core software build and
deployment roles and responsibilities.



Table 3. Software Deployment/Management Roles and Responsibilities




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	Remote
	 	 	Headquarters	 	Offices
	Core Software Build and Deployment Roles and Responsibilities	 	ACS	 	Symetra	 	ACS	 	Symetra
	1. Recommend core software
deployment/management policies and procedures
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	2. Review and approve core software deployment/
management policies and procedures
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 









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Schedule 2C—Distributed Computing Services SOW





	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	Remote
	 	 	Headquarters	 	Offices
	Core Software Build and Deployment Roles and Responsibilities	 	ACS	 	Symetra	 	ACS	 	Symetra
	3. Provide technical assistance for defining
core image specifications for desktop, laptop
and servers
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	4. Specify proprietary requirements for Symetra
core image for desktop and laptop systems.
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	5. Approve standard core image specifications
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	6. Build core software server image
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	7. Build core software desktop image
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	8. Package and test for distribution and
fallback
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	9. Test functionality of approved distribution
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	10. Approve package for distribution
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	11. Provide necessary utilities/tools to
maintain and ensure compliance with core
software deployment/management policies and
procedures
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	12. Manage deployment efforts using formal
project management tools, methodologies and
standards (e.g. ITIL change and configuration
management practices)
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	13. Deploy core images (desktop, laptop,
servers)
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	14. Provide and administer a software
distribution facility
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	15. After a failure to the end user’s desktop
environment, restoral to the end user’s core
image with their unique application set and
network connections.
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	16. Develop scripts and macro programs to
automate standard Symetra processes as
appropriate (e.g., upgrading desktop images)
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	17. Develop, implement, and maintain macro
programs for Symetra standard distributed
computing applications and processes
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	18. Conduct deployment reviews and provide
results to Symetra
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	19. Review and approve results of deployment
reviews
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 







			
	3.1.4	 	Symetra Application Software Build and Deployment Services




ACS will perform the software build and deployment Services associated with the provision of
Symetra application software. The following table identifies the software build and deployment
roles and responsibilities.







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Schedule 2C—Distributed Computing Services SOW





Table 4. Software Deployment/Management Roles and Responsibilities




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Symetra Application Software Build and Deployment Roles and	 	Headquarters	 	Remote Offices
	Responsibilities	 	ACS	 	Symetra	 	ACS	 	Symetra
	1. Recommend application software deployment/management
policies and procedures
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	2. Review and approve application software deployment/
management policies and procedures
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	3. Provide technical assistance for defining Symetra
application software image specifications
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	4. Approve Symetra application image specifications
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	5. Build Symetra application image
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	6. Package and test for distribution and fallback
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	7. Test functionality of approved distribution
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	8. Approve package for distribution
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	9. Manage deployment efforts using formal project
management tools, methodologies and standards (e.g. ITIL
change and configuration management practices)
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	10. Deploy Symetra application images
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	11. Provide and administer a software distribution facility
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	12. Conduct deployment reviews and provide results to
Symetra
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	13. Review and approve results of deployment reviews
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 







			
	3.1.5	 	Operations and Administration




ACS is responsible for providing a number of operations and administration Services. Operations and
administration Services include the activities associated with the day-to-day management of the
installed systems and software environment. The following table identifies the operations and
administration Services roles and responsibilities that are specific to this SOW.




Table 5. Operations and Administration Roles and Responsibilities




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 	 	Remote
	 	 	Headquarters	 	Offices
	Operations and Administration Roles and Responsibilities	 	ACS	 	Symetra	 	ACS	 	Symetra
	1. Relocation of equipment for interoffice moves.
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	2. Provide Install, Add, Change services for desktop and
laptop systems and peripherals.
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	3. Perform and support hardware and software IMACs,
re-installations, updates and downloads for desktops and
laptops
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	4. Perform and support hardware and software IMACs,
re-installations, updates and downloads for servers
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 









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Symetra Life Insurance Company (Symetra)

Schedule 2C—Distributed Computing Services SOW





	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 	 	Remote
	 	 	Headquarters	 	Offices
	Operations and Administration Roles and Responsibilities	 	ACS	 	Symetra	 	ACS	 	Symetra
	5. Provide on-site technical support to End Users for
maintenance and Break/Fix activities
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	6. Conduct data and applications migration that is
necessary due to any hardware or software IMACs and
re-installations for desktops and laptops
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	7. Conduct data and applications migration that is
necessary due to any hardware or software IMACs and
re-installations for servers
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	8. Perform LAN/Domain/operating system administration
support activities (e.g. IP addressing, file and print
sharing, logon user-id and password maintenance) for all
managed servers (e.g. file/print, email)
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	9. Define backup/recovery requirements
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	10. Define file/database ownership and retention
requirements
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	11. Perform scheduled incremental and full tape backups of
servers
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	12. Exchange backup tapes with off-site storage facility
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	13. Purchase and manage paper/forms/consumables
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	14. Install consumables for printers
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	15. Install paper/forms for printers
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	16. Remove desktop/end user device print jobs and place in
output bins, courier and/or mail
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	17. Distribute desktop/end user device print jobs to user
locations
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	18. Define automated output distribution requirements
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	19. Maintain automated output distribution tables
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	20. Approve change management results
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	21. Manage user accounts, disk space quotas and access
control (OS, database, middleware, file systems, disk
space, etc.)
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	22. Provide support for external financial audits
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	23. Provide support for Symetra approved personal digital
assistants (PDAs)
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	24. Provide Tier 2 support for remote workers using Symetra
standard equipment (either home workers or remote office
workers) prior to dispatch of a third party support
organization
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	25. Asset tracking/management per Symetra standard policy
and procedures.
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	26. Provide ACS with Symetra standard equipment disposition
policy and procedures.
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 









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Symetra Life Insurance Company (Symetra)

Schedule 2C—Distributed Computing Services SOW




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 	 	Remote
	 	 	Headquarters	 	Offices
	Operations and Administration Roles and Responsibilities	 	ACS	 	Symetra	 	ACS	 	Symetra
	27. Provide equipment disposition services following
Symetra standard policy and procedures.
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	28. Provide ACS with inventory management policies which
also contain information regarding appropriate levels.
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	29. Provide inventory management services including
tracking and maintaining appropriate inventory levels and
reporting.
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 
	30. Establish guidelines for priority on-call services.
	 	 	 	 	 	 	X	 	 	 	 	 	 	 	X	 
	31. Provide priority on-call services in accordance with
Symetra standard policy and procedures.
	 	 	X	 	 	 	 	 	 	 	X	 	 	 	 	 







			
	3.1.6	 	Special Support Services




ACS will provide the following special Services, including installation/deployment, maintenance,
support, break/fix, software and other technical training, upgrades, etc.





	 	a.	 	VIP Support—Includes all support for designated Symetra Executives/VIPs.
This can include support in the home or other remote locations. Help Desk shall
immediately dispatch desk side support.
	 
	 	b.	 	Sales Support – Provide support for designated key identified Sales staff
who work from their home or remote offices. Help Desk shall escalate to the
priority support person aligned with the key sales staff.
	 
	 	c.	 	Walk-in Support at Local ACS Support Centers—(e.g., remote End Users
temporarily in Symetra offices)






			
	4.0	 	Service Management






			
	4.1	 	Objectives




A key objective of the Agreement is to attain the SLRs. SLAs and Project-specific SLAs are
specified with Fee Reductions where business is impacted through failure to meet significant
mission critical systems or services, or project milestones or objectives warrants a reduction in
Fees paid when Service performance requirements are not met. SLRs are detailed in the following
sections of this Distributed Computing Services SOW and SLAs are detailed in Schedule 5  — Fee
Reductions.



ACS shall provide written reports to Symetra regarding ACS’ compliance with the SLRs specified in
this SOW Schedule.





			
	4.2	 	Definitions




The following defined terms shall apply to this SOW and the following SLRs:



Administrative Functions – Routine functions such as setting up End User IDs, changing
authorization tables, changing account codes, and similar functions handled by ACS.







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Symetra Life Insurance Company (Symetra)

Schedule 2C—Distributed Computing Services SOW





Availability - The percentage of time the service is fully operational. Availability represents a
measure of the fraction of time during a defined period when the Service provided is deemed to be
better than the defined Quality of Service (QoS) threshold (Standard, Enhanced, Premium).




Availability(%) = 100% — Unavailability (%)

Where Unavailability is defined as:

S outage duration x 100

Scheduled Time – planned outage



Break/Fix – An End-User request placed due to a software or hardware problem encountered in
accessing or operating IT resources where support Services are required to resolve the problem.



Incident Resolution Time – The time elapsed from the initiation of a Trouble Ticket until Service
is restored.



Measurement Interval – The period of time performance will be calculated. This takes into
consideration the impact of continuous outage. For example, a monthly measurement interval for a
99% Minimum Performance for a 7x24 system with 8 hours of weekly planned downtime would allow 6.4
hours of a continuous outage with no other outages during the month. A weekly interval would only
allow 1.6 hours of a continuous outage.



Peripherals – Equipment such as local printers, workgroup hubs and switches, patch cords,
keyboards, mice, etc.



Reporting Interval – The time span between regular performance reporting periods.



Scheduled Time – The time during which Service is to be operational as designated in the applicable
SLR table.



Service Level Requirement (SLR) – The percentage of time or instances that the target service level
requirement must be met.



Target – The desired level of Service Symetra is seeking for that particular service level metric.





			
	4.3	 	Service Level Requirements (SLRs)




ACS shall meet the following minimum SLRs commencing on the Handover Date (unless another date
is expressly set forth in a particular SLR) that is applicable to Distributed Computing Services.
ACS must consistently meet or exceed the following SLRs. SLRs associated with Fee Reductions are
detailed in Schedule 5  — Fee Reductions. All times referenced are Pacific Standard Time.




Table 6. Server Availability SLR





			
	Definition	 	Server Availability is defined as the
accessibility and proper functioning of CPU,
system memory, disks and peripherals up to the
connection to the network.








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Symetra Life Insurance Company (Symetra)

Schedule 2C—Distributed Computing Services SOW






	 	 	 	 	 	 	 
	Server Availability
	Category	 	Service Measure	 	Performance Target	 	SLR
	Remote server
availability
(SLA/SLR will be in
effect 90 days
after production
deployment date)

	 	 	 	Sun-Sat, 0000-2400
	 	[***]%
	 	 	Formula	 	Availability(%) = 100% — Unavailability (%)
Where Unavailability is defined as:
	 
	 	 	 	 	 	 
	 	 	 	 	
(S Outage Duration x 100%)
 ̧ (Scheduled Time – Planned
Outage)
	 	 	Measure Interval	 	Capture daily, measure monthly, report monthly
within approved operational windows
	 	 	Measurement method	 	To be agreed by the Parties






Table 7. Install, Moves, Adds and Changes – Workstation and Peripherals





			
	Definition	 	Defined as an installation, move, add,
change of any hardware or software included
within the scope of Distributed Computing.





	 	 	 	 	 	 	 
	Installs, Moves, Adds, Changes
	Request	 	Service Measure	 	Performance Target	 	SLR
	1-10 in a single
request for new
equipment

	 	Schedule installation
appointment with the
end user
	 	Within 1 business day
following receipt of
the equipment.
	 	[***]%
	1-10 in a single
request for new
equipment

	 	Elapsed time to deploy
	 	Deployment complete
per customer
requested schedule
	 	[***]%
	More than 10 in a
single request

	 	Date and Scheduled
Time
	 	As agreed case by case
	 	[***]%
	Urgent request,
single move

	 	Elapsed time to deploy
	 	Per agreed schedule
	 	[***]%
	 	 	Formula	 	Number of instances within performance
Target / total number of instances during
Measurement Interval = “Percent (%)
Attained”
	 	 	Measurement Interval	 	Capture daily, measure monthly, report
monthly within approved operational
windows
	 	 	Measurement method	 	To be agreed by the Parties





Note: Most IMACs performed after business hours.



Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the Securities
and Exchange Commission.








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Symetra Life Insurance Company (Symetra)

Schedule 2C—Distributed Computing Services SOW





Table 8. Software Installation SLR




	 	 	 	 	 	 	 
	Software Installation
	Request	 	Service Measure	 	Performance Target	 	SLR
	Install software
requiring external
procurement

	 	Schedule appointment
with end-user
	 	Within 1 business day
following receipt of
software
	 	[***]%
	Install software
requiring external
procurement

	 	Elapsed time to deploy
	 	Deployment complete per
customer requested
schedule
	 	[***]%
	Install software
licensed under a
Master Services
Agreement

	 	Schedule appointment
with end-user
	 	Within 1 business day
following receipt of
request for software
	 	[***]%
	Install software
licensed under a
Master Services
Agreement

	 	Elapsed time to deploy
	 	Deployment complete per
customer requested
schedule
	 	[***]%
	Desktop/Laptop
operating system
(including service
packs and
non-critical
security patches)

	 	Elapsed time to deploy
	 	As agreed per project plan
	 	[***]%
	Local and Corporate
applications
software

	 	Elapsed time to deploy
to target population
	 	As agreed per project plan
	 	[***]%
	Core software
(messaging,
browser, etc.)

	 	Elapsed time to refresh
	 	As agreed per project plan
	 	[***]%
	Service/Security
patches and
antivirus updates
(SLA/SLR will be in
effect 60 days
after production
deployment date)

	 	Elapsed time to
commencement of
deployment
	 	Within 24 hrs. Measured
from approval or
automatic updates from
anti-virus vendor
	 	[***]%
	 	 	Formula	 	Number of instances within performance Target
/ total number of instances during
Measurement Interval = “Percent (%) Attained”
	 	 	Measurement Interval	 	Capture daily, measure monthly, report
monthly within approved operational windows
	 	 	Measurement method	 	To be agreed by the Parties





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp.,
this information has been filed separately with the Securities and Exchange Commission.








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Symetra Life Insurance Company (Symetra) 

Schedule 2C—Distributed Computing Services SOW





Table 9. Deployment — New Server (from time hardware and software arrive at installation site) SLR




	 	 	 	 	 	 	 
	Deployment – New Server
	Category	 	Service Measure	 	Performance Target	 	SLR
	New File & Print
and local
applications
servers Services

	 	Elapsed time to deploy
	 	As agreed per project plan
	 	[***]%
	 	 	Formula	 	Number of instances within performance Target
/ total number of instances during
Measurement Interval = “Percent (%) Attained”
	 	 	Measurement Interval	 	Capture daily, measure monthly, report
monthly within approved operational windows
	 	 	Measurement method	 	To be agreed by the Parties







			
	4.4	 	Reports




Without limiting the terms of Section 2.11.1 of the Agreement, ACS shall provide written
reports to Symetra regarding ACS’ compliance with the SLRs and other Distributed Computing activity
reports specified in this Schedule:



N/A





			
	5.0	 	Referenced SOW Appendices and SOW Schedules






			
	5.1	 	Referenced Distributed Computing Services SOW Appendices





	 	 	 
	SOW Appendix	 	Description
	C.1

	 	Distributed Computing Hardware
	C.2

	 	Distributed Computing Software
	C.3

	 	Distributed Computing Core Images







			
	5.2	 	Referenced ITSA Schedules





	 	 	 
	ITSA Schedule	 	Description
	Schedule 3

	 	Fees
	Schedule 5

	 	Fee Reductions
	Schedule 2A

	 	Cross Functional Services SOW







Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial
Corp., this information has been filed separately with the Securities and Exchange Commission.







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C-1 Distributed Computing Hardware


Laptop & Desktop Summary Info




	 	 	 	 	 	 	 	 	 
	 	 	Total CPUs
	Office Location / Category	 	Desktops	 	Laptops
	REDMOND-ADAMS BLDG
	 	 	6	 	 	 	2	 
	REDMOND-LIFE
	 	 	590	 	 	 	165	 
	REDMOND-RAINIER BLDG
	 	 	233	 	 	 	59	 
	REDMOND-SHASTA BLDG
	 	 	 	 	 	 	1	 
	SEATTLE-ROOSEVELT COMMONS
	 	 	 	 	 	 	1	 
	SEATTLE-WESTLAKE CENTER
	 	 	1	 	 	 	 	 
	Total Headquarters
	 	 	830	 	 	 	228	 
	ALISO VIEJO
	 	 	 	 	 	 	2	 
	ATLANTA — ING
	 	 	4	 	 	 	6	 
	BETHEL PARK LRMS
	 	 	 	 	 	 	1	 
	BOTHELL (L&I)
	 	 	1	 	 	 	 	 
	CINCINNATI
	 	 	3	 	 	 	1	 
	DULUTH
	 	 	14	 	 	 	1	 
	FEDERAL WAY
	 	 	2	 	 	 	 	 
	FENTON-SOUTH
	 	 	1	 	 	 	 	 
	GOLDEN
	 	 	 	 	 	 	1	 
	HARTFORD
	 	 	 	 	 	 	2	 
	HOFFMAN ESTATES
	 	 	3	 	 	 	4	 
	INDIANAPOLIS LRMS
	 	 	14	 	 	 	14	 
	LAKE OSWEGO
	 	 	2	 	 	 	2	 
	MAITLAND
	 	 	 	 	 	 	1	 
	MIAMI LRMS
	 	 	24	 	 	 	9	 
	NASHVILLE
	 	 	 	 	 	 	1	 
	OVERLAND PARK
	 	 	2	 	 	 	1	 
	RICHARDSON
	 	 	10	 	 	 	8	 
	SAN DIEGO — ING
	 	 	6	 	 	 	3	 
	SOUTH WINDSOR
	 	 	25	 	 	 	4	 
	SPOKANE
	 	 	 	 	 	 	1	 
	W CONSHOHOCKEN
	 	 	 	 	 	 	2	 
	UNACCOUNTED
	 	 	61	 	 	 	10	 
	Total Remote Office & Tele-worker
	 	 	172	 	 	 	74	 





Note: This is a low estimate (15-20%) based on system on line at time of count




Confidential
Information—For internal use only.




1









Table of Contents




C.1 - Distributed Computing Hardware
Laptops & Desktops Inventory





	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office / Branch	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Location (computer	 	Business	 	 	 	MFG Model (Name /	 	Comments	 	Comments	 	Comments	 	 
	name)	 	(department name)	 	MFG Make	 	Number)	 	(serial number)	 	(user name)	 	(user ID)	 	Office/City
	ALVLGRBETDYK

	 	Grp Dist-Mkt/Sls-Sales-Sca
	 	Compaq
	 	Deskpro
	 	6109DYSZQ785
	 	[***]
	 	[***]
	 	 SAN DIEGO — ING
	ALVLGRKATVIL

	 	Grp Dist-Mkt/Sls-Sales-Sca
	 	Compaq
	 	Deskpro
	 	6845BW85B645
	 	[***]
	 	[***]
	 	SAN DIEGO — ING
	ALVLGRTMALLO

	 	Grp Dist-Mkt/Sls-Sales-Sca
	 	Compaq
	 	Deskpro
	 	6847BW85E437
	 	[***]
	 	[***]
	 	SAN DIEGO — ING
	ATLELCANGDUV

	 	Life Claims-SE
	 	Compaq
	 	Deskpro
	 	6X19DYSZC05X
	 	[***]
	 	[***]
	 	DULUTH
	ATLELCBARNEL

	 	Life Claims-SE
	 	Compaq
	 	Deskpro
	 	6X19DYSZF0V8
	 	[***]
	 	[***]
	 	DULUTH
	ATLELCCHEBEN

	 	Life Claims-SE
	 	Compaq
	 	Deskpro
	 	6X19DYSZF3TH
	 	[***]
	 	[***]
	 	DULUTH
	ATLELCDORIEA

	 	Life Claims-SE
	 	Compaq
	 	Deskpro
	 	6X19DYSZF0LF
	 	[***]
	 	[***]
	 	DULUTH
	ATLELCELLLON

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro
	 	6X19DYSZF0L8
	 	[***]
	 	[***]
	 	not in outlook
	ATLELCKAYRO1

	 	Life Claims-SE
	 	Compaq
	 	Deskpro
	 	6X19DYSZF0LA
	 	[***]
	 	[***]
	 	DULUTH
	ATLELCSUEWHE

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro
	 	6X19DYSZF0XM
	 	[***]
	 	[***]
	 	DULUTH
	ATLELCTEMPPC

	 	Life Claims-SE
	 	Compaq
	 	Deskpro
	 	6X19DYSZF101
	 	[***]
	 	[***]
	 	DULUTH
	ATLELCTERCHE

	 	Life Claims-SE
	 	Compaq
	 	Deskpro
	 	6X19DYSZF0P8
	 	[***]
	 	[***]
	 	DULUTH
	ATLELCTERETH

	 	Life Claims-SE
	 	Compaq
	 	Deskpro
	 	6X19DYSZF0RJ
	 	[***]
	 	[***]
	 	DULUTH
	ATLELCTOMBOW

	 	Life Claims-SE
	 	Compaq
	 	Deskpro
	 	6X19DYSZF3V7
	 	[***]
	 	[***]
	 	DULUTH
	ATLELCWANCUT

	 	Life Claims-SE
	 	Compaq
	 	Deskpro
	 	6X19DYSZF0Y6
	 	[***]
	 	[***]
	 	DULUTH
	ATLLGRADTRIA

	 	Group Claims-Miami LRMS
	 	Compaq
	 	Deskpro EN Series
	 	6928CD640582
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRANGMEJ

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro
	 	6919CD64C535
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRANGMIL

	 	Grp Dist-Sales Eastn Div-Atl
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	ATLANTA — ING
	ATLLGRBETEXL

	 	Grp Dist-Sales Eastn Div-Atl
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	ATLANTA — ING
	ATLLGRBILDEF

	 	Grp Dist-Sales Eastn Div-Atl
	 	IBM
	 	26454EU
	 	78RXLR0
	 	[***]
	 	[***]
	 	ATLANTA — ING
	ATLLGRBILLED

	 	Grp Dist-Sales Eastn Div-Atl
	 	IBM
	 	26474AU
	 	78FLZRD
	 	[***]
	 	[***]
	 	ATLANTA — ING
	ATLLGRCARLMA

	 	Group Sales-NE-Miami
	 	IBM
	 	26476U8
	 	787BTRY
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRCARLPA

	 	Group Sales-NE-Miami
	 	Compaq
	 	Deskpro EN Series
	 	6830BW24J510
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRCARVIC

	 	Grp Dist-Sales Eastn Div-Atl
	 	Compaq
	 	Deskpro
	 	6050DYSZH124
	 	[***]
	 	[***]
	 	ATLANTA — ING
	ATLLGRCHIPAR

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro
	 	6852BW85A724
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRCYNMCG

	 	Group Claims-Miami LRMS
	 	Compaq
	 	Deskpro
	 	6848BW85D613
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRDEHALE

	 	Grp Dist-Sales Eastn Div-Atl
	 	IBM
	 	26474AU
	 	78FLTCT
	 	[***]
	 	[***]
	 	ATLANTA — ING
	ATLLGRDELHOW

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro
	 	6906BW85B396
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRELOHOW

	 	Group Claims-Miami LRMS
	 	Compaq
	 	Deskpro
	 	6905BW85A341
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRELSALM

	 	Policy Issue/Compliance
	 	Compaq
	 	Deskpro
	 	6848BW85B596
	 	[***]
	 	[***]
	 	not in outlook
	ATLLGRERIHIC

	 	Group Sales-Eastern Div-Miami
	 	IBM
	 	26476U8
	 	787BTVT
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRFLOSAA

	 	Group Systems
	 	IBM
	 	26476U8
	 	787BTVM
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRHEHALL

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro
	 	6850BW85B018
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRHERMKO

	 	Group Sales-Eastern Div-Miami
	 	Compaq
	 	Deskpro
	 	6839BW85K745
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRHOT004

	 	Group-Audit
	 	Compaq
	 	Deskpro
	 	6847BW85E422
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	ATLLGRJANBRA

	 	Group Systems
	 	Compaq
	 	Deskpro EP/SB Series
	 	6936CJN40686
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRKATTID

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro
	 	6906BW85A599
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRKEVDUC

	 	Group Systems
	 	IBM
	 	26476U8
	 	787BTPG
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRLORAUS

	 	Group U/W-LRMS Fla
	 	IBM
	 	26476U8
	 	787BTRG
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRLORVAN

	 	Group Distribution
	 	Compaq
	 	Deskpro
	 	6845BW85B757
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRLOUCAB

	 	Group Claims-Miami LRMS
	 	Compaq
	 	Deskpro
	 	6911BW85A898
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRMADIAZ

	 	Operations Management
	 	IBM
	 	26476U8
	 	787BTTM
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRMARCRU

	 	Group U/W-LRMS Fla
	 	Compaq
	 	Deskpro
	 	6846BW85A518
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRMARFON

	 	Group Claims-Miami LRMS
	 	Compaq
	 	Deskpro
	 	6846BW85A482
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRMARIAM

	 	Group Distribution
	 	IBM
	 	26476U8
	 	787BTRM
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRMARPOW

	 	Group Systems
	 	IBM
	 	26476U8
	 	787BTPF
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRMIRBEN

	 	Group Sales-Eastern Div-Miami
	 	Compaq
	 	Deskpro
	 	6906BW85E797
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRMURHEA

	 	Grp Dist-Sales Eastn Div-Atl
	 	IBM
	 	26454EU
	 	78RXNP9
	 	[***]
	 	[***]
	 	ATLANTA — ING
	ATLLGRNELBAS

	 	Group U/W-LRMS Fla
	 	IBM
	 	26476U8
	 	99G6LBM
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRPATEDW

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro
	 	6906BW85B048
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRPAUCAN

	 	Grp Dist-Sales Eastn Div-Atl
	 	IBM
	 	26454EU
	 	78RXTK0
	 	[***]
	 	[***]
	 	ATLANTA — ING
	ATLLGRRICGIV

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro
	 	6847BW85A837
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRRICLYO

	 	Group Distribution
	 	IBM
	 	264746U
	 	78KBND9
	 	[***]
	 	[***]
	 	ATLANTA — ING
	ATLLGRSARDIA

	 	LRMS-Production
	 	Compaq
	 	Deskpro
	 	6848BW85D650
	 	[***]
	 	[***]
	 	not in outlook
	ATLLGRSCOLOG

	 	Group U/W-LRMS Fla
	 	Compaq
	 	Deskpro
	 	6847BW85E631
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRSTENOV

	 	Policy Issue/Compliance
	 	Compaq
	 	Deskpro
	 	6903BW85A104
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRTONGRE

	 	Grp Dist-Sales Eastn Div-Atl
	 	Compaq
	 	Deskpro
	 	6906BW85C403
	 	[***]
	 	[***]
	 	ATLANTA — ING
	ATLLGRTORWAL

	 	Group Claims-Miami LRMS
	 	Compaq
	 	Deskpro
	 	6846BW85A843
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRTRN001

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro
	 	6906BW85E897
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	ATLLGRVALSUA

	 	Group Sales-NE-Miami
	 	Compaq
	 	Deskpro
	 	6843BW85A511
	 	[***]
	 	[***]
	 	MIAMI LRMS
	ATLLGRVISIT3

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro
	 	6911BW85A478
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	ATLLGRVIVGON

	 	Policy Issue/Compliance
	 	Compaq
	 	Deskpro
	 	6848BW85D582
	 	[***]
	 	[***]
	 	not in outlook
	ATLLGRZAIGON

	 	Group Claims-Miami LRMS
	 	Compaq
	 	Deskpro
	 	6906BW85E565
	 	[***]
	 	[***]
	 	MIAMI LRMS






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.





			
	 	 	 
	Confidential Information — For internal use only
	 	Laptop & Desktop Inventory







2









Table of Contents




C.1 - Distributed Computing Hardware
Laptops & Desktops Inventory



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office / Branch	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Location (computer	 	Business	 	 	 	MFG Model (Name /	 	Comments	 	Comments	 	Comments	 	 
	name)	 	(department name)	 	MFG Make	 	Number)	 	(serial number)	 	(user name)	 	(user ID)	 	Office/City
	ATLLMLTHOKRU

	 	Life Multiline-SE-Orlando
	 	IBM
	 	26474EU
	 	78P7DX6
	 	[***]
	 	[***]
	 	MAITLAND
	BOSLGRJONHEN

	 	Group Sales-NE-Boston
	 	IBM
	 	26474AU
	 	78FNPWL
	 	[***]
	 	[***]
	 	BOSTON LRMS
	BOSLGRTOMCOS

	 	Group Sales-NE-Boston
	 	IBM
	 	26476U8
	 	787BTXA
	 	[***]
	 	[***]
	 	BOSTON LRMS
	CHILCOAMYCAR

	 	Grp Dist-Mkt/Sls-Sales-Chi
	 	IBM
	 	26474AU
	 	78RKGT0
	 	[***]
	 	[***]
	 	HOFFMAN ESTATES
	CHILCOANNNOR

	 	Group U/W-LRMS Ind
	 	Compaq
	 	Deskpro
	 	6X17DYSZR00C
	 	[***]
	 	[***]
	 	HOFFMAN ESTATES
	CHILCOLAUCAL

	 	Grp Dist-Mkt/Sls-Sales-Chi
	 	Compaq
	 	DSDT
	 	6X1ADYSZ805J
	 	[***]
	 	[***]
	 	HOFFMAN ESTATES
	CHILCORALBR2

	 	BD Sales-East-Chi
	 	IBM
	 	26474EU
	 	78Z3T79
	 	[***]
	 	[***]
	 	HOFFMAN ESTATES
	CHILCOSCOHAM

	 	Sales & Marketing Systems
	 	IBM
	 	264746U
	 	78KGLZ0
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	CHILCOSHAWEA

	 	Grp Dist-Mkt/Sls-Sales-Chi
	 	Compaq
	 	DSDT
	 	6X1ADYSZ80YH
	 	[***]
	 	[***]
	 	HOFFMAN ESTATES
	CHILMLCHRHIG

	 	Multi-Line Dist-Sales-Chi
	 	IBM
	 	264746U
	 	78KGDK5
	 	[***]
	 	[***]
	 	HOFFMAN ESTATES
	CHILMLDAVDEI

	 	Multi-Line Dist-Sales-Chi
	 	IBM
	 	26474EU
	 	78P7CT7
	 	[***]
	 	[***]
	 	HOFFMAN ESTATES
	CINLIFBARBAP

	 	Group U/W-LRMS Ind
	 	Compaq
	 	Deskpro
	 	6043DYSZC282
	 	[***]
	 	[***]
	 	CINCINNATI
	CINLIFCHRHAY

	 	Group-Audit
	 	IBM
	 	26474AU
	 	78AGWM2
	 	[***]
	 	[***]
	 	BETHEL PARK LRMS
	CINLIFMARAUS

	 	Grp Dist-Mkt/Sls-Sales-Cin
	 	IBM
	 	26474AU
	 	78AGTY8
	 	[***]
	 	[***]
	 	CINCINNATI
	CINLIFSAUMOU

	 	Grp Dist-Mkt/Sls-Sales-Cin
	 	Compaq
	 	Deskpro
	 	6X17DYSZR005
	 	[***]
	 	[***]
	 	CINCINNATI
	CINLIFTERMUR

	 	Grp Dist-Mkt/Sls-Sales-Cin
	 	Compaq
	 	Deskpro
	 	6125DYSZK808
	 	[***]
	 	[***]
	 	CINCINNATI
	CONLGRCASTEV

	 	Grp Dist-Sales Eastn Div-Phi
	 	IBM
	 	26455EU
	 	78HNGX2
	 	[***]
	 	[***]
	 	W CONSHOHOCKEN
	CONLGRSHAMOR

	 	Grp Dist-Sales Eastn Div-Phi
	 	IBM
	 	26454EU
	 	78TATV0
	 	[***]
	 	[***]
	 	W CONSHOHOCKEN
	DALLIFBARDOY

	 	Grp Dist-Sales Eastn Div-Dal
	 	Compaq
	 	Deskpro
	 	6853BW85B104
	 	[***]
	 	[***]
	 	RICHARDSON
	DALLIFBELMOR

	 	Grp Dist-Sales Eastn Div-Dal
	 	Compaq
	 	Deskpro
	 	6846BW85A160
	 	[***]
	 	[***]
	 	RICHARDSON
	DALLIFBRYOUN

	 	Group U/W-Dal
	 	Compaq
	 	Deskpro
	 	6847BW85C599
	 	[***]
	 	[***]
	 	RICHARDSON
	DALLIFCHRENG

	 	Grp Dist-Sales Eastn Div-Dal
	 	IBM
	 	264746U
	 	78KFPT5
	 	[***]
	 	[***]
	 	RICHARDSON
	DALLIFCHUJAG

	 	Grp Dist-Sales Eastn Div-Dal
	 	IBM
	 	264746U
	 	78KGNN6
	 	[***]
	 	[***]
	 	RICHARDSON
	DALLIFDEBEVA

	 	Grp Dist-Sales Eastn Div-Dal
	 	IBM
	 	26474AU
	 	78AGVM2
	 	[***]
	 	[***]
	 	RICHARDSON
	DALLIFECHUKOE

	 	Life Multiline-SER
	 	IBM
	 	26474AU
	 	78FLPVB
	 	[***]
	 	[***]
	 	RICHARDSON
	DALLIFEDGCAR

	 	Grp Dist-Sales Eastn Div-Dal
	 	IBM
	 	264746U
	 	78KFNR0
	 	[***]
	 	[***]
	 	RICHARDSON
	DALLIFFRATIP

	 	Grp Dist-Sales Eastn Div-Dal
	 	Compaq
	 	Deskpro
	 	6041DYSZD453
	 	[***]
	 	[***]
	 	RICHARDSON
	DALLIFJAMKOC

	 	Group U/W-Dal
	 	Compaq
	 	Deskpro
	 	6907BW85B207
	 	[***]
	 	[***]
	 	RICHARDSON
	DALLIFJAMROB

	 	Group U/W-Dal
	 	IBM
	 	264746U
	 	78CWVH0
	 	[***]
	 	[***]
	 	RICHARDSON
	DALLIFJANDEA

	 	Grp Dist-Sales Eastn Div-Dal
	 	IBM
	 	26474AU
	 	78AGTT0
	 	[***]
	 	[***]
	 	RICHARDSON
	DALLIFLOUMOU

	 	Grp Dist-Sales Eastn Div-Dal
	 	Compaq
	 	Deskpro
	 	6840BW85K020
	 	[***]
	 	[***]
	 	RICHARDSON
	DALLIFMISGRI

	 	Group U/W-Dal
	 	Compaq
	 	Deskpro
	 	6847BW85E266
	 	[***]
	 	[***]
	 	RICHARDSON
	DALLIFMONFLO

	 	Grp Dist-Sales Eastn Div-Dal
	 	Compaq
	 	Deskpro
	 	6044DYSZP860
	 	[***]
	 	[***]
	 	RICHARDSON
	DALLIFPARPER

	 	Life Multiline-CEN
	 	IBM
	 	264746U
	 	78KBWY8
	 	[***]
	 	[***]
	 	RICHARDSON
	DALLIFREBZEU

	 	Grp Dist-Sales Eastn Div-Dal
	 	Compaq
	 	Deskpro
	 	6851BW85C318
	 	[***]
	 	[***]
	 	RICHARDSON
	DALLIFTOMMYM

	 	Group U/W-Dal
	 	Compaq
	 	Deskpro
	 	6905BW85A317
	 	[***]
	 	[***]
	 	RICHARDSON
	DENLIFDANORR

	 	Multi-Line Dist-Sales-Den
	 	IBM
	 	26454EU
	 	78AAARY
	 	[***]
	 	[***]
	 	GOLDEN
	DEVTS026

	 	Group Systems
	 	Compaq
	 	ProLiant DL380
	 	D024DKN1N912
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	FEDITOSTEMED

	 	Sales & Marketing Systems
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA032
	 	[***]
	 	[***]
	 	FEDERAL WAY
	FTVLGRCORWEM

	 	Grp Dist-Mkt/Sls-Sales-Sca
	 	Compaq
	 	Deskpro
	 	6037DYSZL746
	 	[***]
	 	[***]
	 	SAN DIEGO — ING
	FTVLGRDEBROT2

	 	Grp Dist-Mkt/Sls-Sales-Sca
	 	IBM
	 	264746U
	 	78KGCP4
	 	[***]
	 	[***]
	 	SAN DIEGO — ING
	FTVLGRHOTEL1

	 	Grp Dist-Mkt/Sls-Sales-Sea
	 	Compaq
	 	Deskpro
	 	6918CD64D865
	 	[***]
	 	[***]
	 	REDMOND-ADAMS BLDG
	FTVLGRJACWHI

	 	Group Claims-Miami LRMS
	 	Compaq
	 	Deskpro
	 	6849BW85D255
	 	[***]
	 	[***]
	 	not in outlook
	FTVLGRJUNKEY

	 	Grp Dist-Mkt/Sls-Sales-Sca
	 	Compaq
	 	Deskpro
	 	6838BW85M675
	 	[***]
	 	[***]
	 	SAN DIEGO — ING
	FTVLGRROBREN

	 	Grp Dist-Mkt/Sls-Sales-Sca
	 	Compaq
	 	Deskpro
	 	6110DYSZU299
	 	[***]
	 	[***]
	 	SAN DIEGO — ING
	FTVLGRSCWILL

	 	Grp Dist-Mkt/Sls-Sales-Sca
	 	IBM
	 	264746U
	 	78KGCM1
	 	[***]
	 	[***]
	 	SAN DIEGO — ING
	FTVLGRSUELEE

	 	Grp Dist-Mkt/Sls-Sales-Sca
	 	Compaq
	 	Deskpro
	 	6109DYSZQ628
	 	[***]
	 	[***]
	 	not in outlook
	FTVLGRTRAELB

	 	Grp Dist-Mkt/Sls-Sales-Sca
	 	IBM
	 	26476U8
	 	787BTWA
	 	[***]
	 	[***]
	 	SAN DIEGO — ING
	FTVLMLPETCAM

	 	Multi-Line Dist-Sales-Sca
	 	IBM
	 	26474EU
	 	78P7AY8
	 	[***]
	 	[***]
	 	ALISO VIEJO
	FTVLMLTUYPHA

	 	Life Multiline Pension Sls-SW
	 	IBM
	 	264746U
	 	78KBZD3
	 	[***]
	 	[***]
	 	ALISO VIEJO
	HARLCOJIMNIS

	 	Life Ind Multiline Sls-NE-Hrt
	 	IBM
	 	264746U
	 	78KBVW7
	 	[***]
	 	[***]
	 	HARTFORD
	HARLIFJIMNIS

	 	Life Ind Multiline Sls-NE-Hrt
	 	IBM
	 	264746U
	 	78KBVW7
	 	[***]
	 	[***]
	 	HARTFORD
	HOXEBSSUSASI

	 	Retirement Services Systems
	 	Compaq
	 	Deskpro
	 	6043DYSZA224
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	HOXEPOALBKIM

	 	Sales & Marketing Systems
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA017
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	HOXGMCRANTAL

	 	General Management — Life
	 	Compaq
	 	Deskpro
	 	6849BW85D506
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	HOXMKTGINMON

	 	Sales & Marketing Systems
	 	IBM
	 	26474EU
	 	78Z0T86
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	HOXTRUANIKRE

	 	SAFECO Trust Company-HO
	 	Compaq
	 	Evo D510 CMT
	 	W239KN8XA061
	 	[***]
	 	[***]
	 	location not in outlook
	HOXTRUBERSEM

	 	SAFECO Trust Company-HO
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	location not in outlook
	HOXTRUCBUTLE

	 	SAFECO Trust Company-HO
	 	Compaq
	 	Deskpro
	 	6X19DYSZF3MZ
	 	[***]
	 	[***]
	 	not in outlook
	HOXTRUEVATOR

	 	SAFECO Trust Company-HO
	 	Compaq
	 	Deskpro
	 	6X19DYSZF0PE
	 	[***]
	 	[***]
	 	not in outlook
	HOXTRUGARGRI

	 	SAFECO Trust Company-HO
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	location not in outlook
	HOXTRUMANELS

	 	SAFECO Trust Company-HO
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	not in outlook
	HOXTRUMARKBA

	 	SAFECO Trust Company-HO
	 	Compaq
	 	Evo D510 CMT
	 	W239KN8XA059
	 	[***]
	 	[***]
	 	not in outlook






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.





			
	 	 	 
	Confidential Information — For internal use only
	 	Laptop & Desktop Inventory






3









Table of Contents




C.1 - Distributed Computing Hardware
Laptops & Desktops Inventory



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office / Branch	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Location (computer	 	Business	 	 	 	MFG Model (Name /	 	Comments	 	Comments	 	Comments	 	 
	name)	 	(department name)	 	MFG Make	 	Number)	 	(serial number)	 	(user name)	 	(user ID)	 	Office/City
	HOXTRUMARYWI

	 	SAFECO Trust Company-HO
	 	Compaq
	 	Deskpro
	 	6X19DYSZF0PS
	 	[***]
	 	[***]
	 	not in outlook
	HOXTRUMICCOR1

	 	SAFECO Trust Company-HO
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	SEATTLE-WESTLAKE CENTER
	HOXTRUROBNOK

	 	SAFECO Trust Company-HO
	 	Compaq
	 	Evo D510 CMT
	 	W239KN8XA060
	 	[***]
	 	[***]
	 	not in outlook
	HOXTRUSAMTHI

	 	SAFECO Trust Company-HO
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	not in outlook
	INDLGRBENJO1

	 	Grp Dist-Mkt/Sls-Sales-Ind
	 	Compaq
	 	Evo D500
	 	U216JYFZA193
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLGRCHADUG

	 	Group U/W-LRMS Ind
	 	Compaq
	 	Evo D500
	 	U216JYFZA196
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLGRCONGI1

	 	Group U/W-LRMS Ind
	 	Compaq
	 	Evo D500
	 	W216JYFZA351
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLGRGUEST1

	 	Group U/W-LRMS Ind
	 	Compaq
	 	Deskpro
	 	6907BW85A732
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLGRJANMOO

	 	Grp Dist-Mkt/Sls-Sales-Ind
	 	Compaq
	 	Evo D500
	 	U216JYFZA329
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLGRJEENGL

	 	Grp Dist-Mkt/Sls-Sales-Ind
	 	IBM
	 	26476U8
	 	787BTNV
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLGRJIMSEE

	 	Grp Dist-Mkt/Sls-Sales-Ind
	 	IBM
	 	26476U8
	 	787BTTT
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLGRKIMVA1

	 	Grp Dist-Mkt/Sls-Sales-Ind
	 	IBM
	 	26476U8
	 	787BTPK
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLGRLORMCK

	 	Group U/W-LRMS Ind
	 	Compaq
	 	Evo D500
	 	U215JYFZC372
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLGRMARGRE

	 	Group U/W-LRMS Ind
	 	IBM
	 	26454EU
	 	78AAMZK
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLGRMARSTU

	 	Group U/W-LRMS Ind
	 	IBM
	 	26474AU
	 	78AGTX9
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLGRNICOEL

	 	Grp Dist-Mkt/Sls-Sales-Midwest
	 	Compaq
	 	Evo D500
	 	U216JYFZA226
	 	[***]
	 	[***]
	 	not in outlook
	INDLGRPAGILE

	 	Group-Audit
	 	IBM
	 	TP600X___
	 	 	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLGRPHYSAN

	 	Group U/W-LRMS Ind
	 	Compaq
	 	Evo D500
	 	U215JYFZC279
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLGRSCKIN1

	 	Grp Dist-Mkt/Sls-Sales-Ind
	 	Compaq
	 	Evo D500
	 	U215JYFZC531
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLGRSTEGAS

	 	Group U/W-LRMS Fla
	 	IBM
	 	26476U8
	 	787BVDF
	 	[***]
	 	[***]
	 	not in outlook
	INDLIFDEBDE1

	 	Actu-Prod Dev-Indiv
	 	IBM
	 	26474AU
	 	78FNVCL
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLIFDEBDEN

	 	Actu-Prod Dev-Indiv
	 	Compaq
	 	Deskpro
	 	6920CD64E886
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLIFDEBKEN

	 	Individual Systems
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLIFJAMSTA

	 	Individual Systems
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLIFJOYMCA

	 	Actu-Prod Dev-Indiv
	 	IBM
	 	26474PU
	 	78KZ8YA
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLIFLAPTOP

	 	Individual Systems
	 	IBM
	 	26454AU
	 	78VNF66
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLIFLOIWHI

	 	Actu-Prod Dev-Indiv
	 	IBM
	 	26474AU
	 	78FNTBX
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLIFMARMER

	 	Individual Systems
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLMLANTMEN

	 	Multi-Line Dist Sales-Ind
	 	Compaq
	 	DSDT
	 	X150DYSZA294
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLMLANTMEN

	 	Multi-Line Dist Sales-Ind
	 	Compaq
	 	DSDT
	 	X150DYSZA294
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLMLJOHMON

	 	Multi-Line Dist Sales-Ind
	 	IBM
	 	26474AU
	 	78FNTYH
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLMLMARSIM

	 	Multi-Line Dist Sales-Ind
	 	IBM
	 	26474EU
	 	78P7DC7
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	INDLMLPAUGRA

	 	Multi-Line Dist Sales-Ind
	 	IBM
	 	26474AU
	 	78FNRCR
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	KANLIFKARWOL

	 	Grp Dist-Mkt/Sls-Sales-Kansas
	 	Compaq
	 	Deskpro
	 	6107DYSZD718
	 	[***]
	 	[***]
	 	OVERLAND PARK
	KANLIFKATHBE

	 	Grp Dist-Mkt/Sls-Sales-Kansas
	 	Compaq
	 	Evo D500
	 	6X25JYFZF0BP
	 	[***]
	 	[***]
	 	OVERLAND PARK
	KANLIFTIJOHN

	 	Grp Dist-Mkt/Sls-Sales-Kansas
	 	IBM
	 	264746U
	 	78CWXV7
	 	[***]
	 	[***]
	 	OVERLAND PARK
	MFBONUS2

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro EN Series
	 	6847BW85D382
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	PORLIFAZAGON

	 	Grp Dist-Mkt/Sls-Sales-Por
	 	IBM
	 	264746U
	 	78KGLC6
	 	[***]
	 	[***]
	 	LAKE OSWEGO
	PORLIFDONACA

	 	Mortgage Loan
	 	Compaq
	 	Deskpro EN Series
	 	6928CD640658
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	PORLIFLISKEN

	 	Grp Dist-Mkt/Sls-Sales-Por
	 	Compaq
	 	Deskpro
	 	6110DYSZP190
	 	[***]
	 	[***]
	 	LAKE OSWEGO
	PORLIFSUSHAW

	 	Grp Dist-Mkt/Sls-Sales-Por
	 	Compaq
	 	Deskpro EN Series
	 	6838bw5bn075
	 	[***]
	 	[***]
	 	LAKE OSWEGO
	PORSSULAB006

	 	Grp Dist-Mkt/Sls-Sales-Sea
	 	Compaq
	 	Deskpro
	 	6839BW85J198
	 	[***]
	 	[***]
	 	REDMOND-ADAMS BLDG
	RAISISPAWEB1

	 	SIS Operations
	 	Compaq
	 	Deskpro
	 	6926CD640942
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDACCAMGOO1

	 	Internal Wholesalers
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA012
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCAMGOOD

	 	Sales Center-Call Center
	 	Compaq
	 	Evo D510 CMT
	 	6924CD64A630
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCBARNO1

	 	Sales Center-Call Center
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA091
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCBOBLEW

	 	Internal Wholesalers
	 	Compaq
	 	Evo D510 CMT
	 	78P6YW0
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCBRADUN

	 	Internal Wholesalers
	 	Compaq
	 	Evo D510 CMT
	 	6949CJN4N704
	 	[***]
	 	[***]
	 	not in outlook
	REDACCCARFRE

	 	Sales Center
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA100
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCDFSMI1

	 	Internal Wholesalers
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA055
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCDFSMIT

	 	Life Finance Group
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA041
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCDUAGER

	 	Sales Center-Call Center
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA119
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCGARGON

	 	Internal Wholesalers
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA004
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCGARJOH

	 	Internal Wholesalers
	 	Compaq
	 	Evo D510 CMT
	 	6924CD640183
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCJASSHU

	 	Internal Wholesalers
	 	Compaq
	 	Evo D510 CMT
	 	78MH8C1
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCJEAWEL

	 	Sales Center-Call Center
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA035
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCJEFCHA

	 	Internal Wholesalers
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA114
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCJESKAN

	 	Internal Wholesalers
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA072
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCJIMLEW

	 	Sales Center-Call Center
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA065
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCJMARTH

	 	Internal Wholesalers
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA028
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCJOAHEN

	 	Sales Center
	 	IBM
	 	26474AU
	 	78FNTDR
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCJODPI1

	 	Internal Wholesalers
	 	Compaq
	 	Evo D510 CMT
	 	6851BW85B725
	 	[***]
	 	[***]
	 	not in outlook
	REDACCJORINB

	 	Internal Wholesalers
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA095
	 	[***]
	 	[***]
	 	REDMOND-LIFE






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.





			
	 	 	 
	Confidential Information — For internal use only
	 	Laptop & Desktop Inventory






4









Table of Contents




C.1 - Distributed Computing Hardware
Laptops & Desktops Inventory



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office / Branch	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Location (computer	 	Business	 	 	 	MFG Model (Name /	 	Comments	 	Comments	 	Comments	 	 
	name)	 	(department name)	 	MFG Make	 	Number)	 	(serial number)	 	(user name)	 	(user ID)	 	Office/City
	REDACCJOSMIT

	 	Sales Center-Call Center
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA108
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCKARIWA

	 	Internal Wholesalers
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA097
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCKITSMI

	 	Sales Center-Call Center
	 	Compaq
	 	Evo D510 CMT
	 	6930CD640171
	 	[***]
	 	[***]
	 	not in outlook
	REDACCLAULEP

	 	Sales Center
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA105
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCLISHER

	 	Sales Center-Call Center
	 	Compaq
	 	Evo D510 CMT
	 	78RABFL
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCLORLEO

	 	Sales Center
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA104
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCLORPIZ

	 	Sales Center-Call Center
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA089
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCMEMCCA

	 	Sales Center-Call Center
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA014
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCNOMMCN

	 	Sales Center-Call Center
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA027
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCPHILAR

	 	Internal Wholesalers
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA116
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCRICKUE

	 	Internal Wholesalers
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA007
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCSAMTIE

	 	Sales Center-Call Center
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA120
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCSANHA1

	 	Internal Wholesalers
	 	Compaq
	 	Evo D510 CMT
	 	W251KN8XA108
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCSANHAW

	 	Internal Wholesalers
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA113
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCSHABEM

	 	Sales Center-Call Center
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA129
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCSPECHR

	 	Sales Center-Call Center
	 	Compaq
	 	Evo D510 CMT
	 	U234KN8XA038
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCSTENGU

	 	Sales Center-Call Center
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA087
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCSUSDA1

	 	Distribution Management
	 	IBM
	 	26454EU
	 	78TCZV7
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCTESSTA

	 	Sales Center
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA102
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCTRAIN1

	 	Individual Systems
	 	Compaq
	 	Deskpro EN Series
	 	6928CD640587
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCTRAIN2

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6848BW85D627
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDACCWAYNEL

	 	Sales Center-Call Center
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA081
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDAGEBBURNS

	 	Life Agy-Appointments
	 	Compaq
	 	Deskpro EP/SB Series
	 	6938CJN41100
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDAGEMICFAR

	 	Life Agy-Appointments
	 	IBM
	 	26474AU
	 	78VGTH5
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDAGESHAKNA

	 	Life Agy-Appointments
	 	IBM
	 	23737CU
	 	KPBPHKX
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDAGESTEFAL

	 	Life Agy-Appointments
	 	IBM
	 	26474AU
	 	78FNPPK
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDALMLMARMCM

	 	Multi-Line Marketing
	 	Compaq
	 	DSDT
	 	6X1ADYSZ809J
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTAMHUNT

	 	Life Fin Grp-Financial Report
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA112
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTBETVAN

	 	Life Fin Grp-Financial Report
	 	Compaq
	 	Deskpro
	 	6847BW85C666
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTBEVMO1

	 	Life Finance Group
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA064
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTBEVMOR

	 	Life Finance Group
	 	Compaq
	 	Deskpro
	 	6037DYSZG755
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTBRETAY

	 	Life Fin Grp-Expense Analysis
	 	IBM
	 	26474AU
	 	78FNTWZ
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTCARCRO

	 	Life Fin Grp-Financial Report
	 	Compaq
	 	Evo D510 CMT
	 	W309KN8XA001
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTCATCOO

	 	Life Fin Grp-Financial Report
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTCHAKAL

	 	Life Finance Group — Fin Ops
	 	IBM
	 	26476U8
	 	787BTWK
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTCOMURP

	 	Life Finance Group
	 	IBM
	 	26474PU
	 	78KZ4BN
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTDANAS1

	 	Life Fin Grp-Financial Report
	 	IBM
	 	26474PU
	 	78MH7C3
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTDANSCH

	 	Life Fin Grp-Financial Report
	 	IBM
	 	26474AU
	 	78FMAAR
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTDENTH1

	 	Life Fin Grp-Actuarial Report
	 	IBM
	 	26474AU
	 	78FNTVK
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTDIALAW

	 	Life Finance Group
	 	Compaq
	 	Evo D510 CMT
	 	W243KN8XA006
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTERIYOR

	 	Life Finance Group — Fin Ops
	 	Compaq
	 	Evo D510 CMT
	 	6112DYSZ1502
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTFLOMCA

	 	Life Finance Group — Fin Ops
	 	Compaq
	 	Deskpro
	 	6052DYSZJ435
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTHENHAR

	 	Life Fin Grp-Actuarial Report
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA073
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTKATMEY

	 	Life Finance Group — Fin Ops
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA098
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTKIRFLY

	 	Life Fin Grp-Financial Report
	 	Compaq
	 	Evo D510 CMT
	 	6112DYSZ0496
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTMARBRA

	 	Life Finance Group
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA063
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTMARGAU

	 	Life Finance Group — Fin Ops
	 	Compaq
	 	Deskpro
	 	6106DYSZD960
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTMARGME

	 	Life Fin Grp-Actuarial Report
	 	IBM
	 	26474PU
	 	78KZ3ZD
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTMARGME1

	 	Life Fin Grp-Actuarial Report
	 	Compaq
	 	Deskpro
	 	6046DYSZC737
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTMARGME2

	 	Life Fin Grp-Actuarial Report
	 	Compaq
	 	Deskpro
	 	6X17DYSZR00A
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTMARHER

	 	Life Fin Grp-Expense Analysis
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTMARMCE

	 	Life Fin Grp-Financial Report
	 	Compaq
	 	EVO
	 	W232JYFXA003
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTMARWI2

	 	Life Fin Grp-Actuarial Report
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA086
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTMARWIT

	 	Life Finance Group
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA022
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTMGR001

	 	Life Fin Grp-Financial Report
	 	IBM
	 	26474EU
	 	78T5ZC2
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTMIKHEA

	 	Life Fin Grp-Actuarial Report
	 	Compaq
	 	DSDT
	 	6X1ADYSZ80CA
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTMIKKIN

	 	General Management — Life
	 	IBM
	 	26474PU
	 	78KZ4KB
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTRICSTO

	 	Life Fin Grp-Expense Analysis
	 	Compaq
	 	Deskpro
	 	6040DYSZG671
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTSALYMA

	 	Life Finance Group — Fin Ops
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA045
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTSHABIS

	 	Life Fin Grp-Financial Report
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA006
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTSHARE1

	 	Life Fin Grp-Financial Report
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA011
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTSHELWI

	 	Life Fin Grp-Actuarial Report
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA101
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTSHIRZU

	 	Life Fin Grp-Actuarial Report
	 	IBM
	 	26474PU
	 	78KZ3DW
	 	[***]
	 	[***]
	 	REDMOND-LIFE






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.





			
	 	 	 
	Confidential Information — For internal use only
	 	Laptop & Desktop Inventory






5









Table of Contents




C.1 - Distributed Computing Hardware
Laptops & Desktops Inventory



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office / Branch	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Location (computer	 	Business	 	 	 	MFG Model (Name /	 	Comments	 	Comments	 	Comments	 	 
	name)	 	(department name)	 	MFG Make	 	Number)	 	(serial number)	 	(user name)	 	(user ID)	 	Office/City
	REDCNTTAKKAT

	 	Life Fin Grp-Financial Report
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA005
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTTAKWAN

	 	Life Fin Grp-Actuarial Report
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTTEMP2

	 	Life Finance Group — Fin Ops
	 	Compaq
	 	Deskpro
	 	6112DYSZ0496
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCNTTONCAM

	 	Life Fin Grp-Financial Report
	 	IBM
	 	26474PU
	 	78KZ8XW
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCOMANHOLT

	 	Marketing-Administration
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA067
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCOMBECGRE

	 	Agy Svcs-Ins Compliance
	 	Compaq
	 	Deskpro EP/SB Series
	 	6X25JYFZE056
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCOMBOBPET

	 	Agy Svcs-Ins Compliance
	 	Compaq
	 	Deskpro EP/SB Series
	 	6X25JYFZH0BH
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCOMFANCRO

	 	Agy Svcs-Ins Compliance
	 	Compaq
	 	Deskpro
	 	6903BW85A095
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCOMGERKIS

	 	Agy Svcs-Ins Compliance
	 	Compaq
	 	Deskpro
	 	6847BW85C688
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCOMGORBOW

	 	Agy Svcs-Ins Compliance
	 	Compaq
	 	Deskpro
	 	6903BW85A094
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCOMHEISTE

	 	Agy Svcs-Securities Compliance
	 	Compaq
	 	Deskpro EP/SB Series
	 	6941CJN4N298
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCOMJAYQUA

	 	Agy Svcs-Ins Compliance
	 	Compaq
	 	Deskpro
	 	6849BW85A121
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCOMJODIN1

	 	Agy Svcs-Ins Compliance
	 	Compaq
	 	Deskpro
EP/SB Series
	 	78BLDB1
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCOMJODIN1

	 	Agy Svcs-Ins Compliance
	 	Compaq
	 	Deskpro EP/SB Series
	 	6010CJN4A125
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCOMJUDWAL

	 	Agy Svcs-Ins Compliance
	 	Compaq
	 	Deskpro EP/SB Series
	 	6945CJN4N766
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCOMKRIKEN

	 	Agy Svcs-Ins Compliance
	 	Compaq
	 	Deskpro EP/SB Series
	 	6946CJN4L275
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCOMLISHAM

	 	Agy Svcs-Ins Compliance
	 	Compaq
	 	Deskpro EP/SB Series
	 	6941CJN4M545
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCOMMICSPE

	 	Agy Svcs-Securities Compliance
	 	Compaq
	 	Deskpro
	 	6110DYSZP184
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCOMPATRRO

	 	Agy Svcs-Securities Compliance
	 	Compaq
	 	Deskpro EP/SB Series
	 	6944CJN4K177
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDCOMSHEUNJ

	 	Agy Svcs-Ins Compliance
	 	Compaq
	 	Deskpro
	 	6036DYSZX862
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDEASTAB007

	 	Symetra Program Office
	 	ACER
	 	TravelMate 100
	 	9148R01081223016FFM000
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDECDCRATRO

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6111DYSZM986
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDECDORIESP

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro
	 	6052DYSZJ426
	 	[***]
	 	[***]
	 	FEDERAL WAY
	REDGRPNORGER

	 	Life Claims-NW
	 	Compaq
	 	Deskpro
	 	6915CD64A485
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDHRXANNDIO

	 	Human Resources
	 	Compaq
	 	Deskpro
	 	6041DYSZD788
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDHRXBARTSM

	 	Human Resources
	 	Compaq
	 	Deskpro
	 	6Y19DYSZ8189
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDHRXCARNEL

	 	Human Resources
	 	Compaq
	 	Deskpro EP/SB Series
	 	6011DT63C286
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDHRXCHRKAT

	 	Human Resources
	 	IBM
	 	26474AU
	 	78FNRPY
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDHRXEVOHAR

	 	Human Resources
	 	Compaq
	 	Deskpro EP/SB Series
	 	6011DT63C283
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDHRXHENSHI

	 	HR Adm-Business Continuity
	 	IBM
	 	26474PU
	 	78KZ8LN
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDHRXJESNIC

	 	HR Adm-Business Continuity
	 	IBM
	 	26474PU
	 	78KZ9TW
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDHRXKATBAL

	 	Human Resources
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDHRXMARLOZ

	 	Human Resources
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA059
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDHRXMICNEA

	 	Human Resources
	 	IBM
	 	26474EU
	 	78P7RX4
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDHRXTERKRE

	 	Human Resources
	 	Compaq
	 	Deskpro EP/SB Series
	 	6011DT63F091
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDIAXROSJAM

	 	Income Annu-Cust Care
	 	Compaq
	 	EVO
	 	W230JYFXA020
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDITOBETMA1

	 	Symetra Program Office
	 	IBM
	 	26474PU
	 	78MH1D7
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDITOTROOLS

	 	Symetra Program Office
	 	IBM
	 	26474PU
	 	78KZ9RR
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDIWSMICJON

	 	Core Systems & Services
	 	Compaq
	 	Deskpro
	 	6051DYSZL504
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAALYNJAY

	 	Income Annu-Cust Care
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA023
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLASKRIMO1

	 	Life Agency Information-NW
	 	Compaq
	 	Deskpro
	 	6040DYSZG687
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLASLINSLI

	 	Life Agency Information-NW
	 	Compaq
	 	Deskpro
	 	6918CD64J046
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLASLORHOU

	 	Human Resources
	 	Compaq
	 	Deskpro EP/SB Series
	 	6003CJN4K214
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLASSTDONA

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro
	 	6112DYSZG336
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLASSYLHUN

	 	Life Agency Information-NW
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLASTINWON

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro
	 	6044DYSZQ681
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXALHALL

	 	Retirement Services Systems
	 	IBM
	 	26476U8
	 	787BVAT
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXAMYAN1

	 	Retirement Services Systems
	 	IBM
	 	26474PU
	 	78KZ9LK
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXANDHAC1

	 	Sales & Marketing Systems
	 	IBM
	 	26474PU
	 	78KZ9LR
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXANDLOG

	 	Retirement Services Systems
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXAUDHON

	 	Income Annuities Systems
	 	Compaq
	 	Deskpro
	 	6123DYSZN860
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXBARCUL

	 	Symetra Quality Assurance
	 	Compaq
	 	Deskpro
	 	p3368AF9VK9616
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXBUDDJU1

	 	Retirement Services Systems
	 	IBM
	 	26474MU
	 	78CYKHT
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXCALLPC

	 	Core Systems & Services
	 	IBM
	 	26474PU
	 	78KZ9VD
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXCATGRO

	 	Retirement Services Systems
	 	Compaq
	 	Deskpro EP/SB Series
	 	6015CW4PA315
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXCATHAG

	 	Core Systems & Services
	 	Compaq
	 	Deskpro
	 	6048DYSZW744
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXCHATIE

	 	Retirement Services Systems
	 	Compaq
	 	Deskpro
	 	6048DYSZW557
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXCHRMUR

	 	Income Annuities Systems
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA128
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXCRYBEP

	 	Symetra Quality Assurance
	 	Compaq
	 	Deskpro EP/SB Series
	 	6015CW4PA254
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXDIAHES1

	 	Retirement Services Systems
	 	IBM
	 	26474MU
	 	78FRMWA
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXDIANEB

	 	Symetra Quality Assurance
	 	IBM
	 	26476U8
	 	787BVAV
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXDONBEC

	 	Symetra Quality Assurance
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.




			
	 	 	 
	Confidential Information — For internal use only
	 	Laptop & Desktop Inventory






6









Table of Contents




C.1 - Distributed Computing Hardware
Laptops & Desktops Inventory



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office / Branch	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Location (computer	 	Business	 	 	 	MFG Model (Name /	 	Comments	 	Comments	 	Comments	 	 
	name)	 	(department name)	 	MFG Make	 	Number)	 	(serial number)	 	(user name)	 	(user ID)	 	Office/City
	REDLAXDOUMCI

	 	Retirement Services Systems
	 	Compaq
	 	Deskpro
	 	6932CD641180
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXGEOLEN

	 	Retirement Services Systems
	 	Compaq
	 	Deskpro
	 	6030DYSZN797
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXJANJON

	 	Retirement Services Systems
	 	IBM
	 	26474PU
	 	78KZ9ML
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXJEANTH

	 	Retirement Services Systems
	 	IBM
	 	26474MU
	 	78FRMWD
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXJEFFBE

	 	Symetra Quality Assurance
	 	Compaq
	 	Deskpro
	 	6125DYSZL910
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXJERRVA

	 	Retirement Services Systems
	 	Compaq
	 	Deskpro
	 	6051DYSZL475
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXJOHSAK

	 	Symetra Quality Assurance
	 	IBM
	 	26454AU
	 	78BTYM7
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLAXJOHSAK1

	 	Retirement Services Systems
	 	IBM
	 	26474MU
	 	78FRKKT
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXJOYCLA

	 	Retirement Services Systems
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXKARHAR

	 	Retirement Services Systems
	 	IBM
	 	26476U8
	 	787BVAW
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXKATCAR

	 	Income Annuities Systems
	 	IBM
	 	26474AU
	 	78FNTKH
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXKATFIG

	 	Retirement Services Systems
	 	Compaq
	 	Deskpro
	 	6043DYSZA889
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXKYLCON

	 	Sales & Marketing Systems
	 	IBM
	 	26474PU
	 	78KZ7FH
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXLINFON

	 	Symetra Quality Assurance
	 	Compaq
	 	Evo D500
	 	6X23JYFZS1W4
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXLINHUB

	 	Income Annuities Systems
	 	Compaq
	 	Deskpro
	 	6110DYSZN167
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXLORREE

	 	Symetra Program Office
	 	IBM
	 	26474AU
	 	78FNTAH
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXMARPEL

	 	Symetra Quality Assurance
	 	IBM
	 	26474EU
	 	78P6ZR7
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXMARSAL

	 	Income Annuities Systems
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA111
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXMARYSH

	 	Income Annuities Systems
	 	Compaq
	 	Evo D510 CMT
	 	6940CJN4K382
	 	[***]
	 	[***]
	 	not in outlook
	REDLAXMIKCRO

	 	Symetra Program Office
	 	IBM
	 	26474AU
	 	78VFVH5
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXMOEAHM

	 	Retirement Services Systems
	 	Compaq
	 	Deskpro
	 	6030DYSZN946
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXNANSID1

	 	Retirement Services Systems
	 	IBM
	 	26476U8
	 	787BVDA
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXNATBU1

	 	Retirement Services Systems
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA117
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXNORGIL

	 	Retirement Services Systems
	 	Compaq
	 	DSDT
	 	6X1ADYSZ807R
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXONCALL

	 	Retirement Services Systems
	 	IBM
	 	26454AU
	 	550566X
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXONCALL1

	 	Retirement Services Systems
	 	IBM
	 	26474AU
	 	78FNRXZ
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXPAUHUA

	 	Retirement Services Systems
	 	IBM
	 	26474MU
	 	78FRKKK
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXPETCAR

	 	Retirement Services Systems
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXRAIGLA1

	 	Retirement Services Systems
	 	IBM
	 	26476U8
	 	787BVAN
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXREBEHA

	 	Symetra Quality Assurance
	 	Compaq
	 	Deskpro
	 	6109DYSZT239
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXRODFOR

	 	Retirement Services Systems
	 	Compaq
	 	Deskpro EP/SB Series
	 	6015CW4PA259
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXROLBO1

	 	Ret Svcs-Operations
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA001
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXSANBON

	 	Retirement Services Systems
	 	IBM
	 	23737CU
	 	KPBPHFX
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXSARGOR

	 	Symetra Quality Assurance
	 	Compaq
	 	Deskpro
	 	6043DYSZA161
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXSARRHO

	 	Retirement Services Systems
	 	Compaq
	 	Deskpro EP/SB Series
	 	6015CW4PA025
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXSUMILL

	 	Symetra Quality Assurance
	 	Compaq
	 	Deskpro EP/SB Series
	 	6015CW4PA047
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXTINKAJ

	 	Retirement Services Systems
	 	Compaq
	 	Deskpro
	 	6X19DYSZF0T5
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXTOMDYK

	 	Retirement Services Systems
	 	Compaq
	 	DSDT
	 	6X1ADYSZ80GL
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXWILWYV

	 	Retirement Services Systems
	 	IBM
	 	TP-T21____	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLAXZANWEA

	 	Income Annuities Systems
	 	Compaq
	 	DSDT
	 	6X1ADYSZ80AG
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCAANDBOL

	 	Actu-Prod Dev-Ret Svcs
	 	Compaq
	 	DSDT
	 	6X1ADYSZ80C6
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCADEMSCH

	 	Actu-Prod Dev-Ret Svcs
	 	Compaq
	 	Deskpro
	 	6107DYSZD787
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCAJERCRO

	 	Actu-Prod Dev-Ret Svcs
	 	IBM
	 	26474AU
	 	78VGRA5
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCAKESPRA

	 	Actu-Prod Dev-Ret Svcs
	 	Compaq
	 	DSDT
	 	6X1ADYSZ80HY
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCAKRIWAL

	 	Actu-Prod Dev-Group
	 	IBM
	 	26476U8
	 	787BVCG
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLCALOUMEN

	 	Actu-Prod Dev-Ret Svcs
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA057
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCANATCES

	 	Actu-Prod Dev-Ret Svcs
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA054
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCAROBNEM

	 	Actu-Prod Dev-Ret Svcs
	 	Compaq
	 	DSDT
	 	6X1ADYSZ80J9
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCARONBOL

	 	Actu-Prod Dev-Ret Svcs
	 	Compaq
	 	DSDT
	 	6X1ADYSZ80GT
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCASTEVBL

	 	Actu-Prod Dev-Ret Svcs
	 	Compaq
	 	DSDT
	 	6X1ADYSZ80CN
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCAWORKPC

	 	Actu-Prod Dev-Ret Svcs
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA056
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCOMICKEM

	 	Symetra Marketing
	 	Compaq
	 	Deskpro
	 	6052DYSZJ425
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCOPENHAR

	 	Core Systems & Services
	 	IBM
	 	26474AU
	 	78RHBC8
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCOTERRIC

	 	Core Systems & Services
	 	Compaq
	 	Deskpro
	 	6847BW85A538
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCSALBDEA

	 	Core Systems & Services
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCSKASTANSHR

	 	Core Systems & Services
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCSSHARGR

	 	Core Systems & Services
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLCSSTENU1

	 	Core Systems & Services
	 	IBM
	 	26474MU
	 	W240KN8XA124
	 	[***]
	 	[***]
	 	not in outlook
	REDLCXBRIHOP

	 	Retirement Services Systems
	 	Compaq
	 	Deskpro
	 	6105DYSZJ349
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCXCHABRO

	 	Symetra Quality Assurance
	 	Compaq
	 	Deskpro
	 	6051DYSZJ899
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCXDAVQUI

	 	Retirement Services Systems
	 	Compaq
	 	Deskpro EP/SB Series
	 	6015CW4PA150
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCXDAVSVI

	 	Retirement Services Systems
	 	IBM
	 	26474MU
	 	78FRMXK
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCXDAVTHO

	 	Retirement Services Systems
	 	Compaq
	 	Evo D500
	 	6X23JYFZT1EZ
	 	[***]
	 	[***]
	 	REDMOND-LIFE






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.





			
	 	 	 
	Confidential Information — For internal use only
	 	Laptop & Desktop Inventory






7









Table of Contents




C.1 - Distributed Computing Hardware
Laptops &Desktops Inventory



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office / Branch	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Location (computer	 	Business	 	 	 	MFG Model (Name /	 	Comments	 	Comments	 	Comments	 	 
	name)	 	(department name)	 	MFG Make	 	Number)	 	(serial number)	 	(user name)	 	(user ID)	 	Office/City
	REDLCXDOSTAP

	 	Retirement Services Systems
	 	Compaq
	 	Deskpro
	 	6030DYSZN726
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCXHOTEL0

	 	Ret Svcs-Corporate
	 	Compaq
	 	Deskpro
	 	6922CD64A156
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCXJANLIN

	 	Core Systems & Services
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCXJENKNA

	 	Retirement Services Systems
	 	IBM
	 	23737CU
	 	KPBPHKT
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCXJOHLE1

	 	Retirement Services Systems
	 	Compaq
	 	Evo D500
	 	6X23JYFZS2CL
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCXJUSKIM

	 	Symetra Quality Assurance
	 	Compaq
	 	DSDT
	 	6X1ADYSZ805P
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCXKARMON

	 	Retirement Services Systems
	 	IBM
	 	26474PU
	 	78KZ7RC
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCXKELIN1

	 	Retirement Services Systems
	 	IBM
	 	26476U8
	 	787BVDH
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCXLORHE1

	 	Retirement Services Systems
	 	IBM
	 	26474MU
	 	78FRMWG
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCXMAURMC

	 	Symetra Quality Assurance
	 	IBM
	 	26474MU
	 	6044DYSZE814
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLCXMIKEMU

	 	Symetra Quality Assurance
	 	IBM
	 	26476U8
	 	787BVCL
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLCXPENLIB

	 	Retirement Services Systems
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCXREISHI

	 	Retirement Services Systems
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLCXVALATV1

	 	Retirement Services Systems
	 	IBM
	 	23737CU
	 	KPBPHPP
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLCXYOUKI1

	 	Retirement Services Systems
	 	IBM
	 	26476U8
	 	787BVDR
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDCHARLH

	 	Sales & Marketing Systems
	 	IBM
	 	26474AU
	 	78FNTWN
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDDAOXBI1

	 	Sales & Marketing Systems
	 	IBM
	 	26476U8
	 	787BTXL
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDDIAZO1

	 	Sales & Marketing Systems
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA093
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDDONBEC1

	 	Symetra Quality Assurance
	 	Compaq
	 	Deskpro EP/SB Series
	 	6004CJN4K681
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDJAMSUL

	 	Symetra Quality Assurance
	 	Compaq
	 	Deskpro
	 	6043DYSZC293
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDJERWAL

	 	Sales & Marketing Systems
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDJIMVAN

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro EP/SB Series
	 	6015CW4PA195
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDJOEPO1

	 	Sales & Marketing Systems
	 	IBM
	 	26476U8
	 	787BTTH
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDJOHHI1

	 	Sales & Marketing Systems
	 	IBM
	 	26474PU
	 	78KZ4NB
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDJOHHIG

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro
	 	6926CD640140
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDJOHKOL

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro EP/SB Series
	 	6015CW4PA135
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDKARFIT1

	 	Sales & Marketing Systems
	 	IBM
	 	26454EU
	 	78TAAL6
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDKYLCON

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro EP/SB Series
	 	6005CJN4A104
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDNOAMIL

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro
	 	6048DYSZW551
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDNOAMIL1

	 	Sales & Marketing Systems
	 	IBM
	 	26454EU
	 	78BHWWH
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDREIREY

	 	Sales & Marketing Systems
	 	IBM
	 	26474AU
	 	78FKYZF
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDSAMCOO

	 	Sales & Marketing Systems
	 	IBM
	 	26474PU
	 	6847BW85C686
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLDDSAMCOO2

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro
	 	78TCHF6
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDSARWIL

	 	Symetra Program Office
	 	IBM
	 	26474PU
	 	78KZ7WN
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDSHARE1

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro
	 	6847BW85C753
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDSHARE5

	 	Sales & Marketing Systems
	 	IBM
	 	26474PU
	 	78KZ4NA
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDSHARE6

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro EP/SB Series
	 	6004CJN4K972
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDSTELOC

	 	Market Development
	 	Compaq
	 	Deskpro EP/SB Series
	 	6948CJN4N505
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLDDWENTOB

	 	Sales & Marketing Systems
	 	IBM
	 	26474AU
	 	78FNTMM
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLEGANNERN

	 	Legal
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLEGBILCRA

	 	Legal
	 	IBM
	 	264746U
	 	78CWVC1
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLEGCHRBA1

	 	Legal
	 	IBM
	 	26474AU
	 	78AGXR0
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLEGCRAGON

	 	Legal
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLEGDIABAR

	 	Legal
	 	Compaq
	 	Deskpro EP/SB Series
	 	6011DT63F839
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLEGGEOPAG

	 	Legal
	 	IBM
	 	264746U
	 	78CWTB1
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLEGJACVEN

	 	Legal
	 	IBM
	 	264746U
	 	78CWTK0
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLEGJEFLAU

	 	Legal
	 	IBM
	 	TP-T20___
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLEGJOEOTT

	 	Legal
	 	IBM
	 	26474PU
	 	78KZ9KZ
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLEGJULBOD

	 	Legal
	 	IBM
	 	264746U
	 	78CWTH9
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLEGKATHEN

	 	Legal
	 	IBM
	 	26474AU
	 	78FNPNL
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLEGMARHIG

	 	Legal
	 	Compaq
	 	Deskpro
	 	6036DYSZ2326
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLEGSHEHOL

	 	Legal
	 	IBM
	 	2645AAU
	 	78MABY8
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLFXABDHAI

	 	Core Systems & Services
	 	Compaq
	 	Deskpro
	 	6X19DYSZC0LN
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLFXANNULL

	 	Core Systems & Services
	 	Compaq
	 	Deskpro
	 	6X21JYFZT12S
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLFXGRECHA

	 	Core Systems & Services
	 	Compaq
	 	Deskpro
	 	W137DYSXA452
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLFXKARSTR

	 	Core Systems & Services
	 	Compaq
	 	Deskpro
	 	6X19DYSZC0MJ
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLFXKATMAN1

	 	Core Systems & Services
	 	IBM
	 	26474PU
	 	78MH3G1
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLFXKENWI1

	 	Core Systems & Services
	 	Compaq
	 	Deskpro
	 	6X19DYSZC0NT
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLFXSHARE2

	 	Mutual Funds — Intermed Svc
	 	Compaq
	 	Deskpro
	 	6849BW85A045
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRAMABAK

	 	Group-Admin
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4N411
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRBETAMU

	 	Group-Management
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRBILOHA

	 	Operations Management
	 	IBM
	 	26476U8
	 	787BVFC
	 	[***]
	 	[***]
	 	INDIANAPOLIS LRMS
	REDLGRBILRIE

	 	Group-Management
	 	Compaq
	 	Deskpro
	 	6915CD64A912
	 	[***]
	 	[***]
	 	BOTHELL (Symetra)






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.




			
	 	 	 
	Confidential Information — For internal use only
	 	Laptop & Desktop Inventory






8









Table of Contents





C.1 - Distributed Computing Hardware
Laptops &Desktops Inventory



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office / Branch	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Location (computer	 	Business	 	 	 	MFG Model (Name /	 	Comments	 	Comments	 	Comments	 	 
	name)	 	(department name)	 	MFG Make	 	Number)	 	(serial number)	 	(user name)	 	(user ID)	 	Office/City
	REDLGRBRITID

	 	Policy Issue/Compliance
	 	Compaq
	 	Deskpro EP/SB Series
	 	6944CJN4K513
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRDERNEPLP

	 	Group Systems
	 	IBM
	 	26474AU
	 	78FNTVY
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRELLGAR

	 	Life Claims-NW
	 	Compaq
	 	Deskpro
	 	6033DYSZK856
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRIMAGING

	 	Life Claims-NW
	 	Compaq
	 	Deskpro EP/SB Series
	 	6010CJN4A203
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRIRESKI

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro
	 	6906bw85b209
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRJAMBRO

	 	Grp Dist-Mkt/Sls-Sales-Sea
	 	IBM
	 	26474PU
	 	78KY9XP
	 	[***]
	 	[***]
	 	REDMOND-ADAMS BLDG
	REDLGRJOHSEN

	 	Group Systems
	 	Compaq
	 	Deskpro
	 	6X19DYSZL2ZB
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRJONSKI

	 	Policy Issue/Compliance
	 	Compaq
	 	Deskpro
	 	6850BW85C387
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRLAUNIE

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4N491
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRLIZDET

	 	Group-Accounting Services
	 	Compaq
	 	Deskpro EP/SB Series
	 	6950CJN4L089
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRLOCBOX

	 	Group-Accounting Services
	 	Compaq
	 	Deskpro
	 	6851BW85C955
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRLYNKEN

	 	Policy Issue/Compliance
	 	Compaq
	 	Deskpro
	 	6915CD64A496
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRMAIBUR

	 	Group-Accounting Services
	 	Compaq
	 	Deskpro EP/SB Series
	 	6929CJN42351
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRMARCPA

	 	Group Systems
	 	IBM
	 	264746U
	 	78KBVP1
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRMARMCK

	 	Policy Issue/Compliance
	 	Compaq
	 	Deskpro EP/SB Series
	 	6944CJN4K560
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRMELKIN

	 	Group-Pol & UW Svcs
	 	Compaq
	 	Deskpro
	 	6X19DYSZC09A
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRMICFRY

	 	Group-Management
	 	IBM
	 	26454EU
	 	78TBMN6
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRPAMHEC

	 	Group-Financial Reporting
	 	Compaq
	 	Deskpro EP/SB Series
	 	6945CJN4M546
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRPAMTIM

	 	Group-Audit
	 	IBM
	 	264746U
	 	78KBKD4
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRQINZHA

	 	Actu-Prod Dev-Group
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA039
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRRIAKAN

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro EP/SB Series
	 	6015CW4PA275
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRRICTEA

	 	Group-Management
	 	IBM
	 	26474AU
	 	78FNTGA
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRSALKAN

	 	Life Claims-NW
	 	Compaq
	 	Deskpro
	 	6043DYSZB249
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRSARKUN1

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro EP/SB Series
	 	6941CJN4M704
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRSCANER

	 	Life Claims-NW
	 	Compaq
	 	Deskpro EP/SB Series
	 	3011CJN40001
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRSTEGOL

	 	Grp Dist-Mkt/Sls-Sales-Sea
	 	Compaq
	 	Evo D500
	 	6X24JYFZ80DM
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRTEMP02

	 	Operations Management
	 	Compaq
	 	Deskpro
	 	6907BW85A776
	 	[***]
	 	[***]
	 	MIAMI LRMS
	REDLGRTEMP05

	 	Symetra Quality Assurance
	 	Compaq
	 	Deskpro
	 	6847BW85A063
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLGRTISBRA

	 	Actu-Prod Dev-Group
	 	Compaq
	 	Evo D500
	 	6X24JYFZ805J
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGRVALCUL

	 	Group-Accounting Services
	 	Compaq
	 	Deskpro
	 	6849BW85C608
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGXDEBRAY

	 	Group Systems
	 	IBM
	 	26474PU
	 	78KZ8DY
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGXDEVLP1

	 	Group Systems
	 	IBM
	 	26454EG
	 	557H07R
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGXDEVLP3

	 	Group Systems
	 	IBM
	 	264545U
	 	78GKH06
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGXDEVLP4

	 	Group Systems
	 	IBM
	 	264551U
	 	78GN094
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGXEDWAIZ

	 	Core Systems & Services
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLGXGINSWI

	 	Life Claims-NW
	 	Compaq
	 	Deskpro
	 	6851BW85B762
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGXJEREND

	 	Group Systems
	 	Compaq
	 	Deskpro
	 	6X19DYSZF3PK
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGXJULBOY

	 	Symetra Program Office
	 	Compaq
	 	Deskpro
	 	6847BW85C734
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGXKATPOR

	 	Group Systems
	 	IBM
	 	264746U
	 	78CWYR0
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGXLEMGUL

	 	Group Systems
	 	IBM
	 	264746U
	 	78CWYY9
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGXMONCLA

	 	Group Systems
	 	Compaq
	 	Deskpro
	 	6041DYSZD804
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGXRHOSCO

	 	Group Systems
	 	IBM
	 	264746U
	 	78KBKK6
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLGXTEST01

	 	Group Systems
	 	Compaq
	 	Deskpro
	 	6846BW85A388
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLHXGREACK1

	 	Sales & Marketing Systems
	 	Compaq
	 	DSDT
	 	6X1ADYSZ80DR
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIFBILHUF1

	 	Actu-Prod Dev-Life Sales
	 	IBM
	 	26476U8
	 	787BVBT
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIFJIMMAN

	 	Actu-Prod Dev-Indiv
	 	Compaq
	 	Deskpro
	 	6928CD640086
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIFJOBAKE

	 	Income Annuities
	 	Compaq
	 	Evo D510 CMT
	 	78BHPZK
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIFLOANE1

	 	Life Underwriting-NW
	 	IBM
	 	264545U
	 	78KPW61
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIFLOULED

	 	General Management — Life
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA079
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIFMARDUN

	 	Actu-Prod Dev-Life Sales
	 	Compaq
	 	Deskpro EP/SB Series
	 	6011DT63D791
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIFPATMCC

	 	Distribution Management
	 	IBM
	 	26474PU
	 	78KZ7WY
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIFRANTAL

	 	General Management — Life
	 	IBM
	 	26474MU
	 	78CYKBK
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIFROGHAR

	 	General Management — Life
	 	Compaq
	 	Deskpro
	 	6X19DYSZC03M
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIN733-01

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6037DYSZG801
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINAARNIS

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro EN Series
	 	6920CD64C131
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINALAKEG1

	 	Indiv-Admin-Accounting
	 	Compaq
	 	Evo D510 CMT
	 	USW31506PQ
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINALEESC

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6905BW85C559
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINALLCLE

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6041DYSZD592
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINAMBAVE

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro EP/SB Series
	 	6015CW4PA044
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINANADIM

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6906BW85F337
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINANGEGL

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6041DYSZD555
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINANGMOO

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6044DYSZF011
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINANHTAN

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6931CD640967
	 	[***]
	 	[***]
	 	REDMOND-LIFE






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.





			
	 	 	 
	Confidential Information — For internal use only
	 	Laptop & Desktop Inventory






9









Table of Contents




C.1 - Distributed Computing Hardware
Laptops &Desktops Inventory



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office / Branch	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Location (computer	 	Business	 	 	 	MFG Model (Name /	 	Comments	 	Comments	 	Comments	 	 
	name)	 	(department name)	 	MFG Make	 	Number)	 	(serial number)	 	(user name)	 	(user ID)	 	Office/City
	REDLINANNAND

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro EP/SB Series
	 	6945CJN4K968
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINANNANG

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6051DYSZH684
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINANTOGU

	 	Individual Client Svc & Claims
	 	Compaq
	 	Deskpro
	 	6850BW85A920
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINARELEW1

	 	Individual Admin
	 	IBM
	 	26476U8
	 	787BTWF
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINARTTHO1

	 	Indiv-Admin-Accounting
	 	Compaq
	 	Evo D510 CMT
	 	W309KN8XA003
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINAUDIT2

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6X25JYFZN1KX
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINBARBIL

	 	Individual Client Svc & Claims
	 	IBM
	 	26474PU
	 	78KZ8MK
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINBEADOL

	 	Individual Client Svc & Claims
	 	Compaq
	 	Deskpro
	 	6922CD64A252
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINBELZEE

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro EN Series
	 	6918CD64F911
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINBILLFL

	 	Life Underwriting-NW
	 	Compaq
	 	Deskpro EN Series
	 	6920CD64B740
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINBOBBWA

	 	Individual Systems
	 	Compaq
	 	Deskpro EP/SB Series
	 	6014CW4PA420
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINBOBGOO

	 	Individual Client Svc & Claims
	 	IBM
	 	26474PU
	 	78MH8R0
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINBOORAT

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6048DYSZW804
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINBRIBUS

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6911BW85A573
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINCARBRO

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6920CD64E440
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINCHAORP

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6931CD640904
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINCHIFEH

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6921CD64C873
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINCHRCOH

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6911BW85A628
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINCHRFLE

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6850BW85B294
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINCHRISE

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6922CD64A358
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINCHYHAE

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro EN Series
	 	6922CD64A329
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINCOLDIL

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6922CD64A259
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINCRYYOU

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6919CD64D311
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINDAWKAR

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6918CD64J030
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINDAWPET

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6918CD64D402
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINDEBGIL

	 	Indiv-Admin-Accounting
	 	IBM
	 	26474PU
	 	6030DYSZN960
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINDEBGOO

	 	Life Underwriting-NW
	 	Compaq
	 	Deskpro EP/SB Series
	 	6941CJN4M074
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINDEBJEN

	 	Individual Client Svc & Claims
	 	Compaq
	 	Deskpro
	 	6848BW85D951
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINDEBSAB

	 	Indiv-Admin-Accounting
	 	Compaq
	 	Deskpro
	 	6112DYSZ1546
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINDEBUTE

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6044DYSZE626
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINDEMART

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro EN Series
	 	6922CD64A361
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINDERMCC

	 	Individual Admin
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA069
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINDEVBEL

	 	Life Underwriting-NW
	 	Compaq
	 	Deskpro EP/SB Series
	 	6945CJN4K502
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINDONMCG

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro EN Series
	 	6926CD640950
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINDONNAO

	 	Individual-New Business-Issue
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINDONPOR

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro EN Series
	 	6918CD64H932
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINEDNAHL

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6906BW85C909
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINELMVIL

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6918CD64G081
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINFRADEN

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6044DYSZE396
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINFRIMAR

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6902BW85A594
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINGREJON

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6907BW85B014
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINGUNGRA1

	 	Indiv-Admin-Accounting
	 	Compaq
	 	Evo D510 CMT
	 	6X19DYSZF0KZ
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINGWECLA

	 	Indiv-Admin-Accounting
	 	IBM
	 	26474PU
	 	78KZ5DD
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINHEIHAY

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6848BW85D931
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINHEILAW

	 	Indiv-Admin-Accounting
	 	IBM
	 	26474PU
	 	78KZ5DH
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINIRIGUR1

	 	Indiv-Admin-Accounting
	 	Compaq
	 	Evo D510 CMT
	 	W309KN8XA004
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINJANKAH

	 	Individual-Claims
	 	Compaq
	 	Deskpro EN Series
	 	6931CD640680
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINJASMOR

	 	Individual Client Svc & Claims
	 	Compaq
	 	Deskpro
	 	6044DYSZF009
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINJEFHUN

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6041DYSZD601
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINJEFSHO

	 	Individual-Claims
	 	Compaq
	 	Deskpro
	 	6910BW85G311
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINJENDAV

	 	Indiv Management
	 	IBM
	 	266295U
	 	FXT2043
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINJENPEY

	 	Individual Client Svc & Claims
	 	Compaq
	 	Deskpro
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINJOECUR

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6922CD64A397
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINJOELIU

	 	Indiv-Admin-Accounting
	 	Compaq
	 	Deskpro
	 	6048DYSZB837
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINJULCON

	 	Life Underwriting-NW
	 	Compaq
	 	Deskpro EN Series
	 	6918CD64J060
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINKARDIE

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6926CD640658
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINKAREBR

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6849BW85C464
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINKATBRA

	 	Indiv-Admin-Accounting
	 	Compaq
	 	Deskpro
	 	6Y19DYSZ60G9
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINKATFER

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6931CD640965
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINKATHPH

	 	Indiv-Admin-Accounting
	 	Compaq
	 	Deskpro
	 	6037DYSZG800
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINKATMCG

	 	Life Underwriting-NW
	 	Compaq
	 	Deskpro EN Series
	 	6918CD64F973
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINKATWAL

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6918CD64H929
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINKEERHO

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6907BW85C890
	 	[***]
	 	[***]
	 	REDMOND-LIFE






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.




			
	 	 	 
	Confidential Information — For internal use only
	 	Laptop & Desktop Inventory






10









Table of Contents




C.1 - Distributed Computing Hardware
Laptops &Desktops Inventory



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office / Branch	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Location (computer	 	Business	 	 	 	MFG Model (Name /	 	Comments	 	Comments	 	Comments	 	 
	name)	 	(department name)	 	MFG Make	 	Number)	 	(serial number)	 	(user name)	 	(user ID)	 	Office/City
	REDLINKELBAR

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro EP/SB Series
	 	6945CJN4K386
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINKELPET

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro EN Series
	 	6920CD64E506
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINKEVHIL

	 	Indiv-Issue
	 	Compaq
	 	Deskpro EN Series
	 	6920CD64D264
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINKHIQUA

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6907BW85B059
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINKRIEGG

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro EP/SB Series
	 	6015CW4PA280
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINKRIHIL

	 	Individual-Claims
	 	Compaq
	 	Deskpro
	 	6848BW85D923
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINKRILAN

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6850BW85B562
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINKRIPAI

	 	Indiv-Admin-Accounting
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA060
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINLAUHAN

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro EN Series
	 	6918CD64H931
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINLAUJOH

	 	Indiv Management
	 	IBM
	 	26474AU
	 	78FMFYX
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINLEAFRA

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6907BW85C673
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINLEASAW

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro EP/SB Series
	 	6941CJN4M107
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINLEOSIM

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6905BW85C213
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINLIDONA

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6910BW85D093
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINLISANK

	 	Sales Center-Call Center
	 	Compaq
	 	Deskpro
	 	6907BW85B578
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINLISELV

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro EN Series
	 	6926CD640606
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINLISELV1

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro EN Series
	 	6927CD642424
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINLISSIE

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6907BW85B606
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINLYNHIL

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6044DYSZE928
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINMAHOLL1

	 	Individual-New Business-Issue
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA090
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINMARHA1

	 	Life Underwriting-NW
	 	IBM
	 	264746U
	 	78KBXM2
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINMARHAR

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro EP/SB Series
	 	6926CD641280
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINMARRAB

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6918CD64G055
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINMARTVE

	 	Indiv-Admin-Accounting
	 	Compaq
	 	Deskpro
	 	6052DYSZJ869
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINMARVAR

	 	Individual-New Business-Issue
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINMICCHE

	 	Individual Client Svc & Claims
	 	IBM
	 	26474PU
	 	78KZ6AC
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINMICHAM

	 	Life Underwriting-NW
	 	Compaq
	 	Deskpro EP/SB Series
	 	6944CJN4K511
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINMICHBA

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4N815
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLINMICMEA

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6921CD64C881
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINMIKMAD

	 	Life Underwriting-NW
	 	IBM
	 	266234U
	 	FX39232
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINMIRSEB

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6907BW85B078
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINMONMOT

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6922CD64A013
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINNATJON

	 	Individual-Claims
	 	Compaq
	 	Deskpro
	 	6907BW85D051
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINNEEHOS

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro EP/SB Series
	 	6942CJN4M838
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINNICBR1

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6918CD64F965
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINPATBRI

	 	Individual Client Svc & Claims
	 	Compaq
	 	Deskpro
	 	6907BW85C970
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINPAUWHI

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro EN Series
	 	6920CD64A257
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINPIEKOB

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6037DYSZA954
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINQUANDO

	 	Individual-Claims
	 	Compaq
	 	Deskpro
	 	6848BW85D958
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINREBMOO

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6906BW85F320
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINREEBAK

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro EP/SB Series
	 	6945CJN4K696
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINRHODUN

	 	Life Underwriting-NW
	 	Compaq
	 	Deskpro EP/SB Series
	 	6941CJN4M034
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINRHOSOL

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro EP/SB Series
	 	6X1ADYSZ804F
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINROBBAU

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6849BW85B721
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINROBBUC

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6848BW85D917
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINROBGL1

	 	Indiv-Issue
	 	Compaq
	 	Deskpro
	 	6847BW85A595
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINROBINC

	 	Individual Admin
	 	Compaq
	 	Deskpro EP/SB Series
	 	6014CW4PA446
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINROSCAS

	 	Individual Admin
	 	Compaq
	 	Deskpro EP/SB Series
	 	6929CJN42371
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINROSGRU

	 	Individual-Claims
	 	Compaq
	 	Deskpro
	 	6850BW85B385
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINRUBGUT

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6048DYSZX470
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINRYALOV

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6848BW85E601
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINSABYEU

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro EP/SB Series
	 	6015CW4PA115
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINSALAND

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6041DYSZD606
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINSARTAR

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro EN Series
	 	6927CD640849
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINSHARE3

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6849BW85A311
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINSHETHO

	 	Individual Admin
	 	Compaq
	 	DSDT
	 	6X1ADYSZ80AV
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINSHISTU

	 	Indiv-Admin-Accounting
	 	IBM
	 	26474PU
	 	78KZ5BT
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINSIRWIL

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro EP/SB Series
	 	6011DT63C419
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINSTEWIL

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6850BW85A729
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINSTLASS

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6907BW85D038
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINSUANDE

	 	Life Underwriting-NW
	 	Compaq
	 	Deskpro EP/SB Series
	 	6945CJN4K494
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINSUEWIN

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro EP/SB Series
	 	6946CJN4K823
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINSUSAND

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6911BW85A429
	 	[***]
	 	[***]
	 	REDMOND-LIFE






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.




			
	 	 	 
	Confidential Information — For internal use only
	 	Laptop & Desktop Inventory






11









Table of Contents




C.1 - Distributed Computing Hardware
Laptops &Desktops Inventory



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office / Branch	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Location (computer	 	Business	 	 	 	MFG Model (Name /	 	Comments	 	Comments	 	Comments	 	 
	name)	 	(department name)	 	MFG Make	 	Number)	 	(serial number)	 	(user name)	 	(user ID)	 	Office/City
	REDLINSUSSM1

	 	Indiv-Admin-Accounting
	 	Compaq
	 	EVO
	 	W230JYFXA018
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINSUWPAT1

	 	Indiv-Admin-Accounting
	 	Compaq
	 	Evo D510 CMT
	 	W309KN8XA002
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINTAMKUB

	 	Individual Client Svc & Claims
	 	Compaq
	 	Deskpro
	 	6044DYSZE502
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINTARRU1

	 	Individual Client Svc & Claims
	 	Compaq
	 	Deskpro
	 	6035DYSZP606
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINTEHARL

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6044DYSZE803
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINTEMP01

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6907BW85C894
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINTERDER

	 	Individual Client Svc & Claims
	 	Compaq
	 	Deskpro
	 	6926CD641634
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINTERMER

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6906BW85F318
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINTHEWIC

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro EP/SB Series
	 	6945CJN4K267
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINTHOGOW

	 	Life Underwriting-NW
	 	Compaq
	 	Deskpro
	 	6105DYSZA492
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINTINMET

	 	Individual-New Business-Issue
	 	IBM
	 	264746U
	 	78KGDF5
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINTODYOU

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro EN Series
	 	6918CD64G582
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINTRNGPC

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6906BW85F839
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINVANDIN

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6848BW85D417
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINVICSTA

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6851BW85B977
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLINYELSKU

	 	Indiv-Admin-Accounting
	 	Compaq
	 	Deskpro
	 	6112DYSZH328
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXALIMOE

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6X19DYSZF0SF
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXBRAKNO

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6X19DYSZF0NP
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXDAVFR1

	 	Actu-Prod Dev-Indiv
	 	IBM
	 	26476U8
	 	787BTYN
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXDEBBWI

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6112DYSZ1524
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXDOUCAR

	 	Individual Systems
	 	IBM
	 	26474PU
	 	78KZ9NA
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXGAYBEN

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6906BW85F331
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXGAYFIT

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6X19DYSZF0NW
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXGRASUM

	 	Actu-Prod Dev-Indiv
	 	COMPAQ
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXINDSYS

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6906BW85D523
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXJOHMYE

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6906BW85B237
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXJOPARK

	 	Actu-Prod Dev-Indiv
	 	IBM
	 	26474AU
	 	78FNPZW
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXJORJUN

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6X19DYSZF0RK
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXJORJUN3

	 	Individual Systems
	 	Compaq
	 	Deskpro EP/SB Series
	 	6945CJN4K613
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXJUDHAR

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6906BW85F248
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXJUNPEC

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6X19DYSZF119
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXJUNWON

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6906BW85F218
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXKALDON

	 	Individual Systems
	 	IBM
	 	26474AU
	 	78FNPDL
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXKARESC

	 	Individual Systems
	 	IBM
	 	26474MU
	 	78FRKLC
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXKARHET

	 	Individual Systems
	 	Compaq
	 	Deskpro EP/SB Series
	 	6011DT63E524
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXKARROG

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6906BW85B035
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXKEVMEE

	 	Actu-Prod Dev-Indiv
	 	Compaq
	 	Deskpro EP/SB Series
	 	6945CJN4L878
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXLANLIL

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6847BW85D386
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXLAUAND

	 	Individual Systems
	 	IBM
	 	26474PU
	 	78KZ4VD
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXLAUKIN

	 	Individual Systems
	 	IBM
	 	26474PU
	 	78KZ9PD
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXLEEJON

	 	Individual Systems
	 	IBM
	 	26474AU
	 	78FNPWT
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXLISTRA

	 	Actu-Prod Dev-Indiv
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXLORPOL

	 	Individual Systems
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXLYNCAR

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6926CD640916
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXMARRAU

	 	Individual Systems
	 	IBM
	 	26474AU
	 	78AGXT3
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXMATRIN

	 	Actu-Prod Dev-Indiv
	 	Compaq
	 	Deskpro
	 	6922CD64A572
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXMEADER

	 	Individual Systems
	 	IBM
	 	26476U8
	 	787BVCT
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXPAMEAS

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6906BW85F164
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXPAUSTE

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6110DYSZA665
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXSHARE3

	 	Indiv Management
	 	Compaq
	 	Deskpro
	 	6925CD642916
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXSHARE6

	 	Income Annuities Systems
	 	Compaq
	 	Deskpro
	 	6847BW85A596
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXSHARE8

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6847BW85B473
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXSOLVEL

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6906BW85C989
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXTEMPOO

	 	Actu-Prod Dev-Indiv
	 	Compaq
	 	Deskpro
	 	6922CD64A164
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXTERRTH

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6905BW85C922
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXTEST3

	 	Individual Systems
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXWENHUL

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6928CD640355
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLIXWESSIM

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6911BW85A569
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMHSOFT

	 	Marketing-Administration
	 	Compaq
	 	Deskpro
	 	6847BW85B209
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKAARMAT

	 	Agy Svcs-Compensation
	 	IBM
	 	26474PU
	 	78KZ8GD
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKADRSTR

	 	Agy Svcs-Compensation
	 	Compaq
	 	Deskpro EP/SB Series
	 	6002CJN4K516
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMKAGYTEM

	 	Agy Svcs-Compensation
	 	IBM
	 	26474PU
	 	78KZ8DX
	 	[***]
	 	[***]
	 	SEATTLE-ROOSEVELT
COMMONS
	REDLMKANGHAW

	 	Life Agy-Appointments
	 	IBM
	 	26474EU
	 	78P7GN6
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.





			
	 	 	 
	Confidential Information — For internal use only
	 	Laptop & Desktop Inventory






12









Table of Contents




C.1 - Distributed Computing Hardware
Laptops &Desktops Inventory



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office / Branch	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Location (computer	 	Business	 	 	 	MFG Model (Name /	 	Comments	 	Comments	 	Comments	 	 
	name)	 	(department name)	 	MFG Make	 	Number)	 	(serial number)	 	(user name)	 	(user ID)	 	Office/City
	REDLMKBABESH

	 	Life Agy-Appointments
	 	Compaq
	 	Deskpro EP/SB Series
	 	6938CJN41131
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMKBREFRE

	 	Multi-Line Marketing
	 	IBM
	 	26454EU
	 	78RWTH5
	 	[***]
	 	[***]
	 	REDMOND-ADAMS BLDG
	REDLMKCOLRAM

	 	Life Agy-Appointments
	 	Compaq
	 	Deskpro
	 	6850BW85A531
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMKDAITRA

	 	Agy Svcs-Compensation
	 	Compaq
	 	Deskpro
	 	6033DYSZK201
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMKDANKIR

	 	Agy Svcs-Compensation
	 	Compaq
	 	Deskpro
	 	6046DYSZC946
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMKDAROWL

	 	Life Agy-Appointments
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4N808
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMKDAVBAT

	 	Sales & Marketing Systems
	 	IBM
	 	26474PU
	 	78KZ5VG
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKDEBVA1

	 	Agy Svcs-Compensation
	 	Compaq
	 	Deskpro EN Series
	 	6917CD64A160
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMKDEBVAN

	 	Agy Svcs-Compensation
	 	IBM
	 	26474PU
	 	78KZ6BW
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMKDEBWA1

	 	Agy Svcs-Compensation
	 	IBM
	 	26474EU
	 	78P6TT2
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMKDEBWAN

	 	Agy Svcs-Compensation
	 	Compaq
	 	Deskpro
	 	6037DYSZG755
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMKDOHUBB

	 	Life Agy-Appointments
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4N696
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMKELIAGU

	 	Life Agy-Appointments
	 	Compaq
	 	Deskpro EP/SB Series
	 	W240KN8XA052
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKEVEUGA

	 	Life Agy-Appointments
	 	Compaq
	 	Deskpro EP/SB Series
	 	6950CJN4M780
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMKFALMAT

	 	Life Agency Information-NW
	 	Compaq
	 	Deskpro EN Series
	 	6931CD640290
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMKGAYFAW

	 	Life Agy-Appointments
	 	Compaq
	 	Deskpro EP/SB Series
	 	6950CJN4K563
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMKGREGWH

	 	Agy Svcs-Compensation
	 	Compaq
	 	Deskpro
	 	6044DYSZF004
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMKGRETJO

	 	Transfer Agent Admin
	 	Compaq
	 	Deskpro
	 	6035DYSZQ545
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMKGREWHI

	 	Life Agency Information-NW
	 	Compaq
	 	Deskpro
	 	6840BW85J108
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKHEALEL

	 	Life Agy-Appointments
	 	Compaq
	 	Deskpro EP/SB Series
	 	6X21JYFZT14A
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKHEALYO

	 	Life Agy-Appointments
	 	Compaq
	 	Deskpro EP/SB Series
	 	78TCGM8
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKINDEXING

	 	Agy Svcs-Compensation
	 	Compaq
	 	Deskpro EP/SB Series
	 	6048DYSZW575
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKJEASTR

	 	Life Agy-Appointments
	 	Compaq
	 	Deskpro EP/SB Series
	 	78KZ5PY
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKJIMPIR

	 	Symetra Marketing
	 	IBM
	 	26474AU
	 	6X19DYSZF0RL
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKKATHWE

	 	Agy Svcs-Compensation
	 	IBM
	 	26474MU
	 	78KBYF6
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKKAYMON

	 	Life Agy-Appointments
	 	Compaq
	 	DSDT
	 	78MH6W0
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKLAPTOP

	 	Agy Svcs-Compensation
	 	IBM
	 	26474AU
	 	6X25JYFZN1TM
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKLARMIK

	 	Grp Dist-Mkt/Sls-Sales-Sea
	 	IBM
	 	26474AU
	 	787BVDV
	 	[***]
	 	[***]
	 	not in outlook
	REDLMKLAYSHI

	 	Agy Svcs-Compensation
	 	Compaq
	 	Deskpro EP/SB Series
	 	78FNPTA
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMKLIGARD

	 	Sales & Marketing Systems
	 	IBM
	 	264746U
	 	W312KN8XA014
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKLORSWA

	 	Life Agy-Appointments
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4N823
	 	[***]
	 	[***]
	 	not in outlook
	REDLMKLYNLIN

	 	Life Agency Information-NW
	 	IBM
	 	26474PU
	 	78KGDA3
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKMAGGRO

	 	Agy Svcs-Compensation
	 	Compaq
	 	DSDT
	 	W240KN8XA106
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKMARBUR

	 	Life Agy-Appointments
	 	Compaq
	 	Deskpro EP/SB Series
	 	6924CD64A889
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKMARZOR

	 	Agy Svcs-Compensation
	 	Compaq
	 	Deskpro EP/SB Series
	 	6851BW85A356
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKMONPAR

	 	Life Agy-Appointments
	 	Compaq
	 	DSDT
	 	W238KN8XA213
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKNICJAM

	 	Life Agy-Appointments
	 	Compaq
	 	Deskpro
	 	W240KN8XA048
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMKNORFOW

	 	Life Agy-Appointments
	 	Compaq
	 	Deskpro EP/SB Series
	 	6902BW85A688
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKOCTORD

	 	Life Agency Information-NW
	 	Compaq
	 	Deskpro EP/SB Series
	 	78VFWT1
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKPATCRI

	 	Life Agy-Appointments
	 	Compaq
	 	Deskpro EP/SB Series
	 	W240KN8XA094
	 	[***]
	 	[***]
	 	not in outlook
	REDLMKPATWIN

	 	Life Agy-Appointments
	 	Compaq
	 	Deskpro EP/SB Series
	 	78KZ5DM
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKRANLAN

	 	Multi-Line Marketing
	 	IBM
	 	26454EU
	 	6X19DYSZF3RP
	 	[***]
	 	[***]
	 	not in outlook
	REDLMKROBHEN

	 	Agy Svcs-Compensation
	 	IBM
	 	26474AU
	 	78T6CM3
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMKSCANER

	 	Agy Svcs-Compensation
	 	Compaq
	 	Deskpro EP/SB Series
	 	6X1ADYSZ80E3
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKSHAHAG

	 	Life Agy-Appointments
	 	Compaq
	 	Deskpro EP/SB Series
	 	6112DYSZD602
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKSHEBLU

	 	Life Agy-Appointments
	 	Compaq
	 	Deskpro EP/SB Series
	 	78MH6W1
	 	[***]
	 	[***]
	 	not in outlook
	REDLMKSIMBAN

	 	Life Agy-Appointments
	 	Compaq
	 	Deskpro
	 	6927CD640182
	 	[***]
	 	[***]
	 	not in outlook
	REDLMKSTEZEI

	 	Life Agy-Appointments
	 	Compaq
	 	Deskpro EP/SB Series
	 	6924CD64A836
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMKTEST02

	 	Agy Svcs-Compensation
	 	Compaq
	 	Deskpro EP/SB Series
	 	6X21JYFZT16D
	 	[***]
	 	[***]
	 	not in outlook
	REDLMKWENKEN

	 	Agy Svcs-Compensation
	 	IBM
	 	26474PU
	 	787BVBC
	 	[***]
	 	[***]
	 	not in outlook
	REDLMLALEFUN

	 	Multi-Line Dist-Sales-Atl
	 	IBM
	 	264746U
	 	W240KN8XA025
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMLALLMUR

	 	Multiline-Seattle Sls-NW-Spo
	 	IBM
	 	26474EU
	 	6X1ADYSZ80GY
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMLBRAMCA

	 	Multiline-Seattle Sales-NW
	 	IBM
	 	264746U
	 	6X19DYSZF0XE
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMLJIMDAN

	 	Life Multi Pension Sls-SE-Nsh
	 	IBM
	 	26474EU
	 	78KBNR1
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMLKARRMO

	 	Multiline-Seattle Sales-NW
	 	IBM
	 	26474EU
	 	6949CJN4M031
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMLMARLUD

	 	Multi-Line Dist-Sales-Atl
	 	IBM
	 	26474PU
	 	W240KN8XA021
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMLMELINT

	 	Multi-Line Dist-Sales-Atl
	 	IBM
	 	26474AU
	 	W251KN8XA104
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMLSHARSM

	 	Multi-Line Distribution
	 	Compaq
	 	Deskpro
	 	6110DYSZP292
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMLSTEDAI

	 	Multiline-Seattle Sls-NW-Por
	 	IBM
	 	26474EU
	 	78P7CT6
	 	[***]
	 	[***]
	 	LAKE OSWEGO
	REDLMLTERRAY

	 	Life Multiline-CEN-Stl
	 	IBM
	 	26474EU
	 	78P7CF5
	 	[***]
	 	[***]
	 	NASHVILLE
	REDLMLTIMADK

	 	Multiline-Seattle Sales-NW
	 	IBM
	 	26474EU
	 	6915CD64C272
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMXANGRIG

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro
	 	78FNTAR
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMXBRANAY1

	 	Symetra Program Office
	 	IBM
	 	26474AU
	 	6035DYSZM670
	 	[***]
	 	[***]
	 	REDMOND-LIFE






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.





			
	 	 	 
	Confidential Information — For internal use only
	 	Laptop & Desktop Inventory






13









Table of Contents




C.1 - Distributed Computing Hardware
Laptops &Desktops Inventory



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office / Branch	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Location (computer	 	Business	 	 	 	MFG Model (Name /	 	Comments	 	Comments	 	Comments	 	 
	name)	 	(department name)	 	MFG Make	 	Number)	 	(serial number)	 	(user name)	 	(user ID)	 	Office/City
	REDLMXCAMHEI1

	 	Sales & Marketing Systems
	 	IBM
	 	26476U8
	 	6949CJN4N407
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMXCAROLS

	 	Sales & Marketing Systems
	 	IBM
	 	26474AU
	 	6043DYSZB432
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMXDANTAK

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro
	 	6915CD64B149
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMXDAVTUS

	 	Sales & Marketing Systems
	 	IBM
	 	26476U8
	 	W240KN8XA099
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMXDERREA

	 	Sales & Marketing Systems
	 	IBM
	 	26474AU
	 	6X1ADYSZ8098
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMXDONRO1

	 	Sales & Marketing Systems
	 	IBM
	 	26474AU
	 	W240KN8XA040
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMXGRECAM

	 	Sales & Marketing Systems
	 	IBM
	 	264746U
	 	6X1ADYSZ80HM
	 	[***]
	 	[***]
	 	not in outlook
	REDLMXHEARIG

	 	Sales & Marketing Systems
	 	IBM
	 	26474AU
	 	6X25JYFZH0KE
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMXICSTEST

	 	Symetra Quality Assurance
	 	Compaq
	 	Deskpro
	 	6X25JYFZN1FH
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMXKARMIL1

	 	Sales & Marketing Systems
	 	IBM
	 	26476U8
	 	6X1ADYSZ80GZ
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMXLISTUR

	 	Life Agency Information-NW
	 	Compaq
	 	Deskpro
	 	6X19DYSZF3RS
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMXLYFORS

	 	Sales & Marketing Systems
	 	IBM
	 	26474PU
	 	6109DYSZB878
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMXMARIJO

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro
	 	78KZ5RH
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMXMARIME

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro
	 	6X1ADYSZ807H
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMXMELNIC

	 	Sales & Marketing Systems
	 	IBM
	 	26474MU
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMXMELRIC

	 	Symetra Quality Assurance
	 	Compaq
	 	DSDT
	 	W240KN8XA038
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMXRICWOL

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro
	 	6X19DYSZF3SA
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMXROBKER

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro
	 	W240KN8XA082
	 	[***]
	 	[***]
	 	not in outlook
	REDLMXSAANDR2

	 	Sales & Marketing Systems
	 	IBM
	 	26474PU
	 	6902BW85A599
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMXSANVAN2

	 	Sales & Marketing Systems
	 	IBM
	 	26476U8
	 	6048DYSZX168
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMXSHANAN

	 	Sales & Marketing Systems
	 	IBM
	 	2647APU
	 	6927CD642367
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMXSHARE1

	 	Sales & Marketing Systems
	 	IBM
	 	26454AU
	 	6949CJN4N701
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLMXSTEPHA

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro
	 	6105DYSZH729
	 	[***]
	 	[***]
	 	not in outlook
	REDLMXSUELEE

	 	Sales & Marketing Systems
	 	IBM
	 	26474PU
	 	6030DYSZN938
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMXSUENOR

	 	Sales & Marketing Systems
	 	IBM
	 	26474PU
	 	6048DYSZW566
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMXTOMMUL

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro
	 	78KGLX6
	 	[***]
	 	[***]
	 	DULUTH
	REDLMXTONFAU

	 	Sales & Marketing Systems
	 	IBM
	 	26474PU
	 	W240KN8XA078
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLMXWALBUC1

	 	Sales & Marketing Systems
	 	IBM
	 	26474PU
	 	6043DYSZA087
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNAILIBA

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	6043DYSZB399
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNALAPHO

	 	Ret Svcs-New Business
	 	Compaq
	 	Evo D500
	 	6930CD640191
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNALEBAC

	 	Ret Svcs-New Business
	 	Compaq
	 	Evo D500
	 	6X25JYFZN1HW
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNALIEDG

	 	Ret Svcs-TSA
	 	Compaq
	 	Evo D510 CMT
	 	78KFNT5
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNALIMUL

	 	Income Annu-New Business
	 	Compaq
	 	Evo D510 CMT
	 	6048DYSZW706
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNALLCHU

	 	Actu-Prod Dev-Ret Svcs
	 	IBM
	 	26474PU
	 	6048DYSZW629
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNALLVIL

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro
	 	78KZ4HR
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNALMCCO

	 	Income Annu-Cust Care
	 	Compaq
	 	Evo D510 CMT
	 	6930CD640216
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNAMINAG

	 	Income Annu-Cust Care
	 	Compaq
	 	Deskpro EP/SB Series
	 	6X19DYSZF0VG
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNAMPCAP

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Evo D510 CMT
	 	6X25JYFZN1LB
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNAMYLUT

	 	Income Annu-Ctl & Audit
	 	IBM
	 	26474MU
	 	W240KN8XA042
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNANABET

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	6948CJN4N489
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNANDCOO

	 	Income Annuities
	 	Compaq
	 	DSDT
	 	6847BW85C692
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNANNCOO

	 	Ret Svcs-TSA
	 	Compaq
	 	Deskpro
	 	6041DYSZD647
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNANSTSE

	 	Income Annu-New Business
	 	Compaq
	 	DSDT
	 	W306KN8XA206
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNAURHAL

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro
	 	 	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLPNBENBAI

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	6048DYSZW706
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNBETKNO

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro
	 	6952CJN4K429
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLPNBEVGAL

	 	Ret Svcs-New Business
	 	Compaq
	 	Deskpro
	 	6X1ADYSZ8091
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNBREJAN

	 	Sales Center-Call Center
	 	Compaq
	 	Deskpro
	 	6847BW85C694
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNCARFOR

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro EN Series
	 	6043DYSZA203
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNCARHAL

	 	Ret Svcs-TSA
	 	Compaq
	 	DSDT
	 	6112DYSZQ034
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNCARLYT

	 	Ret Svcs-New Business
	 	Compaq
	 	Evo D500
	 	6112DYSZL613
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNCAROCA

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	787BVCZ
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNCAROFL

	 	Ret Svcs-TSA
	 	Compaq
	 	DSDT
	 	78FNRFW
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLPNCHADIC

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro EN Series
	 	78FNHYD
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNCHRISC

	 	Income Annu-Cust Care
	 	Compaq
	 	Evo D510 CMT
	 	6X25JYFZE05A
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNCHRPAR

	 	Ret Svcs-TSA
	 	Compaq
	 	Evo D510 CMT
	 	6037DYSZA919
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNCORKNO

	 	Ret Svcs-New Business
	 	Compaq
	 	Evo D500
	 	W240KN8XA071
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNCRACHU

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	W240KN8XA088
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNCRYQUI

	 	Income Annu-Cust Care
	 	Compaq
	 	Evo D510 CMT
	 	6938CJN40580
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLPNDABRIG

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	EVO
	 	6941CJN4M086
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNDAVBAD

	 	Ret Svcs-New Business
	 	Compaq
	 	Evo D500
	 	6048DYSZW575
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNDAVISA

	 	Ret Svcs-New Business
	 	Compaq
	 	Deskpro
	 	X037DYSZA500
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNDEAHUF

	 	Ops Mgmt-HO
	 	IBM
	 	264746U
	 	6043DYSZB838
	 	[***]
	 	[***]
	 	REDMOND-LIFE






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.





			
	 	 	 
	Confidential Information — For internal use only
	 	Laptop & Desktop Inventory






14









Table of Contents




C.1 - Distributed Computing Hardware
Laptops &Desktops Inventory



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office / Branch	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Location (computer	 	Business	 	 	 	MFG Model (Name /	 	Comments	 	Comments	 	Comments	 	 
	name)	 	(department name)	 	MFG Make	 	Number)	 	(serial number)	 	(user name)	 	(user ID)	 	Office/City
	REDLPNDEBCOX

	 	Income Annu-New Business
	 	Compaq
	 	DSDT
	 	6X1ADYSZ80FY
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNDEBLAN

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	W240KN8XA109
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNEDWCHO

	 	Ops Mgmt-HO
	 	IBM
	 	26474AU
	 	6048DYSZW780
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNELEBAR

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	EVO
	 	6X25JYFZN1FN
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNELLCHE

	 	Symetra Program Office
	 	Compaq
	 	Deskpro
	 	78KGMW3
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNELOOLI

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	6109DYSZT033
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNELOOLI

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	6X19DYSZC0F9
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNERLBER

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	78FNVAM
	 	[***]
	 	[***]
	 	DULUTH
	REDLPNERLZAF

	 	Ret Svcs-New Business
	 	Compaq
	 	Evo D500
	 	6043DYSZB265
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNEVAHET

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro
	 	6X25JYFZN187
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNFLOJES

	 	Ret Svcs-New Business
	 	Compaq
	 	Deskpro
	 	6849BW85A325
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNHARHER

	 	Ret Svcs-TSA
	 	Compaq
	 	Deskpro
	 	78KZ7KF
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLPNHISMON

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro
	 	6X25JYFZH0BL
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNINDWHI

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro EN Series
	 	6918CD64C861
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLPNJABRA1

	 	Income Annuities Systems
	 	Compaq
	 	DSDT
	 	6043DYSZB271
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNJASFU2

	 	Ret Svcs-TSA
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA127
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNJAWHEA

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro EN Series
	 	6925CD644331
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNJEAJAC

	 	Ret Svcs-TSA
	 	Compaq
	 	Deskpro
	 	6048DYSZW575
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNJEALI2

	 	Actu-Prod Dev-Ret Svcs
	 	IBM
	 	26474PU
	 	W240KN8XA015
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNJEGROM

	 	Actu-Prod Dev-Ret Svcs
	 	Compaq
	 	Evo D510 CMT
	 	6036DYSZB580
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNJENABB

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro EN Series
	 	W239KN8XA031
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNJENCR1

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	6907BW85D045
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNJERSAN

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro
	 	78KZ9TB
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLPNJIHMOH

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro
	 	6112DYSZL575
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNJILBOR

	 	Ret Svcs-TSA
	 	Compaq
	 	Deskpro
	 	78BFVR0
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNJILPAT

	 	Income Annuities
	 	Compaq
	 	Deskpro
	 	6910BW85G278
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNJOALEI

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro
	 	6849BW85A111
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNJOEGOO

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	6048DYSZW629
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNJOHWEA

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	EVO
	 	6048DYSZW780
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNJOSFLO

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	6848BW85D893
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNJUDJOH

	 	Income Annu-Cust Care
	 	Compaq
	 	Deskpro EN Series
	 	6924CD64A619
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNJUDYBR

	 	Ret Svcs-TSA
	 	Compaq
	 	Evo D510 CMT
	 	6043DYSZB255
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNJULMAN

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	DSDT
	 	78TCPV9
	 	[***]
	 	[***]
	 	DULUTH
	REDLPNKAIJON1

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Evo D510 CMT
	 	6125DYSZD374
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNKAREHA1

	 	Ret Svcs-TSA
	 	Compaq
	 	Deskpro
	 	6907BW85D056
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNKARWIL

	 	Income Annu-New Business
	 	Compaq
	 	DSDT
	 	W240KN8XA018
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNKATDIN

	 	Ret Svcs-New Business
	 	Compaq
	 	Deskpro
	 	6043DYSZB310
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNKATHYW

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	6927CD642437
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNKATLEN

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro EP/SB Series
	 	6110DYSZQ526
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNKATUND

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Evo D510 CMT
	 	78KZ5RZ
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNKEVWOO

	 	Income Annu-Ctl & Audit
	 	Compaq
	 	Evo D510 CMT
	 	6927CD641942
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNKIMLUO

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	6002CJN4K550
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLPNKIMMCS

	 	Income Annuities
	 	IBM
	 	26474PU
	 	6945CJN4K309
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNKYLWHI

	 	Ret Svcs-New Business
	 	Hewlett-Packard
	 	HP d530 CMT(DC577AV)
	 	6030DYSZN771
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNLIEDWA

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Evo D500
	 	W240KN8XA085
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNLILSOU

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro
	 	78KFXF5
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNLINDAH

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	78KZ7HR
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNLINMAC

	 	Income Annu-New Business
	 	Compaq
	 	DSDT
	 	W231JYFXA008
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNLINMCC

	 	Ret Svcs-TSA
	 	Compaq
	 	Evo D510 CMT
	 	78MH7P8
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNLISAHE

	 	Ret Svcs-New Business
	 	Compaq
	 	Evo D500
	 	6048DYSZB354
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNLISBA1

	 	Ret Svcs-Operations
	 	IBM
	 	26454EU
	 	78MH1N1
	 	[***]
	 	[***]
	 	DULUTH
	REDLPNLISYAM

	 	Ret Svcs-TSA
	 	Compaq
	 	Deskpro EP/SB Series
	 	6924CD64A892
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNLOLESC

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	78CYHYB
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNLORENG

	 	Income Annu-New Business
	 	Compaq
	 	DSDT
	 	6924CD64A840
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNLORSIM

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	6X19DYSZF11Z
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNLUIGAM

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro EN Series
	 	6949CJN4N695
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLPNLUSGAB

	 	Ret Svcs-New Business
	 	Compaq
	 	Deskpro
	 	6X1ADYSZ806N
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNLYDFLO

	 	Income Annuities
	 	Compaq
	 	Evo D510 CMT
	 	6043DYSZC233
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLPNLYNMIL

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro
	 	U149DYSZB212
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNMACOOP

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	6015CW4PA207
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLPNMACORO

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	EVO
	 	6929CJN42131
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLPNMARCRO

	 	Ret Svcs-TSA
	 	Compaq
	 	Evo D510 CMT
	 	78MH7A3
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNMATLAY

	 	Ret Svcs-New Business
	 	Compaq
	 	Deskpro
	 	6922CD64A241
	 	[***]
	 	[***]
	 	not in outlook






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.





			
	 	 	 
	Confidential Information — For internal use only
	 	Laptop & Desktop Inventory






15









Table of Contents




C.1 - Distributed Computing Hardware
Laptops &Desktops Inventory



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office / Branch	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Location (computer	 	Business	 	 	 	MFG Model (Name /	 	Comments	 	Comments	 	Comments	 	 
	name)	 	(department name)	 	MFG Make	 	Number)	 	(serial number)	 	(user name)	 	(user ID)	 	Office/City
	REDLPNMELBUR

	 	Ret Svcs-TSA
	 	Compaq
	 	Evo D510 CMT
	 	78KBTG9
	 	[***]
	 	[***]
	 	REDMOND-ADAMS BLDG
	REDLPNMELLEW

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro
	 	78FRKKN
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNMELLYN

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	W240KN8XA110
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNMEOWOH

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro
	 	6112DYSZ1530
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNMERPAR

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro
	 	78MH7D5
	 	[***]
	 	[***]
	 	REDMOND-ADAMS BLDG
	REDLPNMICHSP

	 	Income Annu-Cust Care
	 	Compaq
	 	Evo D510 CMT
	 	6X1ADYSZ806Z
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNMICTUT

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	EVO
	 	6X19DYSZF0XY
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNMIKBRO

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	78KZ9VG
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNMINORM

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	EVO
	 	78FNTHZ
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNMOHTAL

	 	Ret Svcs-New Business
	 	Compaq
	 	Deskpro
	 	6112DYSZL656
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNMONBEL

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Evo D510 CMT
	 	6910BW85G293
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNNADSHI

	 	Income Annuities
	 	Compaq
	 	Deskpro
	 	78FNTMB
	 	[***]
	 	[***]
	 	REDMOND-ADAMS BLDG
	REDLPNNANMUL

	 	Ret Svcs-TSA
	 	Compaq
	 	Evo D510 CMT
	 	6847BW85D665
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNNANSCO

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	787BTYL
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNNATKUB

	 	Ret Svcs-New Business
	 	Compaq
	 	Deskpro
	 	6927CD641896
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNNOELAS

	 	Income Annu-Cust Care
	 	Compaq
	 	Deskpro
	 	6851BW85D197
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNNOMMCN

	 	Income Annuities
	 	Compaq
	 	DSDT
	 	6050DYSZH123
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNODICAP

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro EN Series
	 	6050DYSZH123
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNPATMCN

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	 	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLPNPATWON

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	78P7DX7
	 	[***]
	 	[***]
	 	REDMOND-ADAMS BLDG
	REDLPNPAUFUL

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro
	 	6043DYSZA253
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNRACEDM

	 	Income Annu-New Business
	 	Compaq
	 	DSDT
	 	6930CD640065
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNRAMIWA

	 	Ret Svcs-New Business
	 	Compaq
	 	Evo D500
	 	W240KN8XA066
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNREBMIT

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro
	 	78P7CV8
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNRICBU1

	 	Ops Mgmt-HO
	 	IBM
	 	26476U8
	 	6109DYSZU151
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLPNRICKUE

	 	Income Annu-Cust Care
	 	Compaq
	 	Evo D510 CMT
	 	6X25JYFZN1L9
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNRICLAV

	 	Ret Svcs-TSA
	 	Compaq
	 	Evo D510 CMT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNROBAND

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro EN Series
	 	6050DYSZH094
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNROBDEM

	 	Ret Svcs-TSA
	 	Compaq
	 	Deskpro
	 	6949CJN4M163
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNRONBUC

	 	Ret Svcs-New Business
	 	Compaq
	 	Evo D500
	 	6048DYSZW700
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNROSSIP

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro
	 	78XBFR4
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNRSACT1

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	W240KN8XA053
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNSALGLE

	 	Life Insurance Marketing
	 	Compaq
	 	Deskpro
	 	78FRHTN
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNSAMWAR

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	W232JYFXA007
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNSANHEN

	 	Ops Mgmt-HO
	 	IBM
	 	26474AU
	 	78KZ5TF
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNSANLIN

	 	Ret Svcs-New Business
	 	Compaq
	 	EVO
	 	78FRMWP
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNSARPED

	 	Income Annuities
	 	Compaq
	 	DSDT
	 	6926CD641629
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNSCOBAR

	 	Ops Mgmt-HO
	 	IBM
	 	26454EU
	 	6111DYSZM449
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNSELTEL

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNSHARE1

	 	Ret Svcs-New Business
	 	Compaq
	 	Evo D500
	 	78VFPC3
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNSHEARI

	 	Income Annuities
	 	Compaq
	 	Evo D510CMT
	 	6X19DYSZF10A
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNSHEIHO

	 	Income Annu-New Business
	 	Compaq
	 	DSDT
	 	6X19DYSZF10A
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNSHIRBA

	 	Ret Svcs-New Business
	 	Compaq
	 	Evo D500
	 	6014CW4PA168
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNSONDAV

	 	Ret Svcs-TSA
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA051
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNSOPFON

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	6851BW85D181
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNSTETRE

	 	Internal Wholesalers
	 	Compaq
	 	Deskpro
	 	 	 	[***]
	 	[***]
	 	not in outlook
	REDLPNSTEVYA

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	W240KN8XA122
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNSUEYEA

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	6035DYSZQ539
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNSUSAVA

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	6048DYSZW765
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNTARSTE

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro
	 	6X1ADYSZ80JP
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNTHOLYO

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	6X19DYSZC0JX
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNTIMCHA

	 	Income Annu-Cust Care
	 	Compaq
	 	Deskpro EP/SB Series
	 	6005CJN4A011
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNTMP733

	 	Ret Svcs-New Business
	 	Compaq
	 	Deskpro
	 	6044DYSZE743
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNTODSMA

	 	Income Annu-Cust Care
	 	Compaq
	 	Evo D510 CMT
	 	6X25JYFZE043
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNTOMBRO

	 	Actu-Prod Dev-Ret Svcs
	 	IBM
	 	26454EU
	 	W240KN8XA013
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNTRAHIR

	 	Ret Svcs-New Business
	 	Compaq
	 	Deskpro
	 	78FNLZA
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNTRIPOS

	 	Ret Svcs-TSA
	 	Compaq
	 	Evo D510 CMT
	 	6928CD640263
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNTROAXO

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	W240KN8XA029
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNTROAXO

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	W240KN8XA008
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNTSA002

	 	Ret Svcs-TSA
	 	Compaq
	 	DSDT
	 	6926CD640167
	 	[***]
	 	[***]
	 	not in outlook
	REDLPNVALGAR

	 	Ret Svcs-New Business
	 	Compaq
	 	Evo D500
	 	6840BW85J583
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNVALLEY

	 	Ops Mgmt-HO
	 	IBM
	 	264746U
	 	W240KN8XA044
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNVASMON

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	6048DYSZW759
	 	[***]
	 	[***]
	 	REDMOND-LIFE






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.




			
	 	 	 
	Confidential Information — For internal use only
	 	Laptop & Desktop Inventory






16









Table of Contents




C.1 - Distributed Computing Hardware
Laptops &Desktops Inventory



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office / Branch	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Location (computer	 	Business	 	 	 	MFG Model (Name /	 	Comments	 	Comments	 	Comments	 	 
	name)	 	(department name)	 	MFG Make	 	Number)	 	(serial number)	 	(user name)	 	(user ID)	 	Office/City
	REDLPNVASMON

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	78P7CT3
	 	[***]
	 	[***]
	 	FENTON-SOUTH
	REDLPNWARWOO

	 	Ops Mgmt-HO
	 	Compaq
	 	Evo D510 CMT
	 	78FNTKL
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNWILLAU

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	6051DYSZH653
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNYUKELL

	 	Ret Svcs-TSA
	 	Compaq
	 	Deskpro
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNYUMKOJ

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro
	 	6112DYSZH289
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPNYVOPOR

	 	Ret Svcs-Operations
	 	Compaq
	 	Deskpro EN Series
	 	78RKCF0
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPXMIKMUR

	 	Symetra Quality Assurance
	 	Compaq
	 	Evo D500
	 	78FNTRP
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLPXMIKMUR1

	 	Symetra Quality Assurance
	 	Compaq
	 	DSDT
	 	6015CW4PA106
	 	[***]
	 	[***]
	 	not in outlook
	REDLRXBOBZO1

	 	Core Systems & Services
	 	Compaq
	 	Evo D510 CMT
	 	6109DYSZQ987
	 	[***]
	 	[***]
	 	not in outlook
	REDLRXDAVHAX

	 	Core Systems & Services
	 	Compaq
	 	Deskpro
	 	6112DYSZF321
	 	[***]
	 	[***]
	 	not in outlook
	REDLRXFRAPER

	 	Core Systems & Services
	 	Compaq
	 	Deskpro
	 	6048DYSZA904
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLRXHELMZA

	 	Core Systems & Services
	 	Compaq
	 	Deskpro
	 	6030DYSZN743
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLRXJONBIN

	 	Core Systems & Services
	 	Compaq
	 	DSDT
	 	W240KN8XA047
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLRXJUDFUN

	 	Core Systems & Services
	 	Compaq
	 	Deskpro
	 	W240KN8XA123
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLRXKASTAN

	 	Core Systems & Services
	 	IBM
	 	26474PU
	 	6X19DYSZF3SF
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLRXKEVDEK

	 	Sales & Marketing Systems
	 	IBM
	 	26474AU
	 	78FRMWN
	 	[***]
	 	[***]
	 	not in outlook
	REDLRXLAB-02

	 	Core Systems & Services
	 	Compaq
	 	Deskpro
	 	W240KN8XA003
	 	[***]
	 	[***]
	 	not in outlook
	REDLRXLILWOO1

	 	Core Systems & Services
	 	Compaq
	 	Deskpro EP/SB Series
	 	6948CJN4K838
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLRXLINDHI

	 	Core Systems & Services
	 	Compaq
	 	Deskpro
	 	6103DYSZB549
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLRXTENROB

	 	Core Systems & Services
	 	Compaq
	 	Deskpro
	 	W240KN8XA096
	 	[***]
	 	[***]
	 	not in outlook
	REDLSMMEGMCG

	 	Symetra Marketing
	 	Compaq
	 	Deskpro
	 	6851BW85D169
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDBLMBRG

	 	Actu-Prod Dev-Ret Svcs
	 	Compaq
	 	Deskpro EN Series
	 	6X22JYFZE0Z1
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLTDCLSB20

	 	Indiv-Admin-Accounting
	 	Compaq
	 	Deskpro
	 	6032DYSZA216
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDCLSB21

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	 	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLTDCLSB22

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6048DYSZX255
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDCLSB23

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	W240KN8XA061
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDCLSB24

	 	Indiv-Admin-Accounting
	 	Compaq
	 	Deskpro
	 	W240KN8XA125
	 	[***]
	 	[***]
	 	not in outlook
	REDLTDCLSB25

	 	Indiv-Admin-Accounting
	 	Compaq
	 	Deskpro
	 	6928CD640151
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDCLSB26

	 	Income Annu-Cust Care
	 	Compaq
	 	Deskpro
	 	6945CJN4L006
	 	[***]
	 	[***]
	 	not in outlook
	REDLTDCLSB27

	 	Income Annu-Cust Care
	 	Compaq
	 	Deskpro
	 	6048DYSZW764
	 	[***]
	 	[***]
	 	not in outlook
	REDLTDCLSB28

	 	Income Annu-Cust Care
	 	Compaq
	 	Deskpro
	 	W240KN8XA115
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDCLSB29

	 	Indiv-Admin-Accounting
	 	Compaq
	 	Deskpro
	 	6915CD64B151
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDCLSB30

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	78KZ2XA
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDCLSB31

	 	Indiv-Admin-Accounting
	 	Compaq
	 	Deskpro
	 	6030DYSZN948
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDCLSBIN

	 	Life Training-NW
	 	Compaq
	 	Deskpro
	 	6952CJN4K369
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLTDHELOJ1

	 	Life Training-NW
	 	SAFECO Insurance
	 	W2K for Compaq
Desktops v1.0
	 	6011DT63E201
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLTDHELOJE

	 	Life Training-NW
	 	IBM
	 	26474AU
	 	6011DT63E197
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLTDLIBRY1

	 	Individual-Policy Service-HO
	 	Compaq
	 	Deskpro
	 	6949CJN4N792
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDLTDLIBRY2

	 	Sales Center-Call Center
	 	Compaq
	 	Deskpro
	 	6112DYSZZ741
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDLIBRY3

	 	Individual-Claims
	 	Compaq
	 	Deskpro
	 	6849BW85A119
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDLIBRY4

	 	Individual Client Svc & Claims
	 	Compaq
	 	Deskpro
	 	6902BW85A615
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDLINA01

	 	Life Training-NW
	 	Compaq
	 	Deskpro
	 	6046DYSZC712
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDLINB01

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6846BZL2A076
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDLINB20

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6030DYSZN799
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDLINB21

	 	Indiv-Issue
	 	Compaq
	 	Deskpro
	 	6X1ADYSZ80DB
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDLINB22

	 	Indiv-Admin-Accounting
	 	Compaq
	 	Deskpro
	 	6048DYSZW764
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDLINB24

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	6043dysza163
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDLINB26

	 	Individual-New Business-Issue
	 	Compaq
	 	Deskpro
	 	99G6LBP
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDLINB28

	 	Indiv-Admin-Accounting
	 	Compaq
	 	Deskpro
	 	6048DYSZW772
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDLINB31

	 	Indiv-Admin-Accounting
	 	Compaq
	 	Deskpro
	 	6108DYSZJ958
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDMARBAU

	 	Life Training-NW
	 	Compaq
	 	Deskpro
	 	W240KN8XA118
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDSARGRI

	 	Life Training-NW
	 	Compaq
	 	Deskpro
	 	787BTNW
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDLTDTAMKEE

	 	Life Training-NW
	 	IBM
	 	26474MU
	 	6X19DYSZF0LE
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDMEDCARBIS

	 	Medical
	 	Compaq
	 	Deskpro
	 	6110DYSZQ526
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDMEDCRASCH

	 	Medical
	 	Compaq
	 	Evo D510 CMT
	 	6033DYSZK000
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMEDMADUNN

	 	Medical
	 	Compaq
	 	DSDT
	 	6X19DYSZF3S9
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDMEDREBSCH

	 	Medical
	 	Compaq
	 	Evo D510 CMT
	 	78FRKLM
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDMFBRIDBU1

	 	SIS Sales
	 	IBM
	 	26474AU
	 	6X21JYFZT169
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDMFCGRECLA

	 	Multi-Line Distribution
	 	IBM
	 	26474EU
	 	78FRLNM
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMFCJIMJAC

	 	BD Sales-West-HO
	 	IBM
	 	26474PU
	 	6950CJN4N220
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMFCMICHAE

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6051DYSZH753
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDMFCREBCRI

	 	Multi-Line Marketing
	 	IBM
	 	264746U
	 	6930CD640006
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDMFCSTEMAN

	 	BD — Admin
	 	IBM
	 	26474PU
	 	6930CD640142
	 	[***]
	 	[***]
	 	REDMOND-LIFE






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.




			
	 	 	 
	Confidential Information — For internal use only
	 	Laptop & Desktop Inventory






17









Table of Contents




C.1 - Distributed Computing Hardware
Laptops &Desktops Inventory



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office / Branch	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Location (computer	 	Business	 	 	 	MFG Model (Name /	 	Comments	 	Comments	 	Comments	 	 
	name)	 	(department name)	 	MFG Make	 	Number)	 	(serial number)	 	(user name)	 	(user ID)	 	Office/City
	REDMFCWILLBR

	 	BD Sales-East-Hrt
	 	IBM
	 	264746U
	 	6930CD640090
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDMKTANDCAS

	 	Annuities Marketing
	 	Compaq
	 	Evo D510 CMT
	 	78VFTT2
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMKTJOEMCK

	 	Grp Dist-Mkt/Sls-Sales-Sea
	 	IBM
	 	26474PU
	 	USW33300HF
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDMORALIEST

	 	Mortgage Loan
	 	Compaq
	 	Deskpro
	 	6X1ADYSZ80J0
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDMORBILHIG

	 	Mortgage Loan
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4N814
	 	[***]
	 	[***]
	 	not in outlook
	REDMORCINBAN

	 	Mortgage Loan
	 	Compaq
	 	Deskpro
	 	6112DYSZG578
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDMORDIADIC

	 	Mortgage Loan
	 	Compaq
	 	Deskpro EP/SB Series
	 	6912CD64A180
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDMORJOAMAI

	 	Mortgage Loan
	 	Compaq
	 	Deskpro
	 	6015CW4PA173
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDMORMJOHNS

	 	Mortgage Loan
	 	Compaq
	 	Deskpro EP/SB Series
	 	6924CD64A732
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDMORRICMAN

	 	Mortgage Loan
	 	Compaq
	 	Deskpro EP/SB Series
	 	W240KN8XA084
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDMUTACCTEST

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6852BW85B540
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTALLLAB

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	X040DYSZA596
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTAMYARM

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6848BW85B776
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTANNMAN

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6105DYSZH764
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTAPRCRA

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6846BW85B011
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTBENLYX

	 	Transfer Agent Admin
	 	Compaq
	 	Deskpro
	 	6847BW85D659
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTBENROP

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4N487
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTBONLUN

	 	Mut Funds-Gen Mgmt
	 	Compaq
	 	Deskpro
	 	6906BW85B301
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTBOYACK

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6044DYSZE628
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTCARZAP

	 	Mut Funds-Gen Mgmt
	 	Compaq
	 	Deskpro
	 	6849BW85A115
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTCHUNNG

	 	Sales & Marketing Systems
	 	Compaq
	 	DSDT
	 	6X1ADYSZ80B1
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTDABAL3

	 	Core Systems & Services
	 	Compaq
	 	Deskpro
	 	6847BW85D635
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTDABALL

	 	Core Systems & Services
	 	IBM
	 	26474AU
	 	78FNTBT
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTDAVEVA

	 	Mut Funds-Controllers-HO
	 	IBM
	 	26454EG
	 	557H06Y
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTDAVLON

	 	Mut Funds-Controllers-HO
	 	IBM
	 	26474PU
	 	78KZ8WR
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTDEBDAW

	 	Sales & Marketing Systems
	 	IBM
	 	26474AU
	 	78FNVCC
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTDELALB

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6126DYSZA012
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTDENEAR

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6105DYSZJ355
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTFREUEC

	 	Market Dev-Mut Funds
	 	Compaq
	 	Deskpro
	 	6848BW85G314
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTGRETJ1

	 	Transfer Agent Admin
	 	Compaq
	 	Evo D510 CMT
	 	W239KN8XA043
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTGRETJ1

	 	Transfer Agent Admin
	 	Compaq
	 	Evo D510 CMT
	 	W239KN8XA043
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTJEFSKI

	 	Life Agy-Appointments
	 	Compaq
	 	Deskpro
	 	6847BW85D422
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTJENSOM1

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6125DYSZG408
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTJOEBOW

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6X19DYSZC07B
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTJOHHAA

	 	Mut Funds-Controllers-HO
	 	IBM
	 	26474AU
	 	78FNPZZ
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTJUDJHA

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6043DYSZB832
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTKATSTA

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6847BW85A573
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTKELFI1

	 	Transfer Agent Admin
	 	Compaq
	 	Evo D510 CMT
	 	W239KN8XA042
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTKIOSK2

	 	Life Claims-NW
	 	Compaq
	 	Deskpro
	 	6911BW85A455
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTKYLFUL

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6105DYSZJ371
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTLINGOS

	 	Market Dev-Mut Funds
	 	IBM
	 	264746U
	 	78KBNT0
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTLINKNI

	 	Core Systems & Services
	 	IBM
	 	264746U
	 	78CWRP3
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTLINMAH

	 	Mutual Funds — Intermed Svc
	 	IBM
	 	264746U
	 	78KFNP4
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTLISSUH

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6847BW85D692
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTLORME1

	 	Market Dev-Mut Funds
	 	IBM
	 	26474AU
	 	78RKGP0
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTMAMON1

	 	Transfer Agent Admin
	 	Compaq
	 	Evo D510 CMT
	 	W239KN8XA044
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTMERABE

	 	Mutual Funds — Intermed Svc
	 	IBM
	 	26474AU
	 	78FNRPB
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTMICZHA

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	DSDT
	 	6X1ADYSZ807G
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTMIWHIT

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6847BW85C831
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTPINGON

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6847BW85D701
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTPRICING

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6847BW85D624
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTPRICING1

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6847BW85A558
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTRUSKOS

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6044DYSZQ734
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTSCOOSW

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6126 dysz a019
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTSHARED

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6105DYSZH698
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTSHELW1

	 	Transfer Agent Admin
	 	Compaq
	 	Evo D510 CMT
	 	W239KN8XA041
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTSTHAND

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro EP/SB Series
	 	6014CW4PA440
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTSUCORT

	 	Market Dev-Mut Funds
	 	IBM
	 	26476U8
	 	W240KN8XA020
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDMUTSUSSIM

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6040DYSZG683
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTSUSWID

	 	Core Systems & Services
	 	IBM
	 	26474AU
	 	78FNTCD
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTSUZCRO

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6840BW85L516
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.





			
	 	 	 
	Confidential Information — For internal use only
	 	Laptop & Desktop Inventory






18









Table of Contents




C.1 - Distributed Computing Hardware
Laptops &Desktops Inventory



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office / Branch	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Location (computer	 	Business	 	 	 	MFG Model (Name /	 	Comments	 	Comments	 	Comments	 	 
	name)	 	(department name)	 	MFG Make	 	Number)	 	(serial number)	 	(user name)	 	(user ID)	 	Office/City
	REDMUTTEST02

	 	Core Systems & Services
	 	Compaq
	 	Deskpro
	 	6847BW85C838
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTTEST05

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6926CD641681
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTTHAHOA

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6920CD64E780
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTTHEKEL

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6850BW85B719
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDMUTWILLAU

	 	Mut Funds-Controllers-HO
	 	Compaq
	 	Deskpro
	 	6950CJN4K605
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDNSDCHRFOX

	 	Group Systems
	 	IBM
	 	26474AU
	 	78VGBB6
	 	[***]
	 	[***]
	 	REDMOND-SHASTA BLDG
	REDNSDNOC1

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro
	 	6107DYSZD526
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDPSSEXEC04

	 	Agy Svcs-Ins Compliance
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDRETANJPHI

	 	Ret Svcs-Corporate
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDRETCARBEL

	 	Ret Svcs-Corporate
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDRETCHRDOW

	 	Ret Svcs-Corporate
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDRETDIACHR

	 	Ret Svcs-Corporate
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDRETFELLEU

	 	Ret Svcs-Corporate
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDRETJEFBAI

	 	Ret Svcs-Corporate
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDRETJESWOO

	 	Ret Svcs-Corporate
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDRETJPEEDE

	 	Ret Svcs-Corporate
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDRETKATHAS

	 	Ret Svcs-Corporate
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDRETKONMCC

	 	Ret Svcs-Corporate
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDRETLOUSIC

	 	Ret Svcs-Corporate
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDRETLYDGUE

	 	Ret Svcs-IRA/Non-Qual
	 	Compaq
	 	Deskpro
	 	6930CD640174
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDRETMAGCAS

	 	Ret Svcs-Corporate
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDRETMARPOR

	 	Ret Svcs-Corporate
	 	Compaq
	 	Deskpro
	 	6851BW85C971
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDRETOLIKIL

	 	Ret Svcs-Corporate
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDRETROBFOL

	 	Ops Mgmt-HO
	 	IBM
	 	26474AU
	 	78VFWD6
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDRETSANFLY

	 	Ret Svcs-Corporate
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMADREDW

	 	Group Marketing
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA036
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMADRWEA

	 	Market Development
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA049
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMALLYCL

	 	Symetra Marketing
	 	IBM
	 	26474PU
	 	78KZ9PA
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMBRERAN

	 	Multiline-Seattle Sls-NW-Spo
	 	IBM
	 	264746U
	 	78KBVP8
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMBROTIF1

	 	Annuities Marketing
	 	IBM
	 	264746U
	 	78KFZH0
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMCARDRE

	 	Marketing-Administration
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA026
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMCHAWEB

	 	Sales & Marketing Systems
	 	IBM
	 	26474PU
	 	78KZ7PV
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMCRARAH

	 	Marketing-Administration
	 	Compaq
	 	Deskpro
	 	6109DYSZR010
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMDANGAR

	 	Market Development
	 	Compaq
	 	Deskpro EN Series
	 	6926CD641732
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMDEBEAT

	 	General Management — Life
	 	Compaq
	 	Deskpro
	 	6918CD64C955
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMDENLYO

	 	Emp Sponsored Prgms Mktg
	 	Compaq
	 	Deskpro EP/SB Series
	 	6004CJN4K067
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMDIAOTH

	 	Income Annuities Marketing
	 	Compaq
	 	Deskpro
	 	6846BW85A789
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMEARGRO

	 	Distribution Management
	 	IBM
	 	26454EU
	 	W240KN8XA111
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMEARGRO

	 	Distribution Management
	 	IBM
	 	26454EU
	 	78AAMGY
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMERIRYA

	 	Marketing-Administration
	 	Compaq
	 	Deskpro
	 	6X19DYSZF0VW
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMJEMILL

	 	Market Development
	 	Compaq
	 	Deskpro
	 	6112DYSZ1531
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMJIMSAN

	 	BD — Admin
	 	IBM
	 	26476U8
	 	787BTPN
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMJOHNDE

	 	Market Development
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMJOHRO1

	 	BD — Admin
	 	IBM
	 	26476U8
	 	787BTPR
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMJULKNI

	 	Market Development
	 	IBM
	 	TP-T21___
	 	 	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMKARMUN

	 	Marketing Services
	 	Compaq
	 	Deskpro
	 	6910BW85G299
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMKARSUS

	 	Sales Center
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA131
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMKATRIL

	 	Marketing Services
	 	Compaq
	 	Deskpro
	 	6848BW85C389
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMKATTYO

	 	Marketing Services
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA002
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMKEVWIL

	 	Marketing Services
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA031
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMKIMBNE

	 	Group Marketing
	 	Compaq
	 	Evo D510 CMT
	 	6928CD640243
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMKIMQUI

	 	Marketing-Administration
	 	Compaq
	 	Evo D510 CMT
	 	W238KN8XA212
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMKIMWAL

	 	Marketing-Administration
	 	Compaq
	 	Evo D510 CMT
	 	W243KN8XA007
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMKRILEA

	 	Marketing-Administration
	 	IBM
	 	26474AU
	 	78FKWZK
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMLAUCHA

	 	Marketing-Administration
	 	Compaq
	 	Deskpro
	 	6129DYSZA513
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMLERBRA

	 	Marketing Services
	 	IBM
	 	26474AU
	 	78FNTBK
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMLISLEE

	 	Market Dev-Mut Funds
	 	Compaq
	 	DSDT
	 	6048DYSZW764
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMLIZWIL

	 	Market Development
	 	IBM
	 	26458PU
	 	78WHBT3
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMMAROLS

	 	Market Development
	 	IBM
	 	26454EU
	 	78TAFN3
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMMATHOU

	 	Life Insurance Marketing
	 	IBM
	 	26454EU
	 	78TDKK4
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMPHIWIN

	 	Symetra Marketing
	 	IBM
	 	264746U
	 	78CWTZ1
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMROBWAC

	 	Life Insurance Marketing
	 	Compaq
	 	Evo D510 CMT
	 	W240KN8XA034
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMSARBAL

	 	Marketing-Administration
	 	Compaq
	 	EVO
	 	W232JYFXA002
	 	[***]
	 	[***]
	 	REDMOND-LIFE






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.




			
	 	 	 
	Confidential Information — For internal use only
	 	Laptop & Desktop Inventory






19









Table of Contents




C.1 - Distributed Computing Hardware
Laptops &Desktops Inventory



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office / Branch	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Location (computer	 	Business	 	 	 	MFG Model (Name /	 	Comments	 	Comments	 	Comments	 	 
	name)	 	(department name)	 	MFG Make	 	Number)	 	(serial number)	 	(user name)	 	(user ID)	 	Office/City
	REDSAMSHRICK

	 	Marketing Services
	 	Compaq
	 	Evo D510 CMT
	 	W304KN8XA009
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSAMSTEPJO

	 	Market Development
	 	Compaq
	 	Deskpro
	 	6923CD64B067
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSISALAWYN

	 	SIS Operations
	 	Compaq
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDSISANDHOW

	 	SIS Sales
	 	IBM
	 	26474PU
	 	78KZ4RP
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDSISBONUS1

	 	Core Systems & Services
	 	Compaq
	 	Deskpro
	 	6847BW85A557
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSISBRSTAS

	 	SIS Sales
	 	Compaq
	 	Deskpro
	 	6910BW85A787
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDSISCHEWOO

	 	SIS-Compliance
	 	Compaq
	 	Deskpro
	 	6911BW85A651
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDSISDAVACH

	 	SIS Sales
	 	IBM
	 	26474PU
	 	78KZ4MH
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDSISDAVICA

	 	SIS Sales
	 	Compaq
	 	Deskpro
	 	6911BW85A459
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDSISDERICC

	 	SIS Operations
	 	Compaq
	 	Deskpro
	 	6926cd640117
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDSISJENPRO

	 	SIS-Compliance
	 	Compaq
	 	Deskpro
	 	6949CJN4M399
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDSISJESTO1

	 	SIS-Compliance
	 	Compaq
	 	Deskpro
	 	6934CD640174
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSISJOASAL

	 	SIS Operations
	 	Compaq
	 	Deskpro
	 	6105DYSZA435
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDSISKRINOR

	 	SIS-Compliance
	 	Compaq
	 	Deskpro
	 	6924CD64A586
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDSISLEEGLE

	 	SIS Operations
	 	Compaq
	 	Deskpro
	 	6911BW85A554
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDSISLUCMIL

	 	SIS Operations
	 	Compaq
	 	Deskpro
	 	6948CJN4K851
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDSISMELLIS

	 	SIS Operations
	 	Compaq
	 	Deskpro
	 	6847BW85C717
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDSISMELSEG

	 	SIS Operations
	 	Compaq
	 	Deskpro
	 	6847BW85D451
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDSISMONAEL

	 	SIS Sales
	 	IBM
	 	26474PU
	 	78KZ4PR
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDSISNEDSHA

	 	SIS Operations
	 	IBM
	 	26474MU
	 	W240KN8XA126
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSISNOEYIM

	 	SIS-Compliance
	 	Compaq
	 	Deskpro
	 	6847BW85D757
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDSISPCTEST

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro
	 	6043DYSZA203
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDSISROYTIB

	 	SIS Sales
	 	Compaq
	 	Deskpro
	 	6847BW85D704
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDSISSARYAT

	 	SIS Operations
	 	Compaq
	 	Deskpro EP/SB Series
	 	6945CJN4K412
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDSISSCANPC

	 	SIS Operations
	 	Compaq
	 	Deskpro
	 	6847BW85C722
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDSISTEMP02

	 	SIS Operations
	 	Compaq
	 	Deskpro
	 	6927CD640447
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDSRVCRCOHO

	 	Life Training-NW
	 	Compaq
	 	Deskpro
	 	6105DYSZD402
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSUNSTUD09

	 	Marketing-Administration
	 	Compaq
	 	Deskpro
	 	6931CD640307
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSUNSTUD12

	 	Human Resources
	 	Compaq
	 	Compaq Deskpro
	 	6122DYSZH018
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDSYSPAMWEB

	 	Sales & Marketing Systems
	 	Compaq
	 	Deskpro
	 	6926CD640333
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	REDTNDCONLEE

	 	Life Training-NW
	 	Compaq
	 	Deskpro
	 	6042DYSZB567
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDTNDFABLOK

	 	Life Training-NW
	 	Compaq
	 	Deskpro EP/SB Series
	 	6014CW4PA382
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDVANJENKNA

	 	Retirement Services Systems
	 	Compaq
	 	DSDT
	 	6X1ADYSZ808F
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDVANWILCHO

	 	Retirement Services Systems
	 	Compaq
	 	DSDT
	 	6X1ADYSZ80A9
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	REDWINRISK01

	 	Individual Systems
	 	Compaq
	 	Deskpro
	 	6906BW85F149
	 	[***]
	 	[***]
	 	REDMOND-LIFE
	RMIA703388

	 	Policy Issue/Compliance
	 	IBM
	 	627550U
	 	5576M6B
	 	[***]
	 	[***]
	 	not in outlook
	SPOLIFRBYERS

	 	Sales & Marketing Systems
	 	IBM
	 	26474AU
	 	78FNVBP
	 	[***]
	 	[***]
	 	SPOKANE
	SWRLGRALIGOR

	 	Group-Underwriting-Hrt
	 	Compaq
	 	Deskpro EP/SB Series
	 	6946CJN4L975
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRANNBOL

	 	Group-Pol & UW Svcs-Hrt
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4M848
	 	[***]
	 	[***]
	 	not in outlook
	SWRLGRBOBCAM

	 	Group Sales-NE-Boston
	 	IBM
	 	26474AU
	 	78FNRVG
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRCHRGAL

	 	Group-Underwriting-Hrt
	 	Compaq
	 	Deskpro EP/SB Series
	 	6946CJN4K834
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRDACONN

	 	Group-Underwriting-Hrt
	 	IBM
	 	26474AU
	 	78FNPMB
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRENIGIA

	 	Group-Pol & UW Svcs-Hrt
	 	Compaq
	 	Deskpro EP/SB Series
	 	6011DT63E179
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRFRACAR

	 	Group-Underwriting-Hrt
	 	IBM
	 	26474AU
	 	78FNPVZ
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRJANZIS

	 	Group-Underwriting-Hrt
	 	Compaq
	 	Deskpro EP/SB Series
	 	6014DFXBA339
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRJESILV

	 	Group-Pol & UW Svcs-Hrt
	 	Compaq
	 	Deskpro EP/SB Series
	 	6011DT63E871
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRJESSYM

	 	Group-Pol & UW Svcs-Hrt
	 	Compaq
	 	Deskpro
	 	6849BW85B169
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRJOESHA

	 	Group-Underwriting-Hrt
	 	Compaq
	 	Deskpro EP/SB Series
	 	6011DT63F096
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRKARPIN

	 	Group-Underwriting-Hrt
	 	Compaq
	 	Deskpro
	 	6051DYSZJ506
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRKERROB

	 	Group Sales-NE-Boston
	 	Compaq
	 	Deskpro EP/SB Series
	 	6946CJN4L296
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRKRIANT

	 	Group-Pol & UW Svcs-Hrt
	 	Compaq
	 	Deskpro EP/SB Series
	 	6011DT63E171
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRLORICH

	 	Group-Underwriting-Hrt
	 	Compaq
	 	Deskpro EP/SB Series
	 	6946CJN4K813
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRMACHRI

	 	Group-Pol & UW Svcs-Hrt
	 	Compaq
	 	Deskpro EP/SB Series
	 	6946CJN4L602
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRMARNOW

	 	Group-Underwriting-Hrt
	 	Compaq
	 	Deskpro
	 	6050DYSZG140
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRMICSAB

	 	Group-Underwriting-Hrt
	 	Compaq
	 	Deskpro
	 	6050DYSZG127
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRMICTHE

	 	Group-Underwriting-Hrt
	 	Compaq
	 	Deskpro EP/SB Series
	 	6011DT63E251
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRNANCSA

	 	Group-Underwriting-Hrt
	 	Compaq
	 	Deskpro EP/SB Series
	 	6941CJN4L536
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRPAULEC

	 	Group-Underwriting-Hrt
	 	Compaq
	 	Deskpro EP/SB Series
	 	6011DT63E261
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRREBKRA

	 	Group Sales-NE-Boston
	 	Compaq
	 	Deskpro
	 	6109DYSZT159
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRRICBAL

	 	Group-Underwriting-Hrt
	 	Compaq
	 	Deskpro EP/SB Series
	 	6946CJN4K828
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRSANHUN

	 	Group-Pol & UW Svcs-Hrt
	 	Compaq
	 	Deskpro EP/SB Series
	 	6946CJN4L892
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRSCHED1

	 	Group Systems
	 	Compaq
	 	Deskpro
	 	6849BW85B163
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRSTEPHI

	 	Group-Underwriting-Hrt
	 	Compaq
	 	Deskpro
	 	6846BW85A526
	 	[***]
	 	[***]
	 	SOUTH WINDSOR






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.




			
	 	 	 
	Confidential Information — For internal use only
	 	Laptop & Desktop Inventory






20









Table of Contents




C.1 - Distributed Computing Hardware
Laptops &Desktops Inventory



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office / Branch	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Location (computer	 	Business	 	 	 	MFG Model (Name /	 	Comments	 	Comments	 	Comments	 	 
	name)	 	(department name)	 	MFG Make	 	Number)	 	(serial number)	 	(user name)	 	(user ID)	 	Office/City
	SWRLGRSTJOHN

	 	Group-Pol & UW Svcs-Hrt
	 	Compaq
	 	Deskpro
	 	6043DYSZA998
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRSUSPEE

	 	Group-Underwriting-Hrt
	 	Compaq
	 	Deskpro EP/SB Series
	 	6011DT63E226
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRVANSH2

	 	Group Systems
	 	IBM
	 	26476U8
	 	787BVDW
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	SWRLGRWILDAL

	 	Group-Underwriting-Hrt
	 	Compaq
	 	Deskpro EP/SB Series
	 	6948CJN4N503
	 	[***]
	 	[***]
	 	SOUTH WINDSOR
	WILLGRACHMED

	 	Group-Management
	 	IBM
	 	26454EU
	 	78HLAV3
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRANNACK

	 	Group Systems
	 	Compaq
	 	Deskpro
	 	6915CD64A492
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRANNVER

	 	Group-Pol & UW Svcs
	 	Compaq
	 	Deskpro EP/SB Series
	 	6944CJN4K488
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRANUFER

	 	Actu-Prod Dev-Group
	 	Compaq
	 	Deskpro
	 	6X19DYSZF0YA
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRAPROBR

	 	Group-Accounting Services
	 	Compaq
	 	Deskpro EP/SB Series
	 	6944CJN4K585
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRBARHUG

	 	Life Claims-NW
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4M328
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRBARKEL

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro EP/SB Series
	 	6944CJN4K512
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRBETHUD

	 	Group-Accounting Services
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4N327
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRBETPAL

	 	Group-Accounting Services
	 	Compaq
	 	Deskpro
	 	6851BW85C638
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRBILCLE

	 	Group-Accounting Services
	 	IBM
	 	26474AU
	 	78XBCZ3
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRBRUMEY

	 	Policy Issue/Compliance
	 	Compaq
	 	Deskpro EP/SB Series
	 	6944CJN4K678
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRCANGIR

	 	Policy Issue/Compliance
	 	Compaq
	 	Deskpro
	 	6853BW85B077
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRCARBUR

	 	Actu-Prod Dev-Group
	 	IBM
	 	26474PU
	 	78MH7F7
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRCARCIE

	 	Group-Underwriting
	 	Compaq
	 	Deskpro EP/SB Series
	 	6011DT63G203
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRCLAHEA

	 	Actu-Prod Dev-Group
	 	Compaq
	 	Deskpro
	 	6X19DYSZF0NN
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRCONKWO

	 	Policy Issue/Compliance
	 	Compaq
	 	Deskpro
	 	6915CD64A406
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRDALBIS

	 	Group-Underwriting
	 	Compaq
	 	Deskpro
	 	6915CD64B448
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRDANPRA

	 	Policy Issue/Compliance
	 	Compaq
	 	Deskpro EP/SB Series
	 	6944CJN4K501
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRDANSHI

	 	Group-Underwriting
	 	Compaq
	 	Deskpro
	 	6848BW85B801
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRDAVBAS

	 	Group-Underwriting
	 	Compaq
	 	Deskpro
	 	6927CD640166
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRDAWATK

	 	Group Systems
	 	Compaq
	 	Deskpro
	 	6X19DYSZF14B
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRDEASTI

	 	Group-Accounting Services
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4N489
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRDEBABE

	 	Group-Underwriting
	 	Compaq
	 	Deskpro
	 	6851BW85B929
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRDEBBUC

	 	Group Distribution
	 	IBM
	 	264746U
	 	78KBKW3
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRDEBOWA

	 	Case Management-Rainier
	 	Compaq
	 	DSDT
	 	6X1ADYSZ80HF
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRDEBTRO

	 	Group-Accounting Services
	 	Compaq
	 	Deskpro EP/SB Series
	 	6941CJN4L394
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRDENWAR

	 	Group-Underwriting
	 	Compaq
	 	Deskpro EP/SB Series
	 	6945CJN4M615
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRDIAHOR

	 	Life Claims-NW
	 	Compaq
	 	Deskpro
	 	6915CD64C523
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRDIAREE

	 	Life Claims-NW
	 	Compaq
	 	Deskpro
	 	6915CD64C335
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRDIARHU

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro
	 	6915CD64A569
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRDIMILL

	 	Group-Accounting Services
	 	Compaq
	 	Deskpro
	 	6851BW85C634
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRFILMAR

	 	Group-Admin
	 	Compaq
	 	Deskpro
	 	6847BW85C669
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRGAISAN

	 	Group-Underwriting
	 	IBM
	 	264746U
	 	78KBKR5
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRGAYSTI

	 	Case Management-Rainier
	 	COMPAQ
	 	DSDT
	 	 	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRGINADA

	 	Group-Management
	 	Compaq
	 	Deskpro EP/SB Series
	 	6938CJN40493
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRGRACFU

	 	Group-Underwriting
	 	Compaq
	 	Deskpro
	 	6906BW85C066
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRGREPRE

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4M237
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRHALCAR

	 	Group-Pol & UW Svcs
	 	Compaq
	 	Deskpro
	 	6915CD64C673
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRHEAMCC

	 	Group-Pol & UW Svcs
	 	Compaq
	 	Deskpro
	 	6915CD64C716
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRHELECO

	 	Group-Pol & UW Svcs
	 	Compaq
	 	Deskpro
	 	6915CD64C607
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRJACOLD

	 	Actu-Prod Dev-Group
	 	Compaq
	 	Deskpro
	 	6X19DYSZC03X
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRJACPAI

	 	Life Claims-NW
	 	Compaq
	 	Deskpro
	 	6915CD64C273
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRJANNSC

	 	Group-Audit
	 	IBM
	 	26474AU
	 	78VGBH0
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRJANPUR

	 	Policy Issue/Compliance
	 	Compaq
	 	Deskpro EP/SB Series
	 	6944CJN4K679
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRJAYYAN

	 	Group-Pol & UW Svcs
	 	Compaq
	 	Deskpro
	 	6X19DYSZF0ZZ
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRJEFBAT

	 	Policy Issue/Compliance
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4N195
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRJEFFIN

	 	Group-Audit
	 	IBM
	 	26474AU
	 	78FNPKN
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRJEFSCA

	 	Group-Underwriting
	 	Compaq
	 	Deskpro
	 	6848BW85D965
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRJENEHA

	 	Case Management-Rainier
	 	IBM
	 	26474EU
	 	78Z2T58
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRJESSBA

	 	Life Claims-NW
	 	Compaq
	 	Deskpro
	 	6915CD64B454
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRJILMCC

	 	Actu-Prod Dev-Group
	 	Compaq
	 	Deskpro
	 	6X19DYSZF0VS
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRJOAKLI

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro EP/SB Series
	 	6015CW4PA210
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRJOANHA

	 	Group-Accounting Services
	 	Compaq
	 	Deskpro
	 	6851BW85B930
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRJOEWYR

	 	Group-Management
	 	IBM
	 	26474AU
	 	78FNTPL
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRJOHRHU

	 	Life Claims-NW
	 	Compaq
	 	Deskpro EP/SB Series
	 	6015CW4PA212
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRJOYJUZ

	 	Clms-Group Life WC-Rainier
	 	Compaq
	 	Deskpro EP/SB Series
	 	6941CJN4K835
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRJUDYHA

	 	Group-Financial Reporting
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4N493
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRJULSIE

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4M158
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRKARSAQ

	 	Group-Underwriting
	 	Compaq
	 	Deskpro
	 	6914CD64A822
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.





			
	 	 	 
	Confidential Information — For internal use only
	 	Laptop & Desktop Inventory






21









Table of Contents




C.1 - Distributed Computing Hardware
Laptops &Desktops Inventory



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office / Branch	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Location (computer	 	Business	 	 	 	MFG Model (Name /	 	Comments	 	Comments	 	Comments	 	 
	name)	 	(department name)	 	MFG Make	 	Number)	 	(serial number)	 	(user name)	 	(user ID)	 	Office/City
	WILLGRKATCOU

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro EP/SB Series
	 	6005CJN4A091
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRKENLAC

	 	Group-Underwriting
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4N501
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRLILWIL

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro
	 	6915CD64A913
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRLISFOL

	 	Life Claims-NW
	 	Compaq
	 	Deskpro EP/SB Series
	 	6941CJN4K711
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRLOBLAC

	 	Group-Pol & UW Svcs
	 	Compaq
	 	Deskpro EP/SB Series
	 	6950CJN4K557
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRLORTHO

	 	Group-Audit
	 	IBM
	 	26474AU
	 	78FNTWV
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRLOUMEN

	 	Actu-Prod Dev-Group
	 	Compaq
	 	Deskpro
	 	6X19DYSZF0RD
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRMARBAC

	 	Group-Pol & UW Svcs
	 	Compaq
	 	Deskpro EP/SB Series
	 	6944CJN4K487
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRMARCWR

	 	Operations Management
	 	IBM
	 	26474AU
	 	78FNTLY
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRMARFAY

	 	Group-Financial Reporting
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4N483
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRMARLUC

	 	Group-Admin
	 	Compaq
	 	Deskpro
	 	6853BW85A986
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRMARSHI

	 	Group-Pol & UW Svcs
	 	Compaq
	 	Deskpro EP/SB Series
	 	6950CJN4L094
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRMEIWON

	 	Group-Admin
	 	Compaq
	 	Deskpro
	 	6851BW85B747
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRMELSMI

	 	Group-Operations
	 	Compaq
	 	Deskpro
	 	6851BW85B755
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRMINDHA

	 	Group-Accounting Services
	 	Compaq
	 	Deskpro
	 	6915CD64A474
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRNANTAY

	 	Life Claims-NW
	 	Compaq
	 	Deskpro
	 	6915CD64A477
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRNICHWA

	 	Group-Pol & UW Svcs
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4M478
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRPAMALL

	 	Group-Pol & UW Svcs
	 	IBM
	 	264746U
	 	78KBVT4
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRPAUDOW

	 	Clms-Group Life WC-Rainier
	 	Compaq
	 	Deskpro EP/SB Series
	 	6941CJN4L557
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRPHILBE

	 	Group-Underwriting
	 	Compaq
	 	Deskpro
	 	6915CD64C331
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRRAEOKE

	 	Policy Issue/Compliance
	 	Compaq
	 	Deskpro EP/SB Series
	 	6944CJN4K507
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRRAYBYR

	 	Clms-Group Life WC-Rainier
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4L148
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRROBKIL

	 	Actu-Prod Dev-Group
	 	Compaq
	 	Evo D500
	 	6X24JYFZ8061
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRROGEYU

	 	Group-Accounting Services
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4L864
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRRUTHOL

	 	Clms-Group Life WC-Rainier
	 	Compaq
	 	Deskpro EN Series
	 	6915CD64A619
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRRUYBAR

	 	Group-Financial Reporting
	 	Compaq
	 	Deskpro
	 	6125DYSZG433
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRSCOTAY

	 	Group-Management
	 	IBM
	 	26474AU
	 	78FNTWP
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRSHACAV

	 	Group-Pol & UW Svcs
	 	Compaq
	 	Deskpro
	 	6915CD64C677
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRSHARED

	 	Life Claims-NW
	 	Compaq
	 	Deskpro
	 	6915cd64a484
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRSUSAMA

	 	Group-Pol & UW Svcs
	 	Compaq
	 	Deskpro
	 	6915CD64A621
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRSUSGOE

	 	Group Systems
	 	Compaq
	 	Deskpro EN Series
	 	6915CD64C639
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRSUSTHO

	 	Case Management-Rainier
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4N409
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRTESMAT

	 	Group-Accounting Services
	 	Compaq
	 	Deskpro
	 	6848BW85B772
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRTHOSER

	 	Policy Issue/Compliance
	 	Compaq
	 	Deskpro EP/SB Series
	 	6949CJN4N442
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRTRABAG

	 	Clms-Group Life WC-Rainier
	 	Compaq
	 	Deskpro EN Series
	 	6915CD64C757
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRUSHCHO

	 	Clms-Group Life WC-Rainier
	 	Compaq
	 	Deskpro EP/SB Series
	 	6011DT63G163
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGRVANELL

	 	Group-Accounting Services
	 	Compaq
	 	Deskpro
	 	6915CD64A479
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGX24X7PC

	 	Group Systems
	 	Compaq
	 	Deskpro EP/SB Series
	 	6945CJN4M645
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGXBRIATK

	 	Income Annuities Systems
	 	Compaq
	 	Deskpro
	 	6X19DYSZF3SR
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGXDARAND

	 	Group Systems
	 	Compaq
	 	Deskpro
	 	6X19DYSZC06A
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGXDAVMCC

	 	Group Systems
	 	IBM
	 	26474AU
	 	78FNTLG
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGXDERNEP

	 	Symetra Quality Assurance
	 	Compaq
	 	Deskpro
	 	6847BW85E494
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGXJIMKUD

	 	Group Systems
	 	Compaq
	 	Deskpro
	 	6X19DYSZC0BM
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGXJOEBRI

	 	Group Systems
	 	Compaq
	 	Deskpro
	 	6X19DYSZL2ZD
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGXMIKETH

	 	Group Systems
	 	Compaq
	 	Deskpro
	 	6851BW85B748
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILLGXWILLHA

	 	Group Systems
	 	Compaq
	 	Deskpro
	 	6X18DYSZX02R
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILMUTFRASUY

	 	Sales & Marketing Systems
	 	IBM
	 	26474AU
	 	78FNPVB
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILMUTLINKNI

	 	Core Systems & Services
	 	Compaq
	 	DSDT
	 	6X1ADYSZ80AB
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG
	WILMUTSCAN01

	 	Mut Funds-Acct Svcs-HO
	 	Compaq
	 	Deskpro EN Series
	 	6926CD641665
	 	[***]
	 	[***]
	 	REDMOND-RAINIER BLDG






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.





			
	 	 	 
	Confidential Information — For internal use only
	 	Laptop & Desktop Inventory







22









Table of Contents





C.1 - Distributed Computing Hardware

Excess PC Inventory




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	assetSerialNumber	 	assetType	 	assetMake	 	assetModel	 	 	assetMonitorSize	 	 	assetLI	 	assetStatus
	632CB02EA057
	 	Monitor	 	Compaq	 	 	V70	 	 	 	17	 	 	Yes	 	Available
	6918CD64H842
	 	Desktop PC	 	Compaq	 	 	450	 	 	 	0	 	 	Yes	 	Available to Symetra
	6851BW85B969
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6851BW85C199
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6851BW85C292
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6851BW85D179
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6907BW85A919
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6907BW85C966
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6907BW85D045
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6910BW85A929
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6910BW85G351
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6911BW85A673
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6918CD64A716
	 	Desktop PC	 	Compaq	 	 	450	 	 	 	0	 	 	Yes	 	Available to Symetra
	6928CD640146
	 	Desktop PC	 	Compaq	 	 	450	 	 	 	0	 	 	Yes	 	Available to Symetra
	6949CJN4N828
	 	Desktop PC	 	Compaq	 	 	500	 	 	 	0	 	 	Yes	 	Available to Symetra
	6918CD64D568
	 	Desktop PC	 	Compaq	 	 	450	 	 	 	0	 	 	Yes	 	Available to Symetra
	6918CD64D841
	 	Desktop PC	 	Compaq	 	 	450	 	 	 	0	 	 	Yes	 	Available to Symetra
	6927CD642385
	 	Desktop PC	 	Compaq	 	 	450	 	 	 	0	 	 	Yes	 	Available to Symetra
	6926CD640910
	 	Desktop PC	 	Compaq	 	 	450	 	 	 	0	 	 	Yes	 	Available to Symetra
	6923CD64B049
	 	Desktop PC	 	Compaq	 	 	450	 	 	 	0	 	 	Yes	 	Available to Symetra
	6922CD64A127
	 	Desktop PC	 	Compaq	 	 	450	 	 	 	0	 	 	Yes	 	Available to Symetra
	6918CD64J058
	 	Desktop PC	 	Compaq	 	 	450	 	 	 	0	 	 	Yes	 	Available to Symetra
	6850BW85B387
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6012DT63D552
	 	Desktop PC	 	Compaq	 	 	500	 	 	 	0	 	 	Yes	 	Available to Symetra
	6851BW85B666
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6105DYSZH784
	 	Desktop PC	 	Compaq	 	 	733	 	 	 	0	 	 	Yes	 	Available to Symetra






Confidential Information — Form internal use only.





23









Table of Contents





C.1 - Distributed Computing Hardware

Excess PC Inventory




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	assetSerialNumber	 	assetType	 	assetMake	 	assetModel	 	 	assetMonitorSize	 	 	assetLI	 	assetStatus
	6032DYSZA278
	 	Desktop PC	 	Compaq	 	 	733	 	 	 	0	 	 	Yes	 	Available to Symetra
	6840BW85K278
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6840BZL2K909
	 	Desktop PC	 	Compaq	 	 	400	 	 	 	0	 	 	Yes	 	Available to Symetra
	6010DT63A023
	 	Desktop PC	 	Compaq	 	 	500	 	 	 	0	 	 	Yes	 	Available to Symetra
	6847BW85D875
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6850BW85A977
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6848BW85F660
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6848BW85E752
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6848BW85E522
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6848BW85B874
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6847BW85D703
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6847BW85D691
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6847BW85C678
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6846BW85A435
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6840CD64L314
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6848BW85D631
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	l
	 	Desktop PC	 	Compaq	 	 	1	 	 	 	0	 	 	Yes	 	Available to Symetra
	6929CD640444
	 	Desktop PC	 	Compaq	 	 	450	 	 	 	0	 	 	Yes	 	Available to Symetra
	6918BW85E315
	 	Desktop PC	 	Compaq	 	 	350	 	 	 	0	 	 	Yes	 	Available to Symetra
	6949CJN4N439
	 	Desktop PC	 	Compaq	 	 	500	 	 	 	0	 	 	Yes	 	Available to Symetra
	01-39974
	 	LAN Printer	 	IBM	 	Network Printer 17	 	 	0	 	 	Yes	 	Available to Symetra
	78-FNPTA
	 	Laptop	 	IBM	 	T21 Thinkpad	 	 	0	 	 	Yes	 	Available to Symetra
	929CF03TB528
	 	Monitor	 	Compaq	 	 	V700	 	 	 	17	 	 	Yes	 	Available to Symetra
	930CF03TB113
	 	Monitor	 	Compaq	 	 	V700	 	 	 	17	 	 	Yes	 	Available to Symetra
	652CB02EB088
	 	Monitor	 	Compaq	 	 	V70	 	 	 	17	 	 	Yes	 	Available to Symetra
	650CB03EA486
	 	Monitor	 	Compaq	 	 	V70	 	 	 	17	 	 	Yes	 	Available to Symetra






Confidential Information — Form internal use only.




24









Table of Contents





C.1 - Distributed Computing Hardware

Excess PC Inventory





	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	assetSerialNumber	 	assetType     	 	assetMake	 	assetModel	 	assetMonitorSize	 	 	assetLI	 	 	assetStatus
	634CB02EC199
	 	Monitor	 	Compaq	 	V70	 	 	17	 	 	Yes	 	Available to Symetra
	821CF03DB444
	 	Monitor	 	Compaq	 	V75	 	 	17	 	 	Yes	 	Available to Symetra
	33482035
	 	Monitor	 	Nanao	 	F2-17EX	 	 	17	 	 	Yes	 	Available to Symetra
	646CB03EC295
	 	Monitor	 	Compaq	 	V70	 	 	17	 	 	Yes	 	Available to Symetra
	729CB03ED013
	 	Monitor	 	Compaq	 	V70	 	 	17	 	 	Yes	 	Available to Symetra
	738CB03EE687
	 	Monitor	 	Compaq	 	V70	 	 	17	 	 	Yes	 	Available to Symetra
	736CB03EG930
	 	Monitor	 	Compaq	 	V70	 	 	17	 	 	Yes	 	Available to Symetra
	736CB03EG483
	 	Monitor	 	Compaq	 	V70	 	 	17	 	 	Yes	 	Available to Symetra
	736CB03EG475
	 	Monitor	 	Compaq	 	V70	 	 	17	 	 	Yes	 	Available to Symetra
	729CB03ED109
	 	Monitor	 	Compaq	 	V70	 	 	17	 	 	Yes	 	Available to Symetra
	B4191113-USM
	 	Monitor	 	Nanao	 	F2-17EX	 	 	17	 	 	Yes	 	Available to Symetra
	726CB03EC645
	 	Monitor	 	Compaq	 	V70	 	 	17	 	 	Yes	 	Available to Symetra
	721CB03EA458
	 	Monitor	 	Compaq	 	V70	 	 	17	 	 	Yes	 	Available to Symetra
	713CB03EF664
	 	Monitor	 	Compaq	 	V70	 	 	17	 	 	Yes	 	Available to Symetra
	6Z17042LA
	 	Monitor	 	NEC	 	FE750	 	 	17	 	 	Yes	 	Available to Symetra
	729CB03ED958
	 	Monitor	 	Compaq	 	V70	 	 	17	 	 	Yes	 	Available to Symetra
	850CF03DC441
	 	Monitor	 	Compaq	 	V75	 	 	17	 	 	Yes	 	Available to Symetra
	743GB02AC190
	 	Monitor	 	Compaq	 	V75	 	 	17	 	 	Yes	 	Available to Symetra
	8003156
	 	Monitor	 	 	 	 	 	 	17	 	 	Yes	 	Available to Symetra
	745CB03EN195
	 	Monitor	 	Compaq	 	V70	 	 	17	 	 	Yes	 	Available to Symetra
	745CB03EF591
	 	Monitor	 	Compaq	 	V70	 	 	17	 	 	Yes	 	Available to Symetra
	8137383
	 	Monitor	 	 	 	 	 	 	0	 	 	Yes	 	Available to Symetra
	6902BZL2A122
	 	Desktop PC	 	Compaq	 	400	 	 	0	 	 	Yes	 	Retroxboxed
	78RVTA5
	 	Laptop PC	 	IBM	 	600X Thinkpad	 	 	0	 	 	Yes	 	Retroxboxed
	6947BW85A063
	 	Desktop PC	 	Compaq	 	350	 	 	0	 	 	Yes	 	Unknown
	6934CD640174
	 	Desktop PC	 	Compaq	 	450	 	 	0	 	 	Yes	 	Unknown
	6004CJN4K070
	 	Desktop PC	 	Compaq	 	500	 	 	0	 	 	Yes	 	Unknown
	6851BW85A752
	 	Desktop PC	 	Compaq	 	350	 	 	0	 	 	Yes	 	Unknown
	6847BW85C681
	 	Desktop PC	 	Compaq	 	350	 	 	0	 	 	Yes	 	Unknown






Confidential Information — Form internal use only.




25









Table of Contents





C.1 — Distributed Computing Hardware

Excess PC Inventory




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	assetSerialNumber	 	assetType     	 	assetMake	 	assetModel	 	assetMonitorSize	 	 	assetLI	 	assetStatus
	Type 2647-46U S/N
78-KBZH1 09/00
	 	Laptop PC	 	IBM	 	T20 Thinkpad	 	 	0	 	 	Yes	 	Unknown
	934CF03TA903
	 	Monitor	 	Compaq	 	V700	 	 	17	 	 	Yes	 	Unknown
	847cf03dc601
	 	Monitor	 	Compaq	 	V70	 	 	17	 	 	Yes	 	Unknown
	743BG02AC190
	 	Monitor	 	Compaq	 	V75	 	 	17	 	 	Yes	 	Unknown
	G8E010761
	 	Monitor	 	Cornerstone	 	 	 	 	17	 	 	Yes	 	Unknown
	708CB03EE986
	 	Monitor	 	Compaq	 	V70	 	 	17	 	 	Yes	 	Unknown
	8920003XD
	 	Monitor	 	NEC	 	MultiSynch 900+	 	 	19	 	 	Yes	 	Unknown
	851CF03D115
	 	Monitor	 	Compaq	 	V70	 	 	17	 	 	Yes	 	Unknown
	830CF03DO752
	 	Monitor	 	Compaq	 	V75	 	 	17	 	 	Yes	 	Unknown






Confidential Information — Form internal use only.





26









Table of Contents





C.1 — Distributed Computing Hardware

Printer inventary




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	Firmware	 	 	 	 
	Queue	 	Location	 	Office/City	 	Group	 	Print Server	 	Model	 	Date	 	New IP Address	 	Serial Number
	OLYHRX01

	 	1Q5W

	 	Olympic/Redmond
	 	Transition Team
	 	psmrdcpr03
	 	HP LJ 1200
	 	 	 	[***]
	 	CNC4062405
	OLYINV11

	 	3E8SW

	 	Olympic/Redmond
	 	 	 	psmrdcpr04
	 	HP Color IJ 2000C
	 	 	 	[***]
	 	disconnected
	OLYLAA01

	 	3Q8S

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4000
	 	9/2/97
	 	[***]
	 	USEF051569
	OLYLAA03

	 	3P5N

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 2200
	 	1/5/99
	 	[***]
	 	USBGJ14590
	OLYLAA04

	 	3P5NE

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4
	 	8/20/93
	 	[***]
	 	JPH020733
	OLYLAA05

	 	3N5E

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 5
	 	12/30/98
	 	[***]
	 	USCC013591
	OLYLAA07

	 	3M11NW

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4P
	 	3/94
	 	[***]
	 	USCB154020
	OLYLAA08

	 	2Q13NE

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4 Plus
	 	 	 	[***]
	 	USFB236134
	OLYLAA09

	 	2Q11E 

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 8150
	 	8/30/00
	 	[***]
	 	USBD014722
	OLYLAA12

	 	3D8SW

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4000T
	 	9/2/97
	 	[***]
	 	USNC025655
	OLYLAA13

	 	3P5E

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4050
	 	12/30/98
	 	[***]
	 	USCC013591
	OLYLAA14

	 	3N12SE

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet IIID
	 	7/90
	 	[***]
	 	HJ07435
	OLYLAA16

	 	3N12SE

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 5
	 	12/96
	 	[***]
	 	USKB110253
	OLYLAA17

	 	3P7NW

	 	Olympic/Redmond
	 	 	 	psmrdcpr04
	 	IBM Ntwrk Prntr 17
	 	 	 	[***]
	 	01-39957
	OLYLAX01

	 	3Q8NE

	 	Olympic/Redmond
	 	 	 	psmrdcpr04
	 	Braille Prtr 2500C
	 	 	 	[***]	 	 
	OLYLCN01

	 	2N15NW

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 8150
	 	 	 	[***]
	 	JPBLL15574
	OLYLCN02

	 	2N15NW

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 8150
	 	8/30/2000
	 	[***]
	 	USBE010635
	OLYLCN03

	 	2Q15NE

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 5si
	 	12/20/96
	 	[***]
	 	USDK152777
	OLYLCN04

	 	2Q15S 

	 	Olympic/Redmond
	 	 	 	psmrdcpr04
	 	IBM Ntwrk Prntr 24
	 	 	 	[***]
	 	Moved or missing
	OLYLCN05

	 	1P15SE

	 	Olympic/Redmond
	 	 	 	psmrdcpr04
	 	IBM Ntwrk Prntr17
	 	 	 	[***]
	 	01-48426
	OLYLCN06

	 	2Q14SE

	 	Olympic/Redmond
	 	 	 	psmrdcpr04
	 	HP Deskjet 2500C
	 	 	 	[***]
	 	SG9BU130VN
	OLYLDC02

	 	1Q15E

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4050
	 	 	 	[***]
	 	USBB206767
	OLYLDD01

	 	3J5NW

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4000
	 	3/11/98
	 	[***]
	 	USMB208839
	OLYLEG01

	 	 	3	 	 	Olympic/Redmond
	 	 	 	psmrdcpr03
	 	HP LaserJet 4200
	 	 	 	[***]
	 	USBNL14685
	OLYLIN22

	 	2M5N

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4+
	 	 	 	[***]
	 	JPFL001915
	OLYLIN27

	 	2E7N 

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4050T
	 	10/30/99
	 	[***]
	 	USCC169494
	OLYLIN30

	 	3E8S 

	 	Olympic/Redmond
	 	 	 	psmrdcpr04
	 	HP DeskJet 840C
	 	 	 	[***]
	 	MX08O1W081KV
	OLYLIN31

	 	2C8E

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 2100
	 	1/5/99
	 	[***]
	 	USGZ046540
	OLYLIN33

	 	2G8SW

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4050T
	 	1/27/1999
	 	[***]
	 	USCC017859
	OLYLIN35

	 	2E7S

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4050
	 	10/30/1999
	 	[***]
	 	USBD003735
	OLYLIN36

	 	2E5NW

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4100
	 	12/6/2000
	 	[***]
	 	USBND06513
	OLYLIX01

	 	2P6S

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4Si
	 	Aug-93
	 	[***]
	 	USCB191204
	OLYLMD01

	 	2L5 

	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP Laserjet 4p
	 	12/25/95
	 	[***]
	 	S4601LD76F7
	OLYLMK01

	 	2E5NW

	 	Olympic/Redmond
	 	 	 	psmrdcpr04
	 	HP DeskJet 895C
	 	 	 	[***]
	 	MY97I1904NFB





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the Securities and
Exchange Commission.



Confidential
Information—For internal use only.




27









Table of Contents






C.1 — Distributed Computing Hardware

Printer inventary




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 	 	 	 	Firmware	 	 	 	 
	Queue	 	Location	 	Office/City	 	Group	 	Print Server	 	Model	 	Date	 	New IP Address	 	Serial Number
	OLYLMK09

	 	3B8W
	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP Color LJ 4500
	 	7/20/98
	 	[***]
	 	JPCD015547
	OLYLMK10

	 	3E5SW
	 	Olympic/Redmond
	 	 	 	psmrdcpr04
	 	HP DJ 895C
	 	 	 	[***]	 	 
	OLYLMK11

	 	3M8N
	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4050
	 	10/30/99
	 	[***]
	 	USBH012786
	OLYLML06

	 	3E7W
	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP Color LJ 4500
	 	7/20/98
	 	[***]
	 	JPCD008021
	OLYLML07

	 	3E6E
	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4050T
	 	3/9/99
	 	[***]
	 	USQL026305
	OLYLMX02

	 	3G5NW
	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP Laserjet 8000
	 	3/18/98
	 	[***]
	 	USCB002625
	OLYLPN01

	 	3Q8S
	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4050
	 	9/2/97
	 	[***]
	 	USCC024738
	OLYLPN02

	 	2Q11NE
	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4si
	 	 	 	[***]
	 	USGB536050
	OLYLPN03

	 	3P10SE
	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4si
	 	8/20/93
	 	[***]
	 	USFB357569
	OLYLPN04

	 	3M15NE
	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4si
	 	8/20/93
	 	[***]
	 	USFB357372
	OLYLPN06

	 	3Q6NE
	 	Olympic/Redmond
	 	 	 	psmrdcpr04
	 	Braille Printer
	 	 	 	[***]
	 	BP29811-111
	OLYLPN09

	 	2Q13NE
	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 5si
	 	4/1/96
	 	[***]
	 	AAXXYY9999
	OLYLPN10

	 	3M15NE
	 	Olympic/Redmond
	 	 	 	psmrdcpr04
	 	HP DeskJet 1600C
	 	11/5/96
	 	[***]
	 	USB8901815
	OLYLPN12

	 	3K7
	 	Olympic/Redmond
	 	 	 	psmrdcpr04
	 	HP Color IJ 1600C
	 	 	 	[***]
	 	USB7712439
	OLYLPN13

	 	2Q8N
	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4050T
	 	10/30/99
	 	[***]
	 	USCF005105
	OLYLPN14

	 	3M8N
	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4050
	 	10/30/99
	 	[***]
	 	USBH012616
	OLYLPN15

	 	3M14
	 	Olympic/Redmond
	 	Mutual funds
	 	psmrdcpr04
	 	IBM InfoPrint 32
	 	 	 	[***]
	 	C390H3566
	OLYLPN16

	 	3P10NW
	 	Olympic/Redmond
	 	 	 	psmrdcpr04
	 	IBM Ntwrk Prntr 17
	 	 	 	[***]
	 	01-09799
	OLYLPN17

	 	3K7
	 	Olympic/Redmond
	 	 	 	psmrdcpr04
	 	HP Color DJ 840c
	 	3/7/00
	 	[***]
	 	MX0371W0ZK
	OLYLPN18

	 	3Q11
	 	Olympic/Redmond
	 	 	 	psmrdcpr04
	 	Canon IR 3300
	 	 	 	[***]
	 	MPH36172
	OLYLSR05

	 	1M15W
	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4000
	 	9/2/97
	 	[***]
	 	USNC032481
	OLYLSR07

	 	2 ClsrmB
	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 5
	 	 	 	[***]
	 	USKC276524
	OLYLSR09

	 	1M15W
	 	Olympic/Redmond
	 	 	 	psmrdcpr04
	 	HP DeskJet 895C
	 	 	 	[***]
	 	MX88QSS1GJ
	OLYLSR10

	 	1M15W
	 	Olympic/Redmond
	 	 	 	psmrdcpr04
	 	DJ 750C Plotter
	 	 	 	[***]
	 	ESA9242672
	OLYLTD01

	 	2M13SW
	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP Laserjet 5
	 	12/25/1995
	 	[***]
	 	S4601LF4JGG
	OLYLTD02

	 	2 Lbry Mid
	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LJ 4000 PCL 6
	 	9/2/1997
	 	[***]
	 	USEF052384
	OLYLTP01

	 	1P15N
	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4si
	 	 	 	[***]
	 	USCB191732
	OLYLTS02

	 	2Q11E
	 	Olympic/Redmond
	 	 	 	psmrdcpr04
	 	IBM Ntwrk Prntr 17
	 	 	 	[***]
	 	01-17581
	OLYSYS02

	 	1Q14N
	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LaserJet 4000
	 	11/4/97
	 	[***]
	 	USEF097314
	OLYSYS03

	 	1M15S
	 	Olympic/Redmond
	 	 	 	psmrdcpr01
	 	HP LJ 4200DTN
	 	10/11/02
	 	[***]
	 	USBNM17762
	OLYTRTM01

	 	1Q8W
	 	Olympic/Redmond
	 	Transition Team
	 	psmrdcpr03
	 	HP LJ 2100
	 	1/5/1999
	 	[***]
	 	USGH195380
	RAIACT01

	 	02-B15-34
	 	Rainier/Redmond
	 	GrpAct
	 	psmrdcpr01
	 	HP lj 4050
	 	9/2/1997
	 	[***]
	 	USMB018325
	RAIACT02

	 	02-B15-34
	 	Rainier/Redmond
	 	Actuary
	 	psmrdcpr01
	 	HP lj 4050
	 	10/30/1999
	 	[***]
	 	USQX128743
	RAIADM01

	 	 	 	Rainier/Redmond
	 	Grp Admin
	 	psmrdcpr03
	 	HP LJ 2100
	 	5/1/1999
	 	[***]
	 	USCD059684





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the Securities and
Exchange Commission.



Confidential
Information—For internal use only.




28









Table of Contents








C.1— Distributed Computing Hardware

Printer inventary




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	Firmware	 	 	 	 
	Queue	 	Location	 	Office/City	 	Group	 	Print Server	 	Model	 	Date	 	New IP Address	 	Serial Number
	RAIAGE01

	 	01-C16-18
	 	Rainier/Redmond
	 	Agency services
	 	psmrdcpr01
	 	5si
	 	12/20/1996
	 	[***]
	 	USDK028895

	RAIAUD01

	 	02-E15-34
	 	Rainier/Redmond
	 	Audit
	 	psmrdcpr01
	 	HP lj 4050
	 	1/27/1999
	 	[***]
	 	USBC028393

	RAIBEN01

	 	02-G15-30
	 	Rainier/Redmond
	 	Exs Lss/ Benefits
	 	psmrdcpr01
	 	HP lj 4P
	 	Mar-94
	 	[***]
	 	JPFF023367

	RAIBEN02

	 	 	 	Rainier/Redmond
	 	Exs Lss/ Benefits
	 	psmrdcpr01
	 	HP 4100 pcl 6
	 	9/7/2001
	 	[***]
	 	USLNH01108

	RAIBEN04

	 	02-D13-35
	 	Rainier/Redmond
	 	Exs Lss/ Benefits
	 	psmrdcpr02
	 	hp lj 4050 pcl
	 	1/17/2002
	 	[***]
	 	USLND16996

	RAIISS02

	 	02-C12-10
	 	Rainier/Redmond
	 	Iss&Comliance
	 	psmrdcpr02
	 	HP LJ 4si
	 	3/9/1999
	 	[***]
	 	USBB157355

	RAIISS03

	 	02-F15-19
	 	Rainier/Redmond
	 	Iss&Comliance
	 	psmrdcpr02
	 	HP LJ 4100 pcl 6
	 	5/24/2001
	 	[***]
	 	USJNH02387

	RAIISS04

	 	02-F16-03
	 	Rainier/Redmond
	 	Iss&Comliance
	 	psmrdcpr02
	 	HP LJ 5si pcl 5e
	 	12/20/1996
	 	[***]
	 	USDK012870

	RAIISS05

	 	02-F15-03
	 	Rainier/Redmond
	 	Iss&Comliance
	 	psmrdcpr02
	 	HP LJ 5si
	 	12/20/1996
	 	[***]
	 	USDK012900

	RAIISS06

	 	02-F16-03
	 	Rainier/Redmond
	 	Iss&Comliance
	 	psmrdcpr02
	 	HP LJ 8000 pcl 5e
	 	9/10/1999
	 	[***]
	 	USHJ023108

	RAIISS07

	 	02-F15-03
	 	Rainier/Redmond
	 	Iss&Comliance
	 	psmrdcpr02
	 	HP LJ 9000hns
	 	7/18/2003
	 	[***]
	 	JPBLP03851

	RAIMAR01

	 	02-E13-20
	 	Rainier/Redmond
	 	Achiel’s 2nd prtr
	 	psmrdcpr04
	 	HP 2500 c
	 	 	 	[***]
	 	SG1818304D

	RAIMOR01

	 	01-D16-15
	 	Rainier/Redmond
	 	Mortgage Loan
	 	psmrdcpr01
	 	HP 4si
	 	6/1/1994
	 	[***]
	 	USHB724775

	RAIMUT01

	 	 	 	Rainier/Redmond
	 	Mutual funds
	 	psmrdcpr02
	 	HP 4 plus
	 	10/11/2002
	 	[***]
	 	CNBX415669

	RAIMUT02

	 	 	 	Rainier/Redmond
	 	Mutual funds
	 	psmrdcpr02
	 	HP LJ 5si
	 	2/3/1998
	 	[***]
	 	USCC020129

	RAIMUT03

	 	01-E13-20
	 	Rainier/Redmond
	 	Mutual funds
	 	psmrdcpr02
	 	HP LJ 8000 pcl 6
	 	9/10/1999
	 	[***]
	 	USGJ022028

	RAIMUT04

	 	 	 	Rainier/Redmond
	 	Mutual funds
	 	psmrdcpr02
	 	HP LJ 5SI
	 	12/20/1996
	 	[***]
	 	USDK143049

	RAIMUT05

	 	01-F14-27
	 	Rainier/Redmond
	 	Mutual funds
	 	psmrdcpr02
	 	HP LJ 8000
	 	10/12/1998
	 	[***]
	 	USDD024065

	RAIMUT06

	 	 	 	Rainier/Redmond
	 	Mutual funds
	 	psmrdcpr02
	 	HP lj 4050 pcl
	 	3/9/1999
	 	[***]
	 	USBB294789

	RAIMUT07

	 	01-G14-23
	 	Rainier/Redmond
	 	Mutual funds
	 	psmrdcpr02
	 	HP LJ 2200 pcl 6
	 	11/20/2000
	 	[***]
	 	USBGJ28405

	RAIMUT08

	 	01-F14-27
	 	Rainier/Redmond
	 	Mutual funds
	 	psmrdcpr02
	 	HP LJ 8150 pcl 6
	 	5/26/2001
	 	[***]
	 	JPBLL13077

	RAIMUT09

	 	 	 	Rainier/Redmond
	 	Mutual Funds
	 	psmrdcpr02
	 	HP LJ 2100
	 	1/5/1999
	 	[***]
	 	USGZ316917

	RAIMUT10

	 	 	 	Rainier/Redmond
	 	Mutual funds
	 	psmrdcpr02
	 	HP LJ 4050
	 	10/30/1999
	 	[***]
	 	USBD041303

	RAIOFF01

	 	 	 	Rainier/Redmond
	 	 	 	psmrdcpr01
	 	HP LJ 5si
	 	12/20/1996
	 	[***]
	 	USBK142417

	RAIOFF03

	 	 	 	Rainier/Redmond
	 	 	 	psmrdcpr01
	 	HP LJ 5si
	 	12/20/1996
	 	[***]
	 	USBK136084

	RAISIS01

	 	 	 	Rainier/Redmond
	 	SIS
	 	psmrdcpr01
	 	HP LJ 4si
	 	3/5/1999
	 	[***]
	 	USDG039243

	RAISIS02

	 	 	 	Rainier/Redmond
	 	SIS
	 	psmrdcpr01
	 	HP LJ 8000 pcl 6
	 	3/18/1998
	 	[***]
	 	USBB031279

	RAISIS03

	 	 	 	Rainier/Redmond
	 	SIS
	 	psmrdcpr01
	 	HP lj 4500 Color
	 	7/20/1998
	 	[***]
	 	JPHAB11712

	RAISYS01

	 	 	 	Rainier/Redmond
	 	Group Sys #1
	 	psmrdcpr01
	 	HP lj 4050 pcl 6
	 	3/9/1999
	 	[***]
	 	USBC033547

	RAISYS02

	 	 	 	Rainier/Redmond
	 	Group Sys #2
	 	psmrdcpr01
	 	HP LJ 4
	 	Nov-93
	 	[***]
	 	JPBH052219

	 

	 	 	 	 	 	 	 	Total HQ
	 	 	98	 	 	 	 	[***]	 	 	 	 
	SDGroupLife

	 	 	 	SCR/San Diego
	 	Group Life
	 	ftvlgrsdprt1
	 	HP LJ 4200 pcl 6
	 	 	 	[***]
	 	CNBX500042

	Lexmark Optra E312

	 	 	 	SCR/San Diego
	 	Group Life
	 	ftvlgrtraelb
	 	Lexmark Optra E312
	 	 	 	[***]
	 	3102400	 
	HP DJ 882C

	 	 	 	SCR/San Diego
	 	Group Life
	 	ftvlgrsuelee
	 	HP DJ 882C
	 	 	 	[***]
	 	CN94S1M126






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the Securities and
Exchange Commission.



Confidential
Information—For internal use only.




29









Table of Contents








C.1— Distributed Computing Hardware

Printer inventary




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 	 	 	 	Firmware	 	 	 	 
	Queue	 	Location	 	Office/City	 	Group	 	Print Server	 	Model	 	Date	 	New IP Address	 	Serial Number
	HP DJ 950C

	 	 	 	SCR/San Diego
	 	Group Life
	 	ftvlgrrobren
	 	HP DJ 950C
	 	 	 	[***]
	 	MY05I1FOYP
	HP LJ 1200 PCL 6

	 	 	 	SCR/San Diego
	 	Group Life
	 	ftvlgrrobrot2
	 	HP LJ 1200 PCL 6
	 	 	 	[***]
	 	CNBRF68690
	Canon BJC-250

	 	 	 	SCR/San Diego
	 	Group Life
	 	alvlgrkatvil
	 	Canon BJC-250
	 	 	 	[***]
	 	ENT26782
	HP LJ 4000 PCL

	 	 	 	SCR/San Diego
	 	Group Life
	 	ftvlgrcorwem
	 	HP LJ 4000 PCL
	 	 	 	[***]
	 	USMB03548
	HP LaserJet 4

	 	 	 	SCR/San Diego
	 	Group Life
	 	 	 	HP LJ 4
	 	 	 	 	 	JPBG073150
	Lexmark Optra E312

	 	 	 	SCR/San Diego
	 	Group Life
	 	 	 	Lexmark Optra E312
	 	 	 	 	 	1059182
	HP DJ 880C

	 	 	 	SCR/Aliso Viejo
	 	Group Life
	 	ftvlmllouber
	 	HP DJ 880C
	 	 	 	 	 	MY92D16268
	HP DJ 880C

	 	 	 	SCR/Aliso Viejo
	 	Group Life
	 	ftvlmlpetcam
	 	HP DJ 880C
	 	 	 	 	 	MY93I160HX
	HP DJ 710C

	 	 	 	SCR/Aliso Viejo
	 	Group Life
	 	ftvlmltuypha
	 	HP DJ 710C
	 	 	 	 	 	MY93D151WB
	CHILCO01

	 	10SE
	 	Hoffman Estates/IL
	 	Group
	 	psmchifs01
	 	HP LJ 5si
	 	7/11/1995
	 	[***]
	 	USBD039098
	CHIATS01

	 	10SE
	 	Hoffman Estates/IL
	 	Group
	 	psmchifs01
	 	HP LJ5
	 	1/15/1996
	 	[***]
	 	USKC156933
	SHAWEA

	 	 	 	Hoffman Estates
	 	Group Life
	 	 	 	LaserJet 1100
	 	 	 	 	 	USFG009823
	CHRHIG

	 	 	 	Hoffman Estates
	 	Group Sales
	 	 	 	LaserJet 2100
	 	 	 	 	 	USCD020502
	DAVDIE

	 	 	 	Hoffman Estates
	 	Group Sales
	 	 	 	DeskJet 840
	 	 	 	 	 	MY06R1C0P7
	CINLIPRINT1

	 	 	 	Bethel Park
	 	 	 	None/Shared PC

CINLIFPRINT1
	 	HP LaserJet 4Si
	 	 	 	None	 	 
	BOSLRM01

	 	 	 	Boston
	 	 	 	None/Shared PC

CINLIFPRINT1
	 	HP LaserJet 4 Plus
	 	 	 	None	 	 
	CINPRN14

	 	 	 	Cincinnati
	 	 	 	PSMCINFS01
	 	HP LaserJet 4050
	 	 	 	[***]
	 	USBB043263
	CONLIF01

	 	 	 	Conshohocken
	 	 	 	None/Shared PC

CINLIFPRINT1
	 	HP LaserJet 4 Plus
	 	 	 	None	 	 
	SWRLIF01

	 	 	 	South Windsor
	 	 	 	PSMHARFS01
	 	HP LaserJet 5
	 	 	 	[***]	 	 
	SWRLIF02

	 	 	 	South Windsor
	 	 	 	PSMHARFS01
	 	HP LaserJet 4000
	 	 	 	[***]	 	 
	SWRLIF03

	 	 	 	South Windsor
	 	 	 	PSMHARFS01
	 	HP LaserJet 4 Plus
	 	 	 	[***]	 	 
	SWRLIF05

	 	 	 	South Windsor
	 	 	 	PSMHARFS01
	 	IBM Network Printer 17
	 	 	 	[***]	 	 
	SWRLIF06

	 	 	 	South Windsor
	 	 	 	PSMHARFS01
	 	HP LaserJet 4
	 	 	 	[***]	 	 
	CLALIF01

	 	 	 	Clairmont/Atlanta
	 	SRMS (Safeco Risk

Mgmt Svcs)
	 	psmatlpr01
	 	HP LJ 4100
	 	20010907 01.019.1
	 	[***]
	 	USJNH28928
	ATLELC01

	 	 	 	Duluth/Atlanta
	 	EXCESS LOSS CLAIMS
	 	psmatlpr01
	 	HP LJ 4 Plus
	 	 	 	[***]
	 	USFC122734
	ATLELC02

	 	 	 	Duluth/Atlanta
	 	EXCESS LOSS CLAIMS
	 	psmatlpr01
	 	HP LJ 4 Plus
	 	 	 	[***]
	 	USFC294990
	MAIPRN01

	 	 	 	Miami/Florida
	 	Symetra IT Group

Printer
	 	psmmiafs01
	 	HP LaserJet 4
	 	 	 	[***]
	 	11-CWKH8
	MAIPRN02

	 	 	 	Miami/Florida
	 	Symetra Claims Grp

Printer
	 	psmmiafs01
	 	Lexmark Optra T616
	 	 	 	[***]
	 	41-Y3897
	MAIPRN03

	 	 	 	Miami/Florida
	 	Symetra

Underwriting Grp

Printer
	 	psmmiafs01
	 	HP LaserJet IIID
	 	 	 	[***]
	 	124646
	MAIPRN04

	 	 	 	Miami/Florida
	 	Symetra Mkt Sales

Grp
	 	psmmiafs01
	 	Lexmark Optra T616
	 	 	 	[***]
	 	41-Y3893
	MAIRPN05

	 	 	 	Miami/Florida
	 	Symetra U/W Mkt.
Grp Printer
	 	psmmiafs01
	 	Lexmark Optra T616
	 	 	 	[***]
	 	41-Y3896
	MAIRPN06

	 	BROKEN
	 	Miami/Florida
	 	Symetra BROKEN

PRINTER
	 	psmmiafs01
	 	LaserJet 8150 PCL6
	 	 	 	[***]
	 	JPBLM47667
	MAIPRN07

	 	 	 	Miami/Florida
	 	Symetra Case Mgmt

Printer
	 	psmmiafs01
	 	Lexmark Optra T616
	 	 	 	[***]
	 	41-AB039
	MAIPRN08

	 	 	 	Miami/Florida
	 	L & I

Marketing/Promotion
	 	psmmiafs01
	 	Color Laserjet 4600PCL 6
	 	 	 	[***]
	 	JPAKF11007






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the Securities and
Exchange Commission.



Confidential
Information—For internal use only.



30









Table of Contents





C.1— Distributed Computing Hardware

Printer inventary




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 	 	 	 	Firmware	 	 	 	 
	Queue	 	Location	 	Office/City	 	Group	 	Print Server	 	Model	 	Date	 	New IP Address	 	Serial Number
	KCXLIF01

	 	cube 269
	 	Overland Park
	 	Life
	 	PSMSTOFS01
	 	HP LaserJet 4600N
	 	 	 	 	 	JPRGD40484

	 

	 	Terry Rayoum
	 	St. Louis
	 	Life
	 	 	 	Deskjet 720c
	 	 	 	Not in use.	 	 	 	 
	N/A

	 	N/A
	 	NCR / PH
	 	MARKETING
	 	N/A
	 	Deskjet710C
	 	7/9/1998
	 	N/A
	 	MY879191HT

	N/A

	 	N/A
	 	Portland
	 	 	 	 	 	HP Laserjet 4
	 	 	 	N/A
	 	JPBH052218

	N/A

	 	N/A
	 	Portland
	 	 	 	 	 	HP Laserjet 4
	 	 	 	N/A
	 	USBC224480

	N/A

	 	N/A
	 	Portland
	 	 	 	 	 	HP Color DJ 840c
	 	 	 	N/A
	 	CN0871R074

	N/A

	 	N/A
	 	Portland
	 	 	 	 	 	HP Color DJ 840c
	 	 	 	N/A
	 	MX08V1Y0CQ

	N/A

	 	N/A
	 	Portland
	 	 	 	 	 	NEC Superscript 870
	 	 	 	N/A
	 	613628879C
	DALLIF01

	 	N
	 	 Dallas
	 	 	 	\\PSMDALFS01\DALLIF01
	 	HP8150
	 	R.22.09
	 	[***]
	 	JPBLM65111

	N/A

	 	D
	 	Dallas
	 	 	 	 	 	LEXMARK
	 	OPTRA E312L
	 	 	 	3032259
	N/A

	 	D
	 	Dallas
	 	 	 	 	 	LEXMARK
	 	OPTRA E312
	 	 	 	1059087
	N/A

	 	D
	 	Dallas
	 	 	 	 	 	HP
	 	LJ4
	 	 	 	USBC254643

	N/A

	 	D
	 	Dallas
	 	 	 	 	 	LEXMARK
	 	OPTRA E310
	 	 	 	136048
	2DEAST01

	 	2nd Floor
	 	            Indianapolis
	 	Life Sales
	 	psmindpr01
	 	HP LaserJet 4
	 	 	 	[***]
	 	JPBX008280

	 

	 	2nd Floor
	 	Indianapolis
	 	Life Sales (extra)
	 	 	 	HP Deskjet 810C
	 	 	 	 	 	MY94Q1B0W1

	 

	 	2nd Floor
	 	Indianapolis	 	Life Sales (antmen)
	 	 	 	HP Deskjet 840C	 	 	 	 	 	CN06F1P0V1
	 

	 	2nd Floor
	 	 Indianapolis
	 	Life Sales (johmon)
	 	 	 	HP Deskjet 840C
	 	 	 	 	 	MX0321V06Z

	 

	 	2nd Floor
	 	 Indianapolis
	 	Life Sales (marsim)
	 	 	 	HP Deskjet 810C
	 	 	 	 	 	MY96V122JM

	4EEAST01

	 	4th Floor
	 	Indianapolis
	 	Life Actuary/Systems
	 	psmindpr01
	 	HP Laserjet 4si
	 	 	 	[***]
	 	USDB330638

	 

	 	4th Floor
	 	 Indianapolis
	 	Life Act (loiwhi)
	 	 	 	HP Deskjet 880C
	 	 	 	 	 	MY93E110GT

	 

	 	4th Floor
	 	 Indianapolis
	 	Life Act (joymca)
	 	 	 	HP Deskjet 880C
	 	 	 	 	 	MY93E110H7

	 

	 	4th Floor
	 	 Indianapolis
	 	Life Act (debden)
	 	 	 	HP Deskjet 880C
	 	 	 	 	 	MY93E110FC

	 

	 	4th Floor
	 	 Indianapolis
	 	Life Act (extra)
	 	 	 	HP Deskjet 880C
	 	 	 	 	 	MY93E110FN

	n/a

	 	SRMS
	 	Indianapolis
	 	SRMS
	 	INDLGRPRINT1
	 	Lexmark Optra T616
	 	 	 	 	 	41-V0294
	n/a

	 	SRMS
	 	Indianapolis
	 	SRMS
	 	INDLGRPRINT1
	 	HP Laserjet 4050
	 	 	 	 	 	USBB229405

	HPColorL

	 	SRMS
	 	Indianapolis
	 	SRMS
	 	INDLGRPRINT1
	 	HP Laserjet 4600
	 	 	 	 	 	JPAKB08490

	 

	 	SRMS
	 	Indianapolis
	 	SRMS (jimsee)
	 	 	 	HP Deskjet 940C
	 	 	 	 	 	MY15F6B0TY

	 

	 	SRMS
	 	Indianapolis
	 	SRMS (physan)
	 	 	 	HP Laserjet 2100
	 	 	 	 	 	USCC015700

	 

	 	SRMS
	 	Indianapolis
	 	SRMS (pagile)
	 	 	 	HP Laserjet 1100
	 	 	 	 	 	USJC085052

	 

	 	SRMS
	 	Indianapolis
	 	SRMS (kimvan)
	 	 	 	Lexmark Optra E310
	 	 	 	 	 	0019021
	 

	 	SRMS
	 	Indianapolis
	 	SRMS (margre)
	 	 	 	Brother HL-1240
	 	 	 	 	 	U52581C0J289981
	 

	 	SRMS
	 	Indianapolis
	 	SRMS (jeengl)
	 	 	 	Lexmark E210
	 	 	 	 	 	1053734
	 

	 	SRMS
	 	Indianapolis
	 	SRMS (congib)
	 	 	 	HP Laserjet 4
	 	 	 	 	 	USTC017101

	 

	 	SRMS
	 	Indianapolis
	 	SRMS (chadug)
	 	 	 	HP Deskjet 940C
	 	 	 	 	 	MX1B36F0PP






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the Securities and
Exchange Commission.



Confidential
Information—For internal use only.




31









Table of Contents








C.1— Distributed Computing Hardware

Printer inventary




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 	 	 	 	Firmware	 	 	 	 	 
	Queue	 	Location	 	Office/City	 	Group	 	Print Server	 	Model	 	Date	 	New IP Address	 	Serial Number	 
	 
	 	 	 	 	 	 	 	Total Remote	 	71	 	 	 	 	 	 	 	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the Securities and
Exchange Commission.



Confidential
Information—For internal use only.





32









Table of Contents




C.2 — Distributed Computing Software



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Symetra Distributed	 	Help Desk	 	 	Core Image	 	 	 	 	 	 	Not	 	 	Bus.	 	 	 	 	 	 	 	 	 	 	Limited	 	 	 	 
	Applications	 	Supported	 	 	Applications	 	 	Standard	 	 	Supported	 	 	Needs Req.	 	 	License count	 	 	Site License	 	 	Quantity amount	 	 	Notes	 
	Office Suite Applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office 2003 (Access, Excel,
Outlook, Powerpoint, Word)
	 	 	x	 	 	 	x	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Spreadsheet Applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Lotus 123
	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Word Processing
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	WordPerfect 6.1
	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 
	Presentation Applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Harvard Instant Charts
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Desktop Publication Apps.
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Adobe Acrobat
	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 
	Adobe Reader 5.05
	 	 	x	 	 	 	x	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Frontpage
	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Publisher
	 	 	x	 	 	 	x	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Graphic Design applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Grabbit 2.5
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Local Database Applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	None
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Database Reporting Apps
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Crystal Reports
	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 
	Reports Facilitator
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Database Client
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	None
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Terminal Emulator Apps.
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	ProComm Plus
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 
	Terminal Server applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Citrix Client
	 	 	x	 	 	 	x	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Miscsoft RDP Terminal
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Service Client
	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	E-mail applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Exchange
	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	MailMarshal — scanning
	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	PDA applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Blackberry Desktop Software
v3.6 service pack 2
	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Calendar applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Outlook
	 	 	x	 	 	 	x	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Accounting applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	MFACT
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Microcash for Windows
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Finance applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Flexsoft
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	FundStation
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Quicken
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 
	Programming applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Remedy (Action Request)
	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Seaview
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Management Tool Apps
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	None
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	VPN applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Extranet Access Client
	 	 	x	 	 	 	x	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Contivity Client
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	AT$T Dialer
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Internet applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Internet Explorer 5.5 sp2
	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 






     Confidential Information—For internal use only.



1









Table of Contents





C.2 — Distributed Computing Software




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Symetra Distributed	 	Help Desk	 	 	Core Image	 	 	 	 	 	 	Not	 	 	Bus.	 	 	 	 	 	 	 	 	 	 	Limited	 	 	 	 
	Applications	 	Supported	 	 	Applications	 	 	Standard	 	 	Supported	 	 	Needs Req.	 	 	License count	 	 	Site License	 	 	Quantity amount	 	 	Notes	 
	Communication applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	CentreVue
	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Language Interpretation Services
	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Lanier (old NICE calls)
	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	NICE Universe
	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Phone 2PC Recording
	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Faxing applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Enterprise Fax Manager
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Fax Util
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	RightFax
	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	WinFax
	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 
	Flowcharting applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Visio
	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Visio Viewer
	 	 	x	 	 	 	x	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Contact Management Apps
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Bacon’s MediaSource
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Project Tracking Apps
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Project
	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Simply TIME (task manager)
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Virus applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Norton Anti-Virus
	 	 	x	 	 	 	x	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Print Utility applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	PrintNow!
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Scanning Software Apps
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	None
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Handicap Utility
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	None
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Video Conferencing Apps
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	None
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Security applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Cyber Gatekeeper Agent
	 	 	x	 	 	 	x	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	CyberArmor
	 	 	x	 	 	 	x	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	FAZAM 2000
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	PowerQuest
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 
	Sysmantic Antivirus 8.01
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Reference applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	NILS
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Operating Systems Apps
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Windows 2000 sp3
	 	 	x	 	 	 	x	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Undefined applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Ameritech White and Yellow Pages
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Catapult Training
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Chase Insight & Reporter
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 
	Desktop Submit
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	EFTPS for Windows 01.07.01
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	EOSI/CLAS (Library copyright)
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Extra! 6.71
	 	 	x	 	 	 	x	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	EZ2000
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 
	FlashPlayer 7.0.19.0
	 	 	x	 	 	 	x	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	ICW Required
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Iomega Tools
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Message Manager
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	MMCD
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	MSDN
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	PBS
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	DirectX 8.1
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 






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C.2 — Distributed Computing Software




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Symetra Distributed	 	Help Desk	 	 	Core Image	 	 	 	 	 	 	Not	 	 	Bus.	 	 	 	 	 	 	 	 	 	 	Limited	 	 	 	 
	Applications	 	Supported	 	 	Applications	 	 	Standard	 	 	Supported	 	 	Needs Req.	 	 	License count	 	 	Site License	 	 	Quantity amount	 	 	Notes	 
	Panagon Document Management
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	PCAnywhere
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	PGP Encryption
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	PowerSelect
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Qview4
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	RoboHelp Office 2000
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Skill Vantage
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Snag-It! (screen shot capture)
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Source OffSite 3.5.1
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Spencer CD
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 
	Trellis
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Unicenter
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	UVT
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Web IIS
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	WebTrends
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	WELL Concession Calculator
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Window’s MDAC 2.61 sp2
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Window’s Media Player 7.1
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Winrapid Teledex
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	WinZip 8.1
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 






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C.3 — Distributed Computing Desktop/Laptop Core Image




	 	 	 
	Application	 	Application
	Windows 2000 Professional

	 	Current Desktop OS
	 
	 	 
	Symantec Anti-Virus 8.01

	 	Anti-Virus Software
	 
	 	 
	MS GPResult

	 	Client Install allows for reporting for Group policies
	 
	 	 
	MSConfig (WINNT)

	 	An applet / tool provides local troubleshooting information to a TA.
	 
	 	 
	MS DirectX 9.0b

	 	DirectX is an advanced suite of multimedia application programming
interfaces (APIs) built into Windows 2000. DirectX provides a
standard development platform for Windows-based PCs by enabling
software developers to access specialized hardware features wi
	 
	 	 
	MS Windows Media Player 9.0

	 	Many organizations use the electronic medium for distributing study
and training material in audio and video format. Media Player
provides a consistent interface for these multimedia presentations.
	 
	 	 
	MS Internet Explorer 6.01 SP1

	 	Browser
	 
	 	 
	MS MDAC v2.7 SP1 Refresh

	 	Microsoft Data Access Components (MDAC) contains core Data Access
components such as the Microsoft SQL ServerTM OLE DB provider and
ODBC driver.
	 
	 	 
	WinZip 9.0

	 	WinZip provides a necessary tool for zipping and unzipping files
that need to be compressed for faster file transfer.
	 
	 	 
	Citrix Client v7.1

	 	A Citrix client allows the user to establish a Citrix session with
Citrix Metaframe or Terminal server.
	 
	 	 
	Adobe Reader v6.0

	 	Acrobat Reader allows anyone to open a portable document format
file (.pdf) across a broad range of hardware and software, and it
will look exactly as the author intended — with layout, fonts,
links, and images intact.
	 
	 	 
	MacroMedia FlashPlayer 7.0.19.0

	 	Flash Player is a web browser plugin that allows the viewer to play
multimedia content created with Macromedia Flash MX.
	 
	 	 
	FAZAM Client v3.0

	 	FAZAM is a trouble shooting tool that builds on Windows 2000 which
can be used to track the history of Group Policy Object (GPO)
changes, including who made the changes, from initial design to
retirement.
	 
	 	 
	Visio Viewer 2003

	 	The Microsoft Visio Viewer allows anyone to view Visio drawings,
diagrams, charts, and illustrations in a Web-based environment from
within Microsoft Internet Explorer.
	 
	 	 
	VPN Software

	 	For remote users to connect via the Virtual Private Network
	 
	 	 
	Extra! PC v6.71

	 	Attachmate’s Extra! Personal Client (EPC) 6.71 is the standard
terminal emulation software
	 
	 	 
	Office XP SP2

	 	Microsoft Office Suite
	 
	 	 
	Misc Updates
	 	 
	Desktop Customization
	 	 
	System Management
	 	 
	Power Management
	 	 
	Start Menu Configuration
	 	 
	MC Updater Tool Shortcut
	 	 
	Windows Explorer Configuration
	 	 
	.NET Framework
	 	 
	Windows Scripting Host
	 	 
	Security Patches
	 	 
	Microsoft Q Fixes
	 	 
	Verify Patch Installations

	 	Various updates and configuration changes are made to the standard operating system. Some of them fall into these general categories.





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Symetra Life Insurance Company (Symetra)

Schedule 2D — Data Network Services SOW




Schedule 2D




Data Network Services SOW




for




Symetra Life Insurance Company (Symetra)




October 28, 2004




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Symetra Life Insurance Company (Symetra)

Schedule 2D — Data Network Services SOW




TABLE OF CONTENTS




	 	 	 	 	 	 	 
	1.0
	 	Data Network Management Services Overview and Objectives	 	 	3	 
	 
	 	 	 	 	 	 
	 
	 	1.1                               Services Overview	 	 	3	 
	 
	 	 	 	 	 	 
	 
	 	1.2                               Service Objectives	 	 	3	 
	 
	 	 	 	 	 	 
	2.0
	 	Service Environment	 	 	3	 
	 
	 	 	 	 	 	 
	 
	 	2.1                               Scope of Services and Infrastructure to be Supported	 	 	3	 
	 
	 	 	 	 	 	 
	 
	 	2.2                               Work-In-Progress/Transition	 	 	4	 
	 
	 	 	 	 	 	 
	 
	 	2.3                               Future initiatives	 	 	4	 
	 
	 	 	 	 	 	 
	 
	 	2.4                               Baseline Information	 	 	4	 
	 
	 	 	 	 	 	 
	3.0
	 	Data Network Services Requirements	 	 	5	 
	 
	 	 	 	 	 	 
	 
	 	3.1                               Service Descriptions and Roles & Responsibilities	 	 	5	 
	 
	 	 	 	 	 	 
	 
	 	3.2                               Exclusions	 	 	11	 
	 
	 	 	 	 	 	 
	4.0
	 	Service Management	 	 	11	 
	 
	 	 	 	 	 	 
	 
	 	4.1                               Objectives	 	 	11	 
	 
	 	 	 	 	 	 
	 
	 	4.2                               Definitions	 	 	12	 
	 
	 	 	 	 	 	 
	 
	 	4.3                               Service Level Requirements (SLRs)	 	 	12	 
	 
	 	 	 	 	 	 
	 
	 	4.4                               Reports	 	 	16	 
	 
	 	 	 	 	 	 
	5.0
	 	Referenced SOW Appendices and SOW Schedules	 	 	17	 
	 
	 	 	 	 	 	 
	 
	 	5.1                               Referenced Help Desk SOW Appendices	 	 	17	 
	 
	 	 	 	 	 	 
	 
	 	5.2                               Referenced ITSA Schedules	 	 	17	 






List of Tables




	 	 	 	 	 	 	 
	Table 1.

	 	Data Network Baseline Projections
	 	 	5	 
	Table 2.

	 	General Roles and Responsibilities
	 	 	6	 
	Table 3.

	 	Engineering/Development Roles and Responsibilities
	 	 	7	 
	Table 4.

	 	Asset Acquisition and Network Service Provisioning Roles and Responsibilities
	 	 	7	 
	Table 5.

	 	Network Operations and Administration Roles and Responsibilities
	 	 	8	 





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Symetra Life Insurance Company (Symetra)

Schedule 2D — Data Network Services SOW





	 	 	 	 	 	 	 
	Table 6.

	 	Network Monitoring and Reporting Roles and Responsibilities
	 	 	9	 
	Table 7.

	 	Documentation Roles and Responsibilities
	 	 	9	 
	Table 8.

	 	Firewall Services Roles and Responsibilities
	 	 	10	 
	Table 9.

	 	Security Intrusion Detection Services Roles and Responsibilities
	 	 	10	 
	Table 10.

	 	Security Penetration Services Roles and Responsibilities
	 	 	11	 
	Table 11.

	 	Security Incident & Audit Management Roles and Responsibilities
	 	 	11	 
	Table 12.

	 	Network Availability SLRs
	 	 	12	 
	Table 13.

	 	Network Performance SLRs
	 	 	13	 
	Table 14.

	 	Network Administration Services SLRs
	 	 	14	 
	Table 15.

	 	Security Intrusion Detection SLRs
	 	 	15	 
	Table 16.

	 	Security Penetration Services SLRs
	 	 	16	 





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Symetra Life Insurance Company (Symetra)

Schedule 2D — Data Network Services SOW




1.0 Data Network Management Services Overview and Objectives




1.1 Services Overview



Network support Services are the services and activities, as detailed in the following Data
Network Services SOW, required to provide and support Symetra data network environment as described
in Section 2.0 below. ACS responsibilities include, but are not limited to, the provisioning,
management, administration and troubleshooting of the following data network Services:





	 	n	 	Wide-area Network (WAN)
	 
	 	n	 	Local-area Network (LAN)
	 
	 	n	 	Virtual Private Network (VPN)
	 
	 	n	 	Network Security




As depicted in Figure 1 below, in addition to the Service described in this Data Network Services
SOW, ACS is responsible for providing the Services described in Schedule 2A – Cross Functional
Services SOW. Figure 1 depicts the relationship between the Cross Functional Services SOW, and all
SOWs within the scope of the Agreement.




	 	 	 	 	 	 	 	 	 	 	 	 	 
	Cross Functional SOW
	Data	 	Distributed	 	Data	 	Voice	 	 	 	Output	 	Content
	Center	 	Computing	 	Network	 	Comm.	 	Help Desk	 	Processing	 	Management
	Services	 	Services	 	Services	 	Services	 	Services	 	Services	 	Services
	SOW	 	SOW	 	SOW	 	SOW	 	SOW	 	SOW	 	SOW
	 
	 	 
	 	 
	 	 
	 	 
	 	 
	 	 





Figure 1: Service Towers with Cross Functional View




1.2 Service Objectives



The following are the key high-level Service objectives Symetra expects to achieve through
outsourced data network management Services and this Data Network Services SOW:





	 	n	 	Provide a reliable, scalable and secure high-speed network infrastructure to
Symetra headquarters, remote offices and remote individual End Users, as required
	 
	 	n	 	Operate efficiently and effectively by running on a consolidated network
infrastructure and by simplifying network management, procurement and budgeting
	 
	 	n	 	Minimize administrative effort by engaging ACS to provide this management function
	 
	 	n	 	Achieve the SLRs specified in Section 4 of this Data Network Services SOW





2.0 Service Environment




2.1 Scope of Services and Infrastructure to be Supported




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Symetra Life Insurance Company (Symetra)

Schedule 2D — Data Network Services SOW




The following sub-sections and related Data Network Services SOW appendices describe and scope
the network environment to be supported/complied with. Service Environment descriptions and
appendices include listings of hardware and software, policies and procedures, licenses and
agreements, work-in-progress and future initiatives. Service Environment Appendices are to be
maintained and reviewed with Symetra by ACS and made available to Symetra on a quarterly basis.




2.1.1 Hardware and Software




     Intentionally Left Blank



2.1.1 Service Locations





	 	a.	 	A description and location of all Symetra facility and office locations
requiring Network Services is provided in Attachment B of the Agreement.





2.1.3 Personnel





	 	a.	 	ACS will be responsible for staffing skilled and appropriately certified
data network management staff to meet the SLRs set forth in this SOW. Currently,
Symetra Corporate provides Symetra data network Services as a shared service.





2.1.4 Policies, Procedures and Standards




     Intentionally Left Blank



2.1.5 Agreements and Licenses




     Intentionally Left Blank



2.2 Work-In-Progress/Transition




     Intentionally Left Blank



2.3 Future initiatives




     Intentionally Left Blank



2.4 Baseline Information



Symetra’s projected network usage is presented below. These business requirements represent
Symetra’s most realistic projection of the Service requirements as of the Effective Date based on a
combination of past trends and current anticipated overall business direction over the Term of the
Agreement.



These metrics, along with other data which may be pertinent for sizing the solution, are reflected
in Schedule 3 -Fees.



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Symetra Life Insurance Company (Symetra)

Schedule 2D — Data Network Services SOW




Table 1. Data Network Baseline Projections




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	System	 	2005	 	2006	 	2007	 	2008	 	2009	 	Comments
	Headquarters Users
	 	 	948	 	 	 	971	 	 	 	994	 	 	 	1018	 	 	 	1042	 	 	 
	Headquarters VIP Users
	 	 	59	 	 	 	59	 	 	 	59	 	 	 	59	 	 	 	59	 	 	 
	Remote Offices
	 	 	8	 	 	 	8	 	 	 	8	 	 	 	8	 	 	 	8	 	 	 
	Remote Office Users
	 	 	103	 	 	 	103	 	 	 	103	 	 	 	103	 	 	 	103	 	 	 
	Tele-workers
	 	 	138	 	 	 	138	 	 	 	138	 	 	 	138	 	 	 	138	 	 	 
	Routers
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	These items will be proposed by ACS
	DSCs/CSUs
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Firewalls
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Modems
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Frame Relay– Symetra
Locations
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Dedicated Internet Circuits
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Point-to-Point Circuits –
Symetra
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	ISDN
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Dial-up WD Modem Pool
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	VPN
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	IMACs per device/per year
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 






3.0 Data Network Services Requirements




3.1 Service Descriptions and Roles & Responsibilities



In addition to the Services, activities, and roles and responsibilities described in Schedule
2A — Cross Functional SOW, ACS is responsible for the following data network management Services,
activities and roles and responsibilities.




3.1.1 Data Network Services Requirements





	 	a.	 	Wide Area Network (WAN) Services
	 
	 	 	 	WAN services include the provision and monitoring and management of networks that
interconnect two or more separate facilities that span a geographic area larger than a
campus or metropolitan area. Transmission facilities include, but are not limited to,
point to point circuits, frame relay, dedicated Internet connections, broadband
(DSL/Cable Modem) Internet connections, Internet-based VPNs, and dial-up connections.
ACS shall work with public carriers and other Symetra circuit providers on behalf of
Symetra to ensure delivery of WAN services. Support of any Data Network
Services-related work required by designated carriers, to support the Symetra network,
is considered within the scope of Services.





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Symetra Life Insurance Company (Symetra)

Schedule 2D — Data Network Services SOW





	 	b.	 	Local Area Network (LAN) Services
	 
	 	 	 	LAN services include the provision and monitoring and management of networks that are
usually confined to a single facility or portion of a facility. LAN components include
Dynamic Host Control Protocol (DHCP)/Domain Name Server (DNS) and Wireless LANs
supporting all network traffic originating from desktop devices, local file and print
servers, application servers, database servers, peripherals, firewalls/routers, other
network devices and other user premise devices. This
service ends at, but does not include, the LAN attached device network card at the
desktop.
	 
	 	c.	 	Virtual Private Network (VPN) Services
	 
	 	 	 	VPN services include the provision and monitoring and management of methods for remote
End Users and business partners to securely connect to the Network and Data Center
Computing Services over the public Internet. This service includes dedicated
site-to-site VPN connectivity on a shared public IP network. It requires
industry-/Internet-based standards for security to create and preserve privacy, data
integrity, and authenticity. The VPN service must be highly scaleable. ACS shall
provide and support home user VPN software.
	 
	 	d.	 	IP Dial Services
	 
	 	 	 	IP Dial services include the provision and monitoring and management of a connection
methodology for remote End Users to securely connect to the Network and Data Center
Computing Services via dial-up connectivity.
	 
	 	e.	 	Network Security Services
	 
	 	 	 	Network security Services firewall include the provision and support of methods that
provide security to physical and logical devise connected to the network. Security
services include firewall, intrusion detection, penetration/vulnerability testing.
	 
	 	f.	 	Management Services
	 
	 	 	 	Management services include the provision and support of a suite of activities that
spans all aspects of system security and networking levels in terms of system and
component management and monitoring, information protection, component-addressing
methods, access control, and change control.





3.1.2 General Responsibilities



The following table identifies general roles and responsibilities associated with this SOW. An “X”
is placed in the column under the party that will be responsible for performing the task. ACS
responsibilities are indicated in the column labeled “ACS.”




Table 2. General Roles and Responsibilities




	 	 	 	 	 	 	 	 	 
	General Roles and Responsibilities	 	ACS	 	Symetra
	 
	1. Recommend WAN / LAN/ VPN / Firewall requirements based on industry
best practices
	 	 	X	 	 	 	 	 
	2. Review and approve requirements and for WAN/LAN/VPN/Firewall
Services
	 	 	 	 	 	 	X	 
	3. Review and approve services and standards for all Network Services
	 	 	 	 	 	 	X	 
	4. Perform business liaison function to Symetra operational units
	 	 	 	 	 	 	X	 
	5. Recommend Network capacity thresholds
	 	 	X	 	 	 	 	 





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Symetra Life Insurance Company (Symetra)

Schedule 2D — Data Network Services SOW





	 	 	 	 	 	 	 	 	 
	General Roles and Responsibilities	 	ACS	 	Symetra
	6. Approve Network capacity planning thresholds
	 	 	 	 	 	 	X	 
	7. Provide capacity and performance reports on a quarterly basis
	 	 	X	 	 	 	 	 
	8. Procure/Provision and maintain all Network components and circuits
	 	 	X	 	 	 	 	 
	9. Reporting performance against SLRs
	 	 	X	 	 	 	 	 






3.1.3 Design/Engineering



The following identifies the activities, roles and responsibilities associated with
engineering/development Services that are specific to this Schedule. Additional activities include:




Table 3. Engineering/Development Roles and Responsibilities




	 	 	 	 	 	 	 	 	 
	Engineering/Development Roles and Responsibilities	 	ACS	 	Symetra
	1. Develop Network design, engineering and security testing and
integration procedures that meet requirements and adhere to
defined policies
	 	 	X	 	 	 	 	 
	2. Approve Network design engineering, security testing and
integration procedures
	 	 	X	 	 	 	 	 
	3. Prepare Network design, engineering and security, plans and
schedules to support new and enhanced applications, architectures
and standards
	 	 	X	 	 	 	 	 
	4. Review and approve Network design, engineering and security
plans and schedules
	 	 	 	 	 	 	X	 
	5. Approve the scheduling of all changes to the Network
environment
	 	 	 	 	 	 	X	 
	6. Coordinate with Symetra and affiliated entities, and public
carriers, as required
	 	 	X	 	 	 	 	 






3.1.4 Asset Acquisition and Network Services Provisioning




ACS will perform asset acquisition and Network Services provisioning and associated with acquiring
network equipment and circuits. The following table identifies the underlying roles and
responsibilities associated with asset acquisition and Network Services provisioning activities.



Table 4. Asset Acquisition and Network Service Provisioning Roles and Responsibilities




	 	 	 	 	 	 	 	 	 
	Network Provisioning Roles and Responsibilities	 	ACS	 	Symetra
	1. Order and expedite WAN circuits, equipment and services as
defined by Symetra
	 	 	X	 	 	 	 	 
	2. Configure WAN/LAN (hardware, software) prior to installation
	 	 	X	 	 	 	 	 
	3. Document router configuration files and IP addressing schemas
	 	 	X	 	 	 	 	 
	7. Develop and document Network provisioning requirements and
policies
	 	 	X	 	 	 	 	 
	8. Approve Network provisioning requirements and policies
	 	 	 	 	 	 	X	 
	9. Provide capacity planning assistance to develop Network resource
requirements projections
	 	 	X	 	 	 	 	 
	10. Coordinate ordering, procurement and inventory management of
Network circuits from public carriers
	 	 	X	 	 	 	 	 





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Symetra Life Insurance Company (Symetra)

Schedule 2D — Data Network Services SOW





	 	 	 	 	 	 	 	 	 
	Network Provisioning Roles and Responsibilities	 	ACS	 	Symetra
	11. Manage the performance of public carriers (and other third
parties) to meet defined schedules, project plans, etc.
	 	 	X	 	 	 	 	 
	12. Ensure that all new circuits, devices and software provisioned
are included in configuration management documentation
	 	 	X	 	 	 	 	 






3.1.5 Network Operations and Administration




The following table identifies the activities, roles and responsibilities associated with Network
operations and administration that are specific to this Schedule.




	 	a.	 	Operations activities include:






	 	1.	 	Network systems management and troubleshooting (e.g. performance,
problem, change and capacity monitoring)
	 
	 	2.	 	Bandwidth management
	 
	 	3.	 	Protocol usage statistics (e.g. identify top talkers by protocol)
	 
	 	4.	 	Working with public carriers and other circuit providers to perform
any operations activities
	 
	 	5.	 	Managing and maintaining all Network Service computing resources
(e.g. hardware, operating system software and applications) that are required to
provide designated Services






	 	b.	 	Administration services include activities, such as:






	 	1.	 	Managing router configurations, firewalls, Internet Protocol (IP)
addresses and related services (e.g. DNS/DHCP)
	 
	 	2.	 	Asset management, including infrastructure software licenses
	 
	 	3.	 	Physical (e.g. equipment) and logical (e.g. IP address change)
IMACs





Table 5. Network Operations and Administration Roles and Responsibilities




	 	 	 	 	 	 	 	 	 
	Network Operations and Administration Roles and Responsibilities	 	ACS	 	Symetra
	1. Provide LAN/WAN connectivity contained in the service environment
	 	 	X	 	 	 	 	 
	2. Develop and document Network administration requirements and
policies
	 	 	X	 	 	 	 	 
	3. Develop and document procedures for administration that meet
requirements and adhere to Symetra defined policies and procedures
	 	 	X	 	 	 	 	 
	4. Approve administration policies and procedures
	 	 	 	 	 	 	X	 
	5. Perform day-to-day Network operations and administration activities
	 	 	X	 	 	 	 	 
	6. Manage all Network devices in accordance with Symetra’s policies
(including security oversight and change management policies)
	 	 	X	 	 	 	 	 
	7. Maintain IP addressing schemes, router configurations, routing
tables, VPN configurations, etc.
	 	 	X	 	 	 	 	 
	8. Manage End User accounts as needed for access and maintaining
Network resources (e.g. logon user-id and password maintenance)
	 	 	X	 	 	 	 	 
	9. Maintain and provide audit information including access, general
logs, application logs in accordance with Symetra’s security policies
	 	 	X	 	 	 	 	 





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Symetra Life Insurance Company (Symetra)

Schedule 2D — Data Network Services SOW





	 	 	 	 	 	 	 	 	 
	Network Operations and Administration Roles and Responsibilities	 	ACS	 	Symetra
	10. Ensure that Network administration activities are coordinated
through defined change management processes
	 	 	X	 	 	 	 	 






3.1.6 Network Monitoring and Reporting




The following table identifies the roles and responsibilities associated with Network monitoring
and reporting Services that are specific to this Schedule.



Table 6. Network Monitoring and Reporting Roles and Responsibilities




	 	 	 	 	 	 	 	 	 
	Network Monitoring and Reporting Roles and Responsibilities	 	ACS	 	Symetra
	1. Develop and document requirements and policies for Network
monitoring and problem management
	 	 	X	 	 	 	 	 
	2. Approve requirements and policies for Network monitoring and problem
management
	 	 	 	 	 	 	X	 
	3. Develop and document Network monitoring and problem management
procedures, including escalation thresholds, that meet requirements and
adhere to defined policies
	 	 	X	 	 	 	 	 
	4. Approve Network monitoring and problem management procedures
	 	 	 	 	 	 	X	 
	5. Provide and implement tools for monitoring Network devices and
traffic
	 	 	X	 	 	 	 	 
	6. Implement measures for proactive monitoring and self-healing
capabilities to limit Network outages
	 	 	X	 	 	 	 	 
	7. Monitor Network per SLRs
	 	 	X	 	 	 	 	 
	8. Identify Network problems and resolve in accordance Incident and
Problem Management Services, polices, procedures and SLRs
	 	 	X	 	 	 	 	 
	9. Provide on-site staff at Symetra facilities as required to perform
maintenance and problem resolution activities
	 	 	X	 	 	 	 	 






3.1.7 Documentation




The following are required document types that are specific to this Schedule.




	 	a.	 	Network system specifications and topologies (for example, router
configurations, firewall policies, routing diagrams/IP addressing tables,
hardware/software listings, etc.)
	 
	 	b.	 	Detailed circuit location information (e.g. circuit ID including LEC
access ID, location, speed)
	 
	 	c.	 	Detailed documentation showing all firewall policy, group, object, etc.
information
	 
	 	d.	 	“As-built” documentation for all Network devices (including firewalls)
that are deployed in development, test, QA, production or other technical
environments





The following table identifies the roles and responsibilities associated with documentation
activities that are specific to this Schedule.



Table 7. Documentation Roles and Responsibilities




	 	 	 	 	 	 	 	 	 
	Documentation Roles and Responsibilities	 	ACS	 	Symetra
	1. Recommend documentation requirements
	 	 	X	 	 	 	 	 




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Symetra Life Insurance Company (Symetra)

Schedule 2D — Data Network Services SOW





	 	 	 	 	 	 	 	 	 
	Documentation Roles and Responsibilities	 	ACS	 	Symetra
	2. Approve recommend documentation
requirements
	 	 	 	 	 	 	X	 
	3. Provide documentation as required by
Symetra
	 	 	X	 	 	 	 	 






3.1.8 Network Security Services




3.1.8.1 Firewall Management




ACS shall provide firewall management Services including firewall engineering and management and
access control list engineering and management in compliance with Symetra’s policies and standards.
The following table identifies roles and responsibilities associated with the firewall management
Services.



Table 8. Firewall Services Roles and Responsibilities




	 	 	 	 	 	 	 	 	 
	Security Firewall Services Roles and Responsibilities	 	ACS	 	Symetra
	1. Recommend best practice firewall policies
	 	 	X	 	 	 	 	 
	2. Develop Symetra specific firewall polices
	 	 	 	 	 	 	X	 
	3. Approve firewall polices
	 	 	 	 	 	 	X	 
	4. Provide Services in conformance to firewall policies
	 	 	X	 	 	 	 	 
	5. Perform firewall engineering and firewall security design
	 	 	X	 	 	 	 	 
	6. Assess firewall security and propose alternative security
designs
	 	 	X	 	 	 	 	 
	7. Review and approve firewall security designs
	 	 	 	 	 	 	X	 
	8. Maintain Access Control Lists (ACL) in accordance with Policies
	 	 	X	 	 	 	 	 
	9. Review and approve firewall ACL policies
	 	 	 	 	 	 	X	 
	10. Develop recommendations for improved security
	 	 	X	 	 	 	 	 
	11. Review and approve recommendations for improved security
	 	 	 	 	 	 	X	 






3.1.8.2 Security Intrusion Detection Services




ACS shall provide both NIDS (Network-based Intrusion Detection Service) and HIDS (Host-based
Intrusion Detection Service). The following table identifies the roles and responsibilities
associated with the Intrusion Detection Services.



Table 9. Security Intrusion Detection Services Roles and Responsibilities




	 	 	 	 	 	 	 	 	 
	Security Intrusion Detection Services Roles and Responsibilities	 	ACS	 	Symetra
	1. Develop policies and standards for intrusion detection
	 	 	X	 	 	 	 	 
	2. Approve policies and standards for intrusion detection
	 	 	 	 	 	 	X	 
	3. Provide Intrusion Detection Services and reporting
	 	 	X	 	 	 	 	 
	4. Allow for independent Intrusion Detection Services
	 	 	X	 	 	 	 	 
	5. Develop recommendations for improved security
	 	 	X	 	 	 	 	 
	6. Review and approve recommendations for improved security
	 	 	 	 	 	 	X	 
	7. Implement approved recommendations
	 	 	X	 	 	 	 	 





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Symetra Life Insurance Company (Symetra)

Schedule 2D — Data Network Services SOW




3.1.8.3 Security Vulnerability & Penetration Services




ACS shall test the susceptibility of Symetra’s Network hosts to a specific attack or suite of
attacks targeting all Symetra Internet address space as well as all Symetra Intranet address space
using automated and custom methods. The following table identifies the roles and responsibilities
associated with the security penetration Services.



Table 10. Security Penetration Services Roles and Responsibilities




	 	 	 	 	 	 	 	 	 
	Security Penetration Services Roles and Responsibilities	 	ACS	 	Symetra
	1. Develop policies for security vulnerability & penetration
testing
	 	 	X	 	 	 	 	 
	2. Approve policies for security vulnerability & penetration
testing
	 	 	 	 	 	 	X	 
	3. Conduct security vulnerability scans & penetration testing
	 	 	X	 	 	 	 	 
	4. Allow for independent vulnerability & penetration Services
	 	 	X	 	 	 	 	 
	5. Provide reporting on testing results
	 	 	X	 	 	 	 	 
	6. Develop recommendations for improved security
	 	 	X	 	 	 	 	 
	7. Review and approve recommendations for improved security
	 	 	 	 	 	 	X	 
	8. Implement approved recommendations
	 	 	X	 	 	 	 	 






3.1.8.4 Security Incident & Audit Management Services




The following table identifies the roles and responsibilities associated with security incident
management Services.



Table 11. Security Incident & Audit Management Roles and Responsibilities




	 	 	 	 	 	 	 	 	 
	Incident Management Services Roles and Responsibilities	 	ACS	 	Symetra
	1. Provide initial review (level 1) of security incidents and the
determination if escalation to Symetra Information Security (level 2, 3
support) is warranted
	 	 	X	 	 	 	 	 
	2. Identify and removal from the network of any PC virus/worm infected
system
	 	 	X	 	 	 	 	 
	3. Identify and provide countermeasures for virus / worm attacks
	 	 	X	 	 	 	 	 
	4. Establish security audit policies
	 	 	 	 	 	 	X	 
	5. Provide technical expertise for security audits
	 	 	X	 	 	 	 	 
	6. Collect and review all incidents reported by all other security
Services (e.g. NIDS, HIDS, penetration testing, firewall).
	 	 	X	 	 	 	 	 
	7. Maintain log files in accordance with Symetra policies and Service
levels
	 	 	X	 	 	 	 	 
	8. Provide security reporting
	 	 	X	 	 	 	 	 






3.2 Exclusions




The following items are specifically excluded from this statement of work:




     a. None



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Symetra Life Insurance Company (Symetra)

Schedule 2D — Data Network Services SOW




4.0 Service Management




4.1 Objectives




A key objective of the Agreement is to attain the SLRs. SLAs and Project-specific SLAs are
specified with Fee Reductions where business is impacted through failure to meet significant
mission critical systems or services, or project milestones or objectives warrants a reduction in
Fees paid when Service performance requirements are not met. SLRs are detailed in the following
sections of this Schedule and SLAs are detailed in Schedule 5  — Fee Reductions.



ACS shall provide written reports to Symetra regarding ACS’s compliance with the SLRs specified in
this SOW Schedule.



4.2 Definitions




The following defined terms shall apply to this SOW and the following SLRs:



Availability –The percentage of scheduled time the Service is fully operational. Availability
represents a measure of the fraction of time during a defined period when the Service provided is
deemed to be as good or better than the defined requirement.



Availability = 100% - Unavailability (%)



Where Unavailability is defined as:



S outage duration x 100



(Schedule Time – planned outage)




IMAC – Installations, Moves, Adds, Changes — General term for the routine work performed on
equipment and services including installations, relocations and upgrades.



Network Transit Delay – Round trip transit delay from ingress and egress ports on premise devises.



Maximum Outage Per Link—The greatest allowable time that a network Service is unavailable.



Network—The network is comprised of the Local Area Network, Wide Area Network and VPN.



4.3 Service Level Requirements (SLRs)




ACS shall meet the following SLRs commencing on the Handover Date (unless another date is
expressly set forth in a particular SLR) that is applicable to Network Services. SLRs associated
with Fee Reductions are detailed in Schedule 5  — Fee Reductions. All times referenced are in
Pacific Standard Time.



Table 12. Network Availability SLRs




	 	 	 
	Definition

	 	Network Availability is
defined as the time during which
the network is fully functioning
as specified below and normal
business operations can be carried
out with no data loss, downtime,
or performance degradation on
primary path.
	 
	 	 
	 

	 	Performance criteria for the wide
area network and virtual private
network are to be measured on an
end-to-end basis. End-to-end
shall mean site-to-site or from a
premises access device (e.g.
router) across the local,
regional, and core networks to
another access device.




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Symetra Life Insurance Company (Symetra)

Schedule 2D — Data Network Services SOW





	 	 	 
	Pre-scheduled downtime 

requirements

	 	All pre-scheduled maintenance
shall be performed between the
period beginning Sunday 0830 to
2030






	 	 	 	 	 	 	 
	Network Availability SLRs
	Service Type	 	Service Measure	 	Performance Target	 	SLR
	End-to End Availability
- Critical Locations
(Symetra headquarters
and ACS data center)
(Fee Reduction is
triggered after 180
minutes of aggregate
downtime achieved within
a Contract Year; SLA
measurement begins
immediately following
completion of the
network)

	 	Availability
	 	Sun-Sat, 0000-2400
	 	[***]%
	Remote office
Availability

	 	Availability
	 	Sun-Sat, 0000-2400
	 	[***]%
	Tele-workers Availability

	 	Availability
	 	Sun-Sat, 0000-2400
	 	[***]%
	Internet access
Availability

	 	Availability
	 	Sun-Sat, 0000-2400
	 	[***]%
	LAN locations

	 	Availability
	 	Sun-Sat, 0000-2400
	 	[***]%
	 
	 	 	 	 	 	 
	 	 	Formula	 	Availability(%) = 100% - Unavailability (%)
Where Unavailability is defined as:


(S Outage Duration x 100%)
 ̧ (Schedule Time – Planned
Outage)
	 	 	Measurement Interval	 	Capture daily, measure monthly, report monthly

within approved operational windows
	 	 	Measurement Tool	 	To be agreed by the Parties






Table 13. Network Performance SLRs




	 	 	 
	Definition

	 	Network performance includes the ability of
the network components to deliver data timely and
accurately.
	 
	 	 
	 

	 	All performance criteria are to be measured on a
per circuit and component basis– criteria is not
to be aggregated and averaged for all circuits
and network components. Maximum packet size is
128 bytes.






Portions marked [***] have been omitted pursuant to a Confidential
Treatment Request by Symetra Financial Corp., this information has been filed
separately with the Securities and Exchange Commission.



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Symetra Life Insurance Company (Symetra)

Schedule 2D — Data Network Services SOW





	 	 	 	 	 	 	 	 	 
	Network Performance SLRs
	Performance Type	 	 	 	 	 	 
	Per Circuit	 	Service Measure	 	Performance Target	 	SLR
	Frame Delivery Ratio
(SLA/SLR
measurement and
performance Target
adjustment period
of 60 calendar
days after the
applicable Handover
Date)

	 	Successful frame
transmission of frame
relay frame between
any remote site and
NWSC; measured daily,
reported monthly
(subject to ability of
carrier to report
these statistics.
	 	 	99.9	%	 	[***]%

(data loss £ [***]%)
	 
	 	 	 	 	 	 	 	 
	 

	 	Formula – Transit Delay
	 	NTD = t2 – t1
	 	 
	 

	 	 	 	Where:
	 	 
	 	 	 	 	t1 is the time when a packet leaves the ingress
premise, and
	 	 	 	 	t2 is the times when the packet arrives at the egress
premise
	 	 	Formula – Frame

Delivery	 	Packet Delivery Ratio = 1 minus PDR

Where: “PDR” = Packets delivered/ packets sent.
	 
	 	 	 	 	 	 	 	 
	 	 	Measurement Interval	 	Capture daily,
measure monthly, report monthly within

approved operational windows
	 	 	Measurement Tool	 	To be agreed by the Parties






Table 14. Network Administration Services SLRs




	 	 	 
	Definition

	 	Routers and circuits to be managed
proactively using either product-specific or
proprietary Network monitoring and management
tools. Measurement for these network components
is 24x7x365 requirement. Pre-scheduled
maintenance shall be preformed according to the
published maintenance window schedule, with the
ability to reschedule based on Network
Availability requirements from the various
Symetra groups or clients.






	 	 	 	 	 	 	 
	Network Administration Services SLRs
	Administration Task	 	Service Measure	 	Performance Target	 	SLR
	Network Service
capacity
reallocation or
change per change
management process

	 	Proactive monitoring and preemptive intervention
to advise Symetra of need to increase capacity.
	 	15 day sustained
avg. daily
utilization reaches
60% of installed
capacity
	 	[***]%
	IMAC– Implement
service packs and
updates to “dot”
releases per change
management process

	 	Overall schedule
	 	Mon–Sat,

0700–1800
	 	<[***] hours

or per Symetra agreed

schedule

[***]%






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the Securities
and Exchange Commission.



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Symetra Life Insurance Company (Symetra)

Schedule 2D — Data Network Services SOW





	 	 	 	 	 	 	 
	Network Administration Services SLRs
	Administration Task	 	Service Measure	 	Performance Target	 	SLR
	IMAC—Implement
version or major
release updates

	 	Overall schedule
	 	Mon–Sat,

0700–1800
	 	<[***] hours

or per Symetra agreed

schedule

[***]%
	IMAC—service
addition or change
as scheduled per
change management
process

	 	Elapsed time
	 	Increases of
installed capacity
within 2 months

Decreases of
installed capacity
within 6 months
	 	[***]%
	Adding/deleting VPN
user accounts

	 	Response time
	 	Mon–Fri,
0700–2000 within 30 minutes of notification
	 	[***]%
	Firewall Management

Implementation of firewall changes
related to changing,
adding/deleting firewall rules.

	 	Response time
	 	Emergencies: £ 2 hours

Standard Requests: within normal change control
parameters after submission by Symetra
	 	[***]%
	 	 	Formula	 	Transactions completed within performance Target / total

transactions
	 	 	Measurement Interval	 	Capture daily, measure monthly, report monthly

within approved operational windows
	 	 	Measurement Tool	 	To be agreed by the Parties






Table 15. Security Intrusion Detection SLRs




	 	 	 
	Definition

	 	Network traffic to/from designated systems
is monitored for current attack signatures and is
retained for 3 days. Measurement for this
Service is 7x24x365 requirement. Pre-scheduled
maintenance shall be preformed between the period
beginning Sunday 0100 to 0700.






	 	 	 	 	 	 	 	 	 
	Security Intrusion Detection SLRs
	Management Task	 	Service Measure	 	Performance Target	 	SLR
	NIDS – review all
positive priority 1
and priority 2
alerts and notify
Symetra by E-mail
(Per prioritized
alert schedule to
be agreed between
ACS and Symetra

	 	Elapsed time from
receipt of
notification
(SLA/SLR
measurement and
performance target
adjustment period
of 120 days after
production
deployment date)
	 	<15 minutes
	 	 	[***] 	%






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange Commission.



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Symetra Life Insurance Company (Symetra)

Schedule 2D — Data Network Services SOW




	 	 	 	 	 	 	 
	Security Intrusion Detection SLRs
	Management Task	 	Service Measure	 	Performance Target	 	SLR
	 	 	Formula	 	Performance = Transactions completed per management

task within performance Target / total transactions per

management task occurring during the Measurement

Interval
	 	 	Measurement Interval	 	Capture daily, measure monthly, report monthly within

approved operational windows
	 	 	Measurement Tool	 	    Mutually agreed intrusion detection
     testing tools






Table 16. Security Penetration Services SLRs




	 	 	 
	Definition

	 	Entire Networks are tested to determine the
susceptibility of their hosts to current attacks.
Measurement for this Service is Mon-Fri, during
business hours, for Intranet testing. Whereas
Internet penetration testing occurs outside of
business hours [1700 – 0700] and where
appropriate, running continuously over the
weekend. Pre-scheduled maintenance shall be
preformed during periods of Service inactivity.






	 	 	 	 	 	 	 
	Security Vulnerability & Penetration Services SLRs
	Management Task	 	Service Measure	 	Performance Target	 	SLR
	Penetration testing
– response to
positive
penetration test
results that match
defined penetration
profile
(SLA/SLR will take
effect ninety (90)
calendar days
following the final
Handover Date for
all Services)

	 	Defined penetration
profile.
	 	Five (5) Business Days
	 	[***]%
	 	 	Formula	 	Response time required to address positive
penetration testing results based on established
penetration profiles
	 	 	Measurement Interval	 	Capture daily, measure monthly, report monthly

within approved operational windows
	 	 	Measurement Tool	 	Mutually agreed penetration testing tools






4.4 Reports




Without limiting the terms of Section 2.11.1 of the Agreement, ACS will provide written
reports to Symetra regarding ACS’ compliance with the SLRs and other Network activity reports
specified in this Date Network Services SOW:



Portions marked [***] have been omitted pursuant to a Confidential Treatment
Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.



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Symetra Life Insurance Company (Symetra)

Schedule 2D — Data Network Services SOW




5.0 Referenced SOW Appendices and SOW Schedules




5.1 Referenced Data Network Services SOW Appendices




Not applicable.



5.2 Referenced ITSA Schedules




	 	 	 
	ITSA Schedule	 	Description
	Schedule 2A

	 	Cross Functional Services SOW
	Schedule 3

	 	Fees
	Schedule 5

	 	Fee Reductions





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Symetra Life Insurance Company (Symetra)

Schedule 2E—Voice Communications Services SOW




Schedule 2E




Voice Communications Services SOW




for




Symetra Life Insurance Company (Symetra) 



October 28, 2004









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Symetra Life Insurance Company (Symetra)

Schedule 2E—Voice Communications Services SOW



TABLE OF CONTENTS




	 	 	 	 	 
	1.0 Voice Communications Overview and Service Objectives
	 	 	3	 
	1.1 Voice Communications Services Overview
	 	 	3	 
	1.2 Service Objectives
	 	 	3	 
	2.0 Service Environment
	 	 	4	 
	2.1 Scope of the Infrastructure to be Supported
	 	 	4	 
	2.2 Work-In-Progress
	 	 	4	 
	2.3 Future initiatives
	 	 	5	 
	2.4 Voice Communications Baseline Information
	 	 	5	 
	3.0 Voice Communications Services Requirements
	 	 	6	 
	3.1 Service Descriptions and Roles & Responsibilities
	 	 	6	 
	3.2 Exclusions
	 	 	10	 
	4.0 Service Management
	 	 	10	 
	4.1 Objectives
	 	 	10	 
	4.2 Definitions
	 	 	10	 
	4.3 Service Level Requirements (SLRs)
	 	 	11	 
	4.4 Reports
	 	 	12	 
	5.0 Referenced SOW Appendices and SOW Schedules
	 	 	12	 
	5.1 Referenced Voice Communications SOW Appendices
	 	 	12	 
	5.2 Referenced ITSA Schedules
	 	 	12	 






List of Tables




	 	 	 	 	 
	Table 1. Voice Communications Inbound and Outbound Baseline Projections
	 	 	5	 
	Table 2. General Roles and Responsibilities
	 	 	6	 
	Table 3. Desk Phone Service Roles and Responsibilities
	 	 	7	 
	Table 4. Voice Network Services Roles and Responsibilities
	 	 	7	 
	Table 5. Unified Messaging Roles and Responsibilities
	 	 	8	 









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Symetra Life Insurance Company (Symetra)

Schedule 2E—Voice Communications Services SOW




	 	 	 	 	 
	Table 6. Directory Services Roles and Responsibilities
	 	 	8	 
	Table 7. Conferencing Services Roles and Responsibilities
	 	 	9	 
	Table 8. Contact Center Service Roles and Responsibilities
	 	 	9	 
	Table 9. Operations and Administration Roles and Responsibilities
	 	 	9	 
	Table 10. Voice Communications Service Availability SLRs
	 	 	11	 
	Table 11. Service Responsiveness SLRs
	 	 	11	 









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Symetra Life Insurance Company (Symetra)

Schedule 2E—Voice Communications Services SOW



1.0 Voice Communications Overview and Service Objectives




1.1 Voice Communications Services Overview



Voice communications Services are the services and activities, as detailed in this Voice
Communications Services SOW, required to provide and support Symetra with a number of voice
communication Services. ACS is responsible for full provision, operation and management of current
and emerging voice communications including, but not limited to, the following Services:





	 	n	 	Desk phone
	 
	 	n	 	Local service (dial tone)
	 
	 	n	 	Wireless services (e.g. cell phone, Blackberry service connectivity)
	 
	 	n	 	Long distance
	 
	 	n	 	Unified messaging
	 
	 	n	 	Calling cards
	 
	 	n	 	Inbound toll-free service
	 
	 	n	 	Caller recording and indexing
	 
	 	n	 	Audio and web conferencing
	 
	 	n	 	Contact center services, including:






	 	–	 	Interactive voice response (IVR)
	 
	 	–	 	Automated call distribution (ACD)
	 
	 	–	 	Interpretive voice services




As depicted in Figure 1 below, in addition to the Services described in this Voice Communications
Services SOW, ACS is responsible for providing the Services described in Schedule 2A – Cross
Functional Services SOW. Figure 1 depicts the relationship between the Cross Functional Services
SOW, and all SOWs within the scope of the Agreement as of the Effective Date.




Cross Functional SOW




	 	 	 	 	 	 	 	 	 	 	 	 	 
	Data

	 	Distributed
	 	Data
	 	 	 	Help
	 	Output
	 	Content
	Center
	 	Computing
	 	Network
	 	Voice
	 	Desk
	 	Processing
	 	Management
	Services
	 	Services
	 	Services
	 	Communications
	 	Services
	 	Services
	 	Services
	SOW
	 	SOW
	 	SOW
	 	Services SOW
	 	SOW
	 	SOW
	 	SOW






Figure 1: Service Towers with Cross Functional View




1.2 Service Objectives



The following are the key high-level Service objectives Symetra expects to achieve through
outsourced voice communications Services and this Voice Communications Services SOW:







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Symetra Life Insurance Company (Symetra)

Schedule 2E—Voice Communications Services SOW







	 	n	 	Meet Symetra business needs for highly available, scalable, reliable, and secure
voice communications Services
	 
	 	n	 	Acquire services with availability guarantees backed by SLAs
	 
	 	n	 	Acquire voice services with features and functions that meet user needs and meet
Symetra business requirements
	 
	 	n	 	Acquire services that can leverage operational scale and best practices to achieve
optimum commercial price performance





2.0 Service Environment




2.1 Scope of the Infrastructure to be Supported



The following sub-sections specify the Appendices and other relevant materials containing details
of Symetra’s voice communications environment. These service environment Appendices are to be
maintained by ACS and made available to Symetra on a quarterly basis. (Currently, Symetra Corporate
provides Symetra voice communications services as a shared service.)




2.1.1 Hardware and Software



Intentionally Left Blank.




2.1.2 Service Locations





	 	a.	 	ACS will provide voice communications Services to Symetra’s corporate
headquarters, remote offices and to Symetra home-based workers. A description of the
Symetra service locations for which ACS will provide voice communications Services
is provided in Attachment B of the Agreement.





2.1.3 Personnel





	 	a.	 	ACS will be responsible for providing skilled and appropriately certified
voice communications-related staffing as required to perform the Services required
hereunder in accordance with the SLRs set forth in this Voice Communication Services
SOW. (Currently, Symetra Corporate provides Symetra voice communications-services
related staffing as a shared service.)





2.1.4 Policies, Procedures and Standards



Intentionally Left Blank.




2.1.5 Voice Communications Systems Features and Functions



Intentionally Left Blank.




2.1.6 Agreements and Licenses



Intentionally Left Blank.




2.2 Work-In-Progress







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Schedule 2E—Voice Communications Services SOW


Intentionally Left Blank.




2.3 Future initiatives



Intentionally Left Blank.




2.4 Voice Communications Baseline Information



Symetra’s current voice communications utilization and projected inbound and outbound usage is
presented below. These business requirements represent Symetra’s most realistic projection of its
voice communications Services requirements as of the Effective Date based on a combination of past
trends and current anticipated overall business direction over the Term of the Agreement.



These metrics, along with other data which may be pertinent for sizing the solution, are reflected
in Schedule 3 - Fees.




Table 1. Voice Communications Inbound and Outbound Baseline Projections




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	System	 	2005	 	2006	 	2007	 	2008	 	2009	 	Comments
	Headquarters Users
	 	 	948	 	 	 	971	 	 	 	994	 	 	 	1018	 	 	 	1042	 	 	 	 	 
	Headquarters VIP Users
	 	 	59	 	 	 	59	 	 	 	59	 	 	 	59	 	 	 	59	 	 	 	 	 
	Remote Offices
	 	 	8	 	 	 	8	 	 	 	8	 	 	 	8	 	 	 	8	 	 	 	 	 
	Remote Office Users
	 	 	103	 	 	 	103	 	 	 	103	 	 	 	103	 	 	 	103	 	 	 	 	 
	Tele-workers
	 	 	138	 	 	 	138	 	 	 	138	 	 	 	138	 	 	 	138	 	 	 	 	 
	Outbound IntraState
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Dedicated
(monthly
minutes)
	 	 	15,000	 	 	 	17,250	 	 	 	19,837	 	 	 	22,813	 	 	 	16,235	 	 	 	 	 
	Switched
(monthly
minutes)
	 	 	10,000	 	 	 	11,500	 	 	 	13,225	 	 	 	15,208	 	 	 	17,490	 	 	 	 	 
	Outbound Interstate
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Dedicated
(monthly
minutes)
	 	 	168,000	 	 	 	193,200	 	 	 	222,180	 	 	 	255,507	 	 	 	293,833	 	 	 	 	 
	Switched
(monthly
minutes)
	 	 	30,000	 	 	 	34,500	 	 	 	39,675	 	 	 	45,626	 	 	 	52,470	 	 	 	 	 
	Calling
Cards
(units/monthly
minutes)
	 	 	214	 	 	 	246	 	 	 	283	 	 	 	325	 	 	 	374	 	 	 	 	 
	Inbound Toll Free
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Dedicated
Termination
	 	 	525,000	 	 	 	603,750	 	 	 	694,312	 	 	 	798,459	 	 	 	918,228	 	 	 	 	 
	Switched
Termination
	 	Unknown	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Large PBX (300+ Users)
	 	 	1	 	 	 	1	 	 	 	1	 	 	 	1	 	 	 	1	 	 	 	 	 









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Symetra Life Insurance Company (Symetra)

Schedule 2E—Voice Communications Services SOW




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	System	 	2005	 	2006	 	2007	 	2008	 	2009	 	Comments
	Small PBX System
	 	 	8	 	 	 	8	 	 	 	8	 	 	 	8	 	 	 	8	 	 	 	 	 
	Handsets
	 	 	1200	 	 	 	1200	 	 	 	1200	 	 	 	1200	 	 	 	1200	 	 	 	 	 
	Cell Phones (units/total
monthly minutes)
	 	 	143/600,000	 	 	 	146/690,000	 	 	 	150/793,500	 	 	 	154/912,525	 	 	 	157/1,049,403	 	 	 	 	 
	Pagers (units)
	 	 	60	 	 	 	61	 	 	 	62	 	 	 	64	 	 	 	65	 	 	 	 	 
	Blackberry Users
	 	 	40	 	 	 	41	 	 	 	42	 	 	 	43	 	 	 	44	 	 	 	 	 
	Teleconferencing
(users/total monthly
minutes)
	 	 	100/ 18000	 	 	 	115/ 20,700	 	 	 	132/23,805	 	 	 	152/27,375	 	 	 	174/31,482	 	 	 	 	 






3.0 Voice Communications Services Requirements




3.1 Service Descriptions and Roles & Responsibilities



In addition to the services, activities, and roles and responsibilities described in Schedule 2A -
Cross Functional Services SOW, ACS is responsible for the following voice communications services,
activities and roles and responsibilities.




3.1.1 General Responsibilities



The following table identifies the general roles and responsibilities associated with this Voice
Communications Services SOW. An “X” is placed in the column under the Party that will be
responsible for performing the task. ACS responsibilities are indicated in the column labeled
“ACS.”




Table 2. General Roles and Responsibilities




	 	 	 	 	 	 	 	 	 
	General Roles and Responsibilities	 	ACS	 	Symetra
	1. Provide voice communications strategies and
requirements
	 	 	 	 	 	 	X	 
	2. Provide voice communications design and engineering to
meet Symetra strategies and requirements
	 	 	X	 	 	 	 	 
	3. Approve voice communications design and engineering
	 	 	 	 	 	 	X	 
	4. Provide, operate and manage current and emerging voice
telecommunications services required to meet Symetra’s
business and operational requirements as they evolve
	 	 	X	 	 	 	 	 
	5. Procure, install, maintain, and provide problem
resolution for all voice communications services
	 	 	X	 	 	 	 	 
	6. Provide connectivity through methods such as
traditional wired, wireless and emerging methodologies
	 	 	X	 	 	 	 	 
	7. Fraud prevention, detection and reporting
	 	 	X	 	 	 	 	 
	8. Procure and own all voice services related hardware,
software, and peripherals
	 	 	X	 	 	 	 	 









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Symetra Life Insurance Company (Symetra)

Schedule 2E—Voice Communications Services SOW




3.1.2 Desk Phone Service



ACS shall provide desk phones and Services necessary to provide telephone services to employees
throughout Symetra facilities. Services include providing planning and assessment, implementation,
training and ongoing monitoring and management of the telephone services.



The telephone and auxiliary equipment includes feature rich single-line telephones, multi-line
telephones, consoles, and auxiliary equipment, which also include headsets, speakerphones, and
add-on modules. Desk phone Service allows authorized callers to receive incoming calls and to make
intra-campus, inter-campus, outside local, outside long distance, and international calls (limited
stations). The following table identifies the roles and responsibilities associated with desk phone
Service.




Table 3. Desk Phone Service Roles and Responsibilities




	 	 	 	 	 	 	 	 	 
	Desk Phone Service Roles and Responsibilities	 	ACS	 	Symetra
	1. Provide desk phone requirements (e.g. number of sets, functions and
features)
	 	 	 	 	 	 	X	 
	2. Provide desk phone design and engineering to meet Symetra
requirements
	 	 	X	 	 	 	 	 
	3. Approve desk phone design and engineering
	 	 	 	 	 	 	X	 
	4. Provide end-to-end internal and external phone connectivity
including hardware and/or peripherals
	 	 	X	 	 	 	 	 
	5. Provide emergency 911 services to desk phone
	 	 	X	 	 	 	 	 
	6. Provide adaptive voice telecommunications services and equipment as
required by laws affecting the support of the disabled
	 	 	X	 	 	 	 	 
	7. Manage and maintain private dial plan
	 	 	X	 	 	 	 	 






3.1.3 Voice Network Services



ACS shall provide voice network Services, including local service and long distance service, to
Symetra phone users with local, intrastate, interstate, and international calling from Symetra’s
facilities. Long distance calls are those that terminate at locations outside the caller’s local
calling area to locations in the United States (domestic) and to foreign countries (international).
long distance services include the planning and assessment, implementation, and ongoing management
necessary to deploy long distance Services enterprise wide. The following table identifies the
roles and responsibilities associated with long distance Service.




Table 4. Voice Network Services Roles and Responsibilities




	 	 	 	 	 	 	 	 	 
	Long Distance Services Roles and Responsibilities	 	ACS	 	Symetra
	1. Provide voice network Services strategies and requirements
	 	 	 	 	 	 	X	 
	2. Provide voice network Services design and engineering to
meet Symetra strategies and requirements
	 	 	X	 	 	 	 	 
	3. Approve voice network Services design and engineering
	 	 	 	 	 	 	X	 
	4. Provide local and long distance network Services
	 	 	X	 	 	 	 	 
	5. Provide long distance telephone calling cards and management
	 	 	X	 	 	 	 	 
	6. Provide local and long distance usage monitoring and
reporting
	 	 	X	 	 	 	 	 
	7. Provision local and long distance Services
	 	 	X	 	 	 	 	 









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Schedule 2E—Voice Communications Services SOW




3.1.4 Unified Messaging



ACS shall provide unified messaging (e.g., integrated voice mail, email, fax) services to allow the
efficient exchange of messages between two or more people enterprise wide. The following table
identifies the roles and responsibilities associated with unified messaging Service.




Table 5. Unified Messaging Roles and Responsibilities




	 	 	 	 	 	 	 	 	 
	Unified Messaging Roles and Responsibilities	 	ACS	 	Symetra
	1. Provide unified messaging Services strategies and
requirements
	 	 	 	 	 	 	X	 
	2. Provide unified messaging Services design and engineering to
meet Symetra strategies and requirements
	 	 	X	 	 	 	 	 
	3. Approve unified messaging Services design and engineering
	 	 	 	 	 	 	X	 
	4. Provide unified messaging Services
	 	 	X	 	 	 	 	 
	5. Provide unified messaging usage monitoring and reporting
	 	 	X	 	 	 	 	 
	6. Provide unified messaging storage capacity management
	 	 	X	 	 	 	 	 
	7. Provide unified messaging retention management per Symetra
requirements and external regulations
	 	 	X	 	 	 	 	 
	8. Provision unified messaging Services
	 	 	X	 	 	 	 	 
	9. Conduct mailbox moves, adds and changes
	 	 	X	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 
	10. Maintain mailbox configurations by user
	 	 	X	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 
	11. Provide new hire training material
	 	 	X	 	 	 	 	 






3.1.5 Directory Service



ACS shall provide directory Services (e.g. Outlook) that provide Symetra telephone users with vital
communication information and tools including external directories such as white pages and yellow
pages. Outlook features shall include a repository of directory information for internal as well
as Symetra external contacts. Directory Services also include managing white page and yellow page
listing services to meet Symetra requirements. The following table identifies the roles and
responsibilities associated with directory Services activities.




Table 6. Directory Services Roles and Responsibilities




	 	 	 	 	 	 	 	 	 
	Directory Services Roles and Responsibilities	 	ACS	 	Symetra
	1. Provide directory Services strategies and requirements
	 	 	 	 	 	 	X	 
	2. Provide recommendations to meet Symetra strategies and
requirements
	 	 	X	 	 	 	 	 
	3. Approve directory Services recommendations
	 	 	 	 	 	 	X	 
	4. Provide a secure and searchable online directory service with
real time updates
	 	 	X	 	 	 	 	 
	5. Provide white pages and yellow page directories annually
	 	 	X	 	 	 	 	 
	6. Provide white page and yellow page listing requirements
	 	 	 	 	 	 	X	 
	7. Manage white page and yellow page listing services to meet
Symetra requirements
	 	 	X	 	 	 	 	 
	8. Approve white page and yellow page listing services
	 	 	 	 	 	 	X	 









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Schedule 2E—Voice Communications Services SOW




3.1.6 Conferencing Services



ACS shall provide conferencing Services (e.g. audio, web) that provide Symetra users with
conference capabilities. Services include the planning and assessment, implementation, training,
and ongoing management necessary to implement conferencing Services. An array of features will be
supported with the delivered services. The following table identifies the roles and
responsibilities associated conferencing Services.




Table 7. Conferencing Services Roles and Responsibilities




	 	 	 	 	 	 	 	 	 
	Conferencing Services Roles and Responsibilities	 	ACS	 	Symetra
	1. Develop conferencing Services strategies and requirements
	 	 	 	 	 	 	X	 
	2. Design conferencing Services to meet Symetra strategies and
requirements
	 	 	X	 	 	 	 	 
	3. Approve conferencing Services
	 	 	 	 	 	 	X	 
	4. Provide conferencing Services
	 	 	X	 	 	 	 	 
	5. Provide support for the setup of conferencing sessions
	 	 	X	 	 	 	 	 






3.1.7 Contact Center Service



ACS shall provide contact center Services that provides toll-free call processing and call flow
with integrated ACD, IVR, CMS, and future CTI support and CRM integration. Services include
planning and assessment, implementation, and ongoing management necessary to deploy contact center
Services enterprise wide. The following table identifies roles and responsibilities associated with
contact center Services activities.




Table 8. Contact Center Service Roles and Responsibilities




	 	 	 	 	 	 	 	 	 
	Contact Center Services Roles and Responsibilities	 	ACS	 	Symetra
	1. Provide contact center Services strategies and
requirements
	 	 	 	 	 	 	X	 
	2. Recommend contact center Services to meet Symetra
strategies and requirements
	 	 	X	 	 	 	 	 
	3. Approve contact center Services
	 	 	 	 	 	 	X	 
	4. Provision and or configure contact center Services
	 	 	X	 	 	 	 	 






3.1.8 Operations, Administration and Management



ACS shall operate, administer, maintain and manage all voice communications Services. The following
identifies roles and responsibilities associated with operations, administration and management
Services that are specific to this Voice Communications Services SOW.






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Schedule 2E—Voice Communications Services SOW







Table 9. Operations and Administration Roles and Responsibilities




	 	 	 	 	 	 	 	 	 
	Operations and Administration Roles and Responsibilities	 	ACS	 	Symetra
	1. Provide Symetra with a detailed explanation of outages
that identify the regional impact, source of outage, and
preventative measures being taken to prevent future
similar outages
	 	 	X	 	 	 	 	 
	2. Manage End User accounts (e.g. account set up,
password resets, account deletions and terminations) and
provide administrative support (online directory services
to maintain and update the directory in accordance with
the SLRs) for all Services contained in this Voice
Communications Services SOW according to Symetra
information security policies
	 	 	X	 	 	 	 	 
	3. Provide proactive and reactive voice Services fraud
and security management and reporting
	 	 	X	 	 	 	 	 
	4. Provide physical and logical IMACs
	 	 	X	 	 	 	 	 






3.2 Exclusions



The following items are specifically excluded from this Voice Communications Services SOW:





	 	a.	 	Support for legacy voice recording system
	 
	 	b.	 	Replacement of Symetra owned PBXs and peripherals at eight (8) remote
locations currently not shared with Symetra Corporate offices (see Appendix E.5 –
Symetra Services Locations)
	 
	 	c.	 	Desktop hardware IMACS at Symetra headquarters





4.0 Service Management




4.1 Objectives



A key objective of the Agreement is to attain SLRs. SLAs and project-specific SLAs have Fee
Reductions associated with them where business is impacted through failure to meet significant
mission critical systems or services, or project milestones or objectives warrants a reduction in
Fees paid when Service performance requirements are not met. SLRs are detailed in the following
sections of this Voice Communications Services SOW, and SLAs are detailed in Schedule 5 - Fee
Reductions.



ACS shall provide written reports to Symetra regarding ACS’ compliance with the SLRs specified in
this SOW.




4.2 Definitions



The following defined terms shall apply to this Voice Communications Services SOW and the following
SLRs:



Access Line—The connection between a customer premises network interface and the local exchange
carrier (LEC) that provides access to the PSTN.



LATA—Local access and transport area is a term that refers to a geographic region assigned to one
or more telephone companies for providing communication services. A connection between two
telephone companies within the same region is referred to as intraLATA. A connection between two
local exchange carriers in different regions is called interLATA, which is the same as
long-distance service.




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Schedule 2E—Voice Communications Services SOW






Public Switched Telephone Network (PSTN)—The network of equipment, lines, and controls assembled to
establish communication paths between calling and called parties in North America.




4.3 Service Level Requirements (SLRs)



ACS shall meet the following SLRs commencing on the Handover Date (unless another date is
expressly set forth in a particular SLR) that is applicable to Voice Communications Services. ACS
must consistently meet or exceed the following SLRs. All times referenced are in Pacific Standard
Time.




Table 10. Voice Communications Service Availability SLRs





			
	Definition	 	Availability of the voice communications
network, including all circuits and all
associated hardware (includes blocked calls).





Voice Communications Availability SLRs




	 	 	 	 	 	 	 
	Service Type	 	Service Measure	 	Performance Target	 	SLR
	Overall Voice
Transport and
System Availability

	 	Availability per location
	 	Sun-Sat, 0000-2400
	 	[***]%
	Local Service

	 	Availability per location
	 	Sun-Sat, 0000-2400
	 	[***]%
	 

	 	Formula
	 	Availability(%) = 100% — unavailability (%)

Where unavailability is defined as:


(S outage duration x 100%)
 ̧ (scheduled time – 
planned
outage)	 	 
	 

	 	Measurement Interval
	 	Unless otherwise noted above, capture daily,

measure monthly, report monthly within approved

operational windows	 	 
	 

	 	Measurement Tool
	 	                              To be agreed by the Parties	 	 






Table 11. Service Responsiveness SLRs





			
	Definition	 	The ability of ACS to respond to, process,
and fulfill client-requested changes and
reconfiguration of various types of voice
services.





Service Responsiveness SLRs




	 	 	 	 	 	 	 
	Service Type	 	Service Measure	 	Performance Target	 	SLR
	Technology solution 

design

	 	Elapsed time
	 	  £ 2   weeks of request

	 	[***]%
	Install voice access line

	 	Elapsed time
	 	£ 45   Business Days of request

	 	[***]%





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the Securities and
Exchange Commission.







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Schedule 2E—Voice Communications Services SOW







	 	 	 	 	 	 	 
	Service Type	 	Service Measure	 	Performance Target	 	SLR
	System hardware capacity 

changes (Symetra 

headquarters only)

	 	Elapsed time
	 	£ 4   hours of request received
within Business Day hours

	 	[***]%
	User Account Changes

	 	Elapsed time
	 	£ 4   hours of request received
within Business Day 

 hours

	 	[***]%
	Remote Location IMACs

	 	Elapsed time
	 	£ 1   week of request

	 	[***]%
	Headquarters PBX 

management

	 	Elapsed time
	 	£ 2   Business Days of request
received within Business Day
hours 

	 	[***]%
	 
	 	 	 	 	 	 
	 

	 	Formula
	 	Number of requests successfully
completed per Service type within
performance target/total number
of requests per Service type
occurring during the Measurement
Interval	 	 
	 

	 	Measurement Interval
	 	Capture daily, measure monthly,
report monthly within approved
operational windows	 	 
	 

	 	Measurement Tool
	 	To be agreed by the Parties	 	 






4.4 Reports



Without limiting the terms of Section 2.11.1 of the Agreement, ACS shall provide written
reports to Symetra regarding ACS’ compliance with the SLRs and other voice communications
management reports specified in this Voice Communications Services SOW.




5.0 Referenced SOW Appendices and SOW Schedules




5.1 Referenced Voice Communications SOW Appendices



Not applicable.




5.2 Referenced ITSA Schedules




	 	 	 
	ITSA Schedule	 	Description
	Schedule 2A

	 	Cross Functional Services SOW
	Schedule 3

	 	Fees
	Schedule 5

	 	Fee Reductions





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the Securities and
Exchange Commission.






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Symetra Life Insurance Company (Symetra) 

Schedule 2F—Help Desk Services SOW




Schedule 2F




Help Desk Services SOW




for




Symetra Life Insurance Company (Symetra)




October 28, 2004




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Symetra Life Insurance Company (Symetra) 

Schedule 2F—Help Desk Services SOW






TABLE OF CONTENTS




	 	 	 	 	 
	1.0 Help Desk Services Overview and Objectives
	 	 	3	 
	 
	 	 	 	 
	1.1 Services Overview
	 	 	3	 
	 
	 	 	 	 
	1.2 Service Objectives
	 	 	3	 
	 
	 	 	 	 
	2.0 Service Environment
	 	 	4	 
	 
	 	 	 	 
	2.1 Scope of the Infrastructure to be Supported
	 	 	4	 
	 
	 	 	 	 
	2.2 Initiatives In Progress
	 	 	5	 
	 
	 	 	 	 
	2.3 Future initiatives
	 	 	5	 
	 
	 	 	 	 
	2.4 Help Desk Baseline Information
	 	 	5	 
	 
	 	 	 	 
	3.0 Help Desk Support Services Requirements
	 	 	6	 
	 
	 	 	 	 
	3.1 Service Descriptions and Roles & Responsibilities
	 	 	6	 
	 
	 	 	 	 
	3.2 Exclusions
	 	 	13	 
	 
	 	 	 	 
	4.0 Service Management
	 	 	13	 
	 
	 	 	 	 
	4.1 Purpose
	 	 	13	 
	 
	 	 	 	 
	4.2 Definitions
	 	 	13	 
	 
	 	 	 	 
	4.3 Service Level Requirements (SLRs)
	 	 	17	 
	 
	 	 	 	 
	4.4 Reports
	 	 	20	 
	 
	 	 	 	 
	5.0 Referenced SOW Appendices and SOW Schedules
	 	 	20	 
	 
	 	 	 	 
	5.1 Referenced Help Desk SOW Appendices
	 	 	20	 
	 
	 	 	 	 
	5.2 Referenced ITSA Schedules
	 	 	20	 






List of Tables




	 	 	 	 	 
	Table 1.
	 	Help Desk Baseline Projections	 	5
	Table 2.
	 	General Roles and Responsibilities	 	7
	Table 3.
	 	SPOC Call Roles and Responsibilities	 	7
	Table 4.
	 	Help Desk Operations and Administration Roles and Responsibilities	 	7
	Table 5.
	 	Service Request and Trouble Ticket Management Roles and Responsibilities	 	9






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	Table 6.
	 	Remote Desktop Management Roles and Responsibilities	 	10
	Table 7.
	 	End-User Administration Services Roles and Responsibilities	 	10
	Table 8.
	 	Installs, Moves, Adds and Change Management Roles and Responsibilities	 	11
	Table 9.
	 	Self Help Roles and Responsibilities	 	11
	Table 10.
	 	Exceptions Requests	 	12
	Table 11.
	 	Planning and Analysis Roles and Responsibilities	 	12
	Table 12.
	 	Reporting Roles and Responsibilities	 	12
	Table 13.
	 	Priority Levels	 	16
	Table 14.
	 	Intentionally Left Blank	 	17
	Table 15.
	 	Response Time SLR	 	17
	Table 16.
	 	Incident Resolution SLR	 	17
	Table 17.
	 	Account Administration SLR	 	18
	Table 18.
	 	Customer Satisfaction SLR	 	19






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1.0 Help Desk Services Overview and Objectives




1.1 Services Overview



Help Desk Services are the services and activities, as detailed in the following Help Desk
Services SOW, required to coordinate and respond to problems and Service Requests made by Symetra
Information Technology Service Tower End-Users and technical staff located in North America. The
ACS Help Desk is responsible for providing a toll-free number for access to Help Desk
Single-Point-of-Contact (“SPOC”) and for providing end-to-end ownership (e.g. logging, tracking,
resolution and reporting) of Trouble Tickets and Service Requests. Trouble Tickets and Services
Requests can be resolved by Help Desk staff or may need to be referred/escalated to more
specialized entities for resolution such as Symetra staff, a vendor or other designated Third
Parties. As part of the Help Desk Services, ACS will coordinate the Root Cause Analysis process.



As depicted in Figure 1 below, in addition to the Service described in this Help Desk SOW, ACS is
responsible for providing the Services described in Schedule 2A — Cross Functional Services SOW.
Figure 1 depicts the relationship between the Cross Functional Services SOW, and all SOWs within
the scope of the Agreement.




Cross Functional Services SOW




	 	 	 	 	 	 	 	 	 	 	 	 	 
	Data 

Center 

Services 

SOW
	 	Distributed

Computing

Services

SOW
	 	Data

Network

Services

SOW
	 	Voice

Comm.

Services

SOW
	 	Help Desk

Services

SOW
	 	Output

Processing

Services

SOW
	 	Content

Management

Services

SOW






Figure 1: Service Towers with Cross Functional View




1.2 Service Objectives



The following are the key high-level service objectives Symetra expects to achieve through
outsourced Help Desk Services and this Help Desk Services SOW.





	 	n	 	 Improve IT customer service and problem resolution speed through expanded
service hours, self service abilities, and skilled Help Desk staff in the areas
of industry standard IT products
	 
	 	n	 	 Improve Symetra efficiency and effectiveness by adopting ACS leveraged
knowledge databases and best practices in the areas of customer reporting,
logging, tracking, resolving of IT problems and Service Requests
	 
	 	n	 	 Improve efficiency and effectiveness by early identification and addressing of
root causes of technical problems including working with specialized entities for
resolution such as Symetra staff, a vendor or other designated Third Parties,
before they become trends
	 
	 	n	 	 Have the ability to acquire skilled Help Desk support for new technologies
early in their life cycle while maintaining support for older technologies
	 
	 	n	 	 Achieve the SLRs specified in Section 4 of this SOW.





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Schedule 2F—Help Desk Services SOW






2.0 Service Environment




2.1 Scope of the Infrastructure to be Supported



The types of calls to be handled by ACS Help Desk include:





	 	 	 	n Infrastructure
	 
	 	 	 	n Systems software (i.e. operating systems, utilities)
	 
	 	 	 	n Packaged office productivity software
	 
	 	 	 	n Password resets
	 
	 	 	 	n Symetra applications (tracking and escalating to Symetra only)




ACS will provide Help Desk Services specified in this Schedule for the following Symetra IT Service
Towers:





	 	 	 	n Enterprise Operation Center Services SOW as defined in Schedule 2B
	 
	 	 	 	n Distributed Computing Services SOW as defined in Schedule 2C
	 
	 	 	 	n Data Network Management Services SOW as defined in Schedule 2D
	 
	 	 	 	n Voice Communications Services SOW as defined in Schedule 2E




The following sub-sections specify the appendices and other relevant materials containing details
of the Help Desk Services environment to be supported/complied with. Service environment appendices
are to be maintained and reviewed with Symetra by ACS and made available to Symetra on a quarterly
basis.




2.1.1 Hardware and Software





	 	a.	 	A list of Symetra Help Desk supported software and hardware is provided
in Appendix F.1  — Help Desk Supported Software and in Appendix F.2 — Help Desk
Supported Hardware.





2.1.2 Help Desk Software, Tools and Knowledge Databases




Intentionally Left Blank.




2.1.3 Service Locations





	 	a.	 	A description of the Symetra service locations for which ACS will provide
Help Desk Services is provided in Attachment B of the Agreement.





2.1.4 Personnel





	 	a.	 	ACS will be responsible for staffing skilled and appropriately certified
Help Desk staff required to perform the Services required hereunder in accordance
with the SLRs set forth in this SOW. Currently, Safeco Corporate provides Symetra
Help Desk Services as a shared service.





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Schedule 2F—Help Desk Services SOW






2.1.5 Policies and Procedures




Intentionally Left Blank.




2.2 Initiatives In Progress




Intentionally Left Blank.




2.3 Future initiatives




Intentionally Left Blank.




2.4 Help Desk Baseline Information



Symetra’s current Help Desk utilization and projected usage is presented below. These business
requirements represent Symetra’s most realistic projection of the Service requirements for as of
the Effective Date based on a combination of past trends and current anticipated overall business
direction over the Term of the Agreement.



These metrics, along with other data which may be pertinent for sizing the solution, are reflected
in Schedule 3 -Fees.




Table 1. Help Desk Baseline Projections




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	5/2003	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	to	 	 	 	 	 	 	 	 	 	 	 	 
	System/Metric 	 	4/2004	 	2005	 	2006	 	2007	 	2008	 	2009	 	Comments
	Total Number of Calls

	 	 	11404	 	 	 	11671	 	 	 	11958	 	 	 	12245	 	 	 	12539	 	 	 	12542	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Help Desk Calls per
user/per mo. (average)

	 	 	0.76	 	 	 	0.77	 	 	 	0.78	 	 	 	0.79	 	 	 	0.79	 	 	 	0.78	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Headquarters Users

	 	 	929	 	 	 	948	 	 	 	971	 	 	 	994	 	 	 	1018	 	 	 	1042	 	 	13% growth over 5
yrs/2.4% per yr
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Headquarters VIP Users

	 	 	59	 	 	 	59	 	 	 	59	 	 	 	59	 	 	 	59	 	 	 	59	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Remote Offices

	 	 	26	 	 	 	8	 	 	 	8	 	 	 	8	 	 	 	8	 	 	 	8	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Remote Office Users

	 	 	208	 	 	 	103	 	 	 	103	 	 	 	103	 	 	 	103	 	 	 	103	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Tele-workers

	 	 	52	 	 	 	138	 	 	 	138	 	 	 	138	 	 	 	138	 	 	 	138	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Level 1 Support:
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 






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	 	 	5/2003	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	to	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	System/Metric	 	4/2004	 	 	2005	 	 	2006	 	 	2007	 	 	2008	 	 	2009	 	 	Comments	 
	Break/Fix
	 	 	223	 	 	 	228	 	 	 	233	 	 	 	239	 	 	 	245	 	 	 	251	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Applications (all)
	 	 	2451	 	 	 	2510	 	 	 	2570	 	 	 	2632	 	 	 	2695	 	 	 	2760	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	IP / Data Networking
	 	 	219	 	 	 	224	 	 	 	229	 	 	 	234	 	 	 	240	 	 	 	246	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Voice / Telco Services
	 	 	17	 	 	 	17	 	 	 	18	 	 	 	18	 	 	 	19	 	 	 	19	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	End-User Access/Resets
	 	 	3275	 	 	 	3354	 	 	 	3434	 	 	 	3516	 	 	 	3600	 	 	 	3686	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Network-attached Printing
	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	0	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Local-attached Printers
/ Peripherals
	 	 	136	 	 	 	139	 	 	 	142	 	 	 	145	 	 	 	148	 	 	 	152	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Moves, Adds, Changes
	 	 	9	 	 	 	9	 	 	 	9	 	 	 	9	 	 	 	10	 	 	 	10	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Security Related
	 	 	179	 	 	 	183	 	 	 	187	 	 	 	191	 	 	 	196	 	 	 	201	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Other / No Subject/Misc.
	 	 	47	 	 	 	48	 	 	 	49	 	 	 	50	 	 	 	51	 	 	 	52	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Level 2 Support
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Break/Fix
	 	 	782	 	 	 	801	 	 	 	820	 	 	 	840	 	 	 	860	 	 	 	881	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Applications (all)
	 	 	2319	 	 	 	2375	 	 	 	2432	 	 	 	2490	 	 	 	2550	 	 	 	2611	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	IP / Data Networking
	 	 	200	 	 	 	205	 	 	 	210	 	 	 	215	 	 	 	220	 	 	 	225	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Voice / Telco Services
	 	 	81	 	 	 	83	 	 	 	85	 	 	 	87	 	 	 	89	 	 	 	91	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	End-User Access/Resets
	 	 	92	 	 	 	94	 	 	 	96	 	 	 	98	 	 	 	100	 	 	 	102	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Network-attached Printing
	 	 	6	 	 	 	6	 	 	 	6	 	 	 	6	 	 	 	7	 	 	 	7	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Local-attached Printers
/ Peripherals
	 	 	503	 	 	 	515	 	 	 	527	 	 	 	540	 	 	 	553	 	 	 	566	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Moves, Adds, Changes
	 	 	314	 	 	 	322	 	 	 	330	 	 	 	338	 	 	 	346	 	 	 	354	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Security Related
	 	 	353	 	 	 	361	 	 	 	368	 	 	 	377	 	 	 	386	 	 	 	395	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Other / No Subject/Misc.
	 	 	103	 	 	 	105	 	 	 	108	 	 	 	111	 	 	 	114	 	 	 	117	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Level 3 Support
	 	 	95	 	 	 	97	 	 	 	99	 	 	 	101	 	 	 	103	 	 	 	105	 	 	 	 	 






3.0 Help Desk Support Services Requirements




3.1 Service Descriptions and Roles & Responsibilities



In addition to the Services, activities, and roles and responsibilities described in Schedule
2A — Cross Functional Services SOW, ACS is responsible for the following Help Desk support
Services, activities and roles and responsibilities.



3.1.1 General Responsibilities



The following table identifies the general roles and responsibilities associated with Help Desk
support Services. An “X” is placed in the column under the party that will be responsible for
performing the task. ACS responsibilities are indicated in the column labeled “ACS.”




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Table 2. General Roles and Responsibilities




	 	 	 	 	 	 	 
	General Roles and Responsibilities	 	ACS	 	Symetra
	1.

	 	Set up the Help Desk, including implementation of systems
necessary to document, track and manage End-User request for
Services, inquiries and problem notifications
	 	X	 	 
	 
	 	 	 	 	 	 
	2.

	 	Provide a SPOC for and coordinate all requests for Service
in the service areas supported under the terms of the
Agreement
	 	X	 	 
	 
	 	 	 	 	 	 
	3.

	 	Provide expert assistance level 1, 2 and 3 to inquiries on
the features, functions and usage of all
Commercial-Off-The-Shelf (“COTS”) systems in use at Symetra
	 	X	 	 
	 
	 	 	 	 	 	 
	4.

	 	Provide level 1 assistance to inquiries on the features,
functions and usage of Symetra custom applications / software
based on information obtained from Symetra knowledge transfer
	 	X	 	 
	 
	 	 	 	 	 	 
	5.

	 	Identify, escalate, manage resolution and close problems
	 	X	 	 
	 
	 	 	 	 	 	 
	6.

	 	Manage the Root Cause Analysis process on recurring

problems
	 	X	 	 
	 
	 	 	 	 	 	 
	7.

	 	Perform administration services such as creating, changing
and deleting user accounts
	 	X	 	 
	 
	 	 	 	 	 	 
	8.

	 	Administer asset management
	 	 	 	X






3.1.2 Help Desk End User Services




3.1.2.1 Single Point of Contact



The following table identifies SPOC roles and responsibilities.



Table 3. SPOC Call Roles and Responsibilities




	 	 	 	 	 	 	 
	SPOC Call Roles and Responsibilities	 	ACS	 	Symetra
	1.

	 	Provide SPOC call-in access via a toll-free
number for all Help Desk Services described in this
SOW for all Symetra IT Service Towers and Symetra
locations
	 	X	 	 
	 
	 	 	 	 	 	 
	2.

	 	Provide for multiple alternative communications
channels, including voice messages, email and
Intranet. In the case of voice communications, any
IVR system must allow for immediate exit from the
system and live communication with a Help Desk
agent
	 	X	 	 
	 
	 	 	 	 	 	 
	3.

	 	Record and redirect non IT Service Tower
incidents and service requests
	 	X	 	 






3.1.2.2 Help Desk Operations and Administration



The following table identifies Help Desk operations and administration roles and responsibilities.



Table 4. Help Desk Operations and Administration Roles and Responsibilities




	 	 	 	 	 	 	 
	Help Desk Operations Roles and Responsibilities	 	ACS	 	Symetra
	1.

	 	Develop and document operational procedures which meet
Symetra requirements and adhere to defined Help Desk policies
	 	X	 	 
	 
	 	 	 	 	 	 
	2.

	 	Review operational procedures
	 	 	 	X
	 
	 	 	 	 	 	 





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	Help Desk Operations Roles and Responsibilities	 	ACS	 	Symetra
	3.

	 	Receive, track, answer and resolve Symetra End User and
technical staff calls
	 	X	 	 
	 
	 	 	 	 	 	 
	4.

	 	Coordinate IMACs, including all IT Services Towers 	 	X	 	 
	 
	 	 	 	 	 	 
	5.

	 	Provide “How-to” and Level 2 assistance for Symetra defined
COTS applications included in its distributed computing
environment
	 	X	 	 
	 
	 	 	 	 	 	 
	6.

	 	Coordinate employee user account administration, activation,
changes and terminations, including: password/account setup and
reset, remote access connectivity, E-mail accounts, End-User
IDs, Password Resets, remote paging devices, voicemail
administration, telephone lines, secure ID cards, catalog
quotations, etc.
	 	X	 	 
	 
	 	 	 	 	 	 
	7.

	 	Provide end-to-end problem identification, escalation,
resolution and closure process
	 	X	 	 
	 
	 	 	 	 	 	 
	8.

	 	Provide additional resources as needed during planned and
unplanned critical events
	 	X	 	 
	 
	 	 	 	 	 	 
	9.

	 	Support Symetra policies and best practices 	 	X	 	 
	 
	 	 	 	 	 	 
	Help Desk Administration Roles and Responsibilities	 	ACS	 	Symetra
	 
	 	 	 	 	 	 
	10.

	 	Develop and document Help Desk administration procedures
which meet Symetra requirements and adhere to defined Help Desk
policies
	 	X	 	 
	 
	 	 	 	 	 	 
	11.

	 	Review Help Desk administration procedures
	 	 	 	X
	 
	 	 	 	 	 	 
	12.

	 	Select and implement software and hardware (e.g. IVR) needed
to collect, track and manage requests for service received by
the Help Desk
	 	X	 	 
	 
	 	 	 	 	 	 
	13.

	 	Track/manage/report Help Desk utilization
	 	X	 	 
	 
	 	 	 	 	 	 
	14.

	 	Provide escalation contact list(s) for Symetra contacts
	 	 	 	X
	 
	 	 	 	 	 	 
	15.

	 	Maintain and provide escalation contact list(s) for all
Service Towers (including Third Parties such as vendors and
service providers)
	 	X	 	 
	 
	 	 	 	 	 	 
	16.

	 	Issue broadcasts or other notices to provide status updates
as required for planned and unplanned events
	 	X	 	 
	 
	 	 	 	 	 	 
	17.

	 	Provide End User or manager online/portal access to service
requests and incident reports
	 	X	 	 
	 
	 	 	 	 	 	 
	18.

	 	Develop and execute procedures for conducting End-User
satisfaction surveys according to SLRs
	 	X	 	 
	 
	 	 	 	 	 	 
	19.

	 	Review and approve procedures for conducting End-User
satisfaction surveys
	 	 	 	X
	 
	 	 	 	 	 	 
	20.

	 	Maintain a continuous improvement program that improves Help
Desk Services using metrics to improve Service delivery
	 	X	 	 
	 
	 	 	 	 	 	 
	21.

	 	Work with ACS operational and technical staff, and Symetra,
to identify solutions that minimize the need to call the Help
Desk (e.g. additional End User training, Self Help
opportunities, Root Cause Analysis)
	 	X	 	 
	 
	 	 	 	 	 	 
	22.

	 	Approve solutions that minimize the need to call the Help
Desk
	 	 	 	X
	 
	 	 	 	 	 	 
	23.

	 	Coordinate and make available envirdonment documentation
(i.e. network configuration, and inventory of software to be
supported)
	 	X	 	 
	 
	 	 	 	 	 	 





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3.1.2.3 Service Request and Trouble Ticket Management



ACS will own the end-to-end incident management process. Service Request and Trouble Ticket
management includes escalation to Level 2 and 3 specialists through a well-defined process,
including ACS’ primary resources, Third Parties, such as hardware and software suppliers, other
Third-Party service providers as well as Symetra’s internal technical support resources. The
following table identifies the Service Request and Trouble Ticket management roles and
responsibilities.




Table 5. Service Request and Trouble Ticket Management Roles and Responsibilities




	 	 	 	 	 	 	 
	Service Request and Trouble Ticket Management Roles and	 	 	 	 
	Responsibilities	 	ACS	 	Symetra
	1.
	 	Identify and describe priorities,
response and resolution targets for Service calls and Service
Requests of differing impacts	 	 	 	X
	 
	 	 	 	 	 	 
	2.
	 	Provide a system to document,
manage and track all Service Requests, problem reports and inquiries
regardless of the means by which the request is submitted (e.g.,
telephone, email, fax, direct online input by End-Users, etc.)	 	X	 	 
	 
	 	 	 	 	 	 
	3.
	 	Develop procedures to receive and
respond to Symetra calls for Service according to defined
prioritization and resolution targets. Ensure that response to
Service Requests is based on priority and impact rather than the
method used to notify the Help Desk (e.g., telephone, email, fax,
direct input to Service Request system by End-Users, etc.).	 	X	 	 
	 
	 	 	 	 	 	 
	4.
	 	Review and approve procedures to
receive and respond to Symetra calls	 	 	 	X
	 
	 	 	 	 	 	 
	5.
	 	Review and approve procedures for
the escalation of Incidents	 	 	 	X
	 
	 	 	 	 	 	 
	6.
	 	Resolve Incidents within prescribed
time limits, if possible, otherwise escalate to appropriate Level 2 resource	 	X	 	 
	 
	 	 	 	 	 	 
	7.
	 	Identify problem characteristics and Root Cause Analysis	 	X	 	 
	 
	 	 	 	 	 	 
	8.
	 	Categorize, prioritize and log all
IT Incidents (e.g. inquiries/problems/service requests) in the
Trouble Ticket system	 	X	 	 
	 
	 	 	 	 	 	 
	9.
	 	Monitor Incidents (Trouble Tickets)
and escalate per policies and procedures until resolution and
End-User satisfaction	 	X	 	 
	 
	 	 	 	 	 	 
	10.
	 	Verify acceptance of services by
contacting the End-User to confirm results and level of satisfaction	 	X	 	 
	 
	 	 	 	 	 	 
	11.
	 	Ensure that recurring problems
which meet defined criteria are reviewed using Root Cause Analysis processes	 	X	 	 
	 
	 	 	 	 	 	 
	12.
	 	Ensure that inventory and
configuration management records are updated to reflect completed
Service Request (IMACs, and others)	 	X	 	 
	 
	 	 	 	 	 	 





3.1.2.4 Remote Desktop Management



ACS shall have the ability to manage desktop devices and software remotely. Remote desktop
management Services are those Services required to manage and control desktop devices and software
over the network. This includes maintaining and troubleshooting the desktop operating system and
supported desktop applications electronically to minimize the need to dispatch




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technical personnel. The following table identifies the remote desktop management roles and
responsibilities.




Table 6. Remote Desktop Management Roles and Responsibilities




	 	 	 	 	 	 	 
	Remote Desktop Management Roles and Responsibilities	 	ACS	 	Symetra
	1.

	 	Recommend and develop policies for the use of remote
control tools for maintenance and troubleshooting
	 	X	 	 
	 
	 	 	 	 	 	 
	2.

	 	Review and approve policies for the use of remote
control tools for maintenance and troubleshooting
	 	 	 	X
	 
	 	 	 	 	 	 
	3.

	 	Diagnose problems using remote control capability and
when possible implement corrective actions to resolve
problems. If resolution is not possible escalate per the
escalation procedures
	 	X	 	 






3.1.2.5 User Administration



The following table identifies the End User administration roles and responsibilities that ACS and
Symetra will perform.




Table 7. End-User Administration Services Roles and Responsibilities




	 	 	 	 	 	 	 
	User Administration Services Roles and Responsibilities	 	ACS	 	Symetra
	1.

	 	Develop and document requirements and policies regarding End User
Administration
	 	X	 	 
	 
	 	 	 	 	 	 
	2.

	 	Approve requirements and policies regarding End User
Administration
	 	 	 	X
	 
	 	 	 	 	 	 
	3.

	 	Receive and track requests for user account activation, changes
and terminations
	 	X	 	 
	 
	 	 	 	 	 	 
	4.

	 	Create, change and delete user accounts per requests in
accordance with Symetra’s security policies.
	 	X	 	 
	 
	 	 	 	 	 	 
	5.

	 	Coordinate as necessary with other specialized areas to manage
End User accounts
	 	X	 	 
	 
	 	 	 	 	 	 
	6.

	 	Reset passwords as required in accordance with Symetra’s security
policies
	 	X	 	 
	 
	 	 	 	 	 	 





3.1.2.6 Installs, Moves, Adds, Changes (IMACs)



ACS will manage all the requests for modification to the environment. Install, move, add, change
(IMAC) requests will be coordinated through the Help Desk where obligations include gathering the
business requirements, providing authorization, logging the request, and facilitating fulfillment.
All authorized IMAC requests are passed automatically to the local support team depending upon the
location and the product or service being requested. Local support team could be ACS, Symetra, or a
combination depending on location.



ACS’s obligations include (i) obtaining the requisite approvals from the relevant Symetra
stakeholders, (ii) contacting the End User and schedule an appropriate, agreed time for the work to
take place, (iii) verifying completion of IMACs and (iv) contacting the End User to confirm
satisfaction. Examples include adding PCs and moving local printers and a telephone. The following
table identifies the IMACs roles and responsibilities.




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Table 8. Installs, Moves, Adds and Change Management Roles and Responsibilities




	 	 	 	 	 	 	 
	Installs, Moves, Adds and Changes Roles and Responsibilities	 	ACS	 	Symetra
	1.

	 	Receive and track requests for IMACs
	 	X	 	 
	 
	 	 	 	 	 	 
	2.

	 	Confirm the requirements and scope and acquire Symetra
approval of the IMAC request
	 	X	 	 
	 
	 	 	 	 	 	 
	3.

	 	Contact the End User and schedule an appropriate, agreed
time for the work to take place in remote offices
	 	X	 	 
	 
	 	 	 	 	 	 
	4.

	 	Contact the End User and schedule an appropriate,
agreed time for the work to take place in Symetra
Headquarters
	 	 	 	X
	 
	 	 	 	 	 	 
	5.

	 	Approve IMAC schedule
	 	 	 	X
	 
	 	 	 	 	 	 
	6.

	 	Verify completion of IMACs by contacting the End User
to confirm satisfaction
	 	X	 	 






3.1.2.7 Self Help



ACS shall provide End User Self Help capabilities. Self Help refers to automated/electronic means
made available directly to End Users to assist in fulfilling various Service Requests, including
Password Resets, problem diagnosis and resolution, etc. This includes Interactive Voice Response
(IVR); out-of-prime time voice messaging with guaranteed callback response, intranet-based
automated self-help, etc. The following table identifies the Self Help roles and responsibilities.




Table 9. Self Help Roles and Responsibilities




	 	 	 	 	 	 	 
	Self Help Roles and Responsibilities	 	ACS	 	Symetra
	1.

	 	Identify Requirements for Self Help capabilities
	 	 	 	X
	 
	 	 	 	 	 	 
	2.

	 	Implement Self-Help capabilities that enable
End-Users to perform self service such as Password Resets
and other administrative functions
	 	X	 	 
	 
	 	 	 	 	 	 
	3.

	 	Monitor and review the effectiveness of Self Help
capabilities and usage
	 	 	 	X
	 
	 	 	 	 	 	 
	4.

	 	Develop recommendations for and implement
improvements to Self Help capabilities (see Schedule 2A
for general improvement recommendation process)
	 	X	 	 
	 
	 	 	 	 	 	 
	5.

	 	Review and approve improvements to Self Help
	 	 	 	X
	 
	 	 	 	 	 	 





3.1.2.8 Exception Requests




The exception request process is used by End-Users to fulfill requests for products or services
that are outside of standard Symetra policies, such as more memory for their PC or international
calling access on their phone line.




ACS will develop, implement, and maintain an exception process and perform the activities required
to collect the request, analyze, recommend, and process the request to fulfillment or denial and
advise the originator of the status. Upon approval, ACS will take the necessary action to
implement the request. The following table identifies the exception requests roles and
responsibilities.




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Table 10. Exceptions Requests




	 	 	 	 	 	 	 
	Exceptions Requests Roles and Responsibilities	 	ACS	 	Symetra
	1.

	 	Develop and document exception request procedures
	 	X	 	 
	 
	 	 	 	 	 	 
	2.

	 	Review and approve ACS exception process
	 	 	 	X
	 
	 	 	 	 	 	 
	3.

	 	Document exception requests in trouble ticket

system
	 	X	 	 
	 
	 	 	 	 	 	 
	4.

	 	Provide request status to requestor when approved
	 	X	 	 
	 
	 	 	 	 	 	 





3.1.3 Other Responsibilities




3.1.3.1 Planning & Analysis



The following table identifies additional planning and analysis roles and responsibilities
associated with this Schedule.



Table 11. Planning and Analysis Roles and Responsibilities




	 	 	 	 	 	 	 
	Planning and Analysis Roles and Responsibilities	 	ACS	 	Symetra
	1.

	 	Identify and recommend Help Desk solution that best meets
Symetra business needs and expense/service—level expectations
	 	X	 	 
	 
	 	 	 	 	 	 
	2.

	 	Approve Help Desk solutions and expense/service—levels
	 	 	 	X
	 
	 	 	 	 	 	 
	3.

	 	Perform operational planning for Help Desk capacity and
performance purposes
	 	X	 	 
	 
	 	 	 	 	 	 
	4.

	 	Determine transitional plan & issues regarding facilities,
layout & integration with other non-consolidated Help Desks
(e.g. sales and agency technical services)
	 	X	 	 
	 
	 	 	 	 	 	 
	5.

	 	Perform analysis of Symetra environment, including acquiring
Symetra management team feedback, to identify the appropriate
sets of skills, training, and experience needed by Help Desk
staff
	 	X	 	 
	 
	 	 	 	 	 	 
	6.

	 	Recommend Incident management, reporting standards and
policies
	 	X	 	 






3.1.3.2 Procurement




Subject to Symetra’s procurement policies, approval process and preferred supplier list, ACS shall
respond to procurement requests.




3.1.3.3 Reporting Services




The following table identifies additional reporting roles and responsibilities that are specific to
this Schedule.




Table 12. Reporting Roles and Responsibilities




	 	 	 	 	 	 	 
	Reporting Roles and Responsibilities	 	ACS	 	Symetra
	1.
	 	Report on Help Desk statistics and
trends as requested (e.g., service request volumes and trends by types of End Users)	 	X	 	 
	 
	 	 	 	 	 	 
	2.
	 	Report on trends in Service
Requests indicating a need for training	 	X	 	 
	 
	 	 	 	 	 	 
	3.
	 	Audit results & operations periodically	 	 	 	X
	 
	 	 	 	 	 	 
	4.
	 	Provide online/portal access to Symetra Help Desk reports	 	X	 	 






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3.2 Exclusions



The following items are specifically excluded from this SOW:





	 	a.	 	Tracking and resolution of requests outside of IT Service Towers
	 
	 	b.	 	Distribution partners and policy holders





4.0 Service Management




4.1 Purpose



A key objective of this outsourcing agreement is to attain SLRs. SLAs and project-specific
SLAs are specified with fee reductions where business is impacted through failure to meet
significant mission critical systems or services, or project milestones or objectives warrants a
reduction in Fees paid when Service performance requirements are not met. SLRs are detailed in
Section 4.3 of this Schedule and SLAs are detailed in Schedule 5  — fee reductions.



ACS shall provide written reports to Symetra regarding ACS’s compliance with the SLRs specified in
this SOW Schedule.



4.2 Definitions



The following defined terms shall apply to this SOW and the SLRs set forth in Section 4.3 of
this Schedule:



Abandonment—Defined as calls received at Help Desk that enter the queue and that are terminated
(End User hang up) prior to pickup by human operator or after voice response unit options (VRU)
have been selected. The assumption is that the caller hung up because Call took too long to answer.



After-Hours Support—Refers to all hours outside of Normal Help Desk Business Hours.



Availability —The percentage of scheduled time the service is fully operational. Availability
represents a measure of the fraction of time during a defined period when the Service provided is
deemed to be as good or better than the defined requirement.




Availability = 100% — Unavailability (%)

Where Unavailability is defined as:

S outage duration x 100

(Schedule Time — planned outage)



Break/Fix — An End-User request placed due to a software or hardware problem encountered in
accessing or operating IT resources where support Services are required to resolve the problem.



Business Day Support—Refers to those hours during which ACS personnel will be available to provide
consolidated Help Desk support to End Users. Such support includes answering phone calls and
e-mails, opening Trouble Tickets, First Call Problem Resolution, and categorizing and routing
Trouble Tickets.




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Schedule 2F—Help Desk Services SOW





Call— A call is counted for each unique Service Request made by a single End User with a single
problem that is received via telephone, voicemail, and/or e-mail, involving a separate individual
and event that results in opening a Help Desk Trouble Ticket. For Incidents where multiple calls
are related to a single point of failure (that is, calls related to a server outage), such calls
will be considered as a single Call; will not result in opening a separate Help Desk Trouble
Ticket; and will not be aggregated or counted as individual Calls for measuring call volume
statistics.



Call Abandonment — Percentage of total Calls that terminate after the Speed to Answer threshold
has been reached, but prior to an agent taking the Call.



Call Answer—A Call is considered answered when the caller is interacting with a Help Desk agent or
when a caller is interacting with a VRU.



Call Back—Defined as a follow-up call to an End User after a Trouble Ticket is closed to determine
level of End User satisfaction.



First Contact—Initial contact with a Help Desk human operator is defined as ACS response via
telephone, email, web chat resulting from an Incident or Service Request.



First Call Resolution—The percentage of in-scope problem Calls received during the month by the
Help Desk, resulting in the creation of a ticket that is resolved while the End-User is still on
the phone. This excludes calls received regarding out-of-scope requests and Trouble Tickets
initiated via email or voicemail.



Help Desk Trouble Ticket—Refers to a unique logical electronic record to create, update, maintain
and archive each Incident. A Help Desk Trouble Ticket is used to record all ACS, Symetra End User,
Symetra technical staff and Third Party interaction pertaining to an Incident and all related
actions, and corresponding date/time, taken to resolve an Incident, from the time it is first
reported to the Help Desk until Incident Resolution and closure by the Help Desk. Also, it is used
for application change-control traceability.



How to — An End-User request regarding how to use a feature or function of Help Desk supported
software or hardware.



IMAC — Installations, Moves, Adds, Changes — General term for the routine work performed on
computer equipment including installations, relocations and upgrades.



Incident Resolution Time — The time elapsed from the initiation of the Trouble Ticket until
Service is restored.





Level 1 — Routine event. The Level 1 Help Desk is the support hot line. It acts as the
human SPOC for all technology-related problems (internal applications to shrink-wrapped
software; LANs; hardware break/fix and more) and Service Requests. Incidents not resolved at
the Level 1 support are passed to Level 2 and/or Level 3 support personnel. Level 1 is
involved mostly in incident case management (e.g. including user management, incident
management, password/access security, coordinating IMACs).



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Symetra Life Insurance Company (Symetra) 

Schedule 2F—Help Desk Services SOW




Level 2 — Specialized problem or Symetra executives. Level 2 support resolves escalated
incidents that require greater depth of knowledge (e.g. IT service tower subject matter
expert), standard desk side support and executive desk side and/or phone support.




Level 3 — Complex problem. Level 3 support resolves escalated Incidents that require third
parties such as hardware and software vendors, Symetra technical resources and or other
service providers to assist or resolve issues.


Staffed Support—Refers to those hours during which ACS must have skilled Help Desk staff available
to personally answer calls and provide Help Desk support to Symetra End Users. Such support
includes answering phone calls and e-mails, opening trouble tickets, First-Call Problem Resolution,
categorizing and routing Trouble Tickets, monitoring open Trouble Ticket status, and escalating
problems which are unresolved within the Incident Priority Level time requirements.



Measurement Interval —Refers to the period of time performance will be calculated taking into
consideration the impact of continuous outage. For example, a monthly measurement interval for a
99% Minimum Performance for a 7x24 system with 8 hours of weekly planned downtime would allow 6.4
hours of a continuous outage with no other outages during the month. A weekly interval would only
allow 1.6 hours of a continuous outage.



Normal Help Desk Business Hours—For the purposes of coverage and critical response times, Symetra
has defined the normal business hours “windows of operations” (excluding normally scheduled company
holidays) for the North American Region. Days and times falling out of these ranges are considered
outside of Normal Help Desk Business Hours. Normal Help Desk Business Hours are as follows:




	 	 	 
	Category	 	Business Hours
	Password 

Support

	 	24x7x365
	 
	 	 
	End User 

Support

	 	Mon-Fri. 0400-1900
	 
	 	 
	Symetra IT
Operations
and Technical
Support

	 	24x7x365





Note: IT operations and Technical Support refers to tracking incidents reported by Symetra
technical staff not requiring Level 1 Help Desk support.



Outage — A specialized case of an End-User Break/Fix call affecting a substantial group of
End Users (“flood calls”); calls are placed to the service desk to inform, inquire or complain
about accomplishing tasks with, accessing or operating IT resources.



Password Reset — A specialized End-User request to regain access privileges to IT resources.



Reporting Interval — The time span between regular performance reporting periods.




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Symetra Life Insurance Company (Symetra) 

Schedule 2F—Help Desk Services SOW




Self-Help—Refers to automated/electronic means made available directly to End Users to assist
in fulfilling various Service Requests not requiring personal assistance, including End User’s
ability to track Trouble Ticket status and enter Service Requests without calling the Support
Center.



Priority Levels — Symetra-defined category that identifies the degree of Incident importance and
associated ACS response requirements attributed to an Incident.



Table 13. Priority Levels




	 	 	 	 	 
	Priority Level	 	Description
	1 - Emergency/Urgent	 	The problem has caused a complete and immediate work stoppage affecting a
primary business process or a broad group of End Users such as an entire
department, floor, branch, line of business, or external customer. No work
around available.
	 
	 	 	 	 
	 	 	Examples:
	 
	 	 	 	 
	 

	 	 	 	Major application problem (e.g. payroll, call center, etc.)
	 
	 	 	 	 
	 

	 	 	 	Severe problem during critical periods (e.g. month-end processing)
	 
	 	 	 	 
	 

	 	 	 	Security Violation (e.g. denial of service, widespread virus, etc.)
	 
	 	 	 	 
	2 - High	 	A business process is affected in such a way that business functions are
severely degraded, multiple End Users are impacted or a key customer is
affected. A workaround may be available; however the workaround is not easily
sustainable.
	 
	 	 	 	 
	 	 	Examples:
	 
	 	 	 	 
	 

	 	 	 	Major application (e.g. exchange)
	 
	 	 	 	 
	 

	 	 	 	VIP Support
	 
	 	 	 	 
	3 - Medium	 	A business process is affected in such a way that certain functions are
unavailable to End Users or a system and/or service is degraded. A workaround
may be available
	 
	 	 	 	 
	 	 	Examples:
	 
	 	 	 	 
	 

	 	 	 	Telecommunication problem (e.g. Blackberry, PBX digital/analog card)
	 
	 	 	 	 
	 

	 	 	 	Workstation problem (e.g. hardware, software)
	 
	 	 	 	 
	4 - Low	 	An Incident that has little impact on normal business processes and can be
handled on a scheduled basis. A workaround is available.
	 
	 	 	 	 
	 	 	Examples:
	 
	 	 	 	 
	 

	 	 	 	End User requests (e.g. system enhancement)
	 
	 	 	 	 
	 

	 	 	 	Peripheral problems (e.g. network printer)
	 
	 	 	 	 
	 

	 	 	 	Preventative Maintenance
	 
	 	 	 	 
	 

	 	 	 	Benchmarks






Service Request — A service request call or an e-mail regarding a range of support-specific
service offerings.



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Symetra Life Insurance Company (Symetra) 

Schedule 2F—Help Desk Services SOW




Speed-to-Answer—Total elapsed time from the point that the Help Desk automated call director (ACD)
call-circuitry places a call into queue until a human operator picks up the call.



4.3 Service Level Requirements (SLRs)




ACS shall meet the following SLRs commencing on the Handover Date (unless a different
date is expressly set forth in a particular SLR) that is applicable to Help Desk Services. SLRs
associated with fee reductions are detailed in Schedule 5  — Fee Reductions. All times referenced
are in Pacific Standard Time.



Table 14. Intentionally Deleted



This table intentionally left blank.




Table 15. Response Time SLR





			
	Definition	 	Response Time is the number of seconds or cycles
it takes any representative of Symetra to connect with
ACS’s contact center representative. ACS will provide
toll free telephone lines in adequate quantity to
handle call volume, ACD system to record call date,
time and duration information, and electronic interface
to all systems for monitoring and reporting.


SLR Response Time coverage is Monday — Friday 0400-1900





Response Time




	 	 	 	 	 	 	 
	Help Desk	 	 	 	 	 	 
	Responsiveness	 	Service Measure	 	Performance Target	 	SLR
	Speed-to-Answer

	 	Phone response time
	 	£ 30 sec
	 	[***]%
	 
	 	 	 	 	 	 
	Call Abandonment
rate

	 	Phone response time
	 	£5%
	 	[***]%
	 
	 	 	 	 	 	 
	Email response rate

	 	Online response time
	 	£ 1 hour
	 	[***]%
	 
	 	 	 	 	 	 
	Voicemail response
rate

	 	Voicemail response
time (from manual
input into the
ticketing system)
	 	£30 minutes
	 	[***]%
	 
	 	 	 	 	 	 
	 	 	Formula	 	Number of events per event type
within performance Target / total
number of events per type during
Measurement Interval = “Percent (%)
Attained"
	 
	 	 	 	 	 	 
	 	 	Measurement Interval	 	Capture daily, measure monthly,
report monthly within approved
operational windows
	 
	 	 	 	 	 	 
	 	 	Measurement
Tool/Source Data	 	To be agreed by the Parties






Table 16. Incident Resolution SLR




Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the Securities and
Exchange Commission.



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Symetra Life Insurance Company (Symetra) 

Schedule 2F—Help Desk Services SOW





			
	Definition	 	The time elapsed from the initiation of the Trouble Ticket until service is restored.
SLR is based on coverage for Monday — Friday 0400-1900





Incident Resolution




	 	 	 	 	 	 	 
	Help Desk Incident	 	 	 	 	 	 
	Resolution	 	Service Measure	 	Performance Target	 	SLR
	First Contact
Resolution of
Trouble Tickets

	 	First Contact Resolution of Trouble Tickets
	 	70% with <5% recalls
	 	[***]%
	 
	 	 	 	 	 	 
	(SLA/SLR will be in
effect 60 days
after production
deployment date)
	 	 	 	 	 	 
	 
	 	 	 	 	 	 
	Time to Resolution
— Shrink Wrap App
Incidents

	 	Elapsed time
	 	2 hours with <5% recalls
	 	[***]%
	 
	 	 	 	 	 	 
	(SLA/SLR will be in
effect 60 days
after production
deployment date)
	 	 	 	 	 	 
	 
	 	 	 	 	 	 
	Incident Closure
Notice (via e-mail
and/or phone)

	 	Elapsed time
	 	20 minutes following incident resolution
	 	[***]%
	 
	 	 	 	 	 	 
	Root Cause Analysis

	 	Schedule
	 	Provide monthly review of recurring
problem areas and resolutions
	 	[***]%
	 
	 	 	 	 	 	 
	 	 	Formula	 	Number of instances within performance Target / total number of instances during
Measurement Interval = “Percent (%) Attained”
	 
	 	 	 	 	 	 
	 	 	Measurement Interval	 	Capture daily, measure monthly, report monthly within approved operational windows
	 
	 	 	 	 	 	 
	 	 	Measurement Tool/Source Data	 	To be agreed by the Parties






Table 17. Account Administration SLR





			
	Definition	 	Routine functions, such as setting up user
IDs, changing user authorization tables, changing
account codes and similar functions, which are
handled by ACS.
SLR coverage is based on Mon-Fri. 0400-1900





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the Securities and
Exchange Commission.



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Symetra Life Insurance Company (Symetra) 

Schedule 2F—Help Desk Services SOW




Account Administration




	 	 	 	 	 	 	 
	User Account	 	 	 	 	 	 
	Administration	 	 	 	 	 	 
	Tasks	 	Service Measure	 	Performance Target	 	SLR
	New User Account
(up to 5 per request)

	 	Elapsed time
	 	Completed within 1
business day of
authorized request
	 	[***]%
	 
	 	 	 	 	 	 
	New User Account
(6-20 per request)

	 	Elapsed time
	 	Completed within 3
business days of
authorized request
	 	[***]%
	 
	 	 	 	 	 	 
	New User Account
(20+ per request)

	 	Elapsed time
	 	Case by case
	 	N/A
	 
	 	 	 	 	 	 
	Password Reset

	 	Elapsed time
	 	Completed within 5
minutes of receipt
of request
	 	[***]%
	 
	 	 	 	 	 	 
	Privilege Changes

	 	Elapsed time
	 	Within 4 business
hours of Symetra
authorized request
	 	[***]%
	 
	 	 	 	 	 	 
	Disable User Account

	 	Elapsed time
	 	Within 60 minutes
of Symetra
authorized request
	 	[***]%
	 
	 	 	 	 	 	 
	Terminate User Account

	 	Elapsed time
	 	After 14 days of
authorized request
	 	[***]%
	 
	 	 	 	 	 	 
	Procurement Request

	 	Elapsed time
	 	Request entered
within 1 business
day
	 	[***]%
	 
	 	 	 	 	 	 
	 	 	Formula	 	Number of instances within performance
Target / Total number of instances
during Measurement Interval = “Percent
(%) Attained”
	 
	 	 	 	 	 	 
	 	 	Measurement Interval	 	Capture daily, measure monthly, report
monthly within approved operational
windows
	 
	 	 	 	 	 	 
	 	 	Measurement Method/Source Data	 	To be agreed by the Parties






Table 18. Customer Satisfaction SLR




Customer Satisfaction




	 	 	 	 	 	 	 
	Customer	 	 	 	 	 	 
	Satisfaction	 	Service Measure	 	Performance Target	 	SLR
	Periodic Sample

	 	Response/Distribution
rate
	 	10% of closed
trouble tickets
surveyed within 72
hours of closing
ticket
	 	[***]%
	 
	 	 	 	 	 	 
	Periodic Sample
Satisfaction

	 	Symetra Satisfaction rate
	 	End Users surveyed
should be very
satisfied or
satisfied
	 	[***]%






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the Securities and
Exchange Commission.



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Symetra Life Insurance Company (Symetra) 

Schedule 2F—Help Desk Services SOW




Customer Satisfaction




	 	 	 	 	 	 	 
	Customer	 	 	 	 	 	 
	Satisfaction	 	Service Measure	 	Performance Target	 	SLR
	Scheduled Survey
(conducted
annually)

	 	Symetra Satisfaction rate
	 	End Users surveyed
should be very
satisfied or
satisfied
	 	[***]%
	 
	 	 	 	 	 	 
	 	 	Formula	 	1. Number of responses with a very
satisfied or satisfied rating/total number
of responses

	 
	 	 	 	 	 	 
	 	 	 	 	2. Sum of survey results from each
participant/total number of participants
responding to Periodic Sample

	 
	 	 	 	 	 	 
	 	 	 	 	3. Sum of survey result from each
participant/total number of participants
responding to Scheduled Survey

	 
	 	 	 	 	 	 
	 	 	Measurement Interval	 	See table above for survey period.
	 
	 	 	 	 	 	 
	 	 	Measurement Method/Source Data	 	 To be agreed by the Parties






4.4 Reports




Without limiting the terms of Section 2.11.1 of the Agreement, ACS shall provide written
reports to Symetra regarding ACS’s compliance with the SLRs and other Help Desk activity reports
specified in this Help Desk Services SOW.



5.0 Referenced SOW Appendices and SOW Schedules




5.1 Referenced Help Desk Services SOW Appendices




	 	 	 
	SOW Appendix	 	Description
	F.1

	 	Help Desk Supported Software
	F.2

	 	Help Desk Supported Hardware






5.2 Referenced ITSA Schedules




	 	 	 
	ITSA Schedule	 	Description
	Schedule 2A

	 	Cross Functional Services SOW
	Schedule 2B

	 	Enterprise Operations Center Services SOW
	Schedule 2C

	 	Distributed Computing Services SOW
	Schedule 2D

	 	Data Network Management Services SOW
	Schedule 2E

	 	Voice Communications Services SOW
	Schedule 3

	 	Fees
	Schedule 5

	 	Fee Reductions






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by
Symetra Financial Corp., this information has been filed separately with the Securities and
Exchange Commission.



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Help Desk Supported Hardware and Software

F.1 — Help Desk Supported SW




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Symetra Distributed	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Applications	 	Help Desk Supported	 	Core Image Applications	 	Standard	 	Not Supported	 	Bus. Needs Req.	 	License count	 	Site License	 	 	Limited Quantity amount	 	 	Notes	 
	Office Suite Applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Office 2003 (Access, Excel,
Outlook, Powerpoint, Word)
	 	x	 	x	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Spreadsheet Applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Lotus 123
	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Word Processing
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	WordPerfect 6.1
	 	x	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 
	Presentation Applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Harvard Instant Charts
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Desktop Publication Apps.
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Adobe Acrobat
	 	x	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 
	Adobe Reader 5.05
	 	x	 	x	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Frontpage
	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Publisher
	 	x	 	x	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Graphic Design applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Grabbit 2.5
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Local Database Applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	None
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Database Reporting Apps
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Crystal Reports
	 	x	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 
	Reports Facilitator
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Database Client
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	None
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Terminal Emulator Apps.
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	ProComm Plus
	 	 	 	 	 	 	 	x	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 
	Terminal Server applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Citrix Client
	 	x	 	x	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Miscsoft RDP Terminal Service
Client
	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	E-mail applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Exchange
	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	MailMarshal — scanning
	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	PDA applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Blackberry Desktop Software
v3.6 service pack 2
	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Calendar applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Outlook
	 	x	 	x	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Accounting applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	MFACT
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Microcash for Windows
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Finance applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Flexsoft
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	FundStation
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Quicken
	 	 	 	 	 	 	 	x	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 
	Programming applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Remedy (Action Request)
	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Seaview
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Management Tool Apps
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	None
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	VPN applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Extranet Access Client
	 	x	 	x	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Contivity Client
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	AT&T Dialer
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Internet applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Internet Explorer 5.5 sp2
	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Communication
applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	CentreVue
	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 






					
	 	 	 	 	 
	Confidential Information—For internal use only.
	 	1
	 	 
















Table of Contents






Help Desk Supported Hardware and Software

F.1 — Help Desk Supported SW




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Symetra Distributed	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Applications	 	Help Desk Supported	 	Core Image Applications	 	Standard	 	Not Supported	 	Bus. Needs Req.	 	License count	 	Site License	 	 	Limited Quantity amount	 	 	Notes	 
	Language Interpretation
Services
	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Lanier (old NICE calls)
	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	NICE Universe
	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Phone 2PC Recording
	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Faxing applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Enterprise Fax Manager
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Fax Util
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	RightFax
	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	WinFax
	 	x	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 
	Flowcharting applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Visio
	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Visio Viewer
	 	x	 	x	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Contact Management Apps
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Bacon’s MediaSource
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Project Tracking Apps
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Project
	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Simply TIME (task
manager)
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Virus applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Norton Anti-Virus
	 	x	 	x	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Print Utility applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	PrintNow!
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Scanning Software Apps
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	None
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Handicap Utility
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	None
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Video Conferencing Apps
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	None
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Security applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Cyber Gatekeeper Agent
	 	x	 	x	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	CyberArmor
	 	x	 	x	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	FAZAM 2000
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	PowerQuest
	 	 	 	 	 	 	 	x	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 
	Symantec Antivirus 8.01
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Reference applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	NILS
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Operating Systems Apps
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Windows 2000 sp3
	 	x	 	x	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Undefined applications
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Ameritech White and Yellow
Pages
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Catapult Training
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Chase Insight & Reporter
	 	 	 	 	 	 	 	x	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 
	Desktop Submit
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	EFTPS for Windows 01.07.01
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	EOSI/CLAS (Library copyright)
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Extra! 6.71
	 	x	 	x	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	EZ2000
	 	 	 	 	 	 	 	x	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 
	FlashPlayer 7.0.19.0
	 	x	 	x	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	ICW Required
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Iomega Tools
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Message Manager
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	MMCD
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	MSDN
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	PBS
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	DirectX 8.1
	 	 	 	 	 	 	 	 	 	x	 	x	 	 	 	 	 	 	 	 	 	 	 	 
	Panagon Document Management
	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 






					
	 	 	 	 	 
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Table of Contents






Help Desk Supported Hardware and Software

F.1 — Help Desk Supported SW




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Symetra Distributed	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Applications	 	Help Desk Supported	 	Core Image Applications	 	Standard	 	Not Supported	 	Bus. Needs Req.	 	License count	 	Site License	 	 	Limited Quantity amount	 	 	Notes	 
	PCAnywhere
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	PGP Encryption
	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	PowerSelect
	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Qview4
	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	RoboHelp Office 2000
	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Skill Vantage
	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Snag-It! (screen shot capture)
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Source OffSite 3.5.1
	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Spencer CD
	 	 	 	 	 	 	 	x	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 
	Trellis
	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Unicenter
	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	UVT
	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Web IIS
	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	WebTrends
	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	WELL Concession Calculator
	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Window’s MDAC 2.61 sp2
	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Window’s Media Player 7.1
	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Winrapid Teledex
	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	WinZip 8.1
	 	 	 	 	 	 	 	 	 	x	 	 	 	 	 	 	 	 	 	 	 	 	 	 






					
	 	 	 	 	 
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Table of Contents





Help Desk Supported Hardware & Software

F.2 — Help Desk Supported SW




Compaq dc5000

IBM ThinkPad T40

IBM ThinkPad T41

IBM ThinkPad T20

IBM ThinkPad T21

IBM ThinkPad T22

IBM ThinkPad T23

Monitor — Compaq V7550 17”

Monitor — NEC FE991sb 19”

Monitor — Compaq P1210 21”

HP LaserJet 2100

HP LaserJet 4P, 5P, 4Plus, 6PXI

HP LaserJet 4, 4Si, 5, 5Si

LaserJet 4000, 4000T, 4050, 4050N, 8000

Dymo (Co-star) Printer

56K Fax Modem V.90 Internal 3COM U.S. Robotic

USR EXT 56K Modem V.92 Black Casing

Belkin Modem Cable — 9 Pin.

Network Card — IBM Token Ring Adapter 2, with Wake On LAN

IBM Turbo T/R Adapter 16/4 (ISA)*

IBM Turbo T/R Adapter 16/4 (ISA)*

3COM 10/100 PCI DESKTOP MGT Ethernet Adapter

IBM 3278/9 Emulation Adapter

RIM Blackberry 7280

RIM Blackberry 6210

RIM Blackberry 7230

Keyboard

Mouse




					
	 	 	 	 	 
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Table of Contents






Symetra Life Insurance Company

Schedule 2G — Output Processing Services SOW




Schedule 2G – Output Processing Services SOW 




OCTOBER 28, 2004




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Table of Contents




	 	 	 	 	 
	1.0 PROJECT AND SERVICES OVERVIEW
	 	 	3	 
	 
	 	 	 	 
	1.1 Assumptions
	 	 	3	 
	1.2 Scope of Output Processing
	 	 	3	 
	1.3 Business Objectives
	 	 	5	 
	1.4 Technical Objectives
	 	 	5	 
	1.5 Service Locations
	 	 	6	 
	1.6 Confidentiality
	 	 	6	 
	1.7 Out of Scope
	 	 	6	 
	1.8 Staffing
	 	 	6	 
	 
	 	 	 	 
	2.0 OUTPUT PROCESSING SPECIFICATIONS
	 	 	8	 
	 
	 	 	 	 
	2.1 Current Output Processes for Symetra
	 	 	8	 
	2.1.1 Statements Processing
	 	 	9	 
	2.1.2 Deferred Annuity Contracts and Individual Life Policies
	 	 	17	 
	2.1.3 Billing Statements
	 	 	21	 
	2.1.4 Check Printing
	 	 	24	 
	2.1.5 Taxes
	 	 	26	 
	2.1.6 Correspondence
	 	 	28	 
	2.2 Test Environments
	 	 	39	 
	2.3 Test Outputs
	 	 	39	 
	2.4 Audit Reports
	 	 	39	 
	2.5 Proof of Mailing
	 	 	39	 
	2.6 Printed Output Archive
	 	 	39	 
	2.7 Forms
	 	 	41	 
	2.7.1 Documerge Forms
	 	 	41	 
	2.7.2 Line Text Forms
	 	 	41	 
	2.7.3 Page Segments
	 	 	41	 
	2.7.4 Overlays
	 	 	42	 
	2.7.5 Character Sets
	 	 	43	 
	2.7.6 Pre-printed Forms
	 	 	44	 
	2.7.7 Forms Conversion
	 	 	44	 
	2.7.8 Forms Coding and Maintenance
	 	 	45	 
	2.8 File Transfers
	 	 	46	 
	2.8.1 Outgoing Files (from Symetra/Infrastructure Third Party vendor)
	 	 	46	 
	2.8.2 Incoming Files (to Symetra)
	 	 	46	 
	2.8.3 Specify the Following
	 	 	46	 
	2.8.4 File Sizes
	 	 	46	 
	2.9 Future Needs
	 	 	50	 
	2.9.1 Income Annuities
	 	 	50	 
	2.9.2 Agent Compensation Statements
	 	 	50	 
	2.9.3 Paris Annuity Case Statements and Annuity Billing Statements
	 	 	50	 
	2.9.4 Tax Forms From Finance
	 	 	50	 
	2.9.5 Retirement Services Confirms, Audit Reports, RMD Letters, and Commission Reports
	 	 	51	 
	2.9.6 Mortgage Loan 1098’s
	 	 	51	 
	2.9.7 All Systems
	 	 	51	 
	Appendix A – System Flows
	 	 	52	 






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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW




1.0 Project and Services Overview



Output processing systems and software that were owned by Safeco and used to process Symetra
daily mainframe1 printed outputs will become unavailable after transition to ACS. The
goal of this project is to transfer the printed output services currently provided by Safeco to
ACS. These Services include daily cut-sheet and forms-based printing, assembly, distribution,
mailing, forms coding, data security, and archiving of printed output images. These needs are
further defined within this Output Processing Services SOW.



This project is part of the Symetra transition program, which is responsible to ensure an
integrated and successful overall transition from Safeco to Symetra.



In parallel, this project is:





	 	•	 	Linked to an “in flight” document and Content Management SOW project that will address
post-transition requirements for: document scanning, indexing, and document and image
storage
	 
	 	•	 	Linked to an “in flight” print fulfillment project
	 
	 	•	 	Required to support our ability to provide information through our agent/customer portal.





1.1 Assumptions



ACS will provide support services per Schedule 2A – Cross Functional Services. Related project
assumptions include:





	 	•	 	ACS will establish an Symetra approved project schedule including key milestones and
will manage to that project schedule.
	 
	 	•	 	ACS will develop and Symetra will approve installation and cutover plans for those
phases of the project allowing coordinated planning and the least possible disruption to
current users.
	 
	 	•	 	Upon project completion, Symetra will have an operational report per the design with
complete documentation.
	 
	 	•	 	After implementation, ACS will provide ongoing services support by keeping hardware, and
software current.
	 
	 	•	 	ACS will provide recommendations to improve output processing





1.2 Scope of Output Processing



Output processing includes, but is not limited to the following:





	 	•	 	Output service deliverables:






	 	–	 	form coding and form management
	 
	 	–	 	page segments and overlays — creation and maintenance
	 
	 	–	 	data/forms/overlay conversion
	 
	 	–	 	forms library maintenance and management
	 
	 	–	 	generation of print streams from daily extract files
	 
	 	–	 	printing —  local to Symetra and outsourced
	 
	 	–	 	post-processing and document assembly
	 
	 	–	 	conversion of current archived output documents to ACS systems
	 
	 	–	 	printed output image archiving
	 
	 	–	 	web intranet portal to access data from archive
	 
	 	–	 	access to archived data
	 
	 	–	 	development and testing processes
	 
	 	–	 	data security
	 
	 	–	 	customer privacy
	 
	 	–	 	disaster recovery
	 
	 	–	 	infrastructure / technology environment







 




			
	1	 	To distinguish it from marketing, and other
types of outputs.




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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW








	 	–	 	work flow training
	 
	 	–	 	interfaces
	 
	 	–	 	testing
	 
	 	–	 	data transfer
	 
	 	–	 	reports
	 
	 	–	 	documentation
	 
	 	–	 	technology support for Symetra departments and associated End Users in
the initial implementation.






	 	•	 	Implementation and acceptance of all output service deliverables to Symetra for the
following departments:






	 	–	 	Sales & Marketing
	 
	 	–	 	Compliance
	 
	 	–	 	Individual Life
	 
	 	–	 	Income Annuities
	 
	 	–	 	Group
	 
	 	–	 	Retirement Services
	 
	 	–	 	Life Finance
	 
	 	–	 	Mortgage Loans
	 
	 	–	 	SIS




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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW









1.3 Business Objectives



General





	 	•	 	Move toward more automated printing, processing and mailing/distribution.
	 
	 	•	 	Outsource large volume and fully automated processes to ACS facilities
	 
	 	•	 	Update and improve processes during the transition




Policies, contracts and statements





	 	•	 	Limited local printing capability – policies and contracts
Checks
	 
	
Checks
	 
	 	•	 	Local on the spot check printing capability and automated printing and mailing at ACS facilities
	 
	 	•	 	Support three processes that currently produce checks: CDS, Payroll, Accounts Payable,
Mutual Funds and SIS, and using a variety of different check stocks.




Taxes





	 	•	 	Convert overlays to forms
	 
	 	•	 	Produces both printed output and tapes to meet federal and state requirements.

	 
	
Archive
	 
	 	•	 	ACS must provide access to archive documents via web browser





1.4 Technical Objectives



The following mainframe systems have output processing feeds that need to be captured and
processed;
Cyberlife with IPS and work flow system (ViewStar), Paris, Vantage, LAB-Income Annuities, RPS, DSS,
FMS systems, and Group Systems.



Specifications are presented in 9 parts in Section 2 of this Output Processing Services SOW –
Output Processing Specifications:





	 	1.	 	Current output processes for Symetra
	 
	 	2.	 	Test outputs
	 
	 	3.	 	Audit reports
	 
	 	4.	 	Proof of mailing
	 
	 	5.	 	Printed output archive
	 
	 	6.	 	Forms
	 
	 	7.	 	File transfers
	 
	 	8.	 	Process flows
	 
	 	9.	 	Future needs




The majority of applications that generate printed output are vendor systems and reside on the
mainframe – IBM z/OS with primarily DB2 and limited IMS databases. The extract files are mainly
COBOL output formats. These applications are currently supported on Safeco’s systems but they will
be migrated to ACS concurrent with the efforts of this project.




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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW





The following environment and Services are required, but are not limited the following, to assist
in this transition:





	 	1.	 	Network with adequate capacity for file transfer to and from Symetra primary and
secondary locations
	 
	 	2.	 	Temporary/intermediate storage capacity for all specified extract files
	 
	 	3.	 	Printed output archive
	 
	 	4.	 	Portal to access archived printed output data/images, forms, and test outputs
	 
	 	5.	 	Forms creation and management software
	 
	 	6.	 	Forms library
	 
	 	7.	 	Print stream generation software/hardware
	 
	 	8.	 	Cut sheet, special forms and check printers
	 
	 	9.	 	Post processing/mailing preparation systems
	 
	 	10.	 	Mail sorting address correction reporting software
	 
	 	11.	 	Life insurance policies and annuity contracts are forms intensive. Content and
appearance must match the approved state-filed form to meet with state and federal
compliance requirements.





1.5 Service Locations



Printed outputs fall into two categories: ACS location and Symetra local. Fully automated
mailings, such as annual and quarterly statements are those that can be printed processed and
mailed directly from ACS’ locations.



Outputs that are not fully automated are those that require manual processing by the originating
business operations department. These printed outputs must be made available according to Section
2 to this Output Processing Services SOW — Output Processing Specifications. Symetra data center
space can be made available for limited local printing.




1.6 Confidentiality



ACS will be responsible for adhering to Symetra confidentiality policies. Extract files, and
related printed output will include sensitive customer financial information. Secure data transfer
to and from Symetra, secure processing, secure data storage, secure disposal, where applicable, and
strict control of data access are required.




1.7 Out of Scope





	 	•	 	Network printer outputs – addressed in the Data Center Services SOW (Schedule 2B)
	 
	 	•	 	Reports, both hardcopy and online in Control D – addressed in the Data Center Services
SOW (Schedule 2B)
	 
	 	•	 	Marketing material for agents, etc. – print/fulfillment/supply/distribution project
	 
	 	•	 	Document and image scanning, storing, retrieving — document management systems and
content management systems project





1.8 Staffing



ACS shall provide all personnel required to support the Services/specifications as defined in
Section 2 of this Output Processing Services SOW. The following chart depicts Symetra’s project
organization and the primary customers of Output Processing Services.




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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW







Figure 1: Symetra Project Organization Chart









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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW







2.0 Output Processing Specifications



These specifications represent descriptions of current processes that must be replicated.
These processes do not necessarily need to be duplicated exactly as presented here.
Recommendations for improvements that are more cost efficient and are in line with the proposed
schedule and project scope are encouraged.



ACS may propose either, processing and printing from the data extract files provided by Symetra
systems, or replacement software systems and printing the output streams created by those software
systems.




2.1 Current Output Processes for Symetra



The outputs described here will continue to be required after transition from Safeco. The
minimum requirement is to reproduce the outputs the same as today. Recognizing that there have not
been any efforts made to optimize these outputs for outsourcing, recommendations for improvements
in the data extract structures, file sizes and processes will be considered when compatible with
the defined time frame and project scope.



The outputs are described as currently processed and produced, and have been separated into
categories with similar or common characteristics. The outputs are produced in various formats,
using cut sheet paper, roll-fed cut sheet paper, or pre-printed forms. All outputs are currently
printed black on white. Reports and program listings using continuous feed forms are not in scope.
Rather, they are part of the infrastructure replacement project.



The outputs vary in design, with some using application-formatted text and plain paper or
pre-printed forms, some using printer overlays, and some using Safeco’s current electronic print
system (EPS) with Documerge software.



Some outputs are automated so that they can be printed, processed and mailed directly to the
recipient from ACS’ chosen processing location. However, there are some outputs that will require
local printing due the need for manual processing and/or to business processing time constraints.




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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW







2.1.1 Statements Processing



Symetra statements are currently processed in-house using Documerge as the print stream
generator. This functionality must be replaced. The bulk of these statements can be generated,
printed, processed and mailed in an automated manner.



Statements are currently produced by four vendor applications listed below:





	 	•	 	CK4 (CSC) — Converting to CyberLife in September 2004 – individual life annual statements
	 
	 	•	 	Vantage-One (CSC) – deferred annuity statements
	 
	 	•	 	Paris – deferred annuity statements and deferred annuity case statements
	 
	 	•	 	DSS (CSC) — distribution support system — agent compensation





2.1.1.1 Individual Life Insurance Statements



Annual universal life insurance statements are produced daily based on policy anniversary date.
Variable life insurance statements are produced quarterly. The extracts, including both types, are
produced by the CK4 policy administration system. This system will be upgraded to CyberLife during
2004, but the output processing will remain the same.



The statement extract is created during nightly batch processing and is sent to an enterprise
output system application (EOS) that sorts and formats the data, then generates the print stream
using Documerge, and splits it into appropriate print jobs (e.g., bi-fold, flat, agent copy, etc.).





Functional Requirements 




	 	•	 	Normal handling statements are printed and processed with Gunther post-processing
systems where they are automatically sorted, packaged and readied for mailing. A Third
Party vendor processes this mail to provide efficiency and reduced postage costs (bulk
mailing).
	 
	 	•	 	Agent copies are produced for both normal and special handling statements.
	 
	 	•	 	Bi-fold packaging is preferred to reduce mailing costs. There is an automatic
changeover to flat when a page count threshold is exceeded (~10 pages) and the fold becomes
difficult.
	 
	 	•	 	Overflow jobs are used to handle situations where more than 95 pages (reasonable flat
limit) are to be packaged together.
	 
	 	•	 	There are no inserts.






Business Requirements 




	 	•	 	Normal handling statements can be printed, processed and mailed directly to the
recipient.
	 
	 	•	 	All special handling statements are printed and returned to Symetra for manual
processing and mailing.
	 
	 	•	 	Special request statements are manually processed by Symetra and must be completed by
8:00 AM the following Business Day. This may require local printing.
	 
	 	•	 	Proof of mailing is required.






Archiving




Customer statements are archived in AFP format. The files are stored on tape, with the past 18
months also stored on DASD and available for on-line viewing. Direct access is provided to
customer service representatives (CSR) and indirect access is also provided through a web-based
application for customers, agents and CSR’s. The stored AFP document is converted to a PDF on
the fly for convenient handling and viewing.



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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW




Print Volumes



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	January	 	February	 	March	 	April	 	May
	Job	 	Description	 	Output File Format	 	Run Times	 	2004	 	2004	 	2004	 	2004	 	2004
	LISA0102
	 	CK4 extract - feeds EOS application	 	COBOL extract	 	10:00 PM 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	EOS03LFB
	 	Process life extract files (UL & VUL)	 	Documerge printstream	 	10:00 PM	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	EOS04LFB
	 	Split output between flats and bifold	 	Documerge printstream	 	10:00 PM	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	EOS04400
	 	Print special request statements	 	Documerge printstream	 	11:00 PM	 	 	2,651	 	 	 	1,825	 	 	 	1,014	 	 	 	1,304	 	 	 	1,442	 
	EOS04410
	 	Print customer statements - flats	 	Documerge printstream	 	11:00 PM	 	 	285	 	 	 	223	 	 	 	298	 	 	 	234	 	 	 	354	 
	EOS04420
	 	Print customer statements - bifold	 	Documerge printstream	 	11:00 PM	 	 	52,675	 	 	 	54,469	 	 	 	56,212	 	 	 	58,164	 	 	 	53,593	 
	EOS04450
	 	Print agent copies - flats	 	Documerge printstream	 	11:00 PM	 	 	13,485	 	 	 	12,549	 	 	 	14,860	 	 	 	14,834	 	 	 	13,543	 
	EOS04460
	 	Print agent copies - bifold	 	Documerge printstream	 	11:00 PM	 	 	33,045	 	 	 	37,171	 	 	 	34,197	 	 	 	38,663	 	 	 	34,322	 
	EOS04470
	 	Print agent copies - Bifold	 	Documerge printstream	 	11:00 PM	 	 	2,197	 	 	 	1,491	 	 	 	836	 	 	 	2,038	 	 	 	1,262	 
	—
	 	Total impressions per month	 	—	 	 	 	 	104,338	 	 	 	107,728	 	 	 	107,417	 	 	 	115,237	 	 	 	104,516	 
	—
	 	Approximate packages per month	 	—	 	 	 	 	25,000	 	 	 	26,000	 	 	 	26,000	 	 	 	29,000	 	 	 	25,000	 







Forms 



	 	 	 
	Forms are hard coded in the application.
	 	 
	Statement front page:

	 	LO-1215/EP 6/02
	Second and continuing pages:

	 	LO-1216/EP 6/02






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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW



2.1.1.2 Deferred Annuity Statements



Deferred annuity statements are produced daily from extracts produced by Vantage-One (job LVF02420)
and Paris annuity administration systems (job LPA1S230). The EOS feed is EOS03LFS. Normal handling
deferred annuity statements are produced quarterly. Quarterly statements run on the first Business
Day following quarter end for the Vantage-One system and on days 2 through 5 for the Paris system.
The runs are in the months of January, April, July and October.



The trigger event for normal quarterly statement production is the first Business Day of the new
quarter for Vantage-One, and the second, third and fourth Business Days for Paris. The statement
extract is created during nightly batch processing and is sent to an enterprise output system
application (EOS) which sorts and formats the data, then generates the print stream using Documerge
and splits it into appropriate print jobs (bi-fold, flat, agent copy, etc.). Due to the volume
produced at quarter-end, the print stream is separated into approximately 12,000 page print jobs.



During the rest of the quarter, smaller special request statements are produced daily. These
statements are automatically produced when transactions are backdated over the previous quarter
end, and for special requests. Both Paris and Vantage statements can be processed at the same
time.





Functional Requirements




	 	•	 	Normal handling statements are printed and then processed with Gunther post-processing
systems where they are automatically sorted, packaged and readied for mailing. A Third
Party vendor currently processes this mail for efficiency and reduced postage costs.
	 
	 	•	 	Agent copy statements are also produced and mailed for both normal and special handling
(these are intermixed from Vantage-One and are a separate output from Paris.
	 
	 	•	 	First quarter statements carry a two-page, inline privacy notice.
	 
	 	•	 	Normal handling statements are produced and mailed during the two weeks following
quarter-end as shown in the following table. This distribution helps to minimize excessive
peaks in customer service call volume.





	 	 	 	 	 	 	 	 	 	 	 	 	 
	Business Days after	 	 	 	 	 	 	 	 	 	 	 	 
	Quarter End à	 	 	 	 	 	 	 	 	 	 	 	 
	System â	 	1	 	2	 	3	 	4	 	5	 	6
	Vantage-One
	 	85,000 pkgs. produced	 	~40,000 pkgs.   mailed	 	~40,000 pkgs. mailed	 	 	 	 	 	 
	Paris
	 	 	 	40,000 pkgs. produced	 	 	 	~40,000 pkgs. mailed	 	 	 	 
	Paris
	 	 	 	 	 	40,000 pkgs. produced	 	 	 	~40,000 pkgs. mailed	 	 
	Paris
	 	 	 	 	 	 	 	30,000 pkgs. produced	 	 	 	~30,000 pkgs. mailed







	 	•	 	There are newsletter inserts included in selected second and fourth quarter statement
packages. The selection is based on product line and product type. These inserts are
pre-printed and delivered bi-folded for insertion. They typically consist of 4 pages (11 by
17 glossy, folded into 81/2 by 11, then bi-folded to 51/2 by 81/2). They occasionally have an
additional 81/2 by 11 center page.
	 
	 	•	 	Bi-fold packaging is preferred to reduce mailing costs. There is an automatic
changeover to flat when a page count threshold is exceeded (typically 9 pages) and the fold
becomes difficult. Overflow jobs are also provided to handle situations where more than 95
pages (reasonable flat limit) are to be packaged together.




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Table of Contents






Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW









Business Requirements




	 	•	 	Quarterly statements can be printed, processed and mailed from ACS’ chosen location.
	 
	 	•	 	Daily statements are manually processed by the business units, and are needed by 8:00 AM
the next Business Day.
	 
	 	•	 	Special handling statements must be returned to Symetra for manual processing and
mailing the next Business Day. There are two special handling jobs to sort the statements
for different departments.
	 
	 	•	 	Foreign address statements can be mailed using appropriate postage (these are in with
the special handling statements).
	 
	 	•	 	All mailed statements must be out by the 15th day after quarter-end.
	 
	 	•	 	Statements must be available for online viewing within 2 days of mailing.
	 
	 	•	 	Proof of mailing is required.






Archiving




Customer statements are archived in AFP format. These are stored on tape, with the past 18
months also stored on DASD and readily available for on-line viewing. Direct access is provided
to CSR’s and indirect access is also provided through a web-based application for customers,
agents and CSR’s. The stored AFP document is converted to PDF on the fly for convenient
handling and viewing. These documents are stored 18 months online and a minimum of 7 years in
archive.



     Print Volumes



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	January	 	February	 	March	 	April	 	May
	Job	 	Description	 	Run Times *	 	2004	 	2004	 	2004	 	2004	 	2004
	EOS04L11
	 	Customer statements – flats	 	11:00 PM	 	 	869	 	 	 	357	 	 	 	138	 	 	 	936	 	 	 	168	 
	EOS04L12
	 	Customer statements – flats > 95 pages	 	11:00 PM	 	 	279	 	 	 	323	 	 	 	78	 	 	 	320	 	 	 	94	 
	EOS04L21
	 	Customer statements – bifold	 	11:00 PM	 	 	48,849	 	 	 	14,424	 	 	 	—	 	 	 	51,278	 	 	 	—	 
	EOS04L22
	 	Customer statements – bifold	 	11:00 PM	 	 	50,217	 	 	 	12,513	 	 	 	—	 	 	 	49,161	 	 	 	—	 
	EOS04L23
	 	Customer statements – bifold	 	11:00 PM	 	 	51,879	 	 	 	9	 	 	 	—	 	 	 	51,864	 	 	 	—	 
	EOS04L24
	 	Customer statements – bifold	 	11:00 PM	 	 	36,911	 	 	 	9	 	 	 	—	 	 	 	51,188	 	 	 	—	 
	EOS04L25
	 	Customer statements – bifold	 	11:00 PM	 	 	21,327	 	 	 	9	 	 	 	—	 	 	 	52,637	 	 	 	—	 
	EOS04L26
	 	Customer statements – bifold	 	11:00 PM	 	 	12,130	 	 	 	9	 	 	 	—	 	 	 	27,129	 	 	 	—	 
	EOS04L27
	 	Customer statements – bifold	 	11:00 PM	 	 	16,603	 	 	 	9	 	 	 	—	 	 	 	16,236	 	 	 	—	 
	EOS04L28
	 	Customer statements – bifold	 	11:00 PM	 	 	56	 	 	 	9	 	 	 	—	 	 	 	12,064	 	 	 	—	 
	EOS04L29
	 	Customer statements – bifold	 	11:00 PM	 	 	56	 	 	 	9	 	 	 	—	 	 	 	12,062	 	 	 	—	 
	EOS04L31
	 	Customer statements – bifold	 	11:00 PM	 	 	56	 	 	 	9	 	 	 	—	 	 	 	12,060	 	 	 	—	 
	EOS04L32
	 	Customer statements – bifold	 	11:00 PM	 	 	56	 	 	 	9	 	 	 	—	 	 	 	12,062	 	 	 	—	 
	EOS04L33
	 	Customer statements – bifold	 	11:00 PM	 	 	56	 	 	 	9	 	 	 	—	 	 	 	12,060	 	 	 	—	 
	EOS04L34
	 	Customer statements – bifold	 	11:00 PM	 	 	56	 	 	 	9	 	 	 	—	 	 	 	12,056	 	 	 	—	 
	EOS04L35
	 	Customer statements – bifold	 	11:00 PM	 	 	56	 	 	 	9	 	 	 	—	 	 	 	12,654	 	 	 	—	 
	EOS04L36
	 	Customer statements - bifold	 	11:00 PM	 	 	56	 	 	 	9	 	 	 	—	 	 	 	12,055	 	 	 	—	 
	EOS04L37
	 	Customer statements - bifold	 	11:00 PM	 	 	56	 	 	 	9	 	 	 	—	 	 	 	12,052	 	 	 	—	 
	EOS04L38
	 	Customer statements - bifold	 	11:00 PM	 	 	56	 	 	 	9	 	 	 	—	 	 	 	12,057	 	 	 	—	 
	EOS04L39
	 	Customer statements - bifold	 	11:00 PM	 	 	56	 	 	 	9	 	 	 	—	 	 	 	14,555	 	 	 	—	 
	EOS04L40
	 	Customer statements - bifold	 	11:00 PM	 	 	56	 	 	 	9	 	 	 	—	 	 	 	3,139	 	 	 	—	 
	EOS04L51
	 	Agent copy - bifold	 	11:00 PM	 	 	1,101	 	 	 	197	 	 	 	—	 	 	 	656	 	 	 	—	 
	EOS04L52-69
	 	Agent copy - bifold	 	11:00 PM	 	 	697	 	 	 	153	 	 	 	—	 	 	 	340	 	 	 	—	 
	EOS04L71
	 	Agent copy - flat	 	11:00 PM	 	 	3,753	 	 	 	751	 	 	 	—	 	 	 	3,114	 	 	 	—	 
	EOS04L72-90
	 	Agent copy - flat	 	11:00 PM	 	 	738	 	 	 	162	 	 	 	—	 	 	 	360	 	 	 	—	 
	EOS04L95
	 	Agent copy > 95 pages	 	11:00 PM	 	 	14,379	 	 	 	6,030	 	 	 	—	 	 	 	12,666	 	 	 	—	 
	EOS04LS1
	 	Special handling	 	11:00 PM	 	 	1,798	 	 	 	7,943	 	 	 	12,933	 	 	 	10,757	 	 	 	9,397	 
	EOS04LS5
	 	Special handling	 	11:00 PM	 	 	3,646	 	 	 	1,635	 	 	 	1,790	 	 	 	3,135	 	 	 	873	 
	—
	 	Total impressions per month	 	 	 	 	265,848	 	 	 	44,641	 	 	 	14,939	 	 	 	470,653	 	 	 	10,532	 
	—
	 	Approximate packages per month	 	 	 	 	200,000	 	 	 	38,000	 	 	 	10.000	 	 	 	200,000	 	 	 	6,000	 








 




			
	*	 	On quarter end, these jobs will not complete until 10:00 PM the following day.




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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW









     Forms 



	 	 	 
	Forms are hard coded in the application.
	 	 
	Statement front page – pie chart:

	 	LP-1376/EP 11/03
	Statement front page – no pie chart:

	 	LP-1376/EP 12/03
	Second and continuing pages:

	 	LP-1377/EP 11/03






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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW



2.1.1.3 Paris Annuity Case Statements



Paris annuity case statements are mailed to plan sponsors/employers. These statements currently
use an overlay with formatted text sent directly to the cut-sheet printers – Documerge software is
not involved in the process.



Case statements are triggered by the system and are scheduled annually, quarterly, and are also
available on request. The statement extract is created during nightly batch processing and is sent
directly to the printer as formatted text. The printed output is sent to the mail distribution
center where the packages are assembled and mailed.





Functional Requirements




	 	•	 	There are no inserts.
	 
	 	•	 	Mailed in size-appropriate envelopes.






Business Requirements




	 	•	 	Special handling statements must be returned to Symetra for manual handling the next
Business Day.
	 
	 	•	 	Proof of mailing is required.






Archiving




These statements are not currently archived.




Print Volumes



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	January	 	February	 	March	 	April	 	May
	Job	 	Description	 	Output File Format	 	Run Time	 	2004	 	2004	 	2004	 	2004	 	2004
	LPA1S200
	 	Paris case statements	 	Formatted printstream	 	11:00 PM	 	 	8,085	 	 	 	2,433	 	 	 	1,114	 	 	 	4,745	 	 	 	1,380	 






     Forms 




	 	 	 
	Forms are hard coded in the application.
	 	 
	Paris case statement forms:

	 	LP906A/EP 1/92 (boxed overlay)
	 

	 	LP906N (boxed overlay)
	 

	 	LP907A/EP 1/92 (boxed overlay)






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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW





2.1.1.4 Agent Compensation Statements



Agent compensation statements are produced daily from extracts produced by the DSS system (job
LVO04730). Checks related to the statements are generated out of the FMS system and are
sorted in the same order as the statements.



The statement extract is created during nightly batch processing and is sent to an enterprise
output system application (EOS) which sorts and formats the data, generates the print stream and
splits it into appropriate print jobs (bi-fold or flat).





Functional Requirements




	 	•	 	Statements are sent to production mailing sorted into 6 groups:






	 	910 -	 	New York (with and without checks)
	 
	 	920 -	 	Income annuities large check — value over $100,000
	 
	 	930 -	 	Hold code (special handling – sent back to Symetra)
	 
	 	940 -	 	LMKSGC (grouped by agency – all are addressed the same, but the statements are
for many different producers)
	 
	 	950 -	 	No check (EFT used instead, or check value less than $100)
	 
	 	960 -	 	All others (statements that are to be matched with checks)






	 	•	 	Checks are manually matched and inserted with the corresponding compensation statement.
	 
	 	•	 	Statements are generally packaged in bi-fold envelopes unless they exceed a threshold
page count (10 pages) in which case they sent to the flat (9 by 12) envelope print job.
	 
	 	•	 	Output schedule is:






	 	o	 	Fridays – weekly and bi-weekly statements
	 
	 	o	 	Month end statements
	 
	 	o	 	Quarter-end statements and annual statements






Business Requirements




	 	•	 	Statements for New York agencies (sort code 910) must be printed on New York letterhead
and mailed in New York envelopes.
	 
	 	•	 	Special handling output (sort code 930) must be returned to Symetra for manual handling
the next Business Day.
	 
	 	•	 	Statements for large checks (sort code 920) must be returned to Symetra for manual
handling the next Business Day.
	 
	 	•	 	Statements with no check (sort code 950) can be mailed out directly to the recipient.
	 
	 	•	 	Statements for LMKSGC (sort code 940) must be matched up to the affiliated check and mailed.
	 
	 	•	 	Statements for all others (sort code 960) must be matched up to the affiliated check and mailed.
	 
	 	•	 	Mismatch statements (i.e., payment of $100 or greater with no check) must be returned to
Symetra for manual handling the next Business Day.
	 
	 	•	 	Proof of mailing is required.






Archiving




Agent compensation statements are partially stored on microfiche and partially stored on DSS
history. Microfiche was used prior to having DSS. Manual transactions are stored in Filenet.



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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW




Print Volume 



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	January	 	February	 	March	 	April	 	May
	Job	 	Description	 	Output File Format	 	Run Times *	 	2004	 	2004	 	2004	 	2004	 	2004
	EOS04LSA

	 	Agent compensation – bifold
	 	Documerge
printstream
	 	3:00 AM
	 	 	40,362	 	 	 	18,005	 	 	 	32,688	 	 	 	21,702	 	 	 	19,193	 
	EOS04LSB

	 	Agent compensation — flat
	 	Documerge
printstream
	 	3:00 AM
	 	 	273	 	 	 	297	 	 	 	325	 	 	 	356	 	 	 	344	 
	—

	 	Total impressions per month
	 	—
	 	 	 	 	40,635	 	 	 	18,302	 	 	 	33,013	 	 	 	22,058	 	 	 	19,537	 








 




			
	*	 	3:00 PM on quarter-end






Forms



	 	 	 
	Forms are hard coded in the application.
	 	 
	Mailing page – flat

	 	OC-635/EP 09/00
	Mailing page – bi-fold

	 	OC-686/EP 09/00
	Agent compensation statement front page:

	 	LSA365/EP 03/02
	Agent compensation statement detail page:

	 	LSA366/EP 10/01
	NY agent compensation statement front page:

	 	LSA367/EP 12/01
	NY agent compensation statement detail page:

	 	LSA368/EP 12/01






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Table of Contents







Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW




2.1.2 Deferred Annuity Contracts and Individual Life Policies



Contracts and policies are produced by three applications. Symetra is interested in
replacement methods for processing the contract forms and policy extract data, printing the
statements, and distributing them.



Contracts and policies are currently processed in-house using an electronic forms management (EFM)
database to manage the forms, Documerge V3.0.6 as the print stream generator, AFP format printers,
and Gunther post-processing systems. There are some manual processes associated with the
production and distribution of these documents.



ACS may propose to supply software systems to replace those systems, or they may propose to process
the data extract files to create print streams using their own image generation software.




2.1.2.1 Deferred Annuity Contracts



Deferred annuity contracts are produced daily from extracts produced by the Vantage-One annuity
administration system. They are automatically triggered when a policy is issued.



The annuity contract extract is created during nightly batch processing and is sent to an
enterprise output system application (EOS) that sorts and formats the data, generates the print
stream using Documerge, and splits it into appropriate print jobs. The forms are managed using the
EFM database, and the forms are stored in an electronic library (EDL). The extract is created to
supply all the necessary information to complete the selected forms. The extract is passed to the
EOS application which formats the data and generates the print stream. The scanned and imaged
customer application is pulled from an image archive database, converted from PDF to AFP and
incorporated in a new, indexed form placed in the EDL. The entire contract package is printed
in-stream then processed with the Gunther automated post-processing systems.



The contract package consists of; a) a loose, unbound group of forms including welcome letter,
privacy notice, guarantee association notices, contract summaries and various other correspondence;
b) the bound contract (currently using VeloBind), consisting of contract face page, contract data
page with variable data (amounts, interest rates, customer information, etc.), the contract body,
endorsements, an image of the application; and c) a stapled, multi-page buyers guide (for fixed
annuities contracts only). The entire package is inserted into a 9 x 12 envelope ready for
mailing.



A shortened agent copy is also created including the welcome letter, contract data page and a
disclosure form for IRA contracts.





Functional Requirements




	 	•	 	Printed contracts are processed using Gunther automated post-processing equipment. The
package is not sealed, and is returned to the new business unit of retirement services for
final checkout and mailing.
	 
	 	•	 	There are inserts included with the contract package, depending on product and line of business.
	 
	 	•	 	Flat packaging (9 by 12 envelopes) is used for all contract packages.
	 
	 	•	 	Many of these forms are filed with the states.






Business Requirements




	 	•	 	These contracts must be returned to Symetra by 8:00 AM the next Business Day.
	 
	 	•	 	All contract packages are reviewed by the business unit and validated for mailing to the
correct recipient (some go to the customer and some go to the agency).
	 
	 	•	 	Variable contract packages must be mailed within 2 days of creation.
	 
	 	•	 	Ability to re-issue or re-print old contracts is required (sometimes requests back to
1972 are received due to the fact that these are retirement accounts).




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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW






	 	•	 	Proof of mailing is required by five states.






Archiving




All contract pages are archived in the printed output archive with the exception of the scanned
and imaged customer submitted application. Direct access is provided to CSR’s through an
intranet application. The stored AFP document is converted to PDF on the fly for convenient
handling and viewing. Contracts must be stored at least 7 years; however the ability to access
the contracts indefinitely is required.




Print Volumes 



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	January	 	 	February	 	 	March	 	 	April	 	 	May	 
	Job	 	Description	 	Output File Format	 	Run Times	 	2004	 	 	2004	 	 	2004	 	 	2004	 	 	2004	 
	LVF03710
	 	Extract	 	 	 	1:00 AM	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 
	EOS04LEP
	 	Contracts	 	Documerge printstream 	 	2:00 AM	 	 	112	 	 	 	100	 	 	 	90	 	 	 	120	 	 	 	100	 
	EOS04LE1
	 	Contracts	 	Documerge printstream	 	2:00 AM	 	 	1,594	 	 	 	592	 	 	 	856	 	 	 	894	 	 	 	1,072	 
	EOS04LE2
	 	Contracts	 	Documerge printstream	 	2:00 AM	 	 	5,440	 	 	 	2,113	 	 	 	1,839	 	 	 	2,496	 	 	 	4,510	 
	EOS04LE3
	 	Contracts	 	Documerge printstream	 	2:00 AM	 	 	100	 	 	 	100	 	 	 	90	 	 	 	110	 	 	 	100	 
	EOS04LE4
	 	Contracts	 	Documerge printstream	 	2:00 AM	 	 	100	 	 	 	100	 	 	 	90	 	 	 	110	 	 	 	100	 
	EOS04LMS
	 	Contracts	 	Documerge printstream	 	2:00 AM	 	 	814	 	 	 	376	 	 	 	350	 	 	 	444	 	 	 	694	 
	—
	 	Total impressions per month*	 	—	 	 	 	 	8,160	 	 	 	3,381	 	 	 	3,315	 	 	 	4,174	 	 	 	6,576	 








 




			
	*	 	These quantities are currently low based on a drop since the announcement of Symetra’s
sale. They are projected to potentially increase to more than 50,000 per month within a year based
on the new Symetra corporate entity and increased sales.






Forms 




There are nearly 1,000 Documerge/AFP forms associated with this application. The forms are
managed through an application called EFM (electronic forms management) with an IMS database
back-end. The forms have a high frequency of change.



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Table of Contents






Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW




2.1.2.2 Individual Life Policies



Individual life insurance policies are produced daily from extracts produced by the CK4 policy
administration system (being converted to CyberLife in 2004). The extracts are automatically
triggered when a policy is issued.



The individual life policy extract is created during nightly batch processing. The appropriate
forms are selected from an electronic forms management database (EFM). The printstream is then
generated with all the information needed to complete the set of selected forms. The policy
package is printed and then processed with the Gunther automated post processing system. Other
print jobs create matched output which is inserted by the Gunther system. A package consists of an
unbound group of forms including a welcome letter, privacy notice, guarantee association notice,
policy summary, automatic amendments and endorsements and the policy itself, inserted into a flat
envelope. These packages are returned to the individual life new business area where a printed
copy of the application and the part II documents are inserted. The contract is then bound,
packaged and mailed.





Functional Requirements




	 	•	 	Policies are processed using Gunther automated post-processing equipment. The packages
created are returned to Symetra early the next Business Day.
	 
	 	•	 	Inserts into the contract include the application, part II, Amendments and endorsements.
	 
	 	•	 	The application and part II are printed locally within the business unit. The automatic
amendments and endorsements print with the contract pages and are manually inserted into
the contract.
	 
	 	•	 	Flat packaging is used for all policy packages.






Business Requirements




	 	•	 	All policy output must be available for print at Symetra H.Q. by 5:00am the next Business Day.
	 
	 	•	 	Proof of mailing is not applicable.






Archiving




All policy pages are archived in the printed output archive with the exception of the scanned
and imaged application. Direct access is provided to CSR’s through an intranet application.
The stored AFP document is converted to PDF on the fly for convenient handling and viewing.




Print Volumes



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	January	 	February	 	March	 	April	 	May
	Job	 	Description	 	Output File Format	 	Run Times	 	2004	 	2004	 	2004	 	2004	 	2004
	LISL0100

	 	Individual policy pages
	 	Documerge printstream
	 	11:00 PM
	 	 	9,491	 	 	 	8,049	 	 	 	8,188	 	 	 	9,280	 	 	 	9,770	 
	LISL0110

	 	Individual policy pages,
agent cards/labels
	 	Documerge printstream
	 	11:00 PM
	 	 	5,934	 	 	 	4,350	 	 	 	4,256	 	 	 	5,506	 	 	 	5,589	 
	LISL0120

	 	Individual policy pages
	 	Documerge printstream
	 	11:00 PM
	 	 	118,021	 	 	 	81,602	 	 	 	80,512	 	 	 	100,289	 	 	 	104,642	 
	LISL0125

	 	Individual policy pages
	 	Documerge printstream
	 	11:00 PM
	 	 	140	 	 	 	133	 	 	 	126	 	 	 	157	 	 	 	141	 
	LISP0100

	 	* ASL policy pages
	 	Documerge printstream
	 	11:00 PM
	 	 	1,494	 	 	 	1,267	 	 	 	1,078	 	 	 	1,146	 	 	 	1,104	 
	LISP0120

	 	* Individual policy pages
	 	Documerge printstream
	 	11:00 PM
	 	 	2,285	 	 	 	1,897	 	 	 	1,625	 	 	 	1,725	 	 	 	1,990	 
	LISA0117

	 	Policy cover letters
	 	Formatted output
	 	10:00 PM
	 	 	3,045	 	 	 	2,117	 	 	 	2,141	 	 	 	2,717	 	 	 	2,413	 
	LISA0130

	 	DPFS schedule pages,
new business worksheets,
agent cards,
mailing labels
	 	Formatted output
	 	2:00 PM
	 	 	47	 	 	 	17	 	 	 	46	 	 	 	45	 	 	 	37	 
	LISA0140

	 	DPFS schedule pages,
New business worksheets,
agent cards,
mailing labels DPFS schedule pages
	 	Formatted output
	 	9:00 PM
	 	 	72	 	 	 	63	 	 	 	70	 	 	 	74	 	 	 	80	 
	LISA0056

	 	Amendment letters for new business
	 	Formatted output
	 	10:00 PM
	 	 	—	 	 	 	—	 	 	 	36	 	 	 	1,075	 	 	 	1,042	 
	—

	 	Total impressions per month
	 	—
	 	 	 	 	137,484	 	 	 	97,378	 	 	 	95,901	 	 	 	118,222	 	 	 	123,353	 






 




			
	*	 	LISP0100 and LISP0120 may be phased out prior to completion of this project.



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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW










Forms 




There are approximately 1,600 forms associated with this application. They are currently
managed with an application called EFM (electronic forms management) which uses an IMS database.
The majority of these forms are state-filed.



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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW



2.1.3 Billing Statements



Billing statements are produced by four applications applicable to three departments.




2.1.3.1 Group Billing Statements



Group list billing statements are produced monthly.



Statements are separated in 1-page, 2-page, 3-page, and 4-or-more-page bundles. The 1-page bundles
are sent to mail distribution services for folding, stuffing and mailing. Multi-page bundles are
handled manually. This process can be improved so that all are automated.



Job LCG40021 uses life envelope # V3727 and job LCG40024 uses life envelope # V3673 because the
mail-to addresses are in different locations. Job LCG40021 requires trimming and bursting.





Functional Requirements




Return envelopes are inserted in the mailing.




Business Requirements




	 	•	 	Any errors or damaged pages must be returned to Symetra for review and manual handling.
	 
	 	•	 	Proof of mailing is not applicable.






Archiving




Files are stored on microfiche. The microfiche is used to print old bills.




Print Volumes



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	January	 	 	February	 	 	March	 	 	April	 	 	May	 
	Job	 	Description	 	Output File Format	 	Run Times	 	2004	 	 	2004	 	 	2004	 	 	2004	 	 	2004	 
	LCG40021
	 	Billing statements - self-administered	 	Formatted output	 	9:00 PM	 	 	45	 	 	 	45	 	 	 	45	 	 	 	45	 	 	 	45	 
	LCG40024
	 	Billing statements - list bill	 	Formatted output	 	9:00 PM	 	 	1,212	 	 	 	1,212	 	 	 	1,212	 	 	 	1,212	 	 	 	1,212	 
	—
	 	Total impressions per month	 	—	 	 	 	 	1,257	 	 	 	1,257	 	 	 	1,257	 	 	 	1,257	 	 	 	1,257	 







Forms 



	 	 	 
	Forms are hard coded in the application.

	List bill form:

	 	LG1110/EP 7/90
	 

	 	DP-740/EP 7/90






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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW






2.1.3.2 Retirement Services — Deferred Annuity Billing Statements



List bill statements are produced daily from both the Paris and Vantage-One deferred annuity
administration systems. Paris loan billings are also included here.



The Paris and Vantage-One list bills are created daily and are printed on plain cut sheet paper.
The Paris Loan billing statements are run weekly or on request, and are also produced on plain cut
sheet paper.





Functional Requirements




	 	•	 	There are no inserts.






Business Requirements




	 	•	 	Vantage-One list bills and Paris loan bills can be mailed directly from ACS’ location.
	 
	 	•	 	Retirement services requires the ability to request pulls from the Paris list bills.






Archiving




Printed output is not archived.




Print Volumes



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	January	 	February	 	March	 	April	 	May
	Job	 	Description	 	Output File Format	 	Run Times	 	2004	 	2004	 	2004	 	2004	 	2004
	LPA1D140
	 	Paris list bill statements	 	Formatted output	 	11:00 PM	 	 	5,668	 	 	 	6,768	 	 	 	5,499	 	 	 	5,546	 	 	 	5,320	 
	LPA1L140
	 	Paris loan billings	 	Formatted output	 	10:00 PM 	 	 	1,045	 	 	 	876	 	 	 	806	 	 	 	826	 	 	 	847	 
	LVF03600
	 	Vantage-One list bill statements	 	Documerge printstream	 	12:00 PM	 	 	72	 	 	 	67	 	 	 	64	 	 	 	76	 	 	 	71	 
	—
	 	Total impressions per month	 	—	 	 	 	 	6,785	 	 	 	7,711	 	 	 	6,369	 	 	 	6,448	 	 	 	6,238	 







Forms 



	 	 	 
	Paris list bill forms:

	 	LP-869/EP 7/99
	Paris loan bill forms:
	 	 
	Vantage-One list bill forms:

	 	LN827/EP 5/01 Page 1
	 

	 	LN828 Page 2-6 — Portrait
	 

	 	LN829 Page 2-5 — Landscape






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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW





2.1.3.3 Individual Life Billing Statements



Billing statements are produced daily from the CK4 administration system. Triggers are: LISA0091 is
30 days prior to payment due date, LISA0092 is 28 days prior to payment due date, and LISA0124 is
customer change request.





Functional Requirements




There are no inserts.




Business Requirements




	 	•	 	All output is currently returned to Symetra for manual handling early the next Business Day.
	 
	 	•	 	Premium notices could be mailed out directly if pull requests could be accommodated.






Archiving




Letters are scanned into the policy file.




Print Volumes



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	January	 	February	 	March	 	April	 	May
	Job	 	Description	 	Output File Format	 	Run Times	 	2004	 	2004	 	2004	 	2004	 	2004
	LISA0124
	 	Billing letters	 	Formatted output	 	10:00 PM 	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 	 	 	45	 
	LISA0091
	 	List bill	 	Formatted output	 	10:00 PM	 	 	3,676	 	 	 	3,676	 	 	 	3,676	 	 	 	3,676	 	 	 	3,676	 
	LISA0092
	 	Premium payment notice	 	Formatted output	 	10:00 PM	 	 	82,500	 	 	 	82,500	 	 	 	82,500	 	 	 	82,500	 	 	 	82,500	 
	—
	 	Total impressions per month	 	—	 	 	 	 	86,176	 	 	 	86,176	 	 	 	86,176	 	 	 	86,176	 	 	 	86,221	 







 Forms 




Billing letters:




List bills: standard letterhead




Premium payment: LO-1120/DP 4/03 (small partial page, perforated)



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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW





2.1.4 Check Printing




2.1.4.1 Checks



Check printing is done with on-line and batch processes. The checks produced from the CDS batch
process are from administrative system feeds. The online CDS entry allows for same-day check
processing. The on-line process is used to generate checks locally for large value amounts or when
special processing is required.



Checks for the business lines are printed daily using a Third Party vendor supplied application to
create the formatted outputs.



The batch jobs create check forms (stub and check) that can either be automatically processed and
mailed, or packaged and returned to the business lines. The on-line jobs create a print stream
which is sent to a local MICR printer for printing. On-line is used for check values greater than
$250,000, special customer processing requests, and checks that need to be sent by FedEx that day.
They are normally processed at 2:00 each afternoon.





Functional Requirements




	 	•	 	Printed output from LAD60303 is folded and inserted into envelopes ready for mailing.
	 
	 	•	 	Printed output from LAD60304 is returned to Symetra for manual handling.
	 
	 	•	 	The on-line manually input checks are processed by LAD60310 for special processing as
defined in the description above.
	 
	 	•	 	There are generally no inserts for the directly mailed checks; however, there may be
ad-hoc insert requests at a company or product line level.
	 
	 	•	 	Checks are packaged in standard tri-fold business envelopes.






Business Requirements




	 	•	 	The checks must be held until 1:00 PM in case any checks need to be pulled prior to
mailing.
	 
	 	•	 	Printed output from LAD60304 must be returned to Symetra for manual handling the next
Business Day. The output is manually matched to other correspondence prior to mailing.
	 
	 	•	 	Proof of mailing is required.






Archiving




Printed output is not archived. The files are copied to tape which is sent to storage and
retained for 10 years.




Print Volumes



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	January	 	February	 	March	 	April	 	May
	Job	 	Description	 	Output File Format	 	Run Times	 	2004	 	2004	 	2004	 	2004	 	2004
	LAD60303
	 	Check printing – direct mailing	 	Documerge printstream	 	2:00 AM*	 	 	20,226	 	 	 	19,292	 	 	 	15,682	 	 	 	26,684	 	 	 	19,356	 
	LAD60304
	 	Check printing – return to Symetra	 	Documerge printstream	 	2:00 AM	 	 	11,528	 	 	 	4,333	 	 	 	6,678	 	 	 	5,074	 	 	 	4,906	 
	LAD60310
	 	Check printing – local printing	 	Documerge printstream	 	3:00 PM	 	 	300	 	 	 	300	 	 	 	300	 	 	 	300	 	 	 	300	 
	—
	 	Total impressions per month	 	—	 	 	 	 	32,054	 	 	 	23,925	 	 	 	22,660	 	 	 	32,058	 	 	 	24,562	 








 




			
	*	 	9:00 AM on month-end




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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW








Forms 




	 	 	 
	CDS check form:

	 	W776/EP 069700
	CDS overflow form:

	 	W775/EP 109100
	Check stock:

	 	W765 8/99






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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW





2.1.5 Taxes




2.1.5.1 Tax Forms from Finance



These outputs include standard forms 1099, 5498 and W2.



A large percentage of the tax output is annual – January for the 1099 and May for the 5498. There
is a small amount of daily processing throughout the year.



The administrative systems interface with LTR. The LTR system runs on software provided by check
free. The business units can also manually update LTR.



The trigger is a taxable event (e.g., withdrawal, payment, etc.).





Functional Requirements




	 	•	 	Printed output is processed and mailed directly to the recipient.
	 
	 	•	 	Inserts are not allowed.
	 
	 	•	 	These notices are packaged in various envelopes based on the form.
	 
	 	•	 	All forms can be run daily as required for corrections.






Business Requirements




	 	•	 	The envelopes must indicate “Tax Document Enclosed”.
	 
	 	•	 	The SSN cannot show in the envelope window.
	 
	 	•	 	The 1099 forms must be mailed no later than January 31th. They are typically
printed for mailing January 15thand mailed a week before the deadline.
	 
	 	•	 	The 5498 forms must be mailed no later than May 31st. The data should be
available at the print and mail center 5 days prior to mail date.
	 
	 	•	 	Foreign mail can be mailed directly to the recipient after the correct postage is applied.
	 
	 	•	 	The following output must be returned to Symetra the next Business Day for manual handling:






	 	o	 	State output — Some states require a copy of the 1099 or W-2 to be
provided. Tapes are sometimes used based on volume of data and state requirements.
	 
	 	o	 	Reprints – The reprint ability is used to process mailings that are
ripped or torn during handling or mail processing.
	 
	 	o	 	Corrections
	 
	 	o	 	Bad address mail






	 	•	 	Proof of mailing is not applicable.
	 
	 	•	 	Reporting of output counts is required. The LTR system creates reports that are used in
conjunction with data center processes, including counts.






Archiving




Archiving is currently supported on microfiche. By October 2004, the archiving should be
transitioned to Control D. Symetra would prefer to have a web interface to the image archive
storage.



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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW






Print Volumes



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	January	 	February	 	March	 	April	 	May
	Job	 	Description	 	Output File Format	 	Run Times *	 	2004	 	2004	 	2004	 	2004	 	2004
	LTRC0200
	 	1099 and W2 corrections	 	Documerge printstream	 	1:00 AM	 	 	675	 	 	 	1,463	 	 	 	851	 	 	 	690	 	 	 	735	 
	LTRY0150
	 	1099R customer	 	Documerge printstream	 	1:00 AM	 	 	47,000	 	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 
	LTRY0200
	 	1099I customer	 	Documerge printstream	 	1:00 AM	 	 	718	 	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 
	LTRY0210
	 	1099M customer	 	Documerge printstream	 	1:00 AM	 	 	3,536	 	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 
	LTRY0220
	 	1099LTC – typed manually	 	Documerge printstream	 	1:00 AM	 	 	9	 	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 
	LTRYS420
	 	1099I state	 	Documerge printstream	 	1:00 AM	 	 	10	 	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 
	LTRYS430
	 	1099M state	 	Documerge printstream	 	1:00 AM	 	 	26	 	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 
	LTRYS440
	 	1099R state	 	Documerge printstream	 	1:00 AM	 	 	593	 	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 
	LTRY0800
	 	5498 customer	 	Documerge printstream	 	1:00 AM	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 	 	 	46,000	 
	LTRY0300
	 	W2 customer	 	Documerge printstream	 	1:00 AM	 	 	937	 	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 
	LTRY0230
	 	W2G typed manually	 	Documerge printstream	 	1:00 AM	 	 	5	 	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 
	LTRSY620
	 	W2 state	 	Documerge printstream	 	1:00 AM	 	 	104	 	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 
	LTRY0751
	 	B-notice customer as-required	 	Documerge printstream	 	1:00 AM	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 
	LTR70752
	 	B-Notice customer as-required – second notice	 	Documerge printstream	 	1:00 AM	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 
	—
	 	Total impressions per month	 	—	 	 	 	 	105,613	 	 	 	1,463	 	 	 	851	 	 	 	690	 	 	 	46,735	 








 




			
	*	 	7:00 AM on month-end






Forms



	 	 	 	 	 	 	 	 	 
	 	 	PAGEDEF	 	FORMDEF	 	OVERLAY	 	FORM
	Federal
	 	 	 	 	 	 	 	 
	1099R

	 	LTR5
	 	LTRCR3
	 	L9RCB3

L9RCF3
	 	LO-1173 3-section, perforated
	1099I

	 	LTRA
	 	LTRCI3
	 	L9ICF3
	 	Standard paper
	1099M

	 	LTRA
	 	LTRCM3
	 	L9MCF3
	 	Standard paper
	W2

	 	LTR6T
	 	LTRCW3
	 	LW2CB3

LW2CF3
	 	LO-1174 4-quadrants, perforated
	5498

	 	LTRA
	 	LTRC53
	 	L54CF3
	 	Standard paper
	State
	 	 	 	 	 	 	 	 
	1099I

	 	LTR9I
	 	LTRSI3
	 	L9ISF3
	 	LO-1173 3-section, perforated
	1099M

	 	LTR9M
	 	LTRSM3
	 	L9MSF3
	 	LO-1173 3-section, perforated
	1099R

	 	LTR7
	 	LTRSR3
	 	L9RSF3
	 	LO-1172 2-section, perforated
	W2

	 	LTR8
	 	LTRSW3
	 	LW2SF3
	 	LO-1172 2-section, perforated






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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW





2.1.6 Correspondence




2.1.6.1 Bank Reconciliation System



When a check has not been cashed within 6 months of the issue date, the check is stale dated and a
letter is generated. These letters get reviewed to confirm the correct mailing address and then are
mailed to the customer. The intention is to disburse the monies owed to the customer.





Functional Requirements




	 	•	 	This job runs monthly






Business Requirements




	 	•	 	All output mailed directly






Archiving




Documents are stored in paper files.




Print Volumes



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	Run	 	January	 	February	 	March	 	April	 	May
	Job	 	Description	 	Output File Format	 	Time	 	2004	 	2004	 	2004	 	2004	 	2004
	BRS0STCS

	 	Customer service
letters for
standard accounts
	 	Formatted output
	 	7:00 PM
	 	 	865	 	 	 	981	 	 	 	1,099	 	 	 	1,270	 	 	 	1,212	 







Forms 




Standard paper




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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW





	2.1.6.2	 	Agency Compensation Letters




E-comp letters (job LVO04550) and agent statements (job LVO04730) run from the same EOS extract.
The extract file produced is picked up along with the agent compensation statement extract and the
two are processed within the same EOS application (EOS03LFC).



The output for this job is processed daily using the Gunther post-processing equipment, and is
mailed directly to agents.




     Functional Requirements




	 	•	 	E-comp letters are packaged in standard tri-fold business envelopes.
	 
	 	•	 	There are no inserts.





     Business Requirements



     See “Print Volumes” below.



     Archiving




Agent E-comp letters are archived in AFP format and have been produced for approximately 2
years. These are stored on tape, with the past 18 months also stored on DASD and readily
available for on-line viewing. The stored AFP document is converted to PDF on the fly for
convenient handling and viewing.



     Print Volumes



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Job	 	Description	 	Output File Format	 	Run Times	 	January	 	February	 	March	 	April	 	May
	 	 	 	 	 	 	**	 	2004	 	2004	 	2004	 	2004	 	2004
	 	EOS04LSA	 	 	EComp update validation letters
	 	Documerge printstream	 	3:00 AM	 	 	*	 	 	 	*	 	 	 	*	 	 	 	*	 	 	 	*	 
	 	EOS04LSB	 	 	EComp update validation letters
	 	Documerge printstream	 	3:00 AM	 	 	*	 	 	 	*	 	 	 	*	 	 	 	*	 	 	 	*	 
	 	—	 	 	Total impressions per month (not available)
	 	 	—	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 








 




			
	*	 	These counts are included in the numbers for agent compensation statements. The interface
files are processed in the same set of EOS jobs.
	 
	**	 	Run can take up to 3:00 PM at quarter-end





     Forms 



	 	 	 
	EComp update validation letters:

	 	OC-673/EP 03/02
	EComp update validation letters, NY:

	 	OC-673/NYEP 05/02






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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW




2.1.6.3 Retirement Services




     Functional Requirements




	 	•	 	There are no inserts.
	 
	 	•	 	Paris RMD Letters are printed locally.
	 
	 	•	 	Vantage RMD Letters are triggered by the MDA transaction under one of three conditions:






	 	o	 	January 1 of the year that the annuitant turns 701/2,
	 
	 	o	 	the annuitant is already 701/2 when the contract is added to the admin system, or
	 
	 	o	 	when policies are added earlier in the year and the annuitant does not
turn 701/2 until later in the year, RMD will be triggered on the RMD notice date,
which is 90 days before the day they turn 701/2






	 	•	 	schedule a/commission reports are created monthly, with the largest volume in January.
The volume is about 2,000 per year, multiplied by about 4 pages each times 4 copies,
results in about 32,000 pages.





     Business Requirements




	 	•	 	Special handling (such as multiple pages and foreign addresses) can be mailed out
directly to the recipient.
	 
	 	•	 	Need to have ability to contact vendor to pull letters from the output if unable to suppress.
	 
	 	•	 	Corporate audit reports can be mailed out directly.
	 
	 	•	 	Schedule a letters and commission reports must be returned to
Symetra for
manual handling the next Business Day.
	 
	 	•	 	Need a count validation of output and next day notice of any print failures or errored output.





     Archiving




	 	•	 	Online view of printed output must be available within 2 days following mailing.
	 
	 	•	 	Documents must be stored in archive for a minimum of 7 years.
	 
	 	•	 	For Paris, only variables go to archive for storage now. There is rarely a need to
access confirms. It would be helpful though to have online view and archive of all
confirms.
	 
	 	•	 	For Vantage-one, all confirms go to archive.





     Print Volumes



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Job	 	Description	 	Output File Format	 	Run Times	 	January	 	February	 	March	 	April	 	May
	 	 	 	 	 	 	 	 	 	 	2004	 	2004	 	2004	 	2004	 	2004
	LPA1F170	 	Confirmation statements
	 	Documerge printstream	 	11:00 PM	 	 	2,095	 	 	 	2,105	 	 	 	2,018	 	 	 	2,354	 	 	 	2,256	 
	LPA1F172	 	Confirmation statements
	 	Documerge printstream	 	11:00 PM	 	 	1,496	 	 	 	1,162	 	 	 	1,055	 	 	 	1,810	 	 	 	1,446	 
	LPA1F174	 	Confirmation statements
	 	Documerge printstream	 	11:00 PM	 	 	4,340	 	 	 	4,311	 	 	 	3,814	 	 	 	4,211	 	 	 	5,640	 
	LPA1F176	 	Confirmation statements
	 	Documerge printstream	 	11:00 PM	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 	 	 	5	 
	LPA1E210	 	IVR participant interface — PIN change
	 	Formatted output	 	10:00 PM	 	 	68	 	 	 	56	 	 	 	45	 	 	 	64	 	 	 	48	 
	LPA1K400	 	Annuity payment confirms
	 	Formatted output	 	10:00 PM	 	 	7	 	 	 	5	 	 	 	—	 	 	 	7	 	 	 	6	 
	LPA1W180	 	RMD letters
	 	Local print	 	11:00 PM	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 
	LPA1S800	 	Schedule a letters and commission reports
	 	Formatted output	 	11:00 PM	 	 	4,482	 	 	 	208	 	 	 	146	 	 	 	834	 	 	 	894	 
	LPA1Y200	 	Corporate audit reports
	 	Formatted output	 	11:00 PM	 	 	—	 	 	 	—	 	 	 	—	 	 	 	1,237	 	 	 	9,765	 
	LPA10158	 	Mutual fund letters
	 	Documerge printstream	 	11:00 PM	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 
	LVF03000	 	Confirmation statements
	 	Documerge printstream	 	12:00 PM	 	 	3,364	 	 	 	3,247	 	 	 	2,996	 	 	 	3,509	 	 	 	3,211	 
	LVF03050	 	Confirmation statements
	 	Documerge printstream	 	12:00 PM	 	 	52	 	 	 	42	 	 	 	33	 	 	 	50	 	 	 	58	 
	LVF03400	 	RMD letters
	 	Documerge printstream	 	12:00 PM	 	 	104	 	 	 	90	 	 	 	102	 	 	 	114	 	 	 	105	 
	LVF03500	 	Mutual fund letters
	 	Documerge printstream	 	12:00 PM	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 
	—	 	Total Impressions per Month
	 	 	—	 	 	 	 	 	 	 	16,008	 	 	 	11,226	 	 	 	10,209	 	 	 	14,190	 	 	 	23,434	 






     Forms 



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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW





	 	 	 
	Paris confirms:

	 	LP-869/EP 7/99
	Vantage-One confirms:

	 	LN-811/EP 01/99
	Vantage-One RMD letters:

	 	LP-1240 11/01
	Vantage-One:

	 	LN-830 10/01
	Vantage-One NY:

	 	LN831 NYEP 01060200(1)
	Vantage-One MULIC:

	 	LN832 EP 100200(1)
	Schedule a letters:

	 	Letterhead
	IVR participant interface:

	 	Letterhead
	Corporate audit reports:

	 	Plain, legal






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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW




2.1.6.4 Group



The output from these three jobs is handled entirely by group systems. The output from job
LCG20070 is sent to our customers by group accounting services. Group policy services verifies
rates on jobs LCG50020 and job LCG50050 and activity reports and enrollment cards are placed into
the envelopes with the census letters.



Therefore, LCG20070, LCG50020, and LCG50050 do not require any mail center or operations
activities, just the processing and printing.




     Functional Requirements



     There are no inserts.



     Business Requirements



     All output must be returned to Symetra for manual handling the next Business Day.



     Archiving



     Printed output is not archived.



     Print Volumes



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Job	 	Description	 	Output File Format	 	Run	 	January	 	February	 	March	 	April	 	May
	 	 	 	 	 	 	Times	 	2004	 	2004	 	2004	 	2004	 	2004
	LCG20070	 	ERISA policy holder letter
	 	Formatted output	 	10:00 PM	 	 	1,241	 	 	 	166	 	 	 	—	 	 	 	—	 	 	 	100	 
	LCG50020	 	Renewal activity reporting — census letters
	 	Formatted output	 	11:00 PM	 	 	167	 	 	 	42	 	 	 	—	 	 	 	—	 	 	 	60	 
	LCG50050	 	60 worksheets, rate sheets, renewals
	 	Formatted output	 	9:00 PM	 	 	55	 	 	 	207	 	 	 	—	 	 	 	—	 	 	 	40	 
	—	 	Total impressions per month
	 	 	—	 	 	 	 	 	 	 	1,463	 	 	 	415	 	 	 	 	 	 	 	 	 	 	 	200	 






     Forms 


ERISA policy holder letter:

Renewal activity reporting — census letters:

60 worksheets, rate sheets, renewals:




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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW





	2.1.6.5	 	Income Annuities




Customer correspondence is automatically generated by the LAB administrative system. The output is
in the form of a letter and is printed on one of two letterhead forms: NY and Non-NY. The letters
are folded, stuffed and mailed without the involvement of IA department personnel.




     Functional Requirements



     There are no inserts.



     Business Requirements




	 	•	 	Output can be mailed directly to the recipients.
	 
	 	•	 	Output for New York must be printed on New York letterhead and mailed in New York envelopes.
	 
	 	•	 	Correspondence with a foreign address can be mailed directly with the appropriate
postage applied.
	 
	 	•	 	Proof of mailing is not applicable.





     Archiving



     Printed output is not archived.



     Print Volumes



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Job	 	Description	 	Output File	 	Frequency	 	Run	 	January	 	February	 	March	 	April	 	May
	 	 	 	 	Format	 	 	 	Times	 	2004	 	2004	 	2004	 	2004	 	2004
	LABB0750	 	Termination of benefit letters
	 	Formatted output	 	    Daily	 	8:00 PM	 	 	206	 	 	 	194	 	 	 	—	 	 	 	226	 	 	 	238	 
	LABM0350	 	Secured benefit account letters
	 	Formatted output	 	    Daily	 	8:00 PM	 	 	302	 	 	 	292	 	 	 	—	 	 	 	382	 	 	 	524	 
	LABB0700	 	EFT audit letters
	 	Formatted output	 	Monthly	 	8:00 PM	 	 	82	 	 	 	69	 	 	 	—	 	 	 	70	 	 	 	81	 
	LABB0250	 	Explanation of benefit pages
	 	Formatted output	 	    Daily	 	8:00 PM	 	 	413	 	 	 	406	 	 	 	—	 	 	 	445	 	 	 	409	 
	LABM0100	 	Verification of living status (VSL) letter
	 	Formatted output	 	Annually	 	8:00 PM	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 	 	 	—	 
	—	 	Total impressions per month
	 	 	—	 	 	 	 	 	 	 	 	 	 	 	1003	 	 	 	961	 	 	 	 	 	 	 	1123	 	 	 	1252	 






     Forms 



	 	 	 
	TOB:

	 	LA-4029/EP 11/01 – letterhead
	TOB New York:

	 	LA-4029/NYEP 3/02 – letterhead
	SBA:

	 	LA-4029/EP 11/01 – letterhead
	EFT audit:

	 	LA-4029/EP 11/01 – letterhead
	EOB:

	 	LA-4029/EP 11/01 – letterhead
	EOB NewYork:

	 	LA-4029/NYEP 03/02 – letterhead
	VLS:

	 	LA-4029/EP 11/01 – letterhead
	VLS New York:

	 	LA-4029/NYEP 3/02 — letterhead







Termination of benefit (TOB) letters are produced daily by job LABB0750. Letters are sent based
on selection criteria advising payees of last payment. The trigger is when a contract is at or
near the end of benefit payout period.



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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW





Secure benefit account (SBA) letters are produced daily by job LABM0350. Letters are sent to
selected payees offering an SBA program.




EFT audit letters are produced monthly by job LABB0700. The output is a report listing EFT
recipients with payments starting in the month. The trigger is the entry of customer request
for benefit payment via EFT.




Explanation of benefits (EOB) letters are produced daily by job LABB0250. The output is sent to
EOB recipients. The trigger is the entry of customer EOB request into the administrative
system.




Verification of living status (VLS) letters are produced annually by job LABM0100. Letters are
sent to annuitants and payees without an SSN on their record in the administrative system. The
trigger is when the SSN is not entered on customer record (this can be a valid condition when
tax reporting is not required for the individual).



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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW




2.1.6.6 Individual Life




     Functional Requirements



     There are no inserts.



     Business Requirements




	 	•	 	All policy output must be available for print at Symetra H.Q. by 5:00am the next
Business Day .





     Archiving



     Paper copies are scanned and stored.



     Print Volumes



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	Output File	 	Run	 	January	 	February	 	March	 	April	 	May
	Job	 	Description	 	Format	 	Times	 	2004	 	2004	 	2004	 	2004	 	2004
	LISA0095

	 	Owner term renewal letter,

agent term renewal letter,

owner secondary addr. letter,

agent secondary addr. letter
	 	Formatted output
	 	10:00 PM
	 	 	1,257	 	 	 	1,188	 	 	 	1,041	 	 	 	1,339	 	 	 	1,105	 
	LISA0105

	 	Cyberscribe agent setters, surrender letter

cyberscribe records letters, premium pymt

letter

cyberscribe owner letters, initial pymt

letter
	 	Formatted output
	 	10:00 PM
	 	 	16,185	 	 	 	15,317	 	 	 	13,152	 	 	 	15,523	 	 	 	15,326	 
	LISA0106

	 	Vul confirm owner letters,

Vul confirm agent letters,

Vul confirm records letters
	 	Formatted output
	 	10:00 PM
	 	 	480	 	 	 	331	 	 	 	443	 	 	 	301	 	 	 	586	 
	LISA0116

	 	Disbursement payee letters,

Disbursement agent letters,

Disbursement Symetra letters
	 	Formatted output
	 	10:00 PM
	 	 	1,017	 	 	 	1,205	 	 	 	1,082	 	 	 	1,451	 	 	 	1,346	 
	LISA0118

	 	Life fund allocation letters
	 	Formatted output
	 	9:00 PM
	 	 	576	 	 	 	279	 	 	 	543	 	 	 	210	 	 	 	849	 
	LISA0119

	 	Life reinstatement letters
	 	Formatted output
	 	10:00 PM
	 	 	453	 	 	 	541	 	 	 	358	 	 	 	414	 	 	 	380	 
	LISA0121

	 	Credit card expiry letter — payer,

credit card sxpiry letter — agent,

credit card expiry letter — payer,

masterplan gio notify report,

masterplan gio letters — owner,

masterplan gio letter — agent
	 	Formatted output
	 	10:00 PM
	 	 	1,593	 	 	 	1,434	 	 	 	1,490	 	 	 	1,605	 	 	 	1,796	 
	LISA0122

	 	Policyholder letters / ind accounting,

Symetra copy of letters / ind. acct’ing,

agent copy of letters / mail room
	 	Formatted output
	 	10:00 PM
	 	 	763	 	 	 	672	 	 	 	664	 	 	 	856	 	 	 	773	 
	LISA0123

	 	Maintenance letters,

address change letters
	 	Formatted output
	 	10:00 PM
	 	 	1,165	 	 	 	1,282	 	 	 	1,246	 	 	 	1,595	 	 	 	1,390	 
	LISA0125

	 	GDB/GCB notify letters,

term/expiry notify letters,

term rider/expiry letters,

ETI expiry notify letters,

Maturing policy letters,

Symetra gio notify letters
	 	Formatted output
	 	10:00 PM
	 	 	880	 	 	 	823	 	 	 	730	 	 	 	978	 	 	 	854	 
	LISA0126

	 	Lapse/Nfo letters — insured copy,

Lapse/Nfo letters — agent copy,

Lapse/Nfo letters — record copy
	 	Documerge printstream
	 	10:00 PM
	 	 	7,634	 	 	 	6,793	 	 	 	5,622	 	 	 	7,090	 	 	 	7,034	 
	LISA0335

	 	Lis.Pa0335.detail.crown,

Lis.Pa0335.detail.lincoln,

Lis.Pa0335.reports.lincoln,

reinsurance report
	 	Tape, formatted output
	 	11:00 PM
	 	 	 	—	 	 	—	 	 	 	—	 	 	 	—	 	 	—
	 
	—

	 	Total impressions per month
	 	—
	 	 	 	 	30,903	 	 	 	29,865	 	 	 	26,371	 	 	 	31,362	 	 	 	31,439	 





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Symetra Life Insurance Company

Schedule 2G — Output Processing Service SOW




Forms 




Letterhead

Lapse:          LO-1147 10/01



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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW




2.1.6.7 Mortgage Loan



Symetra offers mortgage loans to businesses for purchasing property, buildings, etc. The output
produced to service these loans include tax statements for interest earned and invoices for loan
payments.




     Functional Requirements




	 	•	 	These outputs are mailed in standard packaging.
	 
	 	•	 	The 1098’s must be mailed in envelopes indicating “Tax Document Enclosed”.
	 
	 	•	 	Trigger for 1098’s is year-end.
	 
	 	•	 	Trigger for invoices is 20 days prior to payment due date.
	 
	 	•	 	A return envelope is inserted with non-EFT invoices.





     Business Requirements




	 	•	 	1098’s can be mailed directly to the recipient/borrower.
	 
	 	•	 	If the mailing address on the invoice indicates Symetra, return the print to Symetra.
	 
	 	•	 	Proof of mailing is created for the invoices.





     Archiving



     1098’s are not currently archived.
     
Invoices are archived.



     Print Volumes



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	January	 	February	 	March	 	April	 	May
	Job	 	Description	 	Output File Format	 	Run Times	 	2004	 	2004	 	2004	 	2004	 	2004
	SCL02600

	 	SCL 1098 misc.

income (annual)
	 	Formatted output
	 	10:00 PM
	 	 	1,237	 	 	 	—	 	 	 	—	 	 	 	—	 	 	—

	EOS03000

	 	SCL invoices
	 	Formatted output
	 	2:00 AM
	 	 	500	 	 	 	500	 	 	 	500	 	 	 	500	 	 	 	500	 
	—

	 	Total impressions

per month
	 	—
	 	 	 	 	1,737	 	 	 	500	 	 	 	500	 	 	 	500	 	 	 	500	 






Forms 




1098’s:           CR-289/EP 2/90

Invoices:       CR-0322/EP 3/00 and CR-0317/EP 3/00 (perforated)



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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW




2.1.6.8 EFT Letters



These are letters of confirmation for benefit payments paid via electronic funds transfers (EFT)
from the LRP administrative system for income annuities.




     Functional Requirements



     There are no inserts.



     Business Requirements



     There are no special handling requirements.



     Archiving



     Printed output is archived.



     Print Volumes



	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	January	 	 	February	 	 	March	 	 	April	 	 	May	 
	Job	 	Description	 	Output File Format	 	Run Times	 	2004	 	 	2004	 	 	2004	 	 	2004	 	 	2004	 
	LAD60306
	 	EFT letters	 	Documerge printstream	 	10:00 PM	 	 	166	 	 	 	164	 	 	 	166	 	 	 	166	 	 	 	166	 






     Forms 



     EFT letter:       letterhead (LA-4029/EP 11/01)


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Symetra Life Insurance Company

Schedule 2G — Output Processing Service SOW





2.2 Test Environments



ACS must provide the ability to perform end-to-end testing in a fully functioning test
environment for all stages of testing (unit, integration, acceptance, regression, parallel, system
and quality assurance).



All test data must be secured according to Symetra standards. (There is potential that customer
information is present in the test files and environments)



2.3 Test Outputs



Test outputs are produced for many of the same jobs used to create production outputs. Timing
on these is random, and used only when maintenance or improvements are required.



Online viewing and/or test outputs must be available to Symetra within 24hrs.



Symetra needs the ability to run test jobs and print all, some, or none of the output. As an
example: If Symetra is doing statement testing Symetra does not want to print contracts. Symetra
may be able to accommodate this by sending only the files Symetra wants printed.



Symetra needs the ability to print and search specific data that is available for on-line
viewing.



A method for generating outputs and readily reviewing the results is necessary. This includes
both on-line viewing and reliable 1 to 1 test printing.



ACS must provide a process for ensuring that test runs are kept distinctly separate from production runs.



2.4 Audit Reports



Audit reports are required and must be designed and developed as part of this project. This
report would contain, at a minimum, the number of prints produced, sorted by department and output
type.



2.5 Proof of Mailing



The Proof of mailing consists of an affidavit page that lists some key identifying
information, the documents in the packet and a signature space. The key identifiers would include
the policy number. These are currently processed with the print job. These forms are completed,
signed and stored for 10 years.



2.6 Printed Output Archive



Printed output is currently archived in a Symetra developed repository. The data is currently
kept in the electronic print system (EPS) permanent archive forever (no limit on retention). There
are approximately 6 million AFP images currently available on DASD or tape.



Data passes through either an EOS job or a department job that provides an indexed copy of the
print file to the EPS system for archival. EPS archives the same file that originally goes to the
printer to create the output sent to agents or customers. These archived documents are stored in
APF format for use with IBM printers. The archive index key consists of up to 14 alphanumeric
characters.



Reprints are currently requested through an IMS REPRINT transaction that batches up all the day’s
reprint requests and prints/distributes them all at the same time during the nightly batch cycle.
When a reprint is requested, the output generated is an exact duplicate of the original. The
output is not “reconstructed” from form images plus data; rather, the output is a complete, intact
copy of the original printed document.




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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW






In addition to the IMS REPRINT transaction, access is possible through browser-based viewing of
both forms and stored transaction images. These images are converted from AFP to PDF format on the
fly.



It is necessary for this archived information to continue to be available for reprint and on-line
viewing after switching to the new output processing systems. Online viewing should be available
for a minimum of 18 months. Symetra prefers that all images be located in one repository, rather
than being scattered between many. This means that these images will need to be converted from
Symetra’s archive to another archive. To accomplish this, the following options have been
identified:



Option 1. Convert Symetra’s archived images to ACS’ archive system. Images could be stored either
by ACS or be Symetra after the appropriate software has been installed. This is Symetra’s
preferred option.



Option 2. Clone Symetra’s existing archive and transfer all new archive images to it on a daily
basis. This archive would be managed by a Third Party vendor for Symetra



ACS shall assist Symetra with conversion to their repository, whether residing with ACS or
purchased from ACS and installed by Symetra.



Regardless of which option is chosen, the data shall remain the property of Symetra.






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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW





2.7 Forms



Forms currently exist in many formats, including electronic Documerge AFP forms, AFP page
segments, and printer overlays, and also pre-printed forms including letterhead, covers, agent card
stock. While IBM/AFP processes and printers are currently used, their continued use is not a
requirement.



2.7.1 Documerge Forms



Documerge forms include the annuity contract forms, life insurance policy forms, annual and
quarterly statements forms, and some of the correspondence forms. They are coded from mockups
using WordPerfect with Print Commander and Tag Commander plug-ins.



2.7.2 Line Text Forms



Many outputs are printed directly using the IBM Print Services Facility. These processes tend
to use pre-printed forms and overlays.



2.7.3 Page Segments



Page segments are graphic elements such as logos, symbols or small blocks of text that are
inserted into forms. They are either coded directly onto the form or placed on the form
dynamically by the application allowing substitution of different logos on the same form. There
are currently 43 of these page segments being used as listed below.



Page segments are created either from mockups (usually in Word format) or from PDFs. They are
created by processing through a bit converter and uploaded to the mainframe libraries using legacy
developed code. They are saved in AFP format.



The PDF versions are created using the IBM PDFTOAFP conversion utility, and are used when graphic
detail is more challenging and critical. Better resolution is achievable with this method.




Page Segments Currently in Use




	 	 	 	 	 
	FCD Number	 	Description	 	Comments
	FCD303

	 	“Correction”	 	 
	FCD365

	 	Randy Talbot	 	 
	FCD385
	 	 	 	 
	FCD416
	 	 	 	 
	FCD546

	 	Midwestern United Life Ins Co
	 	Logo
	FCD365

	 	Randy Talbot
	 	Signature
	FCD374

	 	Randy Talbot
	 	Signature with title
	FCD436

	 	Scott L. Bartholomaus
	 	Signature with full title
	FCD563

	 	!VIVA!
	 	Logo
	FCD569

	 	“CURRENT ACCOUNT HOLDINGS.	 	 
	FCD572

	 	Graphic element, 2 boxes	 	 
	FCD573

	 	Graphic element, 3 boxes	 	 
	FCD574

	 	Graphic element, 4 boxes	 	 
	FCD575

	 	Graphic element, 5 boxes	 	 
	FCD576

	 	Graphic element, 6 boxes	 	 
	FCD577

	 	Graphic element, 7 boxes	 	 
	FCD578

	 	Graphic element, 8 boxes	 	 
	FCD598

	 	George Pagos
	 	Signature
	FCD599

	 	TM line	 	 
	FCD600

	 	Logo	 	 
	FCD601

	 	TM line	 	 
	FCD602

	 	How to Contact us	 	 
	FCD603

	 	How to Contact us	 	 






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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW





	 	 	 	 	 
	FCD Number	 	Description	 	Comments
	FCD604

	 	How to Contact us	 	 
	FCD605

	 	How to Contact us	 	 
	FCD606

	 	If you have questions concerning
this notice.	 	 
	FCD607

	 	If you have questions concerning this statement,.	 	 
	FCD608

	 	If you have questions concerning this notice,.	 	 
	FCD609

	 	If you have questions concerning this notice,.	 	 
	FCD610

	 	Amount received with.
	 	Bold line with text
	FCD611

	 	If you have questions.
	 	Bold line with text
	FCD612

	 	If you have questions.
	 	Bold line with text
	FCD613

	 	American States Life Insurance
	 	Address/Landscape
	FCD614

	 	Life Insurance Company
	 	Address/Landscape
	FCD615

	 	American States Life Insurance
	 	Address/Landscape
	FCD616

	 	Life Insurance Company
	 	Address/Landscape
	FCD617

	 	Bold line with text
	 	Landscape
	FCD618

	 	Bold line with text
	 	Landscape
	FCD619

	 	Scott L. Bartholomaus
	 	Signature with full title
	FCD620

	 	Scott L. Bartholomaus
	 	Signature with full title for NY
	FCD621

	 	Logo with address	 	 
	FCD622

	 	Logo with address
	 	For NY
	FCD623

	 	American States Insurance
	 	Logo
	FCD624

	 	Amount received with.
	 	Bold line with text






2.7.4 Overlays



Printer overlays are currently used by many of the daily print jobs, especially those written
using line text output. Their basic purpose was to allow creation of graphical elements that were
previously difficult to code and maintain on forms, especially lines or boxes. Using more modern
forms creation processes and tools, it should be possible to eliminate the need for these overlays.
For example, one overlay is merely a box creating a border around a text page. Tax forms, billing
statements and some correspondence currently use overlays. There are currently 31 overlays in use,
as listed below.




	 	 	 
	Overlays
	010110

	 	LTRC53
	010120

	 	LTRCI3
	DMGALL

	 	LTRCM3
	DMGDFD

	 	LTRCR3
	DMGDFS

	 	LTRCW3
	DP701

	 	LTRSI3
	DP740

	 	LTRSM3
	DP1088

	 	LTRSR3
	DP1222

	 	LTRSW3
	FUL1SP

	 	NY4029
	LA4029

	 	P701
	LNB1

	 	P740B
	LPA2

	 	P813
	LPA4

	 	SHORT
	LPAA

	 	STD1SP
	LPAL
	 	 






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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW





2.7.5 Character Sets




Character Sets Currently in Use




	 	 	 
	Character	 	 
	Set	 	Description
	AM12

	 	Gothic 12 pitch with Fat-Dash character in the Tilde (-)
position. Used for processing on AIMS machine.
	AOD

	 	Gothic and OCR-A 10 pitch
	CR10

	 	Courier 10 pitch
	FM12

	 	Format 12 pitch
	GB12

	 	Gothic Bold 12 pitch
	GF10

	 	Gothic Folded 10 pitch
	GF12

	 	Gothic Folded 12 pitch
	GF15

	 	Gothic Folded 15 pitch
	GS10

	 	Gothic 10 pitch
	GS12

	 	Gothic 12 pitch
	GS15

	 	Gothic 15 pitch
	GT10

	 	Gothic Text 10 pitch
	GT12

	 	Gothic Text 12 pitch
	GT15

	 	Gothic Text 15 pitch
	GT18

	 	Gothic Text 18 pitch
	GT20

	 	Gothic Text 20 pitch
	GU12

	 	Gothic Underscored 12 pitch
	GU15

	 	Gothic Underscored 15 pitch
	H10B

	 	Helvetica Latin 1 Bold 10 pitch
	H12B

	 	Helvetica Latin 1 Bold 08 pitch
	H12I

	 	Helvetica Latin 1 Italic 12 pitch
	H08M

	 	Helvetica Latin 1 08 pitch
	H10M

	 	Helvetica Latin 1 10 pitch
	H12M

	 	Helvetica Latin 1 12 pitch
	LC12

	 	Gothic 12 Pitch with Lower Case
	QN

	 	Gothic






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Symetra
Life Insurance Company

Schedule 2G — Output Processing Service SOW




2.7.6 Pre-printed Forms



Refer to the following list of forms. pre-printed forms are used when the 8-1/2 by 11 format is
not suitable, when special perforations are required, or when color is desired — on letterhead for
instance. All of the daily printing is now done black on white.




Pre-printed Forms




	 	 	 
	Forms	 	Description
	1280

	 	3900 (tractor feed) continuous forms paper
	4000

	 	Cuts sheet roll paper
	DP154

	 	15” wide, 8.5” high, white, tractor feed, not perforated
	DP300
	 	 
	DP365

	 	Labels, 13” wide, 12” high, tractor feed, 27 x 1-1/4 x 3-3/4
	DP488/LU1184

	 	New business worksheet, 9.5” wide, 11” high, pre-printed, tractor feed
	G1190

	 	W9 important tax notice — action is required
	G1191

	 	Second backup withholding warning
	L-9610 08/01

	 	Individual life policy cover, 8.5” wide, 11” high, cut sheet, pre-printed
	L-9813

	 	Individual life agent card, 11” wide, 8.5” high, cut sheet, pre-printed
	LA-2090

	 	Letterhead, 8.5” wide, 11” high, pre-printed, cut sheet
	LA-2100

	 	Letterhead, 9.5” wide, 11” high, pre-printed, tractor feed (not perforated)
	LG-1105/DP 6/90

	 	Group cards, 11” wide, 8.5” high, pre-printed, tractor feed, perforated edges
	LO-1120/DP 4/03

	 	Billing form, 9.5” wide, 7” high, pre-printed, tractor feed, not perforated
	LO-1172

	 	Card stock, 8.5” wide, 11” high, cut sheet, perforated 2 halves — top/bottom
	LO-1173

	 	Card stock, 8.5” wide, 11” high, cut sheet, perforated 3 thirds — top/middle/bottom
	LO-1174

	 	Card stock, 8.5” wide, 11” high, cut sheet, perforated 4 quadrants
	LPC-339/DP 3/97

	 	Certificate label, 7” wide, 10” high, tractor feed, two 6” by 4-3/4 labels
	LU750

	 	Letterhead, 8.5” wide, 11” high, pre-printed, cut sheet
	W2-C

	 	W2-C
	W765

	 	Check stock, MICR printer






2.7.7 Forms Conversion



Forms will need to be converted from the Safeco electronic forms libraries, along with page
segments, overlays, and character sets. Suitable substitutions or replacements for some of these
elements will be considered, especially for overlays. Forms usage is not currently directed by the
existing Documerge capabilities.





	 	•	 	All forms are contained in either of two libraries. One contains only the american
states forms (approximately 3,000), while the second contains all the other forms
(approximately 2,450).
	 
	 	•	 	The approximately 3000 american states forms are currently part of a project effort to
eliminate the forms, slated to be complete by year-end 2004.
	 
	 	•	 	We may have up to an additional 1200 forms due to the name change not being accepted in
all 50 states. The details will need to be further defined.





Forms can be categorized as follows





	 	•	 	Deferred annuity contract related forms (~950)
	 
	 	•	 	Individual life insurance policies — Symetra (~1,500)
	 
	 	•	 	Individual life insurance policies — american states life (~3,000)
	 
	 	•	 	Statements (~10)
	 
	 	•	 	Confirmations (~5)
	 
	 	•	 	Other correspondence (~25)




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Life Insurance Company

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Annuity contracts include welcome letters, guarantee association, privacy and other notices,
endorsements, contract summaries, state-filed contract pages, customer application, and covers.

Forms tracking is currently accomplished using an IMS database rather than the Documerge forms
management functions. It is referred to as the electronic forms management (EFM), and it keeps
track of which forms are to be used to complete a given contract or policy. The key to this
database includes:





	 	•	 	Company
	 
	 	•	 	Product
	 
	 	•	 	Line of business
	 
	 	•	 	State
	 
	 	•	 	Working date (not process date)
	 
	 	•	 	Department key (s)




This database will remain available to Symetra, but other methods for specifying and selecting the
appropriate forms sets are also of interest and will be considered.



2.7.8 Forms Coding and Maintenance



Forms coding and maintenance functions are currently “outsourced” to Safeco. Symetra does not
perform this function. Forms are coded using either WordPerfect with Print Commander and Tag
Commander plug-ins, or using DCF (limited mainly to landscape formats). Forms are compatible with
Documerge version V3.0.6 with DocuGraph installed for pie charts.



Since the workload is highly variable, ranging from little to very high when new products or
re-filings are required making management of internal coding resources difficult, Symetra is
interested in having these services provided.



Issues that need to be addressed include:





	 	•	 	Assignment of permanent contact representative and backup
	 
	 	•	 	Defined escalation process for urgent or unresolved issues
	 
	 	•	 	Qualification of coding staff
	 
	 	•	 	Turn-around time, standard and expedited
	 
	 	•	 	Cost for standard request
	 
	 	•	 	Cost for expedited request
	 
	 	•	 	Methods for proofing and approving forms in process
	 
	 	•	 	Method for introducing and maintaining forms in test and production






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Schedule 2G — Output Processing Service SOW




2.8 File Transfers




     File transfer protocols for daily extract files will need to be defined and developed for
reliable, efficient, secure, cost-effective transfers. Symetra is contracting with a Third Party
vendor to provide hosting of its mainframe and server-based applications. Output extract files
will originate from the Third Party vendor location(s), and coordination of these transfers will be
managed by them on Symetra’s behalf.



     The need for local printing can be accomplished in a number of ways. The methods chosen to
accomplish this will determine the destination of files returned to Symetra.




	 	•	 	ACS could print at their local facilities and deliver printed documents on a regular
daily schedule. A consideration however is that batch outputs are not produced until later
in the evening or early the next morning.
	 
	 	•	 	Symetra could provide space for certain local, time sensitive print jobs (e.g., check
printing and cut-sheet documents, etc.). The printers themselves could be owned and run by
either Symetra or ACS as negotiated.






	2.8.1	 	Outgoing Files (from Symetra/Infrastructure Third Party vendor)






	 	•	 	Daily batch outputs
	 
	 	•	 	On-line or special request
	 
	 	•	 	Test outputs






	2.8.2	 	Incoming Files (to Symetra)






	 	•	 	Reports and audits
	 
	 	•	 	Local printstream files
	 
	 	•	 	Printed output archive files






	2.8.3	 	Specify the Following






	 	•	 	Facility recommendations
	 
	 	•	 	Recommended production transfer methods
	 
	 	•	 	Recommended test transfer methods
	 
	 	•	 	Data encryption requirements
	 
	 	•	 	Data security specifications






	2.8.4	 	File Sizes




Refer to the following list of current file extract sizes. Please note that these extract
files were created for internal use and have not been compressed or designed for network transfer
efficiency.




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Schedule 2G — Output Processing Service SOW




Current Extract Files Sizes




	 	 	 	 	 	 	 	 	 	 	 
	Category/System	 	Description	 	Job	 	File Size	 	 	Frequency
	 	 	 	 	 	 	(Mbytes)	 	 	 
	Statements
	 	 	 	 	 	 	 	 	 	 
	CK4/Cyberlife
	 	CK4 extract - feeds EOS03LFB	 	[***]	 	 	0.7 to 2.3	 	 	Daily
	DSS
	 	Agent compensation statements - feeds EOS03LFC	 	[***]	 	 	2	 	 	Daily
	Paris
	 	Case statements	 	[***]	 	 	700	 	 	Daily
	Paris
	 	Deferred annuity statements- feeds EOS03LFS	 	[***]	 	 	4 to 10,800	 	 	Quarterly/Daily
	Vantage — One
	 	Deferred annuity statements - feeds EOS03LFS	 	[***]	 	 	4 to 7,200	 	 	Quarterly/Daily
	 
	 	 	 	 	 	 	 	 	 	 
	Policies and Contracts
	 	 	 	 	 	 	 	 	 	 
	CK4/Cyberlife
	 	Individual policy pages	 	[***]	 	 	31	 	 	Daily
	CK4/Cyberlife
	 	Individual policy pages, agent cards/labels	 	[***]	 	 	2	 	 	Daily
	CK4/Cyberlife
	 	Individual policy pages	 	[***]	 	 	32	 	 	Daily
	CK4/Cyberlife
	 	Individual policy pages	 	[***]	 	 	1	 	 	Daily
	CK4/Cyberlife
	 	ASL policy pages	 	[***]	 	 	2	 	 	Daily
	CK4/Cyberlife
	 	Individual policy pages	 	[***]	 	 	2	 	 	Daily
	CK4/Cyberlife
	 	DPFS schedule pages,	 	[***]	 	 	3	 	 	Daily
	 
	 	new business worksheets,	 	 	 	 	 	 	 	 
	 
	 	agent cards, mailing labels	 	 	 	 	 	 	 	 
	CK4/Cyberlife
	 	DPFS schedule pages, new business worksheets,	 	[***]	 	 	5	 	 	Daily
	 
	 	agent cards, mailing labels DPFS	 	 	 	 	 	 	 	 
	 
	 	schedule pages	 	 	 	 	 	 	 	 
	CK4/Cyberlife
	 	Policy cover letters	 	[***]	 	 	4	 	 	Daily
	CK4/Cyberlife
	 	Amendment letters for new business	 	[***]	 	 	1	 	 	Daily
	Vantage — One
	 	Deferred annuity contracts	 	[***]	 	 	20	 	 	Daily
	 
	 	 	 	 	 	 	 	 	 	 
	Billing Statements
	 	 	 	 	 	 	 	 	 	 
	CK4/Cyberlife
	 	Billing letters	 	[***]	 	 	15	 	 	Daily
	CK4/Cyberlife
	 	List bill	 	[***]	 	 	 	 	 	Monthly
	CK4/Cyberlife
	 	Premium payment	 	[***]	 	 	 	 	 	Monthly
	Group
	 	Billing statements - self administered	 	[***]	 	 	2	 	 	Monthly
	Group
	 	Billing statements - List bill	 	[***]	 	 	2	 	 	Monthly
	Paris
	 	List bill statements	 	[***]	 	 	25	 	 	Daily
	Paris
	 	Paris loan billings	 	[***]	 	 	5	 	 	Weekly
	Vantage — One
	 	List bill statements	 	[***]	 	 	2	 	 	Daily
	 
	 	 	 	 	 	 	 	 	 	 
	Tax Forms
	 	 	 	 	 	 	 	 	 	 
	FMS — LTR
	 	1099s and W2 corrections	 	[***]	 	 	2	 	 	Daily
	FMS — LTR
	 	1099R customer	 	[***]	 	 	50	 	 	Yearly
	FMS — LTR
	 	1099I customer	 	[***]	 	 	3	 	 	Yearly
	FMS — LTR
	 	1099M customer	 	[***]	 	 	9	 	 	Yearly
	FMS — LTR
	 	1099LTC - typed manually	 	[***]	 	 	1	 	 	Yearly
	FMS — LTR
	 	1099I state	 	[***]	 	 	1	 	 	Yearly
	FMS — LTR
	 	1099M state	 	[***]	 	 	1	 	 	Yearly
	FMS — LTR
	 	1099R state	 	[***]	 	 	1	 	 	Yearly
	FMS — LTR
	 	5498 customer	 	[***]	 	 	20	 	 	Daily
	FMS — LTR
	 	W2 (non-payroll) customer	 	[***]	 	 	1	 	 	Annual
	FMS — LTR
	 	W2 G typed manually	 	[***]	 	 	1	 	 	Yearly
	FMS — LTR
	 	W2 state	 	[***]	 	 	1	 	 	Yearly






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial
Corp., this information has been filed separately with the Securities and Exchange Commission.






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Schedule 2G — Output Processing Service SOW





	 	 	 	 	 	 	 	 	 	 	 
	Category/System	 	Description	 	Job	 	File Size	 	 	Frequency
	 	 	 	 	 	 	(Mbytes)	 	 	 
	FMS — B-Notice
	 	B-notice customer as-required	 	[***]	 	 	 	 	 	On request
	FMS — B-Notice
	 	B-notice customer as-required	 	[***]	 	 	 	 	 	On request
	 
	 	 	 	 	 	 	 	 	 	 
	Checks
	 	 	 	 	 	 	 	 	 	 
	FMS — CDS
	 	Check printing - direct mailing	 	[***]	 	 	62	 	 	Daily
	FMS — CDS
	 	Check printing - return to Symetra	 	[***]	 	 	34	 	 	Daily
	FMS — CDS
	 	Check printing - local printing	 	[***]	 	 	1	 	 	Daily
	 
	 	 	 	 	 	 	 	 	 	 
	Notices/Correspondence
	 	 	 	 	 	 	 	 	 	 
	Bank Reconciliation System
	 	Customer service letters for standard accounts	 	[***]	 	 	8	 	 	Monthly
	CK4/Cyberlife
	 	Owner term renewal letter	 	 	 	 	 	 	 	 
	 
	 	Agent term renewal letter 

Owner secondary addr. letter	 	 	 	 	 	 	 	 
	 
	 	Agent secondary addr. letter	 	[***]	 	 	3	 	 	Daily
	CK4/Cyberlife
	 	Cyberscribe agent letters, surrender letters	 	 	 	 	 	 	 	 
	 
	 	Cyberscribe records letters, premium pymt letters	 	 	 	 	 	 	 	 
	 
	 	Cyberscribe owner letters, initial pymt  letters	 	[***]	 	 	8	 	 	Daily
	CK4/Cyberlife
	 	Vul confirm owner letters	 	 	 	 	 	 	 	 
	 
	 	Vul confirm agent letters	 	 	 	 	 	 	 	 
	 
	 	Vul xonfirm records letters	 	[***]	 	 	2	 	 	Daily
	CK4/Cyberlife
	 	Disbursement payee letters	 	 	 	 	 	 	 	 
	 
	 	Disbursement agent letters	 	 	 	 	 	 	 	 
	 
	 	Disbursement Symetra letters	 	[***]	 	 	4	 	 	Daily
	CK4/Cyberlife
	 	Fund allocation letters	 	[***]	 	 	2	 	 	Daily
	CK4/Cyberlife
	 	Reinstatement letters	 	[***]	 	 	2	 	 	Daily
	CK4/Cyberlife
	 	Credit card expiry letters - payer	 	[***]	 	 	3	 	 	Daily
	 
	 	Credit card expiry letters - agent	 	 	 	 	 	 	 	 
	 
	 	Masterplan gio notify report	 	 	 	 	 	 	 	 
	 
	 	Masterplan gio letters - owner	 	 	 	 	 	 	 	 
	 
	 	Masterplan gio letters - agent	 	 	 	 	 	 	 	 
	CK4/Cyberlife
	 	Policyholder/Symetra/agent letters	 	[***]	 	 	2	 	 	Daily
	CK4/Cyberlife
	 	Maintenance letters Address change letters	 	[***]	 	 	4	 	 	Daily
	CK4/Cyberlife
	 	GDB/GCB notify letters,	 	[***]	 	 	2	 	 	Daily
	 
	 	Term/expiry notify letters,	 	 	 	 	 	 	 	 
	 
	 	Term rider/expiry letters,	 	 	 	 	 	 	 	 
	 
	 	ETI expiry notify letters,

 Maturing policy letters,	 	 	 	 	 	 	 	 
	 
	 	Symetra gio notify letters	 	 	 	 	 	 	 	 
	CK4/Cyberlife
	 	Lapse/Nfo letters - insured copy,	 	[***]	 	 	9	 	 	Daily
	 
	 	Lapse/Nfo letters - agent copy,	 	 	 	 	 	 	 	 
	 
	 	Lapse/Nfo letters - record copy	 	 	 	 	 	 	 	 
	CK4/Cyberlife
	 	Lis.Pa0335.detail.crown, Lis.Pa0335.detail.lincoln,	 	[***]	 	 	2	 	 	monthly
	 
	 	Lis.Pa0335.reports.lincoln,	 	 	 	 	 	 	 	 
	 
	 	Reinsurance report	 	 	 	 	 	 	 	 
	DSS
	 	EComp update validation letters feed	 	[***]	 	 	2 to 590	 	 	Daily
	FMS — CAPS/PAC
	 	EFT letters	 	[***]	 	 	1	 	 	Daily
	Group
	 	ERISA policy holder letter	 	[***]	 	 	4	 	 	Monthly
	Group
	 	Renewal activity reporting - census letters	 	[***]	 	 	1	 	 	Monthly
	Group
	 	60 worksheets, rate sheets, renewals	 	[***]	 	 	1	 	 	Monthly
	LAB — Income Annuities
	 	Termination of benefit letters	 	[***]	 	 	1	 	 	Daily
	LAB — Income Annuities
	 	Secured benefit account letters	 	[***]	 	 	2	 	 	Daily
	LAB — Income Annuities
	 	EFT audit letters	 	[***]	 	 	1	 	 	Monthly
	LAB — Income Annuities
	 	Explanation of benefit pages	 	[***]	 	 	6	 	 	Daily
	LAB — Income Annuities
	 	Verification of living status letters (VSL)	 	[***]	 	 	 	 	 	Annually
	Paris
	 	Confirmation statements	 	[***]	 	 	2	 	 	Daily
	Paris
	 	Confirmation statements	 	[***]	 	 	2	 	 	Daily
	Paris
	 	Confirmation statements	 	[***]	 	 	4	 	 	Daily
	Paris
	 	Confirmation statements	 	[***]	 	 	1	 	 	Daily
	Paris
	 	IVR participant interface - PIN change	 	[***]	 	 	1	 	 	Daily
	Paris
	 	Annuity payment confirms	 	[***]	 	 	2	 	 	Monthly






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial
Corp., this information has been filed separately with the Securities and Exchange Commission.




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Schedule 2G — Output Processing Service SOW





	 	 	 	 	 	 	 	 	 	 	 
	Category/System	 	Description	 	Job	 	File Size	 	 	Frequency
	 	 	 	 	 	 	(Mbytes)	 	 	 
	Paris
	 	RMD letters	 	[***]	 	 	2	 	 	Daily
	Paris
	 	Schedule a letters and commission reports	 	[***]	 	 	4	 	 	Monthly
	Paris
	 	Corporate audit reports	 	[***]	 	 	1	 	 	Daily
	Paris
	 	Mutual fund letters	 	[***]	 	 	1	 	 	Daily
	SCL
	 	Mortgage loan 1098 misc. income	 	[***]	 	 	4	 	 	Annual
	Vantage — One
	 	Confirmation statements	 	[***]	 	 	1 to 21	 	 	Daily
	Vantage — One
	 	Confirmation statements	 	[***]	 	 	0.25	 	 	Daily
	Vantage — One
	 	RMD letters	 	[***]	 	 	0.5	 	 	Daily
	Vantage — One
	 	Mutual fund letters	 	[***]	 	 	1	 	 	Daily





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial
Corp., this information has been filed separately with the Securities and Exchange Commission.







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Symetra Life Insurance Company

Schedule 2G — Output Processing Service SOW





	2.9	 	Future Needs




Future needs are identified here so that ACS can verify their ability to support the requests.
These may either be added to the scope of this project effort or delayed for future enhancements,
depending on the complexity and timelines.





	2.9.1	 	All Systems






	 	•	 	Automate handling of checks that come back to Symetra for various reasons.
	 
	 	•	 	Automate handling of schedule a letters and commission reports for retirement services.
	 
	 	•	 	Integrate systems for increased efficiency, improved automation, and movement toward
electronic communication processes.
	 
	 	•	 	Set up electronic information transfer with agents rather than continuing to print,
process and mail large quantities of agent copies.
	 
	 	•	 	Establish electronic billing presentment and payment capability.
	 
	 	•	 	Automate foreign address mailings.
	 
	 	•	 	Convert overlays to forms.






	2.9.2	 	Income Annuities






	 	•	 	Online view capability for all correspondence generated and mailed/faxed.
	 
	 	•	 	Automated contract issuance.






	2.9.3	 	Agent Compensation Statements






	 	•	 	Ability to stuff mailers in with statements (preferably automated).
	 
	 	•	 	Outsource Summit campaign production statements.
	 
	 	•	 	Ability to add campaign letters and statements to related outputs (preferably automated).
	 
	 	•	 	Ability to request stop pay on checks.






	2.9.4	 	Retirement Services — Paris Annuity Case Statements and Annuity Billing Statements






	 	•	 	Cover letter auto generated.
	 
	 	•	 	Non-formatted output converted to formatted using forms.
	 
	 	•	 	Ability to insert free-form comments on statements.






	2.9.5	 	Retirement Services — Confirms, Audit Reports, RMD Letters, and Commission Reports






	 	•	 	Ability to automate inserts with mailings.
	 
	 	•	 	Online view and archive of all confirms from Paris output.
	 
	 	•	 	Confirmation that the vendor pulled and disposed of the output.
	 
	 	•	 	Incorporate trip credit reports into mailings to agents.
	 
	 	•	 	Automate the matching and mailing of the schedule a letters and commission reports.
Would require a database of TPA codes and Agent ID’s for corresponding addresses.
	 
	 	•	 	Consider merging the content of the schedule a letters and the commission report into one output.
	 
	 	•	 	Incorporate PSA mailings into other mailings as an insert.





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Schedule 2G — Output Processing Service SOW





	2.9.6	 	Finance — Tax Forms






	 	•	 	The forms are currently created as overlays, and text is manually placed by the
application (Checkfree IRS/SRS/W2). These are difficult to maintain. It is preferred that
these overlays be converted to electronic forms with variable tags. Multiple versions
(previous years) can then be readily retrieved and used as needed. Updating the form would
require no programming changes, unless a new tag was added.
	 
	 	•	 	Automate form 1042S for non-resident aliens.






	2.9.7	 	Individual Life






	 	•	 	Electronic transmission of agent mailings.
	 
	 	•	 	Automate policies






	2.9.8	 	Mortgage Loan 1098’s




Ability to reproduce documents from the archive.





	2.9.9	 	Group






	 	•	 	Archive and view online
	 
	 	•	 	Automate mailings






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Schedule 2G — Output Processing Service SOW




Appendix A — System Flows




Output Processes

This generic process applies to most of our printed outputs











 




			
	1	 	Some processes create line text output directly and do not require print stream generation software
	 
	2	 	Electronic Forms Management is mainly needed for Contracts and Policies
	 
	3	 	Overlays are used for forms with complex lines and boxes (like federal or state tax forms)
	 
	4	 	Only Statements, Confirms, Contracts, Policies and some correspondence are archived




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Schedule 2G — Output Processing Service SOW






CK4 and Cyberlife Printed Output Process









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Schedule 2G — Output Processing Service SOW




DSS Printed Output Process










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Symetra Life Insurance Company

Schedule 2G — Output Processing Service SOW




FMS — CDS — LTR — CAPS Printed Output Process










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Schedule 2G — Output Processing Service SOW





Group Printed Output Process










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Schedule 2G — Output Processing Service SOW




Income Annuities Printed Output Process










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Symetra Life Insurance Company

Schedule 2G — Output Processing Service SOW




Paris Printed Output Process










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Schedule 2G — Output Processing Service SOW




Vantage-One Printed Output Process










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Schedule 2G — Output Processing Service SOW




Table 1. Forms Creation and Maintenance SLRs.



ACS shall meet the following SLRs commencing on the Handover Date (unless a different date is
expressly set forth in a particular SLR).




FORMS CREATION AND MAINTENANCE SLRs




	 	 	 	 	 	 	 
	General          	 	 	 	Performance	 	 
	Administration Task	 	Service Measure	 	Target	 	SLR Performance %
	Code new forms from 

mockup (create draft)

	 	Response time
(SLA/SLR
measurement and
performance Target
adjustment period
of 90 calendar days
after the Handover
Date)
	 	Within 3 Business

Days
	 	[***]%
	 
	 	 	 	 	 	 
	Modify existing forms

	 	Response time
(SLA/SLR
measurement and
performance Target
adjustment period
of 90 calendar days
after the Handover
Date)
	 	Within 2 Business

Days
	 	[***]%







Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial
Corp., this information has been filed separately with the Securities and Exchange Commission.




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Schedule 2G — Output Processing Service SOW




FORMS CREATION AND MAINTENANCE SLRs






	 	 	 	 	 	 	 
	General          	 	 	 	Performance	 	 
	Administration Task	 	Service Measure	 	Target	 	SLR Performance %
	Create new page
segments/graphic elements
(i.e. logos)

	 	Response time
(SLA/SLR
measurement and
performance Target
adjustment period
of 90 calendar days
after the Handover
Date)
	 	Within 2 Business

Days
	 	[***]%
	 
	 	 	 	 	 	 
	Complete corrections
based on review of new or
modified drafts

	 	Response time
(SLA/SLR
measurement and
performance Target
adjustment period
of 90 calendar days
after the Handover
Date)
	 	Within 1 Business Day
	 	[***]%
	 
	 	 	 	 	 	 
	Move to production

	 	Response time
(SLA/SLR
measurement and
performance Target
adjustment period
of 90 calendar days
after the Handover
Date)
	 	Move to production
-completed upon
approval for
requests received
per agreed to
schedule
	 	[***]%
	 
	 	 	 	 	 	 
	Make form available
to view online

	 	Response time
	 	Next Business Day
after move to
production
	 	[***]%






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial
Corp., this information has been filed separately with the Securities and Exchange Commission.





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Schedule 2G — Output Processing Service SOW



FORMS CREATION AND MAINTENANCE SLRs







	 	 	 	 	 	 	 
	General          	 	 	 	Performance	 	 
	Administration Task	 	Service Measure	 	Target	 	SLR Performance %
	 	 	Formula	 	Number of requests completed within
Performance Target /total of all requests
occurring during Measurement Interval
	 
	 	 	 	 	 	 
	 	 	Measurement Interval	 	Capture daily, measure monthly, report

monthly within approved operational windows
	 
	 	 	 	 	 	 
	 	 	Measurement tool	 	To be agreed by the Parties






Table 2. Daily Production Processing SLRs




DAILY PRODUCTION PROCESSING SLRs




	 	 	 	 	 	 	 
	General          	 	 	 	Performance	 	 
	Administration Task	 	Service Measure	 	Target	 	SLR Performance %
	Daily and Weekly
Batch Outputs — ACS
Location

	 	Response time
	 	Print, Package,
Postage, mailing
completed during
next Business Day
after receipt by
print and mail
center
	 	[***]%
	 
	 	 	 	 	 	 
	Daily and
Weekly Batch
Outputs — Local
Processing
Delivered to
Symetra

	 	Response time
	 	Printed outputs
returned to Symetra
per agreed to
schedule
	 	[***]%
	 
	 	 	 	 	 	 
	Monthly Batch
Outputs — ACS
Location

	 	Response Time
	 	Print, Package,
Postage, mailing
completed within
two Business Days
after receipt by
print and mail
center
	 	[***]%
	 
	 	 	 	 	 	 
	Monthly Batch
Outputs — Local
Processing
Delivered to
Symetra

	 	Response time
	 	Printed outputs
returned to Symetra
per agreed to
schedule
	 	[***]%






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial
Corp., this information has been filed separately with the Securities and Exchange Commission.





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Symetra Life Insurance Company

Schedule 2G — Output Processing Service SOW





	 	 	 	 	 	 	 
	General          	 	 	 	Performance	 	 
	Administration Task	 	Service Measure	 	Target	 	SLR Performance %
	Quarterly and
Annual Outputs

	 	Response time
	 	Print, Package,
Postage, mailing
completed per
agreed to schedule
	 	[***]%
	 
	 	 	 	 	 	 
	Returns for 

bad address

	 	Response time
	 	Return information
to Symetra by next
Business Day after
determination
	 	[***]%
	 
	 	 	 	 	 	 
	Returns for
mail ruined during
processing and
handling

	 	Response time
	 	Recreate and mail
by next Business
Day. Mail ruined
during pre-sort
process will be
delayed an
additional Business
Day.
	 	[***]%
	 
	 	 	 	 	 	 
	 	 	Formula	 	Number of requests completed within
performance Target /total of all requests
occurring during Measurement Interval
	 
	 	 	 	 	 	 
	 	 	Measurement

Interval	 	Capture daily, measure monthly, report

monthly within approved operational

windows
	 
	 	 	 	 	 	 
	Measurement tool	 	 	 	To be agreed by the Parties






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial
Corp., this information has been filed separately with the Securities and Exchange Commission.





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Symetra Life Insurance Company

Schedule 2G — Output Processing Service SOW




Table 3. Testing SLRs




TESTING SLRs




	 	 	 	 	 	 	 
	General          	 	 	 	Performance	 	 
	Administration Task	 	Service Measure	 	Target	 	SLR Performance %
	Printed, end-to-end 

test output 

availability

	 	Response time
	 	Complete test job
within 1 Business
Day of receipt of
test extract
file(s) and
submission of job
request
	 	[***]%
	 
	 	 	 	 	 	 
	Test support

	 	Response time
	 	Resolve testing

output failures

within 1 Business

Day
	 	[***]%
	 
	 	 	 	 	 	 
	 	 	Formula	 	Number of requests completed within
performance Target /total of all requests
occurring during Measurement Interval
	 
	 	 	 	 	 	 
	 	 	Measurement Interval	 	Capture daily, measure monthly, report

monthly within approved operational

windows
	 
	 	 	 	 	 	 
	 	 	Measurement tool	 	To be agreed by the Parties







Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial
Corp., this information has been filed separately with the Securities and Exchange Commission.





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 Page  64 of  64 









Table of Contents





Symetra Life Insurance Company (Symetra) 

Schedule 2H — Content Management Services SOW




Schedule 2H



Content Management Services SOW 




for




Symetra Life Insurance Company (Symetra)




Final Draft




December 30, 2004




Confidential Information




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Table of Contents





Symetra Life Insurance Company (Symetra) 

Schedule 2H — Content Management Services SOW




TABLE OF CONTENTS




	 	 	 	 	 	 	 
	1.0

	 	Content Management Solution Overview
	 	 	1	 
	2.0

	 	Content Management Strategy Goals:
	 	 	1	 
	3.0

	 	Current Environment
	 	 	2	 
	4.0

	 	Content Management Requirements
	 	 	3	 






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Symetra Life Insurance Company (Symetra) 

Schedule 2H — Content Management Services SOW




1.0
Content Management Solution Overview





The Content Management Services are the Services and activities, detailed in this Content
Management Services SOW, required to provide and support Symetra with a number of Content
Management Services. ACS is responsible for full provision, operation and management of Content
Management Services including, but not limited to, the following Services:




	 	•	 	Conversion off of the current content management solution (the “Content Management
Solution”)
	 
	 	•	 	Ongoing document capture Services
	 
	 	•	 	Records management processes to address the regulatory and compliance retention policies
	 
	 	•	 	The Cross Functional Services as defined in Schedule 2A — Cross Functional Services SOW
	 
	 	•	 	Possible addition conversion of some existing paper files and microfiche records




As depicted in Figure 1 below, in addition to the Services described in this Content Management
Services SOW, ACS is responsible for providing the Services described in Schedule 2A - Cross
Functional Services SOW. Figure 1 depicts the relationship between the Cross Functional Services
SOW, and all SOWs within the scope of the Agreement as of the Effective Date.




	 	 	 	 	 	 	 	 	 	 	 	 	 
	Cross Functional SOW

	 	 	 	 	 	 	 	 	 	 	 	 	 
	Data 

Center 

Services 

SOW
	 	Distributed

Computing

Services

SOW
	 	Data

Network

Services

SOW
	 	Voice

Comm.

Services

SOW
	 	Help Desk

Services

SOW
	 	Output

Processing

Services

SOW
	 	Content

 Management

Services

SOW






Figure 1: Service Towers with Cross Functional Services View




2.0 Content Management Strategy Goals



The following are the key high-level Service objectives Symetra expects to achieve through
outsourced content management Services and this Content Management Services SOW:





	 	•	 	Create a shared and common enterprise solution, which multiple lines of business can
leverage to maximize value and minimize costs.
	 
	 	•	 	Create a highly scalable multi-site platform that will allow Symetra to reuse content,
business logic, and design elements to reduce implementation costs in new areas.





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Symetra Life Insurance Company (Symetra) 

Schedule 2H — Content Management Services SOW





	 	•	 	Ensure compliance with industry regulations through improved records management.
	 
	 	•	 	Provide the ability to integrate with other Third-Party systems.
	 
	 	•	 	Increase Operational Efficiencies
	 
	 	•	 	Improve customer service to internal and external customers
	 
	 	•	 	Increase customer retention
	 
	 	•	 	Reduction of lost documents
	 
	 	•	 	Reduction of paper storage requirements and the physical space that it requires
	 
	 	•	 	Dramatic decrease in the time and labor required to search for and retrieve documents
	 
	 	•	 	Increased work capacity and productivity (without adding employees)
	 
	 	•	 	Allow authorized End Users to put new and changed content into the Content Management
Solution without IT involvement





3.0 Current Environment





Symetra currently has 24 million images and their associated index values in FileNet’s
Content Services 5.1, running on one Compaq DL380 server with 1 GIG RAM, 1.6 Terabytes of virtual
memory (currently half full), and 2 RAID 5 arrays (each array has 14 drives). The property
manager, storage manager and SQL v7.0 database (index metadata) are all located on the same
server. The majority of the images are multi-page group IV tiffs (no annotations, no versioning).
There are a small number of files in their native file format (Microsoft Word, Microsoft Excel,
and PDF). The conversion process needs to be completed in as short a period of time as possible
to minimize the impact on Symetra’s ability to provide its current level of customer service.




Currently, there are five areas at Symetra that use document capture services provided by the
Safeco Corporation: Retirement Services, Income Annuities, Group Benefits, Agency Appointments,
and Individual. There are also a number of additional departments that are interested in
participating in the content management solution once it has been implemented. Currently, with
the exception of one process, the document capture occurs at the backend of the workflow after all
processing has been completed. The exception is in Individual, where a portion of the documents
are captured upfront and exported into Individual’s Business Process Management (“BPM”) tool
(Viewstar). Symetra would like to modify its internal processes to allow for upfront scanning for
all workflows, thus allowing Symetra to take advantage of some of the efficiencies provided by a
BPM tool. Utilizing an upfront capture model will require that the vast majority of Symetra
documents be captured within 24 hours of receipt at the capture facility. At this time, there are
three known exceptions to this 24 hour turnaround; the Individual New Business workflow, and the
variable products in both Individual and Retirement Services, all of which require four hour
turnaround times. ACS will work with Symetra to develop more detailed Service specifications.




The 2003 document capture volumes for each of the Symetra entities using the Safeco Corporate
Content Management Solution are as follows:



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Symetra Life Insurance Company (Symetra) 

Schedule 2H — Content Management Services SOW




	 	 	 	 	 	 	 	 	 
	 	 	Documents	 	Pages
	Agency Appointments
	 	 	18,644	 	 	 	41,319	 
	Group Benefits
	 	 	10,511	 	 	 	185,456	 
	Income Annuities
	 	 	24,145	 	 	 	156,858	 
	Individual (upfront)
	 	 	136,843	 	 	 	253,025	 
	Individual
	 	 	267,146	 	 	 	2,006,578	 
	Retirement Services
	 	 	286,760	 	 	 	755,380	 







In performing the content management Services required hereunder, ACS will work closely with
Symetra to ensure a smooth transition and ACS shall meet all of the requirements set forth in this
Content Management Services SOW.




The following provides additional detail on the current Content Management Solution provided by
Symetra:




	 	•	 	FileNet Content Services 5.1
	 
	 	•	 	1 Compaq DL380 Server






	 	•	 	1 GIG RAM
	 
	 	•	 	1.6 Terabytes of virtual memory (currently half full)
	 
	 	•	 	2 RAID 5 arrays (each array has 14 drives).






	 	•	 	Property manager, storage manager and SQL v7.0 database (index metadata) are all
located on the same server.
	 
	 	•	 	Two content services libraries with 6 document classes (Individual and the rest of
Symetra)
	 
	 	•	 	Majority of images are multi-page group IV tiffs (no annotations, no versioning)
	 
	 	•	 	A small number of files in their native file format (Microsoft Word, Microsoft Excel,
and PDF)
	 
	 	•	 	Captiva’s Input Accel 4.0 for capture.
	 
	 	•	 	24 million images and their associated index values.
	 
	 	•	 	300,000 images added a month.
	 
	 	•	 	700 users accessing documents.
	 
	 	•	 	Characters to Index 10-30 depending on business.





4.0 Content Management Requirements



ACS shall provide content management Services to support the following Services requirements
and specifications:




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Symetra Life Insurance Company (Symetra) 

Schedule 2H — Content Management Services SOW





	 	•	 	Document Capture:






	 	•	 	Single or batch document scanning
	 
	 	•	 	Image enhancement (Deskew, despeckle, etc.)
	 
	 	•	 	OCR/ICR
	 
	 	•	 	Customizable interface






	 	•	 	Library functions:






	 	•	 	Storage of scanned Images, digital assets (images, sound, movies),
Microsoft Office documents, and publishing output.
	 
	 	•	 	Managed content with the ability for End Users to check in and check out
documents, create versions, and track changes made to the content.
	 
	 	•	 	Ability to add annotations to scanned images
	 
	 	•	 	Ability to use Microsoft Active Directory for security
	 
	 	•	 	Records management for regulatory and compliance issues (Retention, SOX, etc)
	 
	 	•	 	A security model that controls access to view, publish, annotate, and delete
content. Security by user groups, document class, and document.






	 	•	 	Search Function:






	 	•	 	A robust search engine with index based search criteria to find content.
	 
	 	•	 	A security model that controls access to view, publish, annotate, and delete
content.
	 
	 	•	 	An application programming interface (API) to provide a single browser-based
interface to multiple repositories/systems.
	 
	 	•	 	Viewer with the following functions:






	 	—	 	Reverse, rotate, scale, scroll, and zoom.
	 
	 	—	 	Annotations and markups, such as highlight, stamp, initials.
	 
	 	—	 	Thin client — Internet Explorer






	 	•	 	Application Integration:






	 	•	 	401K On-Line enrollment — Upload to Content Management Solution
	 
	 	•	 	Facsimile Transmissions — Upload to Content Management Solution
	 
	 	•	 	Upload of files in their native file format (Microsoft Word, Microsoft Excel,
Microsoft PowerPoint, Microsoft Outlook, PDF) to Content Management Solution
	 
	 	•	 	Clarify CRM
	 
	 	•	 	EiStream ViewStar Workflow
	 
	 	•	 	RightFax





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Symetra Life Insurance Company (Symetra) 

Schedule 2H — Content Management Services SOW




Content Management — Daily Production Processing SLRs




	 	 	 	 	 	 	 
	General Administration	 	 	 	Performance	 	 
	Task	 	Service Measure	 	Target	 	SLR Performance %
	Incoming mail returns

	 	Response time


(SLA/SLR
measurement and
performance Target
adjustment period
of 90 days after
production
deployment date)
	 	Returns completed
within
 1 Business
Day after
determination that
documents cannot be
processed
(illegible, damaged
mail, out sorts,
etc.)
	 	[***]%
	 
	 	 	 	 	 	 
	 	 	Formula	 	To be agreed by the Parties
	 
	 	 	 	 	 	 
	 	 	Measurement Interval	 	Capture daily, measure monthly, report monthly within approved operational windows
	 
	 	 	 	 	 	 
	 	 	Measurement Tool	 	Web report






Content Management — Printed Output Image Archive SLRs




	 	 	 	 	 	 	 
	General Administration	 	 	 	Performance	 	 
	Task	 	Service Measure	 	Target	 	SLR Performance %
	Accessibility of
archived output data
from FileNet

	 	Response time


(SLA/SLR
measurement and
performance Target
adjustment period
of 90 days after
production
deployment date)
	 	Within 1 Business
Day of
corresponding print
output
	 	[***]%
	 
	 	 	 	 	 	 
	Availability of
archived images from
FileNet

	 	Number of responses



(SLA/SLR
measurement and
performance Target
adjustment period
of 90 days after
production
deployment date)
	 	Archive system
available during
scheduled hours
	 	[***]%





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.




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Page 5









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Symetra Life Insurance Company (Symetra) 

Schedule 2H — Content Management Services SOW





Content
Management — Printed Output Image Archive SLRs




	 	 	 	 	 	 	 
	General Administration	 	 	 	Performance	 	 
	Task	 	Service Measure	 	Target	 	SLR Performance %
	Online Viewing

	 	Response time


(SLA/SLR
measurement and
performance Target
adjustment period
of 90 days after
production
deployment date)
	 	Document viewable
within 5 seconds of
valid request for
data
	 	[***]%
	 
	 	 	 	 	 	 
	 	 	Formula	 	Number of requests completed within
performance Target/total of all requests
occurring during Measurement Interval
	 
	 	 	 	 	 	 
	 	 	Measurement Interval	 	Capture daily, measure monthly, report

monthly within approved operational

windows
	 
	 	 	 	 	 	 
	 	 	Measurement Tool	 	To be agreed by the Parties






Content Management — Capture Management SLRs




	 	 	 	 	 	 	 
	General Administration	 	 	 	Performance	 	 
	Task	 	Service Measure	 	Target	 	SLR Performance %
	Scanning

	 	Scanning accuracy


(SLA/SLR
measurement and
performance Target
adjustment period
of 90 days after
production
deployment date)
	 	Straight on the
screen and readable
from left to right,
In focus and
clearly readable on
the computer
screen. No data is
cutoff


Less than 5 degrees
of skew from the
original image.
Blank backside
pages are properly
deleted. Failure of
any one or more of
these targets
contributes a
reduction in
scanning
performance.
	 	[***]%





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.





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Page 6









Table of Contents





Symetra Life Insurance Company (Symetra) 

Schedule 2H — Content Management Services SOW



Content Management — Capture Management SLRs






	 	 	 	 	 	 	 
	General Administration	 	 	 	Performance	 	 
	Task	 	Service Measure	 	Target	 	SLR Performance %
	Indexing

	 	Scanning accuracy


(SLA/SLR
measurement and
performance Target
adjustment period
of 90 days after
production
deployment date)
	 	Index Accuracy is
defined as the
overall accuracy of
all index fields
except for memo
fields. All index
fields will be in
error if one
character is wrong.
Memo field accuracy
is based on the
contents of the
entire field. If
the memo field is
unreadable, it will
count as an error
in the accuracy
calculation.
	 	[***]%
	 
	 	 	 	 	 	 
	Timeliness of turnaround

	 	Response time


(SLA/SLR
measurement and
performance Target
adjustment period
of 90 days after
production
deployment date)
	 	Completed within 24
hours of cut-off
schedule (cut-off
schedule to be
agreed by the
parties)
	 	[***]%
	 
	 	 	 	 	 	 
	Backfiles

	 	Response time


(SLA/SLR
measurement and
performance Target
adjustment period
of 90 days after
production
deployment date)
	 	Backfiles, (paper
and/or fiche), are
imaged within 1
Business Day as
requested
	 	[***]%
	 
	 	 	 	 	 	 
	Records Retention

	 	Document retention
life cycle


(SLA/SLR
measurement and
performance Target
adjustment period
of 90 days after
production
deployment date)
	 	Documents retained
according to
schedule
	 	[***]%






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.




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Page 7









Table of Contents





Symetra Life Insurance Company (Symetra) 

Schedule 2H — Content Management Services SOW


Content Management — Capture Management SLRs





	 	 	 	 	 	 	 
	General Administration	 	 	 	Performance	 	 
	Task	 	Service Measure	 	Target	 	SLR Performance %
	Receipt and Sorting

	 	Response time


(SLA/SLR
measurement and
performance Target
adjustment period
of 90 days after
production
deployment date)
	 	Within 24 hours of
cut-off schedule
(cut-off schedule
to be agreed by the
Parties)


Overnight and
Special Delivery
mail are scanned
within 4 Business
Day Hours of
receipt. Not to
exceed 5% of the
daily volume.
	 	[***]%
	 
	 	 	 	 	 	 
	Rescans

	 	Response time


(SLA/SLR
measurement and
performance Target
adjustment period
of 90 days after
production
deployment date)
	 	Within 90 day
retention period,
rescans will occur
within 24 hours of
receipt of the
request
	 	[***]%
	 
	 	 	 	 	 	 
	Requests for Originals

	 	Response time


(SLA/SLR
measurement and
performance Target
adjustment period
of 90 days after
production
deployment date)
	 	Within the 90 day
retention period,
an original request
will be returned to
Symetra within 24
hours of receipt of
the request
provided that
storage file is
easily identifiable
	 	[***]%
	 
	 	 	 	 	 	 
	Destruction / Recycling

	 	Response time


(SLA/SLR
measurement and
performance Target
adjustment period
of 90 days after
production
deployment date)
	 	Documents destroyed
per document
retention/destruction schedule
(schedule to be
agreed by the
Parties)
	 	[***]%
	 
	 	 	 	 	 	 
	 	 	Formula	 	Total number of measured items minus the
number of items in error, divided by the
total number of measured items.
	 
	 	 	 	 	 	 
	 	 	Measurement Interval	 	Capture daily, measure monthly, report

monthly within approved operational

windows
	 
	 	 	 	 	 	 
	 	 	Measurement Tool	 	Varies depending on the task






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.




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Symetra Life Insurance Company (Symetra) 

Schedule 2H — Content Management Services SOW





FileNet Content Management — Daily Hosting Production Processing SLRs




	 	 	 	 	 	 	 
	General Administration	 	 	 	 	 	 
	                  Task	 	Service Measure	 	Performance Target	 	SLR Performance %
	Acceptance of Inbound
PDF Images from
Output

	 	FileNet system’s
importation of
inbound PDFs from
the ACS supported
output system per
agreed to schedule 


Response time


(SLA/SLR
measurement and
performance Target
adjustment period
of 90 days after
production
deployment date)
	 	Images should be
imported into the
FileNet system
within 4 Business
Hours.
	 	[***]%
	 
	 	 	 	 	 	 
	 	 	Formula	 	Number of requests completed within
performance Target/total of all requests
occurring during Measurement Interval
	 
	 	 	 	 	 	 
	 	 	Measurement Interval	 	Capture daily, measure monthly, report

monthly within approved operational windows
	 
	 	 	 	 	 	 
	 	 	Measurement Tool	 	Varies depending on the task






4.1 Reports



Without limiting the terms of Section 2.11.1 of the Agreement, ACS shall provide written reports to
Symetra regarding ACS’ compliance with the SLRs and other content management reports specified in
this Content Management Services SOW.






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.




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Page 9









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Symetra Life Insurance Company (Symetra) 

Schedule 2H — Content Management Services SOW






5.0 Referenced SOW Appendices and SOW Schedules




5.1 Referenced Data Center SOW Appendices



Not applicable.



Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.






Confidential Information




Page 10








Table of Contents





Symetra Life Insurance Company (Symetra)

Schedule 3—Fees




Schedule 3




Fees




for




Symetra Life Insurance Company




October 28, 2004





			
	 	 	 
	Mod 04
	 	Confidential Information
	 
	 	 







 









Table of Contents






Symetra Life Insurance Company (Symetra)

Schedule 3—Fees






Table of Contents




	 	 	 	 	 
	1.0 Annual Services Fees
	 	 	2	 
	2.0 Management Fees
	 	 	2	 
	3.0 Transition Fees
	 	 	3	 
	4.0 Baselines
	 	 	3	 
	5.0 Fees For Recurring Services
	 	 	5	 
	5.1 Fixed Unit Pricing
	 	 	5	 
	5.2 ARC/RRC Units; Adjustments Outside of Deadband Allowance
	 	 	5	 
	6.0 Basis of Pricing and Assumptions
	 	 	6	 
	6.1 Basis of Pricing
	 	 	6	 
	6.2 Key Assumptions
	 	 	7	 
	 
	 	 	 	 
	List of Tables
	 	 	 	 
	 
	Table 1. Annual Services Fees
	 	 	2	 
	Table 2. Management Fees
	 	 	2	 
	Table 3. Transition Fees
	 	 	3	 
	Table 4. Baselines
	 	 	3	 
	 
	 	 	 	 
	Table of Appendices
	 	 	 	 
	 
	 	 	 	 
	Appendix A Detailed Transition Fees
	 	 	 	 
	Appendix B ARC/RRC Unit Prices
	 	 	 	 






			
	 	 	 
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Table of Contents






Symetra Life Insurance Company (Symetra)

Schedule 3—Fees




1.0 Annual Services Fees




The following are the Annual Services Fees for the Services, subject to adjustments as
provided for in this Schedule 3 and in the Agreement. The Annual Services Fees will be divided by
twelve (12) to determine the amount of fees to be invoiced monthly. If there is an adjustment to
the Annual Services Fees, then the monthly amount will be recalculated on a going-forward basis,
and the adjusted amount of Annual Services Fees will replace and supersede the prior Annual
Services Fees for purposes of Table 1 below.



Table 1. Annual Services Fees




	 	 	 	 	 
	YEAR	 	Amount
	Year 1 Annual Services Fees
	 	$	13,640,154	 
	Year 2 Annual Services Fees
	 	$	12,899,830	 
	Year 3 Annual Services Fees
	 	$	12,516,300	 
	Year 4 Annual Services Fees
	 	$	13,146,859	 
	Year 5 Annual Services Fees
	 	$	13,844,623	 
	 
	 	 	 	 
	Total Annual Services Fees
	 	$	66,047,766	 








 




			
	Note:	 	Annual Services Fees include all recurring carrier and network costs.
Mod 04 removed output supplies and DR funding for output





ACS hereby grants to Symetra a sales inducement credit equal to $[***] Dollars
($ $[***] ), which Symetra shall have the right to apply against invoices issued by ACS
during the first twelve (12) months following the Effective Date, provided that the dollar amount
of any single application shall not exceed $[***] ($ $[***] ).



2.0 Management Fees




ACS will establish, staff and operate a program management office in accordance with Schedule
1 (Relationship Management) and Schedule 2 (Service Tower Services). The Fees for those Services
are included in the Annual Services Fees and are identified in Table 2 below:



Table 2. Management Fees




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	Monthly	 	Monthly	 	Monthly	 	Monthly	 	Monthly
	Item Description	 	Year 1	 	Year 2	 	Year 3	 	Year 4	 	Year 5
	Management Fees – Data Center
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Management Fees – Distributed Computing
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Management Fees – Help Desk
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Management Fees – Network
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Management Fees – Voice
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Management Fees – Output
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Management Fees – Content
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Total Management Fees
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp.,
this information has been filed separately with the Securities and Exchange Commission.



			
	 	 	 
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Symetra Life Insurance Company (Symetra)

Schedule 3—Fees




3.0 Transition Fees




      The following are the transition / one-time Fees for the Services.



Table 3. Transition Fees




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Item Description	 	Year 1	 	Year 2	 	Year 3	 	Year 4	 	Year 5
	Transition Fees – Data Center
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Transition Fees – Distributed Computing
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Transition Fees – Help Desk
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Transition Fees – Network
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Transition Fees – Voice
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Transition Fees – Output Processing
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Transition Fees – Content Management
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	 
	Total Transition Fees
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 






The transition Fees will be invoiced as Services are received, due in accordance with Section
6.3.1 (b) of the Agreement. Invoicing will itemize: hardware, software, telecommunication
pass-through charges and professional Services fees. The transition Fees referenced above are
described in greater detail in Appendix A.



4.0 Baselines




Table 4 sets forth the Baselines for each of the first five (5) Contract Years (estimates only
in the case of Contract Years two (2) through five (5)). The Baselines shall be re-set as provided
in Section 6.2.3 of the Agreement.



Table 4. Baselines




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	BASELINES
	Item Description	 	Year 1	 	Year 2	 	Year 3	 	Year 4	 	Year 5
	Data Center
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Mainframe Server (MIPS)
	 	 	410	 	 	 	410	 	 	 	410	 	 	 	437	 	 	 	503	 
	Mainframe DASD (GB)
	 	 	1,883	 	 	 	2,353	 	 	 	2,941	 	 	 	3,677	 	 	 	4,596	 
	Mainframe Tape
	 	 	13,540	 	 	 	14,217	 	 	 	14,928	 	 	 	15674	 	 	 	16,458	 
	Microfiche
	 	 	9,000	 	 	 	6,750	 	 	 	5,063	 	 	 	3,797	 	 	 	2,848	 
	Laser (3900) Printer
	 	 	415,972	 	 	 	332,742	 	 	 	266,193	 	 	 	212,955	 	 	 	170,364	 
	NT Application Server
	 	 	36	 	 	 	38	 	 	 	40	 	 	 	42	 	 	 	44	 
	NT Database Server
	 	 	6	 	 	 	7	 	 	 	8	 	 	 	9	 	 	 	10	 
	NT File/Print Server
	 	 	16	 	 	 	17	 	 	 	18	 	 	 	19	 	 	 	20	 
	NT Messaging Server
	 	 	9	 	 	 	10	 	 	 	10	 	 	 	11	 	 	 	12	 
	NT Web/http
	 	 	19	 	 	 	20	 	 	 	11	 	 	 	22	 	 	 	23	 
	Other NT Servers
	 	 	21	 	 	 	24	 	 	 	27	 	 	 	29	 	 	 	31	 
	Additional Infrastructure Support
	 	 	21	 	 	 	7.05	 	 	 	28.5	 	 	 	21	 	 	 	22.05	 
	Development/Test/QA
	 	 	80	 	 	 	84	 	 	 	88	 	 	 	92	 	 	 	97	 
	NT Tape Backup
	 	 	7.5	 	 	 	10	 	 	 	12.5	 	 	 	15.0	 	 	 	17.5	 
	NT SAN Storage
	 	 	16,384	 	 	 	16,384	 	 	 	18,432	 	 	 	20,480	 	 	 	22,528	 
	Project Pool Hours
	 	 	100	 	 	 	100	 	 	 	100	 	 	 	100	 	 	 	100	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Distributed Computing
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Management Services
	 	 	1	 	 	 	1	 	 	 	1	 	 	 	1	 	 	 	1	 
	Desktop
Support - Remote Offices
	 	 	103	 	 	 	103	 	 	 	103	 	 	 	103	 	 	 	103	 
	Laptop
Support - Remote Offices
	 	 	36	 	 	 	36	 	 	 	36	 	 	 	36	 	 	 	36	 






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp.,
this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
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	 	 	BASELINES
	Item Description	 	Year 1	 	Year 2	 	Year 3	 	Year 4	 	Year 5
	PDA Support - Remote Offices
	 	 	26	 	 	 	26	 	 	 	26	 	 	 	26	 	 	 	26	 
	**Distributed High-volume
Production/Printing
	 	 	1	 	 	 	1	 	 	 	1	 	 	 	1	 	 	 	1	 
	Network-Attached Printer Support - HQ
& Remote
	 	 	73	 	 	 	75	 	 	 	77	 	 	 	79	 	 	 	81	 
	IMProvider for PCs / Net Printers -
Remote Offices
	 	 	26	 	 	 	26	 	 	 	26	 	 	 	27	 	 	 	27	 
	**IMProvider
for Servers - HQ & Remote
	 	 	1	 	 	 	1	 	 	 	1	 	 	 	1	 	 	 	1	 
	Desktop Support and Engineering
	 	 	1112	 	 	 	1108	 	 	 	1106	 	 	 	1103	 	 	 	1101	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Help Desk
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Help Desk Calls
	 	 	973	 	 	 	997	 	 	 	1,020	 	 	 	1,045	 	 	 	1,045	 
	Help Desk Tool Use (Symetra IT Use of
Provider Tools)
	 	 	17	 	 	 	18	 	 	 	19	 	 	 	19	 	 	 	19	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Data Network
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Managed Routers
	 	 	15	 	 	 	15	 	 	 	15	 	 	 	15	 	 	 	15	 
	Managed Switches
	 	 	17	 	 	 	17	 	 	 	17	 	 	 	17	 	 	 	17	 
	Managed DSUs/CSUs
	 	 	5	 	 	 	5	 	 	 	5	 	 	 	5	 	 	 	5	 
	Managed Firewalls
	 	 	4	 	 	 	4	 	 	 	4	 	 	 	4	 	 	 	4	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Voice
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Large PBX’s (Over 300 handsets /
Extensions)
	 	 	1,007	 	 	 	1,030	 	 	 	1,053	 	 	 	1,077	 	 	 	1,101	 
	PBX Handsets
	 	 	1,110	 	 	 	1,133	 	 	 	1,156	 	 	 	1,180	 	 	 	1,204	 
	PBX -Like Services
	 	 	1,110	 	 	 	1,133	 	 	 	1,156	 	 	 	1,180	 	 	 	1,204	 
	ACD-Like Services
	 	 	150,000	 	 	 	153,600	 	 	 	157,286	 	 	 	161,061	 	 	 	164,927	 
	IVR-Like Services
	 	 	150,000	 	 	 	153,600	 	 	 	157,286	 	 	 	161,061	 	 	 	164,927	 
	Voice Mail Systems
	 	 	1,248	 	 	 	1,271	 	 	 	1,294	 	 	 	1,318	 	 	 	1,342	 
	Voice Circuit Monitoring
	 	 	1	 	 	 	1	 	 	 	1	 	 	 	1	 	 	 	1	 
	Call Recording
	 	 	1	 	 	 	1	 	 	 	1	 	 	 	1	 	 	 	1	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Output
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Page Output (Simplex Printed Page)
	 	 	612,214	 	 	 	673,435	 	 	 	740,779	 	 	 	814,857	 	 	 	896,343	 
	Post-Processing
	 	 	306,650	 	 	 	337,315	 	 	 	371,047	 	 	 	408,152	 	 	 	448,967	 
	6x9 envelopes
	 	 	287,105	 	 	 	315,816	 	 	 	347,398	 	 	 	382,138	 	 	 	420,352	 
	Automated flat envelopes
	 	 	9,014	 	 	 	9,915	 	 	 	10,907	 	 	 	11,998	 	 	 	13,198	 
	Boxes
	 	 	10,362	 	 	 	11,398	 	 	 	12,538	 	 	 	13,792	 	 	 	15,171	 
	Binding
	 	 	169	 	 	 	186	 	 	 	205	 	 	 	226	 	 	 	249	 
	Storage
	 	 	500	 	 	 	575	 	 	 	661	 	 	 	760	 	 	 	874	 
	Forms Coding and Maintenance
	 	 	208	 	 	 	208	 	 	 	208	 	 	 	208	 	 	 	208	 
	Postal Presorting
	 	 	287,105	 	 	 	315,816	 	 	 	347,398	 	 	 	382,138	 	 	 	420,352	 
	Supplies to be supplied by Symetra
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	6x9 envelopes
	 	 	287,105	 	 	 	315,816	 	 	 	347,398	 	 	 	382,138	 	 	 	420,352	 
	Flat envelopes
	 	 	9,014	 	 	 	9,915	 	 	 	10,907	 	 	 	11,998	 	 	 	13,198	 
	Boxes
	 	 	10,362	 	 	 	11,398	 	 	 	12,538	 	 	 	13,792	 	 	 	15,171	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Content Management
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	744,049 annual document volumes
	 	 	744,049	 	 	 	744,049	 	 	 	744,049	 	 	 	744,049	 	 	 	744,049	 
	Annual number of pages
	 	 	3,398,616	 	 	 	3,398,616	 	 	 	3,398,616	 	 	 	3,398,616	 	 	 	3,398,616	 
	Mailroom
	 	 	283,218	 	 	 	283,218	 	 	 	283,218	 	 	 	283,218	 	 	 	283,218	 
	Scanning
	 	 	283,218	 	 	 	283,218	 	 	 	283,218	 	 	 	283,218	 	 	 	283,218	 
	Indexing
	 	 	62,004	 	 	 	62,004	 	 	 	62,004	 	 	 	62,004	 	 	 	62,004	 
	MicroFiche/Film BF Conversion

(Scan on-demand only)
	 	 	8,000,000	 	 	 	8,000,000	 	 	 	8,000,000	 	 	 	8,000,000	 	 	 	8,000,000	 






			
	 	 	 
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Schedule 3—Fees




5.0 Fees For Recurring Services




5.1 Fixed Unit Pricing




Fees for recurring Services are aggregated and based upon fixed unit prices for the resource
consumption or volumes identified in the applicable Baselines. The fees represent all variable and
fixed cost components comprising ACS’ charges to deliver the Services. In accordance with the terms
set forth in Section 6.2.3, the fees will be adjusted (subject to the Deadband Allowance described
below) to the actual resource consumption/volumes in the user environment, and will take effect on
the invoice for the following month. For any resource consumption/volumes that may vary from
day-to-day or other periodic basis, a monthly average will be used to determine whether an
adjustment based on an increase or decrease in resource consumption or volumes should be made.



The Parties have established a “Deadband Allowance” that provides for Services growth and
contraction within a five percent (5%) variance above and below the Baselines. Accordingly, if
there is a variation in a resource consumption or volume within the Deadband Allowance, there will
be no fee adjustment.




	–	 	Example (Fixed Unit Price): If the Baseline for a Service is one hundred (100)
users, then the charge will be calculated as one hundred (100) times the unit
price.
	 
	–	 	Example (Within Deadband Allowance): If the Baseline for a Service is one
hundred (100) users, the Deadband Allowance starts at ninety-five (95) and ends
at one hundred five (105). There is no adjustment of Fees for adding or
subtracting users within this range.





5.2 ARC/RRC Units; Adjustments Outside of Deadband Allowance




A. ARC/RRC Units. ARC and RRC unit charges/reductions have been defined for each component of
Service in the Table included in Appendix B.



For additions or deletions to resource consumption/volumes outside the Deadband Allowance, the
monthly fee will increase or decrease based on the incremental resource consumption/volume from the
Deadband Allowance low point (for delete) or high point (for add) times the unit price.




	–	 	Example (ARC Within Deadband Allowance): If the Baseline is one
hundred (100) users, and actual volume is one hundred thirty (130)
users, on the next monthly invoice, the fee is calculated as 105 *
x + (130-105) * y (where “x” = fixed unit price and “y” = unit
price for add units)
	 
	–	 	Example (RRC Within Deadband Allowance): If the Baseline is one
hundred (100) users, and actual volume is seventy-five (75) users,
on the next monthly invoice, the fee is calculated as 95 * x +
(75-95) * (z — x) (where “x” = fixed unit price and “z” = unit
price for delete units)





B. Adjustments Outside of Deadband Allowance. If Symetra’s actual consumption/volume for a
particular component of Service is twenty percent (20%) higher or lower than the applicable
Baseline during any ninety (90) consecutive calendar days, the Parties agree to re-set the affected
Baseline(s) and to negotiate in good faith pricing for the higher or lower Baseline(s).



			
	 	 	 
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Schedule 3Fees




6.0 Basis of Pricing and Assumptions





	6.1	 	Basis of Pricing
	 
	 	 	The basis for the Fees in this Schedule 3 include the following:
	 
	 	 	Data Center






	 	•	 	Pricing for hot site includes 300 MIPS, 1.2GB DASD, one hundred twenty (120) shared
servers, one (1) email retention server, disaster recovery analyst travel and
seventy-two (72) hours annual test time.
	 
	 	•	 	“Project Pool” shall mean one hundred (100) hours per month for
infrastructure-related IT work requested by Symetra so long as: (a) the request is for a
discrete unit of non-recurring work, it requires start-up, planning and execution; (b)
the work is not required for ACS to meet other obligations under the Agreement; (c) the
work is not required to meet SLAs. Symetra and ACS will assess and adjust number of
hours in the Project Pool during 1Q and 3Q of each calendar year. If Symetra authorizes
an increase in the Project Pool hours per month, the rate for such additional Services
shall be provided at the blended rate of [***] ($[***]) per hour. If Symetra exceeds the
number of Project Pool hours available in a given month, the excess hours will be
charged using the above blended rate. If Symetra does not fully utilize the Project Pool
hours available in a given month, the balance of unused hours available for that month
shall remain chargeable, and the hours shall accumulate and aggregate and be usable for
a twelve (12) month period from the date they were not used, after which time such hours
shall expire.
	 
	 	•	 	The NT SAN storage Baseline is an approximate total. Actual NT SAN storage
requirements will be refined during transition. Pricing is assumed as a linear scale
basis for volume increases or decreases from the Baseline.






	 	 	Distributed computing






	 	•	 	N/A






	 	 	Help Desk






	 	•	 	N/A






	 	 	Data Network






	 	•	 	Circuit rates represent monthly recurring charges. Installation charges are waived by
carrier if circuit is kept in place for one (1) year. If a circuit is disconnected before
one (1) year the carrier will impose the original install fee of up to [***] Dollars
($[***]). This fee, if applicable, will be charged to Symetra as a pass through expense.






	 	 	Voice






	 	•	 	Symetra retains maintenance costs for owned or leased PBX systems.
	 
	 	•	 	Voice transport and long distance rates are billed directly to Symetra with an
additional [***] percent ([***]%) management fee.






	 	 	Output Services






	 	•	 	Monthly fee will be based on actual volume processed.





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp.,
this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
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	 	•	 	Volume does not drop below twenty percent (20%) of volume stated in RFP.
	 
	 	•	 	Symetra will prepay postage into USPS metered accounts.
	 
	 	•	 	Symetra to provide all consumable print supplies with the exception of white 81/2 by
11 (cut-sheet and continuous feed) and 8/12 x 11 perforated cut sheets
(SYM-100-continous feed, 200 cut sheet, 1400 perforated cut sheets).
	 
	 	•	 	Output DR is not available at this time.






	 	 	Content Management Services






	 	•	 	Five (5) indexed fields with no more than nine (9) keystrokes per field (defined by
product line).
	 
	 	•	 	Shipping, paper storage, and certified destruction, and telecom costs are
pass-through items billed to Symetra, i.e., paper backfile, microfiche, outsorts,
checks, patch sheets, etc.
	 
	 	•	 	Paper and fiche storage costs not to exceed thirty (30), sixty (60), ninety (90), and
one hundred eighty (180) days from receipt from Symetra depending upon product type.
	 
	 	•	 	The FileNet software includes a test suite to perform testing against current
applications.
	 
	 	•	 	Assumes content management Services with two hundred fifty (250) dedicated SLUs and
110 SLUs at a ration of 4:1. A total of seven hundred (700) total system users is
assumed.
	 
	 	•	 	ACS assumes that Symetra’s preferred approach for development of new, P8 compatible
versions of the following applications will be completed via in-house development or the
use of FileNet’s professional services:






	 	o	 	401(k) On-Line enrollment — Upload to content management solution
	 
	 	o	 	Clarify CRM
	 
	 	o	 	EiStream ViewStart Workflow






	6.2	 	Key Assumptions
	 
	 	 	The following are key assumptions on which the Fees in this Schedule are based:
	 
	 	 	Data Center






	 	•	 	Pricing assumes software listed in Attachment L to the Agreement. Additional software
requirements will incur additional charges if discovered after the Effective Date.
	 
	 	•	 	ACS will be allowed to install and execute SOFT AUDIT to validate software inventory.
	 
	 	•	 	Symetra will retain responsibility for copying Symetra Data at the Redmond data
center from both physical tape and the VSM to ACS VTS and physical drives temporarily
installed at the RDC for migration purposes.
	 
	 	•	 	Safeco ACF2 security database with Symetra Data will be provided to ACS for migration
purposes.
	 
	 	•	 	ACS will be allowed to use full system lift methodology to perform the transition
from the Safeco data center to the ACS data center.
	 
	 	•	 	Channel and DASD requirements for migration purposes at Safeco data center are
retained expenses.
	 
	 	•	 	Assumes Symetra data will be segregated by DASD volumes to support full volume dumps.
	 
	 	•	 	Safeco and Symetra will provide necessary IT configuration and architectural
information in ACS-requested format required to establish the new Symetra IT





			
	 	 	 
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	 	 	 	infrastructure, thus simplifying configuration of new enterprise equipment and
environment.
	 
	 	•	 	Pricing for hot site includes 300 MIPS, 1.2GB DASD, one hundred twenty (120) shared
servers, one (1) email retention server, disaster recovery analyst travel and
seventy-two (72) hours annual test time.
	 
	 	•	 	Processor utilization is defined as physical machine utilization taken from the SMF
type-70 records as reported by IBM’s “RMF CPU Summary Report”. SMF records are recorded
on a fifteen (15)-minute interval (ninety-six (96) intervals each day) and report the
average processor utilization during the interval.
	 
	 	•	 	Baseline configuration is defined as an IBM Z890 system configured for 410 MIPS
offered capacity. [***] Dollars ($[***]) monthly fee for twelve (12) months post
transition that will serve as ‘term insurance’ for capability to increase to 489 MIPS
with option to renew term insurance annually. Upon direction by Symetra to discontinue
the 489 MIP option, ACS will reduce recurring billings by [***] Dollars ($[***]) per
month.
	 
	 	•	 	To increase mainframe capacity to a 489 MIP Mainframe processor, a
High-Utilization-Week is defined as five (5) consecutive non-holiday weekdays (Monday
through Friday) with average CPU utilization of seventy percent (70%) or higher of the
Baseline configuration.
	 
	 	•	 	To reduce mainframe capacity to a 312 MIP Mainframe processor, a
High-Utilization-Week (as defined above) should measure below fifty percent (50%)
processor utilization of the Baseline configuration for each of four (4) consecutive
months. ACS will perform a capacity study and determine the feasibility of a mainframe
downgrade. After presentation of the study, Symetra management, at its sole discretion,
may elect to initiate a mainframe processor downgrade with associated RRC credits (as
described in this Schedule 3). Mainframe processor downgrade will occur in the first
quarter following fiscal year end.






	 	 	Distributed computing






	 	•	 	None






	 	 	Help Desk






	 	•	 	None






	 	 	Data Network






	 	•	 	Pricing for VAN connections is not included.
	 
	 	•	 	Circuit rates represent monthly recurring charges. Installation charges are waived by
carrier if circuit is kept in place for one (1) year. If a circuit is disconnected
before one (1) year the carrier may impose the original install fee of up to [***]
Dollars ($[***]). This fee, if applicable, will be charged to Symetra as a pass through
expense, without markup.
	 
	 	•	 	Internet access- sold as a bundled service from the carriers and is not broken down
by port and access charges.






	 	 	Voice






	 	•	 	Symetra retains maintenance costs for owned or leased PBX systems.






	 	 	Output Services






	 	•	 	Monthly fee will be based on actual volume processed.





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp.,
this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
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	 	•	 	Third Party presort house will be used for 6x9 envelopes to achieve postal discounts.
	 
	 	•	 	Symetra to provide all consumable print supplies with the exception of white 81/2 by
11 (cut-sheet and continuous feed) and 8/12 x 11 perforated cut sheets
(SYM-100-continous feed, 200 cut sheet, 1400 perforated cut sheets).






	 	 	Content Management Services






	 	•	 	New business P.O. box mail will be immediately re-routed to Kentucky to begin pilot.
	 
	 	•	 	Content management and mailroom image Services will be performed by ACS domestically
in London, Kentucky.





			
	 	 	 
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Appendix A
– Detailed Transition Fees




[***]




The actual billing date may vary based on the final Transition Plan.



Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp.,
this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
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Schedule 3—Fees




Appendix B
– ARC/RRC Unit Prices




	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	Price for Add Units	 	Price for Delete Units
	 	 	Baseline Unit Price	 	(ARC)	 	(RRC)
	 	 	Baseline Unit Price	 	Increase Above the	 	Decrease Below the
	 	 	(extended Unit	 	Deadband	 	Deadband
	 	 	Pricing remains	 	(Increase from 5.1% to	 	(Decrease from 5.1% to
	 	 	constant within the	 	20% above the Initial	 	20% below the Initial
	Item Description	 	10% Deadband)	 	Order Counts)	 	Order Counts)
	Year 1
	 	 	 	 	 	 	 	 	 	 	 	 
	Data Center
	 	 	 	 	 	 	 	 	 	 	 	 
	Mainframe Server (per MIP)
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Mainframe DASD (per GB)
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Mainframe Tape
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Application Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Database Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	File/Print Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Messaging Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Web/HTTP Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Development/Test/QA
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	NT Tape Backup
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	NT SAN Storage SLA-1
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	NT SAN Storage SLA-2
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	IT Continuity
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Print
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Other - Project Pool Hours (rate per hour)
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	EAM Project - Ongoing labor
	 	$	[***]	 	 	$	—	 	 	$	—	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Distributed Computing
	 	 	 	 	 	 	 	 	 	 	 	 
	Desktop Support - Remote Offices per desktop
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Laptop Support - Remote Offices per laptop
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	PDA Support - Remote Offices per PDA
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	E-Mail Server Support - HQ & Remote per server
	 	$	—	 	 	$	—	 	 	$	—	 
	File / Print Server Support - HQ & Remote per server
	 	$	—	 	 	$	—	 	 	$	—	 
	Network-Attached Printer Support - HQ & Remote per
printer
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Remote High-volume Production/Printing
	 	$	—	 	 	$	—	 	 	$	—	 
	IMAC for PCs / Net Printers - Remote Offices per IMAC
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	IMAC for Servers - HQ & Remote per IMAC
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp.,
this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
	Mod 04
	 	Confidential Information
	 
	 	Page 11






 









Table of Contents






Symetra Life Insurance Company (Symetra)

Schedule 3—Fees




	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 		 	
	 	 	Baseline Unit Price	 		 	
	 	 	Baseline Unit Price	 		 	
	 	 	(extended Unit	 	Price for Add Units	 	Price for Delete Units
	 	 	Pricing remains	 	(ARC)	 	(RRC)
	 	 	constant within the	 	Increase Above the	 	Decrease Below the
	Item Description	 	10% Deadband)	 	Deadband	 	Deadband
	Help Desk
	 	 	 	 	 	 	 	 	 	 	 	 
	Per Call
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	5 pack floating user Remedy licenses
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	5 pack fixed user Remedy licenses
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	100 P-Synch and ID-Synch licenses
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Data Network
	 	 	 	 	 	 	 	 	 	 	 	 
	Routers per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Switches per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	DSUs/CSUs per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Firewalls per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	FRADS per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	IMProvider per device
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Circuits-See Data Transport recurring tab

	 	 	 	 	 	 	 	 	 	 	 	 
	Hardware for new remote site (Not including circuit costs)
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Hardware cost at each remote site
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Hardware cost for NWSC network module
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	BRI Circuit at remote site
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	PRI circuit to NWSC
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Local Loop Charges for Circuits
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Internet access -Dual DS-3 burstable to 7.5M
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-Access port fees for Internet access
	 	$	—	 	 	 	 	 	 	 	 	 
	Circuits-Point to Point
	 	$	—	 	 	 	 	 	 	 	 	 
	-DS3 Point to Point AT&T
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-DS3 - Point to Point-Verizon
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Circuits-Frame relay
	 	$	—	 	 	 	 	 	 	 	 	 
	-56k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-128K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-256K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-384K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-512K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-768K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-1.024M
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-1.544M
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	DS3- ATM/FR Internetworking
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Voice Communications
	 	 	 	 	 	 	 	 	 	 	 	 
	Circuit monitoring per trunk
	 	$	—	 	 	$	—	 	 	$	—	 






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp.,
this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
	Mod 04
	 	Confidential Information
	 
	 	Page 12






 









Table of Contents






Symetra Life Insurance Company (Symetra)

Schedule 3—Fees




	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 		 	
	 	 	Baseline Unit Price	 		 	
	 	 	Baseline Unit Price	 		 	
	 	 	(extended Unit	 	Price for Add Units	 	Price for Delete Units
	 	 	Pricing remains	 	(ARC)	 	(RRC)
	 	 	constant within the	 	Increase Above the	 	Decrease Below the
	Item Description	 	10% Deadband)	 	Deadband	 	Deadband
	IMProvider Per PBX
	 	$	—	 	 	$	—	 	 	$	—	 
	Large PBX’s (over 300 Extensions) per unit
	 	$	—	 	 	$	—	 	 	$	—	 
	Small PBXs (LT 75 extensions) per unit
	 	$	—	 	 	$	—	 	 	$	—	 
	PBX Handsets per unit
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	ACD, IVR IMProvider
	 	$	—	 	 	$	—	 	 	$	—	 
	Voice Circuit IMProvider
	 	$	—	 	 	$	—	 	 	$	—	 
	Teleconferencing
	 	 	 	 	 	 	 	 	 	 	 	 
	Teleconference Services
	 	$	—	 	 	$	—	 	 	$	—	 
	Calling Cards
	 	$	—	 	 	$	—	 	 	$	—	 
	Cell Phones
	 	$	—	 	 	$	—	 	 	$	—	 
	Voice Mailbox Users
	 	$	—	 	 	$	—	 	 	$	—	 
	Add Locations/Remote
Offices/Remote Workers
	 	 	 	 	 	 	 	 	 	 	 	 
	Location
	 	$	—	 	 	$	—	 	 	$	—	 
	Remote Office
	 	$	—	 	 	$	—	 	 	$	—	 
	Remote Worker
	 	$	—	 	 	$	[***]	 	 	 	 	 
	Voice Services-Local and Long
Distance
	 	 	 	 	 	 	 	 	 	 	 	 
	Dedicated
	 	$	—	 	 	$	—	 	 	$	—	 
	Switched
	 	$	—	 	 	$	—	 	 	$	—	 
	Circuits
	 	 	 	 	 	 	 	 	 	 	 	 
	Fractional T-1:
	 	 	 	 	 	 	 	 	 	 	 	 
	56/64k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	128k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	256k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	384k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	512k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	DS3-FR
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Fractional DS3- Internet BW
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	OCX
	 	$	—	 	 	$	—	 	 	$	—	 
	Other
	 	$	—	 	 	 	 	 	 	 	 	 
	Local Loop Charges for Circuits
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Output Processing
	 	 	 	 	 	 	 	 	 	 	 	 
	Simplex Printed Page
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Post-Processing
	 	 	 	 	 	 	 	 	 	 	 	 
	6x9 envelopes
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Automated flat envelopes
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Boxes
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Binding
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Storage
	 	 	 	 	 	 	 	 	 	 	 	 
	Forms Coding and Maintenance
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Postal Presorting
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp.,
this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
	Mod 04
	 	Confidential Information
	 
	 	Page 13






 









Table of Contents






Symetra Life Insurance Company (Symetra)

Schedule 3—Fees




	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 		 	
	 	 	Baseline Unit Price	 		 	
	 	 	Baseline Unit Price	 		 	
	 	 	(extended Unit	 	Price for Add Units	 	Price for Delete Units
	 	 	Pricing remains	 	(ARC)	 	(RRC)
	 	 	constant within the	 	Increase Above the	 	Decrease Below the
	Item Description	 	10% Deadband)	 	Deadband	 	Deadband
	Supplies
	 	 	 	 	 	 	 	 	 	 	 	 
	deleted
	 	 	 	 	 	 	 	 	 	 	 	 
	deleted
	 	 	 	 	 	 	 	 	 	 	 	 
	deleted
	 	 	 	 	 	 	 	 	 	 	 	 
	Duplex Printed Page
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Content Management
	 	 	 	 	 	 	 	 	 	 	 	 
	Mailroom services
	 	 	 	 	 	 	 	 	 	 	 	 
	-Mailroom
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Scanning
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Indexing
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	MicroFiche/Film BF Conversion
(Scan on-demand only)
	 	 	 	 	 	 	 	 	 	$	—	 
	-Prep documents
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Scanning
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Imaging
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Copying
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Indexing
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Checks
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Research
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Paper Active BF Conversion
	 	 	 	 	 	 	 	 	 	 	 	 
	-Prep documents
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Scanning
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Imaging
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Copying
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Indexing
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Checks
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Research
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Lockbox (per check processed)
	 	$	[***]	 	 	$	—	 	 	$	—	 
	T1 with 512 PVC
	 	$	[***]	 	 	$	—	 	 	$	—	 
	FileNet Software Maintenance
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Disaster Recovery
	 	$	[***]	 	 	$	—	 	 	$	—	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Year 2
	 	 	 	 	 	 	 	 	 	 	 	 
	Data Center
	 	 	 	 	 	 	 	 	 	 	 	 
	Mainframe Server (per MIP)
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Mainframe DASD (per GB)
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Mainframe Tape
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Application Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Database Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	File/Print Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Messaging Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Web/HTTP Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Development/Test/QA
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp.,
this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
	Mod 04
	 	Confidential Information
	 
	 	Page 14






 









Table of Contents






Symetra Life Insurance Company (Symetra)

Schedule 3—Fees




	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 		 	
	 	 	Baseline Unit Price	 		 	
	 	 	Baseline Unit Price	 		 	
	 	 	(extended Unit	 	Price for Add Units	 	Price for Delete Units
	 	 	Pricing remains	 	(ARC)	 	(RRC)
	 	 	constant within the	 	Increase Above the	 	Decrease Below the
	Item Description	 	10% Deadband)	 	Deadband	 	Deadband
	NT Tape Backup
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	NT SAN Storage SLA-1
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	NT SAN Storage SLA-2
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	IT Continuity
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Print
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Other - Project Pool Hours
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	EAM Project - Ongoing labor
	 	$	[***]	 	 	$	—	 	 	$	—	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Distributed Computing
	 	 	 	 	 	 	 	 	 	 	 	 
	Desktop
Support - Remote
Offices per desktop
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Laptop
Support - Remote Offices per laptop
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	PDA Support - Remote Offices
per PDA
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	E-Mail
Server Support - HQ &
Remote per server
	 	 	 	 	 	 	 	 	 	 	 	 
	File / Print
Server Support - HQ &
Remote per server
	 	 	 	 	 	 	 	 	 	 	 	 
	Network-Attached Printer Support -
HQ & Remote per printer
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Remote High-volume
Production/Printing
	 	 	 	 	 	 	 	 	 	 	 	 
	IMAC for PCs / Net Printers -
Remote Offices per IMAC
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	IMAC for
Servers - HQ & Remote
per IMAC
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Help Desk
	 	 	 	 	 	 	 	 	 	 	 	 
	Per Call
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	5 pack floating user Remedy
licenses
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	5 pack fixed user Remedy
licenses
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	100 P-Synch and ID-Synch
licenses
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Data Network
	 	 	 	 	 	 	 	 	 	 	 	 
	Routers per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Switches per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	DSUs/CSUs per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Firewalls per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	FRADS per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	IMProvider per device
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Circuits-See Data Transport
recurring tab
	 	 	 	 	 	 	 	 	 	 	 	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp.,
this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
	Mod 04
	 	Confidential Information
	 
	 	Page 15






 









Table of Contents






Symetra Life Insurance Company (Symetra)

Schedule 3—Fees




	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 		 	
	 	 	Baseline Unit Price	 		 	
	 	 	Baseline Unit Price	 		 	
	 	 	(extended Unit	 	Price for Add Units	 	Price for Delete Units
	 	 	Pricing remains	 	(ARC)	 	(RRC)
	 	 	constant within the	 	Increase Above the	 	Decrease Below the
	Item Description	 	10% Deadband)	 	Deadband	 	Deadband
	Hardware for new remote site (Not
including circuit costs)
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Hardware cost at each remote
site
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Hardware cost for NWSC network
module
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	BRI Circuit at remote site
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	PRI circuit to NWSC
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Local Loop Charges for Circuits
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Internet access -Dual DS-3
burstable to 7.5M
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-Access port fees for Internet
access
	 	 	 	 	 	 	 	 	 	 	 	 
	Circuits-Point to Point
	 	 	 	 	 	 	 	 	 	 	 	 
	-DS3 Point to Point AT&T
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-DS3 - Point to Point-Verizon
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Circuits-Frame relay
	 	 	 	 	 	 	 	 	 	 	 	 
	-56k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-128K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-256K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-384K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-512K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-768K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-1.024M
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-1.544M
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	DS3- ATM/FR Internetworking
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Voice Communications
	 	 	 	 	 	 	 	 	 	 	 	 
	Circuit monitoring per trunk
	 	$	—	 	 	$	—	 	 	$	—	 
	IMProvider Per PBX
	 	$	—	 	 	$	—	 	 	$	—	 
	Large PBX’s (over 300
Extensions) per unit
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Small PBXs (LT 75 extensions)
per unit
	 	$	—	 	 	$	—	 	 	$	—	 
	PBX Handsets per unit
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	ACD, IVR IMProvider
	 	$	—	 	 	 	 	 	 	 	 	 
	Voice Circuit IMProvider
	 	$	—	 	 	$	—	 	 	$	—	 
	Teleconferencing
	 	 	 	 	 	$	—	 	 	$	—	 
	Teleconference Services
	 	$	—	 	 	 	 	 	 	 	 	 
	Calling Cards
	 	$	—	 	 	$	—	 	 	$	—	 
	Cell Phones
	 	$	—	 	 	$	—	 	 	$	—	 
	Voice Mailbox Users
	 	$	—	 	 	$	—	 	 	$	—	 
	Add Locations/Remote
Offices/Remote Workers
	 	$	—	 	 	$	—	 	 	$	—	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp.,
this information has been filed separately with the Securities and Exchange Commission.





			
	 	 	 
	Mod 04
	 	Confidential Information
	 
	 	Page 16







 









Table of Contents





Symetra Life Insurance Company (Symetra)

Schedule 3-Fees




	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	Price for Add Units	 	Price for Delete Units
	 	 	Baseline Unit Price	 	(ARC)	 	(RRC)
	 	 	Baseline Unit Price	 	 	 	 
	 	 	(extended Unit	 	 	 	 
	 	 	Pricing remains	 	 	 	 
	 	 	constant within the	 	Increase Above the	 	Decrease Below the
	Item Description	 	10% Deadband)	 	Deadband	 	Deadband
	Location
	 	$	—	 	 	 	 	 	 	 	 	 
	Remote Office
	 	$	—	 	 	$	—	 	 	$	—	 
	Remote Worker
	 	$	—	 	 	$	—	 	 	$	—	 
	Voice Services-Local and Long
Distance
	 	 	 	 	 	$	—	 	 	$	—	 
	Dedicated
	 	$	—	 	 	 	 	 	 	 	 	 
	Switched
	 	$	—	 	 	$	—	 	 	$	—	 
	Circuits
	 	 	 	 	 	$	—	 	 	$	—	 
	Fractional T-1:
	 	$	—	 	 	 	 	 	 	 	 	 
	56/64k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	128k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	256k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	384k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	512k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	DS3-FR
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Fractional DS3- Internet BW
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	OCX
	 	$	—	 	 	$	—	 	 	$	—	 
	Other
	 	 	 	 	 	 	 	 	 	 	 	 
	Local Loop Charges for Circuits
	 	 	 	 	 	$	[***]	 	 	$	[***]	 
	Output Processing
	 	 	 	 	 	 	 	 	 	 	 	 
	Simplex Printed Page
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Post-Processing
	 	 	 	 	 	 	 	 	 	 	 	 
	6x9 envelopes
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Automated flat envelopes
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Boxes
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Binding
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Storage
	 	$	—	 	 	 	 	 	 	 	 	 
	Forms Coding and Maintenance
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Postal Presorting
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Supplies
	 	 	 	 	 	 	 	 	 	 	 	 
	Deleted
	 	 	 	 	 	 	 	 	 	 	 	 
	Deleted
	 	 	 	 	 	 	 	 	 	 	 	 
	Deleted
	 	 	 	 	 	 	 	 	 	 	 	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
	Mod 04
	 	Confidential Information

Page 17






 









Table of Contents






Symetra Life Insurance Company (Symetra)

Schedule 3-Fees






	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	Price for Add Units	 	Price for Delete Units
	 	 	Baseline Unit Price	 	(ARC)	 	(RRC)
	 	 	Baseline Unit Price	 	 	 	 
	 	 	(extended Unit	 	 	 	 
	 	 	Pricing remains	 	 	 	 
	 	 	constant within the	 	Increase Above the	 	Decrease Below the
	Item Description	 	10% Deadband)	 	Deadband	 	Deadband
	Duplex Printed Page
	 	 	 	 	 	$	[***]	 	 	$	[***]	 
	 
	Content Management
	 	 	 	 	 	 	 	 	 	 	 	 
	Mailroom services
	 	 	 	 	 	 	 	 	 	 	 	 
	-Mailroom
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Scanning
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Indexing
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	MicroFiche/Film BF Conversion
(Scan on-demand only)
	 	 	 	 	 	 	 	 	 	 	—	 
	-Prep documents
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Scanning
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Imaging
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Copying
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Indexing
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Checks
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Research
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Paper Active BF Conversion
	 	 	 	 	 	 	 	 	 	 	—	 
	-Prep documents
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Scanning
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Imaging
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Copying
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Indexing
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Checks
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Research
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Lockbox (per check processed)
	 	$	[***]	 	 	$	—	 	 	$	—	 
	T1 with 512 PVC
	 	$	[***]	 	 	$	—	 	 	$	—	 
	FileNet Software Maintenance
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Disaster Recovery
	 	$	[***]	 	 	$	—	 	 	$	—	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Year 3
	 	 	 	 	 	 	 	 	 	 	 	 
	Data Center
	 	 	 	 	 	 	 	 	 	 	 	 
	Mainframe Server (per MIP)
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Mainframe DASD (per GB)
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Mainframe Tape
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Application Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Database Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	File/Print Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Messaging Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Web/HTTP Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Development/Test/QA
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	NT Tape Backup
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	NT SAN Storage SLA-1
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	NT SAN Storage SLA-2
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.





			
	 	 	 
	Mod 04
	 	Confidential Information

Page 18








 









Table of Contents






Symetra Life Insurance Company (Symetra)

Schedule 3-Fees






	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	Price for Add Units	 	Price for Delete Units
	 	 	Baseline Unit Price	 	(ARC)	 	(RRC)
	 	 	Baseline Unit Price	 	 	 	 
	 	 	(extended Unit	 	 	 	 
	 	 	Pricing remains	 	 	 	 
	 	 	constant within the	 	Increase Above the	 	Decrease Below the
	Item Description	 	10% Deadband)	 	Deadband	 	Deadband
	IT Continuity
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Print
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Other — Project Pool Hours
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	EAM Project — Ongoing labor
	 	$	[***]	 	 	$	—	 	 	$	—	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Distributed Computing
	 	 	 	 	 	 	 	 	 	 	 	 
	Desktop Support — Remote
Offices per desktop
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Laptop Support — Remote
Offices per laptop
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	PDA Support — Remote Offices
per PDA
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	E-Mail Server Support — HQ &
Remote per server
	 	 	 	 	 	 	 	 	 	 	 	 
	File / Print Server Support — HQ &
Remote per server
	 	 	 	 	 	 	 	 	 	 	 	 
	Network-Attached
Printer Support — HQ & Remote per printer
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Remote High-volume
Production/Printing
	 	 	 	 	 	 	 	 	 	 	 	 
	IMAC for PCs
/ Net Printers — Remote Offices per IMAC
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	IMAC for Servers — HQ & Remote
per IMAC
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Help Desk
	 	 	 	 	 	 	 	 	 	 	 	 
	Per Call
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	5 pack floating user Remedy
licenses
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	5 pack fixed user Remedy
licenses
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	100 P-Synch and ID-Synch
licenses
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Data Network
	 	 	 	 	 	 	 	 	 	 	 	 
	Routers per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Switches per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	DSUs/CSUs per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Firewalls per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	FRADS per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	IMProvider per device
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Circuits-See Data Transport
recurring tab
	 	 	 	 	 	 	 	 	 	 	 	 
	Hardware for new remote site (Not
including circuit costs)
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Hardware cost at each remote
site
	 	$	—	 	 	$	[***]	 	 	$	[***]	 





 Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
	Mod 04
	 	Confidential Information

Page 19








 









Table of Contents







Symetra Life Insurance Company (Symetra)

Schedule 3-Fees






	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	Price for Add Units	 	Price for Delete Units
	 	 	Baseline Unit Price	 	(ARC)	 	(RRC)
	 	 	Baseline Unit Price	 	 	 	 
	 	 	(extended Unit	 	 	 	 
	 	 	Pricing remains	 	 	 	 
	 	 	constant within the	 	Increase Above the	 	Decrease Below the
	Item Description	 	10% Deadband)	 	Deadband	 	Deadband
	Hardware cost for NWSC network
module
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	BRI Circuit at remote site
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	PRI circuit to NWSC
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Local Loop Charges for Circuits
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Internet access -Dual DS-3
burstable to 7.5M
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-Access port fees for Internet
access
	 	$	—	 	 	$	—	 	 	$	—	 
	Circuits-Point to Point
	 	$	—	 	 	$	—	 	 	$	—	 
	-DS3 Point to Point AT&T
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-DS3 - Point to Point-Verizon
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Circuits-Frame relay
	 	$	—	 	 	 	 	 	 	 	 	 
	-56k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-128K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-256K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-384K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-512K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-768K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-1.024M
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-1.544M
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	DS3- ATM/FR Internetworking
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Voice Communications
	 	 	 	 	 	 	 	 	 	 	 	 
	Circuit monitoring per trunk
	 	$	—	 	 	$	—	 	 	$	—	 
	IMProvider Per PBX
	 	$	—	 	 	$	—	 	 	$	—	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
	Mod 04
	 	Confidential Information

Page 20








 









Table of Contents






Symetra Life Insurance Company (Symetra)

Schedule 3-Fees






	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	Price for Add Units	 	Price for Delete Units
	 	 	Baseline Unit Price	 	(ARC)	 	(RRC)
	 	 	Baseline Unit Price	 	 	 	 
	 	 	(extended Unit	 	 	 	 
	 	 	Pricing remains	 	 	 	 
	 	 	constant within the	 	Increase Above the	 	Decrease Below the
	Item Description	 	10% Deadband)	 	Deadband	 	Deadband
	Large PBX’s (over 300
Extensions) per unit
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Small PBXs (LT 75 extensions)
per unit
	 	$	—	 	 	$	—	 	 	$	—	 
	PBX Handsets per unit
	 	 	 	 	 	$	[***]	 	 	$	[***]	 
	ACD, IVR IMProvider
	 	$	—	 	 	$	—	 	 	$	—	 
	Voice Circuit IMProvider
	 	$	—	 	 	$	—	 	 	$	—	 
	Teleconferencing
	 	 	 	 	 	 	 	 	 	 	 	 
	Teleconference Services
	 	$	—	 	 	$	—	 	 	$	—	 
	Calling Cards
	 	$	—	 	 	$	—	 	 	$	—	 
	Cell Phones
	 	$	—	 	 	$	—	 	 	$	—	 
	Voice Mailbox Users
	 	$	—	 	 	$	—	 	 	$	—	 
	Add Locations/Remote
Offices/Remote Workers
	 	 	 	 	 	 	 	 	 	 	 	 
	Location
	 	$	—	 	 	$	—	 	 	$	—	 
	Remote Office
	 	$	—	 	 	$	—	 	 	$	—	 
	Remote Worker
	 	$	—	 	 	$	—	 	 	$	—	 
	Voice Services-Local and Long
Distance
	 	 	 	 	 	 	 	 	 	 	 	 
	Dedicated
	 	$	—	 	 	$	—	 	 	$	—	 
	Switched
	 	$	—	 	 	$	—	 	 	$	—	 
	Circuits
	 	 	 	 	 	 	 	 	 	 	 	 
	Fractional T-1:
	 	 	 	 	 	 	 	 	 	 	 	 
	56/64k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	128k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	256k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	384k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	512k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	DS3-FR
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Fractional DS3- Internet BW
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	OCX
	 	$	—	 	 	$	—	 	 	$	—	 
	Other
	 	 	 	 	 	 	 	 	 	 	 	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
	Mod 04
	 	Confidential Information

Page 21








 









Table of Contents






Symetra Life Insurance Company (Symetra)

Schedule 3-Fees






	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	Price for Add Units	 	Price for Delete Units
	 	 	Baseline Unit Price	 	(ARC)	 	(RRC)
	 	 	Baseline Unit Price	 	 	 	 
	 	 	(extended Unit	 	 	 	 
	 	 	Pricing remains	 	 	 	 
	 	 	constant within the	 	Increase Above the	 	Decrease Below the
	Item Description	 	10% Deadband)	 	Deadband	 	Deadband
	Local Loop Charges for Circuits
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Output Processing
	 	 	 	 	 	 	 	 	 	 	 	 
	Simplex Printed Page
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Post-Processing
	 	 	 	 	 	 	 	 	 	 	 	 
	6x9 envelopes
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Automated flat envelopes
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Boxes
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Binding
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Storage
	 	$	—	 	 	 	 	 	 	 	 	 
	Forms Coding and Maintenance
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Postal Presorting
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Supplies
	 	 	 	 	 	 	 	 	 	 	 	 
	Deleted
	 	 	 	 	 	 	 	 	 	 	 	 
	Deleted
	 	 	 	 	 	 	 	 	 	 	 	 
	Deleted
	 	 	 	 	 	 	 	 	 	 	 	 
	Duplex Printed Page
	 	 	 	 	 	$	[***]	 	 	$	[***]	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Content Management
	 	 	 	 	 	 	 	 	 	 	 	 
	Mailroom services
	 	 	 	 	 	 	 	 	 	 	 	 
	-Mailroom
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Scanning
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Indexing
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	MicroFiche/Film BF Conversion
(Scan on-demand only)
	 	 	 	 	 	 	 	 	 	 	—	 
	-Prep documents
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Scanning
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Imaging
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Copying
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Indexing
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Checks
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Research
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Paper Active BF Conversion
	 	 	 	 	 	 	 	 	 	 	—	 
	-Prep documents
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Scanning
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Imaging
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Copying
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Indexing
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Checks
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Research
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Lockbox (per check processed)
	 	$	[***]	 	 	$	—	 	 	$	—	 
	T1 with 512 PVC
	 	$	[***]	 	 	$	—	 	 	$	—	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
	Mod 04
	 	Confidential Information

Page 22








 









Table of Contents






Symetra Life Insurance Company (Symetra)

Schedule 3-Fees






	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	Price for Add Units	 	Price for Delete Units
	 	 	Baseline Unit Price	 	(ARC)	 	(RRC)
	 	 	Baseline Unit Price	 	 	 	 
	 	 	(extended Unit	 	 	 	 
	 	 	Pricing remains	 	 	 	 
	 	 	constant within the	 	Increase Above the	 	Decrease Below the
	Item Description	 	10% Deadband)	 	Deadband	 	Deadband
	FileNet Software Maintenance
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Disaster Recovery
	 	$	[***]	 	 	$	—	 	 	$	—	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Year 4
	 	 	 	 	 	 	 	 	 	 	 	 
	Data Center
	 	 	 	 	 	 	 	 	 	 	 	 
	Mainframe Server (per MIP)
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Mainframe DASD (per GB)
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Mainframe Tape
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Application Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Database Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	File/Print Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Messaging Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Web/HTTP Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Development/Test/QA
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	NT Tape Backup
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	NT SAN Storage SLA-1
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	NT SAN Storage SLA-2
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	IT Continuity
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Print
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Other — Project Pool Hours
	 	$	[***]	 	 	$	—	 	 	$	—	 
	EAM Project — Ongoing labor
	 	$	[***]	 	 	$	—	 	 	$	—	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Distributed Computing
	 	 	 	 	 	 	 	 	 	 	 	 
	Desktop Support — Remote
Offices per desktop
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Laptop Support — Remote
Offices per laptop
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	PDA Support — Remote Offices
per PDA
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	E-Mail Server Support — HQ &
Remote per server
	 	 	 	 	 	 	 	 	 	 	 	 
	File / Print Server Support — HQ &
Remote per server
	 	 	 	 	 	 	 	 	 	 	 	 
	Network-Attached Printer Support -
HQ & Remote per printer
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Remote High-volume
Production/Printing
	 	 	 	 	 	 	 	 	 	 	 	 
	IMAC for PCs
/ Net Printers —
Remote Offices per IMAC
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	IMAC for Servers — HQ & Remote
per IMAC
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Help Desk
	 	 	 	 	 	 	 	 	 	 	 	 
	Per Call
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
	Mod 04
	 	Confidential Information

Page 23








 









Table of Contents






Symetra Life Insurance Company (Symetra)

Schedule 3-Fees






	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	Price for Add Units	 	Price for Delete Units
	 	 	Baseline Unit Price	 	(ARC)	 	(RRC)
	 	 	Baseline Unit Price	 	 	 	 
	 	 	(extended Unit	 	 	 	 
	 	 	Pricing remains	 	 	 	 
	 	 	constant within the	 	Increase Above the	 	Decrease Below the
	Item Description	 	10% Deadband)	 	Deadband	 	Deadband
	5 pack floating user Remedy
licenses
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	5 pack fixed user Remedy
licenses
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	100 P-Synch and ID-Synch
licenses
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Data Network
	 	 	 	 	 	 	 	 	 	 	 	 
	Routers per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Switches per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	DSUs/CSUs per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Firewalls per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	FRADS per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	IMProvider per device
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Circuits-See Data Transport
recurring tab
	 	 	 	 	 	 	 	 	 	 	 	 
	Hardware for new remote site (Not
including circuit costs)
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Hardware cost at each remote
site
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Hardware cost for NWSC network
module
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	BRI Circuit at remote site
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	PRI circuit to NWSC
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Local Loop Charges for Circuits
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Internet access -Dual DS-3
burstable to 7.5M
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-Access port fees for Internet
access
	 	$	—	 	 	$	—	 	 	$	—	 
	Circuits-Point to Point
	 	$	—	 	 	$	—	 	 	$	—	 
	-DS3 Point to Point AT&T
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-DS3 - Point to Point-Verizon
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Circuits-Frame relay
	 	$	—	 	 	 	 	 	 	 	 	 
	-56k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-128K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-256K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
	Mod 04
	 	Confidential Information

Page 24








 









Table of Contents






Symetra Life Insurance Company (Symetra)

Schedule 3-Fees






	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	Price for Add Units	 	Price for Delete Units
	 	 	Baseline Unit Price	 	(ARC)	 	(RRC)
	 	 	Baseline Unit Price	 	 	 	 
	 	 	(extended Unit	 	 	 	 
	 	 	Pricing remains	 	 	 	 
	 	 	constant within the	 	Increase Above the	 	Decrease Below the
	Item Description	 	10% Deadband)	 	Deadband	 	Deadband
	-384K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-512K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-768K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-1.024M
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-1.544M
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	DS3- ATM/FR Internetworking
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Voice Communications
	 	 	 	 	 	 	 	 	 	 	 	 
	Circuit monitoring per trunk
	 	$	—	 	 	$	—	 	 	$	—	 
	IMProvider Per PBX
	 	$	—	 	 	$	—	 	 	$	—	 
	Large PBX’s (over 300
Extensions) per unit
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Small PBXs (LT 75 extensions)
per unit
	 	$	—	 	 	$	—	 	 	$	—	 
	PBX Handsets per unit
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	ACD, IVR IMProvider
	 	$	—	 	 	$	—	 	 	$	—	 
	Voice Circuit IMProvider
	 	$	—	 	 	$	—	 	 	$	—	 
	Teleconferencing
	 	 	 	 	 	 	 	 	 	 	 	 
	Teleconference Services
	 	$	—	 	 	$	—	 	 	$	—	 
	Calling Cards
	 	$	—	 	 	$	—	 	 	$	—	 
	Cell Phones
	 	$	—	 	 	$	—	 	 	$	—	 
	Voice Mailbox Users
	 	$	—	 	 	$	—	 	 	$	—	 
	Add Locations/Remote
Offices/Remote Workers
	 	 	 	 	 	 	 	 	 	 	 	 
	Location
	 	$	—	 	 	$	—	 	 	$	—	 
	Remote Office
	 	$	—	 	 	$	—	 	 	$	—	 
	Remote Worker
	 	$	—	 	 	$	—	 	 	$	—	 
	Voice Services-Local and Long
Distance
	 	 	 	 	 	 	 	 	 	 	 	 
	Dedicated
	 	$	—	 	 	$	—	 	 	$	—	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
	Mod 04
	 	Confidential Information

Page 25








 









Table of Contents






Symetra Life Insurance Company (Symetra)

Schedule 3-Fees






	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	Price for Add Units	 	Price for Delete Units
	 	 	Baseline Unit Price	 	(ARC)	 	(RRC)
	 	 	Baseline Unit Price	 	 	 	 
	 	 	(extended Unit	 	 	 	 
	 	 	Pricing remains	 	 	 	 
	 	 	constant within the	 	Increase Above the	 	Decrease Below the
	Item Description	 	10% Deadband)	 	Deadband	 	Deadband
	Switched
	 	$	—	 	 	$	—	 	 	$	—	 
	Circuits
	 	 	 	 	 	 	 	 	 	 	 	 
	Fractional T-1:
	 	 	 	 	 	 	 	 	 	 	 	 
	56/64k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	128k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	256k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	384k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	512k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	DS3-FR
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Fractional DS3- Internet BW
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	OCX
	 	$	—	 	 	$	—	 	 	$	—	 
	Other
	 	 	 	 	 	 	 	 	 	 	 	 
	Local Loop Charges for Circuits
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Output Processing
	 	 	 	 	 	 	 	 	 	 	 	 
	Simplex Printed Page
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Post-Processing
	 	$	—	 	 	$	—	 	 	$	—	 
	6x9 envelopes
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Automated flat envelopes
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Boxes
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Binding
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Storage
	 	$	—	 	 	$	—	 	 	$	—	 
	Forms Coding and Maintenance
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Postal Presorting
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Supplies
	 	$	—	 	 	$	—	 	 	$	—	 
	Deleted
	 	 	 	 	 	 	 	 	 	 	 	 
	Deleted
	 	 	 	 	 	 	 	 	 	 	 	 
	Deleted
	 	 	 	 	 	 	 	 	 	 	 	 
	Duplex Printed Page
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Content Management
	 	 	 	 	 	 	 	 	 	 	 	 
	Mailroom services
	 	 	 	 	 	 	 	 	 	 	 	 
	-Mailroom
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
	Mod 04
	 	Confidential Information

Page 26








 










Table of Contents






Symetra Life Insurance Company (Symetra)

Schedule 3-Fees






	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	Price for Add Units	 	Price for Delete Units
	 	 	Baseline Unit Price	 	(ARC)	 	(RRC)
	 	 	Baseline Unit Price	 	 	 	 
	 	 	(extended Unit	 	 	 	 
	 	 	Pricing remains	 	 	 	 
	 	 	constant within the	 	Increase Above the	 	Decrease Below the
	Item Description	 	10% Deadband)	 	Deadband	 	Deadband
	-Scanning
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Indexing
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	MicroFiche/Film BF Conversion
(Scan on-demand only)
	 	 	 	 	 	 	 	 	 	 	—	 
	-Prep documents
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Scanning
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Imaging
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Copying
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Indexing
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Checks
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Research
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Paper Active BF Conversion
	 	 	 	 	 	 	 	 	 	 	—	 
	-Prep documents
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Scanning
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Imaging
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Copying
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Indexing
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Checks
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Research
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Lockbox (per check processed)
	 	$	[***]	 	 	$	—	 	 	$	—	 
	T1 with 512 PVC
	 	$	[***]	 	 	$	—	 	 	$	—	 
	FileNet Software Maintenance
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Disaster Recovery
	 	$	[***]	 	 	$	—	 	 	$	—	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Year 5
	 	 	 	 	 	 	 	 	 	 	 	 
	Data Center
	 	 	 	 	 	 	 	 	 	 	 	 
	Mainframe Server (per MIP)
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Mainframe DASD (per GB)
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Mainframe Tape
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Application Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Database Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	File/Print Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Messaging Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Web/HTTP Server
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Development/Test/QA
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	NT Tape Backup
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	NT SAN Storage SLA-1
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	NT SAN Storage SLA-2
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	IT Continuity
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Print
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Other — Project Pool Hours
	 	$	[***]	 	 	$	—	 	 	$	—	 
	EAM Project — Ongoing labor
	 	$	[***]	 	 	$	—	 	 	$	—	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
	Mod 04
	 	Confidential Information

Page 27








 









Table of Contents






Symetra Life Insurance Company (Symetra)

Schedule 3-Fees






	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	Price for Add Units	 	Price for Delete Units
	 	 	Baseline Unit Price	 	(ARC)	 	(RRC)
	 	 	Baseline Unit Price	 	 	 	 
	 	 	(extended Unit	 	 	 	 
	 	 	Pricing remains	 	 	 	 
	 	 	constant within the	 	Increase Above the	 	Decrease Below the
	Item Description	 	10% Deadband)	 	Deadband	 	Deadband
	Distributed Computing
	 	 	 	 	 	 	 	 	 	 	 	 
	Desktop Support — Remote
Offices per desktop
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Laptop Support — Remote
Offices per laptop
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	PDA Support — Remote Offices
per PDA
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	E-Mail Server Support — HQ &
Remote per server
	 	 	 	 	 	 	 	 	 	 	 	 
	File / Print Server Support — HQ &
Remote per server
	 	 	 	 	 	 	 	 	 	 	 	 
	Network-Attached Printer Support -
HQ & Remote per printer
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Remote High-volume
Production/Printing
	 	 	 	 	 	 	 	 	 	 	 	 
	IMAC for PCs / Net Printers -
Remote Offices per IMAC
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	IMAC for Servers — HQ & Remote
per IMAC
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Help Desk
	 	 	 	 	 	 	 	 	 	 	 	 
	Per Call
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	5 pack floating user Remedy
licenses
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	5 pack fixed user Remedy
licenses
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	100 P-Synch and ID-Synch
licenses
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Data Network
	 	 	 	 	 	 	 	 	 	 	 	 
	Routers per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Switches per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	DSUs/CSUs per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Firewalls per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	FRADS per unit
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	IMProvider per device
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Circuits-See Data Transport
recurring tab
	 	 	 	 	 	 	 	 	 	 	 	 
	Hardware for new remote site (Not
including circuit costs)
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Hardware cost at each remote
site
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Hardware cost for NWSC network
module
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	BRI Circuit at remote site
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	PRI circuit to NWSC
	 	$	—	 	 	$	[***]	 	 	$	[***]	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
	Mod 04
	 	Confidential Information

Page 28








 









Table of Contents






Symetra Life Insurance Company (Symetra)

Schedule 3-Fees






	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	Price for Add Units	 	Price for Delete Units
	 	 	Baseline Unit Price	 	(ARC)	 	(RRC)
	 	 	Baseline Unit Price	 	 	 	 
	 	 	(extended Unit	 	 	 	 
	 	 	Pricing remains	 	 	 	 
	 	 	constant within the	 	Increase Above the	 	Decrease Below the
	Item Description	 	10% Deadband)	 	Deadband	 	Deadband
	Local Loop Charges for Circuits
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Internet
access -Dual DS-3 burstable to 7.5M
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-Access port fees for Internet
access
	 	$	—	 	 	$	—	 	 	$	—	 
	Circuits-Point to Point
	 	$	—	 	 	$	—	 	 	$	—	 
	-DS3 Point to Point AT&T
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-DS3 - Point to Point-Verizon
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Circuits-Frame relay
	 	$	—	 	 	 	 	 	 	 	 	 
	-56k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-128K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-256K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-384K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-512K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-768K
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-1.024M
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	-1.544M
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	DS3- ATM/FR Internetworking
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Voice Communications
	 	 	 	 	 	 	 	 	 	 	 	 
	Circuit monitoring per trunk
	 	$	—	 	 	$	—	 	 	$	—	 
	IMProvider Per PBX
	 	$	—	 	 	$	—	 	 	$	—	 
	Large PBX’s (over 300
Extensions) per unit
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Small PBXs (LT 75 extensions)
per unit
	 	$	—	 	 	$	—	 	 	$	—	 
	PBX Handsets per unit
	 	 	 	 	 	$	[***]	 	 	$	[***]	 
	ACD, IVR IMProvider
	 	$	—	 	 	$	—	 	 	$	—	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
	Mod 04
	 	Confidential Information

Page 29








 









Table of Contents






Symetra Life Insurance Company (Symetra)

Schedule 3-Fees






	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	Price for Add Units	 	Price for Delete Units
	 	 	Baseline Unit Price	 	(ARC)	 	(RRC)
	 	 	Baseline Unit Price	 	 	 	 
	 	 	(extended Unit	 	 	 	 
	 	 	Pricing remains	 	 	 	 
	 	 	constant within the	 	Increase Above the	 	Decrease Below the
	Item Description	 	10% Deadband)	 	Deadband	 	Deadband
	Voice Circuit IMProvider
	 	$	—	 	 	$	—	 	 	$	—	 
	Teleconferencing
	 	 	 	 	 	 	 	 	 	 	 	 
	Teleconference Services
	 	$	—	 	 	$	—	 	 	$	—	 
	Calling Cards
	 	$	—	 	 	$	—	 	 	$	—	 
	Cell Phones
	 	$	—	 	 	$	—	 	 	$	—	 
	Voice Mailbox Users
	 	$	—	 	 	$	—	 	 	$	—	 
	Add Locations/Remote
Offices/Remote Workers
	 	 	 	 	 	 	 	 	 	 	 	 
	Location
	 	$	—	 	 	$	—	 	 	$	—	 
	Remote Office
	 	$	—	 	 	$	—	 	 	$	—	 
	Remote Worker
	 	$	—	 	 	$	—	 	 	$	—	 
	Voice Services-Local and Long
Distance
	 	 	 	 	 	 	 	 	 	 	 	 
	Dedicated
	 	$	—	 	 	$	—	 	 	$	—	 
	Switched
	 	$	—	 	 	$	—	 	 	$	—	 
	Circuits
	 	 	 	 	 	 	 	 	 	 	 	 
	Fractional T-1:
	 	 	 	 	 	 	 	 	 	 	 	 
	56/64k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	128k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	256k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	384k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	512k
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	DS3-FR
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	Fractional DS3- Internet BW
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	OCX
	 	$	—	 	 	$	—	 	 	$	—	 
	Other
	 	 	 	 	 	 	 	 	 	 	 	 
	Local Loop Charges for Circuits
	 	$	—	 	 	$	[***]	 	 	$	[***]	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Output Processing
	 	 	 	 	 	 	 	 	 	 	 	 
	Simplex Printed Page
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Post-Processing
	 	 	 	 	 	$	—	 	 	$	—	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
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Symetra Life Insurance Company (Symetra)

Schedule 3-Fees






	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	Price for Add Units	 	Price for Delete Units
	 	 	Baseline Unit Price	 	(ARC)	 	(RRC)
	 	 	Baseline Unit Price	 	 	 	 
	 	 	(extended Unit	 	 	 	 
	 	 	Pricing remains	 	 	 	 
	 	 	constant within the	 	Increase Above the	 	Decrease Below the
	Item Description	 	10% Deadband)	 	Deadband	 	Deadband
	6x9 envelopes
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Automated flat envelopes
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Boxes
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Binding
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Storage
	 	$	—	 	 	$	—	 	 	$	—	 
	Forms Coding and Maintenance
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Postal Presorting
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Supplies
	 	$	—	 	 	$	—	 	 	$	—	 
	Deleted
	 	 	 	 	 	 	 	 	 	 	 	 
	Deleted
	 	 	 	 	 	 	 	 	 	 	 	 
	Deleted
	 	 	 	 	 	 	 	 	 	 	 	 
	Duplex Printed Page
	 	 	 	 	 	$	[***]	 	 	$	[***]	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Content Management
	 	 	 	 	 	 	 	 	 	 	 	 
	Mailroom services
	 	 	 	 	 	 	 	 	 	 	 	 
	-Mailroom
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Scanning
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Indexing
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	MicroFiche/Film BF Conversion
(Scan on-demand only)
	 	 	 	 	 	 	 	 	 	 	—	 
	-Prep documents
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Scanning
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Imaging
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Copying
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Indexing
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Checks
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Research
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Paper Active BF Conversion
	 	 	 	 	 	 	 	 	 	 	—	 
	-Prep documents
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Scanning
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Imaging
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Copying
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Indexing
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Checks
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	-Research
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Lockbox (per check processed)
	 	$	[***]	 	 	$	—	 	 	$	—	 
	T1 with 512 PVC
	 	$	[***]	 	 	$	—	 	 	$	—	 
	FileNet Software Maintenance
	 	$	[***]	 	 	$	—	 	 	$	—	 
	Disaster Recovery
	 	$	[***]	 	 	$	—	 	 	$	—	 





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.




			
	 	 	 
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SCHEDULE 4




SERVICE RATES




	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	Hourly Rate	 	 	 	 	 	 
	 	 	(Symetra-site	 	Hourly Rate	 	Hourly Rate	 	Hourly Rate
	ACS Job Title / Labor Category	 	Rates)	 	(ACS-site Rates)	 	(Near-shore Rates)	 	(Off-shore Rates)
	Applications Programmer
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Business Analyst
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	NA
	Communications Hardware Specialist
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	NA
	Communications Network Specialist
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Communications Software Specialist
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Computer Systems Analyst
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Database Administrator (DBA)
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Database Analyst
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Documentation Specialist
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Information Systems Engineer
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Network Design Engineer
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Project Manager
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	NA
	Quality Assurance Engineer
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Security Systems Engineer
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Software Engineer
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Software Systems Specialist
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Storage Operations Specialist
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Storage Management Engineer
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	System Administrator/Operator
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	System Programmer
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Systems Engineer
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Tape Librarian
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	NA
	Technical Architect
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	Training Specialist
	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 	 	$	[***]	 
	IBM Consulting for Advanced DR
	 	NA	 	$	[***]	 	 	NA	 	NA
	Sun Professional Services for DR
	 	NA	 	$	[***]	 	 	NA	 	NA







	•	 	The on-site Service Rates set forth above were determined
based on Services being provided within the United States.
	 
	•	 	Travel time will not be billed to Symetra.





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.



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	•	 	The Service Rates set forth above do not include travel
(e.g., mileage, cab/bus/train fare, etc.), meals or other
incidental expenses that may be incurred by ACS in performing
the
Other Services, and Symetra shall reimburse ACS for any such reasonable expenses so incurred.
Notwithstanding the foregoing, Symetra will not pay for travel (e.g., mileage, cab/bus/train
fare, etc.), meals or other incidental expenses for local resources based within a fifty (50)
mile radius of Symetra’s headquarters or the NWSC, as applicable.






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SCHEDULE 5




FEE REDUCTIONS




     1. General. The Fee Reductions are designed to encourage the consistent and timely delivery
of Services and value to Symetra. The Fee Reductions are not intended to compensate Symetra for
damages, but rather to estimate the value of the diminished Services actually provided. The goal of
Fee Reductions is not to penalize ACS, but to provide a greater incentive to achieve the
Agreement’s stated objectives and focus ACS on Symetra’s critical needs.



     This Schedule outlines the circumstances under which ACS will be subject to Fee Reductions for
failures to achieve the SLAs and/or Critical Milestones, and the circumstances under which ACS will
be entitled to incentives. The tables attached to this Schedule shall be updated to reflect
Symetra’s current initiatives and Service requirements as provided in the Agreement. Fee
Reductions are not capped on a monthly basis, but shall not exceed the total Annual At-Risk Amount
at any point during any Contract Year, except as outlined below in Section 3(b).



     The tables attached to this Schedule identify, among other things:




     (a) in Table 1, the SLAs and the Weighting Factors for each such SLA; and




     (b) in Table 2, the Critical Milestones for the first Contract Year and the Weighting
Factors and Corrective Assessments for each such Critical Milestone.



     2. SLAs.



          a. Fee Reductions. Each SLA identifies key performance measures that will be used to evaluate
ACS’ delivery of the Services. The overriding goal in developing SLAs is to support Symetra’s
desire to manage ACS by monitoring and measuring performance with respect to Symetra’s
most-important business requirements. The Fee Reductions for ACS’ failure to achieve any SLA shall
be equal to the product of: (i) the Annual At-Risk Amount, multiplied by (ii) the Weighting
Factor (set forth in the attached Table 1) for the SLA that was missed. For example, given the
following assumptions: (a) the Annual Services Fees are [***] Dollars ($[***]); (b) the total
Annual At-Risk Amount therefore equals [***] Dollars ($[***]) ([***] percent ([***]%) of the Annual
Services Fees); and (c) an SLA failure occurs with respect to an SLA having a [***] percent
([***]%) Weighting Factor, Fee Reductions would be calculated as follows:




	 	 	 
	Annual At-Risk Amount

	 	$[***]
	 
	 	 
	times

	 	times
	 
	 	 
	SLA Weighting Factor

	 	[***]%
	 
	 	 
	Fee Reduction

	 	$[***], which does not exceed the
monthly Fee Reduction cap of [***]
percent ([***]%) of the Annual
At-Risk Amount (in this case,
$[***]). If the Fee Reduction had
been greater than $[***] (either
individually or in the aggregate when
considering all Fee Reductions for that month),
such Fee Reductions would be capped at
$[***].





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.





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The earn-back rights described in Section 4 below would apply to the missed SLA.




          b. Priority SLAs. Symetra may classify two (2) SLAs as priority SLAs (“Priority SLAs”) and
allocate up to a [***] percent ([***]%) Weighting Factor to each such Priority SLA. With ACS’
prior written consent, which shall not be unreasonably withheld, Symetra shall have the right to
re-classify any other SLA as a Priority SLA, provided that: (a) unless otherwise agreed to by the
Parties in writing, there shall never be more than two (2) Priority SLAs at any given point in
time; (b) such re-classification shall become effective sixty (60) calendar days following ACS’
consent to such re-classification (if given); and (c) unless otherwise agreed to by the Parties in
writing, a Priority SLA must remain as such for the entirety of the Contract Year in which it first
becomes a Priority SLA. Following any such re-classification, subject to the limitations set forth
in Section 5 of this Schedule, Symetra shall have the right to re-allocate the SLA Weighting
Factors among the SLAs.




          c. Performance Measurements. As further described in Section 2.2.2(b) of the Agreement,
measurement of performance against the SLRs shall be in accordance with the SLR metrics set forth
in the applicable Schedules 2 to the Agreement.




     3. Critical Milestones.



          a. Fee Reductions. Each Critical Milestone identifies a key project milestone that will be
used to evaluate ACS’ delivery of the requested Services. The goal of identifying Critical
Milestones is to support Symetra’s desire to manage ACS by monitoring and measuring actual
performance against Symetra’s most-important business deadlines. The Fee Reductions for ACS’
failure to timely achieve any Critical Milestone shall be equal to the product of: (i) the Annual
At-Risk Amount, multiplied by (ii) the Weighting Factor (set forth in the attached Table 2) for the
Critical Milestone that was missed. For example, given the following assumptions: (a) the Annual
Services Fees are [***] Dollars ($[***]); (b) the total Annual At-Risk Amount therefore equals
[***] Dollars ($[***]) ([***] percent ([***]%) of the Annual Services Fees); and (c) a Critical
Milestone failure occurs with respect to a Critical Milestone having a [***] percent ([***]%)
Weighting Factor, Fee Reductions would be calculated as follows:




	 	 	 
	Annual At-Risk Amount

	 	$[***]
	 
	 	 
	times

	 	times
	 
	 	 
	Critical Milestone Weighting Factor

	 	[***]%
	 
	 	 
	Fee Reduction

	 	$[***], which does not
exceed the monthly Fee Reduction cap
of [***] percent
([***]%) of the Annual
At-Risk Amount (in this case,
$[***]). If the Fee
Reduction had been greater than
$[***] (either individually
or in the aggregate when considering
all Fee Reductions for that month),
such Fee Reductions would be capped at
$[***].





There is no earn back option associated with Critical Milestones. Additional Corrective Assessments may apply.



Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.




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          b. Corrective Assessments. Upon any failure with respect to a Critical Milestone, if
specified in Table 2 to this Schedule, an initial Corrective Assessment and incremental Corrective
Assessments may be imposed on ACS, in addition to any other Fee Reductions available under this
Schedule. Such Corrective Assessments shall not apply toward satisfaction of the Annual At-Risk
Amount.




     4. Earn-Back Rights. ACS may earn back [***] percent ([***]%) of any Fee Reductions
corresponding to a particular SLA if, with respect to SLAs with a monthly Measurement Interval, no
failure occurs as to that SLA for a period of ninety (90) calendar days following the Measurement
Interval in which the last failure to comply with that SLA occurred. If an SLA is measured in any
manner other than monthly, ACS may earn back [***] percent ([***]%) of any Fee Reductions
corresponding to that particular SLA if no additional failures occur as to that SLA in three (3)
consecutive Measurement Intervals.



     5. Weighting Factors. The Weighting Factors shall not exceed: (a) [***] percent ([***]%) in
the aggregate for SLA (including Priority SLA) Weighting Factors; (b) [***] percent ([***]%) in the
aggregate for Critical Milestone Weighting Factors; (c) [***] percent ([***]%) for any individual
Priority SLA; (d) [***] percent ([***]%) for any individual SLA other than a Priority SLA; or (e)
[***] percent ([***]%) for any individual Critical Milestone.



     6. Limit on Monthly Fee Reductions. The Fee Reductions in any single month shall not exceed
[***] percent ([***]%) of the Annual At-Risk Amount.



     7. Interrelated SLAs. If ACS fails to achieve an SLA and, following such failure, a
Root-Cause Analysis reveals that: (a) such failure would not have occurred but for ACS’ failure to
achieve a separate SLA; and (b) such SLA otherwise would have been achieved, ACS shall not be
obligated to pay any Fee Reductions associated with its failure to achieve such SLA. For example,
if ACS has failed to achieve the batch processing SLA and a Root-Cause Analysis reveals that: (c)
the batch processing SLA would not have been missed but for ACS’ failure to achieve the end-to-end
network availability SLA; and (d) the batch processing SLA otherwise would have been achieved, ACS
would not be obligated to pay any Fee Reductions associated with its failure to achieve the batch
processing SLA (but would be responsible for Fee Reductions associated with its failure to achieve
the end-to-end network availability SLA).



Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.





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Table 1 — Contract Year 1: SLAs




	 	 	 	 	 	 	 
	Category	 	Performance Requirement	 	SLA	 	Weighting 
Factor %
	Help Desk

	Incident Resolution
	 	 	 	 	 	 
	First Contact Resolution

	 	Seventy percent (70%)
with < five
percent (5%) recalls
	 	[***]%
	 	[***]%
	 
	 	Distributed Computing	 	 	 	 
	Distributed Computing Server Availability
	 	 	 	 	 	 
	Remote server Availability

	 	Sun-Sat, 0000-2400
	 	[***]%
	 	[***]%
	Software Installation
	 	 	 	 	 	 
	Service/security patches and
antivirus updates

	 	Within twenty-four
(24) hours. Measured
from approval or
automatic updates
from anti-virus
vendor.
	 	[***]%
	 	[***]%
	Data Center

	General System Availability
	 	 	 	 	 	 
	Mainframe OS and subsystems

	 	Sun-Sat, 0000-2400
	 	[***]%
	 	[***]%1
	Windows servers

	 	7x24x365
	 	[***]%
	 	[***]%
	Batch Processing
	 	 	 	 	 	 
	Scheduled production batch

	 	Complete jobs per

Symetra approved

schedule
	 	[***]%
	 	[***]%
	Network Services

	Network Availability
	 	 	 	 	 	 
	End-to-end Availability — critical
locations (Symetra headquarters and ACS
data center)

	 	Sun-Sat, 0000-2400
	 	[***]%
	 	[***]%2
	Remote office availability

	 	Sun-Sat, 0000-2400
	 	[***]%
	 	[***]%
	Internet access Availability

	 	Sun-Sat, 0000-2400
	 	[***]%
	 	[***]%
	Voice Services

	Voice Communication Availability
	 	 	 	 	 	 
	Overall voice transport and system
Availability

	 	Sun-Sat, 0000-2400
	 	[***]%
	 	[***]%
	Cross Functional

	Restoration
	 	 	 	 	 	 
	SL1 data restore requests for production
& regulatory data (data backup to
intermediate SAN storage, restore from
intermediate SAN storage)

	 	< Three (3) hours
from Symetra request
	 	[***]%
	 	[***]%








 




			
	1	 	This is a Priority SLA.
	 
	2	 	This is a Priority SLA.




Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.





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Table 2 — Critical Milestones







	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	Completion Period	 	 	 	 
	 	 	 	 	 	 	 	 	Grace	 	 	 	 
	 	 	 	 	 	 	 	 	Period	 	 	 	 
	 	 	 	 	 	 	 	 	following	 	 	 	 
	 	 	 	 	 	 	 	 	due date	 	 	 	 
	 	 	 	 	 	 	 	 	before	 	 	 	 
	 	 	 	 	 	 	Critical	 	Corrective	 	Corrective	 	Incremental
	 	 	Weighting	 	Milestone	 	Assessment	 	Assessment	 	Corrective
	Critical Milestones	 	Factor %	 	Due Date	 	takes effect	 	($)1	 	Assessment1
	1) Final Transition Plan per Section
2.3.1 of the Agreement

	 	 	0	%	 	11/30/04
	 	One (1) week
	 	$[***]
	 	None
	2) Data Center Development Environment

	 	 	0	%	 	12/30/04
	 	One (1) week
	 	$[***]
	 	None
	3) Phase 1 Network (connection to
Hillsboro-Redmond

	 	 	0	%	 	02/01/05
	 	One (1) week
	 	$[***]
	 	$[***]
	4) Data Center Production Infrastructure 

Ready for test

	 	 	0	%	 	02/01/05
	 	Ten (10) calendar
days
	 	$[***]
	 	$[***]
	5) Phase II network connection 

Remotes/Bellevue

	 	 	0	%	 	02/28/05
	 	One (1) week
	 	$[***]
	 	$[***]
	6) Voice Production

	 	 	0
	%
	 	02/04/05

	 	Ten (10) calendar
days

	 	$[***]

	 	$[***]

	7) Help Desk Cutover and Distributed
Computing Migration

	 	 	0	%	 	03/05/05
	 	None
	 	$[***]
	 	$[***]
	8) All applications operating on ACS 

Infrastructure

	 	 	0	%	 	06/19/05
	 	None
	 	$[***]
	 	$[***]
	9) Content Management

	 	 	0	%	 	05/09/05
	 	None
	 	$[***]
	 	$[***]
	10) Output Services

	 	 	0	%	 	04/04/05
	 	One (1) Week
	 	$[***]
	 	$[***]
	11) Final Cutover from Safeco of
Infrastructure services

	 	 	0	%	 	07/31/05
	 	None
	 	$[***]
	 	Actual incremental costs
and expenses incurred by
Symetra under the
Safeco/Symetra
Transition Services
Agreement, up to a
monthly cap of $[***],
and an aggregate cap of
$[***]





Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.



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	 	 	 	 	 	 	Completion Period	 	 	 	 
	 	 	 	 	 	 	 	 	Grace	 	 	 	 
	 	 	 	 	 	 	 	 	Period	 	 	 	 
	 	 	 	 	 	 	 	 	following	 	 	 	 
	 	 	 	 	 	 	 	 	due date	 	 	 	 
	 	 	 	 	 	 	 	 	before	 	 	 	 
	 	 	 	 	 	 	Critical	 	Corrective	 	Corrective	 	Incremental
	 	 	Weighting	 	Milestone	 	Assessment	 	Assessment	 	Corrective
	Critical Milestones	 	Factor %	 	Due Date	 	takes effect	 	($)1	 	Assessment1
	12) Disaster Recovery Plan

	 	 	0	%	 	04/19/05
	 	Two (2) weeks
	 	$[***]
	 	$[***]
	13) Disaster Recovery Event

	 	 	0	%	 	Seventy-two (72)
hours following the
establishment of a DR
event
	 	None
	 	$[***]
	 	$[***]





The above-referenced Critical Milestone due dates are subject to change upon the mutual,
written agreement of the Parties as a result of the transition planning activities that are
expected to occur following the Effective Date.






 




			
	1	 	Provided: (a) ACS has failed to timely achieve a Critical Milestone; and (b) such
failure is not excused as provided in Section 2.12.2 of the Agreement, the corresponding Corrective
Assessment set forth in the Table above shall be incurred by ACS on the first day following the
expiration of the applicable grace period (if any). Further: (c) if ACS continues to fail to
timely achieve a Critical Milestone; and (d) such failure is not excused as provided in Section
2.12.2 of the Agreement, incremental Corrective Assessments may be incurred by ACS for each
applicable time interval, or portion thereof (such as a week) by which the Critical Milestone is
not timely achieved.




Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.





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SCHEDULE 6




TERMINATION FEE




	 	 	 	 	 	 	 	 	 	 	 	 	 
	Termination Charges
	 	 	During	 	Contract	 	Contract	 	Contract	 	Contract	 	Contract
	Month	 	Transition	 	Year 1	 	Year 2	 	Year 3	 	Year 4	 	Year 5
	1

	 	5,000,000	 	5,000,000	 	4,000,000	 	3,000,000	 	375,500	 	289,286
	2

	 	5,000,000	 	5,000,000	 	3,916,667	 	2,781,250	 	367,857	 	282,143
	3

	 	5,000,000	 	5,000,000	 	3,833,333	 	2,562,500	 	360,714	 	275,000
	4

	 	5,000,000	 	5,000,000	 	3,750,000	 	2,343,750	 	353,571	 	244,444
	5

	 	5,000,000	 	5,000,000	 	3,666,667	 	2,125,000	 	346,429	 	213,889
	6

	 	5,000,000	 	5,000,000	 	3,583,333	 	1,906,250	 	339,286	 	183,333
	7

	 	5,000,000	 	5,000,000	 	3,500,000	 	1,687,500	 	332,143	 	152,778
	8

	 	5,000,000	 	5,000,000	 	3,416,667	 	1,468,750	 	325,000	 	122,222
	9

	 	5,000,000	 	5,000,000	 	3,333,333	 	1,250,000	 	317,857	 	91,667

	10

	 	NA
	 	5,000,000	 	3,250,000	 	1,031,250	 	310,714	 	61,111

	11

	 	NA
	 	5,000,000	 	3,166,667	 	812,500
	 	303,571	 	30,556

	12

	 	NA
	 	5,000,000	 	3,083,333	 	593,750
	 	296,429	 	(0)






Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.





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SCHEDULE 7




AFFILIATES OF SYMETRA





	1.	 	Symetra Financial Corporation
	 
	2.	 	Symetra National Life Insurance Company
	 
	3.	 	American States Life Insurance Company
	 
	4.	 	First Symetra National Life Insurance Company of New York
	 
	5.	 	Symetra Assigned Benefits Service Company
	 
	6.	 	Symetra Administrative Services, Inc.
	 
	7.	 	Symetra Asset Management Company
	 
	8.	 	Symetra Securities, Inc.
	 
	9.	 	Symetra Services Corporation
	 
	10.	 	Symetra Investment Services, Inc.






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ATTACHMENT A




BENCHMARKING PROCEDURES




     1. Initiation of Benchmarking Procedures. Subject to the timing restrictions set forth in
Section 3 below, if Symetra believes that the Fees are not reflective of the industry’s best rates,
or believes that the SLRs are not reflective of the industry’s best practices, then Symetra shall
have the right to initiate the benchmarking procedures set forth in this Attachment. If Symetra
wants to challenge the competitiveness of the Fees, Symetra shall deliver to ACS a written notice
requesting that the Parties meet to discuss Symetra’s concerns. ACS shall meet with Symetra within
fifteen (15) calendar days following ACS’ receipt of such notice from Symetra, and the Parties
shall exchange any and all relevant information pertaining to the Fees that relate to the items
being challenged. The Parties shall have thirty (30) calendar days from the date of such meeting
to conclude such discussions. If the Parties agree as a result of such discussions to modify the
terms of this Agreement, the Parties will develop and execute an amendment that reflects such
agreed modifications in accordance with Section 19.7 of the Agreement. If the Parties’ discussions
do not result in agreement within such thirty (30) calendar day period, then Symetra shall have the
right to invoke the formal benchmarking procedures set forth below.



     2. Benchmarker; Benchmarking Costs. Any benchmarking process initiated hereunder will be
conducted by an independent, industry-recognized benchmarking service provider (“Benchmarker”)
designated by Symetra from among the list of acceptable Benchmarkers set forth below in this
Section or otherwise agreed to by the Parties in writing. ACS and Symetra agree that the following
companies are acceptable to act as the Benchmarker: Gartner, Hackett, Compass and Meta Group.
[***].



     3. Benchmarking Procedures. [***]. Promptly following Symetra’s initiation of the
benchmarking process, the Parties shall meet with the Benchmarker for purposes of agreeing upon a
detailed plan for implementing the benchmark (including timelines for ACS’ submission of data to
the Benchmarker and a reasonable time period for concluding the benchmark); provided, however, that
any changes to the Fees that occur as a result of the Benchmarking process shall in all instances
be retroactive to the date on which Symetra first provided ACS with written notice of its desire to
conduct a benchmark as provided in Section 1 above. Pursuant to the mutually agreed plan, the
benchmarking process shall be designed not to disrupt delivery of the Services or the ability for
the Services to be provided in accordance with the SLRs.



     The Benchmarker, with input from the Parties, will determine what factors are relevant for
purposes of conducting the benchmark and shall “normalize” all data to obtain relevant comparisons
for purposes of the benchmark. Normalization factors to be taken into consideration by the
Benchmarker may include, without limitation: (a) geographic location of the peer companies; (b)
industry differences affecting information technology costs; (c) economies of scale; and (d)
workload and complexity factors (including operating environment). Other normalization factors may
include, without limitation: (e) the SLRs offered; (f) duration and nature of the contractual
commitment; (g) volume of services being provided; (h) contractual
terms, conditions and allocation of risk; (i) the investment made by the provider in the
customer’s equipment and personnel;



Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.





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(j) appropriate overhead; and (k) provisions to ensure the
unique factors of each deal are taken into account by the Benchmarker, including out-of-scope
deliverables.




     If ACS fails to provide data or otherwise comply in a timely manner with the requirements set
forth in the mutually agreed benchmark plan, ACS shall have a period of seven (7) calendar days
following its receipt of written notice from Symetra regarding such failure during which to provide
such data or comply with the agreed plan. [***].



     4. Review of Benchmark Results.




     (a) General. The Benchmarker shall provide a report on the results of the benchmark to both
Symetra and ACS. Within fifteen (15) calendar days following receipt of the Benchmarker’s report,
Symetra and ACS will meet to jointly review the benchmark results.



     (b) Fee Disparities. If the Benchmarker’s report concludes that the then-current aggregate
Fees for any benchmarked Service is greater than the Benchmarker’s market-based average aggregate
fees for such Service then: (i) if the difference between the rates payable hereunder and the
rates identified by the Benchmarker (the “Rate Differential”) is [***] percent ([***]%) or less,
the Fees payable hereunder shall remain unchanged; (ii) if the Rate Differential is greater than
[***] percent ([***]%), then the Fees payable hereunder shall be reduced by an amount necessary to
cause the Rate Differential to be [***] percent ([***]%).



     5. General Agreement of Cooperation. The Parties acknowledge that the benchmarking procedures
described in this Attachment will require further definition and clarification as the Parties begin
actual implementation of the benchmark. The Parties shall cooperate in good faith with one another
and with the Benchmarker to reach reasonable and timely agreements on such further definition and
clarification. To the extent the Benchmarker reasonably establishes that certain definitions,
procedures and methodologies are widely used in information technology benchmarking, the Parties
agree to generally rely on the Benchmarker’s definitions, procedures and methodologies for guidance
in reaching agreement. Further, the Parties acknowledge that in reaching the final results of the
benchmark, the Benchmarker will be required to exercise its professional judgment and discretion in
certain matters and, assuming such judgments are within established industry practices for
information technology benchmarking, the Parties will defer to the conclusions of the Benchmarker.



     ACS acknowledges that Symetra views the benchmark procedure described in this Schedule as a
critical inducement to Symetra’s agreement to many of the terms of this Agreement, including the
Term and termination rights provided for in the Agreement, and therefore ACS agrees that it will
cooperate in good faith to accomplish the objectives of the benchmark procedure for the benefit of
Symetra.



     6. Benchmark Metrics. At their highest level of classification, the Service Tower Services to
be provided by ACS are the Service Towers identified in Section 2.2.1 of the
Agreement. ACS will be apprised of the specific Services or sub-Services (metrics) that will
be included in the scope of the benchmark sufficiently in advance of the benchmarking study so that



Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra Financial Corp., this information has been filed separately with the Securities and Exchange Commission.





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ACS can establish administrative processes to capture the necessary metric data. The exact metrics
to be included in the benchmark study will be contingent upon: (a) the detail in which the
Benchmarker maintains cost, pricing and other relevant data within its database; and (b) ACS’
ability to capture pricing and other relevant information at the desired level of detail. The
following table is shown solely as an example of the types of metrics that may be included in the
benchmarking study:




	 	 	 
	Service Tower Services	 	Possible Benchmark Service/Sub-Service
	Help Desk or Call Center

	 	Cost per contact
	 

	 	Cost per call
	 
	 	 
	Desktop Management

	 	Cost per seat (hardware, standard software)
	 

	 	Cost per seat (maintenance and support)
	 
	 	 
	Distributed Computing
Services and Web Hosting
Services

	 	Cost per Server Unix Operation & Maintenance

Cost per server NT Operation & Maintenance

Cost per AS400 system operations and
maintenance 

Cost per kGEMS







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ATTACHMENT B




SYMETRA SITES




	 	 	 	 	 	 	 
	 	 	 	 	Approximate
	 	 	 	 	Number of Users
	Office City Location	 	Address	 	(in 2005)
	New Symetra Headquarters

	 	777 108th Avenue NE, Bellevue, WA 98004
	 	 	1008	 
	Indianapolis, IN. (SRMS)

	 	3600 Woodview Trace Suite 301, Indianapolis, IN
46268
	 	 	12	 
	Boston, MA

	 	50 Congress Street, Suite 420, Boston, MA 02109
	 	 	5	 
	South Windsor (Hartford), CT

	 	1170 Ellignton Road, South Windsor, CT 06074
	 	 	25	 
	Conshohocken, PA

	 	One First Ave, Conshohocken, PA 19428
	 	 	6	 
	Pittsburgh (Bethel Park), PA

	 	2000 Oxford Drive Suite 490, Bethel Park, PA
15102
	 	 	5	 
	Clairmont (Atlanta), GA

	 	2957 Clairmont Road Suite 400, Atlanta, GA
30329
	 	 	11	 
	Miami, FL

	 	7300 NW 19TH ST., Street. 205, Miami, FL 33126
	 	 	31	 
	Woodstock, IL

	 	224 W. Judd Street, Woodstock IL 60098-3127
	 	 	1	 






	 	 	 	 	 	 	 
	 	 	 	 	 	 	Approximate
	 	 	 	 	 	 	Number of Tele-
	Remote Tele-workers	 	 	Workers
	City	 	Address	 	 	(in 2005)
	Lake Oswego (Portland), OR
	 	 	 	 	 	5
	Portland, OR
	 	 	 	 	 	1
	Aliso Viejo-SoCal, CA
	 	 	 	 	 	3
	San Diego, CA
	 	 	 	 	 	10
	Golden, CO
	 	 	 	 	 	1
	Richardson (Dallas), TX
	 	 	 	 	 	13
	Overland Park, KS
	 	 	 	 	 	3
	Cincinnati, OH
	 	 	 	 	 	4
	Hoffman Estates
(Chicago), IL
	 	 	 	 	 	7
	Duluth (Atlanta), GA
	 	 	 	 	 	13
	Fenton-South, MO
	 	 	 	 	 	1
	Maitland, FL
	 	 	 	 	 	1
	Doylestown, PA
	 	 	 	 	 	2
	Wexford, PA
	 	 	 	 	 	2
	Chicago, IL (Hoffman Estate)
	 	 	 	 	 	4







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Attachment C

Transition Plan

Initial Draft of Transition Plan

Symetra Transition Program




Confidential Information




 









Table of Contents





Symetra Transition Program












Table of Contents




Initial Transition Plan




	 	 	 	 	 
	1 INTRODUCTION
	 	 	1	 
	 
	 	 	 	 
	1.1 Detailed Transition Plan Background
	 	 	1	 
	1.2 Detailed Transition Plan Overview
	 	 	1	 
	 
	 	 	 	 
	2 PROGRAM SCOPE
	 	 	2	 
	 
	 	 	 	 
	2.1 In Scope
	 	 	2	 
	2.2 Out of Scope
	 	 	2	 
	2.2.1 Activities Out of Scope of ACS Contract
	 	 	2	 
	2.2.2 Activities In Scope of ACS Contract, Out of Scope for Transition
	 	 	2	 
	2.3 Measures of Success
	 	 	3	 
	2.3.1 Client Business Objectives
	 	 	3	 
	2.3.2 Program Objectives
	 	 	3	 
	2.4 Stakeholders
	 	 	3	 
	2.4.1 Symetra
	 	 	3	 
	2.4.2 ACS
	 	 	3	 
	2.5 Program Dependencies
	 	 	4	 
	2.5.1 Transition Program Dependencies on Non Program Areas
	 	 	4	 
	2.5.2 Non Program Areas Dependencies on Transition Program
	 	 	4	 
	 
	 	 	 	 
	3 PROJECT BOUNDARIES
	 	 	5	 
	 
	 	 	 	 
	3.1 Situation Analysis
	 	 	5	 
	3.1.1 Assumptions
	 	 	5	 
	3.1.2 Constraints
	 	 	5	 
	3.2 Supplemental Management Plans
	 	 	5	 
	3.2.1 Communications Management Plan
	 	 	6	 
	3.2.2 Risk Management Plan
	 	 	6	 
	3.2.3 Quality Management Plan
	 	 	6	 
	3.2.4 Schedule Management Plan
	 	 	6	 
	3.2.5 Change Management Plan
	 	 	7	 
	 
	 	 	 	 
	4 PROGRAM APPROACH
	 	 	8	 
	 
	 	 	 	 
	4.1 Transition Approach for Knowledge Transfer
	 	 	8	 
	4.1.1 Initial Knowledge Transfer
	 	 	8	 
	4.1.2 Follow-Up Knowledge Transfer
	 	 	11	 
	4.1.3 Interface Process Development
	 	 	11	 
	4.1.4 Operations Extended Site Visits
	 	 	12	 
	4.2 Transition Approach for Services Transition
	 	 	12	 
	4.2.1 Project Life Cycle for Service Transition Projects
	 	 	12	 
	4.2.2 Help Desk Transition
	 	 	14	 
	4.2.3 Remedy Transition
	 	 	15	 
	4.2.4 Security Transition
	 	 	15	 
	4.2.5 End User Computing Transition
	 	 	16	 
	4.2.6 Disaster Recovery Transition
	 	 	18	 




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	4.2.7 Asset Management Transition
	 	 	19	 
	4.2.8 Content Management Transition
	 	 	20	 
	4.3 Transition Approach for Data Center Migrations
	 	 	21	 
	4.3.1 Project Life Cycle for Data Center Migration Projects
	 	 	21	 
	4.3.2 Detailed Symetra Migration Approach
	 	 	24	 
	4.3.
3 Network
	 	 	25	 
	4.3.4 Mainframe
	 	 	27	 
	4.3.5 Wintel
	 	 	28	 
	4.3.6 Output Processing
	 	 	28	 
	4.4 Transition Approach for Testing
	 	 	30	 
	4.4.1 Testing Integration and Refinement
	 	 	30	 
	4.4.2 Mirrored Systems and Functional Testing
	 	 	30	 
	4.4.3 Test Plans
	 	 	31	 
	4.4.4 Testing Limitations
	 	 	32	 
	4.4.5 Acceptance Criteria
	 	 	32	 
	4.4.6 Testing Events
	 	 	32	 
	 
	 	 	 	 
	5 TRANSITION PROGRAM KEY MILESTONES AND PROJECT PLAN (SCHEDULE)
	 	 	36	 
	 
	 	 	 	 
	5.1 Key Transition Milestones
	 	 	36	 
	5.2 Program Project Plan (Schedule)
	 	 	36	 
	 
	 	 	 	 
	6 DETAILED TRANSITION PLAN APPROVALS
	 	 	38	 
	 
	 	 	 	 
	6.1 Approvals Required
	 	 	38	 
	6.2 Comments
	 	 	38	 










Confidential Information




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iii





 









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Symetra Transition Program









	1	 	Introduction






	 	 	This preliminary Transition Plan is provided as Attachment C to the Agreement. The Parties
acknowledge and agree that this plan is only intended to be an initial draft of the Transition
Plan and will be replaced by a detailed Transition Plan in accordance with Section 2.3.1 of
the Agreement.










	 	1.1	 	Detailed Transition Plan Background






	 	 	 	The detailed transition plan will be developed to leverage the latest technology and
the best in class practices ACS uses to support all of our Business Process and
Information Technology Outsourcing clients. This approach provides a cost-effective
solution insuring high performance levels, mitigation of risks, and flawless execution.
	 
	 	 	 	In the plan, we address the approach for services transition support (section 4.1
Transition Approach for Services Transition), the approach for data center’s mainframe and
midrange systems (section 4.2 Transition Approach for Data Center Migrations), the
approach for knowledge transfer (section 4.3 Transition Approach for Knowledge Transfer),
and the approach for testing (section 4.4 Transition Approach For Testing). Additionally,
we discuss the program key milestones, program schedule, and Symetra acceptance of the
program’s criteria for success.
	 
	 	 	 	As a service organization that provides timely, accurate and dependable services, ACS
brings numerous benefits. ACS offers Symetra unparalleled success in delivering
outsourcing services and the knowledge gained through more than 15 years of experience.
From this experience, we know that Symetra satisfaction depends on the availability,
efficiency, flexibility and reliability of ACS services. And satisfaction will drive every
responsibility Symetra entrusts to ACS.










	 	1.2	 	Detailed Transition Plan Overview






	 	 	 	The transition plan, supplemental management plans, and detailed program plan
schedule are critical components of a successful outsourcing agreement. The purpose of
these plans — managed by the ACS Transition Management Office (TMO) — is to provide a
comprehensive reference source of project plans, activities, deliverables and resources
for the successful completion of the Symetra Transition Program.
	 
	 	 	 	The transition plan acts as a road map for program and project team members. The ACS
transition manager will provide leadership in the completion of tasks and resolution of
issues that arise throughout the transition. A key to the plan’s success is continuous
communication between all team members and active client participation. The program scope
and approach are detailed within the transition plan.
	 
	 	 	 	The roles, responsibilities, and project management processes that will be used to manage
the program are defined in a supplemental set of management plans. The supplemental plans
define the strategies and process sets for communications, risk, quality, schedule, and
change management.





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Symetra Transition Program









	2	 	Program Scope






	 	 	The following subparagraphs describe the scope of the Symetra Transition Program that will
be managed by the ACS Transition Management Office.










	 	2.1	 	In Scope






	 	•	 	Help Desk Transition
	 
	 	•	 	Remedy Implementation
	 
	 	•	 	Security Transition
	 
	 	•	 	End User Computing Transition
	 
	 	•	 	Asset Management Transition
	 
	 	•	 	Messaging Transition
	 
	 	•	 	Disaster Recovery Transition
	 
	 	•	 	NWSC Data Center Migration
	 
	 	•	 	Content Management
	 
	 	•	 	Output Processing
	 
	 	•	 	Voice Services
	 
	 	•	 	Data Network Services










	 	2.2	 	Out of Scope










	 	2.2.1	 	Activities Out of Scope of ACS Contract






	 	•	 	TBD










	 	2.2.2	 	Activities In Scope of ACS Contract, Out of Scope for Transition






	 	•	 	In-flight projects
	 
	 	•	 	TBD





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Symetra Transition Program









	 	2.3	 	Measures of Success










	 	2.3.1	 	Client Business Objectives






	 	 	 	The following bullet, from the ACS RFP response, is a high level recap of the
selected Symetra sourcing objectives that directly applies to the transition
program.






	 	§	 	Smoothly and successfully transition Symetra to a new IT infrastructure in
the required time frame.










	 	2.3.2	 	Program Objectives






	 	 	 	Meet all critical deliverables dates. This objective will be measured by
the supplemental quality management plan.
	 
	 	 	 	Complete the transition with minimum disruption to Symetra IT and
Symetra business units. The TMO Client Satisfaction Survey will measure the
success of this objective.
	 
	 	 	 	Build a solid relationship between ACS and Symetra. The TMO Client
Satisfaction Survey will measure the success of this objective. Stay within
budgetary parameters. The SBU Management team will measure the success of
this objective through the P&L. The ACS TMO will also implement and measure the
success of the TMO portion of the budget through execution of the TMO financial
management plan.










	 	2.4	 	Stakeholders










	 	2.4.1	 	Symetra






	 	•	 	TBD










	 	2.4.2	 	ACS






	 	•	 	Solutions Management
	 
	 	•	 	West Region
	 
	 	•	 	Operations and Engineering
	 
	 	•	 	HR





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Symetra Transition Program





	 	•	 	Finance
	 
	 	•	 	SalesProgram Dependencies










	 	2.5.1	 	Transition Program Dependencies on Non Program Areas






	 	•	 	Symetra Bellevue Facility Complete by TBD
	 
	 	•	 	ACS has signed contract with CompuCom
	 
	 	•	 	TBD










	 	2.5.2	 	Non Program Areas Dependencies on Transition Program






	 	•	 	TBD





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Symetra Transition Program









	3	 	Project Boundaries






	 	 	This section describes other factors that can affect the scope of the program and a summary
of the management plans that will be used to manage the delivery of program deliverables.










	 	3.1	 	Situation Analysis






	 	 	 	This section of the plan identifies the constraints and assumptions that exist for
the program. Program assumptions are statements taken for granted or truth that define
the scope of the program. Constraints are restrictions that affect the scope of the
program. Both are circumstances and events that need to be managed for the program to be
successful but are outside the total control of the program team. The assumptions and
constraints provide a historical perspective when evaluating the program’s performance and
determining justification for program-related decisions and direction.










	 	3.1.1	 	Assumptions






	 	•	 	Network and hardware vendors will be able to deliver equipment and
professional services within industry standard times.
	 
	 	•	 	Safeco will allow a lift of the OS and all program products.
	 
	 	•	 	Symetra user/application data will be segregated on existing or ACS
supplied DASD prior to the first “lift”.
	 
	 	•	 	Safeco will segregate all archived data prior to the final “lift”
	 
	 	•	 	Safeco will allow the installation of an IBM VTS at the RDC and will
support the conversion of tape from the STK VSM
	 
	 	•	 	TBD










	 	3.1.2	 	Constraints






	 	•	 	All Symetra related equipments (servers, network, etc) removed from
Safeco RDC no later than date TBD.
	 
	 	•	 	TBD










	 	3.2	 	Supplemental Management Plans






	 	 	 	Following is a summary description of the supplemental management plans that will be
utilized to manage program deliverables.





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Symetra Transition Program









	 	3.2.1	 	Communications Management Plan






	 	 	 	The Communications Management Plan defines the following areas:






	 	•	 	Program structure including program governance, organization, and roles
and responsibilities
	 
	 	•	 	Program communications schedule
	 
	 	•	 	Program contacts
	 
	 	•	 	Issue and action management process
	 
	 	•	 	Escalation management process










	 	3.2.2	 	Risk Management Plan






	 	 	 	The Risk Management Plan defines the following areas:






	 	•	 	Risk definition
	 
	 	•	 	Risk tracking tool
	 
	 	•	 	Risk management process
	 
	 	•	 	Risk escalation process










	 	3.2.3	 	Quality Management Plan






	 	 	 	The Quality Management Plan defines the following areas:






	 	•	 	Quality management events
	 
	 	•	 	Quality management roles and responsibilities
	 
	 	•	 	Quality management schedule










	 	3.2.4	 	Schedule Management Plan






	 	 	 	The Schedule Management Plan defines the following areas:






	 	•	 	Schedule development
	 
	 	•	 	Schedule management
	 
	 	•	 	Schedule change control





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	 	3.2.5	 	Change Management Plan






	 	 	 	The Change Management Plan defines the following areas:






	 	•	 	Program change management process
	 
	 	•	 	Roles and responsibilities
	 
	 	•	 	Change Control Board (CCB)
	 
	 	•	 	Change request tracking and reporting





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Symetra Transition Program









	4	 	Program Approach






	 	 	The following paragraphs describe the approach that will be utilized to transition the
Symetra infrastructure to ACS.










	 	4.1	 	Transition Approach for Knowledge Transfer






	 	 	 	Without limiting any of ACS’ knowledge transfer obligations set forth in the
Agreement including, without limitation, those set forth in Section 10.3.1, the objective
of the following knowledge transfer process is to provide a seamless transition of
knowledge, required to operate and support the Symetra’s processing environments, from the
current support organizations to the ACS support organizations.
	 
	 	 	 	There are four major elements related to knowledge transfer:






	 	•	 	Initial Knowledge Transfer
	 
	 	•	 	Follow-up Knowledge Transfer
	 
	 	•	 	Interface Process Development
	 
	 	•	 	Operations Extended Site Visit










	 	4.1.1	 	Initial Knowledge Transfer






	 	 	 	At the kickoff of the transition project, the ACS transition team is
established. Information from due diligence and the contract is “transitioned” to
the new team members, and a kickoff meeting is held in which all team members are
informed of the latest details of the transition project.
	 
	 	 	 	ACS team members, representing the involved functional areas, meet with their
counterparts at Symetra and/or Safeco via site visits or conference calls in order
to:






	 	•	 	Validate the transition, implementation, and migration approaches
	 
	 	•	 	Complete detailed design to the level required for initial procurement
	 
	 	•	 	Prepare to assume operational responsibility






	 	 	 	The ACS transition manager works with Symetra’s transition manager to set up the
initial knowledge transfer meetings. This includes establishing the scope, timing,
location, and participants for the required breakout sessions. During this
sub-phase, ACS requires input from Symetra and/or Safeco Subject Matter Experts
(SMEs) in the following areas:





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Subject Matter Expertise Required




	 	 	 	 	 
	 ̈ Hardware

	 	 ̈ Software
	 	 ̈ Network
	 ̈ Systems administration

	 	 ̈ Storage management
	 	 ̈ Communications
	 ̈ Program products

	 	 ̈ Capacity planning
	 	 ̈ Automation
	 ̈ Console operations

	 	 ̈ Media services
	 	 ̈ Tape management
	 ̈ Capacity and
Performance Mgmt

	 	 ̈ Incident, problem and
change management
	 	 ̈ Scheduling and
production control
	 ̈ Data security

	 	 ̈ Print and Mail Services
	 	 ̈ Disaster recovery
	 ̈ Desktop Management

	 	 ̈ Assets Management
	 	 ̈ Service desk







	 	 	 	The following are examples of initial knowledge transfer requirements for a
representative set of functional areas:






	 	4.1.1.1	 	Technical Services Areas
	 
	 	 	 	ACS Transition Team members representing technical services areas
(e.g. OS/390, CICS, DB2, etc.) will meet with Symetra and/or Safeco
personnel currently performing the same functions. The purpose of the
meetings is as follows:






	 	•	 	Validate the transition, implementation, and migration
approaches
	 
	 	•	 	Complete detailed design to the level required for initial
procurement
	 
	 	•	 	Prepare to assume operational responsibility






	 	Ø 	 	Complete a technical questionnaire and obtain
related technical documentation
	 
	 	Ø 	 	Review operating system and/or program
product implementation
	 
	 	Ø 	 	Review support processes and procedures
	 
	 	Ø 	 	Review standards and conventions
	 
	 	Ø 	 	Review application support requirements






	 	4.1.1.2	 	Operations Areas
	 
	 	 	 	ACS Transition Team members representing Operations Areas (e.g.
Console Operations, Help Desk, Scheduling, etc.) will meet with Symetra





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	 	 	 	and/or Safeco personnel currently performing the same functions.
The purpose of the meetings is as follows:






	 	•	 	Validate the transition, implementation, and migration
approaches
	 
	 	•	 	Complete detailed design to the level required for initial
procurement
	 
	 	•	 	Prepare to assume operational responsibility






	 	Ø	 	Complete a technical questionnaire and
obtain related operational documentation
	 
	 	Ø	 	Review operations processes & procedures,
hours of operation
	 
	 	Ø	 	Review help desk environment and problem
management procedures
	 
	 	Ø	 	Review scheduling package implementation,
schedules, and administrative processes & procedures
	 
	 	Ø	 	Review tape management package
implementation, tape library, and tape drive
configuration, processes & procedures, off site
requirements, backup & recovery requirements, foreign
tape requirements, mail tape requirements
	 
	 	Ø	 	Review standards and conventions
	 
	 	Ø	 	Observe daily processes for operations,
production control & scheduling, & tape operations &
administration
	 
	 	Ø	 	Review interfaces to other platforms
	 
	 	Ø	 	Review application support requirements






	 	4.1.1.3	 	Application Areas






	 	 	 	ACS Transition Team members representing both technical and
operational areas meet with client personnel knowledgeable about the
application portfolio. The purposes of the meetings are to assist ACS
with packaging applications into groupings for the various phases of
the data center migration. The main application suite discussion
points for these meetings are as follows:






	 	•	 	Servers platforms
	 
	 	•	 	Database systems utilized





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	 	•	 	Application and network interfaces (internal and external)
	 
	 	•	 	Maintenance windows
	 
	 	•	 	Outage tolerances










	 	4.1.2	 	Follow-Up Knowledge Transfer
	 
	 	 	 	ACS works with Symetra and/or Safeco to establish access rights and
preliminary connectivity to Symetra system. This access is used to allow ACS to
further its data collection activities without directly impacting Symetra or Safeco
personnel. The ACS Project Manager works with the Symetra Transition Coordinator
to determine the “ground rules” for access and to determine if there are interim
means (e.g. web, dial-up) to access the systems. Once an agreement is reached, the
ACS Data Security Team identifies access requirements for ACS team members and
submits formal requests. Symetra and/or Safeco then works with ACS to establish
connectivity and process the access requests.
	 
	 	 	 	After the initial knowledge transfer activities, further interaction between ACS
team members and their Symetra and/or Safeco counterparts is conducted to finalize
and validate the detailed design for each transition, implementation, and migration
area.
	 
	 	 	 	The knowledge transfer process is strengthened as the ACS project team begins to
put the information to use. For the technical groups, this involves building and
testing the new system and networking environments at ACS. For operations groups,
this involves setting up and rehearsing operations procedures such as system
start-up, shutdown, and monitoring.










	 	4.1.3	 	Interface Process Development
	 
	 	 	 	During the knowledge transfer process, ACS team members collect process
requirements from their meetings with Symetra personnel. These requirements are
then merged with ACS core processes to create new interface processes and
procedures. In a typical transition, interface processes are developed, at a
minimum, for problem management, change management, and service requests. The ACS
Service Delivery Manager spearheads the development of interface processes.
Technical and operational teams also provide significant input into this activity.
Major tasks include the following:






ACS team members collect requirements.




	 	•	 	An interface process model is developed and reviewed with involved Symetra
personnel.
	 
	 	•	 	ACS updates the process model based on Symetra’s input.





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	 	•	 	The interface model is again reviewed with and presented for approval by
involved Symetra personnel.
	 
	 	•	 	ACS rolls out the final approved model to ACS personnel.
	 
	 	•	 	Symetra rolls out the final approved model to Symetra personnel.










	 	4.1.4	 	Operations Extended Site Visits
	 
	 	 	 	Four to six weeks prior to the start of cutovers, ACS personnel participate in
extended site visits in order to obtain hands-on experience while working
side-by-side with their Symetra and/or Safeco counterparts.










	4.2	 	Transition Approach for Services Transition
	 
	 	 	The following paragraphs describe the service transition project life cycle and the
approach for the seven projects that comprise the service transition portion of the
Symetra transition program:






	 	•	 	Help Desk Transition
	 
	 	•	 	Remedy Implementation
	 
	 	•	 	Security Transition
	 
	 	•	 	End User Computing Transition
	 
	 	•	 	Messaging Transition
	 
	 	•	 	Assets Management Transition
	 
	 	•	 	Content Management Transition










	 	4.2.1	 	Project Life Cycle for Service Transition Projects
	 
	 	 	 	ACS employs a standard system development & implementation approach to each
defined discipline within the transition. The following provides a general
description of the approach applied to each area of this transition:
	 
	 	 	 	Analysis & Knowledge Transfer






	 	•	 	See Section 4.1 for a detailed description of Knowledge Transfer.






	 	 	 	Design & Procurement





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	 	•	 	Discovery — ACS will identify current environment information and obtain
knowledge of existing processes for Symetra services support. This will be
accomplished through assignments of transition team members and knowledge
transfer sessions.
	 
	 	•	 	Obtain System/Workflow Inputs — ACS will obtain input from Symetra
business workflow, policy & procedures, incident management, change
management and reporting.
	 
	 	•	 	Procurement – Initiate procurement of hardware, software, or services
required to complete the deliverable.






Construct




	 	•	 	Development — ACS will build and implement the necessary hardware,
software and business workflow processes necessary to support the defined
requirements. This may also include set up of physical space and network
connectivity to ACS.
	 
	 	•	 	Training – Determine training requirements based on the existing knowledge
base and the solution to be implemented. Define and execute a training
program based on these requirements.
	 
	 	•	 	Testing and Quality Assurance — This includes development of test plans,
configuration test, dry run test, and Go/No Go decision.






Implement




	 	•	 	Following a “go” decision based on successful testing and approval, the
implemented solution is put into production.
	 
	 	•	 	During post implementation there is a defined “critical care” period where
all activities associated with the implemented solution are closely monitored
and issues or incidents are addressed by the transition team. Once this
“critical care” period is over, incident management will be addressed by the
defined operational support organization.






Close




	 	•	 	Complete turnover from the TMO to the SBU Management team.
	 
	 	•	 	Obtain customer concurrence that deliverables associated with this effort
have been met
	 
	 	•	 	Obtain customer approval to close project
	 
	 	•	 	Complete administrative project close activities





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	 	4.2.2	 	Help Desk Transition
	 
	 	 	 	ACS will provide in-scope help desk services for Symetra from our NWSC. A
large portion of the transition timeline is dedicated to knowledge transfer and
building appropriate processes that the new agents can use to support Symetra. The
transition will take approximately TBD days to complete. The transition activities
associated with the Help Desk transition will consist of:
	 
	 	 	 	Knowledge Transfer sessions with and shadowing of the current Help Desk staff.
	 
	 	 	 	Implementation of Help Desk tools such as Remedy and Aspect
	 
	 	 	 	Implementation of Automatic Call Distribution (ACD) and Knowledge Management
Systems
	 
	 	 	 	Additional activities required for this transition beyond the approach activities
described above include:
	 
	 	 	 	Design






	 	•	 	Discovery to define the steps for each activity such as Remedy setup,
process improvements, and relocation of the help desk to the NWSC.
	 
	 	•	 	TBD






Construct




	 	•	 	Infrastructure Development — ACS will complete the infrastructure set up
for the help desk. ACS will install the required network connectivity
between Symetra sites and the NWSC, configure the agent workstations, and
establish access to required systems.
	 
	 	•	 	Process improvements and efficiencies will be implemented incrementally,
utilizing best practices employed by ACS.
	 
	 	•	 	ACS will hire and train 2 additional Help Desk agents.
	 
	 	•	 	TBD






Implement




	 	•	 	At cutover, the Symetra PBX will be updated to forward Help Desk calls to
NWSC.
	 
	 	•	 	TBD





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	 	4.2.3	 	Remedy Transition
	 
	 	 	 	Problem and change management will be performed from the Remedy system in the
NWSC. Symetra employees that require access to this system in order to enter
problem tickets or review them will be given the appropriate access. The transition
to the Remedy system will take place in conjunction with the migration of the help
desk, approximately TBD days after contract sign.
	 
	 	 	 	The Remedy transition will consist of moving Symetra users onto the ACS Remedy
application. Symetra will be able to take advantage of a tool that has been built
around industry best practices.
	 
	 	 	 	Design






	 	•	 	TBD






Construct




	 	•	 	TBD






Implement




	 	•	 	TBD










	 	4.2.4	 	Security Transition






The security transition will address Symetra’s application and data security
requirements and will provide a structured migration, knowledge transfer and management
process for physical and logical security of in-scope systems, data, infrastructure and
environments. The transition will run concurrent with the data center migration
activities.




	 	4.2.4.1	 	Logical Security Operations Transition
	 
	 	 	 	This methodology provides for 24 x 7 threat assessments, incident
response and threat mitigation, regulatory assessments, risk or
vulnerability assessments and remediation. The goal of the Information
Security Team is to provide Symetra a secure network that meets or
exceeds the stated security requirements with confidentiality, integrity
and availability.
	 
	 	 	 	ACS will deliver a secure computing environment for Symetra and its user
community through the following activities:
	 
	 	 	 	Design






	 	•	 	Policy and procedure gap analysis
	 
	 	•	 	Firewall configuration rule review





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	 	•	 	IDS monitoring review
	 
	 	•	 	Classification of data review
	 
	 	•	 	Roles and responsibility rules
	 
	 	•	 	Management tools/reporting
	 
	 	•	 	Escalation procedures
	 
	 	•	 	Software support and SLA metrics
	 


	 	•	 	TBD






Construct




	 	•	 	Security platform selection, testing and implementation
	 
	 	•	 	Intrusion detection systems placement
	 
	 	•	 	Vulnerability assessment and threat analysis
	 
	 	•	 	Monitoring and bandwidth analysis
	 
	 	•	 	Review application configurations
	 
	 	•	 	Test and validate escalation procedures
	 
	 	•	 	Identify problems/corrective actions
	 


	 	§	 	TBD






Implement




	 	•	 	Transition to active monitoring
	 
	 	•	 	TBD










	 	4.2.5	 	End User Computing Transition
	 
	 	 	 	The transition approach documents the major deliverables necessary to complete
a successful transition of End User Computing services from Symetra to ACS. Desktop
management services will be provided for the Symetra environment. These servers
consist of overall desktop engineering, configuration management, and software
distribution. An SMS server will be set up in the Symetra headquarter building to
enable ACS to perform electronic software distribution and asset tracking to all of
the Symetra desktops. ACS will contract with a third-party vendor to conduct
break/fix and IMACs in the remote Symetra locations. These





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	 	 	 	services include installation, maintenance and user support. The transition
activities associated with Desktop Support will consist of Knowledge Transfer
sessions with and shadowing of the current Desktop Support staff.






	 	4.2.5.1	 	Third Party contracts
	 
	 	 	 	TBD






	 	4.2.5.2	 	Transition Approach
	 
	 	 	 	The following are the major activities and milestones that are part
of the ACS Desktop Services approach:
	 
	 	 	 	Design






	 	•	 	Obtain organizational charts and map to ACS support
organization.
	 
	 	•	 	Review Symetra and ACS roles and responsibilities.
	 
	 	•	 	Review Symetra, ACS and vendor interface procedures. Review
the times, days and procedures for the regularly scheduled status
and support services meetings.
	 
	 	•	 	Review the formats of the existing reports and escalation
models (to include VIP support).
	 
	 	•	 	Conduct knowledge exchange activities.
	 
	 	•	 	Review the service level tracking and reporting procedures.
	 
	 	•	 	TBD






Construct




	 	•	 	Obtain working space for the ACS onsite staff and plan for
implications of remote support staff.
	 
	 	•	 	Update Symetra, ACS and vendor interface procedures.
	 
	 	•	 	Establish the times, days and procedures for the regularly
scheduled status and support services meetings.
	 
	 	•	 	Update the formats of the existing reports and escalation
models (to include VIP support).
	 
	 	•	 	Update the service level tracking and reporting procedures.





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	 	•	 	Develop the staff augmentation plan, as necessary
	 
	 	•	 	Finalize Hardware Support Services
	 
	 	•	 	Develop the support services turnover plan.
	 
	 	•	 	TBD






Implement




	 	•	 	Conduct contract administration turnover as required.
	 
	 	•	 	Establish the accounting and billing processes for third party
contracts
	 
	 	•	 	Incorporate ACS tools, processes, and procedures into the
current Desktop Services environment.
	 
	 	•	 	Implement next day remote depot
	 
	 	•	 	Execute the support services turnover plan.
	 
	 	•	 	TBD










	 	4.2.6	 	Disaster Recovery Transition
	 
	 	 	 	Disaster recovery services will be provided through the ACS Continuous
Availability Services (CAS) team. ACS will review Safeco’s current plan as
requested in the RFP. At the conclusion of each phase of the data center migration
(mainframe and servers), ACS will develop disaster recovery procedures specific to
the needs of Symetra for the new servers located in the NWSC. The procedures will
be in place TBD days after the completion of each data center phase.
	 
	 	 	 	The following major activities drive the ACS Disaster Recovery (DR) transition
approach:
	 
	 	 	 	Design






	 	•	 	Assign a DR coordinator and establish a DR support team for the
participation in DR planning sessions, testing exercises and post-testing
review meetings.
	 
	 	•	 	Review existing Symetra DR Plan
	 
	 	•	 	Conduct technical and business walk-through of Symetra existing DR plan.
	 
	 	•	 	Analyze and define Symetra existing DR roles and responsibilities.





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	 	•	 	Identify any business functions that require special equipment, network
connectivity, supplies or unique workspace environments.
	 
	 	•	 	TBD






Construct




	 	•	 	Develop and maintain complete listing of application files needed for
recovery processing.
	 
	 	•	 	Define application availability recovery times and prioritize each
application’s importance in the business environment.
	 
	 	•	 	Develop and maintain application file backup and recovery procedures.
	 
	 	•	 	Administer and coordinate activities with non-ACS contracted DR service
providers.
	 
	 	•	 	Develop alternate processing methods for maintaining continuity of
business transactions that have been identified as critical for client
survival; these methods are planned for interim use following a disaster
until usual information processing activities can occur at an alternate site.






Implement




	 	•	 	Review new DR plan with Symetra
	 
	 	•	 	Gain approval/acceptance of new DR plan from Symetra.
	 
	 	•	 	Perform turnover of DR plan to Account SDM










	 	4.2.7	 	Asset Management Transition
	 
	 	 	 	The Asset Management transition will be executed following ACS’s standard
implementation processes. Transition will be accomplished in two phases. The
first phase involves performing an initial inventory collection. The second phase
will address rollout of the Asset Management component of Remedy. Additional
activities required for this transition include:
	 
	 	 	 	Design






	 	•	 	Initial Inventory Plan — ACS will develop a plan for the initial inventory
assessment.
	 
	 	•	 	TBD
	 
	 	•	 	The initial inventory baseline will be provided to Symetra for review and
approval.





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	 	•	 	Desktop Software Inventory – The baseline inventory will be provided
electronically for those desktops and laptops that are network attached.
	 
	 	•	 	Hardware Maintenance and leasing contracts will be captured and associated
with the inventory in the Asset Management Application.
	 
	 	•	 	Obtain Service Inputs — Interim inventory change controls will be
established based on input from Symetra.






Construct




	 	•	 	Initial Inventory — ACS will conduct an asset inventory assessment
capturing the required attributes for each asset type.
	 
	 	•	 	Application Setup – ACS will establish a client’s instance in the Asset
Management component of Service Center. Identify appropriate users of the
application and perform the necessary user setup.
	 
	 	•	 	Data Import – ACS will work with Symetra to verify the accuracy of the
initial inventory. Corrections to the data will be made prior to importing
into the Asset Management application.
	 
	 	•	 	Process/Procedures – ACS will develop the inventory change control
procedures for use, management, and administration of the Asset Management
application.
	 
	 	•	 	Training – Symetra employees utilizing the Asset Management application
will be trained on its use and the appropriate change control procedures.
	 
	 	•	 	Testing and Quality Assurance — This section will include import data
verification, Dry Run Testing, and Go/No Go Decision for implementation into
production.






Implement




	 	•	 	Upon successful “go” decision, the inventory will be baselined and changes
to this inventory will be managed through established change control
processes
	 
	 	•	 	Perform turnover to Account SDM










	 	4.2.8	 	Content Management Transition






Please see attached Appendix 1 to this Attachment C.



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	4.3	 	Transition Approach for Data Center Migrations
	 
	 	 	For all platforms, the transition approach incorporates a series of network and
application tests to ensure a seamless migration. See section 4.4 (Transition Approach
for Testing) for a detailed description of the testing approach.
	 
	 	 	The following paragraphs describe the data center migration project life cycle and the
approach for data center migration portion of the Symetra transition program:










	 	4.3.1	 	Project Life Cycle for Data Center Migration Projects
	 
	 	 	 	ACS employs a standard system development & migration approach to each defined
discipline within the transition. The following provides a general description of
the approach.
	 
	 	 	 	Knowledge Transfer






	 	 	 	See Section 4.1 for a detailed description of Knowledge Transfer.






	 	 	 	Design and Procurement






	 	 	 	During knowledge transfer, ACS will collect information that is required
to finalize the system configuration and network design. Final detailed
specifications are developed for hardware, software, and network
circuits/equipment. ACS then initiates the procurement process for the
required resources.






	 	 	 	Construct






	 	 	 	For Symetra, ACS will install similarly configured hardware in the NWSC.
This approach eliminates the need to physically move any hardware during
the actual cutover and provides for easy fallback in the event of a
cutover problem.
	 
	 	 	 	Data Copies
	 
	 	 	 	Per standard process, ACS will make four full copies of the system for
systems operated at the RDC. The first copy establishes a base for
initial customization, network unit testing, and application unit
testing. The second copy is a data refresh to facilitate integrated
application/network testing. The third copy occurs at the dry run, and
the fourth copy occurs at the hot cut.
	 
	 	 	 	For systems being moved by tape copy, all processing must be stopped
while the copies occur in order to ensure data integrity.
	 
	 	 	 	Customization and Start-Up of Systems





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	 	 	 	Once the new hardware is installed at ACS and the first data copy is
completed, the customization process begins. Minimal changes will be
made to the systems software environment. The following paragraphs
describe typical activities for the mainframe and open systems
environments.
	 
	 	 	 	Mainframe
	 
	 	 	 	The migration team will establish the ACS internal systems integration
processes, apply the necessary software maintenance upgrades and
authorization pass-codes, set up the internal automation and systems
support processes, and install additional systems utilities.
	 
	 	 	 	The Migration Team will make no changes to the applications environment.
All logical definitions remain the same, and all systems software
products should function the same. ACS will not add new versions,
releases or maintenance to the environment without Symetra’s prior
approval.
	 
	 	 	 	Wintel Systems
	 
	 	 	 	Operating Systems — ACS will perform a fresh OS installation of the
current OS on all servers unless a change is specifically requested by
Symetra, designated by the hardware vendor, or specific application
vendor for supportability reasons.
	 
	 	 	 	In most cases, the approach for the Wintel environment will be fresh
application installs using vendor supplied media or downloadable files
from their web sites. The configuration and customization of these and
other products will be performed cooperatively between ACS and Symetra.
	 
	 	 	 	Exceptions to the product installation rule are when Symetra engages
vendor supplied professional services or when the entire system image of
the source server can be moved to the target server. Symetra will be
responsible for overseeing efforts related to vendor assistance and
engage ACS on an as needed basis to address environmental or operating
system requirements.
	 
	 	 	 	Testing
	 
	 	 	 	A comprehensive testing methodology is executed to verify the transition
process is sound and the systems and network function properly. This
includes unit testing for network and application components, integrated
application/network testing, and a dry run that is a dress rehearsal of
the final cutover. For more information, refer to the Section 4.4
(Transition Approach for Testing).
	 
	 	 	 	Prior to the Dry Run, a “freeze” for discretionary changes is required to
ensure that the systems are stabilized for the cutover. This “freeze” is
in





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	 	 	 	effect beginning one week before the “dry run” and extends one week after
the “hot cut”.






	 	 	 	Implement






	 	 	 	The Hot Cut is the final move (cutover) of the Symetra processing
environment to ACS. The general scenario for the Hot Cut is as follows:






	 	•	 	Quiesce systems at RDC
	 
	 	•	 	For tape copy:






	 	Ø	 	Perform disk-to-tape copies at RDC
	 
	 	Ø	 	Transport copy tapes to ACS
	 
	 	Ø	 	Perform tape-to-disk restores at ACS






	 	•	 	Cut network over to ACS
	 
	 	•	 	Transport tape library to ACS
	 
	 	•	 	Perform system customization at ACS
	 
	 	•	 	Perform Customer Application Acceptance Test
	 
	 	•	 	Make “go” decision
	 
	 	•	 	Start production processing at ACS
	 
	 	•	 	Transport off-site tapes to ACS vault






	 	 	 	ACS will develop the master cutover plan and manage the move. Symetra is
responsible for developing and executing application test scripts. This
event will require participation from ACS technical, operations, and
network groups; Safeco technical, operations, network, and Symetra
application groups; and a select group of business users.
	 
	 	 	 	Fallback
	 
	 	 	 	In the event that a catastrophic problem is encountered at the Hot Cut,
the transition approach employed by ACS allows for a controlled fallback
to Symetra original systems at RDC. As part of developing the cutover
plan and script, ACS also develops a fallback plan based on potential
“showstoppers” that are pre-identified by ACS and Symetra. The following
paragraphs highlight key aspects of ACS’ fallback approach.
	 
	 	 	 	ACS works with Symetra to develop an Acceptance Test that is executed at
the final Hot Cut. The Acceptance Test checks the validity of the
“just-moved” systems to ensure that all business-critical functions are
working





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	 	 	 	properly prior to making a “go” decision and starting production
processing at ACS.






	 	 	 	If a major problem surfaces, ACS, along with its supporting vendors,
works to resolve the problem within the pre-designated outage window. If
the issue cannot be resolved to the satisfaction of Symetra, the fallback
plan is implemented. Since the original systems have not been
dismantled, the fallback plan is to point the network back to the
original systems and restart the production applications. This is done
with little or no loss of data.
	 
	 	 	 	Regarding the tape library, ACS works with Symetra prior to the Hot Cut
to identify if there are any critical master tapes that need to be copied
by Safeco prior to the cutover. In the event that fallback is required,
the copies will remain at the original data center and will be used until
the tape library can be returned.
	 
	 	 	 	If problems are encountered after production processing is started in the
new processing environment, ACS, with its supporting vendors and Symetra,
works to resolve the issues and move forward on the systems at ACS.
	 
	 	 	 	Following a “go” decision based on successful testing and approval, the
implemented solution is put into production.
	 
	 	 	 	During post implementation there is a defined “critical care” period
where all activities associated with the implemented solution are closely
monitored and issues or incidents are addressed by the transition team.
Once this “critical care” period is over, incident management will be
addressed by the defined operational support organization.






Close




	 	•	 	Complete turnover from the TMO to the SBU Management team.
	 
	 	•	 	Obtain customer concurrence that deliverables associated with this effort
have been met
	 
	 	•	 	Obtain customer approval to close project
	 
	 	•	 	Complete administrative project close activities










	 	4.3.2	 	Detailed Symetra Migration Approach
	 
	 	 	 	PHASES/APPLICATION GROUPINGS






Phase 1



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	 	•	 	TBD






Phase 2




	 	•	 	TBD






Phase 3




	 	•	 	TBD










	 	4.3.3	 	Network






	 	4.3.3.1	 	Managed Network Services
	 
	 	 	 	ACS will design a network infrastructure to support the mainframe and server migration from the Safeco Redmond data center (RDC),
and applicable remote sites, to the ACS NWSC in Hillsboro. The appropriate network infrastructure will be built for the
systems that will be housed in the NWSC and at Symetra headquarters in Bellevue, Washington. There will be enough bandwidth
installed to support remote access to the servers and mainframe. Network connectivity will take approximately 90 days to install
from contract sign date. At that time, the remote sites can be configured and tested on the network which will take approximately
30 days. The voice strategy will consist of implementing a new Avaya PBX solution at the Bellevue, Washington facility,
and of managing the existing Avaya switches in six sites and Centrex switches in two sites.
	 
	 	 	 	Upon contract signing, ACS will plan and engineer the installation and establishment of circuit connectivity
between the RDC and the NWSC that will be used to facilitate the migration activities. This also will allow the
RDC and the NWSC to access the existing Safeco-provided Symetra network as required to support the business.
	 
	 	 	 	As each additional circuit and site is turned up, associated network management services will be installed,
configured and made available at the ACS ECC in the Dallas data center-with visibility from the NWSC-to ensure
visibility and manageability. After new service has been established at all sites, existing connections will no
longer be required and ACS will submit a request to Symetra to disconnect the circuit. This work will be performed
in a coordinated and seamless fashion, ensuring an invisible transition from the existing network to the new network
with no impact on Symetra users, customers or affiliates.
	 
	 	 	 	As this is a Greenfield network implementation, ACS will manage the acquisition, configuration and staging of new network equipment for deployment to all applicable Symetra sites. ACS will perform the necessary





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	 	 	 	discovery on the current network state as part of the network engineering transition planning.
Network engineering will take into account IP addressing, summarization, application loading, security requirements
and traffic patterns. ACS network engineering will ensure that application access is not impacted during the transition
of network by performing a traffic analysis of all applications to ensure that application interdependencies are fully
understood before services are migrated from the RDC to the NWSC.
	 
	 	 	 	Our transition planning for voice services focuses on implementing standard management practices for change,
problem and request management. ACS will establish functional personnel responsibility matrices to identify
primary support for locations and equipment. Support queues will be created in ACS Remedy for all Symetra-related
problem tickets, changes and requests. We will establish regular meetings between ACS support personnel, vendors and
Symetra personnel as appropriate. A daily, weekly and monthly task list will be identified per location with
responsibilities clearly defined and assigned. The first 60 days will focus on evaluating the state of the system and
process documentation. ACS will identify all required information and document all systems, processes and lacking information.
On-call responsibilities will be established and their respective escalation procedures will be documented.






	 	4.3.3.2	 	VPN Transition






TBD




	 	4.3.3.3	 	Enterprise Command Center
	 
	 	 	 	A follow the sun approach will be used to provide Enterprise Command Center (ECC) services.
The ECC’s will be located in Dallas and <ECC loc #2>. Data network connectivity from the NWSC to
the ECC locations will be provided by production circuits between the three locations.
	 
	 	 	 	Beginning with Network Test 2, ACS will begin monitoring any ACS-provisioned circuit.
ACS will use HP OpenView at the NWSC to manage and monitor the Symetra network including the Symetra
LAN and WAN. NetCool will be used as a “manager of managers” to collect data from all infrastructure monitoring
systems, including Openview. The NetCool system will communicate with
Dallas and <ECC loc #2> NetCool systems so that management
and monitoring may be provided by the ACS Enterprise Command Centers in each location.





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As servers are placed into production in the NWSC data center, the
ECC will begin active monitoring for those servers.








4.3.4 Mainframe




Overview




The mainframe environment will be migrated to the NWSC using a “system
lift and drop” methodology. This methodology entails copying (“lift”)
the operating system, applications, and user data currently in production
at the RDC and restoring (“drop”) them at the NWSC. This approach
ensures that the new mainframe environment is a mirror image of the
production environment, with little or no change introduced during the
transition. The data migration strategy will be a tape migration. ACS
will set up a VTS/ATL device in the Safeco L&I data center and perform a
data migration to this device in order to create the tapes that will be
restored at the NWSC. The mainframe migration to NWSC will take
approximately 120 days from contract sign date.




Methodology




Disk Storage System




ACS will install an IBM 2105 Shark DASD to handle Symetra storage
requirements at our NWSC. ACS will migrate the Symetra mainframe
workload to our NWSC in April 2005 using a tape dump/restore
migration, or system lift. This is a proven methodology and will
minimize cost while retaining data integrity. This methodology also
allows for dry runs (tests) to finely tune the process and to
facilitate user acceptance testing




Tape Storage System




To facilitate the migration to our NWSC, ACS also will install a
temporary tape solution at the existing Safeco RDC.




The hardware will be installed within 60 days of contract signing.
This equipment will consist of an IBM 3494 ATL and a VTS that will
allow transition of Symetra’s tape processing from the existing STK
VSM and 9840 solution.




Modifications to the existing ACS routines on the Safeco systems will
be made, in cooperation with the Safeco systems staff, that will route
all Symetra tape activity to the transition ATL/VTS equipment.




Critical tape data stored on existing STK tapes will be copied to the
3590 media using the IBM 3590 drives.



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All existing 3480 and 3490 tape volumes will be copied to the VTS,
consolidating all Symetra tape processing onto the new IBM technology.








4.3.5 Wintel




Overview




The majority of the Wintel server environment will be migrated to the
NWSC. The servers located in the remote offices will be replaced with ACS
owned hardware that is comparable or better than the technology currently
in place today. ACS will create a Wintel server environment that will
allow for migration of the applications with little or no application
changes. Hardware configurations for the new servers will closely match
the existing servers; enabling us to simply back-up the current server
operating system, applications, and user data and restoring them on the
new servers. Servers that are currently SAN attached will continue to be
SAN attached when replicated at the NWSC. Servers that currently have
internal storage will be converted to SAN-attached during the migration.
The migration will be a multi-phased approach that takes approximately
240 days from contract sign to implement. The number of phases and exact
timing for each server migration will be determined during the Initial
Knowledge Transfer phase as additional information is provided detailing
server/application dependencies and data transfer requirements. The
preliminary plan is to:




	 	•	 	Migrate key infrastructure related applications such as
Exchange and DNS first
	 
	 	•	 	Establish lab-based application testing area for application
and data segregation
	 
	 	•	 	Migrate lab-tested applications and servers next
	 
	 	•	 	Migrate non-critical path servers and applications next
	 
	 	•	 	Migrational method is discretional based upon unique nature of
application






Methodology








4.3.6 Output Processing




To quickly and seamlessly migrate Symetra to an efficient and easy to
use outsource print and mail service capable of handling the complexities of
your



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business requirements, the following 10 step project development and workflow
process will be followed:




1. Define Channels of Communication




By ensuring we know the protocol for development and approval process we can
better streamline the project process and set a solid foundation for a smooth
engagement.




2. Define and Approve Project Plan




Build realistic timelines for deliverables and approvals to ensure timely
completion of implementation, testing and go-live functions.




3. Forms Design and Coding




Given the requirements, design the document(s) to accomplish the stated
goals. Special considerations may include bar codes, optical marks and so on.




4. Print Output and Fulfillment Development




Identify the specific criteria for each document output. Establish and
prioritize criteria for each document flow and fulfillment. Test in
production environment, provide samples for approval and document all process
and procedure.




5. Develop and Document Delivery Timelines and Delivery Protocol.




Establish delivery and turnaround time requirements.




6. Establish Protocol and Requirements for Reporting:




Establish requirements for client notification of project completion.




7. Inventory management.




Coordinate the monitoring and replenishing of consumables to ensure
continuous and timely production.




8. Production Auditing and Performance Reviews.




Improvement comes from continually monitoring and reviewing process and
procedure.




9. Evaluation and coordination of process enhancements



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Once possible improvements are identified they have to be weighed and
understood how they will affect the rest of the process.




10. Change Management Process: Establish and maintain procedure.








4.4 Transition Approach for Testing




ACS employs a comprehensive proven testing methodology aimed at ensuring that the
transition process is accurate and that the new systems and network environments will
function properly. The methodology is based on the key elements covered in the following
subsections.








4.4.1 Testing Integration and Refinement




ACS utilizes a building-block approach to testing. System components, network
components, application components, and interfaces are all tested both individually
and then in an integrated fashion. Once the cloned systems are installed at ACS,
the technical support staffs will perform basic systems testing to ensure that the
systems are up and functional. As network circuits and equipment are installed,
the network staff performs standalone testing with providers. At the point these
two areas are ready, three network tests are conducted in order to test
connectivity to the systems. In addition, application unit testing commences using
a small subset of the network. These tests are followed by two integrated
application/network tests. The Dry Run test that follows is a simulation of the
final Hot Cut and involves thorough integrated testing.




The integrated test plan is also known as an “acceptance test”. The acceptance
test is executed at both integrated tests, at the Dry Run, and again at the Hot
Cut. It is rehearsed and refined so that by the Hot Cut, its execution becomes
second nature.




Throughout the transition period, migration processes are repeated, integrated, and
refined. The purpose of this approach is to build a level of proficiency and
confidence in the transition team so that by the time the Hot Cut occurs, execution
of the process is timely and accurate.








4.4.2 Mirrored Systems and Functional Testing




As indicated previously, ACS will install a “mirrored” hardware configuration
on the floor at the NWSC. Disk storage will then be copied and restored “as is” on
a volume-per-volume basis. Although the volumes will be restored to a new hardware
configuration, the new systems and their applications environments will logically
be identical to the original systems. Changes will be limited to
configuration-related items such as hardware configuration, network connectivity,
software authorization codes.



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In light of this methodology, ACS recommends that the Symetra acceptance test plan
be based on a “functional interface testing” approach. This means that Symetra
test scripts focus on testing the interfaces of components of the systems and
network, particularly those that have changed. Selecting small functional subsets
of key applications that exercise targeted systems and network components is an
excellent way to do this.




It is necessary to test the following areas:




	 	•	 	Network connectivity – Test inter-platform and intra-platform
connectivity; inter-site and intra-site connectivity; connectivity with
workstations, network printers, gateways, and other unique devices;
transmissions (FTP, EDI, file transfer), dial-up, Internet access,
connectivity with business partners, access to value-added networks. It is
essential that all connectivity and interfaces be tested.
	 
	 	•	 	Application development and support environment – Test access to and
function of operating software, utilities, development tools,
test-to-production promotion procedures, and QA environments
	 
	 	•	 	Applications – Test access to and function of representative sequences of
transactions, batch jobs, and cross-platform application interfaces.






ACS will work with Symetra to identify key interfaces, system components, and
application components that are highly critical candidates for testing.








4.4.3 Test Plans




Symetra will be responsible for developing and executing its acceptance test
plans in accordance with the transition methodology defined by ACS and approved by
Symetra. The following defines the two types of test plans that are applicable.




The Application Unit Test is conducted over a window of approximately two to three
weeks. This type of testing can be done mid-week via TCP/IP access to the cloned
system(s) at ACS. The test plan should contain scripts that Symetra personnel can
execute in order to ensure proper function of system and application components as
well as interfaces to other test systems.




The Acceptance Test Plan is executed four times: at the two Integrated Applications
/ Network Tests, at the Dry Run, and at the Hot Cut. This plan is comprised of a
subset of the functional test scripts. These scripts define “quick hit” tests that
can be performed in a short period to verify that the systems have been
successfully built and the network has been successfully pointed to ACS. At the
Hot Cut, the Acceptance Test Plan execution is the final check to ensure that the
environment is healthy prior to a “Go / No-Go” decision. It is essential that this
test plan be executed more than once to insure that test scripts are functioning as
expected prior to beginning production processing at the ACS data center.



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4.4.4 Testing Limitations




When testing on the new systems at ACS, there are some limitations that must
be considered. Some of these limitations are as follows:




	 	•	 	Minimal scratch tapes are available at ACS
	 
	 	•	 	No production input tapes are available at ACS
	 
	 	•	 	No archived datasets can be recalled from tape
	 
	 	•	 	Disk data is aged to the prior copy date
	 
	 	•	 	Passwords are aged to the prior copy date






In some cases, special arrangements can be made to overcome certain limitations,
such as shipping a copy of a specific production tape dataset to ACS. ACS will
work with Symetra to support testing needs as required.








4.4.5 Acceptance Criteria




Based on Symetra knowledge of its systems and applications, it is anticipated
that the Symetra Team will develop test scripts for business-critical functions
along with acceptance criteria (expected results) for these tests. ACS will
provide input to Symetra on critical technical functions that are candidates for
acceptance testing.




Final acceptance is based on successful test of each critical function. If a test
fails, due to issues with performance, integrity, or functionality, ACS will work
with Symetra to resolve the problem. It is essential that each critical function
be successfully tested prior to the “Go / No-Go” decision. During the development
of the Symetra Acceptance Test Plan, it is expected that Symetra will identify
which potential functional failures are “showstoppers” and communicate these to
ACS.








4.4.6 Testing Events




This subsection identifies the various testing events that occur during the
transition period.




4.4.6.1 ACS Systems Testing




Once the mirrored systems at ACS have been started and customized,
the technical support and operations staffs will test them. This testing
ensures that all system components are starting properly and functioning
to proper technical specifications. ACS Technical Support and Operations
personnel will be responsible for developing and executing the test
plans.



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4.4.6.2 1st Network Test




The purpose of this test is to initially verify connectivity to the
new systems at ACS and to begin testing network cutover process. This
type of test usually includes base connectivity checks such as bringing
lines and devices active, establishing sessions between peers, “pinging”
devices, logging onto a system, and executing simple data transmissions.




At the 1st Network Test, a key subset of interfaces is tested
in order to ensure that all primary and redundant paths through the
network are working properly. Most activities involve testing access
from Symetra-only sites.




ACS will develop the master test script and manage the test. The
estimated test window is approximately eight hours. Some network devices
will be impacted for the time that they are pointed to the ACS systems
for testing.




4.4.6.3 2nd Network Test




Additional interfaces are tested for connectivity to the new systems
at ACS. Any items that failed during the 1st Network Test are
re-tested. Depth and complexity may be added to tests. Testing of the
network cutover process is continued. Some initial testing with business
partners and non-Symetra sites is introduced.




ACS will develop the master test script and manage the test.
Participation from Symetra application/business groups may be required
for testing with third parties. It is estimated that the test window
will be approximately eight hours. Some network devices will be impacted
for the time that they are pointed to the systems at ACS for testing.




4.4.6.4 3rd Network Test




Remaining interfaces are tested for connectivity. Any items that
failed during the 2nd Network Test are re-tested. More
in-depth functional testing may be introduced (application
transaction/transmission sequences). The process to cut over the network
is further refined. Testing with business partners continues.




ACS will develop the master test script and manage the test.
Participation from Symetra application/business groups may be required
for testing with third parties. Again, it is estimated that the test
window will be approximately eight hours. Some network devices will be
impacted for the time that they are pointed to the systems at ACS for
testing.



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4.4.6.5 Application Unit Testing




ACS recommends that the Symetra acceptance test plan be based on a
“functional interface testing” approach for systems/ application testing.
This type of testing focuses on system components that have changed and
focuses on small subsets of key applications. Unit testing is done to
ensure proper function of system and application components such as
hardware devices, systems software, key application transactions and
jobs, printing, interfaces to other systems, and key parts of the
application development environment. This testing will occur during the
workweek.




A maximum of a three week window will be established during which
Customer systems/applications personnel can log on to the new systems in
ACS in order to execute their test scripts. ACS will establish
coordination procedures for handling test set-ups and problem tracking.
Symetra personnel are responsible for developing and executing test
scripts. There will be no disruption of production processing.




4.4.6.6 1st Integrated Application / Network Test




This activity integrates application testing along with network
testing. Its primary purposes are to test network connectivity, to test
the network cutover process, and to rehearse the acceptance test that
will be used again at the Dry Run and Hot Cut. As mentioned previously,
the acceptance test is one that can be performed in a short period to
verify that the systems have been successfully built and that the network
has been successfully pointed ACS prior to a “Go” decision.




ACS will develop the overall execution plan. Symetra is responsible for
developing and executing the Symetra acceptance test plan. This event
will require participation from ACS technical, operations, and network
groups; Symetra technical, operations, network, and applications groups;
and possibly a select group of business users.




It is estimated that the test window will be approximately eight hours.
During this time, network components will be pointed to ACS and be
unavailable for production.




4.4.6.7 2nd Integrated Application / Network Test




This activity is similar to the 1st Integrated Test. Its
primary purposes are to rehearse the acceptance test that will be used
again at the Dry Run and Hot Cut, re-test any items that failed during
the 1st Integrated Test, and add new test items that were
excluded at the 1st Integrated Test.




ACS will develop the overall execution plan. Symetra is responsible for
developing and executing the Symetra acceptance test plan. This event
will require participation from ACS technical, operations, and network



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groups; Symetra technical, operations, network, and applications groups;
and possibly a select group of business users.




It is estimated that the test window will be approximately eight hours.
During this time, network components will be pointed to ACS and be
unavailable for production.




4.4.6.8 Dry Run




The Dry Run is a rehearsal of the Hot Cut. The objective is to
simulate, as closely as possible, the final cutover with the given
exception that physical moves do not occur (tape library, etc.). The
general plan is as follows:




	 	•	 	Quiesce systems at Symetra
	 
	 	•	 	For tape copy:
	 
	 	 	 	Perform disk-to-tape copies at Symetra
	 
	 	 	 	Transport copy tapes to ACS
	 
	 	 	 	Perform tape-to-disk restores at ACS
	 
	 	•	 	Cut network over to ACS
	 
	 	•	 	Transport tape library to ACS
	 
	 	•	 	Perform system customization at ACS
	 
	 	•	 	Perform Customer Application Acceptance Test
	 
	 	•	 	Make “go” decision
	 
	 	•	 	Start production processing at ACS
	 
	 	•	 	Transport off-site tapes to ACS vault






ACS will develop the overall execution plan. Symetra is responsible
for developing and executing the Symetra acceptance test plan. This
event will require participation from ACS technical, operations, and
network groups; Symetra technical, operations, network, and applications
groups; and possibly a select group of business users.




When using a tape copy approach, production system outages at will be
limited to TBD hours plus tape transport time plus the amount of test
time defined by Symetra.




During this time, network components will be pointed to ACS and be
unavailable for production.



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5 Transition Program Key Milestones and Project Plan (Schedule)








5.1 Key Transition Milestones





	 	 	 	The key Transition Milestones, dates to be determined at a later date, are:
	 
	 	1.	 	Transition Plan Completed and Delivered
	 
	 	2.	 	Data Center Development Environment (Sandbox) Completed and Available
	 
	 	3.	 	Phase I Network Completed and Available (NWSC-Redmond)
	 
	 	4.	 	Data Center Production Infrastructure Completed and Available (Mainframe and Critical
Server Support Ready)
	 
	 	5.	 	Phase II Network Completed and Available (Remotes-NWSC)
	 
	 	6.	 	Voice Production Infrastructure Completed and Available (Bellevue)
	 
	 	7.	 	Help Desk Cutover (Includes Double-dipping with Safeco Help Desk)
	 
	 	8.	 	All Applications Operating on ACS Infrastructure
	 
	 	9.	 	Content Management Service Ready for Production
	 
	 	10.	 	Output Services Ready for Production
	 
	 	11.	 	Distributed Computing Services Ready for Support (CompuCom Ready for Dispatch)
	 
	 	12.	 	Final Cutover from Safeco RDC to NWSC
	 
	 	13.	 	Disaster Recovery Plan Completed and Delivered










5.2 Program Project Plan (Schedule)




Version XX of the Symetra transition program project plan supports this plan and the
achievement of the key transition milestones. As required by the agreement, the Symetra
transition program project plan (schedule) will be revised by ACS and submitted to Symetra
for review, comment, and approval during detailed transition planning activities early in
the transition.




Following are the milestone dates review, comment, and approval.




	 	•	 	Review: Detailed Transition Plan approval plus 30 calendar days





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	 	•	 	Comments:— Within 7 calendar days of review
	 
	 	•	 	Approval: Within 14 calendar days of comments





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     6 Detailed Transition Plan Approvals








6.1 Approvals Required



	 	 	 	 	 	 	 
	Name	 	Signature	 	Approval	 	Date
	Jim Ryan

	 	 	 	o   Approved	 	 
	Symetra

	 	 	 	o   Disapproved	 	 
	Transition Executive
	 	 	 	 	 	 
	 
	 	 	 	 	 	 
	Debbie Dawes

	 	 	 	o   Approved	 	 
	Symetra

	 	 	 	o   Disapproved	 	 
	Transition Manager
	 	 	 	 	 	 
	 
	 	 	 	 	 	 
	Erik Johnson

	 	 	 	o   Approved	 	 
	ACS

	 	 	 	o   Disapproved	 	 
	SBU Manager
	 	 	 	 	 	 
	 
	 	 	 	 	 	 
	Joe Gentry

	 	 	 	o   Approved	 	 
	ACS

	 	 	 	o   Disapproved	 	 
	Transition Manager
	 	 	 	 	 	 










     6.2 Comments



	 	 	 
	Name	 	Approval/Disapproval Comments
	Jim Ryan
	 	 
	Symetra
	 	 
	Transition Executive
	 	 
	 
	 	 
	Debbie Dawes
	 	 
	Symetra
	 	 
	Transition Manager
	 	 
	 
	 	 
	Erik Johnson
	 	 
	ACS
	 	 
	SBU Manager
	 	 
	 
	 	 
	Joe Gentry
	 	 
	ACS
	 	 
	Transition Manager
	 	 






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ATTACHMENT
D

FORM OF IN-SCOPE SERVICE REQUEST







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ATTACHMENT E




ACS KEY PERSONNEL



Each of the following individuals constitutes Key Personnel under the terms of the Agreement:




	 	 	 
	Position	 	Name
	ACS Project Executive

	 	Erik S. Johnson
	ACS Service Delivery Manager (All Service Towers)

	 	Fran Nesbitt







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ATTACHMENT F




PROVIDER’S TECHNOLOGY REFRESH REQUIREMENTS



The Parties shall meet upon Symetra’s reasonable request to discuss Symetra’s refresh requirements.



Symetra will be responsible for hardware necessary to provide the Services purchased throughout the
Term of the Agreement.



ACS’ refresh recommendations are as follows:





	 	•	 	Server refresh — Cycle of one hundred percent (100%) of candidate servers between
thirty-six (36) and forty-eight (48) months post-Handover Date, with subsequent server
refreshes every thirty-six (36) to forty-eight (48) months thereafter. This strategy
would ensure that no server extends beyond a forty-eight (48)-month refresh window.
	 
	 	•	 	Mainframe and peripherals thirty-six (36) month refresh cycle, only for systems or
equipment requiring refresh at that time, or for equipment approaching manufacturer EOL
at that time.
	 
	 	•	 	Router and data communications equipment — Refresh no less than every forty-eight
(48) months, or as required to provide Services and meet the SLRs.
	 
	 	•	 	Telecommunications equipment (e.g., telephone switch and handsets) — Refresh only as
required to support new feature sets or discontinued equipment, estimated between sixty
(60) and seventy-two (72) months.






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ATTACHMENT G




SHARED RESOURCES



Software:





	 	•	 	iStar proprietary web portal, and associated proprietary tools and systems owned and
operated by ACS, including but not limited to SRP, iDrive, and CrystalReports.
	 
	 	•	 	Category 5 Software which is content management software, including but not limited to
MCP and ACS Capture.
	 
	 	•	 	Monitoring systems software, including but not limited to HP Openview, Micromuse
NetCool, IBM Tivoli, and Concord eHealth.




Hardware:





	 	•	 	Facilities support, including but not limited to HVAC, electrical power distribution and
backup, fire suppression, and equipment racks.
	 
	 	•	 	Network infrastructure, including but not limited to core network switches and routers,
cable plant, and monitoring tools.
	 
	 	•	 	Storage area network (“SAN”), including but not limited to SAN switches, drive arrays,
cable plant, and monitoring tools. Symetra data will be segregated on dedicated physical
volumes.
	 
	 	•	 	Print and mail hardware including but not limited to inserters, sorters, high speed
printers and velo binders.
	 
	 	•	 	Image capture hardware including but not limited to scanners, sorters and bar code
readers.






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ATTACHMENT H




ASSIGNED CONTRACTS



None as of the Effective Date.





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ATTACHMENT I




MANAGED CONTRACTS



None as of the Effective Date; provided, however, that ACS acknowledges and agrees that all
maintenance contracts for telephony services for the remote offices identified in Attachment B
shall, at Symetra’s option, become Managed Contracts.





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ATTACHMENT J




INVOICE FORMAT





	 	 	General Invoice -




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	Invoice Number 00000000

	 	Customer No: SYM001
	DATE: Month Day, Year

	 	Invoice Account Number SYM001
	 

	 	Customer A/R Number
	 
	 	 
	INVOICE TO:

	 	PLEASE REMIT TO:
	 
	 	 
	Symetra Life Insurance Company

	 	ACS Commercial Solutions, Inc.
	Attn: [Name]

	 	Attn: Accounts Receivable
	5069 154th Place, N.E.

	 	P.O. Box 200790
	Redmond, WA 98052-9669

	 	Dallas, TX 75320-0790
	 
	 	 
	U.S.

	 	U.S.






	 	 	 	 	 
	             DESCRIPTION	 	AMOUNT
	Resource Utilization Charges
	 	 	0.00	 
	Third Party Charges
	 	 	0.00	 
	Recurring Charges
	 	 	0.00	 
	 
	 	 	 	 
	SUB-TOTAL
	 	$	0.00	 
	 
	 	 	 	 
	TAX
	 	$	0.00	 
	 
	 	 	 	 
	TOTAL AMOUNT DUE
	 	$	0.00	 






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Final Billing Summary Report —  




Final Billing Summary Report




			
	Billing Period : Month 2004
	 	Page : 1
	Posting Date : 00/00/2004	 	 
	 	 	 





	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Customer Number : SYM001

	 	Customer Name : Symetra
	 	 	 	CPU Type:	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	CPU Factor: 1.00 relative to	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 

	 	Resource Name
	 	Number Of Units Unit Type
	 	 	 	Bill Rate
	 	Tier Amount
	 	Bill
Amount

	Utilization Charges :
	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Recurring Charges :
	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Invoice Account Tax
	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Invoice Account Total

	 	Account SYM001 Amt of Invoice
	 	 	 	 	 	 	 	 	 	 	0.00






ARC Invoice —  




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	Invoice Number 00000000

	 	Customer No: SYM001
	DATE: Month, Day, Year

	 	Invoice Account Number SYM002
	 

	 	Customer A/R Number
	 
	 	 
	INVOICE TO:

	 	PLEASE REMIT TO:
	 
	 	 
	Symetra Life Insurance Company

	 	Affiliated Computer Services, Inc.
	Attn: [Name]

	 	Attn: Accounts Receivable
	5069 154th Place, N.E.

	 	P.O. Box 200790
	Redmond, WA 98052-9669

	 	Dallas, TX 75320-0790
	 
	 	 
	U.S.

	 	U.S.






	 	 	 	 	 
	             DESCRIPTION	 	AMOUNT
	Resource Utilization Charges
	 	 	0.00	 
	Third Party Charges
	 	 	0.00	 
	Recurring Charges
	 	 	0.00	 
	Customer Credits
	 	 	0.00	 
	 
	 	 	 	 
	SUB-TOTAL
	 	$	0.00	 
	 
	 	 	 	 
	TAX
	 	$	0.00	 
	 
	 	 	 	 
	TOTAL AMOUNT DUE
	 	$	0.00	 






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ARC/RRC Final Billing Summary Report —  




Final Billing Summary Report




			
	Billing Period : Month 2004
	 	Page : 1
	Posting Date : 00/00/2004	 	 






	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Customer Number : SYM001

	 	Customer Name : Symetra
	 	 	 	 	 	CPU Type:	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	CPU Factor: 1.00 relative to	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 

	 	Resource Name
	 	Number Of Units Unit Type
	 	 	 	Bill Rate
	 	Tier Amount
	 	Bill
Amount

	Credits:
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 

	 	RRC/
	 	0.000000	 	 	 	 	0.000000	 	 	 	 	 	0.00
	 

	 	Baseline 0/Difference 0.00 @ $0.00	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Third Party Charges :
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Invoice Account Tax

	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	0.00
	Invoice Account Total

	 	Account SYM002 Amt of Invoice
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	0.00






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ARC/RRC Billing Description Report-




Billing Description Report




			
	Billing Period : Month 2004
	 	Page : 1
	Posting Date : 00/00/2004	 	 






	 	 	 	 	 	 	 	 	 	 	 	 	 
	Customer Number : SYM001

	 	Customer Name : Symetra
	 	 	 	CPU Type:	 	 	 	 	 	 
	Invoice Account: SYM002	 	 	 	 	 	CPU Factor: 1.00 relative to	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	 

	 	Resource Name
	 	Number Of Units  Unit Type
	 	 	 	Bill Rate
	 	Tier Amount
	 	Bill Amount
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Credits:
	 	 	 	 	 	 	 	 	 	 	 	 
	RRC/

	 	Baseline /Difference	 	 	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 	 	 
	Third Party Charges :
	 	 	 	 	 	 	 	 	 	 	 	 
	 

	 	Baseline /Actual	 	 	 	 	 	 	 	 	 	 







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ATTACHMENT K




HIPAA TERMS



The Agreement contemplates that: (1) ACS will perform certain services for the benefit of Symetra
and/or certain of its Affiliates; and (2) in connection therewith, ACS may have access to certain
Protected Health Information “PHI”) collected, maintained, transmitted or otherwise used by Symetra
and/or one (1) or more Symetra Affiliates (whether in their capacity as a Covered Entity or as a
Business Associate of another Covered Entity) (collectively referred to herein as “Symetra PHI”).




1. HIPAA Privacy Regulations.



(a) General. ACS acknowledges that it is a Business Associate or sub-Business Associate of Symetra
for purposes of HIPAA’s Standards for Privacy of Individually Identifiable Health Information (as
the same may have been and/or may be amended from time-to-time, the “Privacy Regulations”). ACS
shall comply with the provisions set forth in Addendum 1 to this Attachment K with respect to
Symetra PHI.



(b) Uses and Disclosures of Protected Health Information. ACS shall Use and Disclose Symetra PHI
only as minimally necessary to perform its obligations under the Agreement and/or as otherwise
authorized by Symetra in writing.




(c) Failure to Comply with HIPAA Obligations.




     (i) Mitigation Obligation. If ACS has violated any of its obligations under this Section 1,
at its sole cost and expense, ACS immediately shall take commercially reasonably steps to mitigate
the harmful effects of such violation, if any.



     (ii) Opportunity to Cure; Termination. If ACS notifies Symetra, or Symetra otherwise has
reason to believe, that ACS has violated a material term of any of the requirements set forth in
this Section 1, and a cure of such violation is possible, not later than five (5) calendar days
following Symetra’s request, the Parties shall meet (in person or by telephone, as requested by
Symetra) to discuss Symetra’s concerns. Following such meeting, ACS shall advise Symetra whether
it agrees or disagrees with Symetra’s concerns. If ACS agrees with Symetra’s concerns, not later
than five (5) calendar days after such meeting, ACS shall propose to Symetra a plan for addressing
Symetra’s concerns (the “Corrective Plan”) and, if necessary, the Parties thereafter shall engage
in good faith discussions in an effort to reach agreement on the terms of the Corrective Plan. If
ACS materially fails to implement the terms of the mutually agreed Corrective Plan, then, in
addition to any other rights and remedies that may be available to Symetra, upon written notice to
ACS, Symetra shall have the right to terminate the Agreement and any or all country-specific
agreements either in their entirety or as they relate to Symetra only. If ACS disagrees with
Symetra’s concerns, then the Parties will engage in good faith discussions at successively higher
levels of management until the Problem has been resolved. Notwithstanding the foregoing, if the
Parties are unable to reach agreement on the terms of the Corrective Plan or otherwise



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are unable to reach agreement with respect to Symetra’s concerns
within sixty (60) calendar days following Symetra’s initial request for a meeting as described
above, and Symetra has determined that ACS has violated a material term of any of its HIPAA-related
obligations hereunder, then, upon written notice to ACS, Symetra shall have the right to terminate,
the Agreement and any or all country-specific agreements either in their entirety or as they relate
to Symetra only.



     (iii) No Opportunity to Cure; Termination. If ACS notifies Symetra, or Symetra otherwise has
reason to believe, that ACS has violated a material term of any of the requirements set forth in
this Section 1 and a cure of such violation is not possible, Symetra shall have the right upon
written notice to ACS to terminate the Agreement and any or all country-specific agreements either
in their entirety or as they relate to Symetra only.



     (iv) Effect of Termination. Any termination the Agreement and/or any country-specific
agreements as provided herein shall be without liability or further obligation on the part of
Symetra to ACS, except for those provisions that would, by their nature, survive any termination of
the Agreement and/or any country-specific agreement.


(d) State Law Requirements. Any Use or Disclosure of Symetra PHI by ACS shall be made in
accordance with More Stringent state laws and regulations and as ACS may be specifically instructed
by Symetra; provided, however, that ACS shall continue to be bound by and comply with the terms and
conditions of this Attachment K to the extent such terms and conditions do not conflict with the
applicable laws and regulations of such states.



(e) Audit Rights. Upon Symetra’s request, but no more often than once annually except: (a) as
necessary for Symetra to respond to any regulatory requirement or inquiry; or (b) as deemed
reasonably necessary by Symetra as a result of Symetra’s good faith belief that ACS has breached
any of its obligations under this Attachment K, and not later than ten (10) calendar days following
Symetra’s request (unless the terms of subsection (a) apply, in which case such time period shall
be five (5) calendar days following Symetra’s request), ACS shall make available to Symetra its
internal practices, books and records relating to the Use and Disclosure of Protected Health
Information received from, or created or received by ACS on behalf of, Symetra in order to permit
Symetra to confirm and/or investigate ACS’ compliance with its HIPAA-related obligations (including
any obligations under applicable state laws and regulations) hereunder. ACS shall cooperate with
Symetra in all reasonable respects in connection with such audits.



(f) ACS’ Employees, Agents, Representatives and Subcontractors. ACS represents and warrants that
ACS’ employees, agents and subcontractors who will or may potentially have access to Symetra PHI
will have been provided with general HIPAA-related training and education as well as specific
knowledge of ACS’ HIPAA-related responsibilities and contractual requirements to Symetra (including
applicable state laws and regulations to the extent that ACS has received written instructions from
Symetra concerning More Stringent state laws and regulations), in each case prior to being allowed
to have access to Symetra PHI. At Symetra’s request, ACS will provide Symetra with all information
reasonably requested by Symetra regarding the training provided to those ACS employees, agents and
subcontractors who will or potentially may have access to Symetra PHI. ACS further represents and
warrants to Symetra
that it will impose appropriate sanctions on any employee and will take appropriate action under
its contract with


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any agent and/or Subcontractor of ACS if such Person violates any of ACS’
HIPAA-related obligations under this Attachment K, and agrees, at Symetra’s request if the
violation is egregious or recurring in nature, to prevent any such employee, agent and/or
Subcontractor from having any further access to Symetra PHI.



(g) Aggregate Data. Without the express prior written consent of Symetra, ACS shall not have the
right to engage in Data Aggregation activities with respect to Symetra’s data, whether or not such
data constitutes Symetra PHI.



(h) Defined Terms. Capitalized terms used in the opening paragraph, in this Section 1, in Addendum
1 and/or Addendum 2 but not defined herein shall have the meanings ascribed to them in the
Agreement and/or in the Privacy Regulations, as applicable. If a capitalized term is defined in
both the Agreement and in the Privacy Regulations, the definition in the Privacy Regulations shall
apply.



(i) Interpretation. Any ambiguity in any term or condition of the Agreement, including this
Attachment (including Addenda 1 and 2), or any inconsistency between any term or condition of the
Agreement and this Attachment (including Addenda 1 and 2), shall be resolved in favor of a meaning
that permits Symetra to comply with the Privacy Regulations.




2. HIPAA Electronic Transactions Standards.



(a) General. If ACS agrees to conduct on behalf of Symetra all or part of any Transaction covered
under HIPAA’s Standards for Electronic Transactions (as the same may have been and/or may be
amended from time-to-time, the “Electronic Transactions Regulations”), then ACS shall conduct, and
cause its employees, agents and subcontractors to conduct, such Transactions as standard
transactions under the Electronic Transactions Standards.



(b) Defined Terms. Capitalized terms used in this Section 2 but not defined herein shall have the
meanings ascribed to them in the Agreement and/or the Electronic Transactions Regulations, as
applicable. If a capitalized term is defined in both the Agreement and in the Electronic
Transactions Regulations, the definition in the Electronic Transactions Regulations shall apply.



3. HIPAA Security Regulations. Beginning on April 20, 2005, Symetra and ACS will be required to
comply with HIPAA’s security standards, which were issued in their final form on February 20, 2003
(as the same may have been and/or may be amended from time to time, the “Security Regulations”).
In connection therewith, as of that compliance date ACS shall: (a) have implemented safeguards
that reasonably and appropriately protect the confidentiality, integrity and availability of the
electronic PHI that it creates, receives, maintains or transmits on behalf of Symetra; (b) ensure
that any agent, including a subcontractor, to whom ACS provides this information agrees to
implement reasonable and appropriate safeguards; (c) report to Symetra any security incident of
which it becomes aware; and (d) make ACS’ policies and procedures, and documentation required by
the Security Regulations relating to such safeguards, available to the Secretary for purposes of
determining Symetra’s compliance with the Security
Regulations. Without limiting any other rights and remedies that may then be available to Symetra,
Symetra shall have the right to terminate the Agreement and any or all country-specific


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agreements, either in their entirety or as they relate to Symetra only, immediately and without penalty upon
written notice by Symetra to ACS if Symetra determines that ACS has violated a material term of
this Section.



4. Changes or Modifications to HIPAA and/or HIPAA Regulations. If, following the Effective Date,
HIPAA and/or any of the HIPAA regulations are modified and/or additional regulations are issued
pursuant to HIPAA (each, a “Modification”) and, as a result, Symetra determines that modifications
to the terms of the Agreement are required in order for Symetra to comply with such Modification(s)
(including by way of example and not of limitation, if additional provisions are required to be
included in agreements between Covered Entities and Business Associates), promptly following
Symetra’s request, the Parties shall engage in good faith negotiations regarding any modifications
to the terms of this Agreement that may be necessary or appropriate. If the Parties are unable to
agree on any such modifications to the terms of the Agreement following such good faith
negotiations, which negotiations shall not exceed sixty (60) calendar days from the date of
Symetra’s request for negotiations unless otherwise agreed to by the Parties, then following
expiration of such sixty (60) calendar day period, Symetra shall have the right, at its option, to
terminate the Agreement and any country-specific agreements as of a date specified in a notice of
termination to ACS, which date shall be any date on or before the applicable compliance date
relating to such Modification. Such termination shall be without liability or further obligation
on the part of Symetra to ACS, except for those provisions that would, by their nature, survive any
termination of the Agreement.



5. Indemnity for Third Party Claims. ACS shall indemnify, defend and hold Symetra and its
Affiliates, as well as their respective members, directors, officers, shareholders, employees,
agents, attorneys, successors and assigns, harmless from and against any and all Third-Party
claims, damages, liabilities, judgments, fines, assessments and/or other losses or expenses
(including reasonable attorneys’ fees) arising out of or relating to any failure by ACS to comply
with its HIPAA-related obligations (including any similar obligations under applicable state laws
and regulations to the extent that ACS has received written instructions from Symetra concerning
More Stringent state laws and regulations) under this Attachment.



6. Notices. Any notices required or permitted to be delivered to Symetra under this Attachment
shall be delivered to the Persons identified in Section 19.6 of the Agreement and to Symetra’s
Privacy Officer at the following addresses via facsimile or via overnight mail delivery:



Symetra Life Insurance Company

5069 154th Place NE

Redmond, WA 98052-9669

Attn: Privacy Officer

Fax: (425) 376-6080




7. Injunctive Relief. ACS agrees that the remedies at law for any breach by it of the terms of
this Attachment shall be inadequate and that monetary damages resulting from such breach are not
readily measured. Accordingly, in the event of a breach or threatened breach by ACS of the
terms of this Attachment, Symetra shall be entitled to immediate injunctive relief. Nothing herein
shall prohibit Symetra from pursuing any other remedies that may be available to it for



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such breach, and the rights provided under this Attachment and the section(s) of the Agreement related
to injunctive relief, if any, shall be cumulative.



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ADDENDUM 1




BUSINESS ASSOCIATE REQUIREMENTS UNDER PRIVACY REGULATIONS



1. ACS shall not Use or further Disclose Symetra PHI except as permitted or required by the
Agreement, including this Attachment, or as Required by Law.



2. ACS shall use appropriate safeguards to prevent Use or Disclosure of Symetra PHI other than as
provided for in the Agreement, including this Attachment.



3. ACS shall report to Symetra any Use or Disclosure of Symetra PHI not permitted under the terms
of the Agreement, including this Attachment, of which it becomes aware.



4. ACS shall ensure that any agents, including subcontractors, to whom ACS provides Symetra PHI
received from, or created or received by ACS on behalf of Symetra, agree to the same restrictions
and conditions that apply to ACS with respect to such Symetra PHI by causing such agents, including
subcontractors, to execute a subcontract agreement with ACS that includes as an attachment
substantially the same terms as the terms set forth in the attached Addendum 2.



5. If ACS maintains Symetra PHI in a Designated Record Set, at the request of Symetra, and in the
time and manner designated by Symetra, ACS shall make available or provide access to such data in a
Designated Record Set to Symetra (or to Individuals, if so directed by Symetra) in order to permit
Symetra to satisfy the requirements of Section 164.524 of the Privacy Regulations.



6. If ACS maintains Symetra PHI in a Designated Record Set, at the request of Symetra, and in the
time and manner designated by Symetra, ACS shall make any amendments to such data in a Designated
Record Set that Symetra directs or agrees to pursuant to Section 164.526 of the Privacy
Regulations.



7. ACS shall document any Disclosure of Symetra PHI as to which Symetra has an accounting
obligation under Section 164.528 of the Privacy Regulations and information related to such
Disclosure as required for Symetra to respond to a request by an Individual for an accounting of
Disclosures of Protected Health Information in accordance with Section 164.528 of the Privacy
Regulations.



8. At the request of Symetra, and in the time and manner designated by Symetra, ACS shall make
available and provide to Symetra (or to an Individual, if so directed by Symetra) the information
collected in accordance with Section 7 above to permit Symetra to respond to a request by an
Individual for an accounting of Disclosures of Protected Health Information in accordance with
Section 164.528 of the Privacy Regulations.



9. ACS shall make available its internal practices, books and records relating to the Use and
Disclosure of Symetra PHI received from, or created or received by ACS on behalf of Symetra,
available to Symetra, or at the request of Symetra, to the Secretary, in a time and manner


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designated by Symetra or the Secretary, for purposes of the Secretary determining Symetra’s
compliance with the Privacy Regulations.



10. Upon termination or expiration of the Agreement, if feasible, ACS shall return or destroy all
Symetra PHI received from, or created or received by ACS on behalf of Symetra, that ACS still
maintains in any form and retain no copies of such Symetra PHI. If such return or destruction of
Symetra PHI is not feasible, the terms and conditions of the Agreement and this Addendum that are
applicable to Symetra PHI shall survive termination or expiration of the Agreement for as long as
ACS retains Symetra PHI, and ACS shall comply with such terms and conditions and shall limit its
further Uses and Disclosures of such Symetra PHI to those purposes that make the return or
destruction of Symetra PHI infeasible. ACS shall include a similar provision regarding return or
destruction of Symetra PHI upon termination of its contracts with any subcontractor or agent.





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ADDENDUM 2




HIPAA REQUIREMENTS FOR ACS SUBCONTRACT AGREEMENTS




1. HIPAA Privacy Regulations.




     (a) General. Subcontractor acknowledges that it is an indirect Business Associate of Symetra
and/or one of its affiliates (collectively for purposes of this Attachment, “Symetra”) for purposes
of the HIPAA Standards for Privacy of Individually Identifiable Health Information (as the same may
have been and/or may be amended from time-to-time, the “Privacy Regulations”). Subcontractor shall
comply with the provisions set forth in Appendix 1 to this Addendum with respect to the Protected
Health Information collected, maintained, transmitted or otherwise used by Symetra (collectively
referred to herein as “Symetra PHI”).



     (b) Uses and Disclosures of Protected Health Information. Subcontractor shall Use and
Disclose Symetra PHI only as minimally necessary to perform its obligations under its agreement
with ACS (the “Subcontract Agreement”) and/or as otherwise authorized in writing by ACS or Symetra.



     (c) Failure to Comply With HIPAA Obligations.




     (i) Mitigation Obligation. If Subcontractor has violated any of its obligations under
this Section 1, at its sole cost and expense, Subcontractor immediately shall take
commercially reasonable steps to mitigate the harmful effects of such violation, if any.




     (ii) Opportunity to Cure; Termination. If Subcontractor notifies ACS and/or Symetra,
or ACS and/or Symetra otherwise have reason to believe, that Subcontractor has violated a
material term of any of the requirements set forth in this Section 1, and a cure of such
violation is possible, not later than five (5) calendar days following ACS’ and/or Symetra’s
request, Subcontractor, ACS and Symetra shall meet (in person or by telephone, as requested
by Symetra) to discuss ACS’ and/or Symetra’s concerns. Following such meeting,
Subcontractor shall advise ACS and Symetra whether it agrees or disagrees with ACS’ and/or
Symetra’s concerns. If Subcontractor agrees with such concerns, not later than five (5)
calendar days after such meeting, Subcontractor shall propose to ACS and Symetra a plan for
addressing those concerns (the “Corrective Plan”) and, if necessary, Subcontractor, ACS and
Symetra thereafter shall engage in good faith discussions in an effort to reach agreement on
the terms of the Corrective Plan. If Subcontractor materially fails to implement the terms
of the mutually agreed Corrective Plan, then, in addition to any other rights and remedies
that may be available to ACS and Symetra, ACS and/or Symetra shall have the right to
terminate the Subcontract Agreement. If Subcontractor disagrees with ACS’ and/or Symetra’s
concerns, then Subcontractor, ACS and Symetra shall follow the dispute resolution procedures
set forth in the Subcontract Agreement, if any, or if dispute resolution procedures are not
specified therein, then Subcontractor, ACS and Symetra shall engage in negotiations at
successively higher levels of management until the dispute has been resolved.
Notwithstanding the foregoing or any contrary provisions or terms in the Subcontract
Agreement, if Subcontractor, ACS and



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Symetra are unable to reach agreement on the terms
of the Corrective Plan or otherwise are unable to reach agreement with respect to ACS’
and/or Symetra’s concerns within ninety (90) calendar days following the initial request for
a meeting as described above, then, upon written notice to Subcontractor, ACS and/or Symetra
shall have the right to terminate the Subcontract Agreement if ACS and/or Symetra have
determined that Subcontractor has violated a material term of any of its HIPAA-related
obligations hereunder.




     (iii) No Opportunity to Cure; Termination. If Subcontractor notifies ACS and/or
Symetra, or ACS and/or Symetra otherwise have reason to believe, that Subcontractor has
violated a material term of any of the requirements set forth in this Section 1, and a cure
of such violation is not possible, ACS and/or Symetra shall have the right to terminate the
Subcontract Agreement upon written notice to Subcontractor.




     (iv) Effect of Termination. Any termination of the Subcontract Agreement shall be
without liability or further obligation on the part of ACS or Symetra to Subcontractor,
except for those provisions that survive any termination of the Subcontract Agreement.



     (d) State Law Requirements. Any Use or Disclosure of Symetra PHI by Subcontractor shall be
made in accordance with More Stringent state laws and regulations and as ACS may be specifically
instructed by Symetra; provided, however, that Subcontractor shall continue to be bound by and
comply with the terms and conditions of this Addendum 2 to the extent such terms and conditions do
not conflict with the applicable laws and regulations of such states.



     (e) Audit Rights. Not later than five (5) calendar days following ACS’ or Symetra’s request,
Subcontractor shall make available to ACS and Symetra its internal practices, books and records
relating to the Use and Disclosure of Symetra PHI received from, or created or received by
Subcontractor on behalf of Symetra (directly or indirectly), in order to permit ACS and Symetra to
confirm and/or investigate Subcontractor’s compliance with its HIPAA-related obligations (including
any obligations under applicable state laws and regulations) hereunder. Subcontractor shall
cooperate with ACS and Symetra in all reasonable respects in connection with such audits.



     (f) Subcontractor’s Employees, Agents, Representatives and Subcontractors. Subcontractor
represents and warrants to ACS and Symetra that Subcontractor’s employees, agents and
subcontractors who will or potentially may have access to Symetra PHI shall have been provided with
general HIPAA-related training and education as well as specific knowledge of Subcontractor’s
HIPAA-related responsibilities and contractual requirements to ACS and Symetra (including
applicable state laws and regulations to the extent that ACS has received written instructions from
Symetra concerning More Stringent state laws and regulations), in each case prior to being allowed
to have access to Symetra PHI. At ACS’ or Symetra’s request, Subcontractor shall provide ACS and
Symetra with all information reasonably requested by ACS or Symetra regarding the training provided
to those Subcontractor employees, agents and
subcontractors who will or may potentially have access to Symetra PHI. Subcontractor further
represents and warrants to ACS and Symetra that it will impose appropriate sanctions on any 


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employee, and will take appropriate action under its contract with any agent and/or subcontractor
of Subcontractor if such Person violates any of Subcontractor’s HIPAA-related obligations
hereunder, and agrees, at ACS’ or Symetra’s request if the violation is egregious or recurring in
nature, to prevent any such employee, agent and/or subcontractor from having any further access to
Symetra PHI.



     (g) Aggregate Data. Without the express prior written consent of ACS and Symetra,
Subcontractor shall not have the right to engage in any type of data aggregation activities with
respect to Symetra’s data, whether or not such data constitutes Symetra PHI.



     (h) Defined Terms. Capitalized terms used in this Section 1 and in Appendix 1 but not defined
herein shall have the meanings ascribed to them in the Privacy Regulations.



     (i) Interpretation. Any ambiguity or inconsistency in any term or condition of the
Subcontract Agreement (including this Addendum and Appendix 1) shall be resolved in favor of a
meaning that permits Symetra to comply with the Privacy Regulations.



2. HIPAA Electronic Transactions Standards.




     (a) General. If Subcontractor agrees to conduct on behalf of ACS and/or Symetra all or part
of any Transaction covered under HIPAA’s Standards for Electronic Transactions (as the same may
have been and/or may be amended from time-to-time, the “Electronic Transactions Regulations”), then
Subcontractor shall conduct, and cause its employees, agents and subcontractors to conduct, such
Transactions as standard transactions under the Electronic Transactions Standards.



     (b) Defined Terms. Capitalized terms used in this Section 2 but not defined herein shall have
the meanings ascribed to them in the Electronic Transactions Regulations.



     3. HIPAA Security Regulations. Beginning on April 20, 2005, Symetra and ACS will be required
to comply with HIPAA’s security standards, which were issued in their final form on February 20,
2003 (as the same may have been and/or may be amended from time to time, the “Security
Regulations”). In connection therewith, as of that compliance date Subcontractor shall: (a) have
implemented safeguards that reasonably and appropriately protect the confidentiality, integrity and
availability of the electronic Symetra PHI that it creates, receives, maintains or transmits on
behalf of Symetra; (b) ensure that any agent, including a subcontractor, to whom Subcontractor
provides this information agrees to implement reasonable and appropriate safeguards; (c) report to
Symetra any security incident of which it becomes aware; and (d) make Subcontractor’s policies and
procedures, and documentation required by the Security Regulations relating to such safeguards,
available to the Secretary for purposes of determining Symetra’s compliance with the Security
Regulations. Without limiting any other rights and remedies that may then be available to Symetra
or ACS, Symetra or ACS shall have the right to terminate the Subcontract Agreement immediately and
without penalty upon written notice by Symetra or ACS to Subcontractor if either Symetra or ACS determines that
Subcontractor has violated a material term of this Section.



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     4. Changes or Modifications to HIPAA and/or HIPAA Regulations. If, following the date of the
Subcontract Agreement, HIPAA and/or any of the HIPAA regulations are modified and/or additional
regulations are issued pursuant to HIPAA (each, a “Modification”) and, as a result, Symetra or ACS
determines that modifications to the terms of the Subcontract Agreement are required in order for
Symetra or ACS to comply with such Modification(s) (including by way of example and not of
limitation, if additional provisions are required to be included in agreements between Covered
Entities and Business Associates), promptly following ACS’ or Symetra’s request, Subcontractor, ACS
and Symetra shall engage in good faith negotiations regarding any modifications to the terms of the
Subcontract Agreement that may be necessary or appropriate. If Subcontractor, ACS and Symetra are
unable to agree on any such modifications to the terms of the Subcontract Agreement following such
good faith negotiations, which negotiations shall not exceed sixty (60) calendar days from the date
of ACS’ or Symetra’s request for negotiations unless otherwise agreed to by the Parties, then
following expiration of such sixty (60) calendar day period, ACS and/or Symetra shall have the
right to terminate the Subcontract Agreement as of a date specified in a notice of termination to
Subcontractor, which date shall be any date on or before the applicable compliance date relating to
such Modification. Such termination shall be without liability or further obligation on the part
of ACS or Symetra to Subcontractor, except for those provisions that survive any termination of the
Subcontract Agreement.



     5. Third-Party Beneficiary. Symetra is acknowledged to be a direct and intended third-party
beneficiary of the terms of the Subcontract Agreement.



     6. Indemnity for Third Party Claims. Subcontractor shall indemnify, defend and hold harmless
ACS, Symetra and their respective Affiliates, and all of their members, directors, officers,
shareholders, employees, agents, attorneys, successors and assigns, from and against any and all
Third-Party claims, damages, liabilities, judgments, fines, assessments and/or other losses or
expenses (including reasonable attorneys’ fees) arising out of or relating to any failure by
Subcontractor to comply with its HIPAA-related obligations (including any similar obligations under
applicable state laws and regulations to the extent that Subcontractor has received written
instructions from Symetra and/or ACS concerning More Stringent state laws and regulations)
hereunder.



     7. Notices. Any notices required or permitted to be delivered to ACS and/or Symetra hereunder
shall be delivered to ACS and Symetra at the following addresses via facsimile or via overnight
mail delivery:


If to ACS:



Affiliated Commercial Solutions, Inc.

2828 N. Haskell Avenue, Bldg. 1

Dallas, Texas 75204

Attn: Chief Privacy Officer

Telecopier No.: (214) 584-5525

If to Symetra:




- 41 -









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Symetra Life Insurance Company

5069 154th Place NE

Redmond, WA 98052-9669Attn: Privacy Officer

Fax: (425) 376-6080




     8. Injunctive Relief. Subcontractor agrees that the remedies at law for any breach by it of
the terms hereof shall be inadequate and that monetary damages resulting from such breach are not
readily measured. Accordingly, in the event of a breach or threatened breach by Subcontractor of
the terms hereof, ACS and/or Symetra shall be entitled to immediate injunctive relief. Nothing
herein shall prohibit ACS and/or Symetra from pursuing any other remedies that may be available to
them individually or jointly for such breach, and the rights provided hereunder and in any
section(s) of the Subcontract Agreement related to injunctive relief, if any, shall be cumulative.



     9. No Assignment or Subcontracting. Notwithstanding anything contained herein to the
contrary, Subcontractor shall not assign, subcontract or delegate any of its obligations under the
Subcontract Agreement without the prior written consent of ACS and Symetra.




- 42 -









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APPENDIX 1 TO ADDENDUM 2




BUSINESS ASSOCIATE REQUIREMENTS UNDER PRIVACY REGULATIONS




     1. Subcontractor shall not Use or further Disclose Symetra PHI except as permitted or required
by the Subcontract Agreement or as Required by Law.



     2. Subcontractor shall use appropriate safeguards to prevent Use or Disclosure of Symetra PHI
other than as provided for in the Subcontract Agreement.



     3. Subcontractor shall report to ACS and Symetra any Use or Disclosure of Symetra PHI not
permitted under the terms of the Subcontract Agreement of which it becomes aware.



     4. Subcontractor shall ensure that any agents, including subcontractors, to whom Subcontractor
provides Symetra PHI received from, or created or received by Subcontractor on behalf of Symetra,
agree to the same restrictions and conditions that apply to Subcontractor with respect to such
Symetra PHI.



     5. If Subcontractor maintains Symetra PHI in a Designated Record Set, at the request of ACS or
Symetra, and in the time and manner designated by ACS or Symetra, Subcontractor shall make
available or provide access to Symetra PHI in a Designated Record Set to ACS or Symetra (or to
Individuals, if so directed by ACS or Symetra) in order to permit Symetra to satisfy the
requirement of and in accordance with Section 164.524 of the Privacy Regulations.



     6. If Subcontractor maintains Symetra PHI in a Designated Record Set, at the request of ACS or
Symetra, and in the time and manner designated by ACS or Symetra, Subcontractor shall make
available Symetra PHI for amendment and incorporate any amendments to Symetra PHI in a Designated
Record Set that Symetra directs or agrees to, pursuant to and in accordance with Section 164.526 of
the Privacy Regulations.



     7. Subcontractor shall document any Disclosure of Symetra PHI as to which Symetra has an
accounting obligation under Section 164.528 if the Privacy Regulations and information related to
such Disclosure as required for Symetra to respond to a request by an Individual for an accounting
of Disclosures of Symetra PHI in accordance with Section 164.528 of the Privacy Regulations.



     8. At the request of ACS or Symetra, and in the time and manner designated by ACS or Symetra,
Subcontractor shall make available and provide to ACS or Symetra (or to an Individual, if so
directed by ACS or Symetra) the information collected in accordance with Section 7 above, and as
required to provide an accounting of Disclosures in accordance with Section 164.528 of the Privacy
Regulations.



     9. Subcontractor shall make available its internal practices, books and records relating to
the Use and Disclosure of Symetra PHI received from, or created or received by



- 43 -









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Subcontractor on behalf of, Symetra (directly or indirectly) available to ACS or Symetra, or at the request of
Symetra, to the Secretary, in the time and manner designated by ACS, Symetra or the Secretary, for
purposes of the Secretary determining Symetra’s compliance with the Privacy Regulations.



     10. Upon termination or expiration of the Subcontract Agreement, if feasible, Subcontractor
shall return or destroy all Symetra PHI received from, or created or received by Subcontractor on
behalf of, Symetra (directly or indirectly) that Subcontractor still maintains in any form and
retain no copies of such Symetra PHI. If such return or destruction of Symetra PHI is not
feasible, the terms of the Subcontract Agreement that are applicable to Symetra PHI shall survive
the termination or expiration of the Subcontract Agreement for as long as Subcontractor retains
Symetra PHI, and Subcontractor shall comply with such terms and conditions and shall limit its
further Uses and Disclosures of such Symetra PHI to those purposes that make the return or
destruction of Symetra PHI infeasible. Subcontractor shall include a similar provision regarding
return or destruction of Symetra PHI upon termination of its contract with any subcontractor or
agent.




- 44 -










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ATTACHMENT L




SOFTWARE SCHEDULE




	 	 	 	 	 	 	 
	Supplier Name	 	Product Name	 	Category
	BMC

	 	Catalog Manager for DB2 * ( CA R/C Compare )
	 	 	1	 
	BMC

	 	Change Manager for DB2 * ( CA R/C Migrator )
	 	 	1	 
	BMC

	 	Control-D
	 	 	1	 
	BMC

	 	Control-D\WebAccess ( Per Site )
	 	 	1	 
	BMC

	 	DASD Manager for DB2 *( CA Data Analyser )
	 	 	1	 
	BMC

	 	DASD MANAGER PLUS for DB2 * ( CA Data Analyser )
	 	 	1	 
	BMC

	 	DATABASE INTEGRITY PLUS *
	 	 	1	 
	BMC

	 	FAST REORG FACIILITY for IMS * ( MAX Reorg / online for IMS )
	 	 	1	 
	BMC

	 	IMAGE COPY PLUS for IMS *
	 	 	1	 
	BMC

	 	LOADPLUS for DB2 * ( CA Fast Load )
	 	 	1	 
	BMC

	 	LOADPLUS for IMS * ( MAX Reorg / online for IMS )
	 	 	1	 
	BMC

	 	POINT CHECKER PLUS for IMS *
	 	 	1	 
	BMC

	 	SECONDARY INDEX UTIL for IMS * ( MAX Reorg / online for IMS )
	 	 	1	 
	BMC

	 	SNAPSHOT UPGRADE FEATURE * ( MAX Reorg / online for IMS )
	 	 	1	 
	BMC

	 	ULTRAOPT/IMS *
	 	 	1	 
	BMC

	 	UNLOAD PLUS for DB2 * ( CA Fast unload )
	 	 	1	 
	BMC

	 	UNLOAD PLUS for IMS * ( MAX Reorg /online

for IMS )
	 	 	1	 
	CA

	 	ACF2
	 	 	1	 
	CA

	 	ACF2/DB2 Option
	 	 	1	 
	CA

	 	CA-1 [Tape Management] *
	 	 	1	 
	CA

	 	Detector(DB2) *
	 	 	1	 
	CA

	 	Endevor/MVS **
	 	 	1	 
	CA

	 	Netspy
	 	 	1	 
	CA

	 	Plan Analyzer for DB2 *
	 	 	1	 
	CA

	 	UNICENTER CA-7 JOB MANAGEMENT
	 	 	1	 
	CA

	 	Unicenter CA-OPS/MVS Event Management and
Automation for JES2
	 	 	1	 
	CA

	 	UNICENTER DATABASE ANALYZER FOR DB2 FOR Z/OS
	 	 	1	 
	CA

	 	UNICENTER FAST LOAD FOR DB2 FOR Z/OS
	 	 	1	 
	CA

	 	UNICENTER FAST UNLOAD FOR DB2 FOR Z/OS
	 	 	1	 






-45-









Table of Contents






	 	 	 	 	 	 	 
	Supplier Name	 	Product Name	 	Category
	CA

	 	UNICENTER RC/COMPARE FOR DB2 FOR Z/OS
	 	 	1	 
	CA

	 	UNICENTER RC/MIGRATOR FOR DB2 FOR Z/OS
	 	 	1	 
	CA

	 	UNICENTER RC/QUERY FOR DB2 FOR Z/OS
	 	 	1	 
	CA

	 	UNICENTER RC/UPDATE FOR DB2 FOR Z/OS
	 	 	1	 
	CA

	 	View [Sysout Archive Retrieval] *
	 	 	1	 
	CA

	 	Vision: Interface for DB2
	 	 	1	 
	CA

	 	Vision: Results [DYL280, DYL260]
	 	 	1	 
	Candle CL

	 	Supersession (VTAMPLUS)
	 	 	1	 
	Compuware

	 	File-Aid for MVS*
	 	 	1	 
	Compuware

	 	File-Aid for IMS IMS *
	 	 	1	 
	Compuware

	 	XPEDITER CICS, XPEDITER/IMS *XPEDITER/TSO
	 	 	1	 
	IBM

	 	BMS Mapset [DFSMS/MVS]
	 	 	1	 
	IBM

	 	CICS/TS
	 	 	1	 
	IBM

	 	DB2
	 	 	1	 
	IBM

	 	Enterprise COBOL for z/OS
	 	 	1	 
	IBM

	 	High Level Assembler/MVS
	 	 	1	 
	IBM

	 	IMS & DB2 Utility Tools S&S
	 	 	1	 
	IBM

	 	IMS/ESA *
	 	 	1	 
	IBM

	 	IMS/ESA BTS *
	 	 	1	 
	IBM

	 	ISPF/PDF [included in z/OS]
	 	 	1	 
	IBM

	 	JES2 [included in z/OS]
	 	 	1	 
	IBM

	 	QMF
	 	 	1	 
	IBM

	 	SDF II/MVS
	 	 	1	 
	IBM

	 	TCP/IP (HIP6140)
	 	 	1	 
	IBM

	 	TSO/E [included in z/OS]
	 	 	1	 
	IBM

	 	VS FORTRAN
	 	 	1	 
	IBM

	 	VTAM (HVT6140)
	 	 	1	 
	IBM

	 	Websphere Business Intergration Message Broker with
Rules and forematting Extentions
	 	 	1	 
	IBM

	 	WebSphere MQ
	 	 	1	 
	IBM

	 	z/OS
	 	 	1	 
	ISOGON

	 	Softaudit
	 	 	1	 
	Opentech

	 	DASD Backup Stacker (DBS)
	 	 	1	 
	Opentech

	 	TapeCopy/VDR (Licensed together)
	 	 	1	 






-46-









Table of Contents






	 	 	 	 	 	 	 
	Supplier Name	 	Product Name	 	Category
	Sterling

	 	Connect:Direct OS/390 with 2 concurrent sessions
(SNA and TCP/IP Protocols)
	 	 	1	 
	Allen Systems Group

	 	ASG-TMON for CICS/ESA *
	 	 	2	 
	Allen Systems Group

	 	ASG-TMON for DB2 * ( CA insite for DB2 )
	 	 	2	 
	Allen Systems Group

	 	JCLPREP *
	 	 	2	 
	BI Moyle

	 	BIM-RECOV (CICS VSAM) *
	 	 	2	 
	Chicago-Soft

	 	MVS/QuickRef
	 	 	2	 
	Cybermation

	 	ESP Agent for Windows *
	 	 	2	 
	Cybermation

	 	ESP Workload Manager *
	 	 	2	 
	DTS

	 	The Space Recovery System ( SRS )
	 	 	2	 
	Freeware

	 	PDS ( supercedes Serena’s Star Tool )
	 	 	2	 
	Innovation

	 	ABR/FDR * [Application Backup function of
FDR (or equivalent product) needed to support
Archive/Restore of Control-D reports]
	 	 	2	 
	LRS Software

	 	VPS *
	 	 	2	 
	LRS Software

	 	VPS / TCPIP
	 	 	2	 
	Macro 4

	 	Dumpmaster MVS
	 	 	2	 
	Macro 4

	 	Insync MVS
	 	 	2	 
	Oblix

	 	Oblix
	 	 	2	 
	Merrill

	 	MXG
	 	 	2	 
	Pitney-Bowes

	 	Finalist [Zip Code]
	 	 	2	 
	Princeton Softech

	 	DB2 Relational Tools
	 	 	2	 
	Princeton Softech

	 	Version Merger
	 	 	2	 
	SPC Systems

	 	Level 2 Report Writer for OS/390
	 	 	2	 
	2

	 	SYNCSORT for z/OS
	 	 	2	 
	Tone Software

	 	DYNA-STEP
	 	 	2	 
	Tone Software

	 	Flasher (OS/390 Spool Display) *
	 	 	2	 
	Unitech

	 	ACR/Detail
	 	 	2	 
	Unitech

	 	ACR/Summary
	 	 	2	 
	Utility Software

	 	USCCopy [aka COPYMACS]
	 	 	2	 
	SAS

	 	BASE
	 	 	2	 
	DST Systems

	 	TA2000
	 	 	4	 
	DST Systems

	 	TRAC2000
	 	 	4	 
	SunGard Systems International

	 	ABC
	 	 	4	 
	Bloomberg, L.P.

	 	Bloomberg Professional
	 	 	4	 
	 

	 	Bond Edge
	 	 	4	 
	 

	 	CAPS — Corporate Automated Payment System
	 	 	4	 






-47-









Table of Contents






	 	 	 	 	 	 	 
	Supplier Name	 	Product Name	 	Category
	SunGard Systems International

	 	CDS
	 	 	4	 
	Computer Sciences Corp (CSC)

	 	CK4/CyberLife
	 	 	4	 
	CheckFree

	 	Disc-IRS
	 	 	4	 
	Computer Sciences Corp (CSC)

	 	DSS
	 	 	4	 
	Computer Sciences Corp (CSC)

	 	JETS
	 	 	4	 
	Computer Sciences Corp (CSC)

	 	Plan Advisor
	 	 	4	 
	Computer Sciences Corp (CSC)

	 	RPS
	 	 	4	 
	Computer Sciences Corp (CSC)

	 	V1
	 	 	4	 
	Stonebranch

	 	Application systems Scheduling
	 	 	1	 
	Altris

	 	Wise Package Suite
	 	 	2	 
	Best Software

	 	Blackberry Enterprise Server
	 	 	2	 
	Best Software

	 	BlackBerry Enterprise Server (to support 500 users)
	 	 	2	 
	CA

	 	Argis (Database software)
	 	 	2	 
	Captaris

	 	Windows 2000 RightFax
	 	 	2	 
	Citrix

	 	50 user pack Citrix Metaframe xPE Presentation (350 users)
	 	 	2	 
	Citrix

	 	Citrix MF Xpe 1.0-10 User Conn. Pack w/Sub Adv
	 	 	2	 
	Citrix

	 	Citrix MF XPe 1.0-20 User Conn. Pack w/Sub Adv
	 	 	2	 
	Citrix

	 	Citrix MF XPe 1.0-Starter Sys. w/20 User w/Sub Adv
	 	 	2	 
	COMM-PRESS Inc.

	 	COMM-PRESS (File compression tool)
	 	 	2	 
	DBArtisan

	 	DBArtisan
	 	 	2	 
	Famatech

	 	Famatech Remote Administrator
	 	 	2	 
	IBM

	 	DB2 Connect
	 	 	2	 
	IBM

	 	MQ Integrator
	 	 	2	 
	IBM

	 	MQSeries
	 	 	2	 
	InfoExpress

	 	CyberArmor
	 	 	2	 
	InfoExpress

	 	CyberGatekeeper Server
	 	 	2	 
	Legato

	 	Legato DiskBackup Option Tier 2
	 	 	2	 
	Legato

	 	Legato DiskXtender Data Manager
	 	 	2	 
	Legato

	 	Legato DiskXtender RAID/NAS 1TB Capacity
	 	 	2	 
	Legato

	 	Legato Gold Care Premier support agreement
	 	 	2	 
	Legato

	 	Legato Networker Client Connection
	 	 	2	 
	Legato

	 	Legato NetWorker Module for MS
Exchange Server Tier 2
	 	 	2	 
	Legato

	 	Legato NetWorker Module for SQL Tier 2
	 	 	2	 
	Legato

	 	Legato NetWorker Power Ed Dedicated Storage Node
	 	 	2	 






-48-









Table of Contents






	 	 	 	 	 	 	 
	Supplier Name	 	Product Name	 	Category
	Legato

	 	Legato NetWorker Power Edition Storage Node for Windows
	 	 	2	 
	Legato

	 	Legato NetWorker Server Power Edition for Windows
	 	 	2	 
	Legato

	 	Legato NetWorker Sharepoint Portal Server Win2000 Client Tier 2
	 	 	2	 
	Legato

	 	Legato Silo Software Module unlimited
	 	 	2	 
	Melillo

	 	eMail Retention Server software
	 	 	2	 
	Mercator

	 	Ascential (FTP)
	 	 	2	 
	Microsoft

	 	Exchange 2003 Enterprise
	 	 	2	 
	Microsoft

	 	Exchange 2003 Standard
	 	 	2	 
	Microsoft

	 	Sharepoint Server
	 	 	2	 
	Microsoft

	 	SMS 2003 Client Access Licenses
	 	 	2	 
	Microsoft

	 	SMS 2003 Enterprise Server
	 	 	2	 
	Microsoft

	 	SMS Enterprise Server Disk Kit
	 	 	2	 
	Microsoft

	 	SQL Server Database Enterprise Edition
	 	 	2	 
	Microsoft

	 	SQL Server Database Standard
	 	 	2	 
	Microsoft

	 	Terminal server (Included with Citrix)
	 	 	2	 
	Microsoft

	 	Windows 2003 Enterprise Edition
	 	 	2	 
	Microsoft

	 	Windows 2003 Standard Edition
	 	 	2	 
	Microsoft

	 	Sharepoint Portal server
	 	 	2	 
	Microsoft

	 	Systems Management server ENT
	 	 	2	 
	Net IQ

	 	NetIQ AppManager Agent — BES Module
	 	 	2	 
	Net IQ

	 	NetIQ AppManager Agent — Exchange Module
	 	 	2	 
	Net IQ

	 	NetIQ AppManager Agent — Mail Mashal
	 	 	2	 
	Net IQ

	 	NETIQ APPMANAGER V5.0.1 CITRIX METAFRAME XP NT/2K (LIC)(EU,NR)
	 	 	2	 
	Net IQ

	 	NETIQ APPMANAGER V5.0.1 MS ACTIVE DIRECTORY NT/2K (LIC)(EU,NR)
	 	 	2	 
	Net IQ

	 	NETIQ APPMANAGER V5.0.1 MS INTERNET INFO SVR (LIC)(EU,NR)
	 	 	2	 
	Net IQ

	 	NETIQ APPMANAGER V5.0.1 MS SQL SVR NT/2K (LIC)(EU,MR,EU)
	 	 	2	 
	Net IQ

	 	NETIQ APPMANAGER V5.0.1 MS WIN 2000 BASE AGT ADV SVR W2K (LIC)(EU,NR)
	 	 	2	 
	Net IQ

	 	NETIQ APPMANAGER V5.0.1 MS WINDOWS NT/2000 SVR NT/2K (LIC)(MR,EU,NR)
	 	 	2	 
	Net IQ

	 	NETIQ APPMANAGER V5.0.1 OPERATOR CONSOLE (LIC)(EU,NR)
	 	 	2	 
	Net IQ

	 	NETIQ APPMANAGER V5.0.1 WEB ACCESS CONSOLE NT/2K (LIC)(EU,MR,EU)
	 	 	2	 
	Net IQ

	 	NetIQ Mail Mashal
	 	 	2	 
	Net IQ

	 	Webtrends
	 	 	2	 






-49-









Table of Contents






	 	 	 	 	 	 	 
	Supplier Name	 	Product Name	 	Category
	Network Associates

	 	McAfee Active Virus Defense Perpetual
	 	 	2	 
	Nortel

	 	Contivity (VPN) — (Replaced with Cisco VPN solution)
	 	 	2	 
	Northern

	 	Northern Storage Suite 2003
	 	 	2	 
	PGP

	 	Encryption Software
	 	 	2	 
	Proginet

	 	SecurPass
	 	 	2	 
	Quest

	 	Fastlane Active Roles (Policy manager)
	 	 	2	 
	RIM

	 	RIM T-Support for Blackberry
	 	 	2	 
	RSA

	 	SecureID
	 	 	2	 
	Secure Computing

	 	SmartFilter (Replacement for WebSense)
	 	 	2	 
	St Bernard

	 	St. Bernard Update Expert 100 node pack
	 	 	2	 
	Symantec

	 	Antivirus
	 	 	2	 
	Symantec

	 	Symantec Deploy Center
	 	 	2	 
	Winzip

	 	Winzip
	 	 	2	 
	ActivePDF

	 	Toolkit (Application Tool — Retained)
	 	 	4	 
	Actuate

	 	Actuate (Application — Retained)
	 	 	4	 
	AmDocs

	 	Clarify (Application — Retained)
	 	 	4	 
	Avaya, Inc

	 	CentreVu. ( To be supplied by Symetra )
	 	 	4	 
	Best Software

	 	FAS Asset Accounting (Application — Retained)
	 	 	4	 
	Borland

	 	Turbo Pascal ( To be supplied by Symetra )
	 	 	4	 
	Brainshark

	 	Brainshark (online presentations) ( To be supplied by Symetra )
	 	 	4	 
	BusinessObjects

	 	Crystal Reports (Application — Retained)
	 	 	4	 
	CA

	 	CleverPath Eureka Reporter (Application - Retained)
	 	 	4	 
	CA

	 	CleverPath Portal (Application — Retained)
	 	 	4	 
	Captiva

	 	Input Accel (Application — Retained)
	 	 	4	 
	CheckFree

	 	APECS (Application — Retained)
	 	 	4	 
	CheckFree

	 	RECON-Plus (Application — Retained)
	 	 	4	 
	DST Systems

	 	Vision ( To be supplied by Symetra )
	 	 	4	 
	DST Systems

	 	FAN Mail (Financial Advisor Network) ( To be supplied by Symetra )
	 	 	4	 
	Edify

	 	Data Integration (Application — Retained))
	 	 	4	 
	Edify

	 	Telephony (Application — Retained)
	 	 	4	 
	Edify

	 	Web (Application — Retained)
	 	 	4	 
	eiStream

	 	Viewstar (Application-Retained solution)
	 	 	4	 
	FileNet

	 	P8
	 	 	4	 
	FiServ Insurance Solutions

	 	Freedom 2000 Annual Statements (Application-Retained)
	 	 	4	 
	Fugent

	 	Virtual Meeting ( To be supplied by Symetra )
	 	 	4	 
	Hyperion

	 	Analyzer (Application — Retained)
	 	 	4	 






-50-









Table of Contents






	 	 	 	 	 	 	 
	Supplier Name	 	Product Name	 	Category
	Hyperion

	 	Essbase (Application - Retained)
	 	 	4	 
	Imagenet
( Application supplied by In-house
	 	Imagenet Document Services ( To be supplied by Symetra )
	 	 	4	 
		 	CMA - Cash Management
(Application - Retained)
	 	 	4	 
	Medical Information Bureau

	 	MIB-Link/Plus ( To be supplied by Symetra )
	 	 	4	 
	Mercury Interactive

	 	Test Director (Application Tool - Retained)
	 	 	4	 
	Mercury Interactive

	 	Test Director 7.2 ( To be supplied by Symetra )
	 	 	4	 
	Mercury Interactive

	 	Winrunner ( To be supplied by Symetra )
	 	 	4	 
	Microsoft

	 	Access (Application - Retained)
	 	 	4	 
	Microsoft

	 	MSDN Subscription (Application Tool - Retained)
	 	 	4	 
	Microsoft

	 	Visual SourceSafe (Application Tool - Retained)
	 	 	4	 
	Microsoft

	 	Visual Studio 6 (Application Tool - Retained)
	 	 	4	 
	Microsoft

	 	Visual Studio.NET 2003 (Application Tool - Retained)
	 	 	4	 
	NFS SIS

	 	Streetscape ( To be supplied by Symetra )
	 	 	4	 
	Onyx

	 	Onyx Employee Portal - (Application - Retained)
	 	 	4	 
	Output Technology Solutions SRI
Group, Inc.

	 	Output Technologies ( To be supplied by

Symetra )
	 	 	4	 
	Paymentech

	 	eCommerce Solutions - (Application - Retained)
	 	 	4	 
	Paymentech, L.P.

	 	Select Merchant Payment Card Processing (To be

supplied by Symetra )
	 	 	4	 
	Remedy

	 	Remedy (Modeled in Help Desk)
	 	 	4	 
	SourceForge

	 	Source Offsite (Application Tool - Retained)
	 	 	4	 
	SunGard

	 	EAS (Application - Retained)
	 	 	4	 
	Thomson

	 	NetG ( To be supplied by Symetra )
	 	 	4	 
	Transunion, LLC

	 	TU Desktop ( To be supplied by Symetra )
	 	 	4	 
	Univeral Conversion Tools, Inc.
	 	(CSC) Conversion Case Tool ( To be supplied by Symetra )
	 	 	4	 
	ACS

	 	i-Star Portal
	 	 	5	 
	CA

	 	Unicenter (Replaced with NetIQ and NetCool)
	 	 	N/A	 
	Checkpoint

	 	Firewall (Replaced with PIX Firewall)
	 	 	N/A	 
	CYBERMATION

	 	ESP Agent for Windows (Replaced by Stonebranch)
	 	 	N/A	 
	F5

	 	BigIP (Replaced by Cisco CSS)
	 	 	N/A	 
	Microsoft

	 	IIS (Included with MS OS)
	 	 	N/A	 
	Symmetricom

	 	NTP (Not Required, ACS will use Microsoft NTP)
	 	 	N/A	 
	WebSense

	 	WebSense (Replaced with Secure Computing SmartFilter)
	 	 	N/A	 
	Barton & Bolton Associates

	 	UVT (Unit Value Trade System)
	 	 	4	 






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	Supplier Name	 	Product Name	 	Category
	Broker Dealer Solutions

	 	BONUS
	 	 	4	 
	Chalke Inc.

	 	PTS
	 	 	4	 
	Cognos, Inc.

	 	Impromptu
	 	 	4	 
	Cognos, Inc.

	 	ReportNet
	 	 	4	 
	Concur Technologies, Inc.

	 	Concur Expense Reimbursement
	 	 	4	 
	Economic Analysis Group, Ltd.

	 	CaseTrack
	 	 	4	 
	GEAC Computer Corp

	 	AllTax
	 	 	4	 
	Institutional Shareholder Services 
	 	ISS Proxy Master
	 	 	4	 
	Insurance Technolgies

	 	ForeSight
	 	 	4	 
	Interactive Data Corp

	 	FT Interactive
	 	 	4	 
	Lab1, Inc.

	 	Lab1 Net
	 	 	4	 
	Medical Information Bureau

	 	Knowledge Now
	 	 	4	 
	Milliman USA

	 	ALFA
	 	 	4	 
	New River

	 	New River
	 	 	4	 
	NFS

	 	NFS
	 	 	4	 
	NiiS/APEX

	 	APEX
	 	 	4	 
	nomoreforms, inc.

	 	nomoreforms
	 	 	4	 
	NSCC

	 	Fund/Serve
	 	 	4	 
	NSCC

	 	IPS
	 	 	4	 
	Polysystems, Inc.

	 	Master (Annuity, UL, Life)
	 	 	4	 
	QuoteMedia, Inc.

	 	QuoteMedia Market Info
	 	 	4	 
	Sharebuilder Corp

	 	Sharebuilder (formerly Netstock)
	 	 	4	 
	Thomson TFP

	 	ACH Participant Directory File
	 	 	4	 
	Thomson TFP

	 	US Electronic Payments File
	 	 	4	 
	Tritech Software

	 	Premium Pro
	 	 	4	 
	 

	 	Annuity Master
	 	 	4	 
	 

	 	APECS — CheckFree
	 	 	4	 
	 

	 	APL
	 	 	4	 
	 

	 	BPWin
	 	 	4	 
	 

	 	Camtasia
	 	 	4	 
	 

	 	Centerpiece
	 	 	4	 
	 

	 	Cumulus (Canto)
	 	 	4	 
	 

	 	FAS Asset Accounting
	 	 	4	 
	 

	 	FLOW4
	 	 	4	 
	 

	 	Freedom 2000
	 	 	4	 
	 

	 	HotDocs
	 	 	4	 
	 

	 	InputAccel
	 	 	4	 
	 

	 	InsMark
	 	 	4	 
	 

	 	Marketing Auto Balancing
	 	 	4	 
	 

	 	Mercator (EDI project)
	 	 	4	 






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	Supplier Name	 	Product Name	 	Category
	 

	 	Monarch
	 	 	4	 
	 

	 	Protobase
	 	 	4	 
	 

	 	QuarkXPress
	 	 	4	 
	 

	 	ROSTER — DST GUI
	 	 	4	 
	 

	 	Trilogy
	 	 	4	 
	 

	 	UL Master
	 	 	4	 






	 	 	 	 	 	 	 
	 	 	 	 	Responsibility
	Supplier Name	 	Product Name	 	Category
	Content Management Software and Tools:
	 	 	 	 
	Deleted
	 	 	 	 	 	 
	Deleted
	 	 	 	 	 	 
	Deleted
	 	 	 	 	 	 
	MCP

	 	Workflow tracking
	 	 	5	 
	OCR

	 	Quality/Quantity improvements
	 	 	1	 
	Deleted
	 	 	 	 	 	 
	ACS Capture

	 	Image enhancement
	 	 	5	 
	Output processing software and tools
	 	 	 	 
	Xerox

	 	DocuPrintTM Series 180
	 	 	1	 
	Pitney Bowes

	 	APS DM-SeriesTM
	 	 	1	 
	Pitney Bowes

	 	StreamWeaver®
	 	 	1	 
	Group 1

	 	DOC1®
	 	 	1	 






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ATTACHMENT M




OFFSHORE SERVICES




	 	 	 	 	 	 	 	 	 
	 	 	Off-Shore	 	Off-Shore	 	 	 	 
	 	 	Year 1	 	Year 2-5	 	Location	 	Description of Services Provided by
	        Function	 	(Est.)	 	(Est.)	 	Off-shore	 	Job Function
	Mainframe Systems
Engineering
	 	 	 	 	 	 	 	 
	DB2
	 	1.00	 	1.00	 	Bangalore	 	DB2 DBMS and table maintenance and tuning.
	CICS
	 	0.00	 	0.50	 	Bangalore	 	CICS system maintenance and tuning.
	z/OS
	 	0.25	 	0.75	 	Bangalore	 	Systems programming and maintenance activities,
	 
	 	 	 	 	 	 	 	performance analysis, problem
resolution, system configurations, and service in off-hours situations.
	Middleware / MQSeries
	 	0.00	 	0.75	 	Bangalore	 	Operational maintenance of MQSeries services and software.
	Sub-Total
	 	1.25	 	3.00	 	 	 	 
	Wintel Systems
Engineering
	 	 	 	 	 	 	 	 
	NT Engineering
	 	0.00	 	2.50	 	Bangalore	 	Operating system engineering and
maintenance activities, including image, upgrade, and patching
maintenance activities, tuning, new solution engineering for servers and enterprise services (Exchange).
	Enterprise Services
(Citrix)
	 	0.00	 	1.00	 	Bangalore	 	Citrix Engineer responsible for
application publishing, environmental management and support of the Citrix environment.
	Sub-Total
	 	0.00	 	3.50	 	 	 	 
	Pooled Systems
Engineering
	 	 	 	 	 	 	 	 
	Storage Management
	 	0.00	 	1.00	 	Bangalore	 	SAN storage management and allocation/deallocation requests and maintenance.
	Asset Management
	 	0.00	 	1.00	 	Bangalore	 	Management and application administration of the Asset Insight environment.
	Sub-Total
Operations	 	0.00	 	2.00	 	 	 	 
	MF Operations	 	0.75	 	1.50	 	Bangalore	 	Software maintenance,
performance analysis, problem resolution, product installations,
system configurations, working problem management tickets and providing customer service in off hour situations.
	MF Prod Control
	 	1.00	 	2.00	 	Bangalore	 	Production control work during off-hours conditions.






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	 	 	Off-Shore	 	Off-Shore	 	 	 	 
	 	 	Year 1	 	Year 2-5	 	Location	 	Description of Services Provided by
	         Function	 	(Est.)	 	(Est.)	 	Off-shore	 	Job Function
	MF Monitoring
	 	1.50	 	1.50	 	Bangalore	 	Production control work during off-hours conditions.
	NT Monitoring
	 	0.00	 	1.00	 	Bangalore	 	Production control work during off-hours conditions.
	Sub-Total
	 	3.25	 	6.00	 	 	 	 
	SMC& Business Ops
	 	 	 	 	 	 	 	 
	EAC
	 	0.00	 	0.50	 	Bangalore	 	ID management and password management services.
	Sub-Total
	 	0.00	 	0.50	 	 	 	 
	Applications
	 	 	 	 	 	 	 	 
	SQL DBA
	 	0.00	 	1.00	 	Bangalore	 	SQL DBA services including DBMS and table maintenance and tuning.
	Web Hosting
	 	1.00	 	1.00	 	Bangalore	 	Supplements on-shore Web Hosting
team with monitoring  for availability and response time, monitor
problem management queue; assist in 24X7 problem resolution; assists in project work
	Sub-Total
	 	1.00	 	2.00	 	 	 	 
	Network (Data and
Voice)
	 	 	 	 	 	 	 	 
	Mail Gateway
	 	1.00	 	1.00	 	Bangalore	 	Mail gateway operations
including dead letter queue monitoring, spam filter maintenance, and quarantine maintenance.
	NOC
	 	0.50	 	0.50	 	Bangalore	 	Network operations and support.
	Sub-Total
	 	1.50	 	1.50	 	 	 	 
	Total Off-shore FTEs
	 	 	 	 	 	 	 	 
	(Est.)
	 	7.00	 	18.50	 	 	 	 







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ATTACHMENT N




MINIMUM REQUIRED INSURANCE COVERAGES




     1. Commercial General Liability Insurance.



          1.1 General. During the Term and the Disentanglement Period, ACS shall maintain a policy of
commercial general liability insurance (including coverage for contractual liability assumed by ACS
under this Agreement to the extent such liability can be insured by a standard commercial general
liability policy without endorsement, premises-operations, completed operations—products, and
independent contractors) providing coverage for bodily injury, personal injury and property damage
with combined single limits of not less than [***] Dollars ($[***]) per occurrence and [***]
Dollars ($[***]) in the aggregate per ACS policy year.




          1.2 Required General Liability Policy Coverage. Any general liability policy provided by ACS
hereunder shall include, but not be limited to, the following coverage: (i) premises and
operations; (ii) products/completed operations; (iii) contractual liability to the extent such
liability can be insured by a standard commercial general liability policy without endorsement;
(iv) personal injury and advertising injury liability; (v) independent contractor’s liability; (vi)
severability of interest clause; (vii) broad form property damage, and shall be an occurrence-based
policy.




          1.3 Primary Insurance Endorsement. Any general liability policy provided by ACS shall apply
as primary insurance, and any other insurance maintained by Symetra or its Affiliates, or any of
their directors, officers, agents or employees, shall be excess only and not contributing with such
coverage.




          1.4 Form of General Liability Insurance Policies. All general liability policies shall be
written to apply to bodily injury, including death, property damage and personal injury, during the
policy term.




     2. Business Automobile Liability Insurance. ACS shall procure business automobile liability
insurance written for bodily injury and property damage occurring during the policy term, in the
amount of not less than [***] Dollars ($[***]), combined single limit per occurrence, applicable to
all owned, non-owned, and hired vehicles.




     3. Statutory Workers’ Compensation and Employers’ Liability Insurance. ACS shall maintain a
policy of workers’ compensation coverage (or any alternative plan of coverage as permitted or
required by applicable law) for no less than the minimum statutory amount required for the state or
states in which ACS’ employees are performing Services on Symetra’s and/or an Affiliate’s behalf,
and employers’ liability coverage for not less than [***] Dollars ($[***]) per occurrence for all
employees of ACS engaged in the performance of Services or operations under this Agreement.


Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.




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     4. Umbrella (Excess) Coverage. ACS shall maintain umbrella (excess) insurance coverage in the
amount of [***] Dollars ($[***]) written on a per occurrence, non-contributory basis for commercial
general liability, automobile liability, and employers’ liability coverage.



     5. Professional Errors and Omissions Liability Insurance/Electronic Errors and Omissions. ACS
shall obtain professional errors and omissions liability insurance in an amount of not less than
[***]n Dollars ($[***]) per claim, with an aggregate limit of not less than [***] Dollars ($[***])
per ACS policy year, providing coverage for wrongful acts in the rendering of, or failure to
render, professional services under this Agreement, and shall include, but not be limited to,
electronic data losses or damage or breaches of electronic data security. As of the Effective
Date, the coverage will not contain specific, express exclusions for design errors, destruction of
data (other than casualty exclusions) or failure to design an adequate system arising out of ACS’
wrongful acts in the rendering of, or failure to render, professional services under this
Agreement. ACS will exercise commercially reasonable efforts to provide that such specific,
express exclusions will not be contained in such insurance during the Term of this Agreement and
Disentanglement Period. This coverage shall be maintained for a minimum of two (2) years following
termination or completion of ACS’ performance of its obligations under this Agreement. In the
event of a claim and upon Symetra’s request, ACS shall provide Symetra with a certified copy of its
professional errors and omissions liability policy.



     6. Employee Dishonesty and Computer Fraud. ACS shall maintain employee dishonesty and
computer fraud coverage in an amount not less than [***] Dollars ($[***]) per occurrence and [***]
Dollars ($[***]) in the aggregate per ACS policy year.



     7. Property Insurance. ACS shall provide insurance on all property owned by ACS and provided
under this Agreement. Such policy shall provide “all risk” perils and shall be written on a basis
of [***] percent ([***]%) replacement value of the property. Coverage shall include business
personal property, electronic data processing equipment, tenant improvements, business interruption
(including mechanical breakdown), business income and extra expense, transit and property of others
in the care, custody, and control of the insured. In the event Symetra or any of its Affiliates
places any real or personal property (whether owned or leased) in the care, custody, and control of
the ACS, Symetra or its Affiliates, as appropriate, must provide ACS with the replacement cost
value of such real or personal property within thirty (30) calendar days of ACS’ written request
for such information. Should Symetra or its Affiliates, as applicable, fail to provide the
replacement cost of the real or personal property within thirty (30) calendar days of ACS’ written
request, ACS shall be relieved of all liability for loss or damage to such property regardless of
how such loss or damage occurs. ACS shall maintain flood and earthquake insurance with respect to
its property used to provide Services in such amounts as ACS deems appropriate.




     8. Deductible/Self Insured Retention. Any deductible, self-insured retention or use of an
insurance company subsidiary in excess of [***] Dollars ($[***]) must be declared to Symetra along
with any changes thereto and shall be subject to Symetra’s reasonable prior approval. ACS shall be
responsible for any deductible, self-insured retention or use of an insurance company subsidiary.


Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.




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     9. Additional Insureds. The coverages maintained by ACS under Sections 1 and 2 above shall
name Symetra and its Affiliates, and the directors, officers, agents and employees of Symetra and
its Affiliates, individually and collectively, as additional insureds. The ACS insurance policies
required under Section 6 above shall name Symetra and its Affiliates, and the directors, officers,
agents and employees of Symetra and its Affiliates, individually and collectively, as loss payees.



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ATTACHMENT O




APPROVED SUBCONTRACTORS




	 	 	 
	1.

	 	Avaya
	 
	 	 
	2.

	 	Compucom
	 
	 	 
	3.

	 	FileNet
	 
	 	 
	4.

	 	HP
	 
	 	 
	5.

	 	IBM (approved only to provide equipment)
	 
	 	 
	6.

	 	M-Tech
	 
	 	 
	7.

	 	Pitney-Bowes
	 
	 	 
	8.

	 	Sun
	 
	 	 
	9.

	 	Xenos
	 
	 	 
	10.

	 	Critical Watch






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ATTACHMENT P




DEFINITIONS



“Acceptance” is defined in Section 5.2.8(b).



“Acceptance Criteria” is defined in Section 5.2.8(b).



“Acceptance Testing Period” is defined in Section 5.2.8(b).



“Acquiring Entity” is defined in Section 9.2.2.



“ACS” means ACS Commercial Solutions, Inc., and its successors and permitted assigns.



“ACS Bid” is defined in the Recitals.



“ACS Confidential Information” means records, data, and other information marked as “confidential”
that is obtained by Symetra in confidence from ACS or its Subcontractors in connection with this
Agreement, except for any information that was: (a) at the time of disclosure to Symetra and/or
its Affiliates, in the public domain; (b) after disclosure to Symetra and/or its Affiliates,
published or otherwise made a part of the public domain through no fault of Symetra and/or its
Affiliates; (c) in the possession of Symetra and/or its Affiliates at the time of disclosure to it
or them; (d) received after disclosure by ACS to Symetra and/or its Affiliates from a Third Party
who had a lawful right to disclose such information to Symetra and/or its Affiliates; or (e)
independently developed by Symetra and/or its Affiliates without reference to ACS Confidential
Information. For purposes of this provision, information is in the public domain if it is
generally known (through no fault of Symetra and/or its Affiliates) to Third Parties that are not
subject to nondisclosure restrictions with respect to such information.



“ACS Competitor” means the entities set forth in Addendum 2 to this Attachment P and any other
provider of services substantially similar to the Services.



“ACS Derivative Works” is defined in Section 12.1.4.



“ACS Equipment” is defined in Section 4.2.



“ACS Indemnitees” means ACS, and each of its officers, directors, employees, agents, successors and
assigns.



“ACS Key Personnel” means, initially, those personnel of ACS and its Subcontractors who are
identified in Attachment E.



“ACS Project Executive” is defined in Section 1.2.2.



“ACS Service Delivery Manager” is defined in Section 1.2.3.



“ACS Underlying Works” means those Underlying Works conceived, invented, created or acquired by
ACS, rather than by a Third Party.




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“Act” is defined in Section 14.6(a).



“Administrative Functions” are routine functions such as setting up user IDs, changing
authorization tables, changing account codes, and similar functions handled by ACS.



“Affiliate” means, as to any Person, any other Person that, now or in the future, directly or
indirectly, controls, is controlled by, or is under common control with, such Person, whether
through ownership of voting securities or otherwise. For this purpose, and without limiting the
foregoing, any Person that owns more than twenty percent (20%) of the outstanding voting securities
of any other Person shall be deemed to control such other Person.



“Affiliates of Symetra” means those entities that are Affiliates of Symetra and identified in
Schedule 7, all of which shall be authorized to receive Services from ACS hereunder.



“Agreement” means this Information Technology Services Agreement, including all Schedules,
Attachment, Exhibits, Appendices, Addenda and other documents attached hereto or incorporated
herein by reference, as amended from time-to-time.



“Annual At-Risk Amount” means: (a) for the first Contract Year, the sum of: (i) [***] percent
([***]%) of the total transition Services fees; plus (ii) [***] percent ([***]%) of the sum of that
Contract Year’s monthly Annual Services Fees, which will be estimated at the beginning of the first
Contract Year based on that year’s Annual Services Fees; and (b) for the second and each subsequent
Contract Year, [***] percent ([***]%) of the sum of that Contract Year’s monthly Annual Services
Fees, which will be estimated at the beginning of each such Contract Year based on that year’s
Annual Services Fees.



“Annual Service Baselines” are set forth in Table 4 of Schedule 3.



“Annual Services Fees” is defined in Section 6.1.3.



“ARC” means additional resource charge.



“Availability” is the percentage of time that a given Service or system is fully operational and
available when its resources are called upon at a random point in time. Availability represents a
measure of the fraction of time (expressed as a percentage) during a defined period when the
Service or system is deemed to be equal to or better than an SLR.




	 	 	 	 	 	 	 
	 Availability (%)

	 	=
	 	100% – Unavailability (%)	 	 
	 
	 	 	 	 	 	 
	 

	 	 	 	  Where Unavailability is defined as:	 	 
	 
	 	 	 	 	 	 
	 

	 	 	 	  S Unplanned Outage Duration x 100%
 

Schedule Time – Pre-planned Downtime
	 	 





Availability measurement calculations shall be limited to those Service and system components that
are directly under the control of ACS, as well as Services and systems components for which ACS is
responsible for subcontracting to Third Parties. Availability measurement calculations



Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.




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shall exclude any Service or system elements downtime that is caused by a Force Majeure Event, as
well as any Service or system that is controlled exclusively by Symetra.



“Baseline” means, for each of the Service Tower Services, the quantity of Resource Units included
in the Annual Services Fees.



“Benchmarking Company” is defined in Attachment A.



“Bridge Group” or “Bridge” means the production control team responsible for providing support for
client interactive sessions and applets in the production cluster environment.



“Business Days” means Monday through Friday, excluding New Year’s Day, Memorial Day, Independence
Day, Labor Day, Thanksgiving Day and Christmas Day.



“Business Day Hours” means a local Business Day “window of coverage” hours within which Symetra
requires the Services to be provided for a specific SLR. While ‘normal’ business hours are
generally 0400-1700, Pacific time, most schedules operate or provide support on a 7x24x365
(0000-2400) basis.



“California Statute ” is defined in Section 14.5.



“CAP” is defined in Section 11.1.



“Category 1 Software” is defined in Section 4.3.1(a).



“Category 2 Software” is defined in Section 4.3.1(b).



“Category 3 Software” is defined in Section 4.3.2(a).



“Category 4 Software” is defined in Section 4.3.2(b).



“Category 5 Software” is define4d in Section 4.3.3.



“Category 6 Software” is defined in Section 4.3.4.



“Change in Control” means: (a) any transaction or combination of transactions as a result of which
either a Person or a group of Persons that customarily has acted in concert and that presently is
in control of a Party ceases to be in control of such Party; (b) the sale, transfer, exchange or
other disposition (including disposition in full or partial dissolution) of fifty percent (50%) or
more of the beneficial ownership (as defined in Rule 13(d) of the Securities Exchange Act of 1934)
of the voting power of a Party, or of the assets of such Party that constitute a substantial or
material business segment of such Party; (c) individuals who as of the Effective Date constituted
the Board of Directors of a Party cease for any reason to constitute a majority of such Party’s
Board of Directors then in office; or (d) with respect to ACS, the unit, division or operating
group of ACS that is responsible in providing the Services to Symetra is sold, transferred or
otherwise experiences a change in ownership or control.



“Change in Control Expenses” is defined in Section 11.2(c).




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“Client Satisfaction” means a subjective rating obtained through a combination of periodic End-User
surveys and feedback from random End-User follow-up calls.



“Collaborative Computing” means the use of computers to support and promote shared experience, peer
exchange, the development of shared models, purpose, common practices of interaction and
communication – allowing for more efficient deployment across heterogeneous environments and
enabling joint collaborative projects.



“Commercial Applications” means those applications that are part of Symetra’s revenue-generating
processes.



“Conditional Acceptance” is defined in Section 5.2.8(b).



“Confidential Information” means ACS Confidential Information or Symetra Confidential Information,
as the case may be.



“Contract Year” or “CY” means: (a) the period from the Effective Date through and including a
period that is twelve (12) months following the last to occur of the Handover Dates (which shall
constitute the first Contract Year); and (b) thereafter, each twelve (12) month period beginning on
each subsequent anniversary of the end of the first Contract Year.



“Corporate Applications” means those applications that support Symetra’s internal management
systems.



“Correct IMAC Dispatch” means that an IMAC is correctly dispatched, based on the information
provided to ACS or that should be reasonably verifiable by ACS, in terms of:





	 	•	 	the action that is to be performed;
	 
	 	•	 	the replacement technology that is to be used, if appropriate;
	 
	 	•	 	the person or location involved;
	 
	 	•	 	the cost center to be charged; and
	 
	 	•	 	the time period in which the IMAC is to occur.




“Corrective Assessment” means a type of Fee Reduction that may be assessed upon ACS’ failure to
achieve an SLA or a Critical Milestone; all Corrective Assessments will be specified in the tables
attached to Schedule 5.



“Corrective Plan” is defined in Section 7.4.3.



“Country Agreement” is defined in Section 1.3.2.



“CPI” means the annual increase in percentage points (or fraction thereof) of the official Consumer
Price Index, All Urban Consumers, U.S. City Average, All Items, published by the Bureau of Labor
Statistics, United States Department of Labor.



“Critical Milestones” means those milestones, activities, actions and projects identified as such
in this Agreement including, without limitation, in any applicable Schedule 2, in Schedule 5, in


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any In-Scope Service Request, in any Out-of-Scope Work Order and/or elsewhere in this Agreement.



“Data and Modified Data” is defined in Section 12.3.



“Data Protection Laws” is defined in Section 14.6(a).



“Deadband Allowance” is defined in Section 5.1 of Schedule 3.



“Derivative Works” means a revision, modification, translation, abridgment, compilation,
condensation or expansion of the applicable underlying work or any other form in which that work
may be recast, transformed or adapted, and which, if prepared without the consent of the copyright
owner, would be a copyright infringement.



“Disabling Device” is defined in Section 8.1.2.



“Disclosing Party” means the Party that has disclosed Confidential Information to the other Party
or to such other Party’s employees, agents or contractors (including Subcontractors).



“Disentanglement ” is defined in Section 10.1.



“Disentanglement Period” means the period of time during which ACS is providing Disentanglement
services to Symetra.



“Effective Date” is defined in the opening paragraph of the Agreement.



“End-to-End Response Time” is defined as the total elapsed time for a discrete data packet (e.g.,
ping) to complete a round-trip traversal of the computing infrastructure from the initiation point
device to a specific computing device resource and return of a response acknowledgement to the
point of initiation (i.e., “ping”). This shall exclude any local processing overhead time that may
result from any Symetra or Third Party computing resources over which the ACS has minimal control.



“End-User” means: (a) any employee of Symetra or any of the Affiliates of Symetra; and (b) any
other Person who is determined by Symetra, in its sole discretion, to require access to any of the
Services.



“Enhanced Technology” is defined in Section 2.5.4.



“Environmental Laws” means all applicable federal, state and local statutes, laws, regulations,
rules, ordinances, codes, licenses, orders or permits of any governmental entity relating to
environmental matters including, without limitation: (a) the Clean Air Act (42 U.S.C. 7401 et
seq.); the Federal Water Pollution Control Act (33 U.S.C. §1251); the Safe Drinking Water Act (42
U.S.C. §5 300f et seq.); the Toxic Substances Control Act (15 U.S.C. 55 2601 et seq.); the
Endangered Species Act (16 U.S.C. §1531 et seq.); the Emergency Planning and Community
Right-to-Know Act of 1986 (42 U.S.C. 55 110011 et seq.); and (b) similar state and local
provisions.




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“EU Directive” means Directive 95/46/EC of the European Parliament and of the Council of 24 October
1995 on the Protection of Individuals with Regard to the Processing of Personal Data and on the
Free Movement of Such Data.



“Events of Default” means any of the events described in Section 9.3.



“Exception Report” is defined in Section 5.2.8(c).



“Expiration Date” is defined in Section 10.2.



“Extraordinary Event” means a Force Majeure Event and any other event not exceeding ninety (90)
calendar days in duration that: (a) could not have been adequately planned for; and (b)(i)
substantially interferes with or impacts Symetra’s ordinary business operations; or (ii) causes
substantial increase or decrease in demand for Symetra’s products or services or the Services that
are provided or that could be provided by ACS under this Agreement.



“Fee Reductions” means the dollar amount by which the Fees will be reduced based on ACS’ failure
to: (a) timely achieve any Critical Milestone; or (b) achieve any SLA. The methodology for
calculating all Fee Reductions is set forth in Schedule 5.



“Fees” means the fees payable by Symetra to ACS hereunder in consideration of ACS’ provision of the
Services and Other Services.



“Final Acceptance” is defined in Section 5.2.8(d).



“Final Acceptance Testing Period” is defined in Section 5.2.8(d).



“Fixed Charges ” means the Annual Service Fees, expressed as a monthly amount.



“For Cause” means the applicable employee committed or participated in actions that are or were
dishonest, fraudulent, illegal, unethical, involving insubordination or moral turpitude, or
involving disclosure or trade secrets, proprietary information or other forms of confidential
information.



“Force Majeure Event” means an act of God, act of governmental body or military authority, fire,
explosion, flood, epidemic, riot or civil disturbance, war, sabotage, insurrections, blockades,
embargoes, storms or other similar events that are beyond the reasonable control of the affected
Party. Notwithstanding the foregoing, “Force Majeure Event” expressly excludes: (a) any event
that ACS reasonably could have prevented by any system testing either required to be performed
pursuant to the Services or necessary to provide the Services; (b) (i) any single point of failure
where ACS was obligated to provide fault tolerant Services; (ii) where fault tolerant architecture
was deployed for Symetra notwithstanding the absence of specifying same; or (iii) where a fault
tolerant infrastructure or architecture should have reasonably been implemented by ACS; (c) any ACS
strike, walkout or other labor shortage; and/or (d) any non-performance of an ACS Subcontractor,
regardless of cause (unless due to a Force Majeure Event).



“GAAP” is defined in Section 7.1.




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“GLB” means the Gramm-Leach-Bliley Act, 15 U.S.C. Sections 6801-6809.



“Guiding Principles” is defined in Section 1.1.



“Handover Date” means, with respect to each of the Service Tower Services, the date on which ACS is
scheduled to begin providing such Service Tower Services ; each such date constitutes a Critical
Milestone and is specified in the Transition Plan.



“Hazardous Materials” means any substances the presence of which requires investigation or
remediation under any Environmental Law, or that is or becomes defined as a “hazardous waste,”
“hazardous substance,” pollutant or contaminant under any Environmental Law.



“HIPAA” is defined in Section 14.4.1.



“IMAC” (Install, Move, Add or Change) means activities performed as pre-scheduled events to
install, remove, relocate, upgrade, modify, or otherwise reconfigure the Symetra computing system
and/or telecommunications infrastructure components that are covered by this Agreement. IMACs are
included in Services and will be performed at no additional charge to Symetra, provided the work
can be performed with normally assigned staffing levels. One (1) IMAC is counted for each unique
action that occurs during normal business hours. If IMAC-related work must be performed outside of
normal Business Day work hours due to operating/scheduling constraints, the parties will mutually
agree how these IMACs will be addressed. Any repeat visits to correct problems that arise or
result from implementing an IMAC will be considered an Incident and will not be included under the
IMAC count. If multiple upgrades or reconfigurations are scheduled for a single piece of
equipment, only one (1) IMAC will be counted.



“In-Scope Service Request” means a request, in the form set forth in Attachment D, for the
performance of work that is not being performed at a particular time but that is within the scope
of the Services.



“Incident” means a single event requiring an ACS response typically denoted by an In-Scope Service
Request or identification of a problem. Symetra will determine the Severity Level of each reported
Incident. Repeat visits to correct problems that arise from previously implemented IMACs are
considered Incidents, not IMACs, and will not be added to the IMAC count. ACS will provide Symetra
with an escalation procedure (to be approved by Symetra) for resolution of reported Incidents.



“Incident Resolution” means the point at which ACS has responded to an Incident and ACS has either:
(a) conducted and successfully completed a Root Cause Analysis on a reported problem and
appropriately corrected both the results and the cause of the problem; or (b) has provided an
appropriate answer to an inquiry or an informational question that is understood by and acceptable
to Symetra. In both cases, the Incident is not resolved until Symetra is convinced and satisfied
that it has been resolved.



“Incident Resolution Time” (aka Time to Repair) means the time elapsed from the initiation of a
trouble ticket until service is restored and/or call is resolved to the caller’s satisfaction.




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“Indemnified Party” means either the Symetra Indemnities, in the case of claims, suits or
proceedings subject to indemnification by ACS under Section 15.1 of the Agreement, or the ACS
Indemnitees, in the case of claims, suits or proceedings subject to indemnification by Symetra
under Section 15.2 of the Agreement.



“Indemnifying Party” means ACS, in the case of claims, suits or proceedings subject to
indemnification by ACS under Section 15.1 of the Agreement, or Symetra, in the case of claims,
suits or proceedings subject to indemnification by Symetra under Section 15.2 of the Agreement.



“Infringement Claim” is defined in Section 15.1.1.



“Initial Term ” is defined in Section 9.1.1.



“Interest Rate” means the prime rate as published in the Wall Street Journal on the Business Day
immediately preceding the date in which interest began to accrue under this Agreement plus one
percent (1%).



“IT” means information technology.



“IT Outsourcing Committee” is defined in Section 1.2.1.



“Key Subcontractors” is defined in Section 18.1.



“Local Currency” is defined in Section 6.1.6.



“Losses” is defined in Section 15.1.1.



“Measurement Interval” means the period during which a given SLR is measured (e.g., one (1) month,
one (1) year, etc.). This takes into consideration the impact of a continuous outage. For
example, a monthly measurement interval for a ninety-nine percent (99%) Minimum Performance for a
24x7 system with eight (8) hours of weekly planned downtime would allow 6.4 hours of a continuous
outage, with no other outages during the calendar month. A weekly interval would only allow 1.6
hours of a continuous outage.



“Measurement Period” means the calendar period with respect to which a measurement for a given SLR
is aggregated, measured and reported (e.g., one (1) month, one (1) year, etc.) as stated in each
Schedule 2.



“Middleware” means software that serves as a data-passing intermediary between operating system
software and an application. Middleware is also used to describe separate products that serve as
the glue between two applications, distinct from import and export features that may be built into
one of the applications.



“Minimum Performance” means the lowest level of acceptable service performance before Fee
Reductions apply for non-performance during a monthly period.



“New Country” is defined in Section 1.3.2.




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“NWSC” means the ACS Northwest Service Center located in Hillsboro, Oregon.



“OES” or “OESs” means operating environment specification(s).



“OLAP” or “On-line Analytical Processing” means a category of database software which provides
users the ability to examine, select or change raw data quickly and interactively using pre-defined
functions.



“Other Services” is defined in Section 6.1.4.



“Outage Duration/Incident Resolution Time (a.k.a. Time to Repair)” is the time elapsed from the
initiation of an Incident trouble ticket until Incident Resolution is achieved.




     Calculation: Performance = Actual time to resolve/target time to resolve


“Outage Reporting” means that, upon detecting a Service outage, ACS will notify the designated
Symetra contact within the specified time-to-notify interval.



“Out-of-Scope Service(s)” is defined in Section 2.9.1.



“Out-of-Scope Work Order” is defined in Section 2.9.1.



“Party” or “Parties” means, individually or collectively, Symetra and/or ACS.



“Peak Demand Period” means the period between 0100-2000 hours, Pacific time, Monday through Friday.



“Person” means any natural person, corporation, limited liability company, limited liability
partnership, general partnership, limited partnership, trust, association, governmental
organization or agency, political subdivision, body politic or other legal person or entity of any
kind, legally constituted.



“Premises Devices” means devices used by Symetra End-Users to interface with the computing
infrastructure, including workstations, network-attached printers and other network-attached
peripherals.



“Pricing Band” means [***] percent ([***]%) above or below the applicable Baseline.



“Priority SLA” is defined in Section 2(b) of Schedule 5.



“Problem” means any dispute or problem arising out of or relating to this Agreement, including
those that relate to any of the following:





          (a) an alleged failure by either Party to perform its obligations under this Agreement;





          (b) an alleged inadequacy or delay of either Party’s performance under this Agreement;


Portions marked [***] have been omitted pursuant to a Confidential Treatment Request by Symetra
Financial Corp., this information has been filed separately with the Securities and Exchange
Commission.




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          (c) a request for products, services or resources, where the Parties disagree whether
such products, services or resources are within the scope of the Services (and therefore
included in the Fees) or otherwise within the scope of this Agreement; and/or




          (d) a disagreement as to the responsibilities either Party has under this Agreement.


“Procured Technology” is defined in Section 2.4.



“Rate Differential” is defined in Section 4(b) of Attachment A.



“Records” is defined in Section 7.4.2.2.



“Receiving Party” means the Party that has received Confidential Information from the other Party
or such other Party’s employees, agents or contractors (including Subcontractors).”Relief Event” is
defined in Section 2.2.4.



“Renewal Term” is defined in Section 9.1.2.



“Replacement Provider” is defined in Section 10.1



“Reporting Period” means all reports are provided on a monthly basis, within three (3) Business
Days of the close of the calendar month, unless stated otherwise.



“Resolve” means to repair, replace, reconfigure, reinstall, re-route, or otherwise provide a
complete solution to an Incident that returns the system and/or End-User(s) to non-degraded full
functionality. A workstation Incident at a VORA site is considered “resolved” by the overnight
shipment of a repaired or a replacement workstation that is fully operational. Implementing a
Workaround is a partial or temporary resolution.



“Resource Unit” or “RU” means, for each Service described in the applicable Schedule 2, a unit of
resource for which Symetra and ACS have established a minimum purchase requirement.



“Resources” is defined in Section 2.7.



“RFP” is defined in the Recitals.



“Root Cause Analysis” is a problem analysis process undertaken to identify and quantify the
underlying cause(s) of an Incident, and document the necessary corrective actions to be taken to
prevent recurring problems and/or trends which could result in problems.



“RRC” means reduced resource credit.



“SAS 70” means the American Institute of Certified Public Accountants’ Statement on Auditing
Standards (SAS) No. 70, Reports on the Processing of Transactions of Service Organizations, and any
replacement or successor standard.




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“SAS 70 Type II Audit” means an audit conducted pursuant to SAS 70 that results in a report that
both describes an organization’s description of controls at a specific point in time and includes
detailed testing of those controls over a minimum six (6) month period, or any replacement or
successor audit standard or process.



“Schedule Time” is the time during which Service is to be operational as designated in the
applicable Schedule 2. All references to schedule time (e.g., 0730 hours) in the SLR tables are
local time for the point of service.



“Secretary” means the Secretary of Health and Human Services.



“Security Standards” is defined in Section 14.4.2.



“Service Rates” is defined in Section 6.1.4.



“Service Tower” means each of the categories of Services as set forth in each applicable Schedule
2.



“Services” means all of the services, functions and activities in any one or more of the following
categories:





          (a) the services described in Schedule 1, Schedules 2A, 2B, 2C, 2D,
2E, 2F, 2G and 2H
and in any additional Service Tower Schedules that may be agreed to by the Parties following
the Effective Date;




          (b) any other services specified elsewhere in this Agreement and not designated as
Other Services;




          (c) any other IT-related services that are requested by Symetra from time-to-time that
do not require additional start-up expenses or the use of additional resources not otherwise
required for the performance of the services described in subsections (a), (b), (d) and (e)
of this definition; and




          (d) any services, functions, responsibilities or tasks not specifically described in
this Agreement that are required for the proper performance of any of the foregoing and that
are an inherent part of, or a necessary sub-part included within, any of the foregoing;




          (e) any management, planning and other services that are ancillary to, and appropriate
for the performance of, any of the foregoing.


“Severity Levels” (aka Incident Priority Level) are defined categories that identify the degree of
business criticality and importance to Symetra (the “Business Impact”) of specific Incidents, and
the associated ACS response requirements attributed to any such Incident. The following Severity
Level table categories and descriptions apply to all Services:




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	Priority Level	 	Description
	1
– Emergency/Urgent

	 	The problem has caused a complete and immediate work
stoppage affecting a primary business process or a
broad group of users such as an entire department,
floor, branch, line of business, or external
customer. No work around available. Examples: Major
application problem (e.g. payroll, call center, etc.)
Severe problem during critical periods (e.g.
month-end processing) Security Violation (e.g. denial
of service, widespread virus, etc.)
	 
	 	 
	2
– High

	 	A business process is affected in such a way that
business functions are severely degraded, multiple
users are impacted or a key customer is affected. A
workaround may be available; however the workaround
is not easily sustainable. Examples: Major
application (e.g. exchange) VIP Support
	 
	 	 
	3 – Medium

	 	A business process is affected in such a way that
certain functions are unavailable to end users or a
system and/or service is degraded. A workaround may
be available Examples: Telecommunication problem
(e.g. Blackberry, PBX digital/analog card)
Workstation problem (e.g. hardware, software)
	 
	 	 
	4 – Low

	 	An incident that has little impact on normal business
processes and can be handled on a scheduled basis. A
workaround is available. Examples: User requests
(e.g. system enhancement) Peripheral problems (e.g.
network printer) Preventative Maintenance Benchmarks





“Shared Resources” is defined in Section 2.5.6.



“SLA” or “Service Level Agreement” means SLRs that have a Fee Reduction associated with them.



“SLR” means service level requirement and is a standard for performance of the Services.



“SLR Reports” are defined in Section 2.2.2(b).



“SOP” or “SOPs” means standard operating procedure(s).



“SOX Laws” means the Sarbanes-Oxley Act of 2002, applicable rules and regulations issued by the
U.S. Securities and Exchange Commission and applicable rules and regulations of the Public Company
Accounting Oversight Board including, without limitation, provisions relating to internal controls
over financial reporting, as any of the foregoing may have been and/or may be amended from time to
time.



“Standards and Procedures Manual” is defined in Section 2.6.1.



“Subcontractor” means, subject to the terms of Section 18.1, any Person other than ACS including,
without limitation, any ACS Affiliate, that provides Services to Symetra pursuant to an agreement
(whether oral or written) with ACS.



“Substantially Dedicated Resources” is defined in Section 10.4.5.



“Symetra” means Symetra Life Insurance Company, and its successors and permitted assigns.



“Symetra Competitors” means the entities set forth in Addendum 1 to this Attachment P and any other
insurance and/or financial services company that markets annuities, life insurance,


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disability insurance, medical excess loss insurance, and/or limited benefit health insurance
through independent agents.



“Symetra Confidential Information” means all records, data and other information of Symetra and/or
its Affiliates that is disclosed to ACS or any of its employees, contractors (including
Subcontractors) and/or agents, whether in tangible, intangible and/or oral form, and whether in
written form or readable by machine, including, without limitation:





          (a) all Symetra Data;




          (b) all financial information, personnel information, customer information, reports,
documents, correspondence, plans and specifications relating to Symetra and/or its
Affiliates;




          (c) all technical information, materials, data, reports, programs, documentation,
diagrams, ideas, concepts, techniques, processes, inventions, knowledge, know-how, and trade
secrets, developed or acquired by Symetra and/or its Affiliates, including Work Product;




          (d) any information that Symetra and/or its Affiliates identifies to ACS as
confidential by a stamp or other similar notice; and




          (e) all other records, data or information collected, received, stored or transmitted
in any manner connected with the provision of Services hereunder.


Symetra Confidential Information shall not include information that ACS can demonstrate was: (f)
at the time of disclosure to ACS, in the public domain; (g) after disclosure to ACS, published or
otherwise made a part of the public domain through no fault of ACS; (h) in the possession of ACS at
the time of disclosure to it, if ACS was not then under an obligation of confidentiality with
respect thereto; (i) received after disclosure by Symetra to ACS from a Third Party who had a
lawful right to disclose such information to ACS; or (j) independently developed by ACS without
reference to Symetra Confidential Information. For purposes of this provision, information is in
the public domain if it is generally known (through no fault of ACS) to Third Parties who are not
subject to nondisclosure restrictions with respect to such information.



“Symetra Data” means, in or on any media or other form of any kind: (a) all data that is in the
possession of Symetra and/or its Affiliates, and all data concerning or indexing such data
(regardless of whether or not owned by Symetra and/or its Affiliates or generated or compiled by
Symetra and/or its Affiliates); (b) all personal data, meaning any information relating to an
identified or identifiable natural person who can be identified, directly or indirectly, including
sensitive data (as defined in the Act) which is under, or subject to or intended to be subject to
processing (as defined in the Act) by ACS pursuant to this Agreement; and (c) all other records,
data, files, input materials, reports, forms and other such items that may be received, computed,
developed, used or stored by ACS or any of its employees, contractors (including Subcontractors) or
agents from, for or on behalf of Symetra and/or any of its Affiliates, or in connection with the
Services.




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“Symetra Facilities” is defined in Section 4.7.



“Symetra Holidays” are: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day
and Christmas Day.



“Symetra Indemnitees” means Symetra and its Affiliates, and each of their respective directors,
officers, employees, attorneys, agents, representatives, consultants, successors and assigns.



“Symetra-Leased Equipment” is defined in Section 4.1.1.



“Symetra-Owned Equipment” is defined in Section 4.1.1.



“Symetra Project Executive” is defined in Section 1.2.2.



“Symetra Service Delivery Manager” is defined in Section 1.2.3.



“Symetra Sites” is defined in Section 2.2.3.



“Target” is the desired service performance level Symetra is seeking for a particular SLR.



“Technology Plan” is defined in Section 2.5.4.



“Term” means the Initial Term and any Renewal Terms.



“Termination Date” means 11:59 p.m. on the specified date of termination, as set forth in a
Termination Notice.



“Termination Fee” is defined in Section 9.2.1.



“Termination Notice” means a written notice of termination delivered by one Party to the other.



“Third Party” means a person or entity other than the Parties.



“Third-Party Resources” is defined in Section 2.7.



“Third-Party Works” is defined in Section 12.1.5.



“Time to Respond” is the duration between when an Incident is reported to ACS and an ACS support
technician or engineer provides initial feedback to Symetra.




     Calculation: Performance = Actual time to respond/target time to respond


“Transition Plan” is defined in Section 2.3.1.



“Triggering Event” is defined in Section 9.2.1.



“UCITA” is defined in Section 19.16




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“Underlying Works” means all works of authorship fixed in any tangible medium of expression that:
(a) had already been conceived, invented, created or acquired by ACS or a Third Party prior to the
Effective Date and that were not conceived, invented or created for Symetra’s use or benefit in
connection with this Agreement; or (b) are conceived, invented, created or acquired by ACS or a
Third Party after the Effective Date, but only to the extent such works of authorship do not
constitute Work Product. An Underlying Work includes all intermediate and partial versions
thereof, as well as all source code, object code, documentation, formulae, processes, algorithms,
designs, specifications, inventions, discoveries, concepts, improvements, materials, program
materials, software, flow charts, notes, outlines, lists, compilations, manuscripts, writings,
pictorial materials, schematics, apparatus, methods, techniques, other creations, and the like,
whether or not patented or patentable or otherwise protectable by law.



“User Account IMAC” means routine functions, such as setting up user IDs, changing user
authorization tables, changing account codes and similar functions handled by the ACS. Examples
include completion of one or more steps necessary to establish or modify an account for a user,
such as: (re)set up user login environment; (re)set up home directory and shared directory access;
(re)set up e-mail access; (re)set up access permissions.



“Variable Charges ” means charges that vary in amount from month to month including, without
limitation, ARCs and RRCs, telephone usage charges and the like.



“VORA” is an acronym for Virtual Office/Remote Access pertaining to Symetra remote users whose
office is either permanently or temporarily located outside of an Symetra Site and who connect to
the Symetra network via remote access facilities (i.e., VPN, Dial-up) using a laptop or desktop PC
and having different service requirements from that of an Symetra IT-managed/staffed business
facility.



“Week” is seven (7) days, Sunday through Saturday, including Symetra Holidays.



“Weighting Factor” means, for any SLA or Critical Milestone, the percentage factor that is applied
to the Annual At-Risk Amount for purposes of calculating Fee Reductions in the event of any failure
with respect to an SLA or Critical Milestone during a given Measurement Interval. The Tables
attached to Schedule 5 specify the Weighting Factor for each SLA and each Critical Milestone as of
the Effective Date.



“Workaround” is a temporary solution that ACS or Symetra can implement in the event of an Incident
as an alternate method of providing full Service or process functionality that allows the affected
system(s) and/or process(es) to deliver to Symetra an acceptable level of business operations
functionality until a permanent Incident Resolution can be implemented. Any such Workaround must
be acceptable to and approved by Symetra.



“Work Product” means all works of authorship fixed in any tangible medium of expression (including,
without limitation, computer programs), and all intermediate and partial versions thereof, as well
as all source code, object code, documentation, formulae, processes, algorithms, designs,
specifications, inventions, discoveries, concepts, improvements, ideas, know-how, techniques,
materials, program materials, software, flow charts, notes, outlines, lists,
compilations, manuscripts, writings, pictorial materials, schematics, apparatus, methods,
techniques, other


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creations, and the like, whether or not patented or patentable or subject to copyright, or
otherwise protectable by law, that are created, invented or conceived for the use or benefit of
Symetra in connection with this Agreement: (a) by any ACS personnel, any Symetra personnel, where
“personnel” includes employees, contractors (including, in the case of ACS, Subcontractors), agents
and the like; (b) any Person who was an employee of Symetra and then became an employee of ACS or
any of its contractors (including Subcontractors) or agents, where, although creation or
reduction-to-practice is completed while the Person is an employee of ACS or such contractors
(including Subcontractors) or agents, any portion of the same was created, invented or conceived by
such Person while an employee of Symetra.



“Workstation” means an End-User computing device, ranging in power and function from a desktop or
laptop PC to a high-end engineering or graphic workstation.




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ADDENDUM 1




SYMETRA COMPETITORS




	 	 	 
	1.

	 	AIG Life Group
	2.

	 	Hartford Life Group
	3.

	 	Metropolitan Life & Affiliated
	4.

	 	Equitable Group
	5.

	 	AEGON USA Inc.
	6.

	 	Allianz Insurance Group
	7.

	 	Manulife Financial
	8.

	 	Genworth Financial Group
	9.

	 	Allstate Financial
	10.

	 	ING Group
	11.

	 	New York Life Group
	12.

	 	Pacific Life Group
	13.

	 	American Express Financial
	14.

	 	Citigroup
	15.

	 	Jackson National Group
	16.

	 	Lincoln National Group
	17.

	 	John Hancock Financial Svs Group
	18.

	 	Prudential of America Group
	19.

	 	MassMutual Financial Group
	20.

	 	Northwestern Mutual Group
	21.

	 	Sun Life Financial Group
	22.

	 	Sammons Financial Group
	23.

	 	American National Group
	24.

	 	Thrivent Financial Lutherns
	25.

	 	Old Mutual US Life Holdings
	26.

	 	Western & Southern Life Group
	27.

	 	Phoenix Life Group
	28.

	 	AmerUs Group
	29.

	 	Ohio National Life Group
	30.

	 	AFLAC Incorporated Group
	31.

	 	Guardian Life
	32.

	 	American Equity Investment Grp.
	33.

	 	Jefferson-Pilot Corp
	34.

	 	Principal Life Insurance Co.
	35.

	 	Assurant
	36.

	 	Security Benefit Group
	37.

	 	TIAA Group
	38.

	 	Conseco Insurance Group






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ADDENDUM 2




ACS COMPETITORS




	 	 	 
	1.

	 	Accenture
	2.

	 	APAC Customer Services
	3.

	 	BearingPoint
	4.

	 	Brigade Corporation
	5.

	 	Cap Gemini Ernst & Young
	6.

	 	CGI Group
	7.

	 	Computer Sciences Corporation
	8.

	 	Coefficient Backoffice Solutions Corporation
	9.

	 	Convergys
	10.

	 	Creditek
	11.

	 	Datamark
	12.

	 	Deloitte
	13.

	 	Deloitte Consulting
	14.

	 	Diversified IT Solutions
	15.

	 	Electronic Data Systems Corporation
	16.

	 	Ephinay Corporation
	17.

	 	Equitant
	18.

	 	Hewitt/Exult
	19.

	 	First Consulting Group
	20.

	 	First Health Group Corporation
	21.

	 	Geller & Company
	22.

	 	GTESS Corporation
	23.

	 	Hewlett-Packard
	24.

	 	IBM Corporation
	25.

	 	ICT Group
	26.

	 	Infosys
	27.

	 	LASON
	28.

	 	MAXIMUS
	29.

	 	NCIC
	30.

	 	OPI
	31.

	 	Outsource Partners
	32.

	 	PeopleSupport
	33.

	 	Perot Systems Corporation
	34.

	 	Precision Response Corporation
	35.

	 	Progeon (an Infosys company)
	36.

	 	QCSI
	37.

	 	SCS
	38.

	 	Siemens
	39.

	 	SITEL Corporation
	40.

	 	SourceNet Solutions






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	41.

	 	Stream International
	42.

	 	Sykes
	43.

	 	SOURCECORP
	44.

	 	Teletek Corporation
	45.

	 	The TriZetto Group
	46.

	 	Unisys
	47.

	 	Verizon
	48.

	 	Wipro
	49.

	 	Xerox Corporation






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ATTACHMENT Q




APPROVED AUDITORS




	 	 	 
	1.

	 	KPMG
	2.

	 	Ernst & Young
	3.

	 	PricewaterhouseCoopers
	4.

	 	Deloitte & Touche





If any of the above-listed firms becomes an ACS Competitor, then such firm shall be excluded from
the foregoing list of approved auditors as long as such firm remains an ACS Competitor.





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