Document:

Exhibit 10.2

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

MANAGED SERVICES STATEMENT OF WORK

 

NO. 1

 

(“MSSOW”)

 

between

 

USCC Services, LLC (“USCC”)

 

and

 

Amdocs Software Systems Limited 
 (“Amdocs,” “Consultant” or “Provider”)

 

Effective as of October 1, 2014

 

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

Managed Services Statement of Work

 

No. 1

 

This Managed Services Statement of Work No. 1 (this “MSSOW”) is effective as of October 1, 2014 (the “Commencement Date”) and is entered into pursuant to and under the terms of that certain October 1, 2014, Master Statement of Work for Managed Services (“MSOWMS”) between USCC Services, LLC (“USCC”) and Amdocs Software Systems Limited (“Amdocs,” “Consultant” or “Provider”).  All terms and conditions of the MSOWMS shall apply to this MSSOW, provided that in the event of a conflict between the terms of the MSOWMS and this MSSOW, this MSSOW shall control except with respect to Sections 2.1(b) and 2.1(c) of the MSOWMS.

 

1.                                      Scope of Services

 

1.1                               Provider shall perform the tasks and activities as described herein inclusive of attachments to this MSSOW (all collectively referred herein as the “Services”).

 

1.2                               The Services to be provided hereunder consist of the following four major functional areas (each a “Service Tower”):

 

(a)                                 Tier 2 Front-End and Back-End (as described in Section 6 of this MSSOW)

 

(b)                                 Tier 3/Tier 4 Support (as described in Section 7 of this MSSOW)

 

(c)                                  Billing Operations (as described in Section 8 of this MSSOW)

 

(d)                                 Infrastructure Support (as described in Section 9 of this MSSOW)

 

1.3                               In addition, as part of the Services, Provider shall assign a Customer Operations Manager (the “COM”) to oversee the Service Towers and to be USCC’s main focal point for any questions and/or issues related to the Service Towers. The COM’s role is further described in Section 10 of this MSSOW.

 

1.4                               In performing the Services, Provider shall comply with all of USCC’s Policies (as specified in Appendix C to the MSOWMS).

 

1.5                               Provider Personnel shall be available on a [***] per day basis as required to perform the Services in adherence with the SLAs and KPIs identified in Schedule B to the MSOWMS.  Provider shall monitor Provider’s performance relative to the SLAs and KPIs and provide to USCC reports indicating Provider’s performance against the SLAs and KPIs (including exception details) as described in Schedule B to the MSOWMS.

 

1.6                               Once each calendar quarter, Provider will export into USCC’s SharePoint the USCC-specific data from Provider’s knowledge base for each of the Service Towers.

 

1.7                               In connection with the performance of the Services hereunder, Provider will cooperate with USCC Third-Party Contractors whose systems or applications interface with the B/OSS Solution with respect to such interfaces.  Provider communications with USCC Third-Party Contractors will follow USCC-provided procedures, processes and guidelines including escalation requirements.  Provider will communicate directly with such third parties, except for those specific third parties identified by USCC as ones with whom USCC retains the communication interface for some period of time.  USCC expects to phase in certain third-party communication interfaces with Provider over time to minimize transition risk.  At any time and from time to time, USCC may

 

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Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

modify the status of the communication interface with any third party.  Until such time as USCC may transition each communications interface to Provider, Provider will communicate with USCC with respect to such third parties with whom USCC has retained the communication interface. In all cases (regardless of whether Provider communicates directly with such third parties or USCC requires Provider to communicate indirectly with such third parties through USCC as set forth herein), Provider will work with such third parties in accordance with USCC-specified procedures, processes and guidelines to timely and cooperatively investigate and resolve any inbound or outbound file transfer or other interoperability Issues, Incidents or Problems.  Provider will escalate to USCC any issues related to cooperation or communication between Provider and any USCC Third-Party Contractor, but in no event will Provider be responsible for the performance of any USCC Third-Party Contractor.

 

1.8                               Provider will deliver the Deliverables identified in Annex H to this MSSOW.  With respect to Deliverables identified as “Reports” in such Annex:

 

(a)                                 The number, name, frequency and nature of such Deliverables can be reduced, modified, increased and/or substituted at any time upon the parties’ written agreement.

 

(b)                                 USCC shall be deemed to have Accepted the templates of all such Deliverables to the extent that such Deliverables have been provided to USCC by Provider prior to the Commencement Date.

 

(c)                                  USCC shall be deemed to have Accepted the template of each such Deliverable, the template of which is the same as the template of the applicable report that was provided to USCC by a Third-Party Contractor prior to the Commencement Date.

 

(d)                                 USCC shall be deemed to have Accepted the template of each such Deliverable, the template of which is the same as the template of the applicable report that was generated by USCC for itself prior to the Commencement Date.

 

(e)                                  For each such Deliverable in such Annex as of the Commencement Date to which none of the preceding clauses (b) through (d) apply, during the [***]-day period commencing on the Commencement Date, Amdocs shall submit to USCC a template for each such Deliverable, and USCC shall have [***] days after receipt of each such template to Accept such template or to provide to Amdocs revisions to such template, and Amdocs shall revise each template accordingly until Accepted by USCC acting reasonably. For the avoidance of doubt, Amdocs shall be obligated to deliver each such Deliverable only after its respective template is Accepted by USCC.

 

(f)                                   For each such Deliverable that is added to such Annex after the Commencement Date, Amdocs shall submit to USCC a template for such Deliverable, and USCC shall have [***] days after receipt of such template to Accept such template or to provide to Amdocs revisions to such template, and Amdocs shall revise such template accordingly until Accepted by USCC acting reasonably.  For the avoidance of doubt, Amdocs shall be obligated to deliver each such Deliverable only after its respective template is Accepted by USCC.

 

(g)                                  Recurring versions of such Deliverables for which the applicable template has been Accepted or deemed Accepted under any of the preceding clauses (b) through (f) in this Section shall not be subject to Acceptance by USCC; provided that if USCC identifies any errors or other Issues or problems with such Deliverables, the correction of such errors or other Issues shall be subject to the Incident Management process set forth in Appendix C to the MSOWMS.

 

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Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

2.                                      Term/Termination.

 

2.1                               The term of this MSSOW (the “Term”) shall begin on the Commencement Date and shall end on September 30, 2019 (the “Expiration Date”) unless terminated earlier in accordance with its terms.  If not earlier terminated, the Expiration Date shall be automatically extended five times for one year each time (i.e., a total of five one-year extensions) unless on or before April 1, 2019, or April 1 of the same calendar year thereafter as the then-current Expiration Date, USCC notifies Amdocs in writing of USCC’s intent not to so extend the Term, in which case the Term will expire on the then-current Expiration Date.  Except to the extent modified by this Section, the terms and conditions (including the Fees set forth in Annex C to this MSSOW) during each such one-year extension of the Term shall be the same as from October 1, 2018, to September 30, 2019.

 

2.2                               The parties’ rights to terminate this MSSOW prior to the Expiration Date include those set forth in Section 11 of the MSOWMS.  With respect to Section 11.2(b) of the MSOWMS, USCC shall have the right to terminate for convenience the MS Bundle of which this MSSOW is a part effective on or after September 30, 2017, by (a) providing written notice to Provider at least 90 days prior to the effective date of such termination specified in such written notice; and (b) paying to Provider the termination fee therefor set forth in Annex C to this MSSOW which fee shall be billed by Provider to USCC on the effective date of termination. For purpose of clarification, USCC shall not have the right to terminate this MSSOW or the MS Bundle of which it forms a part for convenience effective prior to September 30, 2017.

 

3.                                      Get-Well Plan.

 

As part of the Services, Amdocs shall timely deploy to production in accordance with the Get-Well Plan attached hereto as Appendix 10 to this MSSOW enhancements and Defect corrections to the B/OSS Solution.  USCC shall not delay or prevent Provider from such timely deployment to production in accordance with the Get-Well Plan.

 

4.                                      Definitions

 

4.1                               “Defect” means a material deviation between the B/OSS Solution and the Specifications. For the purpose of this Section 4.1: “Specifications” means (a) the applicable specifications set forth in the following documentation: Annex O to the Statement of Work dated August 17, 2010 and amended as of July 6, 2011 (the “R1 SOW”), High Level Design (“HLD”) documents delivered under the R1 SOW, Interface Design Documents and final Impact Assessment documents associated with approved Projects, CRs and MERs, in each case delivered by Amdocs and approved by USCC in connection with Statements of Work entered into at any time under the Agreement, including any amendments thereto, any PCRs thereunder and any Work Authorizations related thereto; (b) documentation of Defect fixes recorded in QC tickets associated with Defects opened prior to the Commencement Date; and (c) HLDs for Defect fix bundles delivered by Provider (in an agreed-upon template) and approved by USCC as part of the Change Management process for Defects opened after the Commencement Date. In the event of a conflict between the different Specification documents, the applicable specifications contained in the most recently created document shall take precedence.

 

4.2                               “End-to-End” means (a) with respect to the Production Environment and the B/OSS Solution training environment, all of the associated hardware, software, resources, services, processes and transactions; or (b) with respect to a process, all of the subprocesses and activities and the sequence required to accomplish the goals of the process from the initiation of the process through to completion of the process.

 

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Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

4.3                               “Incident” means an unplanned interruption or failure of the B/OSS Solution functionality (in whole or in part) or a degradation in the performance of the B/OSS Solution or conditions that indicate that such unplanned interruption, failure or performance degradation is likely to occur.

 

4.4                               “Incident Record” or “Incident Ticket” means a record containing the details of an Incident as such record is updated to document the actions taken as part of the End-to-End resolution process.

 

4.5                               “Issue” means a concern raised by one or more USCC Personnel or Provider Personnel.

 

4.6                               “Problem” means the cause of one or more Incidents which may be uncovered through investigation, root cause identification, and other actions that occur as part of the Problem Management Process.

 

4.7                               “Problem Record” means a record containing the details of a Problem as such record is updated to document the actions taken as part of the End-to-End resolution process.

 

4.8                               “Ticket Management” means management of the overall lifecycle of an Incident Ticket including triaging, providing status updates, escalating (as needed), providing workarounds and tracking root cause resolutions.

 

5.                                      Privacy, Data Security and Regulatory Process and Control Requirements

 

5.1                               Provider, while executing the Services, shall comply with the Sarbanes-Oxley Act of 2002 (“SOX”), ISO 27001 and the then-current version of PCI-DSS.

 

5.2                               Provider shall comply with the operational processes listed in Appendix 5 to this MSSOW (each an “Operational Process”) while performing the Services.  The processes listed in Appendix 5 to this MSSOW include the SOX compliance controls for which Provider is responsible and which are addressed in the SOC 1 Type II reporting described in Section 5.4 of this MSSOW.

 

(a)                                 After the Commencement Date, if USCC requires revisions or additions to any of the process mapping flows and controls related to SOX compliance contained in the Operational Processes in order to remain SOX compliant, then USCC shall notify Provider of such required revisions and/or additions (each such notice, a “Requirements Notice”), and the parties shall use all commercially reasonable efforts to complete such revisions and additions within [***] days after Provider’s receipt of the applicable Requirements Notice (or if not completed within such [***]-day period, then as soon as possible thereafter).  Subject to the foregoing, if Provider disputes whether such revisions and/or additions are necessary for USCC’s SOX compliance, then within ten Business Days after Provider’s receipt of the applicable Requirements Notice, Provider shall notify USCC that Provider is disputing whether such revisions and additions are necessary for USCC’s SOX compliance, and such notice shall specify Provider’s fees (using the manpower rates set forth in Schedule C of the MSOWMS) to complete such revisions and additions as well as Provider’s intention to seek payment therefor from USCC.  Such dispute shall be subject to the informal dispute resolution process set forth in Section 2 of Schedule D to the MSOWMS; provided, however, that solely for such purpose, the last sentence of Section 2.2(b)(iv) of Schedule D to the MSOWMS shall be deemed to be replaced with the following:

 

If, after any such resolution of a Level 4 Dispute by USCC’s Vice President of Information Technology, Provider notifies USCC that the Dispute is not resolved to Provider’s satisfaction, then within [***] Business Days after such written notice, such Dispute shall be submitted to arbitration in accordance with the terms and conditions set forth in Section 11.17(b) of the Agreement, except that (A) such arbitration shall be conducted by the arbitrator agreed upon by the

 

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Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

parties pursuant to Section 3.7 of this Schedule D to the MSOWMS; (B) the arbitrator shall render a decision regarding the disposition of such Dispute within [***] Business Days after such Dispute is submitted to arbitration, during which time the parties shall have the opportunity to present their positions to the arbitrator who shall take into consideration:  (I) USCC’s past compliance experience (whether unique to USCC or otherwise) as well as advice received by USCC from its independent and internal auditors and other relevant subject matter experts, and (II) solely to the extent that Provider can demonstrate that Provider presented the following to USCC in writing prior to USCC submitting such Dispute to arbitration:  alternative methods to achieve compliance other than those contained in the Requirements Notice as well as advice received by Provider from Provider’s independent and internal auditors and other relevant subject matter experts; and (C) the arbitrator shall also determine whether Provider failed to act reasonably in contesting such resolution by USCC’s Vice President of Information Technology and whether USCC’s Vice President of Information Technology acted reasonably in determining such resolution.  If the arbitrator determines that either party failed to act reasonably in contesting or determining such resolution, as applicable, then the party determined to have acted unreasonably shall bear the entire cost of the arbitration including, without limitation, the other party’s reasonable attorneys’ fees and expenses.

 

For the avoidance of doubt, USCC shall only be required to pay Provider’s fees to complete such revisions and additions upon a finding that such revisions and additions were not necessary for USCC’s SOX compliance.

 

(b)                                 Notwithstanding the other portions of this Section 5.2 of this MSSOW, the parties acknowledge that, as of the Commencement Date, the process mapping flows and the controls for certain Operational Processes listed in Appendix 5 to this MSSOW are not complete (each a “WIP OP”).  Provider and USCC will perform the actions described in the plan set forth in Section 2.4 of Appendix 5 to this MSSOW in accordance with the schedule of dates specified in such plan in order to finalize the process mapping flows and controls for the WIP OPs.

 

5.3                               Provider will maintain a central repository of all relevant process and control documentation set forth in Appendix 5 to this MSSOW applicable to Provider in providing the Services.  Documents in such repository will serve as the “documents of record” for such processes and controls managed under this MSSOW. Such repository will be a segregated directory accessible only by USCC resources (including impacted business stakeholders) and Provider Personnel with a need to know in connection with the Services. Each party will identify and notify the other party of potential process or control changes in the interaction by Provider with USCC that, to its knowledge, may impact USCC’s policies, controls, processes or procedures.  Whenever USCC reasonably determines that such a process or control change in the interaction by Provider with USCC is required that may impact USCC’s policies, control environment, controls, processes and procedures, USCC shall reasonably determine, in consultation with Provider, the required process or control changes, and within ten days after such determination, Provider shall make the necessary additions or edits to such documentation as reasonably directed by USCC to reflect such process and/or control changes and shall provide the most current versions of such documentation to USCC for review.  Within [***] days after USCC’s receipt of each updated version of the relevant process and controls documentation, USCC will either provide written confirmation to Amdocs that the revised documentation is acceptable or provide to Amdocs in writing the revisions that are required to make such documentation reflect such agreed-upon process and/or control changes.  Within [***] days after Amdocs’ receipt of such revisions, Amdocs shall process such revisions into the documentation and update the repository accordingly.  Within [***] days after the end of each calendar quarter, Provider shall confirm to

 

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Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

USCC in writing that the documentation in the repository is current as of the end of the immediately preceding calendar quarter.

 

(a)                                 After each calendar quarter, Provider shall participate in SOX management testing conducted by USCC, provided that, if such participation requires more than [***] hours of Provider Personnel time in any calendar quarter, Provider shall be entitled to charge USCC for the number of hours in excess of such [***] hours at the manpower rates set forth in Schedule C to the MSOWMS.

 

(b)                                 At any time, if USCC is concerned that a process or control for SOX compliance set forth in Appendix 5 to this MSSOW is not in compliance, USCC will provide written notice to Provider that identifies the potential compliance issue and any facts that are available to USCC forming the basis for USCC’s concern(s).  Within [***] days after receipt of such notice, Provider will respond to USCC in writing with any information that Provider may have that is relevant to such compliance issue(s).  If, after reviewing Provider’s response, USCC determines that the issue(s) have the potential to be significant and therefore merit further investigation, USCC may, upon written notice to Provider at least [***] days prior to commencing an audit under this Section 5.3(b), through an independent auditor that is a registered public accounting firm nationally recognized in the United States and qualified to perform a SOX audit (“SOX Auditor”), subject to USCC and such SOX Auditor executing Provider’s relevant standard confidentiality/nondisclosure agreements, and at USCC’s expense, audit Provider’s processes and/or controls related to such potential compliance issue(s).  If any such audit reveals any significant issues (or [***] or more insignificant issues that taken together become significant) related to such processes and/or controls, then Provider will remediate the non-compliance according to the written remediation recommendation and plan (including the timeline therefor) provided by the SOX Auditor. USCC may, through such auditor, at USCC’s expense, perform additional audit procedures in USCC’s reasonable discretion to ensure that Provider properly implemented all remediation plan activities.

 

5.4                               Provider shall comply with the following SOC 1, Type II, and PCI-DSS reporting requirements:

 

(a)                                 SOC 1, Type II Reporting.  Provider shall retain an independent, registered public accounting firm that is nationally recognized in the United States to perform an audit or series of audits of the control activities, systems and processes established and maintained by Provider and its subcontractors to provide the Services and any other services then being provided to USCC under this MSSOW. Each such annual audit or series of audits shall conform to the requirements necessary to produce a SOC 1, Type II Report as set forth in the American Institute of Certified Public Accountants (“AICPA”) Statement on Standards for Attestation Engagements (SSAE) No. 16, Reporting on Controls at a Service Organization, or in any successor or substitute statement adopted by the AICPA (such report being referred to as a “SOC 1 Report”). The initial annual SOC 1 audit shall be performed for the period commencing on the actual execution date of this MSSOW and ending as of September 30, 2015.  Thereafter, each annual SOC 1 audit shall be performed for a twelve-month period that ends as of a date that is no earlier than September 30th of the calendar year for which the SOC 1 Report is required.  Provider shall provide the SOC 1 Report to USCC promptly upon receipt by Provider, but no later than December 31 of the calendar year for which the SOC 1 Report is required. In addition, Provider shall promptly notify USCC of any areas of significant concern identified in any SOC 1 Report or, on an interim basis, of any areas of significant concern expected to be identified in any future SOC 1 Report, and shall provide to USCC periodic reports regarding Provider’s efforts and progress towards resolving such areas of concern. If required by USCC, Provider will provide a bridge letter for each SOC 1 Report to facilitate annual compliance reporting under the Sarbanes-Oxley Act of 2002 and any regulations promulgated under it.

 

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Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

(b)                                 Agreed-Upon Procedures (AUPs).  Provider shall be accountable to remediate any control failures identified through USCC’s audit and control testing for the period commencing October 1, 2014, and ending on the date that is the later to occur of (i) the date that Amdocs completes Amdocs’ data-gathering procedures in connection with USCC’s audit and control testing of the data provided to USCC, and (ii) the actual execution date of this MSSOW; provided, however, that for any time period prior to the actual execution date of this MSSOW, Amdocs shall only be obligated to provide such data to USCC with respect thereto that is reasonably available to Amdocs.  Provider will support USCC in its SOX Compliance function by performing the tasks specified in Section 2.4 of Appendix 5 to this MSSOW as well as providing information requested and addressing questions in connection therewith regarding the Services provided by Provider in 2014.  For clarification, testing SOX Compliance is the responsibility of USCC, although Provider may propose and the parties may agree on changes to the testing approach.  If Provider is unable to produce a SOC 1, Type II report covering services provided for a time period during the last calendar year that this MSSOW is in place, Provider shall retain an independent, registered public accounting firm that is nationally recognized in the United States to perform an audit or series of audits of the control activities, systems and processes established and maintained by Provider and its subcontractors to provide the Services and any other services then being provided to USCC under this MSSOW.  The result of this audit shall conform to the requirements necessary to produce a Report on Agreed-Upon Procedures (“AUPs”) as set forth in the American Institute of Certified Public Accountants (“AICPA”)  Statement on Standards for Attestation Engagements (SSAE) No. 16, Reporting on Controls at a Service Organization and AT section 201, Agreed-Upon Procedures Engagement.  Provider shall provide the Agreed-Upon Procedures Report to USCC promptly upon receipt by Provider, but no later than December 31 of the calendar year for which the report is required, unless USCC agrees to a later date in advance and in writing. In addition, Provider shall promptly notify USCC of any areas of significant concern identified in any Agreed-Upon Procedures Report or, on an interim basis, of any areas of significant concern expected to be identified in any future Agreed-Upon Procedures Report, and shall provide to USCC periodic reports regarding Provider’s efforts and progress towards resolving such areas of concern. If required by USCC, Provider will provide a bridge letter for each Agreed-Upon Procedures Report to facilitate annual compliance reporting under the Sarbanes-Oxley Act of 2002 and any regulations promulgated under it.

 

(c)                                  PCI-DSS Reporting, Documentation and Related Controls.  USCC is required to maintain and periodically demonstrate compliance with PCI-DSS (Payment Card Industry Data Security Standard). The compliance process requires USCC to undergo an assessment that includes all the system components used to process, store or transmit cardholder data, and any other component that resides on the same network segment as those system components (collectively, “System Components in Scope”). Because Provider will be performing Services for certain of the System Components in Scope, Provider acknowledges that Provider has the ability to impact the security of USCC’s cardholder data environment. Thus, with respect to Provider’s performance of Services for System Components in Scope (which, for the avoidance of doubt, will not include development of enhancements to existing, or the addition of new, System Components in Scope), Provider will provide the Services in compliance with PCI-DSS for controls that are part of the following PCI-DSS Requirements (as such PCI-DSS Requirements may be modified from time to time):  “(i) restrict access to cardholder data by business need to know; (ii) develop and maintain secure systems and applications; and (iii) identify and authenticate access to System Components in Scope.”  As evidence of compliance, Provider will provide when requested, all documentation and evidence that will have shown effectiveness of the controls. If Provider does not undergo its own PCI-DSS assessment, USCC reserves the right to audit through an independent, registered public accounting firm that is nationally recognized in the United States and qualified to perform

 

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Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

a PCI-DSS audit, upon notice to Provider at least [***] days prior to commencing such audit and not more than [***] period, subject to USCC and its representatives executing Consultant’s relevant standard confidentiality/nondisclosure agreements, the processes in order to ensure that Provider is complying with the foregoing.

 

5.5                               Jump Server Access.

 

(a)                                 USCC shall procure and make available to Provider the license quantities (the “Initial Quantities”) of the Third-Party Software listed in Annex C to this MSSOW for installation by USCC on USCC’s Citrix jump server that provides access to USCC’s B/OSS Solution (the “Jump Server”) for use by Provider Personnel in connection with such Personnel’s access to USCC’s B/OSS Solution in performance of the Services in accordance with the MS Bundle. USCC shall be responsible for all fees and expenses associated with the Initial Quantities.  The procurement of any additional license quantities of such Third Party Software for use by Provider as described in this Section (the “Additional Quantities”) is subject to USCC’s approval, provided that the USCC hereby approves the Pre-Approved Additional Quantities specified in Annex C to this MSSOW. USCC shall be responsible for all fees and expenses associated with such Additional Quantities of Third-Party Software which are listed as under USCC’s financial responsibility on Annex C to this MSSOW and will acquire the Additional Quantities specified under the USCC-required Additional Quantities immediately following the Commencement Date. Provider shall be responsible for all fees and expenses associated with such Additional Quantities of Third-Party Software which are listed as under Provider’s financial responsibility on Annex C to this MSSOW.  Provider shall comply with the applicable licensor’s terms and conditions governing Provider’s use of all such Third-Party Software.

 

(b)                                 Except as set forth in Section 5.5(a), all software that Provider may desire to use at its discretion to access directly USCC’s B/OSS Solution in connection with the performance by Provider of the Services in accordance with the MS Bundle is subject to USCC’s prior approval and installation by USCC on the Jump Server.  When seeking such approval from USCC for any such software, Provider shall provide to USCC a copy of the applicable licensor’s terms and conditions that govern installation by USCC on the Jump Server and Provider’s use of such software. If USCC approves such software, it shall be added to Annex C to this MSSOW.  Provider shall pay all fees and expenses associated with such software to the licensor of such software prior to delivery of such software to USCC for installation on the Jump Server. Provider and USCC shall comply with the applicable licensor’s terms and conditions that govern installation by USCC on the Jump Server, and Provider shall comply with the applicable licensor’s terms and conditions that govern Provider’s use of such software. For the avoidance of doubt, USCC will not use such software under the licenses obtained by Provider pursuant to this Section; provided that if USCC is required to use such software together with Provider under licenses obtained by Provider pursuant to this Section, then USCC shall comply with the applicable licensor’s terms and conditions that govern USCC’s use of such software.

 

(c)                                  Each party shall be solely responsible for such party’s acts and omissions in connection with the software listed in Annex C to this MSSOW and associated licenses and the Jump Server.

 

5.6                               For the avoidance of doubt, in the event that USCC discloses to or otherwise grants Provider access to USCC Confidential Information in USCC’s Systems (including, without limitation, via virtual private network such as Citrix) in order to perform Services under this MSSOW, but does not deliver such USCC Confidential Information to Provider, then the requirements set forth in Section 10.1 of the Agreement shall not apply to such USCC Confidential Information while in USCC’s Systems.

 

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Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

6.                                      Tier 2 Front-End and Back-End

 

Provider is responsible for managing, performing and communicating activities related to the SLAs and KPIs that are associated with the Tier 2 Front-End and Back-End Service Tower.  The detailed activities include the following:

 

6.1                               Tier 2 Service Desk.  Provider shall resolve Incidents arising out of or in connection with the B/OSS Solution as identified in the tickets opened in USCC’s Remedy system. The activities include the following:

 

(a)                                 Monitor incoming calls from USCC regarding urgent and escalated tickets that require immediate attention per the Ticket Escalation Flow referenced in Appendix 5 to this MSSOW.

 

(b)                                 Monitor incoming tickets from USCC’s Remedy system for all applications Issues and escalated user-support Issues.

 

(c)                                  Perform Ticket Management and provide resolution based on known solutions and knowledge base.

 

(d)                                 Perform initial triage of tickets and route tickets to:

 

(i)                                     Provider’s Order Management team for all OMS- and Stuck Order-related Issues;

 

(ii)                                  Provider’s Tier 3 Support team for all applications-related Issues;

 

(iii)                               Provider’s infrastructure team for all configuration-related Issues; and

 

(iv)                              USCC’s originator of the ticket for any IT-, System-, Network- and Storage-related Issues that are under USCC’s responsibility pursuant to Section 9.9.

 

(e)                                  To the extent that the applicable mass scripts and recurring scripts have been previously approved by USCC through the Change Management process, run known solutions with such mass scripts and recurring scripts. If a new script is required to resolve a ticket, Provider will seek USCC’s approval to run such script via the Change Management process.

 

(f)                                   Enhance knowledge base for Tier 2 by working with Tier 3/Tier 4 Support teams.

 

(g)                                  Provide USCC with knowledge base updates and known solutions for USCC’s Tier 1 knowledge base to enable first-call resolution by USCC’s Tier 1.

 

(h)                                 Manage Incident- and operational status-related communications both internally and with USCC.

 

(i)                                     Escalate Severity 1 Incidents and Severity 2 Incidents to USCC’s Incident Management Team.

 

(j)                                    Create and manage Root Cause Analysis (RCA) and Root Cause Resolution Actions for Severity 1 Incidents and Severity 2 Incidents including (i) coordinating with all relevant Provider teams; and (ii) providing details (including ongoing status updates) to the USCC Problem Management team.

 

(k)                                 Provide End-to-End management of all Problem Records.

 

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Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

(l)                                     Ensure that all applicable Provider teams are providing timely, complete and accurate data to USCC’s Defect Management team and USCC’s Test Management team as required.

 

(m)                             Manage USCC customer-level escalations in coordination with USCC Tier 1 Support for rapid service restoration.

 

(n)                                 Inform USCC about any third-party interface-related Issues (to the extent known to Provider) so that USCC can engage the relevant third party for resolution. If the third party is managed by Provider, Provider will inform USCC and also work with the third party to achieve resolution.

 

(o)                                 Provide written communication to USCC’s Incident Management team regarding system errors encountered by front-line users that are causing repeated fallout and/or multiple tickets, and such communication shall include guidance on the process that should be followed to avoid such errors.

 

(p)                                 Perform Ticket Management including tickets originated by the following USCC group functions:

 

(i)                                     IS Support Center.  The IS Support Center supports the handling of Remedy tickets that do not qualify for handling by any of the other three teams described in this Section 6.1(p) and also handles escalations and Severity classification disputes.

 

(ii)                                  Billing Business Support (“BBS”).  The BBS supports the handling of Remedy tickets for business customers/calls regarding billing and/or finance related to the B/OSS Solution.

 

(iii)                               Business Escalation Queue (“BEQ”).  The BEQ supports handling of Remedy tickets for business customers/calls related to the B/OSS Solution that do not involve billing and/or finance.

 

(iv)                              TOPS Escalation Queue (“TEQ”).  The TEQ supports handling of Remedy tickets for customers/calls (other than business customers/calls) related to the B/OSS Solution.

 

(q)                                 Communication between Tier 2 Support and non IS ticket initiators will be only through the ticket interface unless authorized by USCC’s IS department. Any communication outside of specific ticket interaction with business will be handled by USCC.

 

(r)                                    With respect to open B/OSS Solution-related tickets as of September 30, 2014 (of which there will be less than [***] such tickets), Provider will attempt to resolve all tickets on behalf of USCC on or before [***], provided that USCC will make available to Provider at USCC’s cost and expense [***] full-time USCC contractors (identified by the parties prior to September 30, 2014) to assist Provider in such effort during such period.  For the purpose of clarification, there will be no SLAs or penalties applicable with respect to such efforts by Provider.

 

6.2                               Production Management — Data Center Operations. Provider shall perform Production Management with Provider’s internal supervisor escalations handled by a Shift Manager and situations requiring escalation to USCC management handled by a Production Manager.

 

(a)                                 Shift Manager.  The “Shift Manager” manages Provider’s resolution of failed processes and critical Incidents (Severity 1 Incidents, Severity 2 Incidents and other Issues that put

 

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Provider’s performance of the Services at risk of Full Service Level Default or Partial Service Level Default (as defined in Schedule B to the MSOWMS)), manages the issuance of alerts from Service Level Dashboard, and obtains updates from other Amdocs and/or USCC teams in cases of Issue evaluations and escalations. The Shift Manager is also responsible for managing the resolution of day-to-day production Incidents and escalating to the Production Manager in cases of critical Incidents as described above.  The Shift Manager’s activities include the following:

 

(i)                                     Inform Provider Personnel and USCC Personnel that are designated by USCC (such USCC Personnel to include individuals working in the IS organization only) on the initiation and periodic status of Incidents, manage technical conference calls for such Incidents and record status of such Incidents in Provider’s notification system.  For Incidents identified by Provider, the Shift Manager will initiate internal conference calls and inform USCC’s Incident Management team who will then initiate the USCC Incident Management process.

 

(ii)                                  Keep USCC informed regarding production Incidents and provide reasonably frequent updates (based upon the type of Incident) via SMS and email until the Incident is resolved.

 

(iii)                               Participate and provide updates on ongoing Incident in the external conference calls initiated by USCC in accordance with the Incident Management process.

 

(iv)                              Monitor Service Level Dashboard for any alerting situations and take actions as necessary to ensure that USCC has visibility to any such situations that may put Provider’s performance of the Services at risk of Full Service Level Default or Partial Service Level Default.

 

(v)                                 Manage and track changes into the Production Environment via USCC Change Management and Release Management processes and USCC tools.

 

(vi)                              Escalate to Production Manager any unresolved Severity 1 Incidents and Severity 2 Incidents.

 

(vii)                           At the end-of-shift turnover between shifts/sites, send to USCC Provider’s internal Incident summary.

 

(viii)                        Follow-up on enhanced monitoring of recurring Incidents and other mitigation activities on a day-to-day basis and keep USCC informed thereof.

 

(ix)                              Oversee all scheduling activities including nightly maintenance bounces and end-of-week and end-of-day activities.

 

(x)                                 Communicate to USCC in a timely manner, either directly or through the Production Manager, any change or variance in plans which create risk or output delay.

 

(xi)                              Communicate to USCC any change or variance in operations that created Issues or did not follow defined procedures.

 

(xii)                           Maintain production run books, internal/external escalation contact details, and emergency procedures.

 

(b)                                 Production Manager.  The “Production Manager” is accountable for B/OSS Solution Production Operations and is responsible for managing all critical Incident escalations

 

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from the Shift Manager including Severity 1 Incidents and Severity 2 Incidents as well as any Issues that could put Provider’s performance of the Services at risk of Full Service Level Default or Partial Service Level Default and overall monitoring of the Services. The activities include the following:

 

(i)                                     Manage communications between internal Provider teams and with USCC IS teams regarding critical Incident escalations from the Shift Manager including Severity 1 Incidents and Severity 2 Incidents as well as any Issues that could put Provider’s performance of the Services at risk of Full Service Level Default or Partial Service Level Default.

 

(ii)                                  Join conference calls initiated by Provider or USCC in order to address the resolution of an Incident so that Provider may provide its plan to restore B/OSS Solution functionality impacted by Incidents and to provide to USCC a description of the issue, impact, and actions being taken by Provider with respect to the Incident as well as requesting any information and/or action from USCC that Provider deems reasonably necessary. Provider will drive resolution of the issues identified on the conference call.  If, however, an Issue is identified as outside of Provider’s scope, then USCC will drive resolution of such Issue, and Provider (A) will remain on the conference call until reasonably released by USCC, (B) will participate in technical resolution, and (C) will provide to USCC all relevant data upon which Provider reached that determination.

 

(iii)                               Provide reasonably complete information to USCC on all production Incidents via direct contact with the USCC Incident Manager and via email to USCC IS leaders.

 

(iv)                              Provide to USCC periodic updates (hourly, daily, weekly or as otherwise reasonably specified by USCC) until the Incident is resolved.

 

(v)                                 Engage the COM and other management team members for critical Incidents as per Provider’s escalation guidelines.

 

(vi)                              Follow up on and manage recurring production Incidents.

 

(vii)                           Escalate and coordinate resolution of at-risk or missed SLAs and KPIs.

 

(viii)                        Serve as one of the key participants in build and implementation activities for releases of the B/OSS Solution.

 

(ix)                              Manage end-of-shift turnover between shifts at Provider’s sites.

 

6.3                               Application Support. Provider is responsible for managing all tickets requiring additional investigation after the tickets have been vetted by Provider’s Tier 2 Support group.  This responsibility includes identifying and routing Defects for resolution by Tier 3/Tier 4 Support or Tier 5 Support. The activities include the following:

 

(a)                                 Manage Tickets vetted by Tier 2 Support groups including Service Desk, Scheduling, Billing Operations and other groups. Examples include, without limitation, tickets related to the following:

 

(i)                                     RIM/RIM LITE/Sales/CRM/MSCC/CIM and all other B/OSS Solution applications

 

(ii)                                  Billing/Batch Job failures

 

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(iii)                               Quantification Impacts/Billing QA/ A/R /GL/Usage

 

(iv)                              Alerts from scheduling

 

(v)                                 Event Processing

 

(b)                                 Use commercially reasonable efforts to attempt to automate to avoid repetitive manual tasks.

 

(c)                                  Update Provider knowledge base in order to permit Provider to improve the handling of future similar issues.

 

(d)                                 Automate and manage transmit process for all Billing, Usage and End of Day / End of Month reports.

 

(e)                                  Fix all error records or error events including, without limitation, usage processing, payment, accounts receivable and other volume transactions.

 

(f)                                   Apply credits or charges via the appropriate credit and charge tools pursuant to USCC’s instructions.

 

(g)                                  Create and maintain USCC-approved data patch scripts and ensure that such scripts meet USCC-approved script standards.

 

(h)                                 Participate in conference calls to provide application expertise for resolution of production Issues.

 

(i)                                     Participate in preparation of Release implementation checklist and release readiness activities.

 

6.4                               Testing Support — Sanity Testing.  Prior to the end of each Daily Maintenance Window, Provider shall perform sanity testing of the B/OSS Solution to ensure that all changes that occurred during the Daily Maintenance Window period are successful. Such sanity testing will also be performed to verify service restoration after each CRM-, RIM-, RIM LITE-, MCSS- and MicroTelecom-related Severity 1 Incident and Severity 2 Incident have been resolved.  Details of sanity testing activities for each of the B/OSS Solution applications are listed in Appendix 6 to this MSSOW.

 

6.5                               Change Management.  Provider shall manage and coordinate Provider’s activities in connection with all changes to the Production Environment and review requests for change approvals with USCC. The activities include the following:

 

(a)                                 Use USCC’s Remedy system for all changes subject to USCC’s Change Management Process including the requirement to obtain prior approval from the USCC Change Approval Board (“CAB”) for any change made by Provider that could impact any USCC system or Provider’s service delivery.

 

(b)                                 In connection with all communications related to USCC’s Change Management Process, manage all such communications with Provider’s organization and each third-party vendor that is a part of the B/OSS Solution.

 

(c)                                  Create and maintain a change schedule of upcoming releases and changes as part of USCC’s Change Management Process.

 

(d)                                 Monitor and report on the implementation of USCC-approved changes made by Provider.

 

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(e)                                  Coordinate with USCC through USCC’s Change Management Process all changes that require service interruption.

 

(f)                                   Conduct activities such as:

 

(i)                                     Create and submit requests for changes including coordination of detailed implementation plans inclusive of steps that need to be executed by USCC.

 

(ii)                                  Coordinate approval from USCC SMEs in advance of CAB meetings.

 

(iii)                               Categorize each change and provide a description of its impact as described in Appendix 7 to this MSSOW.

 

(iv)                              Schedule each change for deployment and verify the successful deployment of the change as part of the closure procedures that are part of USCC’s Change Management Process.

 

(v)                                 Communicate to USCC any variance from plan regarding timing, unsuccessful changes, incomplete or backed-out changes, and escalate to USCC according to USCC-defined processes.

 

(vi)                              Upon receiving each USCC-approved change request, coordinate the deployment of Enterprise Product Catalog (“EPC”) changes into production.

 

(vii)                           Assess and communicate to USCC the potential impacts and risks (if any) associated with the changes USCC introduces when publishing a new version of EPC (such changes to be governed by the Change Management process, and if reasonably practicable, USCC shall inform Provider of such planned changes at least two weeks in advance).

 

6.6                               Order Management System Support (“OMS Support”).  Provider shall manage all orders originating in the B/OSS Solution including ensuring that orders are processed in a timely manner.  The activities include the following:

 

(a)                                 Escalate for resolution by Tier 3/Tier 4 Support, as appropriate, OMS Issues (including Stuck Orders causing delays/failures in processing of orders).

 

(i)                                     Execute USCC-approved (such approval to be obtained via the USCC’s Change Management process) work-around scripts provided by OMS Support, Tier 3 Support/Tier 4 Support or implement other short-term options to resolve order Issues.

 

(ii)                                  Apply automation to ensure quick recovery until a long-term solution is provided by Provider.

 

(iii)                               Open Problem Records for unique order failures and manage such Problems to root cause resolution.

 

(iv)                              Escalate Issues to Tier 3/Tier 4 Support.

 

(v)                                 Identify and propose to USCC solutions to improve order flow to help avoid Stuck Orders.

 

(vi)                              Notify the Shift Management team about high-impact fallout Incidents.

 

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(b)                                 Resolve Incidents by executing USCC-approved data patch scripts

 

(c)                                  Perform routine analyses of the order trending/patterns. Details include the following:

 

(i)                                     Recommendations for improvement;

 

(ii)                                  Escalations of anomaly trends (e.g., spikes/drops in volumes when compared to previous similar timeframes); and

 

(iii)                               Reprocessing of order fallout and exceptions which will be handled as Issues according to their respective impact and priority.

 

(d)                                 Support the planning and execution of Mass Order activities (“MOA”) including (i) creating the implementation plan to be approved through the Change Management Process, and (ii) providing daily reports to USCC IS Operations regarding results of the MOA.

 

(e)                                  Maintain, manage, and share with USCC the USCC-specific Methods & Procedures (“M&P”) and USCC-specific data from Provider’s knowledge base.

 

(f)                                   Resolve high-priority escalations and tickets from USCC to ensure timely turnaround on order failures.

 

(g)                                  Provide ordering expertise to USCC for ad hoc requests and involve a Provider Business Analyst if needed.

 

(h)                                 Monitor and manage order fallout in the B/OSS Solution as well as in Third-Party Software (including SAP).

 

(i)                                     Perform sample audits and analyses of trends and fluctuations.

 

(j)                                    Resolve Stuck Orders.

 

(k)                                 Manage and resolve Remedy tickets related to Incidents in order flows

 

(l)                                     Use commercially reasonable efforts to attempt to automate the resolution of recurring Stuck Orders

 

(m)                             Support USCC as needed for USCC’s interactions with its customers for the collection of data and/or coordination of changes to resolve Stuck Orders.

 

7.                                      Tier 3/Tier 4 Support

 

Provider’s Tier 3/Tier 4 Support team handles Incidents that are reported by Tier 2 and Defects that are escalated by Tier 2 including:  (a) participating in Incident management process; (b) triaging defects (i.e., analyze and classify Defects and provide immediate fixes when possible); (c) providing fixes for Defects in the Production Environment and the B/OSS Solution training environment; and (d) participating in release deployment.  The activities include the following:

 

7.1                               Participate in Incident Management Process.  Participate in conference calls when Severity 1 Incidents and/or Severity 2 Incidents are raised and follow USCC’s Incident Management process and Problem Management process in order to find resolution and minimize the impact on USCC’s business.  The activities that may be required include, without limitation, reviewing log files and queues and making necessary decisions for restoring the B/OSS Solution.  If an Incident requires an immediate data or code fix, Provider will provide such data or code fix.  If an Incident is not code- or data-related, then it will be routed to the appropriate Provider or USCC team.

 

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7.2                               Triaging Defects.  When a Defect is escalated by Provider’s Tier 2 Support team to Provider’s Tier 3/Tier 4 Support team using Provider’s ticket tracking system, Provider’s Tier 3/Tier 4 Support team will analyze the Defect and do one of the following:

 

(a)                                 Provide a work-around if requested by the Tier 2 Support team;

 

(b)                                 If a code fix is required, assign the Defect to the appropriate Provider development team and establish a target due date and/or release for Defect resolution; or

 

(c)                                  If an Incident is not reproducible or is not a Defect, return it to Provider’s Tier 2 Support team.

 

If additional data is required by Provider in connection with a Defect, Provider will identify its specific needs and add them to the applicable ticket.  If the issue is caused by user error, Provider will update the ticket with an explanation so that Provider’s Tier 2 Support team can understand the issue and close the ticket.

 

7.3                               Provide Fixes for Defects.

 

(a)                                 When a code fix is required, Provider will provide the code fix, complete unit testing, send the fix to the appropriate testing team.

 

(b)                                 After fixing the code, add to the Defect record in Quality Center an identification of the source of the issue (e.g., design gap or code error).

 

(c)                                  If a Defect requires a fix to the Core Product, Provider’s Tier 3/Tier 4 Support team will work with Provider’s R&D team and will provide all details necessary to reproduce and fix the Defect.  After Provider’s R&D team fixes the Defect, Provider’s Tier 3/Tier 4 Support team will integrate the Defect fix with other Defect fixes, if any, and will develop a deployment plan therefor.

 

(d)                                 Providing impact, risk and feasibility assessment for Severity 1 Defects, Severity 2 Defects, escalated billing-related Defects and other prioritized business Defects.

 

7.4                               Participate in Release Deployment.  Provider’s Tier 3/Tier 4 Support team will participate in release planning and obtain the necessary knowledge from the appropriate Provider development team.  Such activities will include:

 

(a)                                 Providing subject matter expertise in quality review of release design including reviewing the functional approach as well as any operational or performance risks.

 

(b)                                 Providing production expertise including data model knowledge.

 

(c)                                  Reviewing all upcoming release changes and providing recommendations with respect thereto as such team deems appropriate.

 

(d)                                 Supporting implementation planning.

 

(e)                                  Supporting testing team’s testing of Defect fixes.

 

(f)                                   Coordinating development support during and immediately after deployment of each release.

 

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(g)                                  Supporting the COM and USCC’s business and IS stakeholders in understanding expected changes due to releases and impacts of releases on operational processes or parameters (known as post-release predictions).

 

7.5                               Resolve Defect Backlog.

 

(a)                                 Provider will Resolve Defects that were identified or otherwise occurred in the Production Environment and were known to Provider during the period commencing on March 5, 2014, and ending on the Commencement Date (each a “Backlog Defect”) as follows: (i) Backlog Defects that are Severity 1 Defects or Severity 2 Defects shall be Resolved by the fifth major B/OSS Solution code release (also known as “Release 5”); (ii) no less than [***]% of Backlog Defects that are Severity 3 Defects and Severity 4 Defects will be Resolved by Release 5; and (iii) Backlog Defects that are Severity 3 Defects and Severity 4 Defects that are not Resolved by Release 5 shall be Resolved by the sixth major B/OSS Solution code release (also known as “Release 6”).

 

(b)                                 The Service Level Targets shall not apply to the Backlog Defects that are Resolved in accordance with the timeframes set forth in Section 7.5(a) of this MSSOW, provided that the following Backlog Defects shall be subject to the applicable Service Level Targets based upon the date that the Backlog Defect was identified:  (i) any Backlog Defect that is a Severity 1 Defect or Severity 2 Defect that is not Resolved by Release 5; (ii) if less than [***]% of the Backlog Defects that are Severity 3 Defects and Severity 4 Defects are Resolved by Release 5, then the number of Backlog Defects that are not then yet Resolved that equals the percentage difference between [***]% and the percentage of the Backlog Defects that are Severity 3 Defects and Severity 4 Defects that were Resolved by Release 5 (the oldest Severity 3 Defects based upon date of identification through the newest should be counted before any Severity 4 Defects which should then be considered from oldest to newest); and (iii) any Severity 3 Defects and Severity 4 Defects that are not subject to the Service Level Targets pursuant to clause (ii) of this Section 7.5(b) and are not Resolved by Release 6.

 

(c)                                  For the purpose of this Section 7.5, “Resolved” means that (i) a fix for a Defect has been delivered and tested as part of a B/OSS Solution code release, as indicated in the applicable release notes; or (ii) a standalone Hot Fix for a Defect has been delivered outside of a release and passed testing, as indicated in Quality Center by the change of the Defect’s status to “HF Passed”; or (iii) a standalone Hot Fix for a Defect has been delivered outside of a release, as indicated in Quality Center by the change of the Defect’s status to “Fixed”, and that status has not changed in over [***] days.  For clarity, once a Defect is Resolved in accordance with the preceding sentence of this Section 7.5(c), if the same Defect is at any time thereafter identified in the Production Environment, then such later identified Defect and its Resolution will be handled as a new Defect subject to the Defect Resolution Service Level set forth in Exhibit B-1 to Annex B of this MSSOW.

 

(d)                                 If Provider is unable to reproduce a given Backlog Defect, then Provider shall notify USCC in writing that Provider is unable to reproduce such Backlog Defect, and USCC shall have a period of [***] days thereafter to provide to Provider then-current data substantiating that the Backlog Defect still exists in the Production Environment, and based upon such data, Provider shall continue to work on such Backlog Defect until it is Resolved.  If USCC is unable to provide such data within such [***]-day period, then such Backlog Defect shall be cancelled and deemed Resolved.

 

(e)                                  Provider and USCC shall cooperate and work together (including, without limitation, in joint sessions) to ensure that no less than [***]% of the Backlog Defects designated to be Resolved by Release 5 have an agreed-upon disposition (i.e. after all missing

 

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supporting information has been provided, rejections have been discussed, and cancellations, as applicable, have occurred) no later than [***].

 

(f)                                   Provider and USCC shall cooperate and work together in (including, without limitation, in joint sessions) to ensure that no less than [***]% of the Backlog Defects designated to be Resolved by Release 6 have an agreed-upon disposition (i.e. after all missing supporting information has been provided, rejections have been discussed, and cancellations, as applicable, have occurred) no later than [***] days prior to the date that Release 6 is deployed to production.

 

8.                                      Billing Operations

 

Provider is responsible for managing, performing and communicating activities related to the SLAs and KPIs that are associated with the Billing Operations Service Tower.  The detailed activities include the following:

 

8.1                               Scheduling.  Provider shall run batch jobs, billing jobs, ad hoc jobs, bounces, and reruns; perform alert handling, manage failed jobs, and provide escalations to Shift Manager for critical Issues and Provider’s Application Support team for alerts and failures. This applies to all phases of all bill cycles (as well as consolidated billing) including final file delivery. The activities include the following:

 

(a)                                 Run billing and batch jobs, B/OSS Solution-related jobs currently in both AMC Operational and Tivoli Work Scheduler.

 

(b)                                 Execute EOD, EOW, EOM and nightly bounces.

 

(c)                                  Monitor and manage timely resolution for the following:

 

(i)                                     Long-running billing and batch jobs

 

(ii)                                  Usage Processing and related usage fallout (except as specified in Section 11 of this MSSOW)

 

(iii)                               Billing and EOD executions

 

(iv)                              System alerts

 

(d)                                 Run CAB-approved ad-hoc scripts.

 

(e)                                  Manage the following or escalate to Provider’s Application Support:

 

(i)                                     Job failures

 

(ii)                                  Daemon down

 

(iii)                               Online bounces

 

(iv)                              Alerts

 

(v)                                 Usage processing

 

(vi)                              Billing rejects

 

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(f)                                   Notify the Shift Manager of Issues impacting SLAs and/or user/customer experience.

 

(g)                                  Document solutions in knowledge base after discussing such solutions with other applicable Provider teams

 

(h)                                 Assign SMEs to participate on conference calls for resolution of any production Issues related to batch jobs and billing

 

(i)                                     Configure customer data for consolidated billing including MABEL and MobilSense.

 

8.2                               BIMS Tool.  On or before the [***] day after the Commencement Date, Provider shall Implement the BIMS Tool and configure the BIMS Tool to load billing data and generate exception reports that enable the identification of certain potential billing and/or revenue impacting issues.  Provider shall make such Tool available to Provider Personnel and to USCC Personnel in the Information Systems (“IS”) organization and the Revenue Assurance (“RA”) organization as follows:

 

(a)                                 At any one time, the aggregate total number of Administrative Users and Account Users who are actively querying data will be limited to seven.

 

(b)                                 “Administrative User” means a user of the BIMS Tool who has rights to create and modify reports.  USCC will be entitled to three Administrative Users.

 

(c)                                  “Account User” means a user of the BIMS Tool who has rights to view reports and data that exist in the B/OSS Solution or that are created by the Administrative Users.  USCC will be entitled to 40 Account Users.

 

8.3                               QA Billing/Auditing. Provider shall audit sample bills, Usage/Traffic, and Cycle Management; generate Audit Reports for Accounts Receivable (“A/R”)/General Ledger (“GL”), and Billing; and manage communications for billing and audit Issues.  The activities include the following:

 

(a)                                 Billing QA

 

(b)                                 Billing and Accounts Receivable audits

 

(c)                                  Trending of billing audits

 

(d)                                 Management of bill validation as part of the release life cycle, including:

 

(i)                                     Run billing during testing of releases — limited to two bill cycles (or up to three additional bill cycles if USCC reasonably determines such additional cycles are necessary).

 

(ii)                                  Produce invoices and reports for USCC RA purposes.

 

(iii)                               Review and prioritize with USCC the provision of Defect fixes by Provider that arise from the bill validations.

 

(iv)                              Provide recommendations related to USCC’s “go/no-go” decisions for releases

 

(v)                                 Perform project planning in cooperation with USCC for bill validation activities and jointly execute such plans, provided that Amdocs shall retain overall responsibility for managing each such project.

 

(e)                                  Audits of usage and event records

 

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(f)                                   Audits of consolidator billing output

 

(g)                                  Reruns/fixes/additional batch jobs

 

(h)                                 Communicate with USCC IS related to (i) Bill Cycle timing and coordination; (ii) USCC approvals; (iii) sharing of best practices; (iv) process improvements; (v) reject and corrective handling; (vi) Issues and options for Bill Cycle activities.

 

8.4                               Cycle Management.  Provider shall perform the Bill Cycle management activities including the following:

 

(a)                                 Obtaining Bill Cycle approvals from USCC.

 

(b)                                 Fulfilling information requests and marketing-related special requests.

 

(c)                                  Monitoring production including monitoring of Bill Cycle performance, Bill Cycle QA, report delivery, End of Cycle (“EOC”), and electronic bill status.

 

(d)                                 Performing analyses to predict (i) timing for successful/complete Bill Cycle runs, and (ii) timing to address/resolve rejected and held bills.

 

(e)                                  Executing processes to confirm that billing balances post to customer accounts after each Bill Cycle.

 

(f)                                   Performing Billing Audit Support including the handling of ad-hoc requests related to potential issues found during USCC’s billing audit, billing audit support and facilitation, and trending support.

 

(g)                                  Reporting to USCC including reporting of (i) monthly team metrics, (ii) billing status, (iii) audit finds, and (iv) review of potential and/or actual impacts on billing caused by a B/OSS Solution code release.

 

8.5                               Revenue Assurance (A/R, Usage and Billing).  Provider shall perform the revenue assurance services including the following activities for all B/OSS Solution output related to A/R, usage and billing:

 

(a)                                 Perform pre-cycle preparation including coordinating QA sample accounts, determining readiness based on Issues found in previous cycles, and creating billing cycle folders and tracking tools.

 

(b)                                 Perform billing audits and invoice QA including financial trending and analyses and investigating exceptions.

 

(c)                                  Perform billing approval and confirmation including obtaining confirmation of audit completion and cycle approvals from internal Provider teams and USCC teams and reporting and tracking approvals, confirmations, and fulfillment activities.

 

(d)                                 Perform daily End-to-End usage balancing of system-wide, usage-related inputs and outputs.

 

(e)                                  Perform In-Collect and Out-Collect processing.

 

(f)                                   Coordinate and resolve file processing errors and fallout Issues.

 

(g)                                  Coordinate end-user device-related activities including migrations and switch upgrades.

 

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9.                                      Infrastructure Support

 

Provider shall perform infrastructure services to support the Production Environment and the Non-Production Environments listed in Appendix 2 to this MSSOW including the following services: Environment Integration, Application Database Administration, Middleware Administration, Configuration Control, and Capacity Planning and Monitoring. Additional Provider responsibilities and accountabilities for Non-Production Environments are set forth in Appendix 1 to this MSSOW. For the third-party systems not operated by Provider as part of the B/OSS Solution (e.g., EDW, ODS, IVR, MyAccount, SAP, and CyberSource), Provider shall be responsible for all infrastructure interface configurations to and from the B/OSS Solution.  The activities include, without limitation, the following:

 

9.1                               Environment Integration.

 

(a)                                 Maintain and provide Infrastructure support for existing USCC testing, development and training environments and build-out of new environments to meet various business needs of USCC.

 

(b)                                 Design environment architecture for any new components of the B/OSS Solution by identifying the number of components/environments required based on USCC’s needs and business requirements and optimizing the hardware and software asset utilization.

 

(c)                                  Provide ongoing maintenance of the environments by developing tools/utilities for scheduled reboot of the environments and apply changes/modifications using a tightly controlled method.

 

(d)                                 Deploy new builds, releases, and software upgrades for implementing new CRs and enhancements using Configuration Control.

 

(e)                                  With respect to the applications, Systems and environments set forth in Appendix 8 to this MSSOW, monitor (i) the Production Environment commencing no later than December 15, 2014; and (ii) all such Non-Production Environments commencing no later than February 15, 2015.  For the avoidance of doubt, the date upon which Amdocs commences such monitoring shall not affect the applicability of the SLAs and KPIs to the Services (or the parties’ respective rights and obligations related thereto).

 

(f)                                   Perform environment upgrade/build/bounce and data refresh for each environment in accordance with the testing requirements and timelines for each release.

 

(g)                                  Administer daemons, operational batch jobs and software scheduling.

 

(h)                                 Perform log file archiving and cleaning for all B/OSS Solution applications.

 

(i)                                     Identify themes from each release and apply lessons learned to optimize and reduce the total number of Incidents through environment standardization, automation and repeatable processes/tasks in preparation and management of Non-Production Environments.

 

(j)                                    Support and maintain self-service tools. Provider will continue to be responsible for the deployment of builds, upgrades, and Hot Fixes, execution of bounces and data refreshes.  After the self-service tools are functioning, Provider will continue to be responsible for any activity the self-service tool fails to perform or is not designed to perform.

 

(k)                                 Administer Provider’s infrastructure tools such as Genesis, Boot Manager, Hot Fix Tool, Tiger Tool, and the self-service tools.

 

21

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

(l)                                     Install, maintain and administer the batch job scheduling tool.

 

(m)                             Upon USCC’s request, perform the infrastructure environment tasks listed in Appendix 4 to this MSSOW (in accordance with the applicable lead and implementation times set forth in Appendix 4 to MSSOW).

 

(n)                                 Integrate Non-Production Environments with external interfaces and downstream applications (such as Spectrum/Vertex, ESB/DP, EBI, ODS, etc.) in accordance with project and/or release requirements.

 

(o)                                 Support Testing and Development activities in the Non-Production Environments by investigating and troubleshooting environment Incidents, providing RCAs and identifying permanent remediation solutions to prevent recurring Issues.

 

(p)                                 Perform infrastructure Sanity Testing after each environment upgrade and build push and support Provider’s Testing team with any issues in Sanity Testing performed by such Testing team.

 

(q)                                 Analyze the performance of the environments set forth in Appendix 8 to this MSSOW and make actionable recommendations to USCC’s Infrastructure group for system performance Issues and to Provider Delivery organizations for application and environment performance Issues.

 

(r)                                    Provide the automated self-help tools listed in Appendix 9 to this MSSOW (the “Self-Service Tools”).  Provider will provide training, knowledge transfer and documentation on how to use the Self-Service Tools including, without limitation, run books, user guides, tool logs location and how to interpret them, common Issues and resolutions, etc.  Provider may introduce additional self-service tools as appropriate.

 

(s)                                   Maintain up-to-date Environment Pages and Environment Dashboard documentation describing the configuration details for all Non-Production Environments.

 

(t)                                    Perform all changes to the environment configurations in accordance with the Technical Release Notes, and track and document all manual changes to ensure they are included in the production cut-over.

 

9.2                               Application Database Administration.

 

(a)                                 Identify, tune, and resolve application queries causing application or database performance impacts. Maintain database statistics for optimal execution plans and transform application data access methods to improve efficiency.

 

(b)                                 Support the obfuscation of PCI, PII, and CPNI data by identifying the applicable elements as defined by USCC (Table and Column combinations).  Determine the appropriate method of obfuscation that is supported by the application.

 

(c)                                  Monitor/trace the database transactions End-to-End in response to Incidents and identify the bottlenecks for the resources that can be fine-tuned.

 

(d)                                 Maintain Application Database schema in all in-scope environments.

 

(e)                                  Perform copy Ban requests (DB Extract).

 

(f)                                   Provide application database support at every level of release (i.e., from code repository to environmental data).

 

22

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

(g)                                  Review and approve development schema changes for consistency and stability.

 

(h)                                 Execute required steps of approved changes during Daily Maintenance Windows to deploy Hot Fixes and builds including reviewing and testing of all SQL scripts in a full-volume environment. Notify and coordinate with the USCC team for database replication.

 

(i)                                     Troubleshoot ongoing release/production support Issues from the Application DBA standpoint including participation in outage conference calls and the necessary RCA follow-up activities.

 

(j)                                    Support the restoration of the database instance through the application of archive logs after USCC restores the full instance from the back-up (including any incremental back-ups).

 

(k)                                 Support the database instance from an application perspective at source and target for the environments set forth in Appendix 8 to this MSSOW for the database technologies such as Standby, BCV, Flash and SNAP, provided that USCC will obtain a license to use the technology to replicate such instance.

 

(l)                                     Perform clean-up and capacity management of all temporary objects created in the Production Environment by Provider’s application support teams.

 

(m)                             Perform database set-up after physical database restore, clone, or creation (including database dblinks, reference data refresh, and configuration items).

 

(n)                                 Perform certification of appropriate Oracle database versions and patch sets.

 

(o)                                 Open and escalate cases with Oracle and any other applicable database vendors for production Incidents (to the extent that such Incidents relate to application database services).

 

9.3                               Middleware.  Provider will administer with respect to the tasks defined below the middleware technologies within the scope of the B/OSS Solution . Provider is responsible for configuration of B/OSS Solution system certificates that are managed and supplied by USCC. For all other out-of-scope middleware technologies and systems, Provider is only responsible for configuration of B/OSS Solution system interfaces to those technologies and systems.

 

(a)                                 Manage production and non-production middleware for in-scope environments.

 

(b)                                 Manage infrastructure for front-end web applications and web services and interfaces to/from the ESB.

 

(c)                                  Tune middleware for optimal performance and throughput using Provider’s deep-dive tools.

 

(d)                                 Implement continuous improvement and stability initiatives.

 

(e)                                  Monitor middleware layers in the Production Environment to proactively manage performance Issues and error conditions.

 

(f)                                   Implement security and functional patches in accordance with USCC’s Change Management Process to keep instances stable and supportable by Oracle and any other applicable middleware software vendors.  Maintain a rolling [***]-day schedule to deploy the patches and keep up with patching to fix security vulnerabilities and resolve published bugs.

 

23

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

(g)                                  Open and escalate cases with Oracle and any other applicable middleware software vendors for production incidents.

 

(h)                                 Manage middleware changes and Incident Records.  USCC shall provide a work plan if there are any changes to be performed by USCC.

 

9.4                               Infrastructure Management.

 

(a)                                 Coordinate production and non-production infrastructure activities among Provider’s B/OSS Solution support teams.

 

(b)                                 Serve as the infrastructure escalation point for production and non-production Incidents.

 

(c)                                  Provide infrastructure-related input and recommendations in accordance with the production change management process.

 

(d)                                 Provide infrastructure-related input and recommendations to non-production upgrade schedules.

 

(e)                                  Provide infrastructure-related input and recommendations for release and maintenance checklists and reviews.

 

(f)                                   Perform production change management controls for Provider Infrastructure changes in accordance with USCC’s Change Management Process.

 

(g)                                  Serve as Manager-on-duty for production and non-production infrastructure Issues.

 

(h)                                 Coordinate infrastructure release tasks and timelines with all Provider teams as well as USCC Release Management team for in-scope services.

 

(i)                                     Coordinate Provider application deployments, lessons learned and best practices.

 

(j)                                    Manage and coordinate production deployment of Provider Infrastructure changes.

 

(k)                                 Track production changes, best practices and lessons learned to enhance Provider’s knowledge base and for continuous improvement.

 

9.5                               Configuration Control.

 

(a)                                 Design, configure, synchronize, and build development environments for different versions and releases to implement USCC’s CRs and enhancements.

 

(b)                                 Perform maintenance, synchronization, and stabilization among different Third-Party Software (e.g., Oracle, Java, Syncsort, etc.) on different platforms.

 

(c)                                  Ensure source code repository for the B/OSS Solution is available to maintain different versions of source code and synchronize between the different versions to ensure any Hot Fixes deployed to production are not overwritten by new development.

 

(d)                                 Manage versions and maintain inventory of Hot Fixes/builds throughout the release lifecycle for “n plus 2” releases.

 

(e)                                  Manage infrastructure and software configurations and provide architectural information to USCC infrastructure team related to application models and processes to aid in impact analyses to be performed by USCC.

 

24

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

(f)                                   Ensure all environment configurations are consistent across the various types of environments (e.g., SIT, DEV, E2E and PTE).

 

9.6                               Capacity Planning.

 

(a)                                 Monitor trending for B/OSS Solution applications and all other capabilities that are in scope for Provider.

 

(b)                                 Develop and deliver to USCC infrastructure monthly performance data analysis for planning capacity based on business volumes for at least [***] months into the future.

 

(c)                                  Forecast and predict business volumes and machine performance and provide reports to USCC with respect thereto. Sample reports are shown in Appendix 3 to this MSSOW.

 

(d)                                 [***] months, conduct B/OSS Solution true-up analysis and provide capacity recommendations to USCC for B/OSS Solution to ensure sufficient hardware is available to accommodate the demands of daily production and non-production activities.

 

(e)                                  Provide sizing and recommendations for special project initiatives and any new CRs that may impact capacity demand. (USCC is responsible for providing business forecasts and project details impacting capacity, and Provider will furnish the sizing and recommendations within [***] weeks after receiving such forecast and details.)

 

(f)                                   Install collection probes on all B/OSS Solution servers to gather capacity planning data. (USCC is responsible for providing required permissions/approvals.)

 

9.7                               Monitoring.

 

(a)                                 Monitor the Production Environment to ensure application performance meets or exceeds the KPIs and SLAs.

 

(b)                                 Set up proactive notification/alerting mechanisms for early detection of Issues to enable Provider teams to rapidly investigate and resolve situations before any impacts are experienced by USCC’s business thereby preventing any downtime/outage situation.

 

(c)                                  Collect production data for monitoring, reporting, capacity planning, and KPI and SLA measurement.

 

(d)                                 Design, implement and configure the optimal monitoring strategy based on USCC B/OSS Solution application needs and business to encompass the End-to-End business transactions/flows.

 

(e)                                  Create new monitoring plug-ins and extracts (other than those that require application development) to support on-going needs and new CRs and enhancements to satisfy B/OSS Solution business growth and needs.

 

(f)                                   Implement data collection for different systems (HW servers, Database, Middleware Layer as utilized within the application), provided that USCC is responsible for installation of monitoring components requiring “root” access on USCC Servers.

 

(g)                                  Use Provider’s monitoring system to gather B/OSS Solution server utilization and other architecture information for use by Provider in troubleshooting, operations, and capacity planning. (Monitoring and alerting for core architecture and physical database remains the responsibility of USCC.)

 

25

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

(h)                                 Create and maintain dashboards and views for production monitoring and operations, and make all such dashboards and views available to USCC.

 

(i)                                     Feed into the USCC monitoring solution critical alerts from Provider monitoring that correlate to business impacts.

 

(j)                                    Manage monitoring system maintenance windows to halt alerts to USCC during maintenance and release times.

 

(k)                                 Provide ongoing support for patches and upgrades for monitoring software and infrastructure.

 

(l)                                     Provide ongoing health checks for the availability and reliability of the monitoring infrastructure.

 

(m)                             Provide advance notice and coordinate implementation of any increases to architecture capacity and related IT support for the Provider monitoring data gathering instances that must run on USCC’s system/network.

 

(n)                                 Collaborate with USCC to provide network connectivity to allow data transfer of monitoring KPIs from data gathering instances to Provider’s central monitoring system.

 

9.8                               General Infrastructure Support.

 

(a)                                 Manage Provider Infrastructure tickets at production and non-production level.

 

(b)                                 Subject to prior approval through the USCC Change Management Process, deploy infrastructure release components (including readiness and staging) to the Production Environment.

 

(c)                                  Measure, report and proactively analyze and solve performance Issues related to USCC’s Infrastructure.

 

(d)                                 Provide High Availability (“HA”) design recommendations to USCC infrastructure.

 

9.9                               Exclusions.

 

(a)                                 Areas of Provider accountability do not include the following if the applicable hardware is located other than at a Provider facility:  (a) IT infrastructure support services such as Unix/Linux OS and server administration, (b) Windows administration, (c) Network administration, (d) storage and back-up services, (e) vendor and asset management, (f) physical data center services, and (g) physical database administration.

 

(b)                                 USCC’s responsibilities and accountabilities for the Non-Production Environments are set forth in Appendix 1 to this MSSOW.

 

10.                               Customer Operations Manager

 

The COM shall be responsible for managing and communicating activities related to the Service Towers listed under Section 1.2 of this MSSOW in accordance with the agreed-upon SLAs and KPIs.  The detailed activities of the COM include the following:

 

10.1                        Serve as the day-to-day interface for critical Issues in production systems.

 

26

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

10.2                        Serve as an escalation point for any Issues within the scope of the Services.

 

10.3                        Lead and drive (a) resolution of Issues; and (b) identification and impact assessment or quantification of Issues in accordance with the Service Level Targets (based upon the severity of each Issue)

 

10.4                        Review production RCAs to identify critical production Issues.

 

10.5                        Coordinate individual or packaged Hot Fixes and production immediate fixes with Tier 3/Tier 4 Support and testing teams in accordance with USCC’s Change Management Process before deploying such fixes into production.

 

10.6                        Participate in daily management production calls including management CAB meetings.

 

10.7                        Manage monthly partner meeting to review all SLAs and KPIs with USCC.

 

10.8                        Participate in USCC daily production calls and share B/OSS Solution updates including action plans for missed SLAs and KPIs.

 

10.9                        Provide timelines and steps to be executed by Provider as input to the overall release timeline for development and infrastructure upgrades.

 

10.10                 Provide status of development and System Testing for a production immediate fix to USCC IS Operations.

 

10.11                 Serve as escalation point for any disputes or major Issues.

 

10.12                 Provide information on infrastructure and operational steps including any validation processes to create implementation for release deployment.

 

10.13                 Provide predictive analyses as agreed upon, prior to any release to share insight on operational/process impacts and benefits.

 

10.14                 Provide after action review after any release to compare planned and actual impacts as well as lessons learned.

 

10.15                 Enforce access control policy for B/OSS Solution support as defined by USCC.

 

10.16                 Coordinate release post-deployment Warranty support and ensure Problem resolution.

 

10.17                 Prioritize Problem Records according to USCC business needs, subject to approval by the USCC’s Defect Management function.

 

10.18                 Interface with USCC Engineering to investigate and resolve TurboCharging/SCP Issues and in planning upgrade and release activities when needed.

 

10.19                 Provide demand forecast for releases and any special launches that are agreed upon, including the following indicators:  (a) Ticket management, (b) Defect management, (c) Stuck Order fallout, (d) billing rejects and holds, and (e) any other agreed-upon indicators as and when needed.

 

11.                               Out of Scope Activities

 

The parties confirm that the following tasks and activities are outside the scope of the Services. For the avoidance of doubt, the following list is not comprehensive.

 

27

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

11.1                        Updates of EPC and BPT data and table entries, excluding deployment activities.

 

11.2                        Approvals of financial or customer impacting decisions.

 

11.3                        Approvals of bill cycle or credits/adjustments.

 

11.4                        Performance and approval of revenue assurance financial audit, excluding quality checks for usage, bill cycle and financial output.

 

11.5                        Cost and relationship management with Print and Mail Center (“PMC”), actual printing and mailing of bills.

 

11.6                        Cost and relationship management with Third-Party Contractors under USCC’s financial responsibility.

 

11.7                        Serving as a primary point of contact with USCC business partners.

 

11.8                        Investigation and Resolution of root cause problems in USCC Systems (e.g., Network Elements fix) following initial triage by Provider.

 

11.9                        Performing help desk activities (Tier 1).

 

12.                               Additional Obligations

 

The additional obligations described in Annex J to this MSSOW shall apply, subject to the terms thereof.

 

IN WITNESS WHEREOF, the parties have executed this MSSOW as of the Commencement Date by their duly authorized representatives in one or more counterparts, each of which shall constitute an original.

 

 

	
AMDOCS SOFTWARE SYSTEMS LIMITED
    	
USCC SERVICES, LLC
    
	
 
    	
 
    
	
 
    	
 
    
	
By:
    	
 
    	
 
    	
By:
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    
	
Name:
    	
 
    	
 
    	
Name:
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    
	
Title:
    	
 
    	
 
    	
Title:
    	
 
    

 

28

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

APPENDIX 1

 

USCC and Amdocs’ Responsibilities for Non-Production Environments

 

EID—Delivery

 

	
Category
    	
 
    	
Task
    	
 
    	
USCC
   Accountable
    	
 
    	
USCC
   Responsible
    	
 
    	
Amdocs
   Accountable
    	
 
    	
Amdocs
   Responsible
    	
 
    	
RASCI Details
    
	
Project/Release Planning
    	
 
    	
E50/E30/E10   Resource Estimates
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
USCC   is accountable and responsible for provide E50/E30/E10 resource estimates for   Non-B/OSS Solution systems.

Amdocs   is responsible for acknowledgement of support for Release
    
	
 
    	
IS   Projects not part of release
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
USCC   is accountable and responsible for all planning of Non-B/OSS Solution and   B/OSS Solution IS Projects outside of a Release.

Amdocs   is responsible for acknowledging the support of IS Projects and any Amdocs’   resource planning to provide such support.
    
	
Maintenance Windows
    	
 
    	
Coordinate   Maintenance Window
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
 
    	
 
    	
USCC   is accountable and responsible for communication with Testing & VMs,   coordination of USCC and Amdocs resources (via Amdocs focal point),   accommodation of unscheduled Maintenance Windows
    
	
Defect Management
    	
 
    	
Evaluate   release defects opened for Infra Integration
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Amdocs   is accountable and responsible for monitoring Quality Center for all open   Infra defects and providing resolution
    
	
 
    	
Daily   defect meetings
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Amdocs   is accountable and responsible for attending daily defect meetings and to   communicate updates, discuss all open defects.
    
	
 
    	
Coordinate   resources and track defect resolution and escalate when needed
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Amdocs   is accountable and responsible for allocating resources to work on defects or   attend triage bridges. Amdocs is also accountable to track the progress of   Infra defects resolution and escalate to get support as needed
    
	
 
    	
Provide   Off-Hours focal point coverage
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Amdocs   is accountable and responsible for providing late shift focal point support   during the week from [***] and Saturday/Sunday/Holidays from [***].
    
	
Environment Coordination and Allocation
    	
 
    	
Coordinate   upgrade schedule with Testing based on requirements
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
USCC   is accountable and responsible for planning the schedule of the environment   upgrades with the Testing team and for negotiations and communications about   any change in the upgrade schedules

Amdocs   is responsible for providing input on the environment upgrade schedule
    
	
 
    	
Plan   and track environment allocation
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
USCC   is accountable and responsible for planning and allocation of B/OSS Solution   and Non-B/OSS Solution environments for all Major/Minor Releases and Prod   Support 

Amdocs   is responsible for acknowledging the B/OSS Solution environment allocation
    

 

Appendix 1 (MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Category
    	
 
    	
Task
    	
 
    	
USCC
   Accountable
    	
 
    	
USCC
   Responsible
    	
 
    	
Amdocs
   Accountable
    	
 
    	
Amdocs
   Responsible
    	
 
    	
RASCI Details
    
	
 
    	
 
    	
Maintain   Environment Dashboard and Master Details document for B/OSS Solution
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Amdocs   is accountable and responsible for maintaining the Environment Dashboard and   Environment Pages document for B/OSS Solution
    
	
 
    	
 
    	
Maintain   Environment Dashboard and Master Details document for Non-B/OSS Solution
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
 
    	
 
    	
USCC   is accountable and responsible for maintaining the Environment Dashboard and   Environment Pages document for Non-B/OSS Solution
    
	
 
    	
 
    	
Coordinate   connectivity to external interfaces
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
USCC   is accountable and responsible for coordinating the overall implementation of   the connections with external interfaces.

Amdocs   is responsible for planning and coordinating the implementation of changes in   B/OSS Solution
    
	
Environment Upgrades
    	
 
    	
Coordinate   unpack of B/OSS Solution builds
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Amdocs   is accountable and responsible for coordinating the unpacking of the B/OSS   Solution builds after they are delivered on-site from DVCI
    
	
 
    	
Coordinate   with VMs the B/OSS Solution HF list for env upgrade
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Amdocs   is accountable and responsible for working with VMs to obtain the HF lists   needed for environment upgrades
    
	
 
    	
Allocate   resources for Non-B/OSS Solution environment upgrade
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
 
    	
 
    	
USCC   is accountable and responsible for allocating the resources needed to perform   the Non-B/OSS Solution environment upgrades
    
	
 
    	
Allocate   resources for B/OSS Solution environment upgrade
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Amdocs   is accountable and responsible for allocating the resources needed to perform   the B/OSS Solution environment upgrades
    
	
 
    	
Communicate   updates on B/OSS Solution environment upgrade progress
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Amdocs   is accountable to provide periodic status updates of B/OSS Solution   environment upgrade progress
    
	
 
    	
Communicate   updates on overall environment upgrade and release environment to Testing
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
 
    	
 
    	
USCC   is accountable and responsible for providing periodic status updates of   overall environment upgrade progress (B/OSS Solution and Non-B/OSS Solution).   This includes escalation and raising awareness about delays, risks, impacts   as appropriate
    
	
New Project Implementation
    	
 
    	
Perform   requested B/OSS Solution specific activities as documented via UTS
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Amdocs   is accountable and responsible for coordinating the implementation of any   required changes on B/OSS Solution systems
    
	
 
    	
Coordinate   Non-B/OSS Solution activities
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
 
    	
 
    	
USCC   is accountable and responsible for coordinating the implementation of any   required changes on Non-B/OSS Solution systems
    
	
Data Refresh - Full Data
    	
 
    	
Coordinate   environment data refresh with Testing.
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
USCC   is accountable to coordinate data refresh schedule with Testing Team and   Amdocs is responsible for making sure the data refresh activities are   executed per scheduled timelines and duration of work
    

 

2

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Category
    	
 
    	
Task
    	
 
    	
USCC
   Accountable
    	
 
    	
USCC
   Responsible
    	
 
    	
Amdocs
   Accountable
    	
 
    	
Amdocs
   Responsible
    	
 
    	
RASCI Details
    
	
 
    	
 
    	
Engage   and coordinate USCC Infrastructure resources
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
USCC   is accountable and responsible for overall coordination and communicating the   schedule. Amdocs is responsible to coordinate, complete the technical   sequence of steps by working with the USCC Storage and DBA teams to perform   the data refresh from production in all full environments.
    
	
Data Extracts - Subset Data - Dbextract
    	
 
    	
Obtain   list of customers to be extracted from Test Full environment
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Amdocs   is overall accountable for the DB Extract process in B/OSS Solution   environments. USCC is responsible for obtaining CID list for data extract   from the Testing Team
    
	
 
    	
Coordinate   dbextract and data load with ADBA into Test Flat environments
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Amdocs   is overall accountable for the DB Extract process in B/OSS Solution   environments. USCC is responsible for coordinating with ADBAS the db extract   from Full environments and the data load into the Flat environments
    
	
TRN Environment Upgrades and Support
    	
 
    	
Coordinate   and publish a plan for Training environment upgrade schedule
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
USCC   is accountable for coordinating, planning and publishing Training environment   upgrade schedules by working with APS team and Amdocs; Amdocs is responsible   for providing input to the training plan for: availability of resources,   upgrade timelines, any risks or concerns.
    
	
 
    	
Gather   the training environments data requirements
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
USCC   is accountable and responsible for getting the data requirements from APS   Team and submit to Amdocs Infra to extract the CIDs based on the data   requirements from USCC APS Team. 

Amdocs   is responsible to mine the data to feed the dBExtract tool and load the   extracted data into the training environments.
    
	
OS and DB Patching
    	
 
    	
Schedule   with Testing monthly Linux and AIX patching
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
 
    	
 
    	
USCC   is accountable and responsible for planning the monthly Linux and AIX   patching activities
    
	
 
    	
Allocate   USCC Platform resources
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
 
    	
 
    	
USCC   is accountable and responsible for allocating the USCC Platform Unix and DBA   resources to perform the patching
    
	
 
    	
Allocate   resources to bounce B/OSS Solution environments and perform Infra Sanity
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
 
    	
 
    	
USCC   is accountable and responsible for allocating the USCC resources to bounce   the B/OSS Solution environments and to perform the Infra Sanity
    

 

3

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

EID—Technical

 

	
Task
    	
 
    	
USCC
   Accountable
    	
 
    	
USCC
   Responsible
    	
 
    	
Amdocs
   Accountable
    	
 
    	
Amdocs
   Responsible
    	
 
    	
Self-Help
   Tool
    	
 
    	
RASCI Details
    
	
B/OSS Solution Environment Upgrade
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
Amdocs   is accountable and responsible for performing the B/OSS Solution environment   (env) upgrades
    
	
B/OSS Solution Environment Data Refresh - Full Data
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
Amdocs   is accountable and responsible for the data refresh process for extracting   data (including documentation) in the B/OSS Solution environments. USCC is   responsible for performing the data refresh from production into full   environment. This includes the tasks executed by the Platform, Storage, DBA   and EID teams
    
	
DB Extracts - Subset
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Amdocs   is accountable and responsible for the db extract process, tools and   documentation. USCC is responsible for running the DBExtract self-service   tool to extract data from Full environments and load it into the Flat   environments.
    
	
B/OSS Solution Infra Environment Sanity
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Amdocs   is accountable and responsible for the Infra Sanity process, tools and   documentation. USCC is responsible for running the Infra Sanity self-service   tool in all instances where it is necessary (after Maintenance Window, OS   Patching, etc.)
    
	
B/OSS Solution Environment Bounce
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Amdocs   is accountable and responsible for the B/OSS Solution environments bounce   process, tools and documentation. USCC is responsible for running the B/OSS   Solution Bounce self-service tool
    
	
B/OSS Solution Maintenance Window - Onshore- Deploy HF
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Amdocs   is accountable and responsible for the Hot Fix (HF) deployment process, tools   and documentation. USCC is responsible for applying the B/OSS Solution HFs   during Maintenance Windows using the self-service tool provided by Amdocs.   All HFs must be auto-deployable (i.e. no manual deployments)
    
	
B/OSS Solution Maintenance Window - Offshore- Deploy HF
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Amdocs   is accountable and responsible for the HF deployment process, tools and   documentation. USCC is responsible for applying the B/OSS Solution HFs during   Maintenance Windows using the self-service tool provided by Amdocs. All HFs   must be auto-deployable (i.e. no manual deployments)
    
	
OS Patching Maintenance Window
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
USCC   is accountable and responsible for performing the OS Patching Maintenance   Windows on the B/OSS Solution systems. The self-service tool will be used by   USCC to bounce the B/OSS Solution environments
    
	
Troubleshooting and support
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
Amdocs   is accountable and responsible for troubleshooting, support and defect   management in the B/OSS Solution environments
    
	
Off-hours support
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
Amdocs   is accountable and responsible for providing technical support during the   week from [***] and Saturday/Sunday/Holidays from [***].
    
	
New B/OSS Solution environment build out
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
Amdocs   is accountable and responsible for any new B/OSS Solution environment build   out activities as per the Release/Projects requirements
    
	
Unpack B/OSS Solution Builds
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
Amdocs   is accountable and responsible for B/OSS Solution code delivery and   unpacking. This includes both B/OSS Solution full builds and HFs
    

 

4

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Task
    	
 
    	
USCC
   Accountable
    	
 
    	
USCC
   Responsible
    	
 
    	
Amdocs
   Accountable
    	
 
    	
Amdocs
   Responsible
    	
 
    	
Self-Help
   Tool
    	
 
    	
RASCI Details
    
	
New B/OSS Solution components configuration and integration
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
Amdocs   is accountable and responsible for any new B/OSS Solution component   integration and configuration as required by the Release/Project requirements
    
	
TRN review and implementation
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
Amdocs   is accountable and responsible for the Technical Release Notes (TRN) review   and the implementation of the new changes into the B/OSS Solution   environments. USCC access to the TRN is preferred but not required.
    
	
B/OSS Solution Filesystem Clean-up
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Amdocs   is accountable to automate cleanup scripts/jobs and configure the   rules according to the env owner’s requirements.

USCC   is responsible for running the B/OSS Solution filesystem clean-up   self-service tool as needed, once such tool is provided by Amdocs. Any   cleanup that happens outside of the cleanup rules will be   performed/coordinated by the env owner.
    
	
Change debug mode in B/OSS Solution applications
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Amdocs   is accountable and responsible for the debug mode change process, tools and   documentation in the B/OSS Solution environments. USCC is responsible for   running the debug mode self-service tool as per request
    
	
Change operational mode (logical date/system date)
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Amdocs   is accountable and responsible for the operational mode change process, tools   and documentation in the B/OSS Solution environments. USCC is responsible for   running the operational mode self-service tool as per request
    
	
Change RIM to RIMLITE in Flat environments
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Amdocs   is accountable and responsible for the RIM-to-RIMLITE change process, tools   and documentation in the B/OSS Solution environments. USCC is responsible for   running the RIM-to-RIMLITE self-service tool as per request
    
	
B/OSS Solution Middleware components support
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
Amdocs   is accountable and responsible for the Middleware stack support in the B/OSS   Solution environments. USCC is responsible for providing the SSL Certificates   needed to implement https support
    
	
Capacity Management for B/OSS Solution environments
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
Amdocs   is accountable and responsible for the Capacity Management process, tools and   documentation. USSC is responsible for implementing changes to the   infrastructure
    
	
Maintain required B/OSS Solution licenses
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
Amdocs   is accountable and responsible for providing and maintaining the necessary   updated Amdocs applications licenses in the B/OSS Solution environments
    
	
Other emergency requests
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
It   is the responsibility of both Amdocs and USCC to do their respective bests   (inside of the agreed service scopes) to collaboratively support the efforts   needed to meet the business requirements even in times of emergencies.   Because it will not be possible to meet all previously planned deliverables   when an emergency request arises, in the case of unplanned urgent requests to   meet business goals, prioritization of conflicting tasks will be managed by   the env owner (USCC) with input from Amdocs Infra.
    

 

5

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Task
    	
 
    	
USCC
   Accountable
    	
 
    	
USCC
   Responsible
    	
 
    	
Amdocs
   Accountable
    	
 
    	
Amdocs
   Responsible
    	
 
    	
Self-Help
   Tool
    	
 
    	
RASCI Details
    
	
Future self service Automation Tools
    	
 
    	
 
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Amdocs   is accountable and responsible for any future self service automation that   will be developed for B/OSS Solution application. USCC is responsible for   running these self-service tools, once accepted. 

As   additional self-service tools (not already marked as self-service in this   table) are implemented and accepted by USCC, USCC will assume responsibility   for the functions that the tool provides while Amdocs will continue to be   accountable for that function.
    

 

6

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

Middleware —Production and Non-Production

 

	
Category
    	
 
    	
Task
    	
 
    	
USCC
   Accountable
    	
 
    	
USCC
   Responsible
    	
 
    	
Amdocs
   Accountable
    	
 
    	
Amdocs
   Responsible
    	
 
    	
RASCI Details
    
	
Middleware Configuration and Integration
    	
 
    	
Install   and configure Middleware Components (Oracle WebLogic, Apache Tomcat, Apache   Web Server, Java JVM, Couchbase) as per B/OSS Solution system requirements   and specifications
    	
 
    	
N
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is accountable and responsible for the following: 

-   Submit RC requests for file systems, users & groups, OS kernel   parameter change etc. 

-   Install the products, configure the domains, configure resources (JDBC, JMS,   Security etc.) and deploy the applications.
    
	
 
    	
Integrate   B/OSS Solution MW Components with any internal or external interfaces as per   system requirements and specifications. This includes opening FW, VIP   requests as appropriate.
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is accountable and responsible for submitting RC requests for firewall ports,   load balancer VIP, IAM users and groups, create Certificate Signing   Requests for SSL certificate etc. 

USCC   is responsible for implementing the RC requests on the systems under USCC   administration (Firewalls, Load balancers, eDir, etc.)
    
	
 
    	
Implement   SSL configuration in B/OSS Solution environments using certificates provided   and managed by USCC
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is responsible and accountable for requesting Certificate Signing from USCC   for SSL certificates needed on the B/OSS Solution systems and installing them   on the B/OSS Solution systems. USCC is responsible for managing the SSL   certificates (including signing by Certificate Authority and monitoring   expiration date and alerts) and providing them to Amdocs for the B/OSS   Solution systems that require secure traffic
    
	
 
    	
Ensure   Middleware configurations are consistent across all B/OSS Solution   environments, accounting for the different size of the environments where   appropriate.
    	
 
    	
N
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is accountable and responsible for the following: 

-   Ensure that the environments are configured consistently. The JVM options,   environment variables, admin consoles, managed servers, admin scripts,   resources consumed (JDBC, JMS, security etc.) should be consistent across all   the environments. All cluster members in a cluster should be configured   identically.

-   Use data from performance testing to optimize production configuration
    
	
 
    	
Ensure   Middleware configurations in the B/OSS Solution environments adhere to IS   best practices and vendor recommendations
    	
 
    	
N
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is accountable and responsible for following standards and best practices to   adhere to IS best practices and for working with the product vendors to   implement industry best practices.
    

 

7

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Category
    	
 
    	
Task
    	
 
    	
USCC
   Accountable
    	
 
    	
USCC
   Responsible
    	
 
    	
Amdocs
   Accountable
    	
 
    	
Amdocs
   Responsible
    	
 
    	
RASCI Details
    
	
Middleware Support
    	
 
    	
Troubleshoot   Middleware issues in the B/OSS Solution systems and provide resolution as per   SLAs. Attend bridges as requested by Incident Management or Triage teams.   Perform Root Cause Analysis for Middleware defects and provide and implement   plans to avoid similar issues in the future.
    	
 
    	
N
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is accountable and responsible for the following: 

-   Troubleshoot Middleware issues in the B/OSS Solution systems. 

-   Respond to incident management immediately and engage resources to   investigate the issues and identify the root cause.

-   Escalate and engage vendors if required. 

-   Follow changes management policies to apply changes as needed.

-   Resolve issues to meet SLAs.
    
	
 
    	
Maintain   Support Contracts with appropriate vendors for all Middleware Components used   in the B/OSS Solution environments
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
USCC   is accountable and responsible for managing vendor support contracts for   Middleware components used on the USCC B/OSS Solution systems which are owned   and paid by USCC. Amdocs is responsible for the following:

-   Keep track of support end-of-life and plan accordingly to request upgrade to   the supported version of the product. 

-   Keep track of the system configuration to ensure license compliance of the   products.
    
	
 
    	
Open,   track, follow-up and escalate SR tickets with Middleware vendors until   resolution
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is accountable for the following: 

-   Work with the product vendors to learn and implement new features and best   practices. 

-   Engage vendors as needed to address issues 

-   Open support ticket and escalate issues to get best support from vendors to   resolve issues quickly.

USCC   is responsible for providing Support IDs and access to the vendor support   systems for the B/OSS Solution Middleware components to enable them to   perform the above mentioned activities

USCC   is also responsible for as needed assistance in vendor escalations
    

 

8

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Category
    	
 
    	
Task
    	
 
    	
USCC
   Accountable
    	
 
    	
USCC
   Responsible
    	
 
    	
Amdocs
   Accountable
    	
 
    	
Amdocs
   Responsible
    	
 
    	
RASCI Details
    
	
 
    	
 
    	
Maintain   all troubleshooting tools (such as debuggers, profilers, scripts etc.) used   for Middleware support. This does not include tools part of OS installation.
    	
 
    	
N
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is accountable and responsible for the following:

-   Maintain all troubleshooting tools (such as debuggers, profilers, scripts   etc.) used for Middleware support.

-   Open source tools and customs scripts can be used but make sure they are tested   properly in non-prod environments.

-   Do due diligence while using the tools and scripts so that there is no   negative impact to the production environments.
    
	
Middleware Upgrade
    	
 
    	
Upgrade   Middleware Components to the versions required by the B/OSS Solution system   specifications
    	
 
    	
N
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is accountable and responsible for the upgrade of the Middleware components   supported and certified for B/OSS Solution applications.
    
	
 
    	
Perform   patching of the Middleware Components to keep systems stable and up to date   from security standpoint
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is accountable and responsible for the following:

-   Install patches for bug fixes. 

-   Address security vulnerabilities reported by the IS Security.

-   Work with IS security to run security scans after applying patches fix   security issues. 

USCC   is responsible to provide the security vulnerability report for all   Middleware components on the B/OSS Solution systems
    
	
 
    	
Maintain   inventory of all Middleware Components in all B/OSS Solution environments   along with version and patch level
    	
 
    	
N
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is accountable and responsible for the following: 

-   Prepare and maintain the inventory of all the Middleware components and their   versions. 

-   Maintain inventory of all the hosts and their configurations.
    
	
Release Management/IS Projects
    	
 
    	
Implement   any Middleware configuration items specified in the Technical Release Notes
    	
 
    	
N
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is accountable and responsible for the following: 

-   Attend release management meetings, gather requirements and implement changes   in non-production and production environments per Release Management   documents.

-   Provide support for Testing Team for the releases.
    
	
 
    	
Support   Release Cutover activities in B/OSS Solution Production
    	
 
    	
N
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is accountable and responsible for working on release cutover activities in   production and for providing support to troubleshoot issues.
    

 

9

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Category
    	
 
    	
Task
    	
 
    	
USCC
   Accountable
    	
 
    	
USCC
   Responsible
    	
 
    	
Amdocs
   Accountable
    	
 
    	
Amdocs
   Responsible
    	
 
    	
RASCI Details
    
	
 
    	
 
    	
Support   IS Projects for any Middleware tasks required in the B/OSS Solution   environments
    	
 
    	
N
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is accountable and responsible for supporting IS Projects for any Middleware   tasks required in the B/OSS Solution environments
    
	
New Middleware Components
    	
 
    	
Provide   system requirement and specifications for any new Middleware Components   introduced by future B/OSS Solution releases
    	
 
    	
N
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is accountable and responsible for the following: 

-   Provide system requirement and specifications for any new Middleware   Components introduced by future B/OSS Solution releases. 

-   Work with USCC enterprise architecture team to review and get approval for   the new Middleware components.
    
	
 
    	
Install,   configure, integrate and support any new Middleware Components required by   future B/OSS Solution releases
    	
 
    	
N
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is accountable and responsible for the following: 

-   Submit RC requests for file systems, users & groups, OS kernel   parameter change etc. 

-   Install and configure the products to meet business requirements.
    
	
Middleware Log Management
    	
 
    	
Monitor   the Middleware Components logs and perform archival and clean-up as per   agreed retention policies
    	
 
    	
N
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is accountable and responsible for implementing log monitoring, log rotation,   log retention and archival processes
    
	
Middleware Performance Tuning
    	
 
    	
Analyze   B/OSS Solution Performance Testing results and recommend configurations   settings to address any performance issues that cause the service to fail   meeting the SLAs
    	
 
    	
N
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is accountable and responsible for the following: 

-   Work with the testing team to analyze the test results in the PTE   environments. 

-   Investigate any performance related issues reported by the testing team and   make necessary changes to ensure optimal performance
    
	
 
    	
Implement   the tuning configurations in the Production Environment once they have been   tested and confirmed successful in PTE
    	
 
    	
N
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is accountable and responsible for recording all the changes in PTE after   completing the successful performance testing and for their implementation in   production following proper change approval processes
    
	
Middleware Capacity Planning
    	
 
    	
Provide   system and sizing specifications for the Middleware Components implemented in   the B/OSS Solution environments
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is accountable and responsible for the following:

-   Work on the capacity planning. 

-   Estimate the expected peak load and configure the middleware instances with   enough capacity to handle the traffic without any performance degradation.

USCC   is responsible for providing estimates of expected user traffic on the B/OSS   Solution systems based on Business Estimates
    

 

10

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Category
    	
 
    	
Task
    	
 
    	
USCC
   Accountable
    	
 
    	
USCC
   Responsible
    	
 
    	
Amdocs
   Accountable
    	
 
    	
Amdocs
   Responsible
    	
 
    	
RASCI Details
    
	
Middleware Security
    	
 
    	
Ensure   the access to the administration interfaces of the Middleware Components is   done through secure mechanisms. Individual access should be used (no generic   administration accounts)
    	
 
    	
N
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is accountable and responsible for the following: 

-   Ensure the access to the administration interfaces of the Middleware   Components is done through secure mechanisms. 

-   Use individual accounts instead of generic administration accounts. 

-   Maintain audit logs to track user activities.
    
	
 
    	
Support   the implementation of secure mechanisms (such as use of SSL, network   segmentation etc.) for the B/OSS Solution traffic through Middleware   Components as per USCC/Regulatory requirements
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is accountable and responsible for the following: 

-   Support the implementation of secure mechanisms on the B/OSS Solution systems   (such as use of SSL, network segmentation etc.).

USCC   is responsible for implementing the secure mechanisms on the USCC   Infrastructure that need to support Amdocs in implementing the security   configuration on the Middleware components. Examples: USCC will implement   Firewall rules, network segmentation as required by regulatory standards,   patch Operating Systems to latest secure version, provide SSL certificates   etc.
    
	
 
    	
Support   Security Pen tests when required and support the implementation of any   required remediation items
    	
 
    	
N
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Y
    	
 
    	
Amdocs   is accountable and responsible for the following:

-   Support Security Pen tests when required and support the implementation of   any required remediation items.

-   Address any security issues reported by IS security team. Work with the   vendors to apply security patches.

USCC   is responsible for performing Security Pen Testing on the B/OSS Solution   systems and communicate any security issues to Amdocs for remediation
    

 

11

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

APPENDIX 2

 

Non-Production Environments

 

	
Dev 31
    	
 
    	
SIT 11
    	
 
    	
SIT 17
    	
 
    	
E2E 1
    	
 
    	
EPC UTE 1
    	
 
    	
TRN 44
    
	
Dev 32
    	
 
    	
SIT 12
    	
 
    	
SIT 18
    	
 
    	
E2E 4
    	
 
    	
EPC UTE 2
    	
 
    	
TRN 45
    
	
Dev 33
    	
 
    	
SIT 13
    	
 
    	
SIT 19
    	
 
    	
PSS61
    	
 
    	
EPC UTE 3
    	
 
    	
TRN 46
    
	
Dev 34
    	
 
    	
SIT 14
    	
 
    	
PTE
    	
 
    	
PTE2
    	
 
    	
TRN 41
    	
 
    	
 
    
	
Dev 35
    	
 
    	
SIT 15
    	
 
    	
E2E 3
    	
 
    	
SUP1
    	
 
    	
TRN 42
    	
 
    	
 
    
	
Dev 36
    	
 
    	
SIT 16
    	
 
    	
PSS62
    	
 
    	
BV
    	
 
    	
TRN 43
    	
 
    	
 
    

 

The names of the environments listed above are subject to change by USCC upon notice to Amdocs. USCC may add, modify or delete environments subject to the Envelope Parameters (Exhibit C-3 to the MSSOW).

 

Appendix 2 (MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

APPENDIX 3

 

Examples of Reports

 

 

 

Appendix 3 (MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

APPENDIX 4

 

Infrastructure Environment Tasks

 

	
Task
    	
 
    	
Description
    	
 
    	
Lead Time
    	
 
    	
Input Required
    	
 
    	
Implementation
   Time
    	
 
    	
Assumptions/Requirements
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Build push / Full environment refresh (Dev, SIT,   TRN)
    	
 
    	
Upgrade   a flat Non-Production Environment to a new build
    	
 
    	
[***]
    	
 
    	
Certified   build version, upgrade schedule and approvals from the environment owners
    	
 
    	
[***]
    	
 
    	
·                  No more than   [***] full environment upgrades in parallel or [***] total environment   upgrades in parallel

·                  To be automated and moved to the environment owners as part of   Self-Service
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Build push / Full environment refresh (PTE, E2E,   BV)
    	
 
    	
Upgrade   a clustered production like environment to a new build
    	
 
    	
[***]
    	
 
    	
Certified   build version, upgrade schedule and approvals from the environment owners
    	
 
    	
[***]
    	
 
    	
·                  No more than   [***] environment upgrades in parallel

·                  To be automated and moved to the environment owners as part of   Self-Service
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Data refresh/DB extracts
    	
 
    	
Copy   subset of production data to one of the non-production environment, such as   copy Ban
    	
 
    	
[***]
    	
 
    	
Required   population, source and target environment (DB) availability
    	
 
    	
[***]
    	
 
    	
·                  Source DB has   to be in sync to maintain application data integrity

·                  To be automated and moved to the environment owners as part of   Self-Service
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
HF Push (non-prod)
    	
 
    	
Application   of HF to non-production environments
    	
 
    	
[***]
    	
 
    	
A   list of HF from Version Manager to be applied and target environment   availability
    	
 
    	
[***]
    	
 
    	
·                  To be   automated and moved to environment owner as part of self-service

·                  All Hot Fixes to be applied during planned maintenance windows (up to   [***] maintenance windows during biz hours and [***] maintenance windows   overnight)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
HF Push (Prod)
    	
 
    	
Application   of HF to production environments
    	
 
    	
[***]
    	
 
    	
HF   should be tested in Non prod, CM approval required
    	
 
    	
[***]
    	
 
    	
·                  To be   automated and moved to  Amdocs   Operations as part of self-service

·                  All HF should be applied within the production MW

·                  Extended MW might be required in some special cases.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Environment bounce (Non-Prod, FLAT)
    	
 
    	
Request   to bounce a non-production environment
    	
 
    	
[***]
    	
 
    	
Approval   from the environment owners
    	
 
    	
[***]
    	
 
    	
·                  To be   automated and moved to the environment owner as part of self-service

·                  There should be scheduled bounce for all environments
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Environment bounce (Non-Prod, FULL)
    	
 
    	
Request   to bounce a non-production environment
    	
 
    	
[***]
    	
 
    	
Approval   from the environment owners
    	
 
    	
[***]
    	
 
    	
·                  To be   automated and moved to the environment owner as part of self-service

·                  There should be scheduled bounce for all environments
    

 

Appendix 4 (MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Task
    	
 
    	
Description
    	
 
    	
Lead Time
    	
 
    	
Input Required
    	
 
    	
Implementation
   Time
    	
 
    	
Assumptions/Requirements
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Environment bounce/ Maintenance Windows
    	
 
    	
Request   to bounce a production environment
    	
 
    	
[***]
    	
 
    	
Daily   MW
    	
 
    	
[***]
    	
 
    	
·                  To be   automated

·                  Production should be moved to responsibility of operations and bounced   from daily map

·                   Dependent on other MW activities such as HF and Reference data refreshes
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Production Incident support
    	
 
    	
Supporting production environment during Incidents
    	
 
    	
[***]
    	
 
    	
Incident management to open a P1 conference call
    	
 
    	
[***]
    	
 
    	
·                  Infra team will be joining   P1 conference calls within [***] minutes to support production Incidents
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
New FLAT environment installation/cloning
    	
 
    	
Create   new non production environment
    	
 
    	
[***]
    	
 
    	
Architecture   requirements
    	
 
    	
[***]
    	
 
    	
·                  New   environments would be required only upon business changes

·                  All new requirements would require budget for the initial implementation   and additional ongoing support effort
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
New FULL environment installation/cloning
    	
 
    	
Create   new non production environment
    	
 
    	
[***]
    	
 
    	
Architecture   requirements
    	
 
    	
[***]
    	
 
    	
·                  New   environments would be required only upon business changes

·                  All new requirements would require budget for the initial implementation   and additional ongoing support effort
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Non-prod Incident support and Incident   Troubleshooting (Business Hours)
    	
 
    	
Supporting   Non-Production Environments during all phases of release life cycle [***] and   IST

[***]   in consideration of Champaign, IL and India hours
    	
 
    	
[***]
    	
 
    	
Support   ticket to be opened for appropriate infra team
    	
 
    	
[***]
    	
 
    	
·                  Infra team   will be providing support to Non-Production Environments based on open   tickets and their priorities
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Non-prod Incident support and Incident   Troubleshooting (Non-business hours)
    	
 
    	
Supporting Non-Production Environments during all   phases of release life cycle outside of business hours, unless agreed upon in   advance with [***]   days’ notice.
    	
 
    	
[***]
    	
 
    	
Support ticket to be opened for appropriate infra   team
    	
 
    	
[***]
    	
 
    	
·                  Infra   team will be providing support to Non-Production Environments based on open   tickets and their priorities
    

 

2

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Task
    	
 
    	
Description
    	
 
    	
Lead Time
    	
 
    	
Input Required
    	
 
    	
Implementation
   Time
    	
 
    	
Assumptions/Requirements
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Non-prod miscellaneous technical tasks
    	
 
    	
·                  Support OS/DB   patching activities

·                  Partial bounce of the environment (specific components) as per Testing   request

·                  Change specific operational mode (such as from logical date to system   date)

·                  Change debug level or turn it on/off

·                  Logs clean-up

·                  Change environment configuration from RIM to RIM LITE

·                  Respond to any environment monitoring alert by taking remediation actions

·                  Other ad-hoc requests (to be identified and documented)
    	
 
    	
[***]

 

 

 

[***]

 
    	
 
    	
Support   ticket to be opened for appropriate infra team
    	
 
    	
[***]
    	
 
    	
·                  Infra team   will be providing support to Non-Production Environments based on open   tickets and their priorities
    

 

3

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

APPENDIX 5

 

Operational Processes

 

1.                                      Operational Processes

 

The parties acknowledge that (a) the Operational Processes set forth in this Section are subject to change, and (b) other processes may be added to and/or removed from this Appendix 5 to the MSSOW.

 

1.1.                           Billing

 

1.2.                           A/R Payment files

 

1.3.                           Billing Rerun

 

1.4.                           EOD Process

 

1.5.                           Usage Processing

 

1.6.                           Hot Fix Process

 

1.7.                           Change Control Process

 

1.8.                           RFC Change Control Process

 

1.9.                           Defect Process

 

1.10.                    EOM Process

 

1.11.                    Monitoring Process Critical

 

1.12.                    Sev 3-5 Ticket Flow

 

1.13.                    Sev 1 Sev 2 Flow

 

1.14.                    Severity Dispute Process (subject to completion of the actions identified in the table in Section 2.4 of this Appendix 5)

 

1.15.                    Ticket Escalation Process (subject to completion of the actions identified in the table in Section 2.4 of this Appendix 5)

 

1.16.                    Root Cause Analysis Process

 

1.17.                    MOA Incident Handling Basic Process (subject to completion of the actions identified in the table in Section 2.4 of this Appendix 5)

 

1.18.                    Stuck Order Process (subject to completion of the actions identified in the table in Section 2.4 of this Appendix 5)

 

1.19.                    Tax File Update Process

 

1.20.                    Script approval process

 

Appendix 5 (MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

1.21.                    A/R Charge/Credit Tool Process

 

1.22.                    Prepaid Process

 

1.23.                    Outcollect Process

 

2.                                      WIP OPs

 

2.1.                           The WIP OPs and the agreed-upon plan (the “AUP”) described in the Tops Transformation Process Flow Plan are tasks that require the actions identified in the table in Section 2.4 of this Appendix 5 to be completed by the due dates listed therein.

 

2.2.                           The following processes are the WIP OPs:

 

(a)                                 Severity Dispute,

 

(b)                                 Ticket Escalation Flow,

 

(c)                                  MOA Incident Handling Basic Process, and

 

(d)                                 Stuck Order Process.

 

2.3.                            The parties shall complete the actions within each task in the table in Section 2.4 of this Appendix 5 in the order specified.  When all actions related to a task are complete, the related task will be deemed finalized and the related process will be deemed approved as an Operational Process.

 

2.4.                           Tasks and actions to be performed to complete the WIP OPs are as follows:

 

	
 
    	
 
    	
 
    	
 
    	
Responsible Party
    	
 
    	
Due
    
	
Task
    	
 
    	
Action
    	
 
    	
Amdocs
    	
 
    	
USCC
    	
 
    	
Date
    
	
1.              USCC   Process and Control owners to identify required changes to process flows —   including Severity Dispute, Ticket Escalation Flow, MOA Incident Handling Basic Process, Stuck Order Process
    	
 
    	
 
    	
 
    	
 
    	
 
    	
USCC   Process and Control Owners
    	
 
    	
[***]
    
	
 
    	
 
    	
(a)         Provide to   Amdocs the changes to the process flow documents required by the USCC Process   and Control Owners 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
(b)         Clarify and   agree with USCC Process and Control Owners upon the implementation of   required changes to process flows 
    	
 
    	
[***]
    	
 
    	
[***],   USSC Process and Control Owners
    	
 
    	
[***]
    
	
 
    	
 
    	
(c)          Update   process flow documents based upon review by and response from USCC Process   and Control Owners 
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
[***]
    

 

2

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
 
    	
 
    	
 
    	
 
    	
Responsible Party
    	
 
    	
Due
    
	
Task
    	
 
    	
Action
    	
 
    	
Amdocs
    	
 
    	
USCC
    	
 
    	
Date
    
	
 
    	
 
    	
(d)         Review   updated process flows.  If an updated   process flow is approved by USCC, USCC will notify Amdocs, and Amdocs will   send the updated process flow to the central repository.  If a process flow is not approved by USCC,   USCC will provide to Amdocs the required changes to the process flow   documents and recommence Action 1(b) in this table and will have   [***] days per action to complete each such action and obtain USCC’s final   approval. 
    	
 
    	
Amdocs
    	
 
    	
USCC   Process and Control Owners
    	
 
    	
[***]
    
	
2.              During   the period commencing 11/17/2014 and ending on 12/31/2014, USCC and Amdocs   resources will work together to provide supporting information and test the   controls documented in the AUP as well as nine key automated controls 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
(a)         Amdocs   resources to provide sufficient information and evidence requested from USCC   to support testing of the [***] controls documented in the AUP attached   hereto as Exhibit 5A to this Appendix 5.
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
[***]
    
	
 
    	
 
    	
(b)         Amdocs   resources to provide testing approach support and USCC requested information   for testing nine key automated controls set forth in the Table in   Section 2.5 of this Appendix 5.
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
(c)          Amdocs to   provide last modified date for code related to [***] additional automated   controls set forth in the table in Section 2.6 of this Appendix 5   and [***] key reports set forth in Section 2.7 of this Appendix 5. 
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
[***]
    

 

2.5.                            Key Automated Controls:

 

	
Seq.
    	
 
    	
Control #
    	
 
    	
Revised Control Activities
    
	
1
    	
 
    	
MEO.12001
    	
 
    	
As   funds are replenished For pre-paid customers, unearned revenue will be   automatically posted.  As usage is processed through Turbocharging, the   charges are automatically processed against the customer’s balance resulting   in a reduction to the unearned revenue and an increase to earned revenue via   JGL.
    
	
 
    	
 
    	
 
    	
 
    	
 
    
	
2
    	
 
    	
MEO.12002
    	
 
    	
ETF   charges are assigned a unique G/L account which is appropriately tagged   within G/L Configurator to recognize revenue on a cash basis
    
	
 
    	
 
    	
 
    	
 
    	
 
    
	
3
    	
 
    	
CCS.1009
    	
 
    	
Turbo   Charging decrements unit balances for individual prepaid customers based on   usage data from the Rating Logic Configurator (RLC).
    
	
 
    	
 
    	
 
    	
 
    	
 
    
	
4
    	
 
    	
BDA.4001
    	
 
    	
Error   handling processes from the A&F and TurboCharging (guiding and rating)   are configured appropriately to automatically reject records and flag errors   for further investigation and resolution. This includes appropriate error   descriptor added to the Event Detailed Records (EDRs).  Rejected records   are sent to AEM (Amdocs Error Manager) where they are automatically resolved   based on a set of defined business rules.
    

 

3

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Seq.
    	
 
    	
Control #
    	
 
    	
Revised Control Activities
    
	
5
    	
 
    	
CP.1003
    	
 
    	
When   a pre-paid customer makes a payment, RPL increments dollar and unit balances   by referencing the EPC rate tables.
    
	
 
    	
 
    	
 
    	
 
    	
 
    
	
6
    	
 
    	
CP.1001
    	
 
    	
When   crediting an account (charge/event level credit) based on customer request,   the Credit Handling API will ensure the proper amount of credit (charge and   applicable taxes) is applied.
    
	
 
    	
 
    	
 
    	
 
    	
 
    
	
7
    	
 
    	
CP.2002
    	
 
    	
Payment   receipt file (Lockbox payment file, payments from third party payment file,   agent cash payments file, and CER payments file) level validations   (File/Batch Accumulation trailer totals) are performed from the AC1_CONTROL   table to help ensure complete and accurate payment processing.
    
	
 
    	
 
    	
 
    	
 
    	
 
    
	
8
    	
 
    	
CP.2003
    	
 
    	
The   AC1_CONTROL TABLE prevents duplicate payments during the rerun of input files   during the error management posting process.
    
	
 
    	
 
    	
 
    	
 
    	
 
    
	
9
    	
 
    	
CP.2007
    	
 
    	
Errors   or exceptions in the payment validation (AR1PYMRCT) and payment posting   (AR1PYMPST) are automatically flagged for resolution.
    

 

2.6.                           Additional Automated Controls:

 

	
Seq.
    	
 
    	
Control #
    	
 
    	
Revised Control Activities
    
	
1
    	
 
    	
COP.1007
    	
 
    	
The   primary usage address requires validation within the footprint via BPT. For   postpaid customers, actual address is used. For prepaid customers the USC   store address or agent location nearest customer zip is automatically used.   Addresses falling outside the system are automatically erred from being   accepted.
    
	
 
    	
 
    	
 
    	
 
    	
 
    
	
2
    	
 
    	
CHQ.1013
    	
 
    	
Adjustment   codes and dollar limits are tied to TOPS profiles. Associates are given   access to through a profile that is created based on job function.
    
	
 
    	
 
    	
 
    	
 
    	
 
    
	
3
    	
 
    	
CP.2004
    	
 
    	
As   batch payments are received for closed/written off accounts, the status is   automatically adjusted as the payment in applied. If a balance still remains   following the payment, the account status automatically reverts back to   “written off” and the remaining balance is written off
    
	
 
    	
 
    	
 
    	
 
    	
 
    
	
4
    	
 
    	
CDNP.1007
    	
 
    	
A   credit class is required prior to activation to help ensure credit   classifications are assigned timely. Note: the engagement team considers this   to be an operational control. Further, the allowance control (USC01.346) will   detect any material errors in the valuation of customer accounts   receivable & bad debt.
    

 

4

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Seq.
    	
 
    	
Control #
    	
 
    	
Revised Control Activities
    
	
5
    	
 
    	
CCS.1017
    	
 
    	
The   APRM Module in Amdocs is configured to perform roaming guiding activity. This   will automatically calculate the appropriate incollect and outcollect records   for each month
    
	
 
    	
 
    	
 
    	
 
    	
 
    
	
6
    	
 
    	
CCS.1025
    	
 
    	
The   APRM Module in Amdocs in configured to perform roaming rating activity. This   will automatically calculate the appropriate distribution across each market   for intra roaming purposes and necessary accruals necessary due to the   settlement period mid-month for incollect and outcollect
    

 

2.7.                           Key Reports:

 

	
PwC Ref #
    	
 
    	
Report Name
    	
 
    	
Business
   Unit
    	
 
    	
Business
   Process
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
1
    	
 
    	
Aged   Trial Balance Activities Report
    	
 
    	
USC
    	
 
    	
Revenue &   Receivables
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
5
    	
 
    	
QA   Summary Report
    	
 
    	
USC
    	
 
    	
Accounts   Receivable - Customers
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
6
    	
 
    	
A&F   Daily Production Report
    	
 
    	
USC
    	
 
    	
Accounts   Receivable - Customers
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
7
    	
 
    	
Run   Verification Report
    	
 
    	
USC
    	
 
    	
Accounts   Receivable — Customers
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
8
    	
 
    	
AMDD   Print Bill Report
    	
 
    	
USC
    	
 
    	
Accounts   Receivable — Customers
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
9
    	
 
    	
Suppressed   Bill AFP Control File
    	
 
    	
USC
    	
 
    	
Accounts   Receivable — Customers
    

 

5

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
PwC Ref #
    	
 
    	
Report Name
    	
 
    	
Business
   Unit
    	
 
    	
Business
   Process
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
16
    	
 
    	
Aged   AR Customer Balance Report (Output of control CDNP.1006)
    	
 
    	
USC
    	
 
    	
Revenue &   Receivables
    

 

6

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

EXHIBIT 5-A

 

AUP

 

	
#
    	
 
    	
IT General Control
    	
 
    	
AUP Procedure Description
    
	
1.1
    	
 
    	
Application   development/maintenance and program migration activities are performed   following a standardized process requiring approval. The change is tracked   and documented throughout the development lifecycle.
    	
 
    	
Select   a sample of [***] TOPS application changes that were implemented, confirm the   changes were authorized, tested, reviewed by the CAB, approved and documented   in accordance with the system development methodology.

 

Select   a sample of [***] TOPS hot fixes and confirm each fix was included in the   subsequent version release.
    
	
 

1.2
    	
 
    	
 

Application   changes are tested in a non-production environment prior to migration to the   production environment.
    	
 
    
	
1.3
    	
 
    	
Changes   require the approval of a Change Control Manager prior to being implemented   in production.
    	
 
    	
 
    
	
1.6
    	
 
    	
CAB   meetings are held to discuss and approve changes to be implemented into   Production.
    	
 
    	
 
    
	
1.4
    	
 
    	
Amdocs   uses Code Configuration tool (i.e. perforce) to determine that version   control is maintained.
    	
 
    	
Observe   the processing and inspect supporting documentation relating to the use of   Perforce to determine the system prevents concurrent update to a single   program by multiple programmers.
    
	
1.5
    	
 
    	
Maintenance   changes to the database are identified, documented, tested, and approved   prior to implementation in production.
    	
 
    	
Select   an application database maintenance change, confirm the change was   authorized, tested, approved and documented in accordance with the system   development methodology.
    
	
1.7
    	
 
    	
Access   to migrate TOPS changes to production is limited to authorized users based on   their job function.
    	
 
    	
Obtain   a system generated listing of individuals with access to the hot fix tool,   and confirm it is limited to the Amdocs Infrastructure Production team, and   that these users do not also have development access to application source   code.
    
	
 

1.8
    	
 
    	
 

Segregation   of duties exists between Developers and IT personnel authorized to implement   changes into production.
    	
 
    
	
2.1
    	
 
    	
Job   scheduling is accomplished using the AMC Maestro application. Access to   change predetermined job schedules and add new jobs to the schedule is   restricted to the Infrastructure group.
    	
 
    	
Obtain   a system generated listing of individuals with access to modify the job   schedule, confirm it is limited to the Amdocs Infrastructure Production team.
    
	
2.2
    	
 
    	
Job   statuses are recorded by the system in an SLA database. The Scheduling group   documents processing irregularities in UTS and notifies the necessary   departments of the incident. Once resolved, the corrective actions performed   are documented within UTS. Operations management reviews incident reports   from UTS daily to determine timely resolution.
    	
 
    	
Select   a sample of [***] failed SLA database jobs and confirm an incident ticket was   opened in UTS, and the issue was tracked to resolution.

 

For   a sample of days confirm Operations Management reviewed the daily incident   reports to assess timely resolution of noted issues.
    

 

Exhibit 5-A to Appendix 5 (MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
IT General Control
    	
 
    	
AUP Procedure Description
    
	
3.1
    	
 
    	
The   user organization transmits all data to a TOPS server. The Operations group   monitors files coming into TOPS to determine that files are properly received   and are transferred to the appropriate directories. During the transfer   process, the files are logged in the audit and control table.
    	
 
    	
Observe   the procedures in place for monitoring of files coming into the TOPS   application to confirm files are received and transferred to intended   directories.

 

Select   [***] incoming data files and confirm the file was logged in the audit and   control table. 
    
	
3.2
    	
 
    	
If   errors occur in the process, an alert is sent to the Operations group. If   errors are not resolved in a timely manner, shift management is notified.
    	
 
    	
Observe   the processing and inspect supporting documentation relating to the process   used to notify the Operations group of errors in the FTP.
    
	
3.3
    	
 
    	
Upon   loading the incoming usage files, the system performs checks on files   received to determine that the files are complete and accurate. Record-level   edits and duplicate record checks are also performed to determine that only   valid records are processed.
    	
 
    	
Observe   the processing and inspect supporting documentation relating to the file and   record-level edits and duplicate record checks performed on incoming files   received to determine that only valid records are processed.

 

Select   [***] EDR’s that is over [***] days old and determine that the EDR’s were not   processed for billing.

 

Select   [***] EDR’s and inspect supporting documentation to determine that the EDR’s   could not be applied to the subscriber account more than once.
    
	
3.4
    	
 
    	
Upon   receipt of AR payment and back-out batch files, the load program performs   record-level edits to determine that only valid records are processed.
    	
 
    	
Select   [***] AR payment files and inspect supporting documentation to determine that   the files could not be processed if out of sequential order.

 

Select   [***] AR payment files and inspect supporting documentation to determine that   the files could not be processed if the format was invalid.

 

Select   [***] back-out files and inspect supporting documentation to determine that   the files could not be processed if out of sequential order.

 

Select   [***] back-out files and inspect supporting documentation to determine that   the files could not be processed if the format was invalid.

 

Select   [***] back-out file and inspect supporting documentation to determine that   the files could not be processed if the file was over [***] days old.
    
	
3.5
    	
 
    	
AR   and payment files are received from the user organization and processed in   sequential order to determine that the files are received and the files are   processed in the correct order. If the file is out of sequence or the file is   not processed, the user organization is notified of the problem by the AR   analyst.
    	
 
    	
Select   a sample of [***] days and obtain evidence of the daily balancing procedures   performed by the AR Analyst to determine if any discrepancies existed, and   noted discrepancies were communicated to the user organization. 
    

 

2

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
IT General Control
    	
 
    	
AUP Procedure Description
    
	
3.6
    	
 
    	
If   the system identifies errors with a file or with individual records, the   file/records are automatically sent to the AEM for review. Errors are   reviewed by the user organization and PSG Usage Audit and are either corrected   and reprocessed or written off.
    	
 
    	
Select   a sample of [***] days and obtain evidence of the PSG Usage Audit performed   to review errors identified in the AEM tool. Determined that noted errors   were tracked to resolution.
    
	
4.1
    	
 
    	
An   AR analyst performs a [***] comparison of the AR payment or back-out files   received in the lockbox to the files posted to the general ledger table to   determine that the files were posted accurately.
    	
 
    	
Select   a sample of [***] days and obtain evidence of the AR Analyst’s daily comparison   performed to determine that the AR payment or back-out files received in the   lockbox were posted accurately to the general ledger table.
    
	
4.2
    	
 
    	
Processed   events are balanced by PSG Usage Audit daily to determine that all events   received by Amdocs are (1) delivered to the user organization or (2) accounted   for within the error log. Variances greater than X are escalated to Service   Development OGS for investigation.
    	
 
    	
Select   a sample of [***] days and obtain evidence showing completion of the PSG   Usage Audit and daily balancing procedures.
    
	
4.3
    	
 
    	
Outcollect   records are processed to convert them to CIBER format and bundle the records   into files by roaming partner. The outcollect files are then sent to the user   organization for billing by its roaming partner in a timely manner.
    	
 
    	
Select   a sample of [***] days and determine that the outcollect verification process   was performed and outcollect records were sent to the user organization in a   timely manner.
    
	
5.1
    	
 
    	
The   Operations group monitors files leaving TOPS to determine that files are   appropriately transmitted and received by the intended party.
    	
 
    	
Observe   the processing and inspect supporting documentation relating to the process   used by the Operations group to monitor and determine that files are   appropriately transmitted to and received by the intended party.
    
	
5.2
    	
 
    	
If   errors occur in the transfer, an alert is sent to the Operations group. If   errors are not resolved in a timely manner, shift management is notified.
    	
 
    	
Observe   the processing and inspect supporting documentation relating to the process   used to notify Operations group and shift management of errors in the FTP.
    
	
6.1
    	
 
    	
Changes   to the third-party software are performed following a standardized process   requiring active management involvement and approval. All tax software   changes are authorized by director(s) and tested by Configuration   Management prior to implementation.
    	
 
    	
Observe   the processing and inspect supporting documentation relating to the process   used by the group to determine that third-party tax software files are   appropriately tested and approved by the user organization prior to   implementation in production.
    
	
6.2
    	
 
    	
Changes   to the database scripts are performed following a standardized process   requiring active management involvement and approval. All changes are   authorized by director(s) and tested by Configuration Management prior   to implementation.
    	
 
    	
Obtain   a system generated listing of individuals with access to the Script Runner   tool, confirm it is limited to authorized Amdocs users.

 

Select   a sample of [***] scripts that were run and confirm the changes were   authorized, tested, reviewed, approved and documented in accordance with the   system development methodology.
    
	
6.3
    	
 
    	
AR   Analysts perform daily balancing procedures to determine that the Aged Trial   Balance, Proof and Balance tables, BAN journal, and GL reconcile. Any   discrepancies are noted in a UTS ticket and summarized in an email to the   user organization.
    	
 
    	
Select   a sample of [***] days and obtain evidence of the daily balancing procedures   performed by the AR Analyst to determine if any discrepancies existed, and   noted discrepancies were communicated to the user organization. 
    
	
7.1
    	
 
    	
For   each billing cycle, PSG T2.5 Revenue Audit performs bill validations to   determine that the non-usage, revenue and billing reports in TOPS are   complete and accurate by validating that the monthly recurring charges,   one-time charges, adjustments, and BAN and subscriber counts reconcile.
    	
 
    	
Select   a sample of [***] billing cycles and obtain evidence of the billing cycle   checklist completed during the PSG T2.5 Revenue Audit to confirm   billing-critical items were completed in a timely manner.

 
    

 

3

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
IT General Control
    	
 
    	
AUP Procedure Description
    
	
7.3
    	
 
    	
As   part of the billing procedures performed by PSG T2.5 Revenue Audit, a review   is performed to determine that billing reports are appropriately sent to the   user organization.
    	
 
    	
Select   a sample of [***] billing cycles and obtain evidence of the cycle approval   notifications, indicating completion of the analysis and approval of the   cycle for invoice printing and mailing by the user organization.
    
	
7.2
    	
 
    	
For   each billing cycle, PSG T2.5 Revenue Audit performs QA procedures to determine   a sample of invoices have complete and accurate layouts, account-level   totals, monthly recurring charges, phone numbers and taxes.
    	
 
    	
Select   a sample of [***] billing cycles and obtain evidence of the invoice review   checklists (i.e., QA packets) completed during the PSG T2.5 Revenue Audit to   confirm a sample of invoices for completeness and accuracy.
    
	
7.4
    	
 
    	
PSG   T2.5 Revenue Audit compares the total billing cycle’s number of accounts,   charges, and revenue to prior months for unusual fluctuations.
    	
 
    	
Select   a sample of [***] billing cycles and obtain evidence of the trending analysis   performed to determine that unusual fluctuations were identified and   investigated.
    
	
7.5
    	
 
    	
The   BL1_INVOICE table reconciles with the AR1_INVOICE table.
    	
 
    	
Confirm   that the BL1_INVOICE table reconciles with the AR1_INVOICE table.
    
	
7.6
    	
 
    	
Billing   Scheduling uses the usage tables to determine the billing files received are   processed in a timely manner. Processing problems identified are communicated   to the T2.5 Production Support group for investigation and are documented in   UTS.
    	
 
    	
Select   a sample of [***] billing cycles and obtain UTS case files to determine that   procedures were completed to resolve any cycle errors.
    
	
7.7
    	
 
    	
For   each billing cycle, PSG T2.5 Revenue Audit reviews the reseller invoices to   determine that they are complete and accurate. The procedures are documented   on a Wholesale billing cycle checklist and include validating that invoice   data against the Bill Tape reports to help ensure the amounts reconcile.
    	
 
    	
For   a sample of billing cycles, inspected the Wholesale Billing Checklist and   determined that the Analyst reconciled the invoice data against the Bill Tape   reports to verify completeness of data. Determined that noted discrepancies   were tracked to resolution.
    

 

4

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

APPENDIX 6

 

Scope of Nightly Sanity Testing

 

Details of sanity testing activities for each of the B/OSS Solution applications include the following:

 

1.                                      CIM:

 

1.1                               Log into application and validate an address

 

1.2                               Verify successfully swapping a customer’s device using a postpaid account

 

1.3                               Verify successfully changing a customer’s phone number using a postpaid account

 

1.4                               Verify successfully adding device financing using a postpaid account

 

1.5                               Purchase an accessory

 

1.6                               Verify successfully swapping a customer’s device using a prepaid account

 

2.                                      RIM:

 

2.1                               Log into the application

 

2.2                               Perform a successful prepaid replenishment payment to restore service

 

2.3                               Perform a successful prepaid and postpaid payment and verify an accurate receipt, including the correct customer message on the receipt

 

2.4                               Verify successfully swapping a customer’s device using a prepaid account

 

2.5                               Successfully activate a prepaid and a postpaid new subscription and print to verify customer agreement

 

3.                                      RIM LITE:

 

Log into the application and verify successfully swapping a customer’s device

 

4.                                      MicroTelecom:

 

4.1                               Log into the application and open a drawer

 

4.2                               Review receipts from RIM payments once the RIM sanity activities complete, and close the opened drawer

 

5.                                      MCSS:

 

5.1                               Log into MCSS website

 

5.2                               Validate the Captcha functionality and a new prepaid device for activation

 

Appendix 6 (MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

6.                                      Prepaid:

 

6.1                               Log into Prepaid website

 

6.2                               Validate the Captcha functionality and a new prepaid device for activation

 

2

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

APPENDIX 7

 

Change Impact Analysis Requirements

 

Details of impact analysis for each Change Record to be reviewed during the CAB meetings include but are not limited to the following:

 

1.                                      Issue description (why do we need to make the change?)

2.                                      Quantification of Issue and expected improvement after correction

(a)                                 Error rate impact

(b)                                 Response time impact

(c)                                  Other impact

3.                                      Fix description

4.                                      Impacted processes

5.                                      Impacted components

6.                                      Impacted interfaces

7.                                      Impact to configuration settings

8.                                      Impact to security

9.                                      Complexity/risk of fix (High/Medium/Low and justification of rating)

10.                               Tested scenarios and results

11.                               Recommended to be implemented with a release or stand-alone?

12.                               Recommended to be implemented in a phased deployment?

13.                               Detailed back out plan

14.                               Duration of back out

 

Appendix 7 (MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

APPENDIX 8

 

Monitoring

 

1.              Table 1 below indicates the Monitoring Functions (as defined by Table 2 herein) that Provider will be responsible to monitor for each of the applications, Systems and environments.

 

2.              The metrics to be monitored and corresponding thresholds for each such metric shall be agreed upon by the parties and may be revised from time to time by agreement between Provider and USCC.

 

Table 1

 

	
 
    	
 
    	
Level 1- Foundation
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Level 2- Performance
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Level 3- Proactive Operations
    
	
Monitoring Levels
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Level 4- Business
    
	
Application / System / Environment
    	
 
    	
System
    	
 
    	
Error
   handling
    	
 
    	
Availability
   &
   Connectivity
    	
 
    	
Database
    	
 
    	
Middleware
    	
 
    	
Batch
   Jobs /
   Daemons
    	
 
    	
Application
   Queues
    	
 
    	
iTrend
    	
 
    	
Volumetric
    	
 
    	
End User
   Experience
    	
 
    	
SLA
    
	
OMS in Production Environment
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    
	
CRM in Production Environment
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    
	
ABP in Production Environment
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    
	
TC in Production Environment
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
No
    	
 
    	
n/a
    	
 
    	
n/a
    
	
RIM in Production Environment
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    
	
MCSS in Production Environment
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    
	
APRM in Production Environment
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    

 

Appendix 8 (MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
 
    	
 
    	
Level 1- Foundation
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Level 2- Performance
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Level 3- Proactive Operations
    
	
Monitoring Levels
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Level 4- Business
    
	
Application / System / Environment
    	
 
    	
System
    	
 
    	
Error
   handling
    	
 
    	
Availability
   &
   Connectivity
    	
 
    	
Database
    	
 
    	
Middleware
    	
 
    	
Batch
   Jobs /
   Daemons
    	
 
    	
Application
   Queues
    	
 
    	
iTrend
    	
 
    	
Volumetric
    	
 
    	
End User
   Experience
    	
 
    	
SLA
    
	
AEM/ARCM in Production Environment
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
n/a
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
n/a
    	
 
    	
No
    
	
MicroTelcom in Production Environment
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
n/a
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    
	
EOD/A/R in Production Environment
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
n/a
    	
 
    	
n/a
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
No
    	
 
    	
n/a
    	
 
    	
n/a
    	
 
    	
n/a
    
	
Invoicing (billing) in Production Environment
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
n/a
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
No
    	
 
    	
n/a
    	
 
    	
n/a
    	
 
    	
n/a
    
	
TRB in Production Environment
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
n/a
    	
 
    	
Yes
    
	
Enterprise Service Bus (ESB) in Production Environment
    	
 
    	
No
    	
 
    	
No
    	
 
    	
No
    	
 
    	
No
    	
 
    	
No
    	
 
    	
No
    	
 
    	
No
    	
 
    	
No
    	
 
    	
No
    	
 
    	
No
    	
 
    	
No
    
	
3rd Party Systems in Production Environment and   Non-Production Environments
    	
 
    	
No
    	
 
    	
No
    	
 
    	
No
    	
 
    	
No
    	
 
    	
No
    	
 
    	
No
    	
 
    	
No
    	
 
    	
No
    	
 
    	
No
    	
 
    	
No
    	
 
    	
No
    
	
Training Environments (Non-Production Environment)
    	
 
    	
No
    	
 
    	
No
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
No
    	
 
    	
No
    	
 
    	
No
    	
 
    	
Yes
    	
 
    	
No
    
	
Performance Testing Environment (PTE) (Non-Production   Environment)
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
No
    	
 
    	
Yes
    	
 
    	
Yes
    	
 
    	
No
    
	
Other Non-Production Environments
    	
 
    	
No
    	
 
    	
No
    	
 
    	
Yes
    	
 
    	
No
    	
 
    	
Yes*
    	
 
    	
Yes*
    	
 
    	
No
    	
 
    	
No
    	
 
    	
No
    	
 
    	
No
    	
 
    	
No
    

 

* Provider will provide basic up/down monitoring in such Non-Production Environments inclusive of Weblogic, daemons and critical batch processes

 

2

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

Table 2

 

	
Monitoring
   Function
    	
 
    	
Description
    
	
System
    	
 
    	
Monitoring of CPU/Memory/SWAP/IO, file system and SNMP   trap processing from Non-Amdocs system. System monitoring does not include   storage, network and other layers below the operating system that are not   visible from the agents running on the servers.
    
	
Error Handling
    	
 
    	
Monitoring of all known warning or fatal application   and/or third party error code, monitored in the application and the   middleware log files.
    
	
Availability & Connectivity
    	
 
    	
Monitoring if a process or an application is started   and running as expected, includes ping, port check and URL check for specific   interfaces and/or servers
    
	
Database
    	
 
    	
Monitoring table space, availability and application   performance per the access available.  Database monitoring does not include monitoring of the physical level of   the database.
    
	
Middleware
    	
 
    	
Monitoring of metrics to examine health and performance   of application Weblogic and web server instances
    
	
Batch Jobs / Daemons
    	
 
    	
Monitoring the status of all batch jobs and daemon   processes in the System, including up/down, success/failure and current run   time.
    
	
Application Queues
    	
 
    	
Monitoring application queries, providing metrics on   application queue length, lag, volume, throughput and status.
    
	
iTrend
    	
 
    	
Providing historical reporting and real-time trending   view for all error and warning messages in predefined System and Application   logs
    
	
Volumetric
    	
 
    	
Providing historical volume statistics to trend real   time and detect abnormal events (in terms of volumes, success rates and   throughputs) on predefined transactions such as activation, payments,   recharges and disconnects.
    
	
End User 
    	
 
    	
Monitoring end user experience round trip performance   and availability using synthetic scripts, running
    

 

3

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Experience
    	
 
    	
against live production online systems to simulate end   user execution flow with simulated users
    
	
 
    	
 
    	
 
    
	
SLA
    	
 
    	
Collecting latency data for online transactions for the   measurement of the Atomic API Response Time Service Level set forth in   Exhibit B-1 to Annex B of this MSSOW.
    

 

4

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

APPENDIX 9

 

Tools (Including Self-Service Tools)

 

	
No.
    	
 
    	
Tool
    	
 
    	
Description of the tool
    	
 
    	
Operated by
    	
 
    	
Timing
    	
 
    	
Hosted in
    	
 
    	
USCC Can
   Access
   during
   Engagement
    	
 
    	
Category
    	
 
    	
Related SLA category
    	
 
    	
Comments
    
	
1
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
2
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
3
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
4
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
5
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
6
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
7
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
8
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
9
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
10
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
11
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
12
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
13
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
14
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
15
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
16
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
17
    	
 
    	
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18
    	
 
    	
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19
    	
 
    	
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20
    	
 
    	
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21
    	
 
    	
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22
    	
 
    	
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23
    	
 
    	
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24
    	
 
    	
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25
    	
 
    	
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26
    	
 
    	
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27
    	
 
    	
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28
    	
 
    	
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29
    	
 
    	
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30
    	
 
    	
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31
    	
 
    	
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32
    	
 
    	
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33
    	
 
    	
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34
    	
 
    	
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35
    	
 
    	
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36
    	
 
    	
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37
    	
 
    	
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38
    	
 
    	
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39
    	
 
    	
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40
    	
 
    	
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41
    	
 
    	
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42
    	
 
    	
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43
    	
 
    	
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44
    	
 
    	
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45
    	
 
    	
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46
    	
 
    	
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47
    	
 
    	
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48
    	
 
    	
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49
    	
 
    	
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50
    	
 
    	
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51
    	
 
    	
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52
    	
 
    	
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53
    	
 
    	
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54
    	
 
    	
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55
    	
 
    	
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56
    	
 
    	
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Appendix 9 (MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

APPENDIX 10

 

Get Well Plan

 

As part of the Get-Well Plan in this Appendix 10 to the MSSOW, the performance of which is subject to Section 1.4 of the MSSOW, Amdocs shall deploy in accordance with this Get-Well Plan the enhancements and Defect corrections to the B/OSS Solution.

 

Enhancements

 

	
Title
    	
 
    	
Get-
   well
   Plan
    	
 
    	
Task
   Status
    	
 
    	
Target release(1)
    	
 
    	
Certification need by
   Testing team
    
	
Enhancement   118 - Defect ID - 53204
    	
 
    	
[***]
    	
 
    	
Completed
    	
 
    	
R4
    	
 
    	
Y
    
	
Enhancement   503 - Defect 64082
    	
 
    	
[***]
    	
 
    	
Completed
    	
 
    	
R3.1
    	
 
    	
Y
    
	
Enhancement   130
    	
 
    	
[***]
    	
 
    	
Completed
    	
 
    	
R3.1
    	
 
    	
Y
    
	
Enhancement   84a
    	
 
    	
[***]
    	
 
    	
Not   Started
    	
 
    	
R6
    	
 
    	
Y
    
	
Enhancement   106
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
R4.1
    	
 
    	
N
    
	
Enhancement   107
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
R4.1
    	
 
    	
N
    
	
Enhancement   115
    	
 
    	
[***]
    	
 
    	
Completed
    	
 
    	
R2.1   HF
    	
 
    	
Y
    
	
Enhancement   117a
    	
 
    	
[***]
    	
 
    	
Completed
    	
 
    	
R2.1   HF
    	
 
    	
Y
    
	
Enhancement   118
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
R4.1
    	
 
    	
N
    
	
Enhancement   153
    	
 
    	
[***]
    	
 
    	
Completed
    	
 
    	
R4
    	
 
    	
N
    
	
Enhancement   156
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
R4
    	
 
    	
N
    
	
Enhancement   87
    	
 
    	
[***]
    	
 
    	
Completed
    	
 
    	
R3.1
    	
 
    	
N
    
	
Enhancement   92
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
R4
    	
 
    	
N
    
	
Enhancement   94 - Tracked under Defects 62538 (Open) & 57590 (Fixed)
    	
 
    	
[***]
    	
 
    	
Completed
    	
 
    	
R4
    	
 
    	
N
    
	
Enhancement   98
    	
 
    	
[***]
    	
 
    	
Completed
    	
 
    	
R4
    	
 
    	
N
    
	
Enhancement   99
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
R4
    	
 
    	
N
    
	
Enhancement   123.1
    	
 
    	
[***]
    	
 
    	
Completed
    	
 
    	
R4
    	
 
    	
N
    
	
Enhancement   133
    	
 
    	
[***]
    	
 
    	
Completed
    	
 
    	
N/A
    	
 
    	
N
    
	
CR   1236 - Eliminate FA/BA -
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
R4.1
    	
 
    	
Y
    
	
Enhancement   500
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
R4
    	
 
    	
N
    
	
Enhancement   501
    	
 
    	
[***]
    	
 
    	
Deferred
    	
 
    	
Open   - not yet targeted for a release - New/Standalone - Pending confirmation for   R5
    	
 
    	
Y
    
	
Enhancement   504
    	
 
    	
[***]
    	
 
    	
Submitted
    	
 
    	
Open   - not yet targeted for a release - New/Standalone - Pending confirmation for   R5
    	
 
    	
Y
    
	
Enhancement   123
    	
 
    	
[***]
    	
 
    	
Not   Started
    	
 
    	
R6
    	
 
    	
Y
    
	
Enhancement   507 (to consolidate with 513)
    	
 
    	
[***]
    	
 
    	
Ready   for Test
    	
 
    	
Open   - not yet targeted for a release - New/Standalone - Pending confirmation for   R4.1
    	
 
    	
Y
    
	
Enhancement   508
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
R5
    	
 
    	
Y
    
	
Enhancement   510
    	
 
    	
[***]
    	
 
    	
Closed
    	
 
    	
Prior   to R4
    	
 
    	
Y
    
	
Enhancement   511
    	
 
    	
[***]
    	
 
    	
Completed
    	
 
    	
R3
    	
 
    	
Y
    
	
Enhancement   512
    	
 
    	
[***]
    	
 
    	
Completed
    	
 
    	
R3
    	
 
    	
Y
    
	
Enhancement   513 (to consolidate with 505)
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
R5
    	
 
    	
Y
    
	
IR0052
    	
 
    	
[***]
    	
 
    	
Completed
    	
 
    	
R3
    	
 
    	
Y
    
	
IR0053
    	
 
    	
[***]
    	
 
    	
Deferred
    	
 
    	
R6
    	
 
    	
Y
    

 

(1)  Any cell in the column marked as “open” need to be go through the Release Change Request Process for a closed Release or be targeted to an open Release

 

Appendix 10 (MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Title
    	
 
    	
Get-
   well
   Plan
    	
 
    	
Task
   Status
    	
 
    	
Target release(1)
    	
 
    	
Certification need by
   Testing team
    
	
TC   Monitoring
    	
 
    	
[***]
    	
 
    	
Completed
    	
 
    	
R4
    	
 
    	
N
    
	
Enhancement   168 - Part 1
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
R4
    	
 
    	
Y
    
	
Enhancement   168.1
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
Open   - not yet targeted for a release
    	
 
    	
Y
    
	
UTS   150
    	
 
    	
[***]
    	
 
    	
Completed
    	
 
    	
R3.1
    	
 
    	
N
    
	
Enhancement   X
    	
 
    	
[***]
    	
 
    	
Not   Started
    	
 
    	
TBD   - waiting USCC CR
    	
 
    	
 
    
	
Enhancement   168 - Part 2
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
Open   - not yet targeted for a release - New/Standalone - Pending confirmation for   R4.1
    	
 
    	
Y
    
	
Enhancement   131
    	
 
    	
[***]
    	
 
    	
Ready   for Test
    	
 
    	
R4
    	
 
    	
N
    
	
Enhancement   104
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
Subject   to Change Management Process
    	
 
    	
N
    
	
Enhancement   117
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
R4
    	
 
    	
N
    
	
Enhancement   118a
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
R4
    	
 
    	
N
    
	
Enhancement   119
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
R4
    	
 
    	
N
    
	
Enhancement   155
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
R4
    	
 
    	
N
    
	
Enhancement   88
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
R4
    	
 
    	
N
    
	
Enhancement   1212
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
Open   - not yet targeted to a release - pending USCC review
    	
 
    	
Yes
    
	
Enhancement   152
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
R4
    	
 
    	
N
    
	
Enhancement   154
    	
 
    	
[***]
    	
 
    	
Completed
    	
 
    	
R4
    	
 
    	
N
    
	
Enhancement   136
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
R4
    	
 
    	
N
    
	
Enhancement   505
    	
 
    	
[***]
    	
 
    	
In   Progress
    	
 
    	
R4.1
    	
 
    	
Y
    

 

Defects

 

	
Defect
   ID
    	
 
    	
Summary
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]t
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    

 

2

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    

 

3

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
[***]
    	
 
    	
[***]
    
	
[***]
    	
 
    	
[***]
    

 

4

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

ANNEX A

 

Transition Services

 

1.1                               The Transition Services shall be provided in accordance with Schedule A to the MSOWMS.

 

1.2                               With respect to Section 5.4 in Schedule A to the MSOWMS, the parties’ execution of this MSSOW shall be deemed to reflect the delivery by USCC of an Assumption Directive and a Satisfied Notice thereunder with respect to the Transition Services under this MSSOW.

 

Annex A (MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

Exhibit A-1

 

Transition Plan

 

1.                                      Overview

 

The purpose of this document is to outline a Transition Plan guiding Amdocs and USCC through the Transition Period. A detailed Transition Plan will describe the activities to take place during the Transition Period and address key matters to be covered during the Transition Period. This is in order to provide service with minimal disruption to daily business activities (i.e., “business as usual”, or, BAU).

 

1.1.          High Level Timeline

 

The timeline of the transition process will be defined [***]. The due date for the [***].

 

[***] terms between each of the parties. It should also be noted that there are some activities and various 

 

[***Picture Removed***]

 

stages of the project which may occur in parallel

 

2.                                      Critical time lines

 

2.1.                            Time Line Summary

 

Amdocs recognizes the importance of a timely transition. As Amdocs and USCC already have a long-established working relationship supporting Business Operations, Amdocs plans to provide a stable transition plan showing reduced timeframes in as little as [***] weeks. This strategic offering will allow USCC to remain focused on its business goals while Amdocs supports the Business Operations. The timeline is based on USCC’s official approval and due diligence to start approximately [***] after approval. [***]

 

[***Picture Removed***]

 

2.2.                            Individual Timelines

 

The following in-scope applications will transfer Business Operational Support in the following manner:

 

2

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

[***Picture Removed***]

 

3

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

2.3.                            Detailed Transition Plan

 

A sample Detailed Transition Plan is included in the project plan, with all activities and due dates identified.

 

2.3.1.                  General Milestones (Actual dates in Exhibit A-2 to the MSSOW)

 

	
MILESTONE
    	
 
    	
[***]
    
	
Firewall Access requirements   for Monitoring & UTS Access
    	
 
    	
[***]
    

 

4

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
MILESTONE
    	
 
    	
[***]
    
	
Integration of Remedy to UTS
    	
 
    	
[***]
    
	
Identify necessary onsite   seating for initial KT and transition
    	
 
    	
[***]
    
	
USCC Communication plan to   employees
    	
 
    	
[***]
    
	
New SLA agreement to start   one month after Amdocs has been fully operating in managed services
    	
 
    	
[***]
    

 

2.3.2.                                     Overall Milestones

 

	
MILESTONE
    	
 
    	
EXPECTED COMPLETION AFTER START DATE
    
	
Key Resource Access to   necessary USCC on-line systems and tools
    	
 
    	
[***]
    
	
Due Diligence Review of each   area in scope
    	
 
    	
[***]
    
	
USCC Business Process review
   (Amdocs review of the current USCC business processes as part of the Due   Diligence process)
    	
 
    	
[***]
    
	
Start of Shadow from USCC To   Amdocs
    	
 
    	
[***]
    
	
Complete Shadow from USCC To   Amdocs
    	
 
    	
[***]
    
	
Cross-team integration with   USCC as the Primary
    	
 
    	
[***]
    
	
Additional Amdocs Resource   Access to necessary USCC on-line system and tools
    	
 
    	
[***]
    
	
Confirmation Amdocs Take   Primary in cross-integrations
    	
 
    	
[***]
    

 

5

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
MILESTONE
    	
 
    	
EXPECTED COMPLETION AFTER START DATE
    
	
KT to USCC Parties on   business process changes (Tier 1, Third Party Vendors, etc.)
    	
 
    	
[***]
    
	
Start Generation of necessary   reporting in respected areas
    	
 
    	
[***]
    
	
Full Transition to Amdocs
    	
 
    	
[***]
    
	
Final Business Process Review   with impacted teams on issues and process changes
    	
 
    	
[***]
    

 

3.                                      Transition Plan

 

	
TASK
    	
 
    	
ACTIVITIES
    	
 
    	
USCC REQUIREMENTS
    
	
Detailed   Transition Planning 
    	
 
    	
1.              Establish   the Joint Transition Team

2.              Prepare   High-Level Transition Plan

3.              Prepare   Transition Risk Management Plan

4.              Define   team organizational structure (Amdocs and USCC working processes and   personnel assignments

5.              Prepare   detailed Transition Plans for each Area:

a.              HR   Knowledge Transfer

b.              Hardware   and Software

c.               In-flight   projects (ending after Service Commencement)

d.              Facilities

e.               PMO   (budget, travel, risk management)

f.                Finance   (accounting aspects, SLA aspects, Legal aspects, etc.)
    	
 
    	
1.              Participate   in joint sessions

2.              Support   personnel assignments

3.              Provide   information

4.              Approve   plans

5.              Provide   resources projection for sustained services

6.              Nominate   focal point for each area
    
	
Acceptance Planning
    	
 
    	
1.              Define   acceptance process

2.              Define   KPIs, measurement and reporting methods

3.              Define   acceptance criteria

4.              Define   corrective measures
    	
 
    	
1.              Jointly   define process

2.              Approve   acceptance plan
    
	
Review and Approval
    	
 
    	
1.              Ongoing   review of deliverables

2.              Provide   feedback

 
    	
 
    	
1.              Participate   in joint sessions

2.              Provide   feedback

3.              Ongoing   approval of 
    

 

6

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
TASK
    	
 
    	
ACTIVITIES
    	
 
    	
USCC REQUIREMENTS
    
	
 
    	
 
    	
3.              Obtain   approval 
    	
 
    	
deliverables
    
	
Facility Setup for Knowledge Transfer
    	
 
    	
1.              Allocate:

a.              Working   space

b.              Telephony &   connectivity

c.               Furniture &   desktops

d.              H/W &   S/W

2.              Make   security arrangements

3.              Reflect   the project in the Amdocs Business Continuity Plan
    	
 
    	
1.              Allocate   working space and equipment for the on-site team

2.              Provide   access to relevant systems
    
	
In-scope Non-Amdocs systems: Onsite/ Off-Shore Training

(parallel activities)
    	
 
    	
1.              Execute   Knowledge Acquisition from for in-scope applications, processes and tools

2.              Completion   of off-shore training by Amdocs trainers
    	
 
    	
1.              Provide   SME’s for each main topic

2.              Provide   existing documentation

3.              Assure   cooperation from external vendors

4.              Allocate   a training environment if needed
    
	
In-scope Non-Amdocs systems: Shadow
    	
 
    	
1.              Perform   assigned tasks

2.              Provide   secondary support

3.              Report   agreed upon KPIs

4.              Evaluate   performance against agreed targets

5.              Provide   corrective measures as needed
    	
 
    	
1.              Allocate   up to [***]% from actual work

2.              Provide   representative sample from ticket history

3.              Assess   Amdocs performance
    
	
In-scope Non-Amdocs systems: Reverse Shadow
    	
 
    	
1.              Perform   assigned tasks

2.              Report   agreed upon KPIs

3.              Gradually   provide primary support

4.              Evaluate   performance against agreed upon targets

5.              Provide   corrective measures as needed
    	
 
    	
1.              Allocate   up to [***]% from actual work

2.              Provide   secondary support

3.              Assess   Amdocs performance
    
	
Transition Evaluation
    	
 
    	
1.              Evaluate   performance based on agreed upon acceptance criteria

2.              Provide   corrective measures as needed

3.              Go/No   Go decision
    	
 
    	
1.              Jointly   execute acceptance plan 
    
	
Service Delivery
    	
 
    	
1.              Fully   perform in-scope services

2.              Report   agreed upon SLAs / KPI

3.              Evaluate   performance against agreed upon targets

4.              Provide   corrective measures as needed

5.              Final   acceptance by USCC
    	
 
    	
1.              Assess   Amdocs performance

2.              Jointly   execute final acceptance plan 
    

 

7

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

4.                                      TRANSITION Plan components

 

The operational transition process is described at a high level in the schematic below. The due date for each phase will be decided according to Amdocs and USCC agreed-upon milestones.

 

4.1.                            Joint Commitments

 

Both Amdocs and USCC will collaborate to conduct all required activities as specified in the detailed plan during the transition period.

 

Both Amdocs and USCC agree to mitigate risks associated with employee attrition, non-stabilized systems, and any old systems or operational processes with no direct resources or documentation, by conducting a targeted knowledge transfer program in the critical or at-risk applications and process area.

 

USCC agrees to provide Amdocs with the all facilities and equipment required to provide the onsite in-scope Services required until the transitional period has successfully completed.

 

Amdocs will assign a Transition Team of experts with Deployment, Managed Services and Cross-Functional experience to manage the Transition.

 

4.2.                            Communication

 

A key success factor for the transition is to ensure open, timely, and accurate communication at all levels between Amdocs and USCC team members, as well as in-scope personnel. Transition communication considerations include:

 

	
KEY
   STAKEHOLDERS
    	
 
    	
STAKEHOLDER
   AREAS OF
   CONCERN
    	
 
    	
KEY MESSAGES TO
   COMMUNICATE
    	
 
    	
COMMUNICATION
   METHODS TO BE
   USED
    	
 
    	
TIMING
    	
 
    	
RESPONSIBLE
    
	
PLANNING & EXECUTION
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Sponsor
    	
 
    	
Status

Cost

Schedule
    	
 
    	
Project Status

Schedule 
    	
 
    	
One on One update meeting

SMS

Phone Call

Email 
    	
 
    	
[***]
    	
 
    	
Service Management Transition Lead
    
	
Transition Program Manager 
    	
 
    	
Scope

Cost

Schedule

 
    	
 
    	
Schedule

Project Status

Defects encountered

Changes approved/rejected

Risk, Issues & Incident handling
    	
 
    	
Huddle

SMS

Phone Call

Email

SharePoint
    	
 
    	
[***]
    	
 
    	
Service Management Transition Lead
    
	
Service Management Transition Team Lead 
    	
 
    	
Schedule

Risk, Issues & incidents impacting 
    	
 
    	
Confidentiality

Schedule

Project Status

 
    	
 
    	
Email

Project Portal

SMS

 
    	
 
    	
[***]
    	
 
    	
Team members 
    

 

8

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
KEY
   STAKEHOLDERS
    	
 
    	
STAKEHOLDER
   AREAS OF
   CONCERN
    	
 
    	
KEY MESSAGES TO
   COMMUNICATE
    	
 
    	
COMMUNICATION
   METHODS TO BE
   USED
    	
 
    	
TIMING
    	
 
    	
RESPONSIBLE
    
	
 
    	
 
    	
timeline & cost

Changes impacting timeline & cost
    	
 
    	
Defects encountered

Changes approved/rejected

Risk, Issues & Incident handling
    	
 
    	
Meeting
    	
 
    	
 
    	
 
    	
 
    
	
OPERATE
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Sponsor 
    	
 
    	
SLA

Process

 
    	
 
    	
Legacy Team Performance

Issues & Concern

Lessons Learned
    	
 
    	
Email

SMS

Meeting
    	
 
    	
[***]
    	
 
    	
Team members
    
	
Production Manager
    	
 
    	
Cluster team progress
    	
 
    	
Dashboard: Target performance versus actual
    	
 
    	
Email
    	
 
    	
[***]
    	
 
    	
Cluster Team Head
    
	
Production Manager
    	
 
    	
Reports for Sponsor
    	
 
    	
Progress on Key Areas
    	
 
    	
Email

Meeting

SMS
    	
 
    	
[***]
    	
 
    	
Cluster Team Head
    

 

a.              Ensure that all decision makers and business unit leaders know the desired outcomes and strategies surrounding the Transition Plan arrangement.

 

b.              Ensure that both parties proactively and honestly share information, as well as feedback, with each other.

 

c.               Determine how and when employees and third parties directly affected by the outsourcing initiative will be advised.

 

d.              Determine how and when employees and third parties unaffected by the outsourcing initiative will be advised.

 

e.               Communicate key and go/no-go decisions by the Transition Team in order to properly execute the Transition Plan.

 

4.3.                            Transition Risks

 

Amdocs recognizes that there are major risks identified for any Transition Plan. A Transition Risks Document will be created and become a living document through the transition project.  The Transition Risks will be reviewed and evaluated with all stakeholders periodically.

 

4.4.                            Knowledge Transfer

 

As a key transition principle, Amdocs will develop a detailed Knowledge Transfer Plan to mitigate a negative service delivery impact relevant to the applicable scope of work.

 

Transferring knowledge has several key success factors. These are:

 

9

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

a.              Focus: The transition needs to be timely to maintain delivery focus and avoid knowledge loss. Due to the short timeframe, Amdocs will focus on critical or at-risk areas.

 

b.              Cooperation: It is critical to the success of a knowledge transfer plan to gain the full cooperation of all domain owners.

 

c.               Documentation: In addition to hands-on training, knowledge of the processes will be transferred through training and documentation. Existing documentation will need to reflect this knowledge to ensure USCC and Amdocs have a stable and reliable knowledge base going forward. As part of the Knowledge Transfer process, Amdocs will evaluate the existing documentation and will augment it as needed.

 

Because USCC will transfer the operational support for in-scope systems and functions to Amdocs employees, Amdocs expects to share the required business knowledge and primary technical knowledge with USCC resources. However, in order to mitigate any risks associated with employee attrition, Amdocs intends to conduct a knowledge transfer program in the critical or at-risk areas ensuring transfer and retention. During the pre-transition period, USCC and Amdocs will conduct a detailed mapping of all in-scope roles and responsibilities along with the supported applications. As part of this mapping the following will need to be identified:

 

a.              Critical services or operational activities

 

b.              High risk operational activities or interfaces

 

c.               Applications, processes or interfaces in a critical lifecycle phase (e.g., major rolling into production or decommissioning)

 

d.              Following the mapping, Amdocs and USCC will prioritize all identified areas, and based on this prioritization, will create a detailed knowledge transfer plan which will naturally adhere to the required transition timelines.

 

Amdocs plans to utilize the following Knowledge Transfer methods:

 

a.              Documentation review

 

b.              Presentation and module review with relevant employees

 

c.               Hands-on practice project work

 

d.              Hands-on live project work

 

e.               Hands-on defect work

 

f.                Hands-on production support work

 

As part of the plan, Amdocs and USCC will define Key Performance Indicators that will enable tracking of the knowledge transfer progress and success. A readiness assessment checklist will evaluate, in detail, competency areas, those being:

 

a.              Training Completeness

 

b.              Project Competency

 

c.               Documentation Completeness

 

10

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

d.              Tools Access and Competency

 

e.               Deliverables Quality Assessment

 

f.                Work Procedures Competency

 

The following diagram illustrates a gradual and soft transition, allowing Amdocs to digest the knowledge, and USCC to adjust the organization plans as Amdocs teams mature in the Operational activities while keeping full continuity of quality services.

 

[***Picture Removed***]

 

4.5.                            Knowledge Transfer as a Risk Mitigation

 

There is always a possibility that existing USCC employees may not accept the Transition Plan. This can be a risk for the transition process and needs to be mitigated to ensure a stable production system. As part of the mitigation strategy, Amdocs will use the process as outlined in the schematic below. This process will be triggered on the launch date.

 

Amdocs recognizes that employees may need to dedicate [***] hours on a [***] basis to ensure a successful knowledge transfer.

 

11

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

[***Picture Removed***]

 

4.6.                            Handling of Insufficiently Documented Processes

 

Amdocs and USCC will conduct an audit of any existing processes that are incompletely documented. Once the operational purpose has been identified, Amdocs and USCC will decide whether the process is integrated into the new solution, or at which stage of the project it will be phased out over a period of time. Amdocs will work with USCC to consider the best option for each of the insufficiently documented processes. To achieve this, part or all of the following processes and procedures will be applied:

 

a.              Documentation and notes review

 

b.              Presentation and module review with relevant employees and SMEs

 

c.               Hands-on practice project work

 

d.              Hands-on live project work

 

e.               Hands-on defect work

 

f.                Hands-on production support work

 

As part of Due Diligence activities, sometimes documentation is identified as missing.  A request must be sent for obtaining these documents.

 

4.7.                            Transition Logistics

 

The logistics and facilities requirement for any Amdocs team to effectively operate from a USCC location is imperative.

 

a.              Office Space Location with Workstations, Chairs and Pantry Area:

 

Amdocs and USCC will work together to define a seating area which can accommodate the employees and contractors at all relevant sites.

 

12

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

b.              Physical Security Access:

 

Amdocs and USCC must ensure that for the employees and contractors supporting the project, all resources should be issued proximity cards for the floor, and any access permissions needed to enable them to access facilities seamlessly.

 

c.               Command Control Center:

 

Amdocs and USCC employees will jointly support the Command Center for operational activities during the transition period.

 

d.              Conference Room:

 

Amdocs and USCC employees will require one Conference Room to hold meetings with audio-conferencing and multi-media projection equipment capabilities during the transition period (minimum [***]).

 

e.               Network Facilities and System Access:

 

Amdocs and USCC employees will use their existing Domain User Accounts to log in via the relevant networks.

 

f.                Desktop / Laptop Computers and Network Printers:

 

Amdocs and USCC employees will continue to use their existing desktop / laptop computers with access to the network domain and printers, as needed.

 

g.               Corporate Email, Telephony and Communications:

 

Amdocs and USCC employees will still continue to use the corporate email (Microsoft Exchange), telephony and internal communications medium (MS Office Communication System).

 

h.              Cellular Phones (Amdocs and USCC-provided Service Units)

 

During the transition period, Amdocs and USCC should request its employees not change service providers or numbers in order to retain assigned mobile numbers of selected employees. This will help to avoid any disruption related to communication and ensure continued support (SMS for monitoring alerts, escalation, coordination, etc.).

 

5.                                      Transition Teams

 

5.1.                            Transition Management Team

 

Amdocs and USCC will establish a joint Transition Management Team prior to the Transition Period Commencement Date. This team will include one manager from each Party and will meet weekly, either face-to-face or via video conference. This management forum will operate until the successful completion of the Transition Plan is completed. The Transition Management Team will:

 

a.              Provide guidance and resolutions for all outstanding transition issues

 

b.              Verify that the roles and responsibilities for both Amdocs and USCC personnel are well followed and fine-tuned, when needed

 

13

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

c.               Ensure that the Transition Project meets schedule and quality expectations

 

d.              Approve any changes that may be made to the Transition Plan or schedule

 

e.               Maintain smooth working relationships between Amdocs and USCC

 

f.                Review transition status and issues

 

5.2.                            Transition Program Management Office (PMO)

 

Amdocs and USCC will assign a Transition Manager and a PMO prior to the Transition Period Commencement Date to support the project. The Transition Manager will:

 

a.              Develop, maintain, coordinate, and govern the execution of specific transition plans

 

b.              Be the focal point for status reporting of the project

 

c.               Provide recommendations for changes to the Transition Plan to the joint Transition Management Team

 

d.              Coordinate and schedule [***] Transition Management Team meetings

 

e.               Maintain a master list of all outstanding issues through continuous communication with the Parties’ personnel involved in transition activities

 

f.                Escalate to the joint Transition Management Team all outstanding issues that cannot be resolved within the teams according to escalation procedures established by the Transition Manager

 

g.               Maintain a list of open issues to be used for risk management and control. Risks may be identified by any member of the Transition Team, and will be documented and analyzed within the Transition Risk Log.

 

5.3.                            Production Management Team

 

Amdocs and USCC will assign a Production Management Team prior to the Transition Period Commencement Date. This team will include Amdocs and USCC employees with the following areas of expertise: Production Management, Production Operations, Service Delivery Management, Billing Operations and Business Processes.

 

On the Production Commencement Date, the Production Management Team will assume responsibility for the processes in-scope utilizing the new and existing support teams.

 

During the Transition Period, Amdocs and USCC will conduct a review of each of the Operational Processes associated with the systems.

 

During this review, any current development plans, architecture requirements, migration plans, and key ongoing support commitments or issues within each of the systems in scope will be reviewed, ensuring an alignment of the operational processes.

 

The review will consist of:

 

a.              Knowledge transfer of the in-scope processes from USCC to Amdocs

 

14

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

b.              Review of up-to-date in-scope operational documentation

 

c.               A review of all in-progress projects for the in-scope systems

 

d.              A check of existing backlogs for open issues, defects and performance issues

 

e.               A review of business interactions with the business community and users

 

f.                A review of security and other USCC environments and health policies

 

The objective of these activities is for Amdocs to assume control of ongoing support business processes, with the ability to maintain the required level of performance by the end of the transition phase.

 

5.4.                            Location of Amdocs On-site Teams

 

Starting on the Transition Commencement Date, Amdocs will be stationed within offices provided by USCC, as needed, to ensure BAU. As long as Amdocs works from the USCC offices, Amdocs and USCC shall fully respect all its customer policies and guidelines.

 

Although in the same location, Amdocs and USCC may work in their own environments when needed. A transition plan shall be drafted in close cooperation between Amdocs and USCC.

 

As of the Production Date, all agreed upon assets shall be clearly assigned to their respective party, including authorizations to the systems and applications, and remote access functionality to the Infrastructure, all in order to enable Amdocs or USCC to perform the agreed upon work relevant to the agreed upon systems and roles and responsibilities.

 

5.5.                            Connectivity between Amdocs and USCC Offices

 

Access to the Amdocs or USCC network for on-site personnel will be achieved via VPN over an established Internet link. Depending on the model agreed on for in-scope personnel, special arrangements will have to be made on how to access IT services and systems when needed. The following scenario will have to be considered, and a specific solution agreed on for on-site operations (VPN access via new or shared Internet link and firewall).

 

5.6.                            Governance

 

Governance embodies the organizational structure of the program and applies to all relevant levels of communication within the organization. Clear roles and responsibilities, combined with well-defined accountability and communication channels, are vital to achieving successful program outcomes and, as such, a clear division of responsibilities is defined before the commencement of the project. Proper governance is required from the start of the project through to the end of production stabilization to ensure there are no surprises, which issues are properly handled, and that risks are mitigated without impacting the schedule.

 

The following diagram illustrates the primary interfaces for the management of the governance agreement:

 

15

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

[***Picture Removed***]

 

5.7.                            Committee Membership

 

The committee will be based on the key personnel identified prior to Transition.

 

5.8.                            Roles and Responsibilities

 

Roles and responsibilities during the Transition Plan are presented below in a High Level View.  A detailed R&R will be negotiated in future Deep Dive sessions between Amdocs and USCC.

 

The table below displays at a summary level the various members of the Transition Team during the transition period.

 

5.8.1.                                     Key:

 

ATM - AMDOCS’ Transition Manager           USCC - USCC’s Transition Manager

 

	
SYMBOL
    	
 
    	
NAME
    	
 
    	
DESCRIPTION
    
	
R
    	
 
    	
Responsible
    	
 
    	
The single participant with responsibility for this   item.
    

 

16

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
A
    	
 
    	
Accountable
    	
 
    	
The single participant with final and formal approval   as indicated by signature.
    
	
C
    	
 
    	
Contribute
    	
 
    	
The participant(s) who provide input to the effort   or facilitate the process.
    
	
I
    	
 
    	
Informed
    	
 
    	
The participant(s) to be informed
    

 

	
ITEM
    	
 
    	
ATM
    	
 
    	
USCC
    
	
Planning &   Administration
    	
 
    	
AR
    	
 
    	
R
    
	
Transition Planning
    	
 
    	
A
    	
 
    	
R
    
	
Amdocs Transition Resources
    	
 
    	
AR
    	
 
    	
C
    
	
Project Management
    	
 
    	
AR
    	
 
    	
C
    
	
Risk Management
    	
 
    	
AR
    	
 
    	
C
    
	
Plans/Scheduling
    	
 
    	
AR
    	
 
    	
C
    
	
Communication
    	
 
    	
AR
    	
 
    	
C
    
	
Access to USCC Documentation &   Material
    	
 
    	
C
    	
 
    	
R
    
	
USCC Intellectual Property
    	
 
    	
C
    	
 
    	
R
    
	
Knowledge Transfer
    	
 
    	
AR
    	
 
    	
R
    
	
Records and Documents
    	
 
    	
AR
    	
 
    	
R
    
	
Procedures and Processes
    	
 
    	
AR
    	
 
    	
R
    

 

17

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
ITEM
    	
 
    	
ATM
    	
 
    	
USCC
    
	
Procedures and Operations   Manual
    	
 
    	
AR
    	
 
    	
R
    
	
Work in Progress Details
    	
 
    	
AR
    	
 
    	
R
    
	
Communications Documents and   Diagrams
    	
 
    	
AR
    	
 
    	
C
    
	
Reports
    	
 
    	
AR
    	
 
    	
R
    
	
Operational Transition
    	
 
    	
AR
    	
 
    	
R
    
	
Libraries and Files
    	
 
    	
AR
    	
 
    	
R
    
	
Support Information
    	
 
    	
AR
    	
 
    	
R
    
	
Details of Work in Progress
    	
 
    	
R
    	
 
    	
AR
    

 

5.9.                            USCC Employee Communication Plan

 

USCC is to outline a communication plan for each transition area with the agreed upon timeline to have a seamless transition with no impact to day to day production.

 

5.10.                     Monitoring Tools Transition Plan

 

Amdocs will perform / ensure operations and system monitoring tools are ready available, and in functional operation on a [***] basis before commencement of Day One.

 

USCC will continue to operate a command center team during the transitional hand-over phase, at which after hand-over, Amdocs will continue to monitor operations and systems using monitoring tools implemented by Amdocs (covering in-scope applications). Operational Monitoring and Tools may change as Amdocs implements synergies, from Operational HUB locations or in the decommissioning plan of duplicate processes as needed, but always ensuring BAU and the ability to monitor and measure critical SLAs and KPIs.

 

Amdocs will have access to USCC monitoring systems to have a dashboard view of the applications and associated processes deemed in-scope during the Transition Period.

 

Amdocs will shadow USCC monitoring systems and create a view for Amdocs SMEs on a centralized dashboard; utilizing inputs from existing USCC current and future state monitoring tools.

 

18

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

USCC monitoring tools will be configured to send email and SMS alerts to Amdocs’ teams for events related to in-scope applications.

 

USCC monitoring will continue to be BAU, including manual monitoring done by the command center, until the Transformation Plan is completed.

 

5.11.                     SLA Reports

 

SLA reports will be generated once Amdocs takes ownership.  Amdocs will need to report the SLAs in accordance with Annex B of the MSSOW.  During the Transition Plan time period it is the responsibility of USCC to provide the following information:

 

[***]

 

Once Amdocs has ownership of the SLA processes, periodic SLA reports will include the following information:

 

[***]

 

6.                                      Success Factors

 

The proposed engagement is based on Business Operational Processes and the defined scope of this document. The following are key success factors:

 

[***]

 

6.1.                            Quality Gates

 

6.1.1.                                     Amdocs

 

a.              Finalized Scope Document: Provide update scope document after shadowing on any findings in the final process

 

b.              Operational HLDs (including swim lane diagram for process touch points with reference to audit control points): Outlining the new process flows after reverse shadowing

 

c.               Sample of Amdocs Training material for teams on-boarded: Provide a sample of the training materials to ensure that documentation is being provided to the on boarded staff

 

d.              Sample of Amdocs Knowledge database from shadowing: Provide example of information captured during shadowing

 

e.               Amdocs staffing levels for Reverse Shadowing (including named resources for setting/resetting access with new role profiles)

 

f.                Quality Gate for Role

 

g.               Staffing ramp that demonstrates ability to manage workload prior to Standby

 

h.              Update transition plan

 

19

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

6.1.2.                                     USCC

 

a.              USCC associate communications ready to go

 

b.              USCC resource plan for associates whose roles are in-scope but are not directly involved in reverse shadowing

 

c.               All Amdocs resources assigned to new profiles (tested by Amdocs)

 

d.              USCC’s to final approval to transition

 

Appendix A Program Risks

 

	
#
    	
 
    	
RISK
   DESCRIPTION
   (EXAMPLE)
    	
 
    	
PROBABILITY
    	
 
    	
IMPACT
    	
 
    	
IMPACT
   DESCRIPTION
    	
 
    	
RESPONSIBLE
   PARTY
    	
 
    	
ACTION
   PLAN
    	
 
    	
CONTINGENCY
   PLAN
    
	
1
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    

 

20

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

EXHIBIT A-2

 

Transition Milestones

1.             Critical Transition Milestones.

 

	
Ref
   #
    	
 
    	
Critical Deliverables /
    Transition Milestones
    	
 
    	
Target
   Completion Date
    	
 
    	
Ongoing Service Fee Payment
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
1
    	
 
    	
Firewall Access requirements for Monitoring &   UTS Access
    	
 
    	
[***]
    	
 
    	
The   managed services fees specified in Annex C to this MSSOW cover the Transition   Services described in Annex A and no additional fees specific to such   Transition Services shall apply
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
2
    	
 
    	
Integration of Remedy to UTS
    	
 
    	
[***]
    	
 
    	
The   managed services fees specified in Annex C to this MSSOW cover the Transition   Services described in Annex A to this MSSOW and no additional fees specific   to such Transition Services shall apply
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
3
    	
 
    	
Identify necessary onsite seating for initial KT and   transition
    	
 
    	
[***]
    	
 
    	
The   managed services fees specified in Annex C to this MSSOW cover the Transition   Services described in Annex A to this MSSOW and no additional fees specific   to such Transition Services shall apply
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
4
    	
 
    	
USCC Communication plan to employees
    	
 
    	
[***]
    	
 
    	
The   managed services fees specified in Annex C to this MSSOW cover the Transition   Services described in Annex A to this MSSOW and no additional fees specific   to such Transition Services shall apply
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
5
    	
 
    	
New   SLAs to start as defined in Schedule B and Exhibit B-1 to Annex B of   this MSSOW
    	
 
    	
[***]
    	
 
    	
The   managed services fees specified in Annex C to this MSSOW cover the Transition   Services described in Annex A to this MSSOW and no additional fees specific   to such Transition Services shall apply
    

 

Exhibit A-2 (to Annex A (MSSOW))

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

2.             Overall Transition Milestones.

 

	
Ref
   #
    	
 
    	
Critical Deliverables /
    Transition Milestones
    	
 
    	
Target Completion
   Date
    	
 
    	
Ongoing Service Fee Payment
    
	
1
    	
 
    	
Key   Resource Access to necessary USCC Onlines and tools
    	
 
    	
[***]
    	
 
    	
The   managed services fees specified in Annex C to this MSSOW cover the Transition   Services described in Annex A to this MSSOW and no additional fees specific   to such Transition Services shall apply
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
2
    	
 
    	
Due   Diligence Review of each area in scope
    	
 
    	
[***]
    	
 
    	
The   managed services fees specified in Annex C to this MSSOW cover the Transition   Services described in Annex A to this MSSOW and no additional fees specific   to such Transition Services shall apply
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
3
    	
 
    	
USCC   Business Process review
    	
 
    	
[***]
    	
 
    	
The   managed services fees specified in Annex C to this MSSOW cover the Transition   Services described in Annex A to this MSSOW and no additional fees specific   to such Transition Services shall apply
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
4
    	
 
    	
Start   of KT from USCC To Amdocs
    	
 
    	
[***]
    	
 
    	
The   managed services fees specified in Annex C to this MSSOW cover the Transition   Services described in Annex A to this MSSOW and no additional fees specific   to such Transition Services shall apply
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
5
    	
 
    	
Complete   KT from USCC To Amdocs
    	
 
    	
[***]
    	
 
    	
The   managed services fees specified in Annex C to this MSSOW cover the Transition   Services described in Annex A to this MSSOW and no additional fees specific   to such Transition Services shall apply
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
6
    	
 
    	
Cross-team   integration with USCC as the Primary
    	
 
    	
[***]
    	
 
    	
The   managed services fees specified in Annex C to this MSSOW cover the Transition   Services described in Annex A to this MSSOW and no additional fees specific   to such Transition Services shall apply
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
7
    	
 
    	
Additional   Amdocs Resource Access to necessary USCC Onlines and tools
    	
 
    	
[***]
    	
 
    	
The   managed services fees specified in Annex C to this MSSOW cover the Transition   Services described in Annex A to this MSSOW and no additional fees specific   to such Transition Services shall apply
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
8
    	
 
    	
Confirmation   Amdocs Take Primary in cross-integrations
    	
 
    	
[***]
    	
 
    	
The   managed services fees specified in Annex C to this MSSOW cover the Transition   Services described in Annex A to this MSSOW and no additional fees specific   to such Transition Services shall apply
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
9
    	
 
    	
KT   to USCC Parties on business process changes (Tier 1, Third Party   Vendors, etc.)
    	
 
    	
[***]
    	
 
    	
The   managed services fees specified in Annex C to this MSSOW cover the Transition   Services described in Annex A to this MSSOW and no additional fees specific   to such Transition Services shall apply
    

 

2

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Ref
   #
    	
 
    	
Critical Deliverables /
    Transition Milestones
    	
 
    	
Target Completion
   Date
    	
 
    	
Ongoing Service Fee Payment
    
	
10
    	
 
    	
Start   Generation of necessary reporting in respected areas based on agreed streams
    	
 
    	
[***]
    	
 
    	
The   managed services fees specified in Annex C to this MSSOW cover the Transition   Services described in Annex A to this MSSOW and no additional fees specific   to such Transition Services shall apply
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
11
    	
 
    	
Full   Transition to Amdocs
    	
 
    	
[***]
    	
 
    	
The   managed services fees specified in Annex C to this MSSOW cover the Transition   Services described in Annex A to this MSSOW and no additional fees specific   to such Transition Services shall apply
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
12
    	
 
    	
Final   Business Process Review with impacted teams on issues and process changes
    	
 
    	
[***]
    	
 
    	
The   managed services fees specified in Annex C to this MSSOW cover the Transition   Services described in Annex A to this MSSOW and no additional fees specific   to such Transition Services shall apply
    

 

3

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

EXHIBIT A-3

 

Transition Exit Criteria

 

Instructions

 

	
Document Purpose
    	
 
    	
The   overall purpose of the Quality Gate Checklist is to guide the TOPS and Amdocs   transition teams through the process of agreeing that the required activities   are successfully completed. The Instructions Tab provides a description of   the fields in the Quality Gate Checklist and how to complete each quality   gate (“Quality Gate”). 
    
	
 
    	
 
    	
 
    
	
Checklist Tabs (Phases)
    	
 
    	
The   tabs of the checklist correspond with the various phases of the   transition.  Please note the following   as relates to the last two tabs:

 

-Process Transition - The “Process   Transition” Quality Gate applies to waves/application groups that consist of   applications not moving vendors (i.e. incoming vendor currently maintains the   set of applications and will do so in steady state).  In such instances, that wave/application   group will only need to complete the Process Transition Quality Gate — which   can be accomplished at any phase prior to go-live.

 

-Transition Closeout — This “Quality Gate   Checklist” must be completed to prior go-live and signifies completion of all   necessary quality gates for successful transition of the wave/application   group.
    
	
 
    	
 
    	
 
    
	
Overall Instructions
    	
 
    	
The   Quality Gate Checklist is intended to be applied to each application and   application wave to track the quality of the Transition Plan. The Quality   Gate Checklist will be updated and reviewed for each Quality Gate review   meeting.

 

Duplicate   sheets per Quality Gate can be created as needed for further detail by   application if required. 
    
	
 
    	
 
    	
 
    
	
Who
    	
 
    	
This   document is maintained by the Service Provider process team member with   approval for presentation to the Quality Gate Review by the US Cellular TOPS   Process Integration Manager (Application Lead).
    
	
 
    	
 
    	
 
    
	
Skill Level Definitions Section
    	
 
    	
The   skills definitions provide a quick reference for selecting the skill level   observed for each criteria being measured. The pull downs in each section   match the list in this section. 
    
	
 
    	
 
    	
 
    
	
Criteria List
    	
 
    	
This   is a list of the criteria being measured and reported in each phase of the   Transition Plan. 
    
	
 
    	
 
    	
 
    
	
Complete? Yes/No Column
    	
 
    	
This   question reports if the criteria is met or not and is to be completed by the   “US Cellular TOPS Reviewer” as follows:
   -Yes - item has been 100% completed
   -No — if not 100% complete, and note a “Comment” on issue (as well as in   RAID/Gate Closure Log).  US Cellular   TOPS Reviewer may note a Quality 
    

 

Exhibit A-3 (to Annex A (MSSOW))

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
 
    	
 
    	
Gate   as “Complete with Exceptions” for any instances in which the outstanding   issue/risk is not preventing the wave from continuing into next phase of   transition.
    
	
 
    	
 
    	
 
    
	
Skill Level Column
    	
 
    	
What   is the skill level of the criteria being measured? The definition of the   levels is further defined in the “Skill Level Definitions” Section at   the bottom of each checklist page.
    
	
 
    	
 
    	
 
    
	
Amdocs Delivery Management Approval Name
    	
 
    	
The   responsible person that agrees and approves that the criteria are being met   at the reported skill level.
    
	
 
    	
 
    	
 
    
	
Proposed Managed Services Transition Quality Gates
    	
 
    	
Does   the US Cellular TOPS Application Lead agree and approve that the criteria are   being met at the reported skill level?
    
	
 
    	
 
    	
 
    
	
Comments Column
    	
 
    	
This   section should be used for freeform comments and/or status updates of the   related phase and criteria.  
    
	
 
    	
 
    	
 
    
	
Issues and Risks Log
    	
 
    	
Used   for the documenting of any issues or risks that were agreed to remain open   past the approval of the Quality Gate. It must include timeframes and owners   that will close the items prior to the next Quality Gate. Items may not be   carried across to the next Quality Gate.    Please note the corresponding Quality Gate ID (e.g. PP-1) as well as   the corresponding RAID Log (RAID ID) entry as well.
    

 

Key Activities

 

	
Transition
   Phase
    	
 
    	
Key activities Service
   Provider
    	
 
    	
Key activities US Cellular
    	
 
    	
Exit Criteria &
   Deliverables
    
	
Transition   Due Diligence
    	
 
    	
>Establish   the Joint Transition Team 
   >Prepare a transition project plan
   >Due Diligence Review of each area in scope
   >USCC Business Process review
    	
 
    	
>   Establish the Joint Transition Team 
   > USCC Communication plan to employees
   > Review Transition plan
   > Facility setup
   > Knowledge Transfer for in-scope applications, processes and tools
   > Share all relevant documentation
   > Provide relevant documentation
   > Evaluate knowledge gained during Due Diligence sessions
    	
 
    	
>All   in scope areas, activities, processes and documentations were covered during   the Due Diligence and captured correctly by Amdocs
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Shadow
    	
 
    	
>   off-shore training 
   > Perform assigned tasks
    	
 
    	
>   Key Resource Access to necessary USCC Onlines and tools
   > Evaluate performance and knowledge
    	
 
    	
>Amdocs   personnel shadow all relevant in-scope activities and have the 
    

 

2

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Transition
   Phase
    	
 
    	
Key activities Service
   Provider
    	
 
    	
Key activities US Cellular
    	
 
    	
Exit Criteria &
   Deliverables
    
	
 
    	
 
    	
>   Provide secondary support
   > Observe and document activities and tasks performed by USCC personnel
   > Mimic USCC personnel activities
   > Parallel work on tickets
   > Evaluate performance against agreed targets
   > Provide corrective measures as needed
    	
 
    	
>   allow access to relevant meetings and forums
   > Allocate key personnel as shadowing mentors
    	
 
    	
knowledge   to execute the tasks themselves
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Reverse   Shadow
    	
 
    	
>   Fully execute Knowledge Acquisition from for in-scope applications, processes   and tools
   > Production management activities readiness
   > Shift management activities readiness
    	
 
    	
>   Additional Amdocs Resource Access to necessary USCC Onlines and tools
   > Monitor Amdocs activities
   > Provide guidance and correction
   > Evaluate performance and knowledge
    	
 
    	
>   Amdocs full in-scope operation at the same level as USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Standby
    	
 
    	
>   Full in-scope operation
    	
 
    	
>   Availability of key personnel for assistance
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Exit
    	
 
    	
>   Full in-scope operation
    	
 
    	
 
    	
 
    	
 
    

 

3

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

Transition Due Diligence

 

	
Exit Criteria
    	
 
    	
Responsible (US
   Cellular and/or
   Service Provider)
    	
 
    	
US
   Cellular
   Approver
    	
 
    	
Complete?
   (Yes/No)
    	
 
    	
Skill
   Level
    	
 
    	
Service
   Provider
   Delivery
   Management
   Approval
   Name
    	
 
    	
US Cellular
   Management
   Approval
   Name
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Tier   2  Online - Amdocs understanding of the   relevant activities is accurate and all activities are covered
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Tier   2  Backend - Amdocs understanding of   the relevant activities is accurate and all activities are covered
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
O2A   - Amdocs understanding of the relevant activities is accurate and all   activities are covered
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Production   Management Operations  - Amdocs understanding   of the relevant activities is accurate and all activities are covered
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Shift   Management Operations  - 
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    

 

4

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Exit Criteria
    	
 
    	
Responsible (US
   Cellular and/or
   Service Provider)
    	
 
    	
US
   Cellular
   Approver
    	
 
    	
Complete?
   (Yes/No)
    	
 
    	
Skill
   Level
    	
 
    	
Service
   Provider
   Delivery
   Management
   Approval
   Name
    	
 
    	
US Cellular
   Management
   Approval
   Name
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Amdocs   understanding of the relevant activities is accurate and all activities are   covered
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Scheduler   Operate - Amdocs understanding of the relevant activities is accurate and all   activities are covered
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Billing   -  Amdocs understanding of the relevant   activities is accurate and all activities are covered
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Infrastructure   -  Amdocs understanding of the relevant   activities is accurate and all activities are covered
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
Yes
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    

 

5

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

Shadow

 

	
Exit Criteria
    	
 
    	
Responsible (US
   Cellular and/or
   Service Provider)
    	
 
    	
US
   Cellular
   Approver
    	
 
    	
Complete?
   (Yes/No)
    	
 
    	
Skill
   Level
    	
 
    	
Service
   Provider
   Delivery
   Management
   Approval
   Name
    	
 
    	
US Cellular
   Management
   Approval
   Name
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Tier   2  Online - 60 hours of Shadow   oversight, USCC mimicking and shadow working    tickets covering all area activities. 
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Tier   2  Backend - 60 hours of Shadow   oversight, USCC mimicking and shadow working    tickets covering all area activities
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Tier   2 Online / Backend (Hand-Holding Phase): GE [***]% pass rate on a set of   tickets([***] tickets handled by CMI and [***] handled by India) resolution   for [***] consecutive days
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
O2A   - [***] hours of Shadow oversight, USCC mimicking and shadow working  tickets covering all area activities
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Production   Management Operations - [***] hours of Shadow 
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    

 

6

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Exit Criteria
    	
 
    	
Responsible (US
   Cellular and/or
   Service Provider)
    	
 
    	
US
   Cellular
   Approver
    	
 
    	
Complete?
   (Yes/No)
    	
 
    	
Skill
   Level
    	
 
    	
Service
   Provider
   Delivery
   Management
   Approval
   Name
    	
 
    	
US Cellular
   Management
   Approval
   Name
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
oversight   and shadow working  situation covering   all area activities
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Shift   Management Operations - [***] hours of Shadow oversight and shadow   working  situation covering all area   activities
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Scheduler   Operation - [***] hours of Shadow oversight and shadow executing maps   covering all area activities
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Billing   - [***] hours of [***] cycle management, Shadow oversight, and shadow owning   cycles covering all area activities
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Infrastructure   - [***] hours of Shadow oversight, USCC mimicking and shadow working  tickets. Covering all area activities
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Tier   2  Online - [***] hours of Shadow   oversight, USCC mimicking and 
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    

 

7

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Exit Criteria
    	
 
    	
Responsible (US
   Cellular and/or
   Service Provider)
    	
 
    	
US
   Cellular
   Approver
    	
 
    	
Complete?
   (Yes/No)
    	
 
    	
Skill
   Level
    	
 
    	
Service
   Provider
   Delivery
   Management
   Approval
   Name
    	
 
    	
US Cellular
   Management
   Approval
   Name
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
shadow   working  tickets covering all area   activities. 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    

 

Reverse Shadow

 

	
Exit Criteria
    	
 
    	
Responsible
   (US Cellular
   and/or
   Service
   Provider)
    	
 
    	
US
   Cellular
   Approver
    	
 
    	
Complete?
   (Yes/No)
    	
 
    	
Skill
   Level
    	
 
    	
Service
   Provider
   Delivery
   Management
   Approval
   Name
    	
 
    	
US Cellular
   Management
   Approval
   Name
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Tier   2Online - [***]% of operation activity, tickets management and resolution and   overall application understanding and activities handling including daily   reports, daily meetings, ongoing operation, scripts execution and tickets   handling.
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Tier   2  Backend - [***]% of operation   activity, tickets resolution and overall application understanding and   activities handling  including daily   reports, daily meetings, ongoing operation, scripts execution and tickets   handling.
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Tier   2  Backend / Onlines: GE [***]% pass 
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    

 

8

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Exit Criteria
    	
 
    	
Responsible
   (US Cellular
   and/or
   Service
   Provider)
    	
 
    	
US
   Cellular
   Approver
    	
 
    	
Complete?
   (Yes/No)
    	
 
    	
Skill
   Level
    	
 
    	
Service
   Provider
   Delivery
   Management
   Approval
   Name
    	
 
    	
US Cellular
   Management
   Approval
   Name
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
rate   on the quality gate for 5 consecutive days. Accepting [***]% of the tickets   [***] consecutive days. Handling [***]% of the tickets [***] consecutive days
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
O2A   - [***]% of operation activity, tickets resolution and overall application   understanding and activities handling    including daily reports, daily meetings, ongoing operation, scripts   execution and tickets handling.
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Scheduler   Operation -   [***]% of operation   activity, maps execution and overall application understanding and activities   handling  including daily reports,   daily meetings, ongoing operation and jobs execution.
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Billing   - [***]% of operation activity, Rejects handling, cycle management operation   and overall application understanding and activities handling  including daily reports, daily meetings,   ongoing operation, scripts execution, rejects, 
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    

 

9

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Exit Criteria
    	
 
    	
Responsible
   (US Cellular
   and/or
   Service
   Provider)
    	
 
    	
US
   Cellular
   Approver
    	
 
    	
Complete?
   (Yes/No)
    	
 
    	
Skill
   Level
    	
 
    	
Service
   Provider
   Delivery
   Management
   Approval
   Name
    	
 
    	
US Cellular
   Management
   Approval
   Name
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Revenue   Assurance, QA Billing and tickets handling.
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Billing   - (Consumer Billing) Five consumer and five consolidator cycles at   >=[***]% and no operational issues. (Consolidated Billing) [***] days from   EOM
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Infrastructure   - [***]% of operation activity and overall application understanding and   activities handling including environment support and integration,   application DB, Middleware, infrastructure management, configuration control   and infrastructure monitoring
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Production   Management Operations - readiness checklist completed, including - 
   > Monitor and escalate fallout and rejects 
   > Monitor and escalate recurring production issues
   > Handling of P1/P2 crisis
   > Monitor and Escalate Get wells
   > Review and participate in CC, Critical 
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    

 

10

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Exit Criteria
    	
 
    	
Responsible
   (US Cellular
   and/or
   Service
   Provider)
    	
 
    	
US
   Cellular
   Approver
    	
 
    	
Complete?
   (Yes/No)
    	
 
    	
Skill
   Level
    	
 
    	
Service
   Provider
   Delivery
   Management
   Approval
   Name
    	
 
    	
US Cellular
   Management
   Approval
   Name
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
maintenance,   Release build review
   > Trending and tracking key KPIs for production
   > Restricting current alerts and processes
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Shift   Management Operations -  readiness   checklist completed, including - 
   > Monitoring Dashboard
   > Escalation process
   > OGS Matrix + USCC Contact list
   > Bridge/Issue Handling, blast, Heads up
   > Coordinate change controls
   > Review and request change in alert threshold or new monitor
   >Task Monitor
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    

 

Standby

 

	
Exit Criteria
    	
 
    	
Responsible
   (US Cellular
   and/or
   Service
   Provider)
    	
 
    	
US
   Cellular
   Approver
    	
 
    	
Complete?
   (Yes/No)
    	
 
    	
Skill
   Level
    	
 
    	
Service
   Provider
   Delivery
   Management
   Approval
   Name
    	
 
    	
US Cellular
   Management
   Approval
   Name
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
[***]   of Amdocs standalone operation passed.
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
USCC Key personnel
    	
 
    	
[***]
    	
 
    	
[***]
    

 

11

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

Exit

 

	
Exit Criteria
    	
 
    	
Responsible
   (US Cellular
   and/or Service
   Provider)
    	
 
    	
US Cellular
   Approver
    	
 
    	
Complete?
   (Yes/No)
    	
 
    	
Skill
   Level
    	
 
    	
Service
   Provider
   Delivery
   Management
   Approval
   Name
    	
 
    	
US Cellular
   Management
   Approval
   Name
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Amdocs   fully operates the system and all relevant activities including  reports, meetings, ongoing operation,   scripts execution and tickets handling.
    	
 
    	
USCC
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
NA 
    	
 
    	
[***]
    	
 
    	
[***]
    

 

Shadow to Reverse Shadow Proficiency Criteria

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
1
    	
 
    	
A/R,   Collections, Prepaid
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
2
    	
 
    	
A/R,   Collections, Prepaid
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
3
    	
 
    	
A/R,   Collections, Prepaid
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
4
    	
 
    	
A/R,   Collections, Prepaid
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
5
    	
 
    	
A/R,   Collections, Prepaid
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
6
    	
 
    	
A/R,   Collections, Prepaid
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
7
    	
 
    	
A/R,   Collections, Prepaid
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    

 

12

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
8
    	
 
    	
A/R,   Collections, Prepaid
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
9
    	
 
    	
A/R,   Collections, Prepaid
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
10
    	
 
    	
A/R,   Collections, Prepaid
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
11
    	
 
    	
A/R,   Collections, Prepaid
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
12
    	
 
    	
A/R,   Collections, Prepaid
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
13
    	
 
    	
A/R,   Collections, Prepaid
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
14
    	
 
    	
A/R,   Collections, Prepaid
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
15
    	
 
    	
A/R,   Collections, Prepaid
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
16
    	
 
    	
A/R,   Collections, Prepaid
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
17
    	
 
    	
A/R,   Collections, Prepaid
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
18
    	
 
    	
A/R,   Collections, Prepaid
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
19
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
20
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
21
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
22
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Run   with oversight for [***] consolidator and [***] non-
    

 

13

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
consolidator   cycles
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
23
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Walk   USCC through process and results
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
24
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Run   with oversight for [***] consolidator and [***] non-consolidator cycles
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
25
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Run   with oversight for [***] consolidator and [***] non-consolidator cycles
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
26
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
27
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
28
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
29
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Deliver   reporting with minimal direction
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
30
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
31
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
32
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   understanding including identifying issues and communication to appropriate   teams
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
33
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
34
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
35
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    

 

14

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
36
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
37
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
38
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Deliver   reporting with minimal direction
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
39
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
40
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
41
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
42
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
43
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
44
    	
 
    	
General
    	
 
    	
[***]
    	
 
    	
Walk   through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
45
    	
 
    	
General
    	
 
    	
[***]
    	
 
    	
Deliver   reporting with minimal direction
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
46
    	
 
    	
General
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
47
    	
 
    	
General
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
48
    	
 
    	
General
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
49
    	
 
    	
General
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC 
    

 

15

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
50
    	
 
    	
General
    	
 
    	
[***]
    	
 
    	
Detailed   report by day including who was shadowed with
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
51
    	
 
    	
General
    	
 
    	
[***]
    	
 
    	
Deliver   report and obtain USCC confirmation of completeness
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
52
    	
 
    	
General
    	
 
    	
[***]
    	
 
    	
Detailed   report by day including who was shadowed with
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
53
    	
 
    	
O2A
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
54
    	
 
    	
O2A
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
55
    	
 
    	
O2A
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
56
    	
 
    	
O2A
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
57
    	
 
    	
O2A
    	
 
    	
[***]
    	
 
    	
Deliver   reporting with minimal direction
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
58
    	
 
    	
O2A
    	
 
    	
[***]
    	
 
    	
Demonstrate   proficiency in running the tool and decisioning around timing/business   impacts
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
59
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Walk   through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
60
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
61
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
62
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Walk   through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
63
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
64
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC
    

 

16

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
65
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
66
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
67
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
68
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
69
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
70
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
71
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
72
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
73
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
74
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Walk   through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
75
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
76
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
77
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Deliver   reporting with minimal direction
    

 

17

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
78
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Deliver   reporting with minimal direction
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
79
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
80
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
81
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
82
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
83
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
84
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
85
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
86
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
87
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
88
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
89
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
90
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    

 

18

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
91
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
92
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
93
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
94
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
95
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
96
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
97
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
98
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
99
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
100
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
101
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
102
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
103
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    

 

19

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
104
    	
 
    	
Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
105
    	
 
    	
Production   Manager
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
106
    	
 
    	
Production   Manager
    	
 
    	
[***]
    	
 
    	
Describe   USCC expectations related to the change management process - review process   documentation
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
107
    	
 
    	
Production   Manager
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
108
    	
 
    	
Production   Manager
    	
 
    	
[***]
    	
 
    	
Participate   and recap bridge for USCC Pit Boss
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
109
    	
 
    	
Production   Manager
    	
 
    	
[***]
    	
 
    	
Conduct   post mortem with USCC Pit Boss after bridge
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
110
    	
 
    	
Production   Manager
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
111
    	
 
    	
Production   Manager
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
112
    	
 
    	
Production   Manager
    	
 
    	
[***]
    	
 
    	
Collaboratively   review blast lists (include Incident Management)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
113
    	
 
    	
Production   Manager
    	
 
    	
[***]
    	
 
    	
Demonstrate   understanding of the change management process and how to access data
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
114
    	
 
    	
Shift   Manager
    	
 
    	
[***]
    	
 
    	
Walk   through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
115
    	
 
    	
Shift   Manager
    	
 
    	
[***]
    	
 
    	
Participate   and recap bridge for USCC Incident Manager
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
116
    	
 
    	
Shift   Manager
    	
 
    	
[***]
    	
 
    	
Participate   and recap bridge for USCC Incident Manager
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
117
    	
 
    	
Shift   Manager
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    

 

20

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
118
    	
 
    	
Shift   Manager
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
119
    	
 
    	
Shift   Manager
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
120
    	
 
    	
Shift   Manager
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
121
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through various scenarios selected by   USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
122
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
123
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
124
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
125
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
126
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
127
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
128
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
129
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
130
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Deliver   reporting with minimal direction
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
131
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
132
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    

 

21

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
133
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
134
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
135
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
136
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
137
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
138
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
139
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
140
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
141
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
142
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
143
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
144
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
145
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
146
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
147
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
148
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
149
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
150
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and 
    

 

22

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
resultant   action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
151
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
152
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
153
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
154
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
155
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
156
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
157
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
158
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
159
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
160
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
161
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
162
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
163
    	
 
    	
Tier   2
    	
 
    	
[***]
    	
 
    	
Execute   Successfully to exit “Hand-Holding” Phase
    

 

Reverse Shadow to Standby Proficiency Criteria

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
1
    	
 
    	
App   Support - Prepaid, AR, Collections
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    

 

23

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
2
    	
 
    	
App   Support - Prepaid, AR, Collections
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
3
    	
 
    	
App   Support - Prepaid, AR, Collections
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
4
    	
 
    	
App   Support - Prepaid, AR, Collections
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
5
    	
 
    	
App   Support - Prepaid, AR, Collections
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
6
    	
 
    	
App   Support - Prepaid, AR, Collections
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
7
    	
 
    	
App   Support - Prepaid, AR, Collections
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
8
    	
 
    	
App   Support - Prepaid, AR, Collections
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
9
    	
 
    	
App   Support - Prepaid, AR, Collections
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
10
    	
 
    	
App   Support - Prepaid, AR, Collections
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
11
    	
 
    	
App   Support - Prepaid, AR, Collections
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
12
    	
 
    	
App   Support - Prepaid, AR, Collections
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
13
    	
 
    	
App   Support - Prepaid, AR, Collections
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
14
    	
 
    	
App   Support - Prepaid, AR, Collections
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
15
    	
 
    	
App   Support - Prepaid, 
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required 
    

 

24

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
AR,   Collections
    	
 
    	
 
    	
 
    	
from   USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
16
    	
 
    	
App   Support - Prepaid, AR, Collections
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
17
    	
 
    	
App   Support - Prepaid, AR, Collections
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
18
    	
 
    	
App   Support - Prepaid, AR, Collections
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
19
    	
 
    	
App   Support - Prepaid, AR, Collections
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
20
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
21
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
22
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Walk   USCC through maps and related impacts at possible points of failure
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
23
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Run   with oversight for at least 2 consolidator and 2 non-consolidator cycles
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
24
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Walk   USCC through process and results
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
25
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Run   with oversight for [***] consolidator and [***] non-consolidator cycles
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
26
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Run   with oversight for [***] consolidator and [***] non-consolidator cycles
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
27
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
28
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    

 

25

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
29
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
30
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Deliver   reporting with minimal direction
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
31
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
32
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Walk   USCC through logic and resultant action
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
33
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   understanding including identifying issues and communication to appropriate   teams
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
34
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
35
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
36
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
37
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
38
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
39
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Deliver   reporting with minimal direction
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
40
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
41
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Demonstrate   process understanding by walking USCC through
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
42
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required 
    

 

26

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
from   USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
43
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
44
    	
 
    	
Billing   Operations
    	
 
    	
[***]
    	
 
    	
Execute   successfully with minimal to no assistance required from USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
45
    	
 
    	
Infra
    	
 
    	
[***]
    	
 
    	
[***]   tickets triaged effectively [***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
46
    	
 
    	
Infra
    	
 
    	
[***]
    	
 
    	
successful   completion of delivering all reports on time
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
47
    	
 
    	
Infra
    	
 
    	
[***]
    	
 
    	
successful   completion of incident severity review
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
48
    	
 
    	
Infra
    	
 
    	
[***]
    	
 
    	
successful   completion of touch point & process review
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
49
    	
 
    	
Infra
    	
 
    	
[***]
    	
 
    	
successful   completion of defect identification and initiation review
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
50
    	
 
    	
Infra
    	
 
    	
[***]
    	
 
    	
successful   completion of SLA review
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
51
    	
 
    	
Infra
    	
 
    	
[***]
    	
 
    	
Perform   over 20 hours of overall mimic shadowing
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
52
    	
 
    	
Infra
    	
 
    	
[***]
    	
 
    	
Deliver   list of known scripts running in each area as workarounds to known issues
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
53
    	
 
    	
Infra
    	
 
    	
[***]
    	
 
    	
Monitoring   - [***] triaged and handled appropriately
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
54
    	
 
    	
Infra
    	
 
    	
[***]
    	
 
    	
successful   completion of monitoring notification process
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
55
    	
 
    	
Infra
    	
 
    	
[***]
    	
 
    	
successfully   demonstrate linking change number to change activity
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
56
    	
 
    	
Infra:   AMC — GUI
    	
 
    	
[***]
    	
 
    	
Logging   into AMC (Operational, Turbo Charging, and Invoicing)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
57
    	
 
    	
Infra:   AMC — GUI
    	
 
    	
[***]
    	
 
    	
successfully   describe the status of a daemon in AMC
    

 

27

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
58
    	
 
    	
Infra:   AMC — GUI
    	
 
    	
[***]
    	
 
    	
successfully   start and stop a daemon in AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
59
    	
 
    	
Infra:   AMC — GUI
    	
 
    	
[***]
    	
 
    	
Bounce   OP1MRO_0001 and RQSLSNR_1 daemons in AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
60
    	
 
    	
Infra:   AMC — GUI
    	
 
    	
[***]
    	
 
    	
o   Bounce RER process (Turbo Charging) in AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
61
    	
 
    	
Infra:   AMC — GUI
    	
 
    	
[***]
    	
 
    	
Bounce   RER process (Turbo Charging) in AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
62
    	
 
    	
Infra:   AMC — GUI
    	
 
    	
[***]
    	
 
    	
start   and stop at least five daemons without having any double processes running in   AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
63
    	
 
    	
Infra:   AMC — GUI
    	
 
    	
[***]
    	
 
    	
successfully   create and undo a map in AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
64
    	
 
    	
Infra:   AMC — GUI
    	
 
    	
[***]
    	
 
    	
successfully   demonstrate the auto run feature in AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
65
    	
 
    	
Infra:   AMC — GUI
    	
 
    	
[***]
    	
 
    	
successfully   manually submit a map in AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
66
    	
 
    	
Infra:   AMC — GUI
    	
 
    	
[***]
    	
 
    	
successfully   build at least one EOD and Bounce Map using auto run or manual load in AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
67
    	
 
    	
Infra:   AMC — GUI
    	
 
    	
[***]
    	
 
    	
successfully   bring up a map to view in AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
68
    	
 
    	
Infra:   AMC — GUI
    	
 
    	
[***]
    	
 
    	
successfully   submit a job using Job Handling (By REQ) in AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
69
    	
 
    	
Infra:   AMC — GUI
    	
 
    	
[***]
    	
 
    	
successfully   demonstrate at least one job ran by request using the GUI in AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
70
    	
 
    	
Infra:   AMC — GUI
    	
 
    	
[***]
    	
 
    	
successfully   demonstrate knowing when and how to perform Jnextplan in AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
71
    	
 
    	
Infra:   AMC-Using Maps
    	
 
    	
[***]
    	
 
    	
successfully   demonstrate How to hold a job in AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
72
    	
 
    	
Infra:   AMC-Using Maps
    	
 
    	
[***]
    	
 
    	
successfully   demonstrate How to kill a job in AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
73
    	
 
    	
Infra:   AMC-Using Maps
    	
 
    	
[***]
    	
 
    	
successfully   demonstrate How to 
    

 

28

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
release   a job in AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
74
    	
 
    	
Infra:   AMC-Using Maps
    	
 
    	
[***]
    	
 
    	
successfully   recognize when a job is running long (PM tool and map colors) in AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
75
    	
 
    	
Infra:   AMC-Using Maps
    	
 
    	
[***]
    	
 
    	
successfully   explain When to confirm a job to success and when not to confirm a job to   success in AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
76
    	
 
    	
Infra:   AMC-Using Maps
    	
 
    	
[***]
    	
 
    	
successfully   demonstrate how to manage failed, killed, and hung jobs in AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
77
    	
 
    	
Infra:   AMC-Using Maps
    	
 
    	
[***]
    	
 
    	
successfully   demonstrate how to look at a log in AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
78
    	
 
    	
Infra:   AMC-Using Maps
    	
 
    	
[***]
    	
 
    	
successfully   demonstrate calling out to correct team/person
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
79
    	
 
    	
Infra:   AMC-Using Maps
    	
 
    	
[***]
    	
 
    	
successfully   escalate at least [***] of job failure to support team [***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
80
    	
 
    	
Infra:   AMC-Using Maps
    	
 
    	
[***]
    	
 
    	
successfully   create a ticket for SOX compliance
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
81
    	
 
    	
Infra:   AMC-Using Maps
    	
 
    	
[***]
    	
 
    	
demonstrate   creating a ticket for [***] of job failures or manual kills
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
82
    	
 
    	
Infra:   AMC-Using Maps
    	
 
    	
[***]
    	
 
    	
demonstrate   adding the job failure time and log when creating a ticket
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
83
    	
 
    	
Infra:   AMC-Invoicing(Billing) - GUI
    	
 
    	
[***]
    	
 
    	
demonstrate   how to submit a billing flow (using Get Cycle List)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
84
    	
 
    	
Infra:   AMC-Invoicing(Billing) - GUI
    	
 
    	
[***]
    	
 
    	
demonstrate   how to submit billing appropriately on at least 5 billing submissions
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
85
    	
 
    	
Infra:   AMC-Billing Command Line
    	
 
    	
[***]
    	
 
    	
successfully   demonstrate how to monitor a billing flow using a script or menu in command   line
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
86
    	
 
    	
Infra:   AMC-Billing Command Line
    	
 
    	
[***]
    	
 
    	
successfully   explain what TC files are and how to tell if they have been transferred? (SQL   or menu)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
87
    	
 
    	
Infra:   AMC-Billing 
    	
 
    	
[***]
    	
 
    	
demonstrate   how to check different status of TC files (SQL 
    

 

29

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
Command   Line
    	
 
    	
 
    	
 
    	
or   menu)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
88
    	
 
    	
Infra:   AMC-Billing Command Line
    	
 
    	
[***]
    	
 
    	
successfully   explain what invoicing files and how to find progress? (SQL or menu)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
89
    	
 
    	
Infra:   AMC-APRM - GUI
    	
 
    	
[***]
    	
 
    	
demonstrate   successfully logging into APRM AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
90
    	
 
    	
Infra:   AMC-APRM - GUI
    	
 
    	
[***]
    	
 
    	
successfully   Create an APRM MAP in APRM AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
91
    	
 
    	
Infra:   AMC-APRM - GUI
    	
 
    	
[***]
    	
 
    	
successfully   submit a job (via Job handling) in APRM AMC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
92
    	
 
    	
Infra:   Basic Batch Server Command Line
    	
 
    	
[***]
    	
 
    	
demonstrate   how to find the load average on 1 batch server (using the uptime command)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
93
    	
 
    	
Infra:   Basic Batch Server Command Line
    	
 
    	
[***]
    	
 
    	
successfully   demonstrate how to SSH to all batch servers (1, 2, 3, 4, 6, 7) in CLI
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
94
    	
 
    	
Infra:   Basic Batch Server Command Line
    	
 
    	
[***]
    	
 
    	
successfully   navigate by command line to main log folder/var/usc/log
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
95
    	
 
    	
Infra:   Basic Batch Server Command Line
    	
 
    	
[***]
    	
 
    	
successfully   demonstrate how to navigate and read log files in the CLI
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
96
    	
 
    	
Infra:   Basic Batch Server Command Line
    	
 
    	
[***]
    	
 
    	
successfully   perform AMC Restart (Stop and Start) combined with OP1MRO_0001 and RQSLSNR_1   via CLI
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
97
    	
 
    	
Infra:   Basic Batch Server Command Line
    	
 
    	
[***]
    	
 
    	
successfully   demonstrate the correct sequence of an AMC Stop and Start with OP1MRO_0001   and RQSLSNR_1 [***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
98
    	
 
    	
Infra:   1st Shift Requirements
    	
 
    	
[***]
    	
 
    	
successfully   perform or explain this action and what the correct time to perform
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
99
    	
 
    	
Infra:   1st Shift Requirements
    	
 
    	
[***]
    	
 
    	
successfully   perform or explain this action and what the correct time to perform
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
100
    	
 
    	
Infra:   1st Shift 
    	
 
    	
[***]
    	
 
    	
successfully   and accurately send 
    

 

30

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
Requirements
    	
 
    	
 
    	
 
    	
EOD   report
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
101
    	
 
    	
Infra:   1st Shift Requirements
    	
 
    	
[***]
    	
 
    	
successfully   and accurately send APRM EOD report
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
102
    	
 
    	
Infra:   1st Shift Requirements
    	
 
    	
[***]
    	
 
    	
successfully   perform or explain this action and what the correct time to perform
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
103
    	
 
    	
Infra:   1st Shift Requirements
    	
 
    	
[***]
    	
 
    	
successfully   perform or explain this action and what the correct time to perform
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
104
    	
 
    	
Infra:   2nd Shift Requirements
    	
 
    	
[***]
    	
 
    	
successfully   perform or explain this action and what the correct time to perform
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
105
    	
 
    	
Infra:   2nd Shift Requirements
    	
 
    	
[***]
    	
 
    	
successfully   perform or explain this action and what the correct time to perform
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
106
    	
 
    	
Infra:   2nd Shift Requirements
    	
 
    	
[***]
    	
 
    	
successfully   perform or explain this action and what the correct time to perform
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
107
    	
 
    	
Infra:   2nd Shift Requirements
    	
 
    	
[***]
    	
 
    	
successfully   perform or explain this action and what the correct time to perform
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
108
    	
 
    	
Infra:   2nd Shift Requirements
    	
 
    	
[***]
    	
 
    	
successfully   perform or explain this action and what the correct time to perform
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
109
    	
 
    	
Infra:   2nd Shift Requirements
    	
 
    	
[***]
    	
 
    	
successfully   perform or explain this action and what the correct time to perform
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
110
    	
 
    	
Infra:   3rd Shift Requirements
    	
 
    	
[***]
    	
 
    	
successfully   perform or explain this action and what the correct time to perform
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
111
    	
 
    	
Infra:   3rd Shift Requirements
    	
 
    	
[***]
    	
 
    	
successfully   perform or explain this action and what the correct time to perform
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
112
    	
 
    	
Infra:   3rd Shift Requirements
    	
 
    	
[***]
    	
 
    	
successfully   perform or explain this action and what the correct time to perform
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
113
    	
 
    	
Infra:   3rd Shift Requirements
    	
 
    	
[***]
    	
 
    	
successfully   perform or explain this action and when to perform
    

 

31

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
114
    	
 
    	
Infra:   3rd Shift Requirements
    	
 
    	
[***]
    	
 
    	
demonstrate   verifying success of hotfixes before confirming OPWLSDUMSTR_BOUNCE to success
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
115
    	
 
    	
Infra:   3rd Shift Requirements
    	
 
    	
[***]
    	
 
    	
successfully   perform or explain this action and when to perform
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
116
    	
 
    	
Infra:   3rd Shift Requirements
    	
 
    	
[***]
    	
 
    	
successfully   perform or explain this action and when to perform
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
117
    	
 
    	
Infra:   3rd Shift Requirements
    	
 
    	
[***]
    	
 
    	
successfully   perform or explain this action and when to perform
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
118
    	
 
    	
Infra:   3rd Shift Requirements
    	
 
    	
[***]
    	
 
    	
successfully   perform or explain this action and when to perform
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
119
    	
 
    	
Infra:   3rd Shift Requirements
    	
 
    	
[***]
    	
 
    	
successfully   perform or explain this action and when to perform
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
120
    	
 
    	
Infra:   3rd Shift Requirements
    	
 
    	
[***]
    	
 
    	
successfully   perform or explain this action and when to perform
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
121
    	
 
    	
Infra:   3rd Shift Requirements
    	
 
    	
[***]
    	
 
    	
successfully   perform or explain this action and when to perform
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
122
    	
 
    	
Infra:   Shift Manager Only
    	
 
    	
[***]
    	
 
    	
successful   completion of TOPS monitoring and escalation review
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
123
    	
 
    	
Infra:   Shift Manager Only
    	
 
    	
[***]
    	
 
    	
successful   completion of AAM Backlog review
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
124
    	
 
    	
Infra:   Shift Manager Only
    	
 
    	
[***]
    	
 
    	
successful   completion of Poller Daemon monitoring and escalation review
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
125
    	
 
    	
Infra:   Shift Manager Only
    	
 
    	
[***]
    	
 
    	
successfully   demonstrate having the AAM backlog and Poller Daemon status on desktop during   the entire shift. (desktop or other type of monitoring screen)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
126
    	
 
    	
Infra:   Shift Manager Only
    	
 
    	
[***]
    	
 
    	
Successfully   demonstrate process to correct alert alarm [***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
127
    	
 
    	
Infra:   Shift Manager Only
    	
 
    	
[***]
    	
 
    	
successfully   execute Sanity Testing [***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
128
    	
 
    	
Infra:   Shift Manager Only
    	
 
    	
[***]
    	
 
    	
demonstrate   ability to perform online sanity during business 
    

 

32

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
identified   issues
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
129
    	
 
    	
Infra:   Shift Manager Only
    	
 
    	
[***]
    	
 
    	
successfully   and accurately Complete Operations hourly status reports
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
130
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to upgrade Non-Production TOPS environments
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
131
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to perform the ADBA tasks that are part of the   Full Data Refresh process
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
132
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to perform the DB extract process in Flat   environments
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
133
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to perform Infra Sanity in TOPS environments
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
134
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to perform TOPS environment bounce
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
135
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to perform Maintenance Window activities:

Bring environment down

Apply HFs

Bring environment up

Perform Infra Sanity
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
136
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to perform Maintenance Window activities:

Bring environment down

Apply HFs

Bring environment up

Perform Infra Sanity
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
137
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to troubleshoot defects and provide technical   support for the TOPS environments
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
138
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to troubleshoot defects and provide technical   support for the TOPS environments during Off-
    

 

33

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
hours
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
139
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to build out new TOPS environments
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
140
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to unpack TOPS build packages
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
141
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to install, configure and integrate new TOPS   components
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
142
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to review the Technical Release Notes and   implement the necessary Infra Integration changes in the TOPS environments
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
143
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to clean up application filesystems when they are   close to become full
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
144
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to change the debug mode of the TOPS applications
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
145
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to change the operational mode of the TOPS   applications
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
146
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to change RIM to RIMLITE functionality in the TOPS   applications
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
147
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to support the Middleware stack for TOPS
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
148
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to implement the Capacity Management function in   TOPS environments
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
149
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to manage and maintain the TOPS application licenses   in
    

 

34

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
the   TOPS environments
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
150
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to handle ad-hoc and emergency requests
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
151
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to review the TOPS environment upgrades plans and   provide acknowledgement they can support them appropriately
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
152
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to review the IS Projects plans and acknowledge   they have the resources to support them appropriately
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
153
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to handle the coordination of Offshore Maintenance   Windows
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
154
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to monitor the Quality Center defect queues and   track the open defects for Infra Integration
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
155
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to attend daily defect meetings and discuss open   defects and communicate updates
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
156
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to allocate resources to work on open Infra   defects, attend bridges, track the progress and escalate when needed
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
157
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to provide Off-Hours Group Lead support
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
158
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to provide input on the plan the schedule of the   TOPS environment upgrades with the Testing team
    

 

35

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
159
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to provide input and acknowledge the TOPS   environment allocation
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
160
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to maintain the Environment Dashboard and   Environment Pages document for TOPS
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
161
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to coordinate the implementation of external   interface configuration in TOPS
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
162
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to coordinate the unpacking of the TOPS builds   after they are delivered on-site from DVCI
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
163
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to communicate with VMs to obtain the HF lists   needed for environment upgrades
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
164
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to allocate the resources needed to perform the   TOPS environment upgrades
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
165
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to provide periodic status updates of TOPS environment   upgrade progress
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
166
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to coordinate the implementation of the changes on   TOPS systems as per IS Project requirements
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
167
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to perform the Capacity Planning function for TOPS   systems (system resources/sizing)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
168
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to coordinate the data 
    

 

36

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
refresh   with testing, agreeing on timelines and duration of work
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
169
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to coordinate with Testing and obtain the list of   the customer to be extracted from Test Full environment
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
170
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to coordinate the DB extract and data load   activities performed by ADBAs
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
171
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to plan with APS team the training environment   upgrade schedule
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
172
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to obtain the TRN data requirements from APS team   and mine the data to produce the list of CIDs needed to be extracted from   Production and to be loaded into the TRN environments
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
173
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to coordinate the TRN data refresh and environment   upgrade activities
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
174
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to coordinate the TRN environment sanity   activities and the release of the TRN environments to the APS team
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
175
    	
 
    	
Infra   Integration — Pre-Prod Success Criteria
    	
 
    	
[***]
    	
 
    	
Amdocs   to demonstrate the ability to manage the defects and support of the TRN   environments
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
176
    	
 
    	
Infra   - TWS
    	
 
    	
[***]
    	
 
    	
Amdocs   being prepared for any maintenance each night
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
177
    	
 
    	
Infra   Pit Boss / Production Manager
    	
 
    	
[***]
    	
 
    	
Whenever   a Sev1/Sev2 issue occurs, internal and external personnel must be notified   immediately to prevent any potential delays in the production process. Amdocs   Shift 
    

 

37

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Management   would immediately call USCC incident management hotline or USCC incident   management team would immediately call Amdocs Tier 2 help desk hotline to   engage Amdocs resources
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
178
    	
 
    	
Infra   Pit Boss / Production Manager
    	
 
    	
[***]
    	
 
    	
Tier   2 Help Desk notifies Shift Manager who sends SMS blast and heads up email. a   Heads Up e-mail providing the following information:

· Description   of the issue and an assessment of the issue’s severity

· Areas that   are affected by the issue (systems, facilities, applications, number of end   users who will be affected, etc.)

· List of the   departments/individuals that are working to resolve the issue

· Anticipated   time required to resolve the issue

· Bridge and   Chat room details
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
179
    	
 
    	
Infra   Pit Boss / Production Manager
    	
 
    	
[***]
    	
 
    	
The   Shift Manager immediately escalates the SEV1/SEV2 issue to the Production   Manager and the Manager of Production Operations. The Production Manager will   then take responsibility for any command decisions required in response to   the SEV1/SEV2 issue
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
180
    	
 
    	
Infra   Pit Boss / Production Manager
    	
 
    	
[***]
    	
 
    	
Production   Manager personnel, including the SEV1 Coordinator and the Director of   Customer Operations, if necessary, coordinate all communication with the   customer for those SEV1/SEV2 issues originating from their team. This   includes obtaining information required to investigate and resolve the issue.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
181
    	
 
    	
Infra   Pit Boss / Production Manager
    	
 
    	
[***]
    	
 
    	
The   Production Manager, with the assistance from the Shift Manager is responsible   for 
    

 

38

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
driving   and coordinating all investigation and recovery efforts for escalated   SEV1/SEV2 issues
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
182
    	
 
    	
Infra   Pit Boss / Production Manager
    	
 
    	
[***]
    	
 
    	
The   Production Manager, or Shift Manager if Production Manager is otherwise   occupied, will provide regular updates regarding the issue investigation and   resolution on the bridge or if there is no bridge, to the Tier 2 Help Desk to   communicate to the customer
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
183
    	
 
    	
Infra   Pit Boss / Production Manager
    	
 
    	
[***]
    	
 
    	
Until   the SEV1/SEV2 issue is resolved, the Production Manager monitors the ongoing   status of the issue and follows up with the resolution
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
184
    	
 
    	
Infra   Pit Boss / Production Manager
    	
 
    	
[***]
    	
 
    	
Upon   conclusion of the issue, while information is still fresh, the Shift Manager   records the issue in the UTS tracking system for inclusion in the Shift   Management Issue List and follow up later for RCA
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
185
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
[***]   accuracy when Qaing tickets
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
186
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
[***]   accuracy when Qaing tickets
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
187
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
[***]   accuracy when Qaing tickets
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
188
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
[***]accuracy   when Qaing tickets
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
189
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Process   followed and updates implemented successfully.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
190
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Clearing   [***] of transactions within [***] days.
    

 

39

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
191
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the [***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
192
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the [***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
193
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the [***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
194
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the [***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
195
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the [***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
196
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the [***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
197
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the [***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
198
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the [***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
199
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the [***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
200
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the [***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
201
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the [***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
202
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the [***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
203
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Validate   that WA scripts have been executed successfully for [***] incidents per the   [***].
    

 

40

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
204
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Validate   that WA scripts have been executed successfully for [***] incidents per the   [***].
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
205
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Validate   that WA scripts have been executed successfully for [***] incidents per the   [***].
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
206
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Validate   that WA scripts have been executed successfully for [***] incidents per the   [***].
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
207
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Validate   that WA scripts have been executed successfully for [***] incidents per the   [***].
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
208
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Validate   that WA scripts have been executed successfully for [***] incidents per the   [***].
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
209
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Validate   that WA scripts have been executed successfully for [***] incidents per the   [***].
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
210
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Validate   that WA scripts have been executed successfully for [***] incidents per the   [***].
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
211
    	
 
    	
App   Support CRM / CIM / RIM / RIML / MicroTelecom
    	
 
    	
[***]
    	
 
    	
Validate   that WA scripts have been executed successfully for [***] incidents per the   [***].
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
212
    	
 
    	
O2A:   Production Reporting
    	
 
    	
[***]
    	
 
    	
Daily   report generated and sent consistently (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
213
    	
 
    	
O2A:   Production Reporting
    	
 
    	
[***]
    	
 
    	
Daily   report generated and sent consistently (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
214
    	
 
    	
O2A:   Production Reporting
    	
 
    	
[***]
    	
 
    	
Daily   report generated and sent consistently (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
215
    	
 
    	
O2A:   Production Reporting
    	
 
    	
[***]
    	
 
    	
Daily   report generated and sent consistently (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
216
    	
 
    	
O2A:   Production Reporting
    	
 
    	
[***]
    	
 
    	
Daily   report generated and sent consistently (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
217
    	
 
    	
O2A:   Production Reporting
    	
 
    	
[***]
    	
 
    	
Daily   report generated and sent consistently (no days missed)
    

 

41

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
218
    	
 
    	
O2A:   Production Reporting
    	
 
    	
[***]
    	
 
    	
Daily   report generated and sent consistently (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
219
    	
 
    	
O2A:   Production Reporting
    	
 
    	
[***]
    	
 
    	
Daily   report generated and sent consistently (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
220
    	
 
    	
O2A:   Production Reporting
    	
 
    	
[***]
    	
 
    	
Daily   report generated and sent consistently (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
221
    	
 
    	
O2A:   Production Reporting
    	
 
    	
[***]
    	
 
    	
Daily   report generated and sent consistently (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
222
    	
 
    	
O2A:   KTBR “Keep the Business Running” Responsibilities
    	
 
    	
[***]
    	
 
    	
Daily   report generated and sent consistently (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
223
    	
 
    	
O2A:   KTBR “Keep the Business Running” Responsibilities
    	
 
    	
[***]
    	
 
    	
MOAs   SMART Tickets are created, represented at CAB meetings, and Tracker being   updated BEFORE MOAs are run.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
224
    	
 
    	
O2A:   KTBR “Keep the Business Running” Responsibilities
    	
 
    	
[***]
    	
 
    	
MOAs   SMART Tickets are created, represented at CAB meetings, and Tracker being   updated BEFORE MOAs are run.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
225
    	
 
    	
O2A:   KTBR “Keep the Business Running” Responsibilities
    	
 
    	
[***]
    	
 
    	
MOAs   SMART Tickets are created, represented at CAB meetings, and Tracker being   updated BEFORE MOAs are run.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
226
    	
 
    	
O2A:   KTBR “Keep the Business Running” Responsibilities
    	
 
    	
[***]
    	
 
    	
MOAs   SMART Tickets are created, represented at CAB meetings, and Tracker being   updated BEFORE MOAs are run.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
227
    	
 
    	
O2A:   KTBR “Keep the Business Running” Responsibilities
    	
 
    	
[***]
    	
 
    	
Per   QA process, scripts are entered via Scripting Tool consistently - No misses.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
228
    	
 
    	
O2A:   KTBR “Keep the Business Running” Responsibilities
    	
 
    	
[***]
    	
 
    	
Scripts   assigned are delivered. Where applicable, SMART and CAB processes are   followed.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
229
    	
 
    	
O2A:   KTBR “Keep the Business Running” Responsibilities
    	
 
    	
[***]
    	
 
    	
Scripts   assigned are delivered. Where applicable, SMART and CAB processes are   followed.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
230
    	
 
    	
O2A:   KTBR “Keep the Business Running” Responsibilities
    	
 
    	
[***]
    	
 
    	
Scripts   assigned are delivered. Where applicable, SMART and CAB processes are   followed.
    

 

42

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
231
    	
 
    	
O2A:   KTBR “Keep the Business Running” Responsibilities
    	
 
    	
[***]
    	
 
    	
Scripts   assigned are delivered. Where applicable, SMART and CAB processes are   followed.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
232
    	
 
    	
O2A:   KTBR “Keep the Business Running” Responsibilities
    	
 
    	
[***]
    	
 
    	
Communication   is validated by USCC team and sent to impacted business teams by USCC, to   impacted I/S teams by Amdocs
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
233
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   report generated and sent consistently (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
234
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   report generated and sent consistently (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
235
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   SO % remains at or below expected targets
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
236
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   SO % remains at or below expected targets
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
237
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   SO % remains at or below expected targets
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
238
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   SO % remains at or below expected targets
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
239
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   SO % remains at or below expected targets
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
240
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
N/A
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
241
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   SO % remains at or below expected targets
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
242
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   SO % remains at or below expected targets
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
243
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   SO % remains at or below expected targets
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
244
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   SO % remains at or below expected targets
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
245
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
EOL   Backordered Orders remain BELOW expected targets
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
246
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   report generated (no days missed)
    

 

43

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
247
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   report generated and published to SharePoint (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
248
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
CSR   cancelled orders are cancelled successfully - evidence that these are handled   correctly for at minimum [***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
249
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   report generated and published to SharePoint (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
250
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   report generated and published to SharePoint (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
251
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   report generated and published to SharePoint (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
252
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   report generated and published to SharePoint (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
253
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   report generated and published to SharePoint (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
254
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   report generated and published to SharePoint (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
255
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   report generated and published to SharePoint (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
256
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   report generated and published to SharePoint (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
257
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   report generated and published to SharePoint (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
258
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   report generated and published to SharePoint (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
259
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   report generated (no days missed)
    

 

44

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
260
    	
 
    	
O2A:   KTLO “Keep the Lights On” - Referred SO
    	
 
    	
[***]
    	
 
    	
Daily   report generated and published to SharePoint (no days missed)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
261
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Report   is being produced by Amdocs daily and delivered to USCC
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
262
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
4   flows - Demonstrate Root Cause completed on one of the flows and determine   next steps.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
263
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Report   is produced daily showing the number of Severity 3s (Customers without   Service)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
264
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
[***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
265
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Tickets   are being updated frequently per the Severity expectations [***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
266
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the first attempt
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
267
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the first attempt
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
268
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the first attempt
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
269
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the first attempt
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
270
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the first attempt
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
271
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the first attempt
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
272
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the first attempt
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
273
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the first attempt
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
274
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the first attempt
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
275
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved 
    

 

45

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
successfully   in the first attempt
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
276
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the first attempt
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
277
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the first attempt
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
278
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the first attempt
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
279
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Minimum   of 5 tickets resolved successfully in the first attempt
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
280
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the first attempt
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
281
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the first attempt
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
282
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the first attempt
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
283
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the first attempt
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
284
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the first attempt
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
285
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the first attempt
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
286
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Minimum   of [***] tickets resolved successfully in the first attempt
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
287
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Ticket   process is followed - [***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
288
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
[***]   of all tickets worked correctly the first time [***].
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
289
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
[***]   of all tickets worked correctly the first time [***].
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
290
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
[***]   of all tickets worked correctly the first time [***].
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
291
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
[***]   of all tickets worked correctly the first time [***].
    

 

46

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
#
    	
 
    	
Area
    	
 
    	
Activity/Qualifier
    	
 
    	
Target
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
292
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
#   NOT handled by Amdocs prior to escalation by Frontline - Below [***] per day   for [***] days (excluding Sunday)
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
293
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Amdocs   is handling [***] of all incoming tickets consistently for [***] days and no   tickets are being handled by USCC T2.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
294
    	
 
    	
Billing   Operations - Consumer Billing
    	
 
    	
[***]
    	
 
    	
Execute   successfully
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
295
    	
 
    	
Billing   Operations - Consolidated Billing
    	
 
    	
[***]
    	
 
    	
Execute   successfully
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
296
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Execute   successfully
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
297
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Execute   successfully
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
298
    	
 
    	
T2
    	
 
    	
[***]
    	
 
    	
Execute   successfully
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
299
    	
 
    	
Infra
    	
 
    	
[***]
    	
 
    	
Create   a tracking and communication mechanism with USCC and tune two queries   impacting performance
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
300
    	
 
    	
Infra
    	
 
    	
[***]
    	
 
    	
Add   a column in the RTN document and populated with the next release of the RTN.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
301
    	
 
    	
Infra
    	
 
    	
[***]
    	
 
    	
n/a
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
302
    	
 
    	
Infra
    	
 
    	
[***]
    	
 
    	
Participate   in [***] incident bridges.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
303
    	
 
    	
Infra
    	
 
    	
[***]
    	
 
    	
Ensure   the temp table space is maintained [***].
    

 

47

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

ANNEX B

Performance Requirements (SLAs and KPIs)

 

1.                                      Introduction

 

This Annex B to sets forth the specific terms applicable to the Service Levels and KPIs applicable to the Services provided under Managed Services Statement of Work Number 1 (this “MSSOW”) and the MSOWMS.  The terms of the MSOWMS, including those set forth in Schedule B thereof, apply to this Annex B.

 

2.                                      Exhibits

 

Exhibit B-1 attached hereto sets forth all of the Service Levels and KPIs applicable under this MSSOW.

 

3.                                      Measurement and Reporting

 

With reference to the support tools referred to in Section 5.3 of Schedule B of the MSOWMS, each Party shall make such tools available to the other Party on the Commencement Date in accordance with Appendix 9 of this MSSOW.

 

4.                                      At Risk Amount

 

With reference to Section 6.2 of Schedule B of the MSOWMS, the At Risk Amount under this MSSOW is [***] of the then-current monthly Services Fees; provided, however, that during the period from the Commencement Date to December 31, 2014, the monthly At-Risk Amount shall equal $[***] and, for the purposes of Section 9.1 of the Agreement, [***].  For the avoidance of doubt, for purposes of Section 6.2 of Schedule B of the MSOWMS, Service Fees shall not include Equipment, software, taxes, or other expenses that are passed through to USCC as approved Pass-Through Expenses including, without limitation, travel and associated living expenses.

 

5.                                      Exceptions

 

With reference to Section 8 of Schedule B of the MSOWMS, measurement of Provider’s performance of the Services against the Service Levels and KPIs set forth in Exhibit B-1 to this Annex B shall exclude the exceptions listed under each Service Level or KPI as well as the following for all Service Levels:

 

(a)                                 Failures that are not related to the B/OSS Solution including, without limitation: (i) adverse impacts caused by USCC or any of USCC’s Third Party Contractors, and (ii) failures related to direct fulfillment issues that are external to the B/OSS Solution;

 

(b)                                 Failures related to tickets that were initiated prior to the Commencement Date (i.e., backlog as of the Commencement Date);

 

(c)                                  Failures occurring during the time period commencing upon (i) USCC’s declaration of a disaster and ending on the [***] day after USCC’s declaration of returning to business as usual following recovery from a disaster and/or (ii) the occurrence of a Provider Disastrous Incident and ending on the sooner of (A) the full restoration of the Service or

 

Annex B (MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

(B) the Service restoration timelines listed in Section 3 of Schedule E of the MSOWMS, and subject to the terms thereof;

 

(d)                                 System transaction response times spent in Systems that are under USCC or USCC’s Third-Party Contractors’ responsibility (other than USCC Systems that serve as a platform for the B/OSS Solution); and

 

(e)                                  System response time metrics collected during agreed-upon scheduled maintenance windows.

 

2

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

Exhibit B-1

 

Service Levels and Key Performance Indicators

1.              General

 

1.1.                            Scope

 

In the provision of the Services, Amdocs will measure and report its performance of the services against the Service Levels set forth in this Exhibit B-1, and their Service Level Components, as further described below.

 

1.2.                            Service Levels

 

	
Number
    	
 
    	
Service Level
    	
 
    	
Section
    
	
1.
    	
 
    	
Non-Consolidated   Billing Timeliness
    	
 
    	
2.1.1
    
	
2.
    	
 
    	
Non-Consolidated   Billing Accuracy (Amount)
    	
 
    	
2.1.2
    
	
3.
    	
 
    	
Consolidated   Billing Timeliness
    	
 
    	
2.2.1
    
	
4.
    	
 
    	
Consolidated   Billing Accuracy (Amount)
    	
 
    	
2.3
    
	
5.
    	
 
    	
System   Availability
    	
 
    	
2.4.1
    
	
6.
    	
 
    	
Functional   Availability
    	
 
    	
2.5
    
	
7.
    	
 
    	
System   End-to-End Response Time
    	
 
    	
2.6
    
	
8.
    	
 
    	
Irreconcilable   Transactions
    	
 
    	
2.6.1
    
	
9.
    	
 
    	
Business   Transaction Success Rate Group 1
    	
 
    	
2.6.2
    
	
10.
    	
 
    	
Business   Transaction Success Rate Group 2
    	
 
    	
2.6.2
    
	
11.
    	
 
    	
Business   Transaction Success Rate Group 3
    	
 
    	
2.6.2
    
	
12.
    	
 
    	
Incident   Restoration- Severity 1
    	
 
    	
2.7.1
    
	
13.
    	
 
    	
Incident   Restoration- Severity 2
    	
 
    	
2.7.1
    
	
14.
    	
 
    	
Incident   Restoration- Severity 3
    	
 
    	
2.7.1
    
	
15.
    	
 
    	
Incident   Restoration- Severity 4
    	
 
    	
2.7.1
    
	
16.
    	
 
    	
Defect   Resolution
    	
 
    	
2.8
    
	
17.
    	
 
    	
O2A   Fallout Resolution
    	
 
    	
2.9
    

 

Exhibit B-1 (Annex B MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

Key Performance Indicators (KPIs)

 

	
Number
    	
 
    	
Service Level
    	
 
    	
Section
    
	
1.
    	
 
    	
Usage   Readiness for Billing
    	
 
    	
3.1
    
	
2.
    	
 
    	
XML/PDF   Billing Timeliness
    	
 
    	
3.2
    
	
3.
    	
 
    	
Non-Consolidated   Revenue
    	
 
    	
3.3
    
	
4.
    	
 
    	
Consolidated   Uncollected Revenue
    	
 
    	
3.4
    
	
5.
    	
 
    	
Bill   Preparation and QA Mode
    	
 
    	
3.5
    
	
6.
    	
 
    	
Bill   Reject Resolution and Rerun Timeliness
    	
 
    	
3.6
    
	
7.
    	
 
    	
Confirmation   Timeliness
    	
 
    	
3.7
    
	
8.
    	
 
    	
Non-Consolidated   Billing Accuracy (Content and Display)
    	
 
    	
3.8
    
	
9.
    	
 
    	
Consolidated   Billing Accuracy (Content and Display)
    	
 
    	
3.9
    
	
10.
    	
 
    	
Service   Request
    	
 
    	
3.10
    
	
11.
    	
 
    	
Atomic   API Response Time
    	
 
    	
3.11
    
	
12.
    	
 
    	
EOM   and EOD Timeliness
    	
 
    	
3.12
    
	
13.
    	
 
    	
Manual   Intervention
    	
 
    	
3.13
    
	
14.
    	
 
    	
Incident   Response
    	
 
    	
3.14
    
	
15.
    	
 
    	
Reopen   Rate
    	
 
    	
3.15
    
	
16.
    	
 
    	
Incident   Restoration S5
    	
 
    	
3.16
    
	
17.
    	
 
    	
Reporting   Timeliness
    	
 
    	
3.17
    
	
18.
    	
 
    	
Environments   Delivered On Time
    	
 
    	
3.18
    
	
19.
    	
 
    	
Infra   Defects
    	
 
    	
3.19
    
	
20.
    	
 
    	
RCA   Timeliness
    	
 
    	
3.20
    
	
21.
    	
 
    	
On-time   Action Items
    	
 
    	
3.21
    
	
22.
    	
 
    	
Stuck   Order Fallout Percentage
    	
 
    	
3.22
    

 

1.3.                            Definitions

 

	
TERM
    	
 
    	
DEFINITION
    
	
CIM
    	
 
    	
Amdocs   Customer Manager-smart client software
    
	
GE
    	
 
    	
Greater   than or equal to
    
	
GT
    	
 
    	
Greater   than
    
	
LE
    	
 
    	
Less   than or equal to
    

 

2

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
TERM
    	
 
    	
DEFINITION
    
	
LT
    	
 
    	
Less   than
    
	
MCSS
    	
 
    	
Amdocs   Multichannel Self Service Software
    
	
MicroTelecom
    	
 
    	
MicroTelecom   software for point-of-sale functionality
    
	
Order   Fallout
    	
 
    	
[***]
    
	
Overflow   Stuck Order
    	
 
    	
See   Attachment 2 to this Exhibit B-1
    
	
Priority   1 Stuck Order
    	
 
    	
See   Attachment 2 to this Exhibit B-1
    
	
Priority   2 Stuck Order
    	
 
    	
See   Attachment 2 to this Exhibit B-1
    
	
Priority   3 Stuck Order
    	
 
    	
See   Attachment 2 to this Exhibit B-1
    
	
Referred   Stuck Order
    	
 
    	
See   Attachment 2 to this Exhibit B-1
    
	
RIM
    	
 
    	
Amdocs   Retail Interaction Manager software
    
	
RIM   LITE
    	
 
    	
Amdocs   Retail Interaction Manager Software for Agents
    
	
Severity   Levels
    	
 
    	
[***]
    
	
Severity   Levels
    	
 
    	
[***]
    
	
SI
    	
 
    	
Service   Impacting Incidents.
    
	
Stuck   Order or SO
    	
 
    	
See   Attachment 2 to this Exhibit B-1
    
	
Turbo   Charging
    	
 
    	
Amdocs   Turbo Charging software component of Amdocs Revenue Management software
    
	
Unplanned   Outage
    	
 
    	
An   outage that is neither planned nor agreed upon by the parties in writing or   in the change management record as used in the IT change management process   in USCC’s SharePoint site.
    
	
UTS
    	
 
    	
Unified   Ticketing System which is Amdocs ticketing system
    
	
Work-around
    	
 
    	
An   alternative way to perform a business activity, provided by Tier 2 and/or   Tier 3 and/or Tier 4, that can be used in order to mitigate or avoid the   impact of an issue without resolving the root cause of such issue.
    

 

2.               Service Levels

 

2.1.                            Non-Consolidated Billing

 

2.1.1.      Non-Consolidated Billing Timeliness

 

	
Service Level Name:
    	
 
    	
Non-Consolidated Billing Timeliness
    

 

3

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustments
    	
 
    	
[***]
    
	
Exceptions
    	
 
    	
[***]
    

 

	
Non-Consolidated
   Billing Timeliness
    	
 
    	
Service Level Target
    (Short Term)
    Service Level Term: Commencement
   Date – 12/31/2014
    	
 
    	
Service Level Target
    (Long Term)
    Service Level term: 1/1/2015 – end
   of the Term
    	
 
    	
Weighting
   Factor
    
	
Blue
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Green
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Yellow
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Red
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Black
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
 
    

 

2.1.2.      Non-consolidated Billing Accuracy (Amount)

 

	
Service Level Name:
    	
 
    	
Non-Consolidated Billing Accuracy (Amount)
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustments
    	
 
    	
[***]
    

 

4

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Exceptions
    	
 
    	
[***]
    

 

	
Non-
   Consolidated
   Billing Accuracy
   (Amount)
    	
 
    	
Service Level target
    (Short Term)
    Service Level Term: Commencement
   Date – 3/31/2015
    	
 
    	
Service Level target (Long Term)
    Service Level Term:
    4/1/2015 – End of Term
    	
 
    	
Weighting
   Factor
    
	
Blue
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Green
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Yellow
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Red
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Black
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
 
    

 

2.2.                            Consolidated Billing

 

2.2.1.      Consolidated Billing Timeliness

 

	
Service Level Name:
    	
 
    	
Consolidated Billing Timeliness
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustments
    	
 
    	
[***]
    
	
Exceptions
    	
 
    	
[***]
    

 

5

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Consolidated
   Billing Timeliness
    	
 
    	
Service Level Target
    (Short Term)
    Service Level Term:
    Commencement Date – 12/31/2014
    	
 
    	
Service Level Target
    (Long Term)
    Service Level Term:
    1/1/2015- End of Term
    	
 
    	
Weighting
   Factor
    
	
Green
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Yellow
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Red
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Black
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
 
    

 

2.3.                            Consolidated Billing Accuracy (Amount)

 

	
Service Level Name:
    	
 
    	
Consolidated Billing Accuracy (Amount)
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustments
    	
 
    	
[***]
    
	
Exceptions
    	
 
    	
[***]
    

 

	
Consolidated Billing
   Accuracy (Amount)
    	
 
    	
Service Level Target
    (Short Term)
    Service Level Term:
    Commencement Date – 10/1/2014 –
   3/31/2015
    	
 
    	
Service Level Target
    (Long Term)
    Service Level Term:
    4/1/2015- End of Term
    	
 
    	
Weighting
   Factor
    
	
Green
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Yellow
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Red
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    

 

6

 

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

2.4.                            Availability

 

2.4.1.      System Availability

 

	
Service Level Name:
    	
 
    	
 B/OSS   Solution Availability
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustments
    	
 
    	
[***]
    
	
Exceptions
    	
 
    	
[***]
    

 

	
System
   Availability
    	
 
    	
Service Level Target
    (Short Term)
    Service Level Term:
    Commencement Date –
   12/31/2014
    	
 
    	
Service Level Target
    (Long Term)
    Service Level Term:
    1/1/2015- End of Term
    	
 
    	
Weighting Factor
    
	
Green
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Yellow
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Red
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    

 

2.5.                            Functional Availability

 

	
Service Level Name:
    	
 
    	
Functional Availability
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    

 

7

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Post-Release Adjustments:
    	
 
    	
[***]
    
	
Exceptions:
    	
 
    	
[***]
    

 

	
Functional
   Availability
    	
 
    	
Service Level Target
    (Short Term)
    Service Level Term:
    Commencement Date –
   12/31/2014
    	
 
    	
Service Level Target
    (Long Term)
    Service Level Term:
    1/1/2015- End of Term
    	
 
    	
Weighting Factor
    
	
Blue
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Green
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Yellow
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Red
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Black
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
 
    

 

2.6.                            System End-to-End Response Time

 

	
Service Level Name:
    	
 
    	
System End-to-End Response Time
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustments:
    	
 
    	
[***]
    
	
Exceptions:
    	
 
    	
[***]
    

 

8

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
End-To-End
   Response
   Time
    	
 
    	
Service Level
   Target
   (Short Term)
   Service Level
   Term:
   December 1, 2014
   – February 28,
   2015
    	
 
    	
Service Level Target
   (Short Term – Extended, if
   applicable)
   Service Level Term:
   March 1, 2015 – the agreed-
   upon date on which agreed-
   upon long term Service Level
   Targets become effective
   (such date, the “E2E Long
   Term Start Date”)
    	
 
    	
Service Level Target
   (Long Term)
   Service Level Term:
   E2E Long Term Start Date - end
   of the Term
    	
 
    	
Weighting
   Factor
    
	
Blue
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Green
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Yellow
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Red
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    

 

[***]

 

2.6.1.      Irreconcilable Transactions

 

	
Service Level Name:
    	
 
    	
Irreconcilable Transactions
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustments:
    	
 
    	
[***]
    
	
Exceptions:
    	
 
    	
[***]
    

 

9

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Irreconcilable
   Transactions
    	
 
    	
Service Level Target
    (Short Term)
    Service Level Term:
    Commencement Date – 12/31/2014
    	
 
    	
Service Level Target
    (Long Term)
    Service Level Term:
    1/1/2015- End of Term
    	
 
    	
Weighting
   Factor
    
	
Green
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Yellow
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Red
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    

 

2.6.2.      Business Transaction Success Rate

 

	
Service Level Name:
    	
 
    	
Business Transaction Success Rate
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustments:
    	
 
    	
[***]
    
	
Exceptions:
    	
 
    	
[***]
    

 

	
Business
   Transaction
   Success Rate –
   Group 1
    	
 
    	
Service Level Target
    (Short Term)
    Service Level Term:
    Commencement Date –
   12/31/2014
    	
 
    	
Service Level Target
    (Long Term)
    Service Level Term:
    1/1/2015- End of Term
    	
 
    	
Weighting
   Factor
    
	
Blue
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Green
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Yellow
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Red
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    

 

10

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Business
   Transaction
   Success Rate –
   Group 2
    	
 
    	
Service Level Target
    (Short Term)
    Service Level Term:
    Commencement Date – 12/31/2014
    	
 
    	
Service Level Target
    (Long Term)
    Service Level Term:
    1/1/2015- End of Term
    	
 
    	
Weighting
   Factor
    
	
Blue
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Green
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Yellow
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Red
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    

 

	
Business
   Transaction
   Success Rate –
   Group 3
    	
 
    	
Service Level Target
    (Short Term)
    Service Level Term:
    Commencement Date –
   12/31/2014
    	
 
    	
Service Level Target
    (Long Term)
    Service Level Term:
    1/1/2015- End of Term
    	
 
    	
Weighting
   Factor
    
	
Blue
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Green
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Yellow
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Red
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    

 

2.7.                            Incident Restoration

 

2.7.1.      Incident Restoration Severity 1-Severity 4

 

	
Service Level Name:
    	
 
    	
Incident Restoration Severity 1-Severity 4
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustments:
    	
 
    	
[***]
    
	
Exceptions:
    	
 
    	
[***]
    

 

11

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Incident
   Restoration
   Time – Severity
   1
    	
 
    	
Service Level Target
    (Short Term)
    Service Level Term:
    Commencement Date – 12/31/2014
    	
 
    	
Service Level Target
    (Long Term)
    Service Level Term:
    1/1/2015- End of Term
    	
 
    	
Weighting
   Factor
    
	
Blue
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Green
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Yellow
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Red
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    

 

	
Incident
   Restoration
   Time – Severity
   2
    	
 
    	
Service Level Target
    (Short Term)
    Service Level Term:
    Commencement Date – 12/31/2014
    	
 
    	
Service Level Target
    (Long Term)
    Service Level Term:
    1/1/2015- End of Term
    	
 
    	
Weighting
   Factor
    
	
Blue
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Green
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Yellow
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Red
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    

 

12

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Incident
   Restoration
   Time –
   Severity 3
    	
 
    	
Service Level Target
    (Short Term)
    Service Level Term:
    Commencement Date – The earlier of
   5/31/2015 OR monthly bundle post
   R5
    	
 
    	
Service Level Target
    (Long Term)
    Service Level Term:
    The earlier of 6/1/2015 OR monthly
   bundle post R5- End of Term
    	
 
    	
Weighting
   Factor
    
	
Blue
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Green
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Yellow
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Red
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    

 

	
Incident
   Restoration
   Time –
   Severity 4
    	
 
    	
Service Level Target
    (Short Term)
    Service Level Term:
    Commencement Date – 12/31/2014
    	
 
    	
Service Level Target
    (Long Term)
    Service Level Term:
    1/1/2015- End of Term
    	
 
    	
Weighting
   Factor
    
	
Blue
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Green
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Yellow
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Red
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    

 

13

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

2.8.                            Defect Resolution

 

	
Service Level Name
    	
 
    	
Defect Resolution
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustments:
    	
 
    	
[***]
    
	
Exceptions:
    	
 
    	
[***]
    

 

	
Defect
   Resolution
   Time
    	
 
    	
Service Level Target
    (Short Term)
    Service Level Term:
    Commencement Date – 12/31/2014
    	
 
    	
Service Level Target
    (Long Term)
    Service Level Term:
    1/1/2015- End of Term
    	
 
    	
Weighting
   Factor
    
	
Blue
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Green
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Yellow
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Red
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    

 

2.9.                            O2A Fallout Resolution

 

	
Service Level Name:
    	
 
    	
O2A Fallout Resolution
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    

 

14

 

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Post-Release Adjustments:
    	
 
    	
[***]
    
	
Exceptions:
    	
 
    	
[***]
    

 

	
O2A Fallout
   Resolution
    	
 
    	
Service Level Target
    Short Term
    Service Level Term:
    Commencement Date – 12/31/14
    	
 
    	
Service Level Target
    Service Level Term: Commencement Date
   – End of Term
    	
 
    	
Weighting
   Factor
    
	
Blue
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Green
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Yellow
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    
	
Red
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    

 

15

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

3.                                      Key Performance Indicators (KPI)

 

3.1.                            USAGE READINESS FOR BILLING

 

	
KPI Name:
    	
 
    	
Usage Readiness for Billing
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustment
    	
 
    	
[***]
    
	
KPI Target
    	
 
    	
[***]
    

 

3.2.                            XML/PDF BILLING TIMELINESS

 

	
KPI Name:
    	
 
    	
XML/PDF Billing Timeliness
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustment
    	
 
    	
[***]
    

 

16

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
KPI Target
    	
 
    	
[***]
    

 

3.3.                            NON- CONSOLIDATED UNCOLLECTED REVENUE

 

	
KPI Name:
    	
 
    	
Non- Consolidated Uncollected Revenue
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustment
    	
 
    	
[***]
    
	
KPI Target
    	
 
    	
[***]
    

 

3.4.                            CONSOLIDATED UNCOLLECTED REVENUE

 

	
KPI Name:
    	
 
    	
Consolidated Uncollected Revenue
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustment
    	
 
    	
[***]
    
	
KPI Target
    	
 
    	
[***]
    

 

17

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

3.5.                            BILL PREPARATION AND QA MODE

 

	
KPI Name:
    	
 
    	
Bill Preparation and QA Mode
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustment
    	
 
    	
[***]
    
	
Exceptions
    	
 
    	
[***]
    
	
KPI Target
    	
 
    	
[***]
    

 

3.6.                            BILLING REJECT RESOLUTION AND RERUN TIMELINESS

 

	
KPI Name:
    	
 
    	
Billing Reject Resolution and Rerun Timeliness
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustment
    	
 
    	
[***]
    
	
KPI Target
    	
 
    	
[***]
    

 

18

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

3.7.                            CONFIRMATION TIMELINESS

 

	
KPI Name:
    	
 
    	
Confirmation Timeliness
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustment
    	
 
    	
[***]
    
	
KPI Target
    	
 
    	
[***]
    

 

3.8.                            NON-CONSOLIDATED BILLING ACCURACY (CONTENT AND DISPLAY)

 

	
KPI Name:
    	
 
    	
Non-Consolidated Billing Accuracy (content and   display)
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustment
    	
 
    	
[***]
    
	
Exceptions
    	
 
    	
[***]
    
	
KPI Target
    	
 
    	
[***]
    

 

19

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

3.9.                            CONSOLIDATED BILLING ACCURACY (CONTENT AND DISPLAY)

 

	
KPI Name:
    	
 
    	
Consolidated Bill accuracy (content and display)

Example: Correct name on the bill
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustment
    	
 
    	
[***]
    
	
Exceptions
    	
 
    	
[***]
    
	
KPI Target
    	
 
    	
[***]
    

 

3.10.                     SERVICE REQUEST

 

	
KPI Name:
    	
 
    	
Service Request
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustment
    	
 
    	
[***]
    
	
KPI Target
    	
 
    	
[***]
    

 

20

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

3.11.                     ATOMIC API RESPONSE TIME

 

	
KPI Name:
    	
 
    	
Atomic API Response Time
    
	
Description:
    	
 
    	
[***]
    
	
Formula
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustment
    	
 
    	
[***]
    
	
Exceptions
    	
 
    	
[***]
    
	
KPI Target
    	
 
    	
[***]
    

 

3.12.                     EOM AND EOD TIMELINESS

 

	
KPI Name:
    	
 
    	
EOM and EOD timeliness
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustment
    	
 
    	
[***]
    
	
KPI Target
    	
 
    	
[***]
    

 

21

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

3.13.                      MANUAL INTERVENTION

 

	
KPI Name:
    	
 
    	
Manual Intervention
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustment
    	
 
    	
[***]
    
	
KPI Target
    	
 
    	
[***]
    

 

3.14.                     INCIDENT RESPONSE

 

	
KPI Name:
    	
 
    	
Incident Response
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustment
    	
 
    	
[***]
    
	
Exceptions
    	
 
    	
[***]
    
	
KPI Target
    	
 
    	
[***]
    

 

22

 

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

3.15.                     REOPEN RATE PERCENTAGE

 

	
KPI Name:
    	
 
    	
Reopen Rate Percentage
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustment
    	
 
    	
[***]
    
	
Exceptions
    	
 
    	
[***]
    
	
KPI Target
    	
 
    	
[***]
    

 

3.16.                     INCIDENT RESTORATION S5

 

	
KPI Name:
    	
 
    	
Incident Restoration S5
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustment
    	
 
    	
[***]
    
	
Exceptions
    	
 
    	
[***]
    
	
KPI Target
    	
 
    	
[***]
    

 

23

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

3.17.                     REPORTING TIMELINESS

 

	
KPI Name:
    	
 
    	
Reporting Timeliness
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustment
    	
 
    	
[***]
    
	
Exceptions
    	
 
    	
[***]
    
	
KPI Target
    	
 
    	
[***]
    

 

3.18.                     NON-PRODUCTION ENVIRONMENTS DELIVERED ON TIME

 

	
KPI Name:
    	
 
    	
Non-Production   Environments delivered on time
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustment
    	
 
    	
[***]
    
	
Exceptions
    	
 
    	
[***]
    
	
KPI Target
    	
 
    	
[***]
    

 

24

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

3.19.                     NON-PRODUCTION INFRA DEFECTS

 

	
KPI Name:
    	
 
    	
Non-Production   Infra Defects
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustment
    	
 
    	
[***]
    
	
Exceptions
    	
 
    	
[***]
    
	
KPI Target
    	
 
    	
[***]
    

 

3.20.                      RCA TIMELINESS

 

	
KPI Name:
    	
 
    	
RCA   Timeliness
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustment
    	
 
    	
[***]
    
	
Exceptions
    	
 
    	
[***]
    
	
KPI Target
    	
 
    	
[***]
    

 

3.21.                     ON-TIME ACTION ITEMS

 

	
KPI Name:
    	
 
    	
On-time   Action Items
    

 

25

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustment
    	
 
    	
[***]
    
	
Exceptions
    	
 
    	
[***]
    
	
KPI Target
    	
 
    	
[***]
    

 

3.22.                              STUCK ORDER FALLOUT PERCENTAGE

 

	
KPI Name:
    	
 
    	
Stuck   Order Fallout Percentage
    
	
Description:
    	
 
    	
[***]
    
	
Formula:
    	
 
    	
[***]
    
	
Measurement Period:
    	
 
    	
[***]
    
	
Data Source:
    	
 
    	
[***]
    
	
Post-Release Adjustment
    	
 
    	
[***]
    
	
Exceptions
    	
 
    	
[***]
    
	
KPI Target
    	
 
    	
[***]
    

 

26

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

Attachment 1 to Exhibit B-1

 

Critical Business Transactions

 

[***]

 

Attachment 1 to Exhibit B-1 (Annex B MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

Attachment 2 to Exhibit B-1

 

[***] Definitions and Terms

 

1.                                      Introduction

 

This Attachment 2 to Exhibit B-1 sets forth the specific definitions and terms applicable to the [***] Level.

 

2.                                      Definitions

 

[***]

 

Attachment 2 to Exhibit B-1 (Annex B MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

ANNEX C

 

Service Fees

 

All Service Fees in U.S. 
 Dollars

 

	
Fees
    	
 
    	
From the
   Commencement
   Date through
   December 31, 2014)
    	
 
    	
January 1,2015 –
   June 30, 2015
    	
 
    	
July 1,2015 – June
   30, 2016
    	
 
    	
July 1,2016 – June
   30, 2017
    	
 
    	
July 1,2017 – June
   30, 2018
    	
 
    	
July 1,2018 –
   September 30, 2019
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Monthly   Service Fee
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    

 

	
Total Transition Services Fees:
    	
 
    	
[***]
    	
 
    
	
Total projected Monthly Service Fees from   Commencement Date through September 30,   2019:
    	
 
    	
[***]
    	
 
    

 

In consideration of Provider’s provision of OMS Support services and for infrastructure-related services provided from June 9, 2014 through the Commencement Date, Provider and USCC hereby acknowledge that any fees payable for such services are included in the Service Fees set forth in this Annex C.

 

The Service Fee excludes Provider’s travel and associated living expenses, which will be reimbursed by USCC in accordance with Section 3.2 of the MSOWMS.

 

The Service Fees herein are subject to the Envelope Parameters set forth in Exhibit C-3.

 

[***]

 

Amdocs acknowledges that, in connection with the System End-to-End Response Time Service Level in Section 2.6 of Exhibit B-1 to Annex B of this MSSOW, there is the potential for USCC to hold back a portion of the Monthly Service Fee under certain conditions set forth therein.

 

Annex C (MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

Exhibit C-1: Financial Responsibility Matrix

Table 1

 

	
Facilities
    	
 
    	
 
    	
 
    	
Asset and Expense Allocation: Capital / Expense / Lease Cost
    
	
Furnishings
    	
 
    	
 
    	
 
    	
Current Assets
    	
 
    	
Refresh
    	
 
    	
Upgrade / Enhance
    	
 
    	
Growth
    
	
USCC Facilities
    	
 
    	
 
    	
 
    	
—
    	
 
    	
—
    	
 
    	
—
    	
 
    	
—
    
	
 
    	
 
    	
USCC Personnel on USCC premises
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
Data telecommunications   service and access fees
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    
	
 
    	
 
    	
Telecommunication circuit   provisioning
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    
	
 
    	
 
    	
Long distance phone calls
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    
	
 
    	
 
    	
Local phone calls
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    
	
 
    	
 
    	
Use of office space
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    
	
 
    	
 
    	
Use of office supplies
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    
	
 
    	
 
    	
Use of other office equipment
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    
	
Provider Facilities
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
Data telecommunications service and access fees
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    
	
 
    	
 
    	
Telecommunication circuit   provisioning
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    
	
 
    	
 
    	
Long distance phone calls
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    
	
 
    	
 
    	
Local phone calls
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    
	
 
    	
 
    	
Use of office space
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    
	
 
    	
 
    	
Use of office supplies
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    
	
 
    	
 
    	
Use of other office equipment
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    
	
All Resource Categories
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
Provider Personnel on USCC premises
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
Long distance phone calls   (only in United States)
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    
	
 
    	
 
    	
Local phone calls
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    
	
 
    	
 
    	
Use of office space
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    
	
 
    	
 
    	
Use of office supplies
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    
	
 
    	
 
    	
Use of other office equipment
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    

 

Exhibit C-1 (Annex C MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

Table 2

 

	
Software
   Resource
    	
 
    	
Asset Allocation:
   License / Lease Cost
    	
 
    	
Replacement
    	
 
    	
SW
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Contract
   Expenses
    
	
Category:
    	
 
    	
Current License
    	
 
    	
SW
    	
 
    	
Currency
    	
 
    	
Release/Upgrade
    	
 
    	
Growth
    	
 
    	
Maintenance
    
	
Infrastructure   at Provider Facilities
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
All basic personal computer software
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
as determined by Amdocs
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    
	
 
    	
All application development software tools
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
as determined by Amdocs
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    
	
 
    	
All server, networking, and management software
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
as determined by Amdocs
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    
	
 
    	
All software needed to perform Provider Services
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
as determined by Amdocs
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    
	
 
    	
 
    	
 
    	
—
    	
 
    	
—
    	
 
    	
—
    	
 
    	
—
    	
 
    	
—
    	
 
    	
—
    
	
Infrastructure   at USCC Facilities
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
All basic personal computer software for Provider   Personnel
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
as determined by Amdocs
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    
	
 
    	
All application development software tools
    	
 
    	
N/A
    	
 
    	
N/A
    	
 
    	
as determined by USCC
    	
 
    	
N/A
    	
 
    	
N/A
    	
 
    	
N/A
    
	
 
    	
All server, networking, and management software
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
as determined by USCC
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    
	
 
    	
Remote access (e.g., Citrix) software (Initial   Quantities)
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
as determined by USCC
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    
	
 
    	
Remote access (e.g., Citrix) software Additional   Quantities)
    	
 
    	
as indicated in Table 4 herein
    	
 
    	
as indicated in Table 4 herein
    	
 
    	
 
    	
 
    	
as indicated in Table 4 herein
    	
 
    	
as indicated in Table 4 herein
    	
 
    	
as indicated in Table 4 herein
    
	
 
    	
All other software needed to perform the Services
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
as determined by Amdocs
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    

 

2

 

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

Table 3

 

	
Equipment
    	
 
    	
Asset Allocation:
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Contract
    
	
Resource
    	
 
    	
Capital / Lease Cost
    	
 
    	
 
    	
 
    	
 
    	
 
    	
Upgrade /
    	
 
    	
 
    	
 
    	
Expenses
    
	
Categories
    	
 
    	
Current Assets
    	
 
    	
Refresh
    	
 
    	
Cycle
    	
 
    	
Enhance
    	
 
    	
Growth
    	
 
    	
Maintenance
    
	
Infrastructure at Provider Facilities
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
All personal computing   Equipment
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
as determined by Amdocs
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    
	
All telecommunications   Equipment
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
as determined by Amdocs
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    
	
All server, networking, and   management Equipment
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
as determined by Amdocs
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    
	
All hardware needed to   perform Provider Services
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
as determined by Amdocs
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    
	
All other Equipment
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
as determined by Amdocs
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    
	
Infrastructure at USCC Facilities
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
All personal computing   Equipment for Provider Personnel
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
as determined by Amdocs
    	
 
    	
Provider
    	
 
    	
Provider
    	
 
    	
Provider
    
	
All telecommunications   Equipment
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
As determined by USCC
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    
	
All server, networking, and   management Equipment
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
As determined by USCC
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    
	
All other Equipment
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
As determined by USCC
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    

 

	
Provider Personnel
    	
 
    	
Salary & Benefits
    	
 
    	
Travel
    	
 
    	
Training
    	
 
    	
Relocation
    	
 
    	
Staffing 
   Incr. / Decr.
    	
 
    	
Severance
    
	
Transitioned Employees
    	
 
    	
N/A
    	
 
    	
N/A
    	
 
    	
N/A
    	
 
    	
N/A
    	
 
    	
N/A
    	
 
    	
N/A
    
	
Subcontractors
    	
 
    	
Provider
    	
 
    	
USCC
    	
 
    	
Provider
    	
 
    	
N/A
    	
 
    	
Provider
    	
 
    	
Provider
    
	
Third-Party Contracts
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    	
 
    	
USCC
    
	
Supplemental Provider Personnel
    	
 
    	
Provider
    	
 
    	
USCC
    	
 
    	
Provider
    	
 
    	
As agreed by the Parties
    	
 
    	
Provider
    	
 
    	
Provider
    

 

3

 

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

Table 4

 

	
Application 
    	
 
    	
Initial 
   Quantities
    	
 
    	
USCC-Required Additional 
   Quantities
    	
 
    	
Amdocs-Required 
   Additional Quantities*
    	
 
    	
Pre-Approved Additional 
   Quantities
    	
 
    	
Party Financially Responsible for 
   Additional Quantities
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    

 

*Provider will submit its requirements for Pre-Approved Additional Quantities eight weeks in advance of the date the software is required, to enable USCC to load the software or increase the capacity of the Jump Server.

 

4

 

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

**HP Quality Center is subject to Site concurrent  license, Area (North America) concurrent license or Global concurrent license, Provider must submit its requirements by location by the date the software is required to ensure USCC’s is in compliance with its software license terms and conditions.

 

***Provider will submit its requirements for USCC-Required Additional Quantities eight weeks in advance the date the software is required for review and approval. 

 

5

 

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

Exhibit C-2: Termination Fees

 

	
 
    	
 
    	
Contract Year (Beginning of Year)
    	
 
    
	
 
    	
 
    	
Year 1
    	
 
    	
Year 2
    	
 
    	
Year 3
    	
 
    	
Year 4
    	
 
    	
Year 5
    	
 
    	
End of Contract
    	
 
    
	
 
    	
 
    	
Total
    	
 
    	
Total
    	
 
    	
Total
    	
 
    	
Total
    	
 
    	
Total
    	
 
    	
Total
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
N/A
    	
 
    	
N/A
    	
 
    	
N/A
    	
 
    	
$
    	
8,000,000
    	
 
    	
$
    	
4,000,000
    	
 
    	
$
    	
0
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
Termination Fees by Month
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
Month 1
    	
 
    	
Month 2
    	
 
    	
Month 3
    	
 
    	
Month 4
    	
 
    	
Month 5
    	
 
    	
Month 6
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
$
    	
8,000,000
    	
 
    	
$
    	
7,666,667
    	
 
    	
$
    	
7,333,333
    	
 
    	
$
    	
7,000,000
    	
 
    	
$
    	
6,666,667
    	
 
    	
$
    	
6,333,333
    	
 
    
	
Contract Year 4
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
Month 7
    	
 
    	
Month 8
    	
 
    	
Month 9
    	
 
    	
Month 10
    	
 
    	
Month 11
    	
 
    	
Month 12
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
$
    	
6,000,000
    	
 
    	
$
    	
5,666,667
    	
 
    	
$
    	
5,333,333
    	
 
    	
$
    	
5,000,000
    	
 
    	
$
    	
4,666,667
    	
 
    	
$
    	
4,333,333
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
Month 1
    	
 
    	
Month 2
    	
 
    	
Month 3
    	
 
    	
Month 4
    	
 
    	
Month 5
    	
 
    	
Month 6
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
$
    	
4,000,000
    	
 
    	
$
    	
3,666,667
    	
 
    	
$
    	
3,333,333
    	
 
    	
$
    	
3,000,000
    	
 
    	
$
    	
2,666,667
    	
 
    	
$
    	
2,333,333
    	
 
    
	
Contract Year 5
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
Month 7
    	
 
    	
Month 8
    	
 
    	
Month 9
    	
 
    	
Month 10
    	
 
    	
Month 11
    	
 
    	
Month 12
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
$
    	
2,000,000
    	
 
    	
$
    	
1,666,667
    	
 
    	
$
    	
1,333,333
    	
 
    	
$
    	
1,000,000
    	
 
    	
$
    	
666,667
    	
 
    	
$
    	
333,333
    	
 
    

 

Exhibit C-2 (Annex C MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

Exhibit C-3: Envelope Parameters

 

1.              Envelope Parameter Changes and Associated Service Fee Adjustments

 

1.1.         The Envelope Parameters specified in the Table in Section 4 (the “Envelope Parameters Table”) represent the sizing and capacity assumptions relating to the Services.

 

1.2.         Provider shall perform the Services for the monthly Service Fees in accordance with the performance requirements set forth in Schedule B to the MSOWMS. The monthly Service Fees are subject to adjustment due to changes to the Envelope Parameters as described herein.

 

1.3.         Provider and USCC shall continuously monitor the Envelope Parameters and collaborate in capacity planning and Envelope Parameter resetting when such Envelope Parameters exceed or are expected to exceed their respective Metric Thresholds as described herein. [***]  In connection with the Services, to the extent USCC is reasonably able to do so, USCC shall provide Provider with advance notice of any event and/or technical and/or business changes which may cause any of the Envelope Parameters to exceed their respective Metric Threshold.  In the event that any actual Envelope Parameter number exceeds its Metric Threshold [***] duration of the Tolerance Period listed in Column C, then the Service Fee for each month following the end of such Tolerance Period, shall be increased by an amount specified in Column G to the Envelope Parameters Table (“Service Fee Adjustment”) that corresponds to the volume of incremental growth listed in Column F to the Envelope Parameters Table, and the associated Metric Threshold in Column B to the Envelope Parameters Table shall be automatically increased to include such incremental growth.  If the increase to the actual Envelope Parameter number is within an incremental growth range listed in Column F to the Envelope Parameters Table, then the Metric Threshold will be increased by an amount that is equal to the maximum amount of such range.

 

By way of example, using the second row of the Envelope Parameters Table, if the actual number of Prepaid Active Subscribers (the Envelope Parameter in Column A of the Envelope Parameters Table) were to increase above [***]M (the Metric Threshold in Column B of the Envelope Parameters Table) at least once during each Business Day within a [***] calendar day period (the Tolerance Period in Column C of the Envelope Parameters Table), with such increases in Subscribers above such [***]threshold ranging anywhere from [***] to [***] across all such Business Days, then because those subscriber increases for all such Business Days were within the 1 to [***] range (the Incremental Growth in Column F of the Envelope Parameters Table), on the day following the end of such [***] calendar day period, the monthly Service Fee would be increased by the amount of [***] (the Service Fee Adjustment in Column G of the Envelope Parameters Table).  In addition, the Metric Threshold of [***]M would be increased by [***] (the maximum amount of the 1 to [***] Incremental Growth range in Column F of the Envelope Parameters Table).

 

1.4.         [***].

 

Exhibit C-3 (Annex C MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

2.              Definitions

 

2.1.         “Metric Threshold” shall mean the level or value of an Envelope Parameter against which changes to such level or value are measured during the Term.

 

2.2.         “Tolerance Period” shall mean the number of calendar days during which the actual number of each Envelope Parameter is measured against its Metric Threshold pursuant to section 1.3.

 

2.3.         “Subscriber” shall mean a Device (a) that utilizes services that are supported by B/OSS Solution and made available to such device using a USCC Network, and/or (b) for which related data (e.g., contact information and billing data) is stored in B/OSS Solution.  For purposes of the foregoing definition:  (i) a “USCC Network” means a network of any of USCC, its Affiliates, [***]; and (ii) a “Device” means (A) a wireless device with a unique subscription ID, (B) a wireless device that contains more than one unique subscription ID (e.g., a unique LTE ID and a unique CDMA ID), or (C) a unique subscription ID that is portable to more than one wireless device but may only be used in one such wireless device at any time (e.g., a unique subscription ID contained on a LTE SIM card).

 

3.              General

 

3.1.         The Envelope Parameters may need to be altered, added or removed throughout the Term of the MSSOW as products and/or functionality change. All such alterations, additions and/or removals shall be implemented through written agreement between Provider and USCC.

 

3.2.         At any time during the Term, USCC shall ensure the Production Environment has sufficient third-party hardware and software resources to support the then-current Metric Thresholds of all Envelope Parameters.

 

4.              Envelope Parameters Table

 

	
Column A
    Envelope
   Parameter
    	
 
    	
Column B
    Metric
   Threshold
    	
 
    	
Column C
    Tolerance
   Period
    	
 
    	
Column D
    Comments and Notes
    	
 
    	
Column E
    Additional Description of
   Envelope Parameter
    	
 
    	
Column F
    Incremental Growth
    	
 
    	
Column G
    Service Fee Adjustment
    
	
Number   of Postpaid Active Subscribers  
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
The   number of Postpaid Active Subscribers on the System
    	
 
    	
[***]   Postpaid Subscribers
    	
 
    	
The   monthly Service Fee shall increase by [***] Postpaid Subscribers to the   Metric Threshold
    

 

2

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Number   of Prepaid Active Subscribers
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
The   number of Prepaid Active Subscribers on the System.
    	
 
    	
[***]
    	
 
    	
The   monthly Service Fee shall increase by [***] Prepaid Subscribers to the Metric   Threshold
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Number   of Average Incoming Events per Subscriber per day 
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
The   average number of Network Events per Active Subscriber in a single day.

A   “Network Event” as used in this Exhibit C-3 indicates network activity   (incoming and outgoing) handled by the device measured in volume, duration   and/or occurrences.  (i.e., Voice Call, Data/Internet, SMS, MMS)
    	
 
    	
[***]   average Network Events per Subscriber per day.
    	
 
    	
The   monthly Service Fee shall increase by [***] average Network Events per   Subscriber per day to the Metric Threshold; in addition, a one-time fee for   system improvements may apply (subject to an agreement by the parties).
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Billing   cycles for Retail Customers
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
The   total number of billing cycles handled by the B/OSS Solution in a month.
    	
 
    	
One   billing cycle; CR for testing
    	
 
    	
The   monthly Service Fee shall increase by [***]; in addition, a one-time setup   fee of [***] will apply for each one billing cycle added to the Metric   Threshold.

The   fee for testing such new billing cycle shall be agreed upon by the parties.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Billing   cycles for Consolidator Customers
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
The   total number of billing cycles handled by the B/OSS Solution in a month.
    	
 
    	
One   billing cycle
    	
 
    	
The   monthly Service Fee shall increase by [***]; in addition, a one-time fee of   [***] will apply for each one billing cycle added to the Metric Threshold.

The   fee for testing such new billing cycle shall be agreed upon by the parties.
    

 

3

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Number   of Subscribers in Largest Bill Cycle
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Per   (i) number of Subscribers in the largest billing cycle; or (ii) the   total number of billing cycles handled by the B/OSS Solution
    	
 
    	
Number   of Subscribers in the largest billing cycle over and above the Metric   Threshold; or One Billing Cycle
    	
 
    	
If   the solution is to increase the number of Subscribers in the largest billing   cycle, then the Service Fee Adjustment shall be as agreed upon by the   parties; if the solution is to increase the number of billing cycles, then   such increase will be handled in accordance with the Service Fee Adjustment   for Billing Cycles for Retail Customers and/or Billing Cycles for   Consolidator Customers
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Environments   support
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Total   number of environments that are supported by Provider
    	
 
    	
One   Flat Stand Alone environment
    	
 
    	
To   add one Flat Stand Alone environment to the Metric Threshold, a one-time fee   of [***] shall apply and the monthly Service Fee shall increase by [***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
One   Integrative environment
    	
 
    	
To   add one Integrative environment to the Metric Threshold, a one-time fee of   [***] shall apply and the monthly Service Fee shall increase by [***]
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
One   Product-Like environment
    	
 
    	
To   add one production-like environment to the Metric Threshold, a one-time fee   of [***] shall apply and the monthly Service Fee shall increase by [***]
    

 

4

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Number   of Concurrent Active Users across CRM, RIM and RIM LITE (CSRs and retail   users)
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
 
    	
 
    	
Maximum   number of Concurrent Active Users (CSRs and Retail users) supported by the   B/OSS Solution system
    	
 
    	
[***]
    	
 
    	
The   monthly Service Fee shall increase by [***] Active users to the Metric   Threshold
    

 

5

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

There is no adjustment to the monthly Service Fee for adding [***] provided that there is no special effort or support required from Provider for the set-up of such new stores or call centers.  The setup of a new store or call center that is not similar to an existing location and hence requiring testing of the configuration will be handled via the Change Control Procedures set forth in Schedule F to the MSOWMS.

 

5.              Select Statements

 

5.1.         The database select statements identified in this Section 5 are provided for illustration purposes and may change over time.

 

5.2.         Number of Postpaid Active Subscribers.

 

(a)                                 Description:

 

Active Subscribers are —

 

[***]

 

(b)                                 Select Statement:

 

[***]

 

5.3.         Number of Prepaid Active Subscribers.

 

(a)                                 Description:

 

Active Subscribers are —

 

[***]

 

(b)                                 Select Statement:

 

[***]

 

6

 

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

5.4.         Number of Average Incoming Events per Subscriber per day.

 

(a)                                 Description: [***]

 

(b)                                 Select Statement:

 

[***]

 

5.5.         Billing Cycles for Retail Customers.

 

(a)                                 Select Statement:

 

[***]

 

5.6.         Billing Cycles for WS/Reseller Customers.

 

Select Statement:

 

[***]

 

5.7.                                        Number of Postpaid Active Subscribers.

 

(a)                                 Description: [***]

 

(b)                                 Select Statement:

 

[***]

 

7

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

5.8.                                        Number of Concurrent Active Users.

 

(a)                                 Description:  [***]

 

(b)                                 Data Source:  [***].

 

8

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

ANNEX D

 

Governance

1.                                      Key Persons

 

In accordance with Schedule D to the MSOWMS, the following people are Key Persons under this Exhibit and, to the extent applicable, the individual listed for a Key Person position is approved by USCC to hold such position as of the Commencement Date:

 

	
Team
    	
 
    	
Key Person Position
    	
 
    	
Key Person Approved
   for Key Person Position
    	
 
    	
Level of Effort
    
	
Executive Steering Committee
    	
 
    	
Client Business Executive
    	
 
    	
[***]
    	
 
    	
100%
    
	
 
    	
 
    	
Service Partners
    	
 
    	
[***]
    	
 
    	
50%
    
	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
50%
    
	
Service Management Committee
    	
 
    	
Customer Operations Manager (COM) —Contract Manager
    	
 
    	
[***]
    	
 
    	
100%
    
	
 
    	
 
    	
O2A Manager
    	
 
    	
[***]
    	
 
    	
100%
    
	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
100%
    
	
Operations Management Committee
    	
 
    	
Operation Manager
    	
 
    	
[***]
    	
 
    	
100%
    
	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
50%
    
	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
50%
    
	
 
    	
 
    	
 
    	
 
    	
[***]
    	
 
    	
50%
    
	
 
    	
 
    	
Operation Manager
    	
 
    	
[***]
    	
 
    	
60%
    
	
 
    	
 
    	
Project Manager
    	
 
    	
[***]
    	
 
    	
100%
    
	
Transition
    	
 
    	
Transition Manager
    	
 
    	
[***]
    	
 
    	
Dedicated for USCC Transition
    

 

Annex D (MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

2.                                      SMEs

 

	
Function
    	
 
    	
SMEs
    	
 
    	
Dedicated/Shared
    
	
Billing
    	
 
    	
[***]
    	
 
    	
Dedicated
    
	
Front End MSCC
    	
 
    	
[***]
    	
 
    	
Dedicated
    
	
FrontEnd (OMS, SE, CRM, RIM, MCSS)
    	
 
    	
[***]
    	
 
    	
Dedicated
    
	
ADBA
    	
 
    	
[***]
    	
 
    	
Dedicated
    
	
BackEnd (ABP, APRM, ARCM, AEM):
    	
 
    	
[***]
    	
 
    	
Dedicated 50% 50%
    
	
RIM
    	
 
    	
[***]
    	
 
    	
Dedicated
    
	
AAM
    	
 
    	
[***]
    	
 
    	
Dedicated
    
	
O2A
    	
 
    	
[***]
    	
 
    	
Dedicated
    
	
CRM
    	
 
    	
[***]
    	
 
    	
Dedicated
    
	
SRM
    	
 
    	
[***]
    	
 
    	
Dedicated
    

 

2

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

ANNEX E

 

Disaster Recovery and Business Continuity

 

See Schedule E to the MSOWMS.

 

Annex E (MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

ANNEX F

 

Service Languages/Locations

 

See Schedule F to the MSOWMS.

 

Annex F (MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

ANNEX G

 

Termination Assistance

 

1.                                      General

 

1.1                               Provider will provide the Termination Assistance Services in accordance with this Annex G in a cooperative manner.  With reference to Section 11.5(a) of the MSOWMS, the Termination Assistance Services set forth in this Annex G shall be deemed to be all of the [***].

 

1.2                               During the period following the Termination Assistance Commencement Date and until the Expiring Services Termination Date (as defined in Appendix A to the MSOWMS) Provider shall continue to perform Services pursuant to the this MS Bundle and in a manner consistent with Provider’s performance under this MS Bundle prior to the Termination Assistance Commencement Date, and USCC shall continue to pay the Service Fees for the Expiring Services in accordance with Annex C to this MSSOW.

 

2.                                      Information and Data Provision

 

No later than [***] days after receiving USCC’s notice of termination or notice of expiration of the relevant MSSOW, Provider shall provide to USCC the following:

 

2.1                               [***].

 

2.2                               Descriptions of in-flight Projects and pending Change Request (if any).

 

2.3                               Any Projects that Provider, at its sole discretion, is proposing to perform as part of termination.

 

[***]

 

3.                                      Termination Assistance Services

 

Provider will perform the following Termination Assistance Services:

 

3.1                               Provider shall participate in [***] Business Days) of question and answer sessions to be scheduled by USCC (with reasonable prior coordination with Provider). During such question and answer sessions, USCC and/or USCC’s designated Third Party may ask questions related to the Expiring Services in order to gain better understanding and solicit information about such Expiring Services. For the avoidance of doubt, Provider’s obligation to answer such questions shall not exceed Provider’s obligations to disclose information under the MSOWMS and/or the MSSOW

 

3.2                               Provider shall enable USCC and/or USCC’s designated Third Party to shadow Provider’s Personnel as they perform the Services at USCC locations for a period not to exceed 3 consecutive months (the “Shadowing Period”) during the Termination Assistance Period and prior to the Expiration Services Termination Date. If there are Services performed solely outside of USCC’s locations prior to the commencement of the Shadowing Period, then Provider shall make available during the Shadowing Period, representative Provider Personnel who will perform such Services at USCC’s location or remotely if technically feasible and Provider’s travel and associated living expenses related to such representative Provider Personnel shall be considered Excessive Travel Expenses for the purpose of Section 5 of this Annex G.

 

Annex G (MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

3.3                               Immediately following the Expiring Services Termination Date, Provider shall retain up to [***] resources of Provider Personnel who will have performed the Expiring Services prior to the Expiring Services Termination Date, as identified by USCC at its sole discretion, for reverse shadowing (the “Reverse Shadowing Team”). The Reverse Shadowing Team will work at USCC’s location for a period not to exceed [***] (the “Reverse Shadowing Period) ending prior to the expiration of the Termination Assistance Period. If USCC desires that Provider Personnel who normally reside outside of USCC’s location be part of the Reverse Shadowing Team, then Provider shall ensure such Provider Personnel is present at USCC’s location or remotely if technically feasible during the Reverse Shadowing Period and Provider’s travel and associated living expenses related to such Provider Personnel shall be considered Excessive Travel Expenses for the purpose of Section 5 of this Annex G. For the avoidance of doubt, during the Reverse Shadowing Period, Provider shall have no responsibility for the performance of the Services, and the Reverse Shadowing Team will assist USCC and/or USCC’s designated Third Party in the form of information and advice only.

 

3.4                               Upon the earlier of (i) the completion of the Reverse Shadowing Period; and (ii) the expiration of the Termination Assistance Period, the Termination Assistance Services shall be complete.

 

3.5                               If USCC re-purchases any subset of the Expiring Service immediately following the Expiring Services Termination Date, then Provider shall not be obligated to provide any Termination Assistance Services related to such re-purchased Expiring Services.

 

4.                                      Coordination Activities

 

4.1                               Provider shall appoint an experienced manager from its then-existing Provider Personnel (the “Termination Assistance Lead”) who will be USCC’s single point of contact to schedule meetings, discuss any risks and issues and authorize any Provider’s Termination Assistance Services.

 

4.2                               Provider shall not be responsible for project management activities related to the Termination Assistance Services.

 

4.3                               Provider shall have no obligation to transfer any of Provider Personnel to USCC and/or USCC’s designated Third Party and the terms related to the solicitation of employees specified in Section 11.16 of the Agreement will apply.

 

5.                                      Termination Assistance Services Fees

 

In consideration of Provider’s Termination Assistance Services, the following fees shall apply:

 

5.1                               USCC shall reimburse Provider for any Excessive Travel Expenses and such reimbursement will not be subject to the cap set forth in Section 3.2 of Schedule C to the MSOWMS.

 

5.2                               During the Shadowing Period and any time prior to the Expiring Services Termination Date, USCC shall continue to pay the Service Fees for the Expiring Services in accordance with the Annex C to the MSSOW, and such Service Fees will cover also the Termination Assistance Services provided under this Annex G during such time.

 

5.3                               In consideration of the services provided by the Reverse Shadowing Team during the Reverse Shadowing Period, USCC shall pay a fee (the “Reverse Shadowing Fee”) calculated [***].

 

5.4                               In case of Termination for Convenience, in consideration of the services provided by the Reverse Shadowing Team during the Reverse Shadowing Period, USCC shall pay a fee (the “Reverse Shadowing Fee”) calculated [***].

 

2

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

6.                                      Additional Termination Assistance Services

 

6.1                               USCC may request, and Provider shall propose to provide, additional termination assistance services (each an “Additional Termination Assistance Service”) utilizing the Change Control Procedures set forth in Appendix F to the MSOWMS.

 

6.2                               Provider’s fees for the provision of such Additional Termination Assistance Services shall be based on the manpower rates set forth in Schedule C to the MSOWMS.

 

3

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

ANNEX H

 

Deliverables

 

	
Functional Area
    	
 
    	
Document Type
    	
 
    	
Description
    	
 
    	
Reporting 
   Frequency (2)
    	
 
    	
Deliverable 
   type
    	
 
    	
IP 
   Category
    	
 
    
	
Billing
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Billing
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily/Monthly
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Billing
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily/Monthly
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Accounts Receivable
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Accounts Receivable
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Problem Management
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Weekly
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
BBS
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
BBS
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Billing
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Operations
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Release Management
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
After   each release
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    

 

(2)  Reports whose Reporting Frequency is “Daily” shall be produced as part of end of day jobs and will be made available to USCC by 8:00am U.S. Central Time of the following day unless otherwise noted.

 

Annex H (MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Functional Area
    	
 
    	
Document Type
    	
 
    	
Description
    	
 
    	
Reporting 
   Frequency (2)
    	
 
    	
Deliverable 
   type
    	
 
    	
IP 
   Category
    	
 
    
	
Release Management
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
On   Need basis
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Release Management
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Weekly
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
OMS
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Every   Business Day at a time designated by USCC
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
General
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Monthly   - First draft by the [***] of the month for the prior month Final reports   delivered on the [***].
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
General
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
General
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
OMS
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Monthly
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
OMS
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
General
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Weekly
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
OMS
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    

 

2

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Functional Area
    	
 
    	
Document Type
    	
 
    	
Description
    	
 
    	
Reporting 
   Frequency (2)
    	
 
    	
Deliverable 
   type
    	
 
    	
IP 
   Category
    	
 
    
	
OMS
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
OMS
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
OMS
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
As   Indicated
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Billing
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Billing
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
General
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Billing
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Billing
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    

 

3

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Functional Area
    	
 
    	
Document Type
    	
 
    	
Description
    	
 
    	
Reporting 
   Frequency (2)
    	
 
    	
Deliverable 
   type
    	
 
    	
IP 
   Category
    	
 
    
	
Infrastructure
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Monthly   and every [***]
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Operations
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Operations
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Operations
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Operations
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Operations
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Operations
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Operations
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Billing
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Billing
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Billing
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Billing
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    

 

4

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Functional Area
    	
 
    	
Document Type
    	
 
    	
Description
    	
 
    	
Reporting 
   Frequency (2)
    	
 
    	
Deliverable 
   type
    	
 
    	
IP 
   Category
    	
 
    
	
Billing
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Billing
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Billing
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Cycle   based
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Billing
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Cycle   based
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Billing
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Cycle   based
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Billing
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Cycle   based
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Accounts Receivable
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily/Monthly
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Accounts Receivable
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Upon   Execution
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Accounts Receivable
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Month   End
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Accounts Receivable
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Accounts Receivable
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Accounts Receivable
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Accounts Receivable
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Accounts Receivable
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Month   End
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Accounts Receivable
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Accounts Receivable
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Upon   Execution
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Accounts Receivable
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
On   Need basis
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Accounts Receivable
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    

 

5

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Functional Area
    	
 
    	
Document Type
    	
 
    	
Description
    	
 
    	
Reporting 
   Frequency (2)
    	
 
    	
Deliverable 
   type
    	
 
    	
IP 
   Category
    	
 
    
	
Disaster Recovery
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Within   [***] days after each test
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Change Management
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
By   request (during audit)
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Problem Management
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]   days after incident restoration
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
BBS
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Operations
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily/Weekly
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
RIM/MT
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
CIM/RIM/MT
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
CIM/RIM/MT
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
CIM/RIM/MT
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
RIM/MT
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
RIM/MT
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    

 

6

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
Functional Area
    	
 
    	
Document Type
    	
 
    	
Description
    	
 
    	
Reporting 
   Frequency (2)
    	
 
    	
Deliverable 
   type
    	
 
    	
IP 
   Category
    	
 
    
	
RIM/MT
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
CIM/RIM/MT
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
CIM/RIM/MT
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Operations
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
To   be updated as needed or confirm no change quarterly
    	
 
    	
Document
    	
 
    	
[***]
    	
 
    
	
Tools
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Per   Section 8.2 of the MSOWMS
    	
 
    	
Document
    	
 
    	
[***]
    	
 
    
	
Tools
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Per   Section 8.2 of the MSOWMS
    	
 
    	
Document
    	
 
    	
[***]
    	
 
    
	
Operations
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
[***]   Months after Commencement Date
    	
 
    	
Document
    	
 
    	
[***]
    	
 
    
	
Operations
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
during   termination assistance period
    	
 
    	
Document
    	
 
    	
[***]
    	
 
    
	
Defect Management
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Operations
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Monthly
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
BBS
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Defect Management
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Defect Management
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Defect Management
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Daily
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Defect Management
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Monthly
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Accounts Receivable
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
Upon   Analysis
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    
	
Accounts Receivable
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    	
by   noon on the [***] day of each month
    	
 
    	
Report
    	
 
    	
[***]
    	
 
    

 

7

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

ANNEX I

 

Repurchase of Services After Termination For Cause

 

If USCC terminates this MSSOW for cause pursuant to any of the conditions set forth in Section 10 to Schedule B of the MSOWMS, then USCC shall be entitled to enter into a new MSSOW with Provider (the “Repurchase SOW”) pursuant to which (a) Provider will continue to perform the Services performed in the Tier 3/Tier 4 Service Tower under this MSSOW prior to such termination; and (b) Provider will continue to perform the Services in any of the other Service Towers performed by Provider under this MSSOW prior to such termination that USCC selects (at its sole discretion), except that USCC shall not be entitled to select a Service Tower that is associated with a Service Level (as determined by Table 1 herein) in which a Service Level Default has occurred if such Service Level Default has given rise to the termination. Tier 3/Tier 4 and the other Service Towers that USCC selects subject to the terms herein shall be collectively referred to as the “Repurchased Towers.”

 

Table 1 — Service Level — Service Tower Association

 

	
#
    	
 
    	
Service Level
    	
 
    	
Associated Service Tower
    	
 
    
	
1
    	
 
    	
Non-Consolidated   Billing Timeliness
    	
 
    	
BOPS
    	
 
    
	
2
    	
 
    	
Non-Consolidated   Billing Accuracy (Amount)
    	
 
    	
BOPS
    	
 
    
	
3
    	
 
    	
Consolidated   Billing Timeliness
    	
 
    	
BOPS
    	
 
    
	
4
    	
 
    	
Consolidated   Billing Accuracy (Amount)
    	
 
    	
BOPS
    	
 
    
	
5
    	
 
    	
System   Availability
    	
 
    	
Infra
    	
 
    
	
6
    	
 
    	
Functional   Availability
    	
 
    	
Infra
    	
 
    
	
7
    	
 
    	
End-to-End   Response Time
    	
 
    	
T2
    	
 
    
	
8
    	
 
    	
Irreconcilable   Transactions
    	
 
    	
BOPS
    	
 
    
	
9
    	
 
    	
Business   Transaction Success Rate - Group 1
    	
 
    	
T2
    	
 
    
	
10
    	
 
    	
Business   Transaction Success Rate - Group 2
    	
 
    	
T2
    	
 
    
	
11
    	
 
    	
Business   Transaction Success Rate - Group 3
    	
 
    	
T2
    	
 
    
	
12
    	
 
    	
Incident   Restoration-Severity 1
    	
 
    	
T2
    	
 
    
	
13
    	
 
    	
Incident   Restoration-Severity 2
    	
 
    	
T2
    	
 
    
	
14
    	
 
    	
Incident   Restoration-Severity 3
    	
 
    	
T2
    	
 
    
	
15
    	
 
    	
Incident   Restoration-Severity 4
    	
 
    	
T2
    	
 
    
	
16
    	
 
    	
Defect   Resolution
    	
 
    	
Tier 3/Tier 4
    	
 
    
	
17
    	
 
    	
O2A   Fallout Resolution
    	
 
    	
T2
    	
 
    

 

1.1                               The term of the Repurchase SOW shall commence on the Expiring Services Termination Date (as defined in the MSOWMS) and shall continue through the scheduled end of the Term of this MSSOW, but for the termination hereof, or as otherwise agreed upon by the parties in the Repurchase SOW.

 

1.2                               The Monthly Fee payable under the Repurchase SOW for each of the Repurchased Towers shall be determined based [***]

 

Table 2 — Revised Service Level Targets for Repurchased Tier 3/Tier 4 Services

 

	
Tier 3/Tier 4 Service Level Description
    	
 
    	
Revised Service Level Target
    	
 
    	
Service Level Achieved
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    

 

Annex I (MSSOW)

 

1

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

	
 
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    
	
 
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    
	
 
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    
	
 
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    
	
[***]
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    
	
 
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    
	
 
    	
 
    	
[***]
    	
 
    	
[***]
    	
 
    

 

2

 

Information marked with “[***]” has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for Confidential Treatment under Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

ANNEX J

 

Other Obligations

 

Additional rights and obligations for certain matters that relate to the Services to be performed by Amdocs pursuant to the terms of the MSSOW are as follows:

 

1.                                      Business Transactions for Large Accounts

 

1.1                               Definitions.  As used in this Annex J to the MSSOW:

 

[***]

 

1.2                               While performing Services under the MSSOW, [***]

 

(a)                                 The Solution may include, without limitation, business process changes, screen flow changes, code changes, database changes, and implementation of purging and/or archiving processes.

 

(b)                                 If the Solution agreed upon as set forth herein requires changes to the B/OSS Solution, Amdocs will implement the Solution as part of the next reasonably available Major Release (as defined in Section 4.1(f) of Schedule B to the MSOWMS) of the B/OSS Solution.

 

(c)                                  To the extent the Solution requires Amdocs’ development and/or testing services, [***]

 

(d)                                 If the Solution requires additional third-party hardware and/or software, then USCC will fund the [***] thereof, provided that: (a) [***]

 

1.3                              For clarification, [***]. For the avoidance of doubt, [***]

 

1.4                               For the purpose of clarification, the process contained herein and the Solution, if any, is applicable solely with respect to addressing Large Accounts’ End-to-End Time issues as set forth herein. Any development and/or testing services that are associated with the Solution and are performed by Amdocs will be documented and priced as a project and shall not be bundled with any other projects.

 

2.                                      Data Reconciliation / Potential Service Level for Data Integrity

 

2.1          Definitions.  As used in this Annex J to the MSSOW:

 

[***]

 

2.2                               On [***], if the Pre-Reconciliation Tool Run Number is [***], then the parties shall execute an amendment to the MSSOW to reflect the addition of a new Service Level Target for “data integrity” to the MS Bundle (the “Data Integrity SLA”). [***]

 

Annex J (MSSOW)

 

1EX-10.5

 Exhibit 10.5 

Your Immediate Attention is Required 
 By
clicking the “Accept” button associated with this Grant Notice in Charles Schwab’s Equity Award Center, you are expressly agreeing to all of the terms and conditions of this Grant Notice set forth below (including, without limitation,
the non-competition, non-solicitation, non-disparagement, inventions assignment and confidentiality restrictions), intending to be legally bound. 
 As
described in Section 19 of this Grant Notice, the deadline for accepting this Grant Notice is 15 business days following the date of the email notifying you of the availability of this Grant Notice in Charles Schwab’s Equity Award Center.
If you do not accept this Grant Notice by that deadline (by clicking the “Accept” button associated with this Grant Notice in Charles Schwab’s Equity Award Center), then the grant of Restricted Stock Units evidenced by this
Grant Notice will be cancelled, and the Restricted Stock Units will be forfeited. 

 MONSTER WORLDWIDE, INC. 

RESTRICTED STOCK UNIT AWARD 

GRANT NOTICE 

MONSTER WORLDWIDE, INC., a Delaware corporation (the “Company”), hereby notifies
                     (the “Participant”) of a grant of Restricted Stock Units (“RSUs”) by the Committee to the Participant on
                     (the “Grant Date”) pursuant to the Company’s 2008 Equity Incentive Plan, as amended (the “Plan”), upon
the terms and conditions set forth in this Grant Notice and the Plan. Capitalized terms not otherwise defined herein shall have the same meanings as in the Plan. 

1. Grant of RSUs. Subject to the terms and conditions of this Grant Notice and the Plan, the Participant has been
granted                      RSUs. The RSUs shall vest and payment in respect of such RSUs shall be made, if at all, in accordance with
Section 2 hereof. 
 2. Vesting. 

(a) The RSUs granted to the Participant shall vest and payment in respect of such number of RSUs shall be made in accordance with
Section 2(e) as to the percentage of the RSUs indicated on the dates specified below (each an “RSU Vesting Date”), provided that the Participant has remained in the continuous employment of the Company or any of its Affiliates
from the Grant Date through and including each applicable RSU Vesting Date: 
  

					
	 Date
	  	Incremental Percentage of
Award Becoming Vested	 
	 First Anniversary of Grant Date
	  	 	25	% 
		
	 Second Anniversary of Grant Date
	  	 	25	% 
		
	 Third Anniversary of Grant Date
	  	 	25	% 
		
	 Fourth Anniversary of Grant Date
	  	 	25	% 

 Any fractional RSUs resulting from the strict application of the incremental percentages set forth above will be disregarded
and the actual number of RSUs becoming vested on any specific RSU Vesting Date will cover only the full number of RSUs determined by applying the relevant incremental percentage. 

(b) In the event that during the period of the Participant’s employment with the Company or one of its Affiliates after the Grant Date:

  

	 	(i)	the Participant dies, or 

  

	 	(ii)	the Participant incurs a Disability 

  
 1 

 (such events are collectively referred to as “Acceleration Events”), then all outstanding
unvested RSUs shall immediately vest and be payable as of the date of the applicable Acceleration Event, subject to Section 2(d) below. 

(c) In the event that during the period of the Participant’s employment with the Company or one of its Affiliates after the Grant Date a
Change in Control shall occur, then all outstanding unvested RSUs that have not been forfeited prior to the date of such Change in Control shall vest and be payable on the date of such Change in Control. 

(d) In the event that any calendar date on which vesting is purportedly scheduled pursuant to the terms of Sections 2(a), 2(b) or
2(c) above is not a Business Day (as defined below), the vesting shall automatically be delayed until the first Business Day following that calendar date. “Business Day” means a date on which commercial banks in New York, New York are
open for general business. 
 (e) On or as soon as reasonably practicable following the applicable RSU Vesting Date (but in no
event later than March 15 of the calendar year following the calendar year in which such date occurs), the Company shall cause the Participant’s account with the third party administering the Company’s equity awards programs
(currently Charles Schwab) (the “Administrator”) to be credited with one share of Common Stock with respect to each whole RSU that vests on such date, subject to Sections 3 and 9 below. Upon the crediting of such shares to such
account, all obligations of the Company with respect to each such RSU shall be deemed satisfied in full. It is a condition to the Company’s obligation to credit any shares of Common Stock to the Participant pursuant to this Grant Notice that
the Participant shall have opened an account with the Administrator. 
 3. Certain Changes; Rights as a Stockholder. The
number and class of shares of Common Stock or other securities which are distributable to the Participant with respect to any RSU covered by this Grant Notice shall be adjusted proportionately or as otherwise appropriate to reflect any increase or
decrease in the number of issued shares of Common Stock resulting from a stock split, spin-off, split-off, split-up, recapitalization, capital reorganization, reclassification of shares of Common Stock, merger or consolidation, or any like capital
adjustment, or the payment of any stock dividend, and/or to reflect a change in the character or class of shares covered by the Plan arising from a readjustment or recapitalization of the Company’s capital stock, in each case as determined by
the Committee. The Participant shall not have any rights to cash dividends, voting rights or other rights of a stockholder with respect to the RSUs covered by this Grant Notice until the Company delivers Common Stock to the Participant’s
account in accordance with Section 2(e). 
 4. Definitions. The following terms shall have the following meaning: 

(a) “Business” means the business of (i) connecting employers and people searching for career opportunities using the Internet;
(ii) offering online recruitment advertising and/or job posting targeted to careers or vocations; or (iii) providing software or automation which is specifically and primarily designed for use in and specifically and primarily marketed to
businesses engaged in an activity listed in (i) or (ii), above. 

  
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 (b) “Disability” or “Disabled” means, notwithstanding any definition in the
Plan, that, in the determination of the Committee, the Participant is both (i) unable to engage in any substantial gainful activity by reason of any medically determinable physical or mental impairment which can be expected to result in death
or can be expected to last for a continuous period of not less than 12 months and (ii) (x) in case the Participant is eligible for the long term disability program offered to United States-based employees by the Company or its Affiliates,
the Participant has actually received long term disability benefits for no less than 9 months or (y) in case the Participant is not eligible for such long term disability program solely by virtue of not being based in the United States, the
Participant would have been eligible to receive long term disability benefits for no less than 9 months but for the Participant not being based in the United States. For purposes of Section 2(b) above, it is understood that the
Disability shall be deemed to be incurred on the last day of the 9-month period contemplated in clause (ii) of the immediately preceding sentence. In the event the Participant has met the condition set forth in clause (i) of the first
sentence of this definition but does not satisfy the condition set forth in clause (ii) of this definition solely by reason of the Participant’s death, then the provisions of such clause (ii) shall be deemed to have been satisfied and
for purposes of Section 2(b) above the Disability shall be deemed to be incurred on the date of such death. 
 5. No
Employment Rights; Termination of Employment. Nothing in this Grant Notice shall give the Participant any right to continue in the employment of the Company or any Affiliate, or to interfere in any way with the right of the Company or any
Affiliate to terminate the employment of the Participant. Except as otherwise expressly provided in Section 2(b) hereof, RSUs that are not vested as of the date the Participant’s employment with the Company and its Affiliates
terminates or ceases for any reason or no reason, whether voluntary or involuntary (including, without limitation, termination or cessation of employment with or without cause or arising out of or in connection with a reduction in force, sale or
shutdown of certain operations, or otherwise), shall immediately and automatically terminate and be forfeited in their entirety, provided, however, that only for purposes of this Grant Notice the Participant’s employment shall not
be deemed terminated solely by virtue of the Participant’s voluntary cessation of employment in circumstances that the Committee determines are reasonably likely to result in a Disability for so long as the Committee determines that the
Participant continues to satisfy the conditions that would ultimately lead to the Committee’s determination that the Participant has incurred a Disability. 

6. Plan Provisions. The provisions of the Plan shall govern, and if or to the extent that there are inconsistencies between those
provisions and the provisions hereof, the provisions of the Plan shall govern. A copy of the Plan is available on the Company’s global Intranet Web site, currently located at http://insideworldwide.com. 

7. Clawback. Upon the occurrence of a “Forfeiture Event” (as defined below), as determined by the Company, the Participant
shall forfeit all outstanding, unvested RSUs, and with respect to any shares of Common Stock acquired upon the settlement of the RSUs that are held by the Participant or that have been disposed of by the Participant (and/or any trust, or family
partnership or other entity benefitting or controlled by the Participant), the Participant shall, within 10 days after written demand therefore, either cause such shares of Common Stock to be returned to the Company for no consideration or pay to
the Company, with respect to each share of Common Stock so disposed, an amount equal to the gross amount received by such 

  
 3 

 
Participant (and/or such trust or family partnership or other entity) upon such disposition. For purposes of this Section 7, a “Forfeiture Event” shall mean (i) the
Participant’s material breach of any of the restrictive covenants set forth in Section 8 hereof, (ii) the Participant’s willful misconduct or gross negligence in the performance of his/her duties to the Company and/or its
Affiliates, (iii) the Participant’s intentional commission at any time in the performance of his/her duties to the Company and/or its Affiliates of any act of fraud, embezzlement or misappropriation of Company and/or any of its
Affiliates’ property and/or (iv) the Participant’s (A) failure or refusal to reasonably cooperate with any governmental/regulatory authority having jurisdiction over the Participant and the Company, (B) willful failure or
refusal to attempt in good faith to carry out, or comply with, in any material respect any lawful and reasonable written directive of the Board, the Company’s Chief Executive Officer or the Participant’s supervisor or (C) willful
material violation of the Company’s Code of Business Conduct and Ethics. The Company’s rights under this Section 7 shall be in addition to any other rights of recoupment or similar rights that the Company may have pursuant to
the Plan or otherwise, including without limitation pursuant to Section 11 of the Plan. 
 8. Restrictive Covenants and Other
Agreements. In consideration for the grant of the RSUs and the Participant’s continued employment with the Company or any of its Affiliates, and for other good and valuable consideration, the receipt and sufficiency of which are hereby
acknowledged, the Participant hereby agrees to the restrictive covenants and other agreements set forth in this Section 8. The Participant acknowledges and agrees that the restrictions contained in this Section 8 are critical
and necessary to protect the Company’s and its Affiliates’ legitimate business interests and good will (including the protection of Confidential Information (as defined below)); are reasonably drawn to this end as to duration, place, and
scope; are not unduly burdensome; are not injurious to the public interest; are supported by adequate consideration; and that his/her agreement to abide by such restrictions is made in order to induce the Company to offer the Participant the RSUs.

 (a) Confidential Information. 

(i) The Participant acknowledges and agrees that all information, whether or not in writing, concerning the Company’s and/or its
Affiliates’ business, technology, business relationships or financial affairs which the Company and its Affiliates have not released to the general public, including but not limited to the identity of the clients, customers, suppliers,
employees and consultants of the Company and its Affiliates, all information concerning the projects, products, program and marketing plans of the Company and its Affiliates, and all pricing and cost information, financial information,
methodologies, know-how, processes, practices, approaches, projections, forecasts, formats, systems, data gathering methods and/or strategies of the Company and its Affiliates, irrespective of whether such information constitutes a trade secret
under any applicable law (collectively, “Confidential Information”) is and will be the exclusive property of the Company and its Affiliates. Except in the good faith performance of the Participant’s duties as an employee of the
Company or any of its Affiliates, the Participant shall not at any time while employed by the Company or any of its Affiliates, or any time thereafter, without the prior express written consent of the Company, directly or indirectly divulge,
disclose, use or make available or accessible any Confidential Information to any person, firm, partnership, corporation, trust or any other entity or third party. In addition, the Participant shall not create any derivative work or other product
based on or resulting from any 

  
 4 

 
Confidential Information (except in the good faith performance of his/her duties as an employee of the Company or any of its Affiliates). The Participant recognizes that all of the documents and
other tangible items which contain any Confidential Information are the Company’s and its Affiliates’ property exclusively, including those documents and items which the Participant may have developed or contributed to developing while in
the Company’s or any of its Affiliates’ employ, whether or not developed during regular working hours or on the Company’s or any of its Affiliates’ premises. 

(ii) The Participant shall not take any action (or engage in any omission) that would reduce the value of the Confidential Information to the
Company or any of its Affiliates. The Participant shall return to the Company’s designee, no later than the effective date of the termination of his/her employment for any reason, and without retaining any copies, all property of the Company
and its Affiliates, including but not limited to all notes or excerpts thereof, memoranda, computer disks or other media, computer programs, diaries, notes, records, data, customer or client lists, marketing plans and strategies, and any other
documents consisting of or containing Confidential Information, that is in the Participant’s actual or constructive possession or which is subject to his/her control at such time. 

(b) Intellectual Property/Assignment of Inventions. 

(i) The Participant acknowledges and agrees that all ideas, inventions, copyrightable or patentable works, improvements, innovations,
techniques, designs, methods, developments, products, services, technologies, writings, discoveries and the like (hereafter “Intellectual Property”) that the Participant makes, conceives, reduces to practice or develops, in whole or in
part, either alone or jointly with others, in connection with the Participant’s employment with the Company or any of its Affiliates or with the use of any of the Company’s or any of its Affiliates’ resources, shall be considered
“works made for hire” and shall be the sole property of the Company or such Affiliate to the maximum extent permitted by law and that the Company or such Affiliate shall be the sole owner of all rights in connection therewith. The
Participant shall promptly and fully disclose all such Intellectual Property to the Company and hereby irrevocably assigns, transfers and conveys, to the maximum extent permitted by applicable law, all right, title and interest therein (including
rights under patent, copyright, trademark, trade secret, unfair competition and related laws) to the Company or such Affiliate to the extent ownership of any such rights does not vest originally in the Company or such Affiliate. 

(ii) The Participant acknowledges that he or she has conveyed and assigned, and hereby does convey and assign, to the Company (or, at the
Company’s request, any of its Affiliates), for good and sufficient consideration, the entire right, title and interest, including any and all copyright, trademark and patent rights therein or relating thereto, in and to any Intellectual
Property, whether or not patentable or copyrightable, that the Participant made, conceived, or reduced to practice prior to the date hereof, either solely or jointly with others, in connection with the Participant’s employment with the Company
or any of its Affiliates or with the use of any of the Company’s or any of its Affiliates’ resources. 
 (iii) The Participant
further agrees to, at the Company’s request and expense (but without additional compensation to the Participant), assist the Company or its 

  
 5 

 
designee in obtaining any patents and copyrights relating to any Intellectual Property described above and shall execute all documents and do all things necessary to obtain patents, copyrights,
trademarks and trade names or to otherwise vest the Company (or its designee) with full and exclusive title thereto, and protect the same against infringement by others. If the Company is unable for any reason to secure the Participant’s
signature on any document for this purpose, then the Participant hereby irrevocably designates and appoints the Company and its duly authorized officers and agents as the Participant’s agent and attorney in fact, to act for and in the
Participant’s behalf and stead to execute any documents and to do all other lawfully permitted acts in connection with the foregoing. 

(c) Non-Competition. The Participant acknowledges and recognizes the highly competitive nature of the Business, the valuable
Confidential Information to which the Participant has had and will continue to have access, and the customer goodwill associated with the ongoing business of the Company. Accordingly, the Participant agrees that during the period the Participant is
employed by the Company or any of its Affiliates and for a period of twelve (12) months following the termination of the Participant’s employment for any reason, the Participant will not, anywhere in the world, directly or indirectly,
alone or in conjunction with any other person or entity: (i) engage in any business for Participant’s own account that competes with the Business; (ii) enter the employ of, or render any services, whether as employee, consultant,
independent contractor or otherwise, to any person or entity engaged in any business that competes with the Business; or (iii) acquire a financial interest in, or otherwise become involved with, any person or entity engaged in any business that
competes with the Business, as an individual, partner, shareholder, officer, director, principal, agent, trustee, or consultant. Notwithstanding anything to the contrary in this Grant Notice, the Participant may directly or indirectly own, solely as
a passive investment, securities of any person or entity that competes with or is engaged in a business similar to the Business that are publicly traded on a national or regional stock exchange or on the over-the-counter market if the Participant
(i) is not a controlling person of, or a member of a group which controls, such person or entity and (ii) does not, directly or indirectly, own five percent (5%) or more of any class of securities of such person or entity. 

(d) Client Non-Solicitation. During the period the Participant is employed by the Company or any of its Affiliates and for a period of
twelve (12) months following the termination of the Participant’s employment for any reason, the Participant agrees that he/she will not, directly or indirectly: (i) call on, solicit, or perform services for any client to whom the
Company or any of its Affiliates provided services at any time during the twelve (12) months immediately prior to the Participant’s termination of employment or any prospective client to whom the Company or any of its Affiliates had made a
presentation at any time during the twelve (12) months immediately prior to the Participant’s termination of employment, for purposes related to competing with the Business; (ii) otherwise interfere with or attempt to interfere with
business relationships established between the Company or any of its Affiliates and their respective clients or prospective clients; or (iii) assist or encourage any other person in carrying out the foregoing. 

(e) Employee Non-Solicitation. During the period of time the Participant continues to be employed by the Company or any of its
Affiliates, and for a period of twelve (12) months following the termination of the Participant’s employment for any reason, the Participant 

  
 6 

 
agrees that he/she will not (directly or indirectly, for himself/herself or on behalf of or in conjunction with any other person, company, partnership, corporation, business, group or other
entity) employ, hire, solicit, recruit or assist in the solicitation or recruitment of any person who is then employed or engaged as an employee, consultant, or independent contractor by the Company or any of its Affiliates or encourage any
employee, consultant or independent contractor of the Company or any of its Affiliates to leave the employment of or cease to perform services for the Company or any of its Affiliates. 

(f) Non-Disparagement. The Participant agrees that he/she will not at any time, whether orally or in writing, make any false,
defamatory or disparaging statements about the Company, its Affiliates, the officers or directors of the Company or its Affiliates, or the business, products or services of the Company or its Affiliates, that are reasonably likely to cause damage to
the Company, its Affiliates or the officers or directors of the Company or its Affiliates. Nothing in this Section shall limit the ability of the Participant to provide truthful testimony as required by law or any judicial or administrative process.

 (g) Cooperation Following Employment. The Participant agrees to cooperate with the Company and its Affiliates following the
termination of the Participant’s employment for any reason by making himself/herself reasonably available to testify on behalf of the Company and its Affiliates in any action, suit, or proceeding, whether civil, criminal, administrative, or
investigative, and to assist the Company and its Affiliates in any such action, suit, or proceeding, by providing information and meeting and consulting with the Company’s and its Affiliates’ representatives or counsel as requested;
provided, however that such cooperation or participation does not materially interfere with the Participant’s then current professional activities. The Company agrees to reimburse the Participant, on an after-tax basis, for all expenses
actually incurred in connection with his/her provision of testimony or assistance. 
 (h) Forfeiture of Severance and Other Payments in
Event of Breach. The Participant acknowledges and agrees that no severance, awards or other payments to the Participant pursuant to this Grant Notice or any other agreement with or plan, program, policy or practice of the Company or any of its
Affiliates, including but not limited to any employment agreement or restricted stock unit agreement between the Participant and the Company or any of its Affiliates, shall be due or payable to the Participant on or following the date that the
Participant first breaches any provision(s) of this Section 8. The Participant acknowledges and agrees that the rights and remedies of the Company and its Affiliates under this Section 8(h) shall be in addition to, and shall
in no way limit, any and all other rights and remedies to which the Company and its Affiliates are entitled under applicable law. 
 (i)
Equitable Relief and Intended Third Party Beneficiaries. The Participant acknowledges and agrees that the Company’s and its Affiliates’ remedies at law for a breach or threatened breach of any of the provisions of this
Section 8 would be inadequate and any such breach would cause irreparable harm, and, in recognition of this fact, the Participant agrees that, in the event of such a breach or threatened breach, in addition to any remedies at law, the
Company and its Affiliates, without posting any bond (to the extent permitted by applicable law), shall be entitled to obtain equitable relief in the form of specific performance, temporary restraining order, temporary, preliminary or permanent
injunction or any other equitable remedy which may then be available. Each Affiliate of the Company is an intended third party beneficiary of this Section 8 and may enforce its terms as if it was a party hereto. 

  
 7 

 (j) Court Modification. It is expressly understood and agreed that although the
Participant and the Company consider the restrictions contained in this Section 8 to be reasonable, if a judicial determination is made by a court of competent jurisdiction that the time period or geographic scope or any other
restriction contained in this Section 8 is invalid or unenforceable for any reason, the provisions of this Section 8 shall not be rendered void but shall be deemed reformed or modified only to the extent necessary to render
them valid and enforceable in all respects. Alternatively, if any court of competent jurisdiction finds that any restriction contained in this Section 8 is unenforceable, and such restriction cannot be amended so as to make it
enforceable, such finding shall not affect the enforceability of any of the other restrictions contained herein. 
 (k) Tolling During
Periods of Breach. The Participant acknowledges and agrees that the Participant’s obligations under Sections 8(c), (d) and (e) shall be tolled during any period that the Participant is in breach of any of the
obligations under Sections 8(c), (d) and/or (e) so that the Company and its Affiliates are provided with the full benefit of the restrictive periods set forth therein (i.e., any period during which the
Participant is in breach of any of the obligations under Sections 8(c), (d) and/or (e) will not count toward the 12-month post-employment restrictive periods set forth in Sections 8(c), (d) and/or
(e)). 
 (l) Survival of Covenants. The restrictive covenants and other obligations set forth in this Section 8
shall survive any change in the Participant’s compensation, position, title, and duties and/or the termination of the Participant’s employment. 

(m) No Arbitration of Claims. Notwithstanding the terms of this Grant Notice or any other agreement between the Participant and the
Company or any of its Affiliates to the contrary, neither the Participant nor the Company or any of its Affiliates shall have the right to compel resolution of any claim arising under this Section 8 through arbitration or any other non
judicial process. 
 (n) Other Agreements. The restrictive covenants and other obligations on the part of the Participant set forth
in this Section 8 shall be construed independent of any other agreement which the Company or any of its Affiliates and the Participant may have, and the existence of any claim or cause of action by the Participant against the Company or
any of its Affiliates, whether predicated upon a provision of this Section 8 or otherwise, shall not constitute a defense to the enforcement by the Company or any of its Affiliates of any covenant or restriction in this
Section 8. In addition, any restrictive covenants and other similar obligations of the Participant contained in any other agreement between the Company or any of its Affiliates and the Participant remain in full force and effect in
accordance with their terms, and shall not be superseded or otherwise affected by this Grant Notice. 
 9. Withholding. In the event
that prior to any applicable RSU Vesting Date hereunder the Participant has not provided the Company with notice (which may be by written notice or by an election made via the website operated by the Administrator) (the “Payment Notice”)
to the effect that the Participant will provide the Company (or the Administrator on the 

  
 8 

 
Company’s behalf) payment of the amount, if any, deemed necessary by the Company in its reasonable discretion to enable the Company and its Affiliates to satisfy the minimum federal, foreign
or other tax withholding or similar obligations of the Company and its Affiliates with respect to the vesting and/or settlement of such RSUs on such RSU Vesting Date (and/or any other items which may be distributable to the Participant on the RSU
Vesting Date pursuant to Section 3 hereof), or in the event the Participant provides the Payment Notice but does not deliver payment of the appropriate amount to the Company (or the Administrator on the Company’s behalf) by such RSU
Vesting Date, then the Company shall satisfy the minimum federal, foreign or other tax withholding or similar obligation of the Company and its Affiliates with respect to such vesting and/or settlement by withholding the number of whole shares of
Common Stock (on and valued as of the RSU Vesting Date) (and/or other items which may be distributable or creditable to the Participant on the RSU Vesting Date pursuant to Section 3 hereof) sufficient to satisfy such minimum withholding
and other obligations. 
 10. Notices. All notices or other communications to be given or delivered in connection with this Grant
Notice shall be either in electronic format or in writing and shall be deemed to have been properly served if delivered electronically, personally, by courier, or by certified or registered mail, return receipt requested and first class postage
prepaid, in the case of notices to the Company, to the attention of Equity Administrator, Human Resources Department, at the Company’s offices at 133 Boston Post Road, Weston, MA 02493, and in the case of notices to the Participant, to the
Participant’s last known address (as noted in the Participant’s personnel file) or such other addresses (including any electronic email addresses) as the recipient party has specified by prior notice to the sending party. All such notices
and communications shall be deemed received upon the actual delivery thereof in accordance with the foregoing. 
 11. Binding Effect;
Headings; Status. This Grant Notice shall be binding upon and shall inure to the benefit of the Company, the Participant and their respective successors and permitted assigns. The subject headings of Sections are included for the purpose of
convenience only and shall not affect the construction or interpretation of any of the provisions of this Grant Notice. The Participant’s rights under this Grant Notice, including, without limitation, rights to RSUs, shall at all times that
such rights exist represent a general obligation of the Company. The Participant shall be a general creditor of the Company with respect thereto and shall not have a secured or preferred position with respect thereto. Nothing in this Grant Notice or
the Plan shall be deemed to create an escrow, trust, custodial account or fiduciary relationship of any kind. 
 12. Non-Assignability,
Etc. The Participant’s rights and obligations under this Grant Notice, including, without limitation, rights to RSUs, are not assignable or transferable except upon the Participant’s death to a beneficiary designated by the Participant
in a written beneficiary designation filed with the Company or, if no duly designated beneficiary shall survive the Participant, pursuant to the Participant’s will and/or by the laws of descent and distribution. Any and all such rights and
obligations shall not be subject to anticipation, alienation, sale, transfer, encumbrance except as otherwise expressly permitted herein. This Grant Notice will bind and inure to the benefit of and be enforceable by the Participant, the Company, the
Company’s successors and assigns and the Participant’s estate, heirs and legal representatives (as applicable). 

  
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 13. Securities Laws; Insider Trading. The Committee may from time to time impose any
conditions on the RSUs and shares of Common Stock as it deems necessary or advisable to ensure that the Plan, this Grant Notice and the issuance and resale of any securities comply with all applicable securities laws, including without limitation
the Securities Act and Rule 16b-3 under the Exchange Act. Such conditions may include, among other things, the requirement that certificates for shares of Common Stock to be issued to the Participant hereunder contain a restrictive legend in such
form and substance as may be determined by the Committee. Without limiting the foregoing, it is understood that Affiliates of the Company may resell Common Stock only pursuant to an effective registration statement under the Securities Act, pursuant
to Rule 144 under the Securities Act, or pursuant to another exemption from registration under the Securities Act. The Participant understands and agrees that any and all transactions involving shares of Common Stock or other securities of the
Company must comply with applicable laws, rules, regulations and policies, including but not limited to the Company’s policy regarding insider trading, which policy, among other things, prohibits transactions involving shares of Common Stock or
other securities of the Company by individuals who have material non-public information relating to the Company. 
 14. General. This
Grant Notice shall be deemed to be an Award Agreement as defined in the Plan. Except as otherwise provided in Section 8(n), this Grant Notice constitutes the entire understanding of the legal obligations between the parties with respect
to the subject matter hereof and controls and supersedes any prior understandings, agreements or representations by or between the parties, written or oral with respect to its subject matter, including but not limited to the provisions of any and
all employment agreements, term sheets and offer letters (except for terms contained in any binding, written employment agreement providing for acceleration or other enhancement to restricted stock units upon the occurrence of specified events). The
Participant has not relied on any representation not set forth in this Grant Notice. 
 15. Governing Law. This Grant Notice shall be
governed by and construed under the substantive laws of the State of New York, without regard to the choice of law principles of any forum. Notwithstanding the location of the Participant’s employment for the Company or its Affiliates, be it
within or without the State of New York, all actions or proceedings arising under or related to this Grant Notice must be exclusively brought in the state or federal courts serving New York County, New York. Each party, to the fullest extent
permitted by applicable law, hereby (i) irrevocably accepts and submits to the exclusive jurisdiction of such courts (and of the appropriate appellate courts therefrom), generally and unconditionally, with respect to any such action, suit or
proceeding, and (ii) waives any objection which he/she/it may now or hereafter have based on personal jurisdiction or to the laying of venue of any such action, suit or proceeding therein and agrees not to plead or claim that such action, suit
or proceeding has been brought in an inconvenient forum. 
 16. Severability. If any provision of this Grant Notice as applied to any
other provision of this Grant Notice or to any circumstance is adjudged by a court to be invalid or unenforceable, that provision will in no way affect any other provision of this Grant Notice, the application of that provision under any other
circumstance, or the validity or enforceability of this Grant Notice. 

  
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 17. Amendment. This Grant Notice may be unilaterally amended by the Company without the
Participant’s consent as provided in the Plan or to conform the Grant Notice to any changes required by the Administrator or as a result of the change of Administrator. 

18. Acknowledgements. The Participant acknowledges that he/she has carefully reviewed this Grant Notice, that he/she has had an
opportunity to consult with counsel of his/her choice, that he/she has entered into this Grant Notice freely and voluntarily and without reliance on any promises not expressly contained herein, that he/she has been afforded an adequate time to
review carefully the terms hereof, and that this Grant Notice will not be deemed void or voidable by claims of duress, deception, mistake of fact, or otherwise. The principle of construction whereby all ambiguities are to be construed against the
drafter will not be employed in the interpretation of this Grant Notice. 
 19. Deadline for Acceptance of Grant Notice. The deadline
for accepting this Grant Notice is 15 Business Days following the date of the email notifying the Participant of the availability of this Grant Notice on the website of the Administrator; if the Participant does not accept this Grant Notice by such
deadline (by clicking the “Accept” button associated with this Grant Notice on the website of the Administrator), then the grant of RSUs evidenced by this Grant Notice will be cancelled, and the RSUs will be forfeited. 

  
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